From dfj at thermeon.com  Mon Oct  1 03:56:01 2007
From: dfj at thermeon.com (Daniel Jenning)
Date: Mon, 1 Oct 2007 08:56:01 +0100
Subject: [rt-users] E-Mail issues
In-Reply-To: <46FD673A.30804@calicohosting.com>
References: <DD6055FCFB2741BC867435021802186C@VistaPC>
	<46FD673A.30804@calicohosting.com>
Message-ID: <8E80C054A3A54707A912E9E903409D33@VistaPC>

Hi, 

Thanks for the idea, however I just edited SendEmail.pm to change the sender
address to the 'from' address, which sorts it out nicely. It seems it's the
program 'sendmail' that's adding the 'nobody' header to sender, but only if
its blank.
 

-----Original Message-----
From: Tim Hibbard [mailto:tim at calicohosting.com] 
Sent: 28 September 2007 21:43
To: Daniel Jenning
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] E-Mail issues

I have the same problem and posted the same question about a week ago.  
For a temp solution I created an alias from nobody@***.*** to -> 
programming-comment@******.***

Not elegant but works until a solution is offered.


Daniel Jenning wrote:
> I seem to have two problems with e-mails from RT right now. One is that
for
> some reason anything from RT is showing its full header in Outlook,
although
> this doesn't happen in the older version I use elsewhere, I was wondering
if
> anyone else has come across this - this only happens with RT mails.
>
> The second is that e-mails from RT list the From: as
>
> Nobody [nobody@*************.***]; on behalf of; *Users Name* via RT
> [programming-comment@***********.***]
>
> Obviously I've edited it a bit to remove info but you get the idea. In the
> header we have:
>
> Reply-To: programming-comment@*********.***
> RT-Originator: *user*@***********.***
> Sender: Nobody <nobody@**********.***>
> From: "*Users Name* via RT" <programming-comment@*********.***>
>
> Now I'm guessing sendmail is adding nobody as the sender, but I can't be
> sure. Again any help would be great, as some mails clients don't deal with
> it right and we don't like having 'nobody' in the address.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   



From lendl at nic.at  Mon Oct  1 07:28:08 2007
From: lendl at nic.at (Otmar Lendl)
Date: Mon, 1 Oct 2007 13:28:08 +0200
Subject: [rt-users] Get RT to send mail 7-bit encoded?
Message-ID: <8BC845943058D844ABFC73D2220D466506C3148C@nics-mail.sbg.nic.at>


Hi,

Last week I had to debug an ugly scenario where one person received mangled
emails from RT (truncated text, botched 8-bit characters (Umlauts)).

It turned out that this only affected mail to a certain ISP, and only when
the mail contained larger attachments as well (and not just text).
This is definitly not an RT bug, the mail was sent ok. My current hypothesis
is that whenever the mail is routed through a virus filter at that ISP it 
mangles the 8bit data.

So far, this is not RT's fault. The only thing where my side could take the
blame is the fact that my MTA (exim) does not do 8bit -> 7bit conversion when
the peer MTA does not advertize 8BITMIME capability. (which in this case the 
ISP doesn't.)

This leaves me with three possibilities to fix this on my side:

1) Junk exim and use a MTA which can do 8bit->7bit conversion 
   (e.g. sendmail or postfix)

2) Route outgoing email via a sendmail or postfix box.

3) Convince RT to generate 7bit emails.

Looking through the code of RT 3.4 I don't see how I could do 3). 

Did I miss anything here?

/ol
-- 
/ Otmar Lendl <lendl at nic.at>, T: +43 1 5056416 - 33, F: - 933 \
| nic.at Internet Verwaltungs- und Betriebsgesellschaft m.b.H |
\ http://www.nic.at/  LG Salzburg, FN 172568b, Sitz: Salzburg /


From tim at calicohosting.com  Mon Oct  1 08:13:59 2007
From: tim at calicohosting.com (Tim Hibbard)
Date: Mon, 01 Oct 2007 08:13:59 -0400
Subject: [rt-users] E-Mail issues
In-Reply-To: <8E80C054A3A54707A912E9E903409D33@VistaPC>
References: <DD6055FCFB2741BC867435021802186C@VistaPC>
	<46FD673A.30804@calicohosting.com>
	<8E80C054A3A54707A912E9E903409D33@VistaPC>
Message-ID: <4700E487.2090005@calicohosting.com>

Howdy,

I'm using Postfix so I will have to see if the same manipulation can be 
done.

Thanks for the hint,

Tim

Daniel Jenning wrote:
> Hi, 
>
> Thanks for the idea, however I just edited SendEmail.pm to change the sender
> address to the 'from' address, which sorts it out nicely. It seems it's the
> program 'sendmail' that's adding the 'nobody' header to sender, but only if
> its blank.
>  
>
> -----Original Message-----
> From: Tim Hibbard [mailto:tim at calicohosting.com] 
> Sent: 28 September 2007 21:43
> To: Daniel Jenning
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] E-Mail issues
>
> I have the same problem and posted the same question about a week ago.  
> For a temp solution I created an alias from nobody@***.*** to -> 
> programming-comment@******.***
>
> Not elegant but works until a solution is offered.
>
>
> Daniel Jenning wrote:
>   
>> I seem to have two problems with e-mails from RT right now. One is that
>>     
> for
>   
>> some reason anything from RT is showing its full header in Outlook,
>>     
> although
>   
>> this doesn't happen in the older version I use elsewhere, I was wondering
>>     
> if
>   
>> anyone else has come across this - this only happens with RT mails.
>>
>> The second is that e-mails from RT list the From: as
>>
>> Nobody [nobody@*************.***]; on behalf of; *Users Name* via RT
>> [programming-comment@***********.***]
>>
>> Obviously I've edited it a bit to remove info but you get the idea. In the
>> header we have:
>>
>> Reply-To: programming-comment@*********.***
>> RT-Originator: *user*@***********.***
>> Sender: Nobody <nobody@**********.***>
>> From: "*Users Name* via RT" <programming-comment@*********.***>
>>
>> Now I'm guessing sendmail is adding nobody as the sender, but I can't be
>> sure. Again any help would be great, as some mails clients don't deal with
>> it right and we don't like having 'nobody' in the address.
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>   
>>     
>
>   



From tim at calicohosting.com  Mon Oct  1 08:14:54 2007
From: tim at calicohosting.com (Tim Hibbard)
Date: Mon, 01 Oct 2007 08:14:54 -0400
Subject: [rt-users] E-Mail issues
In-Reply-To: <8E80C054A3A54707A912E9E903409D33@VistaPC>
References: <DD6055FCFB2741BC867435021802186C@VistaPC>
	<46FD673A.30804@calicohosting.com>
	<8E80C054A3A54707A912E9E903409D33@VistaPC>
Message-ID: <4700E4BE.9080502@calicohosting.com>

OK, not enough coffee yet, SendEmail.pm and not sendmail.  lol, enjoy 
your week.

Daniel Jenning wrote:
> Hi, 
>
> Thanks for the idea, however I just edited SendEmail.pm to change the sender
> address to the 'from' address, which sorts it out nicely. It seems it's the
> program 'sendmail' that's adding the 'nobody' header to sender, but only if
> its blank.
>  
>
> -----Original Message-----
> From: Tim Hibbard [mailto:tim at calicohosting.com] 
> Sent: 28 September 2007 21:43
> To: Daniel Jenning
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] E-Mail issues
>
> I have the same problem and posted the same question about a week ago.  
> For a temp solution I created an alias from nobody@***.*** to -> 
> programming-comment@******.***
>
> Not elegant but works until a solution is offered.
>
>
> Daniel Jenning wrote:
>   
>> I seem to have two problems with e-mails from RT right now. One is that
>>     
> for
>   
>> some reason anything from RT is showing its full header in Outlook,
>>     
> although
>   
>> this doesn't happen in the older version I use elsewhere, I was wondering
>>     
> if
>   
>> anyone else has come across this - this only happens with RT mails.
>>
>> The second is that e-mails from RT list the From: as
>>
>> Nobody [nobody@*************.***]; on behalf of; *Users Name* via RT
>> [programming-comment@***********.***]
>>
>> Obviously I've edited it a bit to remove info but you get the idea. In the
>> header we have:
>>
>> Reply-To: programming-comment@*********.***
>> RT-Originator: *user*@***********.***
>> Sender: Nobody <nobody@**********.***>
>> From: "*Users Name* via RT" <programming-comment@*********.***>
>>
>> Now I'm guessing sendmail is adding nobody as the sender, but I can't be
>> sure. Again any help would be great, as some mails clients don't deal with
>> it right and we don't like having 'nobody' in the address.
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales 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  Mon Oct  1 11:31:11 2007
From: j0ey at j0ey.de (j0ey.de)
Date: Mon, 01 Oct 2007 17:31:11 +0200
Subject: [rt-users] CommandByEmail
Message-ID: <470112BF.7020708@j0ey.de>

Heyas,

anyone found a solution for this "bug"?

http://rt.cpan.org/Public/Bug/Display.html?id=27333

Greets,
joey


From ocraig at stillsecure.com  Mon Oct  1 14:04:02 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Mon, 01 Oct 2007 12:04:02 -0600
Subject: [rt-users] Get RT to send mail 7-bit encoded?
In-Reply-To: <8BC845943058D844ABFC73D2220D466506C3148C@nics-mail.sbg.nic.at>
References: <8BC845943058D844ABFC73D2220D466506C3148C@nics-mail.sbg.nic.at>
Message-ID: <1191261842.30312.42.camel@localhost.localdomain>

Don't know about the feasibility of (3) but speaking as a past-life
sitewide postmaster and email admin I'd suggest going with (1) or
possibly (2). An MTA that doesn't check on what the receiving MTA will
accept is not an animal for which I'd be willing to take on the care and
feeding.

	Cheers,
		Ole

On Mon, 2007-10-01 at 13:28 +0200, Otmar Lendl wrote:
> 1) Junk exim and use a MTA which can do 8bit->7bit conversion 
>    (e.g. sendmail or postfix)
> 
> 2) Route outgoing email via a sendmail or postfix box. 
-- 
/Ole Craig
Security Engineer
Team lead, customer support

ocraig at stillsecure.com
303-381-3802 main support line
303-381-3824 my voicemail
303-381-3880 fax

www.stillsecure.com


From thierry.thelliez.tech at gmail.com  Mon Oct  1 16:26:00 2007
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Mon, 1 Oct 2007 14:26:00 -0600
Subject: [rt-users] How-To? Required Custom Field
Message-ID: <42f5c4430710011326w121c31bdn400425ec9242eaee@mail.gmail.com>

Using RT 3.6.4, I am trying to make a custom field to be required at
Ticket creation time (through the SelfService interface).

This field has the 'Select One Value' type.

I set the Validation field to: '(?#Mandatory).' but this did not work.
I could still create a ticket. Reading other threads I tryied:
'(?#Mandatory)(^[A-Z]+$)'. This did not work either (Yes the choices
are starting with an upper case letter).

Could someone confirm that Mandatory means Required?

Is there a way to forbid creation of a ticket unless the required
fields are filled?


Thanks,
Thierry Thelliez


From jesse at bestpractical.com  Mon Oct  1 17:37:26 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 1 Oct 2007 17:37:26 -0400
Subject: [rt-users] [Rt-announce] RT 3.6.5 now available
Message-ID: <20071001213726.GV17251@bestpractical.com>

This release of RT is primarly a bugfix release for RT 3.6.4, though a
few small improvements did manage to creep into the codebase.

You can download the new release at:

http://download.bestpractical.com/pub/rt/release/rt-3.6.5.tar.gz

A GPG signature of the download can be fetched from:

http://download.bestpractical.com/pub/rt/release/rt-3.6.5.tar.gz.sig

Best,

Jesse


Fixes:

* MIME::Tools removed a method from their public API. this works around it

* fix performance regression in searches by watchers joined
  with other conditions using OR

* call RT::User->CanonicalizeEmailAddress as class method instead of
  passing undef as first argument

* better canonicalization of multiple addresses in the cc/bcc box on
  correspondence and comment

* James Bunch pointed out a missing $ that would cause a failed method
  call in an error scenario

* Some custom fields (mixed case ones) didn't work properly on
  case-sensitive databases from the CLI client

* Fixed RT REST API and commandline client to support custom fields
  with spaces in their names

* Oracle drop schema typo fixes. Thanks to Joop van de Wege.

* Someone left in a call to Data::Dumper, removed.

* reverted CSS changes causing problems in IE browser

* use fewer nested tables when showing an editor component for a CF

* don't show a CF on create and/or edit if user has no right to change it

* add missed closing </div>. Thanks to Nicholas Clark 

* for a long time format parser has been parsing /CLASS, but we were
  not using it. Thanks to Nicholas Clark

* get rid of old perl-5.6.1 compatibility code

* fix a bug where a 0 was displayed after a value for multiple-values
  custom fields. Thanks to Quentin Garnier

* add new $ChartFont option to the config which allow admin to
  select a TrueType font RT will use in charts

* Fix to not update tickets multiple times when doing a selfservice posting.

* doc updates

Features:

* clear duplications in recipient lists of outgoing emails.
  Based on patch from Dirk Pape.

* RT::Base::CurrentUser
 * allow passing RT::User as argument
 * check that the object is really RT::CurrentUser or its sub-class
 * verbose error message
 * on error return undef instead of 0(zero)

Tests:

* fix compatibility of a test with new version of mason

* mark only one query as todo instead of many which really should pass

Translations

* fix translation of phrase 'Tickets' in ru.po
* simplify translators' work by using phrases with the same case
* Updated Japanese translation from  y-iida at secom.co.jp


 


-- 
_______________________________________________
RT-Announce mailing list
RT-Announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From pape-rt at inf.fu-berlin.de  Tue Oct  2 02:17:46 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Tue, 02 Oct 2007 08:17:46 +0200
Subject: [rt-users] pls. add a callback to /Admin/Users/Modify and change
 RT::Extension::MergeUsers
Message-ID: <33A5FAD20D0DC13B4C9DC870@idefix.mi.fu-berlin.de>

Hello,

I observed that RT::Extension::MergeUsers overwrites 
/Admin/Users/Modify.html which is not good for two reasons:

 - after updating RT this modified version will be overwritten by the 
original RT-version and MergeUsers looses its GUI

 - the version in MergeUser is a modification from an old (buggy html) 
version

So I propose following patch to RT, to add two callbacks to 
/Admin/Users/Modify.html:
<http://page.mi.fu-berlin.de/pape/rt3/patches/rt/3.6.4/add_callbacks_to_admin_users.patch>

and attach a callback, that RT::Extension::MergeUsers should use for new 
RT-Versions instead of overwriting Modify.html.

Regards, Dirk.
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From pape-rt at inf.fu-berlin.de  Tue Oct  2 02:34:08 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Tue, 02 Oct 2007 08:34:08 +0200
Subject: [rt-users] minor html correction to RT
Message-ID: <B68415F88FC87904BFD3C923@idefix.mi.fu-berlin.de>

Hello Jesse,

sorry posting this after you having 3.6.5 out, but these are only minor 
corrections
Since Safari tries to be very smart with table width:auto*, I set table 
width:100% on body lauyout tables on some pages.

<http://page.mi.fu-berlin.de/pape/rt3/patches/rt/3.6.4/rt3.6-xhtml-2.patch>

* making them smaller than necessary and breaking table field without any 
need

Regards, Dirk.



From rt_admin at cirrus.pl  Tue Oct  2 02:38:59 2007
From: rt_admin at cirrus.pl (Pawel Weglewski)
Date: Tue, 02 Oct 2007 08:38:59 +0200
Subject: [rt-users] Re: Missing comments from Web interface
In-Reply-To: <20070919134707.8E1634D81EB@diesel.bestpractical.com>
References: <20070919134707.8E1634D81EB@diesel.bestpractical.com>
Message-ID: <4701E783.1000107@cirrus.pl>


> Message: 2
> Date: Wed, 19 Sep 2007 13:49:19 +0200
> From: Pawel Weglewski <rt_admin at cirrus.pl>
> Subject: [rt-users] Missing comments from Web interface
> To: rt-users at lists.bestpractical.com
> Message-ID: <46F10CBF.4060109 at cirrus.pl>
> Content-Type: text/plain; charset=ISO-8859-1
>
> I have a riddle. I'm using RT 3.6.4 (upgraded from 3.4.2) installed from
> source on Debian Etch. Recently I've noticed, that comments added from
> web interfaces do not show int the ticket listing. The mail about such
> comment is sent properly as the scrips state. Does anyone have any idea
> what can be wrong?
> The funniest thing is, that this comment loss only takes place in some
> cases, but I fail to find a scheme in this.
> Any help will be appreciated
>
>   
I've traced the problem to the ShowHistory module. In some tickets it
does not display all transactions and does not display footer. When I
change the order of the displayed transactions, I see all missing
transactions, but only the missing ones. The previously displayed ones
are now missing. I think that the lack of footer may be a hint. Any
ideas how to repair this?

-- 
Pawel Weglewski
Konsultant ds. Nowych Technologii
Cirrus - Aedificaremus Tibi
tel.: (058) 530 03 63
mail: pweglewski at cirrus.pl



From bjoern.schulz at desy.de  Tue Oct  2 03:18:39 2007
From: bjoern.schulz at desy.de (Bjoern Schulz)
Date: Tue, 02 Oct 2007 09:18:39 +0200
Subject: [rt-users] Date/Time in exported spreadsheet wrong 
Message-ID: <4701F0CF.7050807@desy.de>

Hi list,

we are using RT 3.6.5 RC2 and I observe the following problem.
We like to export search data to a spreadsheet, but there is a different 
between the date in the web-UI and the exported data. In our case its 2 
hours.


Our RT_SiteConfig.pm
# $Timezone is used to convert times entered by users into GMT and back 
again
# It should be set to a timezone recognized by your local unix box.
Set($Timezone , 'Europe/Berlin');



Thanks for any input!

bjoern


From jawalk00 at uky.edu  Tue Oct  2 10:31:00 2007
From: jawalk00 at uky.edu (Walker, John A)
Date: Tue, 2 Oct 2007 10:31:00 -0400
Subject: [rt-users] Timeworked modification and sending mail
Message-ID: <D11EBD6C6FBB3C4C9B58A82BF01C9D57DC802F8A@EX7FM04.ad.uky.edu>

OK ... I'm at wits end on this issue. We have a group that we provide change management service for that wants to also keep track of time worked on specific tickets. The first thing that I discovered was that the value of of $self->TicketObj->TimeWorked is cumulative. This was going to cause a problem because what this user wants to do is send email to the work order desk to report the time worked on a ticket as it is entered (not the total when resolved). So this meant that everytime I generated an email the work order folks were going to enter a running total each time work was performed which of course would not reflect the total time worked but far more than that.
So ... since we don't really use time worked for anything else, I decided to mess with the Ticket_Overlay.pm. I changed the pm to do the following:
sub _UpdateTimeTaken {
my $self = shift;
my $Minutes = shift;
my ($Total);
$Total = $self->SUPER::_Value("TimeWorked");
#$Total = ( $Total || 0 ) + ( $Minutes || 0 );
#### The original line is remarked out above.
#### The following line added.
$Total = ( 0 ) + ( $Minutes || 0 );
$self->SUPER::_Set(
Field => "TimeWorked",
Value => $Total
);
return ($Total);
}
Basically this change just keeps the last value entered and stores that as time worked. So great ... now I can report the time worked to the work order desk right? Well not exactly. I wanted to do a check to see what the status of time worked was to determine if I should send email to the work order desk. If $timeworked is 0 then I don't send to the work order desk and if it isn't 0 then I send the email. Here is what I was trying to do:
Condition: User Defined
Action: Notify Other Recipients
Template: ukcommwo - test2 (This is a custom template I made to send to this certain group of folks.)
Stage: TransactionBatch
##################################
#SCRIP TO PROCESS FOR TIME WORKED#
##################################
$RT::Logger->debug("*********** Starting time entry scrip ************\n\n");
###############
## Set Variables
#################
###############
## Ticket Variables
###################
my $timeworked = $self->TicketObj->TimeWorked;
if ($timeworked == 0) {
$RT::Logger->debug("No time worked. Move on to next script.");
return 0;
} else {
$RT::Logger->debug("Time worked: $timeworked");
return 1;
}
In my innocence I thought for sure that this would be all I needed but I ran into a 'gotcha'. So on ticket X I want to enter a comment and some time worked. I click on comment and then I add my time and leave a comment. It works great. It detects that $timeworked isn't 0 and generates the email. So the next time I want to comment ... I click on comment and immediately an email gets generated because the value of Timeworked is not zero. Mind you this is BEFORE I even put in a comment or add time ... this is just upon clicking on comment on the web interface to begin leaving a comment. So ... I had an idea that I would run another scrip that would then reset the value back 0 after generating the email to the work order desk. That works but what I get is an entry on the ticket for every comment that shows the value of timeworked getting reset to 0. Cosmetically annoying and something I would like to avoid.
Does anyone have any ideas on how I can check the value of $timeworked but not generate the email when I just click on Comment to start leaving a comment? Any other tips or suggestions on how to do this would be greatly appreciated. I hoping that I've made this clear but since I'm typing this in a hurry and since I'm so entrenched in the problem I'm bet it is like mud to all of you. I hope not though.
- John


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From ben at computerhelpme.com  Tue Oct  2 14:30:49 2007
From: ben at computerhelpme.com (Ben Weston)
Date: Tue, 2 Oct 2007 14:30:49 -0400
Subject: [rt-users] Error after upgrading to 3.6.5
Message-ID: <6965B482F568674F8DDD809A6F0A5D2209320A@sbsdemo.computerhelp.local>

I just upgraded to 3.6.5 today, and now when trying to do a quick search
for a ticket number, I get the following error:

 


Bad Request


Your browser sent a request that this server could not understand.
Reason: You're speaking plain HTTP to an SSL-enabled server port.
Instead use the HTTPS scheme to access this URL, please.

Hint: https://192.168.51.220/ <https://192.168.51.220/> 

 

 

It only happens when searching for a number, it works fine when
searching for a text string.  Also, it only gives the error in Firefox
though, IE just displays a blank page.  

 

 

Ideas, Suggestions?

 

Thanks,

Ben

--

Ben Weston

System/Network Engineer

ComputerHELP! Inc.

(207) 783-8478

 

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From jesse at bestpractical.com  Tue Oct  2 14:30:57 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 2 Oct 2007 14:30:57 -0400
Subject: [rt-users] Error after upgrading to 3.6.5
In-Reply-To: <6965B482F568674F8DDD809A6F0A5D2209320A@sbsdemo.computerhelp.local>
References: <6965B482F568674F8DDD809A6F0A5D2209320A@sbsdemo.computerhelp.local>
Message-ID: <20071002183057.GP4539@bestpractical.com>




On Tue, Oct 02, 2007 at 02:30:49PM -0400, Ben Weston wrote:
> I just upgraded to 3.6.5 today, and now when trying to do a quick search
> for a ticket number, I get the following error:
> 

Sounds like your RT is doing a redirect to the wrong URL. Check your
WebBaseURL?

-jesse

>  
> 
> 
> Bad Request
> 
> 
> Your browser sent a request that this server could not understand.
> Reason: You're speaking plain HTTP to an SSL-enabled server port.
> Instead use the HTTPS scheme to access this URL, please.
> 
> Hint: https://192.168.51.220/ <https://192.168.51.220/> 
> 
>  
> 
>  
> 
> It only happens when searching for a number, it works fine when
> searching for a text string.  Also, it only gives the error in Firefox
> though, IE just displays a blank page.  
> 
>  
> 
>  
> 
> Ideas, Suggestions?
> 
>  
> 
> Thanks,
> 
> Ben
> 
> --
> 
> Ben Weston
> 
> System/Network Engineer
> 
> ComputerHELP! Inc.
> 
> (207) 783-8478
> 
>  
> 

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

-- 


From ben at computerhelpme.com  Tue Oct  2 14:38:13 2007
From: ben at computerhelpme.com (Ben Weston)
Date: Tue, 2 Oct 2007 14:38:13 -0400
Subject: [rt-users] Error after upgrading to 3.6.5
In-Reply-To: <20071002183057.GP4539@bestpractical.com>
References: <6965B482F568674F8DDD809A6F0A5D2209320A@sbsdemo.computerhelp.local>
	<20071002183057.GP4539@bestpractical.com>
Message-ID: <6965B482F568674F8DDD809A6F0A5D2209320B@sbsdemo.computerhelp.local>

Rockin', That took care of it... Thought it had to be something simple.


Thanks

--
Ben Weston
System/Network Engineer
ComputerHELP! Inc.
(207) 783-8478

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, October 02, 2007 2:31 PM
To: Ben Weston
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Error after upgrading to 3.6.5




On Tue, Oct 02, 2007 at 02:30:49PM -0400, Ben Weston wrote:
> I just upgraded to 3.6.5 today, and now when trying to do a quick
search
> for a ticket number, I get the following error:
> 

Sounds like your RT is doing a redirect to the wrong URL. Check your
WebBaseURL?

-jesse

>  
> 
> 
> Bad Request
> 
> 
> Your browser sent a request that this server could not understand.
> Reason: You're speaking plain HTTP to an SSL-enabled server port.
> Instead use the HTTPS scheme to access this URL, please.
> 
> Hint: https://192.168.51.220/ <https://192.168.51.220/> 
> 
>  
> 
>  
> 
> It only happens when searching for a number, it works fine when
> searching for a text string.  Also, it only gives the error in Firefox
> though, IE just displays a blank page.  
> 
>  
> 
>  
> 
> Ideas, Suggestions?
> 
>  
> 
> Thanks,
> 
> Ben
> 
> --
> 
> Ben Weston
> 
> System/Network Engineer
> 
> ComputerHELP! Inc.
> 
> (207) 783-8478
> 
>  
> 

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

-- 


From jmoseley at corp.xanadoo.com  Tue Oct  2 14:36:01 2007
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Tue, 2 Oct 2007 13:36:01 -0500
Subject: [rt-users] Error after upgrading to 3.6.5
In-Reply-To: <6965B482F568674F8DDD809A6F0A5D2209320A@sbsdemo.computerhelp.local>
Message-ID: <OFFA80AFEF.5BD2C4B3-ON86257368.00661A02-86257368.00665FBD@pgtv.com>

What version did you upgrade from?  I am testing 3.6.5 and do not see the
error.


James Moseley




                                                                           
             "Ben Weston"                                                  
             <ben at computerhelp                                             
             me.com>                                                    To 
             Sent by:                  <rt-users at lists.bestpractical.com>  
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       [rt-users] Error after upgrading to 
                                       3.6.5                               
             10/02/2007 01:30                                              
             PM                                                            
                                                                           
                                                                           
                                                                           
                                                                           




I just upgraded to 3.6.5 today, and now when trying to do a quick search
for a ticket number, I get the following error:



Bad Request


Your browser sent a request that this server could not understand.
Reason: You're speaking plain HTTP to an SSL-enabled server port.
Instead use the HTTPS scheme to access this URL, please.
Hint: https://192.168.51.220/


It only happens when searching for a number, it works fine when searching
for a text string.  Also, it only gives the error in Firefox though, IE
just displays a blank page.


Ideas, Suggestions?

Thanks,
Ben
--
Ben Weston
System/Network Engineer
ComputerHELP! Inc.
(207) 783-8478
 _______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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



From mgregory at thesunnews.com  Tue Oct  2 17:57:27 2007
From: mgregory at thesunnews.com (Gregory, Matthew)
Date: Tue, 2 Oct 2007 17:57:27 -0400
Subject: [rt-users] System Error when using mod_fcgid and mod_fastcgi
Message-ID: <7DD7C744462F6541B47365FA27F5F4B5573D4D@mcc-buexch01.corp.kri.com>

Hello all,

we are evaluating rt for general support tracking.  I've had it
installed on a slower machine without fastcgi and was trying to boost
performance by switching to fastcgi, preferably mod_fcgid.

Unfortunately, I can't get past the following error:

Distribution: gentoo
RT Version: 3.6.3
error:

System error
error:  	could not find component for path '/l'
context:  	
...  	
85:  	<& /Elements/Logo &>
86:  	
87:  	<div id="quickbar">
88:  	<div id="quick-personal">
89:  	<span class="hide"><a href="#skipnav"><&|/l&>Skip Menu</&></a> |
</span>
90:  	% if ($session{'CurrentUser'}->Name) {
91:  	<&|/l, "<span>".$session{'CurrentUser'}->Name."</span>" &>Logged
in as [_1]</&>
92:  	% if ($session{'CurrentUser'}->HasRight( Right => 'ModifySelf',
Object => $RT::System )) {
93:  	| <a
href="<%$RT::WebPath%><%$Prefs%>"><&|/l&>Preferences</&></a>
...  	
code stack:  	/var/www/localhost/htdocs/rt/Elements/Header:89
/var/www/localhost/htdocs/rt/Elements/Login:68
/var/www/localhost/htdocs/rt/autohandler:298
raw error

*** Raw Error ***

could not find component for path '/l'


Trace begun at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 1204
HTML::Mason::Request::comp('HTML::Mason::Request::CGI=HASH(0x9c45038)',
'HASH(0x9ce9ff0)', '/l') called at
/var/www/localhost/htdocs/rt/Elements/Header line 89
HTML::Mason::Commands::__ANON__('Title', 'Login', 'Focus', 'user')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line
135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9c
ea044)', 'Title', 'Login', 'Focus', 'user') called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1262
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 1252
HTML::Mason::Request::comp(undef, undef, 'Title', 'Login', 'Focus',
'user') called at /var/www/localhost/htdocs/rt/Elements/Login line 68
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9c
a5acc)') called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1262
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 1252
HTML::Mason::Request::comp(undef, undef) called at
/var/www/localhost/htdocs/rt/autohandler line 298
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9c
642b8)') called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1257
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 1252
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 466
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 466
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 418
HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x9c45038)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/CGIHandler.pm line
192
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/CGIHandler.pm
line 192
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x9c4503
8)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm
line 342
HTML::Mason::Interp::exec(undef, undef) called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/CGIHandler.pm line 123
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/CGIHandler.pm
line 123
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x993ac7
4)', 'HASH(0x9b988a4)') called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/CGIHandler.pm line 73
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH
(0x993ac74)', 'CGI::Fast=HASH(0x9b97ec0)') called at
/var/www/localhost/rt3/bin/mason_handler.fcgi line 76
eval {...} at /var/www/localhost/rt3/bin/mason_handler.fcgi line 76

Matthew Gregory Sr.
Systems Administrator
The Sun News Inc.
c# 843-655-1687 


From Richard.Ellis at Sun.COM  Wed Oct  3 03:35:15 2007
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Wed, 03 Oct 2007 08:35:15 +0100
Subject: [rt-users] Syslog on Solaris 10
Message-ID: <47034633.3010307@sun.com>

Hi,

I am currently moving our RT instance from 3.4 on a Solaris 9 machine to 
3.6 on a Solaris 10 machine and have run into a problem with the system 
logging.

For security reasons, our IT guys turn off  the default UDP port 514. 
When I asked why, they gave me the following:

"Our builds all turn off the remote syslog port 514. It is generally 
considered
a security risk. Some bad person could fill up your disk with bogus
messages.  Local apps should use syslog(3c) or logger(1) to write
to syslog."

Is there a way to convince RT to use logger or syslog(3c) or simply to 
write all log output to its own log file instead? This is causing RT to 
fail miserably.

Thanks

Richard

-- 
Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com




From marco.avvisano at regione.toscana.it  Wed Oct  3 07:22:47 2007
From: marco.avvisano at regione.toscana.it (Marco Avvisano)
Date: Wed, 3 Oct 2007 13:22:47 +0200
Subject: [rt-users] errors on 3.6.5
References: <47034633.3010307@sun.com>
Message-ID: <661101c805af$ba631350$2b01d59f@regione.toscana.it>

I have installed Rt 3.6.5 ( Red Hat Enterprise Linux ES release 3),
 and i see a lot of error in my http errors log:

 FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:

I used these http configuration:

###  NameVirtualHost *:80
###  <VirtualHost *:80>
###    ServerAdmin root
###    ServerName your.host.name
###    DocumentRoot /opt/rt3/share/html/
###    AddDefaultCharset UTF-8
###    # Adding the following for RT (the ticket tracker)
###    AddHandler fastcgi-script .fcgi
###    <Directory "/opt/rt3/share/html">
###      Options FollowSymLinks ExecCGI
###      AllowOverride None
###    </Directory>
###    # Pass through requests to for noauth
###    Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images
###    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
###  </VirtualHost>
###  FastCgiIpcDir /tmp
###  FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 
120 -processes 4

Any ideas?

I also have problems, from the web, to see group/users created,  and change 
the person to assign
ticket (from root login, only nobody user)

thanks for suggestions

Marco



From jmoseley at corp.xanadoo.com  Wed Oct  3 08:36:06 2007
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Wed, 3 Oct 2007 07:36:06 -0500
Subject: [rt-users] Syslog on Solaris 10
In-Reply-To: <47034633.3010307@sun.com>
Message-ID: <OF3F416F4F.EF1C926D-ON86257369.00455139-86257369.00456BC1@pgtv.com>

I'd take a look at the following Log section of RT_Config.pm.  Also, take a
look at the Log::Dispatch::Syslog perl module documentation:

# {{{ Logging

# Logging.  The default is to log anything except debugging
# information to syslog.  Check the Log::Dispatch POD for
# information about how to get things by syslog, mail or anything
# else, get debugging info in the log, etc.

#  It might generally make
# sense to send error and higher by email to some administrator.
# If you do this, be careful that this email isn't sent to this RT
instance.

# the minimum level error that will be logged to the specific device.
# levels from lowest to highest:
#  debug info notice warning error critical alert emergency

#  Mail loops will generate a critical log message.
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , undef);
Set($LogDir, '/opt/rt3.6.5/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log

# If true generates stack traces to file log or screen
# never generates traces to syslog

Set($LogStackTraces , 0);

# On Solaris or UnixWare, set to ( socket => 'inet' ).  Options here
# override any other options RT passes to Log::Dispatch::Syslog.
# Other interesting flags include facility and logopt.  (See the
# Log::Dispatch::Syslog documentation for more information.)  (Maybe
# ident too, if you have multiple RT installations.)

@LogToSyslogConf = () unless (@LogToSyslogConf);

James Moseley




                                                                           
             Richard Ellis                                                 
             <Richard.Ellis at Su                                             
             n.COM>                                                     To 
             Sent by:                  rt-users at lists.bestpractical.com    
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       [rt-users] Syslog on Solaris 10     
                                                                           
             10/03/2007 02:35                                              
             AM                                                            
                                                                           
                                                                           
                                                                           




Hi,

I am currently moving our RT instance from 3.4 on a Solaris 9 machine to
3.6 on a Solaris 10 machine and have run into a problem with the system
logging.

For security reasons, our IT guys turn off  the default UDP port 514.
When I asked why, they gave me the following:

"Our builds all turn off the remote syslog port 514. It is generally
considered
a security risk. Some bad person could fill up your disk with bogus
messages.  Local apps should use syslog(3c) or logger(1) to write
to syslog."

Is there a way to convince RT to use logger or syslog(3c) or simply to
write all log output to its own log file instead? This is causing RT to
fail miserably.

Thanks

Richard

--
Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com


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

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


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




From Richard.Ellis at Sun.COM  Wed Oct  3 08:54:41 2007
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Wed, 03 Oct 2007 13:54:41 +0100
Subject: [rt-users] Syslog on Solaris 10
In-Reply-To: <OF3F416F4F.EF1C926D-ON86257369.00455139-86257369.00456BC1@pgtv.com>
References: <OF3F416F4F.EF1C926D-ON86257369.00455139-86257369.00456BC1@pgtv.com>
Message-ID: <47039111.3010104@sun.com>

Hi James,

Yep, I've configured it in RT_SiteConfig.pm

@LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed,"rt.log");
Set($LogToSyslog, 'debug');
Set($LogToFile, 'warning');

which is the same settings we use on the old Solaris 9 box which has 
worked for years. Because of the security changes, that just doesn't 
work on the Solaris 10 machine as the syslogd daemon isn't running on 
the default port (514) anymore. My choices are either change the way 
messages are written to syslog by using a different method, or change 
the target.

I'd prefer not to have to hack the core files about if I can avoid it.

Richard

James Moseley wrote:
> I'd take a look at the following Log section of RT_Config.pm.  Also, take a
> look at the Log::Dispatch::Syslog perl module documentation:
>
> # {{{ Logging
>
> # Logging.  The default is to log anything except debugging
> # information to syslog.  Check the Log::Dispatch POD for
> # information about how to get things by syslog, mail or anything
> # else, get debugging info in the log, etc.
>
> #  It might generally make
> # sense to send error and higher by email to some administrator.
> # If you do this, be careful that this email isn't sent to this RT
> instance.
>
> # the minimum level error that will be logged to the specific device.
> # levels from lowest to highest:
> #  debug info notice warning error critical alert emergency
>
> #  Mail loops will generate a critical log message.
> Set($LogToSyslog    , 'debug');
> Set($LogToScreen    , 'error');
> Set($LogToFile      , undef);
> Set($LogDir, '/opt/rt3.6.5/var/log');
> Set($LogToFileNamed , "rt.log");    #log to rt.log
>
> # If true generates stack traces to file log or screen
> # never generates traces to syslog
>
> Set($LogStackTraces , 0);
>
> # On Solaris or UnixWare, set to ( socket => 'inet' ).  Options here
> # override any other options RT passes to Log::Dispatch::Syslog.
> # Other interesting flags include facility and logopt.  (See the
> # Log::Dispatch::Syslog documentation for more information.)  (Maybe
> # ident too, if you have multiple RT installations.)
>
> @LogToSyslogConf = () unless (@LogToSyslogConf);
>
> James Moseley
>
>
>
>
>                                                                            
>              Richard Ellis                                                 
>              <Richard.Ellis at Su                                             
>              n.COM>                                                     To 
>              Sent by:                  rt-users at lists.bestpractical.com    
>              rt-users-bounces@                                          cc 
>              lists.bestpractic                                             
>              al.com                                                Subject 
>                                        [rt-users] Syslog on Solaris 10     
>                                                                            
>              10/03/2007 02:35                                              
>              AM                                                            
>                                                                            
>                                                                            
>                                                                            
>
>
>
>
> Hi,
>
> I am currently moving our RT instance from 3.4 on a Solaris 9 machine to
> 3.6 on a Solaris 10 machine and have run into a problem with the system
> logging.
>
> For security reasons, our IT guys turn off  the default UDP port 514.
> When I asked why, they gave me the following:
>
> "Our builds all turn off the remote syslog port 514. It is generally
> considered
> a security risk. Some bad person could fill up your disk with bogus
> messages.  Local apps should use syslog(3c) or logger(1) to write
> to syslog."
>
> Is there a way to convince RT to use logger or syslog(3c) or simply to
> write all log output to its own log file instead? This is causing RT to
> fail miserably.
>
> Thanks
>
> Richard
>
> --
> Richard Ellis
> .Sun B2B Operations
> Sun Microsystems x24727
> http://sun.com
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
>   


-- 
Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com




From jmoseley at corp.xanadoo.com  Wed Oct  3 09:03:37 2007
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Wed, 3 Oct 2007 08:03:37 -0500
Subject: [rt-users] Syslog on Solaris 10
In-Reply-To: <47039111.3010104@sun.com>
Message-ID: <OFA112E7F0.7CEDE179-ON86257369.00475061-86257369.0047F0D4@pgtv.com>

First, unless you are debugging a problem, there is no reason log debug
output (you're basically logging every action RT does) - especially to
syslog since that's causing a problem.  Try using this:

Set($LogToSyslog, undef);

or Set($LogToSyslog, 'emergency');

Then choose the log level you want (perhaps you want debug) and log to
file: Set($LogToFile, ......;

The above doesn't completely turn off logging to syslog, but should
virtually eliminate it and thus eliminate your errors.



James Moseley




                                                                           
             Richard Ellis                                                 
             <Richard.Ellis at Su                                             
             n.COM>                                                     To 
             Sent by:                  James Moseley                       
             Richard.Ellis at Sun         <jmoseley at corp.xanadoo.com>         
             .COM                                                       cc 
                                       rt-users at lists.bestpractical.com    
                                                                   Subject 
             10/03/2007 07:54          Re: [rt-users] Syslog on Solaris 10 
             AM                                                            
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




Hi James,

Yep, I've configured it in RT_SiteConfig.pm

@LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed,"rt.log");
Set($LogToSyslog, 'debug');
Set($LogToFile, 'warning');

which is the same settings we use on the old Solaris 9 box which has
worked for years. Because of the security changes, that just doesn't
work on the Solaris 10 machine as the syslogd daemon isn't running on
the default port (514) anymore. My choices are either change the way
messages are written to syslog by using a different method, or change
the target.

I'd prefer not to have to hack the core files about if I can avoid it.

Richard

James Moseley wrote:
> I'd take a look at the following Log section of RT_Config.pm.  Also, take
a
> look at the Log::Dispatch::Syslog perl module documentation:
>
> # {{{ Logging
>
> # Logging.  The default is to log anything except debugging
> # information to syslog.  Check the Log::Dispatch POD for
> # information about how to get things by syslog, mail or anything
> # else, get debugging info in the log, etc.
>
> #  It might generally make
> # sense to send error and higher by email to some administrator.
> # If you do this, be careful that this email isn't sent to this RT
> instance.
>
> # the minimum level error that will be logged to the specific device.
> # levels from lowest to highest:
> #  debug info notice warning error critical alert emergency
>
> #  Mail loops will generate a critical log message.
> Set($LogToSyslog    , 'debug');
> Set($LogToScreen    , 'error');
> Set($LogToFile      , undef);
> Set($LogDir, '/opt/rt3.6.5/var/log');
> Set($LogToFileNamed , "rt.log");    #log to rt.log
>
> # If true generates stack traces to file log or screen
> # never generates traces to syslog
>
> Set($LogStackTraces , 0);
>
> # On Solaris or UnixWare, set to ( socket => 'inet' ).  Options here
> # override any other options RT passes to Log::Dispatch::Syslog.
> # Other interesting flags include facility and logopt.  (See the
> # Log::Dispatch::Syslog documentation for more information.)  (Maybe
> # ident too, if you have multiple RT installations.)
>
> @LogToSyslogConf = () unless (@LogToSyslogConf);
>
> James Moseley
>
>
>
>
>

>              Richard Ellis

>              <Richard.Ellis at Su

>              n.COM>
To
>              Sent by:                  rt-users at lists.bestpractical.com

>              rt-users-bounces@
cc
>              lists.bestpractic

>              al.com
Subject
>                                        [rt-users] Syslog on Solaris 10

>

>              10/03/2007 02:35

>              AM

>

>

>

>
>
>
>
> Hi,
>
> I am currently moving our RT instance from 3.4 on a Solaris 9 machine to
> 3.6 on a Solaris 10 machine and have run into a problem with the system
> logging.
>
> For security reasons, our IT guys turn off  the default UDP port 514.
> When I asked why, they gave me the following:
>
> "Our builds all turn off the remote syslog port 514. It is generally
> considered
> a security risk. Some bad person could fill up your disk with bogus
> messages.  Local apps should use syslog(3c) or logger(1) to write
> to syslog."
>
> Is there a way to convince RT to use logger or syslog(3c) or simply to
> write all log output to its own log file instead? This is causing RT to
> fail miserably.
>
> Thanks
>
> Richard
>
> --
> Richard Ellis
> .Sun B2B Operations
> Sun Microsystems x24727
> http://sun.com
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
>


--
Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com






From Richard.Ellis at Sun.COM  Wed Oct  3 09:08:41 2007
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Wed, 03 Oct 2007 14:08:41 +0100
Subject: [rt-users] Syslog on Solaris 10
In-Reply-To: <OFA112E7F0.7CEDE179-ON86257369.00475061-86257369.0047F0D4@pgtv.com>
References: <OFA112E7F0.7CEDE179-ON86257369.00475061-86257369.0047F0D4@pgtv.com>
Message-ID: <47039459.8040208@sun.com>

HI,

 From playing with the log levels over the last couple of days, it 
doesn't seem to make that much difference. RT appears to attempt to 
verify the connection to syslog even if I set it to undef and errors out 
because the connection doesn't exist.

We have debug switched on to try and find answers to a couple of ongoing 
niggles, which don't stop RT working but degrade its effectiveness for us.

Once I have the new machine working, we will revisit the log data and 
see if the errors go away.

Richard
James Moseley wrote:
> First, unless you are debugging a problem, there is no reason log debug
> output (you're basically logging every action RT does) - especially to
> syslog since that's causing a problem.  Try using this:
>
> Set($LogToSyslog, undef);
>
> or Set($LogToSyslog, 'emergency');
>
> Then choose the log level you want (perhaps you want debug) and log to
> file: Set($LogToFile, ......;
>
> The above doesn't completely turn off logging to syslog, but should
> virtually eliminate it and thus eliminate your errors.
>
>
>
> James Moseley
>
>
>
>
>                                                                            
>              Richard Ellis                                                 
>              <Richard.Ellis at Su                                             
>              n.COM>                                                     To 
>              Sent by:                  James Moseley                       
>              Richard.Ellis at Sun         <jmoseley at corp.xanadoo.com>         
>              .COM                                                       cc 
>                                        rt-users at lists.bestpractical.com    
>                                                                    Subject 
>              10/03/2007 07:54          Re: [rt-users] Syslog on Solaris 10 
>              AM                                                            
>                                                                            
>                                                                            
>                                                                            
>                                                                            
>                                                                            
>
>
>
>
> Hi James,
>
> Yep, I've configured it in RT_SiteConfig.pm
>
> @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);
> Set($LogDir, '/opt/rt3/var/log');
> Set($LogToFileNamed,"rt.log");
> Set($LogToSyslog, 'debug');
> Set($LogToFile, 'warning');
>
> which is the same settings we use on the old Solaris 9 box which has
> worked for years. Because of the security changes, that just doesn't
> work on the Solaris 10 machine as the syslogd daemon isn't running on
> the default port (514) anymore. My choices are either change the way
> messages are written to syslog by using a different method, or change
> the target.
>
> I'd prefer not to have to hack the core files about if I can avoid it.
>
> Richard
>
> James Moseley wrote:
>   
>> I'd take a look at the following Log section of RT_Config.pm.  Also, take
>>     
> a
>   
>> look at the Log::Dispatch::Syslog perl module documentation:
>>
>> # {{{ Logging
>>
>> # Logging.  The default is to log anything except debugging
>> # information to syslog.  Check the Log::Dispatch POD for
>> # information about how to get things by syslog, mail or anything
>> # else, get debugging info in the log, etc.
>>
>> #  It might generally make
>> # sense to send error and higher by email to some administrator.
>> # If you do this, be careful that this email isn't sent to this RT
>> instance.
>>
>> # the minimum level error that will be logged to the specific device.
>> # levels from lowest to highest:
>> #  debug info notice warning error critical alert emergency
>>
>> #  Mail loops will generate a critical log message.
>> Set($LogToSyslog    , 'debug');
>> Set($LogToScreen    , 'error');
>> Set($LogToFile      , undef);
>> Set($LogDir, '/opt/rt3.6.5/var/log');
>> Set($LogToFileNamed , "rt.log");    #log to rt.log
>>
>> # If true generates stack traces to file log or screen
>> # never generates traces to syslog
>>
>> Set($LogStackTraces , 0);
>>
>> # On Solaris or UnixWare, set to ( socket => 'inet' ).  Options here
>> # override any other options RT passes to Log::Dispatch::Syslog.
>> # Other interesting flags include facility and logopt.  (See the
>> # Log::Dispatch::Syslog documentation for more information.)  (Maybe
>> # ident too, if you have multiple RT installations.)
>>
>> @LogToSyslogConf = () unless (@LogToSyslogConf);
>>
>> James Moseley
>>
>>
>>
>>
>>
>>     
>
>   
>>              Richard Ellis
>>     
>
>   
>>              <Richard.Ellis at Su
>>     
>
>   
>>              n.COM>
>>     
> To
>   
>>              Sent by:                  rt-users at lists.bestpractical.com
>>     
>
>   
>>              rt-users-bounces@
>>     
> cc
>   
>>              lists.bestpractic
>>     
>
>   
>>              al.com
>>     
> Subject
>   
>>                                        [rt-users] Syslog on Solaris 10
>>     
>
>   
>
>   
>>              10/03/2007 02:35
>>     
>
>   
>>              AM
>>     
>
>   
>
>   
>
>   
>
>   
>>
>>
>> Hi,
>>
>> I am currently moving our RT instance from 3.4 on a Solaris 9 machine to
>> 3.6 on a Solaris 10 machine and have run into a problem with the system
>> logging.
>>
>> For security reasons, our IT guys turn off  the default UDP port 514.
>> When I asked why, they gave me the following:
>>
>> "Our builds all turn off the remote syslog port 514. It is generally
>> considered
>> a security risk. Some bad person could fill up your disk with bogus
>> messages.  Local apps should use syslog(3c) or logger(1) to write
>> to syslog."
>>
>> Is there a way to convince RT to use logger or syslog(3c) or simply to
>> write all log output to its own log file instead? This is causing RT to
>> fail miserably.
>>
>> Thanks
>>
>> Richard
>>
>> --
>> Richard Ellis
>> .Sun B2B Operations
>> Sun Microsystems x24727
>> http://sun.com
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>
>>     
>
>
> --
> Richard Ellis
> .Sun B2B Operations
> Sun Microsystems x24727
> http://sun.com
>
>
>
>
>   


-- 
Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com




From jmoseley at corp.xanadoo.com  Wed Oct  3 09:13:44 2007
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Wed, 3 Oct 2007 08:13:44 -0500
Subject: [rt-users] Syslog on Solaris 10
In-Reply-To: <47039459.8040208@sun.com>
Message-ID: <OFE040DE44.D81633D9-ON86257369.0048C522-86257369.0048DE37@pgtv.com>

I'd still be curious what this does:

Set($LogToSyslog, undef);

Perhaps someone else can chime in, but I would think this would in effect
disable logging to syslog.


James Moseley




                                                                           
             Richard Ellis                                                 
             <Richard.Ellis at Su                                             
             n.COM>                                                     To 
             Sent by:                  James Moseley                       
             Richard.Ellis at Sun         <jmoseley at corp.xanadoo.com>         
             .COM                                                       cc 
                                       rt-users at lists.bestpractical.com    
                                                                   Subject 
             10/03/2007 08:08          Re: [rt-users] Syslog on Solaris 10 
             AM                                                            
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




HI,

 From playing with the log levels over the last couple of days, it
doesn't seem to make that much difference. RT appears to attempt to
verify the connection to syslog even if I set it to undef and errors out
because the connection doesn't exist.

We have debug switched on to try and find answers to a couple of ongoing
niggles, which don't stop RT working but degrade its effectiveness for us.

Once I have the new machine working, we will revisit the log data and
see if the errors go away.

Richard
James Moseley wrote:
> First, unless you are debugging a problem, there is no reason log debug
> output (you're basically logging every action RT does) - especially to
> syslog since that's causing a problem.  Try using this:
>
> Set($LogToSyslog, undef);
>
> or Set($LogToSyslog, 'emergency');
>
> Then choose the log level you want (perhaps you want debug) and log to
> file: Set($LogToFile, ......;
>
> The above doesn't completely turn off logging to syslog, but should
> virtually eliminate it and thus eliminate your errors.
>
>
>
> James Moseley
>
>
>
>
>

>              Richard Ellis

>              <Richard.Ellis at Su

>              n.COM>
To
>              Sent by:                  James Moseley

>              Richard.Ellis at Sun         <jmoseley at corp.xanadoo.com>

>              .COM
cc
>                                        rt-users at lists.bestpractical.com

>
Subject
>              10/03/2007 07:54          Re: [rt-users] Syslog on Solaris
10
>              AM

>

>

>

>

>

>
>
>
>
> Hi James,
>
> Yep, I've configured it in RT_SiteConfig.pm
>
> @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);
> Set($LogDir, '/opt/rt3/var/log');
> Set($LogToFileNamed,"rt.log");
> Set($LogToSyslog, 'debug');
> Set($LogToFile, 'warning');
>
> which is the same settings we use on the old Solaris 9 box which has
> worked for years. Because of the security changes, that just doesn't
> work on the Solaris 10 machine as the syslogd daemon isn't running on
> the default port (514) anymore. My choices are either change the way
> messages are written to syslog by using a different method, or change
> the target.
>
> I'd prefer not to have to hack the core files about if I can avoid it.
>
> Richard
>
> James Moseley wrote:
>
>> I'd take a look at the following Log section of RT_Config.pm.  Also,
take
>>
> a
>
>> look at the Log::Dispatch::Syslog perl module documentation:
>>
>> # {{{ Logging
>>
>> # Logging.  The default is to log anything except debugging
>> # information to syslog.  Check the Log::Dispatch POD for
>> # information about how to get things by syslog, mail or anything
>> # else, get debugging info in the log, etc.
>>
>> #  It might generally make
>> # sense to send error and higher by email to some administrator.
>> # If you do this, be careful that this email isn't sent to this RT
>> instance.
>>
>> # the minimum level error that will be logged to the specific device.
>> # levels from lowest to highest:
>> #  debug info notice warning error critical alert emergency
>>
>> #  Mail loops will generate a critical log message.
>> Set($LogToSyslog    , 'debug');
>> Set($LogToScreen    , 'error');
>> Set($LogToFile      , undef);
>> Set($LogDir, '/opt/rt3.6.5/var/log');
>> Set($LogToFileNamed , "rt.log");    #log to rt.log
>>
>> # If true generates stack traces to file log or screen
>> # never generates traces to syslog
>>
>> Set($LogStackTraces , 0);
>>
>> # On Solaris or UnixWare, set to ( socket => 'inet' ).  Options here
>> # override any other options RT passes to Log::Dispatch::Syslog.
>> # Other interesting flags include facility and logopt.  (See the
>> # Log::Dispatch::Syslog documentation for more information.)  (Maybe
>> # ident too, if you have multiple RT installations.)
>>
>> @LogToSyslogConf = () unless (@LogToSyslogConf);
>>
>> James Moseley
>>
>>
>>
>>
>>
>>
>
>
>>              Richard Ellis
>>
>
>
>>              <Richard.Ellis at Su
>>
>
>
>>              n.COM>
>>
> To
>
>>              Sent by:                  rt-users at lists.bestpractical.com
>>
>
>
>>              rt-users-bounces@
>>
> cc
>
>>              lists.bestpractic
>>
>
>
>>              al.com
>>
> Subject
>
>>                                        [rt-users] Syslog on Solaris 10
>>
>
>
>
>
>>              10/03/2007 02:35
>>
>
>
>>              AM
>>
>
>
>
>
>
>
>
>
>>
>>
>> Hi,
>>
>> I am currently moving our RT instance from 3.4 on a Solaris 9 machine to
>> 3.6 on a Solaris 10 machine and have run into a problem with the system
>> logging.
>>
>> For security reasons, our IT guys turn off  the default UDP port 514.
>> When I asked why, they gave me the following:
>>
>> "Our builds all turn off the remote syslog port 514. It is generally
>> considered
>> a security risk. Some bad person could fill up your disk with bogus
>> messages.  Local apps should use syslog(3c) or logger(1) to write
>> to syslog."
>>
>> Is there a way to convince RT to use logger or syslog(3c) or simply to
>> write all log output to its own log file instead? This is causing RT to
>> fail miserably.
>>
>> Thanks
>>
>> Richard
>>
>> --
>> Richard Ellis
>> .Sun B2B Operations
>> Sun Microsystems x24727
>> http://sun.com
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>
>>
>
>
> --
> Richard Ellis
> .Sun B2B Operations
> Sun Microsystems x24727
> http://sun.com
>
>
>
>
>


--
Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com






From Richard.Ellis at Sun.COM  Wed Oct  3 09:17:04 2007
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Wed, 03 Oct 2007 14:17:04 +0100
Subject: [rt-users] Syslog on Solaris 10
In-Reply-To: <OFE040DE44.D81633D9-ON86257369.0048C522-86257369.0048DE37@pgtv.com>
References: <OFE040DE44.D81633D9-ON86257369.0048C522-86257369.0048DE37@pgtv.com>
Message-ID: <47039650.1050507@sun.com>

lol, I knew you'd ask that, so here's the output :)

*error:*  	no connection to syslog available
- udp connect: nobody listening at 
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 77
*context:*  	
*...*  	
*265:*  	# whether they should generate a full stack trace (confess() 
and cluck())
*266:*  	# or simply report the caller's package (croak() and carp()), 
respectively.
*267:*  	# confess() and croak() die, carp() and cluck() warn.
*268:*  	
*269:*  	sub croak { die shortmess @_ }
*270:*  	sub confess { die longmess @_ }
*271:*  	sub carp { warn shortmess @_ }
*272:*  	sub cluck { warn longmess @_ }
*273:*  	
*...*  	

*code stack:*  	/usr/local/lib/perl5/5.8.8/Carp.pm:269
/usr/local/lib/perl5/5.8.8/sun4-solaris/Sys/Syslog.pm:426
/usr/local/lib/perl5/5.8.8/sun4-solaris/Sys/Syslog.pm:262
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm:77
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Output.pm:41
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm:100
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm:79
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm:22
/opt/rt3/lib/RT/Scrip_Overlay.pm:481
/opt/rt3/lib/RT/Scrips_Overlay.pm:239
/opt/rt3/lib/RT/Transaction_Overlay.pm:173
/opt/rt3/lib/RT/Record.pm:1446
/opt/rt3/lib/RT/Ticket_Overlay.pm:746
/opt/rt3/lib/RT/Interface/Web.pm:448
/opt/rt3/share/html/Ticket/Display.html:106
/opt/rt3/share/html/Ticket/Create.html:303
/opt/rt3/share/html/autohandler:291


James Moseley wrote:
> I'd still be curious what this does:
>
> Set($LogToSyslog, undef);
>
> Perhaps someone else can chime in, but I would think this would in effect
> disable logging to syslog.
>
>
> James Moseley
>
>
>
>
>                                                                            
>              Richard Ellis                                                 
>              <Richard.Ellis at Su                                             
>              n.COM>                                                     To 
>              Sent by:                  James Moseley                       
>              Richard.Ellis at Sun         <jmoseley at corp.xanadoo.com>         
>              .COM                                                       cc 
>                                        rt-users at lists.bestpractical.com    
>                                                                    Subject 
>              10/03/2007 08:08          Re: [rt-users] Syslog on Solaris 10 
>              AM                                                            
>                                                                            
>                                                                            
>                                                                            
>                                                                            
>                                                                            
>
>
>
>
> HI,
>
>  From playing with the log levels over the last couple of days, it
> doesn't seem to make that much difference. RT appears to attempt to
> verify the connection to syslog even if I set it to undef and errors out
> because the connection doesn't exist.
>
> We have debug switched on to try and find answers to a couple of ongoing
> niggles, which don't stop RT working but degrade its effectiveness for us.
>
> Once I have the new machine working, we will revisit the log data and
> see if the errors go away.
>
> Richard
> James Moseley wrote:
>   
>> First, unless you are debugging a problem, there is no reason log debug
>> output (you're basically logging every action RT does) - especially to
>> syslog since that's causing a problem.  Try using this:
>>
>> Set($LogToSyslog, undef);
>>
>> or Set($LogToSyslog, 'emergency');
>>
>> Then choose the log level you want (perhaps you want debug) and log to
>> file: Set($LogToFile, ......;
>>
>> The above doesn't completely turn off logging to syslog, but should
>> virtually eliminate it and thus eliminate your errors.
>>
>>
>>
>> James Moseley
>>
>>
>>
>>
>>
>>     
>
>   
>>              Richard Ellis
>>     
>
>   
>>              <Richard.Ellis at Su
>>     
>
>   
>>              n.COM>
>>     
> To
>   
>>              Sent by:                  James Moseley
>>     
>
>   
>>              Richard.Ellis at Sun         <jmoseley at corp.xanadoo.com>
>>     
>
>   
>>              .COM
>>     
> cc
>   
>>                                        rt-users at lists.bestpractical.com
>>     
>
>   
> Subject
>   
>>              10/03/2007 07:54          Re: [rt-users] Syslog on Solaris
>>     
> 10
>   
>>              AM
>>     
>
>   
>
>   
>
>   
>
>   
>
>   
>
>   
>>
>>
>> Hi James,
>>
>> Yep, I've configured it in RT_SiteConfig.pm
>>
>> @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);
>> Set($LogDir, '/opt/rt3/var/log');
>> Set($LogToFileNamed,"rt.log");
>> Set($LogToSyslog, 'debug');
>> Set($LogToFile, 'warning');
>>
>> which is the same settings we use on the old Solaris 9 box which has
>> worked for years. Because of the security changes, that just doesn't
>> work on the Solaris 10 machine as the syslogd daemon isn't running on
>> the default port (514) anymore. My choices are either change the way
>> messages are written to syslog by using a different method, or change
>> the target.
>>
>> I'd prefer not to have to hack the core files about if I can avoid it.
>>
>> Richard
>>
>> James Moseley wrote:
>>
>>     
>>> I'd take a look at the following Log section of RT_Config.pm.  Also,
>>>       
> take
>   
>> a
>>
>>     
>>> look at the Log::Dispatch::Syslog perl module documentation:
>>>
>>> # {{{ Logging
>>>
>>> # Logging.  The default is to log anything except debugging
>>> # information to syslog.  Check the Log::Dispatch POD for
>>> # information about how to get things by syslog, mail or anything
>>> # else, get debugging info in the log, etc.
>>>
>>> #  It might generally make
>>> # sense to send error and higher by email to some administrator.
>>> # If you do this, be careful that this email isn't sent to this RT
>>> instance.
>>>
>>> # the minimum level error that will be logged to the specific device.
>>> # levels from lowest to highest:
>>> #  debug info notice warning error critical alert emergency
>>>
>>> #  Mail loops will generate a critical log message.
>>> Set($LogToSyslog    , 'debug');
>>> Set($LogToScreen    , 'error');
>>> Set($LogToFile      , undef);
>>> Set($LogDir, '/opt/rt3.6.5/var/log');
>>> Set($LogToFileNamed , "rt.log");    #log to rt.log
>>>
>>> # If true generates stack traces to file log or screen
>>> # never generates traces to syslog
>>>
>>> Set($LogStackTraces , 0);
>>>
>>> # On Solaris or UnixWare, set to ( socket => 'inet' ).  Options here
>>> # override any other options RT passes to Log::Dispatch::Syslog.
>>> # Other interesting flags include facility and logopt.  (See the
>>> # Log::Dispatch::Syslog documentation for more information.)  (Maybe
>>> # ident too, if you have multiple RT installations.)
>>>
>>> @LogToSyslogConf = () unless (@LogToSyslogConf);
>>>
>>> James Moseley
>>>
>>>
>>>
>>>
>>>
>>>
>>>       
>>     
>>>              Richard Ellis
>>>
>>>       
>>     
>>>              <Richard.Ellis at Su
>>>
>>>       
>>     
>>>              n.COM>
>>>
>>>       
>> To
>>
>>     
>>>              Sent by:                  rt-users at lists.bestpractical.com
>>>
>>>       
>>     
>>>              rt-users-bounces@
>>>
>>>       
>> cc
>>
>>     
>>>              lists.bestpractic
>>>
>>>       
>>     
>>>              al.com
>>>
>>>       
>> Subject
>>
>>     
>>>                                        [rt-users] Syslog on Solaris 10
>>>
>>>       
>>
>>
>>     
>>>              10/03/2007 02:35
>>>
>>>       
>>     
>>>              AM
>>>
>>>       
>>
>>
>>
>>
>>
>>
>>     
>>> Hi,
>>>
>>> I am currently moving our RT instance from 3.4 on a Solaris 9 machine to
>>> 3.6 on a Solaris 10 machine and have run into a problem with the system
>>> logging.
>>>
>>> For security reasons, our IT guys turn off  the default UDP port 514.
>>> When I asked why, they gave me the following:
>>>
>>> "Our builds all turn off the remote syslog port 514. It is generally
>>> considered
>>> a security risk. Some bad person could fill up your disk with bogus
>>> messages.  Local apps should use syslog(3c) or logger(1) to write
>>> to syslog."
>>>
>>> Is there a way to convince RT to use logger or syslog(3c) or simply to
>>> write all log output to its own log file instead? This is causing RT to
>>> fail miserably.
>>>
>>> Thanks
>>>
>>> Richard
>>>
>>> --
>>> Richard Ellis
>>> .Sun B2B Operations
>>> Sun Microsystems x24727
>>> http://sun.com
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>>
>>>
>>>       
>> --
>> Richard Ellis
>> .Sun B2B Operations
>> Sun Microsystems x24727
>> http://sun.com
>>
>>
>>
>>
>>
>>     
>
>
> --
> Richard Ellis
> .Sun B2B Operations
> Sun Microsystems x24727
> http://sun.com
>
>
>
>
>   


-- 
Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com




From jmoseley at corp.xanadoo.com  Wed Oct  3 09:21:13 2007
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Wed, 3 Oct 2007 08:21:13 -0500
Subject: [rt-users] Syslog on Solaris 10
In-Reply-To: <47039650.1050507@sun.com>
Message-ID: <OFD66DBDEB.9D2D3923-ON86257369.00495941-86257369.00498D56@pgtv.com>

Hmm...  Odd.  It'd be nice to be able to not have to log to syslog if you
don't want to.  Perhaps there is a way or someone can write a patch.

James Moseley




                                                                           
             Richard Ellis                                                 
             <Richard.Ellis at Su                                             
             n.COM>                                                     To 
             Sent by:                  James Moseley                       
             Richard.Ellis at Sun         <jmoseley at corp.xanadoo.com>         
             .COM                                                       cc 
                                       rt-users at lists.bestpractical.com    
                                                                   Subject 
             10/03/2007 08:17          Re: [rt-users] Syslog on Solaris 10 
             AM                                                            
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




lol, I knew you'd ask that, so here's the output :)

*error:*           no connection to syslog available
- udp connect: nobody listening at
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 77
*context:*
*...*
*265:*             # whether they should generate a full stack trace
(confess()
and cluck())
*266:*             # or simply report the caller's package (croak() and
carp()),
respectively.
*267:*             # confess() and croak() die, carp() and cluck() warn.
*268:*
*269:*             sub croak { die shortmess @_ }
*270:*             sub confess { die longmess @_ }
*271:*             sub carp { warn shortmess @_ }
*272:*             sub cluck { warn longmess @_ }
*273:*
*...*

*code stack:*            /usr/local/lib/perl5/5.8.8/Carp.pm:269
/usr/local/lib/perl5/5.8.8/sun4-solaris/Sys/Syslog.pm:426
/usr/local/lib/perl5/5.8.8/sun4-solaris/Sys/Syslog.pm:262
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm:77
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Output.pm:41
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm:100
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm:79
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm:22
/opt/rt3/lib/RT/Scrip_Overlay.pm:481
/opt/rt3/lib/RT/Scrips_Overlay.pm:239
/opt/rt3/lib/RT/Transaction_Overlay.pm:173
/opt/rt3/lib/RT/Record.pm:1446
/opt/rt3/lib/RT/Ticket_Overlay.pm:746
/opt/rt3/lib/RT/Interface/Web.pm:448
/opt/rt3/share/html/Ticket/Display.html:106
/opt/rt3/share/html/Ticket/Create.html:303
/opt/rt3/share/html/autohandler:291


James Moseley wrote:
> I'd still be curious what this does:
>
> Set($LogToSyslog, undef);
>
> Perhaps someone else can chime in, but I would think this would in effect
> disable logging to syslog.
>
>
> James Moseley
>
>
>
>
>

>              Richard Ellis

>              <Richard.Ellis at Su

>              n.COM>
To
>              Sent by:                  James Moseley

>              Richard.Ellis at Sun         <jmoseley at corp.xanadoo.com>

>              .COM
cc
>                                        rt-users at lists.bestpractical.com

>
Subject
>              10/03/2007 08:08          Re: [rt-users] Syslog on Solaris
10
>              AM

>

>

>

>

>

>
>
>
>
> HI,
>
>  From playing with the log levels over the last couple of days, it
> doesn't seem to make that much difference. RT appears to attempt to
> verify the connection to syslog even if I set it to undef and errors out
> because the connection doesn't exist.
>
> We have debug switched on to try and find answers to a couple of ongoing
> niggles, which don't stop RT working but degrade its effectiveness for
us.
>
> Once I have the new machine working, we will revisit the log data and
> see if the errors go away.
>
> Richard
> James Moseley wrote:
>
>> First, unless you are debugging a problem, there is no reason log debug
>> output (you're basically logging every action RT does) - especially to
>> syslog since that's causing a problem.  Try using this:
>>
>> Set($LogToSyslog, undef);
>>
>> or Set($LogToSyslog, 'emergency');
>>
>> Then choose the log level you want (perhaps you want debug) and log to
>> file: Set($LogToFile, ......;
>>
>> The above doesn't completely turn off logging to syslog, but should
>> virtually eliminate it and thus eliminate your errors.
>>
>>
>>
>> James Moseley
>>
>>
>>
>>
>>
>>
>
>
>>              Richard Ellis
>>
>
>
>>              <Richard.Ellis at Su
>>
>
>
>>              n.COM>
>>
> To
>
>>              Sent by:                  James Moseley
>>
>
>
>>              Richard.Ellis at Sun         <jmoseley at corp.xanadoo.com>
>>
>
>
>>              .COM
>>
> cc
>
>>                                        rt-users at lists.bestpractical.com
>>
>
>
> Subject
>
>>              10/03/2007 07:54          Re: [rt-users] Syslog on Solaris
>>
> 10
>
>>              AM
>>
>
>
>
>
>
>
>
>
>
>
>
>
>>
>>
>> Hi James,
>>
>> Yep, I've configured it in RT_SiteConfig.pm
>>
>> @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);
>> Set($LogDir, '/opt/rt3/var/log');
>> Set($LogToFileNamed,"rt.log");
>> Set($LogToSyslog, 'debug');
>> Set($LogToFile, 'warning');
>>
>> which is the same settings we use on the old Solaris 9 box which has
>> worked for years. Because of the security changes, that just doesn't
>> work on the Solaris 10 machine as the syslogd daemon isn't running on
>> the default port (514) anymore. My choices are either change the way
>> messages are written to syslog by using a different method, or change
>> the target.
>>
>> I'd prefer not to have to hack the core files about if I can avoid it.
>>
>> Richard
>>
>> James Moseley wrote:
>>
>>
>>> I'd take a look at the following Log section of RT_Config.pm.  Also,
>>>
> take
>
>> a
>>
>>
>>> look at the Log::Dispatch::Syslog perl module documentation:
>>>
>>> # {{{ Logging
>>>
>>> # Logging.  The default is to log anything except debugging
>>> # information to syslog.  Check the Log::Dispatch POD for
>>> # information about how to get things by syslog, mail or anything
>>> # else, get debugging info in the log, etc.
>>>
>>> #  It might generally make
>>> # sense to send error and higher by email to some administrator.
>>> # If you do this, be careful that this email isn't sent to this RT
>>> instance.
>>>
>>> # the minimum level error that will be logged to the specific device.
>>> # levels from lowest to highest:
>>> #  debug info notice warning error critical alert emergency
>>>
>>> #  Mail loops will generate a critical log message.
>>> Set($LogToSyslog    , 'debug');
>>> Set($LogToScreen    , 'error');
>>> Set($LogToFile      , undef);
>>> Set($LogDir, '/opt/rt3.6.5/var/log');
>>> Set($LogToFileNamed , "rt.log");    #log to rt.log
>>>
>>> # If true generates stack traces to file log or screen
>>> # never generates traces to syslog
>>>
>>> Set($LogStackTraces , 0);
>>>
>>> # On Solaris or UnixWare, set to ( socket => 'inet' ).  Options here
>>> # override any other options RT passes to Log::Dispatch::Syslog.
>>> # Other interesting flags include facility and logopt.  (See the
>>> # Log::Dispatch::Syslog documentation for more information.)  (Maybe
>>> # ident too, if you have multiple RT installations.)
>>>
>>> @LogToSyslogConf = () unless (@LogToSyslogConf);
>>>
>>> James Moseley
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>
>>>              Richard Ellis
>>>
>>>
>>
>>>              <Richard.Ellis at Su
>>>
>>>
>>
>>>              n.COM>
>>>
>>>
>> To
>>
>>
>>>              Sent by:                  rt-users at lists.bestpractical.com
>>>
>>>
>>
>>>              rt-users-bounces@
>>>
>>>
>> cc
>>
>>
>>>              lists.bestpractic
>>>
>>>
>>
>>>              al.com
>>>
>>>
>> Subject
>>
>>
>>>                                        [rt-users] Syslog on Solaris 10
>>>
>>>
>>
>>
>>
>>>              10/03/2007 02:35
>>>
>>>
>>
>>>              AM
>>>
>>>
>>
>>
>>
>>
>>
>>
>>
>>> Hi,
>>>
>>> I am currently moving our RT instance from 3.4 on a Solaris 9 machine
to
>>> 3.6 on a Solaris 10 machine and have run into a problem with the system
>>> logging.
>>>
>>> For security reasons, our IT guys turn off  the default UDP port 514.
>>> When I asked why, they gave me the following:
>>>
>>> "Our builds all turn off the remote syslog port 514. It is generally
>>> considered
>>> a security risk. Some bad person could fill up your disk with bogus
>>> messages.  Local apps should use syslog(3c) or logger(1) to write
>>> to syslog."
>>>
>>> Is there a way to convince RT to use logger or syslog(3c) or simply to
>>> write all log output to its own log file instead? This is causing RT to
>>> fail miserably.
>>>
>>> Thanks
>>>
>>> Richard
>>>
>>> --
>>> Richard Ellis
>>> .Sun B2B Operations
>>> Sun Microsystems x24727
>>> http://sun.com
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>>
>>>
>>>
>> --
>> Richard Ellis
>> .Sun B2B Operations
>> Sun Microsystems x24727
>> http://sun.com
>>
>>
>>
>>
>>
>>
>
>
> --
> Richard Ellis
> .Sun B2B Operations
> Sun Microsystems x24727
> http://sun.com
>
>
>
>
>


--
Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com






From G.E.Fowler at lboro.ac.uk  Wed Oct  3 09:04:47 2007
From: G.E.Fowler at lboro.ac.uk (Graeme Fowler)
Date: Wed, 03 Oct 2007 14:04:47 +0100
Subject: [rt-users] Syslog on Solaris 10
In-Reply-To: <47039111.3010104@sun.com>
References: <OF3F416F4F.EF1C926D-ON86257369.00455139-86257369.00456BC1@pgtv.com>
	<47039111.3010104@sun.com>
Message-ID: <1191416687.4112.11.camel@squonk.lboro.ac.uk>

On Wed, 2007-10-03 at 13:54 +0100, Richard Ellis wrote:
> Yep, I've configured it in RT_SiteConfig.pm
> 
> @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);

I think if you change that 'inet' to 'stream' (or possibly 'unix')
you'll find it works better - have a read of the Sys::Syslog
documentation for the appropriate options.

Graeme



From darling at ccdc.cam.ac.uk  Wed Oct  3 09:30:31 2007
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Wed, 03 Oct 2007 14:30:31 +0100
Subject: [rt-users] Syslog on Solaris 10
In-Reply-To: <47039459.8040208@sun.com>
References: <OFA112E7F0.7CEDE179-ON86257369.00475061-86257369.0047F0D4@pgtv.com>
	<47039459.8040208@sun.com>
Message-ID: <47039977.3050909@ccdc.cam.ac.uk>

Hi Richard

>  From playing with the log levels over the last couple of days, it 
> doesn't seem to make that much difference. RT appears to attempt to 
> verify the connection to syslog even if I set it to undef and errors out 
> because the connection doesn't exist.

>> the default port (514) anymore. 

If you've got root, would netcat work? Make it listen on port 514 and 
keep RT happy:

   # netcat -l -p 514

The process will die once (if?) RT closes the connection. Yes this is a 
horrible-hacky-workaround but could get you up and running.

Cheers
Toby

LEGAL NOTICE
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From jesse at bestpractical.com  Wed Oct  3 10:54:15 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 3 Oct 2007 10:54:15 -0400
Subject: [rt-users] pls. add a callback to /Admin/Users/Modify and change
	RT::Extension::MergeUsers
In-Reply-To: <33A5FAD20D0DC13B4C9DC870@idefix.mi.fu-berlin.de>
References: <33A5FAD20D0DC13B4C9DC870@idefix.mi.fu-berlin.de>
Message-ID: <20071003145415.GX4539@bestpractical.com>




On Tue, Oct 02, 2007 at 08:17:46AM +0200, Dirk Pape wrote:
> Hello,
> 
> I observed that RT::Extension::MergeUsers overwrites 
> /Admin/Users/Modify.html which is not good for two reasons:
> 
> - after updating RT this modified version will be overwritten by the 
> original RT-version and MergeUsers looses its GUI
> 
> - the version in MergeUser is a modification from an old (buggy html) 
> version
> 
> So I propose following patch to RT, to add two callbacks to 
> /Admin/Users/Modify.html:
> <http://page.mi.fu-berlin.de/pape/rt3/patches/rt/3.6.4/add_callbacks_to_admin_users.patch>


Thanks! Applied. 




From jesse at bestpractical.com  Wed Oct  3 10:55:18 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 3 Oct 2007 10:55:18 -0400
Subject: [rt-users] errors on 3.6.5
In-Reply-To: <661101c805af$ba631350$2b01d59f@regione.toscana.it>
References: <47034633.3010307@sun.com>
	<661101c805af$ba631350$2b01d59f@regione.toscana.it>
Message-ID: <20071003145518.GY4539@bestpractical.com>




On Wed, Oct 03, 2007 at 01:22:47PM +0200, Marco Avvisano wrote:
> I have installed Rt 3.6.5 ( Red Hat Enterprise Linux ES release 3),
> and i see a lot of error in my http errors log:
> 
> FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:
> 

Did you miss the actual error?

> I used these http configuration:
> 
> ###  NameVirtualHost *:80
> ###  <VirtualHost *:80>
> ###    ServerAdmin root
> ###    ServerName your.host.name
> ###    DocumentRoot /opt/rt3/share/html/
> ###    AddDefaultCharset UTF-8
> ###    # Adding the following for RT (the ticket tracker)
> ###    AddHandler fastcgi-script .fcgi
> ###    <Directory "/opt/rt3/share/html">
> ###      Options FollowSymLinks ExecCGI
> ###      AllowOverride None
> ###    </Directory>
> ###    # Pass through requests to for noauth
> ###    Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images
> ###    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
> ###  </VirtualHost>
> ###  FastCgiIpcDir /tmp
> ###  FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 
> 120 -processes 4
> 
> Any ideas?
> 
> I also have problems, from the web, to see group/users created,  and change 
> the person to assign
> ticket (from root login, only nobody user)
> 
> thanks for suggestions
> 
> Marco
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From shill at metro-dentalcare.com  Wed Oct  3 11:15:08 2007
From: shill at metro-dentalcare.com (Scott Hill)
Date: Wed, 3 Oct 2007 10:15:08 -0500
Subject: [rt-users] CommandByMail Custom Fields permissions issue
In-Reply-To: <005d01c7f8aa$50cc6610$f2653230$@higashi@yale.edu>
Message-ID: <C3291C2C.730A%shill@metro-dentalcare.com>

We were having the same issue here, but it looks like I got it fixed...
Caveat: we're running v3.6.1.

I gave Everyone the following custom field rights:

 AssignCustomFields
 ModifyCustomField
 SeeCustomField

With those rights set, unprivileged users' emails are setting the custom
fields properly.

Hope that helps! 

On 9/16/07 4:41 PM, "Loriann Higashi" <loriann.higashi at yale.edu> wrote:

> Hi,
> 
>  
> 
> I am using version 3.4.2, and I have configured the CommandByMail extension.
> We use a php form to generate an email to our system, which creates the
> ticket.  When I use the form, because I have superuser privileges, a new
> ticket is created with the custom fields autopopulated.  However, if a
> non-privileged user uses the form, the custom fields are not populated.
> I've given everyone the "modify custom fields" privilege, but still am
> unsuccessful.  If a user uses the self-service (when I also grant everyone
> the "see custom field" privilege) they can modify the fields, but still no
> luck by sending the appropriate email.  The CommandByMail functionality does
> work for the non-privileged user to set the queue initially on ticket
> creation.
> 
>  
> 
>  I've found that the only privilege I can give that allows a non-privileged
> user to autopopulate the custom fields from the email is the "modify ticket"
> privilege, but I don't want to do that.
> 
>  
> 
> Is there something that I'm missing, or any suggestions on how to fix this?
> 
>  
> 
> Thank you,
> 
> -Lori
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Hill <shill at metro-dentalcare.com>
Network Administrator
Metro Dentalcare
tel:+1-612-861-9119 



From max.clark at gmail.com  Wed Oct  3 12:54:03 2007
From: max.clark at gmail.com (Max Clark)
Date: Wed, 3 Oct 2007 09:54:03 -0700
Subject: [rt-users] RT vs. RTIR
Message-ID: <2fa1e1780710030954s3438a486taa8fc5f665b276ac@mail.gmail.com>

Hello all,

As we start to evaluate new ticket management platforms to use the
specific functionality described in the RT vs RTIR comparison page
displays functionality that I believe would be greatly beneficial to
us. However the age or the rtir binaries leaves me a little concerned.

What is the status of the RTIR project? Has this functionality been
merged directly into RT?

Thanks,
Max


From jesse at bestpractical.com  Wed Oct  3 13:21:25 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 03 Oct 2007 13:21:25 -0400
Subject: [rt-users] RT vs. RTIR
In-Reply-To: <2fa1e1780710030954s3438a486taa8fc5f665b276ac@mail.gmail.com>
References: <2fa1e1780710030954s3438a486taa8fc5f665b276ac@mail.gmail.com>
Message-ID: <4703CF95.5070204@bestpractical.com>

Max Clark wrote:
> Hello all,
> 
> As we start to evaluate new ticket management platforms to use the
> specific functionality described in the RT vs RTIR comparison page
> displays functionality that I believe would be greatly beneficial to
> us. However the age or the rtir binaries leaves me a little concerned.
> 
> What is the status of the RTIR project? Has this functionality been
> merged directly into RT?

We're just at the very end of a two-year project to completely overhaul 
RTIR and add hundreds of new features for a consortium of 13 European 
CERT and CSIRT teams. We expect the release of RTIR 2.4 (and a new 
version of RT to go with it) sometime this fall.

It depends on exactly what functionality you're looking for. Many 
features in RTIR are now core RT features (And that's been part of this 
project)

Best,
Jesse


> Thanks,
> Max



From theillien at yahoo.com  Wed Oct  3 15:45:34 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 03 Oct 2007 15:45:34 -0400
Subject: [rt-users] Moved Database, now cannot create sessions
Message-ID: <4703F15E.7040201@yahoo.com>

I'm moving my devel database to a second server and separating it from the
server RT actually runs on.  However, after doing so and updating the
RT_SiteConfig.pm I get the following:

error:   	RT couldn't store your session.
This may mean that that the directory '/usr/local/rt3/var/session_data' isn't
writable or a database table is missing or corrupt.

context:  	
...  	
86:  	};
87:  	undef $cookies{$cookiename};
88:  	}
89:  	else {
90:  	die loc("RT couldn't store your session.") . "\n"
91:  	. loc(
92:  	"This may mean that that the directory '[_1]' isn't writable or a database
table is missing or corrupt.",
93:  	$RT::MasonSessionDir
94:  	)
...  	
code stack:  	/usr/local/rt3/local/html/Elements/SetupSessionCookie:90
/usr/local/rt3/share/html/autohandler:120

I've verified the permissions and ownership for the directory.  What else might
I need to look at?

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


From fmml at cedval.org  Wed Oct  3 17:40:16 2007
From: fmml at cedval.org (Francois Meehan)
Date: Wed, 3 Oct 2007 17:40:16 -0400 (EDT)
Subject: [rt-users] Customized Selfservice interface...
Message-ID: <56443.66.201.197.70.1191447616.squirrel@www.cedvalinfo.com>

Hi all,

Do any of you had experience in customizing the Selfservice interface?

I have a customers that need RT to display different interfaces depending
what customer is using the Selfservice.

Can we have multiple Selfservice instances?

Can they be easily customized with CSS or Flash?

Regards,

Fran?ois


From theillien at yahoo.com  Wed Oct  3 18:13:44 2007
From: theillien at yahoo.com (Mathew)
Date: Wed, 03 Oct 2007 18:13:44 -0400
Subject: [rt-users] RT vs. RTIR
In-Reply-To: <4703CF95.5070204@bestpractical.com>
References: <2fa1e1780710030954s3438a486taa8fc5f665b276ac@mail.gmail.com>
	<4703CF95.5070204@bestpractical.com>
Message-ID: <47041418.3040001@yahoo.com>

Knowing that there are no concrete dates for these two releases, do you
have a general idea as to when?

Keep up with my goings on at http://theillien.blogspot.com

Jesse Vincent wrote:
> Max Clark wrote:
>> Hello all,
>>
>> As we start to evaluate new ticket management platforms to use the
>> specific functionality described in the RT vs RTIR comparison page
>> displays functionality that I believe would be greatly beneficial to
>> us. However the age or the rtir binaries leaves me a little concerned.
>>
>> What is the status of the RTIR project? Has this functionality been
>> merged directly into RT?
> 
> We're just at the very end of a two-year project to completely overhaul
> RTIR and add hundreds of new features for a consortium of 13 European
> CERT and CSIRT teams. We expect the release of RTIR 2.4 (and a new
> version of RT to go with it) sometime this fall.
> 
> It depends on exactly what functionality you're looking for. Many
> features in RTIR are now core RT features (And that's been part of this
> project)
> 
> Best,
> Jesse
> 
> 
>> Thanks,
>> Max
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.bestpractical.com
> 


From jesse at bestpractical.com  Wed Oct  3 18:18:50 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 3 Oct 2007 18:18:50 -0400
Subject: [rt-users] RT vs. RTIR
In-Reply-To: <47041418.3040001@yahoo.com>
References: <2fa1e1780710030954s3438a486taa8fc5f665b276ac@mail.gmail.com>
	<4703CF95.5070204@bestpractical.com> <47041418.3040001@yahoo.com>
Message-ID: <20071003221849.GN4539@bestpractical.com>




On Wed, Oct 03, 2007 at 06:13:44PM -0400, Mathew wrote:
> Knowing that there are no concrete dates for these two releases, do you
> have a general idea as to when?
>

Depends entirely on customer feedback.


From theillien at yahoo.com  Thu Oct  4 09:04:30 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 04 Oct 2007 09:04:30 -0400
Subject: [rt-users] Moved Database, now cannot create sessions
In-Reply-To: <4703F15E.7040201@yahoo.com>
References: <4703F15E.7040201@yahoo.com>
Message-ID: <4704E4DE.8070007@yahoo.com>

I'm guessing the problem here is that MySQL is trying to write the session data
to this directory.  However, with the database now on another server it clearly
doesn't have access to it.  Is this correct?

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


Mathew Snyder wrote:
> I'm moving my devel database to a second server and separating it from the
> server RT actually runs on.  However, after doing so and updating the
> RT_SiteConfig.pm I get the following:
> 
> error:   	RT couldn't store your session.
> This may mean that that the directory '/usr/local/rt3/var/session_data' isn't
> writable or a database table is missing or corrupt.
> 
> context:  	
> ...  	
> 86:  	};
> 87:  	undef $cookies{$cookiename};
> 88:  	}
> 89:  	else {
> 90:  	die loc("RT couldn't store your session.") . "\n"
> 91:  	. loc(
> 92:  	"This may mean that that the directory '[_1]' isn't writable or a database
> table is missing or corrupt.",
> 93:  	$RT::MasonSessionDir
> 94:  	)
> ...  	
> code stack:  	/usr/local/rt3/local/html/Elements/SetupSessionCookie:90
> /usr/local/rt3/share/html/autohandler:120
> 
> I've verified the permissions and ownership for the directory.  What else might
> I need to look at?
> 


From theillien at yahoo.com  Thu Oct  4 09:10:05 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 04 Oct 2007 09:10:05 -0400
Subject: [rt-users] Moved Database, now cannot create sessions
In-Reply-To: <4704E4DE.8070007@yahoo.com>
References: <4703F15E.7040201@yahoo.com> <4704E4DE.8070007@yahoo.com>
Message-ID: <4704E62D.8060104@yahoo.com>

I figured out that I need to use the session file instead of the database.  I
linked the error together with what I found in RT_SiteConfig.pm.

Now I can get the login screen but can't login.  I'm guessing that the remote
database isn't being located/connected to.

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


Mathew Snyder wrote:
> I'm guessing the problem here is that MySQL is trying to write the session data
> to this directory.  However, with the database now on another server it clearly
> doesn't have access to it.  Is this correct?
> 
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> 
> 


From Jacob at buschs.com  Thu Oct  4 09:16:25 2007
From: Jacob at buschs.com (Jacob Helwig)
Date: Thu, 4 Oct 2007 09:16:25 -0400
Subject: [rt-users] Moved Database, now cannot create sessions
In-Reply-To: <4704E4DE.8070007@yahoo.com>
Message-ID: <B2E89743C79B364482E6AE35414E516202E27866@mail.buschs.net>

It should actually be the web server process that is trying to write to
the directory, not MySQL, if you're using Apache::Session::File.  Have
you changed the WebSessionClass in your RT_SiteConfig.pm?  It should be
trying to save to the MySQL DB, and not /usr/local/rt3/var/session_data,
unless you have changed it.

# $WebSessionClass is the class you wish to use for managing Sessions.
# It defaults to use your SQL database, but if you are using MySQL 3.x
and
# plans to use non-ascii Queue names, uncomment and add this line to
# RT_SiteConfig.pm will prevent session corruption.

# Set($WebSessionClass , 'Apache::Session::File');

If the Set line is still commented out, or not defined in your
RT_SiteConfig.pm, you might want to check the permissions on your
sessions table, and make sure the structure is correct on it.

-- 
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 Mathew
Snyder
Sent: Thursday, October 04, 2007 9:05 AM
To: Mathew Snyder
Cc: RT Users
Subject: Re: [rt-users] Moved Database, now cannot create sessions

I'm guessing the problem here is that MySQL is trying to write the
session data
to this directory.  However, with the database now on another server it
clearly
doesn't have access to it.  Is this correct?

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


Mathew Snyder wrote:
> I'm moving my devel database to a second server and separating it from
the
> server RT actually runs on.  However, after doing so and updating the
> RT_SiteConfig.pm I get the following:
> 
> error:   	RT couldn't store your session.
> This may mean that that the directory
'/usr/local/rt3/var/session_data' isn't
> writable or a database table is missing or corrupt.
> 
> context:  	
> ...  	
> 86:  	};
> 87:  	undef $cookies{$cookiename};
> 88:  	}
> 89:  	else {
> 90:  	die loc("RT couldn't store your session.") . "\n"
> 91:  	. loc(
> 92:  	"This may mean that that the directory '[_1]' isn't writable or
a database
> table is missing or corrupt.",
> 93:  	$RT::MasonSessionDir
> 94:  	)
> ...  	
> code stack:  	/usr/local/rt3/local/html/Elements/SetupSessionCookie:90
> /usr/local/rt3/share/html/autohandler:120
> 
> I've verified the permissions and ownership for the directory.  What
else might
> I need to look at?
> 
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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



From jmoseley at corp.xanadoo.com  Thu Oct  4 09:22:45 2007
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Thu, 4 Oct 2007 08:22:45 -0500
Subject: [rt-users] Moved Database, now cannot create sessions
In-Reply-To: <4704E62D.8060104@yahoo.com>
Message-ID: <OF737B700B.D8D7CC86-ON8625736A.004988CE-8625736A.0049B16A@pgtv.com>

Most likely, RT can't talk to the database on the remote server.  Have you
verified database rights on the remote server?  Do you have Selinux enabled
on either server?


James Moseley




                                                                           
             Mathew Snyder                                                 
             <theillien at yahoo.                                             
             com>                                                       To 
             Sent by:                  Mathew Snyder <theillien at yahoo.com> 
             rt-users-bounces@                                          cc 
             lists.bestpractic         RT Users                            
             al.com                    <rt-users at lists.bestpractical.com>  
                                                                   Subject 
                                       Re: [rt-users] Moved Database, now  
             10/04/2007 08:10          cannot create sessions              
             AM                                                            
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




I figured out that I need to use the session file instead of the database.
I
linked the error together with what I found in RT_SiteConfig.pm.

Now I can get the login screen but can't login.  I'm guessing that the
remote
database isn't being located/connected to.

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


Mathew Snyder wrote:
> I'm guessing the problem here is that MySQL is trying to write the
session data
> to this directory.  However, with the database now on another server it
clearly
> doesn't have access to it.  Is this correct?
>
> Keep up with me and what I'm up to: http://theillien.blogspot.com
>
>
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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




From rfh at pipex.net  Thu Oct  4 09:29:12 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Thu, 04 Oct 2007 14:29:12 +0100
Subject: [rt-users] Moved Database, now cannot create sessions
In-Reply-To: <4704E62D.8060104@yahoo.com>
References: <4703F15E.7040201@yahoo.com> <4704E4DE.8070007@yahoo.com>
	<4704E62D.8060104@yahoo.com>
Message-ID: <4704EAA8.2080806@pipex.net>

Matthew;
It sounds to me you forgot to :

GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON ${RT::DatabaseName}.* 
TO ${RT::DatabaseUser}\@'${RT::DatabaseRTHost}' IDENTIFIED BY 
'${RT::DatabasePassword}'
;");

Roy


Mathew Snyder wrote:
> I figured out that I need to use the session file instead of the database.  I
> linked the error together with what I found in RT_SiteConfig.pm.
>
> Now I can get the login screen but can't login.  I'm guessing that the remote
> database isn't being located/connected to.
>
> Keep up with me and what I'm up to: http://theillien.blogspot.com
>
>
> Mathew Snyder wrote:
>   
>> I'm guessing the problem here is that MySQL is trying to write the session data
>> to this directory.  However, with the database now on another server it clearly
>> doesn't have access to it.  Is this correct?
>>
>> 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 crpatter at ci.grand-rapids.mi.us  Thu Oct  4 10:02:52 2007
From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig)
Date: Thu, 4 Oct 2007 10:02:52 -0400
Subject: [rt-users] update user custom field value via script
Message-ID: <B91A344EF1E1C645B0319809F04BD71601801C5D@C201MSGC0206.grand-rapids.mi.us>

My version is 3.6.4

I'm working on a script to update users' data from LDAP.  Everything is
working fine for the most part, but updating a custom field.

If I use code like this, the value is "updated"...

my $CFObj = new RT::CustomField($RT::SystemUser);
$CFObj->Load('Department');

$UserObj->AddCustomFieldValue (
	Field => $CFObj->id,
	Value => $department,
	RecordTransaction => 1
);

The problem with this approach is that it doesn't update the record, it
creates new record and disables the old value.

So, I'm attempting the update the record like this...

my $CFs = $UserObj->CustomFields;
while (my $CF = $CFs->Next){
	if ($CF->Name eq 'Department'){
		my @cfAttribs = ('CONTENT');
		my %cfArgs = {
			CONTENT => $ARGS{'Department'}
		};
		
		my @results = $CF->Update(
			Attributes => \@cfAttribs,
			ARGSRef => \%cfArgs
		);
		last;
	}
}

... which is not updating the record.

I've dug through the wiki and through the mailing list, but all examples
I've found use the AddCustomFieldValue method.

Any Suggestsion

Craig Patterson
Application Developer
Northrop Grumman IT/City of Grand Rapids
crpatter at grcity.us


From theillien at yahoo.com  Thu Oct  4 10:09:50 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 04 Oct 2007 10:09:50 -0400
Subject: [rt-users] Moved Database, now cannot create sessions
In-Reply-To: <4704EAA8.2080806@pipex.net>
References: <4703F15E.7040201@yahoo.com> <4704E4DE.8070007@yahoo.com>
	<4704E62D.8060104@yahoo.com> <4704EAA8.2080806@pipex.net>
Message-ID: <4704F42E.3070303@yahoo.com>

I ran
GRANT ALL ON rt_database.* to 'rt_user'@'rt_server' IDENTIFIED BY 'rt_password'
when I first migrated it.  It didn't work.  I then actually went through the
process of installing RT on the database server in order to utilize `make
initialize-database`.  This didn't work either.

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


Roy El-Hames wrote:
> Matthew;
> It sounds to me you forgot to :
> 
> GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON ${RT::DatabaseName}.*
> TO ${RT::DatabaseUser}\@'${RT::DatabaseRTHost}' IDENTIFIED BY
> '${RT::DatabasePassword}'
> ;");
> 
> Roy
> 
> 
> Mathew Snyder wrote:
>> I figured out that I need to use the session file instead of the
>> database.  I
>> linked the error together with what I found in RT_SiteConfig.pm.
>>
>> Now I can get the login screen but can't login.  I'm guessing that the
>> remote
>> database isn't being located/connected to.
>>
>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>
>>
>> Mathew Snyder wrote:
>>  
>>> I'm guessing the problem here is that MySQL is trying to write the
>>> session data
>>> to this directory.  However, with the database now on another server
>>> it clearly
>>> doesn't have access to it.  Is this correct?
>>>
>>> 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 barnesaw at ucrwcu.rwc.uc.edu  Thu Oct  4 10:19:30 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 04 Oct 2007 10:19:30 -0400
Subject: [rt-users] Moved Database, now cannot create sessions
In-Reply-To: <4704F42E.3070303@yahoo.com>
References: <4703F15E.7040201@yahoo.com>
	<4704E4DE.8070007@yahoo.com>	<4704E62D.8060104@yahoo.com>
	<4704EAA8.2080806@pipex.net> <4704F42E.3070303@yahoo.com>
Message-ID: <4704F672.5070900@ucrwcu.rwc.uc.edu>

Have you poked a hole for tcp 3306 in the firewall on your new db server?

Mathew Snyder wrote:
> I ran
> GRANT ALL ON rt_database.* to 'rt_user'@'rt_server' IDENTIFIED BY 'rt_password'
> when I first migrated it.  It didn't work.  I then actually went through the
> process of installing RT on the database server in order to utilize `make
> initialize-database`.  This didn't work either.
>
> Keep up with me and what I'm up to: http://theillien.blogspot.com
>
>
> Roy El-Hames wrote:
>   
>> Matthew;
>> It sounds to me you forgot to :
>>
>> GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON ${RT::DatabaseName}.*
>> TO ${RT::DatabaseUser}\@'${RT::DatabaseRTHost}' IDENTIFIED BY
>> '${RT::DatabasePassword}'
>> ;");
>>
>> Roy
>>
>>
>> Mathew Snyder wrote:
>>     
>>> I figured out that I need to use the session file instead of the
>>> database.  I
>>> linked the error together with what I found in RT_SiteConfig.pm.
>>>
>>> Now I can get the login screen but can't login.  I'm guessing that the
>>> remote
>>> database isn't being located/connected to.
>>>
>>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>>
>>>
>>> Mathew Snyder wrote:
>>>  
>>>       
>>>> I'm guessing the problem here is that MySQL is trying to write the
>>>> session data
>>>> to this directory.  However, with the database now on another server
>>>> it clearly
>>>> doesn't have access to it.  Is this correct?
>>>>
>>>> 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 rfh at pipex.net  Thu Oct  4 10:19:45 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Thu, 04 Oct 2007 15:19:45 +0100
Subject: [rt-users] Moved Database, now cannot create sessions
In-Reply-To: <4704F42E.3070303@yahoo.com>
References: <4703F15E.7040201@yahoo.com> <4704E4DE.8070007@yahoo.com>
	<4704E62D.8060104@yahoo.com> <4704EAA8.2080806@pipex.net>
	<4704F42E.3070303@yahoo.com>
Message-ID: <4704F681.9090201@pipex.net>

Well thats your answer Mathew, unless you grant the permissions RT is 
not going to work for you..
What errors are you getting when you granting permissions??

Roy


Mathew Snyder wrote:
> I ran
> GRANT ALL ON rt_database.* to 'rt_user'@'rt_server' IDENTIFIED BY 'rt_password'
> when I first migrated it.  It didn't work.  I then actually went through the
> process of installing RT on the database server in order to utilize `make
> initialize-database`.  This didn't work either.
>
> Keep up with me and what I'm up to: http://theillien.blogspot.com
>
>
> Roy El-Hames wrote:
>   
>> Matthew;
>> It sounds to me you forgot to :
>>
>> GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON ${RT::DatabaseName}.*
>> TO ${RT::DatabaseUser}\@'${RT::DatabaseRTHost}' IDENTIFIED BY
>> '${RT::DatabasePassword}'
>> ;");
>>
>> Roy
>>
>>
>> Mathew Snyder wrote:
>>     
>>> I figured out that I need to use the session file instead of the
>>> database.  I
>>> linked the error together with what I found in RT_SiteConfig.pm.
>>>
>>> Now I can get the login screen but can't login.  I'm guessing that the
>>> remote
>>> database isn't being located/connected to.
>>>
>>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>>
>>>
>>> Mathew Snyder wrote:
>>>  
>>>       
>>>> I'm guessing the problem here is that MySQL is trying to write the
>>>> session data
>>>> to this directory.  However, with the database now on another server
>>>> it clearly
>>>> doesn't have access to it.  Is this correct?
>>>>
>>>> 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 Oct  4 10:21:51 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 04 Oct 2007 10:21:51 -0400
Subject: [rt-users] Moved Database, now cannot create sessions
In-Reply-To: <4704F681.9090201@pipex.net>
References: <4703F15E.7040201@yahoo.com> <4704E4DE.8070007@yahoo.com>
	<4704E62D.8060104@yahoo.com> <4704EAA8.2080806@pipex.net>
	<4704F42E.3070303@yahoo.com> <4704F681.9090201@pipex.net>
Message-ID: <4704F6FF.8040309@yahoo.com>

Let me clarify.  I ran that query and added the user.  However, this did not
make RT work.  The query itself did, though.

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


Roy El-Hames wrote:
> Well thats your answer Mathew, unless you grant the permissions RT is
> not going to work for you..
> What errors are you getting when you granting permissions??
> 
> Roy
> 
> 
> Mathew Snyder wrote:
>> I ran
>> GRANT ALL ON rt_database.* to 'rt_user'@'rt_server' IDENTIFIED BY
>> 'rt_password'
>> when I first migrated it.  It didn't work.  I then actually went
>> through the
>> process of installing RT on the database server in order to utilize `make
>> initialize-database`.  This didn't work either.
>>
>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>
>>
>> Roy El-Hames wrote:
>>  
>>> Matthew;
>>> It sounds to me you forgot to :
>>>
>>> GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON ${RT::DatabaseName}.*
>>> TO ${RT::DatabaseUser}\@'${RT::DatabaseRTHost}' IDENTIFIED BY
>>> '${RT::DatabasePassword}'
>>> ;");
>>>
>>> Roy
>>>
>>>
>>> Mathew Snyder wrote:
>>>    
>>>> I figured out that I need to use the session file instead of the
>>>> database.  I
>>>> linked the error together with what I found in RT_SiteConfig.pm.
>>>>
>>>> Now I can get the login screen but can't login.  I'm guessing that the
>>>> remote
>>>> database isn't being located/connected to.
>>>>
>>>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>>>
>>>>
>>>> Mathew Snyder wrote:
>>>>  
>>>>      
>>>>> I'm guessing the problem here is that MySQL is trying to write the
>>>>> session data
>>>>> to this directory.  However, with the database now on another server
>>>>> it clearly
>>>>> doesn't have access to it.  Is this correct?
>>>>>
>>>>> 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 Oct  4 10:23:50 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 04 Oct 2007 10:23:50 -0400
Subject: [rt-users] Moved Database, now cannot create sessions
In-Reply-To: <4704F672.5070900@ucrwcu.rwc.uc.edu>
References: <4703F15E.7040201@yahoo.com>
	<4704E4DE.8070007@yahoo.com>	<4704E62D.8060104@yahoo.com>
	<4704EAA8.2080806@pipex.net> <4704F42E.3070303@yahoo.com>
	<4704F672.5070900@ucrwcu.rwc.uc.edu>
Message-ID: <4704F776.6040603@yahoo.com>

No need.  When installing MySQL via rpm or when installing Red Hat this is
automatically taken care of.  But to be sure, I connected to it using the mysql
shell from another host.

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


Drew Barnes wrote:
> Have you poked a hole for tcp 3306 in the firewall on your new db server?
> 
> Mathew Snyder wrote:
>> I ran
>> GRANT ALL ON rt_database.* to 'rt_user'@'rt_server' IDENTIFIED BY 'rt_password'
>> when I first migrated it.  It didn't work.  I then actually went through the
>> process of installing RT on the database server in order to utilize `make
>> initialize-database`.  This didn't work either.
>>
>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>
>>
>> Roy El-Hames wrote:
>>   
>>> Matthew;
>>> It sounds to me you forgot to :
>>>
>>> GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON ${RT::DatabaseName}.*
>>> TO ${RT::DatabaseUser}\@'${RT::DatabaseRTHost}' IDENTIFIED BY
>>> '${RT::DatabasePassword}'
>>> ;");
>>>
>>> Roy
>>>
>>>
>>> Mathew Snyder wrote:
>>>     
>>>> I figured out that I need to use the session file instead of the
>>>> database.  I
>>>> linked the error together with what I found in RT_SiteConfig.pm.
>>>>
>>>> Now I can get the login screen but can't login.  I'm guessing that the
>>>> remote
>>>> database isn't being located/connected to.
>>>>
>>>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>>>
>>>>
>>>> Mathew Snyder wrote:
>>>>  
>>>>       
>>>>> I'm guessing the problem here is that MySQL is trying to write the
>>>>> session data
>>>>> to this directory.  However, with the database now on another server
>>>>> it clearly
>>>>> doesn't have access to it.  Is this correct?
>>>>>
>>>>> 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 rfh at pipex.net  Thu Oct  4 10:46:04 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Thu, 04 Oct 2007 15:46:04 +0100
Subject: [rt-users] Moved Database, now cannot create sessions
In-Reply-To: <4704F6FF.8040309@yahoo.com>
References: <4703F15E.7040201@yahoo.com> <4704E4DE.8070007@yahoo.com>
	<4704E62D.8060104@yahoo.com> <4704EAA8.2080806@pipex.net>
	<4704F42E.3070303@yahoo.com> <4704F681.9090201@pipex.net>
	<4704F6FF.8040309@yahoo.com>
Message-ID: <4704FCAC.8050206@pipex.net>

Ah ok sorry ..
When you logged in via sql from another host did you login as the rt 
user and the rt password??
Have you got logging enabled on your sql server and debug level logging 
on RT? what is in the log files??
Roy

Mathew Snyder wrote:
> Let me clarify.  I ran that query and added the user.  However, this did not
> make RT work.  The query itself did, though.
>
> Keep up with me and what I'm up to: http://theillien.blogspot.com
>
>
> Roy El-Hames wrote:
>   
>> Well thats your answer Mathew, unless you grant the permissions RT is
>> not going to work for you..
>> What errors are you getting when you granting permissions??
>>
>> Roy
>>
>>
>> Mathew Snyder wrote:
>>     
>>> I ran
>>> GRANT ALL ON rt_database.* to 'rt_user'@'rt_server' IDENTIFIED BY
>>> 'rt_password'
>>> when I first migrated it.  It didn't work.  I then actually went
>>> through the
>>> process of installing RT on the database server in order to utilize `make
>>> initialize-database`.  This didn't work either.
>>>
>>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>>
>>>
>>> Roy El-Hames wrote:
>>>  
>>>       
>>>> Matthew;
>>>> It sounds to me you forgot to :
>>>>
>>>> GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON ${RT::DatabaseName}.*
>>>> TO ${RT::DatabaseUser}\@'${RT::DatabaseRTHost}' IDENTIFIED BY
>>>> '${RT::DatabasePassword}'
>>>> ;");
>>>>
>>>> Roy
>>>>
>>>>
>>>> Mathew Snyder wrote:
>>>>    
>>>>         
>>>>> I figured out that I need to use the session file instead of the
>>>>> database.  I
>>>>> linked the error together with what I found in RT_SiteConfig.pm.
>>>>>
>>>>> Now I can get the login screen but can't login.  I'm guessing that the
>>>>> remote
>>>>> database isn't being located/connected to.
>>>>>
>>>>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>>>>
>>>>>
>>>>> Mathew Snyder wrote:
>>>>>  
>>>>>      
>>>>>           
>>>>>> I'm guessing the problem here is that MySQL is trying to write the
>>>>>> session data
>>>>>> to this directory.  However, with the database now on another server
>>>>>> it clearly
>>>>>> doesn't have access to it.  Is this correct?
>>>>>>
>>>>>> 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 Oct  4 11:17:26 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 04 Oct 2007 11:17:26 -0400
Subject: [rt-users] Moved Database, now cannot create sessions
In-Reply-To: <4704FCAC.8050206@pipex.net>
References: <4703F15E.7040201@yahoo.com> <4704E4DE.8070007@yahoo.com>
	<4704E62D.8060104@yahoo.com> <4704EAA8.2080806@pipex.net>
	<4704F42E.3070303@yahoo.com> <4704F681.9090201@pipex.net>
	<4704F6FF.8040309@yahoo.com> <4704FCAC.8050206@pipex.net>
Message-ID: <47050406.8090704@yahoo.com>

this is the block of error that comes up when trying to connect:

[Thu Oct  4 13:10:21 2007] [warning]: DBD::mysql::st execute failed: SELECT
command denied to user 'rt_user'@'rtdev01.company.com' for table 'Users' at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505, <GEN33>
line 3. (/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
[Thu Oct  4 13:10:21 2007] [warning]: RT::Handle=HASH(0x8217ce58) couldn't
execute the query 'SELECT  * FROM Users WHERE Name = ?' at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518
        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x8217ce58)',
'SELECT  * FROM Users WHERE Name = ?', 'msnyder') called at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1208

DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x82e93408)',
'SELECT  * FROM Users WHERE Name = ?', 'msnyder') called at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1127

DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x82e93408)',
'Name', 'msnyder') called at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record/Cachable.pm line 119

DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x82e93408)',
'Name', 'msnyder') called at /usr/local/rt3/lib/RT/Record.pm line 402
        RT::Record::LoadByCols('RT::CurrentUser=HASH(0x82e93408)', 'Name',
'msnyder') called at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1072

DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x82e93408)',
'Name', 'msnyder') called at /usr/local/rt3/lib/RT/CurrentUser.pm line 287
        RT::CurrentUser::Load('RT::CurrentUser=HASH(0x82e93408)', 'msnyder')
called at /usr/local/rt3/share/html/autohandler line 245
        HTML::Mason::Commands::__ANON__('Error', 'Your username or password is
incorrect', 'pass', 'password', 'user', 'msnyder') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x819bc5ec)',
'Error', 'Your username or password is incorrect', 'pass', 'password', 'user',
'msnyder') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line
1246
        eval {...} called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245
        HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Error', 'Your
username or password is incorrect', 'pass', 'password', 'user', 'msnyder', ...)
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
        eval {...} called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
        eval {...} called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 411

HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x82e958bc)')
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168

HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x82e958bc)')
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826

HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x821766f8)',
'Apache2::RequestRec=SCALAR(0x82aba4d8)') called at /usr/local/rt3/bin/webmux.pl
line 125
        eval {...} called at /usr/local/rt3/bin/webmux.pl line 125
        RT::Mason::handler('Apache2::RequestRec=SCALAR(0x82aba4d8)') called at
-e line 0
        eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272)
[Thu Oct  4 13:10:21 2007] [error]: FAILED LOGIN for msnyder from 192.168.4.118
(/usr/local/rt3/share/html/autohandler:251)

This is all that is in /var/log/mysqld.log:
071004 11:19:10  InnoDB: Starting shutdown...
071004 11:19:11  InnoDB: Shutdown completed; log sequence number 5 3271909341
071004 11:19:11 [Note] /usr/libexec/mysqld: Shutdown complete

071004 11:19:11  mysqld ended

071004 11:19:12  mysqld started
071004 11:19:12  InnoDB: Started; log sequence number 5 3271909341
071004 11:19:12 [Warning] Neither --relay-log nor --relay-log-index were used;
so replication may break when this MySQL server acts as a slave and has his
hostname changed!! Please use '--relay-log=rtdev02-relay-bin' to avoid this problem.
071004 11:19:12 [ERROR] Failed to open the relay log
'./rt-devel-relay-bin.000008' (relay_log_pos 98)
071004 11:19:12 [ERROR] Could not find target log during relay log initialization
071004 11:19:12 [ERROR] Failed to initialize the master info structure
071004 11:19:12 [Note] /usr/libexec/mysqld: ready for connections.
Version: '5.0.22-log'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  Source
distribution

Roy El-Hames wrote:
> Ah ok sorry ..
> When you logged in via sql from another host did you login as the rt
> user and the rt password??
> Have you got logging enabled on your sql server and debug level logging
> on RT? what is in the log files??
> Roy
> 


From theillien at yahoo.com  Thu Oct  4 11:21:55 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 04 Oct 2007 11:21:55 -0400
Subject: [rt-users] Moved Database, now cannot create sessions
In-Reply-To: <4704FCAC.8050206@pipex.net>
References: <4703F15E.7040201@yahoo.com> <4704E4DE.8070007@yahoo.com>
	<4704E62D.8060104@yahoo.com> <4704EAA8.2080806@pipex.net>
	<4704F42E.3070303@yahoo.com> <4704F681.9090201@pipex.net>
	<4704F6FF.8040309@yahoo.com> <4704FCAC.8050206@pipex.net>
Message-ID: <47050513.309@yahoo.com>

I have no idea what happened but I pointed the RT host to the new database
server again and restarted httpd again.  This time it seems to have worked.

I wish I knew what I did that fixed it.

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


Roy El-Hames wrote:
> Ah ok sorry ..
> When you logged in via sql from another host did you login as the rt
> user and the rt password??
> Have you got logging enabled on your sql server and debug level logging
> on RT? what is in the log files??
> Roy
> 
> Mathew Snyder wrote:
>> Let me clarify.  I ran that query and added the user.  However, this
>> did not
>> make RT work.  The query itself did, though.
>>
>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>
>>
>> Roy El-Hames wrote:
>>  
>>> Well thats your answer Mathew, unless you grant the permissions RT is
>>> not going to work for you..
>>> What errors are you getting when you granting permissions??
>>>
>>> Roy
>>>
>>>
>>> Mathew Snyder wrote:
>>>    
>>>> I ran
>>>> GRANT ALL ON rt_database.* to 'rt_user'@'rt_server' IDENTIFIED BY
>>>> 'rt_password'
>>>> when I first migrated it.  It didn't work.  I then actually went
>>>> through the
>>>> process of installing RT on the database server in order to utilize
>>>> `make
>>>> initialize-database`.  This didn't work either.
>>>>
>>>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>>>
>>>>
>>>> Roy El-Hames wrote:
>>>>  
>>>>      
>>>>> Matthew;
>>>>> It sounds to me you forgot to :
>>>>>
>>>>> GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON
>>>>> ${RT::DatabaseName}.*
>>>>> TO ${RT::DatabaseUser}\@'${RT::DatabaseRTHost}' IDENTIFIED BY
>>>>> '${RT::DatabasePassword}'
>>>>> ;");
>>>>>
>>>>> Roy
>>>>>
>>>>>
>>>>> Mathew Snyder wrote:
>>>>>           
>>>>>> I figured out that I need to use the session file instead of the
>>>>>> database.  I
>>>>>> linked the error together with what I found in RT_SiteConfig.pm.
>>>>>>
>>>>>> Now I can get the login screen but can't login.  I'm guessing that
>>>>>> the
>>>>>> remote
>>>>>> database isn't being located/connected to.
>>>>>>
>>>>>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>>>>>
>>>>>>
>>>>>> Mathew Snyder wrote:
>>>>>>  
>>>>>>               
>>>>>>> I'm guessing the problem here is that MySQL is trying to write the
>>>>>>> session data
>>>>>>> to this directory.  However, with the database now on another server
>>>>>>> it clearly
>>>>>>> doesn't have access to it.  Is this correct?
>>>>>>>
>>>>>>> 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 zbigniew at starpower.net  Thu Oct  4 11:57:29 2007
From: zbigniew at starpower.net (zbigniew at starpower.net)
Date: Thu,  4 Oct 2007 11:57:29 -0400 (EDT)
Subject: [rt-users] Ticket Create, CC and Replies
Message-ID: <20071004115729.AIW68895@ms10.lnh.mail.rcn.net>

Have a new deployment of RT and trying to work out a few bugs.

A user submits a ticket via email.  He CC's his boss.

The ticket is created just fine and everyone is notified appropriately.  The problem is that if the boss replies to the 
first email, it generates another ticket.  Is there a technical resolution?  Or a case of user education?

Thoughts?

-Patrick


From laxplayer at earthlink.net  Thu Oct  4 12:07:50 2007
From: laxplayer at earthlink.net (Jeremy Stinson)
Date: Thu, 4 Oct 2007 12:07:50 -0400
Subject: [rt-users] Looking to write scrip based upon email header infomation
References: <B91A344EF1E1C645B0319809F04BD71601801C5D@C201MSGC0206.grand-rapids.mi.us>
Message-ID: <021c01c806a0$b71cc870$65c81fac@RTLaptopJCS>

Hello,

We are looking to write a scrip to email a pager address if an email comes 
into a queue with the priority set to high in the header. Can anyone point 
me to a sample or give me a push in the right direction? I tried to adapt 
this scrip (http://wiki.bestpractical.com/view/OnCreatePageOffHours) but was 
not successful.

Thanks for your help.

Jeremy 



From gleduc at mail.sdsu.edu  Thu Oct  4 13:39:19 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 04 Oct 2007 10:39:19 -0700
Subject: [rt-users] Looking to write scrip based upon email header
	infomation
In-Reply-To: <021c01c806a0$b71cc870$65c81fac@RTLaptopJCS>
References: <B91A344EF1E1C645B0319809F04BD71601801C5D@C201MSGC0206.grand-rapids.mi.us>
	<021c01c806a0$b71cc870$65c81fac@RTLaptopJCS>
Message-ID: <6.2.1.2.2.20071004102715.0261bd20@mail.sdsu.edu>

Hi Jeremy,

If you're having problems with the scrip condition, try using this as a 
User Defined condition:
   my $Trans = $self->TransactionObj;
   return $Trans->Type eq 'Create' &&
            $Trans->Attachments->First->GetHeader('X-Priority') =~ /^1\b/ ;

This will trigger the scrip if a new ticket is created and the e-mail that 
created it has "X-Priority: 1" in the headers.  You could also have it 
trigger on priority 2 if you like (change the "/^1\b/" to 
"/^[12]\b/").  Priority 1 is "Highest" and 2 is "High", at least in 
Eudora's world.

The action for this scrip would be a custom template that sends e-mail to 
the pager address.

Regards,
Gene


At 09:07 AM 10/4/2007, Jeremy Stinson wrote:
>Hello,
>
>We are looking to write a scrip to email a pager address if an email comes 
>into a queue with the priority set to high in the header. Can anyone point 
>me to a sample or give me a push in the right direction? I tried to adapt 
>this scrip (http://wiki.bestpractical.com/view/OnCreatePageOffHours) but 
>was not successful.
>
>Thanks for your help.
>
>Jeremy
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: 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 Oct  4 14:50:35 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 04 Oct 2007 11:50:35 -0700
Subject: [rt-users] TransactionBatch problem
Message-ID: <470535FB.5030405@lbl.gov>

To all,


	We wanted to have TransactionBatch as a scrip "stage" option so we made 
the change as:

RT::TransactionBatch 	1

in the configuration. When we go to a scrip, we still do not see it in 
the "stage" drop-down. Anyone have this experience and resolve it? Thanks.


Kenn
LBNL


From theillien at yahoo.com  Thu Oct  4 15:20:54 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 04 Oct 2007 15:20:54 -0400
Subject: [rt-users] TransactionBatch problem
In-Reply-To: <470535FB.5030405@lbl.gov>
References: <470535FB.5030405@lbl.gov>
Message-ID: <47053D16.8000606@yahoo.com>

Have you restarted httpd?

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


Kenneth Crocker wrote:
> To all,
> 
> 
>     We wanted to have TransactionBatch as a scrip "stage" option so we
> made the change as:
> 
> RT::TransactionBatch     1
> 
> in the configuration. When we go to a scrip, we still do not see it in
> the "stage" drop-down. Anyone have this experience and resolve it? Thanks.
> 
> 
> Kenn
> LBNL
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.bestpractical.com
> 


From sturner at MIT.EDU  Thu Oct  4 15:46:26 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 04 Oct 2007 15:46:26 -0400
Subject: [rt-users] TransactionBatch problem
In-Reply-To: <470535FB.5030405@lbl.gov>
References: <470535FB.5030405@lbl.gov>
Message-ID: <6.2.3.4.2.20071004154509.0422ede8@po14.mit.edu>

At Thursday 10/4/2007 02:50 PM, you wrote:
>To all,
>
>         We wanted to have TransactionBatch as a scrip "stage" 
> option so we made the change as:
>
>RT::TransactionBatch    1
>
>in the configuration. When we go to a scrip, we still do not see it 
>in the "stage" drop-down. Anyone have this experience and resolve it? Thanks.
>

Kenn,

I think the correct syntax for RT_SiteConfig.pm is:

Set($UseTransactionBatch , 1);

Steve




From KFCrocker at lbl.gov  Thu Oct  4 16:14:28 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 04 Oct 2007 13:14:28 -0700
Subject: [rt-users] TransactionBatch problem
In-Reply-To: <47053D16.8000606@yahoo.com>
References: <470535FB.5030405@lbl.gov> <47053D16.8000606@yahoo.com>
Message-ID: <470549A4.9090501@lbl.gov>

Mathew,

	Yes we did.

Kenn
LBNL

On 10/4/2007 12:20 PM, Mathew Snyder wrote:
> Have you restarted httpd?
> 
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> 
> 
> Kenneth Crocker wrote:
>> To all,
>>
>>
>>     We wanted to have TransactionBatch as a scrip "stage" option so we
>> made the change as:
>>
>> RT::TransactionBatch     1
>>
>> in the configuration. When we go to a scrip, we still do not see it in
>> the "stage" drop-down. Anyone have this experience and resolve it? Thanks.
>>
>>
>> Kenn
>> LBNL
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
>> a copy at http://rtbook.bestpractical.com
>>
> 


From KFCrocker at lbl.gov  Thu Oct  4 16:14:56 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 04 Oct 2007 13:14:56 -0700
Subject: [rt-users] TransactionBatch problem
In-Reply-To: <6.2.3.4.2.20071004154509.0422ede8@po14.mit.edu>
References: <470535FB.5030405@lbl.gov>
	<6.2.3.4.2.20071004154509.0422ede8@po14.mit.edu>
Message-ID: <470549C0.1090308@lbl.gov>

Stephen,


	Yep. That did it. Thanks.


Kenn
LBNL

On 10/4/2007 12:46 PM, Stephen Turner wrote:
> At Thursday 10/4/2007 02:50 PM, you wrote:
>> To all,
>>
>>         We wanted to have TransactionBatch as a scrip "stage" option 
>> so we made the change as:
>>
>> RT::TransactionBatch    1
>>
>> in the configuration. When we go to a scrip, we still do not see it in 
>> the "stage" drop-down. Anyone have this experience and resolve it? 
>> Thanks.
>>
> 
> Kenn,
> 
> I think the correct syntax for RT_SiteConfig.pm is:
> 
> Set($UseTransactionBatch , 1);
> 
> 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 marco.avvisano at regione.toscana.it  Fri Oct  5 04:17:45 2007
From: marco.avvisano at regione.toscana.it (Marco Avvisano)
Date: Fri, 5 Oct 2007 10:17:45 +0200
Subject: [rt-users] errors on 3.6.5
References: <47034633.3010307@sun.com>
	<661101c805af$ba631350$2b01d59f@regione.toscana.it>
	<20071003145518.GY4539@bestpractical.com>
Message-ID: <016201c80728$35c09940$2b01d59f@regione.toscana.it>


These are only some errors from my http error log:


[[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: You 
have an error in your SQL syntax near 'ON ( ObjectCustomFields_1.CustomField 
= main.id )  WHERE (main.Disabled = '0') A' at line 1 at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 
505., referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xad562ec) 
couldn't execute the query 'SELECT DISTINCT main.* FROM CustomFields main 
JOIN ObjectCustomFields ObjectCustomFields_1  ON ( 
ObjectCustomFields_1.CustomField = main.id )  WHERE (main.Disabled = '0') 
AND (ObjectCustomFields_1.ObjectId = '3' OR ObjectCustomFields_1.ObjectId = 
'0') AND (main.LookupType = 'RT::Queue-RT::Ticket')  ORDER BY 
ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC ' at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 
518, referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xad562ec)', 
'SELECT DISTINCT main.* FROM CustomFields main JOIN ObjectCust...') called 
at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder.pm line 238, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!DBIx::SearchBuilder::_DoSearch('RT::CustomFields=HASH(0xb0b47c0)') called 
at /opt/rt3/lib/RT/CustomFields_Overlay.pm line 172, referer: 
http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!RT::CustomFields::_DoSearch('RT::CustomFields=HASH(0xb0b47c0)') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder.pm line 498, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!DBIx::SearchBuilder::Next('RT::CustomFields=HASH(0xb0b47c0)') called at 
/opt/rt3/lib/RT/CustomFields_Overlay.pm line 190, referer: 
http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!RT::CustomFields::Next('RT::CustomFields=HASH(0xb0b47c0)') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder.pm line 555, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!DBIx::SearchBuilder::First('RT::CustomFields=HASH(0xb0b47c0)') called at 
/opt/rt3/share/html/Ticket/Elements/ShowSummary line 57, referer: 
http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9d5bcc0)', 
'Attachments', 'RT::Attachments=HASH(0xad45010)') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 135, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb0b47e4)', 
'Ticket', 'RT::Ticket=HASH(0x9d5bcc0)', 'Attachments', 
'RT::Attachments=HASH(0xad45010)') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1262, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: !eval {...} called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1252, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!HTML::Mason::Request::comp('undef', 'undef', 'Ticket', 
'RT::Ticket=HASH(0x9d5bcc0)', 'Attachments', 
'RT::Attachments=HASH(0xad45010)') called at 
/opt/rt3/share/html/Ticket/Display.html line 58, referer: 
http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: !HTML::Mason::Commands::__ANON__() 
called at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm 
line 1335, referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: !eval {...} called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1335, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!HTML::Mason::Request::content('HTML::Mason::Request::CGI=HASH(0xb079b8c)') 
called at /opt/rt3/share/html/Widgets/TitleBox line 51, referer: 
http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!HTML::Mason::Commands::__ANON__('title', 'Metadati del ticket') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 135, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xafe99c0)', 
'title', 'Metadati del ticket') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1262, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xad562ec)', 
'SELECT DISTINCT main.* FROM Users main JOIN Principals Princi...') called 
at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder.pm line 238, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!DBIx::SearchBuilder::_DoSearch('RT::Users=HASH(0xb0c4474)') called at 
/opt/rt3/lib/RT/Users_Overlay.pm line 137, referer: 
http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!RT::Users::_DoSearch('RT::Users=HASH(0xb0c4474)') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder.pm line 498, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!DBIx::SearchBuilder::Next('RT::Users=HASH(0xb0c4474)') called at 
/opt/rt3/share/html/Ticket/Elements/ShowGroupMembers line 51, referer: 
http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!HTML::Mason::Commands::__ANON__('Group', 'RT::Group=HASH(0xb0c02e8)', 
'Ticket', 'RT::Ticket=HASH(0x9d5bcc0)') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 135, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb0dcb4c)', 
'Group', 'RT::Group=HASH(0xb0c02e8)', 'Ticket', 
'RT::Ticket=HASH(0x9d5bcc0)') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1262, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: !eval {...} called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1252, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!HTML::Mason::Request::comp('undef', 'undef', 'Group', 
'RT::Group=HASH(0xb0c02e8)', 'Ticket', 'RT::Ticket=HASH(0x9d5bcc0)') called 
at /opt/rt3/share/html/Ticket/Elements/ShowPeople line 55, referer: 
http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9d5bcc0)') 
called at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Component.pm 
line 135, referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb0cef1c)', 
'Ticket', 'RT::Ticket=HASH(0x9d5bcc0)') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1262, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: !eval {...} called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1252, 
referer: http://monit.regione.toscana.it/index.html
[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
!HTML::Mason::Request::comp('undef', 'undef', 'Ticket', 
'RT::Ticket=HASH(0x9d5bcc0)') called at 
/opt/rt3/share/html/Ticket/Elements/ShowSummary line 67, referer: 
http://monit.regione.toscana.it/index.html


M.

>
>
>
> On Wed, Oct 03, 2007 at 01:22:47PM +0200, Marco Avvisano wrote:
>> I have installed Rt 3.6.5 ( Red Hat Enterprise Linux ES release 3),
>> and i see a lot of error in my http errors log:
>>
>> FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:
>>
>
> Did you miss the actual error?
>
>> I used these http configuration:
>>
>> ###  NameVirtualHost *:80
>> ###  <VirtualHost *:80>
>> ###    ServerAdmin root
>> ###    ServerName your.host.name
>> ###    DocumentRoot /opt/rt3/share/html/
>> ###    AddDefaultCharset UTF-8
>> ###    # Adding the following for RT (the ticket tracker)
>> ###    AddHandler fastcgi-script .fcgi
>> ###    <Directory "/opt/rt3/share/html">
>> ###      Options FollowSymLinks ExecCGI
>> ###      AllowOverride None
>> ###    </Directory>
>> ###    # Pass through requests to for noauth
>> ###    Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images
>> ###    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>> ###  </VirtualHost>
>> ###  FastCgiIpcDir /tmp
>> ###  FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout
>> 120 -processes 4
>>
>> Any ideas?
>>
>> I also have problems, from the web, to see group/users created,  and 
>> change
>> the person to assign
>> ticket (from root login, only nobody user)
>>
>> thanks for suggestions
>>
>> Marco
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
> -- 



From jose.canton at atosorigin.com  Fri Oct  5 07:53:12 2007
From: jose.canton at atosorigin.com (Jose Antonio Canton Olid)
Date: Fri, 05 Oct 2007 13:53:12 +0200
Subject: [rt-users] Status of the RT AssetTracker.
Message-ID: <5584767C35D48D4E885646642939DFE101C8CADC@INTMAIL01.es.int.atosorigin.com>

Hello

The company where I work is wondering about use Asset Tracker, but the
link referenced in the last mail in the communication below do not works
properly. The tar.gz is decompressed with errors.

Please, can somebody solve the tar.gz or make accessible the asset
tracker from other site?

Thanks for your help
Josep



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew
Ruthven
Sent: viernes, 20 de julio de 2007 8:28
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Status of the RT AssetTracker.

Hi guys,

Is there a publically accessible demo site for AssetTracker?

I'm thinking about using, but before I install it I'd like to try it
out.

The main feature I'm looking at is tracking components in computers.

Cheers!

On Thu, 2007-07-12 at 14:49 -0400, Jason A. Smith wrote:
> Is the RT AssetTracker project still alive?  I noticed that its old
home
> is still gone, except for a link to the last available source package:
> 
> http://atwiki.chaka.net/at-1.2.3.tar.gz
> 
> There is also a new SourceForge project that was created for it a few
> months ago:
> 
> http://sourceforge.net/projects/rtat/

-- 
Andrew Ruthven
Wellington, New Zealand
At home: andrew at etc.gen.nz       |  This space intentionally
                                 |        left blank.

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

Community help: http://wiki.bestpractical.com
Commercial support: 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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As its integrity cannot be secured on the Internet, the Atos Origin group
liability cannot be triggered for the message content. Although the
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any damages resulting from any virus transmitted.

Este mensaje y los ficheros adjuntos pueden contener informacion
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From twsnnva at gmail.com  Fri Oct  5 09:05:01 2007
From: twsnnva at gmail.com (Thomas Simmons)
Date: Fri, 05 Oct 2007 09:05:01 -0400
Subject: [rt-users] RT sends 3 failure messages
Message-ID: <4706367D.4050800@gmail.com>

Hi Everyone,
RT is setup and everything is working great for the most part. I'm using 
the LDAP overlay to auto create accounts when someone with an existing 
email sends a request. This works fine, but when someone sends an email 
that does not exist in LDAP, three messages are returned to this user. I 
would like to have only one email sent. I don't know if it has anything 
to do with my problems, but to get auto-creation to work, I had to give 
everyone the CreateTicket right, though the wiki claims this is not 
necessary. Any help would be really appreciated. The three emails are below.

User Could Not Be Loaded

User  'foo at bar.com' could not be loaded in the mail gateway


User Could Not Be Created

User creation failed in mailgateway: Could not set user info


Could Not Load A Valid User

RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for your email.




From sturner at MIT.EDU  Fri Oct  5 10:11:48 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 05 Oct 2007 10:11:48 -0400
Subject: [rt-users] Status of the RT AssetTracker.
In-Reply-To: <5584767C35D48D4E885646642939DFE101C8CADC@INTMAIL01.es.int.
	atosorigin.com>
References: <5584767C35D48D4E885646642939DFE101C8CADC@INTMAIL01.es.int.atosorigin.com>
Message-ID: <6.2.3.4.2.20071005101016.04210008@po14.mit.edu>

At Friday 10/5/2007 07:53 AM, Jose Antonio Canton Olid wrote:
>Hello
>
>The company where I work is wondering about use Asset Tracker, but the
>link referenced in the last mail in the communication below do not works
>properly. The tar.gz is decompressed with errors.
>
>Please, can somebody solve the tar.gz or make accessible the asset
>tracker from other site?
>
>Thanks for your help
>Josep

Jose,

I was able to download and decompress the tar.gz file two days ago, 
so I think the file is OK. I'd recommend giving it another try.

Steve 



From crpatter at ci.grand-rapids.mi.us  Fri Oct  5 10:35:14 2007
From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig)
Date: Fri, 5 Oct 2007 10:35:14 -0400
Subject: [rt-users] Status of the RT AssetTracker.
In-Reply-To: <6.2.3.4.2.20071005101016.04210008@po14.mit.edu>
References: <5584767C35D48D4E885646642939DFE101C8CADC@INTMAIL01.es.int.atosorigin.com>
	<6.2.3.4.2.20071005101016.04210008@po14.mit.edu>
Message-ID: <B91A344EF1E1C645B0319809F04BD7160182D681@C201MSGC0206.grand-rapids.mi.us>

Jose,

I had the same problem with CentOs5's gui Archive Manager.  It stated
the archive was corrupted.  However if I used the tar program via the
command line it worked fine.  The command I used was tar -xzvf
at-1.2.3.tar.gz, which will dump the contents in your current dir.  I
think adding a -C will allow you set a target directory.

Craig

-----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, October 05, 2007 10:12 AM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Status of the RT AssetTracker.

At Friday 10/5/2007 07:53 AM, Jose Antonio Canton Olid wrote:
>Hello
>
>The company where I work is wondering about use Asset Tracker, but the
>link referenced in the last mail in the communication below do not
works
>properly. The tar.gz is decompressed with errors.
>
>Please, can somebody solve the tar.gz or make accessible the asset
>tracker from other site?
>
>Thanks for your help
>Josep

Jose,

I was able to download and decompress the tar.gz file two days ago, 
so I think the file is OK. I'd recommend giving it another try.

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 klinet2 at winnetka36.org  Fri Oct  5 12:18:33 2007
From: klinet2 at winnetka36.org (Todd)
Date: Fri, 5 Oct 2007 11:18:33 -0500
Subject: [rt-users] time one hour off
Message-ID: <5F67D4DA-230D-4153-A9AB-81DA9E1E07D0@winnetka36.org>

I have just completed a new install of RT 3.6.5 on Ubuntu 7.04, the  
install went great and everything seems to be working properly except  
the time as recorded by RT is one hour in the future of the system  
clock.  I'm guessing that this is a DST issue but I'm not sure. Has  
anyone seen this or know of a fix.

Thanks

Todd


From jesse at bestpractical.com  Fri Oct  5 15:51:20 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 5 Oct 2007 15:51:20 -0400
Subject: [rt-users] errors on 3.6.5
In-Reply-To: <016201c80728$35c09940$2b01d59f@regione.toscana.it>
References: <47034633.3010307@sun.com>
	<661101c805af$ba631350$2b01d59f@regione.toscana.it>
	<20071003145518.GY4539@bestpractical.com>
	<016201c80728$35c09940$2b01d59f@regione.toscana.it>
Message-ID: <B0223A08-2914-484F-B899-75AECC849933@bestpractical.com>

That looks like you somehow might not have initialized the database  
correctly.


On Oct 5, 2007, at 4:17 AM, Marco Avvisano wrote:

>
> These are only some errors from my http error log:
>
>
> [[Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st  
> execute failed: You have an error in your SQL syntax near 'ON  
> ( ObjectCustomFields_1.CustomField = main.id )  WHERE  
> (main.Disabled = '0') A' at line 1 at /usr/local/perl-5.8.5/lib/ 
> site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 505., referer:  
> http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH 
> (0xad562ec) couldn't execute the query 'SELECT DISTINCT main.* FROM  
> CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1  ON  
> ( ObjectCustomFields_1.CustomField = main.id )  WHERE  
> (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '3' OR  
> ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType =  
> 'RT::Queue-RT::Ticket')  ORDER BY ObjectCustomFields_1.ObjectId  
> ASC, ObjectCustomFields_1.SortOrder ASC ' at /usr/local/perl-5.8.5/ 
> lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 518, referer:  
> http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH 
> (0xad562ec)', 'SELECT DISTINCT main.* FROM CustomFields main JOIN  
> ObjectCust...') called at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/ 
> DBIx/SearchBuilder.pm line 238, referer: http:// 
> monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> DBIx::SearchBuilder::_DoSearch('RT::CustomFields=HASH(0xb0b47c0)')  
> called at /opt/rt3/lib/RT/CustomFields_Overlay.pm line 172,  
> referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> RT::CustomFields::_DoSearch('RT::CustomFields=HASH(0xb0b47c0)')  
> called at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/ 
> SearchBuilder.pm line 498, referer: http://monit.regione.toscana.it/ 
> index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> DBIx::SearchBuilder::Next('RT::CustomFields=HASH(0xb0b47c0)')  
> called at /opt/rt3/lib/RT/CustomFields_Overlay.pm line 190,  
> referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> RT::CustomFields::Next('RT::CustomFields=HASH(0xb0b47c0)') called  
> at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder.pm  
> line 555, referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> DBIx::SearchBuilder::First('RT::CustomFields=HASH(0xb0b47c0)')  
> called at /opt/rt3/share/html/Ticket/Elements/ShowSummary line 57,  
> referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH 
> (0x9d5bcc0)', 'Attachments', 'RT::Attachments=HASH(0xad45010)')  
> called at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/ 
> Component.pm line 135, referer: http://monit.regione.toscana.it/ 
> index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH 
> (0xb0b47e4)', 'Ticket', 'RT::Ticket=HASH(0x9d5bcc0)',  
> 'Attachments', 'RT::Attachments=HASH(0xad45010)') called at /usr/ 
> local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line  
> 1262, referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: !eval {...} called  
> at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm  
> line 1252, referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> HTML::Mason::Request::comp('undef', 'undef', 'Ticket',  
> 'RT::Ticket=HASH(0x9d5bcc0)', 'Attachments', 'RT::Attachments=HASH 
> (0xad45010)') called at /opt/rt3/share/html/Ticket/Display.html  
> line 58, referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> HTML::Mason::Commands::__ANON__() called at /usr/local/perl-5.8.5/ 
> lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1335, referer:  
> http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: !eval {...} called  
> at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm  
> line 1335, referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> HTML::Mason::Request::content('HTML::Mason::Request::CGI=HASH 
> (0xb079b8c)') called at /opt/rt3/share/html/Widgets/TitleBox line  
> 51, referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> HTML::Mason::Commands::__ANON__('title', 'Metadati del ticket')  
> called at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/ 
> Component.pm line 135, referer: http://monit.regione.toscana.it/ 
> index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH 
> (0xafe99c0)', 'title', 'Metadati del ticket') called at /usr/local/ 
> perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1262,  
> referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH 
> (0xad562ec)', 'SELECT DISTINCT main.* FROM Users main JOIN  
> Principals Princi...') called at /usr/local/perl-5.8.5/lib/ 
> site_perl/5.8.5/DBIx/SearchBuilder.pm line 238, referer: http:// 
> monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> DBIx::SearchBuilder::_DoSearch('RT::Users=HASH(0xb0c4474)') called  
> at /opt/rt3/lib/RT/Users_Overlay.pm line 137, referer: http:// 
> monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> RT::Users::_DoSearch('RT::Users=HASH(0xb0c4474)') called at /usr/ 
> local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder.pm line  
> 498, referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> DBIx::SearchBuilder::Next('RT::Users=HASH(0xb0c4474)') called at / 
> opt/rt3/share/html/Ticket/Elements/ShowGroupMembers line 51,  
> referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> HTML::Mason::Commands::__ANON__('Group', 'RT::Group=HASH 
> (0xb0c02e8)', 'Ticket', 'RT::Ticket=HASH(0x9d5bcc0)') called at / 
> usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Component.pm  
> line 135, referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH 
> (0xb0dcb4c)', 'Group', 'RT::Group=HASH(0xb0c02e8)', 'Ticket',  
> 'RT::Ticket=HASH(0x9d5bcc0)') called at /usr/local/perl-5.8.5/lib/ 
> site_perl/5.8.5/HTML/Mason/Request.pm line 1262, referer: http:// 
> monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: !eval {...} called  
> at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm  
> line 1252, referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> HTML::Mason::Request::comp('undef', 'undef', 'Group',  
> 'RT::Group=HASH(0xb0c02e8)', 'Ticket', 'RT::Ticket=HASH 
> (0x9d5bcc0)') called at /opt/rt3/share/html/Ticket/Elements/ 
> ShowPeople line 55, referer: http://monit.regione.toscana.it/ 
> index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH 
> (0x9d5bcc0)') called at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/ 
> HTML/Mason/Component.pm line 135, referer: http:// 
> monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH 
> (0xb0cef1c)', 'Ticket', 'RT::Ticket=HASH(0x9d5bcc0)') called at / 
> usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line  
> 1262, referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: !eval {...} called  
> at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm  
> line 1252, referer: http://monit.regione.toscana.it/index.html
> [Fri Oct 05 10:05:48 2007] [error] [client 10.110.23.12] FastCGI:  
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: ! 
> HTML::Mason::Request::comp('undef', 'undef', 'Ticket',  
> 'RT::Ticket=HASH(0x9d5bcc0)') called at /opt/rt3/share/html/Ticket/ 
> Elements/ShowSummary line 67, referer: http:// 
> monit.regione.toscana.it/index.html
>
>
> M.
>
>>
>>
>>
>> On Wed, Oct 03, 2007 at 01:22:47PM +0200, Marco Avvisano wrote:
>>> I have installed Rt 3.6.5 ( Red Hat Enterprise Linux ES release 3),
>>> and i see a lot of error in my http errors log:
>>>
>>> FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:
>>>
>>
>> Did you miss the actual error?
>>
>>> I used these http configuration:
>>>
>>> ###  NameVirtualHost *:80
>>> ###  <VirtualHost *:80>
>>> ###    ServerAdmin root
>>> ###    ServerName your.host.name
>>> ###    DocumentRoot /opt/rt3/share/html/
>>> ###    AddDefaultCharset UTF-8
>>> ###    # Adding the following for RT (the ticket tracker)
>>> ###    AddHandler fastcgi-script .fcgi
>>> ###    <Directory "/opt/rt3/share/html">
>>> ###      Options FollowSymLinks ExecCGI
>>> ###      AllowOverride None
>>> ###    </Directory>
>>> ###    # Pass through requests to for noauth
>>> ###    Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images
>>> ###    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>>> ###  </VirtualHost>
>>> ###  FastCgiIpcDir /tmp
>>> ###  FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout
>>> 120 -processes 4
>>>
>>> Any ideas?
>>>
>>> I also have problems, from the web, to see group/users created,   
>>> and change
>>> the person to assign
>>> ticket (from root login, only nobody user)
>>>
>>> thanks for suggestions
>>>
>>> Marco
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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 geek+rt at cmu.edu  Mon Oct  8 04:03:21 2007
From: geek+rt at cmu.edu (Brian Gallew)
Date: Mon, 08 Oct 2007 11:03:21 +0300
Subject: [rt-users] Minor patch
Message-ID: <4709E449.1020804@cmu.edu>

The following patch prevents an error message about "Unknown update 
type" on my RT installation whenever I try to update a multi-choice 
custom field with categories.

--- lib/RT/Interface/Web.pm     2007-07-19 22:30:01.000000000 +0300
+++ local/lib/RT/Interface/Web.pm       2007-10-07 15:10:17.000000000 +0300
@@ -1281,6 +1281,7 @@
             s/\r//g foreach @values;
         }
         @values = grep defined && $_ ne '', @values;
+        next if $arg =~ /Category$/;
 
         if ( $arg eq 'AddValue' || $arg eq 'Value' ) {
             foreach my $value (@values) {



From jose.canton at atosorigin.com  Mon Oct  8 06:01:26 2007
From: jose.canton at atosorigin.com (Jose Antonio Canton Olid)
Date: Mon, 08 Oct 2007 12:01:26 +0200
Subject: [rt-users] Status of the RT AssetTracker.
Message-ID: <5584767C35D48D4E885646642939DFE101C8D064@INTMAIL01.es.int.atosorigin.com>

Hello

 

Well, I am really sorry but I am using these two links and I only see
access errors. 

*         http://atwiki.chaka.net/at-1.2.3.tar.gz  --> 502 Bad Gateway

*         http://homepages.findlay.edu/rfox/at-1.2.3.tar.gz --> 404 -
File or directory not found

 

Today I can not download the file.

 

At sourceforge there is no file to download

 

Does somebody know any other place to download this extension for
Request Tracker?

Can somebody send me the extension?

 

Thanks in advance

Best Regards

Josep

 

 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Patterson, Craig
Sent: viernes, 05 de octubre de 2007 16:35
To: Stephen Turner; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Status of the RT AssetTracker.

 

Jose,

 

I had the same problem with CentOs5's gui Archive Manager.  It stated

the archive was corrupted.  However if I used the tar program via the

command line it worked fine.  The command I used was tar -xzvf

at-1.2.3.tar.gz, which will dump the contents in your current dir.  I

think adding a -C will allow you set a target directory.

 

Craig

 

-----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, October 05, 2007 10:12 AM

To: rt-users at lists.bestpractical.com

Subject: RE: [rt-users] Status of the RT AssetTracker.

 

At Friday 10/5/2007 07:53 AM, Jose Antonio Canton Olid wrote:

>Hello

> 

>The company where I work is wondering about use Asset Tracker, but the

>link referenced in the last mail in the communication below do not

works

>properly. The tar.gz is decompressed with errors.

> 

>Please, can somebody solve the tar.gz or make accessible the asset

>tracker from other site?

> 

>Thanks for your help

>Josep

 

Jose,

 

I was able to download and decompress the tar.gz file two days ago, 

so I think the file is OK. I'd recommend giving it another try.

 

Steve 

 

_______________________________________________

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

 

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

Commercial support: sales at bestpractical.com

 

 

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

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

_______________________________________________

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

 

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

Commercial support: sales at bestpractical.com

 

 

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

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

 


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From theillien at yahoo.com  Mon Oct  8 06:21:20 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Mon, 08 Oct 2007 06:21:20 -0400
Subject: [rt-users] Status of the RT AssetTracker.
In-Reply-To: <5584767C35D48D4E885646642939DFE101C8D064@INTMAIL01.es.int.atosorigin.com>
References: <5584767C35D48D4E885646642939DFE101C8D064@INTMAIL01.es.int.atosorigin.com>
Message-ID: <470A04A0.4000008@yahoo.com>

http://www.theillien.com/other_stuff/at-1.2.3.tar.gz

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


Jose Antonio Canton Olid wrote:
> Hello
> 
>  
> 
> Well, I am really sorry but I am using these two links and I only see
> access errors.
> 
> ?         http://atwiki.chaka.net/at-1.2.3.tar.gz  --> 502 Bad Gateway
> 
> ?         http://homepages.findlay.edu/rfox/at-1.2.3.tar.gz --> 404 -
> File or directory not found
> 
>  
> 
> Today I can not download the file.
> 
>  
> 
> At sourceforge there is no file to download
> 
>  
> 
> Does somebody know any other place to download this extension for
> Request Tracker?
> 
> Can somebody send me the extension?
> 
>  
> 
> Thanks in advance
> 
> Best Regards
> 
> Josep
> 
>  
> 
>  
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> Patterson, Craig
> Sent: viernes, 05 de octubre de 2007 16:35
> To: Stephen Turner; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Status of the RT AssetTracker.
> 
>  
> 
> Jose,
> 
>  
> 
> I had the same problem with CentOs5's gui Archive Manager.  It stated
> 
> the archive was corrupted.  However if I used the tar program via the
> 
> command line it worked fine.  The command I used was tar -xzvf
> 
> at-1.2.3.tar.gz, which will dump the contents in your current dir.  I
> 
> think adding a -C will allow you set a target directory.
> 
>  
> 
> Craig
> 
>  
> 
> -----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, October 05, 2007 10:12 AM
> 
> To: rt-users at lists.bestpractical.com
> 
> Subject: RE: [rt-users] Status of the RT AssetTracker.
> 
>  
> 
> At Friday 10/5/2007 07:53 AM, Jose Antonio Canton Olid wrote:
> 
>>Hello
> 
>> 
> 
>>The company where I work is wondering about use Asset Tracker, but the
> 
>>link referenced in the last mail in the communication below do not
> 
> works
> 
>>properly. The tar.gz is decompressed with errors.
> 
>> 
> 
>>Please, can somebody solve the tar.gz or make accessible the asset
> 
>>tracker from other site?
> 
>> 
> 
>>Thanks for your help
> 
>>Josep
> 
>  
> 
> Jose,
> 
>  
> 
> I was able to download and decompress the tar.gz file two days ago,
> 
> so I think the file is OK. I'd recommend giving it another try.
> 
>  
> 
> Steve
> 
>  
> 
> _______________________________________________
> 
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
>  
> 
> Community help: http://wiki.bestpractical.com
> 
> Commercial support: sales at bestpractical.com
> 
>  
> 
>  
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> 
> Buy a copy at http://rtbook.bestpractical.com
> 
> _______________________________________________
> 
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
>  
> 
> Community help: http://wiki.bestpractical.com
> 
> Commercial support: sales at bestpractical.com
> 
>  
> 
>  
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> 
> Buy a copy at http://rtbook.bestpractical.com
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From theillien at yahoo.com  Mon Oct  8 06:42:28 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Mon, 08 Oct 2007 06:42:28 -0400
Subject: [rt-users] Shredder Users plugin and RT_System
Message-ID: <470A0994.9010807@yahoo.com>

I was using the Shredder Users plugin for users that don't own tickets and saw
that RT_System was listed as one of those users.  I've got a cron job which
eliminates these users as a vast majority of them are created by spam.  As a
matter of reassurance, RT_System won't be removed will it?

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


From torsten.brumm at googlemail.com  Mon Oct  8 07:12:15 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Mon, 8 Oct 2007 13:12:15 +0200
Subject: [rt-users] Status of the RT AssetTracker.
In-Reply-To: <470A04A0.4000008@yahoo.com>
References: <5584767C35D48D4E885646642939DFE101C8D064@INTMAIL01.es.int.atosorigin.com>
	<470A04A0.4000008@yahoo.com>
Message-ID: <bdbd084b0710080412s77f0a37hfd0524b17e401868@mail.gmail.com>

The Sourceforge Project is the correct one. You can grab it there from SVN:

http://rtat.svn.sourceforge.net/viewvc/rtat/at/

Torsten


2007/10/8, Mathew Snyder <theillien at yahoo.com>:
>
> http://www.theillien.com/other_stuff/at-1.2.3.tar.gz
>
> Keep up with me and what I'm up to: http://theillien.blogspot.com
>
>
> Jose Antonio Canton Olid wrote:
> > Hello
> >
> >
> >
> > Well, I am really sorry but I am using these two links and I only see
> > access errors.
> >
> > ?         http://atwiki.chaka.net/at-1.2.3.tar.gz  --> 502 Bad Gateway
> >
> > ?         http://homepages.findlay.edu/rfox/at-1.2.3.tar.gz --> 404 -
> > File or directory not found
> >
> >
> >
> > Today I can not download the file.
> >
> >
> >
> > At sourceforge there is no file to download
> >
> >
> >
> > Does somebody know any other place to download this extension for
> > Request Tracker?
> >
> > Can somebody send me the extension?
> >
> >
> >
> > Thanks in advance
> >
> > Best Regards
> >
> > Josep
> >
> >
> >
> >
> >
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> > Patterson, Craig
> > Sent: viernes, 05 de octubre de 2007 16:35
> > To: Stephen Turner; rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] Status of the RT AssetTracker.
> >
> >
> >
> > Jose,
> >
> >
> >
> > I had the same problem with CentOs5's gui Archive Manager.  It stated
> >
> > the archive was corrupted.  However if I used the tar program via the
> >
> > command line it worked fine.  The command I used was tar -xzvf
> >
> > at-1.2.3.tar.gz, which will dump the contents in your current dir.  I
> >
> > think adding a -C will allow you set a target directory.
> >
> >
> >
> > Craig
> >
> >
> >
> > -----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, October 05, 2007 10:12 AM
> >
> > To: rt-users at lists.bestpractical.com
> >
> > Subject: RE: [rt-users] Status of the RT AssetTracker.
> >
> >
> >
> > At Friday 10/5/2007 07:53 AM, Jose Antonio Canton Olid wrote:
> >
> >>Hello
> >
> >>
> >
> >>The company where I work is wondering about use Asset Tracker, but the
> >
> >>link referenced in the last mail in the communication below do not
> >
> > works
> >
> >>properly. The tar.gz is decompressed with errors.
> >
> >>
> >
> >>Please, can somebody solve the tar.gz or make accessible the asset
> >
> >>tracker from other site?
> >
> >>
> >
> >>Thanks for your help
> >
> >>Josep
> >
> >
> >
> > Jose,
> >
> >
> >
> > I was able to download and decompress the tar.gz file two days ago,
> >
> > so I think the file is OK. I'd recommend giving it another try.
> >
> >
> >
> > Steve
> >
> >
> >
> > _______________________________________________
> >
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >
> >
> > Community help: http://wiki.bestpractical.com
> >
> > Commercial support: sales at bestpractical.com
> >
> >
> >
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >
> > Buy a copy at http://rtbook.bestpractical.com
> >
> > _______________________________________________
> >
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >
> >
> > Community help: http://wiki.bestpractical.com
> >
> > Commercial support: sales at bestpractical.com
> >
> >
> >
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> >
> >
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From marco.avvisano at regione.toscana.it  Mon Oct  8 07:40:36 2007
From: marco.avvisano at regione.toscana.it (Marco Avvisano)
Date: Mon, 8 Oct 2007 13:40:36 +0200
Subject: [rt-users] errors on 3.6.5
References: <47034633.3010307@sun.com>
	<661101c805af$ba631350$2b01d59f@regione.toscana.it>
	<20071003145518.GY4539@bestpractical.com>
	<016201c80728$35c09940$2b01d59f@regione.toscana.it>
	<B0223A08-2914-484F-B899-75AECC849933@bestpractical.com>
Message-ID: <001c01c809a0$0b3c07c0$2b01d59f@regione.toscana.it>

I resolved after upgrading mysql server

thanks for your suggestions

Marco


----- Original Message ----- 
From: "Jesse Vincent" <jesse at bestpractical.com>
To: "Marco Avvisano" <marco.avvisano at regione.toscana.it>
Cc: <rt-users at lists.bestpractical.com>
Sent: Friday, October 05, 2007 9:51 PM
Subject: Re: [rt-users] errors on 3.6.5




From jesse at bestpractical.com  Mon Oct  8 09:32:48 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 8 Oct 2007 09:32:48 -0400
Subject: [rt-users] Minor patch
In-Reply-To: <4709E449.1020804@cmu.edu>
References: <4709E449.1020804@cmu.edu>
Message-ID: <87B8E57B-B7D3-4F8B-957D-4376CA68573E@bestpractical.com>

Thanks for the patch. That looks like a kind of strange place to put  
that skip. Is there a reason it's not at the start of the loop?

-jesse

On Oct 8, 2007, at 4:03 AM, Brian Gallew wrote:

> The following patch prevents an error message about "Unknown update  
> type" on my RT installation whenever I try to update a multi-choice  
> custom field with categories.
>
> --- lib/RT/Interface/Web.pm     2007-07-19 22:30:01.000000000 +0300
> +++ local/lib/RT/Interface/Web.pm       2007-10-07  
> 15:10:17.000000000 +0300
> @@ -1281,6 +1281,7 @@
>             s/\r//g foreach @values;
>         }
>         @values = grep defined && $_ ne '', @values;
> +        next if $arg =~ /Category$/;
>         if ( $arg eq 'AddValue' || $arg eq 'Value' ) {
>             foreach my $value (@values) {
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 nikita.gubenko at gmail.com  Mon Oct  8 09:45:44 2007
From: nikita.gubenko at gmail.com (Nikita Gubenko)
Date: Mon, 8 Oct 2007 16:45:44 +0300
Subject: [rt-users] RT and many attachments
Message-ID: <5b2ecc4a0710080645p43a735f1n2aeec7520cba419e@mail.gmail.com>

Hello

I encountered a problem when I want to save a lot of attachments. Is there a
way to do this in a single click? Clicking 20 links is very tiresome:)
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From pape-rt at inf.fu-berlin.de  Mon Oct  8 10:53:56 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Mon, 08 Oct 2007 16:53:56 +0200
Subject: [rt-users] Who can resolve Reminders which are owned by "nobody"?
Message-ID: <FE3D75367244FC290CBF7D8D@idefix.mi.fu-berlin.de>

Hello,

We have rt 3.6.5; someone here has created a reminder which is owned by 
Nobody. This is visible for all Watchers of this Queue on "RT at a glance" 
(widget, which shows reminders).

But I don't see how this reminder can be resolved by anyone. If we go to 
the Ticket page which the reminder refers there appears no checkbox to 
resolve it, the reminder is not even shown there.

Is this a bug or do I miss something?

Dirk.


From andrew.dike at gmail.com  Mon Oct  8 19:39:36 2007
From: andrew.dike at gmail.com (Andrew Dike)
Date: Tue, 9 Oct 2007 00:39:36 +0100
Subject: Subject: [rt-users] Date/Time in exported spreadsheet wrong
Message-ID: <bd5594710710081639v21b78318rd430e7e5a1c84e0e@mail.gmail.com>

Hi Bjoern,

I have noticed the same issue in RT 3.6.0. I'm not sure if I got to the
bottom of it but I believe that the time recorded in the database is always
GMT. When you view times and dates via the web front end, the settings in
RT_SiteConfig.pm come into effect, adjusting the time for your location.
However the export function always outputs data direct from the DB.

I hope there's a straightforward way to fix this because it's quite
frustrating for users.



Andrew

Date: Tue, 02 Oct 2007 09:18:39 +0200
> From: Bjoern Schulz <bjoern.schulz at desy.de>
> Subject: [rt-users] Date/Time in exported spreadsheet wrong
>
>
> Hi list,
>
> we are using RT 3.6.5 RC2 and I observe the following problem.
> We like to export search data to a spreadsheet, but there is a different
> between the date in the web-UI and the exported data. In our case its 2
> hours.
>
>
> Our RT_SiteConfig.pm
> # $Timezone is used to convert times entered by users into GMT and back
> again
> # It should be set to a timezone recognized by your local unix box.
> Set($Timezone , 'Europe/Berlin');
>
>
>
> Thanks for any input!
>
> bjoern
>
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From geek+rt at cmu.edu  Tue Oct  9 02:35:19 2007
From: geek+rt at cmu.edu (Brian Gallew)
Date: Tue, 09 Oct 2007 09:35:19 +0300
Subject: [rt-users] Minor patch
In-Reply-To: <87B8E57B-B7D3-4F8B-957D-4376CA68573E@bestpractical.com>
References: <4709E449.1020804@cmu.edu>
	<87B8E57B-B7D3-4F8B-957D-4376CA68573E@bestpractical.com>
Message-ID: <470B2127.9060801@cmu.edu>

Jesse Vincent wrote:
> Thanks for the patch. That looks like a kind of strange place to put 
> that skip. Is there a reason it's not at the start of the loop?

"Because I backtracked to the first place that looked reasonable."  8-)

I have no preferences here, as long as it works!


From sendas_net at hotmail.com  Tue Oct  9 03:18:31 2007
From: sendas_net at hotmail.com (FranCHo Org)
Date: Tue, 9 Oct 2007 07:18:31 +0000
Subject: [rt-users] How to integrate RequestTracker with our web ?
Message-ID: <BAY111-W3C0B910321C891877CC00E1A50@phx.gbl>


Our scenario:

- Server1: our web
- Server2: our request-tracker (RequestTracker 3.6.1-3 installed from Ubuntu .deb)

(The servers are on different locations).

- One queue (ClientsVIP). 

We would like to open tickets via web from Server1 into this queue. To validate the tickets we need a CustomField (ClientID).

We have tried with rt command line interface, but we have two problems:

1.- We don't find the way to add/edit customfields. Example:

------
$ rt edit ticket/120650 set CustomField-3='client_100'
# customfield-3: Unknown field.

id: ticket/120650
------

2.- What is the best way to create, reply or comment a ticket with a text with line breaks. Is this the only one? :

------
$ rt comment ticket/120650 -m "line one          
> line two
> line three
> "
# Mensaje grabado
------


Any help ? 

Thanks in advance

_________________________________________________________________
Express yourself instantly with MSN Messenger! Download today it's FREE!
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From bjoern.schulz at desy.de  Tue Oct  9 06:02:50 2007
From: bjoern.schulz at desy.de (Bjoern Schulz)
Date: Tue, 09 Oct 2007 12:02:50 +0200
Subject: Subject: [rt-users] Date/Time in exported spreadsheet wrong
In-Reply-To: <bd5594710710081639v21b78318rd430e7e5a1c84e0e@mail.gmail.com>
References: <bd5594710710081639v21b78318rd430e7e5a1c84e0e@mail.gmail.com>
Message-ID: <470B51CA.9090400@desy.de>

Hi Andrew,
yes, it is GMT. Jesse gave the hint some day ago. But I haven't got an 
idea to fix it.

cheers, Bj?rn

Andrew Dike schrieb:
> Hi Bjoern,
> 
> I have noticed the same issue in RT 3.6.0. I'm not sure if I got to the
> bottom of it but I believe that the time recorded in the database is always
> GMT. When you view times and dates via the web front end, the settings in
> RT_SiteConfig.pm come into effect, adjusting the time for your location.
> However the export function always outputs data direct from the DB.
> 
> I hope there's a straightforward way to fix this because it's quite
> frustrating for users.
> 
> 
> 
> Andrew
> 
> Date: Tue, 02 Oct 2007 09:18:39 +0200
>> From: Bjoern Schulz <bjoern.schulz at desy.de>
>> Subject: [rt-users] Date/Time in exported spreadsheet wrong
>>
>>
>> Hi list,
>>
>> we are using RT 3.6.5 RC2 and I observe the following problem.
>> We like to export search data to a spreadsheet, but there is a different
>> between the date in the web-UI and the exported data. In our case its 2
>> hours.
>>
>>
>> Our RT_SiteConfig.pm
>> # $Timezone is used to convert times entered by users into GMT and back
>> again
>> # It should be set to a timezone recognized by your local unix box.
>> Set($Timezone , 'Europe/Berlin');
>>
>>
>>
>> Thanks for any input!
>>
>> bjoern
>>
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From andrew.dike at gmail.com  Tue Oct  9 06:47:38 2007
From: andrew.dike at gmail.com (Andrew Dike)
Date: Tue, 9 Oct 2007 11:47:38 +0100
Subject: Subject: [rt-users] Date/Time in exported spreadsheet wrong
In-Reply-To: <470B51CA.9090400@desy.de>
References: <bd5594710710081639v21b78318rd430e7e5a1c84e0e@mail.gmail.com>
	<470B51CA.9090400@desy.de>
Message-ID: <bd5594710710090347h25bd7f3cg6c3f38f1435c110b@mail.gmail.com>

I haven't looked at the code, but logic would imply that there is a function
somewhere that will convert Date and Time based on the time zone setting
within RT. For some reason the export process doesn't use this function. If
I were trying to fix this problem (and I will probably have to when I have
time), I would find this function and see if I can use this function in the
export process. Or I would go directly to the code that performs the export
and create my own function to apply the timezone to the necessary fields.

As a side note, I don't know of a logical reason for RT not exporting the
data which the correct timezone by default. GMT is of little use to anyone
not in the GMT timezone...

Hope this helps,

Andrew

On 10/9/07, Bjoern Schulz <bjoern.schulz at desy.de> wrote:
>
> Hi Andrew,
> yes, it is GMT. Jesse gave the hint some day ago. But I haven't got an
> idea to fix it.
>
> cheers, Bj?rn
>
> Andrew Dike schrieb:
> > Hi Bjoern,
> >
> > I have noticed the same issue in RT 3.6.0. I'm not sure if I got to the
> > bottom of it but I believe that the time recorded in the database is
> always
> > GMT. When you view times and dates via the web front end, the settings
> in
> > RT_SiteConfig.pm come into effect, adjusting the time for your location.
> > However the export function always outputs data direct from the DB.
> >
> > I hope there's a straightforward way to fix this because it's quite
> > frustrating for users.
> >
> >
> >
> > Andrew
> >
> > Date: Tue, 02 Oct 2007 09:18:39 +0200
> >> From: Bjoern Schulz <bjoern.schulz at desy.de>
> >> Subject: [rt-users] Date/Time in exported spreadsheet wrong
> >>
> >>
> >> Hi list,
> >>
> >> we are using RT 3.6.5 RC2 and I observe the following problem.
> >> We like to export search data to a spreadsheet, but there is a
> different
> >> between the date in the web-UI and the exported data. In our case its 2
> >> hours.
> >>
> >>
> >> Our RT_SiteConfig.pm
> >> # $Timezone is used to convert times entered by users into GMT and back
> >> again
> >> # It should be set to a timezone recognized by your local unix box.
> >> Set($Timezone , 'Europe/Berlin');
> >>
> >>
> >>
> >> Thanks for any input!
> >>
> >> bjoern
> >>
> >
> >
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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 gcecchi at peviani.it  Tue Oct  9 06:44:14 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Tue, 9 Oct 2007 12:44:14 +0200
Subject: R: [rt-users] How to integrate RequestTracker with our web ?
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D7301ACACB6@MAILSERVER.pevianimail.local>

you have to prepend with a space the lines after the first, such as:
 
[root at rt ~]# rt comment ticket/59 -m "line one
 line2
 line3
"
Password:
# Messaggio registrato

before line2 and line3 ords there is a space character.
 
It works for me with 3.6.5
 
Gianluca

	
	
	2.- What is the best way to create, reply or comment a ticket
with a text with line breaks. Is this the only one? :
	
	------
	$ rt comment ticket/120650 -m "line one          
	> line two
	> line three
	> "
	# Mensaje grabado
	------
	
	
	Any help ? 
	
	Thanks in advance
	
	
________________________________

	Express yourself instantly with MSN Messenger! MSN Messenger
<http://clk.atdmt.com/AVE/go/onm00200471ave/direct/01/>  

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From sendas_net at hotmail.com  Tue Oct  9 07:03:12 2007
From: sendas_net at hotmail.com (FranCHo Org)
Date: Tue, 9 Oct 2007 11:03:12 +0000
Subject: R: [rt-users] How to integrate RequestTracker with our web ?
In-Reply-To: <A6EA8BA3E2776540BBC22A6C4D259D7301ACACB6@MAILSERVER.pevianimail.local>
References: <A6EA8BA3E2776540BBC22A6C4D259D7301ACACB6@MAILSERVER.pevianimail.local>
Message-ID: <BAY111-W18C06942910A872820CF0CE1A50@phx.gbl>


Ok, it works fine (with -i param too) thanks.

And for the CustomFields what is the solution?

Thanks in advance.
---
<<< FranCHo >>>>>>>>>>>>>>>>>>>>>>>

_________________________________________________________________
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From joe.casadonte at oracle.com  Tue Oct  9 09:25:30 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Tue, 09 Oct 2007 09:25:30 -0400
Subject: [rt-users] scrip: how to check if correspondence from requestor
In-Reply-To: <c46083f50709131125w6a578051l833c575e6c359e7f@mail.gmail.com>
References: <c46083f50709131125w6a578051l833c575e6c359e7f@mail.gmail.com>
Message-ID: <470B814A.3080305@oracle.com>

On 9/13/2007 2:25 PM, Phil Lawrence wrote:

> I want to use a scrip to change the status of a ticket to "open" if
> the current status is "reqappr" and RT receives an email from the
> requester.

The Transaction object (I think) has an IsInbound method.  Look into 
that....

-- 
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 gcecchi at peviani.it  Tue Oct  9 12:39:42 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Tue, 9 Oct 2007 18:39:42 +0200
Subject: [rt-users] Brandedqueues vs customfields
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D7301ACACEC@MAILSERVER.pevianimail.local>


If I need to manage same problem types/queues (es. hw, sw, mail, ecc.)
for different companies belonging to the same Bigger Group, what is
better to use, branded queues or CF?
In case the answer is CF, now I have in place the ticket open phase so
that when a user sends an e-mail to an exchange server contact, this
forwards to the rt mail server: how can I filter on rt server so that if
the mail is coming from user1 at company1.com it can set CF to company1 and
otherwise if from company2?

Thanks in advance for suggestion on use of both branded queues and CF
for these problems and also eventually for subqueuing purposes (such as 

              /  CLIENT
HW ------/.  
              \  SERVER

)

My target would be to have the best balance between the number of
different queues and chance to analyze/report efficiently the kind and
relative number of problems I open tickets for.

Gianluca 
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From steve.walsh at ott.sunpub.com  Tue Oct  9 12:44:04 2007
From: steve.walsh at ott.sunpub.com (Steve Walsh)
Date: Tue, 9 Oct 2007 12:44:04 -0400
Subject: [rt-users] A cpuple of questions
Message-ID: <013101c80a93$9a715cd0$310013ac@ottawasun.com>

If these are newbie questions that are answered in a FAQ, please accept my
apologies. 
 
(1) Our users submit a ticket via email when they want one of my IT team to
turn on a vacation alert for them. RT automatically responds with an email
that tells the submitter that a ticket has been created. So far so good. A
problem arises when the user gets back from vacation and submits a ticket
via email to turn off their vacation alert. RT responds again only this time
the vacation autoresponder kicks in and replies to RT. This begins a
email/ticket creation loop which if left unchecked by my team or myself will
end up generating tons of useless tickets. Has anyone else run into this
problem? and if so, how did you solve it?
 
(2) Some users have their email client configured to add "re:" when
responding to an email. If one of my team sends a "Reply" to a ticket and
the user who submitted the ticket responds to the "Reply" email with a "re:"
in the subject line, this creates a new ticket rather than adding the
information into the original ticket. Once again, has anyone else run into
this problem? and if so, how did you solve it?
 
...Steve
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From rlong at bluegecko.net  Tue Oct  9 13:18:00 2007
From: rlong at bluegecko.net (Robert Long)
Date: Tue, 09 Oct 2007 10:18:00 -0700
Subject: [rt-users] A cpuple of questions
In-Reply-To: <013101c80a93$9a715cd0$310013ac@ottawasun.com>
References: <013101c80a93$9a715cd0$310013ac@ottawasun.com>
Message-ID: <470BB7C8.2060708@bluegecko.net>

1) You should set the Precedence to bulk for email generated by RT
(AFAIK this is the default) and configure your vacation response to not
send out auto responses to bulk messages.  Also, why does your
auto-responder send out multiple emails to the same email address within
the same day (or even the same week)? 


2)  I've not experienced this with RT 3.x, we have many tickets that end
up with "re:" or any number of things in the subject line that displace
the position of the ticket number, and it all works out fine.  What
version of RT are you using that causes this behavior?  Are the users
removing the ticket number from subject line?


.r'

Steve Walsh wrote:
> If these are newbie questions that are answered in a FAQ, please
> accept my apologies.
>  
> (1) Our users submit a ticket via email when they want one of my IT
> team to turn on a vacation alert for them. RT automatically responds
> with an email that tells the submitter that a ticket has been created.
> So far so good. A problem arises when the user gets back from vacation
> and submits a ticket via email to turn off their vacation alert. RT
> responds again only this time the vacation autoresponder kicks in and
> replies to RT. This begins a email/ticket creation loop which if left
> unchecked by my team or myself will end up generating tons of useless
> tickets. Has anyone else run into this problem? and if so, how did you
> solve it?
>  
> (2) Some users have their email client configured to add "re:" when
> responding to an email. If one of my team sends a "Reply" to a ticket
> and the user who submitted the ticket responds to the "Reply" email
> with a "re:" in the subject line, this creates a new ticket rather
> than adding the information into the original ticket. Once again, has
> anyone else run into this problem? and if so, how did you solve it?
>  
> ...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 gleduc at mail.sdsu.edu  Tue Oct  9 14:03:01 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 09 Oct 2007 11:03:01 -0700
Subject: [rt-users] A cpuple of questions
In-Reply-To: <013101c80a93$9a715cd0$310013ac@ottawasun.com>
References: <013101c80a93$9a715cd0$310013ac@ottawasun.com>
Message-ID: <6.2.1.2.2.20071009110001.02606228@mail.sdsu.edu>

Hi Steve,

At 09:44 AM 10/9/2007, Steve Walsh wrote:
>(1) Our users submit a ticket via email when they want one of my IT team 
>to turn on a vacation alert for them. RT automatically responds with an 
>email that tells the submitter that a ticket has been created. So far so 
>good. A problem arises when the user gets back from vacation and submits a 
>ticket via email to turn off their vacation alert. RT responds again only 
>this time the vacation autoresponder kicks in and replies to RT. This 
>begins a email/ticket creation loop which if left unchecked by my team or 
>myself will end up generating tons of useless tickets. Has anyone else run 
>into this problem? and if so, how did you solve it?

Haven't seen this problem yet, but if it did then I'd use a global OnCreate 
scrip to see whether e-mail is from the vacation program.  If it is, delete 
the ticket and do nothing.

Regards,
Gene


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From catunda at contactnet.com.br  Tue Oct  9 14:49:06 2007
From: catunda at contactnet.com.br (=?ISO-8859-1?Q?=22F=E1bio_M=2E_Catunda=22?=)
Date: Tue, 09 Oct 2007 15:49:06 -0300
Subject: [rt-users] E-mail not going to ticket owner!
Message-ID: <470BCD22.6070300@contactnet.com.br>

Hi.

I'm using rt 3.6.4-1 Debian package.

I don't know it this is the default behavior or if I have some weird 
situation here, if somebody can tell me it it's normal or not and maybe 
a way to fix it I will appreciate, here is the situation:

1 - I sent an e-mail to rt at mydomain.com and a ticket have been created.
2 - user at mydomain.com assumed the ticket.
3 - user at mydomain.com replied and I received the answer.
4 - I replied the e-mail but user at mydomain.com do not received my answer

This is a big problem, user at mydomain.com always have to click on every 
ticket and have a look if there is some new answer, thats why I believe 
that this is a problem.

I have some peculiarities here. Users come from LDAP, so, apache 
authenticate the user and RT automatically create the user in the database.

The group everyone have the following permissions:
  CommentOnTicket
  CreateSavedSearch
  CreateTicket
  EditSavedSearches
  LoadSavedSearch
  ModifySelf
  ModifyTicket
  OwnTicket
  ReplyToTicket
  SeeCustomField
  SeeGroup
  SeeQueue
  ShowOutgoingEmail
  ShowSavedSearches
  ShowTicket
  ShowTicketComments
  StealTicket
  TakeTicket

Is there something else I need to do to make the owner and watchers 
receive an e-mail when the ticket is answered?

Thanks for the help.

[]'s, Catunda!


From tholmes at mcaschool.net  Tue Oct  9 14:53:11 2007
From: tholmes at mcaschool.net (Timothy A. Holmes)
Date: Tue, 9 Oct 2007 14:53:11 -0400
Subject: [rt-users] new users
Message-ID: <17CD9CE4C0FA574A8B29EF02D49B385D2A9FD7@srvexch-01.mcaschool.local>

Hi folks:

I have just installed RT and I need to find out how new users set up
their username etc so they can submit tickets.

 

I have been through the manual and I cant seem to find it


TIM

 

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From acompton at sierracanyonschool.org  Tue Oct  9 18:43:28 2007
From: acompton at sierracanyonschool.org (Adam Compton)
Date: Tue, 09 Oct 2007 15:43:28 -0700
Subject: [rt-users] Improving RT's attachment functionality
Message-ID: <470C0410.5060003@sierracanyonschool.org>

Hello,

I am interested in having RT display some more attachments inline than 
it currently does. Specifically, our tickets are mostly created from 
voicemail messages (stored in wav format), and I would like to re-encode 
those wav files into "flash videos", i.e. a FLV or SWF file with the 
sound encoded and a little play/pause button and slider. This would save 
myself and my colleagues the trouble of downloading multiple 
identically-named wav files, and hunting through them every time we 
wanted to listen to the source of a ticket.

As far as I can figure, there are several steps to this process:

1. Yank the wav file out of the original mail message (preferably even 
before delivery to RT, through procmail perhaps).
2. Encode the wav file into a "flash video".
3. Re-attach the new "flash video" to the original message, either 
within the email processing or as an attachment to another email to RT 
once the transcoding is complete.
4. Display the "flash video" inline inside RT's web interface.

It is the fourth step that I've come here to ask about (although 
suggestions for the others would be most welcome!). Can anybody give me 
any pointers on how I might go about extending RT to accept "flash 
video" as a filetype that is displayed inline like images and plaintext, 
instead of a filetype that is presented only as an attachment?

Thank you all very much for your time.


Adam Compton
Network Administrator
Sierra Canyon School



From bbundy at berkeley.edu  Tue Oct  9 18:56:33 2007
From: bbundy at berkeley.edu (Burke Bundy)
Date: Tue, 9 Oct 2007 15:56:33 -0700 (PDT)
Subject: [rt-users] rt-mailgate error -- 302 found ???
Message-ID: <52383.71.202.234.68.1191970593.squirrel@calmail.berkeley.edu>

Hello,

I have a fresh installation of RT3.4 on Ubuntu 6.06 and am having problems
with rt-mailgate processing incoming emails. I see these types of error
messages in the /var/log/mail.log:

Oct  9 15:40:46 helpdesk postfix/local[6290]: D0EC1682B9:
to=<help at helpdesk.foo.com>, relay=local, delay=1, status=deferred
(temporary failure. Command output: An Error Occurred ================= 
302 Found )

My /etc/aliases file is configured with these entries for rt-mailgate:

help: "|/usr/bin/rt-mailgate --queue general --action correspond --url
http://helpdesk.foo.com/"
help-comment: "|/usr/bin/rt-mailgate --queue general --action comment
--url http://helpdesk.foo.com/"

My /etc/request-tracker3.4/RT_SiteConfig.pm file is configured for these
two email addresses:

Set($CorrespondAddress , 'help at helpdesk.foo.com');
Set($CommentAddress , 'help-comment at helpdesk.foo.com');

Does anyone know how I might go about fixing this "302 Found" error
generated by rt-mailgate?


--burke



From ben at computerhelpme.com  Tue Oct  2 13:52:46 2007
From: ben at computerhelpme.com (Ben Weston)
Date: Tue, 2 Oct 2007 13:52:46 -0400
Subject: [rt-users] disclaimer on first comment for a queue. need a more
	elegant solution
Message-ID: <6965B482F568674F8DDD809A6F0A5D22093207@sbsdemo.computerhelp.local>

Greetings all.

 

What I'm trying to do is this.  We want the first comment (when opening
a new ticket) to include after the problem info a disclaimer that
basically says


"We reserve the right to dispose of equipment left more than 90 days
after service is completed, unless other arrangements are made with our
company".

Sig/date line

 

 

 

Right now, I have it set as a signature for all users, but that's really
a pain, since you need to delete it when ever you make a comment update.

 

Is there a cleaner way of doing this (preferably, just for a single
queue)?  I'm guessing that it can probably be done with either a scrip
or a template, but I'm lost as to how to make it work.

 


Thanks,

Ben

 

--

Ben Weston

System/Network Engineer

ComputerHELP! Inc.

(207) 783-8478

 

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From elacour at easter-eggs.com  Wed Oct 10 03:43:31 2007
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 10 Oct 2007 09:43:31 +0200
Subject: [rt-users] Chart grouped by customfield
Message-ID: <20071010074330.GB10827@easter-eggs.com>

Dear RT users/developpers ;)

I'm trying to draw charts grouped by customfield (using the
functionnality at the bottom of a search result) and on a customfiled of
type "select unique value". But the result graph is empty :(
It works with other group by like status, queue, ...

If someone has some hints on solving this ... thank you!



From elacour at easter-eggs.com  Wed Oct 10 03:46:08 2007
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 10 Oct 2007 09:46:08 +0200
Subject: [rt-users] Chart grouped by customfield
In-Reply-To: <20071010074330.GB10827@easter-eggs.com>
References: <20071010074330.GB10827@easter-eggs.com>
Message-ID: <20071010074608.GC10827@easter-eggs.com>

On Wed, Oct 10, 2007 at 09:43:31AM +0200, Emmanuel Lacour wrote:
> Dear RT users/developpers ;)
> 
> I'm trying to draw charts grouped by customfield (using the
> functionnality at the bottom of a search result) and on a customfiled of
> type "select unique value". But the result graph is empty :(
> It works with other group by like status, queue, ...
> 
> If someone has some hints on solving this ... thank you!
> 

I forgot ... I'm using the latest RT 3.6.5 on RH CentOS 5 with Oracle XE
10.



From gcecchi at peviani.it  Wed Oct 10 04:01:48 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Wed, 10 Oct 2007 10:01:48 +0200
Subject: R: R: [rt-users] How to integrate RequestTracker with our web ?
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD06@MAILSERVER.pevianimail.local>

I have a CF named "company"; with "rt show" command for a ticket with this field valued, I can see that I get CF-company 
so the conmand I verified that works in my case in 3.6.5 is this:
 
[root at rt ~]# rt edit ticket/59 set CF-company='Peviani'
# Ticket 59 updated.

you should probably give:
 
rt edit ticket/120650 set CF-3='client_100'
if the name of the CF is "3"
 
This custom field of mine is of type "Select one value"
 
Nevertheless, the strange thing is hat if I set an incorret value
[root at rt ~]# rt edit ticket/59 set CF-company='badvalue'
# Ticket 59 updated.

the ticket is updated in a way that in the main page for the ticket I see 
custome fields:
 
company: bad value
 
while if I go in basic data for the ticket I see (novalue)  highlighted
 
probably because it has an incorrect value....
 
I think the second rt command should give an error, instead of updating the ticket.
 
Gianluca
 
 


________________________________

	Da: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di FranCHo Org
	Inviato: marted? 9 ottobre 2007 13.03
	A: rt-users at lists.bestpractical.com
	Oggetto: RE: R: [rt-users] How to integrate RequestTracker with our web ?
	
	
	Ok, it works fine (with -i param too) thanks.
	
	And for the CustomFields what is the solution?
	
	Thanks in advance.
	---
	<<< FranCHo >>>>>>>>>>>>>>>>>>>>>>>
	
	
________________________________

	Express yourself instantly with MSN Messenger! MSN Messenger <http://clk.atdmt.com/AVE/go/onm00200471ave/direct/01/>  

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From crpatter at ci.grand-rapids.mi.us  Wed Oct 10 07:46:48 2007
From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig)
Date: Wed, 10 Oct 2007 07:46:48 -0400
Subject: [rt-users] disclaimer on first comment for a queue. need a
	moreelegant solution
In-Reply-To: <6965B482F568674F8DDD809A6F0A5D22093207@sbsdemo.computerhelp.local>
References: <6965B482F568674F8DDD809A6F0A5D22093207@sbsdemo.computerhelp.local>
Message-ID: <B91A344EF1E1C645B0319809F04BD7160186284F@C201MSGC0206.grand-rapids.mi.us>

I assume you want the automatic reply sent to a user on ticket
submission to include your disclaimer.  If so, you should only have to
change autoreply template.  Otherwise, you could look at the
correspondence template, but I'm not sure how you could determine if it
is the first reply or not.

 

Craig

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ben
Weston
Sent: Tuesday, October 02, 2007 1:53 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] disclaimer on first comment for a queue. need a
moreelegant solution

 

Greetings all.

 

What I'm trying to do is this.  We want the first comment (when opening
a new ticket) to include after the problem info a disclaimer that
basically says


"We reserve the right to dispose of equipment left more than 90 days
after service is completed, unless other arrangements are made with our
company".

Sig/date line

 

 

 

Right now, I have it set as a signature for all users, but that's really
a pain, since you need to delete it when ever you make a comment update.

 

Is there a cleaner way of doing this (preferably, just for a single
queue)?  I'm guessing that it can probably be done with either a scrip
or a template, but I'm lost as to how to make it work.

 


Thanks,

Ben

 

--

Ben Weston

System/Network Engineer

ComputerHELP! Inc.

(207) 783-8478

 

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From sendas_net at hotmail.com  Wed Oct 10 07:56:55 2007
From: sendas_net at hotmail.com (fchx)
Date: Wed, 10 Oct 2007 11:56:55 +0000
Subject: R: R: [rt-users] How to integrate RequestTracker with our web ?
In-Reply-To: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD06@MAILSERVER.pevianimail.local>
References: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD06@MAILSERVER.pevianimail.local>
Message-ID: <BAY111-W3158EC3AFB9E4301F2D2EFE1A60@phx.gbl>


Ok solved. It was a Custom Field's permission problem.

"rt edit ticket/59 set CF-company='badvalue' " works for me.

Thanks for your help
---
<<< FranCHo >>>>>>>>>>>>>>>>>>>>>>>

Subject: R: R: [rt-users] How to integrate RequestTracker with our web ?
Date: Wed, 10 Oct 2007 10:01:48 +0200
From: gcecchi at peviani.it
To: sendas_net at hotmail.com; rt-users at lists.bestpractical.com










I have a CF named "company"; with "rt show" command for 
a ticket with this field valued, I can see that I get 
CF-company 
so the conmand I verified that works in my case in 
3.6.5 is this:
 
[root at rt ~]# rt edit 
ticket/59 set CF-company='Peviani'
# Ticket 59 updated.

you should probably give:
 
rt edit ticket/120650 set CF-3='client_100'
if the name of the CF is "3"
 
This custom field of mine is of type "Select one 
value"
 
Nevertheless, the strange thing is hat if I set an incorret 
value
[root at rt ~]# rt edit ticket/59 set CF-company='badvalue'
# 
Ticket 59 updated.

the ticket is updated in a way that in the main page for the 
ticket I see 
custome fields:
 
company: bad value
 
while if I go in basic data for the ticket I see 
(novalue)  highlighted
 
probably because it has an incorrect 
value....
 
I think the second rt command should give an error, 
instead of updating the ticket.
 
Gianluca
 
 


  
  
  Da: rt-users-bounces at lists.bestpractical.com 
  [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di FranCHo 
  Org
Inviato: marted? 9 ottobre 2007 13.03
A: 
  rt-users at lists.bestpractical.com
Oggetto: RE: R: [rt-users] How to 
  integrate RequestTracker with our web ?


  Ok, it works fine (with -i param too) thanks.

And for the 
  CustomFields what is the solution?

Thanks in 
  advance.
---
<<< FranCHo 
  >>>>>>>>>>>>>>>>>>>>>>>


  
  Express yourself instantly with MSN Messenger! MSN 
  Messenger 

_________________________________________________________________
Express yourself instantly with MSN Messenger! Download today it's FREE!
http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/
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From girgen at pingpong.net  Wed Oct 10 08:33:43 2007
From: girgen at pingpong.net (Palle Girgensohn)
Date: Wed, 10 Oct 2007 14:33:43 +0200
Subject: [rt-users] Two RT installations spamming each other. Suggestions?
Message-ID: <C252D1D30DA3EB828FD5E256@PalleBook.local>

Hi,

We recommended a customer to start using RT. We use it ourselves, for 
second line support, and they run first line support. Tickets on their side 
that require our input are sent to us and creates a ticket in our system, 
but since every new reply from them only has their ticket#, our system 
creates a new ticket for every reply. This is getting to be a really big 
problem.

Does anybody have a suggestion for how to solve this in some automatic 
fashion, so that for example their system saves out ticket id in the 
subject?

Regards,
Palle




From jesse at bestpractical.com  Wed Oct 10 09:09:16 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2007 09:09:16 -0400
Subject: [rt-users] Two RT installations spamming each other. Suggestions?
In-Reply-To: <C252D1D30DA3EB828FD5E256@PalleBook.local>
Message-ID: <20071010131105.65B354D8151@diesel.bestpractical.com>

Have a look at RT::Extension::ExtractSubjectTokens on CPAN.

------- Original message -------
From: Palle Girgensohn <girgen at pingpong.net>
Sent: 10-10-'07,  8:33

> Hi,
> 
> We recommended a customer to start using RT. We use it ourselves, for 
> second line support, and they run first line support. Tickets on their side 
> that require our input are sent to us and creates a ticket in our system, 
> but since every new reply from them only has their ticket#, our system 
> creates a new ticket for every reply. This is getting to be a really big 
> problem.
> 
> Does anybody have a suggestion for how to solve this in some automatic 
> fashion, so that for example their system saves out ticket id in the 
> subject?
> 
> Regards,
> Palle
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From jesse at bestpractical.com  Wed Oct 10 09:09:58 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2007 09:09:58 -0400
Subject: [rt-users] Chart grouped by customfield
In-Reply-To: <20071010074330.GB10827@easter-eggs.com>
Message-ID: <20071010131107.741714D80F4@diesel.bestpractical.com>


what shows up in your error logs?
------- Original message -------
From: Emmanuel Lacour <elacour at easter-eggs.com>
Sent: 10-10-'07,  3:43

> Dear RT users/developpers ;)
> 
> I'm trying to draw charts grouped by customfield (using the
> functionnality at the bottom of a search result) and on a customfiled of
> type "select unique value". But the result graph is empty :(
> It works with other group by like status, queue, ...
> 
> If someone has some hints on solving this ... 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 elacour at easter-eggs.com  Wed Oct 10 09:38:05 2007
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 10 Oct 2007 15:38:05 +0200
Subject: [rt-users] Chart grouped by customfield
In-Reply-To: <20071010131107.741714D80F4@diesel.bestpractical.com>
References: <20071010074330.GB10827@easter-eggs.com>
	<20071010131107.741714D80F4@diesel.bestpractical.com>
Message-ID: <20071010133805.GB14334@easter-eggs.com>

On Wed, Oct 10, 2007 at 09:09:58AM -0400, Jesse Vincent wrote:
> 

Hi, dear RT primary Author ;)

> what shows up in your error logs?

That's the good question ... sorry I forgot to look here :(

There is DBD prepare errors:

RT: RT::Handle=HASH(0x8134df1c) couldn't prepare the query 'SELECT COUNT(main.id) AS id, ObjectCustomFieldValues_1.Content AS col1 FROM ( SELECT DISTINCT main.id FROM Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1  ON ( ObjectCustomFieldValues_1.CustomField = '1' ) AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_1.Disabled = '0' ) AND ( ObjectCustomFieldValues_1.ObjectId = main.id )  WHERE (main.Status != 'deleted') AND (main.Status != 'resolved') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)  ) distinctquery, Tickets main WHERE (main.id = distinctquery.id)  GROUP BY ObjectCustomFieldValues_1.Content

'ORA-00904: "OBJECTCUSTOMFIELDVALUES_1"."CONTENT": invalid identifier
(DBD ERROR: error possibly near <*> indicator at char 596 in 'SELECT COUNT(main.id) AS id, ObjectCustomFieldValues_1.Content AS col1 FROM ( SELECT DISTINCT main.id FROM Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1


Here is more information on my setup:

DBIx-SearchBuilder-1.49
DBD-Oracle-1.19
Oracle Xe 10.2.0.1
Perl 5.8.8

Thanks for your help :)



From jesse at bestpractical.com  Wed Oct 10 09:42:21 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2007 09:42:21 -0400
Subject: [rt-users] Chart grouped by customfield
In-Reply-To: <20071010133805.GB14334@easter-eggs.com>
References: <20071010074330.GB10827@easter-eggs.com>
	<20071010131107.741714D80F4@diesel.bestpractical.com>
	<20071010133805.GB14334@easter-eggs.com>
Message-ID: <95A443E9-508B-4067-9362-0583B3A1923D@bestpractical.com>


On Oct 10, 2007, at 9:38 AM, Emmanuel Lacour wrote:

> On Wed, Oct 10, 2007 at 09:09:58AM -0400, Jesse Vincent wrote:
>>
>
> Hi, dear RT primary Author ;)
>
>> what shows up in your error logs?
>
> That's the good question ... sorry I forgot to look here :(
>

I suspect that it has to do with "this was tested on mysql and pg"

Any oracle folks see what we're doing wrong with that SQL?

> There is DBD prepare errors:
>
> RT: RT::Handle=HASH(0x8134df1c) couldn't prepare the query 'SELECT  
> COUNT(main.id) AS id, ObjectCustomFieldValues_1.Content AS col1  
> FROM ( SELECT DISTINCT main.id FROM Tickets main LEFT JOIN  
> ObjectCustomFieldValues ObjectCustomFieldValues_1  ON  
> ( ObjectCustomFieldValues_1.CustomField = '1' ) AND  
> ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND  
> ( ObjectCustomFieldValues_1.Disabled = '0' ) AND  
> ( ObjectCustomFieldValues_1.ObjectId = main.id )  WHERE  
> (main.Status != 'deleted') AND (main.Status != 'resolved') AND  
> (main.Type = 'ticket') AND (main.EffectiveId = main.id)  )  
> distinctquery, Tickets main WHERE (main.id = distinctquery.id)   
> GROUP BY ObjectCustomFieldValues_1.Content
>
> 'ORA-00904: "OBJECTCUSTOMFIELDVALUES_1"."CONTENT": invalid identifier
> (DBD ERROR: error possibly near <*> indicator at char 596 in  
> 'SELECT COUNT(main.id) AS id, ObjectCustomFieldValues_1.Content AS  
> col1 FROM ( SELECT DISTINCT main.id FROM Tickets main LEFT JOIN  
> ObjectCustomFieldValues ObjectCustomFieldValues_1
>
>
> Here is more information on my setup:
>
> DBIx-SearchBuilder-1.49
> DBD-Oracle-1.19
> Oracle Xe 10.2.0.1
> Perl 5.8.8
>
> Thanks for your help :)
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 elacour at easter-eggs.com  Wed Oct 10 10:03:16 2007
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 10 Oct 2007 16:03:16 +0200
Subject: [rt-users] Chart grouped by customfield
In-Reply-To: <95A443E9-508B-4067-9362-0583B3A1923D@bestpractical.com>
References: <20071010074330.GB10827@easter-eggs.com>
	<20071010131107.741714D80F4@diesel.bestpractical.com>
	<20071010133805.GB14334@easter-eggs.com>
	<95A443E9-508B-4067-9362-0583B3A1923D@bestpractical.com>
Message-ID: <20071010140316.GC14334@easter-eggs.com>

On Wed, Oct 10, 2007 at 09:42:21AM -0400, Jesse Vincent wrote:
> 
> 
> I suspect that it has to do with "this was tested on mysql and pg"
> 

if only I had power to choose the database Engine ... ;)





From phanoko at gmail.com  Wed Oct 10 10:57:40 2007
From: phanoko at gmail.com (matt wells)
Date: Wed, 10 Oct 2007 07:57:40 -0700
Subject: [rt-users] Email Error with 'Reply' only
Message-ID: <f173483f0710100757q139cca9ex77cccd8ea1dc70e2@mail.gmail.com>

When I create a ticket for a user they get an email.
When I close the ticket they get an email.
When I hit Reply in the ticket it shows and outgoing email but they do not
get it.  Nor does it get send to sendmail.
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From gcecchi at peviani.it  Wed Oct 10 11:13:51 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Wed, 10 Oct 2007 17:13:51 +0200
Subject: [rt-users] Doubts about "Merge into" functionality
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD84@MAILSERVER.pevianimail.local>


Situation:

User1 sends an e-mail that creates ticket #1 with subject "I have
problem 1" into the queue General 

I am a master of ticket mgmt, so that in a few seconds I take in charge
the ticket, open it, assign to it the queue "hw" and CF "company1"

After a few minutes User2 sends an e-mail that creates ticket #2 with
subject "I have problem 1 too" into the queue General

I would like to have only one reference for this problem as the two
tickets are actually for the same problem 1.

I think I have to use the "Mege into" functionality and these are the
steps I take:

1) from "10 newest unowned tickets" section I click on the subject link
for ticket #2
2) select jumbo
3) I go down to "New links" and insert 1 into the section "merge into:"

But the effect is that 

A) ticket #2 disappears as it merges into #1 (OK)
B) the values of queue and CF for the ticket #1 changes in what were the
#2 ones (KO)
 
Is it a bug or me incorrectly using the functionality?

How would be the correct way to manage this situation?
At http://wiki.bestpractical.com/view/ManualIntroduction i can find
explanation only for the other kinds of ticket-links...
Thanks,

Gianluca 



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From gcecchi at peviani.it  Wed Oct 10 11:28:17 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Wed, 10 Oct 2007 17:28:17 +0200
Subject: [rt-users] Info about REJECTED status notification
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD8E@MAILSERVER.pevianimail.local>


When I reject a ticket, the requestor only receives an e-mail with

Subject:  [Peviani #72] problem with printer

And inside the body what I decided to write + the original reference

I think it would be useful to have for example the word REJECTED
inserted into the subject line for more clarification to the user,
before opening the e-mail itself?

I tried to apply a scrip/template for this using as a referene what is
done for RESOLVED state, but it seems I have to create a user Defined
condition.....
Any hints?


Gianluca 
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From gcecchi at peviani.it  Wed Oct 10 11:40:16 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Wed, 10 Oct 2007 17:40:16 +0200
Subject: R: [rt-users] Chart grouped by customfield
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD8F@MAILSERVER.pevianimail.local>


> distinctquery, Tickets main WHERE (main.id = distinctquery.id)

Shouldn't be present a comma between Tickets and main? 

> -----Messaggio originale-----
> Da: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] Per conto 
> di Jesse Vincent
> Inviato: mercoled? 10 ottobre 2007 15.42
> A: Emmanuel Lacour
> Cc: rt-users at lists.bestpractical.com
> Oggetto: Re: [rt-users] Chart grouped by customfield
> 
> 
> On Oct 10, 2007, at 9:38 AM, Emmanuel Lacour wrote:
> 
> > On Wed, Oct 10, 2007 at 09:09:58AM -0400, Jesse Vincent wrote:
> >>
> >
> > Hi, dear RT primary Author ;)
> >
> >> what shows up in your error logs?
> >
> > That's the good question ... sorry I forgot to look here :(
> >
> 
> I suspect that it has to do with "this was tested on mysql and pg"
> 
> Any oracle folks see what we're doing wrong with that SQL?
> 
> > There is DBD prepare errors:
> >
> > RT: RT::Handle=HASH(0x8134df1c) couldn't prepare the query 'SELECT
> > COUNT(main.id) AS id, ObjectCustomFieldValues_1.Content AS 
> col1 FROM ( 
> > SELECT DISTINCT main.id FROM Tickets main LEFT JOIN 
> > ObjectCustomFieldValues ObjectCustomFieldValues_1  ON ( 
> > ObjectCustomFieldValues_1.CustomField = '1' ) AND ( 
> > ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( 
> > ObjectCustomFieldValues_1.Disabled = '0' ) AND ( 
> > ObjectCustomFieldValues_1.ObjectId = main.id )  WHERE 
> (main.Status != 
> > 'deleted') AND (main.Status != 'resolved') AND (main.Type = 
> 'ticket') 
> > AND (main.EffectiveId = main.id)  )
> > distinctquery, Tickets main WHERE (main.id = distinctquery.id)   
> > GROUP BY ObjectCustomFieldValues_1.Content
> >
> > 'ORA-00904: "OBJECTCUSTOMFIELDVALUES_1"."CONTENT": invalid 
> identifier 
> > (DBD ERROR: error possibly near <*> indicator at char 596 
> in 'SELECT 
> > COUNT(main.id) AS id, ObjectCustomFieldValues_1.Content AS
> > col1 FROM ( SELECT DISTINCT main.id FROM Tickets main LEFT JOIN 
> > ObjectCustomFieldValues ObjectCustomFieldValues_1
> >
> >
> > Here is more information on my setup:
> >
> > DBIx-SearchBuilder-1.49
> > DBD-Oracle-1.19
> > Oracle Xe 10.2.0.1
> > Perl 5.8.8
> >
> > Thanks for your help :)
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com Commercial support: 
> > sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> 
> 


From gcecchi at peviani.it  Wed Oct 10 11:46:31 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Wed, 10 Oct 2007 17:46:31 +0200
Subject: R: [rt-users] Chart grouped by customfield
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD91@MAILSERVER.pevianimail.local>

Sorry main was an alias for Tickets table....

If I use the same query on mysql 9without the comma...) I get:

ERROR 1054 (42S22): Unknown column 'ObjectCustomFieldValues_1.Content' in 'field list' 

And the oracle error 904 is "invalid column name" too

> -----Messaggio originale-----
> Da: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] Per conto 
> di Gianluca Cecchi
> Inviato: mercoled? 10 ottobre 2007 17.40
> A: Jesse Vincent; Emmanuel Lacour
> Cc: rt-users at lists.bestpractical.com
> Oggetto: R: [rt-users] Chart grouped by customfield
> 
> 
> > distinctquery, Tickets main WHERE (main.id = distinctquery.id)
> 
> Shouldn't be present a comma between Tickets and main? 
> 
> > -----Messaggio originale-----
> > Da: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] Per conto 
> di Jesse 
> > Vincent
> > Inviato: mercoled? 10 ottobre 2007 15.42
> > A: Emmanuel Lacour
> > Cc: rt-users at lists.bestpractical.com
> > Oggetto: Re: [rt-users] Chart grouped by customfield
> > 
> > 
> > On Oct 10, 2007, at 9:38 AM, Emmanuel Lacour wrote:
> > 
> > > On Wed, Oct 10, 2007 at 09:09:58AM -0400, Jesse Vincent wrote:
> > >>
> > >
> > > Hi, dear RT primary Author ;)
> > >
> > >> what shows up in your error logs?
> > >
> > > That's the good question ... sorry I forgot to look here :(
> > >
> > 
> > I suspect that it has to do with "this was tested on mysql and pg"
> > 
> > Any oracle folks see what we're doing wrong with that SQL?
> > 
> > > There is DBD prepare errors:
> > >
> > > RT: RT::Handle=HASH(0x8134df1c) couldn't prepare the query 'SELECT
> > > COUNT(main.id) AS id, ObjectCustomFieldValues_1.Content AS
> > col1 FROM (
> > > SELECT DISTINCT main.id FROM Tickets main LEFT JOIN 
> > > ObjectCustomFieldValues ObjectCustomFieldValues_1  ON ( 
> > > ObjectCustomFieldValues_1.CustomField = '1' ) AND ( 
> > > ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( 
> > > ObjectCustomFieldValues_1.Disabled = '0' ) AND ( 
> > > ObjectCustomFieldValues_1.ObjectId = main.id )  WHERE
> > (main.Status !=
> > > 'deleted') AND (main.Status != 'resolved') AND (main.Type =
> > 'ticket')
> > > AND (main.EffectiveId = main.id)  )
> > > distinctquery, Tickets main WHERE (main.id = distinctquery.id)   
> > > GROUP BY ObjectCustomFieldValues_1.Content
> > >
> > > 'ORA-00904: "OBJECTCUSTOMFIELDVALUES_1"."CONTENT": invalid
> > identifier
> > > (DBD ERROR: error possibly near <*> indicator at char 596
> > in 'SELECT
> > > COUNT(main.id) AS id, ObjectCustomFieldValues_1.Content AS
> > > col1 FROM ( SELECT DISTINCT main.id FROM Tickets main LEFT JOIN 
> > > ObjectCustomFieldValues ObjectCustomFieldValues_1
> > >
> > >
> > > Here is more information on my setup:
> > >
> > > DBIx-SearchBuilder-1.49
> > > DBD-Oracle-1.19
> > > Oracle Xe 10.2.0.1
> > > Perl 5.8.8
> > >
> > > Thanks for your help :)
> > >
> > > _______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > Community help: http://wiki.bestpractical.com Commercial support: 
> > > 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 elacour at easter-eggs.com  Wed Oct 10 11:47:25 2007
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 10 Oct 2007 17:47:25 +0200
Subject: [rt-users] Bug in Chart fonts handling
Message-ID: <20071010154725.GH14334@easter-eggs.com>


I played with chart module and found that the fonts settings are
incorrect.

In share/html/Search/Chart, the only font setting is made by set_legend_font, but there
is no legends on graphs so ... not very usefull.

Instead it would be better to use one or every of the followings:

For bars:

set_x_label_font
set_y_label_font
set_x_axis_font
set_y_axis_font
set_values_font

For pies:

set_label_font
set_value_font


Also it's often needed to specify the font path, here is a tested
example:

use GD::Text;
GD::Text->font_path("/usr/share/fonts/truetype/ttf-bitstream-vera");

And of course, if those settings can be customized in RT_SiteConfig.pm,
it would be very nice ;)

That's my two cents...


Here is my current diff (RT 3.6.3), also replacing the default non-free (verdana) by free fonts from bitstream:

--- ./share/html/Search/Chart	2007-10-10 17:41:24.000000000 +0200
+++ ./local/html/Search/Chart	2007-10-10 17:46:00.000000000 +0200
@@ -10,6 +10,7 @@
 my $chart_class;
 use GD;
 use GD::Text;
+GD::Text->font_path("/usr/share/fonts/truetype/ttf-bitstream-vera");
 
 if ($ChartStyle eq 'pie') {
     require GD::Graph::pie;
@@ -34,7 +35,15 @@
         y_label => 'Tickets',
         show_values => 1
     );
-    $chart->set_legend_font( ['verdana', 'arial', gdMediumBoldFont], 12);
+    $chart->set_legend_font( ['VeraBd', 'verdana', 'arial', gdMediumBoldFont], 12);
+    $chart->set_x_label_font( ['VeraBd', 'verdana', 'arial', gdMediumBoldFont], 12);
+    $chart->set_y_label_font( ['VeraBd', 'verdana', 'arial', gdMediumBoldFont], 12);
+    $chart->set_x_axis_font( ['Vera', 'verdana', 'arial', gdMediumBoldFont], 10);
+    $chart->set_y_axis_font( ['Vera', 'verdana', 'arial', gdMediumBoldFont], 10);
+    $chart->set_values_font( ['Vera', 'verdana', 'arial', gdMediumBoldFont], 10);
+} elsif ($chart_class eq "GD::Graph::pie") {
+    $chart->set_label_font( ['VeraBd', 'verdana', 'arial', gdMediumBoldFont], 12);
+    $chart->set_value_font( ['Vera', 'verdana', 'arial', gdMediumBoldFont], 10);
 }
 
 my %class = (



From phanoko at gmail.com  Wed Oct 10 11:55:15 2007
From: phanoko at gmail.com (matt wells)
Date: Wed, 10 Oct 2007 08:55:15 -0700
Subject: [rt-users] Re: Email Error with 'Reply' only
In-Reply-To: <f173483f0710100757q139cca9ex77cccd8ea1dc70e2@mail.gmail.com>
References: <f173483f0710100757q139cca9ex77cccd8ea1dc70e2@mail.gmail.com>
Message-ID: <f173483f0710100855v32690f27g51be84eac63e6003@mail.gmail.com>

So I've tested some more.
All of my CCs get emails and all of my BCCs get emails.  The requestor is
the only one that does not know that his/her ticket has been acted on.

I have a global Scrip that is below.
Scrip
Description -
Condition - On Correspond
Action - Notify Requestors and Ccs
Template - Global template:Correspondence
Stage - TransactionCreate

template 5
Correspondence
Default correspondence template
RT-Attach-Message: yes
1
{$Transaction->Content()}




On 10/10/07, matt wells <phanoko at gmail.com> wrote:
>
> When I create a ticket for a user they get an email.
> When I close the ticket they get an email.
> When I hit Reply in the ticket it shows and outgoing email but they do not
> get it.  Nor does it get send to sendmail.
>
>
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From javacupix at gmail.com  Wed Oct 10 11:55:21 2007
From: javacupix at gmail.com (JavaCupiX)
Date: Wed, 10 Oct 2007 17:55:21 +0200
Subject: [rt-users] Info about REJECTED status notification
In-Reply-To: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD8E@MAILSERVER.pevianimail.local>
References: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD8E@MAILSERVER.pevianimail.local>
Message-ID: <4a35ef3c0710100855n56349179j82a90d6ed57352e@mail.gmail.com>

I can't remember what transaction type it is so you will have to figure that
out (docs)

but here is what I use for another thing and you should be able to use as a
conditionnal statement

if (($self->TransactionObj->Type eq "Type i can't remember") and
($self->TicketObj->Status eq "rejected")) {
return(1);
} else {
return(undef);
}

Make a special script for this one and modify the model so it says REJECTED
in the subject line...

On 10/10/07, Gianluca Cecchi <gcecchi at peviani.it> wrote:
>
>
> When I reject a ticket, the requestor only receives an e-mail with
>
> Subject:  [Peviani #72] problem with printer
>
> And inside the body what I decided to write + the original reference
>
> I think it would be useful to have for example the word REJECTED inserted
> into the subject line for more clarification to the user, before opening the
> e-mail itself?
>
> I tried to apply a scrip/template for this using as a referene what is
> done for RESOLVED state, but it seems I have to create a user Defined
> condition?..
>
> Any hints?
>
> 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
>
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From elacour at easter-eggs.com  Wed Oct 10 11:58:36 2007
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 10 Oct 2007 17:58:36 +0200
Subject: R: [rt-users] Chart grouped by customfield
In-Reply-To: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD91@MAILSERVER.pevianimail.local>
References: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD91@MAILSERVER.pevianimail.local>
Message-ID: <20071010155836.GJ14334@easter-eggs.com>

On Wed, Oct 10, 2007 at 05:46:31PM +0200, Gianluca Cecchi wrote:
> Sorry main was an alias for Tickets table....
> 
> If I use the same query on mysql 9without the comma...) I get:
> 
> ERROR 1054 (42S22): Unknown column 'ObjectCustomFieldValues_1.Content' in 'field list' 
> 
> And the oracle error 904 is "invalid column name" too
> 

Here is the SQL for the same Graph on a MySQL RT, gived by StatementLog (graph by CustomFields works with MySQL):

SELECT DISTINCT COUNT(main.id) AS id, ObjectCustomFieldValues_1.Content AS col1 FROM (Tickets main  LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1  ON ((ObjectCustomFieldValues_1.CustomField = '1')) AND ( (ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket')) AND ( (ObjectCustomFieldValues_1.Disabled = '0')) AND ( ObjectCustomFieldValues_1.ObjectId = main.id))   WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Created < '2007-10-31 23:00:00') AND (main.Created > '2007-09-29 22:00:00'))  GROUP BY ObjectCustomFieldValues_1.Content ;

and the one for the Oracle RT:

SELECT COUNT(main.id) AS id, ObjectCustomFieldValues_1.Content AS col1 FROM ( SELECT DISTINCT main.id FROM Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1  ON ( ObjectCustomFieldValues_1.CustomField = '1' ) AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_1.Disabled = '0' ) AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) WHERE (main.Status != 'deleted') AND (main.Status != 'resolved') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)  ) distinctquery, Tickets main WHERE (main.id = distinctquery.id)  GROUP BY ObjectCustomFieldValues_1.Content
;


From javacupix at gmail.com  Wed Oct 10 11:59:33 2007
From: javacupix at gmail.com (JavaCupiX)
Date: Wed, 10 Oct 2007 17:59:33 +0200
Subject: [rt-users] Re: Email Error with 'Reply' only
In-Reply-To: <f173483f0710100855v32690f27g51be84eac63e6003@mail.gmail.com>
References: <f173483f0710100757q139cca9ex77cccd8ea1dc70e2@mail.gmail.com>
	<f173483f0710100855v32690f27g51be84eac63e6003@mail.gmail.com>
Message-ID: <4a35ef3c0710100859t712813c9t828c778381bc85d8@mail.gmail.com>

I had the same problem and created a dedicated scrip for it

Condition: On correspond
Action:Autoreply To Requestors

added to your existing scrip it should work out... but it will send two
separated emails (what a mess...)

On 10/10/07, matt wells <phanoko at gmail.com> wrote:
>
> So I've tested some more.
> All of my CCs get emails and all of my BCCs get emails.  The requestor is
> the only one that does not know that his/her ticket has been acted on.
>
> I have a global Scrip that is below.
> Scrip
> Description -
> Condition - On Correspond
> Action - Notify Requestors and Ccs
> Template - Global template:Correspondence
> Stage - TransactionCreate
>
> template 5
> Correspondence
> Default correspondence template
> RT-Attach-Message: yes
> 1
> {$Transaction->Content()}
>
>
>
>
> On 10/10/07, matt wells <phanoko at gmail.com > wrote:
> >
> > When I create a ticket for a user they get an email.
> > When I close the ticket they get an email.
> > When I hit Reply in the ticket it shows and outgoing email but they do
> > not get it.  Nor does it get send to sendmail.
> >
> >
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From gleduc at mail.sdsu.edu  Wed Oct 10 12:03:28 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 10 Oct 2007 09:03:28 -0700
Subject: [rt-users] new users
In-Reply-To: <17CD9CE4C0FA574A8B29EF02D49B385D2A9FD7@srvexch-01.mcaschoo
	l.local>
References: <17CD9CE4C0FA574A8B29EF02D49B385D2A9FD7@srvexch-01.mcaschool.local>
Message-ID: <6.2.1.2.2.20071010090050.02651150@mail.sdsu.edu>

Hi Timothy,

When a new user submits a ticket (via e-mail), RT sets up an account for 
them.  The account username is their e-mail address and there is no password.

Regards,
Gene

At 11:53 AM 10/9/2007, Timothy A. Holmes wrote:
>Content-class: urn:content-classes:message
>Content-Type: multipart/alternative;
>         boundary="----_=_NextPart_001_01C80AA5.A461A9AE"
>
>Hi folks:
>
>I have just installed RT and I need to find out how new users set up their 
>username etc so they can submit tickets.
>
>I have been through the manual and I cant seem to find it
>
>TIM
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: 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 phanoko at gmail.com  Wed Oct 10 12:04:23 2007
From: phanoko at gmail.com (matt wells)
Date: Wed, 10 Oct 2007 09:04:23 -0700
Subject: [rt-users] Re: Email Error with 'Reply' only
In-Reply-To: <4a35ef3c0710100859t712813c9t828c778381bc85d8@mail.gmail.com>
References: <f173483f0710100757q139cca9ex77cccd8ea1dc70e2@mail.gmail.com>
	<f173483f0710100855v32690f27g51be84eac63e6003@mail.gmail.com>
	<4a35ef3c0710100859t712813c9t828c778381bc85d8@mail.gmail.com>
Message-ID: <f173483f0710100904kb617ae1tf8a5e52440bfea21@mail.gmail.com>

Still not working.  I changed it like yours but to no avail.

On 10/10/07, JavaCupiX <javacupix at gmail.com> wrote:
>
> I had the same problem and created a dedicated scrip for it
>
> Condition: On correspond
> Action:Autoreply To Requestors
>
> added to your existing scrip it should work out... but it will send two
> separated emails (what a mess...)
>
> On 10/10/07, matt wells <phanoko at gmail.com> wrote:
> >
> > So I've tested some more.
> > All of my CCs get emails and all of my BCCs get emails.  The requestor
> > is the only one that does not know that his/her ticket has been acted on.
> >
> > I have a global Scrip that is below.
> > Scrip
> > Description -
> > Condition - On Correspond
> > Action - Notify Requestors and Ccs
> > Template - Global template:Correspondence
> > Stage - TransactionCreate
> >
> > template 5
> > Correspondence
> > Default correspondence template
> > RT-Attach-Message: yes
> > 1
> > {$Transaction->Content()}
> >
> >
> >
> >
> > On 10/10/07, matt wells < phanoko at gmail.com > wrote:
> > >
> > > When I create a ticket for a user they get an email.
> > > When I close the ticket they get an email.
> > > When I hit Reply in the ticket it shows and outgoing email but they do
> > > not get it.  Nor does it get send to sendmail.
> > >
> > >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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 j.glutting at continentalserv.com  Wed Oct 10 12:08:44 2007
From: j.glutting at continentalserv.com (Jim GLutting)
Date: Wed, 10 Oct 2007 12:08:44 -0400
Subject: [rt-users] Email error trying to setup email to a Helpdesk queue
Message-ID: <470CF90C.4090409@continentalserv.com>

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From gleduc at mail.sdsu.edu  Wed Oct 10 12:15:49 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 10 Oct 2007 09:15:49 -0700
Subject: [rt-users] Two RT installations spamming each other. Suggestions?
In-Reply-To: <20071010131105.65B354D8151@diesel.bestpractical.com>
References: <C252D1D30DA3EB828FD5E256@PalleBook.local>
	<20071010131105.65B354D8151@diesel.bestpractical.com>
Message-ID: <6.2.1.2.2.20071010091049.02660b40@mail.sdsu.edu>

Jesse, I couldn't find this on CPAN.  The closest match I came up with is 
RT::Extension::ExtractSubjectTagOnTransaction, but there's no documentation 
so without downloading and examining the source, I can't tell what it does.

Gene

At 06:09 AM 10/10/2007, Jesse Vincent wrote:
>Have a look at RT::Extension::ExtractSubjectTokens on CPAN.
>
>------- Original message -------
>From: Palle Girgensohn <girgen at pingpong.net>
>Sent: 10-10-'07,  8:33
>
> > Hi,
> >
> > We recommended a customer to start using RT. We use it ourselves, for
> > second line support, and they run first line support. Tickets on their 
> side
> > that require our input are sent to us and creates a ticket in our system,
> > but since every new reply from them only has their ticket#, our system
> > creates a new ticket for every reply. This is getting to be a really big
> > problem.
> >
> > Does anybody have a suggestion for how to solve this in some automatic
> > fashion, so that for example their system saves out ticket id in the
> > subject?
> >
> > Regards,
> > Palle
> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


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



From phanoko at gmail.com  Wed Oct 10 12:38:26 2007
From: phanoko at gmail.com (matt wells)
Date: Wed, 10 Oct 2007 09:38:26 -0700
Subject: [rt-users] Re: Email Error with 'Reply' only
In-Reply-To: <00c001c80b5b$ba395c70$88010c0a@dublin.wbtsystems.com>
References: <f173483f0710100757q139cca9ex77cccd8ea1dc70e2@mail.gmail.com>
	<f173483f0710100855v32690f27g51be84eac63e6003@mail.gmail.com>
	<00c001c80b5b$ba395c70$88010c0a@dublin.wbtsystems.com>
Message-ID: <f173483f0710100938x3b96349etfbbd92bade272acd@mail.gmail.com>

Different people.  I've attached the 'Outgoing email about a comment
recorded'
Correct me where I'm wrong but shouldn't a
'To' field exist?

Subject: [Example.com #11308] [Comment] Dogs can't get into the kitchen to
eat.
From: "Bob Vila via RT" <comment_Home at rt-server.example.com>
Reply-To: comment_Home at rt-server.example.com
In-Reply-To:
References: <RT-Ticket-11308 at example.com>
Message-ID: <rt-3.6.4-29325-1192033947-273.11308-8-0 at example.com>
Precedence: bulk
X-RT-Loop-Prevention: example.com
RT-Ticket: iarc.nv.gov #11308
Managed-by: RT 3.6.4 (http://www.bestpractical.com/rt/)
RT-Originator: joe.ragman at example.com
Bcc: lumberyard at example.com
MIME-Version: 1.0
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: 8bit
X-RT-Original-Encoding: utf-8
Date: Wed, 10 Oct 2007 16:32:27 +0000
X-RT-Original-Encoding: utf-8

On 10/10/07, Barry Byrne <barry.byrne at wbtsystems.com> wrote:
>
>  Matt,
>
> Is the person who acts on the ticket the same email address as the
> requestor of the ticket. I had this same issue when I first tried testing RT
> - I sent a test mail as myself and then logged in to RT as myself - RT
> doesn't seem to forward mail if the person who makes the change is the same
> email address - which I guess makes some kind of sense.
>
>  - barry
>
>  ------------------------------
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *matt wells
> *Sent:* 10 October 2007 16:55
> *To:* rt-users
> *Subject:* [rt-users] Re: Email Error with 'Reply' only
>
> So I've tested some more.
> All of my CCs get emails and all of my BCCs get emails.  The requestor is
> the only one that does not know that his/her ticket has been acted on.
>
> I have a global Scrip that is below.
> Scrip
> Description -
> Condition - On Correspond
> Action - Notify Requestors and Ccs
> Template - Global template:Correspondence
> Stage - TransactionCreate
>
> template 5
> Correspondence
> Default correspondence template
> RT-Attach-Message: yes
> 1
> {$Transaction->Content()}
>
>
>
>
> On 10/10/07, matt wells <phanoko at gmail.com > wrote:
> >
> > When I create a ticket for a user they get an email.
> > When I close the ticket they get an email.
> > When I hit Reply in the ticket it shows and outgoing email but they do
> > not get it.  Nor does it get send to sendmail.
> >
> >
>
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From barry.byrne at wbtsystems.com  Wed Oct 10 12:36:37 2007
From: barry.byrne at wbtsystems.com (Barry Byrne)
Date: Wed, 10 Oct 2007 17:36:37 +0100
Subject: [rt-users] Re: Email Error with 'Reply' only
In-Reply-To: <f173483f0710100855v32690f27g51be84eac63e6003@mail.gmail.com>
References: <f173483f0710100757q139cca9ex77cccd8ea1dc70e2@mail.gmail.com>
	<f173483f0710100855v32690f27g51be84eac63e6003@mail.gmail.com>
Message-ID: <00c001c80b5b$ba395c70$88010c0a@dublin.wbtsystems.com>

Matt,
 
Is the person who acts on the ticket the same email address as the requestor
of the ticket. I had this same issue when I first tried testing RT - I sent
a test mail as myself and then logged in to RT as myself - RT doesn't seem
to forward mail if the person who makes the change is the same email address
- which I guess makes some kind of sense.
 
 - barry


  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of matt wells
Sent: 10 October 2007 16:55
To: rt-users
Subject: [rt-users] Re: Email Error with 'Reply' only


So I've tested some more.  
All of my CCs get emails and all of my BCCs get emails.  The requestor is
the only one that does not know that his/her ticket has been acted on.  

I have a global Scrip that is below.  
Scrip 
Description - 
Condition - On Correspond
Action - Notify Requestors and Ccs
Template - Global template:Correspondence
Stage - TransactionCreate

template 5
Correspondence
Default correspondence template 
RT-Attach-Message: yes
1
{$Transaction->Content()}





On 10/10/07, matt wells <phanoko at gmail.com  <mailto:phanoko at gmail.com> >
wrote: 

When I create a ticket for a user they get an email.
When I close the ticket they get an email. 
When I hit Reply in the ticket it shows and outgoing email but they do not
get it.  Nor does it get send to sendmail.  




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From JoopvandeWege at mococo.nl  Wed Oct 10 13:40:16 2007
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 10 Oct 2007 19:40:16 +0200
Subject: [rt-users] Chart grouped by customfield
In-Reply-To: <95A443E9-508B-4067-9362-0583B3A1923D@bestpractical.com>
References: <20071010074330.GB10827@easter-eggs.com>	<20071010131107.741714D80F4@diesel.bestpractical.com>	<20071010133805.GB14334@easter-eggs.com>
	<95A443E9-508B-4067-9362-0583B3A1923D@bestpractical.com>
Message-ID: <470D0E80.1080008@mococo.nl>

Jesse Vincent wrote:
> I suspect that it has to do with "this was tested on mysql and pg"
> Any oracle folks see what we're doing wrong with that SQL?
> 
>> There is DBD prepare errors:
>>
>> RT: RT::Handle=HASH(0x8134df1c) couldn't prepare the query 'SELECT 
>> COUNT(main.id) AS id, ObjectCustomFieldValues_1.Content AS col1 FROM ( 
>> SELECT DISTINCT main.id FROM Tickets main LEFT JOIN 
>> ObjectCustomFieldValues ObjectCustomFieldValues_1  ON ( 
>> ObjectCustomFieldValues_1.CustomField = '1' ) AND ( 
>> ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( 
>> ObjectCustomFieldValues_1.Disabled = '0' ) AND ( 
>> ObjectCustomFieldValues_1.ObjectId = main.id )  WHERE (main.Status != 
>> 'deleted') AND (main.Status != 'resolved') AND (main.Type = 'ticket') 
>> AND (main.EffectiveId = main.id)  ) distinctquery, Tickets main WHERE 
>> (main.id = distinctquery.id)  GROUP BY ObjectCustomFieldValues_1.Content

Problem is that in the group by there is a alias which is defined in the 
subquery.
ObjectCustomFieldValues_1 is only known in the innermost query not the 
outer one.
There is another problem aswell since modifing the query gives me 
another unidentified error.
I'll see if my DBA can have a look at it.


Joop



From catunda at contactnet.com.br  Wed Oct 10 13:47:46 2007
From: catunda at contactnet.com.br (=?ISO-8859-1?Q?=22F=E1bio_M=2E_Catunda=22?=)
Date: Wed, 10 Oct 2007 14:47:46 -0300
Subject: [rt-users] E-mail not going to ticket owner!
In-Reply-To: <470BCD22.6070300@contactnet.com.br>
References: <470BCD22.6070300@contactnet.com.br>
Message-ID: <470D1042.5080601@contactnet.com.br>

As I can see this is an old problem, but I still have no answer for it.

I googled a little based on those messages that I got from syslog:
No recipients found. Not sending.
Scrip 4,5,6 and 7 generates this message all the time, but I have no 
idea why.

Any idea how to solve it?

Thanks.


F?bio M. Catunda escreveu:
> Hi.
>
> I'm using rt 3.6.4-1 Debian package.
>
> I don't know it this is the default behavior or if I have some weird 
> situation here, if somebody can tell me it it's normal or not and 
> maybe a way to fix it I will appreciate, here is the situation:
>
> 1 - I sent an e-mail to rt at mydomain.com and a ticket have been created.
> 2 - user at mydomain.com assumed the ticket.
> 3 - user at mydomain.com replied and I received the answer.
> 4 - I replied the e-mail but user at mydomain.com do not received my answer
>
> This is a big problem, user at mydomain.com always have to click on every 
> ticket and have a look if there is some new answer, thats why I 
> believe that this is a problem.
>
> I have some peculiarities here. Users come from LDAP, so, apache 
> authenticate the user and RT automatically create the user in the 
> database.
>
> The group everyone have the following permissions:
>  CommentOnTicket
>  CreateSavedSearch
>  CreateTicket
>  EditSavedSearches
>  LoadSavedSearch
>  ModifySelf
>  ModifyTicket
>  OwnTicket
>  ReplyToTicket
>  SeeCustomField
>  SeeGroup
>  SeeQueue
>  ShowOutgoingEmail
>  ShowSavedSearches
>  ShowTicket
>  ShowTicketComments
>  StealTicket
>  TakeTicket
>
> Is there something else I need to do to make the owner and watchers 
> receive an e-mail when the ticket is answered?
>
> Thanks for the help.
>
> []'s, Catunda!
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>



From JoopvandeWege at mococo.nl  Wed Oct 10 13:48:22 2007
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 10 Oct 2007 19:48:22 +0200
Subject: R: [rt-users] Chart grouped by customfield
In-Reply-To: <20071010155836.GJ14334@easter-eggs.com>
References: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD91@MAILSERVER.pevianimail.local>
	<20071010155836.GJ14334@easter-eggs.com>
Message-ID: <470D1066.3050603@mococo.nl>

Emmanuel Lacour wrote:
> On Wed, Oct 10, 2007 at 05:46:31PM +0200, Gianluca Cecchi wrote:
>> Sorry main was an alias for Tickets table....
>>
>> If I use the same query on mysql 9without the comma...) I get:
>>
>> ERROR 1054 (42S22): Unknown column 'ObjectCustomFieldValues_1.Content' in 'field list' 
>>
>> And the oracle error 904 is "invalid column name" too
>>
> 
> Here is the SQL for the same Graph on a MySQL RT, gived by StatementLog (graph by CustomFields works with MySQL):
> 
> SELECT DISTINCT COUNT(main.id) AS id, ObjectCustomFieldValues_1.Content AS col1 FROM (Tickets main  LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1  ON ((ObjectCustomFieldValues_1.CustomField = '1')) AND ( (ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket')) AND ( (ObjectCustomFieldValues_1.Disabled = '0')) AND ( ObjectCustomFieldValues_1.ObjectId = main.id))   WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Created < '2007-10-31 23:00:00') AND (main.Created > '2007-09-29 22:00:00'))  GROUP BY ObjectCustomFieldValues_1.Content ;
Weird, this one works without modification on Oracle XE.


From ABartlett at ablenetworking.com  Wed Oct 10 13:33:00 2007
From: ABartlett at ablenetworking.com (Aaron Bartlett)
Date: Wed, 10 Oct 2007 12:33:00 -0500
Subject: [rt-users] new users
In-Reply-To: <6.2.1.2.2.20071010090050.02651150@mail.sdsu.edu>
References: <17CD9CE4C0FA574A8B29EF02D49B385D2A9FD7@srvexch-01.mcaschool.local>
	<6.2.1.2.2.20071010090050.02651150@mail.sdsu.edu>
Message-ID: <7C1069709E330840B1CBA1D812D1EEB8032478@server1.anc.local>

Hello, Timothy!

 

In RT's default configuration, it creates an account for the user without any password.  If you want to change this behavior, check the following page on the RT Wiki about changing the default AutoReply template (note that this is also in the "RT Essentials" book on pp 88-89):

 

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

 

Some instructions and references to installing AutogeneratedPassword are here, about ? down the page:

 

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

 

Best regards,

 

Aaron Bartlett

Able Network Consulting

 

________________________________

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gene LeDuc
Sent: Wednesday, October 10, 2007 11:03 AM
To: Timothy A. Holmes
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] new users

 

Hi Timothy,

When a new user submits a ticket (via e-mail), RT sets up an account for them.  The account username is their e-mail address and there is no password.

Regards,
Gene

At 11:53 AM 10/9/2007, Timothy A. Holmes wrote:



Content-class: urn:content-classes:message
Content-Type: multipart/alternative;
         boundary="----_=_NextPart_001_01C80AA5.A461A9AE"

Hi folks:

I have just installed RT and I need to find out how new users set up their username etc so they can submit tickets.
 
I have been through the manual and I cant seem to find it

TIM
 
_______________________________________________
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


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


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


-- 
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From KFCrocker at lbl.gov  Wed Oct 10 14:41:15 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 10 Oct 2007 11:41:15 -0700
Subject: [rt-users] Reminders for nobody
Message-ID: <470D1CCB.5090205@lbl.gov>

To all,


	Awhile back I thought I saw an inquiry about how to get rid of 
reminders that had "Nobody" as the owner. I didn't see any resolutions 
on that. Did someone come up with one? I have, but I don't want to be 
redundant.


Kenn
LBNL


From j.glutting at continentalserv.com  Wed Oct 10 15:20:47 2007
From: j.glutting at continentalserv.com (Jim GLutting)
Date: Wed, 10 Oct 2007 15:20:47 -0400
Subject: [rt-users] Email error trying to setup email to a Helpdesk queue
In-Reply-To: <470CF90C.4090409@continentalserv.com>
References: <470CF90C.4090409@continentalserv.com>
Message-ID: <470D260F.2070607@continentalserv.com>

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From jesse at bestpractical.com  Wed Oct 10 16:25:10 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2007 16:25:10 -0400
Subject: [rt-users] Chart grouped by customfield
In-Reply-To: <20071010140316.GC14334@easter-eggs.com>
References: <20071010074330.GB10827@easter-eggs.com>
	<20071010131107.741714D80F4@diesel.bestpractical.com>
	<20071010133805.GB14334@easter-eggs.com>
	<95A443E9-508B-4067-9362-0583B3A1923D@bestpractical.com>
	<20071010140316.GC14334@easter-eggs.com>
Message-ID: <672B132E-B60C-4737-92EB-1CE82C26F517@bestpractical.com>


On Oct 10, 2007, at 10:03 AM, Emmanuel Lacour wrote:

> On Wed, Oct 10, 2007 at 09:42:21AM -0400, Jesse Vincent wrote:
>>
>>
>> I suspect that it has to do with "this was tested on mysql and pg"
>>
>
> if only I had power to choose the database Engine ... ;)
>

It should work on everything. The fact that it doesn't is definitely  
a bug.
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From KFCrocker at lbl.gov  Wed Oct 10 18:06:17 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 10 Oct 2007 15:06:17 -0700
Subject: [rt-users] Chart grouped by customfield
In-Reply-To: <672B132E-B60C-4737-92EB-1CE82C26F517@bestpractical.com>
References: <20071010074330.GB10827@easter-eggs.com>
	<20071010131107.741714D80F4@diesel.bestpractical.com>
	<20071010133805.GB14334@easter-eggs.com>
	<95A443E9-508B-4067-9362-0583B3A1923D@bestpractical.com>
	<20071010140316.GC14334@easter-eggs.com>
	<672B132E-B60C-4737-92EB-1CE82C26F517@bestpractical.com>
Message-ID: <470D4CD9.2040702@lbl.gov>

To all,


	We are on Oracle 10g and we have the same problems with custom fields 
when it comes to charts from query results or sorting by them as well.


Kenn
LBNL

On 10/10/2007 1:25 PM, Jesse Vincent wrote:
> 
> On Oct 10, 2007, at 10:03 AM, Emmanuel Lacour wrote:
> 
>> On Wed, Oct 10, 2007 at 09:42:21AM -0400, Jesse Vincent wrote:
>>>
>>>
>>> I suspect that it has to do with "this was tested on mysql and pg"
>>>
>>
>> if only I had power to choose the database Engine ... ;)
>>
> 
> It should work on everything. The fact that it doesn't is definitely a bug.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From jesse at bestpractical.com  Wed Oct 10 18:33:25 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2007 17:33:25 -0500
Subject: [rt-users] Two RT installations spamming each other. Suggestions?
In-Reply-To: <6.2.1.2.2.20071010091049.02660b40@mail.sdsu.edu>
References: <C252D1D30DA3EB828FD5E256@PalleBook.local>
	<20071010131105.65B354D8151@diesel.bestpractical.com>
	<6.2.1.2.2.20071010091049.02660b40@mail.sdsu.edu>
Message-ID: <EA2CA908-C4E0-43D0-9739-E1F8D80087DD@bestpractical.com>


On Oct 10, 2007, at 11:15 AM, Gene LeDuc wrote:

> Jesse, I couldn't find this on CPAN.  The closest match I came up  
> with is RT::Extension::ExtractSubjectTagOnTransaction, but there's  
> no documentation so without downloading and examining the source, I  
> can't tell what it does.
>

That's the one.

http://code.bestpractical.com/bps-public/RT-Extension- 
ExtractSubjectTagOnTransaction/README

is a bit more up to date. we should get that cpanned.

> Gene
>
> At 06:09 AM 10/10/2007, Jesse Vincent wrote:
>> Have a look at RT::Extension::ExtractSubjectTokens on CPAN.
>>
>> ------- Original message -------
>> From: Palle Girgensohn <girgen at pingpong.net>
>> Sent: 10-10-'07,  8:33
>>
>> > Hi,
>> >
>> > We recommended a customer to start using RT. We use it  
>> ourselves, for
>> > second line support, and they run first line support. Tickets on  
>> their side
>> > that require our input are sent to us and creates a ticket in  
>> our system,
>> > but since every new reply from them only has their ticket#, our  
>> system
>> > creates a new ticket for every reply. This is getting to be a  
>> really big
>> > problem.
>> >
>> > Does anybody have a suggestion for how to solve this in some  
>> automatic
>> > fashion, so that for example their system saves out ticket id in  
>> the
>> > subject?
>> >
>> > Regards,
>> > Palle
>> >
>> >
>> > _______________________________________________
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> > Community help: http://wiki.bestpractical.com
>> > Commercial support: sales at bestpractical.com
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly  
>> Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
>
> -- 
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University

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From jesse at bestpractical.com  Wed Oct 10 19:01:37 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2007 18:01:37 -0500
Subject: [rt-users] Bug in Chart fonts handling
In-Reply-To: <20071010154725.GH14334@easter-eggs.com>
References: <20071010154725.GH14334@easter-eggs.com>
Message-ID: <F900CA3F-BEC1-40DA-9C1E-6A89D66A4092@bestpractical.com>


On Oct 10, 2007, at 10:47 AM, Emmanuel Lacour wrote:

>
> I played with chart module and found that the fonts settings are
> incorrect.
>
> In share/html/Search/Chart, the only font setting is made by  
> set_legend_font, but there
> is no legends on graphs so ... not very usefull.
>
> Instead it would be better to use one or every of the followings:
>

We've actually already done a fair bit of this in RT 3.7. I'm hoping  
to start tightening up RT 3.8 for release "soon"

-jesse

> For bars:
>
> set_x_label_font
> set_y_label_font
> set_x_axis_font
> set_y_axis_font
> set_values_font
>
> For pies:
>
> set_label_font
> set_value_font
>
>
> Also it's often needed to specify the font path, here is a tested
> example:
>
> use GD::Text;
> GD::Text->font_path("/usr/share/fonts/truetype/ttf-bitstream-vera");
>
> And of course, if those settings can be customized in  
> RT_SiteConfig.pm,
> it would be very nice ;)
>
> That's my two cents...
>
>
> Here is my current diff (RT 3.6.3), also replacing the default non- 
> free (verdana) by free fonts from bitstream:
>
> --- ./share/html/Search/Chart	2007-10-10 17:41:24.000000000 +0200
> +++ ./local/html/Search/Chart	2007-10-10 17:46:00.000000000 +0200
> @@ -10,6 +10,7 @@
>  my $chart_class;
>  use GD;
>  use GD::Text;
> +GD::Text->font_path("/usr/share/fonts/truetype/ttf-bitstream-vera");
>
>  if ($ChartStyle eq 'pie') {
>      require GD::Graph::pie;
> @@ -34,7 +35,15 @@
>          y_label => 'Tickets',
>          show_values => 1
>      );
> -    $chart->set_legend_font( ['verdana', 'arial',  
> gdMediumBoldFont], 12);
> +    $chart->set_legend_font( ['VeraBd', 'verdana', 'arial',  
> gdMediumBoldFont], 12);
> +    $chart->set_x_label_font( ['VeraBd', 'verdana', 'arial',  
> gdMediumBoldFont], 12);
> +    $chart->set_y_label_font( ['VeraBd', 'verdana', 'arial',  
> gdMediumBoldFont], 12);
> +    $chart->set_x_axis_font( ['Vera', 'verdana', 'arial',  
> gdMediumBoldFont], 10);
> +    $chart->set_y_axis_font( ['Vera', 'verdana', 'arial',  
> gdMediumBoldFont], 10);
> +    $chart->set_values_font( ['Vera', 'verdana', 'arial',  
> gdMediumBoldFont], 10);
> +} elsif ($chart_class eq "GD::Graph::pie") {
> +    $chart->set_label_font( ['VeraBd', 'verdana', 'arial',  
> gdMediumBoldFont], 12);
> +    $chart->set_value_font( ['Vera', 'verdana', 'arial',  
> gdMediumBoldFont], 10);
>  }
>
>  my %class = (
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 david.hobley at mionegroup.com  Wed Oct 10 18:43:55 2007
From: david.hobley at mionegroup.com (David Hobley)
Date: Thu, 11 Oct 2007 08:43:55 +1000 (EST)
Subject: [rt-users] Can I deselect a Global Scrip on a per queue basis?
Message-ID: <4812543.15331192056235639.JavaMail.root@zimbra>

Hello, 

We have been using RT for a while and are very happy with it (once we got our users trained up to the right level of geekyness). We have approximately 25 queues currently for various problem areas with 9 or so global scrips which apply to all queues and for the most part, this works well. However, there are 2 or 3 queues for which we don't want to apply the global scrips. 

Is there any way I can specify that a queue should not use a global scrip? 

The alternative appears to be to define per queue scrips which would be painful for 25 queues, not to mention much more maintenance if we want to change anything. 

Thanks for your time! 

-- 
Cheers, 
David Hobley 



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From KFCrocker at lbl.gov  Wed Oct 10 19:36:08 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 10 Oct 2007 16:36:08 -0700
Subject: [rt-users] Can I deselect a Global Scrip on a per queue basis?
In-Reply-To: <4812543.15331192056235639.JavaMail.root@zimbra>
References: <4812543.15331192056235639.JavaMail.root@zimbra>
Message-ID: <470D61E8.9000006@lbl.gov>

David,


	Alas, I don't believe there is an easy way. The only way I know of is 
to make the scrips queue based.


Kenn
LBNL

On 10/10/2007 3:43 PM, David Hobley wrote:
> Hello,
> 
> We have been using RT for a while and are very happy with it (once we 
> got our users trained up to the right level of geekyness). We have 
> approximately 25 queues currently for various problem areas with 9 or so 
> global scrips which apply to all queues and for the most part, this 
> works well. However, there are 2 or 3 queues for which we don't want to 
> apply the global scrips.
> 
> Is there any way I can specify that a queue should not use a global scrip?
> 
> The alternative appears to be to define per queue scrips which would be 
> painful for 25 queues, not to mention much more maintenance if we want 
> to change anything.
> 
> Thanks for your time!
> 
> -- 
> Cheers,
> David Hobley
> 
> 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From ruz at bestpractical.com  Wed Oct 10 20:33:18 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 11 Oct 2007 04:33:18 +0400
Subject: [rt-users] Bug in Chart fonts handling
In-Reply-To: <F900CA3F-BEC1-40DA-9C1E-6A89D66A4092@bestpractical.com>
References: <20071010154725.GH14334@easter-eggs.com>
	<F900CA3F-BEC1-40DA-9C1E-6A89D66A4092@bestpractical.com>
Message-ID: <589c94400710101733h36826fbcxf38fcfa11c21a695@mail.gmail.com>

Actually the changes Jesse's talking about are in 3.6.5 :)

On 10/11/07, Jesse Vincent <jesse at bestpractical.com> wrote:
>
> On Oct 10, 2007, at 10:47 AM, Emmanuel Lacour wrote:
>
> >
> > I played with chart module and found that the fonts settings are
> > incorrect.
> >
> > In share/html/Search/Chart, the only font setting is made by
> > set_legend_font, but there
> > is no legends on graphs so ... not very usefull.
> >
> > Instead it would be better to use one or every of the followings:
> >
>
> We've actually already done a fair bit of this in RT 3.7. I'm hoping
> to start tightening up RT 3.8 for release "soon"
>
> -jesse
>
> > For bars:
> >
> > set_x_label_font
> > set_y_label_font
> > set_x_axis_font
> > set_y_axis_font
> > set_values_font
> >
> > For pies:
> >
> > set_label_font
> > set_value_font
> >
> >
> > Also it's often needed to specify the font path, here is a tested
> > example:
> >
> > use GD::Text;
> > GD::Text->font_path("/usr/share/fonts/truetype/ttf-bitstream-vera");
> >
> > And of course, if those settings can be customized in
> > RT_SiteConfig.pm,
> > it would be very nice ;)
> >
> > That's my two cents...
> >
> >
> > Here is my current diff (RT 3.6.3), also replacing the default non-
> > free (verdana) by free fonts from bitstream:
> >
> > --- ./share/html/Search/Chart 2007-10-10 17:41:24.000000000 +0200
> > +++ ./local/html/Search/Chart 2007-10-10 17:46:00.000000000 +0200
> > @@ -10,6 +10,7 @@
> >  my $chart_class;
> >  use GD;
> >  use GD::Text;
> > +GD::Text->font_path("/usr/share/fonts/truetype/ttf-bitstream-vera");
> >
> >  if ($ChartStyle eq 'pie') {
> >      require GD::Graph::pie;
> > @@ -34,7 +35,15 @@
> >          y_label => 'Tickets',
> >          show_values => 1
> >      );
> > -    $chart->set_legend_font( ['verdana', 'arial',
> > gdMediumBoldFont], 12);
> > +    $chart->set_legend_font( ['VeraBd', 'verdana', 'arial',
> > gdMediumBoldFont], 12);
> > +    $chart->set_x_label_font( ['VeraBd', 'verdana', 'arial',
> > gdMediumBoldFont], 12);
> > +    $chart->set_y_label_font( ['VeraBd', 'verdana', 'arial',
> > gdMediumBoldFont], 12);
> > +    $chart->set_x_axis_font( ['Vera', 'verdana', 'arial',
> > gdMediumBoldFont], 10);
> > +    $chart->set_y_axis_font( ['Vera', 'verdana', 'arial',
> > gdMediumBoldFont], 10);
> > +    $chart->set_values_font( ['Vera', 'verdana', 'arial',
> > gdMediumBoldFont], 10);
> > +} elsif ($chart_class eq "GD::Graph::pie") {
> > +    $chart->set_label_font( ['VeraBd', 'verdana', 'arial',
> > gdMediumBoldFont], 12);
> > +    $chart->set_value_font( ['Vera', 'verdana', 'arial',
> > gdMediumBoldFont], 10);
> >  }
> >
> >  my %class = (
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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 jesse at bestpractical.com  Wed Oct 10 19:57:13 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2007 18:57:13 -0500
Subject: [rt-users] Who can resolve Reminders which are owned by "nobody"?
In-Reply-To: <FE3D75367244FC290CBF7D8D@idefix.mi.fu-berlin.de>
References: <FE3D75367244FC290CBF7D8D@idefix.mi.fu-berlin.de>
Message-ID: <08B395BA-7B55-4F6F-A89C-6FD9B2408841@bestpractical.com>


On Oct 8, 2007, at 9:53 AM, Dirk Pape wrote:

> Hello,
>
> We have rt 3.6.5; someone here has created a reminder which is  
> owned by Nobody. This is visible for all Watchers of this Queue on  
> "RT at a glance" (widget, which shows reminders).
>
> But I don't see how this reminder can be resolved by anyone. If we  
> go to the Ticket page which the reminder refers there appears no  
> checkbox to resolve it, the reminder is not even shown there.
>
> Is this a bug or do I miss something?

I think it's a bug.

>
> 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
>

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From jesse at bestpractical.com  Wed Oct 10 20:45:12 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Oct 2007 19:45:12 -0500
Subject: [rt-users] Minor patch
In-Reply-To: <470B2127.9060801@cmu.edu>
References: <4709E449.1020804@cmu.edu>
	<87B8E57B-B7D3-4F8B-957D-4376CA68573E@bestpractical.com>
	<470B2127.9060801@cmu.edu>
Message-ID: <4259D20D-C8AC-4E90-A3FD-692469079616@bestpractical.com>

Ok. Applied :)
On Oct 9, 2007, at 1:35 AM, Brian Gallew wrote:

> Jesse Vincent wrote:
>> Thanks for the patch. That looks like a kind of strange place to  
>> put that skip. Is there a reason it's not at the start of the loop?
>
> "Because I backtracked to the first place that looked reasonable."   
> 8-)
>
> I have no preferences here, as long as it works!
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 ruz at bestpractical.com  Wed Oct 10 22:44:04 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 11 Oct 2007 06:44:04 +0400
Subject: R: [rt-users] Chart grouped by customfield
In-Reply-To: <470D1066.3050603@mococo.nl>
References: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD91@MAILSERVER.pevianimail.local>
	<20071010155836.GJ14334@easter-eggs.com> <470D1066.3050603@mococo.nl>
Message-ID: <589c94400710101944y5dbfe973u90b129744da98c12@mail.gmail.com>

It's an experimental and untested patch that may help.

When a query has a "group by" part we really don't want to make it
distinct as I don't see any way it can have not unique entries in the
result set.

Patch is for DBIx::SearchBuilder, to try it use the following steps:
1) untar DBIx::SB's tarball
2) apply patch
3) install it
4) stop/start server
5) test, collect errors if any
6) reinstall clean DBIx::SB
7) stop/start server

On 10/10/07, Joop van de Wege <JoopvandeWege at mococo.nl> wrote:
> Emmanuel Lacour wrote:
> > On Wed, Oct 10, 2007 at 05:46:31PM +0200, Gianluca Cecchi wrote:
> >> Sorry main was an alias for Tickets table....
> >>
> >> If I use the same query on mysql 9without the comma...) I get:
> >>
> >> ERROR 1054 (42S22): Unknown column 'ObjectCustomFieldValues_1.Content' in 'field list'
> >>
> >> And the oracle error 904 is "invalid column name" too
> >>
> >
> > Here is the SQL for the same Graph on a MySQL RT, gived by StatementLog (graph by CustomFields works with MySQL):
> >
> > SELECT DISTINCT COUNT(main.id) AS id, ObjectCustomFieldValues_1.Content AS col1 FROM (Tickets main  LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1  ON ((ObjectCustomFieldValues_1.CustomField = '1')) AND ( (ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket')) AND ( (ObjectCustomFieldValues_1.Disabled = '0')) AND ( ObjectCustomFieldValues_1.ObjectId = main.id))   WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Created < '2007-10-31 23:00:00') AND (main.Created > '2007-09-29 22:00:00'))  GROUP BY ObjectCustomFieldValues_1.Content ;
> Weird, this one works without modification on Oracle XE.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.
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From david.hobley at mionegroup.com  Thu Oct 11 00:56:57 2007
From: david.hobley at mionegroup.com (David Hobley)
Date: Thu, 11 Oct 2007 14:56:57 +1000 (EST)
Subject: [rt-users] Can I deselect a Global Scrip on a per queue basis?
In-Reply-To: <470D61E8.9000006@lbl.gov>
Message-ID: <15892010.23141192078617570.JavaMail.root@zimbra>

Looking through the Mail archives, Dirk Pape has an extension for this, but all links point to his page which appears to no longer exist. Anyone have a link to the latest version of this extension? 

The link I have from the Wiki is: 

http://page.mi.fu-berlin.de/~pape/rt3screenshots/ 

Cheers, 
David 
----- Original Message ----- 
From: "Kenneth Crocker" <KFCrocker at lbl.gov> 
To: "David Hobley" <david.hobley at mionegroup.com> 
Cc: rt-users at lists.bestpractical.com 
Sent: Thursday, 11 October 2007 09:36:08 AM (GMT+1000) Australia/Brisbane 
Subject: Re: [rt-users] Can I deselect a Global Scrip on a per queue basis? 

David, 


Alas, I don't believe there is an easy way. The only way I know of is 
to make the scrips queue based. 


Kenn 
LBNL 

On 10/10/2007 3:43 PM, David Hobley wrote: 
> Hello, 
> 
> We have been using RT for a while and are very happy with it (once we 
> got our users trained up to the right level of geekyness). We have 
> approximately 25 queues currently for various problem areas with 9 or so 
> global scrips which apply to all queues and for the most part, this 
> works well. However, there are 2 or 3 queues for which we don't want to 
> apply the global scrips. 
> 
> Is there any way I can specify that a queue should not use a global scrip? 
> 
> The alternative appears to be to define per queue scrips which would be 
> painful for 25 queues, not to mention much more maintenance if we want 
> to change anything. 
> 
> Thanks for your time! 
> 
> -- 
> Cheers, 
> David Hobley 
> 
> 
> 
> 
> ------------------------------------------------------------------------ 
> 
> _______________________________________________ 
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
> 
> Community help: http://wiki.bestpractical.com 
> Commercial support: sales at bestpractical.com 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com 


-- 
Cheers, 
David Hobley 

IT Manager 
Creators of Miessence, MiVitality and MiEnviron 

Phone: +61 (7) 5582 7020 
Fax: +61 (7) 5539 6719 
USA Fax 1800 840 0827 
Email : david.hobley at mionegroup.com 
Website: www.mionegroup.com 


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From pape-rt at inf.fu-berlin.de  Thu Oct 11 01:36:58 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Thu, 11 Oct 2007 07:36:58 +0200
Subject: [rt-users] Reminders for nobody
In-Reply-To: <470D1CCB.5090205@lbl.gov>
References: <470D1CCB.5090205@lbl.gov>
Message-ID: <9892F0AC1195CFCB3D5853B7@[192.168.1.7]>

Hello,

--Am 10. Oktober 2007 11:41:15 -0700 schrieb Kenneth Crocker 
<KFCrocker at lbl.gov>:

> 	Awhile back I thought I saw an inquiry about how to get rid of reminders
> that had "Nobody" as the owner. I didn't see any resolutions on that. Did
> someone come up with one? I have, but I don't want to be redundant.

I also asked this and have been confirmed that it is a bug. I would like to 
see your resolution.

Regards,
Dirk.

-- 
Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654



From elacour at easter-eggs.com  Thu Oct 11 02:50:01 2007
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 11 Oct 2007 08:50:01 +0200
Subject: [rt-users] Bug in Chart fonts handling
In-Reply-To: <589c94400710101733h36826fbcxf38fcfa11c21a695@mail.gmail.com>
References: <20071010154725.GH14334@easter-eggs.com>
	<F900CA3F-BEC1-40DA-9C1E-6A89D66A4092@bestpractical.com>
	<589c94400710101733h36826fbcxf38fcfa11c21a695@mail.gmail.com>
Message-ID: <20071011065001.GA1618@easter-eggs.com>

On Thu, Oct 11, 2007 at 04:33:18AM +0400, Ruslan Zakirov wrote:
> Actually the changes Jesse's talking about are in 3.6.5 :)
> 

Thanks!


<Reminder for me>
always look at the last release before making cusom
changes on code ;)
</Reminder for me>

But there is a typo in RT_Config 3.6.5 for Font name:

Set($ChartFont, undef);

share/html/Search/Chart uses $RT::FontForCharts

So it works here with this in RT_SiteConfig.pm:

Set($FontForCharts, '/appli/rt/fonts/truetype/ttf-bitstream-vera/Vera.ttf');


From elacour at easter-eggs.com  Thu Oct 11 02:50:59 2007
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 11 Oct 2007 08:50:59 +0200
Subject: R: [rt-users] Chart grouped by customfield
In-Reply-To: <589c94400710101944y5dbfe973u90b129744da98c12@mail.gmail.com>
References: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD91@MAILSERVER.pevianimail.local>
	<20071010155836.GJ14334@easter-eggs.com>
	<470D1066.3050603@mococo.nl>
	<589c94400710101944y5dbfe973u90b129744da98c12@mail.gmail.com>
Message-ID: <20071011065059.GB1618@easter-eggs.com>

On Thu, Oct 11, 2007 at 06:44:04AM +0400, Ruslan Zakirov wrote:
> It's an experimental and untested patch that may help.
> 

It helps, and works here :))

Thanks you very much!



From JoopvandeWege at mococo.nl  Thu Oct 11 03:43:08 2007
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Thu, 11 Oct 2007 09:43:08 +0200
Subject: [rt-users] Can I deselect a Global Scrip on a per queue basis?
In-Reply-To: <15892010.23141192078617570.JavaMail.root@zimbra>
References: <15892010.23141192078617570.JavaMail.root@zimbra>
Message-ID: <470DD40C.3000804@mococo.nl>

David Hobley wrote:
> Looking through the Mail archives, Dirk Pape has an extension for this, 
> but all links point to his page which appears to no longer exist. Anyone 
> have a link to the latest version of this extension?
> 
> The link I have from the Wiki is:
> 
> http://page.mi.fu-berlin.de/~pape/rt3screenshots/
> 
This page does work for me. Scroll down until you see the 
Hiding/surpressing part en click on the download link. It will take you 
to a listing of different versions of the ticket.

Joop



From muralimanohara at gmail.com  Thu Oct 11 06:12:59 2007
From: muralimanohara at gmail.com (Murali Manohara)
Date: Thu, 11 Oct 2007 15:42:59 +0530
Subject: [rt-users] Slow ticket creation
Message-ID: <ce03c3020710110312y3a9d76exa7644691893c469@mail.gmail.com>

Hi,

I just installed the RT and i have found that whenever i create a new ticket
it will
take almost 62-65 second to complete the process.

Can you please tell me any ways to improve the speed.

I have a local relay ( sendmail / Linux ) for a hosted mail serer in US.


Thanks and Regards
Murali.
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From terence at deeproot.co.in  Thu Oct 11 07:29:28 2007
From: terence at deeproot.co.in (Terence Monteiro)
Date: Thu, 11 Oct 2007 16:59:28 +0530
Subject: [rt-users] Removing watchers from Cc list
Message-ID: <20071011165928.46beb0d2@laptop.holyfamily.in>

Hi,

We have an installation of RT for which members of a group, "Support Team"
are all watchers on the Queue "Support". Whenever, email is sent to the queue
correspondence address, mails go out to the group address.

If an email is sent to the queue correspondence address with a CC to one of us,
we get two emails, the extra one, because we are Ccs. The only way the extra email
can be blocked, I believe, is my the mail server (correct me if I'm wrong).

We also get added as Ccs for the ticket, so that we're both watchers and Ccs on
such tickets. Consequently, we get notification emails due to the scrips. Can I
configure RT to not add email addresses as Ccs if they belong to the watcher group?

-- 
Thanks and Regards,
Terence Monteiro.

DeepRoot Linux,
Ph: +91 (80) 4112 4784 / 85.



From iounes.gardon at mikrosimage.fr  Thu Oct 11 09:25:20 2007
From: iounes.gardon at mikrosimage.fr (Iounes GARDON /iog .Y)
Date: Thu, 11 Oct 2007 15:25:20 +0200
Subject: [rt-users] Removing watchers from Cc list
In-Reply-To: <20071011165928.46beb0d2@laptop.holyfamily.in>
References: <20071011165928.46beb0d2@laptop.holyfamily.in>
Message-ID: <fc.006ad24600ab12ba3b9aca003cd8a664.ab1584@mikrosimage.fr>

Hello Terence,

I see one way to do this and you need to create a new scrip. I can give
you some hints but you'll have to write it by yourself.

- For Custom Condition you can look the <RT PATH>/lib/RT/Group_Overlay.pm
You can use the HasMember value to check if a user is a member of a group.
- For the Custom Action you have to use the <RT
PATH>/lib/RT/Ticket_Overlay.pm.
I'll suggest you to use the $self->TicketObj->DeleteWatcher

Use the perldoc linux command to explore <RT
PATH>/lib/RT/Ticket_Overlay.pm and <RT PATH>/lib/RT/Group_Overlay.pm
Use the wiki (http://wiki.bestpractical.com/view/Contributions) to help
you to write your scrip.

Good luck!

--
Iounes GARDON
www.mikrosimage.fr



From jesse at bestpractical.com  Thu Oct 11 11:40:56 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 11 Oct 2007 11:40:56 -0400
Subject: [rt-users] Bug in Chart fonts handling
In-Reply-To: <20071011065001.GA1618@easter-eggs.com>
References: <20071010154725.GH14334@easter-eggs.com>
	<F900CA3F-BEC1-40DA-9C1E-6A89D66A4092@bestpractical.com>
	<589c94400710101733h36826fbcxf38fcfa11c21a695@mail.gmail.com>
	<20071011065001.GA1618@easter-eggs.com>
Message-ID: <9873991A-417F-4549-99CF-759C8EECBF23@bestpractical.com>

Thanks. I standardized on ChartFont for 3.6.6

-jesse

On Oct 11, 2007, at 2:50 AM, Emmanuel Lacour wrote:

> On Thu, Oct 11, 2007 at 04:33:18AM +0400, Ruslan Zakirov wrote:
>> Actually the changes Jesse's talking about are in 3.6.5 :)
>>
>
> Thanks!
>
>
> <Reminder for me>
> always look at the last release before making cusom
> changes on code ;)
> </Reminder for me>
>
> But there is a typo in RT_Config 3.6.5 for Font name:
>
> Set($ChartFont, undef);
>
> share/html/Search/Chart uses $RT::FontForCharts
>
> So it works here with this in RT_SiteConfig.pm:
>
> Set($FontForCharts, '/appli/rt/fonts/truetype/ttf-bitstream-vera/ 
> Vera.ttf');
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jarends at uiuc.edu  Thu Oct 11 12:44:20 2007
From: jarends at uiuc.edu (John Arends)
Date: Thu, 11 Oct 2007 11:44:20 -0500
Subject: [rt-users] Problem with a user. Database problem?
Message-ID: <470E52E4.10804@uiuc.edu>

I just brought up a new RT system, and I have one user that appears to 
be broken and I can't figure out what the problem was.

The current permissions situation is very simple. I created a group 
which all my users belong to, and then created a number of queues, and 
gave the group permissions on the queues.

For some reason when logging in as my one user, I was unable to see the 
list of queues I should have permission to see in the Quick Search box. 
It displayed empty. If I clicked the edit button, I could then see all 
the queues there (with their boxes already checked). I hit save, and the 
queues all show up in the user's quick search box.

So this user can see the queues to some extent, but the user does not 
have permission to create tickets in any of the queues. The "New Ticket 
in" drop down menu appears blank.

This makes no sense as the user is in a group that has CreateTicket 
rights for all these queues as well as SeeQueue. Further, all the other 
members of the group can see everything as I intend. For some reason 
this one user is broken.

I don't think this is a permissions issue, because nothing unusual has 
been done, and this 'bad' user is in a group exactly like other accounts 
which do work properly. None of the users have any privs assigned to 
them separately.

Any ideas?


From jarends at uiuc.edu  Thu Oct 11 12:49:52 2007
From: jarends at uiuc.edu (John Arends)
Date: Thu, 11 Oct 2007 11:49:52 -0500
Subject: [rt-users] Problem with a user. Database problem?
In-Reply-To: <470E52E4.10804@uiuc.edu>
References: <470E52E4.10804@uiuc.edu>
Message-ID: <470E5430.7070801@uiuc.edu>

I hate to reply to myself, but I just discovered even if I make this 
"problem" user a superuser, it still can not create tickets because the 
drop down menu for creating tickets is still empty.

Could I have a serious database problem? Has anyone seen this before?

John Arends wrote:
> I just brought up a new RT system, and I have one user that appears to 
> be broken and I can't figure out what the problem was.
> 
> The current permissions situation is very simple. I created a group 
> which all my users belong to, and then created a number of queues, and 
> gave the group permissions on the queues.
> 
> For some reason when logging in as my one user, I was unable to see the 
> list of queues I should have permission to see in the Quick Search box. 
> It displayed empty. If I clicked the edit button, I could then see all 
> the queues there (with their boxes already checked). I hit save, and the 
> queues all show up in the user's quick search box.
> 
> So this user can see the queues to some extent, but the user does not 
> have permission to create tickets in any of the queues. The "New Ticket 
> in" drop down menu appears blank.
> 
> This makes no sense as the user is in a group that has CreateTicket 
> rights for all these queues as well as SeeQueue. Further, all the other 
> members of the group can see everything as I intend. For some reason 
> this one user is broken.
> 
> I don't think this is a permissions issue, because nothing unusual has 
> been done, and this 'bad' user is in a group exactly like other accounts 
> which do work properly. None of the users have any privs assigned to 
> them separately.
> 
> Any ideas?


From KFCrocker at lbl.gov  Thu Oct 11 13:14:50 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 11 Oct 2007 10:14:50 -0700
Subject: [rt-users] Reminders for nobody
In-Reply-To: <9892F0AC1195CFCB3D5853B7@[192.168.1.7]>
References: <470D1CCB.5090205@lbl.gov> <9892F0AC1195CFCB3D5853B7@[192.168.1.7]>
Message-ID: <470E5A0A.9090804@lbl.gov>

Dirk,


	Sure. I used RT Query to pull tickets from a queue and then used the 
advanced module to add "AND TYPE = 'reminder'". The results showed all 
reminders, including the ones that belonged to "Nobody'. I selected Bulk 
Update and unchecked the reminders I didn't want updated and then 
selected to update the status to "resolved' and hit update. All 
reminders with nobody were resolved. I could now enter a good reminder 
with an owner. It's not a patch, just a method. Hope it helps.


Kenn
LBNL

On 10/10/2007 10:36 PM, Dirk Pape wrote:
> Hello,
> 
> --Am 10. Oktober 2007 11:41:15 -0700 schrieb Kenneth Crocker 
> <KFCrocker at lbl.gov>:
> 
>>     Awhile back I thought I saw an inquiry about how to get rid of 
>> reminders
>> that had "Nobody" as the owner. I didn't see any resolutions on that. Did
>> someone come up with one? I have, but I don't want to be redundant.
> 
> I also asked this and have been confirmed that it is a bug. I would like 
> to see your resolution.
> 
> Regards,
> Dirk.
> 


From KFCrocker at lbl.gov  Thu Oct 11 13:18:54 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 11 Oct 2007 10:18:54 -0700
Subject: [rt-users] Slow ticket creation
In-Reply-To: <ce03c3020710110312y3a9d76exa7644691893c469@mail.gmail.com>
References: <ce03c3020710110312y3a9d76exa7644691893c469@mail.gmail.com>
Message-ID: <470E5AFE.4050903@lbl.gov>

Murali,


	I'm not completely sure, but it could be that if you granted all rights 
globally to everyone, it might slow the process down. Every connection 
for every ticket for every person could mean a lot of record writing and 
I/O is thousands of times slower than regular code or just up[date a 
couple records. Just a thought.


Kenn
LBNL

On 10/11/2007 3:12 AM, Murali Manohara wrote:
> Hi,
> 
> I just installed the RT and i have found that whenever i create a new 
> ticket it will
> take almost 62-65 second to complete the process.
> 
> Can you please tell me any ways to improve the speed.
> 
> I have a local relay ( sendmail / Linux ) for a hosted mail serer in US.
> 
> 
> Thanks and Regards
> Murali.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From KFCrocker at lbl.gov  Thu Oct 11 13:29:19 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 11 Oct 2007 10:29:19 -0700
Subject: [rt-users] Removing watchers from Cc list
In-Reply-To: <20071011165928.46beb0d2@laptop.holyfamily.in>
References: <20071011165928.46beb0d2@laptop.holyfamily.in>
Message-ID: <470E5D6F.2080605@lbl.gov>

Terence,


	Once and awhile we get that because a user sends in a reply or whatever 
and adds a support team name as a "cc" in the reply. We just have to 
remind them that if they are sending any type of E_mail to RT, then they 
should let RT handle the "CC" business for support personnel since it 
already knows who to contact. We don't like to mess with the code unless 
absolutely necessary. It works 99.999% of the time. Just a thought.


Kenn
LBNL

On 10/11/2007 4:29 AM, Terence Monteiro wrote:
> Hi,
> 
> We have an installation of RT for which members of a group, "Support Team"
> are all watchers on the Queue "Support". Whenever, email is sent to the queue
> correspondence address, mails go out to the group address.
> 
> If an email is sent to the queue correspondence address with a CC to one of us,
> we get two emails, the extra one, because we are Ccs. The only way the extra email
> can be blocked, I believe, is my the mail server (correct me if I'm wrong).
> 
> We also get added as Ccs for the ticket, so that we're both watchers and Ccs on
> such tickets. Consequently, we get notification emails due to the scrips. Can I
> configure RT to not add email addresses as Ccs if they belong to the watcher group?
> 


From JKataria at wellington.com  Thu Oct 11 14:09:14 2007
From: JKataria at wellington.com (Kataria, Jitender)
Date: Thu, 11 Oct 2007 14:09:14 -0400
Subject: [rt-users] SecureScout RT 3.4.5 Create ticket is not listing any
	owner
Message-ID: <62D478C533C9A04D89118E49726E1F584F0A81@PROD-MSG-CLU-04.messaging.wellmanage.com>

I have installed SecureScout (Windows) RT 3.4.5.
I have worked on RT in past but not on the Window's version.
I am trying to create a ticket but the create ticket is not populating
the owner list (it shows only nobody).
I have configured multiple users and given them all (which inluded
own,create etc) the access from global to queue level.

Please suggest how to resolve this issue.

Thanks,
Jitender

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From ruz at bestpractical.com  Thu Oct 11 15:11:15 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 11 Oct 2007 23:11:15 +0400
Subject: R: [rt-users] Chart grouped by customfield
In-Reply-To: <20071011065059.GB1618@easter-eggs.com>
References: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD91@MAILSERVER.pevianimail.local>
	<20071010155836.GJ14334@easter-eggs.com> <470D1066.3050603@mococo.nl>
	<589c94400710101944y5dbfe973u90b129744da98c12@mail.gmail.com>
	<20071011065059.GB1618@easter-eggs.com>
Message-ID: <589c94400710111211g1157acamdc4dcbd8f0658f5f@mail.gmail.com>

On 10/11/07, Emmanuel Lacour <elacour at easter-eggs.com> wrote:
> On Thu, Oct 11, 2007 at 06:44:04AM +0400, Ruslan Zakirov wrote:
> > It's an experimental and untested patch that may help.
> >
>
> It helps, and works here :))
>
> Thanks you very much!

That's cool, let it spin for several days... And may be during next
week we'll release new version of SB.

Joop, any comments?

-- 
Best regards, Ruslan.


From JoopvandeWege at mococo.nl  Thu Oct 11 16:08:19 2007
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Thu, 11 Oct 2007 22:08:19 +0200
Subject: R: [rt-users] Chart grouped by customfield
In-Reply-To: <589c94400710111211g1157acamdc4dcbd8f0658f5f@mail.gmail.com>
References: <A6EA8BA3E2776540BBC22A6C4D259D7301ACAD91@MAILSERVER.pevianimail.local>	<20071010155836.GJ14334@easter-eggs.com>
	<470D1066.3050603@mococo.nl>	<589c94400710101944y5dbfe973u90b129744da98c12@mail.gmail.com>	<20071011065059.GB1618@easter-eggs.com>
	<589c94400710111211g1157acamdc4dcbd8f0658f5f@mail.gmail.com>
Message-ID: <470E82B3.8030006@mococo.nl>

Ruslan Zakirov wrote:
> On 10/11/07, Emmanuel Lacour <elacour at easter-eggs.com> wrote:
>> On Thu, Oct 11, 2007 at 06:44:04AM +0400, Ruslan Zakirov wrote:
>>> It's an experimental and untested patch that may help.
>>>
>> It helps, and works here :))
>>
>> Thanks you very much!
> 
> That's cool, let it spin for several days... And may be during next
> week we'll release new version of SB.
> 
> Joop, any comments?
Haven't had time to try the patch on our test instance and don't know 
when I will. Might be somewhere next week.
The patch looks clean to me and if that statement that worked is the 
result of this patch then it looks certainly OK.

Joop





From sturner at MIT.EDU  Thu Oct 11 17:03:21 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 11 Oct 2007 17:03:21 -0400
Subject: [rt-users] User missing from "Everyone" group
Message-ID: <20071011170321.0cjljzy4980skckc@webmail.mit.edu>

Can anyone think of a reason why a user in the RT database would not appear in
the "Everyone" group?

The user id is 709157
The "Everyone" group id is 3

This query returns no rows:

select *  from groupmembers where groupid = 3 and memberid = 709157;

I've arrived at this point trying to track down why this user gets the message
"No permissions to create ticket in 'queue-x' " when in fact queue-x allows
SeeQueue and CreateTicket to Everyone.

The user is allowed access to RT but is not privileged. His Membership screen
shows no memberships - other users with these permissions show "Everyone" and
"Unprivileged" in the membership. This smells like data corruption.

Thanks,
Steve


From Deepika.Bhatia at prosum.com  Thu Oct 11 19:06:38 2007
From: Deepika.Bhatia at prosum.com (Deepika Bhatia)
Date: Thu, 11 Oct 2007 16:06:38 -0700
Subject: [rt-users] Unable to load a valid user. 
Message-ID: <E7ABF95661A337488ECCB8A1CF7172780D88F692A5@Pomegranate.prosum.com>

We are in the process of upgrading from 3.4.2 to 3.6.2. We are also moving the database from mySQL to ORACLE at the same time. While doing the testing, we ran into this problem.  While creating a new ticket via email, we receive the following Error.


"RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (xxx at xxx.com<mailto:xxx at xxx.com>).



You might need to grant 'Everyone' the right 'CreateTicket' for the queue CSG General."



We have checked the rights for the "Everyone" group and the "CreateTicket" right exists on the "CSG General" queue. I have checked the Email Aliases also and there is no issue there.



Email Aliases Setup
csg: "|/etc/smrsh/rt-mailgate --queue 'CSG General' --action correspond --url http://localhost/"
mnsnet: "|/etc/smrsh/rt-mailgate --queue 'mnsnet' --action correspond --url http://localhost/"



There is no LDAP authentication setup done. Any ideas on what could be the issue here?



Thanks!

Deepika.

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From gbrown2 at hallmark.com  Thu Oct 11 22:13:06 2007
From: gbrown2 at hallmark.com (Gary Lon Brown)
Date: Thu, 11 Oct 2007 21:13:06 -0500
Subject: [rt-users] RT::Queue::TicketCustomFields Unimplemented in
	HTML::Mason::Commands
Message-ID: <OFFD2C6CCD.CDB17A1F-ON86257372.000BB5E8-86257372.000C2EB9@hallmark.com>


I just upgraded RT 3.2.x to 3.4.x then to 3.6.5 with Apache 1.3.39 running
on a Linux server with Perl 5.8.3. It's configured with fastcgi because of
some issues with mod_perl.

PROBLEM: Now when we view a ticket we get the following error. I've seen
the exact error posted several places but have not seen a solution to the
problem. Please advise ASAP as we've been down now for a couple of days.

Raw:

RT::Queue::TicketCustomFields Unimplemented in HTML::Mason::Commands.
(/opt/rt3/share/html/Ticket/Elements/ShowSummary line 57)


Trace begun at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm line
131
HTML::Mason::Exceptions::rethrow_exception('RT::Queue::TicketCustomFields
Unimplemented in HTML::Mason::Commands.
(/opt/rt3/share/html/Ticket/Elements/ShowSummary line 57) ^J') called at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 496
DBIx::SearchBuilder::Record::AUTOLOAD('RT::Queue=HASH(0xaacd20c)') called
at /opt/rt3/share/html/Ticket/Elements/ShowSummary line 57
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xacd7414)',
'Attachments', 'RT::Attachments=HASH(0xace3494)') called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xacc7644)',
 'Ticket', 'RT::Ticket=HASH(0xacd7414)', 'Attachments',
'RT::Attachments=HASH(0xace3494)') called at /usr/lib/perl5/site_perl/5.8.3
/HTML/Mason/Request.pm line 1074
eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
1068
HTML::Mason::Request::comp(undef, undef, 'Ticket',
'RT::Ticket=HASH(0xacd7414)', 'Attachments',
'RT::Attachments=HASH(0xace3494)') called at
/opt/rt3/share/html/Ticket/Display.html line 58
HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.3
/HTML/Mason/Request.pm line 1131
eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
1131
HTML::Mason::Request::content('HTML::Mason::Request::CGI=HASH(0xabdd71c)')
called at /opt/rt3/share/html/Widgets/TitleBox line 51
HTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xac54ed0)',
 'title', 'Ticket metadata') called at /usr/lib/perl5/site_perl/5.8.3
/HTML/Mason/Request.pm line 1074
eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
1068
HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Ticket metadata')
called at /opt/rt3/share/html/Ticket/Display.html line 59
HTML::Mason::Commands::__ANON__('id', 30942) called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa778bb0)',
 'id', 30942) called at /usr/lib/perl5/site_perl/5.8.3
/HTML/Mason/Request.pm line 1074
eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
1068
HTML::Mason::Request::comp(undef, undef, undef, 'id', 30942) called at
/opt/rt3/share/html/autohandler line 291
HTML::Mason::Commands::__ANON__('id', 30942) called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaa82f2c)',
 'id', 30942) called at /usr/lib/perl5/site_perl/5.8.3
/HTML/Mason/Request.pm line 1069
eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
1068
HTML::Mason::Request::comp(undef, undef, undef, 'id', 30942) called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338
eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338
eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 297
HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xabdd71c)')
called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 197
eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line
197
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xabdd71c)')
 called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Interp.pm line 216
HTML::Mason::Interp::exec(undef, undef, 'id', 30942) called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 127
eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line
127
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0xa66c998)',
 'HASH(0xabd280c)') called at /usr/lib/perl5/site_perl/5.8.3
/HTML/Mason/CGIHandler.pm line 76
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0xa66c998)',
 'CGI::Fast=HASH(0xabde154)') called at /opt/rt3/bin/mason_handler.fcgi
line 78
eval {...} at /opt/rt3/bin/mason_handler.fcgi line 78

Gary
______________________________
Gary Lon Brown
I/T Internet Support Team
Hallmark Cards, Inc.
2501 McGee, 5C-M01-1, MD#100
Kansas City, MO 64108
Desk: 816-545-2853 * Cell: 816-718-8804
E-Mail: gbrown2 at hallmark.com * Yahoo IM: gbrown2hm
Text msg: 8167188804 at cingularme.com
|------------------------------------------------------------------------|
|This message, including any attachments, is for the designated recipient|
|only and/or Hallmark Cards, Inc. employees.  It may contain privileged, |
|proprietary, or otherwise private information.  If you have received it |
|in error, please notify the sender immediately and delete the original. |
|Any other use of the e-mail, disclosure of the information, or          |
|distribution by you is prohibited.                                      |
|------------------------------------------------------------------------|





From muralimanohara at gmail.com  Fri Oct 12 01:09:07 2007
From: muralimanohara at gmail.com (Murali Manohara)
Date: Fri, 12 Oct 2007 10:39:07 +0530
Subject: [rt-users] Slow ticket creation
In-Reply-To: <470E5AFE.4050903@lbl.gov>
References: <ce03c3020710110312y3a9d76exa7644691893c469@mail.gmail.com>
	<470E5AFE.4050903@lbl.gov>
Message-ID: <ce03c3020710112209j6e7615d4ma4c7bab2ecdb9839@mail.gmail.com>

Hi Kenneth

Thanks for the reply.

The actual issue was that there was no entry for the local domain in the
name server or at hosts file.
After entrying the same it is working normal now.

Regards
Murali.

On 10/11/07, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
>
> Murali,
>
>
>         I'm not completely sure, but it could be that if you granted all
> rights
> globally to everyone, it might slow the process down. Every connection
> for every ticket for every person could mean a lot of record writing and
> I/O is thousands of times slower than regular code or just up[date a
> couple records. Just a thought.
>
>
> Kenn
> LBNL
>
> On 10/11/2007 3:12 AM, Murali Manohara wrote:
> > Hi,
> >
> > I just installed the RT and i have found that whenever i create a new
> > ticket it will
> > take almost 62-65 second to complete the process.
> >
> > Can you please tell me any ways to improve the speed.
> >
> > I have a local relay ( sendmail / Linux ) for a hosted mail serer in US.
> >
> >
> > Thanks and Regards
> > Murali.
> >
> >
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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 crpatter at ci.grand-rapids.mi.us  Fri Oct 12 10:57:04 2007
From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig)
Date: Fri, 12 Oct 2007 10:57:04 -0400
Subject: [rt-users] Asset Tracker: add link to asset from Ticket custom field
Message-ID: <B91A344EF1E1C645B0319809F04BD716018AD169@C201MSGC0206.grand-rapids.mi.us>

Everyone,

I apologize for posting this on the RT list, but I can not find even an
archive of the old AT list, and I'm sure I've seen the answer to my
question there. 

Basically, I want to be able to link a ticket to an asset by putting the
assets id in a custom field for the ticket.  I recall that it was quite
simple.  You needed to put in a value in the "Link values to" for the
tickets custom field, I just don't recall for the format was.

Thanks for the help,

Craig Patterson
Application Developer/SDE Administrator
Northrop Grumman IT/City of Grand Rapids
(616)456-3645
crpatter at grcity.us



From jesse at bestpractical.com  Fri Oct 12 11:17:46 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 12 Oct 2007 11:17:46 -0400
Subject: [rt-users] RT::Queue::TicketCustomFields Unimplemented in
	HTML::Mason::Commands
In-Reply-To: <OFFD2C6CCD.CDB17A1F-ON86257372.000BB5E8-86257372.000C2EB9@hallmark.com>
References: <OFFD2C6CCD.CDB17A1F-ON86257372.000BB5E8-86257372.000C2EB9@hallmark.com>
Message-ID: <6A4ED81F-7456-4E64-8073-43D58A49D72D@bestpractical.com>


On Oct 11, 2007, at 10:13 PM, Gary Lon Brown wrote:

>
> I just upgraded RT 3.2.x to 3.4.x then to 3.6.5 with Apache 1.3.39  
> running
> on a Linux server with Perl 5.8.3. It's configured with fastcgi  
> because of
> some issues with mod_perl.
>
> PROBLEM: Now when we view a ticket we get the following error. I've  
> seen
> the exact error posted several places but have not seen a solution  
> to the
> problem. Please advise ASAP as we've been down now for a couple of  
> days.
>

Have you done "rm -rf /opt/rt3/var/mason_data/obj" and stopped and  
started apache?

> Raw:
>
> RT::Queue::TicketCustomFields Unimplemented in HTML::Mason::Commands.
> (/opt/rt3/share/html/Ticket/Elements/ShowSummary line 57)
>
>
> Trace begun at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ 
> Exceptions.pm line
> 131
> HTML::Mason::Exceptions::rethrow_exception 
> ('RT::Queue::TicketCustomFields
> Unimplemented in HTML::Mason::Commands.
> (/opt/rt3/share/html/Ticket/Elements/ShowSummary line 57) ^J')  
> called at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 496
> DBIx::SearchBuilder::Record::AUTOLOAD('RT::Queue=HASH(0xaacd20c)')  
> called
> at /opt/rt3/share/html/Ticket/Elements/ShowSummary line 57
> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH 
> (0xacd7414)',
> 'Attachments', 'RT::Attachments=HASH(0xace3494)') called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 136
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH 
> (0xacc7644)',
>  'Ticket', 'RT::Ticket=HASH(0xacd7414)', 'Attachments',
> 'RT::Attachments=HASH(0xace3494)') called at /usr/lib/perl5/ 
> site_perl/5.8.3
> /HTML/Mason/Request.pm line 1074
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm  
> line
> 1068
> HTML::Mason::Request::comp(undef, undef, 'Ticket',
> 'RT::Ticket=HASH(0xacd7414)', 'Attachments',
> 'RT::Attachments=HASH(0xace3494)') called at
> /opt/rt3/share/html/Ticket/Display.html line 58
> HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.3
> /HTML/Mason/Request.pm line 1131
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm  
> line
> 1131
> HTML::Mason::Request::content('HTML::Mason::Request::CGI=HASH 
> (0xabdd71c)')
> called at /opt/rt3/share/html/Widgets/TitleBox line 51
> HTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 136
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH 
> (0xac54ed0)',
>  'title', 'Ticket metadata') called at /usr/lib/perl5/site_perl/5.8.3
> /HTML/Mason/Request.pm line 1074
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm  
> line
> 1068
> HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Ticket  
> metadata')
> called at /opt/rt3/share/html/Ticket/Display.html line 59
> HTML::Mason::Commands::__ANON__('id', 30942) called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 136
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH 
> (0xa778bb0)',
>  'id', 30942) called at /usr/lib/perl5/site_perl/5.8.3
> /HTML/Mason/Request.pm line 1074
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm  
> line
> 1068
> HTML::Mason::Request::comp(undef, undef, undef, 'id', 30942) called at
> /opt/rt3/share/html/autohandler line 291
> HTML::Mason::Commands::__ANON__('id', 30942) called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 136
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH 
> (0xaa82f2c)',
>  'id', 30942) called at /usr/lib/perl5/site_perl/5.8.3
> /HTML/Mason/Request.pm line 1069
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm  
> line
> 1068
> HTML::Mason::Request::comp(undef, undef, undef, 'id', 30942) called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm  
> line 338
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm  
> line 297
> HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH 
> (0xabdd71c)')
> called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm  
> line 197
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ 
> CGIHandler.pm line
> 197
> HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH 
> (0xabdd71c)')
>  called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Interp.pm line  
> 216
> HTML::Mason::Interp::exec(undef, undef, 'id', 30942) called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 127
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ 
> CGIHandler.pm line
> 127
> HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH 
> (0xa66c998)',
>  'HASH(0xabd280c)') called at /usr/lib/perl5/site_perl/5.8.3
> /HTML/Mason/CGIHandler.pm line 76
> HTML::Mason::CGIHandler::handle_cgi_object 
> ('HTML::Mason::CGIHandler=HASH(0xa66c998)',
>  'CGI::Fast=HASH(0xabde154)') called at /opt/rt3/bin/ 
> mason_handler.fcgi
> line 78
> eval {...} at /opt/rt3/bin/mason_handler.fcgi line 78
>
> Gary
> ______________________________
> Gary Lon Brown
> I/T Internet Support Team
> Hallmark Cards, Inc.
> 2501 McGee, 5C-M01-1, MD#100
> Kansas City, MO 64108
> Desk: 816-545-2853 * Cell: 816-718-8804
> E-Mail: gbrown2 at hallmark.com * Yahoo IM: gbrown2hm
> Text msg: 8167188804 at cingularme.com
> |--------------------------------------------------------------------- 
> ---|
> |This message, including any attachments, is for the designated  
> recipient|
> |only and/or Hallmark Cards, Inc. employees.  It may contain  
> privileged, |
> |proprietary, or otherwise private information.  If you have  
> received it |
> |in error, please notify the sender immediately and delete the  
> original. |
> |Any other use of the e-mail, disclosure of the information,  
> or          |
> |distribution by you is  
> prohibited.                                      |
> |--------------------------------------------------------------------- 
> ---|
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Fri Oct 12 11:56:03 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 12 Oct 2007 11:56:03 -0400
Subject: [rt-users] Shredder error and solution
Message-ID: <6.2.3.4.2.20071012114907.04102e20@po14.mit.edu>

Hello Ruslan,

I'm getting an error with Shredder 0.07 when trying to shred users:

rtx-shredder --force --plugin "Users=limit,100"

[Fri Oct 12 15:40:44 2007] [crit]: Can't locate object method 
"caught" via package "RTx::Shredder::Exception::Info" at 
./rtx-shredder line 109.
  (/usr/local/rt3/lib/RT.pm:285)

This error has been reported a few times on rt-users, but I didn't 
see a solution.

I believe it's caused by having an old version of Exception::Class 
installed. The latest version is 1.23 - we have 1.20 installed, which 
does not include the "caught" method.

Anyway, no reply necessary - I just thought I would post this in case 
someone else ran into the problem.

Steve


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




From gbrown2 at hallmark.com  Fri Oct 12 12:20:57 2007
From: gbrown2 at hallmark.com (Gary Lon Brown)
Date: Fri, 12 Oct 2007 11:20:57 -0500
Subject: [rt-users] RT::Queue::TicketCustomFields Unimplemented in
	HTML::Mason::Commands
In-Reply-To: <6A4ED81F-7456-4E64-8073-43D58A49D72D@bestpractical.com>
Message-ID: <OF8C8C9915.24FC547A-ON86257372.0059C467-86257372.0059CC2E@hallmark.com>



Yes, many times. Thanks for the reply.

Gary
______________________________
Gary Lon Brown
I/T Internet Support Team
Hallmark Cards, Inc.
2501 McGee, 5C-M01-1, MD#100
Kansas City, MO 64108
Desk: 816-545-2853 * Cell: 816-718-8804
E-Mail: gbrown2 at hallmark.com * Yahoo IM: gbrown2hm
Text msg: 8167188804 at cingularme.com



                                                                           
             Jesse Vincent                                                 
             <jesse at bestpracti                                             
             cal.com>                                                   To 
                                       Gary Lon Brown                      
             10/12/2007 10:17          <gbrown2 at hallmark.com>              
             AM                                                         cc 
                                       rt-users at lists.bestpractical.com    
                                                                   Subject 
                                       Re: [rt-users]                      
                                       RT::Queue::TicketCustomFields       
                                       Unimplemented in                    
                                       HTML::Mason::Commands               
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           





On Oct 11, 2007, at 10:13 PM, Gary Lon Brown wrote:

>
> I just upgraded RT 3.2.x to 3.4.x then to 3.6.5 with Apache 1.3.39
> running
> on a Linux server with Perl 5.8.3. It's configured with fastcgi
> because of
> some issues with mod_perl.
>
> PROBLEM: Now when we view a ticket we get the following error. I've
> seen
> the exact error posted several places but have not seen a solution
> to the
> problem. Please advise ASAP as we've been down now for a couple of
> days.
>

Have you done "rm -rf /opt/rt3/var/mason_data/obj" and stopped and
started apache?

> Raw:
>
> RT::Queue::TicketCustomFields Unimplemented in HTML::Mason::Commands.
> (/opt/rt3/share/html/Ticket/Elements/ShowSummary line 57)
>
>
> Trace begun at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/
> Exceptions.pm line
> 131
> HTML::Mason::Exceptions::rethrow_exception
> ('RT::Queue::TicketCustomFields
> Unimplemented in HTML::Mason::Commands.
> (/opt/rt3/share/html/Ticket/Elements/ShowSummary line 57) ^J')
> called at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 496
> DBIx::SearchBuilder::Record::AUTOLOAD('RT::Queue=HASH(0xaacd20c)')
> called
> at /opt/rt3/share/html/Ticket/Elements/ShowSummary line 57
> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH
> (0xacd7414)',
> 'Attachments', 'RT::Attachments=HASH(0xace3494)') called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 136
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH
> (0xacc7644)',
>  'Ticket', 'RT::Ticket=HASH(0xacd7414)', 'Attachments',
> 'RT::Attachments=HASH(0xace3494)') called at /usr/lib/perl5/
> site_perl/5.8.3
> /HTML/Mason/Request.pm line 1074
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm
> line
> 1068
> HTML::Mason::Request::comp(undef, undef, 'Ticket',
> 'RT::Ticket=HASH(0xacd7414)', 'Attachments',
> 'RT::Attachments=HASH(0xace3494)') called at
> /opt/rt3/share/html/Ticket/Display.html line 58
> HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.3
> /HTML/Mason/Request.pm line 1131
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm
> line
> 1131
> HTML::Mason::Request::content('HTML::Mason::Request::CGI=HASH
> (0xabdd71c)')
> called at /opt/rt3/share/html/Widgets/TitleBox line 51
> HTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 136
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH
> (0xac54ed0)',
>  'title', 'Ticket metadata') called at /usr/lib/perl5/site_perl/5.8.3
> /HTML/Mason/Request.pm line 1074
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm
> line
> 1068
> HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Ticket
> metadata')
> called at /opt/rt3/share/html/Ticket/Display.html line 59
> HTML::Mason::Commands::__ANON__('id', 30942) called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 136
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH
> (0xa778bb0)',
>  'id', 30942) called at /usr/lib/perl5/site_perl/5.8.3
> /HTML/Mason/Request.pm line 1074
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm
> line
> 1068
> HTML::Mason::Request::comp(undef, undef, undef, 'id', 30942) called at
> /opt/rt3/share/html/autohandler line 291
> HTML::Mason::Commands::__ANON__('id', 30942) called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 136
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH
> (0xaa82f2c)',
>  'id', 30942) called at /usr/lib/perl5/site_perl/5.8.3
> /HTML/Mason/Request.pm line 1069
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm
> line
> 1068
> HTML::Mason::Request::comp(undef, undef, undef, 'id', 30942) called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm
> line 338
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm
> line 297
> HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH
> (0xabdd71c)')
> called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm
> line 197
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/
> CGIHandler.pm line
> 197
> HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH
> (0xabdd71c)')
>  called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Interp.pm line
> 216
> HTML::Mason::Interp::exec(undef, undef, 'id', 30942) called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 127
> eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/
> CGIHandler.pm line
> 127
> HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH
> (0xa66c998)',
>  'HASH(0xabd280c)') called at /usr/lib/perl5/site_perl/5.8.3
> /HTML/Mason/CGIHandler.pm line 76
> HTML::Mason::CGIHandler::handle_cgi_object
> ('HTML::Mason::CGIHandler=HASH(0xa66c998)',
>  'CGI::Fast=HASH(0xabde154)') called at /opt/rt3/bin/
> mason_handler.fcgi
> line 78
> eval {...} at /opt/rt3/bin/mason_handler.fcgi line 78
>
> Gary
> ______________________________
> Gary Lon Brown
> I/T Internet Support Team
> Hallmark Cards, Inc.
> 2501 McGee, 5C-M01-1, MD#100
> Kansas City, MO 64108
> Desk: 816-545-2853 * Cell: 816-718-8804
> E-Mail: gbrown2 at hallmark.com * Yahoo IM: gbrown2hm
> Text msg: 8167188804 at cingularme.com
> |---------------------------------------------------------------------
> ---|
> |This message, including any attachments, is for the designated
> recipient|
> |only and/or Hallmark Cards, Inc. employees.  It may contain
> privileged, |
> |proprietary, or otherwise private information.  If you have
> received it |
> |in error, please notify the sender immediately and delete the
> original. |
> |Any other use of the e-mail, disclosure of the information,
> or          |
> |distribution by you is
> prohibited.                                      |
> |---------------------------------------------------------------------
> ---|
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

[attachment "PGP.sig" deleted by Gary Lon Brown/Contract/HALLMARK]
|------------------------------------------------------------------------|
|This message, including any attachments, is for the designated recipient|
|only and/or Hallmark Cards, Inc. employees.  It may contain privileged, |
|proprietary, or otherwise private information.  If you have received it |
|in error, please notify the sender immediately and delete the original. |
|Any other use of the e-mail, disclosure of the information, or          |
|distribution by you is prohibited.                                      |
|------------------------------------------------------------------------|





From MMoon at verimatrix.com  Fri Oct 12 12:55:42 2007
From: MMoon at verimatrix.com (Michael Moon)
Date: Fri, 12 Oct 2007 09:55:42 -0700
Subject: [rt-users] Trouble installing GD dependency - error gd.h no such
	file or directory
Message-ID: <43429D03010BDB4BB5E91FEF49971B91035C9647@mainframe.verimatrix.com>

I am trying to install RT 3.6.5 on Redhat 4.5 EL. When I run make
testdeps I show the following missing:

 

GD::Text     Missing

GD       Missing

GD::Graph   Missing

 

When I attempt to install GD-2.35 I get the error gd.h  no such file or
directory. 

 

Do I need the devel version to get the header files?  Anyone familiar
with the GD devel package? 

 

Thanks,

 

 

 

 

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From jesse at bestpractical.com  Fri Oct 12 13:13:42 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 12 Oct 2007 13:13:42 -0400
Subject: [rt-users] User missing from "Everyone" group
In-Reply-To: <20071011170321.0cjljzy4980skckc@webmail.mit.edu>
References: <20071011170321.0cjljzy4980skckc@webmail.mit.edu>
Message-ID: <88212985-A309-400A-AB91-DB3A1561B0D5@bestpractical.com>


On Oct 11, 2007, at 5:03 PM, Stephen Turner wrote:

> Can anyone think of a reason why a user in the RT database would  
> not appear in
> the "Everyone" group?
>
> The user id is 709157
> The "Everyone" group id is 3
>
> This query returns no rows:
>
> select *  from groupmembers where groupid = 3 and memberid = 709157;
>
> I've arrived at this point trying to track down why this user gets  
> the message
> "No permissions to create ticket in 'queue-x' " when in fact queue- 
> x allows
> SeeQueue and CreateTicket to Everyone.
>
> The user is allowed access to RT but is not privileged. His  
> Membership screen
> shows no memberships - other users with these permissions show  
> "Everyone" and
> "Unprivileged" in the membership. This smells like data corruption.
>

It sure does.

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

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From edward.kovarski at groupkae.com  Fri Oct 12 13:23:29 2007
From: edward.kovarski at groupkae.com (Edward Kovarski)
Date: Fri, 12 Oct 2007 13:23:29 -0400
Subject: [rt-users] Trouble installing GD dependency - error gd.h no such
	file or directory
In-Reply-To: <43429D03010BDB4BB5E91FEF49971B91035C9647@mainframe.verimatrix.com>
References: <43429D03010BDB4BB5E91FEF49971B91035C9647@mainframe.verimatrix.com>
Message-ID: <114CB178-E6B8-4F8F-B512-EFDFF7336A99@groupkae.com>

Michael,

The gd-devel rpm would provide the necessary header files.

On 12-Oct-07, at 12:55 PM, Michael Moon wrote:

> I am trying to install RT 3.6.5 on Redhat 4.5 EL. When I run make  
> testdeps I show the following missing:
>
>
>
> GD::Text     Missing
>
> GD       Missing
>
> GD::Graph   Missing
>
>
>
> When I attempt to install GD-2.35 I get the error gd.h  no such  
> file or directory.
>
>
>
> Do I need the devel version to get the header files?  Anyone  
> familiar with the GD devel package?
>
>
>
> Thanks,
>
>
>
>
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From sturner at MIT.EDU  Fri Oct 12 13:34:01 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 12 Oct 2007 13:34:01 -0400
Subject: [rt-users] User missing from "Everyone" group
In-Reply-To: <88212985-A309-400A-AB91-DB3A1561B0D5@bestpractical.com>
References: <20071011170321.0cjljzy4980skckc@webmail.mit.edu>
	<88212985-A309-400A-AB91-DB3A1561B0D5@bestpractical.com>
Message-ID: <6.2.3.4.2.20071012133009.041f37b8@po14.mit.edu>

At Friday 10/12/2007 01:13 PM, Jesse Vincent wrote:

>On Oct 11, 2007, at 5:03 PM, Stephen Turner wrote:
>  This smells like data corruption.
>
>It sure does.

I thank you!

This affected about 5 user accounts and coincidentally they were all 
created on the day we did our mysql -> Oracle migration back in 2005. 
A while back we found that this migration caused some corruption of 
attachments (it hooked some up to the wrong transactions) and I'm 
guessing it also caused this problem with the user accounts. Anyway, 
this problem was easily rectified.

Thanks,
Steve 



From jacorp at bellsouth.net  Fri Oct 12 14:48:06 2007
From: jacorp at bellsouth.net (Jack D. Browning)
Date: Fri, 12 Oct 2007 14:48:06 -0400
Subject: [rt-users] need custom field data subset at initial ticket edit
Message-ID: <Q1ZZNDhPUSVFQlddYDdUMjQ4MjI2ODI4@ws02>

I'm running RT 3.6.4, and would like to find a way to have a subset of a custom field's data show up at the initial entry screen of a new ticket.  The custom field data will begin with the same first six characters of the various queues in use, and is essentially a sub-account field for billing, with each que relating to one client.

I've looked through the various Wiki docs & searched the mailing lists and Google, but can't seem to find a starting point to attempt this.

I'm not a programmer, but should be able to figure it out from a somewhat related example if anyone knows where I should look next.

Thanks in advance.

Jack B.


From KFCrocker at lbl.gov  Fri Oct 12 15:02:05 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 12 Oct 2007 12:02:05 -0700
Subject: [rt-users] Unable to load a valid user.
In-Reply-To: <E7ABF95661A337488ECCB8A1CF7172780D88F692A5@Pomegranate.prosum.com>
References: <E7ABF95661A337488ECCB8A1CF7172780D88F692A5@Pomegranate.prosum.com>
Message-ID: <470FC4AD.2080904@lbl.gov>

Deepika,


	I do not handle the maintenance of our RT downloaded software, I just 
adminitrate the users. However, it seems to me there are some RT 
configuration options that would effect this (ie. 
RT::SenderMustExistInExternalDatabase 1,
RT::LookupSenderInExternalDatabase 1, etc.). Our system automatically 
creates a new privileged user once they pass the LDAP test, and each 
queue that receives a ticket request has it's own e_mail address/domain. 
Perhaps a thorough examination of your configuration parameters will 
lead to an answer. OR, perhaps there is a user e_mail address missing or 
domain or Queue e_mail address missing. The error message seems specific 
to an E_mail address related to these objects. I'd check the preferences 
for the user that sent the request also. Just a thought.

Kenn
LBNL

On 10/11/2007 4:06 PM, Deepika Bhatia wrote:
> We are in the process of upgrading from 3.4.2 to 3.6.2. We are also 
> moving the database from mySQL to ORACLE at the same time. While doing 
> the testing, we ran into this problem.  While creating a new ticket via 
> email, we receive the following Error.
> 
>  
> 
> ?RT could not load a valid user, and RT's configuration does not allow 
> for the creation of a new user for this email (xxx at xxx.com 
> <mailto:xxx at xxx.com>).
> 
>  
> 
> You might need to grant 'Everyone' the right 'CreateTicket' for the 
> queue CSG General.?
> 
>  
> 
> We have checked the rights for the ?Everyone? group and the 
> ?CreateTicket? right exists on the ?CSG General? queue. I have checked 
> the Email Aliases also and there is no issue there.
> 
>  
> 
> Email Aliases Setup
> 
> csg: "|/etc/smrsh/rt-mailgate --queue 'CSG General' --action correspond 
> --url http://localhost/?
> 
> mnsnet: "|/etc/smrsh/rt-mailgate --queue 'mnsnet' --action correspond 
> --url http://localhost/?
> 
>  
> 
> There is no LDAP authentication setup done. Any ideas on what could be 
> the issue here?
> 
>  
> 
> Thanks!
> 
>  
> 
> Deepika.
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From Deepika.Bhatia at prosum.com  Fri Oct 12 15:10:20 2007
From: Deepika.Bhatia at prosum.com (Deepika Bhatia)
Date: Fri, 12 Oct 2007 12:10:20 -0700
Subject: [rt-users] Unable to load a valid user.
In-Reply-To: <470FC4AD.2080904@lbl.gov>
References: <E7ABF95661A337488ECCB8A1CF7172780D88F692A5@Pomegranate.prosum.com>
	<470FC4AD.2080904@lbl.gov>
Message-ID: <E7ABF95661A337488ECCB8A1CF7172780D88F69390@Pomegranate.prosum.com>

Are there any log files that we can look into to check if there is a problem with the setup parameters. As far as I know there is no setup for the LDAP test as we are not doing any LDAP authentication.

Please advise. I appreciate your prompt response in this matter.

Deepika.
-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
Sent: Friday, October 12, 2007 12:02 PM
To: Deepika Bhatia
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Unable to load a valid user.

Deepika,


        I do not handle the maintenance of our RT downloaded software, I just
adminitrate the users. However, it seems to me there are some RT
configuration options that would effect this (ie.
RT::SenderMustExistInExternalDatabase 1,
RT::LookupSenderInExternalDatabase 1, etc.). Our system automatically
creates a new privileged user once they pass the LDAP test, and each
queue that receives a ticket request has it's own e_mail address/domain.
Perhaps a thorough examination of your configuration parameters will
lead to an answer. OR, perhaps there is a user e_mail address missing or
domain or Queue e_mail address missing. The error message seems specific
to an E_mail address related to these objects. I'd check the preferences
for the user that sent the request also. Just a thought.

Kenn
LBNL

On 10/11/2007 4:06 PM, Deepika Bhatia wrote:
> We are in the process of upgrading from 3.4.2 to 3.6.2. We are also
> moving the database from mySQL to ORACLE at the same time. While doing
> the testing, we ran into this problem.  While creating a new ticket via
> email, we receive the following Error.
>
>
>
> "RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for this email (xxx at xxx.com
> <mailto:xxx at xxx.com>).
>
>
>
> You might need to grant 'Everyone' the right 'CreateTicket' for the
> queue CSG General."
>
>
>
> We have checked the rights for the "Everyone" group and the
> "CreateTicket" right exists on the "CSG General" queue. I have checked
> the Email Aliases also and there is no issue there.
>
>
>
> Email Aliases Setup
>
> csg: "|/etc/smrsh/rt-mailgate --queue 'CSG General' --action correspond
> --url http://localhost/"
>
> mnsnet: "|/etc/smrsh/rt-mailgate --queue 'mnsnet' --action correspond
> --url http://localhost/"
>
>
>
> There is no LDAP authentication setup done. Any ideas on what could be
> the issue here?
>
>
>
> Thanks!
>
>
>
> Deepika.
>
>
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From jarends at uiuc.edu  Fri Oct 12 16:13:47 2007
From: jarends at uiuc.edu (John Arends)
Date: Fri, 12 Oct 2007 15:13:47 -0500
Subject: [rt-users] Strategies for dealing with an old RT system
Message-ID: <470FD57B.7000701@uiuc.edu>

I set up a test RT system a while back as we did planning to build our 
production service. As to be expected, despite my warnings, several 
groups started treating the test system as a production service, and 
have an awful lot of knowledge stored in the system.

It doesn't appear there really is a way we can import the old info so it 
looks like I'll have to keep the "test" system alive for a couple of 
years and just have a cutover date where we ask that nothing new go into 
the old system. Luckily the "test" system used email addresses like 
email at rt-test.something.edu so I don't have to worry about replies to 
old tickets ending up in the new system.

Any suggestions? Has anyone dealt with this before? Could there be a 
neat solution I'm unaware of?




From daviswj at comcast.net  Fri Oct 12 16:31:31 2007
From: daviswj at comcast.net (Bill Davis)
Date: Fri, 12 Oct 2007 14:31:31 -0600
Subject: [rt-users] How to tell what version of RTFM is installed?
Message-ID: <470FD9A3.5070100@comcast.net>

Perhaps I'm missing something simple here, ... but I run into this 
problem every time I look to upgrade RTFM.  Upgrading requires 
incrementally stepping through changes based on the base version 
installed & I never remember what that version is & have been unable to 
find it within the program.  This should display when you enter RTFM 
(like the RT version does at the bottom of the page) or it should be 
found when RT's System Configuration is displayed ...

Suggestions? Am I missing the obvious?

Bill Davis


From brock at southwood.org  Fri Oct 12 18:28:47 2007
From: brock at southwood.org (Brock Gordon)
Date: Fri, 12 Oct 2007 17:28:47 -0500
Subject: [rt-users] Bar/Pie Chart issue
Message-ID: <470FF51F.5080703@southwood.org>

I've not been able to find a clue in the lists and was wondering if 
someone could point me in the right direction. Pie and Bar charts aren't 
working in my 3.6.4 install. Using FreeBSD with Apache2 and ModPerl2. 
Charting works fine in Webalizer (generates png graphs), so I'm assuming 
it's not an issue with GD. Where do I begin? Here's what the properties 
of the "red x" show (I'm manually adding the line break of course):

Chart?Order=ASC&ChartStyle=bar&Query=Queue%20%3D%20'Support'%20AND%20(Status%20%3D%20'open'%20OR%20Status%20%3D%20'new'%20OR%20Status%20%3D%20'stalled') 
\
&Rows=50&SecondaryGroupBy=&OrderBy=id&PrimaryGroupBy=Status&Format=

and here is the referenced URL:

http://support.southwood.org/rt/Search/Chart?Order=ASC&ChartStyle=bar&Query=Queue%20%3D%20'Support'%20AND%20(Status%20%3D%20'open'%20OR%20Status%20%3D%20'new'%20OR%20Status%20%3D%20'stalled') 
\
&Rows=50&SecondaryGroupBy=&OrderBy=id&PrimaryGroupBy=Status&Format=

I enter the URL in lynx and get an "unexpected network read error"

The apache access-log shows a 200 code.

I am seeing a message in /var/log/message that says httpd is exiting on 
signal 6

I get a red x and a table with data below.

What next?

Thanks for any help you can provide.

-bg


From daviswj at comcast.net  Sat Oct 13 05:44:00 2007
From: daviswj at comcast.net (Bill Davis)
Date: Sat, 13 Oct 2007 03:44:00 -0600
Subject: [rt-users] How to tell what version of RTFM is installed?
In-Reply-To: <470FD9A3.5070100@comcast.net>
References: <470FD9A3.5070100@comcast.net>
Message-ID: <47109360.6090507@comcast.net>

Figured it out:

Under PERL Modules in System Configuration (after upgrading):

RT v3.6.5;
RT::FM v2.2.1;

Duh.

Bill Davis wrote:
> Perhaps I'm missing something simple here, ... but I run into this 
> problem every time I look to upgrade RTFM.  Upgrading requires 
> incrementally stepping through changes based on the base version 
> installed & I never remember what that version is & have been unable 
> to find it within the program.  This should display when you enter 
> RTFM (like the RT version does at the bottom of the page) or it should 
> be found when RT's System Configuration is displayed ...
>
> Suggestions? Am I missing the obvious?
>
> 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 svitter at list.ru  Sat Oct 13 10:18:37 2007
From: svitter at list.ru (Viktor)
Date: Sat, 13 Oct 2007 18:18:37 +0400
Subject: [rt-users] procmail + rt_mailgate error-prone behaviour
Message-ID: <E1Ighp7-000HJ6-00.svitter-list-ru@f135.mail.ru>

Hello, everyone!

>From time to time the following message shows up in our procmail.log:
An Error Occurred
=================

500 Server closed connection without sending any
data back

We use rt-3.6.4 codebase with mod_perl2-2.0.3_1 embedded into Apache/2.2.4 (FreeBSD, apache-2.2.4_2, prefork MPM), cleanly customized with 'local' subdirs (so as to unpack attachments and calculate their MD5 sums, for instance. etc). Database backend is pgsql.

I am sure it's web server to blame (it's set up to have the fixed amount of workers all the time, each of them processing up to 256 requests. We have to put some limits on apache to prevent processing of mail bombs and to prevent webserver+pgsql exhausting 4Gb of RAM).

Of course, our users get no feedback at all when rt-mailgate fails.

What would be the best practice for fixing it?
Am I right we should make rt-mailgate to back up incoming mails into local filesystem, and to clean messages processed successfully with 'TRAP' procmail handler? (Thus we could only keep 'faulty' messages all in one place, with the ability to recover/purge them later).

How could we try to reproduce this problem?

I will gladly appreciate any feedback.

--
Best regards,
Viktor


From daviswj at comcast.net  Sat Oct 13 13:03:27 2007
From: daviswj at comcast.net (Bill Davis)
Date: Sat, 13 Oct 2007 11:03:27 -0600
Subject: [rt-users] RTFM README Upgrade instruction confusion
Message-ID: <4710FA5F.6060800@comcast.net>

Recently upgraded from RT 3.6.3/RTFM 2.1.40 to RT 3.6.5/RTFM 2.2.1 and
found the RTFM README instructions confusing.  The instructions provided
seem to address a first time installation of RTFM or an upgrade from any
2.0.x version, neither of which applied to what I was doing.  Ultimately
used the upgrade instructions:

"Upgrade instructions (From any  2.0.x release):
-----------------------------------------------------
1) perl Makefile.PL
2) perl -I/path/to/your/rt/lib sbin/migrate-2.0-to-2.1
3) Type "make install"
4) Type "ls etc/upgrade"; For each item in that directory whose name
   is greater than your previously installed RTFM version, run:

            /opt/rt3/sbin/rt-setup-database --action schema \
                --datadir etc/upgrade/<version>
            /opt/rt3/sbin/rt-setup-database --action acl \
                --datadir etc/upgrade/<version>
            /opt/rt3/sbin/rt-setup-database --action insert \
                 --datadir etc/upgrade/<version>

5) stop and start your web server"

... omitting step #2.  In step #4 had to update the database for
"2.2.0RC2" though the commands listed in the instructions failed because
of no password for root at localhost.  Adding a "--p" to the list of
options caused the (mysql) password to be prompted and allowed each
action to proceed, though each was accompanied with the following
advisory message:

"In order to create or update your RT database,Use of uninitialized
value in concatenation (.) or string at /opt/rt3/sbin/rt-setup-database
line 295.
Use of uninitialized value in concatenation (.) or string at
/opt/rt3/sbin/rt-setup-database line 295."

For what it's worth ...

Bill Davis



From fclwsk at cns.ufl.edu  Fri Oct 12 14:15:51 2007
From: fclwsk at cns.ufl.edu (Bill Kuntz)
Date: Fri, 12 Oct 2007 14:15:51 -0400
Subject: [rt-users] RTFM 2.2.1 vs 2.2.0RC7
Message-ID: <470FB9D7.1080604@cns.ufl.edu>

I see that RTFM 2.2.1 was released today.  I just installed 2.2.0RC7 
yesterday.  Were there any changes from 2.2.0RC7 to make 2.2.1?

Thanks,
Bill

-- 

Bill Kuntz
FCLA Open Systems Group
(352) 392-9020 x 242
fclwsk at cns.ufl.edu



From theillien at yahoo.com  Sun Oct 14 16:44:33 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sun, 14 Oct 2007 16:44:33 -0400
Subject: [rt-users] Custom Permission Denied email
Message-ID: <47127FB1.9050001@yahoo.com>

Where do I need to go to change this?   I don't see the template in the globals.

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


From MMoon at verimatrix.com  Sun Oct 14 18:03:07 2007
From: MMoon at verimatrix.com (Michael Moon)
Date: Sun, 14 Oct 2007 15:03:07 -0700
Subject: [rt-users] RT prereqs won't install - MIME::Entity install error -
	Can't locate object method "binmode"
Message-ID: <43429D03010BDB4BB5E91FEF49971B91035C97CF@mainframe.verimatrix.com>

I am attempting to install  RT 3.6.5 on Redhat EL 4.5. The following
prerequisite components won't install:

 

MIME::Entity 5.108...MISSING

GD::Text ...MISSING

GD ...MISSING

GD::Graph ...MISSING

 

I have attempted to install MIME::Entity by itself but am receiving the
following error:

 

Can't locate object method "binmode" via package "IO::File" at
/root/.cpan/build/MIME-tools-5.423/blib/lib/MIME/Body.pm line 437.

 

The version of MIME:tools that is being installed from CPAN is 5.423

 

 

The GD error is: 

 

.Can't load './blib/arch/auto/GD/GD.so' for module GD:
./blib/arch/auto/GD/GD.so: undefined symbol: gdImageGifAnimAddPtr at
/usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230.

 

Any advice on how to resolve there errors? 

 

Thanks,

 

 

 

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From edward.kovarski at groupkae.com  Sun Oct 14 19:04:08 2007
From: edward.kovarski at groupkae.com (Edward Kovarski)
Date: Sun, 14 Oct 2007 19:04:08 -0400
Subject: [rt-users] RT prereqs won't install - MIME::Entity install error
	- Can't locate object method "binmode"
In-Reply-To: <43429D03010BDB4BB5E91FEF49971B91035C97CF@mainframe.verimatrix.com>
References: <43429D03010BDB4BB5E91FEF49971B91035C97CF@mainframe.verimatrix.com>
Message-ID: <46116A17-6F63-4B15-B297-AA000AB5F54E@groupkae.com>

Michael,

re: GD
RHEL and Centos v4.5 do not ship with support for animated GIFs in  
GD. When you are building the module and it asks for what formats  
you'd like to support, disable the animated gifs. This will allow you  
to build the perl modules properly.

On 14-Oct-07, at 6:03 PM, Michael Moon wrote:

> I am attempting to install  RT 3.6.5 on Redhat EL 4.5. The  
> following prerequisite components won?t install:
>
>
>
> MIME::Entity 5.108...MISSING
>
> GD::Text ...MISSING
>
> GD ...MISSING
>
> GD::Graph ...MISSING
>
>
>
> I have attempted to install MIME::Entity by itself but am receiving  
> the following error:
>
>
>
> Can't locate object method "binmode" via package "IO::File" at / 
> root/.cpan/build/MIME-tools-5.423/blib/lib/MIME/Body.pm line 437.
>
>
>
> The version of MIME:tools that is being installed from CPAN is 5.423
>
>
>
>
>
> The GD error is:
>
>
>
> .Can't load './blib/arch/auto/GD/GD.so' for module GD: ./blib/arch/ 
> auto/GD/GD.so: undefined symbol: gdImageGifAnimAddPtr at /usr/lib/ 
> perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230.
>
>
>
> Any advice on how to resolve there errors?
>
>
>
> Thanks,
>
>
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From rnbrady at gmail.com  Mon Oct 15 07:36:39 2007
From: rnbrady at gmail.com (Richard Brady)
Date: Mon, 15 Oct 2007 12:36:39 +0100
Subject: [rt-users] Using 3rd party reference numbers as tokens
Message-ID: <4d6de31b0710150436t1f2e49d3oedbbf8ba79b105a2@mail.gmail.com>

Hi folks

Is there anyway of configuring RT to work with less intelligent issue
trackers by attaching their reference for an issue to a ticket number.

What I have in mind is a field in the ticket where you can enter a
string which, if it appears in the subject line of an inbound email,
will cause that email to be attached to the ticket, despite that email
not having the RT token in the subject line. Obviously the sender of
the email would also have to match the requestor of the ticket.

Regards,
Richard

-- 
Richard Brady
T: +44 (0)7771 623 348
E: rnbrady at gmail.com


From theillien at yahoo.com  Mon Oct 15 09:25:16 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Mon, 15 Oct 2007 09:25:16 -0400
Subject: [rt-users] Ticket not showing up in unowned list
Message-ID: <47136A3C.2020302@yahoo.com>

A strange thing just happened.  A ticket which has been sent in recently is not
being displayed in the # Newest Unowned Tickets list on the RT at a Glance page.
 It is showing up under Quick Search as a new ticket though.  I've verified that
it is owned by Nobody and that the unowned ticket search hasn't changed.  I'm
not sure what else to look at.  Anyone have any thoughts?

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


From krishna.prasad at spartanlabs.com  Mon Oct 15 09:34:56 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Mon, 15 Oct 2007 19:04:56 +0530
Subject: [rt-users] RT-Users Digest, crash when opens the ticket
Message-ID: <20071015133504.73E0E4D80FA@diesel.bestpractical.com>

Hi,

 

My configuration:

 

Centos 4.4

Perl 5.8.5 installed from CPAN

RT- 3.6.5

Apache 2.0.52

 

Problem:

I can create an auto generated ticket in RT through an email. But when I
open the ticket the page is crashed. I have configured everything properly
but still facing the problem, Can anyone suggest me the solution to this
problem?

 

I got the below crash or error that occurs when the ticket is opened.

 

System error


error: 

could not find component for initial path '/:80/Ticket/Display.html'
(component roots are: '/opt/rt3/local/html', '/opt/rt3/share/html')


context: 


... 

 


206: 

$self->{out_method} = sub { $$bufref .= $_[0] };


207: 

}


208: 

$self->{use_internal_component_caches} =


209: 

$self->{interp}->use_internal_component_caches;


210: 

$self->_initialize;


211: 

 


212: 

return $self;


213: 

}


214: 

 


... 

 


code stack: 

/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:210
/usr/lib/perl5/vendor_perl/5.8.5/Class/Container.pm:275
/usr/lib/perl5/vendor_perl/5.8.5/Class/Container.pm:353
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:348
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:342
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73
/opt/rt3/bin/mason_handler.fcgi:78

raw error <http://192.168.20.147/:80/Ticket/Display.html?id=28#raw#raw> 



 

Thanks!!

 

With Regards,

Krishna Prasad

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From theillien at yahoo.com  Mon Oct 15 09:41:52 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Mon, 15 Oct 2007 09:41:52 -0400
Subject: [rt-users] Ticket not showing up in unowned list
In-Reply-To: <47136A3C.2020302@yahoo.com>
References: <47136A3C.2020302@yahoo.com>
Message-ID: <47136E20.1060306@yahoo.com>

Strange.  I had to remove two != conditions for queues which I don't want to
show up and re-add them.  This seemed to fix it despite the two queues not
having anything to do with the tickets which weren't showing up.

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


Mathew Snyder wrote:
> A strange thing just happened.  A ticket which has been sent in recently is not
> being displayed in the # Newest Unowned Tickets list on the RT at a Glance page.
>  It is showing up under Quick Search as a new ticket though.  I've verified that
> it is owned by Nobody and that the unowned ticket search hasn't changed.  I'm
> not sure what else to look at.  Anyone have any thoughts?
> 
> Mathew


From barnesaw at ucrwcu.rwc.uc.edu  Mon Oct 15 09:46:00 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 15 Oct 2007 09:46:00 -0400
Subject: [rt-users] RT-Users Digest, crash when opens the ticket
In-Reply-To: <20071015133504.73E0E4D80FA@diesel.bestpractical.com>
References: <20071015133504.73E0E4D80FA@diesel.bestpractical.com>
Message-ID: <47136F18.2070401@ucrwcu.rwc.uc.edu>

"could not find component for initial path '/:80/Ticket/Display.html'
(component roots are: '/opt/rt3/local/html', '/opt/rt3/share/html')"

Check your $WebPath, $WebPort, and $WebBaseURL in RT_SiteConfig.pm.  It
looks like you have an unnecessary slash somewhere.


Krishna Prasad wrote:
>
> Hi,
>
>  
>
> My configuration:
>
>  
>
> Centos 4.4
>
> Perl 5.8.5 installed from CPAN
>
> RT- 3.6.5
>
> Apache 2.0.52
>
>  
>
> Problem:
>
> I can create an auto generated ticket in RT through an email. But when
> I open the ticket the page is crashed. I have configured everything
> properly but still facing the problem, Can anyone suggest me the
> solution to this problem?
>
>  
>
> I got the below crash or error that occurs when the ticket is opened.
>
>  
>
> *System error*
>
> *error:* 
>
> 	
>
> could not find component for initial path '/:80/Ticket/Display.html'
> (component roots are: '/opt/rt3/local/html', '/opt/rt3/share/html')
>
> *context:* 
>
> 	
>
> *...* 
>
> 	
>
>  
>
> *206:* 
>
> 	
>
> $self->{out_method} = sub { $$bufref .= $_[0] };
>
> *207:* 
>
> 	
>
> }
>
> *208:* 
>
> 	
>
> $self->{use_internal_component_caches} =
>
> *209:* 
>
> 	
>
> $self->{interp}->use_internal_component_caches;
>
> *210:* 
>
> 	
>
> $self->_initialize;
>
> *211:* 
>
> 	
>
>  
>
> *212:* 
>
> 	
>
> return $self;
>
> *213:* 
>
> 	
>
> }
>
> *214:* 
>
> 	
>
>  
>
> *...* 
>
> 	
>
>  
>
> *code stack:* 
>
> 	
>
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:210
> /usr/lib/perl5/vendor_perl/5.8.5/Class/Container.pm:275
> /usr/lib/perl5/vendor_perl/5.8.5/Class/Container.pm:353
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:348
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:342
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73
> /opt/rt3/bin/mason_handler.fcgi:78
>
> raw error <http://192.168.20.147/:80/Ticket/Display.html?id=28#raw#raw>
>
>  
>
> Thanks!!
>
>  
>
> With Regards,
>
> Krishna Prasad
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 Oct 15 10:00:45 2007
From: kellermg at potsdam.edu (Matthew Keller)
Date: 15 Oct 2007 10:00:45 -0400
Subject: [rt-users] Asset Tracker: add link to asset from Ticket custom
	field
In-Reply-To: <B91A344EF1E1C645B0319809F04BD716018AD169@C201MSGC0206.grand-rapids.mi.us>
References: <B91A344EF1E1C645B0319809F04BD716018AD169@C201MSGC0206.grand-rapids.mi.us>
Message-ID: <1192456846.3175.11.camel@mlap>

In the "refers to" field of the ticket, put 'at://potsdam.edu/asset/66'
where 'potsdam.edu' is the name of the RT domain, and '66' is the number
of the ticket.


On Fri, 2007-10-12 at 10:57 -0400, Patterson, Craig wrote:
> Everyone,
> 
> I apologize for posting this on the RT list, but I can not find even an
> archive of the old AT list, and I'm sure I've seen the answer to my
> question there. 
> 
> Basically, I want to be able to link a ticket to an asset by putting the
> assets id in a custom field for the ticket.  I recall that it was quite
> simple.  You needed to put in a value in the "Link values to" for the
> tickets custom field, I just don't recall for the format was.




From falcone at bestpractical.com  Mon Oct 15 14:38:13 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 15 Oct 2007 14:38:13 -0400
Subject: [rt-users] RTFM 2.2.1 vs 2.2.0RC7
In-Reply-To: <470FB9D7.1080604@cns.ufl.edu>
References: <470FB9D7.1080604@cns.ufl.edu>
Message-ID: <D3A6F29E-2C8C-4AF6-8FC4-B21FEBA6C6F3@bestpractical.com>

On Oct 12, 2007, at 2:15 PM, Bill Kuntz wrote:

> I see that RTFM 2.2.1 was released today.  I just installed  
> 2.2.0RC7 yesterday.  Were there any changes from 2.2.0RC7 to make  
> 2.2.1?

2.2.0RC7 became 2.2.0 with no changes.  2.2.1 added a minor rights  
fix for deleting articles.

-kevin


From cnelson at nighthawkrad.net  Mon Oct 15 16:39:40 2007
From: cnelson at nighthawkrad.net (Chris Nelson)
Date: Mon, 15 Oct 2007 13:39:40 -0700
Subject: [rt-users] (Scrip help) Deleting a requestor upon ticket creation.
Message-ID: <4713D00C.700@nighthawkrad.net>

Hello list,

I have a rather strange request, I want to delete a requestor when a 
ticket is created.  Reason being, as the ticket is assigned to different 
queues, replies to requestor are sent by the other queues, and that is 
usually not needed for external requests. The easiest way to address 
this would be to just remove the requestors on tickets created in that 
queue.


Looking at the perldoc for Record.pm, I noticed that we can use 
DeleteAttribute, so I tried:
Condition: On create
Action: User Defined
Template: Global Template: Blank
Stage: Transaction Create

Custom Condition:

Custom Action preparation Code: return 1;

Custom action cleanup code:

$self->TicketObj->DeleteAttribute('Requestor');



But nothing's actually happening, and the requestor is listed on the 
webui still. Is there a better way to do this? Am I even barking up the 
right tree? Thanks in advance for your help.


-- 
Chris Nelson




From crpatter at ci.grand-rapids.mi.us  Mon Oct 15 17:20:39 2007
From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig)
Date: Mon, 15 Oct 2007 17:20:39 -0400
Subject: [rt-users] (Scrip help) Deleting a requestor upon ticket creation.
In-Reply-To: <4713D00C.700@nighthawkrad.net>
References: <4713D00C.700@nighthawkrad.net>
Message-ID: <B91A344EF1E1C645B0319809F04BD716018DD653@C201MSGC0206.grand-rapids.mi.us>

Chris,

We take a different approach that works pretty well.  We prevent
external emails being sent by filtering them out in our SendMail_Local
file.  Basically we only send emails that are verified against LDAP.  Of
course, a lot depends on how you determine who is external.  

Craig

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris
Nelson
Sent: Monday, October 15, 2007 4:40 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] (Scrip help) Deleting a requestor upon ticket
creation.

Hello list,

I have a rather strange request, I want to delete a requestor when a 
ticket is created.  Reason being, as the ticket is assigned to different

queues, replies to requestor are sent by the other queues, and that is 
usually not needed for external requests. The easiest way to address 
this would be to just remove the requestors on tickets created in that 
queue.


Looking at the perldoc for Record.pm, I noticed that we can use 
DeleteAttribute, so I tried:
Condition: On create
Action: User Defined
Template: Global Template: Blank
Stage: Transaction Create

Custom Condition:

Custom Action preparation Code: return 1;

Custom action cleanup code:

$self->TicketObj->DeleteAttribute('Requestor');



But nothing's actually happening, and the requestor is listed on the 
webui still. Is there a better way to do this? Am I even barking up the 
right tree? Thanks in advance for your help.


-- 
Chris Nelson


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

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


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


From garyo at genarts.com  Mon Oct 15 18:12:13 2007
From: garyo at genarts.com (Gary Oberbrunner)
Date: Mon, 15 Oct 2007 18:12:13 -0400
Subject: [rt-users] auto-assign on create from web ui?
Message-ID: <ff0ojt$og7$1@ger.gmane.org>

Is it possible to tell whether a ticket is coming from email (all our tickets
from customers come in that way) or via the web ui (in which case it's entered
by a tech)?  I'd like tickets entered via the web ui to get auto-assigned to
the person entering them.

thx,

-- Gary Oberbrunner



From gleduc at mail.sdsu.edu  Mon Oct 15 19:50:32 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 15 Oct 2007 16:50:32 -0700
Subject: [rt-users] auto-assign on create from web ui?
In-Reply-To: <ff0ojt$og7$1@ger.gmane.org>
References: <ff0ojt$og7$1@ger.gmane.org>
Message-ID: <6.2.1.2.2.20071015163657.02847238@mail.sdsu.edu>

Hi Gary,

There might be a better way, but I use the GetHeader methof of the 
Attachment class to see if the Ticket's first transaction has any 
"Received" headers.  No received headers means not e-mail.

I can't find an example at the moment, but it would be something like
    if ( $self->TicketObj->Attachments->First->GetHeader("Received") ) ...

Gene

At 03:12 PM 10/15/2007, Gary Oberbrunner wrote:
>Is it possible to tell whether a ticket is coming from email (all our tickets
>from customers come in that way) or via the web ui (in which case it's entered
>by a tech)?  I'd like tickets entered via the web ui to get auto-assigned to
>the person entering them.
>
>thx,
>
>-- Gary Oberbrunner
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: 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 cnelson at nighthawkrad.net  Mon Oct 15 21:52:11 2007
From: cnelson at nighthawkrad.net (Chris Nelson)
Date: Mon, 15 Oct 2007 18:52:11 -0700
Subject: [rt-users] (Scrip help) Deleting a requestor upon ticket creation.
In-Reply-To: <B91A344EF1E1C645B0319809F04BD716018DD653@C201MSGC0206.grand-rapids.mi.us>
References: <4713D00C.700@nighthawkrad.net>
	<B91A344EF1E1C645B0319809F04BD716018DD653@C201MSGC0206.grand-rapids.mi.us>
Message-ID: <4714194B.9060500@nighthawkrad.net>

I wish we could do that, but as it happens, that is the only queue that 
we don't want to send out RT replies from because the email that feeds 
that queue is an outward-facing public email (support@<my company>).  
All other queues, we want to be able to communicate owner changes, 
replies and such to the external addresses, because the external 
addresses coming into those other queues are there for a reason and are 
not advertised publicly.  So basically, whenever someone sends an email 
to support@<my company> (the email which feeds into the 
incoming-external queue), we want to create a ticket, but then remove 
the requestor so that the external address does not get communications 
that might (accidentally or not) be internal private communications.


Patterson, Craig wrote:
> Chris,
>
> We take a different approach that works pretty well.  We prevent
> external emails being sent by filtering them out in our SendMail_Local
> file.  Basically we only send emails that are verified against LDAP.  Of
> course, a lot depends on how you determine who is external.  
>
> Craig
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris
> Nelson
> Sent: Monday, October 15, 2007 4:40 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] (Scrip help) Deleting a requestor upon ticket
> creation.
>
> Hello list,
>
> I have a rather strange request, I want to delete a requestor when a 
> ticket is created.  Reason being, as the ticket is assigned to different
>
> queues, replies to requestor are sent by the other queues, and that is 
> usually not needed for external requests. The easiest way to address 
> this would be to just remove the requestors on tickets created in that 
> queue.
>
>
> Looking at the perldoc for Record.pm, I noticed that we can use 
> DeleteAttribute, so I tried:
> Condition: On create
> Action: User Defined
> Template: Global Template: Blank
> Stage: Transaction Create
>
> Custom Condition:
>
> Custom Action preparation Code: return 1;
>
> Custom action cleanup code:
>
> $self->TicketObj->DeleteAttribute('Requestor');
>
>
>
> But nothing's actually happening, and the requestor is listed on the 
> webui still. Is there a better way to do this? Am I even barking up the 
> right tree? Thanks in advance for your help.
>
>
>   


-- 
Chris Nelson






From theillien at yahoo.com  Mon Oct 15 21:50:53 2007
From: theillien at yahoo.com (Mathew)
Date: Mon, 15 Oct 2007 21:50:53 -0400
Subject: [rt-users] (Scrip help) Deleting a requestor upon ticket creation.
In-Reply-To: <4713D00C.700@nighthawkrad.net>
References: <4713D00C.700@nighthawkrad.net>
Message-ID: <471418FD.9050601@yahoo.com>

I do this with some of our tickets.  I'll post what I use in the morning
if someone else hasn't already.

Keep up with my goings on at http://theillien.blogspot.com

Chris Nelson wrote:
> Hello list,
> 
> I have a rather strange request, I want to delete a requestor when a
> ticket is created.  Reason being, as the ticket is assigned to different
> queues, replies to requestor are sent by the other queues, and that is
> usually not needed for external requests. The easiest way to address
> this would be to just remove the requestors on tickets created in that
> queue.
> 
> 
> Looking at the perldoc for Record.pm, I noticed that we can use
> DeleteAttribute, so I tried:
> Condition: On create
> Action: User Defined
> Template: Global Template: Blank
> Stage: Transaction Create
> 
> Custom Condition:
> 
> Custom Action preparation Code: return 1;
> 
> Custom action cleanup code:
> 
> $self->TicketObj->DeleteAttribute('Requestor');
> 
> 
> 
> But nothing's actually happening, and the requestor is listed on the
> webui still. Is there a better way to do this? Am I even barking up the
> right tree? Thanks in advance for your help.
> 
> 


From krishna.prasad at spartanlabs.com  Tue Oct 16 01:27:38 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Tue, 16 Oct 2007 10:57:38 +0530
Subject: [rt-users] RT-Users Digest, crash when opens the ticket
In-Reply-To: <47136F18.2070401@ucrwcu.rwc.uc.edu>
Message-ID: <20071016052854.BE62A4D80DC@diesel.bestpractical.com>

Thank you very much I have fixed the crash by removing the unnecessary slash
in 

Set($WebBaseURL , "http://localhost/:80"); 

                            By

Set($WebBaseURL , "http://localhost:80");

With Regards, 
Krishna Prasad 

-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: Monday, October 15, 2007 7:16 PM
To: krishna.prasad at spartanlabs.com
Cc: rt-users at lists.bestpractical.com;
rt-users-request at lists.bestpractical.com
Subject: Re: [rt-users] RT-Users Digest, crash when opens the ticket

"could not find component for initial path '/:80/Ticket/Display.html'
(component roots are: '/opt/rt3/local/html', '/opt/rt3/share/html')"

Check your $WebPath, $WebPort, and $WebBaseURL in RT_SiteConfig.pm.  It
looks like you have an unnecessary slash somewhere.


Krishna Prasad wrote:
>
> Hi,
>
>  
>
> My configuration:
>
>  
>
> Centos 4.4
>
> Perl 5.8.5 installed from CPAN
>
> RT- 3.6.5
>
> Apache 2.0.52
>
>  
>
> Problem:
>
> I can create an auto generated ticket in RT through an email. But when
> I open the ticket the page is crashed. I have configured everything
> properly but still facing the problem, Can anyone suggest me the
> solution to this problem?
>
>  
>
> I got the below crash or error that occurs when the ticket is opened.
>
>  
>
> *System error*
>
> *error:* 
>
> 	
>
> could not find component for initial path '/:80/Ticket/Display.html'
> (component roots are: '/opt/rt3/local/html', '/opt/rt3/share/html')
>
> *context:* 
>
> 	
>
> *...* 
>
> 	
>
>  
>
> *206:* 
>
> 	
>
> $self->{out_method} = sub { $$bufref .= $_[0] };
>
> *207:* 
>
> 	
>
> }
>
> *208:* 
>
> 	
>
> $self->{use_internal_component_caches} =
>
> *209:* 
>
> 	
>
> $self->{interp}->use_internal_component_caches;
>
> *210:* 
>
> 	
>
> $self->_initialize;
>
> *211:* 
>
> 	
>
>  
>
> *212:* 
>
> 	
>
> return $self;
>
> *213:* 
>
> 	
>
> }
>
> *214:* 
>
> 	
>
>  
>
> *...* 
>
> 	
>
>  
>
> *code stack:* 
>
> 	
>
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:210
> /usr/lib/perl5/vendor_perl/5.8.5/Class/Container.pm:275
> /usr/lib/perl5/vendor_perl/5.8.5/Class/Container.pm:353
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:348
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:342
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73
> /opt/rt3/bin/mason_handler.fcgi:78
>
> raw error <http://192.168.20.147/:80/Ticket/Display.html?id=28#raw#raw>
>
>  
>
> Thanks!!
>
>  
>
> With Regards,
>
> Krishna Prasad
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From matt.weller at evolving.com  Tue Oct 16 06:34:13 2007
From: matt.weller at evolving.com (Matt Weller)
Date: Tue, 16 Oct 2007 11:34:13 +0100
Subject: [rt-users] How can I mail watchers of a Queue upon Queue change
Message-ID: <1192530853.3644.13.camel@wellerm.uk.evolving.com>

Hi all,

    I am trying to notify watchers of a queue when a ticket is moved
onto the queue they are watching from another queue, I can see that I
can use the Condition on Queue Change, but what I can't work out is how
to identify the watchers of the new queue, could anyone please help me
with this.

Thanks

Matt Weller 
Systems Administrator

 

Direct: +44 1225 478051

Fax: +44 1225 478001

matt.weller at evolving.com

Evolving Systems Ltd

Riverside Buildings, 108 Walcot Street, Bath BA1 5BG United Kingdom

www.evolving.com



This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis at evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments.

Registered Office: One Angel Square, Torrens Street, London. EC1V 1PL. Registered number 2325854
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From theillien at yahoo.com  Tue Oct 16 07:07:47 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 16 Oct 2007 07:07:47 -0400
Subject: [rt-users] (Scrip help) Deleting a requestor upon ticket creation.
In-Reply-To: <4713D00C.700@nighthawkrad.net>
References: <4713D00C.700@nighthawkrad.net>
Message-ID: <47149B83.4030807@yahoo.com>

This is a scrip I use for adding a requestor.  All you'd have to do is change
the AddWatcher to DeleteWatcher and set up your conditions to what you need:

Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom condition:
You'll either want to come up with your own or set the condition above to On
Create or whatever.

Custom action preparation code:
return 1;

Custom action cleanup code:
$self->TicketObj->AddWatcher (
    Type  => 'Requestor',
    Email => 'user at company.com'
);

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


Chris Nelson wrote:
> Hello list,
> 
> I have a rather strange request, I want to delete a requestor when a
> ticket is created.  Reason being, as the ticket is assigned to different
> queues, replies to requestor are sent by the other queues, and that is
> usually not needed for external requests. The easiest way to address
> this would be to just remove the requestors on tickets created in that
> queue.
> 
> 
> Looking at the perldoc for Record.pm, I noticed that we can use
> DeleteAttribute, so I tried:
> Condition: On create
> Action: User Defined
> Template: Global Template: Blank
> Stage: Transaction Create
> 
> Custom Condition:
> 
> Custom Action preparation Code: return 1;
> 
> Custom action cleanup code:
> 
> $self->TicketObj->DeleteAttribute('Requestor');
> 
> 
> 
> But nothing's actually happening, and the requestor is listed on the
> webui still. Is there a better way to do this? Am I even barking up the
> right tree? Thanks in advance for your help.
> 
> 


From theillien at yahoo.com  Tue Oct 16 07:09:43 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 16 Oct 2007 07:09:43 -0400
Subject: [rt-users] How can I mail watchers of a Queue upon Queue change
In-Reply-To: <1192530853.3644.13.camel@wellerm.uk.evolving.com>
References: <1192530853.3644.13.camel@wellerm.uk.evolving.com>
Message-ID: <47149BF7.5070904@yahoo.com>

We do this exact thing here at work.  All you need to do is create a template
and then create a scrip with the following:
Condition: On Queue Change
Action: Notify AdminCcs (Or any other persons you wish to notify)
Template: The template you created
Stage: TransactionCreate

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


Matt Weller wrote:
> Hi all,
> 
>     I am trying to notify watchers of a queue when a ticket is moved
> onto the queue they are watching from another queue, I can see that I
> can use the Condition on Queue Change, but what I can't work out is how
> to identify the watchers of the new queue, could anyone please help me
> with this.
> 
> Thanks
> 
> *Matt Weller*
> Systems Administrator
> 
>  
> 
> Direct: +44 1225 478051
> 
> Fax: +44 1225 478001
> 
> matt.weller at evolving.com <mailto:natalie.brown at evolving.com>
> 
> Evolving Systems Ltd
> 
> Riverside Buildings, 108 Walcot Street, Bath BA1 5BG United Kingdom
> 
> www.evolving.com
> 
> 
> 
> This e-mail and any attachments may be confidential and/or legally
> privileged. If you have received this e-mail and you are not a named
> addressee, please inform Evolving Systems TIS at tis at evolving.com and
> then delete the e-mail from your system. If you are not a named
> addressee you must not use, disclose, distribute, copy, print or rely on
> this e-mail. To ensure regulatory compliance and for the protection of
> our clients and business, Evolving Systems may monitor and read e-mails
> sent to and from its servers. Although Evolving Systems routinely
> screens for viruses, addressees should scan this e-mail and any
> attachments for viruses. Evolving Systems makes no representation or
> warranty as to the absence of viruses in this e-mail or any attachments.
> 
> Registered Office: One Angel Square, Torrens Street, London. EC1V 1PL.
> Registered number 2325854
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From barnesaw at ucrwcu.rwc.uc.edu  Tue Oct 16 08:36:15 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 16 Oct 2007 08:36:15 -0400
Subject: [rt-users] auto-assign on create from web ui?
In-Reply-To: <6.2.1.2.2.20071015163657.02847238@mail.sdsu.edu>
References: <ff0ojt$og7$1@ger.gmane.org>
	<6.2.1.2.2.20071015163657.02847238@mail.sdsu.edu>
Message-ID: <4714B03F.3000505@ucrwcu.rwc.uc.edu>

On Tickets/Create.html you could always modify the /Elements/SelectOwner
block to use CurrentUser and leave Nobody as another option.

To do this (for a slightly different purpose) I replaced
<td class="label">
<&|/l&>Owner</&>:
</td>
<td class="value">
<& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj,
Default => $ARGS{Owner}||$RT::Nobody->Id, DefaultValue => 0 &>
</td>

with :
<td class="label">
<&|/l&>Owner</&>:
</td>
<td class="value">
<select type="select" name="Owner">
<option value="<%$session{'CurrentUser'}->id%>"
SELECTED><%$session{'CurrentUser'}->Name %></option>
<option value="<%$RT::Nobody->id%>"><%loc('Nobody')%></option> 
</select>
</td>


Any tickets created through the UI will have the creator automatically
selected as the owner, and email tickets will still appear as nobody.


Gene LeDuc wrote:
> Hi Gary,
>
> There might be a better way, but I use the GetHeader methof of the
> Attachment class to see if the Ticket's first transaction has any
> "Received" headers.  No received headers means not e-mail.
>
> I can't find an example at the moment, but it would be something like
>    if ( $self->TicketObj->Attachments->First->GetHeader("Received") ) ...
>
> Gene
>
> At 03:12 PM 10/15/2007, Gary Oberbrunner wrote:
>> Is it possible to tell whether a ticket is coming from email (all our
>> tickets
>> from customers come in that way) or via the web ui (in which case
>> it's entered
>> by a tech)?  I'd like tickets entered via the web ui to get
>> auto-assigned to
>> the person entering them.
>>
>> thx,
>>
>> -- Gary Oberbrunner
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
>


From crpatter at ci.grand-rapids.mi.us  Tue Oct 16 09:33:25 2007
From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig)
Date: Tue, 16 Oct 2007 09:33:25 -0400
Subject: [rt-users] Asset Tracker: add link to asset from Ticket
	customfield
In-Reply-To: <1192456846.3175.11.camel@mlap>
References: <B91A344EF1E1C645B0319809F04BD716018AD169@C201MSGC0206.grand-rapids.mi.us>
	<1192456846.3175.11.camel@mlap>
Message-ID: <B91A344EF1E1C645B0319809F04BD716018DD985@C201MSGC0206.grand-rapids.mi.us>

Thanks Matthew and Gabrielle,

What I was trying to do was a little more complex, I probably didn't
explain it very well.  I wanted make the asset a "refers to" link from
the ticket's links page.  Luckily I finally found the solution in our
old development DB.  The solution required a scrip which I found on the
old asset tracker list ages ago...

Custom Condition:
my $trans = $self->TransactionObj->Type;
my $new_value = $self->TransactionObj->NewValue;
my $cf_id = $self->TransactionObj->Field;

if ($trans ne 'CustomField') { return 0; }
if (! $new_value) { return 0; }
my $cf = new RT::CustomField($RT::SystemUser);
my ($id,$msg) = $cf->Load($cf_id);

if (!$id) {
   $RT::Logger->crit("Could not load CF: $msg");
   return 0;
}
if ($cf->Name ne 'asset') { return 0; }

1;

Custom action preparation code:
1;

Custom action cleanup code:
my $new_value = $self->TransactionObj->NewValue;
my $asset = RTx::AssetTracker::Asset->new($self->CurrentUser);
my ($id,$msg) = $asset->Load($new_value);
if (! $id) {
   $RT::Logger->crit("Could not load asset $new_value: $msg");
   return 0;
}
($id,$msg) = $self->TicketObj->AddLink(Type => 'RefersTo', Target =>
$asset->URI);
if (! $id) {
   $RT::Logger->crit("Could not AddLink: $msg");
   return 0;
}
1;

So now I can type in the name of the asset on in Tickets custom field
and automatically link it to the asset.  What is the benefit?  We don't
have to change our ticket creation process for regular user requests,
ie, from the phone or from email.  Plus, we can look at the asset and
see all of the tickets associated to it in the "Referred to by" area.

Craig
 
-----Original Message-----
From: Matthew Keller [mailto:kellermg at potsdam.edu] 
Sent: Monday, October 15, 2007 10:01 AM
To: Patterson, Craig
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Asset Tracker: add link to asset from Ticket
customfield

In the "refers to" field of the ticket, put 'at://potsdam.edu/asset/66'
where 'potsdam.edu' is the name of the RT domain, and '66' is the number
of the ticket.


On Fri, 2007-10-12 at 10:57 -0400, Patterson, Craig wrote:
> Everyone,
> 
> I apologize for posting this on the RT list, but I can not find even
an
> archive of the old AT list, and I'm sure I've seen the answer to my
> question there. 
> 
> Basically, I want to be able to link a ticket to an asset by putting
the
> assets id in a custom field for the ticket.  I recall that it was
quite
> simple.  You needed to put in a value in the "Link values to" for the
> tickets custom field, I just don't recall for the format was.




From kellermg at potsdam.edu  Tue Oct 16 09:39:06 2007
From: kellermg at potsdam.edu (Matthew Keller)
Date: 16 Oct 2007 09:39:06 -0400
Subject: [rt-users] Asset Tracker: add link to asset from Ticket
	customfield
In-Reply-To: <B91A344EF1E1C645B0319809F04BD716018DD985@C201MSGC0206.grand-rapids.mi.us>
References: <B91A344EF1E1C645B0319809F04BD716018AD169@C201MSGC0206.grand-rapids.mi.us>
	<1192456846.3175.11.camel@mlap>
	<B91A344EF1E1C645B0319809F04BD716018DD985@C201MSGC0206.grand-rapids.mi.us>
Message-ID: <1192541946.8376.38.camel@mlap>

What I explained is exactly the same thing, without the need for a
custom field.

On Tue, 2007-10-16 at 09:33 -0400, Patterson, Craig wrote:
> Thanks Matthew and Gabrielle,
> 
> What I was trying to do was a little more complex, I probably didn't
> explain it very well.  I wanted make the asset a "refers to" link from
> the ticket's links page.  Luckily I finally found the solution in our
> old development DB.  The solution required a scrip which I found on the
> old asset tracker list ages ago...
> 
> Custom Condition:
> my $trans = $self->TransactionObj->Type;
> my $new_value = $self->TransactionObj->NewValue;
> my $cf_id = $self->TransactionObj->Field;
> 
> if ($trans ne 'CustomField') { return 0; }
> if (! $new_value) { return 0; }
> my $cf = new RT::CustomField($RT::SystemUser);
> my ($id,$msg) = $cf->Load($cf_id);
> 
> if (!$id) {
>    $RT::Logger->crit("Could not load CF: $msg");
>    return 0;
> }
> if ($cf->Name ne 'asset') { return 0; }
> 
> 1;
> 
> Custom action preparation code:
> 1;
> 
> Custom action cleanup code:
> my $new_value = $self->TransactionObj->NewValue;
> my $asset = RTx::AssetTracker::Asset->new($self->CurrentUser);
> my ($id,$msg) = $asset->Load($new_value);
> if (! $id) {
>    $RT::Logger->crit("Could not load asset $new_value: $msg");
>    return 0;
> }
> ($id,$msg) = $self->TicketObj->AddLink(Type => 'RefersTo', Target =>
> $asset->URI);
> if (! $id) {
>    $RT::Logger->crit("Could not AddLink: $msg");
>    return 0;
> }
> 1;
> 
> So now I can type in the name of the asset on in Tickets custom field
> and automatically link it to the asset.  What is the benefit?  We don't
> have to change our ticket creation process for regular user requests,
> ie, from the phone or from email.  Plus, we can look at the asset and
> see all of the tickets associated to it in the "Referred to by" area.
> 
> Craig
>  
> -----Original Message-----
> From: Matthew Keller [mailto:kellermg at potsdam.edu] 
> Sent: Monday, October 15, 2007 10:01 AM
> To: Patterson, Craig
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Asset Tracker: add link to asset from Ticket
> customfield
> 
> In the "refers to" field of the ticket, put 'at://potsdam.edu/asset/66'
> where 'potsdam.edu' is the name of the RT domain, and '66' is the number
> of the ticket.
> 
> 
> On Fri, 2007-10-12 at 10:57 -0400, Patterson, Craig wrote:
> > Everyone,
> > 
> > I apologize for posting this on the RT list, but I can not find even
> an
> > archive of the old AT list, and I'm sure I've seen the answer to my
> > question there. 
> > 
> > Basically, I want to be able to link a ticket to an asset by putting
> the
> > assets id in a custom field for the ticket.  I recall that it was
> quite
> > simple.  You needed to put in a value in the "Link values to" for the
> > tickets custom field, I just don't recall for the format was.
> 
> 



From krishna.prasad at spartanlabs.com  Tue Oct 16 12:21:09 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Tue, 16 Oct 2007 21:51:09 +0530
Subject: [rt-users] issue: mail generated for a ticket should have from name
	as queue name
Message-ID: <20071016162128.21EEE4D8044@diesel.bestpractical.com>

Hi,

 

I have an issue as below:

 

Any mail generated for a ticket should have "From Name" as "Queue Name".

 

For example: 

 

If the "Queue name is My_Queue" the mail should have "From Name as
My_Queue". But I am not getting the "From Name as My_Queue".

 

How can we solve this problem?

 

Thanks!!

 

With Regards,

Krishna Prasad

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From cnelson at nighthawkrad.net  Tue Oct 16 12:54:39 2007
From: cnelson at nighthawkrad.net (Chris Nelson)
Date: Tue, 16 Oct 2007 09:54:39 -0700
Subject: [rt-users] (Scrip help) Deleting a requestor upon ticket creation.
In-Reply-To: <47149B83.4030807@yahoo.com>
References: <4713D00C.700@nighthawkrad.net> <47149B83.4030807@yahoo.com>
Message-ID: <4714ECCF.7070309@nighthawkrad.net>

That worked!

The custom action cleanup code I had to use is:

my $T_Obj = $self->TicketObj;
my $requestor_address = $T_Obj->RequestorAddresses;
$RT::Logger->info("********* ReqAddr is $requestor_address");
$T_Obj->DeleteWatcher (
    Type  => "Requestor",
    Email => "$requestor_address"
);
$RT::Logger->info("********* After deletewatcher");
return 1;


Thanks for your help guys :)




Mathew Snyder wrote:
> This is a scrip I use for adding a requestor.  All you'd have to do is change
> the AddWatcher to DeleteWatcher and set up your conditions to what you need:
>
> Condition: User Defined
> Action: User Defined
> Template: Global template: Blank
> Stage: TransactionCreate
>
> Custom condition:
> You'll either want to come up with your own or set the condition above to On
> Create or whatever.
>
> Custom action preparation code:
> return 1;
>
> Custom action cleanup code:
> $self->TicketObj->AddWatcher (
>     Type  => 'Requestor',
>     Email => 'user at company.com'
> );
>
> Keep up with me and what I'm up to: http://theillien.blogspot.com
>
>
> Chris Nelson wrote:
>   
>> Hello list,
>>
>> I have a rather strange request, I want to delete a requestor when a
>> ticket is created.  Reason being, as the ticket is assigned to different
>> queues, replies to requestor are sent by the other queues, and that is
>> usually not needed for external requests. The easiest way to address
>> this would be to just remove the requestors on tickets created in that
>> queue.
>>
>>
>> Looking at the perldoc for Record.pm, I noticed that we can use
>> DeleteAttribute, so I tried:
>> Condition: On create
>> Action: User Defined
>> Template: Global Template: Blank
>> Stage: Transaction Create
>>
>> Custom Condition:
>>
>> Custom Action preparation Code: return 1;
>>
>> Custom action cleanup code:
>>
>> $self->TicketObj->DeleteAttribute('Requestor');
>>
>>
>>
>> But nothing's actually happening, and the requestor is listed on the
>> webui still. Is there a better way to do this? Am I even barking up the
>> right tree? Thanks in advance for your help.
>>
>>
>>     
>
>   


-- 
Chris Nelson


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From crpatter at ci.grand-rapids.mi.us  Tue Oct 16 13:16:23 2007
From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig)
Date: Tue, 16 Oct 2007 13:16:23 -0400
Subject: [rt-users] Asset Tracker: add link to asset from Ticketcustomfield
In-Reply-To: <1192541946.8376.38.camel@mlap>
References: <B91A344EF1E1C645B0319809F04BD716018AD169@C201MSGC0206.grand-rapids.mi.us>
	<1192456846.3175.11.camel@mlap>
	<B91A344EF1E1C645B0319809F04BD716018DD985@C201MSGC0206.grand-rapids.mi.us>
	<1192541946.8376.38.camel@mlap>
Message-ID: <B91A344EF1E1C645B0319809F04BD716018DDD9F@C201MSGC0206.grand-rapids.mi.us>

Matthew,

I was trying your method without success.  If I use put
at://[mywebpath]/asset/[assetid] in the "refers to" link, it returns
Couldn't resolve 'at://testhelpdesk/rt/asset/1' into a URI.

If I change "at" to "http", RT accepts it, but it really is just a hyper
link.  If I go to the asset page and look at "referred to by" is blank,
and if I click the link itself from the ticket screen, it opens up a new
window and I get a not found error.

Is there some step I'm missing?

Thanks for any suggestions,

Craig

-----Original Message-----
From: Matthew Keller [mailto:kellermg at potsdam.edu] 
Sent: Tuesday, October 16, 2007 9:39 AM
To: Patterson, Craig
Cc: Franzini, Gabriele [Nervianoms]; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Asset Tracker: add link to asset from
Ticketcustomfield

What I explained is exactly the same thing, without the need for a
custom field.

On Tue, 2007-10-16 at 09:33 -0400, Patterson, Craig wrote:
> Thanks Matthew and Gabrielle,
> 
> What I was trying to do was a little more complex, I probably didn't
> explain it very well.  I wanted make the asset a "refers to" link from
> the ticket's links page.  Luckily I finally found the solution in our
> old development DB.  The solution required a scrip which I found on
the
> old asset tracker list ages ago...
> 
> Custom Condition:
> my $trans = $self->TransactionObj->Type;
> my $new_value = $self->TransactionObj->NewValue;
> my $cf_id = $self->TransactionObj->Field;
> 
> if ($trans ne 'CustomField') { return 0; }
> if (! $new_value) { return 0; }
> my $cf = new RT::CustomField($RT::SystemUser);
> my ($id,$msg) = $cf->Load($cf_id);
> 
> if (!$id) {
>    $RT::Logger->crit("Could not load CF: $msg");
>    return 0;
> }
> if ($cf->Name ne 'asset') { return 0; }
> 
> 1;
> 
> Custom action preparation code:
> 1;
> 
> Custom action cleanup code:
> my $new_value = $self->TransactionObj->NewValue;
> my $asset = RTx::AssetTracker::Asset->new($self->CurrentUser);
> my ($id,$msg) = $asset->Load($new_value);
> if (! $id) {
>    $RT::Logger->crit("Could not load asset $new_value: $msg");
>    return 0;
> }
> ($id,$msg) = $self->TicketObj->AddLink(Type => 'RefersTo', Target =>
> $asset->URI);
> if (! $id) {
>    $RT::Logger->crit("Could not AddLink: $msg");
>    return 0;
> }
> 1;
> 
> So now I can type in the name of the asset on in Tickets custom field
> and automatically link it to the asset.  What is the benefit?  We
don't
> have to change our ticket creation process for regular user requests,
> ie, from the phone or from email.  Plus, we can look at the asset and
> see all of the tickets associated to it in the "Referred to by" area.
> 
> Craig
>  
> -----Original Message-----
> From: Matthew Keller [mailto:kellermg at potsdam.edu] 
> Sent: Monday, October 15, 2007 10:01 AM
> To: Patterson, Craig
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Asset Tracker: add link to asset from Ticket
> customfield
> 
> In the "refers to" field of the ticket, put
'at://potsdam.edu/asset/66'
> where 'potsdam.edu' is the name of the RT domain, and '66' is the
number
> of the ticket.
> 
> 
> On Fri, 2007-10-12 at 10:57 -0400, Patterson, Craig wrote:
> > Everyone,
> > 
> > I apologize for posting this on the RT list, but I can not find even
> an
> > archive of the old AT list, and I'm sure I've seen the answer to my
> > question there. 
> > 
> > Basically, I want to be able to link a ticket to an asset by putting
> the
> > assets id in a custom field for the ticket.  I recall that it was
> quite
> > simple.  You needed to put in a value in the "Link values to" for
the
> > tickets custom field, I just don't recall for the format was.
> 
> 



From kellermg at potsdam.edu  Tue Oct 16 13:35:10 2007
From: kellermg at potsdam.edu (Matthew Keller)
Date: 16 Oct 2007 13:35:10 -0400
Subject: [rt-users] Asset Tracker: add link to asset from Ticketcustomfield
In-Reply-To: <B91A344EF1E1C645B0319809F04BD716018DDD9F@C201MSGC0206.grand-rapids.mi.us>
References: <B91A344EF1E1C645B0319809F04BD716018AD169@C201MSGC0206.grand-rapids.mi.us>
	<1192456846.3175.11.camel@mlap>
	<B91A344EF1E1C645B0319809F04BD716018DD985@C201MSGC0206.grand-rapids.mi.us>
	<1192541946.8376.38.camel@mlap>
	<B91A344EF1E1C645B0319809F04BD716018DDD9F@C201MSGC0206.grand-rapids.mi.us>
Message-ID: <1192556110.8376.54.camel@mlap>

look in RT_SiteConfig.pm for what '$rtname' is set to - this is what you
should put in what you have marked as [mywebpath].

eg. Set( $rtname, 'potsdam.edu');

On Tue, 2007-10-16 at 13:16 -0400, Patterson, Craig wrote:
> Matthew,
> 
> I was trying your method without success.  If I use put
> at://[mywebpath]/asset/[assetid] in the "refers to" link, it returns
> Couldn't resolve 'at://testhelpdesk/rt/asset/1' into a URI.
> 
> If I change "at" to "http", RT accepts it, but it really is just a hyper
> link.  If I go to the asset page and look at "referred to by" is blank,
> and if I click the link itself from the ticket screen, it opens up a new
> window and I get a not found error.
> 
> Is there some step I'm missing?
> 
> Thanks for any suggestions,
> 
> Craig
> 
> -----Original Message-----
> From: Matthew Keller [mailto:kellermg at potsdam.edu] 
> Sent: Tuesday, October 16, 2007 9:39 AM
> To: Patterson, Craig
> Cc: Franzini, Gabriele [Nervianoms]; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Asset Tracker: add link to asset from
> Ticketcustomfield
> 
> What I explained is exactly the same thing, without the need for a
> custom field.
> 
> On Tue, 2007-10-16 at 09:33 -0400, Patterson, Craig wrote:
> > Thanks Matthew and Gabrielle,
> > 
> > What I was trying to do was a little more complex, I probably didn't
> > explain it very well.  I wanted make the asset a "refers to" link from
> > the ticket's links page.  Luckily I finally found the solution in our
> > old development DB.  The solution required a scrip which I found on
> the
> > old asset tracker list ages ago...
> > 
> > Custom Condition:
> > my $trans = $self->TransactionObj->Type;
> > my $new_value = $self->TransactionObj->NewValue;
> > my $cf_id = $self->TransactionObj->Field;
> > 
> > if ($trans ne 'CustomField') { return 0; }
> > if (! $new_value) { return 0; }
> > my $cf = new RT::CustomField($RT::SystemUser);
> > my ($id,$msg) = $cf->Load($cf_id);
> > 
> > if (!$id) {
> >    $RT::Logger->crit("Could not load CF: $msg");
> >    return 0;
> > }
> > if ($cf->Name ne 'asset') { return 0; }
> > 
> > 1;
> > 
> > Custom action preparation code:
> > 1;
> > 
> > Custom action cleanup code:
> > my $new_value = $self->TransactionObj->NewValue;
> > my $asset = RTx::AssetTracker::Asset->new($self->CurrentUser);
> > my ($id,$msg) = $asset->Load($new_value);
> > if (! $id) {
> >    $RT::Logger->crit("Could not load asset $new_value: $msg");
> >    return 0;
> > }
> > ($id,$msg) = $self->TicketObj->AddLink(Type => 'RefersTo', Target =>
> > $asset->URI);
> > if (! $id) {
> >    $RT::Logger->crit("Could not AddLink: $msg");
> >    return 0;
> > }
> > 1;
> > 
> > So now I can type in the name of the asset on in Tickets custom field
> > and automatically link it to the asset.  What is the benefit?  We
> don't
> > have to change our ticket creation process for regular user requests,
> > ie, from the phone or from email.  Plus, we can look at the asset and
> > see all of the tickets associated to it in the "Referred to by" area.
> > 
> > Craig
> >  
> > -----Original Message-----
> > From: Matthew Keller [mailto:kellermg at potsdam.edu] 
> > Sent: Monday, October 15, 2007 10:01 AM
> > To: Patterson, Craig
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] Asset Tracker: add link to asset from Ticket
> > customfield
> > 
> > In the "refers to" field of the ticket, put
> 'at://potsdam.edu/asset/66'
> > where 'potsdam.edu' is the name of the RT domain, and '66' is the
> number
> > of the ticket.
> > 
> > 
> > On Fri, 2007-10-12 at 10:57 -0400, Patterson, Craig wrote:
> > > Everyone,
> > > 
> > > I apologize for posting this on the RT list, but I can not find even
> > an
> > > archive of the old AT list, and I'm sure I've seen the answer to my
> > > question there. 
> > > 
> > > Basically, I want to be able to link a ticket to an asset by putting
> > the
> > > assets id in a custom field for the ticket.  I recall that it was
> > quite
> > > simple.  You needed to put in a value in the "Link values to" for
> the
> > > tickets custom field, I just don't recall for the format was.
> > 
> > 
> 



From TSumner at tmwsystems.com  Tue Oct 16 13:54:42 2007
From: TSumner at tmwsystems.com (Sumner, Todd)
Date: Tue, 16 Oct 2007 13:54:42 -0400
Subject: [rt-users] Auto-create Ticket CC from Email CC
Message-ID: <59B2106F5DF2354FAC9DF6F4D488B8BE011E6033@clemail2.tmwsystems.com>

On ticket creation via Email addressed to system, would like to have all
CC's that were on original email request auto-added as CC's on Ticket.

 

RT v3.6.5

 

Thanks, Todd

 

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From edward.kovarski at groupkae.com  Tue Oct 16 15:52:34 2007
From: edward.kovarski at groupkae.com (Edward Kovarski)
Date: Tue, 16 Oct 2007 15:52:34 -0400
Subject: [rt-users] Auto-create Ticket CC from Email CC
In-Reply-To: <59B2106F5DF2354FAC9DF6F4D488B8BE011E6033@clemail2.tmwsystems.com>
References: <59B2106F5DF2354FAC9DF6F4D488B8BE011E6033@clemail2.tmwsystems.com>
Message-ID: <952C75D0-73AA-4266-A71F-C3ABD3DFF18F@groupkae.com>

Todd,

If I am not mistaken, that is the default behaviour -- all CC's are  
automatically added and maintained within the ticket context.

Ed

On 16-Oct-07, at 1:54 PM, Sumner, Todd wrote:

> On ticket creation via Email addressed to system, would like to  
> have all CC?s that were on original email request auto-added as  
> CC?s on Ticket.
>
>
>
> RT v3.6.5
>
>
>
> Thanks, Todd
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From schamane at fam.tuwien.ac.at  Tue Oct 16 16:18:54 2007
From: schamane at fam.tuwien.ac.at (Andreas Schamanek)
Date: Tue, 16 Oct 2007 22:18:54 +0200 (CEST)
Subject: [rt-users] Auto-create Ticket CC from Email CC
In-Reply-To: <952C75D0-73AA-4266-A71F-C3ABD3DFF18F@groupkae.com>
References: <59B2106F5DF2354FAC9DF6F4D488B8BE011E6033@clemail2.tmwsystems.com>
	<952C75D0-73AA-4266-A71F-C3ABD3DFF18F@groupkae.com>
Message-ID: <alpine.DEB.0.9999.0710162217400.30327_qp2eml_@doob.fam.tuwien.ac.at>


Hi there,

On Tue, 16 Oct 2007, Edward Kovarski wrote:

> If I am not mistaken, that is the default behaviour -- all CC's are
> automatically added and maintained within the ticket context.

AFAIK, it's not a default. It's done if

  Set($ParseNewMessageForTicketCcs , true);

is set in RT_SiteConfig.pm

HTH,

-- 
-- Andreas



From edward.kovarski at groupkae.com  Tue Oct 16 16:39:12 2007
From: edward.kovarski at groupkae.com (Edward Kovarski)
Date: Tue, 16 Oct 2007 16:39:12 -0400
Subject: [rt-users] Auto-create Ticket CC from Email CC
In-Reply-To: <alpine.DEB.0.9999.0710162217400.30327_qp2eml_@doob.fam.tuwien.ac.at>
References: <59B2106F5DF2354FAC9DF6F4D488B8BE011E6033@clemail2.tmwsystems.com>
	<952C75D0-73AA-4266-A71F-C3ABD3DFF18F@groupkae.com>
	<alpine.DEB.0.9999.0710162217400.30327_qp2eml_@doob.fam.tuwien.ac.at>
Message-ID: <0B94D178-7D95-47F6-9893-5FD90E827B66@groupkae.com>

Andreas,

Thanks for pointing out the setting. I've grown so accustomed to  
enabling many of the settings that I am starting to believe that it  
is default behaviour.

On 16-Oct-07, at 4:18 PM, Andreas Schamanek wrote:

>
> Hi there,
>
> On Tue, 16 Oct 2007, Edward Kovarski wrote:
>
>> If I am not mistaken, that is the default behaviour -- all CC's are
>> automatically added and maintained within the ticket context.
>
> AFAIK, it's not a default. It's done if
>
>   Set($ParseNewMessageForTicketCcs , true);
>
> is set in RT_SiteConfig.pm
>
> HTH,
>
> -- 
> -- Andreas
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From crpatter at ci.grand-rapids.mi.us  Tue Oct 16 17:08:28 2007
From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig)
Date: Tue, 16 Oct 2007 17:08:28 -0400
Subject: [rt-users] Asset Tracker: add link to asset fromTicketcustomfield
In-Reply-To: <1192556110.8376.54.camel@mlap>
References: <B91A344EF1E1C645B0319809F04BD716018AD169@C201MSGC0206.grand-rapids.mi.us>
	<1192456846.3175.11.camel@mlap>
	<B91A344EF1E1C645B0319809F04BD716018DD985@C201MSGC0206.grand-rapids.mi.us>
	<1192541946.8376.38.camel@mlap>
	<B91A344EF1E1C645B0319809F04BD716018DDD9F@C201MSGC0206.grand-rapids.mi.us>
	<1192556110.8376.54.camel@mlap>
Message-ID: <B91A344EF1E1C645B0319809F04BD7160190273B@C201MSGC0206.grand-rapids.mi.us>

Actually, it was the $Organization that needed to be changed.  I hadn't
changed mine from default and it was looking for
"at://example.com/asset/1"

My system is in production and I'm afraid if I change it as this point,
I'm going to mess up all of my existing links.  I may have to live with
it unless there is a way to update my existing links.

Thanks for the insight,

Craig

-----Original Message-----
From: Matthew Keller [mailto:kellermg at potsdam.edu] 
Sent: Tuesday, October 16, 2007 1:35 PM
To: Patterson, Craig
Cc: Franzini, Gabriele [Nervianoms]; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Asset Tracker: add link to asset
fromTicketcustomfield

look in RT_SiteConfig.pm for what '$rtname' is set to - this is what you
should put in what you have marked as [mywebpath].

eg. Set( $rtname, 'potsdam.edu');

On Tue, 2007-10-16 at 13:16 -0400, Patterson, Craig wrote:
> Matthew,
> 
> I was trying your method without success.  If I use put
> at://[mywebpath]/asset/[assetid] in the "refers to" link, it returns
> Couldn't resolve 'at://testhelpdesk/rt/asset/1' into a URI.
> 
> If I change "at" to "http", RT accepts it, but it really is just a
hyper
> link.  If I go to the asset page and look at "referred to by" is
blank,
> and if I click the link itself from the ticket screen, it opens up a
new
> window and I get a not found error.
> 
> Is there some step I'm missing?
> 
> Thanks for any suggestions,
> 
> Craig
> 
> -----Original Message-----
> From: Matthew Keller [mailto:kellermg at potsdam.edu] 
> Sent: Tuesday, October 16, 2007 9:39 AM
> To: Patterson, Craig
> Cc: Franzini, Gabriele [Nervianoms]; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Asset Tracker: add link to asset from
> Ticketcustomfield
> 
> What I explained is exactly the same thing, without the need for a
> custom field.
> 
> On Tue, 2007-10-16 at 09:33 -0400, Patterson, Craig wrote:
> > Thanks Matthew and Gabrielle,
> > 
> > What I was trying to do was a little more complex, I probably didn't
> > explain it very well.  I wanted make the asset a "refers to" link
from
> > the ticket's links page.  Luckily I finally found the solution in
our
> > old development DB.  The solution required a scrip which I found on
> the
> > old asset tracker list ages ago...
> > 
> > Custom Condition:
> > my $trans = $self->TransactionObj->Type;
> > my $new_value = $self->TransactionObj->NewValue;
> > my $cf_id = $self->TransactionObj->Field;
> > 
> > if ($trans ne 'CustomField') { return 0; }
> > if (! $new_value) { return 0; }
> > my $cf = new RT::CustomField($RT::SystemUser);
> > my ($id,$msg) = $cf->Load($cf_id);
> > 
> > if (!$id) {
> >    $RT::Logger->crit("Could not load CF: $msg");
> >    return 0;
> > }
> > if ($cf->Name ne 'asset') { return 0; }
> > 
> > 1;
> > 
> > Custom action preparation code:
> > 1;
> > 
> > Custom action cleanup code:
> > my $new_value = $self->TransactionObj->NewValue;
> > my $asset = RTx::AssetTracker::Asset->new($self->CurrentUser);
> > my ($id,$msg) = $asset->Load($new_value);
> > if (! $id) {
> >    $RT::Logger->crit("Could not load asset $new_value: $msg");
> >    return 0;
> > }
> > ($id,$msg) = $self->TicketObj->AddLink(Type => 'RefersTo', Target =>
> > $asset->URI);
> > if (! $id) {
> >    $RT::Logger->crit("Could not AddLink: $msg");
> >    return 0;
> > }
> > 1;
> > 
> > So now I can type in the name of the asset on in Tickets custom
field
> > and automatically link it to the asset.  What is the benefit?  We
> don't
> > have to change our ticket creation process for regular user
requests,
> > ie, from the phone or from email.  Plus, we can look at the asset
and
> > see all of the tickets associated to it in the "Referred to by"
area.
> > 
> > Craig
> >  
> > -----Original Message-----
> > From: Matthew Keller [mailto:kellermg at potsdam.edu] 
> > Sent: Monday, October 15, 2007 10:01 AM
> > To: Patterson, Craig
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] Asset Tracker: add link to asset from Ticket
> > customfield
> > 
> > In the "refers to" field of the ticket, put
> 'at://potsdam.edu/asset/66'
> > where 'potsdam.edu' is the name of the RT domain, and '66' is the
> number
> > of the ticket.
> > 
> > 
> > On Fri, 2007-10-12 at 10:57 -0400, Patterson, Craig wrote:
> > > Everyone,
> > > 
> > > I apologize for posting this on the RT list, but I can not find
even
> > an
> > > archive of the old AT list, and I'm sure I've seen the answer to
my
> > > question there. 
> > > 
> > > Basically, I want to be able to link a ticket to an asset by
putting
> > the
> > > assets id in a custom field for the ticket.  I recall that it was
> > quite
> > > simple.  You needed to put in a value in the "Link values to" for
> the
> > > tickets custom field, I just don't recall for the format was.
> > 
> > 
> 



From JoopvandeWege at mococo.nl  Wed Oct 17 02:32:06 2007
From: JoopvandeWege at mococo.nl (Joop)
Date: Wed, 17 Oct 2007 08:32:06 +0200
Subject: [rt-users] Asset Tracker: add link to asset fromTicketcustomfield
In-Reply-To: <B91A344EF1E1C645B0319809F04BD7160190273B@C201MSGC0206.grand-rapids.mi.us>
References: <B91A344EF1E1C645B0319809F04BD716018AD169@C201MSGC0206.grand-rapids.mi.us>	<1192456846.3175.11.camel@mlap>	<B91A344EF1E1C645B0319809F04BD716018DD985@C201MSGC0206.grand-rapids.mi.us>	<1192541946.8376.38.camel@mlap>	<B91A344EF1E1C645B0319809F04BD716018DDD9F@C201MSGC0206.grand-rapids.mi.us>	<1192556110.8376.54.camel@mlap>
	<B91A344EF1E1C645B0319809F04BD7160190273B@C201MSGC0206.grand-rapids.mi.us>
Message-ID: <4715AC66.7030508@mococo.nl>

Patterson, Craig wrote:
> Actually, it was the $Organization that needed to be changed.  I hadn't
> changed mine from default and it was looking for
> "at://example.com/asset/1"
> 
> My system is in production and I'm afraid if I change it as this point,
> I'm going to mess up all of my existing links.  I may have to live with
> it unless there is a way to update my existing links.

There is but first a word of warning. Do try this on a test db !!!
All you need to do is update the Links table with the correct 
information, changing all at://example.com/asset/ rows to the correct 
at://$Organisation/asset/
There is also information in the Transactions table concerning links but 
it looks like it is historical information.  You could opt to change 
this as well.

I have done this once for a production system where there was a name 
change and haven't had a problem since so I think it is safe to do, 
YMMV, do be careful to test this on a test DB first!!

Good luck,

Joop




From rainer at ultra-secure.de  Wed Oct 17 04:15:38 2007
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Wed, 17 Oct 2007 10:15:38 +0200
Subject: [rt-users] Postgres doesn't like Barracuda notification mails
Message-ID: <4715C4AA.9060308@ultra-secure.de>

Hi,

I got a lot of mails from my fetchmail-cronjob this morning, that said:

RT server error.

The RT server which handled your email did not behave as expected. It
said:

no connection to syslog available
        - stream /dev/conslog is not writable
        - console is not writable at
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 77

Stack:
  [/usr/local/lib/perl5/5.8.8/Carp.pm:269]
  [/usr/local/lib/perl5/5.8.8/mach/Sys/Syslog.pm:802]
  [/usr/local/lib/perl5/5.8.8/mach/Sys/Syslog.pm:709]
  [/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm:77]
  [/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Output.pm:41]
  [/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm:100]
  [/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm:79]
  [/usr/local/lib/perl5/5.8.8/Carp.pm:272]
  [/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:518]
  [/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:353]
  [/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Pg.pm:66]
  [/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:1294]
  [/usr/local/rt3/lib/RT/Record.pm:310]
  [/usr/local/rt3/lib/RT/Attachment_Overlay.pm:207]
  [/usr/local/rt3/lib/RT/Attachment_Overlay.pm:189]
  [/usr/local/rt3/lib/RT/Attachment_Overlay.pm:189]
  [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:487]
  [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158]
  [/usr/local/rt3/lib/RT/Record.pm:1446]
  [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:746]
  [/usr/local/rt3/lib/RT/Interface/Email.pm:730]
  [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]

fetchmail: MDA returned nonzero status 75



In the rt.log, there was this:
[Wed Oct 17 07:05:03 2007] [warning]: DBD::Pg::st execute failed:
ERROR:  invalid byte sequence for encoding "UTF8": 0xdc62
HINT:  This error can also happen if the byte sequence does not match
the encoding expected by the server, which is controlled by "client_e
ncoding".
(/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
[Wed Oct 17 07:05:03 2007] [warning]: RT::Handle=HASH(0xae33e88)
couldn't execute the query 'INSERT INTO Attachments (ContentType, Parent,
Subject, Filename, Headers, Creator, MessageId, Created, Content,
ContentEncoding, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'
 at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
line 518
       
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xae33e88)',
'INSERT INTO Attachments (ContentType, Parent, Subject, File
na...', 'text/plain', 27634, '', 'undef', 'Content-Type: text/plain;
charset="utf-8"\x{a}Content-Transfer-En...', 14039, '', ...) called at
 /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 353
       
DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0xae33e88)',
'Attachments', 'ContentType', 'text/plain', 'Parent', 27634, 'Sub
ject', '', 'Filename', ...) called at
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Pg.pm line 66
       
DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0xae33e88)',
'Attachments', 'ContentType', 'text/plain', 'Parent', 27634,
'Subject', '', 'Filename', ...) called at
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1294
       
DBIx::SearchBuilder::Record::Create('RT::Attachment=HASH(0xd662500)',
'ContentType', 'text/plain', 'Parent', 27634, 'Subject', '',
'Filename', 'undef', ...) called at /usr/local/rt3/lib/RT/Record.pm line 310
        RT::Record::Create('RT::Attachment=HASH(0xd662500)',
'TransactionId', 53476, 'ContentType', 'text/plain', 'ContentEncoding',
'none'
, 'Parent', 27634, ...) called at
/usr/local/rt3/lib/RT/Attachment_Overlay.pm line 207
        RT::Attachment::Create('RT::Attachment=HASH(0xd662500)',
'TransactionId', 53476, 'Parent', 27634, 'Attachment', 'MIME::Entity=HASH(
0xd5ec140)') called at /usr/local/rt3/lib/RT/Attachment_Overlay.pm line 189
        RT::Attachment::Create('RT::Attachment=HASH(0xd673fb8)',
'TransactionId', 53476, 'Parent', 27633, 'Attachment', 'MIME::Entity=HASH(
0xd00e02c)') called at /usr/local/rt3/lib/RT/Attachment_Overlay.pm line 189
        RT::Attachment::Create('RT::Attachment=HASH(0xd570aa4)',
'TransactionId', 53476, 'Attachment', 'MIME::Entity=HASH(0xd31a734)') call
ed at /usr/local/rt3/lib/RT/Transaction_Overlay.pm line 487
        RT::Transaction::_Attach('RT::Transaction=HASH(0xd63d5d8)',
'MIME::Entity=HASH(0xd31a734)') called at /usr/local/rt3/lib/RT/Transac
tion_Overlay.pm line 158
        RT::Transaction::Create('RT::Transaction=HASH(0xd63d5d8)',
'ObjectId', 3687, 'ObjectType', 'RT::Ticket', 'TimeTaken', 0, 'Type', 'C
reate', ...) called at /usr/local/rt3/lib/RT/Record.pm line 1446
        RT::Record::_NewTransaction('RT::Ticket=HASH(0xd4ea008)',
'Type', 'Create', 'TimeTaken', 0, 'MIMEObj', 'MIME::Entity=HASH(0xd31a734
)') called at /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 746
        RT::Ticket::Create('RT::Ticket=HASH(0xd4ea008)', 'Queue', 13,
'Subject', 'SpamQuarant\x{c3}\x{a4}ne Zusammenfassung', 'Requestor',
'ARRAY(0xd63d254)', 'Cc', 'ARRAY(0xd666334)', ...) called at
/usr/local/rt3/lib/RT/Interface/Email.pm line 730
        RT::Interface::Email::Gateway('HASH(0xd666388)') called at
/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 61
        HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action',
'correspond', 'queue', 'hosting', 'message', 'Received: from mail.
scalera.ch [195.129.94.194]\x{a}\x{9}by rt3.ip-te...') called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
       
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb49a5d4)',
'SessionType', 'REST', 'action', 'correspond', 'qu
eue', 'hosting', 'message', 'Received: from mail.scalera.ch
[195.129.94.194]\x{a}\x{9}by rt3.ip-te...', ...) called at
/usr/local/lib/perl5
/site_perl/5.8.8/HTML/Mason/Request.pm line 1251
        eval {...} called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246
        HTML::Mason::Request::comp('undef', 'undef', 'undef',
'SessionType', 'REST', 'action', 'correspond', 'queue', 'hosting', ...)
calle
d at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460
        eval {...} called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460
        eval {...} called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 412
       
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xd34ff24)')
called at /usr/local/lib/perl5/site_perl/5.8.8/HT
ML/Mason/ApacheHandler.pm line 168
       
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xd34ff24)')
called at /usr/local/lib/perl5/sit
e_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 826
       
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xae2c628)',
'Apache2::RequestRec=SCALAR(0xd63165c)') c
alled at /usr/local/rt3/bin/webmux.pl line 125
        eval {...} called at /usr/local/rt3/bin/webmux.pl line 125
        RT::Mason::handler('Apache2::RequestRec=SCALAR(0xd63165c)')
called at -e line 0
        eval {...} called at -e line 0
(/usr/local/lib/perl5/5.8.8/Carp.pm:272)
[Wed Oct 17 07:05:03 2007] [crit]: Transaction not committed. Usually
indicates a software fault.Data loss may have occurred (/usr/local/rt
3/lib/RT/Interface/Web/Handler.pm:195)



The culprit turned out to be a nightly Barracuda notification mail, that
has now been re-routed to another account (it's useless in RT anyway).

But my question is actually, if RT is not supposed to somehow "sanitize"
these mails before they reach the database?
I don't want this to happen again.


I use RT 3.6.4 on FreeBSD6.2 with PostgreSQL 8.2.4 (and apache2/mod_perl2).



cheers,
Rainer



From torben.nehmer at cancom.de  Wed Oct 17 04:10:46 2007
From: torben.nehmer at cancom.de (Torben Nehmer)
Date: Wed, 17 Oct 2007 10:10:46 +0200
Subject: [rt-users] RSS Feed Permissions/Authentication problem
Message-ID: <2100343CC6E60840AE5A814BA8A09CE001C8A095@jetex001.int.cancom.de>

Hello everybody,
 
is there a way to load the RSS feeds of RT within a RSS Reader without having to use the form based authentication beforehand?
 
In my case here I have tried adding a Ticket Feed to the Outlook of my boss, which can't load the feed because of missing authentication (obviously). Other RSS Readers could have the same problem, I'd suspect.
 
 
Greetings,
Torben.
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From pooka at t-online.de  Wed Oct 17 06:18:05 2007
From: pooka at t-online.de (Olaf Hamann)
Date: Wed, 17 Oct 2007 12:18:05 +0200
Subject: [rt-users] Missing numers in consecutive order of Ticket.Id in
	mysql table Tickets
Message-ID: <4715E15D.9040201@t-online.de>

Hello,
we noticed, that the values for id in table Tickets are not strictly 
serially numbered.
About 8.000 tickets are in our database, about 30 'holes' are detected.
We do not miss any tickets.
We're just wondering if this is 'normal' behaviour or if we have to 
throw a life belt :-)

Thank you very much,
Olaf Hamann




From alberto.nardi at mcc.it  Wed Oct 17 06:24:21 2007
From: alberto.nardi at mcc.it (Nardi Alberto)
Date: Wed, 17 Oct 2007 12:24:21 +0200
Subject: [rt-users] Automatic Extract Article from Ticket
Message-ID: <CF23788EBA4C2C46B62795A19ABBEA94013AC3A0@EXCS.mcc.it>

I am a newbie  of RT/RTFM  and I'm trying to create a scrip that when a
Ticket is created (gui o e-mail ),  automatically creates an item in
RTFM.

I have the class associated to the Queue and only one custom Field (
body of the article )
Some have already had this experience?

RTv3.4.5 RTFM 2.2.0

Thanks in advance for your help

Alberto

 

 

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From jose.junior at mds.gov.br  Wed Oct 17 07:53:30 2007
From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=)
Date: Wed, 17 Oct 2007 09:53:30 -0200
Subject: [rt-users] Loops and too much tickets
Message-ID: <4715F7BA.6000102@mds.gov.br>

So I got a loop yesterday. Somehow, one queue was added as requestor to 
a ticket, and everytime it received an comment via mailgateway it sent 
an email back to the requestors (it being the other queue again).

But after 1000+ comments I removed the permissions for "everyone" in a 
queue and the emails stoped.

What I want to do now is to remove the offending ticket. I tried setting 
its status to 'removed' but the comments open it again. How can I safely 
remove a ticket from the existance in RT, is it possible?

thanks.



From sven.sternberger at desy.de  Wed Oct 17 08:09:11 2007
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Wed, 17 Oct 2007 14:09:11 +0200
Subject: [rt-users] Tickets in RT3.6.5 not correctoly displayed!
Message-ID: <1192622951.5771.15.camel@pcx4546.desy.de>

Hello!

I noticed that some of our tickets are not correct rendered.
Long lines in ticket text are not wrapped and
running out the HTML Boxes.

Text buttons (Reply, COmment, Download) in the affected 
correspondence transaction are also misplaced.
The rendering of the other correspondence in the
same ticket is not affected.

The problem seems to be triggered by extreme long URLs
(which have no spaces of course)
It seems reasonable not to wrap them, but 
if you look at the output it looks broken.

best regards!

sven




From ruz at bestpractical.com  Wed Oct 17 08:57:33 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 17 Oct 2007 16:57:33 +0400
Subject: [rt-users] Postgres doesn't like Barracuda notification mails
In-Reply-To: <4715C4AA.9060308@ultra-secure.de>
References: <4715C4AA.9060308@ultra-secure.de>
Message-ID: <589c94400710170557y2bd5ea0dx554a10bf7d2be326@mail.gmail.com>

That would be great if you grab one of emails and send it for analysis
and most probably we'll fix an issues and write a regression test.

On 10/17/07, Rainer Duffner <rainer at ultra-secure.de> wrote:
> Hi,
>
> I got a lot of mails from my fetchmail-cronjob this morning, that said:
>
> RT server error.
>
> The RT server which handled your email did not behave as expected. It
> said:
>
> no connection to syslog available
>         - stream /dev/conslog is not writable
>         - console is not writable at
> /usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 77
>
> Stack:
>   [/usr/local/lib/perl5/5.8.8/Carp.pm:269]
>   [/usr/local/lib/perl5/5.8.8/mach/Sys/Syslog.pm:802]
>   [/usr/local/lib/perl5/5.8.8/mach/Sys/Syslog.pm:709]
>   [/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm:77]
>   [/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Output.pm:41]
>   [/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm:100]
>   [/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm:79]
>   [/usr/local/lib/perl5/5.8.8/Carp.pm:272]
>   [/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:518]
>   [/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:353]
>   [/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Pg.pm:66]
>   [/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:1294]
>   [/usr/local/rt3/lib/RT/Record.pm:310]
>   [/usr/local/rt3/lib/RT/Attachment_Overlay.pm:207]
>   [/usr/local/rt3/lib/RT/Attachment_Overlay.pm:189]
>   [/usr/local/rt3/lib/RT/Attachment_Overlay.pm:189]
>   [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:487]
>   [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158]
>   [/usr/local/rt3/lib/RT/Record.pm:1446]
>   [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:746]
>   [/usr/local/rt3/lib/RT/Interface/Email.pm:730]
>   [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]
>
> fetchmail: MDA returned nonzero status 75
>
>
>
> In the rt.log, there was this:
> [Wed Oct 17 07:05:03 2007] [warning]: DBD::Pg::st execute failed:
> ERROR:  invalid byte sequence for encoding "UTF8": 0xdc62
> HINT:  This error can also happen if the byte sequence does not match
> the encoding expected by the server, which is controlled by "client_e
> ncoding".
> (/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
> [Wed Oct 17 07:05:03 2007] [warning]: RT::Handle=HASH(0xae33e88)
> couldn't execute the query 'INSERT INTO Attachments (ContentType, Parent,
> Subject, Filename, Headers, Creator, MessageId, Created, Content,
> ContentEncoding, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'
>  at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
> line 518
>
> DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xae33e88)',
> 'INSERT INTO Attachments (ContentType, Parent, Subject, File
> na...', 'text/plain', 27634, '', 'undef', 'Content-Type: text/plain;
> charset="utf-8"\x{a}Content-Transfer-En...', 14039, '', ...) called at
>  /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 353
>
> DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0xae33e88)',
> 'Attachments', 'ContentType', 'text/plain', 'Parent', 27634, 'Sub
> ject', '', 'Filename', ...) called at
> /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Pg.pm line 66
>
> DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0xae33e88)',
> 'Attachments', 'ContentType', 'text/plain', 'Parent', 27634,
> 'Subject', '', 'Filename', ...) called at
> /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1294
>
> DBIx::SearchBuilder::Record::Create('RT::Attachment=HASH(0xd662500)',
> 'ContentType', 'text/plain', 'Parent', 27634, 'Subject', '',
> 'Filename', 'undef', ...) called at /usr/local/rt3/lib/RT/Record.pm line 310
>         RT::Record::Create('RT::Attachment=HASH(0xd662500)',
> 'TransactionId', 53476, 'ContentType', 'text/plain', 'ContentEncoding',
> 'none'
> , 'Parent', 27634, ...) called at
> /usr/local/rt3/lib/RT/Attachment_Overlay.pm line 207
>         RT::Attachment::Create('RT::Attachment=HASH(0xd662500)',
> 'TransactionId', 53476, 'Parent', 27634, 'Attachment', 'MIME::Entity=HASH(
> 0xd5ec140)') called at /usr/local/rt3/lib/RT/Attachment_Overlay.pm line 189
>         RT::Attachment::Create('RT::Attachment=HASH(0xd673fb8)',
> 'TransactionId', 53476, 'Parent', 27633, 'Attachment', 'MIME::Entity=HASH(
> 0xd00e02c)') called at /usr/local/rt3/lib/RT/Attachment_Overlay.pm line 189
>         RT::Attachment::Create('RT::Attachment=HASH(0xd570aa4)',
> 'TransactionId', 53476, 'Attachment', 'MIME::Entity=HASH(0xd31a734)') call
> ed at /usr/local/rt3/lib/RT/Transaction_Overlay.pm line 487
>         RT::Transaction::_Attach('RT::Transaction=HASH(0xd63d5d8)',
> 'MIME::Entity=HASH(0xd31a734)') called at /usr/local/rt3/lib/RT/Transac
> tion_Overlay.pm line 158
>         RT::Transaction::Create('RT::Transaction=HASH(0xd63d5d8)',
> 'ObjectId', 3687, 'ObjectType', 'RT::Ticket', 'TimeTaken', 0, 'Type', 'C
> reate', ...) called at /usr/local/rt3/lib/RT/Record.pm line 1446
>         RT::Record::_NewTransaction('RT::Ticket=HASH(0xd4ea008)',
> 'Type', 'Create', 'TimeTaken', 0, 'MIMEObj', 'MIME::Entity=HASH(0xd31a734
> )') called at /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 746
>         RT::Ticket::Create('RT::Ticket=HASH(0xd4ea008)', 'Queue', 13,
> 'Subject', 'SpamQuarant\x{c3}\x{a4}ne Zusammenfassung', 'Requestor',
> 'ARRAY(0xd63d254)', 'Cc', 'ARRAY(0xd666334)', ...) called at
> /usr/local/rt3/lib/RT/Interface/Email.pm line 730
>         RT::Interface::Email::Gateway('HASH(0xd666388)') called at
> /usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 61
>         HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action',
> 'correspond', 'queue', 'hosting', 'message', 'Received: from mail.
> scalera.ch [195.129.94.194]\x{a}\x{9}by rt3.ip-te...') called at
> /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
>
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb49a5d4)',
> 'SessionType', 'REST', 'action', 'correspond', 'qu
> eue', 'hosting', 'message', 'Received: from mail.scalera.ch
> [195.129.94.194]\x{a}\x{9}by rt3.ip-te...', ...) called at
> /usr/local/lib/perl5
> /site_perl/5.8.8/HTML/Mason/Request.pm line 1251
>         eval {...} called at
> /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246
>         HTML::Mason::Request::comp('undef', 'undef', 'undef',
> 'SessionType', 'REST', 'action', 'correspond', 'queue', 'hosting', ...)
> calle
> d at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460
>         eval {...} called at
> /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460
>         eval {...} called at
> /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 412
>
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xd34ff24)')
> called at /usr/local/lib/perl5/site_perl/5.8.8/HT
> ML/Mason/ApacheHandler.pm line 168
>
> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xd34ff24)')
> called at /usr/local/lib/perl5/sit
> e_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 826
>
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xae2c628)',
> 'Apache2::RequestRec=SCALAR(0xd63165c)') c
> alled at /usr/local/rt3/bin/webmux.pl line 125
>         eval {...} called at /usr/local/rt3/bin/webmux.pl line 125
>         RT::Mason::handler('Apache2::RequestRec=SCALAR(0xd63165c)')
> called at -e line 0
>         eval {...} called at -e line 0
> (/usr/local/lib/perl5/5.8.8/Carp.pm:272)
> [Wed Oct 17 07:05:03 2007] [crit]: Transaction not committed. Usually
> indicates a software fault.Data loss may have occurred (/usr/local/rt
> 3/lib/RT/Interface/Web/Handler.pm:195)
>
>
>
> The culprit turned out to be a nightly Barracuda notification mail, that
> has now been re-routed to another account (it's useless in RT anyway).
>
> But my question is actually, if RT is not supposed to somehow "sanitize"
> these mails before they reach the database?
> I don't want this to happen again.
>
>
> I use RT 3.6.4 on FreeBSD6.2 with PostgreSQL 8.2.4 (and apache2/mod_perl2).
>
>
>
> cheers,
> Rainer
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Oct 17 09:29:39 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 17 Oct 2007 14:29:39 +0100
Subject: [rt-users] Loops and too much tickets
In-Reply-To: <4715F7BA.6000102@mds.gov.br>
References: <4715F7BA.6000102@mds.gov.br>
Message-ID: <A9398FAF-3652-4E1C-B8E1-14234E51DEF0@bestpractical.com>


On Oct 17, 2007, at 12:53 PM, Jos? de Paula Eufr?sio J?nior wrote:

> So I got a loop yesterday. Somehow, one queue was added as  
> requestor to a ticket, and everytime it received an comment via  
> mailgateway it sent an email back to the requestors (it being the  
> other queue again).
>
>

What version of RT? RT _should_ autodetect and stop that.
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From TSumner at tmwsystems.com  Wed Oct 17 10:15:18 2007
From: TSumner at tmwsystems.com (Sumner, Todd)
Date: Wed, 17 Oct 2007 10:15:18 -0400
Subject: [rt-users] Auto-create Ticket CC from Email CC
In-Reply-To: <alpine.DEB.0.9999.0710162217400.30327_qp2eml_@doob.fam.tuwien.ac.at>
References: <59B2106F5DF2354FAC9DF6F4D488B8BE011E6033@clemail2.tmwsystems.com><952C75D0-73AA-4266-A71F-C3ABD3DFF18F@groupkae.com>
	<alpine.DEB.0.9999.0710162217400.30327_qp2eml_@doob.fam.tuwien.ac.at>
Message-ID: <59B2106F5DF2354FAC9DF6F4D488B8BE011E6553@clemail2.tmwsystems.com>

Thank you! This is what I was looking for.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andreas
Schamanek
Sent: Tuesday, October 16, 2007 4:19 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Auto-create Ticket CC from Email CC


Hi there,

On Tue, 16 Oct 2007, Edward Kovarski wrote:

> If I am not mistaken, that is the default behaviour -- all CC's are
> automatically added and maintained within the ticket context.

AFAIK, it's not a default. It's done if

  Set($ParseNewMessageForTicketCcs , true);

is set in RT_SiteConfig.pm

HTH,

-- 
-- Andreas

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

Community help: http://wiki.bestpractical.com
Commercial support: sales 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  Wed Oct 17 12:40:59 2007
From: twilson at buffalo.k12.mn.us (Tim Wilson)
Date: Wed, 17 Oct 2007 11:40:59 -0500
Subject: [rt-users] Loops and too much tickets
In-Reply-To: <4715F7BA.6000102@mds.gov.br>
References: <4715F7BA.6000102@mds.gov.br>
Message-ID: <4715F4CA.F8B4.0061.0@buffalo.k12.mn.us>

>>> On Wed, Oct 17, 2007 at  6:53 AM, in message
<4715F7BA.6000102 at mds.gov.br>,
Jos? de Paula Eufr?sio J?nior <jose.junior at mds.gov.br> wrote: 

> What I want to do now is to remove the offending ticket. I tried
setting 
> its status to 'removed' but the comments open it again. How can I
safely 
> remove a ticket from the existance in RT, is it possible?

Jos?,

Take a look at RTx-Shredder:

http://search.cpan.org/~ruz/RTx-Shredder/

That should do it.

-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 KFCrocker at lbl.gov  Wed Oct 17 13:00:02 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 17 Oct 2007 10:00:02 -0700
Subject: [rt-users] Sizing a Custom Field display box
Message-ID: <47163F92.1080308@lbl.gov>

To all,


	I have a Custom Field that is "Fill in one text area". On the display 
page, there is a tiny little box in which the user is supposed to enter, 
what could be, a very large paragraph or two. They basically have enough 
room to type in one long word and a small word before it wraps. Does 
anyone have a simple method to make the display box/entry area larger? 
Thanks.


Kenn
LBNL


From sturner at MIT.EDU  Wed Oct 17 13:12:28 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 17 Oct 2007 13:12:28 -0400
Subject: [rt-users] Sizing a Custom Field display box
In-Reply-To: <47163F92.1080308@lbl.gov>
References: <47163F92.1080308@lbl.gov>
Message-ID: <6.2.3.4.2.20071017130844.041f0d00@po14.mit.edu>

At Wednesday 10/17/2007 01:00 PM, Kenneth Crocker wrote:
>To all,
>         I have a Custom Field that is "Fill in one text area". On 
> the display page, there is a tiny little box in which the user is 
> supposed to enter, what could be, a very large paragraph or two. 
> They basically have enough room to type in one long word and a 
> small word before it wraps. Does anyone have a simple method to 
> make the display box/entry area larger? Thanks.

Kenn, you can enlarge the width at least, in the site config:

Set($MessageBoxWidth , 72);

Also, html//Elements/EditCustomFieldText has Rows and Cols args which 
can be used to modify the box size beyond the config setting.

Steve



From KFCrocker at lbl.gov  Wed Oct 17 13:53:30 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 17 Oct 2007 10:53:30 -0700
Subject: [rt-users] Sizing a Custom Field display box
In-Reply-To: <6.2.3.4.2.20071017130844.041f0d00@po14.mit.edu>
References: <47163F92.1080308@lbl.gov>
	<6.2.3.4.2.20071017130844.041f0d00@po14.mit.edu>
Message-ID: <47164C1A.9060300@lbl.gov>

Stephen,


	Thanks. I'll get on it.


Kenn
LBNL

On 10/17/2007 10:12 AM, Stephen Turner wrote:
> At Wednesday 10/17/2007 01:00 PM, Kenneth Crocker wrote:
>> To all,
>>         I have a Custom Field that is "Fill in one text area". On the 
>> display page, there is a tiny little box in which the user is supposed 
>> to enter, what could be, a very large paragraph or two. They basically 
>> have enough room to type in one long word and a small word before it 
>> wraps. Does anyone have a simple method to make the display box/entry 
>> area larger? Thanks.
> 
> Kenn, you can enlarge the width at least, in the site config:
> 
> Set($MessageBoxWidth , 72);
> 
> Also, html//Elements/EditCustomFieldText has Rows and Cols args which 
> can be used to modify the box size beyond the config setting.
> 
> Steve
> 


From JoopvandeWege at mococo.nl  Wed Oct 17 14:05:43 2007
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 17 Oct 2007 20:05:43 +0200
Subject: [rt-users] Sizing a Custom Field display box
In-Reply-To: <6.2.3.4.2.20071017130844.041f0d00@po14.mit.edu>
References: <47163F92.1080308@lbl.gov>
	<6.2.3.4.2.20071017130844.041f0d00@po14.mit.edu>
Message-ID: <47164EF7.2090909@mococo.nl>

Stephen Turner wrote:
> At Wednesday 10/17/2007 01:00 PM, Kenneth Crocker wrote:
>> To all,
>>         I have a Custom Field that is "Fill in one text area". On the 
>> display page, there is a tiny little box in which the user is supposed 
>> to enter, what could be, a very large paragraph or two. They basically 
>> have enough room to type in one long word and a small word before it 
>> wraps. Does anyone have a simple method to make the display box/entry 
>> area larger? Thanks.
> 
> Kenn, you can enlarge the width at least, in the site config:
> 
> Set($MessageBoxWidth , 72);
> 
> Also, html//Elements/EditCustomFieldText has Rows and Cols args which 
> can be used to modify the box size beyond the config setting.
And if you're using Firefox there is an extension which will let you 
resize text fields in general. Its name is: Resizable Form Fields.

Joop



From mike.gracy at mypointscorp.com  Wed Oct 17 14:31:08 2007
From: mike.gracy at mypointscorp.com (Mike Gracy)
Date: Wed, 17 Oct 2007 11:31:08 -0700
Subject: [rt-users] Getting 'undisclosed recipients' in emails sent by  RT
Message-ID: <471654EC.3020804@mypointscorp.com>

I've noticed recently that emails sent through postfix (running on local 
machine) from RT are arriving with 'undisclosed recipient' in the To: field.
I'm currently trying to figure how this may have happened and how I can 
force the To: field to be populated with the server's return address

-- 
Mike Gracy
www.MyPoints.com
Unix/Network Sysadmin

525 Market St.
34th Floor
San Francisco, Ca 94105

Desk-415.829.6174
Fax-415-829-6174



From Jacob at buschs.com  Wed Oct 17 14:59:10 2007
From: Jacob at buschs.com (Jacob Helwig)
Date: Wed, 17 Oct 2007 14:59:10 -0400
Subject: [rt-users] Getting 'undisclosed recipients' in emails sent by RT
In-Reply-To: <471654EC.3020804@mypointscorp.com>
Message-ID: <B2E89743C79B364482E6AE35414E516202E278D8@mail.buschs.net>

This is happening because RT is generating the email with no To:, or Cc:
headers, only Bcc:.  Postfix is throwing in an empty "Undisclosed
Recipients" group as a To:.

Put the following line in your main.cf, and it will use that instead,
but it will be for _every_ email generated through the MTA without To:
and Cc: headers.

undisclosed_recipients_header = To: Name <email address>

Personally, I don't really think it's "broken" behavior (especially
after reading the RFCs), but I know that some things don't play nice
with empty groups in the To: header.

-- 
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 Mike
Gracy
Sent: Wednesday, October 17, 2007 2:31 PM
To: RT-Users at lists.bestpractical.com
Subject: [rt-users] Getting 'undisclosed recipients' in emails sent by
RT

I've noticed recently that emails sent through postfix (running on local

machine) from RT are arriving with 'undisclosed recipient' in the To:
field.
I'm currently trying to figure how this may have happened and how I can 
force the To: field to be populated with the server's return address

-- 
Mike Gracy
www.MyPoints.com
Unix/Network Sysadmin

525 Market St.
34th Floor
San Francisco, Ca 94105

Desk-415.829.6174
Fax-415-829-6174

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

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


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



From asraikhn at gmail.com  Wed Oct 17 15:05:06 2007
From: asraikhn at gmail.com (Asrai khn)
Date: Thu, 18 Oct 2007 00:05:06 +0500
Subject: [rt-users] [error] Apache2::ServerUtil object version 2.000002 does
	not match $Apache2::ServerUtil::VERSION 2.000003
Message-ID: <5f0f8dba0710171205i359f693bw9e3e9e73f0a96589@mail.gmail.com>

Today after the upgrade of FC6 to Fedora 7 apache stopped working and giving
the error ....

[Wed Oct 17 16:39:08 2007] [error] Apache2::ServerUtil object version
2.000002 does not match $Apache2::ServerUtil::VERSION 2.000003 at
/usr/lib/perl5/5.8.8/i386-linux-thread-multi/XSLoader.pm line
94.\nCompilation failed in require at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line
250.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line
259.\nCompilation failed in require at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web/Handler.pm line
134.\nCompilation failed in require at (eval 2) line 1.\n
[Wed Oct 17 16:39:08 2007] [error] Can't load Perl file: /usr/sbin/webmux.pl
for server ourdomain.abc.com:80, exiting...



It was working fine before the upgrade, i have checked the file permission
of /etc/rt3 directory which is currently set to ...

-rw-r--r-- 1 root root    68 2004-05-07 00:33 acl.Informix
-rw-r--r-- 1 root root   376 2004-06-26 20:31 acl.mysql
-rw-r--r-- 1 root root   240 2004-05-07 00:33 acl.Oracle
-rw-r--r-- 1 root root  1414 2004-05-28 03:30 acl.Pg
-rw-r--r-- 1 root root   109 2004-06-01 01:54 acl.Sybase
-rw-r--r-- 1 root root 22888 2006-08-22 16:44 initialdata
-rw-r--r-- 1 root root 20191 2006-12-29 09:15 RT_Config.pm
-rw-r--r-- 1 root root 17076 2006-11-04 19:51 RT_SiteConfig.pm
-rw-r----- 1 root root   614 2006-11-02 14:21 RT_SiteConfig.pm.new
-rw-r--r-- 1 root root 10518 2004-04-02 13:43 schema.Informix
-rw-r--r-- 1 root root 13158 2006-01-19 15:11 schema.mysql
-rw-r--r-- 1 root root 11713 2006-12-15 04:39 schema.Oracle
-rw-r--r-- 1 root root 13868 2004-11-11 08:46 schema.Pg
-rw-r--r-- 1 root root 10767 2004-11-11 08:46 schema.SQLite
-rw-r--r-- 1 root root 11550 2004-11-11 08:03 schema.Sybase
drwxr-xr-x 8 root root  4096 2007-10-17 18:05 upgrade

so no permission problem teh webserver user 'apache' can read these files.

If i moved the /etc/httpd/conf.d/rt3.conf off apache configs apache start
working.

Any help in this regards will be greatly appreciated.

Askar
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From schamane at fam.tuwien.ac.at  Wed Oct 17 15:07:47 2007
From: schamane at fam.tuwien.ac.at (Andreas Schamanek)
Date: Wed, 17 Oct 2007 21:07:47 +0200 (CEST)
Subject: [rt-users] Sizing a Custom Field display box
In-Reply-To: <47164EF7.2090909@mococo.nl>
References: <47163F92.1080308@lbl.gov>
	<6.2.3.4.2.20071017130844.041f0d00@po14.mit.edu>
	<47164EF7.2090909@mococo.nl>
Message-ID: <alpine.DEB.0.9999.0710172101160.16705_qp2eml_@doob.fam.tuwien.ac.at>


Hi there,

On Wed, 17 Oct 2007, Joop van de Wege wrote:
> Stephen Turner wrote:
>> At Wednesday 10/17/2007 01:00 PM, Kenneth Crocker wrote:
>>> I have a Custom Field that is "Fill in one text area". ... Does 
>>> anyone have a simple method to make the display box/entry area 
>>> larger? Thanks.
>> Kenn, you can enlarge the width at least, in the site config:
>>   Set($MessageBoxWidth , 72);
>> Also, html//Elements/EditCustomFieldText has Rows and Cols args 
>> which can be used to modify the box size beyond the config setting.
> And if you're using Firefox there is an extension which will let you 
> resize text fields in general. Its name is: Resizable Form Fields.
BTW, the URL is https://addons.mozilla.org/en-US/firefox/addon/3694 

And you could also use a bookmarklet[*] like

  javascript:(function(){var i,x; 
  for(i=0;x=document.getElementsByTagName(%22textarea%22)[i];++i) 
  x.rows += 5; })()

This example increases the height of all textarea fields.

HTH,
-- 
-- Andreas

[*] http://en.wikipedia.org/wiki/Bookmarklet



From Jacob at buschs.com  Wed Oct 17 15:24:09 2007
From: Jacob at buschs.com (Jacob Helwig)
Date: Wed, 17 Oct 2007 15:24:09 -0400
Subject: [rt-users] Getting 'undisclosed recipients' in emails sent by RT
In-Reply-To: <4716604E.3050502@mypointscorp.com>
Message-ID: <B2E89743C79B364482E6AE35414E516202E278D9@mail.buschs.net>

Since the From: should be set correctly (your queue's comment address),
hitting reply should do the Right Thing(TM), no matter what the To: was
set to.

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

-----Original Message-----
From: Mike Gracy [mailto:mike.gracy at mypointscorp.com] 
Sent: Wednesday, October 17, 2007 3:20 PM
To: Jacob Helwig
Subject: Re: [rt-users] Getting 'undisclosed recipients' in emails sent
by RT

Okay, but will rt correctly parse a reply to given ticket from one of 
various queue's I have.
If not, how do I force the outgoing mail to always have the return email

as defined in the queue config?

Jacob Helwig wrote:
> This is happening because RT is generating the email with no To:, or
Cc:
> headers, only Bcc:.  Postfix is throwing in an empty "Undisclosed
> Recipients" group as a To:.
>
> Put the following line in your main.cf, and it will use that instead,
> but it will be for _every_ email generated through the MTA without To:
> and Cc: headers.
>
> undisclosed_recipients_header = To: Name <email address>
>
> Personally, I don't really think it's "broken" behavior (especially
> after reading the RFCs), but I know that some things don't play nice
> with empty groups in the To: header.
>
>   


-- 
Mike Gracy
www.MyPoints.com
Unix/Network Sysadmin

525 Market St.
34th Floor
San Francisco, Ca 94105

Desk-415.829.6174
Fax-415-829-6174




From Jacob at buschs.com  Wed Oct 17 15:30:36 2007
From: Jacob at buschs.com (Jacob Helwig)
Date: Wed, 17 Oct 2007 15:30:36 -0400
Subject: [rt-users] Getting 'undisclosed recipients' in emails sent by RT
In-Reply-To: <47166247.1040803@mypointscorp.com>
Message-ID: <B2E89743C79B364482E6AE35414E516202E278DA@mail.buschs.net>

What is the From: on the emails in question?  What is showing up in the
To: of the reply message?  What are you expecting to be in the To: of
the reply message?

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

-----Original Message-----
From: Mike Gracy [mailto:mike.gracy at mypointscorp.com] 
Sent: Wednesday, October 17, 2007 3:28 PM
To: Jacob Helwig
Subject: Re: [rt-users] Getting 'undisclosed recipients' in emails sent
by RT

The problem around here is when ReplyAll doesn't do the Right Thing.  
Verified this in both Outlook via Exchange and Thunderbird via Pop and 
IMAP to Exchange.  Just to note, I verified that the emails are leaving 
the postfix server (going to Exchange) have an empty To: field.

Jacob Helwig wrote:
> Since the From: should be set correctly (your queue's comment
address),
> hitting reply should do the Right Thing(TM), no matter what the To:
was
> set to.
>
>   


-- 
Mike Gracy
www.MyPoints.com
Unix/Network Sysadmin

525 Market St.
34th Floor
San Francisco, Ca 94105

Desk-415.829.6174
Fax-415-829-6174




From KCurran at valleycrest.com  Wed Oct 17 16:54:54 2007
From: KCurran at valleycrest.com (Kevin Curran)
Date: Wed, 17 Oct 2007 13:54:54 -0700
Subject: [rt-users] (no subject)
Message-ID: <77F84E57B50F00409546753CB016D67902574FF7@CALEXCHVS01.NA.local>

subscribe

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From twilson at buffalo.k12.mn.us  Wed Oct 17 17:09:11 2007
From: twilson at buffalo.k12.mn.us (Tim Wilson)
Date: Wed, 17 Oct 2007 16:09:11 -0500
Subject: [rt-users] Scrip condition to detect new Ccs
Message-ID: <471633A5.F8B4.0061.0@buffalo.k12.mn.us>

Hi everyone,

I've got a scrip that adds the members of a specific group as Ccs to a ticket when a certain custom field value is set. Now I'd like to have RT notify those newly assigned Ccs that there's a ticket for them to review.

First I tried creating a custom template that would send the notification at the end of the scrip that sets the Ccs, but nothing gets sent out. Now I'm thinking that maybe I need to run a different scrip that triggers whenever new Ccs are added because it's possible that I'll add other Ccs who aren't necessarily members of that original group.

So how do I create a custom scrip condition that looks for new Ccs?

Am I likely to have trouble if I have these two scrips firing nearly simultaneously? 

-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 cshort at n6.com.au  Thu Oct 18 00:40:04 2007
From: cshort at n6.com.au (Christopher Short)
Date: Wed, 17 Oct 2007 21:40:04 -0700
Subject: [rt-users] New to RT - doco frustrations
Message-ID: <415AD65C134E3F4FA0B4D06C88D63F300642C53E88@EXVMBX015-3.exch015.msoutlookonline.net>

Hi,
I'm new to RT but am flogging it at my company so I'd like to understand the different features it has to offer.
It seems pretty cool and exciting.

BUT ... much of the wiki.bestpractical.com is broken-formatted and hard to follow. I gather that it's been switched from Kwiki formatting to Wifty, and that seems to have broken formatting on many pages. There's not a single mention of Wifty on the wiki, and I can't find information on the wifty markup anywhere. I see that someone else asked about the markup recently and got no reply.

I'll get the O'Reilly book at some stage, but it's over two years old, so I'd imagine it would be quite out of date by now - I'd prefer some online source.

Has wiki.bestpractical.com been superceded by some other site as the primary guide to RT?

thanks,
Chris

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From cshort at n6.com.au  Thu Oct 18 01:29:18 2007
From: cshort at n6.com.au (Christopher Short)
Date: Wed, 17 Oct 2007 22:29:18 -0700
Subject: [rt-users] New to RT - doco frustrations
In-Reply-To: <4716E78B.4010801@bluegecko.net>
References: <415AD65C134E3F4FA0B4D06C88D63F300642C53E88@EXVMBX015-3.exch015.msoutlookonline.net>
	<4716E78B.4010801@bluegecko.net>
Message-ID: <415AD65C134E3F4FA0B4D06C88D63F300642C53E8E@EXVMBX015-3.exch015.msoutlookonline.net>

Thanks Robert, I guess I've got a foot in multiple camps - I am au fait with perl, and might be doing some fancy scrip stuff later, but for the moment I just want to stay one step ahead of the users/the tech support team. I at least want to understand everything that ordinary users will see when they log into RT - for example "approvals". The most appropriate wiki page seemed to be http://wiki.bestpractical.com/view/ManualApprovals but it's not very clear.

(Also I'm not sure of the etiquette but I prefer to post all replies back to the mailing list in case the info helps someone else)
Chris

-----Original Message-----
From: Robert Long [mailto:rlong at bluegecko.net]
Sent: Thursday, October 18, 2007 2:57 PM
To: Christopher Short
Subject: Re: [rt-users] New to RT - doco frustrations

If you're just going to administer RT, the book should be fine, if
you're going to be developing scrips and the such, you should use
perldoc and be proficient with perl.  I know that's probably not what
you're wanting to hear, but AFAIK no good documentation of the methods
or data structures for RT exists anywhere.

.r'


Christopher Short wrote:
>
> Hi,
>
> I'm new to RT but am flogging it at my company so I'd like to
> understand the different features it has to offer.
>
> It seems pretty cool and exciting.
>
>
>
> BUT ... much of the wiki.bestpractical.com is broken-formatted and hard
> to follow. I gather that it's been switched from Kwiki formatting to
> Wifty, and that seems to have broken formatting on many pages. There's
> not a single mention of Wifty on the wiki, and I can't find
> information on the wifty markup anywhere. I see that someone else
> asked about the markup recently and got no reply.
>
>
>
> I'll get the O'Reilly book at some stage, but it's over two years old,
> so I'd imagine it would be quite out of date by now - I'd prefer some
> online source.
>
>
>
> Has wiki.bestpractical.com been superceded by some other site as the
> primary guide to RT?
>
>
>
> thanks,
>
> Chris
>
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From dummycerberus at gmail.com  Thu Oct 18 03:56:25 2007
From: dummycerberus at gmail.com (Dummy cerberus)
Date: Thu, 18 Oct 2007 09:56:25 +0200
Subject: [rt-users] Problems with LoadyGecos
Message-ID: <cc6ead760710180056h6003365fs37a027cc54e74371@mail.gmail.com>

Hello,

I had a user in RT with "User Name" and "Unix login" equal to
"myuser"... but when I perform the following at scrip it tells me that
it isn't found:

my $userNameSolicitante="MYUSER";
my $user = RT::CurrentUser->new($RT::SystemUser);
my $res = $user->LoadByGecos($userNameSolicitante);
if ( $res == 1)
{
    $RT::Logger->info("FOUND!");
}
else
{
    $RT::Logger->info("NOT FOUND!");
}

I tried to change both field to lowercase with the web interface, but
it still doesn't work...

What am I doing wrong?

Best regards,

M.A.


From sendas_net at hotmail.com  Thu Oct 18 08:15:07 2007
From: sendas_net at hotmail.com (fchx)
Date: Thu, 18 Oct 2007 12:15:07 +0000
Subject: [rt-users] custom fields in rt show 
Message-ID: <BAY111-W24706A96C3900DDDA5A30DE19E0@phx.gbl>


Is there a way to show the Custom Fields with command line?

"$ rt show ticket/12312" returns some fields, but it not show our Custom Fields.

Thanks in advance
---
<<< FranCHo >>>>>>>>>>>>>>>>>>>>>>>
_________________________________________________________________
Express yourself instantly with MSN Messenger! Download today it's FREE!
http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/
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From krishna.prasad at spartanlabs.com  Thu Oct 18 10:24:00 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Thu, 18 Oct 2007 19:54:00 +0530
Subject: [rt-users] problem regarding custom fields.....
Message-ID: <20071018142432.6BB824D8154@diesel.bestpractical.com>

Hi,

 

I have a query regarding custom fields:

 

I have created different custom fields and the root user can able to see the
custom fields and can change or modify the custom fields. But the owner of
the ticket cannot able to see the custom fields and can also change or
modify the custom fields. Whether we have to change the group rights or user
rights? Can any one please help me in finding this solution?

 

Thanks!!!

 

 

With Regards, 

Krishna Prasad 

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From slackamp at gmail.com  Thu Oct 18 10:42:02 2007
From: slackamp at gmail.com (slamp slamp)
Date: Thu, 18 Oct 2007 10:42:02 -0400
Subject: [rt-users] adding bcc
Message-ID: <78926d250710180742r5f4b2257n17c10f6d1633553@mail.gmail.com>

hi, i am using the following custom action preparation code i found on
the wiki. how do i do the same exact thing except for a bcc? and then
how do i create an action to notify bcc?

#uncomment Logger stuff for debuging
$RT::Logger->debug('Running Script ScriptAddCC');

my $Actor = $self->TransactionObj->Creator;
my $Corresponder_id = $self->TransactionObj->CreatorObj->PrincipalId;
my $OwnerEmail = $self->TicketObj->OwnerObj->EmailAddress();

# exit if actor is RT_SystemUser
return 1 if $Actor == $RT::SystemUser->id;

# get out if corresponder is already owner, requestor, cc or admincc.

if ( $self->TicketObj->IsWatcher( Type => 'Requestor', PrincipalId =>
$Corresponder_id)  ){
     $RT::Logger->debug("ScriptAddCC - Corresponder is Requestor, exit");
     return 1;
}

if ( $self->TicketObj->IsWatcher( Type => 'Cc', PrincipalId =>
$Corresponder_id)  ){
     $RT::Logger->debug("ScriptAddCC - Corresponder is in CC, exit");
     return 1;
}

if ( $self->TicketObj->IsWatcher( Type => 'AdminCc', PrincipalId =>
$Corresponder_id)  ){
     $RT::Logger->debug("ScriptAddCC - Corresponder is in AdminCC, exit");
     return 1;
}

if ( $self->TicketObj->IsWatcher( Type => 'Owner', PrincipalId =>
$Corresponder_id)  ){
     $RT::Logger->debug("ScriptAddCC - Corresponder is the ticket Owner, exit");
     return 1;
}

#RuslanZakirov's check
my ($status, $msg) = $self->TicketObj->AddWatcher(
     Type => "Cc",
     PrincipalId => $Corresponder_id
);

unless ( $status ) {
     $RT::Logger->error("Couldn't add watcher: $msg");
}

return 1;


From krishna.prasad at spartanlabs.com  Thu Oct 18 10:59:37 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Thu, 18 Oct 2007 20:29:37 +0530
Subject: [rt-users] problem starting apache web server.....
Message-ID: <20071018145956.425494D8211@diesel.bestpractical.com>

 

Hi,

 

My configuration:

 

 Centos 4.4

 Perl 5.8.5 installed from CPAN

 RT- 3.6.5

 Apache 2.0.52

 

I have a query regarding the starting apache web server:

 

When I was trying to start the web server i.e. apache server I'm getting an
error message as

 

When I give a command to start the web server as:  service httpd restart

 

I got the below error:

 

Stopping httpd:                         [Failed]

Starting httpd: syntax error on line 3 of /etc/httpd/conf.d/FastCGI.conf:

FastCgiServer:  "/opt/rt3/bin/mason_handler.fcgi" access for server (uid -1,
gid -1) not allowed:  execute not allowed

 
[failed]

 

I have been added these below lines in the fastcgi.conf file.

 

# Add following lines to load FastCGI module.(FastCGI.conf):

LoadModule fastcgi_module modules/mod_fastcgi.so

FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 8

FastCgiConfig -restart

 

Did I made anything wrong in configuring fastcfi.conf?

 

Please make me correct if I made anything wrong. Please I want to start the
apache web server. Please help me...

 

 

Thanks!!!

 

 

With Regards, 

Krishna Prasad 

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From gleduc at mail.sdsu.edu  Thu Oct 18 11:21:10 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 18 Oct 2007 08:21:10 -0700
Subject: [rt-users] adding bcc
In-Reply-To: <78926d250710180742r5f4b2257n17c10f6d1633553@mail.gmail.com
 >
References: <78926d250710180742r5f4b2257n17c10f6d1633553@mail.gmail.com>
Message-ID: <6.2.1.2.2.20071018081433.0262c4b0@mail.sdsu.edu>

In RT, AdminCc translates to Bcc.  Without doing any testing, I'd suggest 
changing the section towards the end of the scrip to:

>#RuslanZakirov's check
>my ($status, $msg) = $self->TicketObj->AddWatcher(
>      Type => "AdminCc",
>      PrincipalId => $Corresponder_id
>);

As for triggering an e-mail, you could put the code from the scrip into a 
template and do it all in one place, or you could set some flag in the 
ticket to trigger another scrip that does the template, or you could try 
putting the guts of the code from the custom action into the condition area 
and then make the action one of the Notify actions.  If it was me, I'd 
probably move the code into a custom template.

Regards,
Gene

At 07:42 AM 10/18/2007, slamp slamp wrote:
>hi, i am using the following custom action preparation code i found on
>the wiki. how do i do the same exact thing except for a bcc? and then
>how do i create an action to notify bcc?
>
>#uncomment Logger stuff for debuging
>$RT::Logger->debug('Running Script ScriptAddCC');
>
>my $Actor = $self->TransactionObj->Creator;
>my $Corresponder_id = $self->TransactionObj->CreatorObj->PrincipalId;
>my $OwnerEmail = $self->TicketObj->OwnerObj->EmailAddress();
>
># exit if actor is RT_SystemUser
>return 1 if $Actor == $RT::SystemUser->id;
>
># get out if corresponder is already owner, requestor, cc or admincc.
>
>if ( $self->TicketObj->IsWatcher( Type => 'Requestor', PrincipalId =>
>$Corresponder_id)  ){
>      $RT::Logger->debug("ScriptAddCC - Corresponder is Requestor, exit");
>      return 1;
>}
>
>if ( $self->TicketObj->IsWatcher( Type => 'Cc', PrincipalId =>
>$Corresponder_id)  ){
>      $RT::Logger->debug("ScriptAddCC - Corresponder is in CC, exit");
>      return 1;
>}
>
>if ( $self->TicketObj->IsWatcher( Type => 'AdminCc', PrincipalId =>
>$Corresponder_id)  ){
>      $RT::Logger->debug("ScriptAddCC - Corresponder is in AdminCC, exit");
>      return 1;
>}
>
>if ( $self->TicketObj->IsWatcher( Type => 'Owner', PrincipalId =>
>$Corresponder_id)  ){
>      $RT::Logger->debug("ScriptAddCC - Corresponder is the ticket Owner, 
> exit");
>      return 1;
>}
>
>#RuslanZakirov's check
>my ($status, $msg) = $self->TicketObj->AddWatcher(
>      Type => "Cc",
>      PrincipalId => $Corresponder_id
>);
>
>unless ( $status ) {
>      $RT::Logger->error("Couldn't add watcher: $msg");
>}
>
>return 1;
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


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



From MarkRoedel at letu.edu  Thu Oct 18 11:18:02 2007
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Thu, 18 Oct 2007 10:18:02 -0500
Subject: [rt-users] Recurring Tickets
Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A400133AD6E@rachael-reborn.letnet.net>

We recently welcomed our campus physical plant into our installation of
RT, and have been gradually making tweaks to make them happy.

One thing they've asked for is the ability to create recurring tickets
to track their periodic maintenance activities.  I picture the result
looking something like this:

	(1) Add a custom field for tickets in their queues where they
can
	    provide a recurrence interval (in days) for this task, and
then

	(2) Create a scrip, triggered when a ticket is resolved, that
creates
	    a clone of that ticket with the new due date set based on
that 
	    interval

Has anybody done anything similar in RT that wouldn't mind sharing?  Or
see a way it could be done better/more efficiently/more elegantly?

Thanks!


--
Mark Roedel
Senior Programmer / Analyst
LeTourneau University
Longview, Texas  USA


From gleduc at mail.sdsu.edu  Thu Oct 18 11:48:50 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 18 Oct 2007 08:48:50 -0700
Subject: [rt-users] Recurring Tickets
In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A400133AD6E@rachael-reborn.le
	tnet.net>
References: <0DD6BC9ABC0D2747AF8589AEA9722A400133AD6E@rachael-reborn.letnet.net>
Message-ID: <6.2.1.2.2.20071018084419.0262cc60@mail.sdsu.edu>

Hi Mark,

I'd do this using a cron script that runs daily and checks to see if there 
are any open tickets of that type (standard subject maybe?).  If not, have 
it send an e-mail to RT that opens a new ticket.  This should be pretty 
straightforward using RT's perl API.  Your OnCreate scrip can take care of 
setting the due date.

Regards,
Gene

At 08:18 AM 10/18/2007, Roedel, Mark wrote:
>We recently welcomed our campus physical plant into our installation of
>RT, and have been gradually making tweaks to make them happy.
>
>One thing they've asked for is the ability to create recurring tickets
>to track their periodic maintenance activities.  I picture the result
>looking something like this:
>
>         (1) Add a custom field for tickets in their queues where they
>can
>             provide a recurrence interval (in days) for this task, and
>then
>
>         (2) Create a scrip, triggered when a ticket is resolved, that
>creates
>             a clone of that ticket with the new due date set based on
>that
>             interval
>
>Has anybody done anything similar in RT that wouldn't mind sharing?  Or
>see a way it could be done better/more efficiently/more elegantly?
>
>Thanks!
>
>
>--
>Mark Roedel
>Senior Programmer / Analyst
>LeTourneau University
>Longview, Texas  USA
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: 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 HelmuthRamirez at compupay.com  Thu Oct 18 12:12:38 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Thu, 18 Oct 2007 12:12:38 -0400
Subject: [rt-users] Queue transfer rights
In-Reply-To: <6.2.3.4.2.20071017130844.041f0d00@po14.mit.edu>
References: <47163F92.1080308@lbl.gov>
	<6.2.3.4.2.20071017130844.041f0d00@po14.mit.edu>
Message-ID: <7314881427FC8A4081673E8CEEA79249062751D3@EXMIAMI01.compupay.com>

Hi everyone,
  What rights would I need to give someone to allow them to transfer
from one queue to another?  Specifically:

They belong to Queue A, they receive the ticket in their queue, after
troubleshooting they realize the issue needs to go to Queue B, what
rights do the Queue A members need to transfer into Queue B?

Currently I have:

CommentonTicket
CreateTicket
SeeQueue
StealTicket
TakeTicket

What am I missing?  I tried looking in the archives with no luck :(

Cheers!!
Helmuth


From theillien at yahoo.com  Thu Oct 18 12:21:03 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 18 Oct 2007 12:21:03 -0400
Subject: [rt-users] Remove Watcher Right?
Message-ID: <471787EF.30608@yahoo.com>

As a superuser, I see a section for removing watchers from outgoing emails.  Is
it possible to allow norm users to see this and change it?  I see the
ModifyQueueWatchers right but that doesn't seem to have an affect.

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


From KFCrocker at lbl.gov  Thu Oct 18 13:43:11 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 18 Oct 2007 10:43:11 -0700
Subject: [rt-users] Scrip help
Message-ID: <47179B2F.3000903@lbl.gov>

To all,


	I have a scrip that is supposed to modify the ticket owner to "Nobody" 
when the ticket is moved to another queue. What I have is:

Name: Mod Owner on Q chg
Condition: On Queue Change
Action: User Defined
Template: Blank
Stage: TransactionBatch

Custom Condition: none
Custom Action Prep Code:
# set new Ticket Owner value

my $Ticket = $self->TicketObj;
$Ticket->SetOwner('Nobody');
return 1;

Custom Action Cleanup Code: none

	Actually, I also tried it with Return 1: in the prep code and the 
modifying code in the cleanup and still no go with either way. Here I 
was thinking it would be a simple scrip and I can't get it to work. I am 
also executing a notification scrip for the same condition and it works. 
Anyone have an idea on what's wrong? Thanks.


Kenn
LBNL


From KFCrocker at lbl.gov  Thu Oct 18 13:46:34 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 18 Oct 2007 10:46:34 -0700
Subject: [rt-users] Queue transfer rights
In-Reply-To: <7314881427FC8A4081673E8CEEA79249062751D3@EXMIAMI01.compupay.com>
References: <47163F92.1080308@lbl.gov>
	<6.2.3.4.2.20071017130844.041f0d00@po14.mit.edu>
	<7314881427FC8A4081673E8CEEA79249062751D3@EXMIAMI01.compupay.com>
Message-ID: <47179BFA.4020103@lbl.gov>

Helmuth,


	I didn't see "ModifyTicket" listed. I believe that changing the Queue 
classifies the action as a ticket modification, since I don't see "Queue 
Change" specifically. Hope this helps.

Kenn
LBNL

On 10/18/2007 9:12 AM, Helmuth Ramirez wrote:
> Hi everyone,
>   What rights would I need to give someone to allow them to transfer
> from one queue to another?  Specifically:
> 
> They belong to Queue A, they receive the ticket in their queue, after
> troubleshooting they realize the issue needs to go to Queue B, what
> rights do the Queue A members need to transfer into Queue B?
> 
> Currently I have:
> 
> CommentonTicket
> CreateTicket
> SeeQueue
> StealTicket
> TakeTicket
> 
> What am I missing?  I tried looking in the archives with no luck :(
> 
> Cheers!!
> Helmuth
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 Oct 18 13:48:34 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 18 Oct 2007 13:48:34 -0400
Subject: [rt-users] Scrip help
In-Reply-To: <47179B2F.3000903@lbl.gov>
References: <47179B2F.3000903@lbl.gov>
Message-ID: <47179C72.20500@yahoo.com>

Custom action preparation code:
return 1;

Custom action cleanup code:
$RT::Logger->debug("trying to set owner");
my ($code, $msg) = $self->TicketObj->SetOwner(10, 'Force');
$RT::Logger->debug("set owner: $code: $msg");

return 1;



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


Kenneth Crocker wrote:
> To all,
> 
> 
>     I have a scrip that is supposed to modify the ticket owner to
> "Nobody" when the ticket is moved to another queue. What I have is:
> 
> Name: Mod Owner on Q chg
> Condition: On Queue Change
> Action: User Defined
> Template: Blank
> Stage: TransactionBatch
> 
> Custom Condition: none
> Custom Action Prep Code:
> # set new Ticket Owner value
> 
> my $Ticket = $self->TicketObj;
> $Ticket->SetOwner('Nobody');
> return 1;
> 
> Custom Action Cleanup Code: none
> 
>     Actually, I also tried it with Return 1: in the prep code and the
> modifying code in the cleanup and still no go with either way. Here I
> was thinking it would be a simple scrip and I can't get it to work. I am
> also executing a notification scrip for the same condition and it works.
> Anyone have an idea on what's wrong? 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 rfh at pipex.net  Thu Oct 18 13:54:08 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Thu, 18 Oct 2007 18:54:08 +0100
Subject: [rt-users] Remove Watcher Right?
In-Reply-To: <471787EF.30608@yahoo.com>
References: <471787EF.30608@yahoo.com>
Message-ID: <47179DC0.4080804@pipex.net>

Matthew;

I think the right you need is ShowOutgoingEmail ..

Roy


Mathew Snyder wrote:
> As a superuser, I see a section for removing watchers from outgoing emails.  Is
> it possible to allow norm users to see this and change it?  I see the
> ModifyQueueWatchers right but that doesn't seem to have an affect.
>
>   



From theillien at yahoo.com  Thu Oct 18 13:55:59 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 18 Oct 2007 13:55:59 -0400
Subject: [rt-users] Remove Watcher Right?
In-Reply-To: <47179DC0.4080804@pipex.net>
References: <471787EF.30608@yahoo.com> <47179DC0.4080804@pipex.net>
Message-ID: <47179E2F.7010508@yahoo.com>

Ah, thanks much.

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


Roy El-Hames wrote:
> Matthew;
> 
> I think the right you need is ShowOutgoingEmail ..
> 
> Roy
> 
> 
> Mathew Snyder wrote:
>> As a superuser, I see a section for removing watchers from outgoing
>> emails.  Is
>> it possible to allow norm users to see this and change it?  I see the
>> ModifyQueueWatchers right but that doesn't seem to have an affect.
>>
>>   
> 
> 


From KFCrocker at lbl.gov  Thu Oct 18 13:56:01 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 18 Oct 2007 10:56:01 -0700
Subject: [rt-users] problem regarding custom fields.....
In-Reply-To: <20071018142432.6BB824D8154@diesel.bestpractical.com>
References: <20071018142432.6BB824D8154@diesel.bestpractical.com>
Message-ID: <47179E31.6020403@lbl.gov>

Krishna,


	Besides giving queue/ticket rights to groups, groups also have to have 
rights to a Custom Field in order to see it and/or modify it. 
Administration of a Custom Field involves changing the type of data 
expected, creating new ones, etc. Those rights are granted via Queue 
rights for groups. To see the CF in a ticket or modify it (within it's 
data drop down) is a right you grant by going to 
Configuration->CustomFields->SelectField->Group Rights. Select the 
rights you want the different groups to have when dealing with the 
ticket custom field. Hope this helps.

Kenn
LBNL

On 10/18/2007 7:24 AM, Krishna Prasad wrote:
> Hi,
> 
>  
> 
> I have a query regarding custom fields:
> 
>  
> 
> I have created different custom fields and the root user can able to see 
> the custom fields and can change or modify the custom fields. But the 
> owner of the ticket cannot able to see the custom fields and can also 
> change or modify the custom fields. Whether we have to change the group 
> rights or user rights? Can any one please help me in finding this solution?
> 
>  
> 
> Thanks!!!
> 
>  
> 
>  
> 
> With Regards,
> 
> Krishna Prasad
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From asraikhn at gmail.com  Thu Oct 18 13:57:57 2007
From: asraikhn at gmail.com (Asrai khn)
Date: Thu, 18 Oct 2007 22:57:57 +0500
Subject: [rt-users] Apache not starting after upgrade
Message-ID: <5f0f8dba0710181057m6d9c321cl57da816f8b412d33@mail.gmail.com>

Today after the upgrade of FC6 to Fedora 7 apache stopped working and giving
the error ....

[Wed Oct 17 16:39:08 2007] [error] Apache2::ServerUtil object version
2.000002 does not match $Apache2::ServerUtil::VERSION 2.000003 at
/usr/lib/perl5/5.8.8/i386-linux-thread-multi/XSLoader.pm line
94.\nCompilation failed in require at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line
250.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line
259.\nCompilation failed in require at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web/Handler.pm line
134.\nCompilation failed in require at (eval 2) line 1.\n
[Wed Oct 17 16:39:08 2007] [error] Can't load Perl file: /usr/sbin/webmux.pl
for server ourdomain.abc.com:80 <http://ourdomain.abc.com/>, exiting...



It was working fine before the upgrade, i have checked the file permission
of /etc/rt3 directory which is currently set to ...

-rw-r--r-- 1 root root    68 2004-05-07 00:33 acl.Informix
-rw-r--r-- 1 root root   376 2004-06-26 20:31 acl.mysql
-rw-r--r-- 1 root root   240 2004-05-07 00:33 acl.Oracle
-rw-r--r-- 1 root root  1414 2004-05-28 03:30 acl.Pg
-rw-r--r-- 1 root root   109 2004-06-01 01:54 acl.Sybase
-rw-r--r-- 1 root root 22888 2006-08-22 16:44 initialdata
-rw-r--r-- 1 root root 20191 2006-12-29 09:15 RT_Config.pm
-rw-r--r-- 1 root root 17076 2006-11-04 19:51 RT_SiteConfig.pm
-rw-r----- 1 root root   614 2006-11-02 14:21 RT_SiteConfig.pm.new
-rw-r--r-- 1 root root 10518 2004-04-02 13:43 schema.Informix
-rw-r--r-- 1 root root 13158 2006-01-19 15:11 schema.mysql
-rw-r--r-- 1 root root 11713 2006-12-15 04:39 schema.Oracle
-rw-r--r-- 1 root root 13868 2004-11-11 08:46 schema.Pg
-rw-r--r-- 1 root root 10767 2004-11-11 08:46 schema.SQLite
-rw-r--r-- 1 root root 11550 2004-11-11 08:03 schema.Sybase
drwxr-xr-x 8 root root  4096 2007-10-17 18:05 upgrade

so no permission problem teh webserver user 'apache' can read these files.

If i moved the /etc/httpd/conf.d/rt3.conf off apache configs apache start
working.

Any help in this regards will be greatly appreciated.

Askar
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From barnesaw at ucrwcu.rwc.uc.edu  Thu Oct 18 14:17:41 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 18 Oct 2007 14:17:41 -0400
Subject: [rt-users] Apache not starting after upgrade
In-Reply-To: <5f0f8dba0710181057m6d9c321cl57da816f8b412d33@mail.gmail.com>
References: <5f0f8dba0710181057m6d9c321cl57da816f8b412d33@mail.gmail.com>
Message-ID: <4717A345.9070508@ucrwcu.rwc.uc.edu>

Looks like you need to re-install Apache::Bundle from CPAN top match
your version of apache.

Asrai khn wrote:
> Today after the upgrade of FC6 to Fedora 7 apache stopped working and
> giving the error ....
>
> [Wed Oct 17 16:39:08 2007] [error] Apache2::ServerUtil object version
> 2.000002 does not match $Apache2::ServerUtil::VERSION 2.000003 at
> /usr/lib/perl5/5.8.8/i386
> -linux-thread-multi/XSLoader.pm line 94.\nCompilation failed in
> require at
> /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line
> 250.\nBEGIN failed--compilation aborted at
> /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line
> 259.\nCompilation failed in require at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web/Handler.pm line
> 134.\nCompilation failed in require at (eval 2) line 1.\n
> [Wed Oct 17 16:39:08 2007] [error] Can't load Perl file:
> /usr/sbin/webmux.pl for server ourdomain.abc.com:80
> <http://ourdomain.abc.com/>, exiting...
>
>
>
> It was working fine before the upgrade, i have checked the file
> permission of /etc/rt3 directory which is currently set to ...
>
> -rw-r--r-- 1 root root    68 2004-05-07 00:33 acl.Informix
> -rw-r--r-- 1 root root   376 2004-06-26 20:31 acl.mysql
> -rw-r--r-- 1 root root   240 2004-05-07 00:33 acl.Oracle
> -rw-r--r-- 1 root root  1414 2004-05-28 03:30 acl.Pg
> -rw-r--r-- 1 root root   109 2004-06-01 01:54 acl.Sybase
> -rw-r--r-- 1 root root 22888 2006-08-22 16:44 initialdata
> -rw-r--r-- 1 root root 20191 2006-12-29 09:15 RT_Config.pm
> -rw-r--r-- 1 root root 17076 2006-11-04 19:51 RT_SiteConfig.pm
> -rw-r----- 1 root root   614 2006-11-02 14:21 RT_SiteConfig.pm.new
> -rw-r--r-- 1 root root 10518 2004-04-02 13:43 schema.Informix
> -rw-r--r-- 1 root root 13158 2006-01-19 15:11 schema.mysql
> -rw-r--r-- 1 root root 11713 2006-12-15 04:39 schema.Oracle
> -rw-r--r-- 1 root root 13868 2004-11-11 08:46 schema.Pg
> -rw-r--r-- 1 root root 10767 2004-11-11 08:46 schema.SQLite
> -rw-r--r-- 1 root root 11550 2004-11-11 08:03 schema.Sybase
> drwxr-xr-x 8 root root  4096 2007-10-17 18:05 upgrade
>
> so no permission problem teh webserver user 'apache' can read these files.
>
> If i moved the /etc/httpd/conf.d/rt3.conf off apache configs apache
> start working.
>
> Any help in this regards will be greatly appreciated.
>
> Askar
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From KFCrocker at lbl.gov  Thu Oct 18 14:27:36 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 18 Oct 2007 11:27:36 -0700
Subject: [rt-users] Scrip help
In-Reply-To: <47179C72.20500@yahoo.com>
References: <47179B2F.3000903@lbl.gov> <47179C72.20500@yahoo.com>
Message-ID: <4717A598.70903@lbl.gov>

Mathew,


	It worked great! Thanks! I figured I might need the object id as 
opposed to name. I didn't realise I needed to do a force either. Thanks 
again.


Kenn
LBNL

On 10/18/2007 10:48 AM, Mathew Snyder wrote:
> Custom action preparation code:
> return 1;
> 
> Custom action cleanup code:
> $RT::Logger->debug("trying to set owner");
> my ($code, $msg) = $self->TicketObj->SetOwner(10, 'Force');
> $RT::Logger->debug("set owner: $code: $msg");
> 
> return 1;
> 
> 
> 
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> 
> 
> Kenneth Crocker wrote:
>> To all,
>>
>>
>>     I have a scrip that is supposed to modify the ticket owner to
>> "Nobody" when the ticket is moved to another queue. What I have is:
>>
>> Name: Mod Owner on Q chg
>> Condition: On Queue Change
>> Action: User Defined
>> Template: Blank
>> Stage: TransactionBatch
>>
>> Custom Condition: none
>> Custom Action Prep Code:
>> # set new Ticket Owner value
>>
>> my $Ticket = $self->TicketObj;
>> $Ticket->SetOwner('Nobody');
>> return 1;
>>
>> Custom Action Cleanup Code: none
>>
>>     Actually, I also tried it with Return 1: in the prep code and the
>> modifying code in the cleanup and still no go with either way. Here I
>> was thinking it would be a simple scrip and I can't get it to work. I am
>> also executing a notification scrip for the same condition and it works.
>> Anyone have an idea on what's wrong? 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 asraikhn at gmail.com  Thu Oct 18 14:32:10 2007
From: asraikhn at gmail.com (Asrai khn)
Date: Thu, 18 Oct 2007 23:32:10 +0500
Subject: [rt-users] Apache not starting after upgrade
In-Reply-To: <4717A345.9070508@ucrwcu.rwc.uc.edu>
References: <5f0f8dba0710181057m6d9c321cl57da816f8b412d33@mail.gmail.com>
	<4717A345.9070508@ucrwcu.rwc.uc.edu>
Message-ID: <5f0f8dba0710181132p32af03acl78671da56e30f30@mail.gmail.com>

On 10/18/07, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu> wrote:
>
> Looks like you need to re-install Apache::Bundle from CPAN top match
> your version of apache.



Not sure which perl modules to install its rpm base distro and we only
install packages from fedora repository (easy to update in future).

Askar.
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From HelmuthRamirez at compupay.com  Thu Oct 18 14:53:10 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Thu, 18 Oct 2007 14:53:10 -0400
Subject: [rt-users] Queue transfer rights
In-Reply-To: <47179BFA.4020103@lbl.gov>
References: <47163F92.1080308@lbl.gov>
	<6.2.3.4.2.20071017130844.041f0d00@po14.mit.edu>
	<7314881427FC8A4081673E8CEEA79249062751D3@EXMIAMI01.compupay.com>
	<47179BFA.4020103@lbl.gov>
Message-ID: <7314881427FC8A4081673E8CEEA79249062751DF@EXMIAMI01.compupay.com>

Looks like that did it. 

Thanks Kenn!!

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Thursday, October 18, 2007 1:47 PM
To: Helmuth Ramirez
Cc: rt Users
Subject: Re: [rt-users] Queue transfer rights

Helmuth,


	I didn't see "ModifyTicket" listed. I believe that changing the
Queue 
classifies the action as a ticket modification, since I don't see "Queue

Change" specifically. Hope this helps.

Kenn
LBNL

On 10/18/2007 9:12 AM, Helmuth Ramirez wrote:
> Hi everyone,
>   What rights would I need to give someone to allow them to transfer
> from one queue to another?  Specifically:
> 
> They belong to Queue A, they receive the ticket in their queue, after
> troubleshooting they realize the issue needs to go to Queue B, what
> rights do the Queue A members need to transfer into Queue B?
> 
> Currently I have:
> 
> CommentonTicket
> CreateTicket
> SeeQueue
> StealTicket
> TakeTicket
> 
> What am I missing?  I tried looking in the archives with no luck :(
> 
> Cheers!!
> Helmuth
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From jmoseley at corp.xanadoo.com  Thu Oct 18 14:53:55 2007
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Thu, 18 Oct 2007 13:53:55 -0500
Subject: [rt-users] Apache not starting after upgrade
In-Reply-To: <5f0f8dba0710181132p32af03acl78671da56e30f30@mail.gmail.com>
Message-ID: <OFFA593363.0C8E74FE-ON86257378.0067D658-86257378.0067E9B3@pgtv.com>

Have you checked to make sure the version of RT installed via yum is the
most current available?


James Moseley




                                                                           
             "Asrai khn"                                                   
             <asraikhn at gmail.c                                             
             om>                                                        To 
             Sent by:                  rt-users at lists.bestpractical.com    
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       Re: [rt-users] Apache not starting  
                                       after upgrade                       
             10/18/2007 01:32                                              
             PM                                                            
                                                                           
                                                                           
                                                                           
                                                                           






On 10/18/07, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu> wrote:
  Looks like you need to re-install Apache::Bundle from CPAN top match
  your version of apache.


Not sure which perl modules to install its rpm base distro and we only
install packages from fedora repository (easy to update in future).

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

Community help: http://wiki.bestpractical.com
Commercial support: sales 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 Oct 18 15:38:41 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 18 Oct 2007 15:38:41 -0400
Subject: [rt-users] Restrict ModifyCustomField On Per Queue Basis
Message-ID: <4717B641.7090708@yahoo.com>

We will be rolling out a new layout (queues, groups, rights etc) soon.  Each
queue will have an "owner" group which will have all of the rights necessary to
make changes to a ticket.  All other groups will only be able to look at the
tickets.  They won't be able to own or modify them.

I have not been able to restrict the ability to modify custom fields though.
Any person can change a custom field on a ticket even if they are not a member
of the group to which the queue belongs.

Am I just not seeing how to do this or is it not possible to restrict custom
field changes on a queue by queue basis?

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


From theillien at yahoo.com  Thu Oct 18 15:54:15 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 18 Oct 2007 15:54:15 -0400
Subject: [rt-users] Improper Users
Message-ID: <4717B9E7.6020803@yahoo.com>

For some reason we have a slew of users which are in the format
user1;user2;user3;user4.  These users are labeled as "Autocreated when added as
a watcher"  Presumably, either when someone was creating a ticket directly in RT
or forwarding an email to RT in order to automate the creation, these users were
inserted into the one of the email-recipient fields.  Doing so, again
presumably, didn't parse the list in order to check the existence of the users
and instead, viewed it as a single entity which didn't already exist.

Is it possible to eliminate this behaviour or do I need to simply stay on top of
them by manually searching for and removing them?

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


From mwestfall at factory7.com  Thu Oct 18 15:57:21 2007
From: mwestfall at factory7.com (Matt Westfall)
Date: Thu, 18 Oct 2007 15:57:21 -0400
Subject: [rt-users] Permission Denied when editing Organization
Message-ID: <4717BAA1.5070504@factory7.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Hello All,
I am a new user to RT and am very excited about what my company will be
able to accomplish with it.

I have a small quirk that I'm trying to iron out though.

For some reason my users are not able to edit their Organization field!!

I have granted the ModifySelf right to said users and they can edit all
other information about themselves except for the Organization.

Does anyone know what might be causing this?

Thanks,
Matt
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Version: GnuPG v1.4.5 (MingW32)

iD8DBQFHF7qhb/8X6V5MpAURAv/fAJ4penPboTeZoZzj5XMFy043PLJO/gCfTBXQ
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From asraikhn at gmail.com  Thu Oct 18 15:59:06 2007
From: asraikhn at gmail.com (Asrai khn)
Date: Fri, 19 Oct 2007 00:59:06 +0500
Subject: [rt-users] Apache not starting after upgrade
In-Reply-To: <OFFA593363.0C8E74FE-ON86257378.0067D658-86257378.0067E9B3@pgtv.com>
References: <5f0f8dba0710181132p32af03acl78671da56e30f30@mail.gmail.com>
	<OFFA593363.0C8E74FE-ON86257378.0067D658-86257378.0067E9B3@pgtv.com>
Message-ID: <5f0f8dba0710181259h7643fa8dp393a803e92eccf59@mail.gmail.com>

On 10/18/07, James Moseley <jmoseley at corp.xanadoo.com> wrote:
>
> Have you checked to make sure the version of RT installed via yum is the
> most current available?
>
>
> Its rt3-3.6.3-1.fc7 available from Fedora 7 repo and at RT site the latest
version is rt-3.6.5.tar.gz

Thanks. Askar
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From jmoseley at corp.xanadoo.com  Thu Oct 18 16:03:02 2007
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Thu, 18 Oct 2007 15:03:02 -0500
Subject: [rt-users] Apache not starting after upgrade
In-Reply-To: <5f0f8dba0710181259h7643fa8dp393a803e92eccf59@mail.gmail.com>
Message-ID: <OFA00DF969.DA6461D2-ON86257378.006E32BF-86257378.006E3DBF@pgtv.com>

Yes, 3.6.3 is available from FC7 repository.  What's actually installed,
though?

James Moseley




                                                                           
             "Asrai khn"                                                   
             <asraikhn at gmail.c                                             
             om>                                                        To 
                                       "James Moseley"                     
             10/18/2007 02:59          <jmoseley at corp.xanadoo.com>         
             PM                                                         cc 
                                       rt-users at lists.bestpractical.com,   
                                       rt-users-bounces at lists.bestpractica 
                                       l.com                               
                                                                   Subject 
                                       Re: [rt-users] Apache not starting  
                                       after upgrade                       
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           






On 10/18/07, James Moseley <jmoseley at corp.xanadoo.com> wrote:
  Have you checked to make sure the version of RT installed via yum is the
  most current available?


Its rt3-3.6.3-1.fc7 available from Fedora 7 repo and at RT site the latest
version is rt-3.6.5.tar.gz

Thanks. Askar



From asraikhn at gmail.com  Thu Oct 18 16:07:33 2007
From: asraikhn at gmail.com (Asrai khn)
Date: Fri, 19 Oct 2007 01:07:33 +0500
Subject: [rt-users] Apache not starting after upgrade
In-Reply-To: <OFA00DF969.DA6461D2-ON86257378.006E32BF-86257378.006E3DBF@pgtv.com>
References: <5f0f8dba0710181259h7643fa8dp393a803e92eccf59@mail.gmail.com>
	<OFA00DF969.DA6461D2-ON86257378.006E32BF-86257378.006E3DBF@pgtv.com>
Message-ID: <5f0f8dba0710181307r56b88974te5c313b4cebbf55c@mail.gmail.com>

On 10/19/07, James Moseley <jmoseley at corp.xanadoo.com> wrote:
>
> Yes, 3.6.3 is available from FC7 repository.  What's actually installed,
> though?



The same version i have installed

$ rpm -qa | grep rt3
rt3-3.6.3-1.fc7

Askar.
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From theillien at yahoo.com  Thu Oct 18 16:11:52 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 18 Oct 2007 16:11:52 -0400
Subject: [rt-users] Improper Users]
Message-ID: <4717BE08.7070101@yahoo.com>



-------- Original Message --------
Subject: Re: [rt-users] Improper Users
Date: Thu, 18 Oct 2007 16:06:39 -0400
From: Mathew Snyder <theillien at yahoo.com>
To: Matt Westfall <mwestfall at factory7.com>
References: <4717B9E7.6020803 at yahoo.com> <4717BBE3.6050808 at factory7.com>
<4717BC33.3030104 at yahoo.com> <4717BC98.8090701 at factory7.com>

Couldn't tell you to be honest.  I don't know if people within the organization
are doing it or customers that send tickets in.

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


Matt Westfall wrote:
> Is it happening from a large base of submitters? or just one or two?
> 
> 
> 
> Mathew Snyder wrote:
>> Unfortunately, this is an impractical solution.  I'd have to contact every
>> single one of our customers and ask that they change their email client if that
>> is even possible.
> 
>> Keep up with me and what I'm up to: http://theillien.blogspot.com
> 
> 
>> Matt Westfall wrote:
>>> The best thing to do might be to fix the e-mail client that's separating
>>> e-mail addresses with semicolons instead of the RFC dictated commas.
>>>
>>>
>>>
>>> Mathew Snyder wrote:
>>>> For some reason we have a slew of users which are in the format
>>>> user1;user2;user3;user4.  These users are labeled as "Autocreated when added as
>>>> a watcher"  Presumably, either when someone was creating a ticket directly in RT
>>>> or forwarding an email to RT in order to automate the creation, these users were
>>>> inserted into the one of the email-recipient fields.  Doing so, again
>>>> presumably, didn't parse the list in order to check the existence of the users
>>>> and instead, viewed it as a single entity which didn't already exist.
>>>> Is it possible to eliminate this behaviour or do I need to simply stay on top of
>>>> them by manually searching for and removing them?


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


From jmoseley at corp.xanadoo.com  Thu Oct 18 16:16:59 2007
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Thu, 18 Oct 2007 15:16:59 -0500
Subject: [rt-users] Apache not starting after upgrade
In-Reply-To: <5f0f8dba0710181307r56b88974te5c313b4cebbf55c@mail.gmail.com>
Message-ID: <OFBC216434.74C7A2BD-ON86257378.006F406F-86257378.006F84F1@pgtv.com>

OK.  I have no idea what was or wasn't installed as part of the RC7 RPM.
My best advice would be to download the source, run configure, and then do
a 'make testdeps'.  You're not installing anything, but this will tell you
if you are missing anything.


James Moseley




                                                                           
             "Asrai khn"                                                   
             <asraikhn at gmail.c                                             
             om>                                                        To 
             Sent by:                  rt-users at lists.bestpractical.com    
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       Re: [rt-users] Apache not starting  
                                       after upgrade                       
             10/18/2007 03:07                                              
             PM                                                            
                                                                           
                                                                           
                                                                           
                                                                           






On 10/19/07, James Moseley <jmoseley at corp.xanadoo.com> wrote:
  Yes, 3.6.3 is available from FC7 repository.  What's actually installed,
  though?


The same version i have installed

$ rpm -qa | grep rt3
rt3-3.6.3-1.fc7

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

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Commercial support: sales at bestpractical.com


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From asraikhn at gmail.com  Thu Oct 18 16:22:44 2007
From: asraikhn at gmail.com (Asrai khn)
Date: Fri, 19 Oct 2007 01:22:44 +0500
Subject: [rt-users] Apache not starting after upgrade
In-Reply-To: <OFBC216434.74C7A2BD-ON86257378.006F406F-86257378.006F84F1@pgtv.com>
References: <5f0f8dba0710181307r56b88974te5c313b4cebbf55c@mail.gmail.com>
	<OFBC216434.74C7A2BD-ON86257378.006F406F-86257378.006F84F1@pgtv.com>
Message-ID: <5f0f8dba0710181322x1f594858k1cda896da2f770a1@mail.gmail.com>

On 10/19/07, James Moseley <jmoseley at corp.xanadoo.com> wrote:
>
> OK.  I have no idea what was or wasn't installed as part of the RC7 RPM.
> My best advice would be to download the source, run configure, and then do
> a 'make testdeps'.  You're not installing anything, but this will tell you
> if you are missing anything.
>
> Thanks nice idea, atm not feeling for working will let you know later.

Askar.
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From twilson at buffalo.k12.mn.us  Thu Oct 18 16:28:19 2007
From: twilson at buffalo.k12.mn.us (Tim Wilson)
Date: Thu, 18 Oct 2007 15:28:19 -0500
Subject: [rt-users] Triggering scrips on add/delete Ccs
Message-ID: <47177B93.F8B4.0061.0@buffalo.k12.mn.us>

Hey everyone,

I've been beating my head against the wall trying to figure out an answer to the question I posted yesterday:

http://www.gossamer-threads.com/lists/rt/users/69123

Maybe I'm approaching this the wrong way, but I haven't been able to find out how to write a custom scrip condition that triggers when a CC is added to a ticket. (The flip side is triggering when a CC is removed.)

Any ideas? This seems like it should be easy. What TransactionObj->Type would correspond to adding a CC? (And where should I be looking to find out about possible values for things like TransactionObj-Type?)

Hoping someone has a clue they can loan me,
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 forrestarthur at gmail.com  Thu Oct 18 16:35:03 2007
From: forrestarthur at gmail.com (Forrest Blount)
Date: Thu, 18 Oct 2007 16:35:03 -0400
Subject: [rt-users] Triggering scrips on add/delete Ccs
In-Reply-To: <47177B93.F8B4.0061.0@buffalo.k12.mn.us>
References: <47177B93.F8B4.0061.0@buffalo.k12.mn.us>
Message-ID: <e99ac1500710181335l2510db86h5afe1199eb6b1acc@mail.gmail.com>

These should be what you're looking for:

TransactionObj->Type->AddWatcher
or TransactionObj->Type->DelWatcher

Del may be Delete for scrips-- I'm not sure.  I pulled these two types from
the Transactions table right in MySql... I don't know if there's a better
place to find such things.

Forrest

On 10/18/07, Tim Wilson <twilson at buffalo.k12.mn.us> wrote:
>
> Hey everyone,
>
> I've been beating my head against the wall trying to figure out an answer
> to the question I posted yesterday:
>
> http://www.gossamer-threads.com/lists/rt/users/69123
>
> Maybe I'm approaching this the wrong way, but I haven't been able to find
> out how to write a custom scrip condition that triggers when a CC is added
> to a ticket. (The flip side is triggering when a CC is removed.)
>
> Any ideas? This seems like it should be easy. What TransactionObj->Type
> would correspond to adding a CC? (And where should I be looking to find out
> about possible values for things like TransactionObj-Type?)




Hoping someone has a clue they can loan me,
> 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
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 twilson at buffalo.k12.mn.us  Thu Oct 18 17:15:34 2007
From: twilson at buffalo.k12.mn.us (Tim Wilson)
Date: Thu, 18 Oct 2007 16:15:34 -0500
Subject: [rt-users] Triggering scrips on add/delete Ccs
In-Reply-To: <e99ac1500710181335l2510db86h5afe1199eb6b1acc@mail.gmail.com>
References: <47177B93.F8B4.0061.0@buffalo.k12.mn.us>
	<e99ac1500710181335l2510db86h5afe1199eb6b1acc@mail.gmail.com>
Message-ID: <471786A5.F8B4.0061.0@buffalo.k12.mn.us>

>>> On Thu, Oct 18, 2007 at  3:35 PM, in message
<e99ac1500710181335l2510db86h5afe1199eb6b1acc at mail.gmail.com>, "Forrest Blount"
<forrestarthur at gmail.com> wrote: 
> These should be what you're looking for:
> 
> TransactionObj- >Type- >AddWatcher
> or TransactionObj- >Type- >DelWatcher

That helps. I found that this will trigger when any watchers are added:

return undef unless ( $self->TransactionObj->Type eq "AddWatcher" );
return 1;

I haven't been able to figure out how to specify that I'm only interested in new Ccs, not any old watcher. This doesn't work:

return undef unless ( $self->TransactionObj->Type->AddWatcher->Type eq "Cc" );
return 1;

Neither does this:

return undef unless ( $self->TransactionObj->Type->AddWatcher(Type=>"Cc" );
return 1;

-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 gleduc at mail.sdsu.edu  Thu Oct 18 17:25:28 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 18 Oct 2007 14:25:28 -0700
Subject: [rt-users] Triggering scrips on add/delete Ccs
In-Reply-To: <471786A5.F8B4.0061.0@buffalo.k12.mn.us>
References: <47177B93.F8B4.0061.0@buffalo.k12.mn.us>
	<e99ac1500710181335l2510db86h5afe1199eb6b1acc@mail.gmail.com>
	<471786A5.F8B4.0061.0@buffalo.k12.mn.us>
Message-ID: <6.2.1.2.2.20071018142052.0267ed40@mail.sdsu.edu>

Try
   return $self->TransactionObj->Type eq "AddWatcher" && 
$self->TransactionObj->Field eq "Cc";

At 02:15 PM 10/18/2007, Tim Wilson wrote:
> >>> On Thu, Oct 18, 2007 at  3:35 PM, in message
><e99ac1500710181335l2510db86h5afe1199eb6b1acc at mail.gmail.com>, "Forrest 
>Blount"
><forrestarthur at gmail.com> wrote:
> > These should be what you're looking for:
> >
> > TransactionObj- >Type- >AddWatcher
> > or TransactionObj- >Type- >DelWatcher
>
>That helps. I found that this will trigger when any watchers are added:
>
>return undef unless ( $self->TransactionObj->Type eq "AddWatcher" );
>return 1;
>
>I haven't been able to figure out how to specify that I'm only interested 
>in new Ccs, not any old watcher. This doesn't work:
>
>return undef unless ( $self->TransactionObj->Type->AddWatcher->Type eq "Cc" );
>return 1;
>
>Neither does this:
>
>return undef unless ( $self->TransactionObj->Type->AddWatcher(Type=>"Cc" );
>return 1;
>
>-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
>
>
>
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: 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 twilson at buffalo.k12.mn.us  Thu Oct 18 17:37:13 2007
From: twilson at buffalo.k12.mn.us (Tim Wilson)
Date: Thu, 18 Oct 2007 16:37:13 -0500
Subject: [rt-users] Triggering scrips on add/delete Ccs
In-Reply-To: <6.2.1.2.2.20071018142052.0267ed40@mail.sdsu.edu>
References: <47177B93.F8B4.0061.0@buffalo.k12.mn.us>
	<e99ac1500710181335l2510db86h5afe1199eb6b1acc@mail.gmail.com>
	<471786A5.F8B4.0061.0@buffalo.k12.mn.us>
	<6.2.1.2.2.20071018142052.0267ed40@mail.sdsu.edu>
Message-ID: <47178BB9.F8B4.0061.0@buffalo.k12.mn.us>

>>> On Thu, Oct 18, 2007 at  4:25 PM, in message
<6.2.1.2.2.20071018142052.0267ed40 at mail.sdsu.edu>, Gene  LeDuc
<gleduc at mail.sdsu.edu> wrote: 
> Try
>    return $self- >TransactionObj- >Type eq "AddWatcher" && 
> $self- >TransactionObj- >Field eq "Cc";

I thought that would work, but I got this error in the log:

Oct 18 16:31:28 support RT: Scrip 39 IsApplicable failed: Unrecognized character \xE2 at (eval 678) line 1.  Stack:   [(eval 678):1]   [/usr/local/rt3/lib/RT/ScripCondition_Overlay.pm:219]   [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:437]   [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:230]   [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:171]   [/usr/local/rt3/lib/RT/Record.pm:1444]   [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:1447]   [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:1387]   [/usr/local/rt3/lib/RT/Interface/Web.pm:1432]   [/usr/local/rt3/share/html/Ticket/ModifyPeople.html:73]   [/usr/local/rt3/share/html/autohandler:292] (/usr/local/rt3/lib/RT/Condition/UserDefined.pm:67)  

I did manage to find something that seems to work though. It was posted on the list back in January, 2007.

http://www.gossamer-threads.com/lists/rt/users/62335#62335

I tweaked it to look for Cc instead of AdminCc and got:

my $transactionType = $self->TransactionObj->Type;
my $watcherType = $self->TransactionObj->Field;
if (($transactionType eq 'AddWatcher') and ($watcherType eq 'Cc')) {
return 1;
}
return undef;

That definitely does the trick. Now I just need to figure out how to send email to the newly minted Cc and not the whole group of Ccs. Thanks for the help Gene and Forrest.

-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 Keith.D.Schincke at nasa.gov  Thu Oct 18 18:04:55 2007
From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI])
Date: Thu, 18 Oct 2007 17:04:55 -0500
Subject: [rt-users] Triggering scrips on add/delete Ccs
In-Reply-To: <47178BB9.F8B4.0061.0@buffalo.k12.mn.us>
References: <47177B93.F8B4.0061.0@buffalo.k12.mn.us><e99ac1500710181335l2510db86h5afe1199eb6b1acc@mail.gmail.com><471786A5.F8B4.0061.0@buffalo.k12.mn.us><6.2.1.2.2.20071018142052.0267ed40@mail.sdsu.edu>
	<47178BB9.F8B4.0061.0@buffalo.k12.mn.us>
Message-ID: <5D0B651C5306D64AA429824F50D2C0AC5A2904@NDJSEVS23B.ndc.nasa.gov>

 
Did you copy in the space in the "- >"? There should be no white space
there in your Perl code. It should look like "->".

Just an attempt at an easy answer.

Keith


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tim
Wilson
Sent: Thursday, October 18, 2007 4:37 PM
To: Gene LeDuc
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Triggering scrips on add/delete Ccs

>>> On Thu, Oct 18, 2007 at  4:25 PM, in message
<6.2.1.2.2.20071018142052.0267ed40 at mail.sdsu.edu>, Gene  LeDuc
<gleduc at mail.sdsu.edu> wrote: 
> Try
>    return $self- >TransactionObj- >Type eq "AddWatcher" &&
> $self- >TransactionObj- >Field eq "Cc";

I thought that would work, but I got this error in the log:

Oct 18 16:31:28 support RT: Scrip 39 IsApplicable failed: Unrecognized
character \xE2 at (eval 678) line 1.  Stack:   [(eval 678):1]
[/usr/local/rt3/lib/RT/ScripCondition_Overlay.pm:219]
[/usr/local/rt3/lib/RT/Scrip_Overlay.pm:437]
[/usr/local/rt3/lib/RT/Scrips_Overlay.pm:230]
[/usr/local/rt3/lib/RT/Transaction_Overlay.pm:171]
[/usr/local/rt3/lib/RT/Record.pm:1444]
[/usr/local/rt3/lib/RT/Ticket_Overlay.pm:1447]
[/usr/local/rt3/lib/RT/Ticket_Overlay.pm:1387]
[/usr/local/rt3/lib/RT/Interface/Web.pm:1432]
[/usr/local/rt3/share/html/Ticket/ModifyPeople.html:73]
[/usr/local/rt3/share/html/autohandler:292]
(/usr/local/rt3/lib/RT/Condition/UserDefined.pm:67)  

I did manage to find something that seems to work though. It was posted
on the list back in January, 2007.

http://www.gossamer-threads.com/lists/rt/users/62335#62335

I tweaked it to look for Cc instead of AdminCc and got:

my $transactionType = $self->TransactionObj->Type; my $watcherType =
$self->TransactionObj->Field; if (($transactionType eq 'AddWatcher') and
($watcherType eq 'Cc')) { return 1; } return undef;

That definitely does the trick. Now I just need to figure out how to
send email to the newly minted Cc and not the whole group of Ccs. Thanks
for the help Gene and Forrest.

-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




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

Community help: http://wiki.bestpractical.com
Commercial support: sales 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  Thu Oct 18 18:09:43 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 18 Oct 2007 15:09:43 -0700
Subject: [rt-users] Triggering scrips on add/delete Ccs
In-Reply-To: <47178BB9.F8B4.0061.0@buffalo.k12.mn.us>
References: <47177B93.F8B4.0061.0@buffalo.k12.mn.us>
	<e99ac1500710181335l2510db86h5afe1199eb6b1acc@mail.gmail.com>
	<471786A5.F8B4.0061.0@buffalo.k12.mn.us>
	<6.2.1.2.2.20071018142052.0267ed40@mail.sdsu.edu>
	<47178BB9.F8B4.0061.0@buffalo.k12.mn.us>
Message-ID: <6.2.1.2.2.20071018150256.0267f638@mail.sdsu.edu>

I'd check that there were no typos or extraneous characters in the 
condition code.  What you found and is working for you is essentially the 
same thing that I posted, minus the intermediate assignments to 
$transactionType and $watcherType.  The error message about the 
unrecognized \xE2 character seems to indicate that there was something odd 
in what it was trying to evaluate, maybe in the first line of scrip 39.

At 02:37 PM 10/18/2007, Tim Wilson wrote:
> >>> On Thu, Oct 18, 2007 at  4:25 PM, in message
><6.2.1.2.2.20071018142052.0267ed40 at mail.sdsu.edu>, Gene  LeDuc
><gleduc at mail.sdsu.edu> wrote:
> > Try
> >    return $self- >TransactionObj- >Type eq "AddWatcher" &&
> > $self- >TransactionObj- >Field eq "Cc";
>
>I thought that would work, but I got this error in the log:
>
>Oct 18 16:31:28 support RT: Scrip 39 IsApplicable failed: Unrecognized 
>character \xE2 at (eval 678) line 1.  Stack:   [(eval 
>678):1]   [/usr/local/rt3/lib/RT/ScripCondition_Overlay.pm:219] 
>[/usr/local/rt3/lib/RT/Scrip_Overlay.pm:437] 
>[/usr/local/rt3/lib/RT/Scrips_Overlay.pm:230] 
>[/usr/local/rt3/lib/RT/Transaction_Overlay.pm:171] 
>[/usr/local/rt3/lib/RT/Record.pm:1444] 
>[/usr/local/rt3/lib/RT/Ticket_Overlay.pm:1447] 
>[/usr/local/rt3/lib/RT/Ticket_Overlay.pm:1387] 
>[/usr/local/rt3/lib/RT/Interface/Web.pm:1432] 
>[/usr/local/rt3/share/html/Ticket/ModifyPeople.html:73] 
>[/usr/local/rt3/share/html/autohandler:292] 
>(/usr/local/rt3/lib/RT/Condition/UserDefined.pm:67)
>
>I did manage to find something that seems to work though. It was posted on 
>the list back in January, 2007.
>
>http://www.gossamer-threads.com/lists/rt/users/62335#62335
>
>I tweaked it to look for Cc instead of AdminCc and got:
>
>my $transactionType = $self->TransactionObj->Type;
>my $watcherType = $self->TransactionObj->Field;
>if (($transactionType eq 'AddWatcher') and ($watcherType eq 'Cc')) {
>return 1;
>}
>return undef;
>
>That definitely does the trick. Now I just need to figure out how to send 
>email to the newly minted Cc and not the whole group of Ccs. Thanks for 
>the help Gene and Forrest.
>
>-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


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



From ocraig at stillsecure.com  Thu Oct 18 18:44:20 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Thu, 18 Oct 2007 16:44:20 -0600
Subject: [rt-users] Autoconvert 'correspondence' to 'comment' if sender has
	Comment but not Reply rights?
Message-ID: <1192747460.22997.53.camel@localhost.localdomain>


    Is there a method (or can some clever person come up with a scrip
idea) to tell RT to convert an email into a comment if the sender does
not have the "ReplyToTicket" right but does have the "CommentOnTicket"
right? Or if the sender is a member of a given group but does not have a
specific role vis-a-vis the current ticket?

    I could do something in procmail to rewrite the rt-mailgate
arguments for specific senders, but if I do that I won't have access to
RT's roles.

	Thanks,
		Ole


-- 
/Ole Craig
Security Engineer
Team lead, customer support

ocraig at stillsecure.com
303-381-3802 main support line
303-381-3824 my voicemail
303-381-3880 fax

www.stillsecure.com


From KFCrocker at lbl.gov  Thu Oct 18 20:04:16 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 18 Oct 2007 17:04:16 -0700
Subject: [rt-users] Restrict ModifyCustomField On Per Queue Basis
In-Reply-To: <4717B641.7090708@yahoo.com>
References: <4717B641.7090708@yahoo.com>
Message-ID: <4717F480.9070509@lbl.gov>

Mathew,


	We create seperate "support" groups (those that can own/modify ticket 
info) and "user" groups (those only creating/looking at tickets) for 
each queue. That way, when we create a custom field and apply it to a 
particular queue, we can go to the group rights and allow the "support" 
group for that queue to Modify the custom field on a ticket in that 
queue. We DO allow the "user" groups to see the custom fields so they 
can see everything about the ticket when they look. It sounds to me like 
someone has set a global right for everyone to modify a custom field. 
Hope this helps.


Kenn
LBNL

On 10/18/2007 12:38 PM, Mathew Snyder wrote:
> We will be rolling out a new layout (queues, groups, rights etc) soon.  Each
> queue will have an "owner" group which will have all of the rights necessary to
> make changes to a ticket.  All other groups will only be able to look at the
> tickets.  They won't be able to own or modify them.
> 
> I have not been able to restrict the ability to modify custom fields though.
> Any person can change a custom field on a ticket even if they are not a member
> of the group to which the queue belongs.
> 
> Am I just not seeing how to do this or is it not possible to restrict custom
> field changes on a queue by queue basis?
> 


From KFCrocker at lbl.gov  Thu Oct 18 20:06:22 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 18 Oct 2007 17:06:22 -0700
Subject: [rt-users] Permission Denied when editing Organization
In-Reply-To: <4717BAA1.5070504@factory7.com>
References: <4717BAA1.5070504@factory7.com>
Message-ID: <4717F4FE.10608@lbl.gov>

Matt,


	We grant the permission to ModifySelf on a global basis to all 
Privileged users and have no problem at all. Try that. Hope it helps.

Kenn
LBNL

On 10/18/2007 12:57 PM, Matt Westfall wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> Hello All,
> I am a new user to RT and am very excited about what my company will be
> able to accomplish with it.
> 
> I have a small quirk that I'm trying to iron out though.
> 
> For some reason my users are not able to edit their Organization field!!
> 
> I have granted the ModifySelf right to said users and they can edit all
> other information about themselves except for the Organization.
> 
> Does anyone know what might be causing this?
> 
> Thanks,
> Matt
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.5 (MingW32)
> 
> iD8DBQFHF7qhb/8X6V5MpAURAv/fAJ4penPboTeZoZzj5XMFy043PLJO/gCfTBXQ
> 3Scam8NNtD4OlfO18QYRMYo=
> =bLOB
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From mwestfall at factory7.com  Thu Oct 18 20:27:37 2007
From: mwestfall at factory7.com (Matt Westfall)
Date: Thu, 18 Oct 2007 20:27:37 -0400
Subject: [rt-users] Permission Denied when editing Organization
In-Reply-To: <4717F4FE.10608@lbl.gov>
References: <4717BAA1.5070504@factory7.com> <4717F4FE.10608@lbl.gov>
Message-ID: <1192753660.2D5B1FC6@fd4.dngr.org>

Now that I think about it, I even specifically granted ModifySelf on my 
test account, and no joy.  Can't modify Organization, says permission 
denied :-/
On Thu, 18 Oct 2007 8:06 pm, Kenneth Crocker wrote:
> Matt,
>
>
> 	We grant the permission to ModifySelf on a global basis to all 
> Privileged users and have no problem at all. Try that. Hope it helps.
>
> Kenn
> LBNL
>
> On 10/18/2007 12:57 PM, Matt Westfall wrote:
>> -----BEGIN PGP SIGNED MESSAGE-----
>> Hash: SHA1
>> Hello All,
>> I am a new user to RT and am very excited about what my company will be
>> able to accomplish with it.
>> I have a small quirk that I'm trying to iron out though.
>> For some reason my users are not able to edit their Organization 
>> field!!
>> I have granted the ModifySelf right to said users and they can edit all
>> other information about themselves except for the Organization.
>> Does anyone know what might be causing this?
>> Thanks,
>> Matt
>> -----BEGIN PGP SIGNATURE-----
>> Version: GnuPG v1.4.5 (MingW32)
>> iD8DBQFHF7qhb/8X6V5MpAURAv/fAJ4penPboTeZoZzj5XMFy043PLJO/gCfTBXQ
>> 3Scam8NNtD4OlfO18QYRMYo=
>> =bLOB
>> -----END PGP SIGNATURE-----
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
Matt Westfall
Factory7


From theillien at yahoo.com  Thu Oct 18 21:07:02 2007
From: theillien at yahoo.com (Mathew)
Date: Thu, 18 Oct 2007 21:07:02 -0400
Subject: [rt-users] include custom status in QuickSearch
Message-ID: <47180336.7070107@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 to @ActiveStatus in RT_SiteConfig.pm that I need to
include in these links/searches.

The custom status shows up under the drop down for statuses but it
doesn't appear as part of the links under QuickSearch.  By links I don't
mean the colums which list only the number of tickets under that status.
 I mean the queue names as links.

Mathew
-- 
Keep up with my goings on at http://theillien.blogspot.com


From falcone at bestpractical.com  Thu Oct 18 22:21:18 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 18 Oct 2007 22:21:18 -0400
Subject: [rt-users] Permission Denied when editing Organization
In-Reply-To: <1192753660.2D5B1FC6@fd4.dngr.org>
References: <4717BAA1.5070504@factory7.com> <4717F4FE.10608@lbl.gov>
	<1192753660.2D5B1FC6@fd4.dngr.org>
Message-ID: <5EAC6D40-3C71-447E-9738-56ECBA32F5AE@bestpractical.com>

On Oct 18, 2007, at 8:27 PM, Matt Westfall wrote:

> Now that I think about it, I even specifically granted ModifySelf  
> on my test account, and no joy.  Can't modify Organization, says  
> permission denied :-/

Organization is considered an 'admin' field.  Only people with the  
global AdminUsers right can change it.
See the code in User_Overlay.pm, sub _OverlayAccessible {

You could override that in a User_Local.pm if you want

-kevin

> On Thu, 18 Oct 2007 8:06 pm, Kenneth Crocker wrote:
>> Matt,
>>
>>
>> 	We grant the permission to ModifySelf on a global basis to all  
>> Privileged users and have no problem at all. Try that. Hope it helps.
>>
>> Kenn
>> LBNL
>>
>> On 10/18/2007 12:57 PM, Matt Westfall wrote:
>>> -----BEGIN PGP SIGNED MESSAGE-----
>>> Hash: SHA1
>>> Hello All,
>>> I am a new user to RT and am very excited about what my company  
>>> will be
>>> able to accomplish with it.
>>> I have a small quirk that I'm trying to iron out though.
>>> For some reason my users are not able to edit their Organization  
>>> field!!
>>> I have granted the ModifySelf right to said users and they can  
>>> edit all
>>> other information about themselves except for the Organization.
>>> Does anyone know what might be causing this?
>>> Thanks,
>>> Matt
>>> -----BEGIN PGP SIGNATURE-----
>>> Version: GnuPG v1.4.5 (MingW32)
>>> iD8DBQFHF7qhb/8X6V5MpAURAv/fAJ4penPboTeZoZzj5XMFy043PLJO/gCfTBXQ
>>> 3Scam8NNtD4OlfO18QYRMYo=
>>> =bLOB
>>> -----END PGP SIGNATURE-----
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly  
>>> Media. Buy a copy at http://rtbook.bestpractical.com
>>>
> Matt Westfall
> Factory7
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 Oct 18 23:05:08 2007
From: twilson at buffalo.k12.mn.us (Tim Wilson)
Date: Thu, 18 Oct 2007 22:05:08 -0500
Subject: [rt-users] Triggering scrips on add/delete Ccs
In-Reply-To: <6.2.1.2.2.20071018142052.0267ed40@mail.sdsu.edu>
References: <47177B93.F8B4.0061.0@buffalo.k12.mn.us>
	<e99ac1500710181335l2510db86h5afe1199eb6b1acc@mail.gmail.com>
	<471786A5.F8B4.0061.0@buffalo.k12.mn.us>
	<6.2.1.2.2.20071018142052.0267ed40@mail.sdsu.edu>
Message-ID: <4717D893.F8B4.0061.0@buffalo.k12.mn.us>

Hey everyone,

For the sake of completeness and mailing list documentation, here's the snippet of code I'm using in my template to send an email to each new CC alerting them that they've been added to the ticket. The same code would work any time a new watcher is added to a ticket. If you use OldValue instead, I think it would also work for notifying watchers that they've been removed from a ticket.

To: {
my $watcherid = $Transaction->NewValue;
my $user = RT::User->new( $RT::SystemUser );
$user->Load( $watcherid );
$user->EmailAddress;
}
Subject: New RFC: {$Ticket->Subject}

The $watcherid value is the user id of the person added as CC. Thanks to everyone who responded to my original question.

-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 drobert at generix.fr  Fri Oct 19 04:38:30 2007
From: drobert at generix.fr (David ROBERT)
Date: Fri, 19 Oct 2007 10:38:30 +0200
Subject: [rt-users] RT 3.6.5 Setup / LDAP
Message-ID: <F0D1BCCB4130234AAC06702F86045FBE63C2BD@HELIUM.generix.fr>

Hello,

 

Before writing this mail, let it be said that I spent some hours going
through the wiki reading any bits of info that had more or less to do
with LDAP and the many different ways to try to use it in RT. Gone
thought the mailing list archive and did my share of googling around.
All in all I spent the week (and some nights) on this.

 

We have been fiddling with RT 3.6.5 for the past week trying to set it
up to have LDAP Auth. At first we managed to set ti up  to run of a RHEL
5 server, Apache 2.2.3 using mod_perl.

 

But since the goal is to use RT for corporate IT support requests
tracking and we use a Win2003 Domain in native mode with some 500+ user
account and a high turnover rate, we want RT to use our ActiveDirectory.

 

The problem is that the more LDAP "recipe" I try to use the more
desesperate I get :-)

 

So, I am ready to scrap our RHEL 5 Server and FastCGI instead of
mod_perl if need be, but I don't want to waste some more precious work
days (and some sleep hours to the greatest dismay of my family) going
blindly around.

 

That's why I'm looking for somebody out there that managed to use RT
3.6.5 and LDAP properly using a RedHat Linux if possible or any other
distrib (provided it's free because we only use RedHat distrib for our
corporate use and we won't buy any other distrib). If all it takes is
using another RHEL version (3, 4, any update level, we have all of them)
or a specific list of modules, we are ready to accept any compromise
that will enables us to have this RT 3.6.5 running with LDAP.

 

 Yours,

 

David

 

 

 

 

 

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From HelmuthRamirez at compupay.com  Fri Oct 19 06:03:55 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Fri, 19 Oct 2007 06:03:55 -0400
Subject: [rt-users] RT 3.6.5 Setup / LDAP
In-Reply-To: <F0D1BCCB4130234AAC06702F86045FBE63C2BD@HELIUM.generix.fr>
References: <F0D1BCCB4130234AAC06702F86045FBE63C2BD@HELIUM.generix.fr>
Message-ID: <7314881427FC8A4081673E8CEEA79249062751F6@EXMIAMI01.compupay.com>

David,

  Like you, I researched and failed many times before I got it to work
properly (adding insult to injury RT was my introduction to *nix).  What
errors are you experiencing?  

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
ROBERT
Sent: Friday, October 19, 2007 4:39 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT 3.6.5 Setup / LDAP

 

Hello,

 

Before writing this mail, let it be said that I spent some hours going
through the wiki reading any bits of info that had more or less to do
with LDAP and the many different ways to try to use it in RT. Gone
thought the mailing list archive and did my share of googling around.
All in all I spent the week (and some nights) on this.

 

We have been fiddling with RT 3.6.5 for the past week trying to set it
up to have LDAP Auth. At first we managed to set ti up  to run of a RHEL
5 server, Apache 2.2.3 using mod_perl.

 

But since the goal is to use RT for corporate IT support requests
tracking and we use a Win2003 Domain in native mode with some 500+ user
account and a high turnover rate, we want RT to use our ActiveDirectory.

 

The problem is that the more LDAP "recipe" I try to use the more
desesperate I get :-)

 

So, I am ready to scrap our RHEL 5 Server and FastCGI instead of
mod_perl if need be, but I don't want to waste some more precious work
days (and some sleep hours to the greatest dismay of my family) going
blindly around.

 

That's why I'm looking for somebody out there that managed to use RT
3.6.5 and LDAP properly using a RedHat Linux if possible or any other
distrib (provided it's free because we only use RedHat distrib for our
corporate use and we won't buy any other distrib). If all it takes is
using another RHEL version (3, 4, any update level, we have all of them)
or a specific list of modules, we are ready to accept any compromise
that will enables us to have this RT 3.6.5 running with LDAP.

 

 Yours,

 

David

 

 

 

 

 

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From jose.canton at atosorigin.com  Fri Oct 19 05:55:07 2007
From: jose.canton at atosorigin.com (Jose Antonio Canton Olid)
Date: Fri, 19 Oct 2007 11:55:07 +0200
Subject: [rt-users] RT 3.6.5 Setup / LDAP
Message-ID: <5584767C35D48D4E885646642939DFE101DBDEA7@INTMAIL01.es.int.atosorigin.com>

Hello

 

I have deployed RT 3.6.1 using Apache2 + AD + modpel2 where I work, on a
Debian. We use RTFM and RTAT thanks to this list. The information
available about LDAP was not much, but now there is a recent article in
the wiki that helps a lot.

 

LDAPSiteConfigSettingsForActiveDirectory
<http://wiki.bestpractical.com/view/LdapSiteConfigSettingsForActiveDirec
tory> 

 

If it can not help you, I think I can help. But please take a look to
that document before.

 

Best regards

Josep

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
ROBERT
Sent: viernes, 19 de octubre de 2007 10:39
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT 3.6.5 Setup / LDAP

 

Hello,

 

Before writing this mail, let it be said that I spent some hours going
through the wiki reading any bits of info that had more or less to do
with LDAP and the many different ways to try to use it in RT. Gone
thought the mailing list archive and did my share of googling around.
All in all I spent the week (and some nights) on this.

 

We have been fiddling with RT 3.6.5 for the past week trying to set it
up to have LDAP Auth. At first we managed to set ti up  to run of a RHEL
5 server, Apache 2.2.3 using mod_perl.

 

But since the goal is to use RT for corporate IT support requests
tracking and we use a Win2003 Domain in native mode with some 500+ user
account and a high turnover rate, we want RT to use our ActiveDirectory.

 

The problem is that the more LDAP "recipe" I try to use the more
desesperate I get :-)

 

So, I am ready to scrap our RHEL 5 Server and FastCGI instead of
mod_perl if need be, but I don't want to waste some more precious work
days (and some sleep hours to the greatest dismay of my family) going
blindly around.

 

That's why I'm looking for somebody out there that managed to use RT
3.6.5 and LDAP properly using a RedHat Linux if possible or any other
distrib (provided it's free because we only use RedHat distrib for our
corporate use and we won't buy any other distrib). If all it takes is
using another RHEL version (3, 4, any update level, we have all of them)
or a specific list of modules, we are ready to accept any compromise
that will enables us to have this RT 3.6.5 running with LDAP.

 

 Yours,

 

David

 

 

 

 

 


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From krishna.prasad at spartanlabs.com  Fri Oct 19 06:43:54 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Fri, 19 Oct 2007 16:13:54 +0530
Subject: [rt-users] RT allow multiple owners for a ticket?
In-Reply-To: <47136F18.2070401@ucrwcu.rwc.uc.edu>
Message-ID: <20071019104424.3B6954D828A@diesel.bestpractical.com>

Does RT allow multiple owners for a single ticket?

 

 

Thanks!!!

 

[Krishna Prasad] 

 

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From krishna.prasad at spartanlabs.com  Fri Oct 19 06:58:55 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Fri, 19 Oct 2007 16:28:55 +0530
Subject: [rt-users] problem regarding custom fields.....
In-Reply-To: <47179E31.6020403@lbl.gov>
Message-ID: <20071019105858.7B6A04D8289@diesel.bestpractical.com>


Thanks for your reply. It helped me a lot in finding the solution.


With Regards, 
Krishna Prasad 


-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Thursday, October 18, 2007 11:26 PM
To: krishna.prasad at spartanlabs.com
Cc: 'Drew Barnes'; rt-users at lists.bestpractical.com;
rt-users-request at lists.bestpractical.com
Subject: Re: [rt-users] problem regarding custom fields.....

Krishna,


	Besides giving queue/ticket rights to groups, groups also have to
have 
rights to a Custom Field in order to see it and/or modify it. 
Administration of a Custom Field involves changing the type of data 
expected, creating new ones, etc. Those rights are granted via Queue 
rights for groups. To see the CF in a ticket or modify it (within it's 
data drop down) is a right you grant by going to 
Configuration->CustomFields->SelectField->Group Rights. Select the 
rights you want the different groups to have when dealing with the 
ticket custom field. Hope this helps.

Kenn
LBNL

On 10/18/2007 7:24 AM, Krishna Prasad wrote:
> Hi,
> 
>  
> 
> I have a query regarding custom fields:
> 
>  
> 
> I have created different custom fields and the root user can able to see 
> the custom fields and can change or modify the custom fields. But the 
> owner of the ticket cannot able to see the custom fields and can also 
> change or modify the custom fields. Whether we have to change the group 
> rights or user rights? Can any one please help me in finding this
solution?
> 
>  
> 
> Thanks!!!
> 
>  
> 
>  
> 
> With Regards,
> 
> Krishna Prasad
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From mwestfall at factory7.com  Fri Oct 19 08:37:12 2007
From: mwestfall at factory7.com (Matt Westfall)
Date: Fri, 19 Oct 2007 08:37:12 -0400
Subject: [rt-users] Permission Denied when editing Organization
In-Reply-To: <5EAC6D40-3C71-447E-9738-56ECBA32F5AE@bestpractical.com>
References: <4717BAA1.5070504@factory7.com>
	<4717F4FE.10608@lbl.gov>	<1192753660.2D5B1FC6@fd4.dngr.org>
	<5EAC6D40-3C71-447E-9738-56ECBA32F5AE@bestpractical.com>
Message-ID: <4718A4F8.10307@factory7.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1


Thanks alot Kevin!!


Kevin Falcone wrote:
> On Oct 18, 2007, at 8:27 PM, Matt Westfall wrote:
> 
>> Now that I think about it, I even specifically granted ModifySelf on
>> my test account, and no joy.  Can't modify Organization, says
>> permission denied :-/
> 
> Organization is considered an 'admin' field.  Only people with the
> global AdminUsers right can change it.
> See the code in User_Overlay.pm, sub _OverlayAccessible {
> 
> You could override that in a User_Local.pm if you want
> 
> -kevin
> 
>> On Thu, 18 Oct 2007 8:06 pm, Kenneth Crocker wrote:
>>> Matt,
>>>
>>>
>>>     We grant the permission to ModifySelf on a global basis to all
>>> Privileged users and have no problem at all. Try that. Hope it helps.
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 10/18/2007 12:57 PM, Matt Westfall wrote:
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com
>>>>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
>>>>
>> Matt Westfall
>> Factory7
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>

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

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


> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy
> a copy at http://rtbook.bestpractical.com
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iD8DBQFHGKT4b/8X6V5MpAURAkbgAJ9gR22LvDVY2rI3fbv/G7/JcYHOrQCfezxC
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From asraikhn at gmail.com  Fri Oct 19 08:51:13 2007
From: asraikhn at gmail.com (Asrai khn)
Date: Fri, 19 Oct 2007 17:51:13 +0500
Subject: [rt-users] Apache not starting after upgrade
In-Reply-To: <OFBC216434.74C7A2BD-ON86257378.006F406F-86257378.006F84F1@pgtv.com>
References: <5f0f8dba0710181307r56b88974te5c313b4cebbf55c@mail.gmail.com>
	<OFBC216434.74C7A2BD-ON86257378.006F406F-86257378.006F84F1@pgtv.com>
Message-ID: <5f0f8dba0710190551p12ab5767q294623efe39b01b5@mail.gmail.com>

On 10/19/07, James Moseley <jmoseley at corp.xanadoo.com> wrote:
>
> OK.  I have no idea what was or wasn't installed as part of the RC7 RPM.
> My best advice would be to download the source, run configure, and then do
> a 'make testdeps'.  You're not installing anything, but this will tell you
> if you are missing anything.


I have downloaded the source of same version that has been installed by yum
and then run 'configure' and then 'make testdeps' it gives me few missing
deps

CORE dependencies:

DBIx::SearchBuilder 1.40...MISSING
 DBIx::SearchBuilder version 1.4 required--this is only version 1.38 at
(eval 19) line 2.

DEV dependencies:
Test::Expect 0.30...MISSING

Wonders what packages to install for these deps and does it related to the
error i am getting while starting apache.

Thanks. Askar
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From crpatter at ci.grand-rapids.mi.us  Fri Oct 19 09:05:36 2007
From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig)
Date: Fri, 19 Oct 2007 09:05:36 -0400
Subject: [rt-users] Apache not starting after upgrade
In-Reply-To: <5f0f8dba0710190551p12ab5767q294623efe39b01b5@mail.gmail.com>
References: <5f0f8dba0710181307r56b88974te5c313b4cebbf55c@mail.gmail.com><OFBC216434.74C7A2BD-ON86257378.006F406F-86257378.006F84F1@pgtv.com>
	<5f0f8dba0710190551p12ab5767q294623efe39b01b5@mail.gmail.com>
Message-ID: <B91A344EF1E1C645B0319809F04BD7160192BD7A@C201MSGC0206.grand-rapids.mi.us>

Askar,

 

Forgive me if you've already tried this.  

 

After running make testdeps, if something comes up missing the next step
is to run 'make fixdeps'.  This will connect to cpan and install your
missing Perl Modules.  CPAN will also resolve any dependencies those
modules have.

 

There are a couple of cranky modules, but I don't believe the ones you
listed ever gave me any problems.

 

Craig

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Asrai khn
Sent: Friday, October 19, 2007 8:51 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Apache not starting after upgrade

 

 

On 10/19/07, James Moseley <jmoseley at corp.xanadoo.com> wrote:

OK.  I have no idea what was or wasn't installed as part of the RC7 RPM.
My best advice would be to download the source, run configure, and then
do
a 'make testdeps'.  You're not installing anything, but this will tell
you 
if you are missing anything.


I have downloaded the source of same version that has been installed by
yum and then run 'configure' and then 'make testdeps' it gives me few
missing deps

CORE dependencies:

DBIx::SearchBuilder 1.40...MISSING
 DBIx::SearchBuilder version 1.4 required--this is only version 1.38 at
(eval 19) line 2.

DEV dependencies:
Test::Expect 0.30...MISSING

Wonders what packages to install for these deps and does it related to
the error i am getting while starting apache.

Thanks. Askar

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From asraikhn at gmail.com  Fri Oct 19 09:15:32 2007
From: asraikhn at gmail.com (Asrai khn)
Date: Fri, 19 Oct 2007 18:15:32 +0500
Subject: [rt-users] Apache not starting after upgrade
In-Reply-To: <B91A344EF1E1C645B0319809F04BD7160192BD7A@C201MSGC0206.grand-rapids.mi.us>
References: <5f0f8dba0710181307r56b88974te5c313b4cebbf55c@mail.gmail.com>
	<OFBC216434.74C7A2BD-ON86257378.006F406F-86257378.006F84F1@pgtv.com>
	<5f0f8dba0710190551p12ab5767q294623efe39b01b5@mail.gmail.com>
	<B91A344EF1E1C645B0319809F04BD7160192BD7A@C201MSGC0206.grand-rapids.mi.us>
Message-ID: <5f0f8dba0710190615m586d1a06jab09d5a202c2a022@mail.gmail.com>

On 10/19/07, Patterson, Craig <crpatter at ci.grand-rapids.mi.us> wrote:
>
>  Askar,
>
>
>
> Forgive me if you've already tried this.
>
>
>
> After running make testdeps, if something comes up missing the next step
> is to run 'make fixdeps'.  This will connect to cpan and install your
> missing Perl Modules.  CPAN will also resolve any dependencies those modules
> have.
>
>
>
> There are a couple of cranky modules, but I don't believe the ones you
> listed ever gave me any problems.
>



Craig,

RT3 is already installed from Fedora 7 repository I am trying to figure out
why apache failing to start after this host has been upgraded from FC6 to
F7.

The error i am getting is

[Wed Oct 17 16:39:08 2007] [error] Apache2::ServerUtil object version
2.000002 does not match $Apache2::ServerUtil::VERSION 2.000003 at
/usr/lib/perl5/5.8.8/i386
-linux-thread-multi/XSLoader.pm line 94.\nCompilation failed in require at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line
250.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line
259.\nCompilation failed in require at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web/Handler.pm line
134.\nCompilation failed in require at (eval 2) line 1.\n
[Wed Oct 17 16:39:08 2007] [error] Can't load Perl file: /usr/sbin/webmux.pl
for server

And for 'make testdeps' i have confirmed that the missing dependency from
Core ' is already installed at this host

perl-DBIx-SearchBuilder-1.49-1.fc7

May be rt-3.6.3 requires lower version, but the above version comes with
Fedora 7.

We do not installed packages from CPAN but only Fedora repositories

reason: make easy to update

Askar.
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From ruz at bestpractical.com  Fri Oct 19 09:31:20 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 19 Oct 2007 17:31:20 +0400
Subject: [rt-users] RT allow multiple owners for a ticket?
In-Reply-To: <20071019104424.3B6954D828A@diesel.bestpractical.com>
References: <47136F18.2070401@ucrwcu.rwc.uc.edu>
	<20071019104424.3B6954D828A@diesel.bestpractical.com>
Message-ID: <589c94400710190631q6ba3d533r3ee419d2ea2d6425@mail.gmail.com>

No.

On 10/19/07, Krishna Prasad <krishna.prasad at spartanlabs.com> wrote:
>
>
>
>
> Does RT allow multiple owners for a single ticket?
>
>
>
>
>
> Thanks!!!
>
>
>
> [Krishna Prasad]
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 sgolby at freshdirect.com  Fri Oct 19 09:30:20 2007
From: sgolby at freshdirect.com (Scott Golby)
Date: Fri, 19 Oct 2007 09:30:20 -0400
Subject: [rt-users] RT 3.6.5 Setup / LDAP
In-Reply-To: <F0D1BCCB4130234AAC06702F86045FBE63C2BD@HELIUM.generix.fr>
References: <F0D1BCCB4130234AAC06702F86045FBE63C2BD@HELIUM.generix.fr>
Message-ID: <2D3D2157189440469065F42BBF3F9B3B020A64C3@NYC1MS01.lic.corp.freshdirect.com>

Hi David,

The link that Jose posted is pretty similar to what I used to hook into
our ActiveDirectory on Win2k3 server here.

I did make these changes to get it to work however.  The Doc I read 12
months ago said to filter on sAMAccountName, that didn't work for me.

#Set($LdapFilter, '(objectclass=sAMAccountName)');
Set($LdapFilter, '(objectclass=*)');


Getting the Set($LdapBase, ''); right can be a challenge, use ldapsearch
on linux to walk your AD server, it will also confirm that your
Set($LdapUser) is setup correctly.  That you have to be sure of, we've
had our LdapUser expire on the AD server and it locked everyone out of
RT because it couldn't bind.


Unlike the link instructions, I do have SSL turned on, worked for me.

# These turn on SSL for LDAP
Set($LdapTLS, 0);
Set($LdapSSLVersion, 3);


- Scott




From crpatter at ci.grand-rapids.mi.us  Fri Oct 19 10:57:57 2007
From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig)
Date: Fri, 19 Oct 2007 10:57:57 -0400
Subject: [rt-users] Apache not starting after upgrade
In-Reply-To: <5f0f8dba0710190615m586d1a06jab09d5a202c2a022@mail.gmail.com>
References: <5f0f8dba0710181307r56b88974te5c313b4cebbf55c@mail.gmail.com><OFBC216434.74C7A2BD-ON86257378.006F406F-86257378.006F84F1@pgtv.com><5f0f8dba0710190551p12ab5767q294623efe39b01b5@mail.gmail.com><B91A344EF1E1C645B0319809F04BD7160192BD7A@C201MSGC0206.grand-rapids.mi.us>
	<5f0f8dba0710190615m586d1a06jab09d5a202c2a022@mail.gmail.com>
Message-ID: <B91A344EF1E1C645B0319809F04BD7160192BF67@C201MSGC0206.grand-rapids.mi.us>

Askar,

 

I'm running 3.6.4 with DBIx::SearchBilder v1.49.  I don't think that is
your problem.  Sorry I don't have any more to add to that.

 

Craig

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Asrai khn
Sent: Friday, October 19, 2007 9:16 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Apache not starting after upgrade

 

 

On 10/19/07, Patterson, Craig <crpatter at ci.grand-rapids.mi.us> wrote:

Askar,

 

Forgive me if you've already tried this.  

 

After running make testdeps, if something comes up missing the next step
is to run 'make fixdeps'.  This will connect to cpan and install your
missing Perl Modules.  CPAN will also resolve any dependencies those
modules have.

 

There are a couple of cranky modules, but I don't believe the ones you
listed ever gave me any problems.




Craig,

RT3 is already installed from Fedora 7 repository I am trying to figure
out why apache failing to start after this host has been upgraded from
FC6 to F7.

The error i am getting is 

[Wed Oct 17 16:39:08 2007] [error] Apache2::ServerUtil object version
2.000002 does not match $Apache2::ServerUtil::VERSION 2.000003 at
/usr/lib/perl5/5.8.8/i386
-linux-thread-multi/XSLoader.pm line 94.\nCompilation failed in require
at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line
250.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line
259.\nCompilation failed in require at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web/Handler.pm line
134.\nCompilation failed in require at (eval 2) line 1.\n 
[Wed Oct 17 16:39:08 2007] [error] Can't load Perl file:
/usr/sbin/webmux.pl for server

And for 'make testdeps' i have confirmed that the missing dependency
from Core ' is already installed at this host 

perl-DBIx-SearchBuilder-1.49-1.fc7

May be rt-3.6.3 requires lower version, but the above version comes with
Fedora 7.

We do not installed packages from CPAN but only Fedora repositories 

reason: make easy to update 

Askar.

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From drobert at generix.fr  Fri Oct 19 12:39:51 2007
From: drobert at generix.fr (David ROBERT)
Date: Fri, 19 Oct 2007 18:39:51 +0200
Subject: [rt-users] RT 3.6.5 Setup / LDAP
In-Reply-To: <2D3D2157189440469065F42BBF3F9B3B020A64DC@NYC1MS01.lic.corp.freshdirect.com>
References: <F0D1BCCB4130234AAC06702F86045FBE63C2BD@HELIUM.generix.fr>
	<2D3D2157189440469065F42BBF3F9B3B020A64C3@NYC1MS01.lic.corp.freshdirect.com>
	<F0D1BCCB4130234AAC06702F86045FBE661C61@HELIUM.generix.fr>
	<2D3D2157189440469065F42BBF3F9B3B020A64DC@NYC1MS01.lic.corp.freshdirect.com>
Message-ID: <F0D1BCCB4130234AAC06702F86045FBE661D2D@HELIUM.generix.fr>

At least I'm able to use the ldapsearch command line utility to query properly our AD servers. I have to use the -x options to force simple auth method otherwise I get an error (I put all needed options in the command line, not relying on /etc/ldap.conf)

But... this leads me to ask a question that may be a really silly one: do we need a properly configured /etc/ldap.conf file to get the LDAP Auth to work in RT? I thought all the server and connection info put in the RT/Apache conf file would be enough.

Now I'll try to install the ldap overlay and configure it.

-----Message d'origine-----
De?: Scott Golby [mailto:sgolby at freshdirect.com] 
Envoy??: vendredi 19 octobre 2007 15:57
??: David ROBERT
Objet?: RE: [rt-users] RT 3.6.5 Setup / LDAP

Oh, go for debug on, you'll get tons of LDAP messages every step of the way.

Set($LogToFile      , 'debug');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log

Very obvious when you get it right, you'll see the response from the server with the Real Name, Address, etc, etc, in the logs.


-----Original Message-----
From: David ROBERT [mailto:drobert at generix.fr] 
Sent: Friday, October 19, 2007 9:53 AM
To: Scott Golby
Subject: RE: [rt-users] RT 3.6.5 Setup / LDAP

Since I get no LDAP error whatsoever in my log files I'll try the ldapsearch approach first.

At the same time I am reviewing wiki articles about a FastCGI setup instead of the mod_perl method (found a RHEL4u2+RT3.6.2 method that I try on my RHEL5+RT3.6.5)
Will keep you posted on the ldapsearch attempt.

-----Message d'origine-----
De?: Scott Golby [mailto:sgolby at freshdirect.com] 
Envoy??: vendredi 19 octobre 2007 15:30
??: David ROBERT; rt-users at lists.bestpractical.com
Objet?: RE: [rt-users] RT 3.6.5 Setup / LDAP

Hi David,

The link that Jose posted is pretty similar to what I used to hook into
our ActiveDirectory on Win2k3 server here.

I did make these changes to get it to work however.  The Doc I read 12
months ago said to filter on sAMAccountName, that didn't work for me.

#Set($LdapFilter, '(objectclass=sAMAccountName)');
Set($LdapFilter, '(objectclass=*)');


Getting the Set($LdapBase, ''); right can be a challenge, use ldapsearch
on linux to walk your AD server, it will also confirm that your
Set($LdapUser) is setup correctly.  That you have to be sure of, we've
had our LdapUser expire on the AD server and it locked everyone out of
RT because it couldn't bind.


Unlike the link instructions, I do have SSL turned on, worked for me.

# These turn on SSL for LDAP
Set($LdapTLS, 0);
Set($LdapSSLVersion, 3);


- Scott








From pooka at t-online.de  Fri Oct 19 12:49:44 2007
From: pooka at t-online.de (Olaf Hamann)
Date: Fri, 19 Oct 2007 18:49:44 +0200
Subject: [rt-users] Restrict ModifyCustomField On Per Queue Basis
In-Reply-To: <4717B641.7090708@yahoo.com>
References: <4717B641.7090708@yahoo.com>
Message-ID: <4718E028.8040802@t-online.de>

Hi Matthew,

We have the effect that the user may put values into a 'for him 
forbidden' custom field but the values are not taken by RT.
There is a little notice like "Not permitted to change field" or so.

We are using RT 3.6.1  - our custom fields have three rights to permit: 
AdminCustomField, ModifyCustomField, SeeCustomField.
They work as expected. I permit them to groups.
Our custom fields are not configured as global but per queue 
(Configuration.Queues.<queueName>.Ticket Custom Fields).

Can you tell more about your configuration to isolate the problem?

Regards
Olaf Hamann




From sgolby at freshdirect.com  Fri Oct 19 12:54:38 2007
From: sgolby at freshdirect.com (Scott Golby)
Date: Fri, 19 Oct 2007 12:54:38 -0400
Subject: [rt-users] RT 3.6.5 Setup / LDAP
In-Reply-To: <F0D1BCCB4130234AAC06702F86045FBE661D2D@HELIUM.generix.fr>
References: <F0D1BCCB4130234AAC06702F86045FBE63C2BD@HELIUM.generix.fr><2D3D2157189440469065F42BBF3F9B3B020A64C3@NYC1MS01.lic.corp.freshdirect.com><F0D1BCCB4130234AAC06702F86045FBE661C61@HELIUM.generix.fr><2D3D2157189440469065F42BBF3F9B3B020A64DC@NYC1MS01.lic.corp.freshdirect.com>
	<F0D1BCCB4130234AAC06702F86045FBE661D2D@HELIUM.generix.fr>
Message-ID: <2D3D2157189440469065F42BBF3F9B3B020A654C@NYC1MS01.lic.corp.freshdirect.com>


> But... this leads me to ask a question that may be a really silly one:
do
> we need a properly configured /etc/ldap.conf file to get the LDAP Auth
to
> work in RT? I thought all the server and connection info put in the
> RT/Apache conf file would be enough.

For my installation I didn't touch the /etc/ldap.conf file at all.

- Scott



From kbensch at fullnet.co.uk  Fri Oct 19 14:44:15 2007
From: kbensch at fullnet.co.uk (Kobus Bensch NF)
Date: Fri, 19 Oct 2007 19:44:15 +0100
Subject: [rt-users] Change the logo
Message-ID: <4718FAFF.7040009@fullnet.co.uk>

Hi everyone

I am trying to change the logo and the link on the frontpage and the 
header but for some reason it ios not working.

My

RT::LogoLinkURL http://192.168.66.1
RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg
RT::LogoWidth 92
RT::LogoHeight 50
RT::MasonDataDir /var/cache/rt3/mason_data


settings all show to the correct settings by clearing my browser cache 
nothing seems to work.

Can anybody help please

Thanks kobus


From scubacuda at gmail.com  Fri Oct 19 15:27:51 2007
From: scubacuda at gmail.com (Rogelio)
Date: Fri, 19 Oct 2007 12:27:51 -0700
Subject: [rt-users] autogenerating tickets sent to support@mydomain.com
Message-ID: <2b7af7c40710191227p132e9b9cg34b7bea2d03055c7@mail.gmail.com>

I recently installed RT on CentOS 4.x and am now looking to configure
it to autogenerate (and respond to!) a ticket when it receives an
email sent to support at mydomain.com.

I looked for this in the menu and in the documentation, but didn't see
where exactly to do it.

Could someone here please point me in the right direction?


From barnesaw at ucrwcu.rwc.uc.edu  Fri Oct 19 15:34:14 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 19 Oct 2007 15:34:14 -0400
Subject: [rt-users] Change the logo
In-Reply-To: <4718FAFF.7040009@fullnet.co.uk>
References: <4718FAFF.7040009@fullnet.co.uk>
Message-ID: <471906B6.5040503@ucrwcu.rwc.uc.edu>

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

Kobus Bensch NF wrote:
> Hi everyone
>
> I am trying to change the logo and the link on the frontpage and the
> header but for some reason it ios not working.
>
> My
>
> RT::LogoLinkURL http://192.168.66.1
> RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg
> RT::LogoWidth 92
> RT::LogoHeight 50
> RT::MasonDataDir /var/cache/rt3/mason_data
>
>
> settings all show to the correct settings by clearing my browser cache
> nothing seems to work.
>
> Can anybody help please
>
> Thanks kobus
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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  Fri Oct 19 15:34:51 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 19 Oct 2007 15:34:51 -0400
Subject: [rt-users] autogenerating tickets sent to support@mydomain.com
In-Reply-To: <2b7af7c40710191227p132e9b9cg34b7bea2d03055c7@mail.gmail.com>
References: <2b7af7c40710191227p132e9b9cg34b7bea2d03055c7@mail.gmail.com>
Message-ID: <471906DB.4030008@ucrwcu.rwc.uc.edu>

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

Rogelio wrote:
> I recently installed RT on CentOS 4.x and am now looking to configure
> it to autogenerate (and respond to!) a ticket when it receives an
> email sent to support at mydomain.com.
>
> I looked for this in the menu and in the documentation, but didn't see
> where exactly to do it.
>
> Could someone here please point me in the right direction?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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  Fri Oct 19 15:40:10 2007
From: rlong at bluegecko.net (Robert Long)
Date: Fri, 19 Oct 2007 12:40:10 -0700
Subject: [rt-users] Change the logo
In-Reply-To: <471906B6.5040503@ucrwcu.rwc.uc.edu>
References: <4718FAFF.7040009@fullnet.co.uk>
	<471906B6.5040503@ucrwcu.rwc.uc.edu>
Message-ID: <4719081A.6040200@bluegecko.net>

Drew Barnes wrote:
> http://wiki.bestpractical.com/view/ChangeLogo
>
>   
I think the relevant line for Kobus Bensch is:

"Restart your webserver and enjoy a highly configurable logo."

.r'



From jmccoy at ggu.edu  Fri Oct 19 16:43:46 2007
From: jmccoy at ggu.edu (John McCoy)
Date: Fri, 19 Oct 2007 13:43:46 -0700
Subject: [rt-users] CurrentUser becomes user number in saved searches
Message-ID: <47191702.9010200@ggu.edu>

When I create this search for my self it works fine:
  (  AdminCc.EmailAddress LIKE 'jmccoy' OR Cc.EmailAddress LIKE 'jmccoy' 
) AND  (  Status = 'new' OR Status = 'open' )

When I create it as a global search for all users like:
  (  AdminCc.EmailAddress LIKE '__CurrentUser__' OR Cc.EmailAddress LIKE 
'__CurrentUser__' ) AND  (  Status = 'new' OR Status = 'open' )

It becomes:
  (  AdminCc.EmailAddress LIKE '578' OR Cc.EmailAddress LIKE '578' ) 
AND  (  Status = 'new' OR Status = 'open' )

Which of course does not work. Clearly I am doing some thing wrong...am 
I....
True for both 3.6.3.and 3.6.5 with MySQL back end.

Thanks.




From drobert at generix.fr  Fri Oct 19 17:23:52 2007
From: drobert at generix.fr (David ROBERT)
Date: Fri, 19 Oct 2007 23:23:52 +0200
Subject: [rt-users] RT 3.6.5 Setup / LDAP
In-Reply-To: <2D3D2157189440469065F42BBF3F9B3B020A654C@NYC1MS01.lic.corp.freshdirect.com>
References: <F0D1BCCB4130234AAC06702F86045FBE63C2BD@HELIUM.generix.fr><2D3D2157189440469065F42BBF3F9B3B020A64C3@NYC1MS01.lic.corp.freshdirect.com><F0D1BCCB4130234AAC06702F86045FBE661C61@HELIUM.generix.fr><2D3D2157189440469065F42BBF3F9B3B020A64DC@NYC1MS01.lic.corp.freshdirect.com>
	<F0D1BCCB4130234AAC06702F86045FBE661D2D@HELIUM.generix.fr>
	<2D3D2157189440469065F42BBF3F9B3B020A654C@NYC1MS01.lic.corp.freshdirect.com>
Message-ID: <F0D1BCCB4130234AAC06702F86045FBE661D37@HELIUM.generix.fr>

Some more info about my LDAP troubles:

- I went through the RHEL4 + FastCGI Install guide. It works fine for
RHEL6 + RT 3.6.5 (some minor glitches but got it working properly in the
end).
- Once I checked that I could log into RT using accounts defined in RT I
proceeded with LDAP Auth using :
  . LDAP Overlay (http://wiki.bestpractical.com/view/LdapOverlay)
  . used the updated User_Local.pm
(http://www.justatheory.com/computers/programming/perl/rt/User_Local.pm.
ldap)
  . chmode 755 the User_Local.pm and activated DEBUG (use constant DEBUG
=> 1)
  . activated debug in my RT_SiteConfig.pm
  . chmod 777 the /opt/rt3/var/log directory

When I try to log into RT using an ActiveDirectory account, I only get a
LOGIN FAILED messages from the autohandler, nothing else.
I checked all the LDAP info used with ldapsearch and I can properly
connected and browse LDAP. Note that I have to use the -x option for
LDAPSEARCH as other connection methods fail.

Any ideas?

Some info about my config:

tail of /etc/httpd/conf/httpd.conf
***************************************
<VirtualHost *:80>
  ServerAdmin root
  ServerName itsupport.generix.fr
  DocumentRoot /opt/rt3/share/html/
  AddDefaultCharset UTF-8
  # Adding the following for RT (the ticket tracker)
  AddHandler fastcgi-script .fcgi
  <Directory "/opt/rt3/share/html">
    Options FollowSymLinks ExecCGI
    AllowOverride None
  </Directory>
  # Pass through requests to for noauth
  Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images
  ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
  LogLevel debug
</VirtualHost>
***************************************

RT_SiteConfig.pm
***************************************
# To check your SiteConfig file, use this comamnd:
#   perl -c /path/to/your/etc/RT_SiteConfig.pm

Set($rtname, 'generix.fr');
Set($WebBaseURL, "http://itsupport.generix.fr:80");
Set($WebPath, "");

Set($LogToFile, 'debug');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed , "rt.log");

Set($LDAPExternalAuth, 1);
Set($LdapExternalInfo, 1);
Set($LdapAutoCreateNonLdapUsers, 0);
Set($AutoCreate, {Privileged => 1});

# Map RT attributes to LDAP attributes
# The mapping below is known to work in Windows 2003 w/Active Directory
Set( $LdapAttrMap, {
  'Name' => 'sAMAccountName',
  'EmailAddress' => 'mail',
  'Organization' => 'physicalDeliveryOfficeName',
  'RealName' => 'cn',
  'ExternalContactInfoId' => 'dn',
  'ExternalAuthId' => 'sAMAccountName',
  'Gecos' => 'sAMAccountName',
  'HomePhone' => 'homePhone',
  'WorkPhone' => 'telephoneNumber',
  'MobilePhone' => 'mobile',
  'PagerPhone' => 'pager',
  'Address1' => 'streetAddress',
  'Address2' => 'postOfficeBox',
  'City' => 'l',
  'State' => 'st',
  'Zip' => 'postalCode',
  'Country' => 'co',
  'FreeformContactInfo' => 'info',
});

# A list of RT attrs which can uniquely identify a user,
# ordered from most to least preferred.
Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name',
                           'EmailAddress', 'RealName',
                           'WorkPhone', 'Address2']
);

# A list of LDAP attrs to examine when canonicalizing email addresses,
# ordered from most to least preferred
Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress',
                              'mailAlternateAddress']
);


Set($LdapServer, 'hydrogene.generix.fr');
Set($LdapUser, 'CN=TheLdapUser,OU=TheMainUsersOU,DC=generix,DC=fr');
Set($LdapPass, 'ThePassForLdapUser');
Set($LdapBase, 'OU=TheMainUsersOU,DC=generix,DC=fr');
Set(LdapUidAttr, 'sAMAccountName');
Set($LdapFilter, '(objectclass=*)');
Set($LdapTLS, 0);
#$LdapGroup ="cn=RT,ou=Group,dc=example,dc=com";
#$LdapGroupAttribute = 'uniqueMember';
#$LdapSSLVersion = 3;
1;
***************************************

/var/log/httpd/error_log after HTTPD restart and failed login
***************************************
[Fri Oct 19 23:07:01 2007] [notice] suEXEC mechanism enabled (wrapper:
/usr/sbin/suexec)
[Fri Oct 19 23:07:01 2007] [warn] module fastcgi_module is already
loaded, skipping
[Fri Oct 19 23:07:01 2007] [notice] Digest: generating secret for digest
authentication ...
[Fri Oct 19 23:07:01 2007] [notice] Digest: done
[Fri Oct 19 23:07:01 2007] [notice] FastCGI: process manager initialized
(pid 3212)
[Fri Oct 19 23:07:01 2007] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" started (pid 3213)
[Fri Oct 19 23:07:02 2007] [notice] mod_python: Creating 4 session
mutexes based on 256 max processes and 0 max threads.
[Fri Oct 19 23:07:02 2007] [notice] Apache/2.2.3 (Red Hat) configured --
resuming normal operations
[Fri Oct 19 23:07:02 2007] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" started (pid 3223)
[Fri Oct 19 23:07:03 2007] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" started (pid 3227)
[Fri Oct 19 23:07:04 2007] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" started (pid 3228)
[Fri Oct 19 23:07:06 2007] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" started (pid 3231)
[Fri Oct 19 23:07:07 2007] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" started (pid 3234)
[Fri Oct 19 23:07:08 2007] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" started (pid 3235)
[Fri Oct 19 23:07:09 2007] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" started (pid 3239)
[Fri Oct 19 23:07:42 2007] [error] [client XXX.XXX.XXX.XXX] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Oct 19 21:07:42
2007] [error]: FAILED LOGIN for infointerne from XXX.XXX.XXX.XXX
(/opt/rt3/share/html/autohandler:251), referer:
http://itsupport.generix.fr/
***************************************
Notice how the 2 error lines are merged in one... dunno why
>From the look of it, the LDAP User_Local.pm file is not used. dunno why

/opt/rt3/var/log/rt.log after failed login
***************************************
[Fri Oct 19 21:07:42 2007] [error]: FAILED LOGIN for infointerne from
XXX.XXX.XXX.XXX (/opt/rt3/share/html/autohandler:251)
***************************************

RT System Config (warning... very long)
***************************************
Perl v5.8.8 under linux
  Apache::Session v1.84;
  Apache::Session::Generate::MD5 v2.1;
  Apache::Session::Lock::MySQL v1.00;
  Apache::Session::MySQL v1.01;
  Apache::Session::Serialize::Storable v1.01;
  Apache::Session::Store::DBI v1.02;
  Apache::Session::Store::MySQL v1.04;
  AutoLoader v5.60;
  base v2.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.27;
  capitalization v0.03;
  Carp v1.04;
  CGI v3.29;
  CGI::Cookie v1.28;
  CGI::Fast v1.07;
  CGI::Util v1.5;
  Class::Container v0.12;
  Class::Data::Inheritable v0.06;
  Class::ReturnValue v0.55;
  Clone v0.28;
  constant v1.05;
  Convert::ASN1 v0.21;
  Cwd v3.25;
  Data::Dumper v2.121_08;
  Date::Format v2.22;
  Date::Parse v2.27;
  DBD::mysql v3.0007;
  DBI v1.59;
  DBIx::SearchBuilder v1.49;
  DBIx::SearchBuilder::Union v0;
  DBIx::SearchBuilder::Unique v0.01;
  Devel::StackTrace v1.15;
  Devel::StackTraceFrame v0.6;
  Devel::Symdump v2.08;
  Digest::base v1.00;
  Digest::MD5 v2.36;
  DynaLoader v1.05;
  Encode v2.12;
  Encode::Alias v2.04;
  Encode::Config v2.01;
  Encode::Encoding v2.02;
  Errno v1.1;
  Exception::Class v1.23;
  Exception::Class::Base v1.2;
  Exporter v5.58;
  Exporter::Heavy v5.58;
  FCGI v0.67;
  Fcntl v1.05;
  File::Basename v2.74;
  File::Glob v1.05;
  File::Path v1.08;
  File::Spec v3.25;
  File::Spec::Unix v1.5;
  File::Temp v0.18;
  FileHandle v2.01;
  HTML::Element v3.23;
  HTML::Entities v1.35;
  HTML::Formatter v2.04;
  HTML::FormatText v2.04;
  HTML::Mason v1.37;
  HTML::Mason::CGIHandler v1.00;
  HTML::Mason::Exception v1.1;
  HTML::Mason::Exception::Abort v1.1;
  HTML::Mason::Exception::Compilation v1.1;
  HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
  HTML::Mason::Exception::Compiler v1.1;
  HTML::Mason::Exception::Decline v1.1;
  HTML::Mason::Exception::Params v1.1;
  HTML::Mason::Exception::Syntax v1.1;
  HTML::Mason::Exception::System v1.1;
  HTML::Mason::Exception::TopLevelNotFound v1.1;
  HTML::Mason::Exception::VirtualMethod v1.1;
  HTML::Mason::Exceptions v1.43;
  HTML::Parser v3.55;
  HTML::Scrubber v0.08;
  HTML::Tagset v3.10;
  HTML::TreeBuilder v3.23;
  HTTP::Date v1.47;
  I18N::LangTags v0.35;
  integer v1.00;
  IO v1.22;
  IO::File v1.13;
  IO::Handle v1.25;
  IO::InnerFile v2.110;
  IO::Lines v2.110;
  IO::ScalarArray v2.110;
  IO::Seekable v1.1;
  IO::Select v1.17;
  IO::Socket v1.29;
  IO::Socket::INET v1.29;
  IO::Socket::UNIX v1.22;
  IO::WrapTie v2.110;
  IPC::Open2 v1.02;
  IPC::Open3 v1.02;
  lib v0.5565;
  List::Util v1.19;
  Locale::Maketext v1.10;
  Locale::Maketext::Fuzzy v0.10;
  Locale::Maketext::Lexicon v0.64;
  Locale::Maketext::Lexicon::Gettext v0.15;
  Log::Dispatch v2.18;
  Log::Dispatch::Base v1.09;
  Log::Dispatch::File v1.22;
  Log::Dispatch::Output v1.26;
  Log::Dispatch::Screen v1.17;
  Log::Dispatch::Syslog v1.18;
  Mail::Address v1.77;
  Mail::Field v1.77;
  Mail::Field::AddrList v1.77;
  Mail::Field::Date v1.77;
  Mail::Header v1.77;
  Mail::Internet v1.77;
  MIME::Base64 v3.07;
  MIME::Body v5.423;
  MIME::Decoder v5.423;
  MIME::Entity v5.423;
  MIME::Field::ContDisp v5.423;
  MIME::Field::ConTraEnc v5.423;
  MIME::Field::ContType v5.423;
  MIME::Field::ParamVal v5.423;
  MIME::Head v5.423;
  MIME::Parser v5.423;
  MIME::QuotedPrint v3.07;
  MIME::Tools v5.423;
  MIME::Words v5.423;
  Module::Versions::Report v1.03;
  Net::LDAP v0.34;
  Net::LDAP::ASN v0.04;
  Net::LDAP::Constant v0.04;
  Net::LDAP::Filter v0.15;
  Net::LDAP::Message v1.09;
  Net::LDAP::Util v0.11;
  overload v1.04;
  Params::Validate v0.88;
  POSIX v1.09;
  re v0.05;
  Regexp::Common v2.120;
  Regexp::Common::delimited v2.104;
  RT v3.6.5;
  RT::Interface::Email v2;
  Scalar::Util v1.19;
  SelectSaver v1.01;
  Socket v1.78;
  Storable v2.16;
  strict v1.03;
  Symbol v1.06;
  Sys::Syslog v0.13;
  Text::Template v1.44;
  Text::Wrapper v1.01;
  Tie::Hash v1.02;
  Time::HiRes v1.9708;
  Time::JulianDay v2003.1125;
  Time::Local v1.11;
  Time::ParseDate v2006.0814;
  Time::Timezone v2006.0814;
  Time::Zone v2.22;
  UNIVERSAL v1.01;
  UNIVERSAL::require v0.11;
  URI v1.35;
  URI::Escape v3.28;
  utf8 v1.06;
  vars v1.01;
  warnings v1.05;
  warnings::register v1.01;
  XSLoader v0.06;


Variables de RT
RT::AmbiguousDayInPast 1  
RT::BasePath /opt/rt3  
RT::BinPath /opt/rt3/bin  
RT::CORE_CONFIG_FILE /opt/rt3/etc/RT_Config.pm  
RT::CommentAddress RT_CommentAddressNotSet  
RT::CorrespondAddress RT_CorrespondAddressNotSet  
RT::DatabaseHost localhost  
RT::DatabaseName rt3  
RT::DatabasePassword Password not printed  
RT::DatabaseRTHost localhost  
RT::DatabaseType mysql  
RT::DatabaseUser rt_user  
RT::DateDayBeforeMonth 1  
RT::DefaultSearchResultFormat '<B><A
HREF="/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A
HREF="/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject'
, Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
'<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
'<small>__ToldRelative__</small>',
'<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</small>'

RT::DefaultSummaryRows 10  
RT::EmailOutputEncoding utf-8  
RT::EtcPath /opt/rt3/etc  
RT::FriendlyFromLineFormat "%s via RT" <%s>  
RT::FriendlyToLineFormat "%s of generix.fr Ticket #%s":;  
RT::LDAPExternalAuth 1  
RT::LdapBase OU=TheMainUsersOU,DC=generix,DC=fr  
RT::LdapExternalInfo 1  
RT::LdapFilter (objectclass=*)  
RT::LdapPass ThePassForLdapUser  
RT::LdapServer hydrogene.generix.fr  
RT::LdapUser CN=TheLdapUser,OU=TheMainUsersOU,DC=generix,DC=fr  
RT::LocalEtcPath /opt/rt3/local/etc  
RT::LocalLexiconPath /opt/rt3/local/po  
RT::LocalPath /opt/rt3/local  
RT::LogDir /opt/rt3/var/log  
RT::LogToFile debug  
RT::LogToFileNamed rt.log  
RT::LogToScreen error  
RT::LogToSyslog debug  
RT::LogoURL /NoAuth/images/bplogo.gif  
RT::LoopsToRTOwner 1  
RT::MailCommand sendmailpipe  
RT::MasonComponentRoot /opt/rt3/share/html  
RT::MasonDataDir /opt/rt3/var/mason_data  
RT::MasonLocalComponentRoot /opt/rt3/local/html  
RT::MasonSessionDir /opt/rt3/var/session_data  
RT::MaxAttachmentSize 10000000  
RT::MaxInlineBody 13456  
RT::MessageBoxWidth 72  
RT::MessageBoxWrap HARD  
RT::MinimumPasswordLength 5  
RT::OldestTransactionsFirst 1  
RT::Organization example.com  
RT::OwnerEmail root  
RT::RTAddressRegexp ^rt\@example.com$  
RT::RecordOutgoingEmail 1  
RT::RedistributeAutoGeneratedMessages privileged  
RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm  
RT::SendmailArguments -oi -t  
RT::SendmailBounceArguments -f "<>"  
RT::SendmailPath /usr/sbin/sendmail  
RT::ShowTransactionImages 1  
RT::StrictLinkACL 1  
RT::Timezone US/Eastern  
RT::UseFriendlyFromLine 1  
RT::VERSION 3.6.5  
RT::VarPath /opt/rt3/var  
RT::WebBaseURL http://itsupport.generix.fr:80  
RT::WebDefaultStylesheet 3.5-default  
RT::WebFlushDbCacheEveryRequest 1  
RT::WebImagesURL /NoAuth/images/  
RT::WebPort 80  
RT::WebURL http://itsupport.generix.fr:80/  
RT::rtname generix.fr  

Configuration de Perl
Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
  Platform:
    osname=linux, osvers=2.6.9-34.elsmp,
archname=i386-linux-thread-multi
    uname='linux hs20-bc2-2.build.redhat.com 2.6.9-34.elsmp #1 smp fri
feb 24 16:56:28 est 2006 i686 i686 i386 gnulinux '
    config_args='-des -Doptimize=-O2 -g -pipe -Wall
-Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector
--param=ssp-buffer-size=4 -m32 -march=i386 -mtune=generic
-fasynchronous-unwind-tables -Dversion=5.8.8 -Dmyhostname=localhost
-Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc.
-Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux
-Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads
-Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db
-Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio
-Dinstallusrbinperl=n -Ubincompat5005 -Uversiononly
-Dpager=/usr/bin/less -isr -Dd_gethostent_r_proto -Ud_endhostent_r_proto
-Ud_sethostent_r_proto -Ud_endprotoent_r_proto -Ud_setprotoent_r_proto
-Ud_endservent_r_proto -Ud_setservent_r_proto -Dinc_version_list=5.8.7
5.8.6 5.8.5 -Dscriptdir=/usr/bin'
    hint=recommended, useposix=true, d_sigaction=define
    usethreads=define use5005threads=undef useithreads=define
usemultiplicity=define
    useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
    use64bitint=undef use64bitall=undef uselongdouble=undef
    usemymalloc=n, bincompat5005=undef
  Compiler:
    cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing
-pipe -Wdeclaration-after-statement -I/usr/local/include
-D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm',
    optimize='-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions
-fstack-protector --param=ssp-buffer-size=4 -m32 -march=i386
-mtune=generic -fasynchronous-unwind-tables',
    cppflags='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe
-Wdeclaration-after-statement -I/usr/local/include -I/usr/include/gdbm'
    ccversion='', gccversion='4.1.1 20060928 (Red Hat 4.1.1-28)',
gccosandvers=''
    intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
    ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t',
lseeksize=8
    alignbytes=4, prototype=define
  Linker and Libraries:
    ld='gcc', ldflags =' -L/usr/local/lib'
    libpth=/usr/local/lib /lib /usr/lib
    libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread
-lc
    perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc
    libc=/lib/libc-2.5.so, so=so, useshrplib=true, libperl=libperl.so
    gnulibc_version='2.5'
  Dynamic Linking:
    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E
-Wl,-rpath,/usr/lib/perl5/5.8.8/i386-linux-thread-multi/CORE'
    cccdlflags='-fPIC', lddlflags='-shared -O2 -g -pipe -Wall
-Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector
--param=ssp-buffer-size=4 -m32 -march=i386 -mtune=generic
-fasynchronous-unwind-tables -L/usr/local/lib'
***************************************


From mike.gracy at mypointscorp.com  Fri Oct 19 18:56:57 2007
From: mike.gracy at mypointscorp.com (Mike Gracy)
Date: Fri, 19 Oct 2007 15:56:57 -0700
Subject: [rt-users] Why does the content of a ticket sometimes end up being
	created as an attachement?
Message-ID: <47193639.1060701@mypointscorp.com>

Sometimes autogenerated tickets get created with the content as an 
attachment when no attachment was sent with the email.
In the body of the ticket it will state there appears to be no content.

-- 
Mike Gracy
www.MyPoints.com
Unix/Network Sysadmin

525 Market St.
34th Floor
San Francisco, Ca 94105

Desk-415.829.6174
Fax-415-829-6174



From mike.gracy at mypointscorp.com  Fri Oct 19 20:47:44 2007
From: mike.gracy at mypointscorp.com (Mike Gracy)
Date: Fri, 19 Oct 2007 17:47:44 -0700
Subject: [rt-users] Why does the content of a ticket sometimes end up
	being	created as an attachement?
In-Reply-To: <47193639.1060701@mypointscorp.com>
References: <47193639.1060701@mypointscorp.com>
Message-ID: <47195030.9080704@mypointscorp.com>

Mike Gracy wrote:
> Sometimes autogenerated tickets get created with the content as an 
> attachment when no attachment was sent with the email.
> In the body of the ticket it will state there appears to be no content.
>
Sorry, amending this:
The email that the user gets back states that there appears to be no 
content, but the content is there when viewed in the web interface.

-- 
Mike Gracy
www.MyPoints.com
Unix/Network Sysadmin

525 Market St.
34th Floor
San Francisco, Ca 94105

Desk-415.829.6174
Fax-415-829-6174



From edward.kovarski at groupkae.com  Fri Oct 19 17:39:02 2007
From: edward.kovarski at groupkae.com (Edward Kovarski)
Date: Fri, 19 Oct 2007 17:39:02 -0400
Subject: [rt-users] RT 3.6.5 Setup / LDAP
In-Reply-To: <F0D1BCCB4130234AAC06702F86045FBE661D37@HELIUM.generix.fr>
References: <F0D1BCCB4130234AAC06702F86045FBE63C2BD@HELIUM.generix.fr><2D3D2157189440469065F42BBF3F9B3B020A64C3@NYC1MS01.lic.corp.freshdirect.com><F0D1BCCB4130234AAC06702F86045FBE661C61@HELIUM.generix.fr><2D3D2157189440469065F42BBF3F9B3B020A64DC@NYC1MS01.lic.corp.freshdirect.com>
	<F0D1BCCB4130234AAC06702F86045FBE661D2D@HELIUM.generix.fr>
	<2D3D2157189440469065F42BBF3F9B3B020A654C@NYC1MS01.lic.corp.freshdirect.com>
	<F0D1BCCB4130234AAC06702F86045FBE661D37@HELIUM.generix.fr>
Message-ID: <713963DF-6DDE-4A9F-9BAC-4163F8AF2367@groupkae.com>


David,

Have you looked inside the security event log on the active directory  
server to see what Windows sees coming in from your Unix box?

Also, have you tried to use the new Windows domain notation,  
"myuser at mydomain"? For example, if you log into the "AD" domain, your  
login would be "myuser at ad". I tend to favour his notation in  
configuration files as it is simpler to type and less error prone.

Lastly, are there any spaces in your username or any of the OUs?

Ed


On 19-Oct-07, at 5:23 PM, David ROBERT wrote:

> Some more info about my LDAP troubles:
>
> - I went through the RHEL4 + FastCGI Install guide. It works fine for
> RHEL6 + RT 3.6.5 (some minor glitches but got it working properly  
> in the
> end).
> - Once I checked that I could log into RT using accounts defined in  
> RT I
> proceeded with LDAP Auth using :
>   . LDAP Overlay (http://wiki.bestpractical.com/view/LdapOverlay)
>   . used the updated User_Local.pm
> (http://www.justatheory.com/computers/programming/perl/rt/ 
> User_Local.pm.
> ldap)
>   . chmode 755 the User_Local.pm and activated DEBUG (use constant  
> DEBUG
> => 1)
>   . activated debug in my RT_SiteConfig.pm
>   . chmod 777 the /opt/rt3/var/log directory
>
> When I try to log into RT using an ActiveDirectory account, I only  
> get a
> LOGIN FAILED messages from the autohandler, nothing else.
> I checked all the LDAP info used with ldapsearch and I can properly
> connected and browse LDAP. Note that I have to use the -x option for
> LDAPSEARCH as other connection methods fail.
>
> Any ideas?
>
> Some info about my config:
>
> tail of /etc/httpd/conf/httpd.conf
> ***************************************
> <VirtualHost *:80>
>   ServerAdmin root
>   ServerName itsupport.generix.fr
>   DocumentRoot /opt/rt3/share/html/
>   AddDefaultCharset UTF-8
>   # Adding the following for RT (the ticket tracker)
>   AddHandler fastcgi-script .fcgi
>   <Directory "/opt/rt3/share/html">
>     Options FollowSymLinks ExecCGI
>     AllowOverride None
>   </Directory>
>   # Pass through requests to for noauth
>   Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images
>   ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>   LogLevel debug
> </VirtualHost>
> ***************************************
>
> RT_SiteConfig.pm
> ***************************************
> # To check your SiteConfig file, use this comamnd:
> #   perl -c /path/to/your/etc/RT_SiteConfig.pm
>
> Set($rtname, 'generix.fr');
> Set($WebBaseURL, "http://itsupport.generix.fr:80");
> Set($WebPath, "");
>
> Set($LogToFile, 'debug');
> Set($LogDir, '/opt/rt3/var/log');
> Set($LogToFileNamed , "rt.log");
>
> Set($LDAPExternalAuth, 1);
> Set($LdapExternalInfo, 1);
> Set($LdapAutoCreateNonLdapUsers, 0);
> Set($AutoCreate, {Privileged => 1});
>
> # Map RT attributes to LDAP attributes
> # The mapping below is known to work in Windows 2003 w/Active  
> Directory
> Set( $LdapAttrMap, {
>   'Name' => 'sAMAccountName',
>   'EmailAddress' => 'mail',
>   'Organization' => 'physicalDeliveryOfficeName',
>   'RealName' => 'cn',
>   'ExternalContactInfoId' => 'dn',
>   'ExternalAuthId' => 'sAMAccountName',
>   'Gecos' => 'sAMAccountName',
>   'HomePhone' => 'homePhone',
>   'WorkPhone' => 'telephoneNumber',
>   'MobilePhone' => 'mobile',
>   'PagerPhone' => 'pager',
>   'Address1' => 'streetAddress',
>   'Address2' => 'postOfficeBox',
>   'City' => 'l',
>   'State' => 'st',
>   'Zip' => 'postalCode',
>   'Country' => 'co',
>   'FreeformContactInfo' => 'info',
> });
>
> # A list of RT attrs which can uniquely identify a user,
> # ordered from most to least preferred.
> Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name',
>                            'EmailAddress', 'RealName',
>                            'WorkPhone', 'Address2']
> );
>
> # A list of LDAP attrs to examine when canonicalizing email addresses,
> # ordered from most to least preferred
> Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress',
>                               'mailAlternateAddress']
> );
>
>
> Set($LdapServer, 'hydrogene.generix.fr');
> Set($LdapUser, 'CN=TheLdapUser,OU=TheMainUsersOU,DC=generix,DC=fr');
> Set($LdapPass, 'ThePassForLdapUser');
> Set($LdapBase, 'OU=TheMainUsersOU,DC=generix,DC=fr');
> Set(LdapUidAttr, 'sAMAccountName');
> Set($LdapFilter, '(objectclass=*)');
> Set($LdapTLS, 0);
> #$LdapGroup ="cn=RT,ou=Group,dc=example,dc=com";
> #$LdapGroupAttribute = 'uniqueMember';
> #$LdapSSLVersion = 3;
> 1;
> ***************************************
>
> /var/log/httpd/error_log after HTTPD restart and failed login
> ***************************************
> [Fri Oct 19 23:07:01 2007] [notice] suEXEC mechanism enabled (wrapper:
> /usr/sbin/suexec)
> [Fri Oct 19 23:07:01 2007] [warn] module fastcgi_module is already
> loaded, skipping
> [Fri Oct 19 23:07:01 2007] [notice] Digest: generating secret for  
> digest
> authentication ...
> [Fri Oct 19 23:07:01 2007] [notice] Digest: done
> [Fri Oct 19 23:07:01 2007] [notice] FastCGI: process manager  
> initialized
> (pid 3212)
> [Fri Oct 19 23:07:01 2007] [warn] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" started (pid 3213)
> [Fri Oct 19 23:07:02 2007] [notice] mod_python: Creating 4 session
> mutexes based on 256 max processes and 0 max threads.
> [Fri Oct 19 23:07:02 2007] [notice] Apache/2.2.3 (Red Hat)  
> configured --
> resuming normal operations
> [Fri Oct 19 23:07:02 2007] [warn] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" started (pid 3223)
> [Fri Oct 19 23:07:03 2007] [warn] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" started (pid 3227)
> [Fri Oct 19 23:07:04 2007] [warn] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" started (pid 3228)
> [Fri Oct 19 23:07:06 2007] [warn] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" started (pid 3231)
> [Fri Oct 19 23:07:07 2007] [warn] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" started (pid 3234)
> [Fri Oct 19 23:07:08 2007] [warn] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" started (pid 3235)
> [Fri Oct 19 23:07:09 2007] [warn] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" started (pid 3239)
> [Fri Oct 19 23:07:42 2007] [error] [client XXX.XXX.XXX.XXX] FastCGI:
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Oct 19 21:07:42
> 2007] [error]: FAILED LOGIN for infointerne from XXX.XXX.XXX.XXX
> (/opt/rt3/share/html/autohandler:251), referer:
> http://itsupport.generix.fr/
> ***************************************
> Notice how the 2 error lines are merged in one... dunno why
>> From the look of it, the LDAP User_Local.pm file is not used.  
>> dunno why
>
> /opt/rt3/var/log/rt.log after failed login
> ***************************************
> [Fri Oct 19 21:07:42 2007] [error]: FAILED LOGIN for infointerne from
> XXX.XXX.XXX.XXX (/opt/rt3/share/html/autohandler:251)
> ***************************************
>
> RT System Config (warning... very long)
> ***************************************
> Perl v5.8.8 under linux
>   Apache::Session v1.84;
>   Apache::Session::Generate::MD5 v2.1;
>   Apache::Session::Lock::MySQL v1.00;
>   Apache::Session::MySQL v1.01;
>   Apache::Session::Serialize::Storable v1.01;
>   Apache::Session::Store::DBI v1.02;
>   Apache::Session::Store::MySQL v1.04;
>   AutoLoader v5.60;
>   base v2.07;
>   bytes v1.02;
>   Cache::Simple::TimedExpiry v0.27;
>   capitalization v0.03;
>   Carp v1.04;
>   CGI v3.29;
>   CGI::Cookie v1.28;
>   CGI::Fast v1.07;
>   CGI::Util v1.5;
>   Class::Container v0.12;
>   Class::Data::Inheritable v0.06;
>   Class::ReturnValue v0.55;
>   Clone v0.28;
>   constant v1.05;
>   Convert::ASN1 v0.21;
>   Cwd v3.25;
>   Data::Dumper v2.121_08;
>   Date::Format v2.22;
>   Date::Parse v2.27;
>   DBD::mysql v3.0007;
>   DBI v1.59;
>   DBIx::SearchBuilder v1.49;
>   DBIx::SearchBuilder::Union v0;
>   DBIx::SearchBuilder::Unique v0.01;
>   Devel::StackTrace v1.15;
>   Devel::StackTraceFrame v0.6;
>   Devel::Symdump v2.08;
>   Digest::base v1.00;
>   Digest::MD5 v2.36;
>   DynaLoader v1.05;
>   Encode v2.12;
>   Encode::Alias v2.04;
>   Encode::Config v2.01;
>   Encode::Encoding v2.02;
>   Errno v1.1;
>   Exception::Class v1.23;
>   Exception::Class::Base v1.2;
>   Exporter v5.58;
>   Exporter::Heavy v5.58;
>   FCGI v0.67;
>   Fcntl v1.05;
>   File::Basename v2.74;
>   File::Glob v1.05;
>   File::Path v1.08;
>   File::Spec v3.25;
>   File::Spec::Unix v1.5;
>   File::Temp v0.18;
>   FileHandle v2.01;
>   HTML::Element v3.23;
>   HTML::Entities v1.35;
>   HTML::Formatter v2.04;
>   HTML::FormatText v2.04;
>   HTML::Mason v1.37;
>   HTML::Mason::CGIHandler v1.00;
>   HTML::Mason::Exception v1.1;
>   HTML::Mason::Exception::Abort v1.1;
>   HTML::Mason::Exception::Compilation v1.1;
>   HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
>   HTML::Mason::Exception::Compiler v1.1;
>   HTML::Mason::Exception::Decline v1.1;
>   HTML::Mason::Exception::Params v1.1;
>   HTML::Mason::Exception::Syntax v1.1;
>   HTML::Mason::Exception::System v1.1;
>   HTML::Mason::Exception::TopLevelNotFound v1.1;
>   HTML::Mason::Exception::VirtualMethod v1.1;
>   HTML::Mason::Exceptions v1.43;
>   HTML::Parser v3.55;
>   HTML::Scrubber v0.08;
>   HTML::Tagset v3.10;
>   HTML::TreeBuilder v3.23;
>   HTTP::Date v1.47;
>   I18N::LangTags v0.35;
>   integer v1.00;
>   IO v1.22;
>   IO::File v1.13;
>   IO::Handle v1.25;
>   IO::InnerFile v2.110;
>   IO::Lines v2.110;
>   IO::ScalarArray v2.110;
>   IO::Seekable v1.1;
>   IO::Select v1.17;
>   IO::Socket v1.29;
>   IO::Socket::INET v1.29;
>   IO::Socket::UNIX v1.22;
>   IO::WrapTie v2.110;
>   IPC::Open2 v1.02;
>   IPC::Open3 v1.02;
>   lib v0.5565;
>   List::Util v1.19;
>   Locale::Maketext v1.10;
>   Locale::Maketext::Fuzzy v0.10;
>   Locale::Maketext::Lexicon v0.64;
>   Locale::Maketext::Lexicon::Gettext v0.15;
>   Log::Dispatch v2.18;
>   Log::Dispatch::Base v1.09;
>   Log::Dispatch::File v1.22;
>   Log::Dispatch::Output v1.26;
>   Log::Dispatch::Screen v1.17;
>   Log::Dispatch::Syslog v1.18;
>   Mail::Address v1.77;
>   Mail::Field v1.77;
>   Mail::Field::AddrList v1.77;
>   Mail::Field::Date v1.77;
>   Mail::Header v1.77;
>   Mail::Internet v1.77;
>   MIME::Base64 v3.07;
>   MIME::Body v5.423;
>   MIME::Decoder v5.423;
>   MIME::Entity v5.423;
>   MIME::Field::ContDisp v5.423;
>   MIME::Field::ConTraEnc v5.423;
>   MIME::Field::ContType v5.423;
>   MIME::Field::ParamVal v5.423;
>   MIME::Head v5.423;
>   MIME::Parser v5.423;
>   MIME::QuotedPrint v3.07;
>   MIME::Tools v5.423;
>   MIME::Words v5.423;
>   Module::Versions::Report v1.03;
>   Net::LDAP v0.34;
>   Net::LDAP::ASN v0.04;
>   Net::LDAP::Constant v0.04;
>   Net::LDAP::Filter v0.15;
>   Net::LDAP::Message v1.09;
>   Net::LDAP::Util v0.11;
>   overload v1.04;
>   Params::Validate v0.88;
>   POSIX v1.09;
>   re v0.05;
>   Regexp::Common v2.120;
>   Regexp::Common::delimited v2.104;
>   RT v3.6.5;
>   RT::Interface::Email v2;
>   Scalar::Util v1.19;
>   SelectSaver v1.01;
>   Socket v1.78;
>   Storable v2.16;
>   strict v1.03;
>   Symbol v1.06;
>   Sys::Syslog v0.13;
>   Text::Template v1.44;
>   Text::Wrapper v1.01;
>   Tie::Hash v1.02;
>   Time::HiRes v1.9708;
>   Time::JulianDay v2003.1125;
>   Time::Local v1.11;
>   Time::ParseDate v2006.0814;
>   Time::Timezone v2006.0814;
>   Time::Zone v2.22;
>   UNIVERSAL v1.01;
>   UNIVERSAL::require v0.11;
>   URI v1.35;
>   URI::Escape v3.28;
>   utf8 v1.06;
>   vars v1.01;
>   warnings v1.05;
>   warnings::register v1.01;
>   XSLoader v0.06;
>
>
> Variables de RT
> RT::AmbiguousDayInPast 1
> RT::BasePath /opt/rt3
> RT::BinPath /opt/rt3/bin
> RT::CORE_CONFIG_FILE /opt/rt3/etc/RT_Config.pm
> RT::CommentAddress RT_CommentAddressNotSet
> RT::CorrespondAddress RT_CorrespondAddressNotSet
> RT::DatabaseHost localhost
> RT::DatabaseName rt3
> RT::DatabasePassword Password not printed
> RT::DatabaseRTHost localhost
> RT::DatabaseType mysql
> RT::DatabaseUser rt_user
> RT::DateDayBeforeMonth 1
> RT::DefaultSearchResultFormat '<B><A
> HREF="/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A
> HREF="/Ticket/Display.html?id=__id__">__Subject__</a></B>/ 
> TITLE:Subject'
> , Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
> '<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
> '<small>__ToldRelative__</small>',
> '<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</ 
> small>'
>
> RT::DefaultSummaryRows 10
> RT::EmailOutputEncoding utf-8
> RT::EtcPath /opt/rt3/etc
> RT::FriendlyFromLineFormat "%s via RT" <%s>
> RT::FriendlyToLineFormat "%s of generix.fr Ticket #%s":;
> RT::LDAPExternalAuth 1
> RT::LdapBase OU=TheMainUsersOU,DC=generix,DC=fr
> RT::LdapExternalInfo 1
> RT::LdapFilter (objectclass=*)
> RT::LdapPass ThePassForLdapUser
> RT::LdapServer hydrogene.generix.fr
> RT::LdapUser CN=TheLdapUser,OU=TheMainUsersOU,DC=generix,DC=fr
> RT::LocalEtcPath /opt/rt3/local/etc
> RT::LocalLexiconPath /opt/rt3/local/po
> RT::LocalPath /opt/rt3/local
> RT::LogDir /opt/rt3/var/log
> RT::LogToFile debug
> RT::LogToFileNamed rt.log
> RT::LogToScreen error
> RT::LogToSyslog debug
> RT::LogoURL /NoAuth/images/bplogo.gif
> RT::LoopsToRTOwner 1
> RT::MailCommand sendmailpipe
> RT::MasonComponentRoot /opt/rt3/share/html
> RT::MasonDataDir /opt/rt3/var/mason_data
> RT::MasonLocalComponentRoot /opt/rt3/local/html
> RT::MasonSessionDir /opt/rt3/var/session_data
> RT::MaxAttachmentSize 10000000
> RT::MaxInlineBody 13456
> RT::MessageBoxWidth 72
> RT::MessageBoxWrap HARD
> RT::MinimumPasswordLength 5
> RT::OldestTransactionsFirst 1
> RT::Organization example.com
> RT::OwnerEmail root
> RT::RTAddressRegexp ^rt\@example.com$
> RT::RecordOutgoingEmail 1
> RT::RedistributeAutoGeneratedMessages privileged
> RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm
> RT::SendmailArguments -oi -t
> RT::SendmailBounceArguments -f "<>"
> RT::SendmailPath /usr/sbin/sendmail
> RT::ShowTransactionImages 1
> RT::StrictLinkACL 1
> RT::Timezone US/Eastern
> RT::UseFriendlyFromLine 1
> RT::VERSION 3.6.5
> RT::VarPath /opt/rt3/var
> RT::WebBaseURL http://itsupport.generix.fr:80
> RT::WebDefaultStylesheet 3.5-default
> RT::WebFlushDbCacheEveryRequest 1
> RT::WebImagesURL /NoAuth/images/
> RT::WebPort 80
> RT::WebURL http://itsupport.generix.fr:80/
> RT::rtname generix.fr
>
> Configuration de Perl
> Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
>   Platform:
>     osname=linux, osvers=2.6.9-34.elsmp,
> archname=i386-linux-thread-multi
>     uname='linux hs20-bc2-2.build.redhat.com 2.6.9-34.elsmp #1 smp fri
> feb 24 16:56:28 est 2006 i686 i686 i386 gnulinux '
>     config_args='-des -Doptimize=-O2 -g -pipe -Wall
> -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector
> --param=ssp-buffer-size=4 -m32 -march=i386 -mtune=generic
> -fasynchronous-unwind-tables -Dversion=5.8.8 -Dmyhostname=localhost
> -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc.
> -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux
> -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads
> -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db
> -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio
> -Dinstallusrbinperl=n -Ubincompat5005 -Uversiononly
> -Dpager=/usr/bin/less -isr -Dd_gethostent_r_proto - 
> Ud_endhostent_r_proto
> -Ud_sethostent_r_proto -Ud_endprotoent_r_proto -Ud_setprotoent_r_proto
> -Ud_endservent_r_proto -Ud_setservent_r_proto -Dinc_version_list=5.8.7
> 5.8.6 5.8.5 -Dscriptdir=/usr/bin'
>     hint=recommended, useposix=true, d_sigaction=define
>     usethreads=define use5005threads=undef useithreads=define
> usemultiplicity=define
>     useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
>     use64bitint=undef use64bitall=undef uselongdouble=undef
>     usemymalloc=n, bincompat5005=undef
>   Compiler:
>     cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -fno-strict- 
> aliasing
> -pipe -Wdeclaration-after-statement -I/usr/local/include
> -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm',
>     optimize='-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions
> -fstack-protector --param=ssp-buffer-size=4 -m32 -march=i386
> -mtune=generic -fasynchronous-unwind-tables',
>     cppflags='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe
> -Wdeclaration-after-statement -I/usr/local/include -I/usr/include/ 
> gdbm'
>     ccversion='', gccversion='4.1.1 20060928 (Red Hat 4.1.1-28)',
> gccosandvers=''
>     intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
>     d_longlong=define, longlongsize=8, d_longdbl=define,  
> longdblsize=12
>     ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t',
> lseeksize=8
>     alignbytes=4, prototype=define
>   Linker and Libraries:
>     ld='gcc', ldflags =' -L/usr/local/lib'
>     libpth=/usr/local/lib /lib /usr/lib
>     libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread
> -lc
>     perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc
>     libc=/lib/libc-2.5.so, so=so, useshrplib=true, libperl=libperl.so
>     gnulibc_version='2.5'
>   Dynamic Linking:
>     dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E
> -Wl,-rpath,/usr/lib/perl5/5.8.8/i386-linux-thread-multi/CORE'
>     cccdlflags='-fPIC', lddlflags='-shared -O2 -g -pipe -Wall
> -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector
> --param=ssp-buffer-size=4 -m32 -march=i386 -mtune=generic
> -fasynchronous-unwind-tables -L/usr/local/lib'
> ***************************************
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From drobert at generix.fr  Sat Oct 20 10:35:56 2007
From: drobert at generix.fr (David ROBERT)
Date: Sat, 20 Oct 2007 16:35:56 +0200
Subject: [rt-users] RT 3.6.5 Setup / LDAP
In-Reply-To: <713963DF-6DDE-4A9F-9BAC-4163F8AF2367@groupkae.com>
References: <F0D1BCCB4130234AAC06702F86045FBE63C2BD@HELIUM.generix.fr><2D3D2157189440469065F42BBF3F9B3B020A64C3@NYC1MS01.lic.corp.freshdirect.com><F0D1BCCB4130234AAC06702F86045FBE661C61@HELIUM.generix.fr><2D3D2157189440469065F42BBF3F9B3B020A64DC@NYC1MS01.lic.corp.freshdirect.com>
	<F0D1BCCB4130234AAC06702F86045FBE661D2D@HELIUM.generix.fr>
	<2D3D2157189440469065F42BBF3F9B3B020A654C@NYC1MS01.lic.corp.freshdirect.com>
	<F0D1BCCB4130234AAC06702F86045FBE661D37@HELIUM.generix.fr>
	<713963DF-6DDE-4A9F-9BAC-4163F8AF2367@groupkae.com>
Message-ID: <F0D1BCCB4130234AAC06702F86045FBE661D41@HELIUM.generix.fr>

Another thing I tried: I simply removed my /opt/rt3/lib/RT/User_Local.pm
file to see if it would change anything. Nada. RT behaves as if it has
no use of this file and did not even know it existed. Is there a place
where this file is supposed to be called/invoqued that I could check ?

Which file should I modify to have it write comments in log file to
follow the "path" taken when I press the Connection button on RL login
page ?

Yours,

David


From asraikhn at gmail.com  Sat Oct 20 12:59:05 2007
From: asraikhn at gmail.com (Asrai khn)
Date: Sat, 20 Oct 2007 21:59:05 +0500
Subject: [rt-users] Apache not starting after upgrade
In-Reply-To: <B91A344EF1E1C645B0319809F04BD7160192BF67@C201MSGC0206.grand-rapids.mi.us>
References: <5f0f8dba0710181307r56b88974te5c313b4cebbf55c@mail.gmail.com>
	<OFBC216434.74C7A2BD-ON86257378.006F406F-86257378.006F84F1@pgtv.com>
	<5f0f8dba0710190551p12ab5767q294623efe39b01b5@mail.gmail.com>
	<B91A344EF1E1C645B0319809F04BD7160192BD7A@C201MSGC0206.grand-rapids.mi.us>
	<5f0f8dba0710190615m586d1a06jab09d5a202c2a022@mail.gmail.com>
	<B91A344EF1E1C645B0319809F04BD7160192BF67@C201MSGC0206.grand-rapids.mi.us>
Message-ID: <5f0f8dba0710200959x776d1548y1d2dbf3dbf974407@mail.gmail.com>

On 10/19/07, Patterson, Craig <crpatter at ci.grand-rapids.mi.us> wrote:
>
>
> I'm running 3.6.4 with DBIx::SearchBilder v1.49.  I don't think that is
> your problem.  Sorry I don't have any more to add to that.
>
>
>
Craig,

Never mind actually we can live with rt binaries which are working fine on
this host no need for apache rt3.conf. This is our monitoring host which
uses rt binaries to integrate with "monitor" (network monitoring system) for
creating trouble tickets.

Sorry for causing trouble.

Thanks. Askar
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From MMoon at verimatrix.com  Sat Oct 20 14:04:50 2007
From: MMoon at verimatrix.com (Michael Moon)
Date: Sat, 20 Oct 2007 11:04:50 -0700
Subject: [rt-users] Error starting apache  - Invalid command PerlModule
Message-ID: <43429D03010BDB4BB5E91FEF49971B91036C2305@mainframe.verimatrix.com>

I am trying to get RT 3.6.5 configured. I have it installed. I am now
trying to get Apache and mod_perl configured. 

 

When I attempt to start apache I get the error Invalid command
PerlModule. Obviously I don't have httpd.conf configured correctly, but
in reading the instructions I don't understand what directory I am
supposed to use for the  Alias /perl/  directory.   

 

Make test  and make install ran without errors. If I comment out the
Perl commands, apache starts fine. 

 

The make install had output like this:

 

Installing
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/Apache.pm

Installing
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/mod_perl.pm

...

...

 

I have tried to use Alias /perl/
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/  But no luck. 

 

The environment is CentOS 5  Apache 1.30, mod_perl 1.3  

 

Can someone clue me in to what might be the problem? 

 

Thanks,

 

 

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From theillien at yahoo.com  Sat Oct 20 14:26:16 2007
From: theillien at yahoo.com (Mathew)
Date: Sat, 20 Oct 2007 14:26:16 -0400
Subject: [rt-users] Error starting apache  - Invalid command PerlModule
In-Reply-To: <43429D03010BDB4BB5E91FEF49971B91036C2305@mainframe.verimatrix.com>
References: <43429D03010BDB4BB5E91FEF49971B91036C2305@mainframe.verimatrix.com>
Message-ID: <471A4848.2050907@yahoo.com>

Do you have Apache configured to load mod_perl?

Keep up with my goings on at http://theillien.blogspot.com

Michael Moon wrote:
> I am trying to get RT 3.6.5 configured. I have it installed. I am now
> trying to get Apache and mod_perl configured.
> 
>  
> 
> When I attempt to start apache I get the error Invalid command
> PerlModule. Obviously I don?t have httpd.conf configured correctly, but
> in reading the instructions I don?t understand what directory I am
> supposed to use for the  Alias /perl/  directory.  
> 
>  
> 
> Make test  and make install ran without errors. If I comment out the
> Perl commands, apache starts fine.
> 
>  
> 
> The make install had output like this:
> 
>  
> 
> Installing /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/Apache.pm
> 
> Installing
> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/mod_perl.pm
> 
> ?
> 
> ?
> 
>  
> 
> I have tried to use Alias /perl/
> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/  But no luck.
> 
>  
> 
> The environment is CentOS 5  Apache 1.30, mod_perl 1.3 
> 
>  
> 
> Can someone clue me in to what might be the problem?
> 
>  
> 
> Thanks,
> 
>  
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From jmoseley at corp.xanadoo.com  Sat Oct 20 14:36:03 2007
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Sat, 20 Oct 2007 13:36:03 -0500
Subject: [rt-users] Error starting apache  - Invalid command PerlModule
In-Reply-To: <43429D03010BDB4BB5E91FEF49971B91036C2305@mainframe.verimatrix.com>
Message-ID: <OFF4C3AC4D.1D8FADF0-ON8625737A.0065F45C-8625737A.006646F8@pgtv.com>

The Apache Alias directive should be pointing the RT installation, not
where any perl module lives...

Please post the relevant portions of your apache config.


James Moseley




                                                                           
             "Michael Moon"                                                
             <MMoon at verimatrix                                             
             .com>                                                      To 
             Sent by:                  <rt-users at lists.bestpractical.com>  
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       [rt-users] Error starting apache  - 
                                       Invalid command PerlModule          
             10/20/2007 01:04                                              
             PM                                                            
                                                                           
                                                                           
                                                                           
                                                                           




I am trying to get RT 3.6.5 configured. I have it installed. I am now
trying to get Apache and mod_perl configured.

When I attempt to start apache I get the error Invalid command PerlModule.
Obviously I don?t have httpd.conf configured correctly, but in reading the
instructions I don?t understand what directory I am supposed to use for the
Alias /perl/  directory.

Make test  and make install ran without errors. If I comment out the Perl
commands, apache starts fine.

The make install had output like this:

Installing /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/Apache.pm
Installing /usr/lib/perl5/site_perl/5.8.8
/i386-linux-thread-multi/mod_perl.pm
?
?

I have tried to use Alias /perl/ /usr/lib/perl5/site_perl/5.8.8
/i386-linux-thread-multi/  But no luck.

The environment is CentOS 5  Apache 1.30, mod_perl 1.3

Can someone clue me in to what might be the problem?

Thanks,

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

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


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

From theillien at yahoo.com  Sun Oct 21 09:38:59 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sun, 21 Oct 2007 09:38:59 -0400
Subject: [rt-users] Prevent Resolved?
Message-ID: <471B5673.60900@yahoo.com>

I'd like to create a scrip that will prevent a ticket from being set as resolved
unless the user is a specific person and the current status is "review".

The user part is cake: just use the transaction creator as the criteria in the
Custom condition.  The status of "review" is a custom one that I've added to our
development server.  I'm just not sure how the criteria for that should look?

I'm thinking the Custom action preparation code would look like return 0 unless
$self->TicketObj->Status == 'review';.  Has anyone done anything like this who
can point me in the right direction?

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


From mnagel at willingminds.com  Sun Oct 21 21:10:25 2007
From: mnagel at willingminds.com (Mark D. Nagel)
Date: Sun, 21 Oct 2007 18:10:25 -0700
Subject: [rt-users] referencing user custom fields in TicketSQL?
Message-ID: <471BF881.9010009@willingminds.com>

Is there any way to reference a user's custom fields via TicketSQL?   
The reason for wanting this is for running ticket reports based on those 
fields, e.g., show tickets opened by all users with a particular custom 
field value, etc.  Seems like it should a simple thing to do, but I have 
looked in the list archives and wiki, and I have not found anything yet. 
If anyone has any pointers, I'd appreciate it.

Thank you,
Mark



From kbensch at fullnet.co.uk  Mon Oct 22 03:54:39 2007
From: kbensch at fullnet.co.uk (Kobus Bensch)
Date: Mon, 22 Oct 2007 08:54:39 +0100
Subject: [rt-users] Change the logo
In-Reply-To: <4719081A.6040200@bluegecko.net>
References: <4718FAFF.7040009@fullnet.co.uk>
	<471906B6.5040503@ucrwcu.rwc.uc.edu>
	<4719081A.6040200@bluegecko.net>
Message-ID: <471C573F.5040509@fullnet.co.uk>

Hi
 
Thanks for the replies and Robert was right. After a lot of pulling hair 
as a last resort i restarted my apache and it worked.

Thanks again

Kobus

Robert Long wrote:
> Drew Barnes wrote:
>   
>> http://wiki.bestpractical.com/view/ChangeLogo
>>
>>   
>>     
> I think the relevant line for Kobus Bensch is:
>
> "Restart your webserver and enjoy a highly configurable logo."
>
> .r'
>
>   
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From indian_cricket_videos at yahoo.com  Mon Oct 22 04:53:54 2007
From: indian_cricket_videos at yahoo.com (dsa sadf)
Date: Mon, 22 Oct 2007 01:53:54 -0700 (PDT)
Subject: [rt-users] RT tickets resolved and tickets unowned list problem
Message-ID: <335868.43313.qm@web31912.mail.mud.yahoo.com>

Hi everyone,

I am using RT 3.4.5, running on a CentOS box. I was trying to restrict some privileged users from seeing tickets on queues they weren't allowed to. I managed to do that but in the process caused the 'Top 10 Resolved tickets' and 'Top 10 Unowned tickets' lists to display inaccurate tickets. For example, the 'Top 10 Resolved tickets' list shows some unowned and new tickets and the 'Top 10 Unowned tickets' list shows some resolved tickets. 

I had added the following code to my 'MyRequests' file in order to restrict queue access for that user:

my $Queues = RT::Queues->new($session{'CurrentUser'});
$Queues->UnLimit();
my $myQueues = "";
while (my $queue = $Queues->Next) {
       next unless ($queue->CurrentUserHasRight('ShowTicket'));
       $myQueues .= " OR Queue = '" . $queue->Name . "'";
}
$myQueues =~ s/^ OR //g;


my $Query = "Owner = 'Nobody' AND $myQueues AND ( Status = 'new' OR Status = 'open')"; 

and for the 'MyResolved' file, the same code except for the last line which reads:

my $Query = "Owner = 'Nobody' AND $myQueues AND ( Status = 'resolved)"; 


Could anyone help me identify what the problem could be?


Regards,

Raj

 
 __________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 
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From drobert at generix.fr  Mon Oct 22 05:52:09 2007
From: drobert at generix.fr (David ROBERT)
Date: Mon, 22 Oct 2007 11:52:09 +0200
Subject: [rt-users] RT 3.6.5 Setup / LDAP
In-Reply-To: <F0D1BCCB4130234AAC06702F86045FBE661D41@HELIUM.generix.fr>
References: <F0D1BCCB4130234AAC06702F86045FBE63C2BD@HELIUM.generix.fr><2D3D2157189440469065F42BBF3F9B3B020A64C3@NYC1MS01.lic.corp.freshdirect.com><F0D1BCCB4130234AAC06702F86045FBE661C61@HELIUM.generix.fr><2D3D2157189440469065F42BBF3F9B3B020A64DC@NYC1MS01.lic.corp.freshdirect.com><F0D1BCCB4130234AAC06702F86045FBE661D2D@HELIUM.generix.fr><2D3D2157189440469065F42BBF3F9B3B020A654C@NYC1MS01.lic.corp.freshdirect.com><F0D1BCCB4130234AAC06702F86045FBE661D37@HELIUM.generix.fr><713963DF-6DDE-4A9F-9BAC-4163F8AF2367@groupkae.com>
	<F0D1BCCB4130234AAC06702F86045FBE661D41@HELIUM.generix.fr>
Message-ID: <F0D1BCCB4130234AAC06702F86045FBE661EA6@HELIUM.generix.fr>

Hello,

With the precious help of some members of the mailing list, first and
foremost Edward Kovarski, we managed to get our RT 3.6.5 to run properly
on our RHEL5 server along with LDAP authentication with a Windows 2003
ActiveDirectory.

I'll try to post here and/or on the wiki pages a kind of "RT3.6.5 & LDAP
for the Dummies" (as I consider myself a RT Dummy) to sum up all the
problems I faced and how those were sovled (most of the needed info is
there in the mailing list, on the internet, in the forums and in the
Wiki but some bits and direction where missing hence the troubles for a
newby).

I hope this way to contribute rather than be a simple "consumer".

If anybody is facing similar problems with a similar config, I'll gladly
try to give a hand as some of us kindly did for me.

yours,

David


From krishna.prasad at spartanlabs.com  Mon Oct 22 07:45:30 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Mon, 22 Oct 2007 17:15:30 +0530
Subject: [rt-users] permission denied message when replied to the
	autogenerated mail
Message-ID: <20071022114521.804554D8043@diesel.bestpractical.com>

Hi,

 

I have a query regarding permission denied:

 

I have created a ticket through email and RT creates a ticket. I got an
auto-generated mail from RT, to that mail I have replied/forwarded. But
after few minutes I got permission denied message from RT like "Message not
recorded: RE: [rt3.spartanlabs.local #91] AutoReply: vod issue #22-2". I
have given queue group's rights for requestor as reply to ticket; still I'm
getting the permission denied message. 

 

I also tried giving the group rights to everyone as ReplyToTicket, and then
it works. But I don't want giving permissions to everyone to ReplyToTicket.

 

What I want is if I give rights to requestor I should not get permission
denied message. Please let me know what I did wrong.

 

 

Thanks!!!

 

 

With Regards, 

Krishna Prasad 

 

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From crpatter at ci.grand-rapids.mi.us  Mon Oct 22 07:46:56 2007
From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig)
Date: Mon, 22 Oct 2007 07:46:56 -0400
Subject: [rt-users] Why does the content of a ticket sometimes end
	upbeing	created as an attachement?
In-Reply-To: <47195030.9080704@mypointscorp.com>
References: <47193639.1060701@mypointscorp.com>
	<47195030.9080704@mypointscorp.com>
Message-ID: <B91A344EF1E1C645B0319809F04BD71601958AED@C201MSGC0206.grand-rapids.mi.us>

Mike, 

I had that problem with version 3.4.2.  However, after upgrading to
3.6.4, the problem no longer is an issue.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mike
Gracy
Sent: Friday, October 19, 2007 8:48 PM
To: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] Why does the content of a ticket sometimes end
upbeing created as an attachement?

Mike Gracy wrote:
> Sometimes autogenerated tickets get created with the content as an 
> attachment when no attachment was sent with the email.
> In the body of the ticket it will state there appears to be no
content.
>
Sorry, amending this:
The email that the user gets back states that there appears to be no 
content, but the content is there when viewed in the web interface.

-- 
Mike Gracy
www.MyPoints.com
Unix/Network Sysadmin

525 Market St.
34th Floor
San Francisco, Ca 94105

Desk-415.829.6174
Fax-415-829-6174

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

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


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


From jesse at bestpractical.com  Mon Oct 22 09:22:34 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 22 Oct 2007 09:22:34 -0400
Subject: [rt-users] referencing user custom fields in TicketSQL?
In-Reply-To: <471BF881.9010009@willingminds.com>
References: <471BF881.9010009@willingminds.com>
Message-ID: <5C520772-298B-4E8C-A2FE-D9EEFA015374@bestpractical.com>


On Oct 21, 2007, at 9:10 PM, Mark D. Nagel wrote:

> Is there any way to reference a user's custom fields via  
> TicketSQL?   The reason for wanting this is for running ticket  
> reports based on those fields, e.g., show tickets opened by all  
> users with a particular custom field value, etc.  Seems like it  
> should a simple thing to do, but I have looked in the list archives  
> and wiki, and I have not found anything yet. If anyone has any  
> pointers, I'd appreciate it.
>

Not currently, no.

Best,
Jesse


> Thank you,
> Mark
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 bert at p3rf3ct.com  Mon Oct 22 09:46:18 2007
From: bert at p3rf3ct.com (Robert Logan)
Date: Mon, 22 Oct 2007 14:46:18 +0100
Subject: [rt-users] RT 3.6.5 Setup / LDAP
In-Reply-To: <F0D1BCCB4130234AAC06702F86045FBE661EA6@HELIUM.generix.fr>
References: <F0D1BCCB4130234AAC06702F86045FBE63C2BD@HELIUM.generix.fr><2D3D2157189440469065F42BBF3F9B3B020A64C3@NYC1MS01.lic.corp.freshdirect.com><F0D1BCCB4130234AAC06702F86045FBE661C61@HELIUM.generix.fr><2D3D2157189440469065F42BBF3F9B3B020A64DC@NYC1MS01.lic.corp.freshdirect.com><F0D1BCCB4130234AAC06702F86045FBE661D2D@HELIUM.generix.fr><2D3D2157189440469065F42BBF3F9B3B020A654C@NYC1MS01.lic.corp.freshdirect.com><F0D1BCCB4130234AAC06702F86045FBE661D37@HELIUM.generix.fr><713963DF-6DDE-4A9F-9BAC-4163F8AF2367@groupkae.com>	<F0D1BCCB4130234AAC06702F86045FBE661D41@HELIUM.generix.fr>
	<F0D1BCCB4130234AAC06702F86045FBE661EA6@HELIUM.generix.fr>
Message-ID: <471CA9AA.9050605@p3rf3ct.com>

I look forward to hearing of this Robert. Its one of those things Ive
been putting off for too long.

David ROBERT wrote:
> Hello,
> 
> With the precious help of some members of the mailing list, first and
> foremost Edward Kovarski, we managed to get our RT 3.6.5 to run properly
> on our RHEL5 server along with LDAP authentication with a Windows 2003
> ActiveDirectory.
> 
> I'll try to post here and/or on the wiki pages a kind of "RT3.6.5 & LDAP
> for the Dummies" (as I consider myself a RT Dummy) to sum up all the
> problems I faced and how those were sovled (most of the needed info is
> there in the mailing list, on the internet, in the forums and in the
> Wiki but some bits and direction where missing hence the troubles for a
> newby).
> 
> I hope this way to contribute rather than be a simple "consumer".
> 
> If anybody is facing similar problems with a similar config, I'll gladly
> try to give a hand as some of us kindly did for me.
> 
> yours,
> 
> David


From gcecchi at peviani.it  Mon Oct 22 11:36:59 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Mon, 22 Oct 2007 17:36:59 +0200
Subject: R: [rt-users] Move e-mail automaticly to queue?
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D7301ACB20E@MAILSERVER.pevianimail.local>

 
Hi Roy, one question: 
I create a special scrip for the "General" queue (Config -> Queues -> General -> Scrips -> New scrip) as you suggested
Then I get it under "Current Scrips" of the queue.
The scrip is for condition "On Create"
By default for all queues there is "Scrip #3" for condition "On Create" (Autoreply To Requestors with template") 
Do I have to delete the global scrip for this queue or not? How in case
How are they parsed if there are global and per-queue scrips?

It seems that in my case I continue to get the global scrip action...
Version is 3.6.5
Thanks,
Gianluca


> -----Messaggio originale-----
> Da: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] Per conto 
> di Roy El-Hames
> Inviato: marted? 17 luglio 2007 17.45
> A: Steve Anderson
> Cc: rt-users at lists.bestpractical.com
> Oggetto: Re: [rt-users] Move e-mail automaticly to queue?
> 
> But if you want to do from RT you can easily by creating a 
> queue->scrip in the queue receiving the email; Condition:On 
> Create Action:user defined Template : Blank
> 
> Custom action prep code: return 1;
> Custom action cleanup code: if ($self->TicketObj->Subject( ) 
> =~ /YOUR SUBJECT YOU WANT TO MATCH/i ) {
>                                                
> self->TicketObj->SetQueue('Your distenation q name or id');
>                                                 return 1;
>                                                 }
>                                                 return undef;    
> 
> Regards;
> Roy
> 
> 
> 
> Steve Anderson wrote:
> > Hi,
> >
> > Don't try to use RT to put the email into the queues. Use your mail 
> > filtering to run different commands with rt-mailgate.
> >
> > Set up I have running here has an Exim filter sitting in 
> the RT users 
> > directory, and that feeds mail where it should go, and 
> discards ones 
> > which match particular criteria, like really big ones, for example.
> >
> >
> > Procmail would also allow you to do that kind of filtering.
> >
> >
> > Steve Anderson.
> >
> >
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Machiel 
> > van Veen
> > Sent: 17 July 2007 16:11
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] Move e-mail automaticly to queue?
> >
> > Hi list,
> >
> > A question, I would like people to be able to send e-mail to one 
> > address and have RT automaticly move it to a queue based on a 
> > predefined subject.
> >
> > As I understand it either all queues would have their own e-mail 
> > address or you would filter incoming e-mail manually. Would anyone 
> > know a way to get RT to move the email to a queue automaticly?
> >
> > Many thanks in advance for any help on this.
> >
> >   
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial 
> support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From gcecchi at peviani.it  Mon Oct 22 11:46:57 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Mon, 22 Oct 2007 17:46:57 +0200
Subject: R: [rt-users] Move e-mail automaticly to queue?
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D7301ACB20F@MAILSERVER.pevianimail.local>

I forgot to send the log presented in /var/log/messages:

Oct 22 17:57:18 rt RT: <rt-3.6.5-19605-1193068638-116.75-3-0 at Peviani> #75/857 - Scrip 3  (/usr/lib/perl5/vendor_
perl/5.8.8/RT/Action/SendEmail.pm:252)
Oct 22 17:57:18 rt RT: <rt-3.6.5-19605-1193068638-116.75-3-0 at Peviani> sent  To: my mail address (/usr/lib/per
l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:283)
Oct 22 17:57:18 rt RT: <rt-3.6.5-19605-1193068638-1358.75-4-0 at Peviani> #75/857 - Scrip 4  (/usr/lib/perl5/vendor
_perl/5.8.8/RT/Action/SendEmail.pm:252)
Oct 22 17:57:18 rt RT: <rt-3.6.5-19605-1193068638-1358.75-4-0 at Peviani> sent  Bcc: another admin cc address (/usr/lib
/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:283)
Oct 22 17:57:18 rt RT: Scrip 16 Commit failed: Can't locate object method "TicketObj" via package "self" (perhap
s you forgot to load "self"?) at (eval 548) line 2.  Stack:   [(eval 548):2]   [/usr/lib/perl5/vendor_perl/5.8.8
/RT/ScripAction_Overlay.pm:242]   [/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrip_Overlay.pm:507]   [/usr/lib/perl5/v
endor_perl/5.8.8/RT/Scrips_Overlay.pm:195]   [/usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm:181]
[/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1461]   [/usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm:74
6]   [/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Email.pm:730]   [/usr/share/rt3/html/REST/1.0/NoAuth/mail-ga
teway:61] (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/UserDefined.pm:83)
Oct 22 17:57:18 rt RT: Ticket 75 created in queue 'General' by gcecchi (/usr/lib/perl5/vendor_perl/5.8.8/RT/Tick
et_Overlay.pm:756) 

> -----Messaggio originale-----
> Da: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] Per conto 
> di Gianluca Cecchi
> Inviato: luned? 22 ottobre 2007 17.37
> A: rt-users at lists.bestpractical.com
> Oggetto: R: [rt-users] Move e-mail automaticly to queue?
> 
>  
> Hi Roy, one question: 
> I create a special scrip for the "General" queue (Config -> 
> Queues -> General -> Scrips -> New scrip) as you suggested 
> Then I get it under "Current Scrips" of the queue.
> The scrip is for condition "On Create"
> By default for all queues there is "Scrip #3" for condition 
> "On Create" (Autoreply To Requestors with template") Do I 
> have to delete the global scrip for this queue or not? How in 
> case How are they parsed if there are global and per-queue scrips?
> 
> It seems that in my case I continue to get the global scrip action...
> Version is 3.6.5
> Thanks,
> Gianluca
> 
> 
> > -----Messaggio originale-----
> > Da: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di Roy 
> > El-Hames
> > Inviato: marted? 17 luglio 2007 17.45
> > A: Steve Anderson
> > Cc: rt-users at lists.bestpractical.com
> > Oggetto: Re: [rt-users] Move e-mail automaticly to queue?
> > 
> > But if you want to do from RT you can easily by creating a
> > queue->scrip in the queue receiving the email; Condition:On
> > Create Action:user defined Template : Blank
> > 
> > Custom action prep code: return 1;
> > Custom action cleanup code: if ($self->TicketObj->Subject( 
> ) =~ /YOUR 
> > SUBJECT YOU WANT TO MATCH/i ) {
> >                                                
> > self->TicketObj->SetQueue('Your distenation q name or id');
> >                                                 return 1;
> >                                                 }
> >                                                 return undef;    
> > 
> > Regards;
> > Roy
> > 
> > 
> > 
> > Steve Anderson wrote:
> > > Hi,
> > >
> > > Don't try to use RT to put the email into the queues. Use 
> your mail 
> > > filtering to run different commands with rt-mailgate.
> > >
> > > Set up I have running here has an Exim filter sitting in
> > the RT users
> > > directory, and that feeds mail where it should go, and
> > discards ones
> > > which match particular criteria, like really big ones, 
> for example.
> > >
> > >
> > > Procmail would also allow you to do that kind of filtering.
> > >
> > >
> > > Steve Anderson.
> > >
> > >
> > > -----Original Message-----
> > > From: rt-users-bounces at lists.bestpractical.com
> > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
> > Of Machiel
> > > van Veen
> > > Sent: 17 July 2007 16:11
> > > To: rt-users at lists.bestpractical.com
> > > Subject: [rt-users] Move e-mail automaticly to queue?
> > >
> > > Hi list,
> > >
> > > A question, I would like people to be able to send e-mail to one 
> > > address and have RT automaticly move it to a queue based on a 
> > > predefined subject.
> > >
> > > As I understand it either all queues would have their own e-mail 
> > > address or you would filter incoming e-mail manually. 
> Would anyone 
> > > know a way to get RT to move the email to a queue automaticly?
> > >
> > > Many thanks in advance for any help on this.
> > >
> > >   
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com Commercial
> > support: 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 gcecchi at peviani.it  Mon Oct 22 12:14:33 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Mon, 22 Oct 2007 18:14:33 +0200
Subject: R: [rt-users] Move e-mail automaticly to queue?
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D7301ACB217@MAILSERVER.pevianimail.local>


Stupid me!!!

In 
Custom action cleanup code I set as probably originally miswritten
self->TicketObj->SetQueue('Hardware');
 
While the correct statement was

$self->TicketObj->SetQueue('Hardware');

Sorry to the list ...

> -----Messaggio originale-----
> Da: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] Per conto 
> di Gianluca Cecchi
> Inviato: luned? 22 ottobre 2007 17.47
> A: rt-users at lists.bestpractical.com
> Oggetto: R: [rt-users] Move e-mail automaticly to queue?
> 
> I forgot to send the log presented in /var/log/messages:
> 
> Oct 22 17:57:18 rt RT: 
> <rt-3.6.5-19605-1193068638-116.75-3-0 at Peviani> #75/857 - 
> Scrip 3  (/usr/lib/perl5/vendor_
> perl/5.8.8/RT/Action/SendEmail.pm:252)
> Oct 22 17:57:18 rt RT: 
> <rt-3.6.5-19605-1193068638-116.75-3-0 at Peviani> sent  To: my 
> mail address (/usr/lib/per
> l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:283)
> Oct 22 17:57:18 rt RT: 
> <rt-3.6.5-19605-1193068638-1358.75-4-0 at Peviani> #75/857 - 
> Scrip 4  (/usr/lib/perl5/vendor
> _perl/5.8.8/RT/Action/SendEmail.pm:252)
> Oct 22 17:57:18 rt RT: 
> <rt-3.6.5-19605-1193068638-1358.75-4-0 at Peviani> sent  Bcc: 
> another admin cc address (/usr/lib
> /perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:283)
> Oct 22 17:57:18 rt RT: Scrip 16 Commit failed: Can't locate 
> object method "TicketObj" via package "self" (perhap
> s you forgot to load "self"?) at (eval 548) line 2.  Stack:   
> [(eval 548):2]   [/usr/lib/perl5/vendor_perl/5.8.8
> /RT/ScripAction_Overlay.pm:242]   
> [/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrip_Overlay.pm:507]   
> [/usr/lib/perl5/v
> endor_perl/5.8.8/RT/Scrips_Overlay.pm:195]   
> [/usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm:181]
> [/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1461]   
> [/usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm:74
> 6]   
> [/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Email.pm:730]  
>  [/usr/share/rt3/html/REST/1.0/NoAuth/mail-ga
> teway:61] 
> (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/UserDefined.pm:83)
> Oct 22 17:57:18 rt RT: Ticket 75 created in queue 'General' 
> by gcecchi (/usr/lib/perl5/vendor_perl/5.8.8/RT/Tick
> et_Overlay.pm:756) 
> 
> > -----Messaggio originale-----
> > Da: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di 
> > Gianluca Cecchi
> > Inviato: luned? 22 ottobre 2007 17.37
> > A: rt-users at lists.bestpractical.com
> > Oggetto: R: [rt-users] Move e-mail automaticly to queue?
> > 
> >  
> > Hi Roy, one question: 
> > I create a special scrip for the "General" queue (Config -> 
> Queues -> 
> > General -> Scrips -> New scrip) as you suggested Then I get 
> it under 
> > "Current Scrips" of the queue.
> > The scrip is for condition "On Create"
> > By default for all queues there is "Scrip #3" for condition "On 
> > Create" (Autoreply To Requestors with template") Do I have 
> to delete 
> > the global scrip for this queue or not? How in case How are they 
> > parsed if there are global and per-queue scrips?
> > 
> > It seems that in my case I continue to get the global scrip 
> action...
> > Version is 3.6.5
> > Thanks,
> > Gianluca
> > 
> > 
> > > -----Messaggio originale-----
> > > Da: rt-users-bounces at lists.bestpractical.com
> > > [mailto:rt-users-bounces at lists.bestpractical.com] Per 
> conto di Roy 
> > > El-Hames
> > > Inviato: marted? 17 luglio 2007 17.45
> > > A: Steve Anderson
> > > Cc: rt-users at lists.bestpractical.com
> > > Oggetto: Re: [rt-users] Move e-mail automaticly to queue?
> > > 
> > > But if you want to do from RT you can easily by creating a
> > > queue->scrip in the queue receiving the email; Condition:On
> > > Create Action:user defined Template : Blank
> > > 
> > > Custom action prep code: return 1;
> > > Custom action cleanup code: if ($self->TicketObj->Subject(
> > ) =~ /YOUR
> > > SUBJECT YOU WANT TO MATCH/i ) {
> > >                                                
> > > self->TicketObj->SetQueue('Your distenation q name or id');
> > >                                                 return 1;
> > >                                                 }
> > >                                                 return undef;    
> > > 
> > > Regards;
> > > Roy
> > > 
> > > 
> > > 
> > > Steve Anderson wrote:
> > > > Hi,
> > > >
> > > > Don't try to use RT to put the email into the queues. Use
> > your mail
> > > > filtering to run different commands with rt-mailgate.
> > > >
> > > > Set up I have running here has an Exim filter sitting in
> > > the RT users
> > > > directory, and that feeds mail where it should go, and
> > > discards ones
> > > > which match particular criteria, like really big ones,
> > for example.
> > > >
> > > >
> > > > Procmail would also allow you to do that kind of filtering.
> > > >
> > > >
> > > > Steve Anderson.
> > > >
> > > >
> > > > -----Original Message-----
> > > > From: rt-users-bounces at lists.bestpractical.com
> > > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
> > > Of Machiel
> > > > van Veen
> > > > Sent: 17 July 2007 16:11
> > > > To: rt-users at lists.bestpractical.com
> > > > Subject: [rt-users] Move e-mail automaticly to queue?
> > > >
> > > > Hi list,
> > > >
> > > > A question, I would like people to be able to send 
> e-mail to one 
> > > > address and have RT automaticly move it to a queue based on a 
> > > > predefined subject.
> > > >
> > > > As I understand it either all queues would have their 
> own e-mail 
> > > > address or you would filter incoming e-mail manually.
> > Would anyone
> > > > know a way to get RT to move the email to a queue automaticly?
> > > >
> > > > Many thanks in advance for any help on this.
> > > >
> > > >   
> > > 
> > > _______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > > 
> > > Community help: http://wiki.bestpractical.com Commercial
> > > support: 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 dlamers at elcan.com  Mon Oct 22 15:37:44 2007
From: dlamers at elcan.com (Lamers, Dan)
Date: Mon, 22 Oct 2007 15:37:44 -0400
Subject: [rt-users] Problem with RT::Logger
Message-ID: <DFAE69112DC03243849AAE26A27E2B0401ED50C3@emexch004002.elcan.com>

I had a working RT system up until this morning when it appears that
RT::Logger stopped functioning.  Last week I upgraded from 3.6.4 to 3.6.5
and everything appeared to work fine.  I shutdown the system for the weekend
and this morning I'm receiving a "500 Internal Server Error" when trying to
logon.  

 

My apache2/errorlog entry is:
  Can't call method "debug" on an undefined value at
/opt/rt3/local/lib/RT/CurrentUser_Local.pm line 59

 

The relevant perl line is"

  $RT::Logger->debug( "CreateFromExternalUserInfo: entered with args: ",
@lookupargs, "\n");

 

 

If I comment this line from the program, it proceeds to fail on the next
RT::Logger statement including RT::Logger->info calls.  If I comment out all
of the RT::Logger calls from this program, the system appears to function
normally.  

 

Any help would be greatly appreciated!

 

Thanks,

Dan



DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee.  Access to this
message by anyone else is unauthorized.  If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful.  Please immediately contact the sender if you have received this
message in error. Thank you. 


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From MMoon at verimatrix.com  Mon Oct 22 16:36:25 2007
From: MMoon at verimatrix.com (Michael Moon)
Date: Mon, 22 Oct 2007 13:36:25 -0700
Subject: [rt-users] Error starting apache Can't locate Apache/DBI.pm in @INC
Message-ID: <43429D03010BDB4BB5E91FEF49971B91036C2491@mainframe.verimatrix.com>

I have installed mod_perl 1.3 and Apache 1.39 on a CentOS 5 system in
order get Request Tracker running. When I attempt to start apache I get
the following error:

 

Syntax error on line 969 of /usr/local/apache/conf/httpd.conf: Can't
locate Apache/DBI.pm in @INC 

 

(@INC contains: 

/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi 

/usr/lib/perl5/site_perl/5.8.8 

/usr/lib/perl5/site_perl 

/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi 

/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 

/usr/lib/perl5/vendor_perl 

/usr/lib/perl5/5.8.8/i386-linux-thread-multi 

/usr/lib/perl5/5.8.8 . 

/usr/local/apache/ 

/usr/local/apache/lib/perl) at (eval 7) line 3.

__________________________________________________

 

I have located the file in the following directories:

 

/opt/.cpan/build/Apache-Session-1.84-Ad18Dp/Session/Store/DBI.pm

/opt/.cpan/build/Apache-Session-1.84-Ad18Dp/blib/lib/Apache/Session/Stor
e/DBI.pm

/usr/lib/perl5/site_perl/5.8.8/Apache/Session/Store/DBI.pm

/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBI.pm

/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Bundle/DBI.pm

 

I have tried copying the file to
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/Apache directory.
Apache starts but it throws a lot of strange errors which makes me think
manually copying the file is not the correct way to resolve the error.

 

 

My httpd.conf file looks like this:

 

<VirtualHost *:80>

   ServerName support.fakename.com

   DocumentRoot /opt/rt3/share/html

   AddDefaultCharset UTF-8

 

# this line applies to Apache2+mod_perl2 only

# Below line might be incorrect, I had to use:

#     PerlModule Apache2::compat

# mod_perl 2.0.1 from FC4 Linux

# PerlModule Apache2 Apache::compat

 

 PerlModule Apache::DBI

 PerlRequire /opt/rt3/bin/webmux.pl

 

   <Location />

       SetHandler perl-script

       PerlHandler RT::Mason

   </Location>

</VirtualHost>

 

 

Anyone know what might be the problem?

 

Thanks,

 

Mike

 

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From scubacuda at gmail.com  Mon Oct 22 17:16:36 2007
From: scubacuda at gmail.com (Rogelio)
Date: Mon, 22 Oct 2007 14:16:36 -0700
Subject: [rt-users] autogenerating tickets sent to support@mydomain.com
In-Reply-To: <471906DB.4030008@ucrwcu.rwc.uc.edu>
References: <2b7af7c40710191227p132e9b9cg34b7bea2d03055c7@mail.gmail.com>
	<471906DB.4030008@ucrwcu.rwc.uc.edu>
Message-ID: <2b7af7c40710221416i7efd61d1ic4d9f55aa4c02a05@mail.gmail.com>

On 10/19/07, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu> wrote:
> http://wiki.bestpractical.com/view/EmailInterface

So, I went through and set most of those variables, and now I need to
set up support at mydomain.com to accept mail.

In my mail server, I now have it forwarding to
support at rt.mydomain.com, and there is an MX record for that domain in
my DNS.

In order for this to work, do I just now need to add "support" as a
user? How do I add users and aliases to RT?  Through the RT GUI? Or
through the command line?


From scubacuda at gmail.com  Mon Oct 22 17:46:15 2007
From: scubacuda at gmail.com (Rogelio)
Date: Mon, 22 Oct 2007 14:46:15 -0700
Subject: [rt-users] autogenerating tickets sent to support@mydomain.com
In-Reply-To: <2b7af7c40710221416i7efd61d1ic4d9f55aa4c02a05@mail.gmail.com>
References: <2b7af7c40710191227p132e9b9cg34b7bea2d03055c7@mail.gmail.com>
	<471906DB.4030008@ucrwcu.rwc.uc.edu>
	<2b7af7c40710221416i7efd61d1ic4d9f55aa4c02a05@mail.gmail.com>
Message-ID: <2b7af7c40710221446q475d9e02wa684193624cfc614@mail.gmail.com>

On 10/22/07, Rogelio <scubacuda at gmail.com> wrote:
> On 10/19/07, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu> wrote:
> > http://wiki.bestpractical.com/view/EmailInterface
>
> So, I went through and set most of those variables, and now I need to
> set up support at mydomain.com to accept mail.
>
> In my mail server, I now have it forwarding to
> support at rt.mydomain.com, and there is an MX record for that domain in
> my DNS.
>
> In order for this to work, do I just now need to add "support" as a
> user? How do I add users and aliases to RT?  Through the RT GUI? Or
> through the command line?

Ah, I think I found my answer on that page:

*****************************************
Handling incoming mail

RT handles its incoming emails with a rt-mailgate script that passes
emails over http protocol to a RT's web server.

Note that the HTTP interface used by mailgate is not protected by
default and you must take care of it yourself. Read
MailGatewayAccessControl to understand how to improve security of this
interface.

First of all you have to add email aliases for each queue. See the following:

    * ManualInstallation
    * Qmail - Using Qmail Aliases w/ RT
    * Using Procmail to deliver RT-mail to queues


From ruz at bestpractical.com  Mon Oct 22 21:59:37 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 23 Oct 2007 05:59:37 +0400
Subject: [rt-users] Problem with RT::Logger
In-Reply-To: <DFAE69112DC03243849AAE26A27E2B0401ED50C3@emexch004002.elcan.com>
References: <DFAE69112DC03243849AAE26A27E2B0401ED50C3@emexch004002.elcan.com>
Message-ID: <589c94400710221859n2e06b8d1w7648893e808febb@mail.gmail.com>

Most probably you're calling methods on $RT::Logger when it's not
initialized, for example during loading of modules.

On 10/22/07, Lamers, Dan <dlamers at elcan.com> wrote:
>
>
>
>
> I had a working RT system up until this morning when it appears that
> RT::Logger stopped functioning.  Last week I upgraded from 3.6.4 to 3.6.5
> and everything appeared to work fine.  I shutdown the system for the weekend
> and this morning I'm receiving a "500 Internal Server Error" when trying to
> logon.
>
>
>
> My apache2/errorlog entry is:
>    Can't call method "debug" on an undefined value at
> /opt/rt3/local/lib/RT/CurrentUser_Local.pm line 59
>
>
>
> The relevant perl line is"
>
>   $RT::Logger->debug( "CreateFromExternalUserInfo: entered with args: ",
> @lookupargs, "\n");
>
>
>
>
>
> If I comment this line from the program, it proceeds to fail on the next
> RT::Logger statement including RT::Logger->info calls.  If I comment out all
> of the RT::Logger calls from this program, the system appears to function
> normally.
>
>
>
> Any help would be greatly appreciated!
>
>
>
> Thanks,
>
> Dan
>
>
>
> DISCLAIMER: The information in this message is confidential and may be
> legally privileged. It is intended solely for the addressee. Access to this
> message by anyone else is unauthorized. If you are not the intended
> recipient, any disclosure, copying, or distribution of the message, or any
> action or omission taken by you in reliance on it, is prohibited and may be
> unlawful. Please immediately contact the sender if you have received this
> message in error. Thank you.
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From krishna.prasad at spartanlabs.com  Tue Oct 23 02:38:09 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Tue, 23 Oct 2007 12:08:09 +0530
Subject: [rt-users] can we create our own scrip action in request tracker?
Message-ID: <20071023063902.204C34D80C7@diesel.bestpractical.com>

Can we create our own scrip actions?

 

I want to create scrip like "Auto-reply to requestor and Cc's"

 

Can I create the above scrip in Request Tracker either globally or for a
specified queue?

 

With Regards, 

Krishna Prasad 

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From drobert at generix.fr  Tue Oct 23 04:04:45 2007
From: drobert at generix.fr (David ROBERT)
Date: Tue, 23 Oct 2007 10:04:45 +0200
Subject: [rt-users] Logo error even after apache restart & Mason cache
	cleaned
In-Reply-To: <589c94400710221859n2e06b8d1w7648893e808febb@mail.gmail.com>
References: <DFAE69112DC03243849AAE26A27E2B0401ED50C3@emexch004002.elcan.com>
	<589c94400710221859n2e06b8d1w7648893e808febb@mail.gmail.com>
Message-ID: <F0D1BCCB4130234AAC06702F86045FBE662154@HELIUM.generix.fr>

Hello,

I have a problem with logo customization. I followed this instructions (http://wiki.bestpractical.com/view/ChangeLogo) and paid much attention to the latest mails about logos (after each & every changes I use a cleanmason.sh that makes a apache stop / clean cache / apache start)

But when access the login page I get this :

********************************************************************************
error:  Error during compilation of /opt/rt3/local/html/Elements/Logo:
Bareword "RT::LogoLinkURL" not allowed while "strict subs" in use at /opt/rt3/local/html/Elements/Logo line 49.

 
context:  ...   
45:  %# those contributions and any derivatives thereof. 
46:  %#  
47:  %# END BPS TAGGED BLOCK }}} 
48:  <div id="logo"> 
49:  <a href="<%RT::LogoLinkURL%>"><img src="<%$RT::WebImagesURL%>/bplogo.gif" alt="<%loc("Best Practical Solutions, LLC corporate logo")%>" width="177" height="33" /></a> 
50:  % if ($show_name) { 
51:  <div class="rtname"><% loc("RT for [_1]", $RT::rtname) %></div> 
52:  % } 
53:  </div> 
...  
********************************************************************************
The problem seems to be onlyfor RT::variables in the href=
If I put plain text in there, it's ok
If I put any other RT variables (just a copy & paste of the following <%$RT::WebImagesURL%> or any other properly defined and substituted variables for instance) I get an error.
But all other RT variables are properly substituted in the line. I only have a problem with the href.

I tried to google around for "bareword" and "strict subs" but did not grasp where to look for or what would be the effect of remove such a "strict subs" command wherever it may be.

I don't mind coding the URL in plain text in my local Logo file but it would be better if this variable could work properly.

Any idea ?

David

From krishna.prasad at spartanlabs.com  Tue Oct 23 04:19:42 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Tue, 23 Oct 2007 13:49:42 +0530
Subject: [rt-users] RE: can we create our own scrip action in request
	tracker?
Message-ID: <20071023082408.1A1834D8158@diesel.bestpractical.com>

I don't know writing the scrip.

 

Actually I want to create scrip for "Auto-reply to requestor and Cc's"

 

Please anyone send me the scrip for "Auto-reply to requestor and Cc's".

 

 

With Regards, 

Krishna Prasad 

-------------- next part --------------
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From drobert at generix.fr  Tue Oct 23 04:32:00 2007
From: drobert at generix.fr (David ROBERT)
Date: Tue, 23 Oct 2007 10:32:00 +0200
Subject: [rt-users] Logo error even after apache restart & Mason
	cachecleaned
In-Reply-To: <F0D1BCCB4130234AAC06702F86045FBE662154@HELIUM.generix.fr>
References: <DFAE69112DC03243849AAE26A27E2B0401ED50C3@emexch004002.elcan.com><589c94400710221859n2e06b8d1w7648893e808febb@mail.gmail.com>
	<F0D1BCCB4130234AAC06702F86045FBE662154@HELIUM.generix.fr>
Message-ID: <F0D1BCCB4130234AAC06702F86045FBE66218A@HELIUM.generix.fr>

missing $

Shame on me. Not even able to do a copy/paste properly

You can flame me all you want and I deserve it :-(

From huws at s2s.ltd.uk  Tue Oct 23 07:41:48 2007
From: huws at s2s.ltd.uk (Huw Selley)
Date: Tue, 23 Oct 2007 12:41:48 +0100
Subject: [rt-users] Making a field mandatory for ticket resolution.
Message-ID: <C3439C8C.28617%huws@s2s.ltd.uk>

Hi,

My apologies if this belongs on rt-devel.

I am currently using RT 3.6.3 in production and have had a request from
management to force users to update the 'Time Worked' field when resolving a
ticket.

I could not spot anywhere in the UI to make a built-in field mandatory so I
guess I need to write a scrip to do this.
My questions are:

1) Can I do this from the UI?
2) If not can someone point me in the right direction, I am happy to write a
scrip that runs OnResolve and checks that there is a value in the timeworked
field but I am unsure how to warn the user that they have not filled in a
value (or does RT take care of that for me?)

Thanks in advance

Huw



s2s company email disclaimer    : http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
s2s company registration number : 3952958
s2s VAT registration number     : GB763132055
Business premises               : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA
Registered address              : 29 High Street, Crawley, West Sussex, RH10 1BQ
Place of registration           : England



From barnesaw at ucrwcu.rwc.uc.edu  Tue Oct 23 08:29:35 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 23 Oct 2007 08:29:35 -0400
Subject: [rt-users] Making a field mandatory for ticket resolution.
In-Reply-To: <C3439C8C.28617%huws@s2s.ltd.uk>
References: <C3439C8C.28617%huws@s2s.ltd.uk>
Message-ID: <471DE92F.7000406@ucrwcu.rwc.uc.edu>

My boss wanted the same from me.  As a sledgehammer fix, I set it so
that any action taken on a ticket defaults to 10 min by editing
local/html/Ticket/Update.html

I'm sure there would be a way to add something to the UI (i.e. a
javascript snippet) but I've been pulled off onto other projects for the
moment.


Huw Selley wrote:
> Hi,
>
> My apologies if this belongs on rt-devel.
>
> I am currently using RT 3.6.3 in production and have had a request from
> management to force users to update the 'Time Worked' field when resolving a
> ticket.
>
> I could not spot anywhere in the UI to make a built-in field mandatory so I
> guess I need to write a scrip to do this.
> My questions are:
>
> 1) Can I do this from the UI?
> 2) If not can someone point me in the right direction, I am happy to write a
> scrip that runs OnResolve and checks that there is a value in the timeworked
> field but I am unsure how to warn the user that they have not filled in a
> value (or does RT take care of that for me?)
>
> Thanks in advance
>
> Huw
>
>
>
> s2s company email disclaimer    : http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
> s2s company registration number : 3952958
> s2s VAT registration number     : GB763132055
> Business premises               : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA
> Registered address              : 29 High Street, Crawley, West Sussex, RH10 1BQ
> Place of registration           : England
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   


From Jacob at buschs.com  Tue Oct 23 08:41:19 2007
From: Jacob at buschs.com (Jacob Helwig)
Date: Tue, 23 Oct 2007 08:41:19 -0400
Subject: [rt-users] Making a field mandatory for ticket resolution.
In-Reply-To: <471DE92F.7000406@ucrwcu.rwc.uc.edu>
Message-ID: <B2E89743C79B364482E6AE35414E516202E2790E@mail.buschs.net>

It sounds like http://wiki.bestpractical.com/view/MandatorySubject could
be modified to do the checks that Huw is looking for.  Unfortunately, my
JavaScript-fu is weak, so I wouldn't be able to quickly/easily suggest a
way to do the needed modifications, but it sounds like it would be able
to provide a base/starting point.

-- 
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 Drew
Barnes
Sent: Tuesday, October 23, 2007 8:30 AM
To: Huw Selley
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Making a field mandatory for ticket resolution.

My boss wanted the same from me.  As a sledgehammer fix, I set it so
that any action taken on a ticket defaults to 10 min by editing
local/html/Ticket/Update.html

I'm sure there would be a way to add something to the UI (i.e. a
javascript snippet) but I've been pulled off onto other projects for the
moment.


Huw Selley wrote:
> Hi,
>
> My apologies if this belongs on rt-devel.
>
> I am currently using RT 3.6.3 in production and have had a request
from
> management to force users to update the 'Time Worked' field when
resolving a
> ticket.
>
> I could not spot anywhere in the UI to make a built-in field mandatory
so I
> guess I need to write a scrip to do this.
> My questions are:
>
> 1) Can I do this from the UI?
> 2) If not can someone point me in the right direction, I am happy to
write a
> scrip that runs OnResolve and checks that there is a value in the
timeworked
> field but I am unsure how to warn the user that they have not filled
in a
> value (or does RT take care of that for me?)
>
> Thanks in advance
>
> Huw
>
>
>
> s2s company email disclaimer    :
http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
> s2s company registration number : 3952958
> s2s VAT registration number     : GB763132055
> Business premises               : Ground Floor, Overline House,
Crawley, West Sussex, RH10 1JA
> Registered address              : 29 High Street, Crawley, West
Sussex, RH10 1BQ
> Place of registration           : England
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll
take
> up to 20 percent off the price. This sale won't last long, so get in
touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we'll
take
up to 20 percent off the price. This sale won't last long, so get in
touch today. 
    Email us at sales at bestpractical.com or call us at +1 617 812 0745.


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


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



From weser at osp-dd.de  Tue Oct 23 08:41:13 2007
From: weser at osp-dd.de (Benjamin Weser)
Date: Tue, 23 Oct 2007 14:41:13 +0200
Subject: ***SPAM*** (K2) [rt-users] Making a field mandatory for ticket
	resolution.
In-Reply-To: <C3439C8C.28617%huws@s2s.ltd.uk>
References: <C3439C8C.28617%huws@s2s.ltd.uk>
Message-ID: <471DEBE9.2010907@osp-dd.de>

Have a look at http://wiki.bestpractical.com/view/MandatorySubject . I
just added it today to our RT. It works great for the subject and it
shouldn't be too hard to add it to other built-in fields like timeworked
too (there's a short description on the page).

Huw Selley wrote:
> Hi,
>
> My apologies if this belongs on rt-devel.
>
> I am currently using RT 3.6.3 in production and have had a request from
> management to force users to update the 'Time Worked' field when resolving a
> ticket.
>
> I could not spot anywhere in the UI to make a built-in field mandatory so I
> guess I need to write a scrip to do this.
> My questions are:
>
> 1) Can I do this from the UI?
> 2) If not can someone point me in the right direction, I am happy to write a
> scrip that runs OnResolve and checks that there is a value in the timeworked
> field but I am unsure how to warn the user that they have not filled in a
> value (or does RT take care of that for me?)
>
> Thanks in advance
>
> Huw
>
>
>
> s2s company email disclaimer    : http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
> s2s company registration number : 3952958
> s2s VAT registration number     : GB763132055
> Business premises               : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA
> Registered address              : 29 High Street, Crawley, West Sussex, RH10 1BQ
> Place of registration           : England
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   



From huws at s2s.ltd.uk  Tue Oct 23 08:45:03 2007
From: huws at s2s.ltd.uk (Huw Selley)
Date: Tue, 23 Oct 2007 13:45:03 +0100
Subject: [rt-users] Making a field mandatory for ticket resolution.
In-Reply-To: <471DEBE9.2010907@osp-dd.de>
Message-ID: <C343AB5F.2861D%huws@s2s.ltd.uk>

On 23/10/07 1:41, "Benjamin Weser" <weser at osp-dd.de> wrote:

> Have a look at http://wiki.bestpractical.com/view/MandatorySubject . I
> just added it today to our RT. It works great for the subject and it
> shouldn't be too hard to add it to other built-in fields like timeworked
> too (there's a short description on the page).

Ahhh I didn't spot that when I looked earlier, looks like it will do the job
perfectly :)

Many thanks.

Huw



s2s company email disclaimer    : http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
s2s company registration number : 3952958
s2s VAT registration number     : GB763132055
Business premises               : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA
Registered address              : 29 High Street, Crawley, West Sussex, RH10 1BQ
Place of registration           : England



From mgoh at lle.rochester.edu  Tue Oct 23 08:59:32 2007
From: mgoh at lle.rochester.edu (Matthew Goheen)
Date: Tue, 23 Oct 2007 08:59:32 -0400
Subject: [rt-users] Strange custom field performance issue after upgrading
	to RT 3.6.4
Message-ID: <032a01c81574$8f0ca7a0$2a2a9780@lle.rochester.edu>

We are in the process of upgrading our RT installation from 3.4.2 (to 3.6.4).
As part of the upgrade, we were planning to restructure RT to allow additional
groups within our lab use RT (previously we just used it within our own group).
Part of that plan involved moving from having multiple queues for our group to
using just a single queue and using a custom field to store what was previously
the queue name.  I performed that change with no problem -- however, performance
on SOME queries that include custom fields is so slow that it is unusable.

Here is the system background:
	RT 3.6.4
	RHEL 5 (with all updates through last week)
	Postgres 8.1.9-1.el5
	Apache 2.2.3.7.el5
	mod_perl 2.0.2-6.3.el5
	SearchBuilder 1.49

The system has only about 7000 tickets and about 100 or so users (only about 10
have rights to RT).

The following query takes something like 165 seconds and returns three records:

SELECT DISTINCT main.* FROM Tickets main JOIN ObjectCustomFields ObjectCustomFields_1  
ON ( ObjectCustomFields_1.ObjectId = '0' ) OR ( ObjectCustomFields_1.ObjectId = main.Queue ) 
JOIN CustomFields CustomFields_2  ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField ) 
JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3  ON ( ObjectCustomFieldValues_3.ObjectId = main.id ) 
AND ( ObjectCustomFieldValues_3.Disabled = '0' ) 
AND ( ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket' ) 
AND ( ObjectCustomFieldValues_3.CustomField = CustomFields_2.id )  
WHERE (CustomFields_2.Name = 'Category') AND (main.Status != 'deleted') AND (main.Owner = '368' 
AND  ( main.Status = 'new' OR main.Status = 'open' OR main.Status = 'stalled' )  
AND main.Queue = '5' AND  ( ObjectCustomFieldValues_3.Content = 'General' ) ) 
AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)  
ORDER BY main.id ASC

Here is the Postgres explain plan output:

QUERY PLAN                                                                                                                                                                                                    
----------
 Unique  (cost=17.16..17.23 rows=1 width=620) (actual time=165267.134..165267.161 rows=3 loops=1)
   ->  Sort  (cost=17.16..17.17 rows=1 width=620) (actual time=165267.127..165267.133 rows=3 loops=1)
         Sort Key: main.id, main.effectiveid, main.queue, main."type", main.issuestatement, main.resolution, main."owner", main.subject, main.initialpriority, main.finalpriority, main.priority, main.timeestimated, main.timeworked, main.status, main.timeleft, main.told, main.starts, main.started, main.due, main.resolved, main.lastupdatedby, main.lastupdated, main.creator, main.created, main.disabled
         ->  Nested Loop  (cost=5.02..17.15 rows=1 width=620) (actual time=32924.858..165266.929 rows=3 loops=1)
               Join Filter: ((("outer".objectid = 0) OR ("outer".objectid = "inner".queue)) AND ("outer".objectid = "inner".id))
               ->  Nested Loop  (cost=0.00..8.09 rows=1 width=8) (actual time=0.124..555.995 rows=53712 loops=1)
                     ->  Nested Loop  (cost=0.00..2.07 rows=1 width=12) (actual time=0.032..0.180 rows=9 loops=1)
                           Join Filter: ("outer".id = "inner".customfield)
                           ->  Seq Scan on customfields customfields_2  (cost=0.00..1.02 rows=1 width=4) (actual time=0.018..0.036 rows=1 loops=1)
                                 Filter: ((name)::text = 'Category'::text)
                           ->  Seq Scan on objectcustomfields objectcustomfields_1  (cost=0.00..1.02 rows=2 width=8) (actual time=0.005..0.063 rows=17 loops=1)
                     ->  Index Scan using objectcustomfieldvalues2 on objectcustomfieldvalues objectcustomfieldvalues_3  (cost=0.00..6.00 rows=1 width=8) (actual time=0.044..35.073 rows=5968 loops=9)
                           Index Cond: ((objectcustomfieldvalues_3.customfield = "outer".id) AND ((objectcustomfieldvalues_3.objecttype)::text = 'RT::Ticket'::text))
                           Filter: ((disabled = 0) AND ((content)::text = 'General'::text))
               ->  Bitmap Heap Scan on tickets main  (cost=5.02..9.05 rows=1 width=620) (actual time=3.002..3.052 rows=3 loops=53712)
                     Recheck Cond: (("owner" = 368) AND (queue = 5))
                     Filter: (((status)::text <> 'deleted'::text) AND (((status)::text = 'new'::text) OR ((status)::text = 'open'::text) OR ((status)::text = 'stalled'::text)) AND (("type")::text = 'ticket'::text) AND (effectiveid = id))
                     ->  BitmapAnd  (cost=5.02..5.02 rows=1 width=0) (actual time=2.513..2.513 rows=0 loops=53712)
                           ->  Bitmap Index Scan on tickets2  (cost=0.00..2.39 rows=110 width=0) (actual time=0.148..0.148 rows=910 loops=53712)
                                 Index Cond: ("owner" = 368)
                           ->  Bitmap Index Scan on tickets1  (cost=0.00..2.39 rows=110 width=0) (actual time=2.325..2.325 rows=19050 loops=53712)
                                 Index Cond: (queue = 5)
 Total runtime: 165267.372 ms
(23 rows)

----------

At this point, I think this could be a Postgres bug.  If I change the part of the query that
specifies the custom field (the "ObjectCustomFieldValues_3.Content = 'General'") to instead
EXCLUDE all non-matching fields, the query executes almost immediately -- e.g. using something
like:
	(ObjectCustomFieldValues_3.Content != 'FY07' AND
	ObjectCustomFieldValues_3.Content != 'Upgrades' AND
	[etc.])

Should I simply try upgrading Postgres, or does anyone have any ideas about what
the REAL problem might be?

Thanks,
Matt Goheen





From jesse at bestpractical.com  Tue Oct 23 10:17:44 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 23 Oct 2007 10:17:44 -0400
Subject: [rt-users] Strange custom field performance issue after upgrading
	to RT 3.6.4
In-Reply-To: <032a01c81574$8f0ca7a0$2a2a9780@lle.rochester.edu>
References: <032a01c81574$8f0ca7a0$2a2a9780@lle.rochester.edu>
Message-ID: <6A76462D-C7E7-4541-9678-4F8467B1C472@bestpractical.com>


On Oct 23, 2007, at 8:59 AM, Matthew Goheen wrote:

> We are in the process of upgrading our RT installation from 3.4.2  
> (to 3.6.4).
> As part of the upgrade, we were planning to restructure RT to allow  
> additional
> groups within our lab use RT (previously we just used it within our  
> own group).
> Part of that plan involved moving from having multiple queues for  
> our group to
> using just a single queue and using a custom field to store what  
> was previously
> the queue name.  I performed that change with no problem --  
> however, performance
> on SOME queries that include cust


Have you done a "FULL VACUUM ANALYZE" recently? It looks like the  
statistics engine is...confused. That's the best way to reset it.

> om fields is so slow that it is unusable.
>
> Here is the system background:
> 	RT 3.6.4
> 	RHEL 5 (with all updates through last week)
> 	Postgres 8.1.9-1.el5
> 	Apache 2.2.3.7.el5
> 	mod_perl 2.0.2-6.3.el5
> 	SearchBuilder 1.49
>
> The system has only about 7000 tickets and about 100 or so users  
> (only about 10
> have rights to RT).
>
> The following query takes something like 165 seconds and returns  
> three records:
>
> SELECT DISTINCT main.* FROM Tickets main JOIN ObjectCustomFields  
> ObjectCustomFields_1
> ON ( ObjectCustomFields_1.ObjectId = '0' ) OR  
> ( ObjectCustomFields_1.ObjectId = main.Queue )
> JOIN CustomFields CustomFields_2  ON ( CustomFields_2.id =  
> ObjectCustomFields_1.CustomField )
> JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3  ON  
> ( ObjectCustomFieldValues_3.ObjectId = main.id )
> AND ( ObjectCustomFieldValues_3.Disabled = '0' )
> AND ( ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket' )
> AND ( ObjectCustomFieldValues_3.CustomField = CustomFields_2.id )
> WHERE (CustomFields_2.Name = 'Category') AND (main.Status !=  
> 'deleted') AND (main.Owner = '368'
> AND  ( main.Status = 'new' OR main.Status = 'open' OR main.Status =  
> 'stalled' )
> AND main.Queue = '5' AND  ( ObjectCustomFieldValues_3.Content =  
> 'General' ) )
> AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)
> ORDER BY main.id ASC
>
> Here is the Postgres explain plan output:
>
> QUERY PLAN
> ----------
>  Unique  (cost=17.16..17.23 rows=1 width=620) (actual  
> time=165267.134..165267.161 rows=3 loops=1)
>    ->  Sort  (cost=17.16..17.17 rows=1 width=620) (actual  
> time=165267.127..165267.133 rows=3 loops=1)
>          Sort Key: main.id, main.effectiveid, main.queue,  
> main."type", main.issuestatement, main.resolution, main."owner",  
> main.subject, main.initialpriority, main.finalpriority,  
> main.priority, main.timeestimated, main.timeworked, main.status,  
> main.timeleft, main.told, main.starts, main.started, main.due,  
> main.resolved, main.lastupdatedby, main.lastupdated, main.creator,  
> main.created, main.disabled
>          ->  Nested Loop  (cost=5.02..17.15 rows=1 width=620)  
> (actual time=32924.858..165266.929 rows=3 loops=1)
>                Join Filter: ((("outer".objectid = 0) OR  
> ("outer".objectid = "inner".queue)) AND ("outer".objectid =  
> "inner".id))
>                ->  Nested Loop  (cost=0.00..8.09 rows=1 width=8)  
> (actual time=0.124..555.995 rows=53712 loops=1)
>                      ->  Nested Loop  (cost=0.00..2.07 rows=1  
> width=12) (actual time=0.032..0.180 rows=9 loops=1)
>                            Join Filter: ("outer".id =  
> "inner".customfield)
>                            ->  Seq Scan on customfields  
> customfields_2  (cost=0.00..1.02 rows=1 width=4) (actual  
> time=0.018..0.036 rows=1 loops=1)
>                                  Filter: ((name)::text =  
> 'Category'::text)
>                            ->  Seq Scan on objectcustomfields  
> objectcustomfields_1  (cost=0.00..1.02 rows=2 width=8) (actual  
> time=0.005..0.063 rows=17 loops=1)
>                      ->  Index Scan using objectcustomfieldvalues2  
> on objectcustomfieldvalues objectcustomfieldvalues_3   
> (cost=0.00..6.00 rows=1 width=8) (actual time=0.044..35.073  
> rows=5968 loops=9)
>                            Index Cond:  
> ((objectcustomfieldvalues_3.customfield = "outer".id) AND  
> ((objectcustomfieldvalues_3.objecttype)::text = 'RT::Ticket'::text))
>                            Filter: ((disabled = 0) AND  
> ((content)::text = 'General'::text))
>                ->  Bitmap Heap Scan on tickets main   
> (cost=5.02..9.05 rows=1 width=620) (actual time=3.002..3.052 rows=3  
> loops=53712)
>                      Recheck Cond: (("owner" = 368) AND (queue = 5))
>                      Filter: (((status)::text <> 'deleted'::text)  
> AND (((status)::text = 'new'::text) OR ((status)::text =  
> 'open'::text) OR ((status)::text = 'stalled'::text)) AND  
> (("type")::text = 'ticket'::text) AND (effectiveid = id))
>                      ->  BitmapAnd  (cost=5.02..5.02 rows=1  
> width=0) (actual time=2.513..2.513 rows=0 loops=53712)
>                            ->  Bitmap Index Scan on tickets2   
> (cost=0.00..2.39 rows=110 width=0) (actual time=0.148..0.148  
> rows=910 loops=53712)
>                                  Index Cond: ("owner" = 368)
>                            ->  Bitmap Index Scan on tickets1   
> (cost=0.00..2.39 rows=110 width=0) (actual time=2.325..2.325  
> rows=19050 loops=53712)
>                                  Index Cond: (queue = 5)
>  Total runtime: 165267.372 ms
> (23 rows)
>
> ----------
>
> At this point, I think this could be a Postgres bug.  If I change  
> the part of the query that
> specifies the custom field (the "ObjectCustomFieldValues_3.Content  
> = 'General'") to instead
> EXCLUDE all non-matching fields, the query executes almost  
> immediately -- e.g. using something
> like:
> 	(ObjectCustomFieldValues_3.Content != 'FY07' AND
> 	ObjectCustomFieldValues_3.Content != 'Upgrades' AND
> 	[etc.])
>
> Should I simply try upgrading Postgres, or does anyone have any  
> ideas about what
> the REAL problem might be?
>
> Thanks,
> Matt Goheen
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31,  
> we'll take
> up to 20 percent off the price. This sale won't last long, so get  
> in touch today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 o.nash at cs.ucc.ie  Tue Oct 23 09:56:39 2007
From: o.nash at cs.ucc.ie (o.nash at cs.ucc.ie)
Date: Tue, 23 Oct 2007 14:56:39 +0100 (CET)
Subject: [rt-users] RT 3.6.3 default queue setting and quick ticket creation
Message-ID: <Pine.LNX.4.64.0710231448210.14290@redwood>

We are fairly new users of RT and have not tried much customization yet.
The 2 default queues General and External are all we use.

2 things bothering me:-
1) the default queue setting can't find it.
2) 'Quick ticket creation' OR 'new ticket'

These are related since we just have 2 queues.
but when we use either of the methods 1) or 2) above to created a ticket 
they alwas default into the External queue.

How do we change this?

I have seen a web pages about a patch to do this, is this really 
necessary?

thanks
Oliver


--
Oliver Nash
Computer Systems Support Group
Department of Computer Science
University College Cork
Ireland
EMAIL:o.nash at cs.ucc.ie
PHONE:+35321 4902972



From dlamers at elcan.com  Tue Oct 23 10:30:14 2007
From: dlamers at elcan.com (Lamers, Dan)
Date: Tue, 23 Oct 2007 10:30:14 -0400
Subject: [rt-users] Problem with RT::Logger
Message-ID: <DFAE69112DC03243849AAE26A27E2B0401ED50CC@emexch004002.elcan.com>

I have solved this problem by adding the following line to my
CurrentUser_Local.pm

 

Package RT::Interface::Web;

 

I still don't understand why it worked before without the added line?
Perhaps this is related to the 3.6.4 to 3.6.5 upgrade?

 

Hopefully this will help anyone else who runs into similar issues running
CurrentUser_Local.pm ldap overlay.

 

Dan

 

   _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lamers, Dan
Sent: Monday, October 22, 2007 3:38 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Problem with RT::Logger

 

I had a working RT system up until this morning when it appears that
RT::Logger stopped functioning.  Last week I upgraded from 3.6.4 to 3.6.5
and everything appeared to work fine.  I shutdown the system for the weekend
and this morning I'm receiving a "500 Internal Server Error" when trying to
logon.  

 

My apache2/errorlog entry is:
  Can't call method "debug" on an undefined value at
/opt/rt3/local/lib/RT/CurrentUser_Local.pm line 59

 

The relevant perl line is"

  $RT::Logger->debug( "CreateFromExternalUserInfo: entered with args: ",
@lookupargs, "\n");

 

 

If I comment this line from the program, it proceeds to fail on the next
RT::Logger statement including RT::Logger->info calls.  If I comment out all
of the RT::Logger calls from this program, the system appears to function
normally.  

 

Any help would be greatly appreciated!

 

Thanks,

Dan



DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee. Access to this
message by anyone else is unauthorized. If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful. Please immediately contact the sender if you have received this
message in error. Thank you. 





DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee.  Access to this
message by anyone else is unauthorized.  If you are not the intended
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From wcyoung at buffalo.edu  Tue Oct 23 09:33:17 2007
From: wcyoung at buffalo.edu (Wes Young)
Date: Tue, 23 Oct 2007 09:33:17 -0400
Subject: [rt-users] LimitCustomField
Message-ID: <1193146397.8428.9.camel@pong>

Hi all,

I'm working on some code for RTIR and dealing heavily with CF's.

I'm trying to build the following package:

====

package RT::Search::TicketHistoryByAddress;

use strict;
use base qw(RT::Search::Generic);

use constant QUEUE	=> 'Incidents';
use constant CF		=> 'ARS_IP';
use constant LIMIT	=> 7;

sub Prepare  {
	my $self = shift;

	my $address = $self->Argument();

	$self->TicketsObj->LimitQueue(VALUE => QUEUE());
	$self->TicketsObj->LimitCustomField(
		CUSTOMFIELD	=> CF(),
		OPERATOR	=> 'LIKE',
		VALUE		=> $address,
	);

	return(1);
}

1;

====

I'm trying to test it with the rt-cron tool (it's just easier that way).
When given the command:

$ bin/rt-crontool --search RT::Search::TicketHistoryByAddress
--search-arg 128.205.xxx.xxx --action RT::Action::EscalatePriority
--action-arg 99 --verbose

I get the following error:

[Tue Oct 23 13:18:42 2007] [crit]: RT::CustomField::Queue Unimplemented
in RT::Tickets. (/opt/rt3/lib/RT/Tickets_Overlay.pm line 2470)
(/opt/rt3/lib/RT.pm:342)
RT::CustomField::Queue Unimplemented in RT::Tickets.
(/opt/rt3/lib/RT/Tickets_Overlay.pm line 2470) 

I've used various flavors of this code, and anytime I try to call
LimitCustomField, I get this error...

I've been looking everywhere (including the RT Essentials book) for
something to explain this. I've been poking around Tickets.pm,
Tickets_Overlay.pm, etc... Just wanted to see if I was missing something
dumb before I started down a black hole....

Currently using RT v3.7.13 on Perl 5.8.8
-- 
Wes Young
Network Security Analyst
University at Buffalo
 -----------------------------------------------
| my OpenID:        | http://tinyurl.com/2zu2d3 |
 -----------------------------------------------



From torsten.brumm at Kuehne-Nagel.com  Tue Oct 23 11:40:14 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Tue, 23 Oct 2007 17:40:14 +0200
Subject: [rt-users] RT 3.6.5 Changes at Approval mechanism?
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394B0C686@w3hamboex11.ger.win.int.kn>

Hi RT Users, Bestpractical,

After successfuly migration to RT 3.6.5 (from 3.6.3) we figured out,
that the Approval function (create a approval) must be changed.

Until our migration we created approval tickets in this way (from wiki)

OnCreate -> CreateTicket -> Template: Approval

Approval Template:

===Create-Ticket: SYSTEM
Subject: Approval for ticket: {$Tickets{"TOP"}->Id} -
{$Tickets{"TOP"}->Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}->Id()}
Queue: APPROVAL-KN.DE.CR.GENERAL 
Type: approval
Requestor: {$Tickets{'TOP'}->RequestorAddresses()}
AdminCC: {
   my $group_name  = 'APPROVAL-KN.DE.CR.GENERAL';
   my $groups      = RT::Groups->new( $RT::SystemUser );

   $groups->LimitToUserDefinedGroups();
   $groups->Limit(
         'FIELD'    => 'Name',
         'OPERATOR' => '=',
         'VALUE'    => $group_name );
   $groups->First->Id;
}
Content-Type: text/plain
Content: Your approval is requested for the ticket
{$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject}

{$Transaction->Content('TOP')}
ENDOFCONTENT

--

This worked well until we migrated.

Now we get the following error (from rt3.log):

Subject: Approval for system change: {$Tickets{"TOP"}->Id} -
{$Tickets{"TOP"}->Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}->Id()}
Queue: APPROVAL-KN.DE.CR.SYSTEM
Type: approval
Requestor: {$Tickets{'TOP'}->RequestorAddresses()}
AdminCC: {
   my $group_name  = 'APPROVAL-KN.DE.CR.SYSTEM';
   my $groups      = RT::Groups->new( $RT::SystemUser );

   $groups->LimitToUserDefinedGroups();
   $groups->Limit(
         'FIELD'    => 'Name',
         'OPERATOR' => '=',
         'VALUE'    => $group_name );
   $groups->First->Id;
}
Content-Type: text/plain
Content: Your approval is requested for the ticket
{$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject}

{$Transaction->Content('TOP')}
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881)
[Tue Oct 23 15:32:57 2007] [debug]: Workflow: yielding
Subject: Approval for system change: 833392 - TEST
Depended-On-By: TOP
Refers-To: 833392
Queue: APPROVAL-KN.DE.CR.SYSTEM
Type: approval
Requestor: user.name at kuehne-nagel.com
AdminCC: 3342710
Content-Type: text/plain
Content: Your approval is requested for the ticket 833392: TEST

Can't call method "Content" on an undefined value at template line 21.

Stack:
  [template:21]
  [/opt/rt3/lib/RT/Action/CreateTickets.pm:895]
  [/opt/rt3/lib/RT/Action/CreateTickets.pm:594]
  [/opt/rt3/lib/RT/Action/CreateTickets.pm:531]
  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:242]
  [/opt/rt3/local/lib/RT/Scrip_Overlay.pm:522]
  [/opt/rt3/lib/RT/Scrips_Overlay.pm:195]
  [/opt/rt3/lib/RT/Transaction_Overlay.pm:181]
  [/opt/rt3/lib/RT/Record.pm:1461]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:746]
  [/opt/rt3/lib/RT/Interface/Web.pm:461]
  [/opt/rt3/local/html/Ticket/Display.html:71]
  [/opt/rt3/local/html/Ticket/Create.html:353]
  [/opt/rt3/share/html/autohandler:291]

ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897)
[Tue Oct 23 15:32:57 2007] [error]: Ticket creation failed: Can't call
method "Content" on an undefined value at template line 21.

Stack:
  [template:21]
  [/opt/rt3/lib/RT/Action/CreateTickets.pm:895]
  [/opt/rt3/lib/RT/Action/CreateTickets.pm:594]
  [/opt/rt3/lib/RT/Action/CreateTickets.pm:531]
  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:242]
  [/opt/rt3/local/lib/RT/Scrip_Overlay.pm:522]
  [/opt/rt3/lib/RT/Scrips_Overlay.pm:195]
  [/opt/rt3/lib/RT/Transaction_Overlay.pm:181]
  [/opt/rt3/lib/RT/Record.pm:1461]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:746]
  [/opt/rt3/lib/RT/Interface/Web.pm:461]
  [/opt/rt3/local/html/Ticket/Display.html:71]
  [/opt/rt3/local/html/Ticket/Create.html:353]
  [/opt/rt3/share/html/autohandler:291]
(/opt/rt3/lib/RT/Action/CreateTickets.pm:900)

--end

Is this a know error? Or are there some changes? This is a real NO GO
Situation to switch back.

Torsten


From mgoh at lle.rochester.edu  Tue Oct 23 11:47:57 2007
From: mgoh at lle.rochester.edu (Matthew Goheen)
Date: Tue, 23 Oct 2007 11:47:57 -0400
Subject: [rt-users] Strange custom field performance issue after upgrading
	to RT 3.6.4
In-Reply-To: <6A76462D-C7E7-4541-9678-4F8467B1C472@bestpractical.com>
References: <032a01c81574$8f0ca7a0$2a2a9780@lle.rochester.edu>
	<6A76462D-C7E7-4541-9678-4F8467B1C472@bestpractical.com>
Message-ID: <003c01c8158c$15cc89b0$2a2a9780@lle.rochester.edu>

> Have you done a "FULL VACUUM ANALYZE" recently? It looks like the  
> statistics engine is...confused. That's the best way to reset it.

I didn't think that would help as the data was just imported a week ago, and
almost nothing has been done to the database since.

However, this morning I tried upgrading to the latest Postgres (8.2.5) and
that totally fixed the problem.  I will try going back to the old database
just to ensure that the "FULL VACUUM ANALYZE" will NOT fix it, but at this
point I'm fairly certain there must have been some sort of database issue
in the Postgres that ships with RHEL5.

I'll send a follow-up with the final result of that test.

	- Matt



From mgoh at lle.rochester.edu  Tue Oct 23 11:56:44 2007
From: mgoh at lle.rochester.edu (Matthew Goheen)
Date: Tue, 23 Oct 2007 11:56:44 -0400
Subject: [rt-users] Strange custom field performance issue after upgrading
	to RT 3.6.4
References: <032a01c81574$8f0ca7a0$2a2a9780@lle.rochester.edu>
	<6A76462D-C7E7-4541-9678-4F8467B1C472@bestpractical.com> 
Message-ID: <004601c8158d$4fe79c10$2a2a9780@lle.rochester.edu>

Well, I take that back -- I guess I should have tried the "vacuum full analyze"
first, as that ALSO fixed the problem in the original (RHEL5 Postgres) database.

I guess I'll go back to the old database version.

I don't know why the NEW Postgres could import the data just fine and work
well whereas the old version had problems...

	- Matt

> -----Original Message-----
> From: Matthew Goheen [mailto:mgoh at lle.rochester.edu] 
> Sent: Tuesday, October 23, 2007 11:48 AM
> To: 'Jesse Vincent'
> Cc: 'rt-users at lists.bestpractical.com'
> Subject: RE: [rt-users] Strange custom field performance 
> issue after upgrading to RT 3.6.4
> 
> > Have you done a "FULL VACUUM ANALYZE" recently? It looks like the  
> > statistics engine is...confused. That's the best way to reset it.
> 
> I didn't think that would help as the data was just imported a week ago, and
> almost nothing has been done to the database since.
> 
> However, this morning I tried upgrading to the latest Postgres (8.2.5) and
> that totally fixed the problem.  I will try going back to the old database
> just to ensure that the "FULL VACUUM ANALYZE" will NOT fix it, but at this
> point I'm fairly certain there must have been some sort of database issue
> in the Postgres that ships with RHEL5.
> 
> I'll send a follow-up with the final result of that test.
> 
> 	- Matt



From erikerik at gmail.com  Tue Oct 23 12:41:40 2007
From: erikerik at gmail.com (Erik Anderson)
Date: Tue, 23 Oct 2007 11:41:40 -0500
Subject: [rt-users] Two questions regarding an upgrade installation
Message-ID: <fc40260f0710230941r43e3ee8r59d254132d5d7e44@mail.gmail.com>

All - we've been running on an install of rt-3.2.0 for several years
now and I've decided it's time to upgrade.  I have two questions so
far:

1. I've installed rt-3.6.5 on a different server and have initialized
the db.  I can get to the login page of RT and can login with the
default root user and password.  However, when I click on any of the
links in RT, I'm sent back to the login screen.

After logging in, I can see that RT sets a cookie as well as inserting
a matching row into the sessions table. My DB is mysql-5.0.42, and I'm
running on apache-2.0.58/mod_perl2

2. After resolving the above issue, what's the best way to bring my
old rt database over. Ideally, I'd like to run a mysqldump of the old
database and import it into the new server.  At that point, I'd
imagine I'd need to run some sort of db schema update script, correct?
 I didn't see anything obvious in the wiki about this.

Thank you
-Erik

-- 
Erik Anderson
http://andersonfam.org


From alisond at inf.ed.ac.uk  Tue Oct 23 12:34:55 2007
From: alisond at inf.ed.ac.uk (Alison Downie)
Date: Tue, 23 Oct 2007 17:34:55 +0100 (BST)
Subject: [rt-users] Unable to load a valid user. 
In-Reply-To: <E7ABF95661A337488ECCB8A1CF7172780D88F692A5@Pomegranate.prosum.com>
References: <E7ABF95661A337488ECCB8A1CF7172780D88F692A5@Pomegranate.prosum.com>
Message-ID: <Pine.LNX.4.64.0710231733001.15017@bambam.inf.ed.ac.uk>


I've encountered a similar problem but I notice that in the log, it looks 
as though it has no value for 'queue'. Anyone got any ideas?

[Tue Oct 23 11:44:40 2007] [crit]: HasRight called with no valid object 
(/opt/rt/lib/RT/Principal_Overlay.pm:321)
[Tue Oct 23 11:44:40 2007] [crit]: HasRight called with no valid object 
(/opt/rt/lib/RT/Principal_Overlay.pm:321)
[Tue Oct 23 11:44:40 2007] [error]: RT could not load a valid user, and 
RT's configuration does not allow
for the creation of a new user for this email (foo at bar.com).

You might need to grant 'Everyone' the right 'ReplyToTicket' for the
queue . (/opt/rt/lib/RT/Interface/Email.pm:241)

      ^^^

(Note the missing queue!)

Alison

On Thu, 11 Oct 2007, Deepika Bhatia wrote:

> We are in the process of upgrading from 3.4.2 to 3.6.2. We are also moving the database from mySQL to ORACLE at the same time. While doing the testing, we ran into this problem.  While creating a new ticket via email, we receive the following Error.
>
>
> "RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (xxx at xxx.com<mailto:xxx at xxx.com>).
>
>
>
> You might need to grant 'Everyone' the right 'CreateTicket' for the queue CSG General."
>
>
>
> We have checked the rights for the "Everyone" group and the "CreateTicket" right exists on the "CSG General" queue. I have checked the Email Aliases also and there is no issue there.
>
>
>
> Email Aliases Setup
> csg: "|/etc/smrsh/rt-mailgate --queue 'CSG General' --action correspond --url http://localhost/"
> mnsnet: "|/etc/smrsh/rt-mailgate --queue 'mnsnet' --action correspond --url http://localhost/"
>
>
>
> There is no LDAP authentication setup done. Any ideas on what could be the issue here?
>
>
>
> Thanks!
>
> Deepika.
>
>

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

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


From crpatter at ci.grand-rapids.mi.us  Tue Oct 23 13:22:09 2007
From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig)
Date: Tue, 23 Oct 2007 13:22:09 -0400
Subject: [rt-users] Two questions regarding an upgrade installation
In-Reply-To: <fc40260f0710230941r43e3ee8r59d254132d5d7e44@mail.gmail.com>
References: <fc40260f0710230941r43e3ee8r59d254132d5d7e44@mail.gmail.com>
Message-ID: <B91A344EF1E1C645B0319809F04BD71601981221@C201MSGC0206.grand-rapids.mi.us>

Check out the README that is included with the rt tar.  

Basically you need to...
1.  cd into the directory that you unpacked the rtX.X.X.tar into(not the
folder you installed rt into).  

2. ls the etc/upgrade folder.  

3.  For each folder higher than your current version
      {rt-home}/sbin/rt-setup-database --action schema --datadir
etc/upgrade/[version] --dba rt --dba-password *****

      {rt-home}/sbin/rt-setup-database --action acl  --datadir
etc/upgrade/[version] --dba rt --dba-password *****

      {rt-home}/sbin/rt-setup-database --action insert --datadir
etc/upgrade/[version] --dba rt --dba-password ******

Depending on what variables to set in your RT_SiteConfig, you'll have to
set different options in the above commands.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Erik
Anderson
Sent: Tuesday, October 23, 2007 12:42 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Two questions regarding an upgrade installation

All - we've been running on an install of rt-3.2.0 for several years
now and I've decided it's time to upgrade.  I have two questions so
far:

1. I've installed rt-3.6.5 on a different server and have initialized
the db.  I can get to the login page of RT and can login with the
default root user and password.  However, when I click on any of the
links in RT, I'm sent back to the login screen.

After logging in, I can see that RT sets a cookie as well as inserting
a matching row into the sessions table. My DB is mysql-5.0.42, and I'm
running on apache-2.0.58/mod_perl2

2. After resolving the above issue, what's the best way to bring my
old rt database over. Ideally, I'd like to run a mysqldump of the old
database and import it into the new server.  At that point, I'd
imagine I'd need to run some sort of db schema update script, correct?
 I didn't see anything obvious in the wiki about this.

Thank you
-Erik

-- 
Erik Anderson
http://andersonfam.org
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we'll
take
up to 20 percent off the price. This sale won't last long, so get in
touch today. 
    Email us at sales at bestpractical.com or call us at +1 617 812 0745.


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


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


From KFCrocker at lbl.gov  Tue Oct 23 13:37:05 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 23 Oct 2007 10:37:05 -0700
Subject: [rt-users] RT tickets resolved and tickets unowned list problem
In-Reply-To: <335868.43313.qm@web31912.mail.mud.yahoo.com>
References: <335868.43313.qm@web31912.mail.mud.yahoo.com>
Message-ID: <471E3141.7090504@lbl.gov>

DSA,


	We have RT 3.4.5 and have set or privileges to not allow just "any" 
privileged user to see tickets they have no relation to and do not have 
this problem. The modification of your code seems a bit of over kill 
when the result you seem to be looking for can be accomplished with more 
specific allocation of rights. What do you have for your global and 
queue rights for systems groups, roles, groups, and users? Perhaps we 
can simplify this.


Kenn
LBNL

On 10/22/2007 1:53 AM, dsa sadf wrote:
> Hi everyone,
> 
> I am using RT 3.4.5, running on a CentOS box. I was trying to restrict 
> some privileged users from seeing tickets on queues they weren't allowed 
> to. I managed to do that but in the process caused the 'Top 10 Resolved 
> tickets' and 'Top 10 Unowned tickets' lists to display inaccurate 
> tickets. For example, the 'Top 10 Resolved tickets' list shows some 
> unowned and new tickets and the 'Top 10 Unowned tickets' list shows some 
> resolved tickets.
> 
> I had added the following code to my 'MyRequests' file in order to 
> restrict queue access for that user:
> 
> my $Queues = RT::Queues->new($session{'CurrentUser'});
> $Queues->UnLimit();
> my $myQueues = "";
> while (my $queue = $Queues->Next) {
>        next unless ($queue->CurrentUserHasRight('ShowTicket'));
>        $myQueues .= " OR Queue = '" . $queue->Name . "'";
> }
> $myQueues =~ s/^ OR //g;
> 
> 
> my $Query = "Owner = 'Nobody' AND $myQueues AND ( Status = 'new' OR 
> Status = 'open')";
> 
> and for the 'MyResolved' file, the same code except for the last line 
> which reads:
> 
> my $Query = "Owner = 'Nobody' AND $myQueues AND ( Status = 'resolved)";
> 
> 
> Could anyone help me identify what the problem could be?
> 
> 
> Regards,
> 
> Raj
> 
> __________________________________________________
> 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


From erikerik at gmail.com  Tue Oct 23 13:46:41 2007
From: erikerik at gmail.com (Erik Anderson)
Date: Tue, 23 Oct 2007 12:46:41 -0500
Subject: [rt-users] Two questions regarding an upgrade installation
In-Reply-To: <B91A344EF1E1C645B0319809F04BD71601981221@C201MSGC0206.grand-rapids.mi.us>
References: <fc40260f0710230941r43e3ee8r59d254132d5d7e44@mail.gmail.com>
	<B91A344EF1E1C645B0319809F04BD71601981221@C201MSGC0206.grand-rapids.mi.us>
Message-ID: <fc40260f0710231046i53c391d0ifcf1948aef369232@mail.gmail.com>

Thanks Craig - that worked perfectly.  I should have looked around a
bit more before posting.

Anyway - does anyone have any clue as to my login session problem?

-erik

On 10/23/07, Patterson, Craig <crpatter at ci.grand-rapids.mi.us> wrote:
> Check out the README that is included with the rt tar.
>
> Basically you need to...
> 1.  cd into the directory that you unpacked the rtX.X.X.tar into(not the
> folder you installed rt into).
>
> 2. ls the etc/upgrade folder.
>
> 3.  For each folder higher than your current version
>       {rt-home}/sbin/rt-setup-database --action schema --datadir
> etc/upgrade/[version] --dba rt --dba-password *****
>
>       {rt-home}/sbin/rt-setup-database --action acl  --datadir
> etc/upgrade/[version] --dba rt --dba-password *****
>
>       {rt-home}/sbin/rt-setup-database --action insert --datadir
> etc/upgrade/[version] --dba rt --dba-password ******
>
> Depending on what variables to set in your RT_SiteConfig, you'll have to
> set different options in the above commands.
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Erik
> Anderson
> Sent: Tuesday, October 23, 2007 12:42 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Two questions regarding an upgrade installation
>
> All - we've been running on an install of rt-3.2.0 for several years
> now and I've decided it's time to upgrade.  I have two questions so
> far:
>
> 1. I've installed rt-3.6.5 on a different server and have initialized
> the db.  I can get to the login page of RT and can login with the
> default root user and password.  However, when I click on any of the
> links in RT, I'm sent back to the login screen.
>
> After logging in, I can see that RT sets a cookie as well as inserting
> a matching row into the sessions table. My DB is mysql-5.0.42, and I'm
> running on apache-2.0.58/mod_perl2
>
> 2. After resolving the above issue, what's the best way to bring my
> old rt database over. Ideally, I'd like to run a mysqldump of the old
> database and import it into the new server.  At that point, I'd
> imagine I'd need to run some sort of db schema update script, correct?
>  I didn't see anything obvious in the wiki about this.
>
> Thank you
> -Erik
>
> --
> Erik Anderson
> http://andersonfam.org
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll
> take
> up to 20 percent off the price. This sale won't last long, so get in
> touch today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Erik Anderson
http://andersonfam.org


From erikerik at gmail.com  Tue Oct 23 13:58:51 2007
From: erikerik at gmail.com (Erik Anderson)
Date: Tue, 23 Oct 2007 12:58:51 -0500
Subject: [rt-users] Two questions regarding an upgrade installation
In-Reply-To: <fc40260f0710231046i53c391d0ifcf1948aef369232@mail.gmail.com>
References: <fc40260f0710230941r43e3ee8r59d254132d5d7e44@mail.gmail.com>
	<B91A344EF1E1C645B0319809F04BD71601981221@C201MSGC0206.grand-rapids.mi.us>
	<fc40260f0710231046i53c391d0ifcf1948aef369232@mail.gmail.com>
Message-ID: <fc40260f0710231058w592eb9c4icd97313e1b759a53@mail.gmail.com>

On 10/23/07, Erik Anderson <erikerik at gmail.com> wrote:
> Thanks Craig - that worked perfectly.  I should have looked around a
> bit more before posting.
>
> Anyway - does anyone have any clue as to my login session problem?

This has been resolved - there was a little snippet at the bottom of
one of the wiki pages:

---
A table structure issue: take a look at the "sessions" table in the RT
database. There should be a column named "a_session". This column must
have the type "longblob" not "longtext". Also note that if there are
any records in the table, the entire table should be emptied (either
before or after making the change), otherwise the problem will
persist.
---

I changed the a_session column type to LONGBLOB and the problem went away.

Thanks!
-erik


From o.nash at cs.ucc.ie  Tue Oct 23 16:51:07 2007
From: o.nash at cs.ucc.ie (o.nash at cs.ucc.ie)
Date: Tue, 23 Oct 2007 21:51:07 +0100 (CET)
Subject: [rt-users] RT 3.6.3 default queue setting and quick ticket
	creation
In-Reply-To: <Pine.LNX.4.64.0710231448210.14290@redwood>
References: <Pine.LNX.4.64.0710231448210.14290@redwood>
Message-ID: <Pine.LNX.4.64.0710232145550.14721@redwood>

To suggest one answer to my own question 2)
Dane Rapaport in a previous post gave this:
His version was slightly different prob using an older version of RT.
I did similar kludge!! ;)
make backup copy of Queues_Overlay.pm in lib/RT
edit around line 80
   # By default, order by name
   $self->OrderBy( ALIAS => 'main',
                   FIELD => 'Name',
                   ORDER => 'DES');
Change order to DES as above and restart apache.

--


On Tue, 23 Oct 2007, o.nash at cs.ucc.ie wrote:

> We are fairly new users of RT and have not tried much customization yet.
> The 2 default queues General and External are all we use.
>
> 2 things bothering me:-
> 1) the default queue setting can't find it.
> 2) 'Quick ticket creation' OR 'new ticket'
>
> These are related since we just have 2 queues.
> but when we use either of the methods 1) or 2) above to created a ticket they 
> alwas default into the External queue.
>
> How do we change this?
>
> I have seen a web pages about a patch to do this, is this really necessary?
>
> thanks
> Oliver
>
>
> --
> Oliver Nash
> Computer Systems Support Group
> Department of Computer Science
> University College Cork
> Ireland
> EMAIL:o.nash at cs.ucc.ie
> PHONE:+35321 4902972
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch 
> today.    Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a 
> copy at http://rtbook.bestpractical.com
>

--
Oliver Nash
Computer Systems Support Group
Department of Computer Science
University College Cork
Ireland
EMAIL:o.nash at cs.ucc.ie
PHONE:+35321 4902972



From ribzer at gmail.com  Tue Oct 23 18:11:41 2007
From: ribzer at gmail.com (Paul)
Date: Wed, 24 Oct 2007 00:11:41 +0200
Subject: [rt-users] Rt-mailgate server error weirdness
Message-ID: <7f7030ad0710231511o2154d241w402e1ec6bfab3de2@mail.gmail.com>

Hi There

I'm relatively new to RT but so far it's proven to be a very useful tool! I
am having a slight problem after setting it up on a new server/upgrading to
RT 3.6, specifically where my Exim setup tries to deliver messages to RT
queues.

My current setup details:

Debian etch
Apache 2
Mysql 5.0.32
Exim 4
RT 3.6

The frontend is 100 % operational, and outbound RT responses are sent
succesfully. But I'm struggling to find an answer for what happens below.
The following is an extract of my exim log file:

2007-10-23 22:24:46 1IjryT-0003tY-4j == |/usr/local/rt3/bin/rt-mailgate
--queue "Administration" --action correspond --url http://localhost/ <
admin at domain.com> R=rt_correspond T=address_pipe defer (0): Child process of
address_pipe transport returned 75 (could mean temporary error) from
command: /usr/local/rt3/bin/rt-mailgate

This led me to try and run the command being used manually, but the output
as you can see below isn't really a direct error and confusing me :P



rt-server:/home/paul# cat ./mail.msg | /usr/local/rt3/bin/rt-mailgate
--queue "Administration" --action correspond --url http://localhost/
RT server error.

The RT server which handled your email did not behave as expected. It
said:

%# BEGIN BPS TAGGED BLOCK {{{
%#
%# COPYRIGHT:
%#
%# This software is Copyright (c) 1996-2007 Best Practical Solutions, LLC
%#                                          <jesse at bestpractical.com>
%#
%# (Except where explicitly superseded by other copyright notices)
%#
%#
%# LICENSE:
%#
%# This work is made available to you under the terms of Version 2 of
%# the GNU General Public License. A copy of that license should have
%# been provided with this software, but in any event can be snarfed
%# from www.gnu.org.
%#
%# This work is distributed in the hope that it will be useful, but
%# WITHOUT ANY WARRANTY; without even the implied warranty of
%# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.  See the GNU
%# General Public License for more details.
%#
%# You should have received a copy of the GNU General Public License
%# along with this program; if not, write to the Free Software
%# Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA
%# 02110-1301 or visit their web page on the internet at
%# http://www.gnu.org/copyleft/gpl.html.
%#
%#
%# CONTRIBUTION SUBMISSION POLICY:
%#
%# (The following paragraph is not intended to limit the rights granted
%# to you to modify and distribute this software under the terms of
%# the GNU General Public License and is only of importance to you if
%# you choose to contribute your changes and enhancements to the
%# community by submitting them to Best Practical Solutions, LLC.)
%#
%# By intentionally submitting any modifications, corrections or
%# derivatives to this work, or any other work intended for use with
%# Request Tracker, to Best Practical Solutions, LLC, you confirm that
%# you are the copyright holder for those contributions and you grant
%# Best Practical Solutions,  LLC a nonexclusive, worldwide, irrevocable,
%# royalty-free, perpetual, license to use, copy, create derivative
%# works based on those contributions, and sublicense and distribute
%# those contributions and any derivatives thereof.
%#
%# END BPS TAGGED BLOCK }}}
<%flags>
inherit => undef # inhibit UTF8 conversion done in /autohandler
</%flags>
<%ARGS>
$queue => 1
$action => "correspond"
$ticket => undef
</%ARGS>
<%init>
$m->comp('/Elements/Callback', _CallbackName => 'Pre', %ARGS);
use RT::Interface::Email ();    # It's an exporter, but we don't care
$r->content_type('text/plain; charset=utf-8');
$m->error_format('text');
my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway( \%ARGS );
if ( $status == 1 ) {
  $m->out('ok');
  if ( $Ticket->Id ) {
    $m->out( 'Ticket: '  . ($Ticket->Id             || '') );
    $m->out( 'Queue: '   . ($Ticket->QueueObj->Name || '') );
    $m->out( 'Owner: '   . ($Ticket->OwnerObj->Name || '') );
    $m->out( 'Status: '  . ($Ticket->Status         || '') );
    $m->out( 'Subject: ' . ($Ticket->Subject        || '') );
    $m->out(
      'Requestor: ' . ($Ticket->Requestors->MemberEmailAddressesAsString ||
'') );
  }
}
else {
  $RT::Logger->error( "Could not record email: " . $error );
  if ( $status == -75 ) {
    $m->out( "temporary failure - " . $error );
  }
  else {
    $m->out( 'not ok - ' . $error );
  }
}
$m->abort();
</%init>

rt-server:/home/paul#




As you can see there's no real "error" to look for. I've been googling
forever trying to find a answer, but every case i've looked at least has
some kind of proper error to more or less identify the issue.
"/usr/local/rt3/bin/rt-mailgate"  has execute permissions, and the shebang's
are also correct (#!/usr/bin/perl -w).

I hope someone can point me in the right direction :)

Thanks
Paul
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From d.hill at yournetplus.com  Tue Oct 23 18:51:32 2007
From: d.hill at yournetplus.com (Duane Hill)
Date: Tue, 23 Oct 2007 22:51:32 +0000
Subject: [rt-users] Can't locate object method "tmp_recycling"
Message-ID: <20071023225132.185e99e3@duane.dbq.yournetplus.com>


I'm setting up RT v3.6.4 on FreeBSD 6.2 using Postfix v2.4.6 as the
MTA. MIME-tools-5.423 is installed as well. I attempted to send a
message to the email address I have aliased per the instructions in
the README file. However, I am getting the following as an error:

RT server error.  The RT server which handled your email did not behave
as expected. It said:  Can't locate object method "tmp_recycling" via
package "MIME::Parser" at /usr/local/rt3/lib/RT/EmailParser.pm line
618.  Stack:   [/usr/local/rt3/lib/RT/EmailParser.pm:618]
[/usr/local/rt3/lib/RT/EmailParser.pm:227]
[/usr/local/rt3/lib/RT/EmailParser.pm:179]
[/usr/local/rt3/lib/RT/EmailParser.pm:139]
[/usr/local/rt3/lib/RT/Interface/Email.pm:549]
[/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61])

Can someone shed some light on what may be going on?

------
  _|_
 (_| |


From ruz at bestpractical.com  Tue Oct 23 20:11:17 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 24 Oct 2007 04:11:17 +0400
Subject: [rt-users] Can't locate object method "tmp_recycling"
In-Reply-To: <20071023225132.185e99e3@duane.dbq.yournetplus.com>
References: <20071023225132.185e99e3@duane.dbq.yournetplus.com>
Message-ID: <589c94400710231711l450192c7s3a248a29199e894b@mail.gmail.com>

either upgrade to RT 3.6.5 or downgrade MIME::Entity to version 5.420

On 10/24/07, Duane Hill <d.hill at yournetplus.com> wrote:
>
> I'm setting up RT v3.6.4 on FreeBSD 6.2 using Postfix v2.4.6 as the
> MTA. MIME-tools-5.423 is installed as well. I attempted to send a
> message to the email address I have aliased per the instructions in
> the README file. However, I am getting the following as an error:
>
> RT server error.  The RT server which handled your email did not behave
> as expected. It said:  Can't locate object method "tmp_recycling" via
> package "MIME::Parser" at /usr/local/rt3/lib/RT/EmailParser.pm line
> 618.  Stack:   [/usr/local/rt3/lib/RT/EmailParser.pm:618]
> [/usr/local/rt3/lib/RT/EmailParser.pm:227]
> [/usr/local/rt3/lib/RT/EmailParser.pm:179]
> [/usr/local/rt3/lib/RT/EmailParser.pm:139]
> [/usr/local/rt3/lib/RT/Interface/Email.pm:549]
> [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61])
>
> Can someone shed some light on what may be going on?
>
> ------
>   _|_
>  (_| |
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 d.hill at yournetplus.com  Tue Oct 23 20:27:31 2007
From: d.hill at yournetplus.com (Duane Hill)
Date: Wed, 24 Oct 2007 00:27:31 +0000
Subject: [rt-users] Can't locate object method "tmp_recycling"
In-Reply-To: <589c94400710231711l450192c7s3a248a29199e894b@mail.gmail.com>
References: <20071023225132.185e99e3@duane.dbq.yournetplus.com>
	<589c94400710231711l450192c7s3a248a29199e894b@mail.gmail.com>
Message-ID: <20071024002731.6940343c@duane.dbq.yournetplus.com>

On Wed, 24 Oct 2007 04:11:17 +0400
"Ruslan Zakirov" <ruz at bestpractical.com> confabulated:

> either upgrade to RT 3.6.5 or downgrade MIME::Entity to version 5.420

Thanks for the response. I've sent message to the port maintainer for
FreeBSD and an awaiting a response.

I did find references to a patch that went out sometime in 2004.
However. that is included in the 3.6.4 install. So, something must have
changed between.

------
  _|_
 (_| |


From mwestfall at factory7.com  Tue Oct 23 23:38:08 2007
From: mwestfall at factory7.com (Matt Westfall)
Date: Tue, 23 Oct 2007 23:38:08 -0400
Subject: [rt-users] Customizing Appearance of RT :(
Message-ID: <471EBE20.8070909@factory7.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I have edited the heck out of the files in

/opt/rt3/share/html/NoAuth/css/3.5-default

But can't get the css style changes to take.

Any advice?

Thanks,
Matt
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.7 (MingW32)

iD8DBQFHHr4gb/8X6V5MpAURAqoSAKCrfnSebRejN89rMwyG8+z3xAeXJgCeOQa1
roYMIwLS6KitUFKrj8Y/wXQ=
=B70M
-----END PGP SIGNATURE-----


From torsten.brumm at googlemail.com  Wed Oct 24 03:32:34 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 24 Oct 2007 09:32:34 +0200
Subject: [rt-users] Customizing Appearance of RT :(
In-Reply-To: <471EBE20.8070909@factory7.com>
References: <471EBE20.8070909@factory7.com>
Message-ID: <bdbd084b0710240032p4e993bd6hbb6a50364cd08625@mail.gmail.com>

Cleaned the mason cache? restarted the webserver?

2007/10/24, Matt Westfall <mwestfall at factory7.com>:
>
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> I have edited the heck out of the files in
>
> /opt/rt3/share/html/NoAuth/css/3.5-default
>
> But can't get the css style changes to take.
>
> Any advice?
>
> Thanks,
> Matt
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.7 (MingW32)
>
> iD8DBQFHHr4gb/8X6V5MpAURAqoSAKCrfnSebRejN89rMwyG8+z3xAeXJgCeOQa1
> roYMIwLS6KitUFKrj8Y/wXQ=
> =B70M
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll
> take
> up to 20 percent off the price. This sale won't last long, so get in touch
> today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 crpatter at ci.grand-rapids.mi.us  Wed Oct 24 07:51:32 2007
From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig)
Date: Wed, 24 Oct 2007 07:51:32 -0400
Subject: [rt-users] Customizing Appearance of RT :(
In-Reply-To: <471EBE20.8070909@factory7.com>
References: <471EBE20.8070909@factory7.com>
Message-ID: <B91A344EF1E1C645B0319809F04BD71601981646@C201MSGC0206.grand-rapids.mi.us>

Matt,

Did you by chance set your RT_SiteConfig to use 3.4-compat
ie, Set($WebDefaultStylesheet, '3.4-compat');

If not, I've only needed to restart httpd when I've edited the css file
to see the changes.

Craig
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt
Westfall
Sent: Tuesday, October 23, 2007 11:38 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Customizing Appearance of RT :(

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I have edited the heck out of the files in

/opt/rt3/share/html/NoAuth/css/3.5-default

But can't get the css style changes to take.

Any advice?

Thanks,
Matt
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.7 (MingW32)

iD8DBQFHHr4gb/8X6V5MpAURAqoSAKCrfnSebRejN89rMwyG8+z3xAeXJgCeOQa1
roYMIwLS6KitUFKrj8Y/wXQ=
=B70M
-----END PGP SIGNATURE-----
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we'll
take
up to 20 percent off the price. This sale won't last long, so get in
touch today. 
    Email us at sales at bestpractical.com or call us at +1 617 812 0745.


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


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


From theillien at yahoo.com  Wed Oct 24 08:13:25 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 24 Oct 2007 08:13:25 -0400
Subject: [rt-users] Problem with my.cnf, InnoDB and permissions
Message-ID: <471F36E5.6030005@yahoo.com>

We're having performance issues which I'm trying to nail down.  One thing which
I wonder might be the issue is the fact that the RT database is configured to
use InnoDB but the my.cnf file has all InnoDB-related options commented out.

I've uncommented these on our development server without issue.  I'm able to log
in and see everything that I was able to see before.  However, when doing so on
our production database I am only able to see the self-service page.

The development server has a different queue/rights/groups layout but I don't
know how that can have an affect.  The only thing I can think of is that the
InnoDB engine is seeing a different database for some reason.

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


From huws at s2s.ltd.uk  Wed Oct 24 08:43:33 2007
From: huws at s2s.ltd.uk (Huw Selley)
Date: Wed, 24 Oct 2007 13:43:33 +0100
Subject: [rt-users] Problem with my.cnf, InnoDB and permissions
In-Reply-To: <471F36E5.6030005@yahoo.com>
Message-ID: <C344FC85.286C7%huws@s2s.ltd.uk>

Hi Mathew,

On 24/10/07 1:13, "Mathew Snyder" <theillien at yahoo.com> wrote:

> We're having performance issues which I'm trying to nail down.  One thing

I would try find the bottleneck before changing anything ;)

What makes you believe the database is causing your performance issues?
  
> which
> I wonder might be the issue is the fact that the RT database is configured to
> use InnoDB but the my.cnf file has all InnoDB-related options commented out.

That should have only mattered when you created the database (the table type
is set then). If there was no Inno support iirc mysql will use the default
storage engine (normally MyISAM unless you have changed it) when it creates
the tables. You can check what your default storage engine is by running
'show engines'. One of them should fess up to being the default.

You can check the storage engine on a table by table basis by running 'show
table status' (after selecting your rt database) e.g:

mysql> use rt;
Database changed
mysql> show table status\G
*************************** 1. row ***************************
           Name: ACL
         Engine: InnoDB
        Version: 10
     Row_format: Compact
           Rows: 217
 Avg_row_length: 226
    Data_length: 49152
Max_data_length: 0
   Index_length: 16384
      Data_free: 0
 Auto_increment: 565
    Create_time: 2007-05-03 15:48:27
    Update_time: NULL
     Check_time: NULL
      Collation: latin1_swedish_ci
       Checksum: NULL
 Create_options: 
        Comment: InnoDB free: 6144 kB

It should then dump you the status of all tables. You probably just want to
check the value for 'Engine:' I suspect that (provided Inno was disabled
when you created the database) they would be MyIsam.

If your tables are MyIsam then that could be causing your problems. MyIsam
performs a table lock when trying to write a row, if you have multiple
writes on the same table they have to wait for the table lock to be released
before they can do their work. This could make things go slowly.

Hope this helps
Huw



s2s company email disclaimer    : http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
s2s company registration number : 3952958
s2s VAT registration number     : GB763132055
Business premises               : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA
Registered address              : 29 High Street, Crawley, West Sussex, RH10 1BQ
Place of registration           : England



From theillien at yahoo.com  Wed Oct 24 09:11:37 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 24 Oct 2007 09:11:37 -0400
Subject: [rt-users] Problem with my.cnf, InnoDB and permissions
In-Reply-To: <C344FC85.286C7%huws@s2s.ltd.uk>
References: <C344FC85.286C7%huws@s2s.ltd.uk>
Message-ID: <471F4489.6030304@yahoo.com>

Huw Selley wrote:
> Hi Mathew,
> 
> On 24/10/07 1:13, "Mathew Snyder" <theillien at yahoo.com> wrote:
> 
>> We're having performance issues which I'm trying to nail down.  One thing
> 
> I would try find the bottleneck before changing anything ;)
> 
> What makes you believe the database is causing your performance issues?
> 

I'm really only guessing based on the length of time it takes to return tickets
sometimes.  We've found that if a ticket has multiple documents attached to it
or even just several transactions it takes a significantly long time to display.
 I've been thinking about turning on slow_query_logging but have been
sidetracked by other things since I've started looking at this problem.

>> which
>> I wonder might be the issue is the fact that the RT database is configured to
>> use InnoDB but the my.cnf file has all InnoDB-related options commented out.
> 
> That should have only mattered when you created the database (the table type
> is set then). If there was no Inno support iirc mysql will use the default
> storage engine (normally MyISAM unless you have changed it) when it creates
> the tables. You can check what your default storage engine is by running
> 'show engines'. One of them should fess up to being the default.
> 
> You can check the storage engine on a table by table basis by running 'show
> table status' (after selecting your rt database) e.g:
> 
> mysql> use rt;
> Database changed
> mysql> show table status\G
> *************************** 1. row ***************************
>            Name: ACL
>          Engine: InnoDB
>         Version: 10
>      Row_format: Compact
>            Rows: 217
>  Avg_row_length: 226
>     Data_length: 49152
> Max_data_length: 0
>    Index_length: 16384
>       Data_free: 0
>  Auto_increment: 565
>     Create_time: 2007-05-03 15:48:27
>     Update_time: NULL
>      Check_time: NULL
>       Collation: latin1_swedish_ci
>        Checksum: NULL
>  Create_options: 
>         Comment: InnoDB free: 6144 kB
> 

Did that.  That's why I started looking at the InnoDB options.

> It should then dump you the status of all tables. You probably just want to
> check the value for 'Engine:' I suspect that (provided Inno was disabled
> when you created the database) they would be MyIsam.
> 
> If your tables are MyIsam then that could be causing your problems. MyIsam
> performs a table lock when trying to write a row, if you have multiple
> writes on the same table they have to wait for the table lock to be released
> before they can do their work. This could make things go slowly.
> 
> Hope this helps
> Huw
> 
> 


From geoff at apro.com.au  Wed Oct 24 10:51:27 2007
From: geoff at apro.com.au (Geoff Roberts)
Date: Thu, 25 Oct 2007 00:51:27 +1000
Subject: [rt-users] Simple search using email address fails
Message-ID: <200710250051.28075.geoff@apro.com.au>

Hi,

I am using RT 3.6.4 with RTFM 2.2.0 RC7.

Simple searching (ie, clicking on the simple search link in the top menu) 
fails when I search using an email address.

No results are returned. Searching by subject name, Ticket number, queue name 
and fulltext work OK.

When searching by email address I get the following error in the logs (NOTE 
I've changed the email address and server name I used in the example to 
protect the innocent).

FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st 
execute failed: Unknown column 'Users_3.id' in 'on clause' 
at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 
492., referer: http://internalserver/rt/Search/Simple.html

FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: 
RT::Handle=HASH(0x2523023c) couldn't execute the query 'SELECT COUNT(DISTINCT 
main.id) FROM ((Tickets main  JOIN Groups Groups_1  ON ((Groups_1.Domain 
= 'RT::Ticket-Role')) AND ( (Groups_1.Type = 'Requestor')) AND (  
Groups_1.Instance = main.id))  LEFT JOIN CachedGroupMembers 
CachedGroupMembers_2  ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( 
(CachedGroupMembers_2.MemberId = Users_3.id))) , Users Users_3  WHERE 
((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND 
((main.Type = 'ticket')) AND ( (  ( (Users_3.EmailAddress 
LIKE '%username at somecompany.com%')AND(CachedGroupMembers_2.id IS NOT 
NULL) )  ) ) ' 
at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 
505, referer: http://internalserver/rt/Search/Simple.html

I am using mysql 5.0.45 on the server side (4.1.20 on the client side), Perl 
5.8.8 and DBD::mysql v4.005, DBI v1.59, DBIx::SearchBuilder v1.43.

I have also tried with a mysql client 5.0.45. The same error is returned.

Any ideas as to why the query above is failing?

Kind regards,

Geoff




From huws at s2s.ltd.uk  Wed Oct 24 11:15:44 2007
From: huws at s2s.ltd.uk (Huw Selley)
Date: Wed, 24 Oct 2007 16:15:44 +0100
Subject: [rt-users] Simple search using email address fails
In-Reply-To: <200710250051.28075.geoff@apro.com.au>
Message-ID: <C3452030.286EE%huws@s2s.ltd.uk>

Hi,


On 24/10/07 3:51, "Geoff Roberts" <geoff at apro.com.au> wrote:

<snip>
> 
> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr:
> RT::Handle=HASH(0x2523023c) couldn't execute the query 'SELECT COUNT(DISTINCT
> main.id) FROM ((Tickets main  JOIN Groups Groups_1  ON ((Groups_1.Domain
> = 'RT::Ticket-Role')) AND ( (Groups_1.Type = 'Requestor')) AND (
> Groups_1.Instance = main.id))  LEFT JOIN CachedGroupMembers
> CachedGroupMembers_2  ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND (
> (CachedGroupMembers_2.MemberId = Users_3.id))) , Users Users_3  WHERE
> ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND
> ((main.Type = 'ticket')) AND ( (  ( (Users_3.EmailAddress
> LIKE '%username at somecompany.com%')AND(CachedGroupMembers_2.id IS NOT
> NULL) )  ) ) ' 
> at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line
> 505, referer: http://internalserver/rt/Search/Simple.html

Can you run that query yourself on your mysql server? At the very least you
should get an error telling you what mysql thinks is wrong with the query
which might help.

Regards
Huw



s2s company email disclaimer    : http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
s2s company registration number : 3952958
s2s VAT registration number     : GB763132055
Business premises               : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA
Registered address              : 29 High Street, Crawley, West Sussex, RH10 1BQ
Place of registration           : England



From fredrik at poller.se  Wed Oct 24 11:41:47 2007
From: fredrik at poller.se (Fredrik Poller)
Date: Wed, 24 Oct 2007 17:41:47 +0200
Subject: [rt-users] Problem with rt-mailgate
Message-ID: <e8c2e21d0710240841u1ea2f077rfa94c80b1f66e17e@mail.gmail.com>

Hi,

I have a problem with the rt-mailgate script, I can't get it to work.

System setup:
FreeBSD 6.2-RELEASE (hostname telnix03.tele.loc)
RT 3.6.5 (installed according to
http://wiki.bestpractical.com/view/ManualInstallation with
--prefix=/storage/rt)
Perl 5.8.8
Apache 1.3.39 + mod_perl
Postfix 2.4.5

I get the following error in my maillog:
Oct 24 17:28:24 telnix03 postfix/local[65653]: C485E108E51: to=<
rt at telnix03.tele.loc>, relay=local, delay=11, delays=10/0/0/0.32, dsn=4.3.0,
status=deferred (temporary failure. Command output: RT server error.  The RT
server which handled your email did not behave as expected. It said:  Can't
locate object method "seek" via package "File::Temp" at
/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, <GEN30> line
13.  Stack:   [/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:816]
[/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1083]
[/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1177]
[/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1150]
[/storage/rt/lib/RT/EmailParser.pm:231]
[/storage/rt/lib/RT/EmailParser.pm:179]
[/storage/rt/lib/RT/EmailParser.pm:139]
[/storage/rt/lib/RT/Interface/Email.pm:549]
[/storage/rt/share/html/REST/1.0/NoAuth/mail-gateway:61]  )

The mail aliases is set up this way:
rt: "|/storage/rt/bin/rt-mailgate --queue general --action correspond --url
https://apps.teleresurs.se/rt"
rt-comment: "|/storage/rt/bin/rt-mailgate --queue general --action comment
--url https://apps.teleresurs.se/rt"

The VirtualHost in httpd.conf is done this way:
Alias /rt "/storage/rt/share/html"
PerlModule Apache::DBI
PerlRequire /storage/rt/bin/webmux.pl
<Directory /storage/rt/share/html>
        AllowOverride All
        Options ExecCGI FollowSymLinks
        <IfModule mod_access.c>
                Order allow,deny
                Allow from all
        </IfModule>
</Directory>
<Location /rt>
        RewriteEngine On
        RedirectMatch permanent (.*)/$ $1/index.html
        AddDefaultCharset UTF-8
        SetHandler perl-script
        PerlHandler RT::Mason
</Location>

The Web interface works great if you visit
https://apps.teleresurs.se/rtwith a browser. I get the same error if I
use regular http, so it's not the
SSL.

Any input is much appreciated, thank you!

Best regards,
Fredrik Poller
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From huws at s2s.ltd.uk  Wed Oct 24 12:02:18 2007
From: huws at s2s.ltd.uk (Huw Selley)
Date: Wed, 24 Oct 2007 17:02:18 +0100
Subject: [rt-users] Problem with rt-mailgate
In-Reply-To: <e8c2e21d0710240841u1ea2f077rfa94c80b1f66e17e@mail.gmail.com>
Message-ID: <C3452B1A.286F7%huws@s2s.ltd.uk>

On 24/10/07 4:41, "Fredrik Poller" <fredrik at poller.se> wrote:

> Hi,

Hi,

> 
> I have a problem with the rt-mailgate script, I can't get it to work.
<snip>
> I get the following error in my maillog:
> Oct 24 17:28:24 telnix03 postfix/local[65653]: C485E108E51: to=<
> rt at telnix03.tele.loc>, relay=local, delay=11, delays=10/0/0/0.32, dsn=4.3.0,
> status=deferred (temporary failure. Command output: RT server error.  The RT
> server which handled your email did not behave as expected. It said:  Can't
> locate object method "seek" via package "File::Temp" at
> /usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, <GEN30> line
> 13.  Stack:   [/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:816]
> [/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1083]
> [/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1177]
> [/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1150]
> [/storage/rt/lib/RT/EmailParser.pm:231]
> [/storage/rt/lib/RT/EmailParser.pm:179]
> [/storage/rt/lib/RT/EmailParser.pm:139]
> [/storage/rt/lib/RT/Interface/Email.pm:549]
> [/storage/rt/share/html/REST/1.0/NoAuth/mail-gateway:61]  )

Looks like the 'File::Temp' perl module is either not installed, Is not the
correct version or has had a sense of humor failure.
You could try installing the most recent release from cpan by running 'cpan
install File::Temp' and follow the on-screen prompts.

Hope this helps.
Huw



s2s company email disclaimer    : http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
s2s company registration number : 3952958
s2s VAT registration number     : GB763132055
Business premises               : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA
Registered address              : 29 High Street, Crawley, West Sussex, RH10 1BQ
Place of registration           : England



From fredrik at poller.se  Wed Oct 24 12:12:09 2007
From: fredrik at poller.se (Fredrik Poller)
Date: Wed, 24 Oct 2007 18:12:09 +0200
Subject: [rt-users] Problem with rt-mailgate
In-Reply-To: <C3452B1A.286F7%huws@s2s.ltd.uk>
References: <e8c2e21d0710240841u1ea2f077rfa94c80b1f66e17e@mail.gmail.com>
	<C3452B1A.286F7%huws@s2s.ltd.uk>
Message-ID: <e8c2e21d0710240912n58b9b296y1f0a817a9c2216bd@mail.gmail.com>

Hi,

Thanks for your reply.

I did what you suggested but i still get the same error.

[root at telnix03 ~]# cpan
Terminal does not support AddHistory.

cpan shell -- CPAN exploration and modules installation (v1.7602)
ReadLine support available (try 'install Bundle::CPAN')

cpan> install File::Temp
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Wed, 24 Oct 2007 11:36:39 GMT
Running install for module File::Temp
Running make for T/TJ/TJENNESS/File-Temp-0.18.tar.gz
CPAN: LWP::UserAgent loaded ok
Fetching with LWP:
  ftp://ftp.perl.org/pub/CPAN/authors/id/T/TJ/TJENNESS/File-Temp-0.18.tar.gz
CPAN: Digest::MD5 loaded ok
Fetching with LWP:
  ftp://ftp.perl.org/pub/CPAN/authors/id/T/TJ/TJENNESS/CHECKSUMS
CPAN: Compress::Zlib loaded ok
Checksum for /root/.cpan/sources/authors/id/T/TJ/TJENNESS/File-
Temp-0.18.tar.gz
ok
Scanning cache /root/.cpan/build for sizes
x File-Temp-0.18/
x File-Temp-0.18/misc/
x File-Temp-0.18/misc/benchmark.pl
x File-Temp-0.18/misc/results.txt
x File-Temp-0.18/META.yml
x File-Temp-0.18/t/
x File-Temp-0.18/t/posix.t
x File-Temp-0.18/t/tempfile.t
x File-Temp-0.18/t/mktemp.t
x File-Temp-0.18/t/cmp.t
x File-Temp-0.18/t/security.t
x File-Temp-0.18/t/seekable.t
x File-Temp-0.18/t/object.t
x File-Temp-0.18/MANIFEST
x File-Temp-0.18/ChangeLog
x File-Temp-0.18/Temp.pm
x File-Temp-0.18/Makefile.PL
x File-Temp-0.18/README

  CPAN.pm: Going to build T/TJ/TJENNESS/File-Temp-0.18.tar.gz

Checking if your kit is complete...
Looks good
Writing Makefile for File::Temp
cp Temp.pm blib/lib/File/Temp.pm
Manifying blib/man3/File::Temp.3
  /usr/bin/make  -- OK
Running make test
PERL_DL_NONLAZY=1 /usr/local/bin/perl "-MExtUtils::Command::MM" "-e"
"test_harne
ss(0, 'blib/lib', 'blib/arch')" t/*.t
t/cmp.........ok
t/mktemp......ok
t/object......ok
t/posix.......ok
t/security....ok
        3/13 skipped: various reasons
t/seekable....ok
t/tempfile....ok
All tests successful, 3 subtests skipped.
Files=7, Tests=87,  1 wallclock secs ( 0.30 cusr +  0.44 csys =  0.73 CPU)
  /usr/bin/make test -- OK
Running make install
Installing /usr/local/lib/perl5/5.8.8/File/Temp.pm
Installing /usr/local/lib/perl5/5.8.8/perl/man/man3/File::Temp.3
Writing /usr/local/lib/perl5/5.8.8/mach/auto/File/Temp/.packlist
FreeBSD: Registering installation in the package database
Appending installation info to /usr/local/lib/perl5/5.8.8/mach/perllocal.pod
  /usr/bin/make install  -- OK

cpan> q
Terminal does not support GetHistory.
Lockfile removed.
[root at telnix03 ~]# sendmail rt at telnix03.tele.loc
test
.
[root at telnix03 ~]# cd /var/log/
[root at telnix03 /var/log]# tail maillog
Oct 24 18:05:41 telnix03 postfix/local[72586]: 80AF6108E5B: to=<
rt at telnix03.tele.loc>, relay=local, delay=2.3, delays=1.8/0.02/0/0.48, dsn=
4.3.0, status=deferred (temporary failure. Command output: RT server error.
The RT server which handled your email did not behave as expected. It said:
Can't locate object method "seek" via package "File::Temp" at
/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, <GEN30> line
12.  Stack:   [/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:816]
[/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1083]
[/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1177]
[/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1150]
[/storage/rt/lib/RT/EmailParser.pm:231]
[/storage/rt/lib/RT/EmailParser.pm:179]
[/storage/rt/lib/RT/EmailParser.pm:139]
[/storage/rt/lib/RT/Interface/Email.pm:549]
[/storage/rt/share/html/REST/1.0/NoAuth/mail-gateway:61]  )

Any more ideas? :)

Best regards,
Fredrik Poller

On 10/24/07, Huw Selley <huws at s2s.ltd.uk> wrote:
>
> On 24/10/07 4:41, "Fredrik Poller" <fredrik at poller.se> wrote:
>
> > Hi,
>
> Hi,
>
> >
> > I have a problem with the rt-mailgate script, I can't get it to work.
> <snip>
> > I get the following error in my maillog:
> > Oct 24 17:28:24 telnix03 postfix/local[65653]: C485E108E51: to=<
> > rt at telnix03.tele.loc>, relay=local, delay=11, delays=10/0/0/0.32, dsn=
> 4.3.0,
> > status=deferred (temporary failure. Command output: RT server
> error.  The RT
> > server which handled your email did not behave as expected. It
> said:  Can't
> > locate object method "seek" via package "File::Temp" at
> > /usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, <GEN30>
> line
> > 13.  Stack:   [/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:816]
> > [/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1083]
> > [/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1177]
> > [/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1150]
> > [/storage/rt/lib/RT/EmailParser.pm:231]
> > [/storage/rt/lib/RT/EmailParser.pm:179]
> > [/storage/rt/lib/RT/EmailParser.pm:139]
> > [/storage/rt/lib/RT/Interface/Email.pm:549]
> > [/storage/rt/share/html/REST/1.0/NoAuth/mail-gateway:61]  )
>
> Looks like the 'File::Temp' perl module is either not installed, Is not
> the
> correct version or has had a sense of humor failure.
> You could try installing the most recent release from cpan by running
> 'cpan
> install File::Temp' and follow the on-screen prompts.
>
> Hope this helps.
> Huw
>
>
>
> s2s company email disclaimer    :
> http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
> s2s company registration number : 3952958
> s2s VAT registration number     : GB763132055
> Business premises               : Ground Floor, Overline House, Crawley,
> West Sussex, RH10 1JA
> Registered address              : 29 High Street, Crawley, West Sussex,
> RH10 1BQ
> Place of registration           : England
>
>
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From geoff at apro.com.au  Wed Oct 24 12:46:12 2007
From: geoff at apro.com.au (Geoff Roberts)
Date: Thu, 25 Oct 2007 02:46:12 +1000
Subject: [rt-users] Simple search using email address fails
In-Reply-To: <C3452030.286EE%huws@s2s.ltd.uk>
References: <C3452030.286EE%huws@s2s.ltd.uk>
Message-ID: <200710250246.13896.geoff@apro.com.au>

Hi Huw,

On Thu, 25 Oct 2007 01:15:44 am Huw Selley wrote:
> Can you run that query yourself on your mysql server? At the very least you
> should get an error telling you what mysql thinks is wrong with the query
> which might help.

I ran the query on the database server itself and got the same error:

ERROR 1054 (42S22): Unknown column 'Users_3.id' in 'on clause'

If it take out: AND ( (CachedGroupMembers_2.MemberId = Users_3.id))

I don't get the error. Could it be that using Users_3 before it is defined in 
the following statement (Users as Users_3 WHERE ) is causing the problem?

Kind regards,

Geoff

-- 
___________________________________
From the desk of Geoff Roberts
Implementation Partner
AUSTRALIAN PROJECTS PTY LIMITED

S A F E   K N O W L E D G E
IT Security - Data Protection

Email: geoff at apro.com.au
Mobile: 0416 210 111

NATIONAL HELP DESK SUPPORT
Sydney          02 4231 4222
Melbourne       03 9017 8222
Adelaide        08 6461 6222
Perth           08 8463 1222
Brisbane        07 3137 1555
Hobart          03 6281 2555
Canberra        02 6112 8855
___________________________________



From jesse at bestpractical.com  Wed Oct 24 14:30:55 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 24 Oct 2007 14:30:55 -0400
Subject: [rt-users] Simple search using email address fails
In-Reply-To: <200710250051.28075.geoff@apro.com.au>
References: <200710250051.28075.geoff@apro.com.au>
Message-ID: <1AE64531-D768-43AF-A09C-9DA68647A9FE@bestpractical.com>

Can you test with current versions of RTFM (2.2.1) and SearchBuilder  
(1.49)?


On Oct 24, 2007, at 10:51 AM, Geoff Roberts wrote:

> Hi,
>
> I am using RT 3.6.4 with RTFM 2.2.0 RC7.
>
> Simple searching (ie, clicking on the simple search link in the top  
> menu)
> fails when I search using an email address.
>
> No results are returned. Searching by subject name, Ticket number,  
> queue name
> and fulltext work OK.
>
> When searching by email address I get the following error in the  
> logs (NOTE
> I've changed the email address and server name I used in the  
> example to
> protect the innocent).
>
> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr:  
> DBD::mysql::st
> execute failed: Unknown column 'Users_3.id' in 'on clause'
> at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/ 
> Handle.pm line
> 492., referer: http://internalserver/rt/Search/Simple.html
>
> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr:
> RT::Handle=HASH(0x2523023c) couldn't execute the query 'SELECT COUNT 
> (DISTINCT
> main.id) FROM ((Tickets main  JOIN Groups Groups_1  ON  
> ((Groups_1.Domain
> = 'RT::Ticket-Role')) AND ( (Groups_1.Type = 'Requestor')) AND (
> Groups_1.Instance = main.id))  LEFT JOIN CachedGroupMembers
> CachedGroupMembers_2  ON ( CachedGroupMembers_2.GroupId =  
> Groups_1.id) AND (
> (CachedGroupMembers_2.MemberId = Users_3.id))) , Users Users_3  WHERE
> ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND
> ((main.Type = 'ticket')) AND ( (  ( (Users_3.EmailAddress
> LIKE '%username at somecompany.com%')AND(CachedGroupMembers_2.id IS NOT
> NULL) )  ) ) '
> at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/ 
> Handle.pm line
> 505, referer: http://internalserver/rt/Search/Simple.html
>
> I am using mysql 5.0.45 on the server side (4.1.20 on the client  
> side), Perl
> 5.8.8 and DBD::mysql v4.005, DBI v1.59, DBIx::SearchBuilder v1.43.
>
> I have also tried with a mysql client 5.0.45. The same error is  
> returned.
>
> Any ideas as to why the query above is failing?
>
> Kind regards,
>
> Geoff
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31,  
> we'll take
> up to 20 percent off the price. This sale won't last long, so get  
> in touch today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 maleal at htu.edu  Wed Oct 24 14:28:42 2007
From: maleal at htu.edu (Leal, Mario A.)
Date: Wed, 24 Oct 2007 13:28:42 -0500
Subject: [rt-users] (no subject)
Message-ID: <34B602EA1E0DA94090DF887A0267709E0428CC2A@exch01.htc.edu>

subscribe


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From PJEPSTEIN at BICS.BWH.HARVARD.EDU  Wed Oct 24 14:53:07 2007
From: PJEPSTEIN at BICS.BWH.HARVARD.EDU (Epstein, Philip)
Date: Wed, 24 Oct 2007 14:53:07 -0400
Subject: [rt-users] New to RT - doco frustrations
In-Reply-To: <415AD65C134E3F4FA0B4D06C88D63F300642C53E8E@EXVMBX015-3.exch015.msoutlookonline.net>
References: <415AD65C134E3F4FA0B4D06C88D63F300642C53E88@EXVMBX015-3.exch015.msoutlookonline.net><4716E78B.4010801@bluegecko.net>
	<415AD65C134E3F4FA0B4D06C88D63F300642C53E8E@EXVMBX015-3.exch015.msoutlookonline.net>
Message-ID: <74CA2ADC8DF59C4AA08F98EDC4879EAB62E1C6@PHSXMB12.partners.org>

Hey Chris, I found the documentation from the MIT IS department to be helpful,
especially from the perspective of the "ordinary user":

http://web.mit.edu/tooltime/notebook/reference/documentation.html

Phil

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Short
Sent: Thursday, October 18, 2007 1:29 AM
To: RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] New to RT - doco frustrations

Thanks Robert, I guess I've got a foot in multiple camps - I am au fait with
perl, and might be doing some fancy scrip stuff later, but for the moment I just
want to stay one step ahead of the users/the tech support team. I at least want
to understand everything that ordinary users will see when they log into RT -
for example "approvals". The most appropriate wiki page seemed to be
http://wiki.bestpractical.com/view/ManualApprovals but it's not very clear.

(Also I'm not sure of the etiquette but I prefer to post all replies back to the
mailing list in case the info helps someone else)
Chris

-----Original Message-----
From: Robert Long [mailto:rlong at bluegecko.net]
Sent: Thursday, October 18, 2007 2:57 PM
To: Christopher Short
Subject: Re: [rt-users] New to RT - doco frustrations

If you're just going to administer RT, the book should be fine, if
you're going to be developing scrips and the such, you should use
perldoc and be proficient with perl.  I know that's probably not what
you're wanting to hear, but AFAIK no good documentation of the methods
or data structures for RT exists anywhere.

.r'


Christopher Short wrote:
>
> Hi,
>
> I'm new to RT but am flogging it at my company so I'd like to
> understand the different features it has to offer.
>
> It seems pretty cool and exciting.
>
>
>
> BUT ... much of the wiki.bestpractical.com is broken-formatted and hard
> to follow. I gather that it's been switched from Kwiki formatting to
> Wifty, and that seems to have broken formatting on many pages. There's
> not a single mention of Wifty on the wiki, and I can't find
> information on the wifty markup anywhere. I see that someone else
> asked about the markup recently and got no reply.
>
>
>
> I'll get the O'Reilly book at some stage, but it's over two years old,
> so I'd imagine it would be quite out of date by now - I'd prefer some
> online source.
>
>
>
> Has wiki.bestpractical.com been superceded by some other site as the
> primary guide to RT?
>
>
>
> thanks,
>
> Chris
>
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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

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


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


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From jan.grant at bristol.ac.uk  Wed Oct 24 16:31:11 2007
From: jan.grant at bristol.ac.uk (Jan Grant)
Date: Wed, 24 Oct 2007 21:31:11 +0100 (BST)
Subject: [rt-users] (Really) dumb date formatting question
Message-ID: <20071024212454.C39361@tribble.ilrt.bris.ac.uk>

Apologies for this; had quite a bit of success with RT but thus far I've 
done almost nothing UI-related.

I need to format a $Ticket->Due to slap it in a user-visible string; the 
ISO format is what I get if I just do string catenation using 
$Ticket->Due on its own.

There seems to be a superabundance of perl date formatting libraries. 
I'm just after a simple invocation that'll let me specify an 
strftime-style format on a $Ticket, itself created from the usual 
RT::Tickets->new(...)->FromSQL(...)->next() sequence.

Cheers in advance and again, sorry for asking the obvious.

-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
Spreadsheet through network. Oh yeah.


From jose.junior at mds.gov.br  Wed Oct 24 16:57:09 2007
From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=)
Date: Wed, 24 Oct 2007 18:57:09 -0200
Subject: [rt-users] Bulk queue create?
Message-ID: <471FB1A5.50200@mds.gov.br>

Is it possible? I have 30+ queues to create, is it possible to create
the queues directly on the database or using a script?

Thanks.

[]s



From thierry.thelliez.tech at gmail.com  Wed Oct 24 17:31:44 2007
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Wed, 24 Oct 2007 15:31:44 -0600
Subject: [rt-users] User session timeout
Message-ID: <42f5c4430710241431i7f6f7c58kd6f588bd05559c42@mail.gmail.com>

Hi all,

I would like to install a user session timeout but could not figure
out how to do it.

A post, in 2003 at
http://lists.fsck.com/pipermail/rt-users/2003-November/018798.html,
points to the SetupSessionCookie file
(share/html/Elements/SetupSessionCookie) but how do you refresh the
cookie at each request?

Thanks,
Thierry Thelliez


From jan.grant at bristol.ac.uk  Wed Oct 24 17:31:43 2007
From: jan.grant at bristol.ac.uk (Jan Grant)
Date: Wed, 24 Oct 2007 22:31:43 +0100 (BST)
Subject: [rt-users] Re: (Really) dumb date formatting question
In-Reply-To: <20071024212454.C39361@tribble.ilrt.bris.ac.uk>
References: <20071024212454.C39361@tribble.ilrt.bris.ac.uk>
Message-ID: <20071024223111.D39361@tribble.ilrt.bris.ac.uk>

On Wed, 24 Oct 2007, Jan Grant wrote:

> Apologies for this; had quite a bit of success with RT but thus far I've 
> done almost nothing UI-related.
> 
> I need to format a $Ticket->Due to slap it in a user-visible string; the 
> ISO format is what I get if I just do string catenation using 
> $Ticket->Due on its own.
> 
> There seems to be a superabundance of perl date formatting libraries. 
> I'm just after a simple invocation that'll let me specify an 
> strftime-style format on a $Ticket, itself created from the usual 
> RT::Tickets->new(...)->FromSQL(...)->next() sequence.
> 
> Cheers in advance and again, sorry for asking the obvious.

Too obvious; I've just found ->DueObj :-)


-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
YKYBPTMRogueW... you try to move diagonally in vi.


From John.Wells at TIMCO.aero  Wed Oct 24 17:22:55 2007
From: John.Wells at TIMCO.aero (John Wells)
Date: Wed, 24 Oct 2007 17:22:55 -0400
Subject: [rt-users] Email communication stops randomly...rebooting apache
	resolves
Message-ID: <AEF9A775349E9043A33352B6CD28A42304C2B252@NEWMAN.TIMCO.aero>

Hi guys...

We're new RT users and like it very much. However, we have a strange problem I hope you might provide some insight to.

Every once and awhile (about 1-2 times a week), RT stops sending email communications. Completely. In fact, there is no communication even logged in the ticket history, which is strange. I would expect it to still log the communication but fail at sending, but that is not the case. RT just appears to stop *wanting* to send email at all.

Restarting Apache fixes it, btw.

Here's my env details:
Debian 4.0
perl                              v5.8.8
rt3.6-apache2                     3.6.1-4                         
rt3.6-clients                     3.6.1-4                         
libapache-dbi-perl                1.04-0.1                   
libapache-session-perl            1.81-1                      
libapache2-mod-perl2              2.0.2-2.4                   
apache2                           2.2.3-4+etch1
apache2-mpm-worker                2.2.3-4+etch1
apache2-utils                     2.2.3-4+etch1
apache2.2-common                  2.2.3-4+etch1
postgresql-8.1
/usr/local/share/perl/5.8.8/CGI.pm:$CGI::VERSION='3.29';
/usr/share/perl/5.8.8/CGI.pm:$CGI::VERSION='3.15';
  @INC:
    /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

Has anyone seen this before? How might I go about debugging this issue. It becomes a pretty big issue when it happens late at night. ;(

I appreciate any help you can provide!

Thanks,
John





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From HelmuthRamirez at compupay.com  Wed Oct 24 18:04:48 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Wed, 24 Oct 2007 18:04:48 -0400
Subject: [rt-users] Email communication stops randomly...rebooting
	apacheresolves
In-Reply-To: <AEF9A775349E9043A33352B6CD28A42304C2B252@NEWMAN.TIMCO.aero>
References: <AEF9A775349E9043A33352B6CD28A42304C2B252@NEWMAN.TIMCO.aero>
Message-ID: <7314881427FC8A4081673E8CEEA79249062752CF@EXMIAMI01.compupay.com>

I suffer from the exact same issue!  Thankfully it only happens once
every few weeks/months, but it does happen just randomly out of the
blue.  Oddly enough, like in your instance, it only happens when its not
being accessed (at night/weekends).  I'm running Debian/Apache2/MySQL.

 

Side note: may I ask what you ran to show your 'env details'?

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John
Wells
Sent: Wednesday, October 24, 2007 5:23 PM
To: RT-Users at lists.bestpractical.com
Subject: [rt-users] Email communication stops randomly...rebooting
apacheresolves

 

Hi guys...

We're new RT users and like it very much. However, we have a strange
problem I hope you might provide some insight to.

Every once and awhile (about 1-2 times a week), RT stops sending email
communications. Completely. In fact, there is no communication even
logged in the ticket history, which is strange. I would expect it to
still log the communication but fail at sending, but that is not the
case. RT just appears to stop *wanting* to send email at all.

Restarting Apache fixes it, btw.

Here's my env details:
Debian 4.0
perl                              v5.8.8
rt3.6-apache2                     3.6.1-4                        
rt3.6-clients                     3.6.1-4                        
libapache-dbi-perl                1.04-0.1                  
libapache-session-perl            1.81-1                     
libapache2-mod-perl2              2.0.2-2.4                  
apache2                           2.2.3-4+etch1
apache2-mpm-worker                2.2.3-4+etch1
apache2-utils                     2.2.3-4+etch1
apache2.2-common                  2.2.3-4+etch1
postgresql-8.1
/usr/local/share/perl/5.8.8/CGI.pm:$CGI::VERSION='3.29';
/usr/share/perl/5.8.8/CGI.pm:$CGI::VERSION='3.15';
  @INC:
    /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

Has anyone seen this before? How might I go about debugging this issue.
It becomes a pretty big issue when it happens late at night. ;(

I appreciate any help you can provide!

Thanks,
John






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From John.Wells at TIMCO.aero  Wed Oct 24 18:06:18 2007
From: John.Wells at TIMCO.aero (John Wells)
Date: Wed, 24 Oct 2007 18:06:18 -0400
Subject: [rt-users] Email communication stops
	randomly...rebootingapacheresolves
References: <AEF9A775349E9043A33352B6CD28A42304C2B252@NEWMAN.TIMCO.aero>
	<7314881427FC8A4081673E8CEEA79249062752CF@EXMIAMI01.compupay.com>
Message-ID: <AEF9A775349E9043A33352B6CD28A42304C2B253@NEWMAN.TIMCO.aero>

> Side note: may I ask what you ran to show your 'env details'?

I used a mix...

Mostly "dpkg -l | grep <package>" to find version info about items installed via apt. perl -V to get perl bits, and "locate CGI.pm | grep VERSION=" to find the versions of CGI.pm on my machine.

Hope this helps. Are you on Debian 4 as well?

Thanks,
John

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From ruz at bestpractical.com  Wed Oct 24 18:10:47 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 25 Oct 2007 02:10:47 +0400
Subject: [rt-users] User session timeout
In-Reply-To: <42f5c4430710241431i7f6f7c58kd6f588bd05559c42@mail.gmail.com>
References: <42f5c4430710241431i7f6f7c58kd6f588bd05559c42@mail.gmail.com>
Message-ID: <589c94400710241510j50b793ddhec9cf4096729431a@mail.gmail.com>

just comment "if ( !$cookies{$cookiename} ) {" and closing "}", then
clean mason cache and it should work.

On 10/25/07, Thierry Thelliez <thierry.thelliez.tech at gmail.com> wrote:
> Hi all,
>
> I would like to install a user session timeout but could not figure
> out how to do it.
>
> A post, in 2003 at
> http://lists.fsck.com/pipermail/rt-users/2003-November/018798.html,
> points to the SetupSessionCookie file
> (share/html/Elements/SetupSessionCookie) but how do you refresh the
> cookie at each request?
>
> Thanks,
> Thierry Thelliez
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 geoff at apro.com.au  Wed Oct 24 22:38:34 2007
From: geoff at apro.com.au (Geoff Roberts)
Date: Thu, 25 Oct 2007 12:38:34 +1000
Subject: [rt-users] Simple search using email address fails
In-Reply-To: <1AE64531-D768-43AF-A09C-9DA68647A9FE@bestpractical.com>
References: <200710250051.28075.geoff@apro.com.au>
	<1AE64531-D768-43AF-A09C-9DA68647A9FE@bestpractical.com>
Message-ID: <200710251238.35792.geoff@apro.com.au>

Hi Jesse,

On Thu, 25 Oct 2007 04:30:55 am Jesse Vincent wrote:
> Can you test with current versions of RTFM (2.2.1) and SearchBuilder
> (1.49)

Thanks for that - SearchBuilder was the problem.

Upgrading RTFM to 2.2.1 didn't fix the issue, but upgrading SearchBuilder to 
1.48 did.

I upgraded to 1.48 as opposed to 1.49 as I'm using FreeBSD so I thought I'd by 
lazy and try the latest version of the port first.

I didn't even notice the RTFM 2.2.1 release at the bottom of the RTFM download 
page since the "Preview Releases" now fill more than a page in my browser. 
Could I suggest swapping the "Preview Releases" with the "Official releases" 
section on the RTFM download page. That way lazy idiots like me will see the 
latest official release first.

This order on the RTFM download page would also reflect the order on the RT 
download page.

By the way, when upgrading to RTFM 2.2.1 I compared the database structure in 
the mysql creation script with my current database structure. I have been 
using RTFM for a  while and have therefore gone through a number of upgrades.

I have a raft of tables that don't appear in the 2.2.1 mysql database creation 
script. Is it safe to delete these now (FM_ArticleCFValues, 
FM_ClassCustomFields, FM_CustomFieldValues, FM_CustomFields, 
FM_Transactions)?

Thanks for RT and RTFM - they are great tools.

Kind regards,

Geoff



From micah at onshore.com  Wed Oct 24 23:07:52 2007
From: micah at onshore.com (Micah Gersten)
Date: Wed, 24 Oct 2007 22:07:52 -0500
Subject: [rt-users] What is searchbuilder
Message-ID: <009401c816b4$3b55c420$62c09242@voyager>

My company is running an RT installation v. 3.6.0.

 

What is searchbuilder?  Can we use it to speed up RT searches?

 

Thank you,

Micah Gersten

onShore Networks

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From thierry.thelliez.tech at gmail.com  Thu Oct 25 01:30:10 2007
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Wed, 24 Oct 2007 23:30:10 -0600
Subject: [rt-users] User session timeout
In-Reply-To: <589c94400710241510j50b793ddhec9cf4096729431a@mail.gmail.com>
References: <42f5c4430710241431i7f6f7c58kd6f588bd05559c42@mail.gmail.com>
	<589c94400710241510j50b793ddhec9cf4096729431a@mail.gmail.com>
Message-ID: <42f5c4430710242230o552de431ld0aa38ef00ba439a@mail.gmail.com>

Thanks.

One more question: would you know how to set the length of the
timeout? I need 30 minutes.

Thierry

On 10/24/07, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> just comment "if ( !$cookies{$cookiename} ) {" and closing "}", then
> clean mason cache and it should work.
>


From cshort at n6.com.au  Thu Oct 25 02:11:25 2007
From: cshort at n6.com.au (Christopher Short)
Date: Wed, 24 Oct 2007 23:11:25 -0700
Subject: [rt-users] New to RT - doco frustrations
References: <415AD65C134E3F4FA0B4D06C88D63F300642C53E88@EXVMBX015-3.exch015.msoutlookonline.net><4716E78B.4010801@bluegecko.net>
	<415AD65C134E3F4FA0B4D06C88D63F300642C53E8E@EXVMBX015-3.exch015.msoutlookonline.net>
	<74CA2ADC8DF59C4AA08F98EDC4879EAB62E1C6@PHSXMB12.partners.org> 
Message-ID: <415AD65C134E3F4FA0B4D06C88D63F300706E17465@EXVMBX015-3.exch015.msoutlookonline.net>


Thanks Phil - it looks promising!
The wiki here also looks quite clear and informative
http://www.css.washington.edu/wiki/How_to

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Epstein, Philip
Sent: Thursday, October 25, 2007 4:53 AM
To: RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] New to RT - doco frustrations

Hey Chris, I found the documentation from the MIT IS department to be helpful,
especially from the perspective of the "ordinary user":

http://web.mit.edu/tooltime/notebook/reference/documentation.html

Phil

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Short
Sent: Thursday, October 18, 2007 1:29 AM
To: RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] New to RT - doco frustrations

Thanks Robert, I guess I've got a foot in multiple camps - I am au fait with
perl, and might be doing some fancy scrip stuff later, but for the moment I just
want to stay one step ahead of the users/the tech support team. I at least want
to understand everything that ordinary users will see when they log into RT -
for example "approvals". The most appropriate wiki page seemed to be
http://wiki.bestpractical.com/view/ManualApprovals but it's not very clear.

(Also I'm not sure of the etiquette but I prefer to post all replies back to the
mailing list in case the info helps someone else)
Chris

-----Original Message-----
From: Robert Long [mailto:rlong at bluegecko.net]
Sent: Thursday, October 18, 2007 2:57 PM
To: Christopher Short
Subject: Re: [rt-users] New to RT - doco frustrations

If you're just going to administer RT, the book should be fine, if
you're going to be developing scrips and the such, you should use
perldoc and be proficient with perl.  I know that's probably not what
you're wanting to hear, but AFAIK no good documentation of the methods
or data structures for RT exists anywhere.

.r'


Christopher Short wrote:
>
> Hi,
>
> I'm new to RT but am flogging it at my company so I'd like to
> understand the different features it has to offer.
>
> It seems pretty cool and exciting.
>
>
>
> BUT ... much of the wiki.bestpractical.com is broken-formatted and hard
> to follow. I gather that it's been switched from Kwiki formatting to
> Wifty, and that seems to have broken formatting on many pages. There's
> not a single mention of Wifty on the wiki, and I can't find
> information on the wifty markup anywhere. I see that someone else
> asked about the markup recently and got no reply.
>
>
>
> I'll get the O'Reilly book at some stage, but it's over two years old,
> so I'd imagine it would be quite out of date by now - I'd prefer some
> online source.
>
>
>
> Has wiki.bestpractical.com been superceded by some other site as the
> primary guide to RT?
>
>
>
> thanks,
>
> Chris
>
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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

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


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


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SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we'll take
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From gcecchi at peviani.it  Thu Oct 25 02:55:09 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Thu, 25 Oct 2007 08:55:09 +0200
Subject: [rt-users] Email communication
	stopsrandomly...rebootingapacheresolves
References: <AEF9A775349E9043A33352B6CD28A42304C2B252@NEWMAN.TIMCO.aero><7314881427FC8A4081673E8CEEA79249062752CF@EXMIAMI01.compupay.com>
	<AEF9A775349E9043A33352B6CD28A42304C2B253@NEWMAN.TIMCO.aero>
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D739CEB95@MAILSERVER.pevianimail.local>


I don't know from which version of RT, but at least on 3.6.5 you can select from the gui, connected as root

Configuration --> Tools --> System Configuration 
and you get something like:

Perl v5.8.8 under linux 
  Apache2::Access v2.000002;
  Apache2::Connection v2.000002;
  Apache2::Const v2.000002;
  Apache2::Log v2.000002;
  Apache2::Module v2.000002;
  Apache2::RequestIO v2.000002;
  Apache2::RequestRec v2.000002;
  Apache2::RequestUtil v2.000002;
  Apache2::Response v2.000002;
  Apache2::ServerUtil v2.000002;
  Apache2::Status v4.00;
  Apache2::SubRequest v2.000002;
  Apache::DBI v1.05;
  Apache::Ocsinventory v0.80;
  Apache::Session v1.81;
  Apache::Session::Generate::MD5 v2.1;
  Apache::Session::Lock::MySQL v1.00;
  Apache::Session::MySQL v1.01;
  Apache::Session::Serialize::Storable v1.00;
  Apache::Session::Store::DBI v1.02;
  Apache::Session::Store::MySQL v1.04;
  APR v0.009000;
  APR::Pool v0.009000;
  APR::Table v0.009000;
  AutoLoader v5.60;
  base v2.07;
  Benchmark v1.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.27;
  Carp v1.04;
  CGI v3.15;
  CGI::Cookie v1.26;
  CGI::Util v1.5;
  Class::Container v0.12;
  Class::Data::Inheritable v0.06;
  Class::ReturnValue v0.53;
  Clone v0.22;
  Compress::Zlib v1.42;
  constant v1.05;
  Cwd v3.12;
  Data::Dumper v2.121_08;
  Date::Format v2.22;
  Date::Parse v2.27;
  DBD::mysql v3.0007;
  DBI v1.52;
....

ecc.
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of John Wells
Sent: Thu 10/25/2007 12:06 AM
To: Helmuth Ramirez; RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] Email communication stopsrandomly...rebootingapacheresolves
 
> Side note: may I ask what you ran to show your 'env details'?

I used a mix...

Mostly "dpkg -l | grep <package>" to find version info about items installed via apt. perl -V to get perl bits, and "locate CGI.pm | grep VERSION=" to find the versions of CGI.pm on my machine.

Hope this helps. Are you on Debian 4 as well?

Thanks,
John 


-- 
This message has been scanned for viruses and 
dangerous content by MailScanner <http://www.mailscanner.info/> , and is 
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From torsten.brumm at googlemail.com  Thu Oct 25 04:03:43 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 25 Oct 2007 10:03:43 +0200
Subject: [rt-users] Bulk queue create?
In-Reply-To: <471FB1A5.50200@mds.gov.br>
References: <471FB1A5.50200@mds.gov.br>
Message-ID: <bdbd084b0710250103r835a213qc1fa3017a029e286@mail.gmail.com>

Dont do this directly to the DB, use some RT Rest functions.

Try this both files:

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

BEGIN { die "You must define \$RT_HOME\n"
          unless exists $ENV{RT_HOME} };
use lib "$ENV{RT_HOME}/lib";

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

use RT::Interface::CLI qw(GetCurrentUser loc);
use RT::Tickets;

my $CurrentUser = GetCurrentUser();
die loc("No RT user found.\n") unless ($CurrentUser->Id);
die "We need Arguments like Queuename, Description and Mail Address\n"
unless ($#ARGV==2);
my $Queuename=shift @ARGV;
my $Queuedescription=shift @ARGV;
my $Queuemail=shift @ARGV;
my $Queue = RT::Queue->new($CurrentUser);
my
($id,$Message)=$Queue->Create(Name=>$Queuename,Description=>$Queuedescription,CorrespondAddress=>$Queuemail);
if ($id){
        print $Message."\n";
        }
        else{
                print"This is a error!\n$Message\n";
                }
--
called from a shell script:

--
#!/bin/bash
P1=/opt/rt3/local/bin/
U1=/opt/rt3/local/bin/queuelist

while read zeile; do
        set -- $zeile
        echo "Bearbeite Queue: "$1 $2 $3
        /usr/bin/perl ${P1}createqueue.pl $1 $2 $3
done<$U1
--

Try it, its much more secure.

2007/10/24, Jos? de Paula Eufr?sio J?nior <jose.junior at mds.gov.br>:
>
> Is it possible? I have 30+ queues to create, is it possible to create
> the queues directly on the database or using a script?
>
> Thanks.
>
> []s
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll
> take
> up to 20 percent off the price. This sale won't last long, so get in touch
> today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jordanov at brg.bg  Thu Oct 25 05:56:54 2007
From: jordanov at brg.bg (Boris Jordanov)
Date: Thu, 25 Oct 2007 12:56:54 +0300
Subject: [rt-users] Merge or delete users
Message-ID: <47206866.1050109@brg.bg>

Hi people,
I try to integrate RT with MS AD and the LDAP tips from the wiki to get 
the user data on user creation, and it is almost working. The customer 
is using Windows 2003 for DC and Exchange 5.5. Exchange 5.5 is pretty 
old and is not well integrated with AD. So, when the user opens 
http://helpdesk in the browser, the credential sent to RT from Apache is 
the user's logon name, let it be userx. The user creates a ticket with 
requestor userx. Then the user sends an email to helpdesk at organisation, 
and because Exchange 5.5 is stupid, and no one has entered the user's 
emails into their AD account details, RT creates a new user 
userx at organisation. And there is the problem - one user, two RT 
accounts. Can two users be merged somehow, or can I delete entirely an 
user, to be able to assign it's email to another user?
Thanks in advance.
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From krishna.prasad at spartanlabs.com  Thu Oct 25 08:47:24 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Thu, 25 Oct 2007 18:17:24 +0530
Subject: [rt-users] new address added in cc list when the issue is still
	open?
Message-ID: <20071025124740.EA2F24D8004@diesel.bestpractical.com>

I have a query regarding as below:

 

If a new address added in the 'CC' list in the email correspondence by the
client or owner while the issue is still open, gets added in the RT system
in its 'CC' list for future correspondence. Can any one help on this issue?

 

Thanks!!!

 

 

With Regards, 

Krishna Prasad 

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From HelmuthRamirez at compupay.com  Thu Oct 25 08:56:17 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Thu, 25 Oct 2007 08:56:17 -0400
Subject: [rt-users] Email communication stops
	randomly...rebootingapacheresolves
In-Reply-To: <AEF9A775349E9043A33352B6CD28A42304C2B253@NEWMAN.TIMCO.aero>
References: <AEF9A775349E9043A33352B6CD28A42304C2B252@NEWMAN.TIMCO.aero>
	<7314881427FC8A4081673E8CEEA79249062752CF@EXMIAMI01.compupay.com>
	<AEF9A775349E9043A33352B6CD28A42304C2B253@NEWMAN.TIMCO.aero>
Message-ID: <7314881427FC8A4081673E8CEEA79249062752D3@EXMIAMI01.compupay.com>

Yes, running Debian 4 as well.  Here is my config as per the RT menu
option (mentioned in a later e-mail)

 

Loaded perl modules

Perl v5.8.8 under linux 
  Apache2::Const v2.000002;
  Apache2::Log v2.000002;
  Apache2::Module v2.000002;
  Apache2::RequestIO v2.000002;
  Apache2::RequestRec v2.000002;
  Apache2::RequestUtil v2.000002;
  Apache2::Response v2.000002;
  Apache2::ServerUtil v2.000002;
  Apache2::Status v4.00;
  Apache::DBI v1.04;
  Apache::Session v1.81;
  Apache::Session::Generate::MD5 v2.1;
  Apache::Session::Lock::MySQL v1.00;
  Apache::Session::MySQL v1.01;
  Apache::Session::Serialize::Storable v1.00;
  Apache::Session::Store::DBI v1.02;
  Apache::Session::Store::MySQL v1.04;
  APR v0.009000;
  APR::Pool v0.009000;
  APR::Table v0.009000;
  AutoLoader v5.60;
  base v2.07;
  Benchmark v1.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.26;
  Carp v1.04;
  CGI v3.15;
  CGI::Cookie v1.26;
  CGI::Util v1.5;
  Class::Container v0.12;
  Class::Data::Inheritable v0.04;
  Class::ReturnValue v0.53;
  Clone v0.15;
  constant v1.05;
  Convert::ASN1 v0.20;
  Cwd v3.12;
  Data::Dumper v2.121_08;
  Date::Format v2.22;
  Date::Parse v2.27;
  DBD::mysql v2.9006;
  DBI v1.46;
  DBIx::SearchBuilder v1.45;
  DBIx::SearchBuilder::Union v0;
  DBIx::SearchBuilder::Unique v0.01;
  Devel::StackTrace v1.11;
  Devel::StackTraceFrame v0.6;
  Digest::base v1.00;
  Digest::MD5 v2.36;
  DynaLoader v1.04;
  Encode v2.12;
  Encode::Alias v2.04;
  Encode::Config v2.01;
  Encode::Encoding v2.02;
  Encode::Guess v2.00;
  Encode::Unicode v2.02;
  Errno v1.0901;
  Exception::Class v1.21;
  Exception::Class::Base v1.2;
  Exporter v5.58;
  Exporter::Heavy v5.58;
  Fcntl v1.05;
  fields v2.03;
  File::Basename v2.74;
  File::Glob v1.05;
  File::Path v1.08;
  File::Spec v3.12;
  File::Spec::Functions v1.3;
  File::Spec::Unix v1.5;
  File::Temp v0.16;
  FileHandle v2.01;
  HTML::Element v3.16;
  HTML::Entities v1.29;
  HTML::Formatter v2.04;
  HTML::FormatText v2.04;
  HTML::Mason v1.35;
  HTML::Mason::ApacheHandler v1.69;
  HTML::Mason::Exception v1.1;
  HTML::Mason::Exception::Abort v1.1;
  HTML::Mason::Exception::Compilation v1.1;
  HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
  HTML::Mason::Exception::Compiler v1.1;
  HTML::Mason::Exception::Decline v1.1;
  HTML::Mason::Exception::Params v1.1;
  HTML::Mason::Exception::Syntax v1.1;
  HTML::Mason::Exception::System v1.1;
  HTML::Mason::Exception::TopLevelNotFound v1.1;
  HTML::Mason::Exception::VirtualMethod v1.1;
  HTML::Mason::Exceptions v1.43;
  HTML::Parser v3.45;
  HTML::Scrubber v0.08;
  HTML::Tagset v3.10;
  HTML::TreeBuilder v3.13;
  HTTP::Date v1.47;
  I18N::LangTags v0.35;
  I18N::LangTags::Detect v1.03;
  integer v1.00;
  IO v1.22;
  IO::File v1.13;
  IO::Handle v1.25;
  IO::InnerFile v2.110;
  IO::Lines v2.110;
  IO::Scalar v2.110;
  IO::ScalarArray v2.110;
  IO::Seekable v1.1;
  IO::Select v1.17;
  IO::Socket v1.29;
  IO::Socket::INET v1.29;
  IO::Socket::UNIX v1.22;
  IO::Wrap v2.110;
  IO::WrapTie v2.110;
  IPC::Open2 v1.02;
  IPC::Open3 v1.02;
  lib v0.5565;
  List::Util v1.18;
  Locale::Maketext v1.09;
  Locale::Maketext::Fuzzy v0.02;
  Locale::Maketext::Lexicon v0.62;
  Locale::Maketext::Lexicon::Gettext v0.15;
  Log::Dispatch v2.11;
  Log::Dispatch::Base v1.09;
  Log::Dispatch::Output v1.26;
  Log::Dispatch::Screen v1.17;
  Log::Dispatch::Syslog v1.18;
  Mail::Address v1.74;
  Mail::Field v1.74;
  Mail::Field::AddrList v1.74;
  Mail::Field::Date v1.74;
  Mail::Header v1.74;
  Mail::Internet v1.74;
  MIME::Base64 v3.07;
  MIME::Body v5.420;
  MIME::Decoder v5.420;
  MIME::Decoder::Base64 v5.420;
  MIME::Decoder::Binary v5.420;
  MIME::Decoder::NBit v5.420;
  MIME::Decoder::QuotedPrint v5.420;
  MIME::Entity v5.420;
  MIME::Field::ContDisp v5.420;
  MIME::Field::ConTraEnc v5.420;
  MIME::Field::ContType v5.420;
  MIME::Field::ParamVal v5.420;
  MIME::Head v5.420;
  MIME::Parser v5.420;
  MIME::QuotedPrint v3.07;
  MIME::Tools v5.420;
  MIME::Words v5.420;
  mod_perl v2.000002;
  mod_perl2 v2.000002;
  ModPerl::Const v2.000002;
  Module::Versions::Report v1.02;
  Net::LDAP v0.33;
  Net::LDAP::ASN v0.03;
  Net::LDAP::Bind v1.02;
  Net::LDAP::Constant v0.04;
  Net::LDAP::Entry v0.22;
  Net::LDAP::Filter v0.14;
  Net::LDAP::Message v1.08;
  Net::LDAP::Search v0.10;
  Net::LDAP::Util v0.10;
  overload v1.04;
  Params::Validate v0.76;
  POSIX v1.09;
  re v0.05;
  Regexp::Common v2.120;
  Regexp::Common::delimited v2.104;
  RT v3.6.3;
  RT::Interface::Email v2;
  Scalar::Util v1.18;
  SelectSaver v1.01;
  Socket v1.78;
  Storable v2.15;
  strict v1.03;
  Symbol v1.06;
  Sys::Syslog v0.13;
  Text::Autoformat v1.13;
  Text::Quoted v1.8;
  Text::Reform v1.11;
  Text::Tabs v2005.0824;
  Text::Template v1.44;
  Text::Wrapper v1.000;
  Tie::Hash v1.02;
  Time::HiRes v1.86;
  Time::JulianDay v2003.1125;
  Time::Local v1.11;
  Time::ParseDate v2003.1126;
  Time::Timezone v2003.0211;
  Time::Zone v2.22;
  Tree::Simple v1.14;
  UNIVERSAL v1.01;
  UNIVERSAL::require v0.03;
  URI v1.35;
  URI::Escape v3.28;
  URI::URL v5.03;
  URI::WithBase v2.19;
  utf8 v1.06;
  vars v1.01;
  warnings v1.05;
  warnings::register v1.01;
  XML::Parser v2.34;
  XML::Parser::Expat v2.34;
  XML::RSS v1.05;
  XSLoader v0.06;

 

From: John Wells [mailto:John.Wells at TIMCO.aero] 
Sent: Wednesday, October 24, 2007 6:06 PM
To: Helmuth Ramirez; RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] Email communication stops
randomly...rebootingapacheresolves

 

> Side note: may I ask what you ran to show your 'env details'?

I used a mix...

Mostly "dpkg -l | grep <package>" to find version info about items
installed via apt. perl -V to get perl bits, and "locate CGI.pm | grep
VERSION=" to find the versions of CGI.pm on my machine.

Hope this helps. Are you on Debian 4 as well?

Thanks,
John 


-- 
This message has been scanned for viruses and 
dangerous content by MailScanner <http://www.mailscanner.info/> , and is

believed to be clean. 

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From HelmuthRamirez at compupay.com  Thu Oct 25 08:57:18 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Thu, 25 Oct 2007 08:57:18 -0400
Subject: [rt-users] Email communication
	stopsrandomly...rebootingapacheresolves
In-Reply-To: <A6EA8BA3E2776540BBC22A6C4D259D739CEB95@MAILSERVER.pevianimail.local>
References: <AEF9A775349E9043A33352B6CD28A42304C2B252@NEWMAN.TIMCO.aero><7314881427FC8A4081673E8CEEA79249062752CF@EXMIAMI01.compupay.com>
	<AEF9A775349E9043A33352B6CD28A42304C2B253@NEWMAN.TIMCO.aero>
	<A6EA8BA3E2776540BBC22A6C4D259D739CEB95@MAILSERVER.pevianimail.local>
Message-ID: <7314881427FC8A4081673E8CEEA79249062752D4@EXMIAMI01.compupay.com>

That's practical!  It works on 3.6.3 too!

 

From: Gianluca Cecchi [mailto:gcecchi at peviani.it] 
Sent: Thursday, October 25, 2007 2:55 AM
To: John Wells; Helmuth Ramirez; RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] Email communication
stopsrandomly...rebootingapacheresolves

 

 

I don't know from which version of RT, but at least on 3.6.5 you can
select from the gui, connected as root

Configuration --> Tools --> System Configuration
and you get something like:

Perl v5.8.8 under linux
  Apache2::Access v2.000002;
  Apache2::Connection v2.000002;
  Apache2::Const v2.000002;
  Apache2::Log v2.000002;
  Apache2::Module v2.000002;
  Apache2::RequestIO v2.000002;
  Apache2::RequestRec v2.000002;
  Apache2::RequestUtil v2.000002;
  Apache2::Response v2.000002;
  Apache2::ServerUtil v2.000002;
  Apache2::Status v4.00;
  Apache2::SubRequest v2.000002;
  Apache::DBI v1.05;
  Apache::Ocsinventory v0.80;
  Apache::Session v1.81;
  Apache::Session::Generate::MD5 v2.1;
  Apache::Session::Lock::MySQL v1.00;
  Apache::Session::MySQL v1.01;
  Apache::Session::Serialize::Storable v1.00;
  Apache::Session::Store::DBI v1.02;
  Apache::Session::Store::MySQL v1.04;
  APR v0.009000;
  APR::Pool v0.009000;
  APR::Table v0.009000;
  AutoLoader v5.60;
  base v2.07;
  Benchmark v1.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.27;
  Carp v1.04;
  CGI v3.15;
  CGI::Cookie v1.26;
  CGI::Util v1.5;
  Class::Container v0.12;
  Class::Data::Inheritable v0.06;
  Class::ReturnValue v0.53;
  Clone v0.22;
  Compress::Zlib v1.42;
  constant v1.05;
  Cwd v3.12;
  Data::Dumper v2.121_08;
  Date::Format v2.22;
  Date::Parse v2.27;
  DBD::mysql v3.0007;
  DBI v1.52;
....

ecc.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of John Wells
Sent: Thu 10/25/2007 12:06 AM
To: Helmuth Ramirez; RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] Email communication
stopsrandomly...rebootingapacheresolves

> Side note: may I ask what you ran to show your 'env details'?

I used a mix...

Mostly "dpkg -l | grep <package>" to find version info about items
installed via apt. perl -V to get perl bits, and "locate CGI.pm | grep
VERSION=" to find the versions of CGI.pm on my machine.

Hope this helps. Are you on Debian 4 as well?

Thanks,
John


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From jose.canton at atosorigin.com  Thu Oct 25 08:54:15 2007
From: jose.canton at atosorigin.com (Jose Antonio Canton Olid)
Date: Thu, 25 Oct 2007 14:54:15 +0200
Subject: [rt-users] new address added in cc list when the issue is still
	open?
Message-ID: <5584767C35D48D4E885646642939DFE101E493CE@INTMAIL01.es.int.atosorigin.com>

I think that "Set($ParseNewMessageForTicketCcs,false);" can solve this.

 

Josep

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Krishna
Prasad
Sent: jueves, 25 de octubre de 2007 14:47
To: 'Drew Barnes'; 'Kenneth Crocker';
rt-users-request at lists.bestpractical.com;
rt-users at lists.bestpractical.com
Subject: [rt-users] new address added in cc list when the issue is still
open?

 

I have a query regarding as below:

 

If a new address added in the 'CC' list in the email correspondence by
the client or owner while the issue is still open, gets added in the RT
system in its 'CC' list for future correspondence. Can any one help on
this issue?

 

Thanks!!!

 

 

With Regards, 

Krishna Prasad 


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From John.Wells at TIMCO.aero  Thu Oct 25 09:11:50 2007
From: John.Wells at TIMCO.aero (John Wells)
Date: Thu, 25 Oct 2007 09:11:50 -0400
Subject: [rt-users] Email communication
	stopsrandomly...rebootingapacheresolves
References: <AEF9A775349E9043A33352B6CD28A42304C2B252@NEWMAN.TIMCO.aero><7314881427FC8A4081673E8CEEA79249062752CF@EXMIAMI01.compupay.com>
	<AEF9A775349E9043A33352B6CD28A42304C2B253@NEWMAN.TIMCO.aero>
	<A6EA8BA3E2776540BBC22A6C4D259D739CEB95@MAILSERVER.pevianimail.local>
	<7314881427FC8A4081673E8CEEA79249062752D4@EXMIAMI01.compupay.com>
Message-ID: <AEF9A775349E9043A33352B6CD28A42304C2B256@NEWMAN.TIMCO.aero>


> That's practical!  It works on 3.6.3 too!

Cool...so now we know how to get the info out. Now, how to fix this issue? Does something need to be upgraded? How can we debug this? Anyone?

Here's my config info a la RT:

Loaded perl modules

Perl v5.8.8 under linux 
  Apache2::Access v2.000002;
  Apache2::Connection v2.000002;
  Apache2::Const v2.000002;
  Apache2::Filter v2.000002;
  Apache2::Log v2.000002;
  Apache2::Module v2.000002;
  Apache2::RequestIO v2.000002;
  Apache2::RequestRec v2.000002;
  Apache2::RequestUtil v2.000002;
  Apache2::Response v2.000002;
  Apache2::ServerRec v2.000002;
  Apache2::ServerUtil v2.000002;
  Apache2::Status v4.00;
  Apache2::SubRequest v2.000002;
  Apache2::URI v2.000002;
  Apache2::Util v2.000002;
  Apache::DBI v1.04;
  Apache::Session v1.81;
  Apache::Session::Generate::MD5 v2.1;
  Apache::Session::Lock::Null v1.01;
  Apache::Session::Postgres v1.01;
  Apache::Session::Serialize::Base64 v1.00;
  Apache::Session::Store::DBI v1.02;
  Apache::Session::Store::Postgres v1.03;
  APR v0.009000;
  APR::Brigade v0.009000;
  APR::Bucket v0.009000;
  APR::Const v0.009000;
  APR::Date v0.009000;
  APR::Pool v0.009000;
  APR::Table v0.009000;
  APR::URI v0.009000;
  APR::Util v0.009000;
  AutoLoader v5.60;
  base v2.07;
  Benchmark v1.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.26;
  Calendar::Simple v1.17;
  Carp v1.04;
  CGI v3.15;
  CGI::Cookie v1.26;
  CGI::Util v1.5;
  Class::Container v0.12;
  Class::Data::Inheritable v0.04;
  Class::ReturnValue v0.53;
  Clone v0.18;
  constant v1.05;
  Cwd v3.12;
  Data::Dumper v2.121_08;
  Date::Format v2.22;
  Date::Parse v2.27;
  DBD::Pg v1.49;
  DBD::Sponge v11.10;
  DBI v1.53;
  DBIx::SearchBuilder v1.45;
  DBIx::SearchBuilder::Union v0;
  DBIx::SearchBuilder::Unique v0.01;
  Devel::StackTrace v1.11;
  Devel::StackTraceFrame v0.6;
  Digest::base v1.00;
  Digest::MD5 v2.36;
  DynaLoader v1.04;
  Encode v2.12;
  Encode::Alias v2.04;
  Encode::Config v2.01;
  Encode::Encoding v2.02;
  Encode::Guess v2.00;
  Encode::Unicode v2.02;
  Errno v1.0901;
  Exception::Class v1.21;
  Exception::Class::Base v1.2;
  Exporter v5.58;
  Exporter::Heavy v5.58;
  Fcntl v1.05;
  fields v2.03;
  File::Basename v2.74;
  File::Glob v1.05;
  File::Path v1.08;
  File::Spec v3.12;
  File::Spec::Functions v1.3;
  File::Spec::Unix v1.5;
  File::Temp v0.16;
  FileHandle v2.01;
  HTML::Element v3.16;
  HTML::Entities v1.35;
  HTML::Formatter v2.04;
  HTML::FormatText v2.04;
  HTML::Mason v1.35;
  HTML::Mason::ApacheHandler v1.69;
  HTML::Mason::Exception v1.1;
  HTML::Mason::Exception::Abort v1.1;
  HTML::Mason::Exception::Compilation v1.1;
  HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
  HTML::Mason::Exception::Compiler v1.1;
  HTML::Mason::Exception::Decline v1.1;
  HTML::Mason::Exception::Params v1.1;
  HTML::Mason::Exception::Syntax v1.1;
  HTML::Mason::Exception::System v1.1;
  HTML::Mason::Exception::TopLevelNotFound v1.1;
  HTML::Mason::Exception::VirtualMethod v1.1;
  HTML::Mason::Exceptions v1.43;
  HTML::Parser v3.55;
  HTML::Scrubber v0.08;
  HTML::Tagset v3.10;
  HTML::TreeBuilder v3.13;
  HTTP::Date v1.47;
  I18N::LangTags v0.35;
  I18N::LangTags::Detect v1.03;
  I18N::LangTags::List v0.35;
  integer v1.00;
  IO v1.22;
  IO::File v1.13;
  IO::Handle v1.25;
  IO::InnerFile v2.110;
  IO::Lines v2.110;
  IO::Scalar v2.110;
  IO::ScalarArray v2.110;
  IO::Seekable v1.1;
  IO::Wrap v2.110;
  IO::WrapTie v2.110;
  IPC::Open2 v1.02;
  IPC::Open3 v1.02;
  lib v0.5565;
  List::Util v1.18;
  Locale::Maketext v1.09;
  Locale::Maketext::Fuzzy v0.02;
  Locale::Maketext::Lexicon v0.62;
  Locale::Maketext::Lexicon::Gettext v0.15;
  Log::Dispatch v2.11;
  Log::Dispatch::Base v1.09;
  Log::Dispatch::Output v1.26;
  Log::Dispatch::Screen v1.17;
  Log::Dispatch::Syslog v1.18;
  Mail::Address v1.74;
  Mail::Field v1.74;
  Mail::Field::AddrList v1.74;
  Mail::Field::Date v1.74;
  Mail::Header v1.74;
  Mail::Internet v1.74;
  MIME::Base64 v3.07;
  MIME::Body v5.420;
  MIME::Decoder v5.420;
  MIME::Decoder::Base64 v5.420;
  MIME::Decoder::Binary v5.420;
  MIME::Decoder::NBit v5.420;
  MIME::Decoder::QuotedPrint v5.420;
  MIME::Entity v5.420;
  MIME::Field::ContDisp v5.420;
  MIME::Field::ConTraEnc v5.420;
  MIME::Field::ContType v5.420;
  MIME::Field::ParamVal v5.420;
  MIME::Head v5.420;
  MIME::Parser v5.420;
  MIME::QuotedPrint v3.07;
  MIME::Tools v5.420;
  MIME::Words v5.420;
  mod_perl v2.000002;
  mod_perl2 v2.000002;
  ModPerl::Const v2.000002;
  Module::Versions::Report v1.02;
  overload v1.04;
  Params::Validate v0.77;
  POSIX v1.09;
  re v0.05;
  Regexp::Common v2.120;
  Regexp::Common::delimited v2.104;
  RT v3.6.1;
  RT::Interface::Email v2;
  Scalar::Util v1.18;
  SelectSaver v1.01;
  Socket v1.78;
  Storable v2.15;
  strict v1.03;
  Symbol v1.06;
  Sys::Syslog v0.13;
  Text::Autoformat v1.13;
  Text::Quoted v1.8;
  Text::Reform v1.11;
  Text::Tabs v2005.0824;
  Text::Template v1.44;
  Text::Wrapper v1.000;
  Time::HiRes v1.86;
  Time::JulianDay v2003.1125;
  Time::Local v1.11;
  Time::ParseDate v2003.1126;
  Time::Timezone v2003.0211;
  Time::Zone v2.22;
  Tree::Simple v1.17;
  UNIVERSAL v1.01;
  UNIVERSAL::require v0.10;
  URI v1.35;
  URI::Escape v3.28;
  URI::URL v5.03;
  URI::WithBase v2.19;
  utf8 v1.06;
  vars v1.01;
  Want v0.09;
  warnings v1.05;
  warnings::register v1.01;
  XSLoader v0.06;



RT Variables
RT::AmbiguousDayInPast 	1
RT::BasePath 	/usr/share/request-tracker3.6
RT::BinPath 	/usr/bin
RT::CORE_CONFIG_FILE 	/etc/request-tracker3.6/RT_Config.pm
RT::CommentAddress 	rt-comment at rt.timco.aero
RT::CorrespondAddress 	rt at rt.timco.aero
RT::DatabaseHost 	localhost
RT::DatabaseName 	rtdb
RT::DatabasePassword 	Password not printed
RT::DatabaseRTHost 	localhost
RT::DatabaseType 	Pg
RT::DatabaseUser 	rtuser
RT::DateDayBeforeMonth 	1
RT::DefaultSearchResultFormat 	'<B><A HREF="/rt/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A HREF="/rt/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '<small>__Requestors__</small>', '<small>__CreatedRelative__</small>', '<small>__ToldRelative__</small>', '<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</small>'
RT::DefaultSummaryRows 	10
RT::EmailOutputEncoding 	utf-8
RT::EtcPath 	/etc/request-tracker3.6
RT::FriendlyFromLineFormat 	"%s via RT" <%s>
RT::FriendlyToLineFormat 	"%s of rt.timco.aero Ticket #%s":;
RT::LocalEtcPath 	/usr/local/share/request-tracker3.6/etc
RT::LocalLexiconPath 	/usr/local/share/request-tracker3.6/po
RT::LocalPath 	/usr/local/share/request-tracker3.6
RT::LogDir 	/var/log/request-tracker3.6
RT::LogToFileNamed 	rt.log
RT::LogToScreen 	error
RT::LogToSyslog 	debug
RT::LogoURL 	/rt/NoAuth/images/bplogo.gif
RT::LoopsToRTOwner 	1
RT::MailCommand 	sendmailpipe
RT::MasonComponentRoot 	/usr/share/request-tracker3.6/html
RT::MasonDataDir 	/var/cache/request-tracker3.6/mason_data
RT::MasonLocalComponentRoot 	/usr/local/share/request-tracker3.6/html
RT::MasonSessionDir 	/var/cache/request-tracker3.6/session_data
RT::MaxAttachmentSize 	10000000
RT::MaxInlineBody 	13456
RT::MessageBoxWidth 	72
RT::MessageBoxWrap 	HARD
RT::MinimumPasswordLength 	5
RT::OldestTransactionsFirst 	1
RT::Organization 	www.timco.aero
RT::OwnerEmail 	root
RT::RTAddressRegexp 	^rt\@example.com$
RT::RecordOutgoingEmail 	1
RT::RedistributeAutoGeneratedMessages 	privileged
RT::SITE_CONFIG_FILE 	/etc/request-tracker3.6/RT_SiteConfig.pm
RT::SendmailArguments 	-oi -t
RT::SendmailBounceArguments 	-f "<>"
RT::SendmailPath 	/usr/sbin/sendmail
RT::ShowTransactionImages 	1
RT::StrictLinkACL 	1
RT::Timezone 	US/NewYork
RT::UseFriendlyFromLine 	1
RT::VERSION 	3.6.1
RT::VarPath 	/var/cache/request-tracker3.6
RT::WebBaseURL 	http://rt.timco.aero
RT::WebDefaultStylesheet 	3.5-default
RT::WebFlushDbCacheEveryRequest 	1
RT::WebImagesURL 	/rt/NoAuth/images/
RT::WebPath 	/rt
RT::WebPort 	80
RT::WebURL 	http://rt.timco.aero/rt/
RT::rtname 	rt.timco.aero
Perl configuration

Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
  Platform:
    osname=linux, osvers=2.6.18.3, archname=i486-linux-gnu-thread-multi
    uname='linux saens 2.6.18.3 #1 smp sat nov 25 13:39:52 est 2006 i686 gnulinux '
    config_args='-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN -Dcccdlflags=-fPIC -Darchname=i486-linux-gnu -Dprefix=/usr -Dprivlib=/usr/share/perl/5.8 -Darchlib=/usr/lib/perl/5.8 -Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5 -Dvendorarch=/usr/lib/perl5 -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl/5.8.8 -Dsitearch=/usr/local/lib/perl/5.8.8 -Dman1dir=/usr/share/man/man1 -Dman3dir=/usr/share/man/man3 -Dsiteman1dir=/usr/local/man/man1 -Dsiteman3dir=/usr/local/man/man3 -Dman1ext=1 -Dman3ext=3perl -Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh -Uusesfio -Uusenm -Duseshrplib -Dlibperl=libperl.so.5.8.8 -Dd_dosuid -des'
    hint=recommended, useposix=true, d_sigaction=define
    usethreads=define use5005threads=undef useithreads=define usemultiplicity=define
    useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
    use64bitint=undef use64bitall=undef uselongdouble=undef
    usemymalloc=n, bincompat5005=undef
  Compiler:
    cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64',
    optimize='-O2',
    cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include'
    ccversion='', gccversion='4.1.2 20061115 (prerelease) (Debian 4.1.1-20)', gccosandvers=''
    intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
    ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8
    alignbytes=4, prototype=define
  Linker and Libraries:
    ld='cc', ldflags =' -L/usr/local/lib'
    libpth=/usr/local/lib /lib /usr/lib
    libs=-lgdbm -lgdbm_compat -ldb -ldl -lm -lpthread -lc -lcrypt
    perllibs=-ldl -lm -lpthread -lc -lcrypt
    libc=/lib/libc-2.3.6.so, so=so, useshrplib=true, libperl=libperl.so.5.8.8
    gnulibc_version='2.3.6'
  Dynamic Linking:
    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E'
    cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'



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From barnesaw at ucrwcu.rwc.uc.edu  Thu Oct 25 09:20:35 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 25 Oct 2007 09:20:35 -0400
Subject: [rt-users] Email
	communication	stopsrandomly...rebootingapacheresolves
In-Reply-To: <AEF9A775349E9043A33352B6CD28A42304C2B256@NEWMAN.TIMCO.aero>
References: <AEF9A775349E9043A33352B6CD28A42304C2B252@NEWMAN.TIMCO.aero><7314881427FC8A4081673E8CEEA79249062752CF@EXMIAMI01.compupay.com>	<AEF9A775349E9043A33352B6CD28A42304C2B253@NEWMAN.TIMCO.aero>	<A6EA8BA3E2776540BBC22A6C4D259D739CEB95@MAILSERVER.pevianimail.local>	<7314881427FC8A4081673E8CEEA79249062752D4@EXMIAMI01.compupay.com>
	<AEF9A775349E9043A33352B6CD28A42304C2B256@NEWMAN.TIMCO.aero>
Message-ID: <47209823.6050206@ucrwcu.rwc.uc.edu>

Anything in your RT logs around the time it stops sending mail?  That
info will likely be more useful than a list of perl modules.


John Wells wrote:
>
> > That's practical!  It works on 3.6.3 too!
>
> Cool...so now we know how to get the info out. Now, how to fix this
> issue? Does something need to be upgraded? How can we debug this? Anyone?
>
> Here's my config info a la RT:
>
> Loaded perl modules
>
> Perl v5.8.8 under linux
>   Apache2::Access v2.000002;
>   Apache2::Connection v2.000002;
>   Apache2::Const v2.000002;
>   Apache2::Filter v2.000002;
>   Apache2::Log v2.000002;
>   Apache2::Module v2.000002;
>   Apache2::RequestIO v2.000002;
>   Apache2::RequestRec v2.000002;
>   Apache2::RequestUtil v2.000002;
>   Apache2::Response v2.000002;
>   Apache2::ServerRec v2.000002;
>   Apache2::ServerUtil v2.000002;
>   Apache2::Status v4.00;
>   Apache2::SubRequest v2.000002;
>   Apache2::URI v2.000002;
>   Apache2::Util v2.000002;
>   Apache::DBI v1.04;
>   Apache::Session v1.81;
>   Apache::Session::Generate::MD5 v2.1;
>   Apache::Session::Lock::Null v1.01;
>   Apache::Session::Postgres v1.01;
>   Apache::Session::Serialize::Base64 v1.00;
>   Apache::Session::Store::DBI v1.02;
>   Apache::Session::Store::Postgres v1.03;
>   APR v0.009000;
>   APR::Brigade v0.009000;
>   APR::Bucket v0.009000;
>   APR::Const v0.009000;
>   APR::Date v0.009000;
>   APR::Pool v0.009000;
>   APR::Table v0.009000;
>   APR::URI v0.009000;
>   APR::Util v0.009000;
>   AutoLoader v5.60;
>   base v2.07;
>   Benchmark v1.07;
>   bytes v1.02;
>   Cache::Simple::TimedExpiry v0.26;
>   Calendar::Simple v1.17;
>   Carp v1.04;
>   CGI v3.15;
>   CGI::Cookie v1.26;
>   CGI::Util v1.5;
>   Class::Container v0.12;
>   Class::Data::Inheritable v0.04;
>   Class::ReturnValue v0.53;
>   Clone v0.18;
>   constant v1.05;
>   Cwd v3.12;
>   Data::Dumper v2.121_08;
>   Date::Format v2.22;
>   Date::Parse v2.27;
>   DBD::Pg v1.49;
>   DBD::Sponge v11.10;
>   DBI v1.53;
>   DBIx::SearchBuilder v1.45;
>   DBIx::SearchBuilder::Union v0;
>   DBIx::SearchBuilder::Unique v0.01;
>   Devel::StackTrace v1.11;
>   Devel::StackTraceFrame v0.6;
>   Digest::base v1.00;
>   Digest::MD5 v2.36;
>   DynaLoader v1.04;
>   Encode v2.12;
>   Encode::Alias v2.04;
>   Encode::Config v2.01;
>   Encode::Encoding v2.02;
>   Encode::Guess v2.00;
>   Encode::Unicode v2.02;
>   Errno v1.0901;
>   Exception::Class v1.21;
>   Exception::Class::Base v1.2;
>   Exporter v5.58;
>   Exporter::Heavy v5.58;
>   Fcntl v1.05;
>   fields v2.03;
>   File::Basename v2.74;
>   File::Glob v1.05;
>   File::Path v1.08;
>   File::Spec v3.12;
>   File::Spec::Functions v1.3;
>   File::Spec::Unix v1.5;
>   File::Temp v0.16;
>   FileHandle v2.01;
>   HTML::Element v3.16;
>   HTML::Entities v1.35;
>   HTML::Formatter v2.04;
>   HTML::FormatText v2.04;
>   HTML::Mason v1.35;
>   HTML::Mason::ApacheHandler v1.69;
>   HTML::Mason::Exception v1.1;
>   HTML::Mason::Exception::Abort v1.1;
>   HTML::Mason::Exception::Compilation v1.1;
>   HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
>   HTML::Mason::Exception::Compiler v1.1;
>   HTML::Mason::Exception::Decline v1.1;
>   HTML::Mason::Exception::Params v1.1;
>   HTML::Mason::Exception::Syntax v1.1;
>   HTML::Mason::Exception::System v1.1;
>   HTML::Mason::Exception::TopLevelNotFound v1.1;
>   HTML::Mason::Exception::VirtualMethod v1.1;
>   HTML::Mason::Exceptions v1.43;
>   HTML::Parser v3.55;
>   HTML::Scrubber v0.08;
>   HTML::Tagset v3.10;
>   HTML::TreeBuilder v3.13;
>   HTTP::Date v1.47;
>   I18N::LangTags v0.35;
>   I18N::LangTags::Detect v1.03;
>   I18N::LangTags::List v0.35;
>   integer v1.00;
>   IO v1.22;
>   IO::File v1.13;
>   IO::Handle v1.25;
>   IO::InnerFile v2.110;
>   IO::Lines v2.110;
>   IO::Scalar v2.110;
>   IO::ScalarArray v2.110;
>   IO::Seekable v1.1;
>   IO::Wrap v2.110;
>   IO::WrapTie v2.110;
>   IPC::Open2 v1.02;
>   IPC::Open3 v1.02;
>   lib v0.5565;
>   List::Util v1.18;
>   Locale::Maketext v1.09;
>   Locale::Maketext::Fuzzy v0.02;
>   Locale::Maketext::Lexicon v0.62;
>   Locale::Maketext::Lexicon::Gettext v0.15;
>   Log::Dispatch v2.11;
>   Log::Dispatch::Base v1.09;
>   Log::Dispatch::Output v1.26;
>   Log::Dispatch::Screen v1.17;
>   Log::Dispatch::Syslog v1.18;
>   Mail::Address v1.74;
>   Mail::Field v1.74;
>   Mail::Field::AddrList v1.74;
>   Mail::Field::Date v1.74;
>   Mail::Header v1.74;
>   Mail::Internet v1.74;
>   MIME::Base64 v3.07;
>   MIME::Body v5.420;
>   MIME::Decoder v5.420;
>   MIME::Decoder::Base64 v5.420;
>   MIME::Decoder::Binary v5.420;
>   MIME::Decoder::NBit v5.420;
>   MIME::Decoder::QuotedPrint v5.420;
>   MIME::Entity v5.420;
>   MIME::Field::ContDisp v5.420;
>   MIME::Field::ConTraEnc v5.420;
>   MIME::Field::ContType v5.420;
>   MIME::Field::ParamVal v5.420;
>   MIME::Head v5.420;
>   MIME::Parser v5.420;
>   MIME::QuotedPrint v3.07;
>   MIME::Tools v5.420;
>   MIME::Words v5.420;
>   mod_perl v2.000002;
>   mod_perl2 v2.000002;
>   ModPerl::Const v2.000002;
>   Module::Versions::Report v1.02;
>   overload v1.04;
>   Params::Validate v0.77;
>   POSIX v1.09;
>   re v0.05;
>   Regexp::Common v2.120;
>   Regexp::Common::delimited v2.104;
>   RT v3.6.1;
>   RT::Interface::Email v2;
>   Scalar::Util v1.18;
>   SelectSaver v1.01;
>   Socket v1.78;
>   Storable v2.15;
>   strict v1.03;
>   Symbol v1.06;
>   Sys::Syslog v0.13;
>   Text::Autoformat v1.13;
>   Text::Quoted v1.8;
>   Text::Reform v1.11;
>   Text::Tabs v2005.0824;
>   Text::Template v1.44;
>   Text::Wrapper v1.000;
>   Time::HiRes v1.86;
>   Time::JulianDay v2003.1125;
>   Time::Local v1.11;
>   Time::ParseDate v2003.1126;
>   Time::Timezone v2003.0211;
>   Time::Zone v2.22;
>   Tree::Simple v1.17;
>   UNIVERSAL v1.01;
>   UNIVERSAL::require v0.10;
>   URI v1.35;
>   URI::Escape v3.28;
>   URI::URL v5.03;
>   URI::WithBase v2.19;
>   utf8 v1.06;
>   vars v1.01;
>   Want v0.09;
>   warnings v1.05;
>   warnings::register v1.01;
>   XSLoader v0.06;
>
>
>
> RT Variables
> RT::AmbiguousDayInPast  1
> RT::BasePath    /usr/share/request-tracker3.6
> RT::BinPath     /usr/bin
> RT::CORE_CONFIG_FILE    /etc/request-tracker3.6/RT_Config.pm
> RT::CommentAddress      rt-comment at rt.timco.aero
> RT::CorrespondAddress   rt at rt.timco.aero
> RT::DatabaseHost        localhost
> RT::DatabaseName        rtdb
> RT::DatabasePassword    Password not printed
> RT::DatabaseRTHost      localhost
> RT::DatabaseType        Pg
> RT::DatabaseUser        rtuser
> RT::DateDayBeforeMonth  1
> RT::DefaultSearchResultFormat   '<B><A
> HREF="/rt/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
> '<B><A
> HREF="/rt/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
> Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
> '<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
> '<small>__ToldRelative__</small>',
> '<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</small>'
> RT::DefaultSummaryRows  10
> RT::EmailOutputEncoding         utf-8
> RT::EtcPath     /etc/request-tracker3.6
> RT::FriendlyFromLineFormat      "%s via RT" <%s>
> RT::FriendlyToLineFormat        "%s of rt.timco.aero Ticket #%s":;
> RT::LocalEtcPath        /usr/local/share/request-tracker3.6/etc
> RT::LocalLexiconPath    /usr/local/share/request-tracker3.6/po
> RT::LocalPath   /usr/local/share/request-tracker3.6
> RT::LogDir      /var/log/request-tracker3.6
> RT::LogToFileNamed      rt.log
> RT::LogToScreen         error
> RT::LogToSyslog         debug
> RT::LogoURL     /rt/NoAuth/images/bplogo.gif
> RT::LoopsToRTOwner      1
> RT::MailCommand         sendmailpipe
> RT::MasonComponentRoot  /usr/share/request-tracker3.6/html
> RT::MasonDataDir        /var/cache/request-tracker3.6/mason_data
> RT::MasonLocalComponentRoot     /usr/local/share/request-tracker3.6/html
> RT::MasonSessionDir     /var/cache/request-tracker3.6/session_data
> RT::MaxAttachmentSize   10000000
> RT::MaxInlineBody       13456
> RT::MessageBoxWidth     72
> RT::MessageBoxWrap      HARD
> RT::MinimumPasswordLength       5
> RT::OldestTransactionsFirst     1
> RT::Organization        www.timco.aero
> RT::OwnerEmail  root
> RT::RTAddressRegexp     ^rt\@example.com$
> RT::RecordOutgoingEmail         1
> RT::RedistributeAutoGeneratedMessages   privileged
> RT::SITE_CONFIG_FILE    /etc/request-tracker3.6/RT_SiteConfig.pm
> RT::SendmailArguments   -oi -t
> RT::SendmailBounceArguments     -f "<>"
> RT::SendmailPath        /usr/sbin/sendmail
> RT::ShowTransactionImages       1
> RT::StrictLinkACL       1
> RT::Timezone    US/NewYork
> RT::UseFriendlyFromLine         1
> RT::VERSION     3.6.1
> RT::VarPath     /var/cache/request-tracker3.6
> RT::WebBaseURL  http://rt.timco.aero
> RT::WebDefaultStylesheet        3.5-default
> RT::WebFlushDbCacheEveryRequest         1
> RT::WebImagesURL        /rt/NoAuth/images/
> RT::WebPath     /rt
> RT::WebPort     80
> RT::WebURL      http://rt.timco.aero/rt/
> RT::rtname      rt.timco.aero
> Perl configuration
>
> Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
>   Platform:
>     osname=linux, osvers=2.6.18.3, archname=i486-linux-gnu-thread-multi
>     uname='linux saens 2.6.18.3 #1 smp sat nov 25 13:39:52 est 2006
> i686 gnulinux '
>     config_args='-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN
> -Dcccdlflags=-fPIC -Darchname=i486-linux-gnu -Dprefix=/usr
> -Dprivlib=/usr/share/perl/5.8 -Darchlib=/usr/lib/perl/5.8
> -Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5
> -Dvendorarch=/usr/lib/perl5 -Dsiteprefix=/usr/local
> -Dsitelib=/usr/local/share/perl/5.8.8
> -Dsitearch=/usr/local/lib/perl/5.8.8 -Dman1dir=/usr/share/man/man1
> -Dman3dir=/usr/share/man/man3 -Dsiteman1dir=/usr/local/man/man1
> -Dsiteman3dir=/usr/local/man/man3 -Dman1ext=1 -Dman3ext=3perl
> -Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh -Uusesfio -Uusenm
> -Duseshrplib -Dlibperl=libperl.so.5.8.8 -Dd_dosuid -des'
>     hint=recommended, useposix=true, d_sigaction=define
>     usethreads=define use5005threads=undef useithreads=define
> usemultiplicity=define
>     useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
>     use64bitint=undef use64bitall=undef uselongdouble=undef
>     usemymalloc=n, bincompat5005=undef
>   Compiler:
>     cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS
> -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include
> -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64',
>     optimize='-O2',
>     cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN
> -fno-strict-aliasing -pipe -I/usr/local/include'
>     ccversion='', gccversion='4.1.2 20061115 (prerelease) (Debian
> 4.1.1-20)', gccosandvers=''
>     intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
>     d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
>     ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t',
> lseeksize=8
>     alignbytes=4, prototype=define
>   Linker and Libraries:
>     ld='cc', ldflags =' -L/usr/local/lib'
>     libpth=/usr/local/lib /lib /usr/lib
>     libs=-lgdbm -lgdbm_compat -ldb -ldl -lm -lpthread -lc -lcrypt
>     perllibs=-ldl -lm -lpthread -lc -lcrypt
>     libc=/lib/libc-2.3.6.so, so=so, useshrplib=true,
> libperl=libperl.so.5.8.8
>     gnulibc_version='2.3.6'
>   Dynamic Linking:
>     dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E'
>     cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'
>
>
>
> -- 
> This message has been scanned for viruses and
> dangerous content by *MailScanner* <http://www.mailscanner.info/>, and is
> believed to be clean.
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From dlamers at elcan.com  Thu Oct 25 09:31:48 2007
From: dlamers at elcan.com (Lamers, Dan)
Date: Thu, 25 Oct 2007 09:31:48 -0400
Subject: [rt-users] Merge or delete users
Message-ID: <DFAE69112DC03243849AAE26A27E2B0401ED50E1@emexch004002.elcan.com>

Hi Boris,

I have just configured this exact scenario.  Take a look at this page

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

Basically, you can use LDAP in Exchange 5.5 to cross reference between user
id and email address.  When users send an e-mail to RT, LDAP is used to
retrieve the userid from Exchange and therefore prevent the creation of 2
accounts.  

Hope this helps!

Dan

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Boris
Jordanov
Sent: Thursday, October 25, 2007 5:57 AM
To: RT-Users at lists.bestpractical.com
Subject: [rt-users] Merge or delete users

Hi people,
I try to integrate RT with MS AD and the LDAP tips from the wiki to get 
the user data on user creation, and it is almost working. The customer 
is using Windows 2003 for DC and Exchange 5.5. Exchange 5.5 is pretty 
old and is not well integrated with AD. So, when the user opens 
http://helpdesk in the browser, the credential sent to RT from Apache is 
the user's logon name, let it be userx. The user creates a ticket with 
requestor userx. Then the user sends an email to helpdesk at organisation, 
and because Exchange 5.5 is stupid, and no one has entered the user's 
emails into their AD account details, RT creates a new user 
userx at organisation. And there is the problem - one user, two RT 
accounts. Can two users be merged somehow, or can I delete entirely an 
user, to be able to assign it's email to another user?
Thanks in advance.


DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee.  Access to this
message by anyone else is unauthorized.  If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful.  Please immediately contact the sender if you have received this
message in error. Thank you. 




From krishna.prasad at spartanlabs.com  Thu Oct 25 09:32:41 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Thu, 25 Oct 2007 19:02:41 +0530
Subject: [rt-users] new address added in cc list when the issue is still
	open and should be notified that added person everytime as
	the cc people receives the mail?
Message-ID: <20071025133328.993A94D8257@diesel.bestpractical.com>

I have a query regarding as below:

 

If a new address added in the 'CC' list in the email correspondence by the
client or owner while the issue is still open, gets added in the RT system
in its 'CC' list for future correspondence. 

 

I want to keep the added address permanently in RT and the email
correspondence should be notified that added person every time as the cc
people receives the mail.

 

Can any one help on this issue?

 

Thanks!!!

 

 

 

With Regards, 

Krishna Prasad 

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From John.Wells at TIMCO.aero  Thu Oct 25 09:36:13 2007
From: John.Wells at TIMCO.aero (John Wells)
Date: Thu, 25 Oct 2007 09:36:13 -0400
Subject: [rt-users]
	Emailcommunication	stopsrandomly...rebootingapacheresolves
References: <AEF9A775349E9043A33352B6CD28A42304C2B252@NEWMAN.TIMCO.aero><7314881427FC8A4081673E8CEEA79249062752CF@EXMIAMI01.compupay.com>	<AEF9A775349E9043A33352B6CD28A42304C2B253@NEWMAN.TIMCO.aero>	<A6EA8BA3E2776540BBC22A6C4D259D739CEB95@MAILSERVER.pevianimail.local>	<7314881427FC8A4081673E8CEEA79249062752D4@EXMIAMI01.compupay.com><AEF9A775349E9043A33352B6CD28A42304C2B256@NEWMAN.TIMCO.aero>
	<47209823.6050206@ucrwcu.rwc.uc.edu>
Message-ID: <AEF9A775349E9043A33352B6CD28A42304C2B257@NEWMAN.TIMCO.aero>

Oct 12 10:38:16 rt RT: <rt-3.6.1-11326-1192199895-452.137-5-0 at www.timco.aero> #137/1814 - Scrip 5  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Oct 12 10:38:16 rt RT: <rt-3.6.1-11326-1192199895-452.137-5-0 at www.timco.aero> No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Oct 12 10:38:16 rt RT: <rt-3.6.1-11326-1192199895-452.137-6-0 at www.timco.aero> #137/1814 - Scrip 6  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Oct 12 10:38:16 rt RT: <rt-3.6.1-11326-1192199895-452.137-7-0 at www.timco.aero> #137/1814 - Scrip 7  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Oct 12 10:38:16 rt RT: <rt-3.6.1-11326-1192199895-452.137-7-0 at www.timco.aero> No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Oct 12 10:39:45 rt RT: Use of uninitialized value in substitution (s///) at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 617. (/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:617)

Problem is...we get similar messages when it's functioning normally! :(

Thanks,
John

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

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From HelmuthRamirez at compupay.com  Thu Oct 25 09:44:40 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Thu, 25 Oct 2007 09:44:40 -0400
Subject: [rt-users]
	Emailcommunication	stopsrandomly...rebootingapacheresolves
In-Reply-To: <AEF9A775349E9043A33352B6CD28A42304C2B257@NEWMAN.TIMCO.aero>
References: <AEF9A775349E9043A33352B6CD28A42304C2B252@NEWMAN.TIMCO.aero><7314881427FC8A4081673E8CEEA79249062752CF@EXMIAMI01.compupay.com>	<AEF9A775349E9043A33352B6CD28A42304C2B253@NEWMAN.TIMCO.aero>	<A6EA8BA3E2776540BBC22A6C4D259D739CEB95@MAILSERVER.pevianimail.local>	<7314881427FC8A4081673E8CEEA79249062752D4@EXMIAMI01.compupay.com><AEF9A775349E9043A33352B6CD28A42304C2B256@NEWMAN.TIMCO.aero>
	<47209823.6050206@ucrwcu.rwc.uc.edu>
	<AEF9A775349E9043A33352B6CD28A42304C2B257@NEWMAN.TIMCO.aero>
Message-ID: <7314881427FC8A4081673E8CEEA79249062752D8@EXMIAMI01.compupay.com>

I haven't been able to get anything remarkable from my logs either when
it just stops running.

 

From: John Wells [mailto:John.Wells at TIMCO.aero] 
Sent: Thursday, October 25, 2007 9:36 AM
To: Drew Barnes
Cc: RT-Users at lists.bestpractical.com; Helmuth Ramirez
Subject: RE: [rt-users] Emailcommunication
stopsrandomly...rebootingapacheresolves

 

Oct 12 10:38:16 rt RT:
<rt-3.6.1-11326-1192199895-452.137-5-0 at www.timco.aero> #137/1814 - Scrip
5  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Oct 12 10:38:16 rt RT:
<rt-3.6.1-11326-1192199895-452.137-5-0 at www.timco.aero> No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Oct 12 10:38:16 rt RT:
<rt-3.6.1-11326-1192199895-452.137-6-0 at www.timco.aero> #137/1814 - Scrip
6  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Oct 12 10:38:16 rt RT:
<rt-3.6.1-11326-1192199895-452.137-7-0 at www.timco.aero> #137/1814 - Scrip
7  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Oct 12 10:38:16 rt RT:
<rt-3.6.1-11326-1192199895-452.137-7-0 at www.timco.aero> No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Oct 12 10:39:45 rt RT: Use of uninitialized value in substitution (s///)
at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 617.
(/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:617)

Problem is...we get similar messages when it's functioning normally! :(

Thanks,
John 


-- 
This message has been scanned for viruses and 
dangerous content by MailScanner <http://www.mailscanner.info/> , and is

believed to be clean. 

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From mwestfall at factory7.com  Thu Oct 25 09:43:25 2007
From: mwestfall at factory7.com (Matt Westfall)
Date: Thu, 25 Oct 2007 09:43:25 -0400
Subject: [rt-users] Customizing Appearance of RT :(
In-Reply-To: <B91A344EF1E1C645B0319809F04BD71601981646@C201MSGC0206.grand-rapids.mi.us>
References: <471EBE20.8070909@factory7.com>
	<B91A344EF1E1C645B0319809F04BD71601981646@C201MSGC0206.grand-rapids.mi.us>
Message-ID: <47209D7D.7020104@factory7.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I'm using 3.5-default.

I have restarted the webserver.

Do I also have to clear the Mason cache as well?  I'm not entirely sure
how to do this :(

I've put background-color: grey;

In the body tags of every single set I can find body on.  But to no avail :(

Does anybody know of any places to get other prebuilt themes?

Perhaps if I had a few more examples to work from, I could figure it out
more easily.

Thanks,
Matt

Patterson, Craig wrote:
> Matt,
> 
> Did you by chance set your RT_SiteConfig to use 3.4-compat
> ie, Set($WebDefaultStylesheet, '3.4-compat');
> 
> If not, I've only needed to restart httpd when I've edited the css file
> to see the changes.
> 
> Craig
>  
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt
> Westfall
> Sent: Tuesday, October 23, 2007 11:38 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Customizing Appearance of RT :(
> 
> I have edited the heck out of the files in
> 
> /opt/rt3/share/html/NoAuth/css/3.5-default
> 
> But can't get the css style changes to take.
> 
> Any advice?
> 
> Thanks,
> Matt
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we'll
take
up to 20 percent off the price. This sale won't last long, so get in
touch today.
    Email us at sales at bestpractical.com or call us at +1 617 812 0745.


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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.7 (MingW32)

iD8DBQFHIJ19b/8X6V5MpAURAsRbAJ43blmevYO79G9KjGEoxFCkPXH+wQCgm/bt
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=d5O/
-----END PGP SIGNATURE-----


From John.Wells at TIMCO.aero  Thu Oct 25 09:45:52 2007
From: John.Wells at TIMCO.aero (John Wells)
Date: Thu, 25 Oct 2007 09:45:52 -0400
Subject: [rt-users]
	Emailcommunication	stopsrandomly...rebootingapacheresolves
References: <AEF9A775349E9043A33352B6CD28A42304C2B252@NEWMAN.TIMCO.aero><7314881427FC8A4081673E8CEEA79249062752CF@EXMIAMI01.compupay.com>	<AEF9A775349E9043A33352B6CD28A42304C2B253@NEWMAN.TIMCO.aero>	<A6EA8BA3E2776540BBC22A6C4D259D739CEB95@MAILSERVER.pevianimail.local>	<7314881427FC8A4081673E8CEEA79249062752D4@EXMIAMI01.compupay.com><AEF9A775349E9043A33352B6CD28A42304C2B256@NEWMAN.TIMCO.aero>
	<47209823.6050206@ucrwcu.rwc.uc.edu>
	<AEF9A775349E9043A33352B6CD28A42304C2B257@NEWMAN.TIMCO.aero>
	<7314881427FC8A4081673E8CEEA79249062752D8@EXMIAMI01.compupay.com>
Message-ID: <AEF9A775349E9043A33352B6CD28A42304C2B258@NEWMAN.TIMCO.aero>

Here's an example...it just stopped working again. Note, I responded once and no outgoing email was recorded...it just says "Correspondence added". After kicking Apache and trying to respond again, the outgoing email is recorded properly. I'm going to search the log files and see if I find anything useful:
-----------------------------------------------------------------------------------------------------------------------------
#     	Thu Oct 25 08:54:11 2007  	 Sam.Dubose at TIMCO.aero - Ticket created  	 	 [Reply] [Comment]
Subject: 	FW: Message not recorded
Date: 	Thu, 25 Oct 2007 08:48:00 -0400
To: 	<rt at rt.timco.aero>
From: 	"Sam Dubose" <Sam.Dubose at TIMCO.aero>
Download (untitled) [text/plain 369b]
See attached. Apparently, "reply" doesn't work with your new mailbox.

-----Original Message-----
From: rt at rt.timco.aero [mailto:rt at rt.timco.aero]
Sent: Thursday, October 25, 2007 8:51 AM
To: Sam Dubose
Subject: Message not recorded

Permission Denied
-----------------------------------------------------------------------------------------------------------------------------
#   	Thu Oct 25 09:47:02 2007 	john.wells - Taken 	
-----------------------------------------------------------------------------------------------------------------------------	 
#   	Thu Oct 25 09:49:09 2007 	john.wells - Correspondence added 		 [Reply] [Comment]
Download (untitled) [text/plain 98b]
Sam,

Can you please forward me (at john.wells at timco.aero) the original
message you tried to send?
-----------------------------------------------------------------------------------------------------------------------------
#   	Thu Oct 25 09:49:10 2007 	RT_System - Status changed from 'new' to 'open' 	

#### I reboot apache here and re-add my message ####	
----------------------------------------------------------------------------------------------------------------------------- 
#   	Thu Oct 25 09:51:41 2007 	john.wells - Correspondence added 		 [Reply] [Comment]
Download (untitled) [text/plain 99b]
Sam,

Can you please forward me (at john.wells at timco.aero) the original
message you tried to send?
-----------------------------------------------------------------------------------------------------------------------------
#   	Thu Oct 25 09:51:42 2007 	RT_System - Outgoing email recorded
-----------------------------------------------------------------------------------------------------------------------------

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

-------------- next part --------------
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From torsten.brumm at Kuehne-Nagel.com  Thu Oct 25 09:53:10 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 25 Oct 2007 15:53:10 +0200
Subject: AW: [rt-users] Customizing Appearance of RT :(
In-Reply-To: <47209D7D.7020104@factory7.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394B3CDD2@w3hamboex11.ger.win.int.kn>

Go to your rt3 installation dir, there you find a folver var/mason_data/obj/ and remove everythin below this folder 

> -----Urspr?ngliche Nachricht-----
> Von: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag 
> von Matt Westfall
> Gesendet: Donnerstag, 25. Oktober 2007 15:43
> Cc: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] Customizing Appearance of RT :(
> 
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> I'm using 3.5-default.
> 
> I have restarted the webserver.
> 
> Do I also have to clear the Mason cache as well?  I'm not 
> entirely sure how to do this :(
> 
> I've put background-color: grey;
> 
> In the body tags of every single set I can find body on.  But 
> to no avail :(
> 
> Does anybody know of any places to get other prebuilt themes?
> 
> Perhaps if I had a few more examples to work from, I could 
> figure it out more easily.
> 
> Thanks,
> Matt
> 
> Patterson, Craig wrote:
> > Matt,
> > 
> > Did you by chance set your RT_SiteConfig to use 3.4-compat ie, 
> > Set($WebDefaultStylesheet, '3.4-compat');
> > 
> > If not, I've only needed to restart httpd when I've edited the css 
> > file to see the changes.
> > 
> > Craig
> >  
> > 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt 
> > Westfall
> > Sent: Tuesday, October 23, 2007 11:38 PM
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] Customizing Appearance of RT :(
> > 
> > I have edited the heck out of the files in
> > 
> > /opt/rt3/share/html/NoAuth/css/3.5-default
> > 
> > But can't get the css style changes to take.
> > 
> > Any advice?
> > 
> > Thanks,
> > Matt
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
> 
> If you sign up for a new RT support contract before December 
> 31, we'll take up to 20 percent off the price. This sale 
> won't last long, so get in touch today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
> 
> 
> Community help: http://wiki.bestpractical.com Commercial 
> support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com -----BEGIN PGP 
> SIGNATURE-----
> Version: GnuPG v1.4.7 (MingW32)
> 
> iD8DBQFHIJ19b/8X6V5MpAURAsRbAJ43blmevYO79G9KjGEoxFCkPXH+wQCgm/bt
> 0x69RtlKu2tLRCZNIC0qxtE=
> =d5O/
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
> 
> If you sign up for a new RT support contract before December 
> 31, we'll take up to 20 percent off the price. This sale 
> won't last long, so get in touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
> 
> 
> Community help: http://wiki.bestpractical.com Commercial 
> support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From jose.junior at mds.gov.br  Thu Oct 25 09:53:35 2007
From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=)
Date: Thu, 25 Oct 2007 11:53:35 -0200
Subject: [rt-users] Bulk queue create?
In-Reply-To: <bdbd084b0710250103r835a213qc1fa3017a029e286@mail.gmail.com>
References: <471FB1A5.50200@mds.gov.br>
	<bdbd084b0710250103r835a213qc1fa3017a029e286@mail.gmail.com>
Message-ID: <47209FDF.3000207@mds.gov.br>

Torsten Brumm wrote:
> my $CurrentUser = GetCurrentUser();

What user is this? The one I'm logged on the shell? It'll resolve it to 
a RT user?

Is there a way to specify what user it'll use?

[]s
core


From John.Wells at TIMCO.aero  Thu Oct 25 09:57:20 2007
From: John.Wells at TIMCO.aero (John Wells)
Date: Thu, 25 Oct 2007 09:57:20 -0400
Subject: [rt-users]Emailcommunication	stopsrandomly...rebootingapacheresolves
References: <AEF9A775349E9043A33352B6CD28A42304C2B252@NEWMAN.TIMCO.aero><7314881427FC8A4081673E8CEEA79249062752CF@EXMIAMI01.compupay.com>	<AEF9A775349E9043A33352B6CD28A42304C2B253@NEWMAN.TIMCO.aero>	<A6EA8BA3E2776540BBC22A6C4D259D739CEB95@MAILSERVER.pevianimail.local>	<7314881427FC8A4081673E8CEEA79249062752D4@EXMIAMI01.compupay.com><AEF9A775349E9043A33352B6CD28A42304C2B256@NEWMAN.TIMCO.aero><47209823.6050206@ucrwcu.rwc.uc.edu><AEF9A775349E9043A33352B6CD28A42304C2B257@NEWMAN.TIMCO.aero><7314881427FC8A4081673E8CEEA79249062752D8@EXMIAMI01.compupay.com>
	<AEF9A775349E9043A33352B6CD28A42304C2B258@NEWMAN.TIMCO.aero>
Message-ID: <AEF9A775349E9043A33352B6CD28A42304C2B25A@NEWMAN.TIMCO.aero>

Don't know if it's related, but around the same time it stops replying, incoming email users also get:

Subject: Message not recorded

Permission Denied

When trying to reply...

Nothing of interest in the logs at all as far as I can tell. Messages look usual. I've put the entire log here: http://www.timco.aero/rt.messages momentarily for perusal.

We'll pay for help resolving this if it's necessary (and reasonable ;) ).

Thanks,
John

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

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From HelmuthRamirez at compupay.com  Thu Oct 25 10:03:53 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Thu, 25 Oct 2007 10:03:53 -0400
Subject: [rt-users] Customizing Appearance of RT :(
In-Reply-To: <47209D7D.7020104@factory7.com>
References: <471EBE20.8070909@factory7.com><B91A344EF1E1C645B0319809F04BD71601981646@C201MSGC0206.grand-rapids.mi.us>
	<47209D7D.7020104@factory7.com>
Message-ID: <7314881427FC8A4081673E8CEEA79249062752DB@EXMIAMI01.compupay.com>

Prebuilt themes..that's a neat idea :)

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt
Westfall
Sent: Thursday, October 25, 2007 9:43 AM
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Customizing Appearance of RT :(

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I'm using 3.5-default.

I have restarted the webserver.

Do I also have to clear the Mason cache as well?  I'm not entirely sure
how to do this :(

I've put background-color: grey;

In the body tags of every single set I can find body on.  But to no
avail :(

Does anybody know of any places to get other prebuilt themes?

Perhaps if I had a few more examples to work from, I could figure it out
more easily.

Thanks,
Matt

Patterson, Craig wrote:
> Matt,
> 
> Did you by chance set your RT_SiteConfig to use 3.4-compat
> ie, Set($WebDefaultStylesheet, '3.4-compat');
> 
> If not, I've only needed to restart httpd when I've edited the css
file
> to see the changes.
> 
> Craig
>  
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt
> Westfall
> Sent: Tuesday, October 23, 2007 11:38 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Customizing Appearance of RT :(
> 
> I have edited the heck out of the files in
> 
> /opt/rt3/share/html/NoAuth/css/3.5-default
> 
> But can't get the css style changes to take.
> 
> Any advice?
> 
> Thanks,
> Matt
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we'll
take
up to 20 percent off the price. This sale won't last long, so get in
touch today.
    Email us at sales at bestpractical.com or call us at +1 617 812 0745.


Community help: http://wiki.bestpractical.com
Commercial support: 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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iD8DBQFHIJ19b/8X6V5MpAURAsRbAJ43blmevYO79G9KjGEoxFCkPXH+wQCgm/bt
0x69RtlKu2tLRCZNIC0qxtE=
=d5O/
-----END PGP SIGNATURE-----
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we'll
take
up to 20 percent off the price. This sale won't last long, so get in
touch today. 
    Email us at sales at bestpractical.com or call us at +1 617 812 0745.


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


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


From barnesaw at ucrwcu.rwc.uc.edu  Thu Oct 25 10:09:16 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 25 Oct 2007 10:09:16 -0400
Subject: [rt-users]Emailcommunication	stopsrandomly...rebootingapacheresolves
In-Reply-To: <AEF9A775349E9043A33352B6CD28A42304C2B25A@NEWMAN.TIMCO.aero>
References: <AEF9A775349E9043A33352B6CD28A42304C2B252@NEWMAN.TIMCO.aero><7314881427FC8A4081673E8CEEA79249062752CF@EXMIAMI01.compupay.com>	<AEF9A775349E9043A33352B6CD28A42304C2B253@NEWMAN.TIMCO.aero>	<A6EA8BA3E2776540BBC22A6C4D259D739CEB95@MAILSERVER.pevianimail.local>	<7314881427FC8A4081673E8CEEA79249062752D4@EXMIAMI01.compupay.com><AEF9A775349E9043A33352B6CD28A42304C2B256@NEWMAN.TIMCO.aero><47209823.6050206@ucrwcu.rwc.uc.edu><AEF9A775349E9043A33352B6CD28A42304C2B257@NEWMAN.TIMCO.aero><7314881427FC8A4081673E8CEEA79249062752D8@EXMIAMI01.compupay.com>
	<AEF9A775349E9043A33352B6CD28A42304C2B258@NEWMAN.TIMCO.aero>
	<AEF9A775349E9043A33352B6CD28A42304C2B25A@NEWMAN.TIMCO.aero>
Message-ID: <4720A38C.90500@ucrwcu.rwc.uc.edu>

I seem to recall something a while back where this would happen if
apache lost its connection to mysql.  Are you getting any "mysql server
has gone away" style messages in syslog?

John Wells wrote:
>
> Don't know if it's related, but around the same time it stops
> replying, incoming email users also get:
>
> Subject: Message not recorded
>
> Permission Denied
>
> When trying to reply...
>
> Nothing of interest in the logs at all as far as I can tell. Messages
> look usual. I've put the entire log here:
> http://www.timco.aero/rt.messages momentarily for perusal.
>
> We'll pay for help resolving this if it's necessary (and reasonable ;) ).
>
> Thanks,
> John
>
>
> -- 
> This message has been scanned for viruses and
> dangerous content by *MailScanner* <http://www.mailscanner.info/>, and is
> believed to be clean. 


From mwestfall at factory7.com  Thu Oct 25 10:31:49 2007
From: mwestfall at factory7.com (Matt Westfall)
Date: Thu, 25 Oct 2007 10:31:49 -0400
Subject: AW: [rt-users] Customizing Appearance of RT :(
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394B3CDD2@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB0394B3CDD2@w3hamboex11.ger.win.int.kn>
Message-ID: <4720A8D5.3090403@factory7.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Ugh, still no joy :(

Ham MI-ID, Torsten Brumm wrote:
> Go to your rt3 installation dir, there you find a folver var/mason_data/obj/ and remove everythin below this folder 
> 
>> -----Urspr?ngliche Nachricht-----
>> Von: rt-users-bounces at lists.bestpractical.com 
>> [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag 
>> von Matt Westfall
>> Gesendet: Donnerstag, 25. Oktober 2007 15:43
>> Cc: rt-users at lists.bestpractical.com
>> Betreff: Re: [rt-users] Customizing Appearance of RT :(
>>
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>
If you sign up for a new RT support contract before December
31, we'll take up to 20 percent off the price. This sale
won't last long, so get in touch today.
    Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>>
>>
Community help: http://wiki.bestpractical.com Commercial
support: sales at bestpractical.com
>>
>>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
>>
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.7 (MingW32)

iD8DBQFHIKjVb/8X6V5MpAURApJKAKCNGAdCfw7DjD50EeeJAXqSYhkvrgCfbG+m
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From sturner at MIT.EDU  Thu Oct 25 10:39:26 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 25 Oct 2007 10:39:26 -0400
Subject: AW: [rt-users] Customizing Appearance of RT :(
In-Reply-To: <4720A8D5.3090403@factory7.com>
References: <16426EA38D57E74CB1DE5A6AE1DB0394B3CDD2@w3hamboex11.ger.win.int.kn>
	<4720A8D5.3090403@factory7.com>
Message-ID: <6.2.3.4.2.20071025103826.042b09a0@po14.mit.edu>

At Thursday 10/25/2007 10:31 AM, Matt Westfall wrote:
>-----BEGIN PGP SIGNED MESSAGE-----
>Hash: SHA1
>
>Ugh, still no joy :(

Matt,

If you look at the HTML source for one of the RT pages (as rendered 
in your browser), what is in there for the CSS?

Steve 



From gcecchi at peviani.it  Thu Oct 25 10:48:23 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Thu, 25 Oct 2007 16:48:23 +0200
Subject: R: [rt-users]Emailcommunication	stopsrandomly...rebootingapacheresolves
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D7301ACB3C5@MAILSERVER.pevianimail.local>


The thread was this.
Probably useful you dig into the several answers given there, for possible causes and solutions:
http://www.nabble.com/RT-Apache-suddenly-hangs-tf3161406.html#a8856396 

> -----Messaggio originale-----
> Da: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] Per conto 
> di Drew Barnes
> Inviato: gioved? 25 ottobre 2007 16.09
> A: John Wells
> Cc: RT-Users at lists.bestpractical.com; Helmuth Ramirez
> Oggetto: Re: [rt-users]Emailcommunication 
> stopsrandomly...rebootingapacheresolves
> 
> I seem to recall something a while back where this would 
> happen if apache lost its connection to mysql.  Are you 
> getting any "mysql server has gone away" style messages in syslog?
> 
> John Wells wrote:
> >
> > Don't know if it's related, but around the same time it stops 
> > replying, incoming email users also get:
> >
> > Subject: Message not recorded
> >
> > Permission Denied
> >
> > When trying to reply...
> >
> > Nothing of interest in the logs at all as far as I can 
> tell. Messages 
> > look usual. I've put the entire log here:
> > http://www.timco.aero/rt.messages momentarily for perusal.
> >
> > We'll pay for help resolving this if it's necessary (and 
> reasonable ;) ).
> >
> > Thanks,
> > John
> >
> >
> > --
> > This message has been scanned for viruses and dangerous content by 
> > *MailScanner* <http://www.mailscanner.info/>, and is believed to be 
> > clean.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
> 
> If you sign up for a new RT support contract before December 
> 31, we'll take up to 20 percent off the price. This sale 
> won't last long, so get in touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
> 
> 
> Community help: http://wiki.bestpractical.com Commercial 
> support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From smithj4 at bnl.gov  Thu Oct 25 10:35:28 2007
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Thu, 25 Oct 2007 10:35:28 -0400
Subject: [rt-users] new address added in cc list when the issue is
	still open?
In-Reply-To: <5584767C35D48D4E885646642939DFE101E493CE@INTMAIL01.es.int.atosorigin.com>
References: <5584767C35D48D4E885646642939DFE101E493CE@INTMAIL01.es.int.atosorigin.com>
Message-ID: <1193322928.19199.12.camel@smith.racf.bnl.gov>

On Thu, 2007-10-25 at 14:54 +0200, Jose Antonio Canton Olid wrote:
> I think that ?Set($ParseNewMessageForTicketCcs,false);? can solve
> this.
> 
> Josep

This will only work when a ticket is created when RT received an email.
To get the same behavior for opened ticket correspondences, I created a
Scrip in RT, which I documented in RT's Wiki:

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

~Jason

>                                    
> ______________________________________________________________________
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Krishna
> Prasad
> Sent: jueves, 25 de octubre de 2007 14:47
> To: 'Drew Barnes'; 'Kenneth Crocker';
> rt-users-request at lists.bestpractical.com;
> rt-users at lists.bestpractical.com
> Subject: [rt-users] new address added in cc list when the issue is
> still open?
> 
> 
>  
> 
> I have a query regarding as below:
> 
>  
> 
> If a new address added in the ?CC? list in the email correspondence by
> the client or owner while the issue is still open, gets added in the
> RT system in its ?CC? list for future correspondence. Can any one help
> on this issue?
> 
>  
> 
> Thanks!!!
> 
>  
> 
>  
> 
> With Regards, 
> 
> KrishnaPrasad 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
> 
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
> 
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
-- 
/------------------------------------------------------------------\
|  Jason A. Smith                          Email:  smithj4 at bnl.gov |
|  Atlas Computing Facility, Bldg. 510M    Phone: +1-631-344-4226  |
|  Brookhaven National Lab, P.O. Box 5000  Fax:   +1-631-344-7616  |
|  Upton, NY 11973-5000,  U.S.A.                                   |
\------------------------------------------------------------------/




From mwestfall at factory7.com  Thu Oct 25 11:49:04 2007
From: mwestfall at factory7.com (Matt Westfall)
Date: Thu, 25 Oct 2007 11:49:04 -0400
Subject: AW: [rt-users] Customizing Appearance of RT :(
In-Reply-To: <6.2.3.4.2.20071025103826.042b09a0@po14.mit.edu>
References: <16426EA38D57E74CB1DE5A6AE1DB0394B3CDD2@w3hamboex11.ger.win.int.kn>
	<4720A8D5.3090403@factory7.com>
	<6.2.3.4.2.20071025103826.042b09a0@po14.mit.edu>
Message-ID: <4720BAF0.5060407@factory7.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

As it turns out, it appeared to be my browser caching!!

I think that because all the pages of RT "appear" to be HTML FireFox
does a little more aggressive caching than it does with pages it knows
to be largely dynamic (php).

I should be good to go.

Thanks for the help guys!!



Stephen Turner wrote:
> At Thursday 10/25/2007 10:31 AM, Matt Westfall wrote:
>> -----BEGIN PGP SIGNED MESSAGE-----
>> Hash: SHA1
>>
>> Ugh, still no joy :(
> 
> Matt,
> 
> If you look at the HTML source for one of the RT pages (as rendered in
> your browser), what is in there for the CSS?
> 
> Steve
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.7 (MingW32)

iD8DBQFHILrwb/8X6V5MpAURAmP+AJ478APoxK3yjMqcCt1lipf7Lexe/ACg2gFB
GeE68Z9z1yOfdo1M2mBXKj4=
=wUb1
-----END PGP SIGNATURE-----


From mwestfall at factory7.com  Thu Oct 25 12:16:18 2007
From: mwestfall at factory7.com (Matt Westfall)
Date: Thu, 25 Oct 2007 12:16:18 -0400
Subject: [rt-users] New Problem with CSS!!
Message-ID: <4720C152.6030709@factory7.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

OK I got it to work, but now... when I add

background-color: #cccccc;

to the body { } function in body.css

It offsets the entire ticket view to the right a full screen!!

Any ideas?!
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.7 (MingW32)

iD8DBQFHIMFSb/8X6V5MpAURAv9tAJ4+itg2+xXNC02grrikpZX5lSx4VwCfduOH
CG9nx7LqrMefQwJr9WYd0Rs=
=Wg8v
-----END PGP SIGNATURE-----


From mwestfall at factory7.com  Thu Oct 25 12:17:20 2007
From: mwestfall at factory7.com (Matt Westfall)
Date: Thu, 25 Oct 2007 12:17:20 -0400
Subject: [rt-users] Offset Issue Part 2
Message-ID: <4720C190.2020207@factory7.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

And then when I remove the CSS tag everything STAYS offset!!!
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.7 (MingW32)

iD8DBQFHIMGQb/8X6V5MpAURAsSwAJ9xJDq/rQxZmwHX0licVefwoLBqIwCfcCg2
UJadmTUaCmxd51ocQTIDtH8=
=H7yf
-----END PGP SIGNATURE-----


From falcone at bestpractical.com  Thu Oct 25 12:44:12 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 25 Oct 2007 12:44:12 -0400
Subject: [rt-users] Simple search using email address fails
In-Reply-To: <200710251238.35792.geoff@apro.com.au>
References: <200710250051.28075.geoff@apro.com.au>
	<1AE64531-D768-43AF-A09C-9DA68647A9FE@bestpractical.com>
	<200710251238.35792.geoff@apro.com.au>
Message-ID: <7E0C3C60-0BB2-4067-9FAC-5CD374D9D501@bestpractical.com>


On Oct 24, 2007, at 10:38 PM, Geoff Roberts wrote:

> Hi Jesse,
>
> On Thu, 25 Oct 2007 04:30:55 am Jesse Vincent wrote:
>> Can you test with current versions of RTFM (2.2.1) and SearchBuilder
>> (1.49)
>
> Thanks for that - SearchBuilder was the problem.
>
> Upgrading RTFM to 2.2.1 didn't fix the issue, but upgrading  
> SearchBuilder to
> 1.48 did.

great

> I didn't even notice the RTFM 2.2.1 release at the bottom of the  
> RTFM download
> page since the "Preview Releases" now fill more than a page in my  
> browser.
> Could I suggest swapping the "Preview Releases" with the "Official  
> releases"
> section on the RTFM download page. That way lazy idiots like me  
> will see the
> latest official release first.
>
> This order on the RTFM download page would also reflect the order  
> on the RT
> download page.

We pulled the list of preleases since there are now new official  
releases.
Thanks for pointing that out.

>
> By the way, when upgrading to RTFM 2.2.1 I compared the database  
> structure in
> the mysql creation script with my current database structure. I  
> have been
> using RTFM for a  while and have therefore gone through a number of  
> upgrades.
>
> I have a raft of tables that don't appear in the 2.2.1 mysql  
> database creation
> script. Is it safe to delete these now (FM_ArticleCFValues,
> FM_ClassCustomFields, FM_CustomFieldValues, FM_CustomFields,
> FM_Transactions)?

That should be safe, assuming you've already happily migrated your
data, or otherwise set up new data.  Those are left over from when RTFM
didn't have access to RT's Custom Fields or Transactions.

-kevin


From mario.gomide at agricultura.gov.br  Thu Oct 25 13:02:44 2007
From: mario.gomide at agricultura.gov.br (Mario Gomide)
Date: Thu, 25 Oct 2007 15:02:44 -0200
Subject: [rt-users] CustomCondition problem
Message-ID: <4720CC34.1040205@agricultura.gov.br>

Hello List!

I am trying to make a custom scrip work.
The scrip is supposed to:
Whenever a ticket is created in the X queue and the owner is set to 
"Nobody", the scrip action will Notify AdminCcs.
This is my Scrip Condition:
if( $self->TransactionObj->Type eq 'Create' &&
    $self->TicketObj->Owner eq '10' ) {
      return 1;
} else {
      return undef;
}

(As in http://wiki.bestpractical.com/view/OnCreateResolved)

But it is not working... I see the log, and the ScripCondition is true, 
but no e-mail being sent...

Any ideas?

Thanks a lot!

Mario Gomide


From todd at chaka.net  Thu Oct 25 13:31:47 2007
From: todd at chaka.net (Todd Chapman)
Date: Thu, 25 Oct 2007 13:31:47 -0400
Subject: [rt-users] CustomCondition problem
In-Reply-To: <4720CC34.1040205@agricultura.gov.br>
References: <4720CC34.1040205@agricultura.gov.br>
Message-ID: <519782dc0710251031h6408c0e9r529565080a5d36bb@mail.gmail.com>

$self->TicketObj->OwnerObj->Name eq 'Nobody'

On 10/25/07, Mario Gomide <mario.gomide at agricultura.gov.br> wrote:
>
> Hello List!
>
> I am trying to make a custom scrip work.
> The scrip is supposed to:
> Whenever a ticket is created in the X queue and the owner is set to
> "Nobody", the scrip action will Notify AdminCcs.
> This is my Scrip Condition:
> if( $self->TransactionObj->Type eq 'Create' &&
>     $self->TicketObj->Owner eq '10' ) {
>       return 1;
> } else {
>       return undef;
> }
>
> (As in http://wiki.bestpractical.com/view/OnCreateResolved)
>
> But it is not working... I see the log, and the ScripCondition is true,
> but no e-mail being sent...
>
> Any ideas?
>
> Thanks a lot!
>
> Mario Gomide
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll
> take
> up to 20 percent off the price. This sale won't last long, so get in touch
> today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 John.Wells at TIMCO.aero  Thu Oct 25 13:53:01 2007
From: John.Wells at TIMCO.aero (John Wells)
Date: Thu, 25 Oct 2007 13:53:01 -0400
Subject: [rt-users]Emailcommunication	stopsrandomly...rebootingapacheresolves
References: <AEF9A775349E9043A33352B6CD28A42304C2B252@NEWMAN.TIMCO.aero><7314881427FC8A4081673E8CEEA79249062752CF@EXMIAMI01.compupay.com>	<AEF9A775349E9043A33352B6CD28A42304C2B253@NEWMAN.TIMCO.aero>	<A6EA8BA3E2776540BBC22A6C4D259D739CEB95@MAILSERVER.pevianimail.local>	<7314881427FC8A4081673E8CEEA79249062752D4@EXMIAMI01.compupay.com><AEF9A775349E9043A33352B6CD28A42304C2B256@NEWMAN.TIMCO.aero><47209823.6050206@ucrwcu.rwc.uc.edu><AEF9A775349E9043A33352B6CD28A42304C2B257@NEWMAN.TIMCO.aero><7314881427FC8A4081673E8CEEA79249062752D8@EXMIAMI01.compupay.com>
	<AEF9A775349E9043A33352B6CD28A42304C2B258@NEWMAN.TIMCO.aero>
	<AEF9A775349E9043A33352B6CD28A42304C2B25A@NEWMAN.TIMCO.aero>
	<4720A38C.90500@ucrwcu.rwc.uc.edu>
Message-ID: <AEF9A775349E9043A33352B6CD28A42304C2B25E@NEWMAN.TIMCO.aero>

> I seem to recall something a while back where this would happen if
> apache lost its connection to mysql.  Are you getting any "mysql server
> has gone away" style messages in syslog?

No...I'd be even more concerned if we were, since we're using PostgreSQL ;)



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From John.Wells at TIMCO.aero  Thu Oct 25 13:56:59 2007
From: John.Wells at TIMCO.aero (John Wells)
Date: Thu, 25 Oct 2007 13:56:59 -0400
Subject: [rt-users]Emailcommunication	stopsrandomly...rebootingapacheresolves
References: <A6EA8BA3E2776540BBC22A6C4D259D7301ACB3C5@MAILSERVER.pevianimail.local>
Message-ID: <AEF9A775349E9043A33352B6CD28A42304C2B260@NEWMAN.TIMCO.aero>


> The thread was this.
> Probably useful you dig into the several answers given there, for possible causes and solutions:
> http://www.nabble.com/RT-Apache-suddenly-hangs-tf3161406.html#a8856396 

Thanks Gianluca. I don't think it's explained by any of these. The system still responds and RT is as performant as ever...it's just that email doesn't get sent... Also, we're using PostgreSQL.

Thanks for the suggestion though.

-- 
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From jmoseley at corp.xanadoo.com  Thu Oct 25 14:04:00 2007
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Thu, 25 Oct 2007 13:04:00 -0500
Subject: [rt-users]Emailcommunication	stopsrandomly...rebootingapacheresolves
In-Reply-To: <AEF9A775349E9043A33352B6CD28A42304C2B260@NEWMAN.TIMCO.aero>
Message-ID: <OF8284EF0D.FCAC45E8-ON8625737F.00632C1B-8625737F.006357CC@pgtv.com>

I wonder if this a mod_perl issue...  Regardless of the version of RT, I
run Apache 2.x, MySQL, and Fast_CGI and have never had this problem.


James Moseley




                                                                           
             "John Wells"                                                  
             <John.Wells at TIMCO                                             
             .aero>                                                     To 
             Sent by:                  "Gianluca Cecchi"                   
             rt-users-bounces@         <gcecchi at peviani.it>, "Drew Barnes" 
             lists.bestpractic         <barnesaw at ucrwcu.rwc.uc.edu>        
             al.com                                                     cc 
                                       RT-Users at lists.bestpractical.com,   
                                       Helmuth Ramirez                     
             10/25/2007 12:56          <HelmuthRamirez at compupay.com>       
             PM                                                    Subject 
                                       RE: [rt-users]Emailcommunication    
                                       stopsrandomly...rebootingapachereso 
                                       lves                                
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           







> The thread was this.
> Probably useful you dig into the several answers given there, for
possible causes and solutions:
> http://www.nabble.com/RT-Apache-suddenly-hangs-tf3161406.html#a8856396

Thanks Gianluca. I don't think it's explained by any of these. The system
still responds and RT is as performant as ever...it's just that email
doesn't get sent... Also, we're using PostgreSQL.

Thanks for the suggestion though.



--
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean. _______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in touch
today.
    Email us at sales at bestpractical.com or call us at +1 617 812 0745.


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


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





From dmh at ngat.com  Thu Oct 25 15:42:03 2007
From: dmh at ngat.com (Dorothea Muecke-Herzberg)
Date: Thu, 25 Oct 2007 20:42:03 +0100
Subject: [rt-users] Updating parent when child ticket changes - problems
Message-ID: <b734b0b0710251242o298b5ae1nd60b1a17cf802256@mail.gmail.com>

Hello,

(sorry about the long posting, I tried to put all the info in)

I have set up a custom field and scrip that creates a child ticket
when the custom field "RolloutOnFTN" is changed to "createchildticket".
The child tickets inherits all custom fields from the parent ticket, but the

"RolloutOnFTN" field is set to "pendingchildticket". All this works fine.

But I also want to update the custom field of the parent ticket to
"pendingchildticket" when the child ticket is created.
How can I do that?

I tried this (borrowing heavily form the workflow example of the wiki):

=================== begin of scrip =============================
Custom Condition:
---------------------------
# do nothing unless:
# customfield id3 is changed or created
# customfield RolloutOnFTN (=id3) is PendingChildTicket
my $CFName = 'RolloutOnFTN';
my $CFid = 3;
my $CFvalue = 'PendingChildTicket';
unless (
 ( $self->TransactionObj->Type eq "CustomField"
   &&  $self->TransactionObj->Field == $CFid )
 ||  $self->TransactionObj->Type eq "Create"
 ) {
   return 0;
}
return 0 unless $self->TicketObj->FirstCustomFieldValue( $CFName ) =~
/$CFvalue/i;
1;

Custom Action Cleanup code:
-------------------------------------------
### for debugging ####
my $ticket = $self->TicketObj;
$ticket->AddCustomFieldValue( Field => 'ReleasePhase' , Value =>
"01_Proposal" );
$self->TicketObj->SetPriority( 100 );
$self->TicketObj->SetStatus( "stalled" );

#### the real thing ######
my $cf_value = 'PendingChildTicket';
my $cf_name;
### Figure out which kind of child this is
my $subject = $self->TicketObj->Subject;
$cf_name = 'RolloutOnFTN'      if $subject =~ /^ImplementOnFTN/;
$cf_name = 'RolloutOnFTS'      if $subject =~ /^ImplementOnFTS/;
# Repeat for your custom field names.
# There may be a better way to do this.
return undef unless $cf_name;
my $actor = $self->TransactionObj->CreatorObj;
my $actorname = $actor->RealName . ' (' . $actor->EmailAddress . ')';
my $CF_Obj = RT::CustomField->new($self->CurrentUser);
#### current ticket is member of(child of some parents)
my $MemberOf = $self->TicketObj->MemberOf;
#### the following only runs if ticket is child of one or more parent:
while (my $l = $MemberOf->Next ) {
    # we can't check non local objects
   next unless( $l->TargetURI->IsLocal );
   # Update the custom field in the parent ticket to show completed.
  $CF_Obj->LoadByName( Name  => $cf_name,
                 Queue => $l->TargetObj->QueueObj->Id);
  $CF_Obj->AddValueForObject( Object  => $l->TargetObj,
                        Content => $cf_value );

  my $id = $self->TicketObj->id;
  my $status = $self->TicketObj->Status;
  $l->TargetObj->Correspond(Content => <<END);

  Child ticket created:
  Ticket:  $id
  Status:  $status
  Subject: $subject
  By:      $actorname
  END
}
return 1;
================== end of scrip
===============================================

When I create the child ticket from the parent then it runs the debug code
in the scrip (see below), but it doesn't update the parent ticket.
(Btw. The ticket status change is rolled back  for some reason, see last
line)

#       Thu Oct 25 14:56:03 2007     RT_System - Ticket created
  [Reply] [Comment]
Download (untitled) [text/plain 73b]
Implementation on FTN required
Please see the parent ticket for details.
#       Thu Oct 25 14:56:03 2007     RT_System - Outgoing email recorded
      [Show]
#       Thu Oct 25 14:56:03 2007     RT_System - Status changed from 'open'
to 'stalled'
#       Thu Oct 25 14:56:04 2007     RT_System - ReleasePhase
05_Implementing changed to 01_Proposal
#       Thu Oct 25 14:56:04 2007     RT_System - Priority changed from '60'
to '100'
#       Thu Oct 25 14:56:04 2007     RT_System - Status changed from
'stalled' to 'open'

When I trigger this scrip, after the child ticket is created by changing the
custom field value to
"pendingchildticket" manually, the scrip runs all the way through and the
parent ticket is updated and
receives the correspondence.

Why does it only work in the second case? Any ideas?

Doro
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From jarends at uiuc.edu  Thu Oct 25 16:41:58 2007
From: jarends at uiuc.edu (John Arends)
Date: Thu, 25 Oct 2007 15:41:58 -0500
Subject: [rt-users] Start ticket number at an arbitrary value
Message-ID: <4720FF96.8060001@uiuc.edu>

Is anyone aware of a way that I can have my next ticket start at an 
arbitrary high value that I select? I'm on a new installation, and I 
have created a few test tickets (I believe I'm up to number 4) but if 
possible I would like the next ticket to start at 5000.




From todd at chaka.net  Thu Oct 25 16:47:58 2007
From: todd at chaka.net (Todd Chapman)
Date: Thu, 25 Oct 2007 16:47:58 -0400
Subject: [rt-users] Start ticket number at an arbitrary value
In-Reply-To: <4720FF96.8060001@uiuc.edu>
References: <4720FF96.8060001@uiuc.edu>
Message-ID: <519782dc0710251347s4bbda1d3x9a8cff4337f6e9b4@mail.gmail.com>

Insert a row in the tickets table with id 4999, then the next ticket will be
5000.

On 10/25/07, John Arends <jarends at uiuc.edu> wrote:
>
> Is anyone aware of a way that I can have my next ticket start at an
> arbitrary high value that I select? I'm on a new installation, and I
> have created a few test tickets (I believe I'm up to number 4) but if
> possible I would like the next ticket to start at 5000.
>
>
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From jarends at uiuc.edu  Thu Oct 25 17:42:46 2007
From: jarends at uiuc.edu (John Arends)
Date: Thu, 25 Oct 2007 16:42:46 -0500
Subject: [rt-users] Start ticket number at an arbitrary value
In-Reply-To: <519782dc0710251347s4bbda1d3x9a8cff4337f6e9b4@mail.gmail.com>
References: <4720FF96.8060001@uiuc.edu>
	<519782dc0710251347s4bbda1d3x9a8cff4337f6e9b4@mail.gmail.com>
Message-ID: <47210DD6.5010900@uiuc.edu>

That was my initial plan, but I wanted to make sure there wasn't an RT 
sanctioned way, since the general recommendation seems to be to avoid 
messing with the database directly.

I can't imagine this would cause any integrity problems.

Todd Chapman wrote:
> Insert a row in the tickets table with id 4999, then the next ticket 
> will be 5000.
> 
> On 10/25/07, *John Arends* <jarends at uiuc.edu <mailto:jarends at uiuc.edu>> 
> wrote:
> 
>     Is anyone aware of a way that I can have my next ticket start at an
>     arbitrary high value that I select? I'm on a new installation, and I
>     have created a few test tickets (I believe I'm up to number 4) but if
>     possible I would like the next ticket to start at 5000.
> 
> 




From o.nash at cs.ucc.ie  Thu Oct 25 18:00:02 2007
From: o.nash at cs.ucc.ie (o.nash at cs.ucc.ie)
Date: Thu, 25 Oct 2007 23:00:02 +0100 (CET)
Subject: [rt-users] RT 3.6.3 Reverse History Order patch
Message-ID: <Pine.LNX.4.64.0710252245280.17398@redwood>

running RT 3.6.3 on linux.
I read http://wiki.bestpractical.com/view/ReverseHistoryOrder
Which desribes some patches that will change the Transaction history order
of tickets viewed on webpage.

I tried the first simple option described:
added line to RT_SiteConfig
Set($OldestTransactionsFirst, 1);
then cleared mason cache
restarted apache but the history still shows Oldest First.
Setting Set($OldestTransactionsFirst, 1); causes apache to fail to restart
with erros about file permissions ....strange.

So does anybody have a work around for RT 3.6.3 to do this.
--
thanks
Oliver


From o.nash at cs.ucc.ie  Thu Oct 25 18:04:19 2007
From: o.nash at cs.ucc.ie (o.nash at cs.ucc.ie)
Date: Thu, 25 Oct 2007 23:04:19 +0100 (CET)
Subject: [rt-users] RT 3.6.3 Reverse History Order patch
In-Reply-To: <Pine.LNX.4.64.0710252245280.17398@redwood>
References: <Pine.LNX.4.64.0710252245280.17398@redwood>
Message-ID: <Pine.LNX.4.64.0710252303050.17398@redwood>

correction
Setting Set($OldestTransactionsFirst, 0); causes apache to fail to 
restart with erros about file permissions ....strange.
That is zero causes failure

On Thu, 25 Oct 2007, o.nash at cs.ucc.ie wrote:

> running RT 3.6.3 on linux.
> I read http://wiki.bestpractical.com/view/ReverseHistoryOrder
> Which desribes some patches that will change the Transaction history order
> of tickets viewed on webpage.
>
> I tried the first simple option described:
> added line to RT_SiteConfig
> Set($OldestTransactionsFirst, 1);
> then cleared mason cache
> restarted apache but the history still shows Oldest First.
> Setting Set($OldestTransactionsFirst, 1); causes apache to fail to restart
> with erros about file permissions ....strange.
>
> So does anybody have a work around for RT 3.6.3 to do this.
> --
> thanks
> Oliver
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch 
> today.    Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a 
> copy at http://rtbook.bestpractical.com
>

--
Oliver Nash
Computer Systems Support Group
Department of Computer Science
University College Cork
Ireland
EMAIL:o.nash at cs.ucc.ie
PHONE:+35321 4902972



From KFCrocker at lbl.gov  Thu Oct 25 18:24:58 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 25 Oct 2007 15:24:58 -0700
Subject: [rt-users] RT 3.6.3 Reverse History Order patch
In-Reply-To: <Pine.LNX.4.64.0710252245280.17398@redwood>
References: <Pine.LNX.4.64.0710252245280.17398@redwood>
Message-ID: <472117BA.2040504@lbl.gov>

o.nash


	We have 3.6.4 and don't have the problem you described. Perhaps an 
upgrade to that version will resolve the problem.


Kenn
LBNL

On 10/25/2007 3:00 PM, o.nash at cs.ucc.ie wrote:
> running RT 3.6.3 on linux.
> I read http://wiki.bestpractical.com/view/ReverseHistoryOrder
> Which desribes some patches that will change the Transaction history order
> of tickets viewed on webpage.
> 
> I tried the first simple option described:
> added line to RT_SiteConfig
> Set($OldestTransactionsFirst, 1);
> then cleared mason cache
> restarted apache but the history still shows Oldest First.
> Setting Set($OldestTransactionsFirst, 1); causes apache to fail to restart
> with erros about file permissions ....strange.
> 
> So does anybody have a work around for RT 3.6.3 to do this.
> -- 
> thanks
> Oliver
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
> 
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in 
> touch today.    Email us at sales at bestpractical.com or call us at +1 617 
> 812 0745.
> 
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 


From mwestfall at factory7.com  Thu Oct 25 19:11:29 2007
From: mwestfall at factory7.com (Matt Westfall)
Date: Thu, 25 Oct 2007 19:11:29 -0400
Subject: [rt-users] Long delays on correspondance?!
References: <1193346630.275FC16@di12.dngr.org>
Message-ID: <1193353891.12787ABE@gf26.dngr.org>

When using the web interface everything is pretty snappy.  Usually page 
display times of about 0.2 seconds.

However, whenever a ticket is created, or a comment entered or a reply 
entered, the page takes anywhere from 5 to 15 seconds.

The odd thing is that at the botton of the page the page display time is 
anywhere from around 0.2 - 0.6 seconds!!

Any ideas?

Thanks,

Matt Westfall
Factory7


From ruz at bestpractical.com  Thu Oct 25 19:26:13 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 26 Oct 2007 03:26:13 +0400
Subject: [rt-users] RT 3.6.3 Reverse History Order patch
In-Reply-To: <Pine.LNX.4.64.0710252245280.17398@redwood>
References: <Pine.LNX.4.64.0710252245280.17398@redwood>
Message-ID: <589c94400710251626j56b8c556ua2b2792cbd0b6b46@mail.gmail.com>

Most probably you made a syntax mistake.

On 10/26/07, o.nash at cs.ucc.ie <o.nash at cs.ucc.ie> wrote:
> running RT 3.6.3 on linux.
> I read http://wiki.bestpractical.com/view/ReverseHistoryOrder
> Which desribes some patches that will change the Transaction history order
> of tickets viewed on webpage.
>
> I tried the first simple option described:
> added line to RT_SiteConfig
> Set($OldestTransactionsFirst, 1);
> then cleared mason cache
> restarted apache but the history still shows Oldest First.
> Setting Set($OldestTransactionsFirst, 1); causes apache to fail to restart
> with erros about file permissions ....strange.
>
> So does anybody have a work around for RT 3.6.3 to do this.
> --
> thanks
> Oliver
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From jesse at bestpractical.com  Thu Oct 25 19:19:39 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 25 Oct 2007 19:19:39 -0400
Subject: [rt-users] Long delays on correspondance?!
In-Reply-To: <1193353891.12787ABE@gf26.dngr.org>
Message-ID: <20071025232857.F08264D82BD@diesel.bestpractical.com>

Check rt's sendmail config

------- Original message -------
From: Matt Westfall <mwestfall at factory7.com>
Sent: 10-25-'07,  19:11

> When using the web interface everything is pretty snappy.  Usually page 
> display times of about 0.2 seconds.
> 
> However, whenever a ticket is created, or a comment entered or a reply 
> entered, the page takes anywhere from 5 to 15 seconds.
> 
> The odd thing is that at the botton of the page the page display time is 
> anywhere from around 0.2 - 0.6 seconds!!
> 
> Any ideas?
> 
> Thanks,
> 
> Matt Westfall
> Factory7
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
> 
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
> 
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From mwestfall at factory7.com  Thu Oct 25 19:44:57 2007
From: mwestfall at factory7.com (Matt Westfall)
Date: Thu, 25 Oct 2007 19:44:57 -0400
Subject: [rt-users] Long delays on correspondance?!
In-Reply-To: <20071025232857.F08264D82BD@diesel.bestpractical.com>
References: <20071025232857.F08264D82BD@diesel.bestpractical.com>
Message-ID: <47212A79.5060304@factory7.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1


I'm using the default config.

Does RT sit and wait for a response back from the sendmail command?

What's odd, is that even when no e-mail is generated it takes 5 - 15
seconds.

For example, if I personally am the requester the owner and the AdminCC
and submit a Reply to the ticket, then no e-mail is sent right?

Then what would be causing the delay?? :(

Jesse Vincent wrote:
> Check rt's sendmail config
> 
> ------- Original message -------
> From: Matt Westfall <mwestfall at factory7.com>
> Sent: 10-25-'07,  19:11
> 
>> When using the web interface everything is pretty snappy.  Usually page 
>> display times of about 0.2 seconds.
>>
>> However, whenever a ticket is created, or a comment entered or a reply 
>> entered, the page takes anywhere from 5 to 15 seconds.
>>
>> The odd thing is that at the botton of the page the page display time is 
>> anywhere from around 0.2 - 0.6 seconds!!
>>
>> Any ideas?
>>
>> Thanks,
>>
>> Matt Westfall
>> Factory7
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>
>> If you sign up for a new RT support contract before December 31, we'll take
>> up to 20 percent off the price. This sale won't last long, so get in touch today. 
>>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>>
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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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=2/r7
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From ruz at bestpractical.com  Thu Oct 25 20:11:08 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 26 Oct 2007 04:11:08 +0400
Subject: [rt-users] [PATCH] Fix problems with subjects containing
	international chars
Message-ID: <589c94400710251711t3a17985pb9c5b441f3e39a7b@mail.gmail.com>

 Hi,

This patch should fix problem with subjects in outgoing emails. This
patch has nothing to do with handling incoming emails, but only
outgoing. You can see problems when EmailOutputEncoding is
multi-byte(UTF-8 is and several other encodings as well) and subject
is quite long (>75 chars, depends on encoding).

Thanks to Andrew Kornilov for keep kicking me and cooperating. As soon
as I'll get positive feedback I'll commit the patch into 3.6 branch.

-- 
Best regards, Ruslan.
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From o.nash at cs.ucc.ie  Fri Oct 26 03:02:31 2007
From: o.nash at cs.ucc.ie (o.nash at cs.ucc.ie)
Date: Fri, 26 Oct 2007 08:02:31 +0100 (CET)
Subject: [rt-users] RT 3.6.3 Reverse History Order patch
In-Reply-To: <589c94400710251626j56b8c556ua2b2792cbd0b6b46@mail.gmail.com>
References: <Pine.LNX.4.64.0710252245280.17398@redwood>
	<589c94400710251626j56b8c556ua2b2792cbd0b6b46@mail.gmail.com>
Message-ID: <Pine.LNX.4.64.0710260800470.17835@redwood>

Ruslan
this is a copy of the line I put in RT_SiteConfig
Set($OldestTransactionsFirst, 1);

Do you see a syntax error in it?

regards
Oliver

On Fri, 26 Oct 2007, Ruslan Zakirov wrote:

> Most probably you made a syntax mistake.
>
> On 10/26/07, o.nash at cs.ucc.ie <o.nash at cs.ucc.ie> wrote:
>> running RT 3.6.3 on linux.
>> I read http://wiki.bestpractical.com/view/ReverseHistoryOrder
>> Which desribes some patches that will change the Transaction history order
>> of tickets viewed on webpage.
>>
>> I tried the first simple option described:
>> added line to RT_SiteConfig
>> Set($OldestTransactionsFirst, 1);
>> then cleared mason cache
>> restarted apache but the history still shows Oldest First.
>> Setting Set($OldestTransactionsFirst, 1); causes apache to fail to restart
>> with erros about file permissions ....strange.
>>
>> So does anybody have a work around for RT 3.6.3 to do this.
>> --
>> thanks
>> Oliver
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>
>> If you sign up for a new RT support contract before December 31, we'll take
>> up to 20 percent off the price. This sale won't last long, so get in touch today.
>>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>>
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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.
>

--
Oliver Nash
Computer Systems Support Group
Department of Computer Science
University College Cork
Ireland
EMAIL:o.nash at cs.ucc.ie
PHONE:+35321 4902972



From gcecchi at peviani.it  Fri Oct 26 03:29:06 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Fri, 26 Oct 2007 09:29:06 +0200
Subject: R: [rt-users] RT 3.6.3 Reverse History Order patch
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D7301ACB3E4@MAILSERVER.pevianimail.local>


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

Change to Desc 

But I don't know it this affects also non root users when they log-on or how to modify their preferences if not...

Gianluca

> -----Messaggio originale-----
> Da: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] Per conto 
> di Kenneth Crocker
> Inviato: venerd? 26 ottobre 2007 0.25
> A: o.nash at cs.ucc.ie
> Cc: rt-users at lists.bestpractical.com
> Oggetto: Re: [rt-users] RT 3.6.3 Reverse History Order patch
> 
> o.nash
> 
> 
> 	We have 3.6.4 and don't have the problem you described. 
> Perhaps an upgrade to that version will resolve the problem.
> 
> 
> Kenn
> LBNL
> 
> On 10/25/2007 3:00 PM, o.nash at cs.ucc.ie wrote:
> > running RT 3.6.3 on linux.
> > I read http://wiki.bestpractical.com/view/ReverseHistoryOrder
> > Which desribes some patches that will change the 
> Transaction history order
> > of tickets viewed on webpage.
> > 
> > I tried the first simple option described:
> > added line to RT_SiteConfig
> > Set($OldestTransactionsFirst, 1);
> > then cleared mason cache
> > restarted apache but the history still shows Oldest First.
> > Setting Set($OldestTransactionsFirst, 1); causes apache to 
> fail to restart
> > with erros about file permissions ....strange.
> > 
> > So does anybody have a work around for RT 3.6.3 to do this.
> > -- 
> > thanks
> > Oliver
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
> > 
> > If you sign up for a new RT support contract before 
> December 31, we'll take
> > up to 20 percent off the price. This sale won't last long, 
> so get in 
> > touch today.    Email us at sales at bestpractical.com or call 
> us at +1 617 
> > 812 0745.
> > 
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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
> 
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
> 
> If you sign up for a new RT support contract before December 
> 31, we'll take
> up to 20 percent off the price. This sale won't last long, so 
> get in touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
> 
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From jordanov at brg.bg  Fri Oct 26 04:16:47 2007
From: jordanov at brg.bg (Boris Jordanov)
Date: Fri, 26 Oct 2007 11:16:47 +0300
Subject: [rt-users] Merge or delete users
In-Reply-To: <DFAE69112DC03243849AAE26A27E2B0401ED50E1@emexch004002.elcan.com>
References: <DFAE69112DC03243849AAE26A27E2B0401ED50E1@emexch004002.elcan.com>
Message-ID: <4721A26F.3050007@brg.bg>

Lamers, Dan wrote:
> Hi Boris,
>
> I have just configured this exact scenario.  Take a look at this page
>
> http://wiki.bestpractical.com/view/AutoCreateFromExternalUserInfo
>
> Basically, you can use LDAP in Exchange 5.5 to cross reference between user
> id and email address.  When users send an e-mail to RT, LDAP is used to
> retrieve the userid from Exchange and therefore prevent the creation of 2
> accounts.  
>
> Hope this helps!
>
> Dan
>   

Thanks Dan, I'll give it a try.
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From krishna.prasad at spartanlabs.com  Fri Oct 26 06:24:05 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Fri, 26 Oct 2007 15:54:05 +0530
Subject: [rt-users] new address added in cc list when the issue isstill
	open?
In-Reply-To: <1193322928.19199.12.camel@smith.racf.bnl.gov>
Message-ID: <20071026102409.462EF4D8049@diesel.bestpractical.com>


Hi Jason Smith,

Thank you very much for giving me a good solution for this.

It helped me a lot and I have fixed this issue using the scrip that you have
given in 

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

With Regards, 
Krishna Prasad 

-----Original Message-----
From: Jason A. Smith [mailto:smithj4 at bnl.gov] 
Sent: Thursday, October 25, 2007 8:05 PM
To: Jose Antonio Canton Olid
Cc: krishna.prasad at spartanlabs.com; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] new address added in cc list when the issue isstill
open?

On Thu, 2007-10-25 at 14:54 +0200, Jose Antonio Canton Olid wrote:
> I think that "Set($ParseNewMessageForTicketCcs,false);" can solve
> this.
> 
> Josep

This will only work when a ticket is created when RT received an email.
To get the same behavior for opened ticket correspondences, I created a
Scrip in RT, which I documented in RT's Wiki:

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

~Jason

>                                    
> ______________________________________________________________________
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Krishna
> Prasad
> Sent: jueves, 25 de octubre de 2007 14:47
> To: 'Drew Barnes'; 'Kenneth Crocker';
> rt-users-request at lists.bestpractical.com;
> rt-users at lists.bestpractical.com
> Subject: [rt-users] new address added in cc list when the issue is
> still open?
> 
> 
>  
> 
> I have a query regarding as below:
> 
>  
> 
> If a new address added in the 'CC' list in the email correspondence by
> the client or owner while the issue is still open, gets added in the
> RT system in its 'CC' list for future correspondence. Can any one help
> on this issue?
> 
>  
> 
> Thanks!!!
> 
>  
> 
>  
> 
> With Regards, 
> 
> KrishnaPrasad 
> 
> 



From o.nash at cs.ucc.ie  Fri Oct 26 07:33:28 2007
From: o.nash at cs.ucc.ie (o.nash at cs.ucc.ie)
Date: Fri, 26 Oct 2007 12:33:28 +0100 (CET)
Subject: R: [rt-users] RT 3.6.3 Reverse History Order patch
In-Reply-To: <A6EA8BA3E2776540BBC22A6C4D259D7301ACB3E4@MAILSERVER.pevianimail.local>
References: <A6EA8BA3E2776540BBC22A6C4D259D7301ACB3E4@MAILSERVER.pevianimail.local>
Message-ID: <Pine.LNX.4.64.0710261230510.20825@redwood>

Gianluca
Thanks for that wich I already have, i.e. tickets sorted by created DESC 
order.
My question is different:
i.e.
ticket transactions: how to sort the transactions in reverse order.
instead of the default OldestTransactionsFirst

regards
Olly

On Fri, 26 Oct 2007, Gianluca Cecchi wrote:

>
> Or you can do eventually
> login as root
> Select preferences (top right)
> Select RT at a glance
> Select unowned tickets
> at right side where there is "order by"
> first option by default is
> Created   Asc
>
> Change to Desc
>
> But I don't know it this affects also non root users when they log-on or how to modify their preferences if not...
>
> Gianluca
>
>> -----Messaggio originale-----
>> Da: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] Per conto
>> di Kenneth Crocker
>> Inviato: venerd? 26 ottobre 2007 0.25
>> A: o.nash at cs.ucc.ie
>> Cc: rt-users at lists.bestpractical.com
>> Oggetto: Re: [rt-users] RT 3.6.3 Reverse History Order patch
>>
>> o.nash
>>
>>
>> 	We have 3.6.4 and don't have the problem you described.
>> Perhaps an upgrade to that version will resolve the problem.
>>
>>
>> Kenn
>> LBNL
>>
>> On 10/25/2007 3:00 PM, o.nash at cs.ucc.ie wrote:
>>> running RT 3.6.3 on linux.
>>> I read http://wiki.bestpractical.com/view/ReverseHistoryOrder
>>> Which desribes some patches that will change the
>> Transaction history order
>>> of tickets viewed on webpage.
>>>
>>> I tried the first simple option described:
>>> added line to RT_SiteConfig
>>> Set($OldestTransactionsFirst, 1);
>>> then cleared mason cache
>>> restarted apache but the history still shows Oldest First.
>>> Setting Set($OldestTransactionsFirst, 1); causes apache to
>> fail to restart
>>> with erros about file permissions ....strange.
>>>
>>> So does anybody have a work around for RT 3.6.3 to do this.
>>> --
>>> thanks
>>> Oliver
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>>
>>> If you sign up for a new RT support contract before
>> December 31, we'll take
>>> up to 20 percent off the price. This sale won't last long,
>> so get in
>>> touch today.    Email us at sales at bestpractical.com or call
>> us at +1 617
>>> 812 0745.
>>>
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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
>>
>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>
>> If you sign up for a new RT support contract before December
>> 31, we'll take
>> up to 20 percent off the price. This sale won't last long, so
>> get in touch today.
>>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>>
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today.
>    Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

--
Oliver Nash
Computer Systems Support Group
Department of Computer Science
University College Cork
Ireland
EMAIL:o.nash at cs.ucc.ie
PHONE:+35321 4902972

From ruz at bestpractical.com  Fri Oct 26 08:07:41 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 26 Oct 2007 16:07:41 +0400
Subject: [rt-users] Re: [PATCH] Fix problems with subjects containing
	international chars
In-Reply-To: <589c94400710251711t3a17985pb9c5b441f3e39a7b@mail.gmail.com>
References: <589c94400710251711t3a17985pb9c5b441f3e39a7b@mail.gmail.com>
Message-ID: <589c94400710260507t1528eef1nabe743a0f09fa303@mail.gmail.com>

Got a feedback from Andrew, so here is new version of the patch.

On 10/26/07, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>  Hi,
>
> This patch should fix problem with subjects in outgoing emails. This
> patch has nothing to do with handling incoming emails, but only
> outgoing. You can see problems when EmailOutputEncoding is
> multi-byte(UTF-8 is and several other encodings as well) and subject
> is quite long (>75 chars, depends on encoding).
>
> Thanks to Andrew Kornilov for keep kicking me and cooperating. As soon
> as I'll get positive feedback I'll commit the patch into 3.6 branch.
>
> --
> Best regards, Ruslan.
>
>


-- 
Best regards, Ruslan.
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From barnesaw at ucrwcu.rwc.uc.edu  Fri Oct 26 08:28:10 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 26 Oct 2007 08:28:10 -0400
Subject: [rt-users] Merge or delete users
In-Reply-To: <4721A26F.3050007@brg.bg>
References: <DFAE69112DC03243849AAE26A27E2B0401ED50E1@emexch004002.elcan.com>
	<4721A26F.3050007@brg.bg>
Message-ID: <4721DD5A.3060809@ucrwcu.rwc.uc.edu>

If you already have multiple accounts for people, you can merge them
with http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/

Boris Jordanov wrote:
> Lamers, Dan wrote:
>> Hi Boris,
>>
>> I have just configured this exact scenario.  Take a look at this page
>>
>> http://wiki.bestpractical.com/view/AutoCreateFromExternalUserInfo
>>
>> Basically, you can use LDAP in Exchange 5.5 to cross reference
>> between user
>> id and email address.  When users send an e-mail to RT, LDAP is used to
>> retrieve the userid from Exchange and therefore prevent the creation
>> of 2
>> accounts. 
>> Hope this helps!
>>
>> Dan
>>   
>
> Thanks Dan, I'll give it a try.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From barry.byrne at wbtsystems.com  Fri Oct 26 10:28:35 2007
From: barry.byrne at wbtsystems.com (Barry Byrne)
Date: Fri, 26 Oct 2007 15:28:35 +0100
Subject: [rt-users] Query Builder help
Message-ID: <00bb01c817dc$7e44a110$88010c0a@dublin.wbtsystems.com>

Hi all,

Hoping someone can help me with a search I'm trying to build with Query
Builder on v3.6.5.

Basically, I'm trying to find tickets where it's been more than a certain
amount of time between the requester updating the ticket and someone other
than the requestor updating the ticket. The two fields in Query Builder seem
to be Told and Updated, but I can't seem to compare them. Is there some way
to do something like:

Find tickets where (Updated - Told) > 4 hours.

Meaning it's been more than four hours since the requestor updated a ticket
with no response.

I've tried everything I can think of to no avail.

Appreciate any help.

Thanks,

Barry



From sturner at MIT.EDU  Fri Oct 26 10:39:10 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 26 Oct 2007 10:39:10 -0400
Subject: [rt-users] Start ticket number at an arbitrary value
In-Reply-To: <519782dc0710251347s4bbda1d3x9a8cff4337f6e9b4@mail.gmail.co
 m>
References: <4720FF96.8060001@uiuc.edu>
	<519782dc0710251347s4bbda1d3x9a8cff4337f6e9b4@mail.gmail.com>
Message-ID: <6.2.3.4.2.20071026103542.0427bb10@po14.mit.edu>


At Thursday 10/25/2007 04:47 PM, you wrote:
>Insert a row in the tickets table with id 4999, then the next ticket 
>will be 5000.

This may depend on which database you're using. Oracle, for example, 
uses a sequence object for the next id, so in that case you'd need to 
reset the sequence value.

Steve


>On 10/25/07, John Arends <<mailto:jarends at uiuc.edu>jarends at uiuc.edu > wrote:
>Is anyone aware of a way that I can have my next ticket start at an
>arbitrary high value that I select? I'm on a new installation, and I
>have created a few test tickets (I believe I'm up to number 4) but if
>possible I would like the next ticket to start at 5000.
>

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




From sam.howard at gmxtechnologies.com  Fri Oct 26 14:39:31 2007
From: sam.howard at gmxtechnologies.com (Samuel P. Howard)
Date: Fri, 26 Oct 2007 12:39:31 -0600
Subject: [rt-users] Multiple attachments in the same posting
Message-ID: <47223463.9070807@GMxTechnologies.com>

Hi.

My customer is running an RT instance (3.6.1), and "root" can add 
multiple attachments in a single Reply/Comment, but his non-priv users 
(his customers) can only do 1 attachment per Reply.

Can we fix this?  We've looked all over for permissions, rights, 
whatever, and can't figure out what we need to do to make it work.

Thanks!
Sam


From mwestfall at factory7.com  Sat Oct 27 13:52:41 2007
From: mwestfall at factory7.com (Matt Westfall)
Date: Sat, 27 Oct 2007 13:52:41 -0400
Subject: [rt-users] Problem with additional status
Message-ID: <47237AE9.9080604@factory7.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I had added a status to my tickets called "followup"

I then decided to remove it, but it's still showing up in the column of
quick search.

I have cleared the mason cache and restarted apache several times!!

Please advise.

Thanks,
Matt
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From ruz at bestpractical.com  Sun Oct 28 00:32:03 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sun, 28 Oct 2007 08:32:03 +0400
Subject: [rt-users] Small performance improvements on displaying tickets
	with much text
Message-ID: <589c94400710272132h1ac88d2dk78fe7def7048ca1a@mail.gmail.com>

  Hi,

Finally had some time to merge changes into Text::Quoted. Now code is
much cleaner and I tried to improve its performance a little. My tests
show that it's 1.5x faster now on middle size texts(10-30 lines with
2-3 levels of quoting). I don't expect rendering of the tickets'
history page to be 1.5x faster, but anyway it should be faster.

Version 2.02_01 is available from the CPAN, but it's a development
release so you have to install it manually to try:
> wget http://search.cpan.org/CPAN/authors/id/R/RU/RUZ/Text-Quoted-2.02_01.tar.gz
> tar -xzvf Text-Quoted-2.02_01.tar.gz
> cd Text-Quoted-2.02_01
> perl Makefile.PL && make && make test
> sudo make install
stop and start web server.

NOTE: that if there wouldn't be regressions reported during next week
then I'll release version 2.03 to the CPAN, so it's your chance to
check that everything works fine.

-- 
Best regards, Ruslan.


From Keith.D.Schincke at nasa.gov  Sun Oct 28 11:32:41 2007
From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI])
Date: Sun, 28 Oct 2007 10:32:41 -0500
Subject: [rt-users] Problem accessing RT located behind an apache proxy
Message-ID: <5D0B651C5306D64AA429824F50D2C0AC077439@NDJSEVS23B.ndc.nasa.gov>


Hey Guys,

I am having issues accessing parts of my RT installation while it is located behind an apache proxy.

My configuration is:
  RT is installed on a server on a private network.
  Apache is installed on a server on the public network that will proxy with mod_rewrite access to the RT server.

This configuration works great for most parts of the RT system. Tickets can be looked at. Users can be added. 
The problem occurs when a ticket or user is updated.

When a ticket is updated, Update.html is called, the ticket is update and the browser is redirected to Display.html.

The redirect is what is causing my problems. The application is tries to send the browser to the private IP address to load Display.html. 

Here is my configuration:
Front end apache server:
Centos 4.5
httpd 2.0.52

Here are the rewrite rules:
<VirtualHost *:80>
   RewriteEngine on
   RewriteLog /var/log/httpd/rewrite.log
   RewriteLogLevel 2
   RewriteRule ^/$ http://10.0.0.1/rt [P,L]
   RewriteRule ^/(.*)$ http://10.0.0.1/$1 [P,L]
   ProxyPass / http://rt.example.com/
   ProxyPassReverse / http://rt.example.com/
</VirtualHost>


Backend server:
Debian etch
Aapche 2
RT 3.6

My $WebBaseURL is http://rt.example.com

Any suggestions on what may be causing the rewrite to not work correctly?

Thanks for any help,

Keith
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From nelhawar at redhat.com  Sun Oct 28 22:22:22 2007
From: nelhawar at redhat.com (Noura Elhawary)
Date: Mon, 29 Oct 2007 12:22:22 +1000
Subject: [rt-users] how to disable user account in rt via script
Message-ID: <1193624542.4248.4.camel@dhcp-64-223.bne.redhat.com>

Hi all,,

I am trying to write a perl script to disable rt user account, so the
script should perform a task similar to unchecking the checkbox "Let
User Access RT" in the rt web ui. Can you please advise me what is the
best way to do so , or if there is a perl module that has some functions
to do that?

Thanks,
Noura 



From krishna.prasad at spartanlabs.com  Mon Oct 29 06:59:02 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Mon, 29 Oct 2007 16:29:02 +0530
Subject: [rt-users] owner should get the requestor's message only but
	receiving greeting's message from RT?
Message-ID: <20071029110001.7C6464D80F0@diesel.bestpractical.com>

I have a query regarding as follows:

 

When customer creates a ticket through email and RT creates a ticket,
customer is receiving greetings mail. This is good but owner is also
receiving the greetings mail from request tracker. But I don't want to
receive greetings mail to owner from Request tracker. The owner should be
able to see only the customer's/requestor's message only. How can I do it?
Can anyone please help me in this issue?

 

And also when the admin receives an email from request tracker, the admin
will assign that ticket to owner with an attachment but the attachment was
missing?

 

With Regards, 

Krishna Prasad 

 

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From indian_cricket_videos at yahoo.com  Mon Oct 29 07:25:06 2007
From: indian_cricket_videos at yahoo.com (dsa sadf)
Date: Mon, 29 Oct 2007 04:25:06 -0700 (PDT)
Subject: [rt-users] RT tickets resolved and tickets unowned list problem
In-Reply-To: <335868.43313.qm@web31912.mail.mud.yahoo.com>
Message-ID: <928753.69506.qm@web31911.mail.mud.yahoo.com>

Hi,

Can anyone help me out with this query?

Thanks,

Raj

dsa sadf <indian_cricket_videos at yahoo.com> wrote: Hi everyone,

I am using RT 3.4.5, running on a CentOS box. I was trying to restrict some privileged users from seeing tickets on queues they weren't allowed to. I managed to do that but in the process caused the 'Top 10 Resolved tickets' and 'Top 10 Unowned tickets' lists to display inaccurate tickets. For example, the 'Top 10 Resolved tickets' list shows some unowned and new tickets and the 'Top 10 Unowned tickets' list shows some resolved tickets. 

I had added the following code to my 'MyRequests' file in order to restrict queue access for that user:

my $Queues = RT::Queues->new($session{'CurrentUser'});
$Queues->UnLimit();
my $myQueues = "";
while (my $queue = $Queues->Next) {
       next unless ($queue->CurrentUserHasRight('ShowTicket'));
       $myQueues .= " OR Queue = '" . $queue->Name . "'";
}
$myQueues =~ s/^ OR //g;


my $Query = "Owner = 'Nobody' AND $myQueues AND ( Status = 'new' OR Status = 'open')"; 

and for the 'MyResolved' file, the same code except for the last line which reads:

my $Query = "Owner = 'Nobody' AND $myQueues AND ( Status = 'resolved)"; 


Could anyone help me identify what the problem could be?


Regards,

Raj

  __________________________________________________
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 krishna.prasad at spartanlabs.com  Mon Oct 29 07:31:30 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Mon, 29 Oct 2007 17:01:30 +0530
Subject: [rt-users] attachment on owner change?
Message-ID: <20071029113115.E12F74D80E5@diesel.bestpractical.com>

Hi All,

 

I have a query that including attachment on owner change, the attachment was
missing. What I have to do on this issue? Can anyone guide me on this issue?

 

With Regards, 

Krishna Prasad 

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From barnesaw at ucrwcu.rwc.uc.edu  Mon Oct 29 08:32:45 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 29 Oct 2007 08:32:45 -0400
Subject: [rt-users] Problem with additional status
In-Reply-To: <47237AE9.9080604@factory7.com>
References: <47237AE9.9080604@factory7.com>
Message-ID: <4725D2ED.5030407@ucrwcu.rwc.uc.edu>

Do you have any tickets that used that status?  Perhaps that is causing
it to still be listed?

Matt Westfall wrote:
> I had added a status to my tickets called "followup"
>
> I then decided to remove it, but it's still showing up in the column of
> quick search.
>
> I have cleared the mason cache and restarted apache several times!!
>
> Please advise.
>
> Thanks,
> Matt
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in
touch today.
    Email us at sales at bestpractical.com or call us at +1 617 812 0745.


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


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



From mwestfall at factory7.com  Mon Oct 29 11:41:09 2007
From: mwestfall at factory7.com (Matt Westfall)
Date: Mon, 29 Oct 2007 11:41:09 -0400
Subject: [rt-users] Problem with additional status
Message-ID: <4725FF15.10603@factory7.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I had added a status to my tickets called "followup"

I then decided to remove it, but it's still showing up in the column of
quick search.

I have cleared the mason cache and restarted apache several times!!

Please advise.

Thanks,
Matt
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From rfh at pipex.net  Mon Oct 29 12:03:32 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 29 Oct 2007 16:03:32 +0000
Subject: R: [rt-users] RT 3.6.3 Reverse History Order patch
In-Reply-To: <Pine.LNX.4.64.0710261230510.20825@redwood>
References: <A6EA8BA3E2776540BBC22A6C4D259D7301ACB3E4@MAILSERVER.pevianimail.local>
	<Pine.LNX.4.64.0710261230510.20825@redwood>
Message-ID: <47260454.4020602@pipex.net>

Olly;
I am running 3.6.3 and newest transactions at the top, I have
Set($OldestTransactionsFirst, '0');
working fine for me ... Remember to restart apache

There is a work around if you wish you can modify 
/opt/rt3/local/html/Ticket/Elements/ShowHistory and change
$Transactions->OrderByCols( { FIELD => 'Created',
                              ORDER => $OldestFirst },
                            { FIELD => 'id',
                              ORDER => $OldestFirst },
                          );
to
$Transactions->OrderByCols( { FIELD => 'Created',
                              ORDER => 'DESC' },
                            { FIELD => 'id',
                              ORDER => 'DESC' },
                          );

Roy
o.nash at cs.ucc.ie wrote:
> Gianluca
> Thanks for that wich I already have, i.e. tickets sorted by created 
> DESC order.
> My question is different:
> i.e.
> ticket transactions: how to sort the transactions in reverse order.
> instead of the default OldestTransactionsFirst
>
> regards
> Olly
>
> On Fri, 26 Oct 2007, Gianluca Cecchi wrote:
>
>>
>> Or you can do eventually
>> login as root
>> Select preferences (top right)
>> Select RT at a glance
>> Select unowned tickets
>> at right side where there is "order by"
>> first option by default is
>> Created   Asc
>>
>> Change to Desc
>>
>> But I don't know it this affects also non root users when they log-on 
>> or how to modify their preferences if not...
>>
>> Gianluca
>>
>>> -----Messaggio originale-----
>>> Da: rt-users-bounces at lists.bestpractical.com
>>> [mailto:rt-users-bounces at lists.bestpractical.com] Per conto
>>> di Kenneth Crocker
>>> Inviato: venerd? 26 ottobre 2007 0.25
>>> A: o.nash at cs.ucc.ie
>>> Cc: rt-users at lists.bestpractical.com
>>> Oggetto: Re: [rt-users] RT 3.6.3 Reverse History Order patch
>>>
>>> o.nash
>>>
>>>
>>>     We have 3.6.4 and don't have the problem you described.
>>> Perhaps an upgrade to that version will resolve the problem.
>>>
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 10/25/2007 3:00 PM, o.nash at cs.ucc.ie wrote:
>>>> running RT 3.6.3 on linux.
>>>> I read http://wiki.bestpractical.com/view/ReverseHistoryOrder
>>>> Which desribes some patches that will change the
>>> Transaction history order
>>>> of tickets viewed on webpage.
>>>>
>>>> I tried the first simple option described:
>>>> added line to RT_SiteConfig
>>>> Set($OldestTransactionsFirst, 1);
>>>> then cleared mason cache
>>>> restarted apache but the history still shows Oldest First.
>>>> Setting Set($OldestTransactionsFirst, 1); causes apache to
>>> fail to restart
>>>> with erros about file permissions ....strange.
>>>>
>>>> So does anybody have a work around for RT 3.6.3 to do this.
>>>> -- 
>>>> thanks
>>>> Oliver
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>>>
>>>> If you sign up for a new RT support contract before
>>> December 31, we'll take
>>>> up to 20 percent off the price. This sale won't last long,
>>> so get in
>>>> touch today.    Email us at sales at bestpractical.com or call
>>> us at +1 617
>>>> 812 0745.
>>>>
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: 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
>>>
>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>>
>>> If you sign up for a new RT support contract before December
>>> 31, we'll take
>>> up to 20 percent off the price. This sale won't last long, so
>>> get in touch today.
>>>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>>>
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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
>>
>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>
>> If you sign up for a new RT support contract before December 31, 
>> we'll take
>> up to 20 percent off the price. This sale won't last long, so get in 
>> touch today.
>>    Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>>
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
> -- 
> Oliver Nash
> Computer Systems Support Group
> Department of Computer Science
> University College Cork
> Ireland
> EMAIL:o.nash at cs.ucc.ie
> PHONE:+35321 4902972
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From rfh at pipex.net  Mon Oct 29 12:06:48 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 29 Oct 2007 16:06:48 +0000
Subject: [rt-users] What is searchbuilder
In-Reply-To: <009401c816b4$3b55c420$62c09242@voyager>
References: <009401c816b4$3b55c420$62c09242@voyager>
Message-ID: <47260518.5040506@pipex.net>

Can you use RT without it ???

Roy

Micah Gersten wrote:
> My company is running an RT installation v. 3.6.0.
>
>  
>
> What is searchbuilder?  Can we use it to speed up RT searches?
>
>  
>
> Thank you,
>
> Micah Gersten
>
> onShore Networks
>
>
>   
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From micah at onshore.com  Mon Oct 29 12:09:53 2007
From: micah at onshore.com (Micah Gersten)
Date: Mon, 29 Oct 2007 11:09:53 -0500
Subject: [rt-users] What is searchbuilder
In-Reply-To: <47260518.5040506@pipex.net>
References: <009401c816b4$3b55c420$62c09242@voyager>
	<47260518.5040506@pipex.net>
Message-ID: <004501c81a46$24580400$640fa8c0@voyager>

I think it's a built in component, but I would like to know if there is a
way to tweak it to make searches faster.

Thank you,
Micah Gersten
onShore Networks
http://www.onshore.com
 

-----Original Message-----
From: Roy El-Hames [mailto:rfh at pipex.net] 
Sent: Monday, October 29, 2007 11:07 AM
To: Micah Gersten
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] What is searchbuilder

Can you use RT without it ???

Roy

Micah Gersten wrote:
> My company is running an RT installation v. 3.6.0.
>
>  
>
> What is searchbuilder?  Can we use it to speed up RT searches?
>
>  
>
> Thank you,
>
> Micah Gersten
>
> onShore Networks
>
>
>   
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll
take
> up to 20 percent off the price. This sale won't last long, so get in touch
today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From gcecchi at peviani.it  Mon Oct 29 12:36:58 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Mon, 29 Oct 2007 17:36:58 +0100
Subject: R: R: [rt-users] RT 3.6.3 Reverse History Order patch
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D7301C47159@MAILSERVER.pevianimail.local>

 
Set($OldestTransactionsFirst, '0'); 
is working fine for me too in 3.6.5... without modifing /opt/rt3/local/html/Ticket/Elements/ShowHistory
I didn't know at all about this option for transaction history screen rendering ...

 
> -----Messaggio originale-----
> Da: Roy El-Hames [mailto:rfh at pipex.net] 
> Inviato: luned? 29 ottobre 2007 17.04
> A: o.nash at cs.ucc.ie
> Cc: Gianluca Cecchi; rt-users at lists.bestpractical.com
> Oggetto: Re: R: [rt-users] RT 3.6.3 Reverse History Order patch
> 
> Olly;
> I am running 3.6.3 and newest transactions at the top, I have 
> Set($OldestTransactionsFirst, '0'); working fine for me ... 


From kevin at smtl.co.uk  Mon Oct 29 12:17:53 2007
From: kevin at smtl.co.uk (Kevin Gordon)
Date: Mon, 29 Oct 2007 16:17:53 +0000
Subject: [rt-users] At A Glance
Message-ID: <1193674673.4867.8.camel@seska.smtl.co.uk>

Hi List,

Trying to upgrade from 3.4.2 - 3.6.5, all went smooth only apparent
errors where updating the schema from 3.5.1; "couldn't find schema for;
Pd", after browsing lists I'm under the impression that this can be
ignored? as there is no schema update?

When logging in to 3.6.5 the home page contains no tickets for the user
at a glance also contains no tickets.

If I try to edit:

http://rt.smtl.co.uk/rt3/Admin/Global/MyRT.html

The following error occurs:

error:  Can't call method "Content" on an undefined value
at /usr/local/rt3/share/html/Admin/Global/MyRT.html line 97, <DATA> line
1662.
context:  
... 

93: 
my ( $conf, $pane ) = @_;
94: 
$default_portlets->SetContent( $conf );
95: 
push @actions, loc( 'Global portlet
[_1] saved.', $pane );
96: 
}
97: 
);
98: 

99: 
$m->comp( '/Widgets/SelectionBox:process', %ARGS, self => $_, nojs => 1 )
100: 
for @panes;
101: 

... 

code stack:   /usr/local/rt3/share/html/Admin/Global/MyRT.html:97
/usr/local/rt3/share/html/Admin/autohandler:49
/usr/local/rt3/share/html/autohandler:291

RAW error:

Can't call method "Content" on an undefined value
at /usr/local/rt3/share/html/Admin/Global/MyRT.html line 97.


Trace begun at /usr/local/share/perl/5.8.7/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Content" on an undefined value at /usr/local/rt3/share/html/Admin/Global/MyRT.html line 97.^J') called at /usr/local/rt3/share/html/Admin/Global/MyRT.html line 97
HTML::Mason::Commands::__ANON__ at /usr/local/share/perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa0cb0a0)') called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1262
eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1252
HTML::Mason::Request::comp(undef, undef, undef) called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 921
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa0b2cf0)') called at /usr/local/rt3/share/html/Admin/autohandler line 49
HTML::Mason::Commands::__ANON__ at /usr/local/share/perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa0cb5e0)') called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1262
eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1252
HTML::Mason::Request::comp(undef, undef, undef) called at /usr/local/rt3/share/html/autohandler line 291
HTML::Mason::Commands::__ANON__ at /usr/local/share/perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa0de5c4)') called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1257
eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1252
HTML::Mason::Request::comp(undef, undef, undef) called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 466
eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 466
eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 418
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa0b2cf0)') called at /usr/local/share/perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa0b2cf0)') called at /usr/local/share/perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x97d1dbc)', 'Apache2::RequestRec=SCALAR(0x9774970)') called at /usr/local/rt3/bin/webmux.pl line 125
eval {...} at /usr/local/rt3/bin/webmux.pl line 125
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x9774970)') called at -e line 0
eval {...} at -e line 0

The newer system looks pretty fresh and I'm eager to upgrade.

Thanks,

Kevin



From Kris.Boutilier at scrd.bc.ca  Mon Oct 29 12:38:10 2007
From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier)
Date: Mon, 29 Oct 2007 09:38:10 -0700
Subject: [rt-users] Problem accessing RT located behind an apache proxy
In-Reply-To: <5D0B651C5306D64AA429824F50D2C0AC077439@NDJSEVS23B.ndc.nasa.gov>
References: <5D0B651C5306D64AA429824F50D2C0AC077439@NDJSEVS23B.ndc.nasa.gov>
Message-ID: <2A80CD54CCAF3846A1029DA4653D2A65015ED06C@trillian.scrd.ad>

Most likely you'll need to use something like mod_proxy_html to
manipulate occurances of the private address within the body of the http
stream. You could confirm this by using Wireshark to look at the
contents of the http replies on both sides of the Apache server and see
exactly where the offending addresses are being embedded.
 
mod_proxy_html is a perfect tool for doing in-line rewrites of
javascript, css and other complexities generated by proxied web apps.
See http://apache.webthing.com/mod_proxy_html/

Kris Boutilier
Information Services Coordinator
Sunshine Coast Regional District

________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Schincke,
Keith D. (JSC-IT)[MEI]
	Sent: Sunday, October 28, 2007 8:33 AM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] Problem accessing RT located behind an
apache proxy
	
	


	Hey Guys,
	
	I am having issues accessing parts of my RT installation while
it is located behind an apache proxy.
	
	My configuration is:
	  RT is installed on a server on a private network.
	  Apache is installed on a server on the public network that
will proxy with mod_rewrite access to the RT server.
	
	This configuration works great for most parts of the RT system.
Tickets can be looked at. Users can be added.
	The problem occurs when a ticket or user is updated.
	
	When a ticket is updated, Update.html is called, the ticket is
update and the browser is redirected to Display.html.
	
	The redirect is what is causing my problems. The application is
tries to send the browser to the private IP address to load
Display.html.
	
	Here is my configuration:
	Front end apache server:
	Centos 4.5
	httpd 2.0.52
	
	Here are the rewrite rules:
	<VirtualHost *:80>
	   RewriteEngine on
	   RewriteLog /var/log/httpd/rewrite.log
	   RewriteLogLevel 2
	   RewriteRule ^/$ http://10.0.0.1/rt [P,L]
	   RewriteRule ^/(.*)$ http://10.0.0.1/$1 [P,L]
	   ProxyPass / http://rt.example.com/
	   ProxyPassReverse / http://rt.example.com/
	</VirtualHost>
	
	
	Backend server:
	Debian etch
	Aapche 2
	RT 3.6
	
	My $WebBaseURL is http://rt.example.com
	
	Any suggestions on what may be causing the rewrite to not work
correctly?
	
	Thanks for any help,
	
	Keith 

-------------- next part --------------
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From gleduc at mail.sdsu.edu  Mon Oct 29 12:58:38 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 29 Oct 2007 09:58:38 -0700
Subject: [rt-users] how to disable user account in rt via script
In-Reply-To: <1193624542.4248.4.camel@dhcp-64-223.bne.redhat.com>
References: <1193624542.4248.4.camel@dhcp-64-223.bne.redhat.com>
Message-ID: <6.2.1.2.2.20071029093906.026a2008@mail.sdsu.edu>

Hi Noura,

There is a method in RT::User called SetDisabled that will probably do what 
you want.  Try loading the user you want to disable into a user object and 
then call the method like this:

   my $UserId = #### user id of the user you want to disable #####
   my $user = RT::User->new($RT::SystemUser);
   $user->Load($UserId);
   $user->SetDisabled();

I don't know what might happen if you do this to the current user (the 
person logged in to RT).

Good luck,
Gene

At 07:22 PM 10/28/2007, Noura Elhawary wrote:
>Hi all,,
>
>I am trying to write a perl script to disable rt user account, so the
>script should perform a task similar to unchecking the checkbox "Let
>User Access RT" in the rt web ui. Can you please advise me what is the
>best way to do so , or if there is a perl module that has some functions
>to do that?
>
>Thanks,
>Noura
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
>If you sign up for a new RT support contract before December 31, we'll take
>up to 20 percent off the price. This sale won't last long, so get in touch 
>today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
>Community help: http://wiki.bestpractical.com
>Commercial support: 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 o.nash at cs.ucc.ie  Mon Oct 29 17:14:56 2007
From: o.nash at cs.ucc.ie (o.nash at cs.ucc.ie)
Date: Mon, 29 Oct 2007 22:14:56 +0100 (CET)
Subject: R: R: [rt-users] RT 3.6.3 Reverse History Order patch
In-Reply-To: <A6EA8BA3E2776540BBC22A6C4D259D7301C47159@MAILSERVER.pevianimail.local>
References: <A6EA8BA3E2776540BBC22A6C4D259D7301C47159@MAILSERVER.pevianimail.local>
Message-ID: <Pine.LNX.4.64.0710292208080.29011@redwood>

Thanks,Gianluca and others,
I decided to retry one more time
After I edit RT_SiteConfig with:-
Set($OldestTransactionsFirst, '0');

When I restart apache it fails with this error in error_log:

[Mon Oct 29 20:32:51 2007] [error] Couldn't load RT config file 
/opt/rt3/etc/RT_SiteConfig.pm as user root / group root.\nThe file is 
owned by user root and group rt.\nThis usually means that the user/group 
your webserver is running as cannot read the file.\nBe careful not to make 
the permissions on this file too liberal, because it contains 
database\npasswords.  You may need to put the webserver user in the 
appropriate group (rt) or change\npermissions be able to run 
succesfully\n/opt/rt3/etc/RT_SiteConfig.pm did not return a true value at 
/opt/rt3/lib/RT.pm line 141.\nBEGIN failed--compilation aborted at 
/opt/rt3/bin/webmux.pl line 76.\nCompilation failed in require at (eval 2) 
line 1.\n
[Mon Oct 29 20:32:51 2007] [error] Can't load Perl file: 
/opt/rt3/bin/webmux.pl for server cshelp.ucc.ie:80, exiting...

With
Set($OldestTransactionsFirst, '1');
It starts without ant error:

Mon Oct 29 20:34:46 2007] [notice] Apache/2.0.59 (Unix) mod_perl/2.0.3 
Perl/v5.8.8 configured -- resuming normal operations

Thats the problem.
thanks
Olly

  On Mon, 29 
Oct 2007, Gianluca Cecchi wrote:

>
> Set($OldestTransactionsFirst, '0');
> is working fine for me too in 3.6.5... without modifing /opt/rt3/local/html/Ticket/Elements/ShowHistory
> I didn't know at all about this option for transaction history screen rendering ...
>
>
>> -----Messaggio originale-----
>> Da: Roy El-Hames [mailto:rfh at pipex.net]
>> Inviato: luned? 29 ottobre 2007 17.04
>> A: o.nash at cs.ucc.ie
>> Cc: Gianluca Cecchi; rt-users at lists.bestpractical.com
>> Oggetto: Re: R: [rt-users] RT 3.6.3 Reverse History Order patch
>>
>> Olly;
>> I am running 3.6.3 and newest transactions at the top, I have
>> Set($OldestTransactionsFirst, '0'); working fine for me ...
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today.
>    Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

--
Oliver Nash
Computer Systems Support Group
Department of Computer Science
University College Cork
Ireland
EMAIL:o.nash at cs.ucc.ie
PHONE:+35321 4902972

From ruz at bestpractical.com  Mon Oct 29 18:35:49 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 30 Oct 2007 01:35:49 +0300
Subject: R: R: [rt-users] RT 3.6.3 Reverse History Order patch
In-Reply-To: <Pine.LNX.4.64.0710292208080.29011@redwood>
References: <A6EA8BA3E2776540BBC22A6C4D259D7301C47159@MAILSERVER.pevianimail.local>
	<Pine.LNX.4.64.0710292208080.29011@redwood>
Message-ID: <589c94400710291535r6ebb85cbmc7a8c3c4675df66e@mail.gmail.com>

add "1;" as the bottom most line in the config.

On 10/30/07, o.nash at cs.ucc.ie <o.nash at cs.ucc.ie> wrote:
> Thanks,Gianluca and others,
> I decided to retry one more time
> After I edit RT_SiteConfig with:-
> Set($OldestTransactionsFirst, '0');
>
> When I restart apache it fails with this error in error_log:
>
> [Mon Oct 29 20:32:51 2007] [error] Couldn't load RT config file
> /opt/rt3/etc/RT_SiteConfig.pm as user root / group root.\nThe file is
> owned by user root and group rt.\nThis usually means that the user/group
> your webserver is running as cannot read the file.\nBe careful not to make
> the permissions on this file too liberal, because it contains
> database\npasswords.  You may need to put the webserver user in the
> appropriate group (rt) or change\npermissions be able to run
> succesfully\n/opt/rt3/etc/RT_SiteConfig.pm did not return a true value at
> /opt/rt3/lib/RT.pm line 141.\nBEGIN failed--compilation aborted at
> /opt/rt3/bin/webmux.pl line 76.\nCompilation failed in require at (eval 2)
> line 1.\n
> [Mon Oct 29 20:32:51 2007] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server cshelp.ucc.ie:80, exiting...
>
> With
> Set($OldestTransactionsFirst, '1');
> It starts without ant error:
>
> Mon Oct 29 20:34:46 2007] [notice] Apache/2.0.59 (Unix) mod_perl/2.0.3
> Perl/v5.8.8 configured -- resuming normal operations
>
> Thats the problem.
> thanks
> Olly
>
>   On Mon, 29
> Oct 2007, Gianluca Cecchi wrote:
>
> >
> > Set($OldestTransactionsFirst, '0');
> > is working fine for me too in 3.6.5... without modifing /opt/rt3/local/html/Ticket/Elements/ShowHistory
> > I didn't know at all about this option for transaction history screen rendering ...
> >
> >
> >> -----Messaggio originale-----
> >> Da: Roy El-Hames [mailto:rfh at pipex.net]
> >> Inviato: luned? 29 ottobre 2007 17.04
> >> A: o.nash at cs.ucc.ie
> >> Cc: Gianluca Cecchi; rt-users at lists.bestpractical.com
> >> Oggetto: Re: R: [rt-users] RT 3.6.3 Reverse History Order patch
> >>
> >> Olly;
> >> I am running 3.6.3 and newest transactions at the top, I have
> >> Set($OldestTransactionsFirst, '0'); working fine for me ...
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
> >
> > If you sign up for a new RT support contract before December 31, we'll take
> > up to 20 percent off the price. This sale won't last long, so get in touch today.
> >    Email us at sales at bestpractical.com or call us at +1 617 812 0745.
> >
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
> --
> Oliver Nash
> Computer Systems Support Group
> Department of Computer Science
> University College Cork
> Ireland
> EMAIL:o.nash at cs.ucc.ie
> PHONE:+35321 4902972
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 slackamp at gmail.com  Mon Oct 29 21:14:06 2007
From: slackamp at gmail.com (slamp slamp)
Date: Mon, 29 Oct 2007 21:14:06 -0400
Subject: [rt-users] HasRight called with no valid object.
Message-ID: <78926d250710291814o4e2e7a71ld3e81a910132ea1d@mail.gmail.com>

After upgrading to 3.6.5 from 3.6.3 I receive this in my log when I
click Delegation under preferences. I am running on CentOS release 4.5

RT: HasRight called with no valid object
(/opt/rt3/lib/RT/Principal_Overlay.pm:323)


From Keith.D.Schincke at nasa.gov  Tue Oct 30 01:29:08 2007
From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI])
Date: Tue, 30 Oct 2007 00:29:08 -0500
Subject: [rt-users] Problem accessing RT located behind an apache proxy
References: <5D0B651C5306D64AA429824F50D2C0AC077439@NDJSEVS23B.ndc.nasa.gov>
	<2A80CD54CCAF3846A1029DA4653D2A65015ED06C@trillian.scrd.ad>
Message-ID: <5D0B651C5306D64AA429824F50D2C0AC07743C@NDJSEVS23B.ndc.nasa.gov>

Hey Kris,

All of the html, images and javascript is loading correcting

I used firebug to peak at the HTTP headers. It looks like the "Location:" field is set to direct the browser to load the Display.html file to display the updated ticket. 

The ProxyPass and ProxyPassReverse options should be changing the response headers.

Below is the relevant parts of my apache config file.

Any help will be greatfully appricated.

Keith

RewriteEngine on
RewriteLog /var/log/httpd/rewrite.log
RewriteLogLevel 0
RewriteRule ^/$ https://rt.example.com/rt/ [R,L]
RewriteRule ^/rt$ https://10.0.0.1/rt/ [P,L]
RewriteRule ^/rt/(.*)$ https://10.0.0.1/rt/$1 [P,L]

ProxyRequests off
SSLProxyEngine on
<Location />
ProxyPass https://10.0.0.1/
ProxyPassReverse https://10.0.0.1/
</Location>



-----Original Message-----
From: Kris Boutilier [mailto:Kris.Boutilier at scrd.bc.ca]
Sent: Mon 10/29/2007 11:38 AM
To: Schincke, Keith D. (JSC-IT)[MEI]
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Problem accessing RT located behind an apache proxy
 
Most likely you'll need to use something like mod_proxy_html to manipulate occurances of the private address within the body of the http stream. You could confirm this by using Wireshark to look at the contents of the http replies on both sides of the Apache server and see exactly where the offending addresses are being embedded.
 
mod_proxy_html is a perfect tool for doing in-line rewrites of javascript, css and other complexities generated by proxied web apps. See http://apache.webthing.com/mod_proxy_html/

Kris Boutilier
Information Services Coordinator
Sunshine Coast Regional District

________________________________

	From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Schincke, Keith D. (JSC-IT)[MEI]
	Sent: Sunday, October 28, 2007 8:33 AM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] Problem accessing RT located behind an apache proxy
	
	


	Hey Guys,
	
	I am having issues accessing parts of my RT installation while it is located behind an apache proxy.
	
	My configuration is:
	  RT is installed on a server on a private network.
	  Apache is installed on a server on the public network that will proxy with mod_rewrite access to the RT server.
	
	This configuration works great for most parts of the RT system. Tickets can be looked at. Users can be added.
	The problem occurs when a ticket or user is updated.
	
	When a ticket is updated, Update.html is called, the ticket is update and the browser is redirected to Display.html.
	
	The redirect is what is causing my problems. The application is tries to send the browser to the private IP address to load Display.html.
	
	Here is my configuration:
	Front end apache server:
	Centos 4.5
	httpd 2.0.52
	
	Here are the rewrite rules:
	<VirtualHost *:80>
	   RewriteEngine on
	   RewriteLog /var/log/httpd/rewrite.log
	   RewriteLogLevel 2
	   RewriteRule ^/$ http://10.0.0.1/rt [P,L]
	   RewriteRule ^/(.*)$ http://10.0.0.1/$1 [P,L]
	   ProxyPass / http://rt.example.com/
	   ProxyPassReverse / http://rt.example.com/
	</VirtualHost>
	
	
	Backend server:
	Debian etch
	Aapche 2
	RT 3.6
	
	My $WebBaseURL is http://rt.example.com
	
	Any suggestions on what may be causing the rewrite to not work correctly?
	
	Thanks for any help,
	
	Keith 


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From andrew at coolchilli.com  Tue Oct 30 01:42:43 2007
From: andrew at coolchilli.com (Andrew Smith)
Date: Tue, 30 Oct 2007 16:42:43 +1100
Subject: [rt-users] Problem accessing RT located behind an apache proxy
In-Reply-To: <5D0B651C5306D64AA429824F50D2C0AC07743C@NDJSEVS23B.ndc.nasa.gov>
References: <5D0B651C5306D64AA429824F50D2C0AC077439@NDJSEVS23B.ndc.nasa.gov>	<2A80CD54CCAF3846A1029DA4653D2A65015ED06C@trillian.scrd.ad>
	<5D0B651C5306D64AA429824F50D2C0AC07743C@NDJSEVS23B.ndc.nasa.gov>
Message-ID: <4726C453.8060403@coolchilli.com>

Hi Keith,

Just a stab in the dark, have you tried ProxyPreserveHost On?  I know it 
rewrites the Host: value in the header, not sure if that would help RT.

Regards
Andrew

Schincke, Keith D. (JSC-IT)[MEI] wrote:
>
> Hey Kris,
>
> All of the html, images and javascript is loading correcting
>
> I used firebug to peak at the HTTP headers. It looks like the 
> "Location:" field is set to direct the browser to load the 
> Display.html file to display the updated ticket.
>
> The ProxyPass and ProxyPassReverse options should be changing the 
> response headers.
>
> Below is the relevant parts of my apache config file.
>
> Any help will be greatfully appricated.
>
> Keith
>
> RewriteEngine on
> RewriteLog /var/log/httpd/rewrite.log
> RewriteLogLevel 0
> RewriteRule ^/$ https://rt.example.com/rt/ [R,L]
> RewriteRule ^/rt$ https://10.0.0.1/rt/ [P,L]
> RewriteRule ^/rt/(.*)$ https://10.0.0.1/rt/$1 [P,L]
>
> ProxyRequests off
> SSLProxyEngine on
> <Location />
> ProxyPass https://10.0.0.1/
> ProxyPassReverse https://10.0.0.1/
> </Location>
>
>
>
> -----Original Message-----
> From: Kris Boutilier [mailto:Kris.Boutilier at scrd.bc.ca]
> Sent: Mon 10/29/2007 11:38 AM
> To: Schincke, Keith D. (JSC-IT)[MEI]
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Problem accessing RT located behind an apache 
> proxy
>
> Most likely you'll need to use something like mod_proxy_html to 
> manipulate occurances of the private address within the body of the 
> http stream. You could confirm this by using Wireshark to look at the 
> contents of the http replies on both sides of the Apache server and 
> see exactly where the offending addresses are being embedded.
>
> mod_proxy_html is a perfect tool for doing in-line rewrites of 
> javascript, css and other complexities generated by proxied web apps. 
> See http://apache.webthing.com/mod_proxy_html/
>
> Kris Boutilier
> Information Services Coordinator
> Sunshine Coast Regional District
>
> ________________________________
>
>         From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of 
> Schincke, Keith D. (JSC-IT)[MEI]
>         Sent: Sunday, October 28, 2007 8:33 AM
>         To: rt-users at lists.bestpractical.com
>         Subject: [rt-users] Problem accessing RT located behind an 
> apache proxy
>        
>        
>
>
>         Hey Guys,
>        
>         I am having issues accessing parts of my RT installation while 
> it is located behind an apache proxy.
>        
>         My configuration is:
>           RT is installed on a server on a private network.
>           Apache is installed on a server on the public network that 
> will proxy with mod_rewrite access to the RT server.
>        
>         This configuration works great for most parts of the RT 
> system. Tickets can be looked at. Users can be added.
>         The problem occurs when a ticket or user is updated.
>        
>         When a ticket is updated, Update.html is called, the ticket is 
> update and the browser is redirected to Display.html.
>        
>         The redirect is what is causing my problems. The application 
> is tries to send the browser to the private IP address to load 
> Display.html.
>        
>         Here is my configuration:
>         Front end apache server:
>         Centos 4.5
>         httpd 2.0.52
>        
>         Here are the rewrite rules:
>         <VirtualHost *:80>
>            RewriteEngine on
>            RewriteLog /var/log/httpd/rewrite.log
>            RewriteLogLevel 2
>            RewriteRule ^/$ http://10.0.0.1/rt [P,L]
>            RewriteRule ^/(.*)$ http://10.0.0.1/$1 [P,L]
>            ProxyPass / http://rt.example.com/
>            ProxyPassReverse / http://rt.example.com/
>         </VirtualHost>
>        
>        
>         Backend server:
>         Debian etch
>         Aapche 2
>         RT 3.6
>        
>         My $WebBaseURL is http://rt.example.com
>        
>         Any suggestions on what may be causing the rewrite to not work 
> correctly?
>        
>         Thanks for any help,
>        
>         Keith
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From krishna.prasad at spartanlabs.com  Tue Oct 30 05:33:17 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Tue, 30 Oct 2007 15:03:17 +0530
Subject: [rt-users] how to activate the custom template and custom scrip.....
Message-ID: <20071030093354.3328D4D80AB@diesel.bestpractical.com>

I have a query regarding custom template and a custom scrip:

 

It would seem that creating new scrip with a custom template in a Queue
would override the default global. This doesn't seem to be the case. 
What is the appropriate method to implement custom email replies using
templates and scrip's on a per queue basis? Is there any detailed
documentation for this issue? Can anyone help me on this issue?

 

With Regards, 

Krishna Prasad 

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From rlehmann at monzoon.net  Tue Oct 30 06:15:51 2007
From: rlehmann at monzoon.net (Ruben Lehmann)
Date: Tue, 30 Oct 2007 11:15:51 +0100
Subject: [rt-users] doesn't creat new ticket with "ForkIntoNewTicket"
Message-ID: <AC09E5372308F242A33C26C754F9C55133E7A6@reg1-srv01.office.monzoon.net>

Hi List

 

Got RT 3.6.4 with fast_cgi, apache2 on a freebsd 6.2

 

I installed the scrip condition "ReplyToResolved" and the scrip action
"ForkIntoNewTicket" copied from the wiki.

The installation gave me a error about the "DropSetGIDPermissions()" so
I commented it out. Afterwards the new condition and action appeared in
the dropdown menu.

 

Unfortunately I run the install from the "ForkIntoNewTicket" two times.
How do I remove now the second action which have been created? But
that's not the main problem.

 

Then I made a global script as followed:

 

Description: Replies to resolved tickets create a new ticket

Condition: ReplyToResolved

Action: ForkIntoNewTicket

Template: Global template: Correspondence

Stage: TransactionCreate

 

As I understand, this should create a new ticket if somebody answers to
a resolved ticket.

 

But when I tested it, it just added a new comment to the resolved ticket
and nothing else.

 

Do I have to restart the apache when I configured a new scrip?

Any suggestions? What did I do wrong?

Thanks Ruben

 

 

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From wouter.van.den.bergh at nl.easynet.net  Tue Oct 30 06:32:42 2007
From: wouter.van.den.bergh at nl.easynet.net (Wouter van den Bergh)
Date: Tue, 30 Oct 2007 11:32:42 +0100
Subject: [rt-users] RT statistics?
Message-ID: <E1F990F5D3B9874E8BFAB9743B2DFA1C58FCF5@SRDC-MAIL-01.easynet.nl.local>

Hi,

 

I have a working RT 3.6.1 install, and I would like some easy to manage
statistics with it.

 

I've found this; http://wiki.bestpractical.com/view/RT3StatisticsPackage
But it seems rather outdated. When I install this on our system, the
stats are just working half/half.

 

Does anyone know if there is an updated package available for RT 3.6.1,
or something similar alike it?

 

Regards,


Wouter van den Bergh, Customer Support Engineer 2nd Line 

Easynet Nederland B.V., http://www.easynet.nl <http://www.easynet.nl/>  

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
Fax: +31 (0)20 798 98 05 



CSC at nl.easynet.net 

 

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From sfructus at asset-control.com  Tue Oct 30 06:40:30 2007
From: sfructus at asset-control.com (sfructus at asset-control.com)
Date: Tue, 30 Oct 2007 11:40:30 +0100
Subject: [rt-users] confirmation page after update
Message-ID: <OF4969064F.41B04F65-ONC1257384.00394842-C1257384.003AA260@asset-control.com>

Hello,

I'd like to add an additional page before a message will be sent.

Something like a message :
"This message will be sent to ..." warning message with a smal recap of 
people who actually receive themessage
and the possibility to confirm or Cancel the answer (in case you want to 
restrict the applied audience.)

I found in the archive somebody asking the same functionality and I got 
the feeling that the ShowAutoRecipients code provided was
already something that exists in my 3.6 release under the "update section" 
but not really an extra page with confirmation button.

I'm quite sure that a lot of users will need that and apprciate any help.

Stephane


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From elacour at easter-eggs.com  Tue Oct 30 07:00:39 2007
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 30 Oct 2007 12:00:39 +0100
Subject: [rt-users] RT statistics?
In-Reply-To: <E1F990F5D3B9874E8BFAB9743B2DFA1C58FCF5@SRDC-MAIL-01.easynet.nl.local>
References: <E1F990F5D3B9874E8BFAB9743B2DFA1C58FCF5@SRDC-MAIL-01.easynet.nl.local>
Message-ID: <20071030110039.GE3031@easter-eggs.com>

On Tue, Oct 30, 2007 at 11:32:42AM +0100, Wouter van den Bergh wrote:
> Hi,
> 
>  
> 
> I have a working RT 3.6.1 install, and I would like some easy to manage
> statistics with it.
> 
> I've found this; http://wiki.bestpractical.com/view/RT3StatisticsPackage
> But it seems rather outdated. When I install this on our system, the
> stats are just working half/half.
> 
> Does anyone know if there is an updated package available for RT 3.6.1,
> or something similar alike it?
> 
>  

Rt 3.6.x now include a new statistic module, accessible via the
Tools/Reports menu (3 built-in reports, you can add it by creating new
Mason components).
You can also generate graph from a search, look at the bottom of your
search result, there is a button to convert it in pie or bar chart.


-- 
Emmanuel Lacour ------------------------------------ Easter-eggs
44-46 rue de l'Ouest  -  75014 Paris   -   France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -     Fax: +33 (0) 1 41 35 00 76
mailto:elacour at easter-eggs.com   -    http://www.easter-eggs.com


From Keith.D.Schincke at nasa.gov  Tue Oct 30 07:45:27 2007
From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI])
Date: Tue, 30 Oct 2007 06:45:27 -0500
Subject: Solved: RE: [rt-users] Problem accessing RT located behind an apache
	proxy
References: <5D0B651C5306D64AA429824F50D2C0AC077439@NDJSEVS23B.ndc.nasa.gov>	<2A80CD54CCAF3846A1029DA4653D2A65015ED06C@trillian.scrd.ad>
	<5D0B651C5306D64AA429824F50D2C0AC07743C@NDJSEVS23B.ndc.nasa.gov>
	<4726C453.8060403@coolchilli.com>
Message-ID: <5D0B651C5306D64AA429824F50D2C0AC07743D@NDJSEVS23B.ndc.nasa.gov>

Hi Andrew,

That option sounds like it should not be it as it works on the incoming headers but it does work.

I will work on adding this to the wiki. I do not think the Redhat/CentOS 5 server required this. The RedHat/Centos 4 server did though.

Thanks for the help!

Keith


-----Original Message-----
From: Andrew Smith [mailto:andrew at coolchilli.com]
Sent: Tue 10/30/2007 12:42 AM
To: Schincke, Keith D. (JSC-IT)[MEI]
Cc: Kris Boutilier; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problem accessing RT located behind an apache proxy
 
Hi Keith,

Just a stab in the dark, have you tried ProxyPreserveHost On?  I know it 
rewrites the Host: value in the header, not sure if that would help RT.

Regards
Andrew

Schincke, Keith D. (JSC-IT)[MEI] wrote:
>
> Hey Kris,
>
> All of the html, images and javascript is loading correcting
>
> I used firebug to peak at the HTTP headers. It looks like the 
> "Location:" field is set to direct the browser to load the 
> Display.html file to display the updated ticket.
>
> The ProxyPass and ProxyPassReverse options should be changing the 
> response headers.
>
> Below is the relevant parts of my apache config file.
>
> Any help will be greatfully appricated.
>
> Keith
>
> RewriteEngine on
> RewriteLog /var/log/httpd/rewrite.log
> RewriteLogLevel 0
> RewriteRule ^/$ https://rt.example.com/rt/ [R,L]
> RewriteRule ^/rt$ https://10.0.0.1/rt/ [P,L]
> RewriteRule ^/rt/(.*)$ https://10.0.0.1/rt/$1 [P,L]
>
> ProxyRequests off
> SSLProxyEngine on
> <Location />
> ProxyPass https://10.0.0.1/
> ProxyPassReverse https://10.0.0.1/
> </Location>
>
>
>
> -----Original Message-----
> From: Kris Boutilier [mailto:Kris.Boutilier at scrd.bc.ca]
> Sent: Mon 10/29/2007 11:38 AM
> To: Schincke, Keith D. (JSC-IT)[MEI]
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Problem accessing RT located behind an apache 
> proxy
>
> Most likely you'll need to use something like mod_proxy_html to 
> manipulate occurances of the private address within the body of the 
> http stream. You could confirm this by using Wireshark to look at the 
> contents of the http replies on both sides of the Apache server and 
> see exactly where the offending addresses are being embedded.
>
> mod_proxy_html is a perfect tool for doing in-line rewrites of 
> javascript, css and other complexities generated by proxied web apps. 
> See http://apache.webthing.com/mod_proxy_html/
>
> Kris Boutilier
> Information Services Coordinator
> Sunshine Coast Regional District
>
> ________________________________
>
>         From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of 
> Schincke, Keith D. (JSC-IT)[MEI]
>         Sent: Sunday, October 28, 2007 8:33 AM
>         To: rt-users at lists.bestpractical.com
>         Subject: [rt-users] Problem accessing RT located behind an 
> apache proxy
>        
>        
>
>
>         Hey Guys,
>        
>         I am having issues accessing parts of my RT installation while 
> it is located behind an apache proxy.
>        
>         My configuration is:
>           RT is installed on a server on a private network.
>           Apache is installed on a server on the public network that 
> will proxy with mod_rewrite access to the RT server.
>        
>         This configuration works great for most parts of the RT 
> system. Tickets can be looked at. Users can be added.
>         The problem occurs when a ticket or user is updated.
>        
>         When a ticket is updated, Update.html is called, the ticket is 
> update and the browser is redirected to Display.html.
>        
>         The redirect is what is causing my problems. The application 
> is tries to send the browser to the private IP address to load 
> Display.html.
>        
>         Here is my configuration:
>         Front end apache server:
>         Centos 4.5
>         httpd 2.0.52
>        
>         Here are the rewrite rules:
>         <VirtualHost *:80>
>            RewriteEngine on
>            RewriteLog /var/log/httpd/rewrite.log
>            RewriteLogLevel 2
>            RewriteRule ^/$ http://10.0.0.1/rt [P,L]
>            RewriteRule ^/(.*)$ http://10.0.0.1/$1 [P,L]
>            ProxyPass / http://rt.example.com/
>            ProxyPassReverse / http://rt.example.com/
>         </VirtualHost>
>        
>        
>         Backend server:
>         Debian etch
>         Aapche 2
>         RT 3.6
>        
>         My $WebBaseURL is http://rt.example.com
>        
>         Any suggestions on what may be causing the rewrite to not work 
> correctly?
>        
>         Thanks for any help,
>        
>         Keith
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 emerritt at bbinslv.com  Tue Oct 30 08:19:40 2007
From: emerritt at bbinslv.com (Evan M.)
Date: Tue, 30 Oct 2007 05:19:40 -0700 (PDT)
Subject: [rt-users] RT not sending email
Message-ID: <13470901.post@talk.nabble.com>


RT is not sending email at all, not to the admins and not to the users.  It
was working fine 2 weeks ago, then it stopped sending mail.  All the scrips
are fine, to the best of my knowledge.  I am not the person who set up RT so
I'm a little in the dark here.  The root mail log is receiving the mail but
that's where the trail ends.  I'll post the log shortly.  We are running RT
v3.6.3 and Fedora 6.  I've tried just about everything I could find online
and in this forum but none have helped so far.  Any help would be greatly
appreciated.  Thanks in advance.

::Edit::
Here is the mail log:
   ----- The following addresses had permanent fatal errors -----
<admin_b at email.com>
<admin at email.com>
<admin_a at email.com>

   ----- Transcript of session follows -----
550 5.1.2 <admin_a at email.com>,<admin at email.com>,<admin_b at email.com>... Host
unknown (Name server: bbinslv.com: host not found)

--l9TFsESo012110.1193673254/bblvlinux.com
Content-Type: message/delivery-status

Reporting-MTA: dns; **linux.com
Received-From-MTA: DNS; **linux.com
Arrival-Date: Mon, 29 Oct 2007 11:54:14 -0400

Final-Recipient: RFC822; admin_b at email.com
Action: failed
Status: 5.1.2
Remote-MTA: DNS; email.com
Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400

Final-Recipient: RFC822; admin at email.com
Action: failed
Status: 5.1.2
Remote-MTA: DNS; email.com
Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400

Final-Recipient: RFC822; admin_a at email.com
Action: failed
Status: 5.1.2
Remote-MTA: DNS; email.com
Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400
-- 
View this message in context: http://www.nabble.com/RT-not-sending-email-tf4712732.html#a13470901
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From jmoseley at corp.xanadoo.com  Tue Oct 30 08:54:09 2007
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Tue, 30 Oct 2007 07:54:09 -0500
Subject: [rt-users] RT not sending email
In-Reply-To: <13470901.post@talk.nabble.com>
Message-ID: <OFB433021A.FE34F7E2-ON86257384.00465E63-86257384.0046B29A@pgtv.com>

>From what you've written, this isn't an RT problem.  RT *is* sending
emails, but the mail server appears to be having problems forwarding them
on due to DNS issues.

The interesting thing is: (Name server: bbinslv.com: host not found)

What are the contents of the /etc/resolv.conf file on the mail server?


James Moseley




                                                                           
             "Evan M."                                                     
             <emerritt at bbinslv                                             
             .com>                                                      To 
             Sent by:                  rt-users at lists.bestpractical.com    
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       [rt-users] RT not sending email     
                                                                           
             10/30/2007 07:19                                              
             AM                                                            
                                                                           
                                                                           
                                                                           





RT is not sending email at all, not to the admins and not to the users.  It
was working fine 2 weeks ago, then it stopped sending mail.  All the scrips
are fine, to the best of my knowledge.  I am not the person who set up RT
so
I'm a little in the dark here.  The root mail log is receiving the mail but
that's where the trail ends.  I'll post the log shortly.  We are running RT
v3.6.3 and Fedora 6.  I've tried just about everything I could find online
and in this forum but none have helped so far.  Any help would be greatly
appreciated.  Thanks in advance.

::Edit::
Here is the mail log:
   ----- The following addresses had permanent fatal errors -----
<admin_b at email.com>
<admin at email.com>
<admin_a at email.com>

   ----- Transcript of session follows -----
550 5.1.2 <admin_a at email.com>,<admin at email.com>,<admin_b at email.com>... Host
unknown (Name server: bbinslv.com: host not found)

--l9TFsESo012110.1193673254/bblvlinux.com
Content-Type: message/delivery-status

Reporting-MTA: dns; **linux.com
Received-From-MTA: DNS; **linux.com
Arrival-Date: Mon, 29 Oct 2007 11:54:14 -0400

Final-Recipient: RFC822; admin_b at email.com
Action: failed
Status: 5.1.2
Remote-MTA: DNS; email.com
Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400

Final-Recipient: RFC822; admin at email.com
Action: failed
Status: 5.1.2
Remote-MTA: DNS; email.com
Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400

Final-Recipient: RFC822; admin_a at email.com
Action: failed
Status: 5.1.2
Remote-MTA: DNS; email.com
Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400
--
View this message in context:
http://www.nabble.com/RT-not-sending-email-tf4712732.html#a13470901
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_______________________________________________
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If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in touch
today.
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Buy a copy at http://rtbook.bestpractical.com




From barnesaw at ucrwcu.rwc.uc.edu  Tue Oct 30 08:54:20 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 30 Oct 2007 08:54:20 -0400
Subject: [rt-users] RT not sending email
In-Reply-To: <13470901.post@talk.nabble.com>
References: <13470901.post@talk.nabble.com>
Message-ID: <4727297C.10702@ucrwcu.rwc.uc.edu>

   ----- The following addresses had permanent fatal errors -----
<admin_b at email.com>
<admin at email.com>
<admin_a at email.com>
   ----- Transcript of session follows -----
550 5.1.2 <admin_a at email.com>,<admin at email.com>,<admin_b at email.com>... Host
unknown (Name server: bbinslv.com: host not found)


That's your problem.  There's a lot of reasons why this could be
happening, none related directly to RT.


Evan M. wrote:
> RT is not sending email at all, not to the admins and not to the users.  It
> was working fine 2 weeks ago, then it stopped sending mail.  All the scrips
> are fine, to the best of my knowledge.  I am not the person who set up RT so
> I'm a little in the dark here.  The root mail log is receiving the mail but
> that's where the trail ends.  I'll post the log shortly.  We are running RT
> v3.6.3 and Fedora 6.  I've tried just about everything I could find online
> and in this forum but none have helped so far.  Any help would be greatly
> appreciated.  Thanks in advance.
>
> ::Edit::
> Here is the mail log:
>    ----- The following addresses had permanent fatal errors -----
> <admin_b at email.com>
> <admin at email.com>
> <admin_a at email.com>
>
>    ----- Transcript of session follows -----
> 550 5.1.2 <admin_a at email.com>,<admin at email.com>,<admin_b at email.com>... Host
> unknown (Name server: bbinslv.com: host not found)
>
> --l9TFsESo012110.1193673254/bblvlinux.com
> Content-Type: message/delivery-status
>
> Reporting-MTA: dns; **linux.com
> Received-From-MTA: DNS; **linux.com
> Arrival-Date: Mon, 29 Oct 2007 11:54:14 -0400
>
> Final-Recipient: RFC822; admin_b at email.com
> Action: failed
> Status: 5.1.2
> Remote-MTA: DNS; email.com
> Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400
>
> Final-Recipient: RFC822; admin at email.com
> Action: failed
> Status: 5.1.2
> Remote-MTA: DNS; email.com
> Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400
>
> Final-Recipient: RFC822; admin_a at email.com
> Action: failed
> Status: 5.1.2
> Remote-MTA: DNS; email.com
> Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400
>   


From emerritt at bbinslv.com  Tue Oct 30 09:06:20 2007
From: emerritt at bbinslv.com (Evan M.)
Date: Tue, 30 Oct 2007 06:06:20 -0700 (PDT)
Subject: [rt-users] RT not sending email
In-Reply-To: <OFB433021A.FE34F7E2-ON86257384.00465E63-86257384.0046B29A@pgtv.com>
References: <13470901.post@talk.nabble.com>
	<OFB433021A.FE34F7E2-ON86257384.00465E63-86257384.0046B29A@pgtv.com>
Message-ID: <13488217.post@talk.nabble.com>


The /etc/resolv.conf reads as follows:

; generated by /sbin/dhclient-script
search leXX#.com
nameserver XXX.XXX.25.99
nameserver XXX.XXX.25.14


The .99 ip is our RT server and the .14 is our file server.
-- 
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From jmoseley at corp.xanadoo.com  Tue Oct 30 09:22:34 2007
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Tue, 30 Oct 2007 08:22:34 -0500
Subject: [rt-users] RT not sending email
In-Reply-To: <13488217.post@talk.nabble.com>
Message-ID: <OF0A64B043.3B92E5FD-ON86257384.00490FE1-86257384.00494CDB@pgtv.com>

That looks fine, but this is still a DNS/mail issue - not RT.  Are the
addresses you are trying to send to really 'email.com' addresses?

Additionally, have you tried to look up the MX records of the domains of
the email addresses via the two name servers listed in the /etc/resolv.conf
file?

Lastly, what do your email server logs state?  You posted not the logs, but
what appears to be a copy of a bounced message.


James Moseley




                                                                           
             "Evan M."                                                     
             <emerritt at bbinslv                                             
             .com>                                                      To 
             Sent by:                  rt-users at lists.bestpractical.com    
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       Re: [rt-users] RT not sending email 
                                                                           
             10/30/2007 08:06                                              
             AM                                                            
                                                                           
                                                                           
                                                                           





The /etc/resolv.conf reads as follows:

; generated by /sbin/dhclient-script
search leXX#.com
nameserver XXX.XXX.25.99
nameserver XXX.XXX.25.14


The .99 ip is our RT server and the .14 is our file server.
--
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http://www.nabble.com/RT-not-sending-email-tf4712732.html#a13488217
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_______________________________________________
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From emerritt at bbinslv.com  Tue Oct 30 10:15:40 2007
From: emerritt at bbinslv.com (Evan M.)
Date: Tue, 30 Oct 2007 07:15:40 -0700 (PDT)
Subject: [rt-users] RT not sending email
In-Reply-To: <OF0A64B043.3B92E5FD-ON86257384.00490FE1-86257384.00494CDB@pgtv.com>
References: <13470901.post@talk.nabble.com>
	<OFB433021A.FE34F7E2-ON86257384.00465E63-86257384.0046B29A@pgtv.com>
	<13488217.post@talk.nabble.com>
	<OF0A64B043.3B92E5FD-ON86257384.00490FE1-86257384.00494CDB@pgtv.com>
Message-ID: <13489507.post@talk.nabble.com>


No they aren't actually '@email.com'.  All of the email addresses are
correct.  I don't really know how to do what you asking with the MX records
in relation to the nameservers.  I get a SERVFAIL from nslookup on
XXX.XXX.XX.99.  Everything in the mail log looks ok except a reoccurance of
Host unknown (Name server: mailgate: host not found).

By the way, .99 is actually the mail server, RT is on a different server. 
I'm a little absent minded this morning, sorry.
-- 
View this message in context: http://www.nabble.com/RT-not-sending-email-tf4712732.html#a13489507
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From HelmuthRamirez at compupay.com  Tue Oct 30 10:28:58 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Tue, 30 Oct 2007 10:28:58 -0400
Subject: [rt-users] RT not sending email
In-Reply-To: <13489507.post@talk.nabble.com>
References: <13470901.post@talk.nabble.com><OFB433021A.FE34F7E2-ON86257384.00465E63-86257384.0046B29A@pgtv.com><13488217.post@talk.nabble.com><OF0A64B043.3B92E5FD-ON86257384.00490FE1-86257384.00494CDB@pgtv.com>
	<13489507.post@talk.nabble.com>
Message-ID: <7314881427FC8A4081673E8CEEA7924906275356@EXMIAMI01.compupay.com>

I think what everyone is trying to tell you is something is wrong with
your DNS lookups.  RT is doing its job by trying to send the message out
to your mail server, but your mail server can't "find" the recipient
domain.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Evan M.
Sent: Tuesday, October 30, 2007 10:16 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT not sending email


No they aren't actually '@email.com'.  All of the email addresses are
correct.  I don't really know how to do what you asking with the MX
records
in relation to the nameservers.  I get a SERVFAIL from nslookup on
XXX.XXX.XX.99.  Everything in the mail log looks ok except a reoccurance
of
Host unknown (Name server: mailgate: host not found).

By the way, .99 is actually the mail server, RT is on a different
server. 
I'm a little absent minded this morning, sorry.
-- 
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http://www.nabble.com/RT-not-sending-email-tf4712732.html#a13489507
Sent from the Request Tracker - User mailing list archive at Nabble.com.

_______________________________________________
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SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we'll
take
up to 20 percent off the price. This sale won't last long, so get in
touch today. 
    Email us at sales at bestpractical.com or call us at +1 617 812 0745.


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Commercial support: sales at bestpractical.com


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


From mgilstrap at rw3.com  Tue Oct 30 10:22:53 2007
From: mgilstrap at rw3.com (Matt Gilstrap)
Date: Tue, 30 Oct 2007 07:22:53 -0700
Subject: [rt-users] Asset Tracker for 3.6
Message-ID: <F2669D833151474382A815230162EF3501AC01D4@EXVBE014-13.exch014.msoutlookonline.net>

I was looking to test out Asset Tracker and downloaded the latest
version and to my surprise it looks as though it only works with RT 3.4.
Does anyone know if this is still an active project and if there is
anything in the works for integration with RT 3.6?

 

Thanks,

Matt

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From todd at chaka.net  Tue Oct 30 10:46:08 2007
From: todd at chaka.net (Todd Chapman)
Date: Tue, 30 Oct 2007 10:46:08 -0400
Subject: [rt-users] Asset Tracker for 3.6
In-Reply-To: <F2669D833151474382A815230162EF3501AC01D4@EXVBE014-13.exch014.msoutlookonline.net>
References: <F2669D833151474382A815230162EF3501AC01D4@EXVBE014-13.exch014.msoutlookonline.net>
Message-ID: <519782dc0710300746p2fce287jbe177aa9b52842f4@mail.gmail.com>

Matt,

AT works with RT 3.6 just fine. I am the author of AT.

As far as AT's development, I haven't worked on it in some time, but
I'll help fix any problems or apply patches for needed functionality
if it makes sense. Lots of people find it useful despite the lack of
active development.

-Todd

On 10/30/07, Matt Gilstrap <mgilstrap at rw3.com> wrote:
>
>
>
>
> I was looking to test out Asset Tracker and downloaded the latest version
> and to my surprise it looks as though it only works with RT 3.4.  Does
> anyone know if this is still an active project and if there is anything in
> the works for integration with RT 3.6?
>
>
>
> Thanks,
>
> Matt
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch
> today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From crpatter at ci.grand-rapids.mi.us  Tue Oct 30 10:46:45 2007
From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig)
Date: Tue, 30 Oct 2007 10:46:45 -0400
Subject: [rt-users] Asset Tracker for 3.6
In-Reply-To: <F2669D833151474382A815230162EF3501AC01D4@EXVBE014-13.exch014.msoutlookonline.net>
References: <F2669D833151474382A815230162EF3501AC01D4@EXVBE014-13.exch014.msoutlookonline.net>
Message-ID: <B91A344EF1E1C645B0319809F04BD71601A0E9DA@C201MSGC0206.grand-rapids.mi.us>

Matt,

 

We are running 3.6.4 with AT 1.2.3 without issue.

 

Craig

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt
Gilstrap
Sent: Tuesday, October 30, 2007 10:23 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Asset Tracker for 3.6

 

I was looking to test out Asset Tracker and downloaded the latest
version and to my surprise it looks as though it only works with RT 3.4.
Does anyone know if this is still an active project and if there is
anything in the works for integration with RT 3.6?

 

Thanks,

Matt

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From kevin at smtl.co.uk  Tue Oct 30 10:54:36 2007
From: kevin at smtl.co.uk (Kevin Gordon)
Date: Tue, 30 Oct 2007 14:54:36 +0000
Subject: [rt-users] Finding users with no accociated tickets.
Message-ID: <1193756076.4978.41.camel@seska.smtl.co.uk>

Hi List,

I'm cleaning out RT with rtx-shredder and have vast amounts of old spam
to remove.  

I'm looking for a solution/query to list all users with no tickets this
I believe will considerably cut down the huge list of spam emails to
remove.

I have tried the no_tickets Boolean option in rtx-shredder but returns
no results, I'm not sure what arguments the Boolean accepts, tried true?
 
I'm wondering if this could be done from the rt command line or with an
SQL query, just looking for a point in the right direction.

Also any comment on cleaning out RT greatly accepted.

I'm using the latest version of RT with Pg backend.

Thanks,

Kevin



From willir70 at gmail.com  Tue Oct 30 11:51:34 2007
From: willir70 at gmail.com (Todd Williams)
Date: Tue, 30 Oct 2007 11:51:34 -0400
Subject: [rt-users] Special Custom Field Display/Edit - Suggestions?
Message-ID: <ad29e9850710300851q2004435brd55a7b2e58248a41@mail.gmail.com>

Hello RT world,

Running RT 3.6.4 currently on Suse 9.3 x86 with MySQL 4.1.x and/or Oracle 9i
available.  My apologies if you see this twice, as I posted this in both
Users and Devel groups, but I thought both applied in this case.

We would like to use a SINGLE Custom Field in a somewhat unusual manner, if
possible.  We would like to modify the "ShowCustomFields" and
"EditCustomFieldText" html Elements to allow both editing and display of a
very special custom field.  For this custom field, we would like to present
a specifically formatted repeatable text entry form (including drop down
selections, text entry, etc.) along with incorporating some JavaScript field
validation all as a part of the single custom field.  We have some
JavaScript code already that will allow us to add and remove the repeatable
form elements.

The question at hand is, are we able to somehow include a custom
JavaScript+HTML form as a single custom field?  My thought is, we could
store the individual field values as comma or pipe delimited text within the
custom field and write the display routines around parsing that
information.  How do we put together the changes to the EditCustomFieldText
Elements such that it will take input from either a pop-up form or from an
embedded HTML form displayed in the place of the single custom field?
Perhaps I'm over thinking this, but there almost has to be a way to do this.

Pseudo-code as follows:

% if ( $CustomField->Name eq 'Special_Field' ) {
%     ### Display special repeatable HTML form with JavaScript validation
here
% } else {
%     ### Original textarea input field here
% }

In short, this all needs to be incorporated into ONE CustomField if at all
possible, as there may be 99 some entries in this section (CustomField), as
a result we would not want to create 99 x10 fields - as individual custom
fields to accomplish this.

Has anyone done anything similar to this?  Can anybody offer some pointers,
ideas, or thoughts?  Any suggestions would be greatly appreciated.

Thanks!

Todd
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From KFCrocker at lbl.gov  Tue Oct 30 15:09:43 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 30 Oct 2007 12:09:43 -0700
Subject: [rt-users] What is searchbuilder
In-Reply-To: <004501c81a46$24580400$640fa8c0@voyager>
References: <009401c816b4$3b55c420$62c09242@voyager>
	<47260518.5040506@pipex.net>
	<004501c81a46$24580400$640fa8c0@voyager>
Message-ID: <47278177.1010302@lbl.gov>

Micah,


	Actually, there are several ways to speed up searches without trying to 
fool around with searchbuilder. It works fine for us. If we have a 
search/query that takes too long, we look at any of the following:

      1) Does the SQL create any inefficient joins or links?
      2) How is the DB set up? Are there ways to speed up the DB access 
using different pathways, etc.
      3) Does the query look for data in a list/sequential fashion or 
does it use existing keys/indexes?
      4) Does the DB table need additional indexes?

	Also, depending on the search, if you have too many privileges that are 
global in nature, that could also increase search time. You just have to 
evaluate the way you write queries with an experienced eye. Hope this helps.


Kenn
LBNL

On 10/29/2007 9:09 AM, Micah Gersten wrote:
> I think it's a built in component, but I would like to know if there is a
> way to tweak it to make searches faster.
> 
> Thank you,
> Micah Gersten
> onShore Networks
> http://www.onshore.com
>  
> 
> -----Original Message-----
> From: Roy El-Hames [mailto:rfh at pipex.net] 
> Sent: Monday, October 29, 2007 11:07 AM
> To: Micah Gersten
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] What is searchbuilder
> 
> Can you use RT without it ???
> 
> Roy
> 
> Micah Gersten wrote:
>> My company is running an RT installation v. 3.6.0.
>>
>>  
>>
>> What is searchbuilder?  Can we use it to speed up RT searches?
>>
>>  
>>
>> Thank you,
>>
>> Micah Gersten
>>
>> onShore Networks
>>
>>
>>   
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>
>> If you sign up for a new RT support contract before December 31, we'll
> take
>> up to 20 percent off the price. This sale won't last long, so get in touch
> today. 
>>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>>
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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
> 
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
> 
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
> 
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From micah at onshore.com  Tue Oct 30 15:12:02 2007
From: micah at onshore.com (Micah Gersten)
Date: Tue, 30 Oct 2007 14:12:02 -0500
Subject: [rt-users] What is searchbuilder
In-Reply-To: <47278177.1010302@lbl.gov>
References: <009401c816b4$3b55c420$62c09242@voyager>
	<47260518.5040506@pipex.net>
	<004501c81a46$24580400$640fa8c0@voyager> <47278177.1010302@lbl.gov>
Message-ID: <00e501c81b28$c0d893c0$51c09242@voyager>

The main problem is searching through the RT interface is slow.  The DB
lookups seem to be fine.

Thank you,
Micah Gersten
onShore Networks
http://www.onshore.com
 

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Tuesday, October 30, 2007 2:10 PM
To: Micah Gersten
Cc: 'Roy El-Hames'; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] What is searchbuilder

Micah,


	Actually, there are several ways to speed up searches without trying
to 
fool around with searchbuilder. It works fine for us. If we have a 
search/query that takes too long, we look at any of the following:

      1) Does the SQL create any inefficient joins or links?
      2) How is the DB set up? Are there ways to speed up the DB access 
using different pathways, etc.
      3) Does the query look for data in a list/sequential fashion or 
does it use existing keys/indexes?
      4) Does the DB table need additional indexes?

	Also, depending on the search, if you have too many privileges that
are 
global in nature, that could also increase search time. You just have to 
evaluate the way you write queries with an experienced eye. Hope this helps.


Kenn
LBNL

On 10/29/2007 9:09 AM, Micah Gersten wrote:
> I think it's a built in component, but I would like to know if there is a
> way to tweak it to make searches faster.
> 
> Thank you,
> Micah Gersten
> onShore Networks
> http://www.onshore.com
>  
> 
> -----Original Message-----
> From: Roy El-Hames [mailto:rfh at pipex.net] 
> Sent: Monday, October 29, 2007 11:07 AM
> To: Micah Gersten
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] What is searchbuilder
> 
> Can you use RT without it ???
> 
> Roy
> 
> Micah Gersten wrote:
>> My company is running an RT installation v. 3.6.0.
>>
>>  
>>
>> What is searchbuilder?  Can we use it to speed up RT searches?
>>
>>  
>>
>> Thank you,
>>
>> Micah Gersten
>>
>> onShore Networks
>>
>>
>>   
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>
>> If you sign up for a new RT support contract before December 31, we'll
> take
>> up to 20 percent off the price. This sale won't last long, so get in
touch
> today. 
>>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>>
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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
> 
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
> 
> If you sign up for a new RT support contract before December 31, we'll
take
> up to 20 percent off the price. This sale won't last long, so get in touch
today. 
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
> 
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From sunlist at yahoo.com  Tue Oct 30 15:16:23 2007
From: sunlist at yahoo.com (mailing list)
Date: Tue, 30 Oct 2007 12:16:23 -0700 (PDT)
Subject: [rt-users] Modifying Owner/Last Updated field
Message-ID: <87544.91386.qm@web63801.mail.re1.yahoo.com>

Currently, everytime a user open/modify a ticket, the display username is the
LDAP login (ie. x123z456) but I prefer it to be real name ie.  "Joe Bob"
instead of the login/LDAP name.  How do I modify this within RT or is it
possible?

I found this post: http://marc.info/?l=rt-users&m=111924118723817&w=2 but I'm
not
certain if this applies?  I'm running RT 3.6.4, thank you.

Regards,


Mike


__________________________________________________
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Tired of spam?  Yahoo! Mail has the best spam protection around 
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From o.nash at cs.ucc.ie  Tue Oct 30 17:39:10 2007
From: o.nash at cs.ucc.ie (o.nash at cs.ucc.ie)
Date: Tue, 30 Oct 2007 21:39:10 +0000 (GMT)
Subject: R: R: [rt-users] RT 3.6.3 Reverse History Order patch
In-Reply-To: <589c94400710291535r6ebb85cbmc7a8c3c4675df66e@mail.gmail.com>
References: <A6EA8BA3E2776540BBC22A6C4D259D7301C47159@MAILSERVER.pevianimail.local>
	<Pine.LNX.4.64.0710292208080.29011@redwood>
	<589c94400710291535r6ebb85cbmc7a8c3c4675df66e@mail.gmail.com>
Message-ID: <Pine.LNX.4.64.0710302137230.5612@redwood>

Ruslan
Thankyou very much
that worked !
I must confess my ignorance of Perl and also RT,
how about an explanation of what that 1; did ?

thanks again.
Olly

On Tue, 30 Oct 2007, Ruslan Zakirov wrote:

> add "1;" as the bottom most line in the config.

On 10/30/07, o.nash at cs.ucc.ie <o.nash at cs.ucc.ie> wrote:
> Thanks,Gianluca and others,
> I decided to retry one more time
> After I edit RT_SiteConfig with:-
> Set($OldestTransactionsFirst, '0');
>
> When I restart apache it fails with this error in error_log:
>
> [Mon Oct 29 20:32:51 2007] [error] Couldn't load RT config file
> /opt/rt3/etc/RT_SiteConfig.pm as user root / group root.\nThe file is
> owned by user root and group rt.\nThis usually means that the user/group
> your webserver is running as cannot read the file.\nBe careful not to make
> the permissions on this file too liberal, because it contains
> database\npasswords.  You may need to put the webserver user in the
> appropriate group (rt) or change\npermissions be able to run
> succesfully\n/opt/rt3/etc/RT_SiteConfig.pm did not return a true value at
> /opt/rt3/lib/RT.pm line 141.\nBEGIN failed--compilation aborted at
> /opt/rt3/bin/webmux.pl line 76.\nCompilation failed in require at (eval 2)
> line 1.\n
> [Mon Oct 29 20:32:51 2007] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server cshelp.ucc.ie:80, exiting...
>
> With
> Set($OldestTransactionsFirst, '1');
> It starts without ant error:
>
> Mon Oct 29 20:34:46 2007] [notice] Apache/2.0.59 (Unix) mod_perl/2.0.3
> Perl/v5.8.8 configured -- resuming normal operations
>
> Thats the problem.
> thanks
> Olly
>
>   On Mon, 29
> Oct 2007, Gianluca Cecchi wrote:
>
> >
> > Set($OldestTransactionsFirst, '0');
> > is working fine for me too in 3.6.5... without modifing /opt/rt3/local/html/Ticket/Elements/ShowHistory
> > I didn't know at all about this option for transaction history screen rendering ...
> >
> >
> >> -----Messaggio originale-----
> >> Da: Roy El-Hames [mailto:rfh at pipex.net]
> >> Inviato: luned? 29 ottobre 2007 17.04
> >> A: o.nash at cs.ucc.ie
> >> Cc: Gianluca Cecchi; rt-users at lists.bestpractical.com
> >> Oggetto: Re: R: [rt-users] RT 3.6.3 Reverse History Order patch
> >>
> >> Olly;
> >> I am running 3.6.3 and newest transactions at the top, I have
> >> Set($OldestTransactionsFirst, '0'); working fine for me ...
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
> >
> > If you sign up for a new RT support contract before December 31, we'll take
> > up to 20 percent off the price. This sale won't last long, so get in touch today.
> >    Email us at sales at bestpractical.com or call us at +1 617 812 0745.
> >
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
> --
> Oliver Nash
> Computer Systems Support Group
> Department of Computer Science
> University College Cork
> Ireland
> EMAIL:o.nash at cs.ucc.ie
> PHONE:+35321 4902972
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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.

--
Oliver Nash
Computer Systems Support Group
Department of Computer Science
University College Cork
Ireland
EMAIL:o.nash at cs.ucc.ie
PHONE:+35321 4902972

From krishna.prasad at spartanlabs.com  Wed Oct 31 05:31:05 2007
From: krishna.prasad at spartanlabs.com (Krishna Prasad)
Date: Wed, 31 Oct 2007 15:01:05 +0530
Subject: [rt-users] Is it possible to change queue name in place of rtname?
Message-ID: <20071031093228.248D04D80A3@diesel.bestpractical.com>

I'd like to add queue name to the subject line in RT tickets.

Is it possible to change the queue name in place of rtname in subject line?
Can any one send me the solution for this issue?

 

With Regards, 

Krishna Prasad 

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From dmh at ngat.com  Wed Oct 31 07:11:47 2007
From: dmh at ngat.com (Dorothea Muecke-Herzberg)
Date: Wed, 31 Oct 2007 11:11:47 +0000
Subject: [rt-users] Possible to strip rtname from subject in specific cases?
Message-ID: <b734b0b0710310411l6a9c2151ya6a42d1f85d18743@mail.gmail.com>

Previous email to the list brought back to my mind an issue we have. We need
to send emails to
another tool from RT and this tool scans the start of the subject line, so
we need to
strip rtname from the subject line somehow (or at least move it to the end).
Is there a way to do this?

Doro
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From graynw at jmu.edu  Wed Oct 31 07:09:45 2007
From: graynw at jmu.edu (Nathan Gray)
Date: Wed, 31 Oct 2007 07:09:45 -0400
Subject: [rt-users] Hello from an RT newbie
Message-ID: <A224D283-73FB-4F31-9252-1C29ED52FC65@jmu.edu>

Good morning everyone
	I just installed RT yesterday on Win2K server. It's the free  
netvigilance version. I want to monitor the server's status using  
webmin but I don't think this version uses a standard Apache config.  
Has anyone compiled from source for a windows install? Any cheat  
sheets or hints would be great. I really  love webmin for it's  
mornitoring but if I can't monitor this version of RT, I'll need to do  
it the hard way.

Thanks

Nathan W. Gray
Systems Administrator
James Madison University
Campus Card Services
540-568-2879
graynw at jmu.edu



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From jose.canton at atosorigin.com  Wed Oct 31 10:04:12 2007
From: jose.canton at atosorigin.com (Jose Antonio Canton Olid)
Date: Wed, 31 Oct 2007 15:04:12 +0100
Subject: [rt-users] Hello from an RT newbie
Message-ID: <5584767C35D48D4E885646642939DFE101F127B7@INTMAIL01.es.int.atosorigin.com>

Hello

For me it is nice to have this information too. We want to use RT on a Windows platform by project requirements.

Thanks
Josep

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan Gray
Sent: mi?rcoles, 31 de octubre de 2007 12:10
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Hello from an RT newbie

Good morning everyone
	I just installed RT yesterday on Win2K server. It's the free  
netvigilance version. I want to monitor the server's status using  
webmin but I don't think this version uses a standard Apache config.  
Has anyone compiled from source for a windows install? Any cheat  
sheets or hints would be great. I really  love webmin for it's  
mornitoring but if I can't monitor this version of RT, I'll need to do  
it the hard way.

Thanks

Nathan W. Gray
Systems Administrator
James Madison University
Campus Card Services
540-568-2879
graynw at jmu.edu




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From kbensch at fullnet.co.uk  Wed Oct 31 10:39:59 2007
From: kbensch at fullnet.co.uk (Kobus Bensch NF)
Date: Wed, 31 Oct 2007 14:39:59 +0000
Subject: [rt-users] Queues and scrips
Message-ID: <472893BF.7040206@fullnet.co.uk>

Hi

Please help

How do I disable a scrip for a queue?

I dont want the on create scrip to run for a certain queue, but for the 
life of me cant figure out how.

Thanks in advance


Kobus



From edward.kovarski at groupkae.com  Wed Oct 31 10:52:35 2007
From: edward.kovarski at groupkae.com (Edward Kovarski)
Date: Wed, 31 Oct 2007 10:52:35 -0400
Subject: [rt-users] Possible to strip rtname from subject in specific
	cases?
In-Reply-To: <b734b0b0710310411l6a9c2151ya6a42d1f85d18743@mail.gmail.com>
References: <b734b0b0710310411l6a9c2151ya6a42d1f85d18743@mail.gmail.com>
Message-ID: <E4A8C6D4-446C-4F5A-B97C-C336E210E50F@groupkae.com>


Doro,

Take a look at the following wiki entry to move $rtname to the end of  
the subject,

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

You can also arbitrarily customize the subject line with  
$EmailSubjectTagRegex.

Ed

On 31-Oct-07, at 7:11 AM, Dorothea Muecke-Herzberg wrote:

> Previous email to the list brought back to my mind an issue we  
> have. We need to send emails to
> another tool from RT and this tool scans the start of the subject  
> line, so we need to
> strip rtname from the subject line somehow (or at least move it to  
> the end).
> Is there a way to do this?
>
> Doro
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31,  
> we'll take
> up to 20 percent off the price. This sale won't last long, so get  
> in touch today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From todd at chaka.net  Wed Oct 31 11:37:38 2007
From: todd at chaka.net (Todd Chapman)
Date: Wed, 31 Oct 2007 11:37:38 -0400
Subject: [rt-users] Is it possible to change queue name in place of rtname?
In-Reply-To: <20071031093228.248D04D80A3@diesel.bestpractical.com>
References: <20071031093228.248D04D80A3@diesel.bestpractical.com>
Message-ID: <519782dc0710310837ldd6a87bgd04dc6edf2bea564@mail.gmail.com>

You want this: http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-BrandedQueues/

On 10/31/07, Krishna Prasad <krishna.prasad at spartanlabs.com> wrote:
>
>
>
>
> I'd like to add queue name to the subject line in RT tickets.
>
> Is it possible to change the queue name in place of rtname in subject line?
> Can any one send me the solution for this issue?
>
>
>
> With Regards,
>
> Krishna Prasad
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch
> today.
>     Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From sunlist at yahoo.com  Wed Oct 31 12:21:18 2007
From: sunlist at yahoo.com (mailing list)
Date: Wed, 31 Oct 2007 09:21:18 -0700 (PDT)
Subject: [rt-users] ShowUserEntry file
Message-ID: <305331.73999.qm@web63802.mail.re1.yahoo.com>

I found th link below regarding changing displaying UID to RealName.
However, my ShowUserEntry file already contains <%$User->RealName%>
and creating/modifying ticket does not displays the RealName.  The
parameter in the post below indicates <%($User->RealName)> is there a
% missing or is my parameter incorrect?

     http://marc.info/?l=rt-users&m=118944517115245&w=2

Additionally, do I need to stop/restart RT (v3.6.4) to take affect?

Thank you.


Mike


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


From gleduc at mail.sdsu.edu  Wed Oct 31 12:31:49 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 31 Oct 2007 09:31:49 -0700
Subject: [rt-users] Possible to strip rtname from subject in
	specific cases?
In-Reply-To: <b734b0b0710310411l6a9c2151ya6a42d1f85d18743@mail.gmail.com
 >
References: <b734b0b0710310411l6a9c2151ya6a42d1f85d18743@mail.gmail.com>
Message-ID: <6.2.1.2.2.20071031090715.0265c5d0@mail.sdsu.edu>

Hi Doro,

I needed a way to strip the ticket info from the subject line also, but 
couldn't find anything within RT that would let me do this.  I ended up 
modifying the SetSubjectToken method of Sendmail.pm so that I could 
selectively turn off the feature that adds the [myrt #1234] token to the 
beginning of the subject.

To disable the "add ticket info" feature, you add a "secret code" to the 
beginning of the subject line in your template.  If the code is there, my 
mod strips it and then sends the e-mail with the original subject line 
unchanged.  If the code isn't there, the subject line gets modified as 
usual.  You set a variable ($DisableSubjectToken) in RT_SiteConfig.pm to 
some random sequence of characters that are not likely to ever show up at 
the beginning of one of your ticket subjects and prepend that variable to 
your subject line in your template when you want to turn off ticket stamping.

It may be overkill, but it works great for us and stays out of the way 
unless I need it.  Here's where you can find it:

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

The documentation might be a little muddy, so feel free to ask if you can't 
figure it out.

Regards,
Gene

At 04:11 AM 10/31/2007, Dorothea Muecke-Herzberg wrote:
>Previous email to the list brought back to my mind an issue we have. We 
>need to send emails to
>another tool from RT and this tool scans the start of the subject line, so 
>we need to
>strip rtname from the subject line somehow (or at least move it to the end).
>Is there a way to do this?
>
>Doro


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From mcmorran at mdibl.org  Wed Oct 31 17:12:02 2007
From: mcmorran at mdibl.org (Roy McMorran)
Date: Wed, 31 Oct 2007 17:12:02 -0400
Subject: [rt-users] RTFM 2.2.1 upgrade issue
Message-ID: <4728EFA2.4090201@mdibl.org>

Hello all,
I'm attempting an upgrade of RT & RTFM on my test server.  The RT 
upgrade (from 3.4.4 to 3.6.5) went fine.  The upgrade of RTFM, not so 
good. 

I'm going from 2.0.4 to 2.2.1.  I've followed the instructions in the 
README, and all the upgrade scripts ran without any errors or warnings.  
However, after the upgrade process (& clearing Mason dirs & restarting 
httpd of course) I can't see the articles contents any more.  They are 
still there on the Overview page, just empty of content on the Article page.

No errors in the Apache logs. 
In rt.log only:
[Wed Oct 31 20:54:37 2007] [debug]: RT::FM::ArticleCollection Limit 
called :QUOTEVALUE 0 VALUE LastUpdated FIELD Created OPERATOR != 
(/usr/local/rt3/lib/RT/FM/ArticleCollection_Overlay.pm:78)
not sure if it's relevant?

I'm still troubleshooting, but I wonder if anyone else might know where 
I went wrong?

Thanks,
Roy

PS: Solaris 10, Perl 5.8.8, Apache 2.2.6, mod_perl 2.0.3, MySQL 5.0.45
-- 

Roy McMorran
Systems Administrator
MDI Biological Laboratory
mcmorran at mdibl.org



From sunlist at yahoo.com  Wed Oct 31 17:55:24 2007
From: sunlist at yahoo.com (mailing list)
Date: Wed, 31 Oct 2007 14:55:24 -0700 (PDT)
Subject: [rt-users] ShowUserEntry file (solved)
In-Reply-To: <305331.73999.qm@web63802.mail.re1.yahoo.com>
Message-ID: <501758.61469.qm@web63811.mail.re1.yahoo.com>


--- mailing list <sunlist at yahoo.com> wrote:

> I found th link below regarding changing displaying UID to RealName.
> However, my ShowUserEntry file already contains <%$User->RealName%>
> and creating/modifying ticket does not displays the RealName.  The
> parameter in the post below indicates <%($User->RealName)> is there a
> % missing or is my parameter incorrect?
> 
>      http://marc.info/?l=rt-users&m=118944517115245&w=2

One of the guy at work solved the issue by editing the file ColumnMap located
in
/opt/rt3/local/html/Elements/RT__Ticket/ and modified the OwnerName value to
RealName.



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


From mwestfall at factory7.com  Wed Oct 31 19:19:26 2007
From: mwestfall at factory7.com (Matt Westfall)
Date: Wed, 31 Oct 2007 19:19:26 -0400
Subject: [rt-users] Create Ticket but only if Custom Field is...
Message-ID: <47290D7E.1080009@factory7.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I'm having the hardest time figuring out how to create a ticket based on
the status of a Custom Field.

I have two Custom Fields

1: Billable
It's a select one field with values of:
   Yes
   No
   Covered
   Gratis

2: Followup
 It's a select one field with values of:
    Yes
    No

I have the two corresponding scrips written:

1: Invoice

Condition: User Defined
Action: Create Tickets
Template: Generate-Invoice

Custom Condition:
return 0 unless $trans->Type eq "Resolve";

return undef unless
($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~
/Yes/i);
return 1;
return undef unless
($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~
/Gratis/i);
return 1;

return undef unless
($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~
/Covered/i);
return 1;

2:

Condition: User Defined:
Action: Create Tickets:
Template: generate-followup

Custom Condition:

return 0 unless $trans->Type eq "Resolve";

return undef unless ($self->TicketObj->FirstCustomFieldValue('Followup')
=~ /Yes/i);
return 1;


I have two corresponding templates created:

1:
===Create-Ticket: generate-invoice
Queue:  Accounting
Subject: Invoice: { $Tickets{'TOP'} -> Subject() }
Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() }
RefersTo:  {$Tickets{'TOP'}->Id() }
Content: Please generate an invoice for this customer.
Billable was set to:
{$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')}

Billable hours was set to:
{$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')}
Please refer to previous ticket for more information.
ENDOFCONTENT

2:
===Create-Ticket: generate-followup
Queue:  Customer Service
Subject: Invoice: { $Tickets{'TOP'} -> Subject() }
Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() }
RefersTo:  {$Tickets{'TOP'}->Id() }
Content: A follow up was requested on this ticket.  Please refer to
previous ticket for more information.
ENDOFCONTENT


I then created a test ticket with Billable set to Yes and Followup to
Yes, and neither ticket spawned!!!

Help please!!!

Thanks in advance,
Matt Westfall
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From isd602 at co.santa-cruz.ca.us  Wed Oct 31 19:21:38 2007
From: isd602 at co.santa-cruz.ca.us (Roger Mastrude)
Date: Wed, 31 Oct 2007 16:21:38 -0700
Subject: [rt-users] Dropdown lists of queue names
Message-ID: <FDBAA6E961D4A64FBDB116511F4C1D69128F7AD7@sczex01.co.santa-cruz.ca.us>

I've added two queues to RT. They are shown as active. The problem is
that they don't appear in the dropdown lists of queue names for ticket
creation on the home page. They do appear in the dropdown list of queue
names shown in the ticket basic information panel; I can change a ticket
to these queues, but I can't create a ticket in them directly. 

 

I've cycled Apache and deleted everything in folder
(/opt/rt/)var/mason_data/obj/ to cause the mason cache to be rebuilt.
Can anyone tell me what's necessary to get these dropdown lists to be
recreated, or what could be wrong with the queues so that they don't
appear? (I'm not clear at what point MySQL queries are made, to create
these lists. It doesn't seem to be dynamically created when you drop
down the lists.)

 

This has happened before and I messed around with RT cycles until the
problem went away, but I don't know exactly which swift kick was the
effective one. 

 

I'm running RT 3.6.5 in Linux, Novel SLES 9.0 distribution, with Apache
1 and Perl 5.8.3. 

 

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From dmh at ngat.com  Wed Oct 31 20:28:09 2007
From: dmh at ngat.com (Dorothea Muecke-Herzberg)
Date: Thu, 1 Nov 2007 00:28:09 +0000
Subject: FW: [rt-users] Possible to strip rtname from subject in specific
	cases?
In-Reply-To: <32A4FB0AD7F6A942A33DCBC49D3AEF76057628@MAILSBA.LCO.GTN>
References: <32A4FB0AD7F6A942A33DCBC49D3AEF76057628@MAILSBA.LCO.GTN>
Message-ID: <b734b0b0710311728l57d501bbk539d9bb0fa29111@mail.gmail.com>

Thank you all very much for your pointers. I've decided to implement the
SendEmail overlay from Gene, because it seems to give me exactly what I
need.

Gene, I've got it almost working, my only problem is that the original
subject line gets stripped as well, only the prefix part of the subject from
my template gets through.


My template is:
{
  my $ToAddress = 'dtb at dummy.org';
  my $FromAddress = $Ticket->CreatorObj->EmailAddress;
  my $Subject = $RT::DisableSubjectToken;
  $Subject .= 'dummy' . $Ticket->Transactions->First->Subject;
  my $Content = $Ticket->Transactions->First->Content();
  $OUT = "From: $FromAddress\n";
  $OUT .= "To: $ToAddress\n";
  $OUT .= "Reply-To: $FromAddress\n";
  $OUT .= "Subject: $Subject\n\n";
  $OUT .= "$Content\n";
}

SendEmail_Local.pm looks like this:

use strict;
no warnings qw(redefine);

sub SetSubjectToken {
    my $self = shift;
    my $tag  = "[$RT::rtname #" . $self->TicketObj->id . "] ";
    my $sub  = $self->TemplateObj->MIMEObj->head->get('Subject');
    my $no_rt_flag = $RT::DisableSubjectToken if $RT::DisableSubjectToken;

    unless ( $sub =~ /\Q$tag\E/ ) {
        $sub =~ s/(\r\n|\n|\s)/ /gi;
        chomp $sub;

        if ( $no_rt_flag && $sub =~ /^\Q$no_rt_flag\E/ ) {
          $sub =~ s/(\Q$no_rt_flag\E)//;
          $tag = '';
        }
        $self->TemplateObj->MIMEObj->head->replace( 'Subject', $tag . $sub
);
    }
}

1;

And the email header is:

From: dmh at ngat.com
To: lco at kdna.com
Reply-To: dmh at ngat.com
Subject: dummy

Somewhere the original subject gets lost. Any ideas why?

(I am running RT 3.6.5)

Thanks,

Doro



On 01/11/2007, Gene LeDuc wrote:
>
>
> Hi Doro,
>
> I needed a way to strip the ticket info from the subject line also, but
> couldn't find anything within RT that would let me do this.  I ended up
> modifying the SetSubjectToken method of Sendmail.pm so that I could
> selectively turn off the feature that adds the [myrt #1234] token to the
> beginning of the subject.
>
> To disable the "add ticket info" feature, you add a "secret code" to the
> beginning of the subject line in your template.  If the code is there, my
> mod strips it and then sends the e-mail with the original subject line
> unchanged.  If the code isn't there, the subject line gets modified as
> usual.  You set a variable ($DisableSubjectToken) in RT_SiteConfig.pm to
> some random sequence of characters that are not likely to ever show up at
> the beginning of one of your ticket subjects and prepend that variable to
> your subject line in your template when you want to turn off ticket
> stamping.
>
> It may be overkill, but it works great for us and stays out of the way
> unless I need it.  Here's where you can find it:
>
> http://wiki.bestpractical.com/view/SendEmail
>
> The documentation might be a little muddy, so feel free to ask if you
> can't figure it out.
>
> Regards,
> Gene
>
> At 04:11 AM 10/31/2007, Dorothea Muecke-Herzberg wrote:
>
> Previous email to the list brought back to my mind an issue we have. We
> need to send emails to
> another tool from RT and this tool scans the start of the subject line, so
> we need to
> strip rtname from the subject line somehow (or at least move it to the
> end).
> Is there a way to do this?
>
> Doro
>
>
> --
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University
>
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From darren at mepad.net  Wed Oct 31 21:47:33 2007
From: darren at mepad.net (Darren Ellis)
Date: Wed, 31 Oct 2007 21:47:33 -0400
Subject: [rt-users] ExtractCustomField Regexp Help Needed
Message-ID: <E9111BE9-3508-4D51-83BF-D4B32EDD3DDC@mepad.net>

Hello,

I am using ExtractCustomField to try to populate some custom fields by  
scanning for values in the body of the incoming message.  My regexp  
needs to match a starting string and then grab everything to the end  
of the line.  I have the regexp working with egrep in the bash shell,  
but my custom fields aren't being populated.

Here's the output of the egrep command:
[dge at squidward ~]$ egrep 'CSR Contact Name\s*([\w*|\s*])*' CSRFile
CSR Contact Name Test Customer
[dge at squidward ~]$

Here's the contents of CSRFile:
[dge at squidward ~]$ cat CSRFile
CSR Contact Name Test Customer
[dge at squidward ~]$

Here's the relevant line of my CFExtract Template (#18):
Customer Name|body|CSR Contact Name\s*([\w*|\s*])*||

Here's the contents of my Scrip (#16)
Description: CFExtract
Condition:   On Create
Action:      Extract Custom Field Values
Template:    CFExtract
Stage:       TransactionCreate

I do have one working that simply grabs a number from the subject  
line, so I believe that the ExtractCustomField add-on is working  
properly.  Could some kind regexp/rt expert point me in the right  
direction?

Thank you.

Darren

Darren Ellis
darren at mepad.net
Office: (207) 376-0137, x2201
Mobile: (207) 841-4000




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