From asallade at PTSOWA.ORG  Tue Apr  1 00:24:37 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Mon, 31 Mar 2008 21:24:37 -0700
Subject: [rt-users] Enhancements and workflows that we have added
In-Reply-To: <589c94400803312028w7097de9do9ad7296b3306cd41@mail.gmail.com>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
	<589c94400803312028w7097de9do9ad7296b3306cd41@mail.gmail.com>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BEFAD@PTSOEXCHANGE.PTSOWA.ORG>

I tried to create a new page on the wiki, but got an apache error :(

If anyone else would like to give it a go, feel free.

This is a mod to the RT/Action/EscalatePriority.pm

It will escalate priority towards Start Date instead of Due Date.
Tickets with no Start Date will increase in Priority by 1 per day.
Tickets that reach Final Priority will continue to increase by 1 per
day.

# 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# (Except where explicitly superseded by other copyright notices)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 }}}
=head1 NAME

  RT::Action::EscalatePriority

=head1 DESCRIPTION

EscalatePriority is a ScripAction which is NOT intended to be called
per transaction. It's intended to be called by an RT escalation tool.
One such tool is called rt-crontool and is located in $RTHOME/bin (see
C<rt-crontool -h> for more details)

EsclatePriority uses the following formula to change a ticket's
priority:

    Priority = Priority +  (( FinalPriority - Priority ) / (
DueDate-Today))

Unless the duedate is past, in which case priority gets bumped straight
to final priority.

In this way, priority is either increased or decreased toward the final
priority
as the ticket heads toward its due date.


=cut


package RT::Action::EscalatePriority;
require RT::Action::Generic;

use strict;
use vars qw/@ISA/;
@ISA=qw(RT::Action::Generic);

#Do what we need to do and send it out.

#What does this type of Action does

# {{{ sub Describe 
sub Describe  {
  my $self = shift;
  return (ref $self . " will move a ticket's priority toward its final
priority.");
}
# }}}
    

# {{{ sub Prepare 
sub Prepare  {
    my $self = shift;
    
    if ($self->TicketObj->Priority() ==
$self->TicketObj->FinalPriority()) {
    # no update necessary.
    $self->{'prio'} = ($self->TicketObj->Priority + 1);
    return 1;
    }
  elsif ($self->TicketObj->Priority() >
$self->TicketObj->FinalPriority()) {
    # no update necessary.
    $self->{'prio'} = ($self->TicketObj->Priority + 1);
    return 1;
    }
   
    #compute the number of days until the ticket is due
    my $due = $self->TicketObj->StartsObj();
    

    # If we don't have a due date, adjust the priority by one
    # until we hit the final priority
    if ($due->Unix() < 1) {
    if ( $self->TicketObj->Priority > $self->TicketObj->FinalPriority ){
        $self->{'prio'} = ($self->TicketObj->Priority + 1);
        return 1;
    }
    elsif ( $self->TicketObj->Priority < $self->TicketObj->FinalPriority
){
        $self->{'prio'} = ($self->TicketObj->Priority + 1);
        return 1;
    }
    # otherwise the priority is at the final priority. we don't need to
    # Continue
    else {
        $self->{'prio'} = ($self->TicketObj->Priority + 1);
        return 1;
    }
    }

    # we've got a due date. now there are other things we should do
    else { 
    my $diff_in_seconds = $due->Diff(time());    
    my $diff_in_days = int( $diff_in_seconds / 86400);    
    
    #if we haven't hit the due date yet
    if ($diff_in_days > 0 ) {    
        
        # compute the difference between the current priority and the
        # final priority
        
        my $prio_delta = $self->TicketObj->FinalPriority() -
$self->TicketObj->Priority;
        
        my $inc_priority_by = int( $prio_delta / $diff_in_days );
        
        #set the ticket's priority to that amount
        $self->{'prio'} = $self->TicketObj->Priority + $inc_priority_by;
        
    }
    #if $days is less than 1, set priority to final_priority
    else {    
        $self->{'prio'} = $self->TicketObj->FinalPriority();
    }
    

    }
    return 1;
}
# }}}

sub Commit {
    my $self = shift;
   my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'});

   unless ($val) {
    $RT::Logger->debug($self . " $msg\n"); 
   }
}

eval "require RT::Action::EscalatePriority_Vendor";
die $@ if ($@ && $@ !~ qr{^Can't locate
RT/Action/EscalatePriority_Vendor.pm});
eval "require RT::Action::EscalatePriority_Local";
die $@ if ($@ && $@ !~ qr{^Can't locate
RT/Action/EscalatePriority_Local.pm});

1;


_____


_____

Aaron Sallade'


-----Original Message-----
From: Ruslan Zakirov [mailto:ruz at bestpractical.com] 
Sent: Monday, March 31, 2008 8:29 PM
To: Aaron Sallade
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Enhancements and workflows that we have added

On Tue, Apr 1, 2008 at 3:54 AM, Aaron Sallade <asallade at ptsowa.org>
wrote:
> Just in case these are of interest to anyone else-
>
[snip]

>  Altered Priority and Aging. We modified aging so that it ages towards
>  Starts instead of Due. We also made it so that priority will increase
by
>  1 for each day past the start date until it is resolved. Tickets with
no
>  start date age with a priority increase of 1 per day.
Several days ago I've update RT::Action::LinearEscalate [1] you should
look at it and may be port changes into it and send us patches. This
will be part of the RT 3.8.0

[snip]
>
>  -Aaron

[1]
http://search.cpan.org/~ruz/RT-Action-LinearEscalate-0.06/lib/RT/Action/
LinearEscalate.pm

-- 
Best regards, Ruslan.


From stephen.a.cochran.lists at cahir.net  Tue Apr  1 03:06:41 2008
From: stephen.a.cochran.lists at cahir.net (Stephen Cochran)
Date: Tue, 1 Apr 2008 03:06:41 -0400
Subject: [rt-users] ConvertMultiSelectToCheckboxes
Message-ID: <26ECF0E3-6660-42C8-8FAF-79DDA802DCD1@cahir.net>


Is anyone using this? The wiki page is fairly minimal and it didn't  
seem to have any effect, though I'm not sure if scriptactulous is  
required.

Thanks,
Steve


From torsten.brumm at Kuehne-Nagel.com  Tue Apr  1 07:23:02 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Tue, 1 Apr 2008 13:23:02 +0200
Subject: [rt-users] 500 Internal Server Error
In-Reply-To: <183244a40803311312r40615f53m76d554eb24612ba2@mail.gmail.com>
References: <183244a40803311312r40615f53m76d554eb24612ba2@mail.gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940116A7DE@w3hamboex11.ger.win.int.kn>

At the beginning of the logfile, you must have some more detailed information, try restart and check for permission problems!
 
Torsten


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


________________________________

Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von joseph blase
Gesendet: Montag, 31. M?rz 2008 22:12
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] 500 Internal Server Error


Hi list,

We had our RT systems working for quite sometimes until recently we notice that  if we access it's Ticket button it's being redirected(if it's the right term) to https://helpdesk.domain.com/Search/Build.html and throw out this "500 Internal Server Error" and  error logs contain as follow:

[Mon Mar 31 05:29:34 2008] [error] [client 10.110.18.5] FastCGI: comm with server "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi" aborted: idle timeout (30 sec), referer: https://helpdesk.domain.com/
[Mon Mar 31 05:29:34 2008] [error] [client 10.110.18.5] FastCGI: incomplete headers (0 bytes) received from server "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi", referer: https://helpdesk.domain.com/
[Mon Mar 31 05:34:59 2008] [error] [client 10.110.18.5] FastCGI: comm with server "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi" aborted: idle timeout (30 sec), referer: https://helpdesk.domain.com/
[Mon Mar 31 05:34:59 2008] [error] [client 10.110.18.5] FastCGI: incomplete headers (0 bytes) received from server "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi", referer: https://helpdesk.domain.com/

Although there's some listing coming on on google search for same error,there's no concrete answer so might as well try my luck here.

We're using:

RT 3.6.1
on
Apache/2.2.3 (Debian 4.0) mod_fastcgi/2.4.2 mod_ssl/2.2.3 OpenSSL/0.9.8c mod_perl/2.0.2 Perl/v5.8.8 Server 


Thanks in advance,

 joseph


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From cmsilva at mobicomp.com  Tue Apr  1 05:53:05 2008
From: cmsilva at mobicomp.com (Carlos Silva)
Date: Tue, 01 Apr 2008 10:53:05 +0100
Subject: [rt-users] Defining custom attributes
Message-ID: <47F20601.40405@mobicomp.com>

I am trying to define a custom attribute for queues, but I can't find 
what I'm doing wrong, maybe some of you can help me.

Here's my code:

my $at = RT::Attributes->NewItem($session{'CurrentUser'});
$at->Create(ObjectType => "RT::Queue", ObjectId => $QueueObj->Id, Name 
=> "Etc", Description => "Etc", Content => "Etc");

The requests fail with "Can't use string ("RT::Attributes") as a HASH 
ref while "strict refs" in use".

Thank you for your time.

Regards,
Carlos Silva


From todd at chaka.net  Tue Apr  1 08:33:37 2008
From: todd at chaka.net (Todd Chapman)
Date: Tue, 1 Apr 2008 08:33:37 -0400
Subject: [rt-users] Defining custom attributes
In-Reply-To: <47F20601.40405@mobicomp.com>
References: <47F20601.40405@mobicomp.com>
Message-ID: <519782dc0804010533g206afed3l89b9702eef12ee64@mail.gmail.com>

Too complex. Try: $QueueObj->AddAttribute( Name=> "Etc", Description =>
"Etc", Content => "Etc");

See RT::Record for more.


On Tue, Apr 1, 2008 at 5:53 AM, Carlos Silva <cmsilva at mobicomp.com> wrote:

> I am trying to define a custom attribute for queues, but I can't find
> what I'm doing wrong, maybe some of you can help me.
>
> Here's my code:
>
> my $at = RT::Attributes->NewItem($session{'CurrentUser'});
> $at->Create(ObjectType => "RT::Queue", ObjectId => $QueueObj->Id, Name
> => "Etc", Description => "Etc", Content => "Etc");
>
> The requests fail with "Can't use string ("RT::Attributes") as a HASH
> ref while "strict refs" in use".
>
> Thank you for your time.
>
> Regards,
> Carlos Silva
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From KFCrocker at lbl.gov  Tue Apr  1 12:24:48 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 01 Apr 2008 09:24:48 -0700
Subject: [rt-users] Enhancements and workflows that we have added
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <47F261D0.3000103@lbl.gov>

Aaron,


	We are VERY interested in what you have developed. Whether or not you 
post to the list, please send us what you have. It will be extremely 
appreciated. Also, do you have anything that increases the box size of a 
free-test CF?. Thanks in advance.


Kenn
LBNL

On 3/31/2008 4:54 PM, Aaron Sallade wrote:
> Just in case these are of interest to anyone else-
> 
> Added a scrip and template that adds a reply to a DependedOnBy Parent
> ticket when the child is resolved. Resolving a sub task (child) will add
> a comment to the parent noting that the prerequisite is now complete, it
> will also email the owner of the parent task.
> 
> Set the Row count of custom fields by type and or customfield ID. In our
> implementation, single select boxes have a row height of 1 (making them
> a drop down box) and text areas have a row height of 6, and a specific
> multi select is set to 7 so that no scrolling is needed to view its
> options.
> 
> Default values on custom fields. We modified the code so that the
> "description" field in the custom field admin screen is used for the
> default value of that custom field. This works regardless of the field
> type, so for text, select boxes etc. 
> 
> Altered Priority and Aging. We modified aging so that it ages towards
> Starts instead of Due. We also made it so that priority will increase by
> 1 for each day past the start date until it is resolved. Tickets with no
> start date age with a priority increase of 1 per day.
> 
> We modified the "Timeline" module to use Start Date and Due Date as
> opposed to Created and Resolved. This is more appropriate for project
> management. We also added more verbose titles to the timeline items,
> including ticket #'s. This creates a Project Management Gantt style
> chart off of any search results where the tickets have at least a Starts
> Date.
> 
> Most of these are mods/hacks to the source code that we overlayed in the
> /local folder. If anyone is interested in the details I will post them
> to the list.
> 
> -Aaron
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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  Tue Apr  1 13:11:33 2008
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Tue, 01 Apr 2008 19:11:33 +0200
Subject: [rt-users] Enhancements and workflows that we have added
In-Reply-To: <47F261D0.3000103@lbl.gov>
References: <47EBFFBD.1090007@lbl.gov>
	<000b01c8904a$af2e5cd0$6914a8c0@voyager>	<47EC142C.1020706@lbl.gov>	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>	<47F16F99.8090006@lbl.gov>	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
	<47F261D0.3000103@lbl.gov>
Message-ID: <47F26CC5.2070008@mococo.nl>

Kenneth Crocker wrote:
> Aaron,
> 
> 
> 	We are VERY interested in what you have developed. Whether or not you 
> post to the list, please send us what you have. It will be extremely 
> appreciated. Also, do you have anything that increases the box size of a 
> free-test CF?. Thanks in advance.
If you use Firefox there is an extension which does that, its called:
Resizable Form Fields
I don't have the url handy but googling for it or searching on the addon 
site of Firefox will turn it up.

Joop


From todd at chaka.net  Tue Apr  1 13:36:43 2008
From: todd at chaka.net (Todd Chapman)
Date: Tue, 1 Apr 2008 13:36:43 -0400
Subject: [rt-users] RT::Timeline error with 3.6.6
In-Reply-To: <33DEE66ED2E72346ABC638427A77014047A769@PTSOEXCHANGE.PTSOWA.ORG>
References: <AciLFVWiNiTXqxYpTzW9oqUKic8i+w==>
	<33DEE66ED2E72346ABC638427A77014047A769@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <519782dc0804011036s57123fd5y80a8f824557f3be7@mail.gmail.com>

As Aaron stated in another thread, the answer was to install JSON and it's
dependencies.

On Fri, Mar 21, 2008 at 1:35 AM, Aaron Sallade <asallade at ptsowa.org> wrote:

>  Does anyone have the RT::Timeline extension working with RT3.6.6?
>
>
>
> My CPAN Install went great, and the timeline UI renders, but it throws an
> xml error and displays no data on the timeline. Any suggestions?
>
>
>
> Aaron
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 KFCrocker at lbl.gov  Tue Apr  1 13:51:44 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 01 Apr 2008 10:51:44 -0700
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
Message-ID: <47F27630.4040609@lbl.gov>

Jesse,


	Other than the ability to change the "look", what are some of the other 
enhancements and features of 3.8.0?


Kenn
LBNL

On 3/25/2008 4:31 PM, Jesse Vincent wrote:
> http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme 
> I've been working on over the past few days.
> 
> Also, it's now much easier for you to create your own themes and styles 
> for RT.
> 
> -jesse
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From KFCrocker at lbl.gov  Tue Apr  1 14:07:41 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 01 Apr 2008 11:07:41 -0700
Subject: [rt-users] Enhancements and workflows that we have added
In-Reply-To: <47F26CC5.2070008@mococo.nl>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
	<47F261D0.3000103@lbl.gov> <47F26CC5.2070008@mococo.nl>
Message-ID: <47F279ED.1080301@lbl.gov>

Joop,


	Thanks. I'll check that out.


Kenn
LBNL

On 4/1/2008 10:11 AM, Joop van de Wege wrote:
> Kenneth Crocker wrote:
>> Aaron,
>>
>>
>>     We are VERY interested in what you have developed. Whether or not 
>> you post to the list, please send us what you have. It will be 
>> extremely appreciated. Also, do you have anything that increases the 
>> box size of a free-test CF?. Thanks in advance.
> If you use Firefox there is an extension which does that, its called:
> Resizable Form Fields
> I don't have the url handy but googling for it or searching on the addon 
> site of Firefox will turn it up.
> 
> Joop
> 



From lgrella at acquiremedia.com  Tue Apr  1 14:21:55 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Tue, 1 Apr 2008 11:21:55 -0700 (PDT)
Subject: [rt-users] Problem with categories in custom fields
In-Reply-To: <46F27A61.4000106@yahoo.com>
References: <46A12DF2.4070700@ticketmaster.com> <46F02741.1050206@yahoo.com>
	<46F27A61.4000106@yahoo.com>
Message-ID: <16420562.post@talk.nabble.com>


Have you had any further input on this? I am experiencing the same thing in
IE. Do you have a workaround?

Thanks,
Laura

Mathew Snyder-3 wrote:
> 
> Anyone have any input on this?
> 
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> 
> 
> Mathew Snyder wrote:
>> Chet Burgess wrote:
>>> Greetings,
>>> 	I had a user report a problem with categories in custom fields recently
>>> that I have been unable to solve. I have looked through the wiki, the
>>> bugs listed in rt, and the mailing lists and I have been unable to find
>>> a solution to my problem.
>>>
>>> 	We have several custom fields that have been created as a type of
>>> "Select one value", with a validation of "Mandatory". The problem is
>>> that when a user creates a ticket, or updates an existing ticket, the
>>> category that is associated with the name is not saved. As an example if
>>> you created a custom filed with 2 values, each with a different name and
>>> category, only the name is saved with the ticket. The category field
>>> will be left as "-".
>>>
>>> 	This is causing a problem as some times we have the same name in
>>> different categories (we have the same components within different
>>> products and we use the custom fields to indicate which component and
>>> product the ticket is for).
>>>
>>> 	I have been able to reproduce on both RT 3.6.1 which we run in
>>> production and on RT 3.6.4 which we run in test. I have noticed that
>>> when creating a new ticket in RT 3.6.4 with a custom field of this type
>>> the following error is being logged.
>>>
>>> Jul 18 15:25:32 hostname RT: Use of uninitialized value in string eq at
>>> /usr/local/rt/lib/RT/Record.pm line 1686.
>>> (/usr/local/rt/lib/RT/Record.pm:1686)
>>>
>>> 	When updating an existing ticket the name value gets updated, but the
>>> category does not get set and remains as just "-". The following message
>>> appears in the "Results" section at the top of the page after clicking
>>> "Save Changes" in both RT 3.6.1 and RT 3.6.4.
>>>
>>> User asked for an unknown update type for custom field
>>> ChetTestSelectSingleValue for RT::Ticket object #6
>>>
>>> As mentioned I have seen this problem in both RT 3.6.1 and RT 3.6.4. We
>>> are running on RHEL 3 Update 8 with apache 1.3.31, Perl 5.8.4, mod_perl
>>> 1.29, and mysql 4.0.18.
>>>
>>> Has anyone seen this before and/or know if there is something else I
>>> need to do to enable this functionality?
>>>
>>>
>> 
>> Did you ever get any input on this?  I actually just ran into the same
>> issue
>> verified using both IE and Firefox on Windows and Linux.  I have a couple
>> other
>> issues with it as well also on both 3.6.1 and 3.6.4.  I'm running Fedora
>> Core 5
>> and mysql 5.0.0.2 though.
>> 
>> First, when using Firefox, selecting a category filters the second drop
>> down
>> (the one with the actual values) to just the values of that particular
>> category
>>  (which I suspect to be the intended behaviour).  However, in IE, this is
>> not
>> the case.  Selecting the category does not run the filter on the second
>> drop
>> down.  All categories and values are listed regardless of the category
>> selected
>> in the first drop down.
>> 
>> Second, once a value has been assigned to a category, it is not possible
>> to
>> remove it by simply blanking out the category field.  When testing this
>> feature,
>> I found that in order to remove the category from an item, I had to
>> delete the
>> item and then recreate it.  After doing this, it would appear in the drop
>> down
>> list as not being associated with any category while all others which
>> have not
>> been changed still were.  Attempting to simply set the category as blank
>> resulted in it being repopulated with the category after hitting submit.
>> 
>> Are there plans on fixing this with the next release?
>> 
>> Mathew
>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> 
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 

-- 
View this message in context: http://www.nabble.com/Problem-with-categories-in-custom-fields-tp11716848p16420562.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From joseph.mailboxlist at gmail.com  Tue Apr  1 14:22:45 2008
From: joseph.mailboxlist at gmail.com (joseph blase)
Date: Wed, 2 Apr 2008 02:22:45 +0800
Subject: [rt-users] 500 Internal Server Error
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03940116A7DE@w3hamboex11.ger.win.int.kn>
References: <183244a40803311312r40615f53m76d554eb24612ba2@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB03940116A7DE@w3hamboex11.ger.win.int.kn>
Message-ID: <183244a40804011122q253f6d5es8e5781febd4b8f93@mail.gmail.com>

On Tue, Apr 1, 2008 at 7:23 PM, Ham MI-ID, Torsten Brumm <
torsten.brumm at kuehne-nagel.com> wrote:

>  At the beginning of the logfile, you must have some more detailed
> information, try restart and check for permission problems!
>
> Torsten
>

Hi Torsten,

I restarted apache while tailing the logs but I doesn't spit out any  error,
what peculiar in our case though is it only give that 500 error code when
you access the https://helpdesk.domain.com/Search/Build.html , that is after
logging in selecting Tickets button. All the rest simple search/reply/update
a ticket are working fine.

Is there any timeout setting that I can change as what's this logs says?

[Mon Mar 31 05:29:34 2008] [error] [client 10.110.18.5] FastCGI: comm with
server "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi" aborted:
idle timeout (30 sec), referer: https://helpdesk.domain.com/


Thanks for your time,

 --joseph


>
> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann
> (Vors.), Uwe Bielang (Stellv.), Dirk Blesius (Stellv.), Bruno Mang, Alfred
> Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens
> Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928,
> USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel
> A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat:
> Klaus-Michael K?hne
>
> ------------------------------
> *Von:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *Im Auftrag von *joseph blase
> *Gesendet:* Montag, 31. M?rz 2008 22:12
> *An:* rt-users at lists.bestpractical.com
> *Betreff:* [rt-users] 500 Internal Server Error
>
> Hi list,
>
> We had our RT systems working for quite sometimes until recently we notice
> that  if we access it's Ticket button it's being redirected(if it's the
> right term) to https://helpdesk.domain.com/Search/Build.html and throw out
> this "500 Internal Server Error" and  error logs contain as follow:
>
> [Mon Mar 31 05:29:34 2008] [error] [client 10.110.18.5] FastCGI: comm with
> server "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi" aborted:
> idle timeout (30 sec), referer: https://helpdesk.domain.com/
> [Mon Mar 31 05:29:34 2008] [error] [client 10.110.18.5] FastCGI:
> incomplete headers (0 bytes) received from server
> "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi", referer:
> https://helpdesk.domain.com/
> [Mon Mar 31 05:34:59 2008] [error] [client 10.110.18.5] FastCGI: comm with
> server "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi" aborted:
> idle timeout (30 sec), referer: https://helpdesk.domain.com/
> [Mon Mar 31 05:34:59 2008] [error] [client 10.110.18.5] FastCGI:
> incomplete headers (0 bytes) received from server
> "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi", referer:
> https://helpdesk.domain.com/
>
> Although there's some listing coming on on google search for same
> error,there's no concrete answer so might as well try my luck here.
>
> We're using:
>
> RT 3.6.1
> on
> Apache/2.2.3 (Debian 4.0) mod_fastcgi/2.4.2 mod_ssl/2.2.3 OpenSSL/0.9.8c
> mod_perl/2.0.2 Perl/v5.8.8 Server
>
>
> Thanks in advance,
>
>  joseph
>
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From todd at chaka.net  Tue Apr  1 14:25:07 2008
From: todd at chaka.net (Todd Chapman)
Date: Tue, 1 Apr 2008 14:25:07 -0400
Subject: [rt-users] Problem with categories in custom fields
In-Reply-To: <16420562.post@talk.nabble.com>
References: <46A12DF2.4070700@ticketmaster.com> <46F02741.1050206@yahoo.com>
	<46F27A61.4000106@yahoo.com> <16420562.post@talk.nabble.com>
Message-ID: <519782dc0804011125n3e0d700ey642ca567209b9f80@mail.gmail.com>

I find the implementation of categories lacking. Don't use them if the
values are not unique across all categories.

On Tue, Apr 1, 2008 at 2:21 PM, lgrella <lgrella at acquiremedia.com> wrote:

>
> Have you had any further input on this? I am experiencing the same thing
> in
> IE. Do you have a workaround?
>
> Thanks,
> Laura
>
> Mathew Snyder-3 wrote:
> >
> > Anyone have any input on this?
> >
> > Keep up with me and what I'm up to: http://theillien.blogspot.com
> >
> >
> > Mathew Snyder wrote:
> >> Chet Burgess wrote:
> >>> Greetings,
> >>>     I had a user report a problem with categories in custom fields
> recently
> >>> that I have been unable to solve. I have looked through the wiki, the
> >>> bugs listed in rt, and the mailing lists and I have been unable to
> find
> >>> a solution to my problem.
> >>>
> >>>     We have several custom fields that have been created as a type of
> >>> "Select one value", with a validation of "Mandatory". The problem is
> >>> that when a user creates a ticket, or updates an existing ticket, the
> >>> category that is associated with the name is not saved. As an example
> if
> >>> you created a custom filed with 2 values, each with a different name
> and
> >>> category, only the name is saved with the ticket. The category field
> >>> will be left as "-".
> >>>
> >>>     This is causing a problem as some times we have the same name in
> >>> different categories (we have the same components within different
> >>> products and we use the custom fields to indicate which component and
> >>> product the ticket is for).
> >>>
> >>>     I have been able to reproduce on both RT 3.6.1 which we run in
> >>> production and on RT 3.6.4 which we run in test. I have noticed that
> >>> when creating a new ticket in RT 3.6.4 with a custom field of this
> type
> >>> the following error is being logged.
> >>>
> >>> Jul 18 15:25:32 hostname RT: Use of uninitialized value in string eq
> at
> >>> /usr/local/rt/lib/RT/Record.pm line 1686.
> >>> (/usr/local/rt/lib/RT/Record.pm:1686)
> >>>
> >>>     When updating an existing ticket the name value gets updated, but
> the
> >>> category does not get set and remains as just "-". The following
> message
> >>> appears in the "Results" section at the top of the page after clicking
> >>> "Save Changes" in both RT 3.6.1 and RT 3.6.4.
> >>>
> >>> User asked for an unknown update type for custom field
> >>> ChetTestSelectSingleValue for RT::Ticket object #6
> >>>
> >>> As mentioned I have seen this problem in both RT 3.6.1 and RT 3.6.4.
> We
> >>> are running on RHEL 3 Update 8 with apache 1.3.31, Perl 5.8.4,
> mod_perl
> >>> 1.29, and mysql 4.0.18.
> >>>
> >>> Has anyone seen this before and/or know if there is something else I
> >>> need to do to enable this functionality?
> >>>
> >>>
> >>
> >> Did you ever get any input on this?  I actually just ran into the same
> >> issue
> >> verified using both IE and Firefox on Windows and Linux.  I have a
> couple
> >> other
> >> issues with it as well also on both 3.6.1 and 3.6.4.  I'm running
> Fedora
> >> Core 5
> >> and mysql 5.0.0.2 though.
> >>
> >> First, when using Firefox, selecting a category filters the second drop
> >> down
> >> (the one with the actual values) to just the values of that particular
> >> category
> >>  (which I suspect to be the intended behaviour).  However, in IE, this
> is
> >> not
> >> the case.  Selecting the category does not run the filter on the second
> >> drop
> >> down.  All categories and values are listed regardless of the category
> >> selected
> >> in the first drop down.
> >>
> >> Second, once a value has been assigned to a category, it is not
> possible
> >> to
> >> remove it by simply blanking out the category field.  When testing this
> >> feature,
> >> I found that in order to remove the category from an item, I had to
> >> delete the
> >> item and then recreate it.  After doing this, it would appear in the
> drop
> >> down
> >> list as not being associated with any category while all others which
> >> have not
> >> been changed still were.  Attempting to simply set the category as
> blank
> >> resulted in it being repopulated with the category after hitting
> submit.
> >>
> >> Are there plans on fixing this with the next release?
> >>
> >> Mathew
> >> Keep up with me and what I'm up to: http://theillien.blogspot.com
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: sales at bestpractical.com
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >>
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
>
> --
> View this message in context:
> http://www.nabble.com/Problem-with-categories-in-custom-fields-tp11716848p16420562.html
> Sent from the Request Tracker - User mailing list archive at Nabble.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 KFCrocker at lbl.gov  Tue Apr  1 14:46:57 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 01 Apr 2008 11:46:57 -0700
Subject: [rt-users] Question on display of dates on queries
Message-ID: <47F28321.7050202@lbl.gov>

To all,


	A user came to me with a good question; how do I get the due date, or 
any other date field, to display ONLY the date and drop the time? I had 
no answer. Anyone?
	Also in the Query arena, I noticed that the ticket "owner" is listed as 
a field that can be displayed, but NOT as a field to sort by. Anyone?
	Thanks in advance.


Kenn
LBNL



From asallade at PTSOWA.ORG  Tue Apr  1 14:47:21 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Tue, 1 Apr 2008 11:47:21 -0700
Subject: [rt-users] Enhancements and workflows that we have added
In-Reply-To: <47F261D0.3000103@lbl.gov>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
	<47F261D0.3000103@lbl.gov>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF00F@PTSOEXCHANGE.PTSOWA.ORG>

For the width of freetext boxes etc, as well as the height - 

Copy your/share/html/elements/EditCustomField to
local/html/elements/EditCustomField and add the following changes.

Put this after
$EditComponent = "EditCustomField$Type" unless
$m->comp_exists($EditComponent);


# My custom field formatting overlays===============
If ($Type eq "Text") {
	$Rows = 6;
	$Columns = 20;
} elsif ($Type eq "Wikitext") {
	$Rows = 8;
	$Columns = 15;
} elsif ($Type eq "Select") {
	$Rows = 1;
	$Columns = 10;
}

# CustomField id # 14 is the specific ID of a field that I want to have
unique display 
If (CustomField->Id == 14) {
	$Rows = 7;
}

# End of my overlay=================================




Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Tuesday, April 01, 2008 9:25 AM
To: Aaron Sallade
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Enhancements and workflows that we have added

Aaron,


	We are VERY interested in what you have developed. Whether or
not you 
post to the list, please send us what you have. It will be extremely 
appreciated. Also, do you have anything that increases the box size of a

free-test CF?. Thanks in advance.


Kenn
LBNL

On 3/31/2008 4:54 PM, Aaron Sallade wrote:
> Just in case these are of interest to anyone else-
> 
> Added a scrip and template that adds a reply to a DependedOnBy Parent
> ticket when the child is resolved. Resolving a sub task (child) will
add
> a comment to the parent noting that the prerequisite is now complete,
it
> will also email the owner of the parent task.
> 
> Set the Row count of custom fields by type and or customfield ID. In
our
> implementation, single select boxes have a row height of 1 (making
them
> a drop down box) and text areas have a row height of 6, and a specific
> multi select is set to 7 so that no scrolling is needed to view its
> options.
> 
> Default values on custom fields. We modified the code so that the
> "description" field in the custom field admin screen is used for the
> default value of that custom field. This works regardless of the field
> type, so for text, select boxes etc. 
> 
> Altered Priority and Aging. We modified aging so that it ages towards
> Starts instead of Due. We also made it so that priority will increase
by
> 1 for each day past the start date until it is resolved. Tickets with
no
> start date age with a priority increase of 1 per day.
> 
> We modified the "Timeline" module to use Start Date and Due Date as
> opposed to Created and Resolved. This is more appropriate for project
> management. We also added more verbose titles to the timeline items,
> including ticket #'s. This creates a Project Management Gantt style
> chart off of any search results where the tickets have at least a
Starts
> Date.
> 
> Most of these are mods/hacks to the source code that we overlayed in
the
> /local folder. If anyone is interested in the details I will post them
> to the list.
> 
> -Aaron
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From sholmes42 at mac.com  Tue Apr  1 15:28:48 2008
From: sholmes42 at mac.com (Steve Holmes)
Date: Tue, 1 Apr 2008 15:28:48 -0400
Subject: [rt-users] Question on display of dates on queries
In-Reply-To: <47F28321.7050202@lbl.gov>
References: <47F28321.7050202@lbl.gov>
Message-ID: <43be87180804011228s7ea09707tbb24273ae3b36589@mail.gmail.com>

Back on January 24 I asked:

> I want to change the date format (for Due) in the search results page such
> that it doesn't display the time. I.e. I want something like: Tue Jan 22
> 2007. I'm sure that if I can find the relevant source code snippet I can
> figure out how to change it, but I can't seem to find it.
>

I got a reply from Emmanuel Lacour (thanks Emmanuel):

Seems to be here:

share/html/Elements//RT__Ticket/ColumnMap, line 287


Unfortunately, when I looked there I wasn't smart enough to figure out how
to do what I wanted (and didn't have time to pursue it).
If you do get it to work, please educate the rest of us :-).

Thanks,
Steve Holmes


On Tue, Apr 1, 2008 at 2:46 PM, Kenneth Crocker <KFCrocker at lbl.gov> wrote:

> To all,
>
>
>        A user came to me with a good question; how do I get the due date,
> or
> any other date field, to display ONLY the date and drop the time? I had
> no answer. Anyone?
>        Also in the Query arena, I noticed that the ticket "owner" is
> listed as
> a field that can be displayed, but NOT as a field to sort by. Anyone?
>        Thanks in advance.
>
>
> Kenn
> LBNL
>
>
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From KFCrocker at lbl.gov  Tue Apr  1 16:10:09 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 01 Apr 2008 13:10:09 -0700
Subject: [rt-users] Question on display of dates on queries
In-Reply-To: <43be87180804011228s7ea09707tbb24273ae3b36589@mail.gmail.com>
References: <47F28321.7050202@lbl.gov>
	<43be87180804011228s7ea09707tbb24273ae3b36589@mail.gmail.com>
Message-ID: <47F296A1.6020405@lbl.gov>

Steve,


	I'll check it out and if I can get it to work, I'll certainly pass it on.


Kenn
LBNL

On 4/1/2008 12:28 PM, Steve Holmes wrote:
> Back on January 24 I asked:
> 
>     I want to change the date format (for Due) in the search results
>     page such that it doesn't display the time. I.e. I want something
>     like: Tue Jan 22 2007. I'm sure that if I can find the relevant
>     source code snippet I can figure out how to change it, but I can't
>     seem to find it. 
> 
> 
> I got a reply from Emmanuel Lacour (thanks Emmanuel):
> 
>     Seems to be here:
> 
>     share/html/Elements//RT__Ticket/ColumnMap, line 287
> 
> 
> Unfortunately, when I looked there I wasn't smart enough to figure out 
> how to do what I wanted (and didn't have time to pursue it). 
> If you do get it to work, please educate the rest of us :-).
> 
> Thanks,
> Steve Holmes
> 
>  
> On Tue, Apr 1, 2008 at 2:46 PM, Kenneth Crocker <KFCrocker at lbl.gov 
> <mailto:KFCrocker at lbl.gov>> wrote:
> 
>     To all,
> 
> 
>            A user came to me with a good question; how do I get the due
>     date, or
>     any other date field, to display ONLY the date and drop the time? I had
>     no answer. Anyone?
>            Also in the Query arena, I noticed that the ticket "owner" is
>     listed as
>     a field that can be displayed, but NOT as a field to sort by. Anyone?
>            Thanks in advance.
> 
> 
>     Kenn
>     LBNL
> 



From sturner at MIT.EDU  Tue Apr  1 16:25:41 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 01 Apr 2008 16:25:41 -0400
Subject: [rt-users] Question on display of dates on queries
In-Reply-To: <47F296A1.6020405@lbl.gov>
References: <47F28321.7050202@lbl.gov>
	<43be87180804011228s7ea09707tbb24273ae3b36589@mail.gmail.com>
	<47F296A1.6020405@lbl.gov>
Message-ID: <6.2.3.4.2.20080401161904.04e093e0@po14.mit.edu>

At Tuesday 4/1/2008 04:10 PM, Kenneth Crocker wrote:
>Steve,
>
>
>         I'll check it out and if I can get it to work, I'll 
> certainly pass it on.
>
>
>Kenn
>LBNL

Here's what we've done to display different date formats on the search results:

1. New callback:

$RT_HOME/local/html/Callbacks/xxxxx/Elements/RT__Ticket/ColumnMap


Contents of this callback:

<%ARGS>
$COLUMN_MAP => undef
</%ARGS>

<%init>
$COLUMN_MAP->{'CreatedShort'} = {
         title     => 'Created',
         attribute => 'Created',
         value     => sub {
             return ("Not set") if ($_[0]->CreatedObj->Unix <= 0);
             my ($date, $time) = split(' ', $_[0]->CreatedObj->ISO);
             my ($y, $m, $d) = split ('-', $date);

             return "$m/$d/$y";
         }
     };
</%init>




2. In html/Search/Elements/BuildFormatString, find the definition of 
@fields and add "CreatedShort" to it:

e.g. before:

my @fields = qw(
   id
   Status
   ExtendedStatus
   Subject
   QueueName

after:

my @fields = qw(
   id
   Status
   ExtendedStatus
   Subject
   CreatedShort
   QueueName


The callback will format the field as MM/DD/YY. The mod to 
BuildFormatString will make "CreatedShort" appear in Query Builder in 
the list of fields that can be added to the results.

I only showed the part of our mods that provide a shortened "Created" 
date - you can extend this for any of the ticket dates.

Steve 



From KFCrocker at lbl.gov  Tue Apr  1 19:46:17 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 01 Apr 2008 16:46:17 -0700
Subject: [rt-users] Enhancements and workflows that we have added
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF00F@PTSOEXCHANGE.PTSOWA.ORG>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
	<47F261D0.3000103@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BF00F@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <47F2C949.4030201@lbl.gov>

Aaron,


	I just put in those changes and I get a syntax error on $Type. The 
error message says the folowing:

"Error during compilation of 
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField:
syntax error at /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField 
line 79, near ") {"
Global symbol "$Columns" requires explicit package name at 
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 81, <GEN39> 
line 361.
syntax error at /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField 
line 82, near "} elsif"
Global symbol "$Type" requires explicit package name at 
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 82, <GEN39> 
line 361.
Global symbol "$Rows" requires explicit package name at 
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 83, <GEN39> 
line 361.
Global symbol "$Columns" requires explicit package name at 
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 84, <GEN39> 
line 361.
syntax error at /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField 
line 85, near ";
}"

	I'm not sure why it doesn't like $Type. Any ideas? I'm not real 
experienced at perl. Just learning. Thanks.

Kenn
LBNL

On 4/1/2008 11:47 AM, Aaron Sallade wrote:
> For the width of freetext boxes etc, as well as the height - 
> 
> Copy your/share/html/elements/EditCustomField to
> local/html/elements/EditCustomField and add the following changes.
> 
> Put this after
> $EditComponent = "EditCustomField$Type" unless
> $m->comp_exists($EditComponent);
> 
> 
> # My custom field formatting overlays===============
> If ($Type eq "Text") {
> 	$Rows = 6;
> 	$Columns = 20;
> } elsif ($Type eq "Wikitext") {
> 	$Rows = 8;
> 	$Columns = 15;
> } elsif ($Type eq "Select") {
> 	$Rows = 1;
> 	$Columns = 10;
> }
> 
> # CustomField id # 14 is the specific ID of a field that I want to have
> unique display 
> If (CustomField->Id == 14) {
> 	$Rows = 7;
> }
> 
> # End of my overlay=================================
> 
> 
> 
> 
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> "Shared Technology for Community Health"
> (206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> asallade at ptsowa.org
> 
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Tuesday, April 01, 2008 9:25 AM
> To: Aaron Sallade
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Enhancements and workflows that we have added
> 
> Aaron,
> 
> 
> 	We are VERY interested in what you have developed. Whether or
> not you 
> post to the list, please send us what you have. It will be extremely 
> appreciated. Also, do you have anything that increases the box size of a
> 
> free-test CF?. Thanks in advance.
> 
> 
> Kenn
> LBNL
> 
> On 3/31/2008 4:54 PM, Aaron Sallade wrote:
>> Just in case these are of interest to anyone else-
>>
>> Added a scrip and template that adds a reply to a DependedOnBy Parent
>> ticket when the child is resolved. Resolving a sub task (child) will
> add
>> a comment to the parent noting that the prerequisite is now complete,
> it
>> will also email the owner of the parent task.
>>
>> Set the Row count of custom fields by type and or customfield ID. In
> our
>> implementation, single select boxes have a row height of 1 (making
> them
>> a drop down box) and text areas have a row height of 6, and a specific
>> multi select is set to 7 so that no scrolling is needed to view its
>> options.
>>
>> Default values on custom fields. We modified the code so that the
>> "description" field in the custom field admin screen is used for the
>> default value of that custom field. This works regardless of the field
>> type, so for text, select boxes etc. 
>>
>> Altered Priority and Aging. We modified aging so that it ages towards
>> Starts instead of Due. We also made it so that priority will increase
> by
>> 1 for each day past the start date until it is resolved. Tickets with
> no
>> start date age with a priority increase of 1 per day.
>>
>> We modified the "Timeline" module to use Start Date and Due Date as
>> opposed to Created and Resolved. This is more appropriate for project
>> management. We also added more verbose titles to the timeline items,
>> including ticket #'s. This creates a Project Management Gantt style
>> chart off of any search results where the tickets have at least a
> Starts
>> Date.
>>
>> Most of these are mods/hacks to the source code that we overlayed in
> the
>> /local folder. If anyone is interested in the details I will post them
>> to the list.
>>
>> -Aaron
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 



From gevans at hcc.net  Tue Apr  1 20:03:23 2008
From: gevans at hcc.net (Greg Evans)
Date: Tue, 1 Apr 2008 17:03:23 -0700
Subject: [rt-users] A hopefully quick question...
Message-ID: <006901c89454$f86f0c10$1200a8c0@hcc.local>

I implemented SHowStatusInCOlor from the wiki today
(http://wiki.bestpractical.com/view/ShowStatusInColor) and it is quite handy
for what we are doing here. Now I would also like to color the queue names
in a similar fashion. I used the first implementation shown on the Wiki page
(instead of the CSS version) and then thought, OK easy enough I can just
change this around a bit and do the same thing on the "Queue" column.

As everyone is well aware I consider myself a newb, and definitey NOT a perl
hacker or even close to resembling one, though I do have a copy of the Perl
books from O'Reilly, so maybe someday :)

Anyway, after my success with the status coloring, I did this and it doesn't
work :/ Can anyone tell me what I did wrong :)  I have a sneaky suspicion
that it involves the whole $Ticket->Queue bit, and I was admittedly just
guessing that $Ticket->Queue would be proper. 

sub queueInColor {
   my $Ticket = shift;
   my $queue = $Ticket->Queue;
   my $qcolor = undef;

   if ($queue eq 'queue1') {
       $qcolor = "#660099";
   } elsif ($queue eq ' queue2') {
       $qcolor = "#000090";
   } elsif ($queue eq ' queue3') {
       $qcolor = "#999999";
   } elsif ($queue eq ' queue4') {
       $qcolor = "#FF6600";
   } elsif ($queue eq ' queue5') {
       $qcolor = "#009000";
   } elsif ($queue eq ' queue6') {
       $qcolor = "#900000";
   } elsif ($queue eq ' queue7') {
       $qcolor = "#AA8000";
   } elsif ($queue eq ' queue8') {
       $qcolor = "#000000";
   } elsif ($queue eq ' queue9') {
       $qcolor = "#996633";
   }

   $queue = loc($queue);

if ($qcolor) {
       $queue = "<font color=$qcolor>$queue</font>"
   }

   return \"$queue";

}

Queue names have been changed to protect the innocent ;)
As always, any insight is appreciated.

Thanks in advance,

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 




From asallade at PTSOWA.ORG  Tue Apr  1 20:38:50 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Tue, 1 Apr 2008 17:38:50 -0700
Subject: [rt-users] Enhancements and workflows that we have added
In-Reply-To: <47F2C949.4030201@lbl.gov>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
	<47F261D0.3000103@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BF00F@PTSOEXCHANGE.PTSOWA.ORG>
	<47F2C949.4030201@lbl.gov>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF073@PTSOEXCHANGE.PTSOWA.ORG>

Can you send me a copy of your EditCustomField file?

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Tuesday, April 01, 2008 4:46 PM
To: Aaron Sallade
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Enhancements and workflows that we have added

Aaron,


	I just put in those changes and I get a syntax error on $Type.
The 
error message says the folowing:

"Error during compilation of 
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField:
syntax error at /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField 
line 79, near ") {"
Global symbol "$Columns" requires explicit package name at 
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 81, <GEN39> 
line 361.
syntax error at /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField 
line 82, near "} elsif"
Global symbol "$Type" requires explicit package name at 
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 82, <GEN39> 
line 361.
Global symbol "$Rows" requires explicit package name at 
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 83, <GEN39> 
line 361.
Global symbol "$Columns" requires explicit package name at 
/apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 84, <GEN39> 
line 361.
syntax error at /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField 
line 85, near ";
}"

	I'm not sure why it doesn't like $Type. Any ideas? I'm not real 
experienced at perl. Just learning. Thanks.

Kenn
LBNL

On 4/1/2008 11:47 AM, Aaron Sallade wrote:
> For the width of freetext boxes etc, as well as the height - 
> 
> Copy your/share/html/elements/EditCustomField to
> local/html/elements/EditCustomField and add the following changes.
> 
> Put this after
> $EditComponent = "EditCustomField$Type" unless
> $m->comp_exists($EditComponent);
> 
> 
> # My custom field formatting overlays===============
> If ($Type eq "Text") {
> 	$Rows = 6;
> 	$Columns = 20;
> } elsif ($Type eq "Wikitext") {
> 	$Rows = 8;
> 	$Columns = 15;
> } elsif ($Type eq "Select") {
> 	$Rows = 1;
> 	$Columns = 10;
> }
> 
> # CustomField id # 14 is the specific ID of a field that I want to
have
> unique display 
> If (CustomField->Id == 14) {
> 	$Rows = 7;
> }
> 
> # End of my overlay=================================
> 
> 
> 
> 
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> "Shared Technology for Community Health"
> (206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> asallade at ptsowa.org
> 
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Tuesday, April 01, 2008 9:25 AM
> To: Aaron Sallade
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Enhancements and workflows that we have added
> 
> Aaron,
> 
> 
> 	We are VERY interested in what you have developed. Whether or
> not you 
> post to the list, please send us what you have. It will be extremely 
> appreciated. Also, do you have anything that increases the box size of
a
> 
> free-test CF?. Thanks in advance.
> 
> 
> Kenn
> LBNL
> 
> On 3/31/2008 4:54 PM, Aaron Sallade wrote:
>> Just in case these are of interest to anyone else-
>>
>> Added a scrip and template that adds a reply to a DependedOnBy Parent
>> ticket when the child is resolved. Resolving a sub task (child) will
> add
>> a comment to the parent noting that the prerequisite is now complete,
> it
>> will also email the owner of the parent task.
>>
>> Set the Row count of custom fields by type and or customfield ID. In
> our
>> implementation, single select boxes have a row height of 1 (making
> them
>> a drop down box) and text areas have a row height of 6, and a
specific
>> multi select is set to 7 so that no scrolling is needed to view its
>> options.
>>
>> Default values on custom fields. We modified the code so that the
>> "description" field in the custom field admin screen is used for the
>> default value of that custom field. This works regardless of the
field
>> type, so for text, select boxes etc. 
>>
>> Altered Priority and Aging. We modified aging so that it ages towards
>> Starts instead of Due. We also made it so that priority will increase
> by
>> 1 for each day past the start date until it is resolved. Tickets with
> no
>> start date age with a priority increase of 1 per day.
>>
>> We modified the "Timeline" module to use Start Date and Due Date as
>> opposed to Created and Resolved. This is more appropriate for project
>> management. We also added more verbose titles to the timeline items,
>> including ticket #'s. This creates a Project Management Gantt style
>> chart off of any search results where the tickets have at least a
> Starts
>> Date.
>>
>> Most of these are mods/hacks to the source code that we overlayed in
> the
>> /local folder. If anyone is interested in the details I will post
them
>> to the list.
>>
>> -Aaron
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 



From alexsm at gmail.com  Tue Apr  1 21:02:15 2008
From: alexsm at gmail.com (Alex Moura)
Date: Tue, 1 Apr 2008 22:02:15 -0300
Subject: [rt-users] rtx-shredder mysql optimization
Message-ID: <de2590e90804011802n6327e5dfo10336a603801d9f@mail.gmail.com>

Hello,

I'd like to ask the mysql experts for any tips that would help improving
rtx-shredder performance.

There database are already has indexes in an attempt to improve the
performence:

CREATE INDEX objectcf_type_id on ObjectCustomFieldValues(Objectid,
ObjectType);
CREATE INDEX acl_type_id on ACL(Objectid, ObjectType);
CREATE INDEX acl_princid on ACL(PrincipalId);

Right now, the removal of only one ticket takes between 1:33min. and
1:40min., in the lastest measurements.

$ /usr/bin/time -h sudo ./rtx-shredder --plugin
'Tickets=status,deleted;queue,general;limit,1'
Next objects would be deleted:
        RT::Ticket-37203 object
Do you want to proceed? [y/N] y
        1m33,81s real           1,13s user              0,17s sys
------------------

Last weekend, removing 2.000 tickets took two days:

$ /usr/bin/time -h sudo ./rtx-shredder --plugin
'Tickets=status,deleted;queue,general;limit,2000'
2d1h9m24,94s real 11m35,93s user 47,71s sys


The strange part is that four months ago, removing 7.000 tickets too half of
this time in another mysql instance running in the very same hardware:

# /usr/bin/time -h ./rtx-shredder --plugin
'Tickets=status,deleted;queue,general;limit,7000'
21h59m55,19s real 53m14,32s user 1m22,57s sys

Relevant info:
O.S.: FreeBSD-6.2-RELEASE / RT Version: 3.6.5 (installed via FreeBSD ports)
/ MySQL version: 5.0.51 / Mason: 1.35 / Apache: 1.3.37 (w/ mod_ssl-2.8.28) /
Hardware: Dell PowerEdge 2850, CPU: Intel Xeon 3GHz, RAM: 2GB

-------------------------
# mysql-duplicate-key-checker --databases rt3

DATABASE        TABLE   ENGINE  OBJECT  TYPE    STRUCT  PARENT  COLUMNS
rt3     Attachments     MyISAM  Attachments1    KEY     BTREE   NULL
`Parent`
rt3     Attachments     MyISAM  Attachments3    KEY     BTREE   NULL
`Parent`,`TransactionId`
rt3     CachedGroupMembers      MyISAM  DisGrouMem      KEY     BTREE
NULL    `GroupId`,`MemberId`,`Disabled`
rt3     CachedGroupMembers      MyISAM  GrouMem KEY     BTREE   NULL
`GroupId`,`MemberId`
rt3     ObjectCustomFieldValues MyISAM  TicketCustomFieldValues1
KEY     BTREE   NULL    `CustomField`,`ObjectId`,`Content`
rt3     ObjectCustomFieldValues MyISAM  TicketCustomFieldValues2
KEY     BTREE   NULL    `CustomField`,`ObjectId`
rt3     Tickets MyISAM  PRIMARY KEY     BTREE   NULL    `id`
rt3     Tickets MyISAM  Tickets4        KEY     BTREE   NULL
`id`,`Status`
rt3     Tickets MyISAM  Tickets5        KEY     BTREE   NULL
`id`,`EffectiveId`
rt3     Tickets MyISAM  Tickets3        KEY     BTREE   NULL
`EffectiveId`
rt3     Tickets MyISAM  Tickets6        KEY     BTREE   NULL
`EffectiveId`,`Type`
rt3     Users   MyISAM  PRIMARY KEY     BTREE   NULL    `id`
rt3     Users   MyISAM  Users3  KEY     BTREE   NULL    `id`,`EmailAddress`
rt3     Users   MyISAM  Users1  KEY     BTREE   NULL    `Name`
rt3     Users   MyISAM  Users2  KEY     BTREE   NULL    `Name`
-------------------------

The database still have more than 72.278 tickets to be removed. And I'd
appreciate any tips that can help improving the removal performance, so we
won't have to wait weeks before this cleanup ends.

Thanks in advance,

Alex
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From alexsm at gmail.com  Tue Apr  1 21:23:17 2008
From: alexsm at gmail.com (Alex Moura)
Date: Tue, 1 Apr 2008 22:23:17 -0300
Subject: [rt-users] rtx-shredder mysql optimization
In-Reply-To: <de2590e90804011802n6327e5dfo10336a603801d9f@mail.gmail.com>
References: <de2590e90804011802n6327e5dfo10336a603801d9f@mail.gmail.com>
Message-ID: <de2590e90804011823w62b39f00ke768f54fe740523c@mail.gmail.com>

Another bit of information about the issue that may help is the following
"top" display, _during_ a rtx-shredder running and after it finished:

The next "top" output was captured with a running rtx-shredder (removing a
single ticket):
--------------------------
last pid: 51170;  load averages:  0.80,  0.54,  0.38  up 20+21:41:21
22:20:35
69 processes:  2 running, 67 sleeping
CPU states: 28.5% user,  0.0% nice,  2.0% system,  0.0% interrupt, 69.6%idle
Mem: 1796M Active, 782M Inact, 262M Wired, 149M Cache, 112M Buf, 522M Free
Swap: 4070M Total, 1100K Used, 4069M Free

  PID USERNAME    THR PRI NICE   SIZE    RES STATE  C   TIME   WCPU COMMAND
48990 mysql        10  20    0   447M 60432K kserel 0   4:18 93.60% mysqld
 2245 www           1   4    0   163M   156M accept 2  30:08  0.00% perl
 2131 www           1   4    0   185M   170M accept 0  28:34  0.00% perl
 2174 www           1   4    0   180M   169M accept 2  28:30  0.00% perl
 2058 www           1   4    0   174M   163M accept 0  27:23  0.00% perl
--------------------------

The next 'top' output was captured two minutes after rtx-shredder finished
removing a single ticket:

last pid: 51575;  load averages:  0.19,  0.41,  0.35  up 20+21:43:19
22:22:33
61 processes:  1 running, 60 sleeping
CPU states:     % user,     % nice,     % system,     % interrupt,     %
idle
Mem: 1769M Active, 783M Inact, 260M Wired, 149M Cache, 112M Buf, 550M Free
Swap: 4070M Total, 1096K Used, 4069M Free

  PID USERNAME    THR PRI NICE   SIZE    RES STATE  C   TIME   WCPU COMMAND
 2245 www           1   4    0   163M   156M accept 2  30:08  0.00% perl
 2131 www           1   4    0   185M   170M accept 0  28:34  0.00% perl
 2174 www           1   4    0   180M   169M accept 2  28:30  0.00% perl
 2058 www           1   4    0   174M   163M accept 0  27:23  0.00% perl
 2066 www           1   4    0   162M   155M accept 0  26:29  0.00% perl
48990 mysql        10  20    0   443M 58028K kserel 0   4:24  0.00% mysqld
 2067 nobody        1  96    0 14420K 13536K select 0   0:47  0.00% perl
 1919 root          1  96    0  8612K  5876K select 0   0:41  0.00% httpd
--------------------------

Thanks,

Alex
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From ruz at bestpractical.com  Tue Apr  1 21:26:23 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 2 Apr 2008 05:26:23 +0400
Subject: [rt-users] rtx-shredder mysql optimization
In-Reply-To: <de2590e90804011802n6327e5dfo10336a603801d9f@mail.gmail.com>
References: <de2590e90804011802n6327e5dfo10336a603801d9f@mail.gmail.com>
Message-ID: <589c94400804011826t73c3a0d8g43e9ca582411ebda@mail.gmail.com>

http://search.cpan.org/~ruz/RTx-Shredder-0.07/lib/RTx/Shredder.pm#Database_indexes

On Wed, Apr 2, 2008 at 5:02 AM, Alex Moura <alexsm at gmail.com> wrote:
> Hello,
>
> I'd like to ask the mysql experts for any tips that would help improving
> rtx-shredder performance.
>
> There database are already has indexes in an attempt to improve the
> performence:
>
>  CREATE INDEX objectcf_type_id on ObjectCustomFieldValues(Objectid,
> ObjectType);
>  CREATE INDEX acl_type_id on ACL(Objectid, ObjectType);
>  CREATE INDEX acl_princid on ACL(PrincipalId);
>
> Right now, the removal of only one ticket takes between 1:33min. and
> 1:40min., in the lastest measurements.
>
> $ /usr/bin/time -h sudo ./rtx-shredder --plugin
> 'Tickets=status,deleted;queue,general;limit,1'
>  Next objects would be deleted:
>         RT::Ticket-37203 object
> Do you want to proceed? [y/N] y
>         1m33,81s real           1,13s user              0,17s sys
> ------------------
>
> Last weekend, removing 2.000 tickets took two days:
>
> $ /usr/bin/time -h sudo ./rtx-shredder --plugin
> 'Tickets=status,deleted;queue,general;limit,2000'
> 2d1h9m24,94s real 11m35,93s user 47,71s sys
>
>
> The strange part is that four months ago, removing 7.000 tickets too half of
> this time in another mysql instance running in the very same hardware:
>
> # /usr/bin/time -h ./rtx-shredder --plugin
> 'Tickets=status,deleted;queue,general;limit,7000'
> 21h59m55,19s real 53m14,32s user 1m22,57s sys
>
> Relevant info:
> O.S.: FreeBSD-6.2-RELEASE / RT Version: 3.6.5 (installed via FreeBSD ports)
> / MySQL version: 5.0.51 / Mason: 1.35 / Apache: 1.3.37 (w/ mod_ssl-2.8.28) /
> Hardware: Dell PowerEdge 2850, CPU: Intel Xeon 3GHz, RAM: 2GB
>
> -------------------------
> # mysql-duplicate-key-checker --databases rt3
>
> DATABASE        TABLE   ENGINE  OBJECT  TYPE    STRUCT  PARENT  COLUMNS
> rt3     Attachments     MyISAM  Attachments1    KEY     BTREE   NULL
> `Parent`
>  rt3     Attachments     MyISAM  Attachments3    KEY     BTREE   NULL
> `Parent`,`TransactionId`
> rt3     CachedGroupMembers      MyISAM  DisGrouMem      KEY     BTREE   NULL
> `GroupId`,`MemberId`,`Disabled`
> rt3     CachedGroupMembers      MyISAM  GrouMem KEY     BTREE   NULL
> `GroupId`,`MemberId`
>  rt3     ObjectCustomFieldValues MyISAM  TicketCustomFieldValues1        KEY
> BTREE   NULL    `CustomField`,`ObjectId`,`Content`
> rt3     ObjectCustomFieldValues MyISAM  TicketCustomFieldValues2        KEY
> BTREE   NULL    `CustomField`,`ObjectId`
>  rt3     Tickets MyISAM  PRIMARY KEY     BTREE   NULL    `id`
> rt3     Tickets MyISAM  Tickets4        KEY     BTREE   NULL
> `id`,`Status`
> rt3     Tickets MyISAM  Tickets5        KEY     BTREE   NULL
> `id`,`EffectiveId`
>  rt3     Tickets MyISAM  Tickets3        KEY     BTREE   NULL
> `EffectiveId`
> rt3     Tickets MyISAM  Tickets6        KEY     BTREE   NULL
> `EffectiveId`,`Type`
> rt3     Users   MyISAM  PRIMARY KEY     BTREE   NULL    `id`
>  rt3     Users   MyISAM  Users3  KEY     BTREE   NULL    `id`,`EmailAddress`
> rt3     Users   MyISAM  Users1  KEY     BTREE   NULL    `Name`
> rt3     Users   MyISAM  Users2  KEY     BTREE   NULL    `Name`
> -------------------------
>
> The database still have more than 72.278 tickets to be removed. And I'd
> appreciate any tips that can help improving the removal performance, so we
> won't have to wait weeks before this cleanup ends.
>
> Thanks in advance,
>
> Alex
>
> _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: 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 cwfox at us.fujitsu.com  Tue Apr  1 22:37:59 2008
From: cwfox at us.fujitsu.com (Camron W. Fox)
Date: Tue, 01 Apr 2008 16:37:59 -1000
Subject: [rt-users] Multiple TLDs with CanonicalizeEmailAddressMatch
Message-ID: <47F2F187.9030008@us.fujitsu.com>

Alle,

	Is it possible to match multiple TLDs with 
CanonicalizeEmailAddressMatch. We have several "from" addresses that 
allowed internally (domain1.ac.jp, domain2.org, domain3.org). I'd like 
everything to be re-written to fakedomain.domain3.org, as it is what the 
world sees on outgoing mail.

Best Regards,
Camron

-- 
Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:		cwfox at us.fujitsu.com


From ruz at bestpractical.com  Wed Apr  2 01:56:39 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 2 Apr 2008 09:56:39 +0400
Subject: [rt-users] [PATCH] sorting by custom fields
In-Reply-To: <589c94400803312051u27032f89k7f7532afdfff244a@mail.gmail.com>
References: <589c94400803312051u27032f89k7f7532afdfff244a@mail.gmail.com>
Message-ID: <589c94400804012256x63c73a9akbceaaf3f90722b03@mail.gmail.com>

Hi, new fixed version of DBIx::SearchBuilder on its way to the CPAN.

Tested with Pg 8.3, mysql 5.0, some SQLite and Oracle 10.

Test on other DBs please.

On Tue, Apr 1, 2008 at 7:51 AM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> Hi, users,
>
>  Last few days I was hacking on a solution and have something for you to try.
>
>  1) New release of DBIx::SearchBuilder. You can download it from the
>  CPAN near you soon or using
>  http://pause.cpan.org/incoming/DBIx-SearchBuilder-1.52.tar.gz .
>
>  I really recommend you to run make test against your DB server before
>  installing it. Do the following:
>
>  perl Makefile.PL
>  make
>  SB_TEST_MYSQL=db_to_test_in SB_TEST_MYSQL_USER=test_user
>  SB_TEST_MYSQL_PASS=password make test
>
>  Where "db_to_test" is the name of the DB you're going to test against,
>  test files will create temporary tables in that DB. To run it safe use
>  clean DB or DB you use for other experiments, *DON"T RUN TESTS ON
>  ANY DB THAT HAS PRODUCTION DATA*.
>
>  Other valid prefixes for ENV vars are SB_TEST_ORACLE, SB_TEST_PG and
>  SB_TEST_SQLITE.
>
>  Once it succeeded you can run `make install` command.
>  After installing you have to stop and start your web server
>  to apply the changes.
>
>  2) As well I attach patch for RT that should add link to titles of
>  custom field columns in search results. So you can click those to order
>  by a CF and change ordering. To see the change you have to purge mason
>  cache, just drop me a note if you don't know how.
>
>  After installing sorting should be correct in almost all
>  situations, but I know at least one issue when it's not true. The order
>  is wrong when you sort by CF X, limit search by this CF and it can
>  have multiple values. I'm working on a fix for this.
>
>  Waiting for your feedback.
>
>  --
>  Best regards, Ruslan.
>



-- 
Best regards, Ruslan.


From Ton.Hoogstraten at ingram.nl  Wed Apr  2 04:04:06 2008
From: Ton.Hoogstraten at ingram.nl (Hoogstraten, Ton)
Date: Wed, 2 Apr 2008 10:04:06 +0200
Subject: [rt-users] A hopefully quick question...
In-Reply-To: <006901c89454$f86f0c10$1200a8c0@hcc.local>
Message-ID: <891469DFBBD7364EB24DEEB101767D86032AAA@nlutxch101.corporate.ingrammicro.com>

 
Greg,

Try this:

My $queue = $Ticket->QueueObj->Name;

Cheers,

Ton

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Greg
Evans
Sent: Wednesday, April 02, 2008 2:03 AM
To: 'RT Users'
Subject: [rt-users] A hopefully quick question...

I implemented SHowStatusInCOlor from the wiki today
(http://wiki.bestpractical.com/view/ShowStatusInColor) and it is quite
handy for what we are doing here. Now I would also like to color the
queue names in a similar fashion. I used the first implementation shown
on the Wiki page (instead of the CSS version) and then thought, OK easy
enough I can just change this around a bit and do the same thing on the
"Queue" column.

As everyone is well aware I consider myself a newb, and definitey NOT a
perl hacker or even close to resembling one, though I do have a copy of
the Perl books from O'Reilly, so maybe someday :)

Anyway, after my success with the status coloring, I did this and it
doesn't work :/ Can anyone tell me what I did wrong :)  I have a sneaky
suspicion that it involves the whole $Ticket->Queue bit, and I was
admittedly just guessing that $Ticket->Queue would be proper. 

sub queueInColor {
   my $Ticket = shift;
   my $queue = $Ticket->Queue;
   my $qcolor = undef;

   if ($queue eq 'queue1') {
       $qcolor = "#660099";
   } elsif ($queue eq ' queue2') {
       $qcolor = "#000090";
   } elsif ($queue eq ' queue3') {
       $qcolor = "#999999";
   } elsif ($queue eq ' queue4') {
       $qcolor = "#FF6600";
   } elsif ($queue eq ' queue5') {
       $qcolor = "#009000";
   } elsif ($queue eq ' queue6') {
       $qcolor = "#900000";
   } elsif ($queue eq ' queue7') {
       $qcolor = "#AA8000";
   } elsif ($queue eq ' queue8') {
       $qcolor = "#000000";
   } elsif ($queue eq ' queue9') {
       $qcolor = "#996633";
   }

   $queue = loc($queue);

if ($qcolor) {
       $queue = "<font color=$qcolor>$queue</font>"
   }

   return \"$queue";

}

Queue names have been changed to protect the innocent ;) As always, any
insight is appreciated.

Thanks in advance,

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 


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

Community help: http://wiki.bestpractical.com Commercial support:
sales 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.fay at hotmail.co.uk  Wed Apr  2 05:50:21 2008
From: andrew.fay at hotmail.co.uk (andrew fay)
Date: Wed, 2 Apr 2008 09:50:21 +0000
Subject: [rt-users] Welcome to the "RT-Users" mailing list (Digest mode)
In-Reply-To: <mailman.0.1207129500.2375.rt-users@lists.bestpractical.com>
References: <mailman.0.1207129500.2375.rt-users@lists.bestpractical.com>
Message-ID: <BLU134-W44056FB63D6A9311DE4ABCC9F40@phx.gbl>


Hi,

I am running RT 3.6.4 on ubuntu, most of our end users use outlook 2000/2003 to email our support address which adds the tickets to request tracker.

The problem I am having is that if the user has an HTML signature which most of them do, at the bottom of the first response from RT it says

------------------------------------------------------------------------
This transaction appears to have no content

and sometimes it mangles the signature of the person that sent the request at the bottom of request trackers response,

How would I go about sorting this? I am hoping other people use outlook to send to request tracker! ^_^

Cheers,

Andy

_________________________________________________________________
Welcome to the next generation of Windows Live
http://www.windowslive.co.uk/get-live
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From albert.czarnecki at eo.pl  Wed Apr  2 06:53:02 2008
From: albert.czarnecki at eo.pl (Albert Czarnecki)
Date: Wed, 02 Apr 2008 12:53:02 +0200
Subject: [rt-users] RT-3.6.1-4 - DB connection problem
Message-ID: <47F3658E.7080503@eo.pl>

Hi

I'm using debian etch and RT version 3.6.1-4 , now I have problem to 
connect DB, when I run from shell:
perl /usr/share/request-tracker3.6/libexec/mason_handler.fcgi
I get some error:
DBI connect('dbname=rt_test;host=192.168.1.11;port=3306','rt_test',...) 
failed: received invalid response to SSL negotiation: F
 at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 106
Connect Failed received invalid response to SSL negotiation: F

Someone know where is the problem? The databases have off ssl 
connection, Can I off ssl connection in RT config?

Regards,

Albert


From justin.hayes at orbisuk.com  Wed Apr  2 07:18:30 2008
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Wed, 2 Apr 2008 12:18:30 +0100
Subject: [rt-users] Archiving the Attachments Table
Message-ID: <D99BFF9C-6169-494C-A850-A8386FA83F57@orbisuk.com>

Hi,

Our attachments table is currently taking up 2.3gb and is easily the  
largest table in our RT 3.6.3 DB.

I know that that table contains both the text of comments/replies as  
well as the files that are attached to tickets.

Has anyone looked at archiving this table? Ideally I'd like to keep  
textual comment/replies but remove attached files. I'd also like to do  
it in a way that would mean I could get them back later if needed.

Any ideas?

Justin

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





From weser at osp-dd.de  Wed Apr  2 09:18:55 2008
From: weser at osp-dd.de (Benjamin Weser)
Date: Wed, 02 Apr 2008 15:18:55 +0200
Subject: [rt-users] Archiving the Attachments Table
In-Reply-To: <D99BFF9C-6169-494C-A850-A8386FA83F57@orbisuk.com>
References: <D99BFF9C-6169-494C-A850-A8386FA83F57@orbisuk.com>
Message-ID: <47F387BF.7020804@osp-dd.de>

Why don't you make a general backup of your mysql database (you can also 
export this table only) and then use the Shredder to get rid of the 
attachments?

Justin Hayes schrieb:
> Hi,
>
> Our attachments table is currently taking up 2.3gb and is easily the  
> largest table in our RT 3.6.3 DB.
>
> I know that that table contains both the text of comments/replies as  
> well as the files that are attached to tickets.
>
> Has anyone looked at archiving this table? Ideally I'd like to keep  
> textual comment/replies but remove attached files. I'd also like to do  
> it in a way that would mean I could get them back later if needed.
>
> Any ideas?
>
> Justin
>
> ------------------------------------------------------
> Justin Hayes
> Support Manager
> justin.hayes at orbisuk.com
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   



From justin.hayes at orbisuk.com  Wed Apr  2 09:28:36 2008
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Wed, 2 Apr 2008 14:28:36 +0100
Subject: [rt-users] Archiving the Attachments Table
In-Reply-To: <47F387BF.7020804@osp-dd.de>
References: <D99BFF9C-6169-494C-A850-A8386FA83F57@orbisuk.com>
	<47F387BF.7020804@osp-dd.de>
Message-ID: <B5C15690-08BD-4EAE-AB33-131CCD120FE4@orbisuk.com>

Thanks I'll take a look at the Shredder - I was thinking about  
deleting rows using SQL but if there's an extension to do it I'll use  
that.

However am I easily going to be able to get files back from the backup  
if I need them?

The files are stored as data in a column of that table. If 3 months  
down the line I need a file from a Ticket, will I be able to find out  
which row I need in my backup if the Shredder has removed it from the  
live RT? Also will I be able to out the data back into a file?

Or are you suggesting setting up an archive install of RT and having  
that run off the backup. So I have a live streamlined install and a  
bloated backup install.

Cheers,

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



On 2 Apr 2008, at 14:18, Benjamin Weser wrote:

> Why don't you make a general backup of your mysql database (you can  
> also
> export this table only) and then use the Shredder to get rid of the
> attachments?
>
> Justin Hayes schrieb:
>> Hi,
>>
>> Our attachments table is currently taking up 2.3gb and is easily the
>> largest table in our RT 3.6.3 DB.
>>
>> I know that that table contains both the text of comments/replies as
>> well as the files that are attached to tickets.
>>
>> Has anyone looked at archiving this table? Ideally I'd like to keep
>> textual comment/replies but remove attached files. I'd also like to  
>> do
>> it in a way that would mean I could get them back later if needed.
>>
>> Any ideas?
>>
>> Justin
>>
>> ------------------------------------------------------
>> Justin Hayes
>> Support Manager
>> justin.hayes at orbisuk.com
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From KFCrocker at lbl.gov  Wed Apr  2 12:14:01 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 02 Apr 2008 09:14:01 -0700
Subject: [rt-users] Enhancements and workflows that we have added
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF073@PTSOEXCHANGE.PTSOWA.ORG>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
	<47F261D0.3000103@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BF00F@PTSOEXCHANGE.PTSOWA.ORG>
	<47F2C949.4030201@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BF073@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <47F3B0C9.4050108@lbl.gov>

Aaron,


	Sure. Thanks for asking. The following is a copy of the code just above 
what your addition is to just below:

*********** beginning copy **************
my $EditComponent = "EditCustomField$Type";
$m->comp('/Elements/Callback', _CallbackName => 'EditComponentName', 
Name => \$
EditComponent, CustomField => $CustomField, Object => $Object );
$EditComponent = "EditCustomField$Type" unless 
$m->comp_exists($EditComponent);

# Custom Field formatting overlays===============
If ($Type eq "Text") {
         $Rows = 6;
         $Columns = 20;
} elsif ($Type eq "Wikitext") {
         $Rows = 8;
         $Columns = 15;
} elsif ($Type eq "Select") {
         $Rows = 1;
         $Columns = 10;
}
# end of custom overlay code

return $m->comp(
     $EditComponent,
     %ARGS,
     Rows => $Rows,
     Cols => $Cols,
     Default => $Default,
     Object => $Object,
     Values => $Values,
     MaxValues => $MaxValues,
     Multiple => ($MaxValues != 1),
     NamePrefix => $NamePrefix,
     CustomField => $CustomField,
);


	I included the befor and after code just in case I accidently erased or 
modified something I was supposed to. Thanks for your help.


Kenn
LBNL


On 4/1/2008 5:38 PM, Aaron Sallade wrote:
> Can you send me a copy of your EditCustomField file?
> 
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> "Shared Technology for Community Health"
> (206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> asallade at ptsowa.org
> 
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Tuesday, April 01, 2008 4:46 PM
> To: Aaron Sallade
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Enhancements and workflows that we have added
> 
> Aaron,
> 
> 
> 	I just put in those changes and I get a syntax error on $Type.
> The 
> error message says the folowing:
> 
> "Error during compilation of 
> /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField:
> syntax error at /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField 
> line 79, near ") {"
> Global symbol "$Columns" requires explicit package name at 
> /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 81, <GEN39> 
> line 361.
> syntax error at /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField 
> line 82, near "} elsif"
> Global symbol "$Type" requires explicit package name at 
> /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 82, <GEN39> 
> line 361.
> Global symbol "$Rows" requires explicit package name at 
> /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 83, <GEN39> 
> line 361.
> Global symbol "$Columns" requires explicit package name at 
> /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField line 84, <GEN39> 
> line 361.
> syntax error at /apps/rt/rt-3.6.4/local/html/Elements/EditCustomField 
> line 85, near ";
> }"
> 
> 	I'm not sure why it doesn't like $Type. Any ideas? I'm not real 
> experienced at perl. Just learning. Thanks.
> 
> Kenn
> LBNL
> 
> On 4/1/2008 11:47 AM, Aaron Sallade wrote:
>> For the width of freetext boxes etc, as well as the height - 
>>
>> Copy your/share/html/elements/EditCustomField to
>> local/html/elements/EditCustomField and add the following changes.
>>
>> Put this after
>> $EditComponent = "EditCustomField$Type" unless
>> $m->comp_exists($EditComponent);
>>
>>
>> # My custom field formatting overlays===============
>> If ($Type eq "Text") {
>> 	$Rows = 6;
>> 	$Columns = 20;
>> } elsif ($Type eq "Wikitext") {
>> 	$Rows = 8;
>> 	$Columns = 15;
>> } elsif ($Type eq "Select") {
>> 	$Rows = 1;
>> 	$Columns = 10;
>> }
>>
>> # CustomField id # 14 is the specific ID of a field that I want to
> have
>> unique display 
>> If (CustomField->Id == 14) {
>> 	$Rows = 7;
>> }
>>
>> # End of my overlay=================================
>>
>>
>>
>>
>> Aaron Sallade'
>> Application Manager
>> PTSO of Washington
>> "Shared Technology for Community Health"
>> (206) 613-8938 Desk
>> (206) 521-8833 Main
>> (206) 613-5078 Fax
>> asallade at ptsowa.org
>>
>>
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>> Sent: Tuesday, April 01, 2008 9:25 AM
>> To: Aaron Sallade
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Enhancements and workflows that we have added
>>
>> Aaron,
>>
>>
>> 	We are VERY interested in what you have developed. Whether or
>> not you 
>> post to the list, please send us what you have. It will be extremely 
>> appreciated. Also, do you have anything that increases the box size of
> a
>> free-test CF?. Thanks in advance.
>>
>>
>> Kenn
>> LBNL
>>
>> On 3/31/2008 4:54 PM, Aaron Sallade wrote:
>>> Just in case these are of interest to anyone else-
>>>
>>> Added a scrip and template that adds a reply to a DependedOnBy Parent
>>> ticket when the child is resolved. Resolving a sub task (child) will
>> add
>>> a comment to the parent noting that the prerequisite is now complete,
>> it
>>> will also email the owner of the parent task.
>>>
>>> Set the Row count of custom fields by type and or customfield ID. In
>> our
>>> implementation, single select boxes have a row height of 1 (making
>> them
>>> a drop down box) and text areas have a row height of 6, and a
> specific
>>> multi select is set to 7 so that no scrolling is needed to view its
>>> options.
>>>
>>> Default values on custom fields. We modified the code so that the
>>> "description" field in the custom field admin screen is used for the
>>> default value of that custom field. This works regardless of the
> field
>>> type, so for text, select boxes etc. 
>>>
>>> Altered Priority and Aging. We modified aging so that it ages towards
>>> Starts instead of Due. We also made it so that priority will increase
>> by
>>> 1 for each day past the start date until it is resolved. Tickets with
>> no
>>> start date age with a priority increase of 1 per day.
>>>
>>> We modified the "Timeline" module to use Start Date and Due Date as
>>> opposed to Created and Resolved. This is more appropriate for project
>>> management. We also added more verbose titles to the timeline items,
>>> including ticket #'s. This creates a Project Management Gantt style
>>> chart off of any search results where the tickets have at least a
>> Starts
>>> Date.
>>>
>>> Most of these are mods/hacks to the source code that we overlayed in
>> the
>>> /local folder. If anyone is interested in the details I will post
> them
>>> to the list.
>>>
>>> -Aaron
>>>
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
> 
> 



From Hossein.Rafighi at triumf.ca  Wed Apr  2 11:29:45 2008
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Wed, 02 Apr 2008 08:29:45 -0700
Subject: [rt-users] RT Update and Bulk Update
In-Reply-To: <589c94400803312028w7097de9do9ad7296b3306cd41@mail.gmail.com>
References: <47EBFFBD.1090007@lbl.gov>
	<000b01c8904a$af2e5cd0$6914a8c0@voyager>	<47EC142C.1020706@lbl.gov>	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>	<47F16F99.8090006@lbl.gov>	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
	<589c94400803312028w7097de9do9ad7296b3306cd41@mail.gmail.com>
Message-ID: <47F3A669.7050608@triumf.ca>

Hi all,

I have a question regarding RT update verses Bulk Update. If we don?t 
wish a message to be sent to a Cc or Bcc member of any given ticket we 
have to check a box in front of their name(s) and then click on ?Save 
changes? button, then click on the ?Update Ticket? to accomplish this 
which is not a big deal, unless we went wrong during the installation. 
However, the ?Save changes? button is not available in Bulk Update. Is 
this by design? If not, can it be added? Is there any other way script 
or otherwise to achieve this? We are using RT 3.6.4

Many thanks in advance for your replies,
Hossein

-- 
  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
 |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca



From KFCrocker at lbl.gov  Wed Apr  2 13:16:56 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 02 Apr 2008 10:16:56 -0700
Subject: [rt-users] RT Update and Bulk Update
In-Reply-To: <47F3A669.7050608@triumf.ca>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
	<589c94400803312028w7097de9do9ad7296b3306cd41@mail.gmail.com>
	<47F3A669.7050608@triumf.ca>
Message-ID: <47F3BF88.2010901@lbl.gov>

Hossein,


	UH, actually, I thought that clicking the "Update" button for "Bulk 
Update" (after one has made the type of changes they want to happen to a 
bunch of tickets, un-checking any ticket that is NOT to be changed) WAS, 
in fact, a "Save Changes" button. It may not say it but IT certainly 
ACTS like it. Do you just want to change the Title on the button? The 
action/results are the same so I don't really understand the problem.


Kenn
LBNL

On 4/2/2008 8:29 AM, Hossein Rafighi wrote:
> Hi all,
> 
> I have a question regarding RT update verses Bulk Update. If we don?t 
> wish a message to be sent to a Cc or Bcc member of any given ticket we 
> have to check a box in front of their name(s) and then click on ?Save 
> changes? button, then click on the ?Update Ticket? to accomplish this 
> which is not a big deal, unless we went wrong during the installation. 
> However, the ?Save changes? button is not available in Bulk Update. Is 
> this by design? If not, can it be added? Is there any other way script 
> or otherwise to achieve this? We are using RT 3.6.4
> 
> Many thanks in advance for your replies,
> Hossein
> 



From jsmoriss at mvlan.net  Wed Apr  2 13:49:07 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Wed, 2 Apr 2008 17:49:07 +0000
Subject: [rt-users] How to reset Preferences -> Search options?
Message-ID: <20080402174907.GB8910@zaphod.mvlan.net>

Hi everyone,

Is there a way to reset the user's Preferences -> Search options to the
$DefaultSearchResultFormat? A "Defaults" button on the
SearchOptions.html page, for example, could be handy.

Thansk,
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From koteras at hotmail.com  Wed Apr  2 14:31:10 2008
From: koteras at hotmail.com (Gary & Gina Koteras)
Date: Wed, 2 Apr 2008 18:31:10 +0000
Subject: [rt-users] autoreply template content
Message-ID: <BAY122-W330ADF42008B8012BDC8BDBAF40@phx.gbl>


Hello,
 
   It doesn't look like I have privs to the autoreply global template. Would anybody be able to email me the content of that template so I can see how it is setup?
 
thanks,
Gary
_________________________________________________________________
More immediate than e-mail? Get instant access with Windows Live Messenger.
http://www.windowslive.com/messenger/overview.html?ocid=TXT_TAGLM_WL_Refresh_instantaccess_042008
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From jsmoriss at mvlan.net  Wed Apr  2 14:35:35 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Wed, 2 Apr 2008 18:35:35 +0000
Subject: [rt-users] How to reset Preferences -> Search options?
In-Reply-To: <20080402174907.GB8910@zaphod.mvlan.net>
References: <20080402174907.GB8910@zaphod.mvlan.net>
Message-ID: <20080402183535.GA29272@zaphod.mvlan.net>

On Wed, Apr 02, 2008 at 05:49:07PM +0000, Jean-Sebastien Morisset wrote:
> Hi everyone,
> 
> Is there a way to reset the user's Preferences -> Search options to the
> $DefaultSearchResultFormat? A "Defaults" button on the
> SearchOptions.html page, for example, could be handy.

I've been able to add the button, but it screws up the display some:

# diff ./share/html/Prefs/SearchOptions.html
./local/html/Prefs/SearchOptions.html
67a68,75
> <form method="post" action="SearchOptions.html">
>         <input type="hidden" class="hidden" name="Format"
>         value="<%$RT::DefaultSearchResultFormat%>" />
>         <input type="hidden" class="hidden" name="Order" value="ASC"
>         />
>         <input type="hidden" class="hidden" name="OrderBy" value="id"
>         />
>         <input type="hidden" class="hidden" name="RowsPerPage"
>         value="50" />
>         <& /Elements/Submit, Name => 'SavePreferences', Label =>
>         loc('Reset to Defaults') &>
> </form>
>

Any idea how I can tuck the "Save Changes" and "Reset to Defaults"
button together?

Thanks,
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From jsmoriss at mvlan.net  Wed Apr  2 14:52:30 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Wed, 2 Apr 2008 18:52:30 +0000
Subject: [rt-users] How to reset Preferences -> Search options?
In-Reply-To: <20080402183535.GA29272@zaphod.mvlan.net>
References: <20080402174907.GB8910@zaphod.mvlan.net>
	<20080402183535.GA29272@zaphod.mvlan.net>
Message-ID: <20080402185230.GB29272@zaphod.mvlan.net>

On Wed, Apr 02, 2008 at 06:35:35PM +0000, Jean-Sebastien Morisset wrote:
> On Wed, Apr 02, 2008 at 05:49:07PM +0000, Jean-Sebastien Morisset wrote:
>> Hi everyone,
>> 
>> Is there a way to reset the user's Preferences -> Search options to the
>> $DefaultSearchResultFormat? A "Defaults" button on the
>> SearchOptions.html page, for example, could be handy.
> 
> I've been able to add the button, but it screws up the display some:
> 
> # diff ./share/html/Prefs/SearchOptions.html
> ./local/html/Prefs/SearchOptions.html
> 67a68,75
>> <form method="post" action="SearchOptions.html">
>>         <input type="hidden" class="hidden" name="Format"
>>         value="<%$RT::DefaultSearchResultFormat%>" />
>>         <input type="hidden" class="hidden" name="Order" value="ASC"
>>         />
>>         <input type="hidden" class="hidden" name="OrderBy" value="id"
>>         />
>>         <input type="hidden" class="hidden" name="RowsPerPage"
>>         value="50" />
>>         <& /Elements/Submit, Name => 'SavePreferences', Label =>
>>         loc('Reset to Defaults') &>
>> </form>
>> 
> 
> Any idea how I can tuck the "Save Changes" and "Reset to Defaults"
> button together?

So this isn't pretty, but it works.

# diff ./share/html/Prefs/SearchOptions.html ./local/html/Prefs/SearchOptions.html
65c65,68
< <& /Elements/Submit, Name => 'SavePreferences', Label => loc('Save
Changes') &>
---
> <div class="submit">
>   <div class="buttons">
>       <input type="submit"  name="SavePreferences" value="Save
>       Changes" class="button" />
>   </div>
66a70,78
> <form method="post" action="SearchOptions.html">
>   <div class="extra-buttons">
>         <input type="hidden" class="hidden" name="Format"
>         value="<%$RT::DefaultSearchResultFormat%>" />
>         <input type="hidden" class="hidden" name="Order" value="ASC"
>         />
>         <input type="hidden" class="hidden" name="OrderBy" value="id"
>         />
>         <input type="hidden" class="hidden" name="RowsPerPage"
>         value="50" />
>       <input type="submit"  name="SavePreferences" value="Reset to
>       Defaults" class="button" />
>   </div>
> </form>

js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From Hossein.Rafighi at triumf.ca  Wed Apr  2 15:18:19 2008
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Wed, 02 Apr 2008 12:18:19 -0700
Subject: [rt-users] RT Update and Bulk Update
In-Reply-To: <47F3BF88.2010901@lbl.gov>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
	<589c94400803312028w7097de9do9ad7296b3306cd41@mail.gmail.com>
	<47F3A669.7050608@triumf.ca> <47F3BF88.2010901@lbl.gov>
Message-ID: <47F3DBFB.4050006@triumf.ca>

No. What I want is a way NOT to send email to "Admin Cc" or "Cc" people 
when ticket(s) are resolved through Bulk Update. I tried "Remove Admin 
Cc:" but to no avail. I can easily accomplish this when I am resolving 
tickets individually by checking the boxes next to Admin Cc and Cc names 
and then clicking on "Save changes" button, but the "Save changes" 
button is not available in Bulk Update and I don't know how else to do a 
bulk update  without sending email to Admin Cc and Cc people.


Cheers,
Hossein
 

Kenneth Crocker wrote:
> Hossein,
>
>
>     UH, actually, I thought that clicking the "Update" button for 
> "Bulk Update" (after one has made the type of changes they want to 
> happen to a bunch of tickets, un-checking any ticket that is NOT to be 
> changed) WAS, in fact, a "Save Changes" button. It may not say it but 
> IT certainly ACTS like it. Do you just want to change the Title on the 
> button? The action/results are the same so I don't really understand 
> the problem.
>
>
> Kenn
> LBNL
>
> On 4/2/2008 8:29 AM, Hossein Rafighi wrote:
>> Hi all,
>>
>> I have a question regarding RT update verses Bulk Update. If we don?t 
>> wish a message to be sent to a Cc or Bcc member of any given ticket 
>> we have to check a box in front of their name(s) and then click on 
>> ?Save changes? button, then click on the ?Update Ticket? to 
>> accomplish this which is not a big deal, unless we went wrong during 
>> the installation. However, the ?Save changes? button is not available 
>> in Bulk Update. Is this by design? If not, can it be added? Is there 
>> any other way script or otherwise to achieve this? We are using RT 3.6.4
>>
>> Many thanks in advance for your replies,
>> Hossein
>>
>

-- 
  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
 |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca



From KFCrocker at lbl.gov  Wed Apr  2 15:27:15 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 02 Apr 2008 12:27:15 -0700
Subject: [rt-users] RT Update and Bulk Update
In-Reply-To: <47F3DBFB.4050006@triumf.ca>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
	<589c94400803312028w7097de9do9ad7296b3306cd41@mail.gmail.com>
	<47F3A669.7050608@triumf.ca> <47F3BF88.2010901@lbl.gov>
	<47F3DBFB.4050006@triumf.ca>
Message-ID: <47F3DE13.5080805@lbl.gov>

Hossein,


	AAHH! Now I understand. I thought you were just talking about the way 
it updates. You want THAT without the automatic email when the ticket 
status is changed. HHHMM. I wonder if there is a way to identify when 
the transaction is coming from bulk update? Then you could use that in 
your scrips for resolve, etc. I'mnot sure how to do that. sorry.

Kenn
LBNL

On 4/2/2008 12:18 PM, Hossein Rafighi wrote:
> No. What I want is a way NOT to send email to "Admin Cc" or "Cc" people 
> when ticket(s) are resolved through Bulk Update. I tried "Remove Admin 
> Cc:" but to no avail. I can easily accomplish this when I am resolving 
> tickets individually by checking the boxes next to Admin Cc and Cc names 
> and then clicking on "Save changes" button, but the "Save changes" 
> button is not available in Bulk Update and I don't know how else to do a 
> bulk update  without sending email to Admin Cc and Cc people.
> 
> 
> Cheers,
> Hossein
> 
> 
> Kenneth Crocker wrote:
>> Hossein,
>>
>>
>>     UH, actually, I thought that clicking the "Update" button for 
>> "Bulk Update" (after one has made the type of changes they want to 
>> happen to a bunch of tickets, un-checking any ticket that is NOT to be 
>> changed) WAS, in fact, a "Save Changes" button. It may not say it but 
>> IT certainly ACTS like it. Do you just want to change the Title on the 
>> button? The action/results are the same so I don't really understand 
>> the problem.
>>
>>
>> Kenn
>> LBNL
>>
>> On 4/2/2008 8:29 AM, Hossein Rafighi wrote:
>>> Hi all,
>>>
>>> I have a question regarding RT update verses Bulk Update. If we don?t 
>>> wish a message to be sent to a Cc or Bcc member of any given ticket 
>>> we have to check a box in front of their name(s) and then click on 
>>> ?Save changes? button, then click on the ?Update Ticket? to 
>>> accomplish this which is not a big deal, unless we went wrong during 
>>> the installation. However, the ?Save changes? button is not available 
>>> in Bulk Update. Is this by design? If not, can it be added? Is there 
>>> any other way script or otherwise to achieve this? We are using RT 3.6.4
>>>
>>> Many thanks in advance for your replies,
>>> Hossein
>>>
>>
> 



From npereira at protus.com  Wed Apr  2 15:45:50 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 2 Apr 2008 15:45:50 -0400
Subject: [rt-users] installing on RHEL4
Message-ID: <21044E8C915A7E43B90A1056127160F116AAA9@EXMAIL.protus.org>

Is there an up to date install instruction apart from:

 

http://wiki.bestpractical.com/view/RHEL4InstallGuide

 

 

I see a RPM rt-3.6.6-1.noarch.rpm but it's missing a WACK load of
dependencies....

 

How do I install this RPM and satisfy all dependencies?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From mike.peachey at jennic.com  Wed Apr  2 15:50:56 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 02 Apr 2008 20:50:56 +0100
Subject: [rt-users] installing on RHEL4
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AAA9@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AAA9@EXMAIL.protus.org>
Message-ID: <47F3E3A0.5040805@jennic.com>

Nelson Pereira wrote:
> Is there an up to date install instruction apart from:
> 
> http://wiki.bestpractical.com/view/RHEL4InstallGuide
> 
> 
> I see a RPM rt-3.6.6-1.noarch.rpm but it?s missing a WACK load of 
> dependencies?.
> 
> How do I install this RPM and satisfy all dependencies?

Personally I would recommend ditching the RPM and the RHEL-specific 
installation and doing a manual installation. There a number of reasons 
why this would be preferable, least of all that your RT directory 
structure will remain separate from the rest of your OS and make life 
that much more simple for you.

Aside from that, Red Hat packaged software is asking for trouble as they 
seem to like to change the defaults that developers have worked on 
carefully to whatever they think they should be.

It is for this reason, for example, that you should be careful if you 
upgrade your Perl installation via RPM because the Red Hat defaults 
cause RT to break in attempting to use Scalar::Util.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From stephen.a.cochran.lists at cahir.net  Wed Apr  2 23:22:50 2008
From: stephen.a.cochran.lists at cahir.net (Stephen Cochran)
Date: Wed, 2 Apr 2008 23:22:50 -0400
Subject: [rt-users] Self Service Permissions
Message-ID: <B9385FD3-653C-4237-A57A-0A1B2428362B@cahir.net>


Our unprivileged users can't see the queue names (we have multiple  
queues) in the Self Service interface, the field is just blank. What  
permission is needed to see that field? Currently set up with:

unprivileged:
	CreateTicket
	SeeQueue

requester:
	ReplyToTicket
	ShowTicket

Thanks,
Steve


From stephen.a.cochran.lists at cahir.net  Wed Apr  2 23:42:34 2008
From: stephen.a.cochran.lists at cahir.net (Stephen Cochran)
Date: Wed, 2 Apr 2008 23:42:34 -0400
Subject: [rt-users] Due Date in Ticket Creation Page
Message-ID: <BB38AECB-3A88-4EE1-B511-5806D1A811C7@cahir.net>


Has anyone hacked the Create ticket form to show the due date? Can  
easily create a custom field that shows on the entry form, but seems  
silly since the ticket object already has a due date.


In the archives I noticed a lot posts referencing using PHP etc as a  
front end and just having the forms send mail to RT to be processed  
in. Is that typical, ie what most people do to provide a more flexible  
interface (ajax, etc)?

Thanks,
Steve


From ruz at bestpractical.com  Thu Apr  3 02:31:50 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 3 Apr 2008 10:31:50 +0400
Subject: [rt-users] Due Date in Ticket Creation Page
In-Reply-To: <BB38AECB-3A88-4EE1-B511-5806D1A811C7@cahir.net>
References: <BB38AECB-3A88-4EE1-B511-5806D1A811C7@cahir.net>
Message-ID: <589c94400804022331x59874dd4y74e41db7e2a6ea11@mail.gmail.com>

It's already there. You just have to click show advanced there on
ticket create page.

On Thu, Apr 3, 2008 at 7:42 AM, Stephen Cochran
<stephen.a.cochran.lists at cahir.net> wrote:
>
>  Has anyone hacked the Create ticket form to show the due date? Can
>  easily create a custom field that shows on the entry form, but seems
>  silly since the ticket object already has a due date.
>
>
>  In the archives I noticed a lot posts referencing using PHP etc as a
>  front end and just having the forms send mail to RT to be processed
>  in. Is that typical, ie what most people do to provide a more flexible
>  interface (ajax, etc)?
>
>  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
>



-- 
Best regards, Ruslan.


From weser at osp-dd.de  Thu Apr  3 04:07:44 2008
From: weser at osp-dd.de (Benjamin Weser)
Date: Thu, 03 Apr 2008 10:07:44 +0200
Subject: [rt-users] insert blank columns in query builder
Message-ID: <47F49050.2070501@osp-dd.de>

Hi list,

is there a way to add a blank column to the shown column at "Display 
Columns" in the Query Builder? There is one as default at ShowColumns 
but there is no chance to add another one from Add Columns. Did I miss 
anything or is this not possible yet? I have not found anything at the 
list or the wiki about this issue...

Cheers,
Ben


From terence at deeproot.co.in  Thu Apr  3 04:40:49 2008
From: terence at deeproot.co.in (Terence Monteiro)
Date: Thu, 3 Apr 2008 14:10:49 +0530
Subject: [rt-users] Editing Custom Fields using CLI
In-Reply-To: <20070706161442.GF27590@it.is.rice.edu>
References: <1AC37FBEF7856646AC61A9F285BC14CC03CA85C9@mtn-exch1.sumtotalsystems.com>
	<3354428D-C141-48D5-91C4-7157C38F0182@bestpractical.com>
	<1AC37FBEF7856646AC61A9F285BC14CC03CA8882@mtn-exch1.sumtotalsystems.com>
	<20070706141808.GB27590@it.is.rice.edu>
	<1AC37FBEF7856646AC61A9F285BC14CC03CA88B9@mtn-exch1.sumtotalsystems.com>
	<20070706144724.GC27590@it.is.rice.edu>
	<1AC37FBEF7856646AC61A9F285BC14CC03CA88C2@mtn-exch1.sumtotalsystems.com>
	<20070706145944.GD27590@it.is.rice.edu>
	<1AC37FBEF7856646AC61A9F285BC14CC03CA8908@mtn-exch1.sumtotalsystems.com>
	<20070706161442.GF27590@it.is.rice.edu>
Message-ID: <20080403141049.64f3b339@teribox.holyfamily.in>

Hi,

I'm using RT 3.6.4, which I had installed using the ubuntu repositiries. I'm
using mysql as the backend DBMS. I have a custom field "Month of application",
which I want to set while creating tickets. The queue I want to create
tickets in has this custom field as one of its fields.

The record for this custom field in the CustomFields table has an id = 31

I found a message on the mailing list saying that editing requires you to give the id,
so I tried:

 rt create -t ticket set Queue="Applications" CF-31="April, 2008"
 # Invalid custom field name (31)
 # Ticket 3620 created.

I also tried using the following methods, but none seems to work:

 rt create -t ticket set Queue="Applications" CF.{"Month of application"}="April, 2008"

 rt create -t ticket set Queue="Applications" 'CF.{Month of application}'="April, 2008"

 rt create -t ticket set Queue="Applications" CF-{"Month of application"}="April, 2008"

Each time I got a message like:

 rt: edit: Unrecognised argument 'CF-{"Month of application"}=August, 2007'.
 rt: For help, run 'rt help create'.
 rt: For help, run 'rt help ticket'.

I checked the source of the rt command line. It seems to be expecting a string without
spaces as the field matching the pattern - [a-zA-Z][a-zA-Z0-9_-]* so it seems to me that
if there is a way to assign custom fields having spaces in them from the CLI, there should
be some way to identify the custom field without supplying spaces. Any comments,
Jesse, Ruslan, Kenneth, anyone?

-- 
Regards,
Terence.


From mavsol.rt1 at gmail.com  Thu Apr  3 04:47:50 2008
From: mavsol.rt1 at gmail.com (Armaghan Saqib)
Date: Thu, 03 Apr 2008 13:47:50 +0500
Subject: [rt-users] How can customer (requester) set the priority of tickets.
Message-ID: <47F499B6.2070806@gmail.com>

We allow our customers to keep sending their requirements as new 
tickets. Some times we need to prioritize the work of a specific 
customer and ask customer to let us know his/her priorities.

Is it possible that the customer who is requester can login to the self 
service interface and update the relative priority of his tickets?

Is there some other way this can be accomplished.

Thanks and regards

Armaghan

-- 
Purpose-built SQL-Ledger Hosting
http://www.ledger123.com/

Free trial available.
-- 



From torsten.brumm at Kuehne-Nagel.com  Thu Apr  3 05:03:03 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 3 Apr 2008 11:03:03 +0200
Subject: [rt-users] [ERROR] Request-URI Too Large
In-Reply-To: <47F499B6.2070806@gmail.com>
References: <47F499B6.2070806@gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940119F4B3@w3hamboex11.ger.win.int.kn>

Hi RT Users,

Just tried to export my users (Configuration -> Users -> Download as TAB delimited File) and got this error:

Request-URI Too Large

The requested URL's length exceeds the capacity limit for this server.

Any idea how to fix this? Is this a error from RT (why the URL is so long) or can i change something at the webserver?

Thanks

Torsten

K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne





From andrew.fay at hotmail.co.uk  Thu Apr  3 06:05:59 2008
From: andrew.fay at hotmail.co.uk (andrew fay)
Date: Thu, 3 Apr 2008 10:05:59 +0000
Subject: [rt-users] LDAP
Message-ID: <BLU134-W98A8516410ED91A1C1453C9F70@phx.gbl>


hello,

I am running ubuntu 7.10 with RT 3.6.4 with a mysql database and postfix,

I am trying to allow for LDAP authentication with our windows 2000 server that has active directory on it,

I have followed this guide :
http://wiki.bestpractical.com/view/LDAP

from new installations, but I am getting nothing,

Any ideas?

where would I find a log for LDAP ? I can't find any logs for request-tracker for that matter.. in /var/log/request-tracker3.6 there are no files and in /var/log/syslog it only has log in info for RT,

Any help would be greatly appreciated,

Cheers,

Andy

_________________________________________________________________
The next generation of Windows Live is here
http://www.windowslive.co.uk/get-live
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From mike.peachey at jennic.com  Thu Apr  3 06:17:06 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 03 Apr 2008 11:17:06 +0100
Subject: [rt-users] LDAP
In-Reply-To: <BLU134-W98A8516410ED91A1C1453C9F70@phx.gbl>
References: <BLU134-W98A8516410ED91A1C1453C9F70@phx.gbl>
Message-ID: <47F4AEA2.9060509@jennic.com>

andrew fay wrote:
> hello,
> 
> I am running ubuntu 7.10 with RT 3.6.4 with a mysql database and postfix,
> 
> I am trying to allow for LDAP authentication with our windows 2000 
> server that has active directory on it,
> 
> I have followed this guide :
> http://wiki.bestpractical.com/view/LDAP
> 
> from new installations, but I am getting nothing,
> 
> Any ideas?

Which method of the three are you using?

> where would I find a log for LDAP ? I can't find any logs for 
> request-tracker for that matter.. in /var/log/request-tracker3.6 there 
> are no files and in /var/log/syslog it only has log in info for RT,

It kinda depends on your distribution.. I generally install RT manually 
and therefore the logs sit neatly in $RTHOME/var/log/rt.log

Have you set the LogToFileNamed option in RT_SiteConfig.pm?

> Any help would be greatly appreciated,

You're welcome to stop by #rt on irc.perl.org where I'm happy to provide 
interactive assistance.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From andrew.fay at hotmail.co.uk  Thu Apr  3 06:27:29 2008
From: andrew.fay at hotmail.co.uk (andrew fay)
Date: Thu, 3 Apr 2008 10:27:29 +0000
Subject: [rt-users] LDAP
In-Reply-To: <47F4AEA2.9060509@jennic.com>
References: <BLU134-W98A8516410ED91A1C1453C9F70@phx.gbl>
	<47F4AEA2.9060509@jennic.com>
Message-ID: <BLU134-W22ADC0D6BB3808E80406B6C9F70@phx.gbl>


Hi Mike,

I was trying to get in to the irc room but my workplace's firewall is preventing this at the moment so until I can get access into the router I cannot do that at the moment unfortunatly!

I am pretty much following the guide for new installs half way down the page - 

==========================================================

1. Copy the code from LdapUserLocalOverlay into [=${RTHOME}/local/lib/RT/User_Local.pm] (if it doesn't exist, create it)




2. Copy the config settings from LdapSiteConfigSettings into [=${RTHOME}/etc/RT_SiteConfig.pm] (I'd put it at the end, but it shouldn't matter)




Note Active Directory users should use LdapSiteConfigSettingsForActiveDirectory as a template.




3. Customize the configuration settings; pay careful attention to LdapAttrMap, which is a hash reference to map RT's attributes to the appropriate fields of your LDAP schema. *It's very unlikely that the LdapAttrMap shown in LdapSiteConfigSettings will work for you without customization! In particular, ActiveDirectory users should map:*



Name => 'sAMAccountName'
=================================================================

I have used 
LdapSiteConfigSettingsForActiveDirectory for my settings in RT_SiteConfig.pmas for the log file :

I installed RT via the Synaotic package manager as I am learning to use linux as I go,

What is the excat line I need to put in RT_SiteConfig.pm for the log ?

I never had a LogToFileNamed variable in there to begin with for some reason ?

Cheers,

Andy


> Date: Thu, 3 Apr 2008 11:17:06 +0100
> From: mike.peachey at jennic.com
> To: andrew.fay at hotmail.co.uk; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] LDAP
> 
> andrew fay wrote:
> > hello,
> > 
> > I am running ubuntu 7.10 with RT 3.6.4 with a mysql database and postfix,
> > 
> > I am trying to allow for LDAP authentication with our windows 2000 
> > server that has active directory on it,
> > 
> > I have followed this guide :
> > http://wiki.bestpractical.com/view/LDAP
> > 
> > from new installations, but I am getting nothing,
> > 
> > Any ideas?
> 
> Which method of the three are you using?
> 
> > where would I find a log for LDAP ? I can't find any logs for 
> > request-tracker for that matter.. in /var/log/request-tracker3.6 there 
> > are no files and in /var/log/syslog it only has log in info for RT,
> 
> It kinda depends on your distribution.. I generally install RT manually 
> and therefore the logs sit neatly in $RTHOME/var/log/rt.log
> 
> Have you set the LogToFileNamed option in RT_SiteConfig.pm?
> 
> > Any help would be greatly appreciated,
> 
> You're welcome to stop by #rt on irc.perl.org where I'm happy to provide 
> interactive assistance.
> -- 
> Kind Regards,
> 
> __________________________________________________
> 
> Mike Peachey, IT
> Tel: +44 114 281 2655
> Fax: +44 114 281 2951
> Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
> Comp Reg No: 3191371 - Registered In England
> http://www.jennic.com
> __________________________________________________

_________________________________________________________________
Win 100?s of Virgin Experience days with BigSnapSearch.com
http://www.bigsnapsearch.com
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From andrew.fay at hotmail.co.uk  Thu Apr  3 06:38:37 2008
From: andrew.fay at hotmail.co.uk (andrew fay)
Date: Thu, 3 Apr 2008 10:38:37 +0000
Subject: [rt-users] LDAP
In-Reply-To: <47F4AEA2.9060509@jennic.com>
References: <BLU134-W98A8516410ED91A1C1453C9F70@phx.gbl>
	<47F4AEA2.9060509@jennic.com>
Message-ID: <BLU134-W5066CE1C816AF4FC771814C9F70@phx.gbl>


oh i think i misunderstood the method part there,

I have 

Set($AuthMethods, ['LDAP', 'Internal']);

Set up as my method, is this ok to access another machine with active directory on our internal network ?

Cheers,

Andy

> Date: Thu, 3 Apr 2008 11:17:06 +0100
> From: mike.peachey at jennic.com
> To: andrew.fay at hotmail.co.uk; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] LDAP
> 
> andrew fay wrote:
> > hello,
> > 
> > I am running ubuntu 7.10 with RT 3.6.4 with a mysql database and postfix,
> > 
> > I am trying to allow for LDAP authentication with our windows 2000 
> > server that has active directory on it,
> > 
> > I have followed this guide :
> > http://wiki.bestpractical.com/view/LDAP
> > 
> > from new installations, but I am getting nothing,
> > 
> > Any ideas?
> 
> Which method of the three are you using?
> 
> > where would I find a log for LDAP ? I can't find any logs for 
> > request-tracker for that matter.. in /var/log/request-tracker3.6 there 
> > are no files and in /var/log/syslog it only has log in info for RT,
> 
> It kinda depends on your distribution.. I generally install RT manually 
> and therefore the logs sit neatly in $RTHOME/var/log/rt.log
> 
> Have you set the LogToFileNamed option in RT_SiteConfig.pm?
> 
> > Any help would be greatly appreciated,
> 
> You're welcome to stop by #rt on irc.perl.org where I'm happy to provide 
> interactive assistance.
> -- 
> Kind Regards,
> 
> __________________________________________________
> 
> Mike Peachey, IT
> Tel: +44 114 281 2655
> Fax: +44 114 281 2951
> Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
> Comp Reg No: 3191371 - Registered In England
> http://www.jennic.com
> __________________________________________________

_________________________________________________________________
Welcome to the next generation of Windows Live
http://www.windowslive.co.uk/get-live
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From mike.peachey at jennic.com  Thu Apr  3 06:39:11 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 03 Apr 2008 11:39:11 +0100
Subject: [rt-users] LDAP
In-Reply-To: <BLU134-W22ADC0D6BB3808E80406B6C9F70@phx.gbl>
References: <BLU134-W98A8516410ED91A1C1453C9F70@phx.gbl>
	<47F4AEA2.9060509@jennic.com>
	<BLU134-W22ADC0D6BB3808E80406B6C9F70@phx.gbl>
Message-ID: <47F4B3CF.2050006@jennic.com>

andrew fay wrote:
> Hi Mike,
> 
> I was trying to get in to the irc room but my workplace's firewall is 
> preventing this at the moment so until I can get access into the router 
> I cannot do that at the moment unfortunatly!

Ok.

> 
> I am pretty much following the guide for new installs half way down the 
> page -
> 

Might I recommend that you give my extension a go instead? I'm certainly 
better placed to help you with it. In case it's not clear enough, the 
LDAP page on the wiki contains three solutions. Apache Auth, My 
Extension and Jim Meyer's overlay code on which my extension is based.

> I installed RT via the Synaotic package manager as I am learning to use 
> linux as I go,

This is generally not the best way to do it as it also means you are a 
couple of versions out of date, but it will still work.

> 
> What is the excat line I need to put in RT_SiteConfig.pm for the log ?

Set($LogToSyslog, '');
Set($LogToFile, 'debug');
Set($LogDir, '/var/log/rt');
Set($LogToFileNamed , "rt.log");

These can be found in RT_Config.pm which you should review as soon as 
you can as it contains all of the options you can set. RT_SiteConfig.pm 
is just used to override the defaults in RT_Config.pm

> 
> I never had a LogToFileNamed variable in there to begin with for some 
> reason ?

Because you didn't put one in there yourself. RT_SiteConfig.pm depends 
on you to make the necessary overrides from RT_Config.pm

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From mike.peachey at jennic.com  Thu Apr  3 06:40:29 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 03 Apr 2008 11:40:29 +0100
Subject: [rt-users] LDAP
In-Reply-To: <BLU134-W5066CE1C816AF4FC771814C9F70@phx.gbl>
References: <BLU134-W98A8516410ED91A1C1453C9F70@phx.gbl>
	<47F4AEA2.9060509@jennic.com>
	<BLU134-W5066CE1C816AF4FC771814C9F70@phx.gbl>
Message-ID: <47F4B41D.6070401@jennic.com>

andrew fay wrote:
> oh i think i misunderstood the method part there,
> 
> I have
> 
> Set($AuthMethods, ['LDAP', 'Internal']);
> 
> Set up as my method, is this ok to access another machine with active 
> directory on our internal network ?

Yes, but it's not what I meant by method.. see the post I just fired off 
a second a go (when it turns up on the list) regarding the three methods 
on the LDAP wiki page.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From andrew.fay at hotmail.co.uk  Thu Apr  3 08:55:05 2008
From: andrew.fay at hotmail.co.uk (andrew fay)
Date: Thu, 3 Apr 2008 12:55:05 +0000
Subject: [rt-users] LDAP
In-Reply-To: <47F4B41D.6070401@jennic.com>
References: <BLU134-W98A8516410ED91A1C1453C9F70@phx.gbl>
	<47F4AEA2.9060509@jennic.com>
	<BLU134-W5066CE1C816AF4FC771814C9F70@phx.gbl>
	<47F4B41D.6070401@jennic.com>
Message-ID: <BLU134-W12B75887395564373FDDA8C9F70@phx.gbl>


Hi Mike,

I have installed the ExternalAuth extention,

I now get this error on trying to log in :

What do you think ?

Cheers,

Andy
==============================
System error

 
  error: 
  install_driver(DBI_DRIVER)
failed: Can't locate DBD/DBI_DRIVER.pm in @INC (@INC contains:
/usr/local/share/request-tracker3.6/lib
/usr/share/request-tracker3.6/lib /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 .
/etc/apache2) at (eval 279) line 3.

Stack:
  [(eval 279):3]
  [/usr/lib/perl5/DBI.pm:614]
  [/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:1088]
  [/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:760]
  [/usr/share/request-tracker3.6/html/Callbacks/ExternalAuth/autohandler/Auth:61]
  [/usr/share/request-tracker3.6/html/Elements/Callback:85]
  [/usr/share/request-tracker3.6/html/autohandler:240]
Perhaps the DBD::DBI_DRIVER perl module hasn't been fully installed,
or perhaps the capitalisation of 'DBI_DRIVER' isn't right.
Available drivers: DBM, ExampleP, File, Gofer, Pg, Proxy, Sponge, mysql.
 at /usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm line 1088

 
 
  context: 
  
   

    
     ... 
     

    

    
     98: 
     # whether they should generate a full stack trace (confess() and cluck())
    

    
     99: 
     # or simply report the caller's package (croak() and carp()), respectively.
    

    
     100: 
     # confess() and croak() die, carp() and cluck() warn.
    

    
     101: 
     

    

    
     102: 
     sub croak   { die  shortmess @_ }
    

    
     103: 
     sub confess { die  longmess  @_ }
    

    
     104: 
     sub carp    { warn shortmess @_ }
    

    
     105: 
     sub cluck   { warn longmess  @_ }
    

    
     106: 
     

    

    
     ... 
     

    


   
  
 
 
  code stack: 
  
        /usr/share/perl/5.8/Carp.pm:102

        /usr/lib/perl5/DBI.pm:768

        /usr/lib/perl5/DBI.pm:614

        /usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:1088

        /usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:760

        /usr/share/request-tracker3.6/html/Callbacks/ExternalAuth/autohandler/Auth:61

        /usr/share/request-tracker3.6/html/Elements/Callback:85

        /usr/share/request-tracker3.6/html/autohandler:240

  
 


raw error


=============================

> Date: Thu, 3 Apr 2008 11:40:29 +0100
> From: mike.peachey at jennic.com
> To: andrew.fay at hotmail.co.uk; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] LDAP
> 
> andrew fay wrote:
> > oh i think i misunderstood the method part there,
> > 
> > I have
> > 
> > Set($AuthMethods, ['LDAP', 'Internal']);
> > 
> > Set up as my method, is this ok to access another machine with active 
> > directory on our internal network ?
> 
> Yes, but it's not what I meant by method.. see the post I just fired off 
> a second a go (when it turns up on the list) regarding the three methods 
> on the LDAP wiki page.
> 
> -- 
> Kind Regards,
> 
> __________________________________________________
> 
> Mike Peachey, IT
> Tel: +44 114 281 2655
> Fax: +44 114 281 2951
> Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
> Comp Reg No: 3191371 - Registered In England
> http://www.jennic.com
> __________________________________________________

_________________________________________________________________
Amazing prizes every hour with Live Search Big Snap
http://www.bigsnapsearch.com
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From mike.peachey at jennic.com  Thu Apr  3 09:03:58 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 03 Apr 2008 14:03:58 +0100
Subject: [rt-users] LDAP
In-Reply-To: <BLU134-W12B75887395564373FDDA8C9F70@phx.gbl>
References: <BLU134-W98A8516410ED91A1C1453C9F70@phx.gbl>
	<47F4AEA2.9060509@jennic.com>
	<BLU134-W5066CE1C816AF4FC771814C9F70@phx.gbl>
	<47F4B41D.6070401@jennic.com>
	<BLU134-W12B75887395564373FDDA8C9F70@phx.gbl>
Message-ID: <47F4D5BE.3040208@jennic.com>

andrew fay wrote:
> Hi Mike,
> 
> I have installed the ExternalAuth extention,
> 
> I now get this error on trying to log in :
> 
> What do you think ?

It would appear that you haven't modified the ExternalSettings from the 
default.

You need to remove the example MySQL configuration.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From andrew.fay at hotmail.co.uk  Thu Apr  3 09:26:37 2008
From: andrew.fay at hotmail.co.uk (andrew fay)
Date: Thu, 3 Apr 2008 13:26:37 +0000
Subject: [rt-users] LDAP
In-Reply-To: <47F4D5BE.3040208@jennic.com>
References: <BLU134-W98A8516410ED91A1C1453C9F70@phx.gbl>
	<47F4AEA2.9060509@jennic.com>
	<BLU134-W5066CE1C816AF4FC771814C9F70@phx.gbl>
	<47F4B41D.6070401@jennic.com>
	<BLU134-W12B75887395564373FDDA8C9F70@phx.gbl>
	<47F4D5BE.3040208@jennic.com>
Message-ID: <BLU134-W1358D29506A75ED1A787C2C9F70@phx.gbl>



Hi,



I just left that there for reference, but it is removed now.. almost there,



When I log in with an active directory user now i am getting this in the RT.log



[Thu Apr  3 13:19:43 2008] [debug]: Attempting to use external auth
service: My_LDAP
(/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:63)

[Thu Apr  3 13:19:48 2008] [critical]: RT::User::_GetBoundLdapObj :
Cannot connect to albex.albyn.local
(/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:1026)

[Thu Apr  3 13:19:48 2008] [info]: RT::User::IsExternalPassword
External Auth Failed: fjones
(/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:294)

[Thu Apr  3 13:19:48 2008] [debug]: RT::User::IsPassword External auth
FAILED (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:360)

[Thu Apr  3 13:19:48 2008] [info]: RT::User::IsInternalPassword AUTH
FAILED (no passwd): fjones
(/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:305)

[Thu Apr  3 13:19:48 2008] [debug]: RT::User::IsPassword Internal auth
FAILED (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:366)



albex being the server that active directory is on  and albyn.local being the domain,

my ldap settings are :

{   # AN EXAMPLE LDAP SERVICE
                                'My_LDAP'       =>  {   ## GENERIC SECTION
                                                        # The type of service (db/ldap/cookie) 
                                                        'type'                      =>  'ldap',
                                                        # Should the service be used for authentication?
                                                        'auth'                      =>  1,
                                                        # Should the service be used for information?
                                                        'info'                      =>  1,
                                                        # The server hosting the service
                                                        'server'                    =>  'albex.albyn.local',
                                                        ## SERVICE-SPECIFIC SECTION
                                                        # The LDAP search base
                                                        'base'                      =>  'ou=aber,dc=albyn,dc=local',
                                                        # The filter to use to match RT-Users
                                                        'filter'                    =>  '(FILTER_STRING)',
                                                        # The filter that will only match disabled users
                                                        'd_filter'                  =>  '(FILTER_STRING)',
                                                        # Should we try to use TLS to encrypt connections?
                                                        'tls'                       =>  0,
                                                        # What other args should I pass to Net::LDAP->new($host, at args)?
                                                        'net_ldap_args'             => [    version =>  3   ],
                                                        # Does authentication depend on group membership? What group name?
                                                        'group'                     =>  'GROUP_NAME',
                                                        # What is the attribute for the group object that determines membership?
                                                        'group_attr'                =>  'GROUP_ATTR',
                                                        ## RT ATTRIBUTE MATCHING SECTION
                                                        # The list of RT attributes that uniquely identify a user
                                                        'attr_match_list'           => [    'Name',
                                                                                            'EmailAddress', 
                                                                                            'RealName',
                                                                                            'WorkPhone', 
                                                                                            'Address2'
                                                                                        ],
                                                        # The mapping of RT attributes on to LDAP attributes
                                                        'attr_map'                  =>  {   'Name' => 'sAMAccountName',
                                                                                            'EmailAddress' => 'mail',
                                                                                            'Organization' => 'physicalDeliveryOfficeName',
                                                                                            'RealName' => 'cn',
                                                                                            'ExternalAuthId' => 'sAMAccountName',
                                                                                            'Gecos' => 'sAMAccountName',
                                                                                            'WorkPhone' => 'telephoneNumber',
                                                                                            'Address1' => 'streetAddress',
                                                                                            'City' => 'l',
                                                                                            'State' => 'st',
                                                                                            'Zip' => 'postalCode',
                                                                                            'Country' => 'co'
                                                                                        }
                                                    }
                                }

Thanks for the help,

It is much appreciated I am quite new to all of this!

Andy





> Date: Thu, 3 Apr 2008 14:03:58 +0100
> From: mike.peachey at jennic.com
> To: andrew.fay at hotmail.co.uk; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] LDAP
> 
> andrew fay wrote:
> > Hi Mike,
> > 
> > I have installed the ExternalAuth extention,
> > 
> > I now get this error on trying to log in :
> > 
> > What do you think ?
> 
> It would appear that you haven't modified the ExternalSettings from the 
> default.
> 
> You need to remove the example MySQL configuration.
> 
> -- 
> Kind Regards,
> 
> __________________________________________________
> 
> Mike Peachey, IT
> Tel: +44 114 281 2655
> Fax: +44 114 281 2951
> Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
> Comp Reg No: 3191371 - Registered In England
> http://www.jennic.com
> __________________________________________________

_________________________________________________________________
Get Hotmail on your mobile. Text MSN to 63463 now!
http://mobile.uk.msn.com/pc/mail.aspx
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From andrew.fay at hotmail.co.uk  Thu Apr  3 09:37:06 2008
From: andrew.fay at hotmail.co.uk (andrew fay)
Date: Thu, 3 Apr 2008 13:37:06 +0000
Subject: [rt-users] LDAP
In-Reply-To: <47F4D5BE.3040208@jennic.com>
References: <BLU134-W98A8516410ED91A1C1453C9F70@phx.gbl>
	<47F4AEA2.9060509@jennic.com>
	<BLU134-W5066CE1C816AF4FC771814C9F70@phx.gbl>
	<47F4B41D.6070401@jennic.com>
	<BLU134-W12B75887395564373FDDA8C9F70@phx.gbl>
	<47F4D5BE.3040208@jennic.com>
Message-ID: <BLU134-W516BB6A89D895A573BC446C9F70@phx.gbl>


I think our server requires a user to authenticate before performing LDAP searches.. where can I enter this info ?

Cheers,

Andy

> Date: Thu, 3 Apr 2008 14:03:58 +0100
> From: mike.peachey at jennic.com
> To: andrew.fay at hotmail.co.uk; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] LDAP
> 
> andrew fay wrote:
> > Hi Mike,
> > 
> > I have installed the ExternalAuth extention,
> > 
> > I now get this error on trying to log in :
> > 
> > What do you think ?
> 
> It would appear that you haven't modified the ExternalSettings from the 
> default.
> 
> You need to remove the example MySQL configuration.
> 
> -- 
> Kind Regards,
> 
> __________________________________________________
> 
> Mike Peachey, IT
> Tel: +44 114 281 2655
> Fax: +44 114 281 2951
> Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
> Comp Reg No: 3191371 - Registered In England
> http://www.jennic.com
> __________________________________________________

_________________________________________________________________
Win 100?s of Virgin Experience days with BigSnapSearch.com
http://www.bigsnapsearch.com
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From mike.peachey at jennic.com  Thu Apr  3 09:51:58 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 03 Apr 2008 14:51:58 +0100
Subject: [rt-users] LDAP
In-Reply-To: <BLU134-W1358D29506A75ED1A787C2C9F70@phx.gbl>
References: <BLU134-W98A8516410ED91A1C1453C9F70@phx.gbl>
	<47F4AEA2.9060509@jennic.com>
	<BLU134-W5066CE1C816AF4FC771814C9F70@phx.gbl>
	<47F4B41D.6070401@jennic.com>
	<BLU134-W12B75887395564373FDDA8C9F70@phx.gbl>
	<47F4D5BE.3040208@jennic.com>
	<BLU134-W1358D29506A75ED1A787C2C9F70@phx.gbl>
Message-ID: <47F4E0FE.8010902@jennic.com>

andrew fay wrote:
> Hi,
> 
> I just left that there for reference, but it is removed now.. almost there,
> 
> When I log in with an active directory user now i am getting this in the 
> RT.log
> 
> [Thu Apr  3 13:19:43 2008] [debug]: Attempting to use external auth 
> service: My_LDAP 
> (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:63)
> [Thu Apr  3 13:19:48 2008] [critical]: RT::User::_GetBoundLdapObj : 
> Cannot connect to albex.albyn.local 

The problem ^^

> my ldap settings are :
> 
> # The filter to use to match RT-Users
> 'filter'                    =>  '(FILTER_STRING)',
 >
> # The filter that will only match disabled users
> 'd_filter'                  =>  '(FILTER_STRING)',

You must replace FILTER_STRING with a valid LDAP filter.

For Active Directory where you want all users to match and disabled 
users in active directory should be disabled in RT:

'filter' => '(objectclass=Person)',
'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)',

> # Does authentication depend on group membership? What group name?
>                                                         
> 'group'                     =>  'GROUP_NAME',
 >
> # What is the 
> attribute for the group object that determines membership?
>                                                         
> 'group_attr'                =>  'GROUP_ATTR',

If you don't plan on using the group attributes, you should remove them 
from the config altogether.

 > I think our server requires a user to authenticate before performing
 > LDAP searches.. where can I enter this info ?

It seems I forgot to add these to the default config as our server 
allows anonymous searches.

inside the ldap config, add lines for user and pass:

'user' => 'ldap_username_for_rt',
'pass' => 'ldap_password_for_rt',

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From mike.peachey at jennic.com  Thu Apr  3 10:22:38 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 03 Apr 2008 15:22:38 +0100
Subject: [rt-users] LDAP
In-Reply-To: <47F4E0FE.8010902@jennic.com>
References: <BLU134-W98A8516410ED91A1C1453C9F70@phx.gbl>	<47F4AEA2.9060509@jennic.com>	<BLU134-W5066CE1C816AF4FC771814C9F70@phx.gbl>	<47F4B41D.6070401@jennic.com>	<BLU134-W12B75887395564373FDDA8C9F70@phx.gbl>	<47F4D5BE.3040208@jennic.com>	<BLU134-W1358D29506A75ED1A787C2C9F70@phx.gbl>
	<47F4E0FE.8010902@jennic.com>
Message-ID: <47F4E82E.8060405@jennic.com>

Mike Peachey wrote:
> andrew fay wrote:
 >
> It seems I forgot to add these to the default config as our server 
> allows anonymous searches.

RT-Authen-ExternalAuth-0.04 has just been uploaded to CPAN with the new 
example config options, although it's of little use to you now :)

I have credited you in the changelog though :p

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From andrew.fay at hotmail.co.uk  Thu Apr  3 10:42:53 2008
From: andrew.fay at hotmail.co.uk (andrew fay)
Date: Thu, 3 Apr 2008 14:42:53 +0000
Subject: [rt-users] LDAP
In-Reply-To: <47F4E82E.8060405@jennic.com>
References: <BLU134-W98A8516410ED91A1C1453C9F70@phx.gbl>
	<47F4AEA2.9060509@jennic.com>	<BLU134-W5066CE1C816AF4FC771814C9F70@phx.gbl>
	<47F4B41D.6070401@jennic.com>	<BLU134-W12B75887395564373FDDA8C9F70@phx.gbl>
	<47F4D5BE.3040208@jennic.com>	<BLU134-W1358D29506A75ED1A787C2C9F70@phx.gbl>
	<47F4E0FE.8010902@jennic.com> <47F4E82E.8060405@jennic.com>
Message-ID: <BLU134-W53B77BD28653F4944B9FC5C9F70@phx.gbl>


heh,

I am still trying to get this set up! looking good though,

cheers,

> Date: Thu, 3 Apr 2008 15:22:38 +0100
> From: mike.peachey at jennic.com
> To: andrew.fay at hotmail.co.uk
> CC: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] LDAP
> 
> Mike Peachey wrote:
> > andrew fay wrote:
>  >
> > It seems I forgot to add these to the default config as our server 
> > allows anonymous searches.
> 
> RT-Authen-ExternalAuth-0.04 has just been uploaded to CPAN with the new 
> example config options, although it's of little use to you now :)
> 
> I have credited you in the changelog though :p
> 
> -- 
> Kind Regards,
> 
> __________________________________________________
> 
> Mike Peachey, IT
> Tel: +44 114 281 2655
> Fax: +44 114 281 2951
> Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
> Comp Reg No: 3191371 - Registered In England
> http://www.jennic.com
> __________________________________________________

_________________________________________________________________
Get Hotmail on your mobile. Text MSN to 63463 now!
http://mobile.uk.msn.com/pc/mail.aspx
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From npereira at protus.com  Thu Apr  3 10:56:09 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 3 Apr 2008 10:56:09 -0400
Subject: [rt-users] New install (second chance)
Message-ID: <21044E8C915A7E43B90A1056127160F116AB28@EXMAIL.protus.org>

Hi,

 

Trying this install again but this time with a RHEL4 box.

Downloaded the tar.gz, unpacked, installed all perl modules, testdeps
all is fine... Then:

Here is the output of ./configure and ./make install

Can someone tell me what my problem is and how to fix it?

 

 

[root at netnet-ems rt-3.6.6]#

[root at netnet-ems rt-3.6.6]#

[root at netnet-ems rt-3.6.6]# ./configure

checking for a BSD-compatible install... /usr/bin/install -c

checking for gawk... gawk

checking for perl... /usr/bin/perl

checking for chosen layout... RT3

checking if user www exists... not found

checking if user www-data exists... not found

checking if user apache exists... found

checking if group www exists... not found

checking if group www-data exists... not found

checking if group apache exists... found

checking if group rt3 exists... not found

checking if group rt exists... not found

checking if group apache exists... found

checking if database name is valid... yes

configure: creating ./config.status

config.status: creating sbin/rt-dump-database

config.status: creating sbin/rt-setup-database

config.status: creating sbin/rt-test-dependencies

config.status: creating bin/mason_handler.fcgi

config.status: creating bin/mason_handler.scgi

config.status: creating bin/standalone_httpd

config.status: creating bin/rt-crontool

config.status: creating bin/rt-mailgate

config.status: creating bin/rt

config.status: creating Makefile

config.status: creating etc/RT_Config.pm

config.status: creating lib/RT.pm

config.status: creating bin/mason_handler.svc

config.status: creating bin/webmux.pl

[root at netnet-ems rt-3.6.6]# make install

mkdir -p //opt/rt3/etc

cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm

[ -f //opt/rt3/etc/RT_SiteConfig.pm ] || cp etc/RT_SiteConfig.pm
//opt/rt3/etc/RT_SiteConfig.pm

chgrp apache //opt/rt3/etc/RT_Config.pm

chown root //opt/rt3/etc/RT_Config.pm

chgrp apache //opt/rt3/etc/RT_SiteConfig.pm

chown root //opt/rt3/etc/RT_SiteConfig.pm

Installed configuration. about to install rt in  /opt/rt3

mkdir -p //opt/rt3/var/log

mkdir -p //opt/rt3/var/mason_data

mkdir -p //opt/rt3/var/mason_data/cache

mkdir -p //opt/rt3/var/mason_data/etc

mkdir -p //opt/rt3/var/mason_data/obj

mkdir -p //opt/rt3/var/session_data

mkdir -p //opt/rt3/share/html

mkdir -p //opt/rt3/local/html

mkdir -p //opt/rt3/local/etc

mkdir -p //opt/rt3/local/lib

mkdir -p //opt/rt3/local/po

[ -d //opt/rt3/lib ] || mkdir -p //opt/rt3/lib

cp -rp lib/* //opt/rt3/lib

mkdir -p //opt/rt3/etc

cp -rp \

etc/acl.* \

        etc/initialdata \

        etc/schema.* \

        //opt/rt3/etc

mkdir -p //opt/rt3/bin

chmod +x bin/rt-mailgate \

        bin/rt-crontool

cp -rp \

        bin/rt-mailgate \

        bin/mason_handler.fcgi \

        bin/mason_handler.scgi \

        bin/standalone_httpd \

        bin/mason_handler.svc \

        bin/rt \

        bin/webmux.pl \

        bin/rt-crontool \

        //opt/rt3/bin

mkdir -p //opt/rt3/sbin

chmod +x \

        sbin/rt-dump-database \

        sbin/rt-setup-database \

        sbin/rt-test-dependencies

cp -rp \

        sbin/rt-dump-database \

        sbin/rt-setup-database \

        sbin/rt-test-dependencies \

        //opt/rt3/sbin

[ -d //opt/rt3/share/html ] || mkdir -p //opt/rt3/share/html

cp -rp ./html/* //opt/rt3/share/html

cp -rp ./local/html/* //opt/rt3/local/html

cp: cannot stat `./local/html/*': No such file or directory

make: [local-install] Error 1 (ignored)

cp -rp ./local/po/* //opt/rt3/local/po

cp: cannot stat `./local/po/*': No such file or directory

make: [local-install] Error 1 (ignored)

cp -rp ./local/etc/* //opt/rt3/local/etc

cp: cannot stat `./local/etc/*': No such file or directory

make: [local-install] Error 1 (ignored)

# RT 3.0.0 - RT 3.0.2 would accidentally create a file instead of a dir

[ -f //opt/rt3/share/doc ] && rm //opt/rt3/share/doc

make: [doc-install] Error 1 (ignored)

[ -d //opt/rt3/share/doc ] || mkdir -p //opt/rt3/share/doc

cp -rp ./README //opt/rt3/share/doc

# Make the libraries readable

chmod 0755 //opt/rt3

chown -R root //opt/rt3/lib

chgrp -R bin //opt/rt3/lib

chmod -R  u+rwX,go-w,go+rX      //opt/rt3/lib

chmod 0755 //opt/rt3/bin

chmod 0755 //opt/rt3/bin

chmod 0755 //opt/rt3/etc

chmod 0500 //opt/rt3/etc/*

#TODO: the config file should probably be able to have its

# owner set separately from the binaries.

chown -R root //opt/rt3/etc

chgrp -R apache //opt/rt3/etc

chmod 0550 //opt/rt3/etc/RT_Config.pm

chmod 0550 //opt/rt3/etc/RT_SiteConfig.pm

# Make the interfaces executable

chown root //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate
//opt/rt3/bin/rt //opt/rt3/bin/rt-crontool
//opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi
//opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc

chgrp apache //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate
//opt/rt3/bin/rt //opt/rt3/bin/rt-crontool
//opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi
//opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc

chmod 0755  //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate
//opt/rt3/bin/rt //opt/rt3/bin/rt-crontool
//opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi
//opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc

# Make the web ui readable by all.

chmod -R  u+rwX,go-w,go+rX      //opt/rt3/share/html \

                                //opt/rt3/local/html \

                                //opt/rt3/local/po

chown -R root   //opt/rt3/share/html \

                        //opt/rt3/local/html

chgrp -R bin    //opt/rt3/share/html \

                        //opt/rt3/local/html

# Make the web ui's data dir writable

chmod 0770      //opt/rt3/var/mason_data \

                //opt/rt3/var/session_data

chown -R apache         //opt/rt3/var/mason_data \

                        //opt/rt3/var/session_data

chgrp -R apache         //opt/rt3/var/mason_data \

                        //opt/rt3/var/session_data

Congratulations. RT has been installed.

 

 

You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm.

 

(You will definitely need to set RT's database password in

/opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be

very dangerous.  Note that you do not have to manually add a

database user or set up a database for RT.  These actions will be

taken care of in the next step.)

 

After that, you need to initialize RT's database by running

 'make initialize-database'

[root at netnet-ems rt-3.6.6]# make initialize-database

/usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root
--prompt-for-dba-password

In order to create or update your RT database,this script needs to
connect to your mysql instance on localhost as root.

Please specify that user's database password below. If the user has no
database

password, just press return.

 

Password:

Now creating a database for RT.

Creating mysql database rt3.

Now populating database schema.

Creating database schema.

Transactions not supported by database at
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBI.pm line
1668, <SCHEMA> line 463.

make: *** [initialize-database] Error 2

[root at netnet-ems rt-3.6.6]#

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From barnesaw at ucrwcu.rwc.uc.edu  Thu Apr  3 11:12:47 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 03 Apr 2008 11:12:47 -0400
Subject: [rt-users] New install (second chance)
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AB28@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AB28@EXMAIL.protus.org>
Message-ID: <47F4F3EF.3090507@ucrwcu.rwc.uc.edu>

# cat README | grep configure
2   Run the "configure" script.
       ./configure --help to see the list of options
       ./configure (with the flags you want)


Nelson Pereira wrote:
>
> Hi,
>
>  
>
> Trying this install again but this time with a RHEL4 box.
>
> Downloaded the tar.gz, unpacked, installed all perl modules, testdeps 
> all is fine? Then:
>
> Here is the output of ./configure and ./make install
>
> Can someone tell me what my problem is and how to fix it?
>
>  
>
>  
>
> [root at netnet-ems rt-3.6.6]#
>
> [root at netnet-ems rt-3.6.6]#
>
> [root at netnet-ems rt-3.6.6]# ./configure
>
> checking for a BSD-compatible install... /usr/bin/install -c
>
> checking for gawk... gawk
>
> checking for perl... /usr/bin/perl
>
> checking for chosen layout... RT3
>
> checking if user www exists... not found
>
> checking if user www-data exists... not found
>
> checking if user apache exists... found
>
> checking if group www exists... not found
>
> checking if group www-data exists... not found
>
> checking if group apache exists... found
>
> checking if group rt3 exists... not found
>
> checking if group rt exists... not found
>
> checking if group apache exists... found
>
> checking if database name is valid... yes
>
> configure: creating ./config.status
>
> config.status: creating sbin/rt-dump-database
>
> config.status: creating sbin/rt-setup-database
>
> config.status: creating sbin/rt-test-dependencies
>
> config.status: creating bin/mason_handler.fcgi
>
> config.status: creating bin/mason_handler.scgi
>
> config.status: creating bin/standalone_httpd
>
> config.status: creating bin/rt-crontool
>
> config.status: creating bin/rt-mailgate
>
> config.status: creating bin/rt
>
> config.status: creating Makefile
>
> config.status: creating etc/RT_Config.pm
>
> config.status: creating lib/RT.pm
>
> config.status: creating bin/mason_handler.svc
>
> config.status: creating bin/webmux.pl
>
> [root at netnet-ems rt-3.6.6]# make install
>
> mkdir -p //opt/rt3/etc
>
> cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm
>
> [ -f //opt/rt3/etc/RT_SiteConfig.pm ] || cp etc/RT_SiteConfig.pm 
> //opt/rt3/etc/RT_SiteConfig.pm
>
> chgrp apache //opt/rt3/etc/RT_Config.pm
>
> chown root //opt/rt3/etc/RT_Config.pm
>
> chgrp apache //opt/rt3/etc/RT_SiteConfig.pm
>
> chown root //opt/rt3/etc/RT_SiteConfig.pm
>
> Installed configuration. about to install rt in  /opt/rt3
>
> mkdir -p //opt/rt3/var/log
>
> mkdir -p //opt/rt3/var/mason_data
>
> mkdir -p //opt/rt3/var/mason_data/cache
>
> mkdir -p //opt/rt3/var/mason_data/etc
>
> mkdir -p //opt/rt3/var/mason_data/obj
>
> mkdir -p //opt/rt3/var/session_data
>
> mkdir -p //opt/rt3/share/html
>
> mkdir -p //opt/rt3/local/html
>
> mkdir -p //opt/rt3/local/etc
>
> mkdir -p //opt/rt3/local/lib
>
> mkdir -p //opt/rt3/local/po
>
> [ -d //opt/rt3/lib ] || mkdir -p //opt/rt3/lib
>
> cp -rp lib/* //opt/rt3/lib
>
> mkdir -p //opt/rt3/etc
>
> cp -rp \
>
> etc/acl.* \
>
>         etc/initialdata \
>
>         etc/schema.* \
>
>         //opt/rt3/etc
>
> mkdir -p //opt/rt3/bin
>
> chmod +x bin/rt-mailgate \
>
>         bin/rt-crontool
>
> cp -rp \
>
>         bin/rt-mailgate \
>
>         bin/mason_handler.fcgi \
>
>         bin/mason_handler.scgi \
>
>         bin/standalone_httpd \
>
>         bin/mason_handler.svc \
>
>         bin/rt \
>
>         bin/webmux.pl \
>
>         bin/rt-crontool \
>
>         //opt/rt3/bin
>
> mkdir -p //opt/rt3/sbin
>
> chmod +x \
>
>         sbin/rt-dump-database \
>
>         sbin/rt-setup-database \
>
>         sbin/rt-test-dependencies
>
> cp -rp \
>
>         sbin/rt-dump-database \
>
>         sbin/rt-setup-database \
>
>         sbin/rt-test-dependencies \
>
>         //opt/rt3/sbin
>
> [ -d //opt/rt3/share/html ] || mkdir -p //opt/rt3/share/html
>
> cp -rp ./html/* //opt/rt3/share/html
>
> cp -rp ./local/html/* //opt/rt3/local/html
>
> cp: cannot stat `./local/html/*': No such file or directory
>
> make: [local-install] Error 1 (ignored)
>
> cp -rp ./local/po/* //opt/rt3/local/po
>
> cp: cannot stat `./local/po/*': No such file or directory
>
> make: [local-install] Error 1 (ignored)
>
> cp -rp ./local/etc/* //opt/rt3/local/etc
>
> cp: cannot stat `./local/etc/*': No such file or directory
>
> make: [local-install] Error 1 (ignored)
>
> # RT 3.0.0 - RT 3.0.2 would accidentally create a file instead of a dir
>
> [ -f //opt/rt3/share/doc ] && rm //opt/rt3/share/doc
>
> make: [doc-install] Error 1 (ignored)
>
> [ -d //opt/rt3/share/doc ] || mkdir -p //opt/rt3/share/doc
>
> cp -rp ./README //opt/rt3/share/doc
>
> # Make the libraries readable
>
> chmod 0755 //opt/rt3
>
> chown -R root //opt/rt3/lib
>
> chgrp -R bin //opt/rt3/lib
>
> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/lib
>
> chmod 0755 //opt/rt3/bin
>
> chmod 0755 //opt/rt3/bin
>
> chmod 0755 //opt/rt3/etc
>
> chmod 0500 //opt/rt3/etc/*
>
> #TODO: the config file should probably be able to have its
>
> # owner set separately from the binaries.
>
> chown -R root //opt/rt3/etc
>
> chgrp -R apache //opt/rt3/etc
>
> chmod 0550 //opt/rt3/etc/RT_Config.pm
>
> chmod 0550 //opt/rt3/etc/RT_SiteConfig.pm
>
> # Make the interfaces executable
>
> chown root //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate 
> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool 
> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi 
> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
>
> chgrp apache //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate 
> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool 
> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi 
> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
>
> chmod 0755  //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate 
> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool 
> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi 
> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
>
> # Make the web ui readable by all.
>
> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/share/html \
>
>                                 //opt/rt3/local/html \
>
>                                 //opt/rt3/local/po
>
> chown -R root   //opt/rt3/share/html \
>
>                         //opt/rt3/local/html
>
> chgrp -R bin    //opt/rt3/share/html \
>
>                         //opt/rt3/local/html
>
> # Make the web ui's data dir writable
>
> chmod 0770      //opt/rt3/var/mason_data \
>
>                 //opt/rt3/var/session_data
>
> chown -R apache         //opt/rt3/var/mason_data \
>
>                         //opt/rt3/var/session_data
>
> chgrp -R apache         //opt/rt3/var/mason_data \
>
>                         //opt/rt3/var/session_data
>
> Congratulations. RT has been installed.
>
>  
>
>  
>
> You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm.
>
>  
>
> (You will definitely need to set RT's database password in
>
> /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be
>
> very dangerous.  Note that you do not have to manually add a
>
> database user or set up a database for RT.  These actions will be
>
> taken care of in the next step.)
>
>  
>
> After that, you need to initialize RT's database by running
>
>  'make initialize-database'
>
> [root at netnet-ems rt-3.6.6]# make initialize-database
>
> /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba 
> root --prompt-for-dba-password
>
> In order to create or update your RT database,this script needs to 
> connect to your mysql instance on localhost as root.
>
> Please specify that user's database password below. If the user has no 
> database
>
> password, just press return.
>
>  
>
> Password:
>
> Now creating a database for RT.
>
> Creating mysql database rt3.
>
> Now populating database schema.
>
> Creating database schema.
>
> Transactions not supported by database at 
> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBI.pm line 
> 1668, <SCHEMA> line 463.
>
> make: *** [initialize-database] Error 2
>
> [root at netnet-ems rt-3.6.6]#
>
>  
>
>  
>
> *Nelson Pereira*
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com <mailto:npereira at protus.com>
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com <http://www.myfax.com>
>
> Refer your friends and colleagues to MyFax!
> Click here for more information. 
> <http://www.myfax.com/referral_program.asp>
>
> 	
>
> www.MyFax.com <http://www.myfax.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 npereira at protus.com  Thu Apr  3 11:46:51 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 3 Apr 2008 11:46:51 -0400
Subject: [rt-users] New install (second chance)
In-Reply-To: <47F4F3EF.3090507@ucrwcu.rwc.uc.edu>
References: <21044E8C915A7E43B90A1056127160F116AB28@EXMAIL.protus.org>
	<47F4F3EF.3090507@ucrwcu.rwc.uc.edu>
Message-ID: <21044E8C915A7E43B90A1056127160F116AB40@EXMAIL.protus.org>

I don't even know what flags to use...?!?



Nelson Pereira 

Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: Thursday, April 03, 2008 11:13 AM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install (second chance)

# cat README | grep configure
2   Run the "configure" script.
       ./configure --help to see the list of options
       ./configure (with the flags you want)


Nelson Pereira wrote:
>
> Hi,
>
>  
>
> Trying this install again but this time with a RHEL4 box.
>
> Downloaded the tar.gz, unpacked, installed all perl modules, testdeps 
> all is fine... Then:
>
> Here is the output of ./configure and ./make install
>
> Can someone tell me what my problem is and how to fix it?
>
>  
>
>  
>
> [root at netnet-ems rt-3.6.6]#
>
> [root at netnet-ems rt-3.6.6]#
>
> [root at netnet-ems rt-3.6.6]# ./configure
>
> checking for a BSD-compatible install... /usr/bin/install -c
>
> checking for gawk... gawk
>
> checking for perl... /usr/bin/perl
>
> checking for chosen layout... RT3
>
> checking if user www exists... not found
>
> checking if user www-data exists... not found
>
> checking if user apache exists... found
>
> checking if group www exists... not found
>
> checking if group www-data exists... not found
>
> checking if group apache exists... found
>
> checking if group rt3 exists... not found
>
> checking if group rt exists... not found
>
> checking if group apache exists... found
>
> checking if database name is valid... yes
>
> configure: creating ./config.status
>
> config.status: creating sbin/rt-dump-database
>
> config.status: creating sbin/rt-setup-database
>
> config.status: creating sbin/rt-test-dependencies
>
> config.status: creating bin/mason_handler.fcgi
>
> config.status: creating bin/mason_handler.scgi
>
> config.status: creating bin/standalone_httpd
>
> config.status: creating bin/rt-crontool
>
> config.status: creating bin/rt-mailgate
>
> config.status: creating bin/rt
>
> config.status: creating Makefile
>
> config.status: creating etc/RT_Config.pm
>
> config.status: creating lib/RT.pm
>
> config.status: creating bin/mason_handler.svc
>
> config.status: creating bin/webmux.pl
>
> [root at netnet-ems rt-3.6.6]# make install
>
> mkdir -p //opt/rt3/etc
>
> cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm
>
> [ -f //opt/rt3/etc/RT_SiteConfig.pm ] || cp etc/RT_SiteConfig.pm 
> //opt/rt3/etc/RT_SiteConfig.pm
>
> chgrp apache //opt/rt3/etc/RT_Config.pm
>
> chown root //opt/rt3/etc/RT_Config.pm
>
> chgrp apache //opt/rt3/etc/RT_SiteConfig.pm
>
> chown root //opt/rt3/etc/RT_SiteConfig.pm
>
> Installed configuration. about to install rt in  /opt/rt3
>
> mkdir -p //opt/rt3/var/log
>
> mkdir -p //opt/rt3/var/mason_data
>
> mkdir -p //opt/rt3/var/mason_data/cache
>
> mkdir -p //opt/rt3/var/mason_data/etc
>
> mkdir -p //opt/rt3/var/mason_data/obj
>
> mkdir -p //opt/rt3/var/session_data
>
> mkdir -p //opt/rt3/share/html
>
> mkdir -p //opt/rt3/local/html
>
> mkdir -p //opt/rt3/local/etc
>
> mkdir -p //opt/rt3/local/lib
>
> mkdir -p //opt/rt3/local/po
>
> [ -d //opt/rt3/lib ] || mkdir -p //opt/rt3/lib
>
> cp -rp lib/* //opt/rt3/lib
>
> mkdir -p //opt/rt3/etc
>
> cp -rp \
>
> etc/acl.* \
>
>         etc/initialdata \
>
>         etc/schema.* \
>
>         //opt/rt3/etc
>
> mkdir -p //opt/rt3/bin
>
> chmod +x bin/rt-mailgate \
>
>         bin/rt-crontool
>
> cp -rp \
>
>         bin/rt-mailgate \
>
>         bin/mason_handler.fcgi \
>
>         bin/mason_handler.scgi \
>
>         bin/standalone_httpd \
>
>         bin/mason_handler.svc \
>
>         bin/rt \
>
>         bin/webmux.pl \
>
>         bin/rt-crontool \
>
>         //opt/rt3/bin
>
> mkdir -p //opt/rt3/sbin
>
> chmod +x \
>
>         sbin/rt-dump-database \
>
>         sbin/rt-setup-database \
>
>         sbin/rt-test-dependencies
>
> cp -rp \
>
>         sbin/rt-dump-database \
>
>         sbin/rt-setup-database \
>
>         sbin/rt-test-dependencies \
>
>         //opt/rt3/sbin
>
> [ -d //opt/rt3/share/html ] || mkdir -p //opt/rt3/share/html
>
> cp -rp ./html/* //opt/rt3/share/html
>
> cp -rp ./local/html/* //opt/rt3/local/html
>
> cp: cannot stat `./local/html/*': No such file or directory
>
> make: [local-install] Error 1 (ignored)
>
> cp -rp ./local/po/* //opt/rt3/local/po
>
> cp: cannot stat `./local/po/*': No such file or directory
>
> make: [local-install] Error 1 (ignored)
>
> cp -rp ./local/etc/* //opt/rt3/local/etc
>
> cp: cannot stat `./local/etc/*': No such file or directory
>
> make: [local-install] Error 1 (ignored)
>
> # RT 3.0.0 - RT 3.0.2 would accidentally create a file instead of a
dir
>
> [ -f //opt/rt3/share/doc ] && rm //opt/rt3/share/doc
>
> make: [doc-install] Error 1 (ignored)
>
> [ -d //opt/rt3/share/doc ] || mkdir -p //opt/rt3/share/doc
>
> cp -rp ./README //opt/rt3/share/doc
>
> # Make the libraries readable
>
> chmod 0755 //opt/rt3
>
> chown -R root //opt/rt3/lib
>
> chgrp -R bin //opt/rt3/lib
>
> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/lib
>
> chmod 0755 //opt/rt3/bin
>
> chmod 0755 //opt/rt3/bin
>
> chmod 0755 //opt/rt3/etc
>
> chmod 0500 //opt/rt3/etc/*
>
> #TODO: the config file should probably be able to have its
>
> # owner set separately from the binaries.
>
> chown -R root //opt/rt3/etc
>
> chgrp -R apache //opt/rt3/etc
>
> chmod 0550 //opt/rt3/etc/RT_Config.pm
>
> chmod 0550 //opt/rt3/etc/RT_SiteConfig.pm
>
> # Make the interfaces executable
>
> chown root //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate 
> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool 
> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi 
> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
>
> chgrp apache //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate 
> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool 
> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi 
> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
>
> chmod 0755  //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate 
> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool 
> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi 
> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
>
> # Make the web ui readable by all.
>
> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/share/html \
>
>                                 //opt/rt3/local/html \
>
>                                 //opt/rt3/local/po
>
> chown -R root   //opt/rt3/share/html \
>
>                         //opt/rt3/local/html
>
> chgrp -R bin    //opt/rt3/share/html \
>
>                         //opt/rt3/local/html
>
> # Make the web ui's data dir writable
>
> chmod 0770      //opt/rt3/var/mason_data \
>
>                 //opt/rt3/var/session_data
>
> chown -R apache         //opt/rt3/var/mason_data \
>
>                         //opt/rt3/var/session_data
>
> chgrp -R apache         //opt/rt3/var/mason_data \
>
>                         //opt/rt3/var/session_data
>
> Congratulations. RT has been installed.
>
>  
>
>  
>
> You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm.
>
>  
>
> (You will definitely need to set RT's database password in
>
> /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be
>
> very dangerous.  Note that you do not have to manually add a
>
> database user or set up a database for RT.  These actions will be
>
> taken care of in the next step.)
>
>  
>
> After that, you need to initialize RT's database by running
>
>  'make initialize-database'
>
> [root at netnet-ems rt-3.6.6]# make initialize-database
>
> /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba 
> root --prompt-for-dba-password
>
> In order to create or update your RT database,this script needs to 
> connect to your mysql instance on localhost as root.
>
> Please specify that user's database password below. If the user has no

> database
>
> password, just press return.
>
>  
>
> Password:
>
> Now creating a database for RT.
>
> Creating mysql database rt3.
>
> Now populating database schema.
>
> Creating database schema.
>
> Transactions not supported by database at 
> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBI.pm line 
> 1668, <SCHEMA> line 463.
>
> make: *** [initialize-database] Error 2
>
> [root at netnet-ems rt-3.6.6]#
>
>  
>
>  
>
> *Nelson Pereira*
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com <mailto:npereira at protus.com>
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com <http://www.myfax.com>
>
> Refer your friends and colleagues to MyFax!
> Click here for more information. 
> <http://www.myfax.com/referral_program.asp>
>
> 	
>
> www.MyFax.com <http://www.myfax.com>
>
>  
>
>
------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From gleduc at mail.sdsu.edu  Thu Apr  3 11:52:15 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 03 Apr 2008 08:52:15 -0700
Subject: [rt-users] Due Date in Ticket Creation Page
In-Reply-To: <BB38AECB-3A88-4EE1-B511-5806D1A811C7@cahir.net>
References: <BB38AECB-3A88-4EE1-B511-5806D1A811C7@cahir.net>
Message-ID: <6.2.1.2.2.20080403083551.023bf1a8@mail.sdsu.edu>

Hi Steve,

We use both the RT web piece and php front ends; the choice for us depends 
on who is creating the ticket.  If a queue has tickets that are primarily 
created by users, we use php.  This lets me do a lot of sanity-checking on 
the data before a ticket ever gets created.  For queues whose tickets are 
entered by our staff, we use RT's web piece - saves the hassle and 
potential security issues of writing an unnecessary php app.  Using php 
also helps us mitigate the effects of spam; if an incoming e-mail arrives 
at a queue that is only supposed to get php messages then it must be in a 
specific format.  If the format is wrong, or if it comes from the wrong 
address, then we just delete the ticket in the OnCreate scrip and it goes 
away without anyone getting bogus notifications.

Regards,
Gene

At 08:42 PM 4/2/2008, Stephen Cochran wrote:
><stuff deleted>
>
>In the archives I noticed a lot posts referencing using PHP etc as a
>front end and just having the forms send mail to RT to be processed
>in. Is that typical, ie what most people do to provide a more flexible
>interface (ajax, etc)?
>
>Thanks,
>Steve


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



From barnesaw at ucrwcu.rwc.uc.edu  Thu Apr  3 11:55:02 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 03 Apr 2008 11:55:02 -0400
Subject: [rt-users] New install (second chance)
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AB40@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AB28@EXMAIL.protus.org>
	<47F4F3EF.3090507@ucrwcu.rwc.uc.edu>
	<21044E8C915A7E43B90A1056127160F116AB40@EXMAIL.protus.org>
Message-ID: <47F4FDD6.5030008@ucrwcu.rwc.uc.edu>

my configure was:
./configure --prefix=/usr/local/rt3 --with-web-user=apache 
--with-web-group=apache --with-db-rt-pass=xxxxxxxxx --with-mysql

That installs in /usr/local/rt3, that apache is the user and group that 
runs my webserver, specifies the password that rt_user connects to the 
database with, using mysql.

A full list of options is available with ./configure --help


Nelson Pereira wrote:
> I don't even know what flags to use...?!?
>
>
>
> Nelson Pereira 
>
> Refer your friends and colleagues to MyFax! 
> Click here for more information. 	www.MyFax.com 	
>
> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
> Sent: Thursday, April 03, 2008 11:13 AM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New install (second chance)
>
> # cat README | grep configure
> 2   Run the "configure" script.
>        ./configure --help to see the list of options
>        ./configure (with the flags you want)
>
>
> Nelson Pereira wrote:
>   
>> Hi,
>>
>>  
>>
>> Trying this install again but this time with a RHEL4 box.
>>
>> Downloaded the tar.gz, unpacked, installed all perl modules, testdeps 
>> all is fine... Then:
>>
>> Here is the output of ./configure and ./make install
>>
>> Can someone tell me what my problem is and how to fix it?
>>
>>  
>>
>>  
>>
>> [root at netnet-ems rt-3.6.6]#
>>
>> [root at netnet-ems rt-3.6.6]#
>>
>> [root at netnet-ems rt-3.6.6]# ./configure
>>
>> checking for a BSD-compatible install... /usr/bin/install -c
>>
>> checking for gawk... gawk
>>
>> checking for perl... /usr/bin/perl
>>
>> checking for chosen layout... RT3
>>
>> checking if user www exists... not found
>>
>> checking if user www-data exists... not found
>>
>> checking if user apache exists... found
>>
>> checking if group www exists... not found
>>
>> checking if group www-data exists... not found
>>
>> checking if group apache exists... found
>>
>> checking if group rt3 exists... not found
>>
>> checking if group rt exists... not found
>>
>> checking if group apache exists... found
>>
>> checking if database name is valid... yes
>>
>> configure: creating ./config.status
>>
>> config.status: creating sbin/rt-dump-database
>>
>> config.status: creating sbin/rt-setup-database
>>
>> config.status: creating sbin/rt-test-dependencies
>>
>> config.status: creating bin/mason_handler.fcgi
>>
>> config.status: creating bin/mason_handler.scgi
>>
>> config.status: creating bin/standalone_httpd
>>
>> config.status: creating bin/rt-crontool
>>
>> config.status: creating bin/rt-mailgate
>>
>> config.status: creating bin/rt
>>
>> config.status: creating Makefile
>>
>> config.status: creating etc/RT_Config.pm
>>
>> config.status: creating lib/RT.pm
>>
>> config.status: creating bin/mason_handler.svc
>>
>> config.status: creating bin/webmux.pl
>>
>> [root at netnet-ems rt-3.6.6]# make install
>>
>> mkdir -p //opt/rt3/etc
>>
>> cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm
>>
>> [ -f //opt/rt3/etc/RT_SiteConfig.pm ] || cp etc/RT_SiteConfig.pm 
>> //opt/rt3/etc/RT_SiteConfig.pm
>>
>> chgrp apache //opt/rt3/etc/RT_Config.pm
>>
>> chown root //opt/rt3/etc/RT_Config.pm
>>
>> chgrp apache //opt/rt3/etc/RT_SiteConfig.pm
>>
>> chown root //opt/rt3/etc/RT_SiteConfig.pm
>>
>> Installed configuration. about to install rt in  /opt/rt3
>>
>> mkdir -p //opt/rt3/var/log
>>
>> mkdir -p //opt/rt3/var/mason_data
>>
>> mkdir -p //opt/rt3/var/mason_data/cache
>>
>> mkdir -p //opt/rt3/var/mason_data/etc
>>
>> mkdir -p //opt/rt3/var/mason_data/obj
>>
>> mkdir -p //opt/rt3/var/session_data
>>
>> mkdir -p //opt/rt3/share/html
>>
>> mkdir -p //opt/rt3/local/html
>>
>> mkdir -p //opt/rt3/local/etc
>>
>> mkdir -p //opt/rt3/local/lib
>>
>> mkdir -p //opt/rt3/local/po
>>
>> [ -d //opt/rt3/lib ] || mkdir -p //opt/rt3/lib
>>
>> cp -rp lib/* //opt/rt3/lib
>>
>> mkdir -p //opt/rt3/etc
>>
>> cp -rp \
>>
>> etc/acl.* \
>>
>>         etc/initialdata \
>>
>>         etc/schema.* \
>>
>>         //opt/rt3/etc
>>
>> mkdir -p //opt/rt3/bin
>>
>> chmod +x bin/rt-mailgate \
>>
>>         bin/rt-crontool
>>
>> cp -rp \
>>
>>         bin/rt-mailgate \
>>
>>         bin/mason_handler.fcgi \
>>
>>         bin/mason_handler.scgi \
>>
>>         bin/standalone_httpd \
>>
>>         bin/mason_handler.svc \
>>
>>         bin/rt \
>>
>>         bin/webmux.pl \
>>
>>         bin/rt-crontool \
>>
>>         //opt/rt3/bin
>>
>> mkdir -p //opt/rt3/sbin
>>
>> chmod +x \
>>
>>         sbin/rt-dump-database \
>>
>>         sbin/rt-setup-database \
>>
>>         sbin/rt-test-dependencies
>>
>> cp -rp \
>>
>>         sbin/rt-dump-database \
>>
>>         sbin/rt-setup-database \
>>
>>         sbin/rt-test-dependencies \
>>
>>         //opt/rt3/sbin
>>
>> [ -d //opt/rt3/share/html ] || mkdir -p //opt/rt3/share/html
>>
>> cp -rp ./html/* //opt/rt3/share/html
>>
>> cp -rp ./local/html/* //opt/rt3/local/html
>>
>> cp: cannot stat `./local/html/*': No such file or directory
>>
>> make: [local-install] Error 1 (ignored)
>>
>> cp -rp ./local/po/* //opt/rt3/local/po
>>
>> cp: cannot stat `./local/po/*': No such file or directory
>>
>> make: [local-install] Error 1 (ignored)
>>
>> cp -rp ./local/etc/* //opt/rt3/local/etc
>>
>> cp: cannot stat `./local/etc/*': No such file or directory
>>
>> make: [local-install] Error 1 (ignored)
>>
>> # RT 3.0.0 - RT 3.0.2 would accidentally create a file instead of a
>>     
> dir
>   
>> [ -f //opt/rt3/share/doc ] && rm //opt/rt3/share/doc
>>
>> make: [doc-install] Error 1 (ignored)
>>
>> [ -d //opt/rt3/share/doc ] || mkdir -p //opt/rt3/share/doc
>>
>> cp -rp ./README //opt/rt3/share/doc
>>
>> # Make the libraries readable
>>
>> chmod 0755 //opt/rt3
>>
>> chown -R root //opt/rt3/lib
>>
>> chgrp -R bin //opt/rt3/lib
>>
>> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/lib
>>
>> chmod 0755 //opt/rt3/bin
>>
>> chmod 0755 //opt/rt3/bin
>>
>> chmod 0755 //opt/rt3/etc
>>
>> chmod 0500 //opt/rt3/etc/*
>>
>> #TODO: the config file should probably be able to have its
>>
>> # owner set separately from the binaries.
>>
>> chown -R root //opt/rt3/etc
>>
>> chgrp -R apache //opt/rt3/etc
>>
>> chmod 0550 //opt/rt3/etc/RT_Config.pm
>>
>> chmod 0550 //opt/rt3/etc/RT_SiteConfig.pm
>>
>> # Make the interfaces executable
>>
>> chown root //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate 
>> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool 
>> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi 
>> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
>>
>> chgrp apache //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate 
>> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool 
>> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi 
>> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
>>
>> chmod 0755  //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate 
>> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool 
>> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi 
>> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
>>
>> # Make the web ui readable by all.
>>
>> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/share/html \
>>
>>                                 //opt/rt3/local/html \
>>
>>                                 //opt/rt3/local/po
>>
>> chown -R root   //opt/rt3/share/html \
>>
>>                         //opt/rt3/local/html
>>
>> chgrp -R bin    //opt/rt3/share/html \
>>
>>                         //opt/rt3/local/html
>>
>> # Make the web ui's data dir writable
>>
>> chmod 0770      //opt/rt3/var/mason_data \
>>
>>                 //opt/rt3/var/session_data
>>
>> chown -R apache         //opt/rt3/var/mason_data \
>>
>>                         //opt/rt3/var/session_data
>>
>> chgrp -R apache         //opt/rt3/var/mason_data \
>>
>>                         //opt/rt3/var/session_data
>>
>> Congratulations. RT has been installed.
>>
>>  
>>
>>  
>>
>> You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm.
>>
>>  
>>
>> (You will definitely need to set RT's database password in
>>
>> /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be
>>
>> very dangerous.  Note that you do not have to manually add a
>>
>> database user or set up a database for RT.  These actions will be
>>
>> taken care of in the next step.)
>>
>>  
>>
>> After that, you need to initialize RT's database by running
>>
>>  'make initialize-database'
>>
>> [root at netnet-ems rt-3.6.6]# make initialize-database
>>
>> /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba 
>> root --prompt-for-dba-password
>>
>> In order to create or update your RT database,this script needs to 
>> connect to your mysql instance on localhost as root.
>>
>> Please specify that user's database password below. If the user has no
>>     
>
>   
>> database
>>
>> password, just press return.
>>
>>  
>>
>> Password:
>>
>> Now creating a database for RT.
>>
>> Creating mysql database rt3.
>>
>> Now populating database schema.
>>
>> Creating database schema.
>>
>> Transactions not supported by database at 
>> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBI.pm line 
>> 1668, <SCHEMA> line 463.
>>
>> make: *** [initialize-database] Error 2
>>
>> [root at netnet-ems rt-3.6.6]#
>>
>>  
>>
>>  
>>
>> *Nelson Pereira*
>> Senior Network Administrator
>>
>> Protus IP Solutions Inc.
>> npereira at protus.com <mailto:npereira at protus.com>
>> phone: 613.733.0000 ext.528
>> MyFax: 613.822.5083
>> www.myfax.com <http://www.myfax.com>
>>
>> Refer your friends and colleagues to MyFax!
>> Click here for more information. 
>> <http://www.myfax.com/referral_program.asp>
>>
>> 	
>>
>> www.MyFax.com <http://www.myfax.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 npereira at protus.com  Thu Apr  3 12:08:44 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 3 Apr 2008 12:08:44 -0400
Subject: [rt-users] New install (second chance)
In-Reply-To: <47F4FDD6.5030008@ucrwcu.rwc.uc.edu>
References: <21044E8C915A7E43B90A1056127160F116AB28@EXMAIL.protus.org>
	<47F4F3EF.3090507@ucrwcu.rwc.uc.edu>
	<21044E8C915A7E43B90A1056127160F116AB40@EXMAIL.protus.org>
	<47F4FDD6.5030008@ucrwcu.rwc.uc.edu>
Message-ID: <21044E8C915A7E43B90A1056127160F116AB51@EXMAIL.protus.org>

Ok, the install seems to have gone well with :

./configure --with-web-user=apache --with-web-group=apache --with-mysql


But now the make initialize-database reports errors...:
[root at netnet-ems rt-3.6.6]# make initialize-database
/usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root
--prompt-for-dba-password
In order to create or update your RT database,this script needs to
connect to your mysql instance on localhost as root.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
Now creating a database for RT.
Creating mysql database rt3.
Now populating database schema.
Creating database schema.
Transactions not supported by database at
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBI.pm line
1668, <SCHEMA> line 463.
make: *** [initialize-database] Error 2
[root at netnet-ems rt-3.6.6]#


I am running MySQL, here is what phpinfo states:
mysql
MySQL Support enabled 
Active Persistent Links  0  
Active Links  0  
Client API version  5.0.42  
MYSQL_MODULE_TYPE  external  
MYSQL_SOCKET  /var/lib/mysql/mysql.sock  
MYSQL_INCLUDE  -I/usr/include/mysql  
MYSQL_LIBS  -L/usr/lib/mysql -lmysqlclient  






Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: Thursday, April 03, 2008 11:55 AM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install (second chance)

my configure was:
./configure --prefix=/usr/local/rt3 --with-web-user=apache 
--with-web-group=apache --with-db-rt-pass=xxxxxxxxx --with-mysql

That installs in /usr/local/rt3, that apache is the user and group that 
runs my webserver, specifies the password that rt_user connects to the 
database with, using mysql.

A full list of options is available with ./configure --help


Nelson Pereira wrote:
> I don't even know what flags to use...?!?
>
>
>
> Nelson Pereira 
>
> Refer your friends and colleagues to MyFax! 
> Click here for more information. 	www.MyFax.com 	
>
> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
> Sent: Thursday, April 03, 2008 11:13 AM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New install (second chance)
>
> # cat README | grep configure
> 2   Run the "configure" script.
>        ./configure --help to see the list of options
>        ./configure (with the flags you want)
>
>
> Nelson Pereira wrote:
>   
>> Hi,
>>
>>  
>>
>> Trying this install again but this time with a RHEL4 box.
>>
>> Downloaded the tar.gz, unpacked, installed all perl modules, testdeps

>> all is fine... Then:
>>
>> Here is the output of ./configure and ./make install
>>
>> Can someone tell me what my problem is and how to fix it?
>>
>>  
>>
>>  
>>
>> [root at netnet-ems rt-3.6.6]#
>>
>> [root at netnet-ems rt-3.6.6]#
>>
>> [root at netnet-ems rt-3.6.6]# ./configure
>>
>> checking for a BSD-compatible install... /usr/bin/install -c
>>
>> checking for gawk... gawk
>>
>> checking for perl... /usr/bin/perl
>>
>> checking for chosen layout... RT3
>>
>> checking if user www exists... not found
>>
>> checking if user www-data exists... not found
>>
>> checking if user apache exists... found
>>
>> checking if group www exists... not found
>>
>> checking if group www-data exists... not found
>>
>> checking if group apache exists... found
>>
>> checking if group rt3 exists... not found
>>
>> checking if group rt exists... not found
>>
>> checking if group apache exists... found
>>
>> checking if database name is valid... yes
>>
>> configure: creating ./config.status
>>
>> config.status: creating sbin/rt-dump-database
>>
>> config.status: creating sbin/rt-setup-database
>>
>> config.status: creating sbin/rt-test-dependencies
>>
>> config.status: creating bin/mason_handler.fcgi
>>
>> config.status: creating bin/mason_handler.scgi
>>
>> config.status: creating bin/standalone_httpd
>>
>> config.status: creating bin/rt-crontool
>>
>> config.status: creating bin/rt-mailgate
>>
>> config.status: creating bin/rt
>>
>> config.status: creating Makefile
>>
>> config.status: creating etc/RT_Config.pm
>>
>> config.status: creating lib/RT.pm
>>
>> config.status: creating bin/mason_handler.svc
>>
>> config.status: creating bin/webmux.pl
>>
>> [root at netnet-ems rt-3.6.6]# make install
>>
>> mkdir -p //opt/rt3/etc
>>
>> cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm
>>
>> [ -f //opt/rt3/etc/RT_SiteConfig.pm ] || cp etc/RT_SiteConfig.pm 
>> //opt/rt3/etc/RT_SiteConfig.pm
>>
>> chgrp apache //opt/rt3/etc/RT_Config.pm
>>
>> chown root //opt/rt3/etc/RT_Config.pm
>>
>> chgrp apache //opt/rt3/etc/RT_SiteConfig.pm
>>
>> chown root //opt/rt3/etc/RT_SiteConfig.pm
>>
>> Installed configuration. about to install rt in  /opt/rt3
>>
>> mkdir -p //opt/rt3/var/log
>>
>> mkdir -p //opt/rt3/var/mason_data
>>
>> mkdir -p //opt/rt3/var/mason_data/cache
>>
>> mkdir -p //opt/rt3/var/mason_data/etc
>>
>> mkdir -p //opt/rt3/var/mason_data/obj
>>
>> mkdir -p //opt/rt3/var/session_data
>>
>> mkdir -p //opt/rt3/share/html
>>
>> mkdir -p //opt/rt3/local/html
>>
>> mkdir -p //opt/rt3/local/etc
>>
>> mkdir -p //opt/rt3/local/lib
>>
>> mkdir -p //opt/rt3/local/po
>>
>> [ -d //opt/rt3/lib ] || mkdir -p //opt/rt3/lib
>>
>> cp -rp lib/* //opt/rt3/lib
>>
>> mkdir -p //opt/rt3/etc
>>
>> cp -rp \
>>
>> etc/acl.* \
>>
>>         etc/initialdata \
>>
>>         etc/schema.* \
>>
>>         //opt/rt3/etc
>>
>> mkdir -p //opt/rt3/bin
>>
>> chmod +x bin/rt-mailgate \
>>
>>         bin/rt-crontool
>>
>> cp -rp \
>>
>>         bin/rt-mailgate \
>>
>>         bin/mason_handler.fcgi \
>>
>>         bin/mason_handler.scgi \
>>
>>         bin/standalone_httpd \
>>
>>         bin/mason_handler.svc \
>>
>>         bin/rt \
>>
>>         bin/webmux.pl \
>>
>>         bin/rt-crontool \
>>
>>         //opt/rt3/bin
>>
>> mkdir -p //opt/rt3/sbin
>>
>> chmod +x \
>>
>>         sbin/rt-dump-database \
>>
>>         sbin/rt-setup-database \
>>
>>         sbin/rt-test-dependencies
>>
>> cp -rp \
>>
>>         sbin/rt-dump-database \
>>
>>         sbin/rt-setup-database \
>>
>>         sbin/rt-test-dependencies \
>>
>>         //opt/rt3/sbin
>>
>> [ -d //opt/rt3/share/html ] || mkdir -p //opt/rt3/share/html
>>
>> cp -rp ./html/* //opt/rt3/share/html
>>
>> cp -rp ./local/html/* //opt/rt3/local/html
>>
>> cp: cannot stat `./local/html/*': No such file or directory
>>
>> make: [local-install] Error 1 (ignored)
>>
>> cp -rp ./local/po/* //opt/rt3/local/po
>>
>> cp: cannot stat `./local/po/*': No such file or directory
>>
>> make: [local-install] Error 1 (ignored)
>>
>> cp -rp ./local/etc/* //opt/rt3/local/etc
>>
>> cp: cannot stat `./local/etc/*': No such file or directory
>>
>> make: [local-install] Error 1 (ignored)
>>
>> # RT 3.0.0 - RT 3.0.2 would accidentally create a file instead of a
>>     
> dir
>   
>> [ -f //opt/rt3/share/doc ] && rm //opt/rt3/share/doc
>>
>> make: [doc-install] Error 1 (ignored)
>>
>> [ -d //opt/rt3/share/doc ] || mkdir -p //opt/rt3/share/doc
>>
>> cp -rp ./README //opt/rt3/share/doc
>>
>> # Make the libraries readable
>>
>> chmod 0755 //opt/rt3
>>
>> chown -R root //opt/rt3/lib
>>
>> chgrp -R bin //opt/rt3/lib
>>
>> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/lib
>>
>> chmod 0755 //opt/rt3/bin
>>
>> chmod 0755 //opt/rt3/bin
>>
>> chmod 0755 //opt/rt3/etc
>>
>> chmod 0500 //opt/rt3/etc/*
>>
>> #TODO: the config file should probably be able to have its
>>
>> # owner set separately from the binaries.
>>
>> chown -R root //opt/rt3/etc
>>
>> chgrp -R apache //opt/rt3/etc
>>
>> chmod 0550 //opt/rt3/etc/RT_Config.pm
>>
>> chmod 0550 //opt/rt3/etc/RT_SiteConfig.pm
>>
>> # Make the interfaces executable
>>
>> chown root //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate 
>> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool 
>> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi 
>> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
>>
>> chgrp apache //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate 
>> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool 
>> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi 
>> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
>>
>> chmod 0755  //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate 
>> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool 
>> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi 
>> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
>>
>> # Make the web ui readable by all.
>>
>> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/share/html \
>>
>>                                 //opt/rt3/local/html \
>>
>>                                 //opt/rt3/local/po
>>
>> chown -R root   //opt/rt3/share/html \
>>
>>                         //opt/rt3/local/html
>>
>> chgrp -R bin    //opt/rt3/share/html \
>>
>>                         //opt/rt3/local/html
>>
>> # Make the web ui's data dir writable
>>
>> chmod 0770      //opt/rt3/var/mason_data \
>>
>>                 //opt/rt3/var/session_data
>>
>> chown -R apache         //opt/rt3/var/mason_data \
>>
>>                         //opt/rt3/var/session_data
>>
>> chgrp -R apache         //opt/rt3/var/mason_data \
>>
>>                         //opt/rt3/var/session_data
>>
>> Congratulations. RT has been installed.
>>
>>  
>>
>>  
>>
>> You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm.
>>
>>  
>>
>> (You will definitely need to set RT's database password in
>>
>> /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could
be
>>
>> very dangerous.  Note that you do not have to manually add a
>>
>> database user or set up a database for RT.  These actions will be
>>
>> taken care of in the next step.)
>>
>>  
>>
>> After that, you need to initialize RT's database by running
>>
>>  'make initialize-database'
>>
>> [root at netnet-ems rt-3.6.6]# make initialize-database
>>
>> /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba 
>> root --prompt-for-dba-password
>>
>> In order to create or update your RT database,this script needs to 
>> connect to your mysql instance on localhost as root.
>>
>> Please specify that user's database password below. If the user has
no
>>     
>
>   
>> database
>>
>> password, just press return.
>>
>>  
>>
>> Password:
>>
>> Now creating a database for RT.
>>
>> Creating mysql database rt3.
>>
>> Now populating database schema.
>>
>> Creating database schema.
>>
>> Transactions not supported by database at 
>> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBI.pm line 
>> 1668, <SCHEMA> line 463.
>>
>> make: *** [initialize-database] Error 2
>>
>> [root at netnet-ems rt-3.6.6]#
>>
>>  
>>
>>  
>>
>> *Nelson Pereira*
>> Senior Network Administrator
>>
>> Protus IP Solutions Inc.
>> npereira at protus.com <mailto:npereira at protus.com>
>> phone: 613.733.0000 ext.528
>> MyFax: 613.822.5083
>> www.myfax.com <http://www.myfax.com>
>>
>> Refer your friends and colleagues to MyFax!
>> Click here for more information. 
>> <http://www.myfax.com/referral_program.asp>
>>
>> 	
>>
>> www.MyFax.com <http://www.myfax.com>
>>
>>  
>>
>>
>>     
>
------------------------------------------------------------------------
>   
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>     


From gleduc at mail.sdsu.edu  Thu Apr  3 12:09:10 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 03 Apr 2008 09:09:10 -0700
Subject: [rt-users] [ERROR] Request-URI Too Large
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03940119F4B3@w3hamboex11.ger.w
	in.int.kn>
References: <47F499B6.2070806@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB03940119F4B3@w3hamboex11.ger.win.int.kn>
Message-ID: <6.2.1.2.2.20080403090242.0238fa78@mail.sdsu.edu>

This looks like an RT design error.  For some reason it is passing a list 
containing every user's id via the URL.  If the list of users is long 
enough you will certainly break something.  Since you can't select which 
users to dump into the file (other than including disabled users), there's 
really no reason to have to pass the user list to the handler - it will 
always dump either all users or all users that aren't disabled.

Regards,
Gene

At 02:03 AM 4/3/2008, Ham MI-ID, Torsten Brumm wrote:
>Hi RT Users,
>
>Just tried to export my users (Configuration -> Users -> Download as TAB 
>delimited File) and got this error:
>
>Request-URI Too Large
>
>The requested URL's length exceeds the capacity limit for this server.
>
>Any idea how to fix this? Is this a error from RT (why the URL is so long) 
>or can i change something at the webserver?
>
>Thanks
>
>Torsten
>
>K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann 
>(Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred 
>Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens 
>Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, 
>USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel 
>A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: 
>Klaus-Michael K?hne


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



From mike.peachey at jennic.com  Thu Apr  3 12:11:40 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 03 Apr 2008 17:11:40 +0100
Subject: [rt-users] LDAP
In-Reply-To: <BLU134-W10537A120F2B6FFCF915AFC9F70@phx.gbl>
References: <BLU134-W98A8516410ED91A1C1453C9F70@phx.gbl>	<47F4AEA2.9060509@jennic.com>	<BLU134-W5066CE1C816AF4FC771814C9F70@phx.gbl>	<47F4B41D.6070401@jennic.com>	<BLU134-W12B75887395564373FDDA8C9F70@phx.gbl>	<47F4D5BE.3040208@jennic.com>	<BLU134-W1358D29506A75ED1A787C2C9F70@phx.gbl>
	<47F4E0FE.8010902@jennic.com> <47F4E82E.8060405@jennic.com>
	<BLU134-W10537A120F2B6FFCF915AFC9F70@phx.gbl>
Message-ID: <47F501BC.9040105@jennic.com>

andrew fay wrote:
> got it working!
> 
> now we have a new IT support system!
> 
> many thanks,
> 

No problem. I'm so pleased my extension has been helpful.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From barry.byrne at wbtsystems.com  Thu Apr  3 12:11:52 2008
From: barry.byrne at wbtsystems.com (Barry Byrne)
Date: Thu, 3 Apr 2008 17:11:52 +0100
Subject: [rt-users] New install (second chance)
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AB28@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AB28@EXMAIL.protus.org>
Message-ID: <017f01c895a5$6e0da6b0$c5010c0a@wbt.wbtsystems.com>

Some googling would suggest that there's a DBD mysql was compiled against an
older version of MySQL client library.
 
Recompiling DBD::mysql seems to fix the problem.
 
Don't know that that's the problem here, but may be worth looking at.
 
 - barry


  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: 03 April 2008 15:56
To: rt-users at lists.bestpractical.com
Subject: [rt-users] New install (second chance)



Hi,

 

Trying this install again but this time with a RHEL4 box.

Downloaded the tar.gz, unpacked, installed all perl modules, testdeps all is
fine. Then:

Here is the output of ./configure and ./make install

Can someone tell me what my problem is and how to fix it?

 

 

[root at netnet-ems rt-3.6.6]#

[root at netnet-ems rt-3.6.6]#

[root at netnet-ems rt-3.6.6]# ./configure

checking for a BSD-compatible install... /usr/bin/install -c

checking for gawk... gawk

checking for perl... /usr/bin/perl

checking for chosen layout... RT3

checking if user www exists... not found

checking if user www-data exists... not found

checking if user apache exists... found

checking if group www exists... not found

checking if group www-data exists... not found

checking if group apache exists... found

checking if group rt3 exists... not found

checking if group rt exists... not found

checking if group apache exists... found

checking if database name is valid... yes

configure: creating ./config.status

config.status: creating sbin/rt-dump-database

config.status: creating sbin/rt-setup-database

config.status: creating sbin/rt-test-dependencies

config.status: creating bin/mason_handler.fcgi

config.status: creating bin/mason_handler.scgi

config.status: creating bin/standalone_httpd

config.status: creating bin/rt-crontool

config.status: creating bin/rt-mailgate

config.status: creating bin/rt

config.status: creating Makefile

config.status: creating etc/RT_Config.pm

config.status: creating lib/RT.pm

config.status: creating bin/mason_handler.svc

config.status: creating bin/webmux.pl

[root at netnet-ems rt-3.6.6]# make install

mkdir -p //opt/rt3/etc

cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm

[ -f //opt/rt3/etc/RT_SiteConfig.pm ] || cp etc/RT_SiteConfig.pm
//opt/rt3/etc/RT_SiteConfig.pm

chgrp apache //opt/rt3/etc/RT_Config.pm

chown root //opt/rt3/etc/RT_Config.pm

chgrp apache //opt/rt3/etc/RT_SiteConfig.pm

chown root //opt/rt3/etc/RT_SiteConfig.pm

Installed configuration. about to install rt in  /opt/rt3

mkdir -p //opt/rt3/var/log

mkdir -p //opt/rt3/var/mason_data

mkdir -p //opt/rt3/var/mason_data/cache

mkdir -p //opt/rt3/var/mason_data/etc

mkdir -p //opt/rt3/var/mason_data/obj

mkdir -p //opt/rt3/var/session_data

mkdir -p //opt/rt3/share/html

mkdir -p //opt/rt3/local/html

mkdir -p //opt/rt3/local/etc

mkdir -p //opt/rt3/local/lib

mkdir -p //opt/rt3/local/po

[ -d //opt/rt3/lib ] || mkdir -p //opt/rt3/lib

cp -rp lib/* //opt/rt3/lib

mkdir -p //opt/rt3/etc

cp -rp \

etc/acl.* \

        etc/initialdata \

        etc/schema.* \

        //opt/rt3/etc

mkdir -p //opt/rt3/bin

chmod +x bin/rt-mailgate \

        bin/rt-crontool

cp -rp \

        bin/rt-mailgate \

        bin/mason_handler.fcgi \

        bin/mason_handler.scgi \

        bin/standalone_httpd \

        bin/mason_handler.svc \

        bin/rt \

        bin/webmux.pl \

        bin/rt-crontool \

        //opt/rt3/bin

mkdir -p //opt/rt3/sbin

chmod +x \

        sbin/rt-dump-database \

        sbin/rt-setup-database \

        sbin/rt-test-dependencies

cp -rp \

        sbin/rt-dump-database \

        sbin/rt-setup-database \

        sbin/rt-test-dependencies \

        //opt/rt3/sbin

[ -d //opt/rt3/share/html ] || mkdir -p //opt/rt3/share/html

cp -rp ./html/* //opt/rt3/share/html

cp -rp ./local/html/* //opt/rt3/local/html

cp: cannot stat `./local/html/*': No such file or directory

make: [local-install] Error 1 (ignored)

cp -rp ./local/po/* //opt/rt3/local/po

cp: cannot stat `./local/po/*': No such file or directory

make: [local-install] Error 1 (ignored)

cp -rp ./local/etc/* //opt/rt3/local/etc

cp: cannot stat `./local/etc/*': No such file or directory

make: [local-install] Error 1 (ignored)

# RT 3.0.0 - RT 3.0.2 would accidentally create a file instead of a dir

[ -f //opt/rt3/share/doc ] && rm //opt/rt3/share/doc

make: [doc-install] Error 1 (ignored)

[ -d //opt/rt3/share/doc ] || mkdir -p //opt/rt3/share/doc

cp -rp ./README //opt/rt3/share/doc

# Make the libraries readable

chmod 0755 //opt/rt3

chown -R root //opt/rt3/lib

chgrp -R bin //opt/rt3/lib

chmod -R  u+rwX,go-w,go+rX      //opt/rt3/lib

chmod 0755 //opt/rt3/bin

chmod 0755 //opt/rt3/bin

chmod 0755 //opt/rt3/etc

chmod 0500 //opt/rt3/etc/*

#TODO: the config file should probably be able to have its

# owner set separately from the binaries.

chown -R root //opt/rt3/etc

chgrp -R apache //opt/rt3/etc

chmod 0550 //opt/rt3/etc/RT_Config.pm

chmod 0550 //opt/rt3/etc/RT_SiteConfig.pm

# Make the interfaces executable

chown root //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate
//opt/rt3/bin/rt //opt/rt3/bin/rt-crontool //opt/rt3/bin/standalone_httpd
//opt/rt3/bin/mason_handler.scgi //opt/rt3/bin/mason_handler.fcgi
//opt/rt3/bin/mason_handler.svc

chgrp apache //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate
//opt/rt3/bin/rt //opt/rt3/bin/rt-crontool //opt/rt3/bin/standalone_httpd
//opt/rt3/bin/mason_handler.scgi //opt/rt3/bin/mason_handler.fcgi
//opt/rt3/bin/mason_handler.svc

chmod 0755  //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate
//opt/rt3/bin/rt //opt/rt3/bin/rt-crontool //opt/rt3/bin/standalone_httpd
//opt/rt3/bin/mason_handler.scgi //opt/rt3/bin/mason_handler.fcgi
//opt/rt3/bin/mason_handler.svc

# Make the web ui readable by all.

chmod -R  u+rwX,go-w,go+rX      //opt/rt3/share/html \

                                //opt/rt3/local/html \

                                //opt/rt3/local/po

chown -R root   //opt/rt3/share/html \

                        //opt/rt3/local/html

chgrp -R bin    //opt/rt3/share/html \

                        //opt/rt3/local/html

# Make the web ui's data dir writable

chmod 0770      //opt/rt3/var/mason_data \

                //opt/rt3/var/session_data

chown -R apache         //opt/rt3/var/mason_data \

                        //opt/rt3/var/session_data

chgrp -R apache         //opt/rt3/var/mason_data \

                        //opt/rt3/var/session_data

Congratulations. RT has been installed.

 

 

You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm.

 

(You will definitely need to set RT's database password in

/opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be

very dangerous.  Note that you do not have to manually add a

database user or set up a database for RT.  These actions will be

taken care of in the next step.)

 

After that, you need to initialize RT's database by running

 'make initialize-database'

[root at netnet-ems rt-3.6.6]# make initialize-database

/usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root
--prompt-for-dba-password

In order to create or update your RT database,this script needs to connect
to your mysql instance on localhost as root.

Please specify that user's database password below. If the user has no
database

password, just press return.

 

Password:

Now creating a database for RT.

Creating mysql database rt3.

Now populating database schema.

Creating database schema.

Transactions not supported by database at
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBI.pm line 1668,
<SCHEMA> line 463.

make: *** [initialize-database] Error 2

[root at netnet-ems rt-3.6.6]#

 

 


Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click  <http://www.myfax.com/referral_program.asp> here for more
information. 

 <http://www.myfax.com> www.MyFax.com

 

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From gleduc at mail.sdsu.edu  Thu Apr  3 13:04:22 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 03 Apr 2008 10:04:22 -0700
Subject: [rt-users] Error in Configuration>Users>Download as a tab-delimited
	file
Message-ID: <6.2.1.2.2.20080403095239.0239a3e0@mail.sdsu.edu>

RT v3.6.3

I was just looking through my apache error log and found a bunch of these 
when I tried downloading the users into a tab-delimited file:

[Thu Apr  3 15:58:13 2008] [err]: RT::User=HASH(0x23443f4) was created 
without a CurrentUser
1 (/opt/local/lib/RT/Base.pm:92)

These 2 lines were repeated for the number of users that were in the 
download.  In my case there were only 5 users, so these lines repeated 5 
times.  The hash value stayed the same.  When I did a second run I got 10 
more lines in the error log, but with another hash value.

Regards,
Gene


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



From gleduc at mail.sdsu.edu  Thu Apr  3 13:07:28 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 03 Apr 2008 10:07:28 -0700
Subject: [rt-users] [ERROR] Request-URI Too Large
In-Reply-To: <6.2.1.2.2.20080403090242.0238fa78@mail.sdsu.edu>
References: <47F499B6.2070806@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB03940119F4B3@w3hamboex11.ger.win.int.kn>
	<6.2.1.2.2.20080403090242.0238fa78@mail.sdsu.edu>
Message-ID: <6.2.1.2.2.20080403100533.0239a9b8@mail.sdsu.edu>

Oops, now I see why the user list needs to be passed to the handler 
(results of a search may not contain _all_ users).

At 09:09 AM 4/3/2008, Gene  LeDuc wrote:
>This looks like an RT design error.  For some reason it is passing a list
>containing every user's id via the URL.  If the list of users is long
>enough you will certainly break something.  Since you can't select which
>users to dump into the file (other than including disabled users), there's
>really no reason to have to pass the user list to the handler - it will
>always dump either all users or all users that aren't disabled.
>
>Regards,
>Gene
>
>At 02:03 AM 4/3/2008, Ham MI-ID, Torsten Brumm wrote:
> >Hi RT Users,
> >
> >Just tried to export my users (Configuration -> Users -> Download as TAB
> >delimited File) and got this error:
> >
> >Request-URI Too Large
> >
> >The requested URL's length exceeds the capacity limit for this server.
> >
> >Any idea how to fix this? Is this a error from RT (why the URL is so long)
> >or can i change something at the webserver?
> >
> >Thanks
> >
> >Torsten
> >
> >K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann
> >(Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred
> >Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens
> >Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928,
> >USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel
> >A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat:
> >Klaus-Michael K?hne


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



From npereira at protus.com  Thu Apr  3 13:10:48 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 3 Apr 2008 13:10:48 -0400
Subject: [rt-users] New install (second chance)
In-Reply-To: <017f01c895a5$6e0da6b0$c5010c0a@wbt.wbtsystems.com>
References: <21044E8C915A7E43B90A1056127160F116AB28@EXMAIL.protus.org>
	<017f01c895a5$6e0da6b0$c5010c0a@wbt.wbtsystems.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116AB6A@EXMAIL.protus.org>

How do I recompile all perl modules needed by RT ?

I just removed everything and reinstalled LAMP.
Now I need to recompile all perl modules with the versions of apache,
and mysql installed.

Thanks



From KFCrocker at lbl.gov  Thu Apr  3 13:17:07 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 03 Apr 2008 10:17:07 -0700
Subject: [rt-users] Self Service Permissions
In-Reply-To: <B9385FD3-653C-4237-A57A-0A1B2428362B@cahir.net>
References: <B9385FD3-653C-4237-A57A-0A1B2428362B@cahir.net>
Message-ID: <47F51113.1040500@lbl.gov>

Stephen,


	I could easily be mistaken, but I thought self-service referred to 
email requests. I don't even know how someone could SEE anything from an 
email request. I thought one had to use the WebUI to SEE anything in RT.


Kenn
LBNL

On 4/2/2008 8:22 PM, Stephen Cochran wrote:
> Our unprivileged users can't see the queue names (we have multiple  
> queues) in the Self Service interface, the field is just blank. What  
> permission is needed to see that field? Currently set up with:
> 
> unprivileged:
> 	CreateTicket
> 	SeeQueue
> 
> requester:
> 	ReplyToTicket
> 	ShowTicket
> 
> 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
> 



From KFCrocker at lbl.gov  Thu Apr  3 13:29:46 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 03 Apr 2008 10:29:46 -0700
Subject: [rt-users] How can customer (requester) set the priority of
	tickets.
In-Reply-To: <47F499B6.2070806@gmail.com>
References: <47F499B6.2070806@gmail.com>
Message-ID: <47F5140A.3040608@lbl.gov>

Armaghan,


	The only way I know of to allow a "requestor" to see what is on their 
ticket is to grant "SeeQueue" and "ShowTicket" globally to the role 
"Requestor". As to modifying a ticket. Well, We usually don't let anyone 
do that to a ticket except the owner, but if you wanted to do that, then 
also grant "ModifyTicket" globally to the role "Requestor" as well. The 
only drawback to the last right is that granting the "ModifyTicket" 
right means the requestor can modify a BUNCH of other fields. We got 
around that by creating a Custom Field named "Need-By Date" to all 
tickets, set the format to only allow mm/dd/yyyy and then granted the 
"ModifyCustomField" and "SeeCustomField" rights to the user-defined 
groups that contain a sub-set of customers that are allowed to be 
requestors for a particular queue (we have over 75 support-specific 
queues). Hope this helps.


Kenn
LBNL

On 4/3/2008 1:47 AM, Armaghan Saqib wrote:
> We allow our customers to keep sending their requirements as new 
> tickets. Some times we need to prioritize the work of a specific 
> customer and ask customer to let us know his/her priorities.
> 
> Is it possible that the customer who is requester can login to the self 
> service interface and update the relative priority of his tickets?
> 
> Is there some other way this can be accomplished.
> 
> Thanks and regards
> 
> Armaghan
> 



From torsten.brumm at Kuehne-Nagel.com  Thu Apr  3 13:41:17 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 3 Apr 2008 19:41:17 +0200
Subject: [rt-users] [ERROR] Request-URI Too Large
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93190@w3hamboex11.ger.win.int.kn>

Hi gene,
What does this mean exactly? No chance to export all uiser? Now workaround (dump from the db?)

Torsten


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Original Message-----
From: Gene  LeDuc <gleduc at mail.sdsu.edu>
To: Ham MI-ID, Torsten Brumm
CC: rt Users <RT-Users at lists.bestpractical.com>
Sent: Thu Apr 03 19:07:28 2008
Subject: Re: [rt-users] [ERROR] Request-URI Too Large

Oops, now I see why the user list needs to be passed to the handler 
(results of a search may not contain _all_ users).

At 09:09 AM 4/3/2008, Gene  LeDuc wrote:
>This looks like an RT design error.  For some reason it is passing a list
>containing every user's id via the URL.  If the list of users is long
>enough you will certainly break something.  Since you can't select which
>users to dump into the file (other than including disabled users), there's
>really no reason to have to pass the user list to the handler - it will
>always dump either all users or all users that aren't disabled.
>
>Regards,
>Gene
>
>At 02:03 AM 4/3/2008, Ham MI-ID, Torsten Brumm wrote:
> >Hi RT Users,
> >
> >Just tried to export my users (Configuration -> Users -> Download as TAB
> >delimited File) and got this error:
> >
> >Request-URI Too Large
> >
> >The requested URL's length exceeds the capacity limit for this server.
> >
> >Any idea how to fix this? Is this a error from RT (why the URL is so long)
> >or can i change something at the webserver?
> >
> >Thanks
> >
> >Torsten
> >
> >K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann
> >(Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred
> >Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens
> >Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928,
> >USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel
> >A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat:
> >Klaus-Michael K?hne


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


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From torsten.brumm at Kuehne-Nagel.com  Thu Apr  3 13:44:25 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 3 Apr 2008 19:44:25 +0200
Subject: [rt-users] How can customer (requester) set the priority
	oftickets.
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93191@w3hamboex11.ger.win.int.kn>

Be carefull to grant modifyticket to a external. They can do too much with the ticket.

What about the idea to define some keywords with the customer and pars the mails from the customer for this and set the prio by a script?

I think i saw something like this at the wiki.

Torsten


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: Armaghan Saqib <mavsol.rt1 at gmail.com>
CC: rt Users <RT-Users at lists.bestpractical.com>
Sent: Thu Apr 03 19:29:46 2008
Subject: Re: [rt-users] How can customer (requester) set the priority oftickets.

Armaghan,


	The only way I know of to allow a "requestor" to see what is on their 
ticket is to grant "SeeQueue" and "ShowTicket" globally to the role 
"Requestor". As to modifying a ticket. Well, We usually don't let anyone 
do that to a ticket except the owner, but if you wanted to do that, then 
also grant "ModifyTicket" globally to the role "Requestor" as well. The 
only drawback to the last right is that granting the "ModifyTicket" 
right means the requestor can modify a BUNCH of other fields. We got 
around that by creating a Custom Field named "Need-By Date" to all 
tickets, set the format to only allow mm/dd/yyyy and then granted the 
"ModifyCustomField" and "SeeCustomField" rights to the user-defined 
groups that contain a sub-set of customers that are allowed to be 
requestors for a particular queue (we have over 75 support-specific 
queues). Hope this helps.


Kenn
LBNL

On 4/3/2008 1:47 AM, Armaghan Saqib wrote:
> We allow our customers to keep sending their requirements as new 
> tickets. Some times we need to prioritize the work of a specific 
> customer and ask customer to let us know his/her priorities.
> 
> Is it possible that the customer who is requester can login to the self 
> service interface and update the relative priority of his tickets?
> 
> Is there some other way this can be accomplished.
> 
> Thanks and regards
> 
> Armaghan
> 

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From torsten.brumm at Kuehne-Nagel.com  Thu Apr  3 13:49:35 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 3 Apr 2008 19:49:35 +0200
Subject: [rt-users] New install (second chance)
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93192@w3hamboex11.ger.win.int.kn>

Lamp? Is a linux apache mysql and php correct?

Why you don't use the ones from your distro?

Btw, i don't think you need to recompile or reinstall all the modules, only the ones for apache?!?

Do you have some more infos about your installation?

Torsten


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: Barry Byrne <barry.byrne at wbtsystems.com>; rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Thu Apr 03 19:10:48 2008
Subject: Re: [rt-users] New install (second chance)

How do I recompile all perl modules needed by RT ?

I just removed everything and reinstalled LAMP.
Now I need to recompile all perl modules with the versions of apache,
and mysql installed.

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. 
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From mpfraser at mynetstream.com  Thu Apr  3 13:47:23 2008
From: mpfraser at mynetstream.com (Mark Fraser)
Date: Thu, 3 Apr 2008 13:47:23 -0400
Subject: [rt-users] Error in log of fresh install of RT 3.6.6
Message-ID: <00c401c895b2$c6085010$a606a8c0@servicexp>

I just finished installing RT 3.6.6 on a clean Linux system yesterday. I
still have some configuration to do. I noticed that it was generating the
following log entries with the last line showing an error. Without parsing
the code myself, I do not know why this error is occurring and if it is of
any great significance.


Apr  3 13:11:01 tracker RT: <rt-3.6.6-7675-1207242660-944.5-3-0 at ndshq.com>
#5/119 - Scrip 3
(/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
Apr  3 13:11:02 tracker RT: <rt-3.6.6-7675-1207242660-944.5-3-0 at ndshq.com>
sent  To: djackson at fednews.com
(/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:297)
Apr  3 13:11:02 tracker RT: <rt-3.6.6-7675-1207242660-814.5-4-0 at ndshq.com>
#5/119 - Scrip 4
(/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
Apr  3 13:11:02 tracker RT: <rt-3.6.6-7675-1207242660-814.5-4-0 at ndshq.com>
No recipients found. Not sending.
(/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:278)
Apr  3 13:11:02 tracker RT: <rt-3.6.6-7675-1207242661-1454.5-15-0 at ndshq.com>
#5/119 - Scrip 15
(/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
Apr  3 13:11:02 tracker RT: <rt-3.6.6-7675-1207242661-1454.5-15-0 at ndshq.com>
sent  To: djackson at fednews.com
(/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:297)
Apr  3 13:11:02 tracker RT: <rt-3.6.6-7675-1207242661-958.5-16-0 at ndshq.com>
#5/119 - Scrip 16
(/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
Apr  3 13:11:02 tracker RT: <rt-3.6.6-7675-1207242661-958.5-16-0 at ndshq.com>
No recipients found. Not sending.
(/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:278)
Apr  3 13:11:02 tracker RT: Ticket 5 created in queue 'Support' by
djackson at fednews.com
(/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:756)
Apr  3 13:19:27 tracker RT: Argument ".0.27" isn't numeric in numeric eq
(==) at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm
line 87.
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm:87)

I will answer any questions in reply and any ideas would be appreciated.

Respectfully,

Mark P. Fraser

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From npereira at protus.com  Thu Apr  3 14:04:05 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 3 Apr 2008 14:04:05 -0400
Subject: [rt-users] New install (second chance)
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F93192@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB0394F93192@w3hamboex11.ger.win.int.kn>
Message-ID: <21044E8C915A7E43B90A1056127160F116AB7D@EXMAIL.protus.org>

I thought maybe re0installing perl modules could fix this issue

 

Im just tired... Trying to get this to work and nothing seems to work for me even though I follow the docs to the T.

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information. <http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

________________________________

From: Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] 
Sent: Thursday, April 03, 2008 1:50 PM
To: Nelson Pereira; barry.byrne at wbtsystems.com; rt-users at lists.bestpractical.com
Subject: AW: Re: [rt-users] New install (second chance)

 

Lamp? Is a linux apache mysql and php correct?

Why you don't use the ones from your distro?

Btw, i don't think you need to recompile or reinstall all the modules, only the ones for apache?!?

Do you have some more infos about your installation?

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: Barry Byrne <barry.byrne at wbtsystems.com>; rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Thu Apr 03 19:10:48 2008
Subject: Re: [rt-users] New install (second chance)

How do I recompile all perl modules needed by RT ?

I just removed everything and reinstalled LAMP.
Now I need to recompile all perl modules with the versions of apache,
and mysql installed.

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

 

K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Dirk Blesius (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne 

 

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From torsten.brumm at googlemail.com  Thu Apr  3 14:13:35 2008
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 3 Apr 2008 20:13:35 +0200
Subject: [rt-users] New install (second chance)
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AB51@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AB28@EXMAIL.protus.org>
	<47F4F3EF.3090507@ucrwcu.rwc.uc.edu>
	<21044E8C915A7E43B90A1056127160F116AB40@EXMAIL.protus.org>
	<47F4FDD6.5030008@ucrwcu.rwc.uc.edu>
	<21044E8C915A7E43B90A1056127160F116AB51@EXMAIL.protus.org>
Message-ID: <bdbd084b0804031113t4f3e49edgd0dabedcb6f6dd6@mail.gmail.com>

Hi Nelson,

just googled for your error message. are you sure you enabled mysql with
innodb support???

Btw, can you explain more in detail how you have done your setup?

is the mysql from the lamp or from the distro? how does your my.cnf looks
like?

Torsten

2008/4/3, Nelson Pereira <npereira at protus.com>:
>
> Ok, the install seems to have gone well with :
>
> ./configure --with-web-user=apache --with-web-group=apache --with-mysql
>
>
> But now the make initialize-database reports errors...:
>
> [root at netnet-ems rt-3.6.6]# make initialize-database
> /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root
> --prompt-for-dba-password
> In order to create or update your RT database,this script needs to
> connect to your mysql instance on localhost as root.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
>
> Password:
> Now creating a database for RT.
> Creating mysql database rt3.
> Now populating database schema.
> Creating database schema.
> Transactions not supported by database at
> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBI.pm line
> 1668, <SCHEMA> line 463.
> make: *** [initialize-database] Error 2
> [root at netnet-ems rt-3.6.6]#
>
>
>
> I am running MySQL, here is what phpinfo states:
> mysql
> MySQL Support enabled
> Active Persistent Links  0
> Active Links  0
> Client API version  5.0.42
> MYSQL_MODULE_TYPE  external
> MYSQL_SOCKET  /var/lib/mysql/mysql.sock
> MYSQL_INCLUDE  -I/usr/include/mysql
> MYSQL_LIBS  -L/usr/lib/mysql -lmysqlclient
>
>
>
>
>
>
>
> Nelson Pereira
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
>
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.        www.MyFax.com
>
> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
>
> Sent: Thursday, April 03, 2008 11:55 AM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New install (second chance)
>
> my configure was:
> ./configure --prefix=/usr/local/rt3 --with-web-user=apache
> --with-web-group=apache --with-db-rt-pass=xxxxxxxxx --with-mysql
>
> That installs in /usr/local/rt3, that apache is the user and group that
> runs my webserver, specifies the password that rt_user connects to the
> database with, using mysql.
>
> A full list of options is available with ./configure --help
>
>
> Nelson Pereira wrote:
> > I don't even know what flags to use...?!?
> >
> >
> >
> > Nelson Pereira
> >
> > Refer your friends and colleagues to MyFax!
> > Click here for more information.      www.MyFax.com
> >
> > -----Original Message-----
> > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
> > Sent: Thursday, April 03, 2008 11:13 AM
> > To: Nelson Pereira
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] New install (second chance)
> >
> > # cat README | grep configure
> > 2   Run the "configure" script.
> >        ./configure --help to see the list of options
> >        ./configure (with the flags you want)
> >
> >
> > Nelson Pereira wrote:
> >
> >> Hi,
> >>
> >>
> >>
> >> Trying this install again but this time with a RHEL4 box.
> >>
> >> Downloaded the tar.gz, unpacked, installed all perl modules, testdeps
>
> >> all is fine... Then:
> >>
> >> Here is the output of ./configure and ./make install
> >>
> >> Can someone tell me what my problem is and how to fix it?
> >>
> >>
> >>
> >>
> >>
> >> [root at netnet-ems rt-3.6.6]#
> >>
> >> [root at netnet-ems rt-3.6.6]#
> >>
> >> [root at netnet-ems rt-3.6.6]# ./configure
> >>
> >> checking for a BSD-compatible install... /usr/bin/install -c
> >>
> >> checking for gawk... gawk
> >>
> >> checking for perl... /usr/bin/perl
> >>
> >> checking for chosen layout... RT3
> >>
> >> checking if user www exists... not found
> >>
> >> checking if user www-data exists... not found
> >>
> >> checking if user apache exists... found
> >>
> >> checking if group www exists... not found
> >>
> >> checking if group www-data exists... not found
> >>
> >> checking if group apache exists... found
> >>
> >> checking if group rt3 exists... not found
> >>
> >> checking if group rt exists... not found
> >>
> >> checking if group apache exists... found
> >>
> >> checking if database name is valid... yes
> >>
> >> configure: creating ./config.status
> >>
> >> config.status: creating sbin/rt-dump-database
> >>
> >> config.status: creating sbin/rt-setup-database
> >>
> >> config.status: creating sbin/rt-test-dependencies
> >>
> >> config.status: creating bin/mason_handler.fcgi
> >>
> >> config.status: creating bin/mason_handler.scgi
> >>
> >> config.status: creating bin/standalone_httpd
> >>
> >> config.status: creating bin/rt-crontool
> >>
> >> config.status: creating bin/rt-mailgate
> >>
> >> config.status: creating bin/rt
> >>
> >> config.status: creating Makefile
> >>
> >> config.status: creating etc/RT_Config.pm
> >>
> >> config.status: creating lib/RT.pm
> >>
> >> config.status: creating bin/mason_handler.svc
> >>
> >> config.status: creating bin/webmux.pl
> >>
> >> [root at netnet-ems rt-3.6.6]# make install
> >>
> >> mkdir -p //opt/rt3/etc
> >>
> >> cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm
> >>
> >> [ -f //opt/rt3/etc/RT_SiteConfig.pm ] || cp etc/RT_SiteConfig.pm
> >> //opt/rt3/etc/RT_SiteConfig.pm
> >>
> >> chgrp apache //opt/rt3/etc/RT_Config.pm
> >>
> >> chown root //opt/rt3/etc/RT_Config.pm
> >>
> >> chgrp apache //opt/rt3/etc/RT_SiteConfig.pm
> >>
> >> chown root //opt/rt3/etc/RT_SiteConfig.pm
> >>
> >> Installed configuration. about to install rt in  /opt/rt3
> >>
> >> mkdir -p //opt/rt3/var/log
> >>
> >> mkdir -p //opt/rt3/var/mason_data
> >>
> >> mkdir -p //opt/rt3/var/mason_data/cache
> >>
> >> mkdir -p //opt/rt3/var/mason_data/etc
> >>
> >> mkdir -p //opt/rt3/var/mason_data/obj
> >>
> >> mkdir -p //opt/rt3/var/session_data
> >>
> >> mkdir -p //opt/rt3/share/html
> >>
> >> mkdir -p //opt/rt3/local/html
> >>
> >> mkdir -p //opt/rt3/local/etc
> >>
> >> mkdir -p //opt/rt3/local/lib
> >>
> >> mkdir -p //opt/rt3/local/po
> >>
> >> [ -d //opt/rt3/lib ] || mkdir -p //opt/rt3/lib
> >>
> >> cp -rp lib/* //opt/rt3/lib
> >>
> >> mkdir -p //opt/rt3/etc
> >>
> >> cp -rp \
> >>
> >> etc/acl.* \
> >>
> >>         etc/initialdata \
> >>
> >>         etc/schema.* \
> >>
> >>         //opt/rt3/etc
> >>
> >> mkdir -p //opt/rt3/bin
> >>
> >> chmod +x bin/rt-mailgate \
> >>
> >>         bin/rt-crontool
> >>
> >> cp -rp \
> >>
> >>         bin/rt-mailgate \
> >>
> >>         bin/mason_handler.fcgi \
> >>
> >>         bin/mason_handler.scgi \
> >>
> >>         bin/standalone_httpd \
> >>
> >>         bin/mason_handler.svc \
> >>
> >>         bin/rt \
> >>
> >>         bin/webmux.pl \
> >>
> >>         bin/rt-crontool \
> >>
> >>         //opt/rt3/bin
> >>
> >> mkdir -p //opt/rt3/sbin
> >>
> >> chmod +x \
> >>
> >>         sbin/rt-dump-database \
> >>
> >>         sbin/rt-setup-database \
> >>
> >>         sbin/rt-test-dependencies
> >>
> >> cp -rp \
> >>
> >>         sbin/rt-dump-database \
> >>
> >>         sbin/rt-setup-database \
> >>
> >>         sbin/rt-test-dependencies \
> >>
> >>         //opt/rt3/sbin
> >>
> >> [ -d //opt/rt3/share/html ] || mkdir -p //opt/rt3/share/html
> >>
> >> cp -rp ./html/* //opt/rt3/share/html
> >>
> >> cp -rp ./local/html/* //opt/rt3/local/html
> >>
> >> cp: cannot stat `./local/html/*': No such file or directory
> >>
> >> make: [local-install] Error 1 (ignored)
> >>
> >> cp -rp ./local/po/* //opt/rt3/local/po
> >>
> >> cp: cannot stat `./local/po/*': No such file or directory
> >>
> >> make: [local-install] Error 1 (ignored)
> >>
> >> cp -rp ./local/etc/* //opt/rt3/local/etc
> >>
> >> cp: cannot stat `./local/etc/*': No such file or directory
> >>
> >> make: [local-install] Error 1 (ignored)
> >>
> >> # RT 3.0.0 - RT 3.0.2 would accidentally create a file instead of a
> >>
> > dir
> >
> >> [ -f //opt/rt3/share/doc ] && rm //opt/rt3/share/doc
> >>
> >> make: [doc-install] Error 1 (ignored)
> >>
> >> [ -d //opt/rt3/share/doc ] || mkdir -p //opt/rt3/share/doc
> >>
> >> cp -rp ./README //opt/rt3/share/doc
> >>
> >> # Make the libraries readable
> >>
> >> chmod 0755 //opt/rt3
> >>
> >> chown -R root //opt/rt3/lib
> >>
> >> chgrp -R bin //opt/rt3/lib
> >>
> >> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/lib
> >>
> >> chmod 0755 //opt/rt3/bin
> >>
> >> chmod 0755 //opt/rt3/bin
> >>
> >> chmod 0755 //opt/rt3/etc
> >>
> >> chmod 0500 //opt/rt3/etc/*
> >>
> >> #TODO: the config file should probably be able to have its
> >>
> >> # owner set separately from the binaries.
> >>
> >> chown -R root //opt/rt3/etc
> >>
> >> chgrp -R apache //opt/rt3/etc
> >>
> >> chmod 0550 //opt/rt3/etc/RT_Config.pm
> >>
> >> chmod 0550 //opt/rt3/etc/RT_SiteConfig.pm
> >>
> >> # Make the interfaces executable
> >>
> >> chown root //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate
> >> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool
> >> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi
> >> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
> >>
> >> chgrp apache //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate
> >> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool
> >> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi
> >> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
> >>
> >> chmod 0755  //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate
> >> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool
> >> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi
> >> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
> >>
> >> # Make the web ui readable by all.
> >>
> >> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/share/html \
> >>
> >>                                 //opt/rt3/local/html \
> >>
> >>                                 //opt/rt3/local/po
> >>
> >> chown -R root   //opt/rt3/share/html \
> >>
> >>                         //opt/rt3/local/html
> >>
> >> chgrp -R bin    //opt/rt3/share/html \
> >>
> >>                         //opt/rt3/local/html
> >>
> >> # Make the web ui's data dir writable
> >>
> >> chmod 0770      //opt/rt3/var/mason_data \
> >>
> >>                 //opt/rt3/var/session_data
> >>
> >> chown -R apache         //opt/rt3/var/mason_data \
> >>
> >>                         //opt/rt3/var/session_data
> >>
> >> chgrp -R apache         //opt/rt3/var/mason_data \
> >>
> >>                         //opt/rt3/var/session_data
> >>
> >> Congratulations. RT has been installed.
> >>
> >>
> >>
> >>
> >>
> >> You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm.
> >>
> >>
> >>
> >> (You will definitely need to set RT's database password in
> >>
> >> /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could
> be
> >>
> >> very dangerous.  Note that you do not have to manually add a
> >>
> >> database user or set up a database for RT.  These actions will be
> >>
> >> taken care of in the next step.)
> >>
> >>
> >>
> >> After that, you need to initialize RT's database by running
> >>
> >>  'make initialize-database'
> >>
> >> [root at netnet-ems rt-3.6.6]# make initialize-database
> >>
> >> /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba
> >> root --prompt-for-dba-password
> >>
> >> In order to create or update your RT database,this script needs to
> >> connect to your mysql instance on localhost as root.
> >>
> >> Please specify that user's database password below. If the user has
> no
> >>
> >
> >
> >> database
> >>
> >> password, just press return.
> >>
> >>
> >>
> >> Password:
> >>
> >> Now creating a database for RT.
> >>
> >> Creating mysql database rt3.
> >>
> >> Now populating database schema.
> >>
> >> Creating database schema.
> >>
> >> Transactions not supported by database at
> >> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBI.pm line
> >> 1668, <SCHEMA> line 463.
> >>
> >> make: *** [initialize-database] Error 2
> >>
> >> [root at netnet-ems rt-3.6.6]#
> >>
> >>
> >>
> >>
> >>
> >> *Nelson Pereira*
> >> Senior Network Administrator
> >>
> >> Protus IP Solutions Inc.
> >> npereira at protus.com <mailto:npereira at protus.com>
> >> phone: 613.733.0000 ext.528
> >> MyFax: 613.822.5083
> >> www.myfax.com <http://www.myfax.com>
> >>
> >> Refer your friends and colleagues to MyFax!
> >> Click here for more information.
> >> <http://www.myfax.com/referral_program.asp>
> >>
> >>
> >>
> >> www.MyFax.com <http://www.myfax.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 barry.byrne at wbtsystems.com  Thu Apr  3 14:41:46 2008
From: barry.byrne at wbtsystems.com (Barry Byrne)
Date: Thu, 3 Apr 2008 19:41:46 +0100
Subject: [rt-users] New install (second chance)
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AB6A@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AB28@EXMAIL.protus.org>
	<017f01c895a5$6e0da6b0$c5010c0a@wbt.wbtsystems.com>
	<21044E8C915A7E43B90A1056127160F116AB6A@EXMAIL.protus.org>
Message-ID: <003801c895ba$5f2cb400$0201a8c0@wbt.wbtsystems.com>

 

> -----Original Message-----
> From: Nelson Pereira [mailto:npereira at protus.com] 
> Sent: 03 April 2008 18:11
> To: Barry Byrne; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] New install (second chance)
> 
> How do I recompile all perl modules needed by RT ?
> 
> I just removed everything and reinstalled LAMP.
> Now I need to recompile all perl modules with the versions of apache,
> and mysql installed.
> 
> Thanks


Nelson,

Firstly, I don't think you'll have to recompile all your modules. If my
suggestion was right about the DBD:Mysql module being compiled against the
wrong libraries, then you'll probably only need to recompile this one.
However, I don't know that for certain, just what I found from googling,
your error. So this could be completely unnecessary.

I can't say exactly how to compile it on your system, as I've no idea how it
was installed (packages, source, initial distribution, etc.) and I don't
have a redhat box to check on the setup, but it's probably something like:

cd /source/dir/for/module
perl Makefile.PL
make test
make install

You should also read the README file in the directory, and read the output
of:

perl Makefile.PL --help

If there are more than one set of MySQL client libraries on the system, you
may have to point it at the correct ones, but with a bit of luck it should
work.

Personally, I use FreeBSD primarily, so I'm flying blind in my suggestions
for use on Redhat/Centos, but hopefully, someone will correct me if I'm
wrong.

 - Barry




From npereira at protus.com  Thu Apr  3 14:43:20 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 3 Apr 2008 14:43:20 -0400
Subject: [rt-users] New install (second chance)
In-Reply-To: <bdbd084b0804031113t4f3e49edgd0dabedcb6f6dd6@mail.gmail.com>
References: <21044E8C915A7E43B90A1056127160F116AB28@EXMAIL.protus.org>
	<47F4F3EF.3090507@ucrwcu.rwc.uc.edu>
	<21044E8C915A7E43B90A1056127160F116AB40@EXMAIL.protus.org>
	<47F4FDD6.5030008@ucrwcu.rwc.uc.edu>
	<21044E8C915A7E43B90A1056127160F116AB51@EXMAIL.protus.org>
	<bdbd084b0804031113t4f3e49edgd0dabedcb6f6dd6@mail.gmail.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116AB86@EXMAIL.protus.org>

I'm not sure...  I'm having a big cryssis here with my Cisco 6500's so I
have to drop this until Monday probably, 

So Monday, I will re-install RHEL4 on it with mysql and PHP from RHEL4
and I'll start from scratch again...

 

Talk to you later

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

________________________________

From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] 
Sent: Thursday, April 03, 2008 2:14 PM
To: Nelson Pereira
Cc: Drew Barnes; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install (second chance)

 

Hi Nelson,

just googled for your error message. are you sure you enabled mysql with
innodb support???

Btw, can you explain more in detail how you have done your setup?

is the mysql from the lamp or from the distro? how does your my.cnf
looks like?

Torsten

2008/4/3, Nelson Pereira <npereira at protus.com>:

Ok, the install seems to have gone well with :

./configure --with-web-user=apache --with-web-group=apache --with-mysql


But now the make initialize-database reports errors...:

[root at netnet-ems rt-3.6.6]# make initialize-database
/usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root
--prompt-for-dba-password
In order to create or update your RT database,this script needs to
connect to your mysql instance on localhost as root.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
Now creating a database for RT.
Creating mysql database rt3.
Now populating database schema.
Creating database schema.
Transactions not supported by database at
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBI.pm line
1668, <SCHEMA> line 463.
make: *** [initialize-database] Error 2
[root at netnet-ems rt-3.6.6]#



I am running MySQL, here is what phpinfo states:
mysql
MySQL Support enabled
Active Persistent Links  0
Active Links  0
Client API version  5.0.42
MYSQL_MODULE_TYPE  external
MYSQL_SOCKET  /var/lib/mysql/mysql.sock
MYSQL_INCLUDE  -I/usr/include/mysql
MYSQL_LIBS  -L/usr/lib/mysql -lmysqlclient







Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira at protus.com

phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com


Refer your friends and colleagues to MyFax!
Click here for more information.        www.MyFax.com

-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]

Sent: Thursday, April 03, 2008 11:55 AM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install (second chance)

my configure was:
./configure --prefix=/usr/local/rt3 --with-web-user=apache
--with-web-group=apache --with-db-rt-pass=xxxxxxxxx --with-mysql

That installs in /usr/local/rt3, that apache is the user and group that
runs my webserver, specifies the password that rt_user connects to the
database with, using mysql.

A full list of options is available with ./configure --help


Nelson Pereira wrote:
> I don't even know what flags to use...?!?
>
>
>
> Nelson Pereira
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.      www.MyFax.com
>
> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
> Sent: Thursday, April 03, 2008 11:13 AM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New install (second chance)
>
> # cat README | grep configure
> 2   Run the "configure" script.
>        ./configure --help to see the list of options
>        ./configure (with the flags you want)
>
>
> Nelson Pereira wrote:
>
>> Hi,
>>
>>
>>
>> Trying this install again but this time with a RHEL4 box.
>>
>> Downloaded the tar.gz, unpacked, installed all perl modules, testdeps

>> all is fine... Then:
>>
>> Here is the output of ./configure and ./make install
>>
>> Can someone tell me what my problem is and how to fix it?
>>
>>
>>
>>
>>
>> [root at netnet-ems rt-3.6.6]#
>>
>> [root at netnet-ems rt-3.6.6]#
>>
>> [root at netnet-ems rt-3.6.6]# ./configure
>>
>> checking for a BSD-compatible install... /usr/bin/install -c
>>
>> checking for gawk... gawk
>>
>> checking for perl... /usr/bin/perl
>>
>> checking for chosen layout... RT3
>>
>> checking if user www exists... not found
>>
>> checking if user www-data exists... not found
>>
>> checking if user apache exists... found
>>
>> checking if group www exists... not found
>>
>> checking if group www-data exists... not found
>>
>> checking if group apache exists... found
>>
>> checking if group rt3 exists... not found
>>
>> checking if group rt exists... not found
>>
>> checking if group apache exists... found
>>
>> checking if database name is valid... yes
>>
>> configure: creating ./config.status
>>
>> config.status: creating sbin/rt-dump-database
>>
>> config.status: creating sbin/rt-setup-database
>>
>> config.status: creating sbin/rt-test-dependencies
>>
>> config.status: creating bin/mason_handler.fcgi
>>
>> config.status: creating bin/mason_handler.scgi
>>
>> config.status: creating bin/standalone_httpd
>>
>> config.status: creating bin/rt-crontool
>>
>> config.status: creating bin/rt-mailgate
>>
>> config.status: creating bin/rt
>>
>> config.status: creating Makefile
>>
>> config.status: creating etc/RT_Config.pm
>>
>> config.status: creating lib/RT.pm
>>
>> config.status: creating bin/mason_handler.svc
>>
>> config.status: creating bin/webmux.pl
>>
>> [root at netnet-ems rt-3.6.6]# make install
>>
>> mkdir -p //opt/rt3/etc
>>
>> cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm
>>
>> [ -f //opt/rt3/etc/RT_SiteConfig.pm ] || cp etc/RT_SiteConfig.pm
>> //opt/rt3/etc/RT_SiteConfig.pm
>>
>> chgrp apache //opt/rt3/etc/RT_Config.pm
>>
>> chown root //opt/rt3/etc/RT_Config.pm
>>
>> chgrp apache //opt/rt3/etc/RT_SiteConfig.pm
>>
>> chown root //opt/rt3/etc/RT_SiteConfig.pm
>>
>> Installed configuration. about to install rt in  /opt/rt3
>>
>> mkdir -p //opt/rt3/var/log
>>
>> mkdir -p //opt/rt3/var/mason_data
>>
>> mkdir -p //opt/rt3/var/mason_data/cache
>>
>> mkdir -p //opt/rt3/var/mason_data/etc
>>
>> mkdir -p //opt/rt3/var/mason_data/obj
>>
>> mkdir -p //opt/rt3/var/session_data
>>
>> mkdir -p //opt/rt3/share/html
>>
>> mkdir -p //opt/rt3/local/html
>>
>> mkdir -p //opt/rt3/local/etc
>>
>> mkdir -p //opt/rt3/local/lib
>>
>> mkdir -p //opt/rt3/local/po
>>
>> [ -d //opt/rt3/lib ] || mkdir -p //opt/rt3/lib
>>
>> cp -rp lib/* //opt/rt3/lib
>>
>> mkdir -p //opt/rt3/etc
>>
>> cp -rp \
>>
>> etc/acl.* \
>>
>>         etc/initialdata \
>>
>>         etc/schema.* \
>>
>>         //opt/rt3/etc
>>
>> mkdir -p //opt/rt3/bin
>>
>> chmod +x bin/rt-mailgate \
>>
>>         bin/rt-crontool
>>
>> cp -rp \
>>
>>         bin/rt-mailgate \
>>
>>         bin/mason_handler.fcgi \
>>
>>         bin/mason_handler.scgi \
>>
>>         bin/standalone_httpd \
>>
>>         bin/mason_handler.svc \
>>
>>         bin/rt \
>>
>>         bin/webmux.pl \
>>
>>         bin/rt-crontool \
>>
>>         //opt/rt3/bin
>>
>> mkdir -p //opt/rt3/sbin
>>
>> chmod +x \
>>
>>         sbin/rt-dump-database \
>>
>>         sbin/rt-setup-database \
>>
>>         sbin/rt-test-dependencies
>>
>> cp -rp \
>>
>>         sbin/rt-dump-database \
>>
>>         sbin/rt-setup-database \
>>
>>         sbin/rt-test-dependencies \
>>
>>         //opt/rt3/sbin
>>
>> [ -d //opt/rt3/share/html ] || mkdir -p //opt/rt3/share/html
>>
>> cp -rp ./html/* //opt/rt3/share/html
>>
>> cp -rp ./local/html/* //opt/rt3/local/html
>>
>> cp: cannot stat `./local/html/*': No such file or directory
>>
>> make: [local-install] Error 1 (ignored)
>>
>> cp -rp ./local/po/* //opt/rt3/local/po
>>
>> cp: cannot stat `./local/po/*': No such file or directory
>>
>> make: [local-install] Error 1 (ignored)
>>
>> cp -rp ./local/etc/* //opt/rt3/local/etc
>>
>> cp: cannot stat `./local/etc/*': No such file or directory
>>
>> make: [local-install] Error 1 (ignored)
>>
>> # RT 3.0.0 - RT 3.0.2 would accidentally create a file instead of a
>>
> dir
>
>> [ -f //opt/rt3/share/doc ] && rm //opt/rt3/share/doc
>>
>> make: [doc-install] Error 1 (ignored)
>>
>> [ -d //opt/rt3/share/doc ] || mkdir -p //opt/rt3/share/doc
>>
>> cp -rp ./README //opt/rt3/share/doc
>>
>> # Make the libraries readable
>>
>> chmod 0755 //opt/rt3
>>
>> chown -R root //opt/rt3/lib
>>
>> chgrp -R bin //opt/rt3/lib
>>
>> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/lib
>>
>> chmod 0755 //opt/rt3/bin
>>
>> chmod 0755 //opt/rt3/bin
>>
>> chmod 0755 //opt/rt3/etc
>>
>> chmod 0500 //opt/rt3/etc/*
>>
>> #TODO: the config file should probably be able to have its
>>
>> # owner set separately from the binaries.
>>
>> chown -R root //opt/rt3/etc
>>
>> chgrp -R apache //opt/rt3/etc
>>
>> chmod 0550 //opt/rt3/etc/RT_Config.pm
>>
>> chmod 0550 //opt/rt3/etc/RT_SiteConfig.pm
>>
>> # Make the interfaces executable
>>
>> chown root //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate
>> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool
>> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi
>> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
>>
>> chgrp apache //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate
>> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool
>> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi
>> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
>>
>> chmod 0755  //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate
>> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool
>> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi
>> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
>>
>> # Make the web ui readable by all.
>>
>> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/share/html \
>>
>>                                 //opt/rt3/local/html \
>>
>>                                 //opt/rt3/local/po
>>
>> chown -R root   //opt/rt3/share/html \
>>
>>                         //opt/rt3/local/html
>>
>> chgrp -R bin    //opt/rt3/share/html \
>>
>>                         //opt/rt3/local/html
>>
>> # Make the web ui's data dir writable
>>
>> chmod 0770      //opt/rt3/var/mason_data \
>>
>>                 //opt/rt3/var/session_data
>>
>> chown -R apache         //opt/rt3/var/mason_data \
>>
>>                         //opt/rt3/var/session_data
>>
>> chgrp -R apache         //opt/rt3/var/mason_data \
>>
>>                         //opt/rt3/var/session_data
>>
>> Congratulations. RT has been installed.
>>
>>
>>
>>
>>
>> You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm.
>>
>>
>>
>> (You will definitely need to set RT's database password in
>>
>> /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could
be
>>
>> very dangerous.  Note that you do not have to manually add a
>>
>> database user or set up a database for RT.  These actions will be
>>
>> taken care of in the next step.)
>>
>>
>>
>> After that, you need to initialize RT's database by running
>>
>>  'make initialize-database'
>>
>> [root at netnet-ems rt-3.6.6]# make initialize-database
>>
>> /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba
>> root --prompt-for-dba-password
>>
>> In order to create or update your RT database,this script needs to
>> connect to your mysql instance on localhost as root.
>>
>> Please specify that user's database password below. If the user has
no
>>
>
>
>> database
>>
>> password, just press return.
>>
>>
>>
>> Password:
>>
>> Now creating a database for RT.
>>
>> Creating mysql database rt3.
>>
>> Now populating database schema.
>>
>> Creating database schema.
>>
>> Transactions not supported by database at
>> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBI.pm line
>> 1668, <SCHEMA> line 463.
>>
>> make: *** [initialize-database] Error 2
>>
>> [root at netnet-ems rt-3.6.6]#
>>
>>
>>
>>
>>
>> *Nelson Pereira*
>> Senior Network Administrator
>>
>> Protus IP Solutions Inc.
>> npereira at protus.com <mailto:npereira at protus.com>
>> phone: 613.733.0000 ext.528
>> MyFax: 613.822.5083
>> www.myfax.com <http://www.myfax.com>
>>
>> Refer your friends and colleagues to MyFax!
>> Click here for more information.
>> <http://www.myfax.com/referral_program.asp>
>>
>>
>>
>> www.MyFax.com <http://www.myfax.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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Community help: http://wiki.bestpractical.com
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-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de 

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From KFCrocker at lbl.gov  Thu Apr  3 14:49:59 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 03 Apr 2008 11:49:59 -0700
Subject: [rt-users] Error in log of fresh install of RT 3.6.6
In-Reply-To: <00c401c895b2$c6085010$a606a8c0@servicexp>
References: <00c401c895b2$c6085010$a606a8c0@servicexp>
Message-ID: <47F526D7.7000306@lbl.gov>

Mark,


	A couple of those entries are just informational. The ones that said 
"Not Sending" are alerting you to the fact that a scrip was enacted, 
probably a notification scrip, and for one or more reasons, it did NOT 
send any email to anyone. The reasons for not sending an email could be 
the recipient (like an added "cc" when you clicked "reply") was 
privileged, or the scrip that was enacted was "Notify Requestor" and you 
didn't have a scrip for "others" and when you added a "cc", you created 
an other, or if YOU were the requestor and you got into the ticket and 
hit "reply" RT won't "notify" the user that caused the transaction to 
initiate (RT figures if you did the work, it would be redundant to TELL 
you that you did the work. In that case you want the action to be 
"Autoreply"). Anyway, that's what those are. Nothing to worry about. The 
LAST one, however, seems to be telling you that someone tried to create 
a query that was comparing to fields that were not of the same type, 
like comparing an alpha field (like name) to a numeric field (like time 
or a quantity field or something). The search failed because of it. Hope 
this helps.

Kenn
LBNL

On 4/3/2008 10:47 AM, Mark Fraser wrote:
> I just finished installing RT 3.6.6 on a clean Linux system yesterday. I 
> still have some configuration to do. I noticed that it was generating 
> the following log entries with the last line showing an error. Without 
> parsing the code myself, I do not know why this error is occurring and 
> if it is of any great significance.
> 
> 
> Apr  3 13:11:01 tracker RT: 
> <rt-3.6.6-7675-1207242660-944.5-3-0 at ndshq.com> #5/119 - Scrip 3  
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
> 
> Apr  3 13:11:02 tracker RT: 
> <rt-3.6.6-7675-1207242660-944.5-3-0 at ndshq.com> sent  To: 
> djackson at fednews.com 
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:297)
> 
> Apr  3 13:11:02 tracker RT: 
> <rt-3.6.6-7675-1207242660-814.5-4-0 at ndshq.com> #5/119 - Scrip 4  
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
> 
> Apr  3 13:11:02 tracker RT: 
> <rt-3.6.6-7675-1207242660-814.5-4-0 at ndshq.com> No recipients found. Not 
> sending. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:278)
> 
> Apr  3 13:11:02 tracker RT: 
> <rt-3.6.6-7675-1207242661-1454.5-15-0 at ndshq.com> #5/119 - Scrip 15  
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
> 
> Apr  3 13:11:02 tracker RT: 
> <rt-3.6.6-7675-1207242661-1454.5-15-0 at ndshq.com> sent  To: 
> djackson at fednews.com 
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:297)
> 
> Apr  3 13:11:02 tracker RT: 
> <rt-3.6.6-7675-1207242661-958.5-16-0 at ndshq.com> #5/119 - Scrip 16  
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
> 
> Apr  3 13:11:02 tracker RT: 
> <rt-3.6.6-7675-1207242661-958.5-16-0 at ndshq.com> No recipients found. Not 
> sending. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:278)
> 
> Apr  3 13:11:02 tracker RT: Ticket 5 created in queue 'Support' by 
> djackson at fednews.com 
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:756)
> 
> Apr  3 13:19:27 tracker RT: Argument ".0.27" isn't numeric in numeric eq 
> (==) at 
> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm line 
> 87. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm:87)
> 
> I will answer any questions in reply and any ideas would be appreciated.
> 
> Respectfully,
> 
> Mark P. Fraser
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From torsten.brumm at googlemail.com  Thu Apr  3 15:08:06 2008
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 3 Apr 2008 21:08:06 +0200
Subject: [rt-users] New install (second chance)
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AB86@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AB28@EXMAIL.protus.org>
	<47F4F3EF.3090507@ucrwcu.rwc.uc.edu>
	<21044E8C915A7E43B90A1056127160F116AB40@EXMAIL.protus.org>
	<47F4FDD6.5030008@ucrwcu.rwc.uc.edu>
	<21044E8C915A7E43B90A1056127160F116AB51@EXMAIL.protus.org>
	<bdbd084b0804031113t4f3e49edgd0dabedcb6f6dd6@mail.gmail.com>
	<21044E8C915A7E43B90A1056127160F116AB86@EXMAIL.protus.org>
Message-ID: <bdbd084b0804031208l48396803q5e4b34407205ab9@mail.gmail.com>

Why PHP RT is PERL !!!!

2008/4/3, Nelson Pereira <npereira at protus.com>:
>
>  I'm not sure?  I'm having a big cryssis here with my Cisco 6500's so I
> have to drop this until Monday probably,
>
> So Monday, I will re-install RHEL4 on it with mysql and PHP from RHEL4 and
> I'll start from scratch again?
>
>
>
> Talk to you later
>
>
>
>
>
> *Nelson Pereira*
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.<http://www.myfax.com/referral_program.asp>
>
> [image: www.MyFax.com] <http://www.myfax.com>
>
>
>  ------------------------------
>
> *From:* Torsten Brumm [mailto:torsten.brumm at googlemail.com]
> *Sent:* Thursday, April 03, 2008 2:14 PM
> *To:* Nelson Pereira
> *Cc:* Drew Barnes; rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] New install (second chance)
>
>
>
> Hi Nelson,
>
> just googled for your error message. are you sure you enabled mysql with
> innodb support???
>
> Btw, can you explain more in detail how you have done your setup?
>
> is the mysql from the lamp or from the distro? how does your my.cnf looks
> like?
>
> Torsten
>
> 2008/4/3, Nelson Pereira <npereira at protus.com>:
>
> Ok, the install seems to have gone well with :
>
> ./configure --with-web-user=apache --with-web-group=apache --with-mysql
>
>
> But now the make initialize-database reports errors...:
>
> [root at netnet-ems rt-3.6.6]# make initialize-database
> /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root
> --prompt-for-dba-password
> In order to create or update your RT database,this script needs to
> connect to your mysql instance on localhost as root.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
>
> Password:
> Now creating a database for RT.
> Creating mysql database rt3.
> Now populating database schema.
> Creating database schema.
> Transactions not supported by database at
> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBI.pm line
> 1668, <SCHEMA> line 463.
> make: *** [initialize-database] Error 2
> [root at netnet-ems rt-3.6.6]#
>
>
>
> I am running MySQL, here is what phpinfo states:
> mysql
> MySQL Support enabled
> Active Persistent Links  0
> Active Links  0
> Client API version  5.0.42
> MYSQL_MODULE_TYPE  external
> MYSQL_SOCKET  /var/lib/mysql/mysql.sock
> MYSQL_INCLUDE  -I/usr/include/mysql
> MYSQL_LIBS  -L/usr/lib/mysql -lmysqlclient
>
>
>
>
>
>
>
> Nelson Pereira
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
>
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.        www.MyFax.com
>
> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
>
> Sent: Thursday, April 03, 2008 11:55 AM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New install (second chance)
>
> my configure was:
> ./configure --prefix=/usr/local/rt3 --with-web-user=apache
> --with-web-group=apache --with-db-rt-pass=xxxxxxxxx --with-mysql
>
> That installs in /usr/local/rt3, that apache is the user and group that
> runs my webserver, specifies the password that rt_user connects to the
> database with, using mysql.
>
> A full list of options is available with ./configure --help
>
>
> Nelson Pereira wrote:
> > I don't even know what flags to use...?!?
> >
> >
> >
> > Nelson Pereira
> >
> > Refer your friends and colleagues to MyFax!
> > Click here for more information.      www.MyFax.com
> >
> > -----Original Message-----
> > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
> > Sent: Thursday, April 03, 2008 11:13 AM
> > To: Nelson Pereira
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] New install (second chance)
> >
> > # cat README | grep configure
> > 2   Run the "configure" script.
> >        ./configure --help to see the list of options
> >        ./configure (with the flags you want)
> >
> >
> > Nelson Pereira wrote:
> >
> >> Hi,
> >>
> >>
> >>
> >> Trying this install again but this time with a RHEL4 box.
> >>
> >> Downloaded the tar.gz, unpacked, installed all perl modules, testdeps
>
> >> all is fine... Then:
> >>
> >> Here is the output of ./configure and ./make install
> >>
> >> Can someone tell me what my problem is and how to fix it?
> >>
> >>
> >>
> >>
> >>
> >> [root at netnet-ems rt-3.6.6]#
> >>
> >> [root at netnet-ems rt-3.6.6]#
> >>
> >> [root at netnet-ems rt-3.6.6]# ./configure
> >>
> >> checking for a BSD-compatible install... /usr/bin/install -c
> >>
> >> checking for gawk... gawk
> >>
> >> checking for perl... /usr/bin/perl
> >>
> >> checking for chosen layout... RT3
> >>
> >> checking if user www exists... not found
> >>
> >> checking if user www-data exists... not found
> >>
> >> checking if user apache exists... found
> >>
> >> checking if group www exists... not found
> >>
> >> checking if group www-data exists... not found
> >>
> >> checking if group apache exists... found
> >>
> >> checking if group rt3 exists... not found
> >>
> >> checking if group rt exists... not found
> >>
> >> checking if group apache exists... found
> >>
> >> checking if database name is valid... yes
> >>
> >> configure: creating ./config.status
> >>
> >> config.status: creating sbin/rt-dump-database
> >>
> >> config.status: creating sbin/rt-setup-database
> >>
> >> config.status: creating sbin/rt-test-dependencies
> >>
> >> config.status: creating bin/mason_handler.fcgi
> >>
> >> config.status: creating bin/mason_handler.scgi
> >>
> >> config.status: creating bin/standalone_httpd
> >>
> >> config.status: creating bin/rt-crontool
> >>
> >> config.status: creating bin/rt-mailgate
> >>
> >> config.status: creating bin/rt
> >>
> >> config.status: creating Makefile
> >>
> >> config.status: creating etc/RT_Config.pm
> >>
> >> config.status: creating lib/RT.pm
> >>
> >> config.status: creating bin/mason_handler.svc
> >>
> >> config.status: creating bin/webmux.pl
> >>
> >> [root at netnet-ems rt-3.6.6]# make install
> >>
> >> mkdir -p //opt/rt3/etc
> >>
> >> cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm
> >>
> >> [ -f //opt/rt3/etc/RT_SiteConfig.pm ] || cp etc/RT_SiteConfig.pm
> >> //opt/rt3/etc/RT_SiteConfig.pm
> >>
> >> chgrp apache //opt/rt3/etc/RT_Config.pm
> >>
> >> chown root //opt/rt3/etc/RT_Config.pm
> >>
> >> chgrp apache //opt/rt3/etc/RT_SiteConfig.pm
> >>
> >> chown root //opt/rt3/etc/RT_SiteConfig.pm
> >>
> >> Installed configuration. about to install rt in  /opt/rt3
> >>
> >> mkdir -p //opt/rt3/var/log
> >>
> >> mkdir -p //opt/rt3/var/mason_data
> >>
> >> mkdir -p //opt/rt3/var/mason_data/cache
> >>
> >> mkdir -p //opt/rt3/var/mason_data/etc
> >>
> >> mkdir -p //opt/rt3/var/mason_data/obj
> >>
> >> mkdir -p //opt/rt3/var/session_data
> >>
> >> mkdir -p //opt/rt3/share/html
> >>
> >> mkdir -p //opt/rt3/local/html
> >>
> >> mkdir -p //opt/rt3/local/etc
> >>
> >> mkdir -p //opt/rt3/local/lib
> >>
> >> mkdir -p //opt/rt3/local/po
> >>
> >> [ -d //opt/rt3/lib ] || mkdir -p //opt/rt3/lib
> >>
> >> cp -rp lib/* //opt/rt3/lib
> >>
> >> mkdir -p //opt/rt3/etc
> >>
> >> cp -rp \
> >>
> >> etc/acl.* \
> >>
> >>         etc/initialdata \
> >>
> >>         etc/schema.* \
> >>
> >>         //opt/rt3/etc
> >>
> >> mkdir -p //opt/rt3/bin
> >>
> >> chmod +x bin/rt-mailgate \
> >>
> >>         bin/rt-crontool
> >>
> >> cp -rp \
> >>
> >>         bin/rt-mailgate \
> >>
> >>         bin/mason_handler.fcgi \
> >>
> >>         bin/mason_handler.scgi \
> >>
> >>         bin/standalone_httpd \
> >>
> >>         bin/mason_handler.svc \
> >>
> >>         bin/rt \
> >>
> >>         bin/webmux.pl \
> >>
> >>         bin/rt-crontool \
> >>
> >>         //opt/rt3/bin
> >>
> >> mkdir -p //opt/rt3/sbin
> >>
> >> chmod +x \
> >>
> >>         sbin/rt-dump-database \
> >>
> >>         sbin/rt-setup-database \
> >>
> >>         sbin/rt-test-dependencies
> >>
> >> cp -rp \
> >>
> >>         sbin/rt-dump-database \
> >>
> >>         sbin/rt-setup-database \
> >>
> >>         sbin/rt-test-dependencies \
> >>
> >>         //opt/rt3/sbin
> >>
> >> [ -d //opt/rt3/share/html ] || mkdir -p //opt/rt3/share/html
> >>
> >> cp -rp ./html/* //opt/rt3/share/html
> >>
> >> cp -rp ./local/html/* //opt/rt3/local/html
> >>
> >> cp: cannot stat `./local/html/*': No such file or directory
> >>
> >> make: [local-install] Error 1 (ignored)
> >>
> >> cp -rp ./local/po/* //opt/rt3/local/po
> >>
> >> cp: cannot stat `./local/po/*': No such file or directory
> >>
> >> make: [local-install] Error 1 (ignored)
> >>
> >> cp -rp ./local/etc/* //opt/rt3/local/etc
> >>
> >> cp: cannot stat `./local/etc/*': No such file or directory
> >>
> >> make: [local-install] Error 1 (ignored)
> >>
> >> # RT 3.0.0 - RT 3.0.2 would accidentally create a file instead of a
> >>
> > dir
> >
> >> [ -f //opt/rt3/share/doc ] && rm //opt/rt3/share/doc
> >>
> >> make: [doc-install] Error 1 (ignored)
> >>
> >> [ -d //opt/rt3/share/doc ] || mkdir -p //opt/rt3/share/doc
> >>
> >> cp -rp ./README //opt/rt3/share/doc
> >>
> >> # Make the libraries readable
> >>
> >> chmod 0755 //opt/rt3
> >>
> >> chown -R root //opt/rt3/lib
> >>
> >> chgrp -R bin //opt/rt3/lib
> >>
> >> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/lib
> >>
> >> chmod 0755 //opt/rt3/bin
> >>
> >> chmod 0755 //opt/rt3/bin
> >>
> >> chmod 0755 //opt/rt3/etc
> >>
> >> chmod 0500 //opt/rt3/etc/*
> >>
> >> #TODO: the config file should probably be able to have its
> >>
> >> # owner set separately from the binaries.
> >>
> >> chown -R root //opt/rt3/etc
> >>
> >> chgrp -R apache //opt/rt3/etc
> >>
> >> chmod 0550 //opt/rt3/etc/RT_Config.pm
> >>
> >> chmod 0550 //opt/rt3/etc/RT_SiteConfig.pm
> >>
> >> # Make the interfaces executable
> >>
> >> chown root //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate
> >> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool
> >> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi
> >> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
> >>
> >> chgrp apache //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate
> >> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool
> >> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi
> >> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
> >>
> >> chmod 0755  //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate
> >> //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool
> >> //opt/rt3/bin/standalone_httpd //opt/rt3/bin/mason_handler.scgi
> >> //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc
> >>
> >> # Make the web ui readable by all.
> >>
> >> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/share/html \
> >>
> >>                                 //opt/rt3/local/html \
> >>
> >>                                 //opt/rt3/local/po
> >>
> >> chown -R root   //opt/rt3/share/html \
> >>
> >>                         //opt/rt3/local/html
> >>
> >> chgrp -R bin    //opt/rt3/share/html \
> >>
> >>                         //opt/rt3/local/html
> >>
> >> # Make the web ui's data dir writable
> >>
> >> chmod 0770      //opt/rt3/var/mason_data \
> >>
> >>                 //opt/rt3/var/session_data
> >>
> >> chown -R apache         //opt/rt3/var/mason_data \
> >>
> >>                         //opt/rt3/var/session_data
> >>
> >> chgrp -R apache         //opt/rt3/var/mason_data \
> >>
> >>                         //opt/rt3/var/session_data
> >>
> >> Congratulations. RT has been installed.
> >>
> >>
> >>
> >>
> >>
> >> You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm.
> >>
> >>
> >>
> >> (You will definitely need to set RT's database password in
> >>
> >> /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could
> be
> >>
> >> very dangerous.  Note that you do not have to manually add a
> >>
> >> database user or set up a database for RT.  These actions will be
> >>
> >> taken care of in the next step.)
> >>
> >>
> >>
> >> After that, you need to initialize RT's database by running
> >>
> >>  'make initialize-database'
> >>
> >> [root at netnet-ems rt-3.6.6]# make initialize-database
> >>
> >> /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba
> >> root --prompt-for-dba-password
> >>
> >> In order to create or update your RT database,this script needs to
> >> connect to your mysql instance on localhost as root.
> >>
> >> Please specify that user's database password below. If the user has
> no
> >>
> >
> >
> >> database
> >>
> >> password, just press return.
> >>
> >>
> >>
> >> Password:
> >>
> >> Now creating a database for RT.
> >>
> >> Creating mysql database rt3.
> >>
> >> Now populating database schema.
> >>
> >> Creating database schema.
> >>
> >> Transactions not supported by database at
> >> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBI.pm line
> >> 1668, <SCHEMA> line 463.
> >>
> >> make: *** [initialize-database] Error 2
> >>
> >> [root at netnet-ems rt-3.6.6]#
> >>
> >>
> >>
> >>
> >>
> >> *Nelson Pereira*
> >> Senior Network Administrator
> >>
> >> Protus IP Solutions Inc.
> >> npereira at protus.com <mailto:npereira at protus.com>
> >> phone: 613.733.0000 ext.528
> >> MyFax: 613.822.5083
> >> www.myfax.com <http://www.myfax.com>
> >>
> >> Refer your friends and colleagues to MyFax!
> >> Click here for more information.
> >> <http://www.myfax.com/referral_program.asp>
> >>
> >>
> >>
> >> www.MyFax.com <http://www.myfax.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
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From mpfraser at ndshq.com  Thu Apr  3 15:11:58 2008
From: mpfraser at ndshq.com (Mark Fraser (Google Mail))
Date: Thu, 3 Apr 2008 15:11:58 -0400
Subject: [rt-users] Error in log of fresh install of RT 3.6.6
In-Reply-To: <47F526D7.7000306@lbl.gov>
References: <00c401c895b2$c6085010$a606a8c0@servicexp>
	<47F526D7.7000306@lbl.gov>
Message-ID: <00ca01c895be$99cca670$a606a8c0@servicexp>

Thanks, but actually, my concern was really for the last item. I am not
trying to be "smart", however I understand the general function and can even
look at the specific code in the referenced file. I was trying not to have
to figure out why the established code was generating this specific error,
i.e. is it a bug or the result or poor data checking on the part of the
original programmer. 

The following code snippet is from the "offending " file,
"/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm"  :

sub DistinctQuery {
    my $self = shift;
    my $statementref = shift;
    my $sb = shift;

    return $self->SUPER::DistinctQuery( $statementref, $sb, @_ )
        if $sb->_GroupClause || $sb->_OrderClause !~ /(?<!main)\./;

    if ( substr($self->DatabaseVersion, 1) == 4 ) {        #<<<<<<<<<<<
HERE, Line 87
        local $sb->{'group_by'} = [{FIELD => 'id'}];


-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Thursday, April 03, 2008 2:50 PM
To: mpfraser at ndshq.com
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Error in log of fresh install of RT 3.6.6

Mark,


	A couple of those entries are just informational. The ones that said
"Not Sending" are alerting you to the fact that a scrip was enacted,
probably a notification scrip, and for one or more reasons, it did NOT send
any email to anyone. The reasons for not sending an email could be the
recipient (like an added "cc" when you clicked "reply") was privileged, or
the scrip that was enacted was "Notify Requestor" and you didn't have a
scrip for "others" and when you added a "cc", you created an other, or if
YOU were the requestor and you got into the ticket and hit "reply" RT won't
"notify" the user that caused the transaction to initiate (RT figures if you
did the work, it would be redundant to TELL you that you did the work. In
that case you want the action to be "Autoreply"). Anyway, that's what those
are. Nothing to worry about. The LAST one, however, seems to be telling you
that someone tried to create a query that was comparing to fields that were
not of the same type, like comparing an alpha field (like name) to a numeric
field (like time or a quantity field or something). The search failed
because of it. Hope this helps.

Kenn
LBNL

On 4/3/2008 10:47 AM, Mark Fraser wrote:
> I just finished installing RT 3.6.6 on a clean Linux system yesterday. 
> I still have some configuration to do. I noticed that it was 
> generating the following log entries with the last line showing an 
> error. Without parsing the code myself, I do not know why this error 
> is occurring and if it is of any great significance.
> 
> 
> Apr  3 13:11:01 tracker RT: 
> <rt-3.6.6-7675-1207242660-944.5-3-0 at ndshq.com> #5/119 - Scrip 3
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
> 
> Apr  3 13:11:02 tracker RT: 
> <rt-3.6.6-7675-1207242660-944.5-3-0 at ndshq.com> sent  To: 
> djackson at fednews.com
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:297)
> 
> Apr  3 13:11:02 tracker RT: 
> <rt-3.6.6-7675-1207242660-814.5-4-0 at ndshq.com> #5/119 - Scrip 4
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
> 
> Apr  3 13:11:02 tracker RT: 
> <rt-3.6.6-7675-1207242660-814.5-4-0 at ndshq.com> No recipients found. 
> Not sending. 
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:278)
> 
> Apr  3 13:11:02 tracker RT: 
> <rt-3.6.6-7675-1207242661-1454.5-15-0 at ndshq.com> #5/119 - Scrip 15
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
> 
> Apr  3 13:11:02 tracker RT: 
> <rt-3.6.6-7675-1207242661-1454.5-15-0 at ndshq.com> sent  To: 
> djackson at fednews.com
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:297)
> 
> Apr  3 13:11:02 tracker RT: 
> <rt-3.6.6-7675-1207242661-958.5-16-0 at ndshq.com> #5/119 - Scrip 16
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
> 
> Apr  3 13:11:02 tracker RT: 
> <rt-3.6.6-7675-1207242661-958.5-16-0 at ndshq.com> No recipients found. 
> Not sending. 
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:278)
> 
> Apr  3 13:11:02 tracker RT: Ticket 5 created in queue 'Support' by 
> djackson at fednews.com
> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:756)
> 
> Apr  3 13:19:27 tracker RT: Argument ".0.27" isn't numeric in numeric 
> eq
> (==) at
> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm line 
> 87. 
> (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm:87)
> 
> I will answer any questions in reply and any ideas would be appreciated.
> 
> Respectfully,
> 
> Mark P. Fraser
> 
> 
> ----------------------------------------------------------------------
> --
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support: 
> sales 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 Apr  3 15:19:10 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 03 Apr 2008 12:19:10 -0700
Subject: [rt-users] Error in log of fresh install of RT 3.6.6
In-Reply-To: <47F526D7.7000306@lbl.gov>
References: <00c401c895b2$c6085010$a606a8c0@servicexp>
	<47F526D7.7000306@lbl.gov>
Message-ID: <47F52DAE.1050901@lbl.gov>

Mark,


	Sorry. My fingers are just so fat that sometimes it looks like I can't 
spell or got lost or something. When I wrote a recipient was 
"privileged" as a reason to NOT get an email, I obviously meant "Not 
Privileged". Sorry.

Kenn
LBNL

On 4/3/2008 11:49 AM, Kenneth Crocker wrote:
> Mark,
> 
> 
> 	A couple of those entries are just informational. The ones that said 
> "Not Sending" are alerting you to the fact that a scrip was enacted, 
> probably a notification scrip, and for one or more reasons, it did NOT 
> send any email to anyone. The reasons for not sending an email could be 
> the recipient (like an added "cc" when you clicked "reply") was 
> privileged, or the scrip that was enacted was "Notify Requestor" and you 
> didn't have a scrip for "others" and when you added a "cc", you created 
> an other, or if YOU were the requestor and you got into the ticket and 
> hit "reply" RT won't "notify" the user that caused the transaction to 
> initiate (RT figures if you did the work, it would be redundant to TELL 
> you that you did the work. In that case you want the action to be 
> "Autoreply"). Anyway, that's what those are. Nothing to worry about. The 
> LAST one, however, seems to be telling you that someone tried to create 
> a query that was comparing to fields that were not of the same type, 
> like comparing an alpha field (like name) to a numeric field (like time 
> or a quantity field or something). The search failed because of it. Hope 
> this helps.
> 
> Kenn
> LBNL
> 
> On 4/3/2008 10:47 AM, Mark Fraser wrote:
>> I just finished installing RT 3.6.6 on a clean Linux system yesterday. I 
>> still have some configuration to do. I noticed that it was generating 
>> the following log entries with the last line showing an error. Without 
>> parsing the code myself, I do not know why this error is occurring and 
>> if it is of any great significance.
>>
>>
>> Apr  3 13:11:01 tracker RT: 
>> <rt-3.6.6-7675-1207242660-944.5-3-0 at ndshq.com> #5/119 - Scrip 3  
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
>>
>> Apr  3 13:11:02 tracker RT: 
>> <rt-3.6.6-7675-1207242660-944.5-3-0 at ndshq.com> sent  To: 
>> djackson at fednews.com 
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:297)
>>
>> Apr  3 13:11:02 tracker RT: 
>> <rt-3.6.6-7675-1207242660-814.5-4-0 at ndshq.com> #5/119 - Scrip 4  
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
>>
>> Apr  3 13:11:02 tracker RT: 
>> <rt-3.6.6-7675-1207242660-814.5-4-0 at ndshq.com> No recipients found. Not 
>> sending. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:278)
>>
>> Apr  3 13:11:02 tracker RT: 
>> <rt-3.6.6-7675-1207242661-1454.5-15-0 at ndshq.com> #5/119 - Scrip 15  
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
>>
>> Apr  3 13:11:02 tracker RT: 
>> <rt-3.6.6-7675-1207242661-1454.5-15-0 at ndshq.com> sent  To: 
>> djackson at fednews.com 
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:297)
>>
>> Apr  3 13:11:02 tracker RT: 
>> <rt-3.6.6-7675-1207242661-958.5-16-0 at ndshq.com> #5/119 - Scrip 16  
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
>>
>> Apr  3 13:11:02 tracker RT: 
>> <rt-3.6.6-7675-1207242661-958.5-16-0 at ndshq.com> No recipients found. Not 
>> sending. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:278)
>>
>> Apr  3 13:11:02 tracker RT: Ticket 5 created in queue 'Support' by 
>> djackson at fednews.com 
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:756)
>>
>> Apr  3 13:19:27 tracker RT: Argument ".0.27" isn't numeric in numeric eq 
>> (==) at 
>> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm line 
>> 87. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm:87)
>>
>> I will answer any questions in reply and any ideas would be appreciated.
>>
>> Respectfully,
>>
>> Mark P. Fraser
>>
>>
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From gleduc at mail.sdsu.edu  Thu Apr  3 15:21:20 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 03 Apr 2008 12:21:20 -0700
Subject: [rt-users] [ERROR] Request-URI Too Large
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F93190@w3hamboex11.ger.win
	.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB0394F93190@w3hamboex11.ger.win.int.kn>
Message-ID: <6.2.1.2.2.20080403121427.023c3298@mail.sdsu.edu>

Torsten, I can't see an easy workaround to do this via the web piece.  I 
posted a perl script a couple (or few) weeks ago that dumps a list of all 
users from the command line, so if you look through the archives for the 
last month or so for stuff posted by me you should find it.  As a 
disclaimer, the person I posted it for got an error and it didn't work.  It 
does work on my Solaris box and there aren't any funky calls in it that 
should break the script, so you might want to give it a try.

Good luck,
Gene

At 10:41 AM 4/3/2008, Ham MI-ID, Torsten Brumm wrote:

>Hi gene,
>What does this mean exactly? No chance to export all uiser? Now workaround 
>(dump from the db?)
>
>Torsten
>
>-----Original Message-----
>From: Gene  LeDuc <gleduc at mail.sdsu.edu>
>To: Ham MI-ID, Torsten Brumm
>CC: rt Users <RT-Users at lists.bestpractical.com>
>Sent: Thu Apr 03 19:07:28 2008
>Subject: Re: [rt-users] [ERROR] Request-URI Too Large
>
>Oops, now I see why the user list needs to be passed to the handler
>(results of a search may not contain _all_ users).
>
>At 09:09 AM 4/3/2008, Gene  LeDuc wrote:
> >This looks like an RT design error.  For some reason it is passing a list
> >containing every user's id via the URL.  If the list of users is long
> >enough you will certainly break something.  Since you can't select which
> >users to dump into the file (other than including disabled users), there's
> >really no reason to have to pass the user list to the handler - it will
> >always dump either all users or all users that aren't disabled.
> >
> >Regards,
> >Gene
> >
> >At 02:03 AM 4/3/2008, Ham MI-ID, Torsten Brumm wrote:
> > >Hi RT Users,
> > >
> > >Just tried to export my users (Configuration -> Users -> Download as TAB
> > >delimited File) and got this error:
> > >
> > >Request-URI Too Large
> > >
> > >The requested URL's length exceeds the capacity limit for this server.
> > >
> > >Any idea how to fix this? Is this a error from RT (why the URL is so long)
> > >or can i change something at the webserver?
> > >
> > >Thanks
> > >
> > >Torsten
> > >
> > >K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann
> > >(Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred
> > >Manke, Christian Marnett?? (Stellv.),  Mark Reinhardt (Stellv.), Jens
> > >Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928,
> > >USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel
> > >A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat:
> > >Klaus-Michael K?hne
>
>
>K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann 
>(Vors.), Uwe Bielang (Stellv.), Dirk Blesius (Stellv.), Bruno Mang, Alfred 
>Manke, Christian Marnett?? (Stellv.), Mark Reinhardt (Stellv.), Jens 
>Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, 
>USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel 
>A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat: 
>Klaus-Michael K?hne


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From KFCrocker at lbl.gov  Thu Apr  3 15:27:38 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 03 Apr 2008 12:27:38 -0700
Subject: [rt-users] Error in log of fresh install of RT 3.6.6
In-Reply-To: <00ca01c895be$99cca670$a606a8c0@servicexp>
References: <00c401c895b2$c6085010$a606a8c0@servicexp>
	<47F526D7.7000306@lbl.gov>
	<00ca01c895be$99cca670$a606a8c0@servicexp>
Message-ID: <47F52FAA.7020001@lbl.gov>

Mark,


	Sorry. I didn't mean to sound pedantic. I didn't know how experienced 
you were on any of this. Hell, I'm REALLY new to alot of it. However, to 
your question. If I understand what you're asking, it is why the last 
error? If so, it is because the value that exists in 
"($self->DatabaseVersion, 1)" is not numeric and the condition is a 
numeric comparison. I'm not a MySQL guy, but does that make any sense to 
you, about that data element? Hope this helps.


Kenn
LBNL


On 4/3/2008 12:11 PM, Mark Fraser (Google Mail) wrote:
> Thanks, but actually, my concern was really for the last item. I am not
> trying to be "smart", however I understand the general function and can even
> look at the specific code in the referenced file. I was trying not to have
> to figure out why the established code was generating this specific error,
> i.e. is it a bug or the result or poor data checking on the part of the
> original programmer. 
> 
> The following code snippet is from the "offending " file,
> "/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm"  :
> 
> sub DistinctQuery {
>     my $self = shift;
>     my $statementref = shift;
>     my $sb = shift;
> 
>     return $self->SUPER::DistinctQuery( $statementref, $sb, @_ )
>         if $sb->_GroupClause || $sb->_OrderClause !~ /(?<!main)\./;
> 
>     if ( substr($self->DatabaseVersion, 1) == 4 ) {        #<<<<<<<<<<<
> HERE, Line 87
>         local $sb->{'group_by'} = [{FIELD => 'id'}];
> 
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Thursday, April 03, 2008 2:50 PM
> To: mpfraser at ndshq.com
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Error in log of fresh install of RT 3.6.6
> 
> Mark,
> 
> 
> 	A couple of those entries are just informational. The ones that said
> "Not Sending" are alerting you to the fact that a scrip was enacted,
> probably a notification scrip, and for one or more reasons, it did NOT send
> any email to anyone. The reasons for not sending an email could be the
> recipient (like an added "cc" when you clicked "reply") was privileged, or
> the scrip that was enacted was "Notify Requestor" and you didn't have a
> scrip for "others" and when you added a "cc", you created an other, or if
> YOU were the requestor and you got into the ticket and hit "reply" RT won't
> "notify" the user that caused the transaction to initiate (RT figures if you
> did the work, it would be redundant to TELL you that you did the work. In
> that case you want the action to be "Autoreply"). Anyway, that's what those
> are. Nothing to worry about. The LAST one, however, seems to be telling you
> that someone tried to create a query that was comparing to fields that were
> not of the same type, like comparing an alpha field (like name) to a numeric
> field (like time or a quantity field or something). The search failed
> because of it. Hope this helps.
> 
> Kenn
> LBNL
> 
> On 4/3/2008 10:47 AM, Mark Fraser wrote:
>> I just finished installing RT 3.6.6 on a clean Linux system yesterday. 
>> I still have some configuration to do. I noticed that it was 
>> generating the following log entries with the last line showing an 
>> error. Without parsing the code myself, I do not know why this error 
>> is occurring and if it is of any great significance.
>>
>>
>> Apr  3 13:11:01 tracker RT: 
>> <rt-3.6.6-7675-1207242660-944.5-3-0 at ndshq.com> #5/119 - Scrip 3
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
>>
>> Apr  3 13:11:02 tracker RT: 
>> <rt-3.6.6-7675-1207242660-944.5-3-0 at ndshq.com> sent  To: 
>> djackson at fednews.com
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:297)
>>
>> Apr  3 13:11:02 tracker RT: 
>> <rt-3.6.6-7675-1207242660-814.5-4-0 at ndshq.com> #5/119 - Scrip 4
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
>>
>> Apr  3 13:11:02 tracker RT: 
>> <rt-3.6.6-7675-1207242660-814.5-4-0 at ndshq.com> No recipients found. 
>> Not sending. 
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:278)
>>
>> Apr  3 13:11:02 tracker RT: 
>> <rt-3.6.6-7675-1207242661-1454.5-15-0 at ndshq.com> #5/119 - Scrip 15
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
>>
>> Apr  3 13:11:02 tracker RT: 
>> <rt-3.6.6-7675-1207242661-1454.5-15-0 at ndshq.com> sent  To: 
>> djackson at fednews.com
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:297)
>>
>> Apr  3 13:11:02 tracker RT: 
>> <rt-3.6.6-7675-1207242661-958.5-16-0 at ndshq.com> #5/119 - Scrip 16
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
>>
>> Apr  3 13:11:02 tracker RT: 
>> <rt-3.6.6-7675-1207242661-958.5-16-0 at ndshq.com> No recipients found. 
>> Not sending. 
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:278)
>>
>> Apr  3 13:11:02 tracker RT: Ticket 5 created in queue 'Support' by 
>> djackson at fednews.com
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:756)
>>
>> Apr  3 13:19:27 tracker RT: Argument ".0.27" isn't numeric in numeric 
>> eq
>> (==) at
>> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm line 
>> 87. 
>> (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm:87)
>>
>> I will answer any questions in reply and any ideas would be appreciated.
>>
>> Respectfully,
>>
>> Mark P. Fraser
>>
>>
>> ----------------------------------------------------------------------
>> --
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support: 
>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 



From falcone at bestpractical.com  Thu Apr  3 15:38:17 2008
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 3 Apr 2008 15:38:17 -0400
Subject: [rt-users] Error in log of fresh install of RT 3.6.6
In-Reply-To: <00ca01c895be$99cca670$a606a8c0@servicexp>
References: <00c401c895b2$c6085010$a606a8c0@servicexp>
	<47F526D7.7000306@lbl.gov>
	<00ca01c895be$99cca670$a606a8c0@servicexp>
Message-ID: <117CD1D9-9A42-46E5-BC34-E37EE21C46A9@bestpractical.com>


On Apr 3, 2008, at 3:11 PM, Mark Fraser (Google Mail) wrote:

> Thanks, but actually, my concern was really for the last item. I am  
> not
> trying to be "smart", however I understand the general function and  
> can even
> look at the specific code in the referenced file. I was trying not  
> to have
> to figure out why the established code was generating this specific  
> error,
> i.e. is it a bug or the result or poor data checking on the part of  
> the
> original programmer.

This was a simple typo introduced in DBIx-SearchBuilder 1.52 and
fixed the next day in 1.53.  It should have been
substr($self->DatabaseVersion, 0, 1)

It is probably worth upgrading to 1.53 if you're using 1.52, but
Ruz could say more.

-kevin

>
>
> The following code snippet is from the "offending " file,
> "/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm"  :
>
> sub DistinctQuery {
>    my $self = shift;
>    my $statementref = shift;
>    my $sb = shift;
>
>    return $self->SUPER::DistinctQuery( $statementref, $sb, @_ )
>        if $sb->_GroupClause || $sb->_OrderClause !~ /(?<!main)\./;
>
>    if ( substr($self->DatabaseVersion, 1) == 4 ) {        #<<<<<<<<<<<
> HERE, Line 87
>        local $sb->{'group_by'} = [{FIELD => 'id'}];
>
>
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
> Sent: Thursday, April 03, 2008 2:50 PM
> To: mpfraser at ndshq.com
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Error in log of fresh install of RT 3.6.6
>
> Mark,
>
>
> 	A couple of those entries are just informational. The ones that said
> "Not Sending" are alerting you to the fact that a scrip was enacted,
> probably a notification scrip, and for one or more reasons, it did  
> NOT send
> any email to anyone. The reasons for not sending an email could be the
> recipient (like an added "cc" when you clicked "reply") was  
> privileged, or
> the scrip that was enacted was "Notify Requestor" and you didn't  
> have a
> scrip for "others" and when you added a "cc", you created an other,  
> or if
> YOU were the requestor and you got into the ticket and hit "reply"  
> RT won't
> "notify" the user that caused the transaction to initiate (RT  
> figures if you
> did the work, it would be redundant to TELL you that you did the  
> work. In
> that case you want the action to be "Autoreply"). Anyway, that's  
> what those
> are. Nothing to worry about. The LAST one, however, seems to be  
> telling you
> that someone tried to create a query that was comparing to fields  
> that were
> not of the same type, like comparing an alpha field (like name) to a  
> numeric
> field (like time or a quantity field or something). The search failed
> because of it. Hope this helps.
>
> Kenn
> LBNL
>
> On 4/3/2008 10:47 AM, Mark Fraser wrote:
>> I just finished installing RT 3.6.6 on a clean Linux system  
>> yesterday.
>> I still have some configuration to do. I noticed that it was
>> generating the following log entries with the last line showing an
>> error. Without parsing the code myself, I do not know why this error
>> is occurring and if it is of any great significance.
>>
>>
>> Apr  3 13:11:01 tracker RT:
>> <rt-3.6.6-7675-1207242660-944.5-3-0 at ndshq.com> #5/119 - Scrip 3
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
>>
>> Apr  3 13:11:02 tracker RT:
>> <rt-3.6.6-7675-1207242660-944.5-3-0 at ndshq.com> sent  To:
>> djackson at fednews.com
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:297)
>>
>> Apr  3 13:11:02 tracker RT:
>> <rt-3.6.6-7675-1207242660-814.5-4-0 at ndshq.com> #5/119 - Scrip 4
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
>>
>> Apr  3 13:11:02 tracker RT:
>> <rt-3.6.6-7675-1207242660-814.5-4-0 at ndshq.com> No recipients found.
>> Not sending.
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:278)
>>
>> Apr  3 13:11:02 tracker RT:
>> <rt-3.6.6-7675-1207242661-1454.5-15-0 at ndshq.com> #5/119 - Scrip 15
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
>>
>> Apr  3 13:11:02 tracker RT:
>> <rt-3.6.6-7675-1207242661-1454.5-15-0 at ndshq.com> sent  To:
>> djackson at fednews.com
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:297)
>>
>> Apr  3 13:11:02 tracker RT:
>> <rt-3.6.6-7675-1207242661-958.5-16-0 at ndshq.com> #5/119 - Scrip 16
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:266)
>>
>> Apr  3 13:11:02 tracker RT:
>> <rt-3.6.6-7675-1207242661-958.5-16-0 at ndshq.com> No recipients found.
>> Not sending.
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:278)
>>
>> Apr  3 13:11:02 tracker RT: Ticket 5 created in queue 'Support' by
>> djackson at fednews.com
>> (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:756)
>>
>> Apr  3 13:19:27 tracker RT: Argument ".0.27" isn't numeric in numeric
>> eq
>> (==) at
>> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm  
>> line
>> 87.
>> (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm: 
>> 87)
>>
>> I will answer any questions in reply and any ideas would be  
>> appreciated.
>>
>> Respectfully,
>>
>> Mark P. Fraser
>>
>>
>> ----------------------------------------------------------------------
>> --
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support:
>> 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 asallade at PTSOWA.ORG  Thu Apr  3 16:27:34 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Thu, 3 Apr 2008 13:27:34 -0700
Subject: [rt-users] Due Date in Ticket Creation Page
In-Reply-To: <589c94400804022331x59874dd4y74e41db7e2a6ea11@mail.gmail.com>
References: <BB38AECB-3A88-4EE1-B511-5806D1A811C7@cahir.net>
	<589c94400804022331x59874dd4y74e41db7e2a6ea11@mail.gmail.com>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF175@PTSOEXCHANGE.PTSOWA.ORG>

I did a hack where we just took the <div> that held the advanced options
and showed it inline after the basic options, with a create button under
each section. That way you could do a basic ticket and hit create, or
scroll down, add the dates and hit create.

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

-----Original Message-----
From: Ruslan Zakirov [mailto:ruz at bestpractical.com] 
Sent: Wednesday, April 02, 2008 11:32 PM
To: Stephen Cochran
Cc: rt Users
Subject: Re: [rt-users] Due Date in Ticket Creation Page

It's already there. You just have to click show advanced there on
ticket create page.

On Thu, Apr 3, 2008 at 7:42 AM, Stephen Cochran
<stephen.a.cochran.lists at cahir.net> wrote:
>
>  Has anyone hacked the Create ticket form to show the due date? Can
>  easily create a custom field that shows on the entry form, but seems
>  silly since the ticket object already has a due date.
>
>
>  In the archives I noticed a lot posts referencing using PHP etc as a
>  front end and just having the forms send mail to RT to be processed
>  in. Is that typical, ie what most people do to provide a more
flexible
>  interface (ajax, etc)?
>
>  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
>



-- 
Best regards, Ruslan.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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


From ruz at bestpractical.com  Thu Apr  3 20:49:16 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 4 Apr 2008 04:49:16 +0400
Subject: [rt-users] Error in log of fresh install of RT 3.6.6
In-Reply-To: <00c401c895b2$c6085010$a606a8c0@servicexp>
References: <00c401c895b2$c6085010$a606a8c0@servicexp>
Message-ID: <589c94400804031749o4328bc7fla9f6e0ad576ae1fa@mail.gmail.com>

On Thu, Apr 3, 2008 at 9:47 PM, Mark Fraser <mpfraser at mynetstream.com> wrote:
>
>
>
> I just finished installing RT 3.6.6 on a clean Linux system yesterday. I
> still have some configuration to do. I noticed that it was generating the
> following log entries with the last line showing an error. Without parsing
> the code myself, I do not know why this error is occurring and if it is of
> any great significance.

[snip]

> Apr  3 13:19:27 tracker RT: Argument ".0.27" isn't numeric in numeric eq
> (==) at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm
> line 87.
> (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm:87)

Install DBIx::SearchBuilder 0.53

>
> I will answer any questions in reply and any ideas would be appreciated.
>
> Respectfully,
>
> Mark P. Fraser
> _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: 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 weser at osp-dd.de  Fri Apr  4 03:47:04 2008
From: weser at osp-dd.de (Benjamin Weser)
Date: Fri, 04 Apr 2008 09:47:04 +0200
Subject: [rt-users] insert blank columns in query builder
In-Reply-To: <47F49050.2070501@osp-dd.de>
References: <47F49050.2070501@osp-dd.de>
Message-ID: <47F5DCF8.3090804@osp-dd.de>

The problem's solved. For the sake of the mailing list, here's the solution.

Just copy $RT_HOME/share/html/Search/Elements/BuildFormatString to local 
and add a <blank> to the array starting at line 68. Then the blank can 
be used everywhere for the search.

# All the things we can display in the format string by default
my @fields = qw(
  id
  Status
  ExtendedStatus

 [snip]

  Children
  NEWLINE
  <blank>
);

Best,
Ben


Benjamin Weser schrieb:
> Hi list,
>
> is there a way to add a blank column to the shown column at "Display 
> Columns" in the Query Builder? There is one as default at ShowColumns 
> but there is no chance to add another one from Add Columns. Did I miss 
> anything or is this not possible yet? I have not found anything at the 
> list or the wiki about this issue...
>
> Cheers,
> Ben
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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.fay at hotmail.co.uk  Fri Apr  4 04:23:31 2008
From: andrew.fay at hotmail.co.uk (andrew fay)
Date: Fri, 4 Apr 2008 08:23:31 +0000
Subject: [rt-users] Self Service
Message-ID: <BLU134-W10555D36963E8C9553007BC9F60@phx.gbl>


Hello,

I am using RT 3.6.4 at the moment on ubuntu 7.10, I have users logging in using Mike Peachey's RT::Authen::ExternalAuth extension.

My problem is that on the self service page users have the option to change their password which I don't want to be there and in the top right there is a goto ticket box that I don't want there as users can enter any ticket number in there and jump to other people's tickets which obviously isn't great,

Anyone know how I can get rid of these 2 ?

Thanks in advance,

Andy

_________________________________________________________________
Amazing prizes every hour with Live Search Big Snap
http://www.bigsnapsearch.com
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From mike.peachey at jennic.com  Fri Apr  4 04:30:08 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 04 Apr 2008 09:30:08 +0100
Subject: [rt-users] Self Service
In-Reply-To: <BLU134-W10555D36963E8C9553007BC9F60@phx.gbl>
References: <BLU134-W10555D36963E8C9553007BC9F60@phx.gbl>
Message-ID: <47F5E710.1000902@jennic.com>

andrew fay wrote:
> Hello,
> 
> I am using RT 3.6.4 at the moment on ubuntu 7.10, I have users logging 
> in using Mike Peachey's RT::Authen::ExternalAuth extension.
> 
> My problem is that on the self service page users have the option to 
> change their password which I don't want to be there and in the top 
> right there is a goto ticket box that I don't want there as users can 
> enter any ticket number in there and jump to other people's tickets 
> which obviously isn't great,
> 
> Anyone know how I can get rid of these 2 ?

You don't need to get rid of the Goto Ticket box, simply ensure that 
users don't have permission to view tickets other than their own. This 
is accomplished with giving ShowTicket (you also want ReplyToTicket) to 
the Requestor role for any given queue.

So long only Requestors and Privileged (non-self-service) users can 
ShowTicket.. there's no problem.

As for the password change.. my self-service doesn't show that ability.. 
you probably want to remove the ModifySelf right for "Everyone" or 
something like that.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From andrew.fay at hotmail.co.uk  Fri Apr  4 04:47:41 2008
From: andrew.fay at hotmail.co.uk (andrew fay)
Date: Fri, 4 Apr 2008 08:47:41 +0000
Subject: [rt-users] Self Service
In-Reply-To: <47F5E710.1000902@jennic.com>
References: <BLU134-W10555D36963E8C9553007BC9F60@phx.gbl>
	<47F5E710.1000902@jennic.com>
Message-ID: <BLU134-W124BFEA1DEDB2B24034067C9F60@phx.gbl>





morning mike!,

thanks for that - sorted,

One more thing, on the self service.. if I change someone's ticket's queue it gives them the message :


      afay -  Queue changed from  to

and thats it.. no mention of what queue it has been moved from to,

is there a quick fix for that? as this is our last issue before we can bring RT live,

Cheers,

Andy

> Date: Fri, 4 Apr 2008 09:30:08 +0100
> From: mike.peachey at jennic.com
> To: andrew.fay at hotmail.co.uk; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Self Service
> 
> andrew fay wrote:
> > Hello,
> > 
> > I am using RT 3.6.4 at the moment on ubuntu 7.10, I have users logging 
> > in using Mike Peachey's RT::Authen::ExternalAuth extension.
> > 
> > My problem is that on the self service page users have the option to 
> > change their password which I don't want to be there and in the top 
> > right there is a goto ticket box that I don't want there as users can 
> > enter any ticket number in there and jump to other people's tickets 
> > which obviously isn't great,
> > 
> > Anyone know how I can get rid of these 2 ?
> 
> You don't need to get rid of the Goto Ticket box, simply ensure that 
> users don't have permission to view tickets other than their own. This 
> is accomplished with giving ShowTicket (you also want ReplyToTicket) to 
> the Requestor role for any given queue.
> 
> So long only Requestors and Privileged (non-self-service) users can 
> ShowTicket.. there's no problem.
> 
> As for the password change.. my self-service doesn't show that ability.. 
> you probably want to remove the ModifySelf right for "Everyone" or 
> something like that.
> 
> -- 
> Kind Regards,
> 
> __________________________________________________
> 
> Mike Peachey, IT
> Tel: +44 114 281 2655
> Fax: +44 114 281 2951
> Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
> Comp Reg No: 3191371 - Registered In England
> http://www.jennic.com
> __________________________________________________

_________________________________________________________________
The next generation of Windows Live is here
http://www.windowslive.co.uk/get-live
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From mike.peachey at jennic.com  Fri Apr  4 04:56:39 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 04 Apr 2008 09:56:39 +0100
Subject: [rt-users] Self Service
In-Reply-To: <BLU134-W124BFEA1DEDB2B24034067C9F60@phx.gbl>
References: <BLU134-W10555D36963E8C9553007BC9F60@phx.gbl>	<47F5E710.1000902@jennic.com>
	<BLU134-W124BFEA1DEDB2B24034067C9F60@phx.gbl>
Message-ID: <47F5ED47.7090601@jennic.com>

andrew fay wrote:
> morning mike!,
> 
> thanks for that - sorted,
> 
> One more thing, on the self service.. if I change someone's ticket's 
> queue it gives them the message :
> 
> afay - Queue changed from to
> 
> and thats it.. no mention of what queue it has been moved from to,
> 
> is there a quick fix for that? as this is our last issue before we can 
> bring RT live,

I'm not sure about that one to be honest - I've hardly ever moved a 
Ticket between Queues.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From weser at osp-dd.de  Fri Apr  4 05:02:48 2008
From: weser at osp-dd.de (Benjamin Weser)
Date: Fri, 04 Apr 2008 11:02:48 +0200
Subject: [rt-users] Self Service
In-Reply-To: <47F5ED47.7090601@jennic.com>
References: <BLU134-W10555D36963E8C9553007BC9F60@phx.gbl>	<47F5E710.1000902@jennic.com>	<BLU134-W124BFEA1DEDB2B24034067C9F60@phx.gbl>
	<47F5ED47.7090601@jennic.com>
Message-ID: <47F5EEB8.3030400@osp-dd.de>

I think you'll need the right SeeQueue for that. Otherwise the queue is 
invisible and can't be resolved by the template. But I'm not so sure 
about that either.

Mike Peachey schrieb:
> andrew fay wrote:
>   
>> morning mike!,
>>
>> thanks for that - sorted,
>>
>> One more thing, on the self service.. if I change someone's ticket's 
>> queue it gives them the message :
>>
>> afay - Queue changed from to
>>
>> and thats it.. no mention of what queue it has been moved from to,
>>
>> is there a quick fix for that? as this is our last issue before we can 
>> bring RT live,
>>     
>
> I'm not sure about that one to be honest - I've hardly ever moved a 
> Ticket between Queues.
>
>   



From lb at mpexnet.de  Fri Apr  4 05:16:13 2008
From: lb at mpexnet.de (Lars Braeuer)
Date: Fri, 04 Apr 2008 11:16:13 +0200
Subject: [rt-users] Weird error on Owner Change: "Could not change owner.
 Group already has member"
Message-ID: <47F5F1DD.7030802@mpexnet.de>

Hi,

I'm using RT 3.6.6, having three Groups defined.

The group I'm in, has all rights granted on the global level.

But still I'm not able to take some of the tickets currently owned by "Nobody".

Whenever I try to change the owner of some tickets (using the "Basics" section 
in the ticket view), I'm getting the error message: "Could not change owner. 
Group already has member"

I tried to debug this issue. So I found out that the first part of the error 
message is originated from lib/RT/Ticket_Overlay.pm line 3079:


     my ( $add_id, $add_msg ) = $self->OwnerGroup->_AddMember(
                                        PrincipalId => $NewOwnerObj->PrincipalId,
                                        InsideTransaction => 1 );
     unless ($add_id) {
         $RT::Handle->Rollback();
         return ( 0, $self->loc("Could not change owner. ") . $add_msg );
     }


Digging further down, I was wondering why the AddMember function is used at all?

The second part of the error "Group already has member" is originated from 
lib/RT/Group_Overlay.pm line 985:


     if ( $self->HasMember( $new_member_obj ) ) {

         #User is already a member of this group. no need to add it
         return ( 0, $self->loc("Group already has member") );
     }


Why would it be required, to add the user to a group, when I'm just trying to 
change the owner of the ticket?

Commenting out the block in Ticket_Overlay.pm starting with "unless ($add_id) {" 
fixes the issue, but I'm not sure if this is breaking anything.

Thanks in advance for any advice.

Best,

Lars Br?uer
-- 
MPeX.net GmbH                                   MPeXnetworks
Werner-Vo?-Damm 62                    http://mpexnetworks.de
D-12101 Berlin                   Tel: ++49 - 30 - 780 97 180
Germany                          Fax: ++49 - 30 - 780 97 181

HRB 76688, Berlin                 Amtsgericht Charlottenburg
Gesch?ftsf?hrer:                          Gregor Lawatscheck
                                           Robert Lawatscheck
                                                  Lars Br?uer


From bert at p3rf3ct.com  Fri Apr  4 06:01:00 2008
From: bert at p3rf3ct.com (Robert Logan)
Date: Fri, 04 Apr 2008 11:01:00 +0100
Subject: [rt-users] A hoary goat.
Message-ID: <47F5FC5C.9060900@p3rf3ct.com>


Long time listener 1st time caller ....

A few snippets of advice required please.

Ive just started at a new post and have been tasked to look after the RT 
system here. Its version 3.1.4 and fairly vanilla in setup.

I intend to take this (2005) system and move it to the latest, with a 
hardware and OS/Db update as well. Im assuming that the upgrade to 3.6.6 
(current) will be more or less painless (follow the guide), but I'd like 
some pointers to making changes thereafter in terms of custom forms for 
ticket submission (various custom fields) and any caveats anyone has ..

MY RT history is one of installs and very simple setups of v3 RTs (on 
slackware - so I know how to mess with stuff) and a lot of time with RT2 
back in the day.

Any pointers will be much appreciated

bert


From jesse at bestpractical.com  Fri Apr  4 06:36:18 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 4 Apr 2008 00:36:18 -1000
Subject: [rt-users] Editing Custom Fields using CLI
In-Reply-To: <20080403141049.64f3b339@teribox.holyfamily.in>
References: <1AC37FBEF7856646AC61A9F285BC14CC03CA85C9@mtn-exch1.sumtotalsystems.com>
	<3354428D-C141-48D5-91C4-7157C38F0182@bestpractical.com>
	<1AC37FBEF7856646AC61A9F285BC14CC03CA8882@mtn-exch1.sumtotalsystems.com>
	<20070706141808.GB27590@it.is.rice.edu>
	<1AC37FBEF7856646AC61A9F285BC14CC03CA88B9@mtn-exch1.sumtotalsystems.com>
	<20070706144724.GC27590@it.is.rice.edu>
	<1AC37FBEF7856646AC61A9F285BC14CC03CA88C2@mtn-exch1.sumtotalsystems.com>
	<20070706145944.GD27590@it.is.rice.edu>
	<1AC37FBEF7856646AC61A9F285BC14CC03CA8908@mtn-exch1.sumtotalsystems.com>
	<20070706161442.GF27590@it.is.rice.edu>
	<20080403141049.64f3b339@teribox.holyfamily.in>
Message-ID: <8A484530-610D-43C0-BF62-7201EE753702@bestpractical.com>


On Apr 2, 2008, at 10:40 PM, Terence Monteiro wrote:
> Hi,
>
> I'm using RT 3.6.4, which I had installed using the ubuntu  
> repositiries. I'm
> using mysql as the backend DBMS. I have a custom field "Month of  
> application",
> which I want to set while creating tickets. The queue I want to create
> tickets in has this custom field as one of its fields.


We've fixed a bunch of bugs related to CFs and the commandline in  
3.6.5 and 3.6.6....It's worth giving RT 3.6.6 a shot.

-jesse
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From lahollande at gmail.com  Fri Apr  4 09:10:45 2008
From: lahollande at gmail.com (holland holland)
Date: Fri, 4 Apr 2008 15:10:45 +0200
Subject: [rt-users] RT improving security/privacy
Message-ID: <1707049b0804040610j3ac13e07m8d6acfa5536c5e46@mail.gmail.com>

Dear all,

My problem started with people putting by mistake users on admincc,
with the terrible effect of having those people viewing comments.

Basically I'm trying to detect AdminCc (watchers) set on ticket and Queues.

I think of 3 possible solutions:

1/
A scrip that prevent certain users of being put as AdminCc (For Ticket
and Queue):

Custom action preparation code:
-----------------------------------------------

Track when Admincc added at ticket or Queue level.
Check against list of authorized users (authorized to be on admincc)

Custom action cleanup code:
-----------------------------------------

send alert or others.


I started with this piece, but it only check at ticket level:

my $transactionType = $self->TransactionObj->Type;
my $watcherType = $self->TransactionObj->Field;
if (($transactionType eq 'AddWatcher') and ($watcherType eq 'AdminCc')) {
 return 1;
}
 return undef;



2/

When pressing "Save Changes" button,  end user will be warned that
this user cannot be set as admincc (not found against list of
authorized users).

By far the best solution to me.



3/
SQL in a cronjob, but not pro-active enough.


I found this SQL statement (at the ticket level) so far:
---------------------------------------------------------------------------


SELECT DISTINCT
   t1.id Ticket_id,
   g2.id RoleGroup_id,
   g2.Type Role_Type,
   cgm3.MemberId RoleMember_id,
   p4.PrincipalType,
   u5.Name
FROM
   Tickets t1,
   Groups g2,
   CachedGroupMembers cgm3,
   Principals p4,
   Users u5
WHERE
   t1.id > 10000 AND
   g2.Domain = 'RT::Ticket-Role' AND g2.Instance = t1.id AND
   cgm3.GroupId = g2.id AND
   p4.id = cgm3.MemberId AND
   p4.Disabled = 0 AND
   p4.PrincipalType = 'User'
   AND g2.Type = 'AdminCc'
   AND u5.id = p4.id;



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


From rainer at ultra-secure.de  Fri Apr  4 08:59:58 2008
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Fri, 04 Apr 2008 14:59:58 +0200
Subject: [rt-users] A hoary goat.
In-Reply-To: <47F5FC5C.9060900@p3rf3ct.com>
References: <47F5FC5C.9060900@p3rf3ct.com>
Message-ID: <47F6264E.2090805@ultra-secure.de>

Robert Logan schrieb:
> Long time listener 1st time caller ....
>
> A few snippets of advice required please.
>
> Ive just started at a new post and have been tasked to look after the RT 
> system here. Its version 3.1.4 and fairly vanilla in setup.
>
> I intend to take this (2005) system and move it to the latest, with a 
> hardware and OS/Db update as well. Im assuming that the upgrade to 3.6.6 
> (current) will be more or less painless (follow the guide), but I'd like 
> some pointers to making changes thereafter in terms of custom forms for 
> ticket submission (various custom fields) and any caveats anyone has ..
>
> MY RT history is one of installs and very simple setups of v3 RTs (on 
> slackware - so I know how to mess with stuff) and a lot of time with RT2 
> back in the day.
>
> Any pointers will be much appreciated
>   


OS?
DB?
Webserver?
mod_perl?

Clairvoyants not included....


cheers,
Rainer


From mpfraser at mynetstream.com  Fri Apr  4 10:37:22 2008
From: mpfraser at mynetstream.com (Mark Fraser)
Date: Fri, 4 Apr 2008 10:37:22 -0400
Subject: [rt-users] Log file dates are off.
Message-ID: <015d01c89661$64f9dd70$a606a8c0@servicexp>

I just recently installed RT 3.6.6 on a fresh/clean load Linux system. I
have noticed that the logs going into the /var/log/rt3/rt.log file have
times that are 6 hours later than the RT logs going into my
/var/log.messages log file. Here is a cut from my RT_Config.pm file:

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

I have not changed this ever, so it appears that RT is treating the time as
being GMT.

Mark P. Fraser
Netstream
Visit us at http://www.mynetstream.com/

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From npereira at protus.com  Fri Apr  4 10:48:32 2008
From: npereira at protus.com (Nelson Pereira)
Date: Fri, 4 Apr 2008 10:48:32 -0400
Subject: [rt-users] Install RT on RHEL5
Message-ID: <21044E8C915A7E43B90A1056127160F116AC0C@EXMAIL.protus.org>

Is there a special instructions to install RT3 on RHEL5?

Or simply follow RHEL4 manual install?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From ktm at rice.edu  Fri Apr  4 10:57:06 2008
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 4 Apr 2008 09:57:06 -0500
Subject: [rt-users] Log file dates are off.
In-Reply-To: <015d01c89661$64f9dd70$a606a8c0@servicexp>
References: <015d01c89661$64f9dd70$a606a8c0@servicexp>
Message-ID: <20080404145706.GX769@it.is.rice.edu>

RT logs in UTC. The user interface displays in localtime.

Ken

On Fri, Apr 04, 2008 at 10:37:22AM -0400, Mark Fraser wrote:
> I just recently installed RT 3.6.6 on a fresh/clean load Linux system. I
> have noticed that the logs going into the /var/log/rt3/rt.log file have
> times that are 6 hours later than the RT logs going into my
> /var/log.messages log file. Here is a cut from my RT_Config.pm file:
> 
> # $Timezone is used to convert times entered by users into GMT and back
> again
> # It should be set to a timezone recognized by your local unix box.
> Set($Timezone , 'US/Eastern');
> 
> I have not changed this ever, so it appears that RT is treating the time as
> being GMT.
> 
> Mark P. Fraser
> Netstream
> Visit us at http://www.mynetstream.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 mike.peachey at jennic.com  Fri Apr  4 11:04:30 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 04 Apr 2008 16:04:30 +0100
Subject: [rt-users] Install RT on RHEL5
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AC0C@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AC0C@EXMAIL.protus.org>
Message-ID: <47F6437E.5060604@jennic.com>

Nelson Pereira wrote:
> Is there a special instructions to install RT3 on RHEL5?
> 
> Or simply follow RHEL4 manual install?

As I've said before, I heavily recommend following the Manual Install 
instructions instead.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From Martin.Lee at Ticketmaster.co.uk  Fri Apr  4 11:07:36 2008
From: Martin.Lee at Ticketmaster.co.uk (Martin Lee)
Date: Fri, 4 Apr 2008 16:07:36 +0100
Subject: [rt-users] User based timestamps
Message-ID: <159DE994BDEF8E47A28D88E3D1BB619401C866F9@MANUK-EXB-AV1.ticketmaster.corp>

Dear all,

Is there any way to have time stamps based on the individual user,
rather than on the localtime that the server is using?  It does get more
than a little tiring brain-juggling timezones, especially for those as
dim-witted as I.  If not, is there a feature request address?

 

Thank you

 

Martin Lee

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From javoskam at uwaterloo.ca  Fri Apr  4 11:22:29 2008
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Fri, 04 Apr 2008 11:22:29 -0400
Subject: [rt-users] User based timestamps
In-Reply-To: <159DE994BDEF8E47A28D88E3D1BB619401C866F9@MANUK-EXB-AV1.ticketmaster.corp>
References: <159DE994BDEF8E47A28D88E3D1BB619401C866F9@MANUK-EXB-AV1.ticketmaster.corp>
Message-ID: <47F647B5.1030702@uwaterloo.ca>

Martin Lee wrote:
>
> Dear all,
>
> Is there any way to have time stamps based on the individual user, 
> rather than on the localtime that the server is using?  It does get 
> more than a little tiring brain-juggling timezones, especially for 
> those as dim-witted as I.  If not, is there a feature request address?
>
>  
>
> Thank you
>
>  
>
> Martin Lee
>
There's a Timezone entry in User Preferences in the 3.8 beta (alpha?), 
so one is coming.

Jeff Voskamp


From bert at p3rf3ct.com  Fri Apr  4 11:42:34 2008
From: bert at p3rf3ct.com (Robert Logan)
Date: Fri, 04 Apr 2008 16:42:34 +0100
Subject: [rt-users] A hoary goat.
In-Reply-To: <47F6264E.2090805@ultra-secure.de>
References: <47F5FC5C.9060900@p3rf3ct.com> <47F6264E.2090805@ultra-secure.de>
Message-ID: <47F64C6A.2020105@p3rf3ct.com>

Rainer Duffner wrote:
> Robert Logan schrieb:
>> Long time listener 1st time caller ....
>>
>> A few snippets of advice required please.
>>
>> Ive just started at a new post and have been tasked to look after the 
>> RT system here. Its version 3.1.4 and fairly vanilla in setup.
>>
>> I intend to take this (2005) system and move it to the latest, with a 
>> hardware and OS/Db update as well. Im assuming that the upgrade to 
>> 3.6.6 (current) will be more or less painless (follow the guide), but 
>> I'd like some pointers to making changes thereafter in terms of custom 
>> forms for ticket submission (various custom fields) and any caveats 
>> anyone has ..
>>
>> MY RT history is one of installs and very simple setups of v3 RTs (on 
>> slackware - so I know how to mess with stuff) and a lot of time with 
>> RT2 back in the day.
>>
>> Any pointers will be much appreciated
>>   
> 
> 
> OS?
> DB?
> Webserver?
> mod_perl?
> 
> Clairvoyants not included....
> 
> 
> cheers,
> Rainer


Ahh - apologies - currently the usual RHEL 4, FastCGI, Apache/2.0.52
and mysql 4, but am as stated amenable to change for changes sake. Im a 
moderately competent sql/perl developer (mod_perl) - Mason doesnt 
frighten me as such.


From rainer at ultra-secure.de  Fri Apr  4 12:09:55 2008
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Fri, 04 Apr 2008 18:09:55 +0200
Subject: [rt-users] A hoary goat.
In-Reply-To: <47F64C6A.2020105@p3rf3ct.com>
References: <47F5FC5C.9060900@p3rf3ct.com> <47F6264E.2090805@ultra-secure.de>
	<47F64C6A.2020105@p3rf3ct.com>
Message-ID: <47F652D3.5020707@ultra-secure.de>

Robert Logan schrieb:
> Rainer Duffner wrote:
>   
>> Robert Logan schrieb:
>>     
>>> Long time listener 1st time caller ....
>>>
>>> A few snippets of advice required please.
>>>
>>> Ive just started at a new post and have been tasked to look after the 
>>> RT system here. Its version 3.1.4 and fairly vanilla in setup.
>>>
>>> I intend to take this (2005) system and move it to the latest, with a 
>>> hardware and OS/Db update as well. Im assuming that the upgrade to 
>>> 3.6.6 (current) will be more or less painless (follow the guide), but 
>>> I'd like some pointers to making changes thereafter in terms of custom 
>>> forms for ticket submission (various custom fields) and any caveats 
>>> anyone has ..
>>>
>>> MY RT history is one of installs and very simple setups of v3 RTs (on 
>>> slackware - so I know how to mess with stuff) and a lot of time with 
>>> RT2 back in the day.
>>>
>>> Any pointers will be much appreciated
>>>   
>>>       
>> OS?
>> DB?
>> Webserver?
>> mod_perl?
>>
>> Clairvoyants not included....
>>
>>
>> cheers,
>> Rainer
>>     
>
>
> Ahh - apologies - currently the usual RHEL 4, FastCGI, Apache/2.0.52
> and mysql 4, but am as stated amenable to change for changes sake. Im a 
> moderately competent sql/perl developer (mod_perl) - Mason doesnt 
> frighten me as such.
> _______________________________________________
>   


Well, I only migrated my RT from FreeBSD5 to FreeBSD6 and PostgreSQL8.0 
to 8.2 (and from RT3.4 to RT3.6).
Inbetween these PostgreSQL-releases, the PostgreSQL-team put in a lot of 
unicode checks, so that the import of the binary-dump didn't work.

When that was solved, everything worked again.
It seems, BestPractical has put *a lot* of effort into the upgrade process.
I wish, I could say this for all vendors whose software we use...



cheers,
Rainer





From KFCrocker at lbl.gov  Fri Apr  4 12:59:27 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 04 Apr 2008 09:59:27 -0700
Subject: [rt-users] RT improving security/privacy
In-Reply-To: <1707049b0804040610j3ac13e07m8d6acfa5536c5e46@mail.gmail.com>
References: <1707049b0804040610j3ac13e07m8d6acfa5536c5e46@mail.gmail.com>
Message-ID: <47F65E6F.2090603@lbl.gov>

Holland,


	That seems like a lot of work to me when all you really need to do is 
use the privileges to not allow these people the ability to do all that. 
Sounds like you have allowed too much at the global level. If you'd 
answer the following questions for me, I think we can come up with a 
prudent scheme that will give your users robust abilities and still 
preserve the security you're after: What rights have you set up for 
Global access for what groups/users? What kind of function are your 
queues used for? How many? What kind of groups have you set up and what 
are their responsibilities per queue? Who works on tickets and what kind 
of rights do you want them to have as opposed to the users sending in 
requests? Who administrates your RT? Thanks.

Kenn
LBNL

On 4/4/2008 6:10 AM, holland holland wrote:
> Dear all,
> 
> My problem started with people putting by mistake users on admincc,
> with the terrible effect of having those people viewing comments.
> 
> Basically I'm trying to detect AdminCc (watchers) set on ticket and Queues.
> 
> I think of 3 possible solutions:
> 
> 1/
> A scrip that prevent certain users of being put as AdminCc (For Ticket
> and Queue):
> 
> Custom action preparation code:
> -----------------------------------------------
> 
> Track when Admincc added at ticket or Queue level.
> Check against list of authorized users (authorized to be on admincc)
> 
> Custom action cleanup code:
> -----------------------------------------
> 
> send alert or others.
> 
> 
> I started with this piece, but it only check at ticket level:
> 
> my $transactionType = $self->TransactionObj->Type;
> my $watcherType = $self->TransactionObj->Field;
> if (($transactionType eq 'AddWatcher') and ($watcherType eq 'AdminCc')) {
>  return 1;
> }
>  return undef;
> 
> 
> 
> 2/
> 
> When pressing "Save Changes" button,  end user will be warned that
> this user cannot be set as admincc (not found against list of
> authorized users).
> 
> By far the best solution to me.
> 
> 
> 
> 3/
> SQL in a cronjob, but not pro-active enough.
> 
> 
> I found this SQL statement (at the ticket level) so far:
> ---------------------------------------------------------------------------
> 
> 
> SELECT DISTINCT
>    t1.id Ticket_id,
>    g2.id RoleGroup_id,
>    g2.Type Role_Type,
>    cgm3.MemberId RoleMember_id,
>    p4.PrincipalType,
>    u5.Name
> FROM
>    Tickets t1,
>    Groups g2,
>    CachedGroupMembers cgm3,
>    Principals p4,
>    Users u5
> WHERE
>    t1.id > 10000 AND
>    g2.Domain = 'RT::Ticket-Role' AND g2.Instance = t1.id AND
>    cgm3.GroupId = g2.id AND
>    p4.id = cgm3.MemberId AND
>    p4.Disabled = 0 AND
>    p4.PrincipalType = 'User'
>    AND g2.Type = 'AdminCc'
>    AND u5.id = p4.id;
> 
> 
> 
> ---------------------------------------------------------------------------------------------------
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From firas.batal at ericsson.com  Thu Apr  3 17:14:53 2008
From: firas.batal at ericsson.com (Firas Batal)
Date: Thu, 3 Apr 2008 17:14:53 -0400
Subject: [rt-users] Apply a custom field to a queue
Message-ID: <67048CBE51B1644D89DDD3B7C9F2D19E056585AF@ecamlmw720.eamcs.ericsson.se>

Hi everyone,

I am using RT 3.6.3 on a Fedora core 8 Box.  

This is my dilemma: I am writing a Perl script that enables me to create
custom fields from an external Excel spreadsheet.   I would like to
create one custom field and apply it to a number of queues, just as we
can do that manually using the web interface.  

In the beginning, I have used the following API:

    my $system_user = initialise_rt();
    my $rtObj_cf = RT::CustomField->new($system_user);
    my $rt_queue = RT::Queue->new($system_user);

foreach my $queue ( keys %{ $rec->{queue_record} } ) {
        print "queue: $queue \n";
        my $queue_id = $rt_queue->Load($queue);
        print qq~queue id: $queue_id\n~;
        next if ( !defined $queue_id || !$queue_id || $queue eq '' );
        foreach my $cf ( keys %{ $rec->{lcf_record} } ) {
            if ( defined $rec->{lcf_record}{$cf}{Pattern} &&
$rec->{lcf_record}{$cf}{Pattern} ne '' &&
$rec->{lcf_record}{$cf}{Pattern} =~ /Yes|Mandatory/i ) {
                foreach my $site ( keys %{ $rec->{site_record} } ) {
                    my ( $id, $msg ) = $rtObj_cf->Create(
                        Name        => $site. '_' . $queue . '_' . $cf,
                        Queue       => $queue_id,
                        Description => 'Custom Field ' . $site. '_' .
$queue . '_' .  $cf,
                        Pattern     => '(?#Mandatory).',
                        SortOrder   => '1',
                        Type        => $rec->{lcf_record}{$cf}{Type}
                    );
                    if ( !$id ) {
                        print qq~Problem to create the costum field:
$cf, message: $msg \n~;
                        next;
                    }
                    $rtObj_cf->Load($id);


The following segment of code loops through all queues defined in the
excel spread-sheet and create custom fields for each queue according to
the number of custom fields I have.  So, if I have 3 custom fields in
the excel sheet and 4 queues, then the total number of custom fields is
12.   

The problem with this approach is that you create redundant custom
fields (or access custom fields).  What I would like to do is to take
advantage, using a script; of the facility of which RT 3.6.0+ can create
custom fields and apply them to each queue.  So, instead of creating 12
custom fields, I need to create 3 custom fields and apply to all queues.

Is there an API that one could use, after creating the custom field, to
apply the custom field to the queue under question?

Thanks and I apologize for the innconvenience
Firas

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From npereira at protus.com  Fri Apr  4 14:44:31 2008
From: npereira at protus.com (Nelson Pereira)
Date: Fri, 4 Apr 2008 14:44:31 -0400
Subject: [rt-users] Changing the server URL to RT in httpd.conf
Message-ID: <21044E8C915A7E43B90A1056127160F116AC8A@EXMAIL.protus.org>

Guys...

 

With the modification for virtual host to put in the httpd.conf:

 

<VirtualHost your.ip.address>

    ServerName your.rt.server.hostname

    DocumentRoot /opt/rt3/share/html

    AddDefaultCharset UTF-8

 

    PerlModule Apache::DBI

    PerlRequire /opt/rt3/bin/webmux.pl

 

    <Location />

     SetHandler perl-script

     PerlHandler RT::Mason

    </Location>

</VirtualHost>

 

What do I change to have a login page URL of http://localhost/rt3 ?

The reason is I have an index page on / that has multiple link, and when
I put this in httpd.conf, the url http://localhost <http://localhost/>
goes directly to RT and I don't see my default index.html file....

 

Thanks

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From asallade at PTSOWA.ORG  Fri Apr  4 15:13:19 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Fri, 4 Apr 2008 12:13:19 -0700
Subject: [rt-users] Data Migration from Track-It to RT?
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF1FB@PTSOEXCHANGE.PTSOWA.ORG>

We are getting ready to attempt a migration of  20,000 tickets from
Track-it! (version 7) to RT 3.6.6 .

 

RT is running on Ubuntu Fiesty, mySQL, Apache2.

 

Any advice or caveats to share?

 

Should we plan on using the CLI interface for ticket import?

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

 

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From npereira at protus.com  Fri Apr  4 15:15:21 2008
From: npereira at protus.com (Nelson Pereira)
Date: Fri, 4 Apr 2008 15:15:21 -0400
Subject: [rt-users] Changing the server URL to RT in httpd.conf
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AC8A@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AC8A@EXMAIL.protus.org>
Message-ID: <21044E8C915A7E43B90A1056127160F116AC9E@EXMAIL.protus.org>

Found my answer...

 

RTFM !  LOL

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: Friday, April 04, 2008 2:45 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Changing the server URL to RT in httpd.conf

 

Guys...

 

With the modification for virtual host to put in the httpd.conf:

 

<VirtualHost your.ip.address>

    ServerName your.rt.server.hostname

    DocumentRoot /opt/rt3/share/html

    AddDefaultCharset UTF-8

 

    PerlModule Apache::DBI

    PerlRequire /opt/rt3/bin/webmux.pl

 

    <Location />

     SetHandler perl-script

     PerlHandler RT::Mason

    </Location>

</VirtualHost>

 

What do I change to have a login page URL of http://localhost/rt3 ?

The reason is I have an index page on / that has multiple link, and when
I put this in httpd.conf, the url http://localhost <http://localhost/>
goes directly to RT and I don't see my default index.html file....

 

Thanks

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

 <http://www.myfax.com> 

 

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From ktm at rice.edu  Fri Apr  4 15:38:34 2008
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 4 Apr 2008 14:38:34 -0500
Subject: [rt-users] Data Migration from Track-It to RT?
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF1FB@PTSOEXCHANGE.PTSOWA.ORG>
References: <33DEE66ED2E72346ABC638427A7701404BF1FB@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <20080404193834.GE769@it.is.rice.edu>

I have used the Offline option under Tools for bulk ticket
creation. You can use perl or other scripting languages to
generate the template file and then it will create all of
the tickets for you. I would probably batch them in groups
of 1000 or less to keep it manageable, but the process is
very easy and works well.

Cheers,
Ken

On Fri, Apr 04, 2008 at 12:13:19PM -0700, Aaron Sallade wrote:
> We are getting ready to attempt a migration of  20,000 tickets from
> Track-it! (version 7) to RT 3.6.6 .
> 
>  
> 
> RT is running on Ubuntu Fiesty, mySQL, Apache2.
> 
>  
> 
> Any advice or caveats to share?
> 
>  
> 
> Should we plan on using the CLI interface for ticket import?
> 
>  
> 
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> "Shared Technology for Community Health"
> (206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> asallade at ptsowa.org
> 
>  
> 

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


From lesmikesell at gmail.com  Fri Apr  4 15:17:47 2008
From: lesmikesell at gmail.com (Les Mikesell)
Date: Fri, 04 Apr 2008 14:17:47 -0500
Subject: [rt-users] installing on RHEL4
In-Reply-To: <47F3E3A0.5040805@jennic.com>
References: <21044E8C915A7E43B90A1056127160F116AAA9@EXMAIL.protus.org>
	<47F3E3A0.5040805@jennic.com>
Message-ID: <47F67EDB.2090503@gmail.com>

Mike Peachey wrote:
>
>> How do I install this RPM and satisfy all dependencies?
> 
> Personally I would recommend ditching the RPM and the RHEL-specific 
> installation and doing a manual installation. There a number of reasons 
> why this would be preferable, least of all that your RT directory 
> structure will remain separate from the rest of your OS and make life 
> that much more simple for you.
> 
> Aside from that, Red Hat packaged software is asking for trouble as they 
> seem to like to change the defaults that developers have worked on 
> carefully to whatever they think they should be.
> 
> It is for this reason, for example, that you should be careful if you 
> upgrade your Perl installation via RPM because the Red Hat defaults 
> cause RT to break in attempting to use Scalar::Util.

Can someone elaborate on this issue?  Are there other problems to be 
expected from RPM-packaged perl modules or is this a case of mixing CPAN 
and rpm packages?

-- 
   Les Mikesell
    lesmikesell at gmail.com


From npereira at protus.com  Fri Apr  4 15:50:30 2008
From: npereira at protus.com (Nelson Pereira)
Date: Fri, 4 Apr 2008 15:50:30 -0400
Subject: [rt-users] Need RT to fetchmail...
Message-ID: <21044E8C915A7E43B90A1056127160F116ACB6@EXMAIL.protus.org>

Hi all,

 

Finaly got it all setup with the instructions on wiki on a RHEL5
fresh...

 

I have went through all the manual instructions and everything seems
well.

 

Now, I need RT to fetch the emails from a POP3 box and bring them into
RT.

 

How can I achieve this? Is there docs on this setup?

 

Thansk

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From m3freak at thesandhufamily.ca  Fri Apr  4 16:20:50 2008
From: m3freak at thesandhufamily.ca (Kanwar Ranbir Sandhu)
Date: Fri, 04 Apr 2008 16:20:50 -0400
Subject: [rt-users] installing on RHEL4
In-Reply-To: <47F67EDB.2090503@gmail.com>
References: <21044E8C915A7E43B90A1056127160F116AAA9@EXMAIL.protus.org>
	<47F3E3A0.5040805@jennic.com>  <47F67EDB.2090503@gmail.com>
Message-ID: <1207340450.3905.17.camel@krs.systemsaligned.com>

On Fri, 2008-04-04 at 14:17 -0500, Les Mikesell wrote:
> Can someone elaborate on this issue?  Are there other problems to be 
> expected from RPM-packaged perl modules or is this a case of mixing CPAN 
> and rpm packages?

Sounds like a case of mixing source installs on a RPM distro.  Usually,
if one has no choice, this works okay, but obviously sometimes there
will be issues.

I'd recommend using rpmforge to get all the dependencies for RT
resolved. I asked them to add some packages a while ago just for RT, and
now I can get everything in RPM form.  I only install RT itself from the
tar.gz now.

Regards,

Ranbir

-- 
Kanwar Ranbir Sandhu
Linux 2.6.22.14-72.fc6 i686 GNU/Linux 
16:18:22 up 5 days, 20:00, 2 users, load average: 0.82, 0.66, 0.80 




From hvgeekwtrvl at gmail.com  Fri Apr  4 19:50:26 2008
From: hvgeekwtrvl at gmail.com (james machado)
Date: Fri, 4 Apr 2008 16:50:26 -0700
Subject: [rt-users] Need RT to fetchmail...
In-Reply-To: <21044E8C915A7E43B90A1056127160F116ACB6@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116ACB6@EXMAIL.protus.org>
Message-ID: <b43f608a0804041650i671eb96dubd9492ee6dc10019@mail.gmail.com>

Nelson,

If you must pull from a POP3 account I would look at
fetchmail<http://fetchmail.berlios.de/>to pull in the mail.  OTOH, not
knowing your specific reasons for using
POP3, I would look at ETRN or mail relaying from your host mail system to
use the standard setup with an SMTP mail server on your RT box.  However
fetchmail can be configured to pull from POP3 and submit via SMTP so that
may take care of it for you.

James Machado

On Fri, Apr 4, 2008 at 12:50 PM, Nelson Pereira <npereira at protus.com> wrote:

>  Hi all,
>
>
>
> Finaly got it all setup with the instructions on wiki on a RHEL5 fresh?
>
>
>
> I have went through all the manual instructions and everything seems well.
>
>
>
> Now, I need RT to fetch the emails from a POP3 box and bring them into RT.
>
>
>
> How can I achieve this? Is there docs on this setup?
>
>
>
> Thansk
>
>
>
>
>
>
>
> *Nelson Pereira*
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.<http://www.myfax.com/referral_program.asp>
>
> [image: www.MyFax.com] <http://www.myfax.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 vitaliy.okulov at gmail.com  Sat Apr  5 02:21:25 2008
From: vitaliy.okulov at gmail.com (Vitaliy Okulov)
Date: Sat, 5 Apr 2008 10:21:25 +0400
Subject: [rt-users] Need RT to fetchmail...
In-Reply-To: <21044E8C915A7E43B90A1056127160F116ACB6@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116ACB6@EXMAIL.protus.org>
Message-ID: <b37fe17d0804042321s4ca38f14w625e366fa3621206@mail.gmail.com>

Sample config:

/usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m "/opt/rt3/bin/rt-mailgate
--queue General --action correspond --url http://localhost/" >/dev/null

cat /opt/rt3/.fetchmailrc
set logfile=/opt/rt3/fetchmail
poll pop.mail.com proto pop3 user rt3 at mail.com with pass "blabla" to rt3
here

2008/4/4, Nelson Pereira <npereira at protus.com>:
>
> Hi all,
>
>
>
> Finaly got it all setup with the instructions on wiki on a RHEL5 fresh?
>
>
>
> I have went through all the manual instructions and everything seems well.
>
>
>
> Now, I need RT to fetch the emails from a POP3 box and bring them into RT.
>
>
>
> How can I achieve this? Is there docs on this setup?
>
>
>
> Thansk
>
>
>
>
>
>
>
> *Nelson Pereira*
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.<http://www.myfax.com/referral_program.asp>
>
> [image: www.MyFax.com] <http://www.myfax.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 jami at ptelco.net  Sat Apr  5 01:24:52 2008
From: jami at ptelco.net (jami at ptelco.net)
Date: Fri, 4 Apr 2008 22:24:52 -0700 (PDT)
Subject: [rt-users] Password change option for users
Message-ID: <2094.117.103.80.82.1207373092.squirrel@www.ptelco.net>

Hi,

I have installed RT 3.6.1. I created user accounts/groups/queues and user
rights to queues. After loging using users accounts (not as root), i
cannot find any option to change user password.

I want my users will change their password by their own and keep it secret.

How can I do that??

Pls help me.

JAMI




From jami at ptelco.net  Sun Apr  6 02:33:20 2008
From: jami at ptelco.net (jami at ptelco.net)
Date: Sat, 5 Apr 2008 23:33:20 -0700 (PDT)
Subject: [rt-users] Preference (password change) for option for users
Message-ID: <1501.117.103.80.82.1207463600.squirrel@www.ptelco.net>

HI,

I am running RT 3.6.1. I want Preference at user accounts so that the can
change their account password by their own. Currently root can change
passwords only.

I can't find any previledge option for user account to do that.

JAMI




From sunnavy at bestpractical.com  Sun Apr  6 05:46:00 2008
From: sunnavy at bestpractical.com (sunnavy)
Date: Sun, 6 Apr 2008 17:46:00 +0800
Subject: [rt-users] Preference (password change) for option for users
In-Reply-To: <1501.117.103.80.82.1207463600.squirrel@www.ptelco.net>
References: <1501.117.103.80.82.1207463600.squirrel@www.ptelco.net>
Message-ID: <4560AE5A-BD95-4FB3-BBEC-941F0DFBF8C6@bestpractical.com>

Hi Jami

There's a right named ModifySelf, grant the group or user with this  
right will do what you want. :)

thanks
sunnavy
On Apr 6, 2008, at 2:33 PM, jami at ptelco.net wrote:
> HI,
>
> I am running RT 3.6.1. I want Preference at user accounts so that  
> the can
> change their account password by their own. Currently root can change
> passwords only.
>
> I can't find any previledge option for user account to do that.
>
> JAMI
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From ges at wingfoot.org  Sun Apr  6 05:42:29 2008
From: ges at wingfoot.org (Glenn Sieb)
Date: Sun, 06 Apr 2008 05:42:29 -0400
Subject: [rt-users] Preference (password change) for option for users
In-Reply-To: <1501.117.103.80.82.1207463600.squirrel@www.ptelco.net>
References: <1501.117.103.80.82.1207463600.squirrel@www.ptelco.net>
Message-ID: <47F89B05.9040701@wingfoot.org>

jami at ptelco.net wrote:
> HI,
>
> I am running RT 3.6.1. I want Preference at user accounts so that the can
> change their account password by their own. Currently root can change
> passwords only.
>
> I can't find any previledge option for user account to do that.
>
>   
You want the "Modify Self" privilege. :)

Best,
--Glenn

-- 
...destination is merely a byproduct of the journey
           --Eric Hansen



From jami at ptelco.net  Sun Apr  6 23:45:47 2008
From: jami at ptelco.net (jami at ptelco.net)
Date: Sun, 6 Apr 2008 20:45:47 -0700 (PDT)
Subject: [rt-users] FastCGI: incomplete headers (0 bytes) received from
 server "/usr/local/src/rt3/bin/mason_handler.fcgi
In-Reply-To: <1501.117.103.80.82.1207463600.squirrel@www.ptelco.net>
References: <1501.117.103.80.82.1207463600.squirrel@www.ptelco.net>
Message-ID: <1418.117.103.80.82.1207539947.squirrel@www.ptelco.net>

Hi,

I try to install rt-3.6.6 with fastcgi on Debian 4.0 (etch) but failed. I
got the following error at log file,

FastCGI: incomplete headers (0 bytes) received from server
"/usr/local/src/rt3/bin/mason_handler.fcgi"

pls help.

Jami




From jami at ptelco.net  Mon Apr  7 01:20:26 2008
From: jami at ptelco.net (jami at ptelco.net)
Date: Sun, 6 Apr 2008 22:20:26 -0700 (PDT)
Subject: [rt-users] Preference (password change) for option for users
In-Reply-To: <4560AE5A-BD95-4FB3-BBEC-941F0DFBF8C6@bestpractical.com>
References: <1501.117.103.80.82.1207463600.squirrel@www.ptelco.net>
	<4560AE5A-BD95-4FB3-BBEC-941F0DFBF8C6@bestpractical.com>
Message-ID: <53569.117.103.80.82.1207545626.squirrel@www.ptelco.net>

Hi,

I can not find ModifySelf option at rt-3.6.1 (Debian 4.0 Etch).

Jami

> Hi Jami
>
> There's a right named ModifySelf, grant the group or user with this
> right will do what you want. :)
>
> thanks
> sunnavy
> On Apr 6, 2008, at 2:33 PM, jami at ptelco.net wrote:
>> HI,
>>
>> I am running RT 3.6.1. I want Preference at user accounts so that
>> the can
>> change their account password by their own. Currently root can change
>> passwords only.
>>
>> I can't find any previledge option for user account to do that.
>>
>> JAMI
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
>




From mike.peachey at jennic.com  Mon Apr  7 03:48:09 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Mon, 07 Apr 2008 08:48:09 +0100
Subject: [rt-users] installing on RHEL4
In-Reply-To: <1207340450.3905.17.camel@krs.systemsaligned.com>
References: <21044E8C915A7E43B90A1056127160F116AAA9@EXMAIL.protus.org>	<47F3E3A0.5040805@jennic.com>
	<47F67EDB.2090503@gmail.com>
	<1207340450.3905.17.camel@krs.systemsaligned.com>
Message-ID: <47F9D1B9.4040803@jennic.com>

Kanwar Ranbir Sandhu wrote:
> On Fri, 2008-04-04 at 14:17 -0500, Les Mikesell wrote:
>> Can someone elaborate on this issue?  Are there other problems to be 
>> expected from RPM-packaged perl modules or is this a case of mixing CPAN 
>> and rpm packages?

Simple and most often appearing example:

Red Hat build perl with 'weakened references' off.  This causes the 
module Scalar::Util to function unexpectedly and therefore breaks RT.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From david.hobley at mionegroup.com  Mon Apr  7 05:30:59 2008
From: david.hobley at mionegroup.com (David Hobley)
Date: Mon, 7 Apr 2008 19:30:59 +1000 (EST)
Subject: [rt-users] Embedding Images in WikiText?
Message-ID: <31431075.134441207560659561.JavaMail.root@mail.onegrp.com>

All, 

Is it possible to embed images within an RTFM WikiText area? I have been trying various combinations of things which work the MediaWiki, but can't get it working within RT. 

-- 
Cheers, 
David 

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From npereira at protus.com  Mon Apr  7 08:05:13 2008
From: npereira at protus.com (Nelson Pereira)
Date: Mon, 7 Apr 2008 08:05:13 -0400
Subject: [rt-users] Need RT to fetchmail...
In-Reply-To: <b37fe17d0804042321s4ca38f14w625e366fa3621206@mail.gmail.com>
References: <21044E8C915A7E43B90A1056127160F116ACB6@EXMAIL.protus.org>
	<b37fe17d0804042321s4ca38f14w625e366fa3621206@mail.gmail.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116AD1D@EXMAIL.protus.org>

Ok, I tried this and im getting this error in the fetchmail log...

 

fetchmail: 2 messages for otrs at exmail.protus.org (22300 octets).

sh: -c: line 0: syntax error near unexpected token `|'

sh: -c: line 0: `|/etc/smrsh/rt-mailgate --queue general --action
correspond --url http://localhost/rt3'

...fetchmail: reading message otrs at exmail.protus.org:1 of 2 (11154
octets) (log message incomplete)fetchmail: error writing message text

fetchmail: MDA error while fetching from otrs at exmail.protus.org

fetchmail: Query status=6 (IOERR)

 

 

 

 

 

________________________________

From: Vitaliy Okulov [mailto:vitaliy.okulov at gmail.com] 
Sent: Saturday, April 05, 2008 2:21 AM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Sample config:

/usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m
"/opt/rt3/bin/rt-mailgate --queue General --action correspond --url 
http://localhost/" >/dev/null

cat /opt/rt3/.fetchmailrc 
set logfile=/opt/rt3/fetchmail
poll pop.mail.com proto pop3 user rt3 at mail.com with pass "blabla" to rt3
here

2008/4/4, Nelson Pereira <npereira at protus.com>:

Hi all,

 

Finaly got it all setup with the instructions on wiki on a RHEL5
fresh...

 

I have went through all the manual instructions and everything seems
well.

 

Now, I need RT to fetch the emails from a POP3 box and bring them into
RT.

 

How can I achieve this? Is there docs on this setup?

 

Thansk

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.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 Steve.Anderson at bipsolutions.com  Mon Apr  7 08:18:02 2008
From: Steve.Anderson at bipsolutions.com (Steve Anderson)
Date: Mon, 7 Apr 2008 13:18:02 +0100
Subject: [rt-users] Need RT to fetchmail...
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AD1D@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116ACB6@EXMAIL.protus.org><b37fe17d0804042321s4ca38f14w625e366fa3621206@mail.gmail.com>
	<21044E8C915A7E43B90A1056127160F116AD1D@EXMAIL.protus.org>
Message-ID: <73C3337877023246872FB2E97FD1636C015A9E10@mailx10.virtual-email.net>

You've got mismatched quotes. One's a backtick, the other is a regular
single quote. 

 

I'm not sure which you need, but adjusting one to the other should let
you see soon enough.

 

 

Steve Anderson

Systems Administrator

BiP Solutions Ltd.

0141 2702312

 

 

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: 07 April 2008 13:05
To: Vitaliy Okulov
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Ok, I tried this and im getting this error in the fetchmail log...

 

fetchmail: 2 messages for otrs at exmail.protus.org (22300 octets).

sh: -c: line 0: syntax error near unexpected token `|'

sh: -c: line 0: `|/etc/smrsh/rt-mailgate --queue general --action
correspond --url http://localhost/rt3'

...fetchmail: reading message otrs at exmail.protus.org:1 of 2 (11154
octets) (log message incomplete)fetchmail: error writing message text

fetchmail: MDA error while fetching from otrs at exmail.protus.org

fetchmail: Query status=6 (IOERR)

 

 

 

 

 

________________________________

From: Vitaliy Okulov [mailto:vitaliy.okulov at gmail.com] 
Sent: Saturday, April 05, 2008 2:21 AM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Sample config:

/usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m
"/opt/rt3/bin/rt-mailgate --queue General --action correspond --url 
http://localhost/" >/dev/null

cat /opt/rt3/.fetchmailrc 
set logfile=/opt/rt3/fetchmail
poll pop.mail.com proto pop3 user rt3 at mail.com with pass "blabla" to rt3
here

2008/4/4, Nelson Pereira <npereira at protus.com>:

Hi all,

 

Finaly got it all setup with the instructions on wiki on a RHEL5
fresh...

 

I have went through all the manual instructions and everything seems
well.

 

Now, I need RT to fetch the emails from a POP3 box and bring them into
RT.

 

How can I achieve this? Is there docs on this setup?

 

Thansk

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 


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

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


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

 

 

________________________________

This email has been scanned by Netintelligence
http://www.netintelligence.com/email

________________________________



BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 38303966 and having its registered office at Park House, 300 Glasgow Road, Shawfield, Glasgow, G73 1SQ ****************************************************************************
This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroyall copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time. You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents.
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From Raphux at raphux.com  Mon Apr  7 08:12:44 2008
From: Raphux at raphux.com (Raphael Berlamont)
Date: Mon, 07 Apr 2008 14:12:44 +0200
Subject: [rt-users] RT Reminders and associated rights
Message-ID: <47FA0FBC.9020307@raphux.com>

Hello list,

I would like to know what are the rights that are associated with reminders.

The thing is that I can set reminders on tickets, but the ticket's owner
can't remove it: the check box next to the reminder doesn't appear. Of
course, the owner has the "ModifyTicket" right.

Regards,


From npereira at protus.com  Mon Apr  7 08:54:02 2008
From: npereira at protus.com (Nelson Pereira)
Date: Mon, 7 Apr 2008 08:54:02 -0400
Subject: [rt-users] Need RT to fetchmail...
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AD1D@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116ACB6@EXMAIL.protus.org><b37fe17d0804042321s4ca38f14w625e366fa3621206@mail.gmail.com>
	<21044E8C915A7E43B90A1056127160F116AD1D@EXMAIL.protus.org>
Message-ID: <21044E8C915A7E43B90A1056127160F116AD28@EXMAIL.protus.org>

Oups... I was piping it..  so the command looks like this to retrieve
messages from the pop3 mailbox :

 

/usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m
"/etc/smrsh/rt-mailgate --queue general --action correspond --url
http://localhost/rt3" > /dev/null

 

 

Then in the /opt/rt3/fetchmail log file, I get this error:

 

404 Not Found

fetchmail: reading message otrs at exmail.protus.org:1 of 2 (11154 octets)
(log message incomplete)fetchmail: MDA returned nonzero status 75

fetchmail:  not flushed

..........An Error Occurred

=================

 

404 Not Found

fetchmail: reading message otrs at exmail.protus.org:2 of 2 (11146 octets)
(log message incomplete)fetchmail: MDA returned nonzero status 75

fetchmail:  not flushed

 

 

I finaly got it working .....

 

The problem was the URL... for some reason, fetchmail does not like to
have http://locahost/rt3,  rather, it wants http://192.168.5.5/rt3

 

 

 

So since I use -correspond, I should see an email going back to the
requester right?

But this is not happening....

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: Monday, April 07, 2008 8:05 AM
To: Vitaliy Okulov
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Ok, I tried this and im getting this error in the fetchmail log...

 

fetchmail: 2 messages for otrs at exmail.protus.org (22300 octets).

sh: -c: line 0: syntax error near unexpected token `|'

sh: -c: line 0: `|/etc/smrsh/rt-mailgate --queue general --action
correspond --url http://localhost/rt3'

...fetchmail: reading message otrs at exmail.protus.org:1 of 2 (11154
octets) (log message incomplete)fetchmail: error writing message text

fetchmail: MDA error while fetching from otrs at exmail.protus.org

fetchmail: Query status=6 (IOERR)

 

 

 

 

 

________________________________

From: Vitaliy Okulov [mailto:vitaliy.okulov at gmail.com] 
Sent: Saturday, April 05, 2008 2:21 AM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Sample config:

/usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m
"/opt/rt3/bin/rt-mailgate --queue General --action correspond --url 
http://localhost/" >/dev/null

cat /opt/rt3/.fetchmailrc 
set logfile=/opt/rt3/fetchmail
poll pop.mail.com proto pop3 user rt3 at mail.com with pass "blabla" to rt3
here

2008/4/4, Nelson Pereira <npereira at protus.com>:

Hi all,

 

Finaly got it all setup with the instructions on wiki on a RHEL5
fresh...

 

I have went through all the manual instructions and everything seems
well.

 

Now, I need RT to fetch the emails from a POP3 box and bring them into
RT.

 

How can I achieve this? Is there docs on this setup?

 

Thansk

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

 <http://www.myfax.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 gevans at hcc.net  Mon Apr  7 09:36:10 2008
From: gevans at hcc.net (Greg Evans)
Date: Mon, 7 Apr 2008 06:36:10 -0700
Subject: [rt-users] Need RT to fetchmail...
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AD28@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116ACB6@EXMAIL.protus.org><b37fe17d0804042321s4ca38f14w625e366fa3621206@mail.gmail.com>
	<21044E8C915A7E43B90A1056127160F116AD1D@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F116AD28@EXMAIL.protus.org>
Message-ID: <A753071E-C44C-43C4-B442-EA58EFFC953D@hcc.net>

My .fetchmailrc looks like this and it works fine

username rt_username    password rt_password      mda "/etc/smrsh/rt- 
mailgate --url http://rt.hctc.com --queue 'Email Support'
--action correspond"

where rt_username and rt_password are whatever you have decided you  
will use.

This is on CentOS 5

Regards,

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

On Apr 7, 2008, at 5:54 AM, Nelson Pereira wrote:
> Oups? I was piping it..  so the command looks like this to retrieve  
> messages from the pop3 mailbox :
>
> /usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m "/etc/smrsh/rt- 
> mailgate --queue general --action correspond --url http://localhost/rt3 
> " > /dev/null
>
>
> Then in the /opt/rt3/fetchmail log file, I get this error:
>
> 404 Not Found
> fetchmail: reading message otrs at exmail.protus.org:1 of 2 (11154  
> octets) (log message incomplete)fetchmail: MDA returned nonzero  
> status 75
> fetchmail:  not flushed
> ..........An Error Occurred
> =================
>
> 404 Not Found
> fetchmail: reading message otrs at exmail.protus.org:2 of 2 (11146  
> octets) (log message incomplete)fetchmail: MDA returned nonzero  
> status 75
> fetchmail:  not flushed
>
>
> I finaly got it working ?..
>
> The problem was the URL? for some reason, fetchmail does not like to  
> have http://locahost/rt3,  rather, it wants http://192.168.5.5/rt3
>
>
>
> So since I use ?correspond, I should see an email going back to the  
> requester right?
> But this is not happening?.
>
>
> Nelson Pereira
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.
> <image001.gif>
>
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com 
> ] On Behalf Of Nelson Pereira
> Sent: Monday, April 07, 2008 8:05 AM
> To: Vitaliy Okulov
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Need RT to fetchmail...
>
> Ok, I tried this and im getting this error in the fetchmail log?
>
> fetchmail: 2 messages for otrs at exmail.protus.org (22300 octets).
> sh: -c: line 0: syntax error near unexpected token `|'
> sh: -c: line 0: `|/etc/smrsh/rt-mailgate --queue general --action  
> correspond --url http://localhost/rt3'
> ...fetchmail: reading message otrs at exmail.protus.org:1 of 2 (11154  
> octets) (log message incomplete)fetchmail: error writing message text
> fetchmail: MDA error while fetching from otrs at exmail.protus.org
> fetchmail: Query status=6 (IOERR)
>
>
>
>
>
> From: Vitaliy Okulov [mailto:vitaliy.okulov at gmail.com]
> Sent: Saturday, April 05, 2008 2:21 AM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Need RT to fetchmail...
>
> Sample config:
>
> /usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m "/opt/rt3/bin/rt- 
> mailgate --queue General --action correspond --url http:// 
> localhost/" >/dev/null
>
> cat /opt/rt3/.fetchmailrc
> set logfile=/opt/rt3/fetchmail
> poll pop.mail.com proto pop3 user rt3 at mail.com with pass "blabla" to  
> rt3 here
> 2008/4/4, Nelson Pereira <npereira at protus.com>:
> Hi all,
>
>
>
> Finaly got it all setup with the instructions on wiki on a RHEL5  
> fresh?
>
>
>
> I have went through all the manual instructions and everything seems  
> well.
>
>
>
> Now, I need RT to fetch the emails from a POP3 box and bring them  
> into RT.
>
>
>
> How can I achieve this? Is there docs on this setup?
>
>
>
> Thansk
>
>
>
>
>
>
>
> Nelson Pereira
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.
>
> <image001.gif>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jeffrey_lee at harvard.edu  Mon Apr  7 11:10:45 2008
From: jeffrey_lee at harvard.edu (Jeffrey Lee)
Date: Mon, 7 Apr 2008 11:10:45 -0400
Subject: [rt-users] Migrating from RT3.4 to RT3.6
Message-ID: <200804071510.m37FAjMO016967@us24.unix.fas.harvard.edu>

Hi I am looking to migrate from 3.4 using Posgres to 3.6 mysql. Are there
any instructions on migrating from 3.4 to 3.6?

 

-Jeff

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From elacour at easter-eggs.com  Mon Apr  7 11:13:46 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 7 Apr 2008 17:13:46 +0200
Subject: [rt-users] Migrating from RT3.4 to RT3.6
In-Reply-To: <200804071510.m37FAjMO016967@us24.unix.fas.harvard.edu>
References: <200804071510.m37FAjMO016967@us24.unix.fas.harvard.edu>
Message-ID: <20080407151346.GC23609@easter-eggs.com>

On Mon, Apr 07, 2008 at 11:10:45AM -0400, Jeffrey Lee wrote:
> Hi I am looking to migrate from 3.4 using Posgres to 3.6 mysql. Are there
> any instructions on migrating from 3.4 to 3.6?
> 

There is, in the README and UPGRADING files ;)

For migrating from mysql to postgresql, you will find informations on
http://wiki.bestpractical.com/ I think.



From ktm at rice.edu  Mon Apr  7 12:01:45 2008
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 7 Apr 2008 11:01:45 -0500
Subject: [rt-users] Migrating from RT3.4 to RT3.6
In-Reply-To: <200804071510.m37FAjMO016967@us24.unix.fas.harvard.edu>
References: <200804071510.m37FAjMO016967@us24.unix.fas.harvard.edu>
Message-ID: <20080407160144.GK769@it.is.rice.edu>

On Mon, Apr 07, 2008 at 11:10:45AM -0400, Jeffrey Lee wrote:
> Hi I am looking to migrate from 3.4 using Posgres to 3.6 mysql. Are there
> any instructions on migrating from 3.4 to 3.6?
> 
>  
> 
> -Jeff
> 

Jeff,

The wiki has some information about changing DB backends between
PostgreSQL and MySQL. I am curious about why you are moving to a
MySQL backend? Is there a particular problem or need that you are
trying to address? 

Cheers,
Ken


From jeffrey_lee at harvard.edu  Mon Apr  7 12:09:24 2008
From: jeffrey_lee at harvard.edu (Jeffrey Lee)
Date: Mon, 7 Apr 2008 12:09:24 -0400
Subject: [rt-users] Migrating from RT3.4 to RT3.6
In-Reply-To: <20080407160144.GK769@it.is.rice.edu>
Message-ID: <200804071609.m37G9OJ6022624@us12.unix.fas.harvard.edu>

I'm not having a problem with postgresql it's just that I followed the
ubuntu install guide and it had me set up mysql instead of postgres.

-Jeff
-----Original Message-----
From: Kenneth Marshall [mailto:ktm at rice.edu] 
Sent: Monday, April 07, 2008 12:02 PM
To: Jeffrey Lee
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Migrating from RT3.4 to RT3.6

On Mon, Apr 07, 2008 at 11:10:45AM -0400, Jeffrey Lee wrote:
> Hi I am looking to migrate from 3.4 using Posgres to 3.6 mysql. Are there
> any instructions on migrating from 3.4 to 3.6?
> 
>  
> 
> -Jeff
> 

Jeff,

The wiki has some information about changing DB backends between
PostgreSQL and MySQL. I am curious about why you are moving to a
MySQL backend? Is there a particular problem or need that you are
trying to address? 

Cheers,
Ken



From jsmoriss at mvlan.net  Mon Apr  7 12:55:44 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Mon, 7 Apr 2008 16:55:44 +0000
Subject: [rt-users] Sorted "Scrips which apply to all queues"?
Message-ID: <20080407165544.GD16249@zaphod.mvlan.net>

Hi everyone,

When viewing the script for a queue in v3.6.6, the global script list
("Scrips which apply to all queues") isn't sorted by their description.
Is there a known fix for this?

Thanks,
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From vitaliy.okulov at gmail.com  Mon Apr  7 12:58:46 2008
From: vitaliy.okulov at gmail.com (Vitaliy Okulov)
Date: Mon, 7 Apr 2008 20:58:46 +0400
Subject: [rt-users] Need RT to fetchmail...
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AD28@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116ACB6@EXMAIL.protus.org>
	<b37fe17d0804042321s4ca38f14w625e366fa3621206@mail.gmail.com>
	<21044E8C915A7E43B90A1056127160F116AD1D@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F116AD28@EXMAIL.protus.org>
Message-ID: <b37fe17d0804070958m1298c24fv1793a3ff42c56d22@mail.gmail.com>

Please change http://localhost/rt3 according to your hostname.

2008/4/7, Nelson Pereira <npereira at protus.com>:
>
> Oups? I was piping it..  so the command looks like this to retrieve
> messages from the pop3 mailbox :
>
>
>
> /usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m "/etc/smrsh/rt-mailgate
> --queue general --action correspond --url http://localhost/rt3" >
> /dev/null
>
>
>
>
>
> Then in the /opt/rt3/fetchmail log file, I get this error:
>
>
>
> 404 Not Found
>
> fetchmail: reading message otrs at exmail.protus.org:1 of 2 (11154 octets)
> (log message incomplete)fetchmail: MDA returned nonzero status 75
>
> fetchmail:  not flushed
>
> ..........An Error Occurred
>
> =================
>
>
>
> 404 Not Found
>
> fetchmail: reading message otrs at exmail.protus.org:2 of 2 (11146 octets)
> (log message incomplete)fetchmail: MDA returned nonzero status 75
>
> fetchmail:  not flushed
>
>
>
>
>
> I finaly got it working ?..
>
>
>
> The problem was the URL? for some reason, fetchmail does not like to have
> http://locahost/rt3,  rather, it wants http://192.168.5.5/rt3
>
>
>
>
>
>
>
> So since I use ?correspond, I should see an email going back to the
> requester right?
>
> But this is not happening?.
>
>
>
>
>
> *Nelson Pereira*
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.<http://www.myfax.com/referral_program.asp>
>
> [image: www.MyFax.com] <http://www.myfax.com>
>
>
> ------------------------------
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Nelson Pereira
> *Sent:* Monday, April 07, 2008 8:05 AM
> *To:* Vitaliy Okulov
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Need RT to fetchmail...
>
>
>
> Ok, I tried this and im getting this error in the fetchmail log?
>
>
>
> fetchmail: 2 messages for otrs at exmail.protus.org (22300 octets).
>
> sh: -c: line 0: syntax error near unexpected token `|'
>
> sh: -c: line 0: `|/etc/smrsh/rt-mailgate --queue general --action
> correspond --url http://localhost/rt3'
>
> ...fetchmail: reading message otrs at exmail.protus.org:1 of 2 (11154 octets)
> (log message incomplete)fetchmail: error writing message text
>
> fetchmail: MDA error while fetching from otrs at exmail.protus.org
>
> fetchmail: Query status=6 (IOERR)
>
>
>
>
>
>
>
>
>
>
> ------------------------------
>
> *From:* Vitaliy Okulov [mailto:vitaliy.okulov at gmail.com]
> *Sent:* Saturday, April 05, 2008 2:21 AM
> *To:* Nelson Pereira
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Need RT to fetchmail...
>
>
>
> Sample config:
>
> /usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m
> "/opt/rt3/bin/rt-mailgate --queue General --action correspond --url
> http://localhost/" >/dev/null
>
> cat /opt/rt3/.fetchmailrc
> set logfile=/opt/rt3/fetchmail
> poll pop.mail.com proto pop3 user rt3 at mail.com with pass "blabla" to rt3
> here
>
> 2008/4/4, Nelson Pereira <npereira at protus.com>:
>
> Hi all,
>
>
>
> Finaly got it all setup with the instructions on wiki on a RHEL5 fresh?
>
>
>
> I have went through all the manual instructions and everything seems well.
>
>
>
> Now, I need RT to fetch the emails from a POP3 box and bring them into RT.
>
>
>
> How can I achieve this? Is there docs on this setup?
>
>
>
> Thansk
>
>
>
>
>
>
>
> *Nelson Pereira*
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.<http://www.myfax.com/referral_program.asp>
>
> [image: www.MyFax.com] <http://www.myfax.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 jsmoriss at mvlan.net  Mon Apr  7 13:09:22 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Mon, 7 Apr 2008 17:09:22 +0000
Subject: [rt-users] Global or Queue scrips first?
Message-ID: <20080407170922.GH16249@zaphod.mvlan.net>

Which are executed first, the Global or Queue scrips in v3.6.6? Is there
a way to control which ones go first? I know the description is used to
sort the scrips, but I have some queue scrips which seem to run before
some globals (which should come first if/when sorted).

Thanks!
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From npereira at protus.com  Mon Apr  7 13:24:13 2008
From: npereira at protus.com (Nelson Pereira)
Date: Mon, 7 Apr 2008 13:24:13 -0400
Subject: [rt-users] Need RT to fetchmail...
In-Reply-To: <b37fe17d0804070958m1298c24fv1793a3ff42c56d22@mail.gmail.com>
References: <21044E8C915A7E43B90A1056127160F116ACB6@EXMAIL.protus.org>
	<b37fe17d0804042321s4ca38f14w625e366fa3621206@mail.gmail.com>
	<21044E8C915A7E43B90A1056127160F116AD1D@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F116AD28@EXMAIL.protus.org>
	<b37fe17d0804070958m1298c24fv1793a3ff42c56d22@mail.gmail.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116ADCD@EXMAIL.protus.org>

I got sendmail working now....

 

All is good...

 

 

Now I have to work on the templates...

 

When the requester receives the response back on a -action correspond,
with a subject line of [example.com #2] AutoReply: testing111 and they
get this message:

What stipulates the formatting of the subject line?  I would like it to
be a ticket number not example.com #2....

 

 

Greetings,

 

This message has been automatically generated in response to the
creation of a trouble ticket regarding:

      "testing111",

a summary of which appears below.

 

There is no need to reply to this message right now.  Your ticket has
been assigned an ID of [example.com #2].

 

Please include the string:

 

         [example.com #2]

 

in the subject line of all future correspondence about this issue. To do
so, you may reply to this message.

 

                        Thank you,

                        otrs at protus.org

 

________________________________

From: Vitaliy Okulov [mailto:vitaliy.okulov at gmail.com] 
Sent: Monday, April 07, 2008 12:59 PM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Please change http://localhost/rt3 according to your hostname.

2008/4/7, Nelson Pereira <npereira at protus.com>:

Oups... I was piping it..  so the command looks like this to retrieve
messages from the pop3 mailbox :

 

/usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m
"/etc/smrsh/rt-mailgate --queue general --action correspond --url 
http://localhost/rt3" > /dev/null

 

 

Then in the /opt/rt3/fetchmail log file, I get this error:

 

404 Not Found

fetchmail: reading message otrs at exmail.protus.org:1 of 2 (11154 octets)
(log message incomplete)fetchmail: MDA returned nonzero status 75

fetchmail:  not flushed

..........An Error Occurred

=================

 

404 Not Found

fetchmail: reading message otrs at exmail.protus.org:2 of 2 (11146 octets)
(log message incomplete)fetchmail: MDA returned nonzero status 75

fetchmail:  not flushed

 

 

I finaly got it working .....

 

The problem was the URL... for some reason, fetchmail does not like to
have http://locahost/rt3,  rather, it wants http://192.168.5.5/rt3

 

 

 

So since I use -correspond, I should see an email going back to the
requester right?

But this is not happening....

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com [mailto:
rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson Pereira
Sent: Monday, April 07, 2008 8:05 AM
To: Vitaliy Okulov
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Ok, I tried this and im getting this error in the fetchmail log...

 

fetchmail: 2 messages for otrs at exmail.protus.org (22300 octets).

sh: -c: line 0: syntax error near unexpected token `|'

sh: -c: line 0: `|/etc/smrsh/rt-mailgate --queue general --action
correspond --url http://localhost/rt3'

...fetchmail: reading message otrs at exmail.protus.org:1 of 2 (11154
octets) (log message incomplete)fetchmail: error writing message text

fetchmail: MDA error while fetching from otrs at exmail.protus.org

fetchmail: Query status=6 (IOERR)

 

 

 

 

 

________________________________

From: Vitaliy Okulov [mailto:vitaliy.okulov at gmail.com] 
Sent: Saturday, April 05, 2008 2:21 AM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Sample config:

/usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m
"/opt/rt3/bin/rt-mailgate --queue General --action correspond --url 
http://localhost/" >/dev/null

cat /opt/rt3/.fetchmailrc 
set logfile=/opt/rt3/fetchmail
poll pop.mail.com proto pop3 user rt3 at mail.com with pass "blabla" to rt3
here

2008/4/4, Nelson Pereira <npereira at protus.com>:

Hi all,

 

Finaly got it all setup with the instructions on wiki on a RHEL5
fresh...

 

I have went through all the manual instructions and everything seems
well.

 

Now, I need RT to fetch the emails from a POP3 box and bring them into
RT.

 

How can I achieve this? Is there docs on this setup?

 

Thansk

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

 <http://www.myfax.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 gleduc at mail.sdsu.edu  Mon Apr  7 13:37:31 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 07 Apr 2008 10:37:31 -0700
Subject: [rt-users] Need RT to fetchmail...
In-Reply-To: <21044E8C915A7E43B90A1056127160F116ADCD@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116ACB6@EXMAIL.protus.org>
	<b37fe17d0804042321s4ca38f14w625e366fa3621206@mail.gmail.com>
	<21044E8C915A7E43B90A1056127160F116AD1D@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F116AD28@EXMAIL.protus.org>
	<b37fe17d0804070958m1298c24fv1793a3ff42c56d22@mail.gmail.com>
	<21044E8C915A7E43B90A1056127160F116ADCD@EXMAIL.protus.org>
Message-ID: <6.2.1.2.2.20080407103315.023eb868@mail.sdsu.edu>

Hi Nelson,

"example.com #2" is the ticket number.  Your RT installation is named 
'example.com' and the ticket number is '2'.  This number in the subject 
line of any replies to RT will associate the message with ticket #2 instead 
of creating a new ticket.

Regards,
Gene

At 10:24 AM 4/7/2008, Nelson Pereira wrote:
>When the requester receives the response back on a ?action correspond, 
>with a subject line of [example.com #2] AutoReply: testing111 and they get 
>this message:
>What stipulates the formatting of the subject line?  I would like it to be 
>a ticket number not example.com #2
.
>
>
>Greetings,
>
>This message has been automatically generated in response to the creation 
>of a trouble ticket regarding:
>       "testing111",
>a summary of which appears below.
>
>There is no need to reply to this message right now.  Your ticket has been 
>assigned an ID of [example.com #2].
>
>Please include the string:
>
>          [example.com #2]
>
>in the subject line of all future correspondence about this issue. To do 
>so, you may reply to this message.
>
>                         Thank you,
>                         otrs at protus.org
>


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From npereira at protus.com  Mon Apr  7 13:56:04 2008
From: npereira at protus.com (Nelson Pereira)
Date: Mon, 7 Apr 2008 13:56:04 -0400
Subject: [rt-users] Need RT to fetchmail...
In-Reply-To: <6.2.1.2.2.20080407103315.023eb868@mail.sdsu.edu>
References: <21044E8C915A7E43B90A1056127160F116ACB6@EXMAIL.protus.org>
	<b37fe17d0804042321s4ca38f14w625e366fa3621206@mail.gmail.com>
	<21044E8C915A7E43B90A1056127160F116AD1D@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F116AD28@EXMAIL.protus.org>
	<b37fe17d0804070958m1298c24fv1793a3ff42c56d22@mail.gmail.com>
	<21044E8C915A7E43B90A1056127160F116ADCD@EXMAIL.protus.org>
	<6.2.1.2.2.20080407103315.023eb868@mail.sdsu.edu>
Message-ID: <21044E8C915A7E43B90A1056127160F116ADDC@EXMAIL.protus.org>

Thanks !

 

Went in and changed this....

 

Is there a specific config that when an agent adds a reply or comment
and selects to send it to the requestor?

It's not sending the comments or repluies...

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

________________________________

From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] 
Sent: Monday, April 07, 2008 1:38 PM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Hi Nelson,

"example.com #2" is the ticket number.  Your RT installation is named
'example.com' and the ticket number is '2'.  This number in the subject
line of any replies to RT will associate the message with ticket #2
instead of creating a new ticket.

Regards,
Gene

At 10:24 AM 4/7/2008, Nelson Pereira wrote:



When the requester receives the response back on a -action correspond,
with a subject line of [example.com #2] AutoReply: testing111 and they
get this message:
What stipulates the formatting of the subject line?  I would like it to
be a ticket number not example.com #2....
 
 
Greetings,
 
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
      "testing111",
a summary of which appears below.
 
There is no need to reply to this message right now.  Your ticket has
been assigned an ID of [example.com #2].
 
Please include the string:
 
         [example.com #2]
 
in the subject line of all future correspondence about this issue. To do
so, you may reply to this message.
 
                        Thank you,
                        otrs at protus.org
  


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

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From gleduc at mail.sdsu.edu  Mon Apr  7 14:40:58 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 07 Apr 2008 11:40:58 -0700
Subject: [rt-users] Need RT to fetchmail...
In-Reply-To: <21044E8C915A7E43B90A1056127160F116ADDC@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116ACB6@EXMAIL.protus.org>
	<b37fe17d0804042321s4ca38f14w625e366fa3621206@mail.gmail.com>
	<21044E8C915A7E43B90A1056127160F116AD1D@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F116AD28@EXMAIL.protus.org>
	<b37fe17d0804070958m1298c24fv1793a3ff42c56d22@mail.gmail.com>
	<21044E8C915A7E43B90A1056127160F116ADCD@EXMAIL.protus.org>
	<6.2.1.2.2.20080407103315.023eb868@mail.sdsu.edu>
	<21044E8C915A7E43B90A1056127160F116ADDC@EXMAIL.protus.org>
Message-ID: <6.2.1.2.2.20080407113147.023ea6b0@mail.sdsu.edu>

By default RT won't send an e-mail notification to the person who made the 
changes, it assumes that the person already knows about the changes.  So if 
you are both the requestor and the person updating the ticket, don't expect 
to get any notifications (it's more realistic to use 2 different accounts 
for testing, anyway).  You can change this behavior by use of the 
NotifyActor setting in the config file.  Another thing that is going save 
you hours of scratching your head is to set RT's logging level to Debug and 
then make liberal use of statements like
   $Rt::Logger->debug("Notify script now entering Code Prep stage");

And then monitor the rt.log file.


At 10:56 AM 4/7/2008, Nelson Pereira wrote:
>Went in and changed this
.
>
>Is there a specific config that when an agent adds a reply or comment and 
>selects to send it to the requestor?
>It?s not sending the comments or repluies



-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From ruz at bestpractical.com  Mon Apr  7 15:34:24 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 7 Apr 2008 23:34:24 +0400
Subject: [rt-users] Global or Queue scrips first?
In-Reply-To: <20080407170922.GH16249@zaphod.mvlan.net>
References: <20080407170922.GH16249@zaphod.mvlan.net>
Message-ID: <589c94400804071234sc5c51edi336c5ddc19080704@mail.gmail.com>

All are sorted by description, however descriptions of many (may be
all) default scrips are not defined and those are executed first on
mysql and last on Pg, Oracle. Difference caused by difference in
treating NULL values. In 3.8 upgrade scripts we have code that
auto-generate descriptions for all scrips which have it undefined. You
can steal it from etc/upgrade in our svn repo.

On Mon, Apr 7, 2008 at 9:09 PM, Jean-Sebastien Morisset
<jsmoriss at mvlan.net> wrote:
> Which are executed first, the Global or Queue scrips in v3.6.6? Is there
>  a way to control which ones go first? I know the description is used to
>  sort the scrips, but I have some queue scrips which seem to run before
>  some globals (which should come first if/when sorted).
>
>  Thanks!
>  js.
>  --
>  Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>
>  _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: sales at bestpractical.com
>
>
>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From jsmoriss at mvlan.net  Mon Apr  7 15:41:56 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Mon, 7 Apr 2008 19:41:56 +0000
Subject: [rt-users] Global or Queue scrips first?
In-Reply-To: <589c94400804071234sc5c51edi336c5ddc19080704@mail.gmail.com>
References: <20080407170922.GH16249@zaphod.mvlan.net>
	<589c94400804071234sc5c51edi336c5ddc19080704@mail.gmail.com>
Message-ID: <20080407194156.GA28142@zaphod.mvlan.net>

Thanks Ruslan, but all my scrips have descriptions... Here's an example:

Scrips which apply to all queues

    * On Merge Notify Requestors, Ccs and Owner with template Merged Ticket
      User Defined Notify Requestors, Ccs and Owner with template Merged Ticket
    * On Status Change and Status is rejected or deleted, Notify Requestors
      User Defined Notify Requestors with template Ticket Rejected or Deleted
    * On Status Change and Status is stalled, Notify Requestors
      User Defined Notify Requestors with template Status Change
    * On Resolve Notify Requestors and Ccs with template Resolved
      On Resolve Notify Requestors and Ccs with template Resolved
    * On Correspond Notify Requestors, Ccs and Owner with template Correspondence
      On Correspond Notify Requestors, Ccs and Owner with template Correspondence
    * On Correspond Notify Other Recipients with template Correspondence
      On Correspond Notify Other Recipients with template Correspondence
    * On Correspond Open Tickets with template Blank
      On Correspond Open Tickets with template Blank
    * On Owner Change Notify Owner and Requestors with template Owner Change
      On Owner Change Notify Owner and Requestors with template Owner Change
    * On ApprovlReq Notify Requestors and Ccs with template Approval Required
      On ApprovlReq Notify Requestors and Ccs with template Approval Required
    * On ApprovlReq Create Tickets with template Create Approval
      On ApprovlReq Create Tickets with template Create Approval
    * A. On Create Extract Custom Field Values with template On Create Extract Values
      On Create Extract Custom Field Values with template On Create Extract Values
    * On Owner Change Auto Cc Last Owner with template Blank
      On Owner Change User Defined with template Blank
    * B. On Create Notify Owner with template Added to Queue with Owner
      On Create Notify Owner with template Added to Queue with Owner
    * On Status Change from resolved to open, Notify Owner and Requestors
      User Defined Notify Owner and Requestors with template Re-opened

Current Scrips

    On Create and Owner is Nobody, Notify Unix with template Added to Queue
    User Defined Notify Group Unix with template Added to Queue

    On Create from E-mail, Autoreply To Requestors with template Autoreply
    User Defined Autoreply To Requestors with template Autoreply

    On Owner Change Notify Group Unix with template Owner Change
    On Owner Change Notify Group Unix with template Owner Change

    On Queue Change Notify Group Unix with template Moved to Queue
    On Queue Change Notify Group Unix with template Moved to Queue

As you can see, the global ones are not sorted, even though they have
descriptions...

If this is just a display thing, I don't mind, but I would expect the
following execution order:

Global:
    * A. On Create Extract Custom Field Values with template On Create Extract Values
Queue:
    On Create and Owner is Nobody, Notify Unix with template Added to Queue

But in fact the queue scrip appears to get executed first.

Thanks,
js.

On Mon, Apr 07, 2008 at 11:34:24PM +0400, Ruslan Zakirov wrote:
> All are sorted by description, however descriptions of many (may be
> all) default scrips are not defined and those are executed first on
> mysql and last on Pg, Oracle. Difference caused by difference in
> treating NULL values. In 3.8 upgrade scripts we have code that
> auto-generate descriptions for all scrips which have it undefined. You
> can steal it from etc/upgrade in our svn repo.
> 
> On Mon, Apr 7, 2008 at 9:09 PM, Jean-Sebastien Morisset
> <jsmoriss at mvlan.net> wrote:
>> Which are executed first, the Global or Queue scrips in v3.6.6? Is there
>>  a way to control which ones go first? I know the description is used to
>>  sort the scrips, but I have some queue scrips which seem to run before
>>  some globals (which should come first if/when sorted).
>> 
>>  Thanks!
>>  js.
>>  --
>>  Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>
>>  _______________________________________________
>>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> 
>>  Community help: http://wiki.bestpractical.com
>>  Commercial support: sales at bestpractical.com
>> 
>> 
>>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>  Buy a copy at http://rtbook.bestpractical.com
>> 
> 
> 
> 
> -- 
> Best regards, Ruslan.
> 

-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From ruz at bestpractical.com  Mon Apr  7 16:53:52 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 8 Apr 2008 00:53:52 +0400
Subject: [rt-users] Global or Queue scrips first?
In-Reply-To: <20080407194156.GA28142@zaphod.mvlan.net>
References: <20080407170922.GH16249@zaphod.mvlan.net>
	<589c94400804071234sc5c51edi336c5ddc19080704@mail.gmail.com>
	<20080407194156.GA28142@zaphod.mvlan.net>
Message-ID: <589c94400804071353v6b1cd236g31e6e3e1d622c200@mail.gmail.com>

May be there is different "issue". All scrips are prepared first and
then committed. Notification action collect recipients of the email
during prepare when scrips must change data only during commit.

Close to your situation?

On Mon, Apr 7, 2008 at 11:41 PM, Jean-Sebastien Morisset
<jsmoriss at mvlan.net> wrote:
> Thanks Ruslan, but all my scrips have descriptions... Here's an example:
>
>  Scrips which apply to all queues
>
>     * On Merge Notify Requestors, Ccs and Owner with template Merged Ticket
>       User Defined Notify Requestors, Ccs and Owner with template Merged Ticket
>     * On Status Change and Status is rejected or deleted, Notify Requestors
>       User Defined Notify Requestors with template Ticket Rejected or Deleted
>     * On Status Change and Status is stalled, Notify Requestors
>       User Defined Notify Requestors with template Status Change
>     * On Resolve Notify Requestors and Ccs with template Resolved
>       On Resolve Notify Requestors and Ccs with template Resolved
>     * On Correspond Notify Requestors, Ccs and Owner with template Correspondence
>       On Correspond Notify Requestors, Ccs and Owner with template Correspondence
>     * On Correspond Notify Other Recipients with template Correspondence
>       On Correspond Notify Other Recipients with template Correspondence
>     * On Correspond Open Tickets with template Blank
>       On Correspond Open Tickets with template Blank
>     * On Owner Change Notify Owner and Requestors with template Owner Change
>       On Owner Change Notify Owner and Requestors with template Owner Change
>     * On ApprovlReq Notify Requestors and Ccs with template Approval Required
>       On ApprovlReq Notify Requestors and Ccs with template Approval Required
>     * On ApprovlReq Create Tickets with template Create Approval
>       On ApprovlReq Create Tickets with template Create Approval
>     * A. On Create Extract Custom Field Values with template On Create Extract Values
>       On Create Extract Custom Field Values with template On Create Extract Values
>     * On Owner Change Auto Cc Last Owner with template Blank
>       On Owner Change User Defined with template Blank
>     * B. On Create Notify Owner with template Added to Queue with Owner
>       On Create Notify Owner with template Added to Queue with Owner
>     * On Status Change from resolved to open, Notify Owner and Requestors
>       User Defined Notify Owner and Requestors with template Re-opened
>
>  Current Scrips
>
>     On Create and Owner is Nobody, Notify Unix with template Added to Queue
>     User Defined Notify Group Unix with template Added to Queue
>
>     On Create from E-mail, Autoreply To Requestors with template Autoreply
>     User Defined Autoreply To Requestors with template Autoreply
>
>     On Owner Change Notify Group Unix with template Owner Change
>     On Owner Change Notify Group Unix with template Owner Change
>
>     On Queue Change Notify Group Unix with template Moved to Queue
>     On Queue Change Notify Group Unix with template Moved to Queue
>
>  As you can see, the global ones are not sorted, even though they have
>  descriptions...
>
>  If this is just a display thing, I don't mind, but I would expect the
>  following execution order:
>
>  Global:
>     * A. On Create Extract Custom Field Values with template On Create Extract Values
>  Queue:
>     On Create and Owner is Nobody, Notify Unix with template Added to Queue
>
>  But in fact the queue scrip appears to get executed first.
>
>  Thanks,
>  js.
>
>
>
>  On Mon, Apr 07, 2008 at 11:34:24PM +0400, Ruslan Zakirov wrote:
>  > All are sorted by description, however descriptions of many (may be
>  > all) default scrips are not defined and those are executed first on
>  > mysql and last on Pg, Oracle. Difference caused by difference in
>  > treating NULL values. In 3.8 upgrade scripts we have code that
>  > auto-generate descriptions for all scrips which have it undefined. You
>  > can steal it from etc/upgrade in our svn repo.
>  >
>  > On Mon, Apr 7, 2008 at 9:09 PM, Jean-Sebastien Morisset
>  > <jsmoriss at mvlan.net> wrote:
>  >> Which are executed first, the Global or Queue scrips in v3.6.6? Is there
>  >>  a way to control which ones go first? I know the description is used to
>  >>  sort the scrips, but I have some queue scrips which seem to run before
>  >>  some globals (which should come first if/when sorted).
>  >>
>  >>  Thanks!
>  >>  js.
>  >>  --
>  >>  Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>
>  >>  _______________________________________________
>  >>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  >>
>  >>  Community help: http://wiki.bestpractical.com
>  >>  Commercial support: sales at bestpractical.com
>  >>
>  >>
>  >>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  >>  Buy a copy at http://rtbook.bestpractical.com
>  >>
>  >
>  >
>  >
>  > --
>  > Best regards, Ruslan.
>  >
>
>  --
>
>
> Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>
>  _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: sales at bestpractical.com
>
>
>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From stephen.a.cochran.lists at cahir.net  Mon Apr  7 19:26:00 2008
From: stephen.a.cochran.lists at cahir.net (Stephen Cochran)
Date: Mon, 7 Apr 2008 19:26:00 -0400
Subject: [rt-users] Self Service Permissions
In-Reply-To: <47F51113.1040500@lbl.gov>
References: <B9385FD3-653C-4237-A57A-0A1B2428362B@cahir.net>
	<47F51113.1040500@lbl.gov>
Message-ID: <5C8D18F3-8B72-4FB6-82A8-5002D1B1203D@cahir.net>


Well, the self-service interface I'm talking about is when an  
unprivilidged user logs in, they see a different interface loaded out  
of /SelfService/index.html. It displays only their submitted requests.



On Apr 3, 2008, at 1:17 PM, Kenneth Crocker wrote:
> Stephen,
>
>
> 	I could easily be mistaken, but I thought self-service referred to  
> email requests. I don't even know how someone could SEE anything  
> from an email request. I thought one had to use the WebUI to SEE  
> anything in RT.
>
>
> Kenn
> LBNL
>
> On 4/2/2008 8:22 PM, Stephen Cochran wrote:
>> Our unprivileged users can't see the queue names (we have multiple   
>> queues) in the Self Service interface, the field is just blank.  
>> What  permission is needed to see that field? Currently set up with:
>> unprivileged:
>> 	CreateTicket
>> 	SeeQueue
>> requester:
>> 	ReplyToTicket
>> 	ShowTicket
>> 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
>



From stephen.a.cochran.lists at cahir.net  Mon Apr  7 19:29:06 2008
From: stephen.a.cochran.lists at cahir.net (Stephen Cochran)
Date: Mon, 7 Apr 2008 19:29:06 -0400
Subject: [rt-users] Due Date in Ticket Creation Page
In-Reply-To: <589c94400804022331x59874dd4y74e41db7e2a6ea11@mail.gmail.com>
References: <BB38AECB-3A88-4EE1-B511-5806D1A811C7@cahir.net>
	<589c94400804022331x59874dd4y74e41db7e2a6ea11@mail.gmail.com>
Message-ID: <35ccbd010804071629g6be18c94r75338a5cf402fc5e@mail.gmail.com>

Hmm, I'm not seeing the advanced option in the SelfService interface.
Running 3.6.3, am I being blind?

On Thu, Apr 3, 2008 at 2:31 AM, Ruslan Zakirov <ruz at bestpractical.com>
wrote:

> It's already there. You just have to click show advanced there on
> ticket create page.
>
> On Thu, Apr 3, 2008 at 7:42 AM, Stephen Cochran
> <stephen.a.cochran.lists at cahir.net> wrote:
> >
> >  Has anyone hacked the Create ticket form to show the due date? Can
> >  easily create a custom field that shows on the entry form, but seems
> >  silly since the ticket object already has a due date.
> >
> >
> >  In the archives I noticed a lot posts referencing using PHP etc as a
> >  front end and just having the forms send mail to RT to be processed
> >  in. Is that typical, ie what most people do to provide a more flexible
> >  interface (ajax, etc)?
> >
> >  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
> >
>
>
>
> --
> Best regards, Ruslan.
>
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From boris.lytochkin at e-port.ru  Tue Apr  8 05:29:27 2008
From: boris.lytochkin at e-port.ru (Boris Lytochkin)
Date: Tue, 8 Apr 2008 13:29:27 +0400
Subject: [rt-users] [RT 3.6.6] Small patch for RT::Transaction::ContentObj
Message-ID: <1209301981.20080408132927@e-port.ru>


When Quoting some transaction with multiple text/plain attachments
(one for message, and some other as named attachment) wrong
attachment can be selected.
Patch forces attachments w/o name to be selected as source for
quoting.
===============================================================
--- Transaction_Overlay.pm~     Tue Apr  8 12:45:32 2008
+++ Transaction_Overlay.pm      Tue Apr  8 12:45:32 2008
@@ -388,6 +388,7 @@
     elsif ( $Attachment->ContentType() =~ '^multipart/' ) {
         my $plain_parts = $Attachment->Children();
         $plain_parts->ContentType( VALUE => ($PreferredContentType || 'text/plain') );
+        $plain_parts->Limit(FIELD => 'Filename', VALUE => '');

         # If we actully found a part, return its content
         if ( $plain_parts->First && $plain_parts->First->Content ne '' ) {



-- 
Boris Lytochkin,
JSC e-port, Moscow
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From npereira at protus.com  Tue Apr  8 07:32:16 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 8 Apr 2008 07:32:16 -0400
Subject: [rt-users] About ticket # formating
Message-ID: <21044E8C915A7E43B90A1056127160F116AE74@EXMAIL.protus.org>

Hi,

 

Is it possible to have the ticket number formatted as [date99xxxxxx] x
being the sequence prepended with 0's?

If so, how do I do this?

 

Thanks

 

Nelson

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From michal.verner at pctrade.cz  Tue Apr  8 07:23:53 2008
From: michal.verner at pctrade.cz (Michal Verner)
Date: Tue, 8 Apr 2008 13:23:53 +0200
Subject: [rt-users] printable "work order"
Message-ID: <8CC90927ADD0224987A2386C33A4211340AB27@pctsrv.pctrade.local>

Does anybody have some practical tested solution>?

 

We need to technician have printed version of ticked with him, when he
goes to customer. - we need signed paper, some feedback etc....

 

Is there a possibility to add html page to RT, which will generate
"printer friendly" filled form document? Something like different
version of Display.html??? 

 

 

Thanks for ideas....

 

Michal Verner

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From npereira at protus.com  Tue Apr  8 08:58:58 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 8 Apr 2008 08:58:58 -0400
Subject: [rt-users] Problem, cannot restart HTTPD
Message-ID: <21044E8C915A7E43B90A1056127160F116AE8F@EXMAIL.protus.org>

HI,

 

Did something and not sure what...:

 

[Tue Apr 08 09:00:00 2008] [error] \nRT couldn't load RT config file
/opt/rt3/etc/RT_SiteConfig.pm as:\n    user: root \n    group:
root\n\nThe file is owned by user root and group apache.  \n\nThis
usually means that the user/group your webserver is running\nas cannot
read the file.  Be careful not to make the permissions\non this file too
liberal, because it contains database passwords.\nYou may need to put
the webserver user in the appropriate group\n(apache) or change
permissions be able to run succesfully.\n\nUndefined subroutine &RT::loc
called at /opt/rt3/etc/RT_SiteConfig.pm line 24.\nCompilation failed in
require at /opt/rt3/lib/RT.pm line 152.\nBEGIN failed--compilation
aborted at /opt/rt3/bin/webmux.pl line 78.\nCompilation failed in
require at (eval 2) line 1.\n

[Tue Apr 08 09:00:00 2008] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server netnet-ems.protus.org:0, exiting...

 

The RT_* files are set as root:apache and the permission is set to 500

 

What do I need to do to get this file to run?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From jesse at bestpractical.com  Tue Apr  8 09:00:50 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Apr 2008 09:00:50 -0400
Subject: [rt-users] Problem, cannot restart HTTPD
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AE8F@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AE8F@EXMAIL.protus.org>
Message-ID: <D0F91FAB-6539-4B4B-8A20-D424B068AC47@bestpractical.com>

"Undefined subroutine &RT::loc called at /opt/rt3/etc/RT_SiteConfig.pm  
line 24"

is the isssue.


On Apr 8, 2008, at 8:58 AM, Nelson Pereira wrote:
> HI,
>
> Did something and not sure what?:
>
> [Tue Apr 08 09:00:00 2008] [error] \nRT couldn't load RT config  
> file /opt/rt3/etc/RT_SiteConfig.pm as:\n    user: root \n    group:  
> root\n\nThe file is owned by user root and group apache.  \n\nThis  
> usually means that the user/group your webserver is running\nas  
> cannot read the file.  Be careful not to make the permissions\non  
> this file too liberal, because it contains database passwords.\nYou  
> may need to put the webserver user in the appropriate group 
> \n(apache) or change permissions be able to run succesfully.\n 
> \nUndefined subroutine &RT::loc called at /opt/rt3/etc/ 
> RT_SiteConfig.pm line 24.\nCompilation failed in require at /opt/rt3/ 
> lib/RT.pm line 152.\nBEGIN failed--compilation aborted at /opt/rt3/ 
> bin/webmux.pl line 78.\nCompilation failed in require at (eval 2)  
> line 1.\n
> [Tue Apr 08 09:00:00 2008] [error] Can't load Perl file: /opt/rt3/ 
> bin/webmux.pl for server netnet-ems.protus.org:0, exiting...
>
> The RT_* files are set as root:apache and the permission is set to 500
>
> What do I need to do to get this file to run?
>
>
> Nelson Pereira
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.
> <image001.gif>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jmoseley at corp.xanadoo.com  Tue Apr  8 09:05:29 2008
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Tue, 8 Apr 2008 08:05:29 -0500
Subject: [rt-users] Problem, cannot restart HTTPD
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AE8F@EXMAIL.protus.org>
Message-ID: <OF119F5064.D23748D7-ON86257425.0047C378-86257425.0047E704@pgtv.com>

This says it all:

The RT_* files are set as root:apache and the permission is set to 500

How is the Apache process (running as user 'apache', I assume) supposed to
access your RT configs if they have no permissions to do so?  Chmod those
files to 640 or something similar - that should fix your problem.


James Moseley




                                                                           
             "Nelson Pereira"                                              
             <npereira at protus.                                             
             com>                                                       To 
             Sent by:                  <rt-users at lists.bestpractical.com>  
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       [rt-users] Problem, cannot restart  
                                       HTTPD                               
             04/08/2008 07:58                                              
             AM                                                            
                                                                           
                                                                           
                                                                           
                                                                           




HI,

Did something and not sure what?:

[Tue Apr 08 09:00:00 2008] [error] \nRT couldn't load RT config file
/opt/rt3/etc/RT_SiteConfig.pm as:\n    user: root \n    group: root\n\nThe
file is owned by user root and group apache.  \n\nThis usually means that
the user/group your webserver is running\nas cannot read the file.  Be
careful not to make the permissions\non this file too liberal, because it
contains database passwords.\nYou may need to put the webserver user in the
appropriate group\n(apache) or change permissions be able to run
succesfully.\n\nUndefined subroutine &RT::loc called at
/opt/rt3/etc/RT_SiteConfig.pm line 24.\nCompilation failed in require at
/opt/rt3/lib/RT.pm line 152.\nBEGIN failed--compilation aborted at
/opt/rt3/bin/webmux.pl line 78.\nCompilation failed in require at (eval 2)
line 1.\n
[Tue Apr 08 09:00:00 2008] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server netnet-ems.protus.org:0, exiting...

The RT_* files are set as root:apache and the permission is set to 500

What do I need to do to get this file to run?




                                                                           
 Nelson Pereira                         (Embedded image moved to file:     
 Senior Network Administrator           pic26500.gif)www.MyFax.com         
                                                                           
 Protus IP Solutions Inc.                                                  
 npereira at protus.com                                                       
 phone: 613.733.0000 ext.528                                               
 MyFax: 613.822.5083                                                       
 www.myfax.com                                                             
                                                                           
 Refer your friends and colleagues to                                      
 MyFax!                                                                    
 Click here for more information.                                          
                                                                           


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

Community help: http://wiki.bestpractical.com
Commercial support: 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 npereira at protus.com  Tue Apr  8 09:13:25 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 8 Apr 2008 09:13:25 -0400
Subject: [rt-users] Problem, cannot restart HTTPD
In-Reply-To: <D0F91FAB-6539-4B4B-8A20-D424B068AC47@bestpractical.com>
References: <21044E8C915A7E43B90A1056127160F116AE8F@EXMAIL.protus.org>
	<D0F91FAB-6539-4B4B-8A20-D424B068AC47@bestpractical.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116AE98@EXMAIL.protus.org>

Ok that seems to have fixed the issue...

But that line (I commented it out for now) is 

Set($LogoAltText, loc("company Solutions, RT Network Services Ticket
System"));

What is wrong with this line? This was taken from the documentation...



Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, April 08, 2008 9:01 AM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problem, cannot restart HTTPD

"Undefined subroutine &RT::loc called at /opt/rt3/etc/RT_SiteConfig.pm  
line 24"

is the isssue.


On Apr 8, 2008, at 8:58 AM, Nelson Pereira wrote:
> HI,
>
> Did something and not sure what...:
>
> [Tue Apr 08 09:00:00 2008] [error] \nRT couldn't load RT config  
> file /opt/rt3/etc/RT_SiteConfig.pm as:\n    user: root \n    group:  
> root\n\nThe file is owned by user root and group apache.  \n\nThis  
> usually means that the user/group your webserver is running\nas  
> cannot read the file.  Be careful not to make the permissions\non  
> this file too liberal, because it contains database passwords.\nYou  
> may need to put the webserver user in the appropriate group 
> \n(apache) or change permissions be able to run succesfully.\n 
> \nUndefined subroutine &RT::loc called at /opt/rt3/etc/ 
> RT_SiteConfig.pm line 24.\nCompilation failed in require at /opt/rt3/ 
> lib/RT.pm line 152.\nBEGIN failed--compilation aborted at /opt/rt3/ 
> bin/webmux.pl line 78.\nCompilation failed in require at (eval 2)  
> line 1.\n
> [Tue Apr 08 09:00:00 2008] [error] Can't load Perl file: /opt/rt3/ 
> bin/webmux.pl for server netnet-ems.protus.org:0, exiting...
>
> The RT_* files are set as root:apache and the permission is set to 500
>
> What do I need to do to get this file to run?
>
>
> Nelson Pereira
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.
> <image001.gif>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From jesse at bestpractical.com  Tue Apr  8 09:35:15 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Apr 2008 09:35:15 -0400
Subject: [rt-users] Problem, cannot restart HTTPD
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AE98@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AE8F@EXMAIL.protus.org>
	<D0F91FAB-6539-4B4B-8A20-D424B068AC47@bestpractical.com>
	<21044E8C915A7E43B90A1056127160F116AE98@EXMAIL.protus.org>
Message-ID: <48C13D41-6EC5-4EF8-B30C-452B7EFB550D@bestpractical.com>


On Apr 8, 2008, at 9:13 AM, Nelson Pereira wrote:
> Ok that seems to have fixed the issue...
>
> But that line (I commented it out for now) is
>
> Set($LogoAltText, loc("company Solutions, RT Network Services Ticket
> System"));
>
> What is wrong with this line? This was taken from the documentation...
>

What documentation?


In this case, the problem is that even if it worked, that "loc" would  
be run as the config file is loaded, which would get a single string  
returned.


Do you really want to localize the alt text?


>
>
> Refer your friends and colleagues to MyFax!
> Click here for more information. 	www.MyFax.com 	
>
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Tuesday, April 08, 2008 9:01 AM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Problem, cannot restart HTTPD
>
> "Undefined subroutine &RT::loc called at /opt/rt3/etc/RT_SiteConfig.pm
> line 24"
>
> is the isssue.
>
>
> On Apr 8, 2008, at 8:58 AM, Nelson Pereira wrote:
>> HI,
>>
>> Did something and not sure what...:
>>
>> [Tue Apr 08 09:00:00 2008] [error] \nRT couldn't load RT config
>> file /opt/rt3/etc/RT_SiteConfig.pm as:\n    user: root \n    group:
>> root\n\nThe file is owned by user root and group apache.  \n\nThis
>> usually means that the user/group your webserver is running\nas
>> cannot read the file.  Be careful not to make the permissions\non
>> this file too liberal, because it contains database passwords.\nYou
>> may need to put the webserver user in the appropriate group
>> \n(apache) or change permissions be able to run succesfully.\n
>> \nUndefined subroutine &RT::loc called at /opt/rt3/etc/
>> RT_SiteConfig.pm line 24.\nCompilation failed in require at /opt/rt3/
>> lib/RT.pm line 152.\nBEGIN failed--compilation aborted at /opt/rt3/
>> bin/webmux.pl line 78.\nCompilation failed in require at (eval 2)
>> line 1.\n
>> [Tue Apr 08 09:00:00 2008] [error] Can't load Perl file: /opt/rt3/
>> bin/webmux.pl for server netnet-ems.protus.org:0, exiting...
>>
>> The RT_* files are set as root:apache and the permission is set to  
>> 500
>>
>> What do I need to do to get this file to run?
>>
>>
>> Nelson Pereira
>> Senior Network Administrator
>>
>> Protus IP Solutions Inc.
>> npereira at protus.com
>> phone: 613.733.0000 ext.528
>> MyFax: 613.822.5083
>> www.myfax.com
>>
>> Refer your friends and colleagues to MyFax!
>> Click here for more information.
>> <image001.gif>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 npereira at protus.com  Tue Apr  8 09:36:35 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 8 Apr 2008 09:36:35 -0400
Subject: [rt-users] Problem, cannot restart HTTPD
In-Reply-To: <48C13D41-6EC5-4EF8-B30C-452B7EFB550D@bestpractical.com>
References: <21044E8C915A7E43B90A1056127160F116AE8F@EXMAIL.protus.org>
	<D0F91FAB-6539-4B4B-8A20-D424B068AC47@bestpractical.com>
	<21044E8C915A7E43B90A1056127160F116AE98@EXMAIL.protus.org>
	<48C13D41-6EC5-4EF8-B30C-452B7EFB550D@bestpractical.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116AEA2@EXMAIL.protus.org>


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



 	

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, April 08, 2008 9:35 AM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problem, cannot restart HTTPD


On Apr 8, 2008, at 9:13 AM, Nelson Pereira wrote:
> Ok that seems to have fixed the issue...
>
> But that line (I commented it out for now) is
>
> Set($LogoAltText, loc("company Solutions, RT Network Services Ticket
> System"));
>
> What is wrong with this line? This was taken from the documentation...
>

What documentation?


In this case, the problem is that even if it worked, that "loc" would  
be run as the config file is loaded, which would get a single string  
returned.


Do you really want to localize the alt text?




From jesse at bestpractical.com  Tue Apr  8 09:38:43 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Apr 2008 09:38:43 -0400
Subject: [rt-users] Problem, cannot restart HTTPD
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AEA2@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AE8F@EXMAIL.protus.org>
	<D0F91FAB-6539-4B4B-8A20-D424B068AC47@bestpractical.com>
	<21044E8C915A7E43B90A1056127160F116AE98@EXMAIL.protus.org>
	<48C13D41-6EC5-4EF8-B30C-452B7EFB550D@bestpractical.com>
	<21044E8C915A7E43B90A1056127160F116AEA2@EXMAIL.protus.org>
Message-ID: <C3BA5791-BA66-4221-A8DB-A007E736B1FD@bestpractical.com>

Sounds like the wiki is wrong. Would you mind correcting it once you  
get this sorted?

On Apr 8, 2008, at 9:36 AM, Nelson Pereira wrote:
>
> http://wiki.bestpractical.com/view/ChangeLogo
>
>
>
> 	
>
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Tuesday, April 08, 2008 9:35 AM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Problem, cannot restart HTTPD
>
>
> On Apr 8, 2008, at 9:13 AM, Nelson Pereira wrote:
>> Ok that seems to have fixed the issue...
>>
>> But that line (I commented it out for now) is
>>
>> Set($LogoAltText, loc("company Solutions, RT Network Services Ticket
>> System"));
>>
>> What is wrong with this line? This was taken from the  
>> documentation...
>>
>
> What documentation?
>
>
> In this case, the problem is that even if it worked, that "loc" would
> be run as the config file is loaded, which would get a single string
> returned.
>
>
> Do you really want to localize the alt text?
>
>

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From mario.gomide at agricultura.gov.br  Tue Apr  8 09:39:27 2008
From: mario.gomide at agricultura.gov.br (Mario Gomide)
Date: Tue, 08 Apr 2008 10:39:27 -0300
Subject: [rt-users] Restarting the Database
Message-ID: <47FB758F.10401@agricultura.gov.br>

Hello list!!

I have installed RT 3.6.1 with Postgres8.1.

I'm needing to clean the ticket database for a fresh start on a new 
working season, but I need to keep the users, queues, custom-fields, etc.
What I'm planning to do is:
- Clean the tables: tickets, attachments, transactions, 
objectcustomfieldvalues and links;
- Set the Current Value to 1 for each one the sequences of the above tables.

Is this procedure ok? Is there anything else I must do (or must not) ?

Mario


From npereira at protus.com  Tue Apr  8 09:57:05 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 8 Apr 2008 09:57:05 -0400
Subject: [rt-users] notify ticket owner
Message-ID: <21044E8C915A7E43B90A1056127160F116AEAD@EXMAIL.protus.org>

What permissions need to be put and where, so that the ticket owner
receives a notification that the requestor updated the ticket?

 

Also, when a requester sends an NEW email ticket to RT, in the response,
is there a way they can go to a website, and without a login, simply see
the status of the ticket?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From jesse at bestpractical.com  Tue Apr  8 09:59:55 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Apr 2008 09:59:55 -0400
Subject: [rt-users] Problem, cannot restart HTTPD
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AEAA@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AE8F@EXMAIL.protus.org>
	<D0F91FAB-6539-4B4B-8A20-D424B068AC47@bestpractical.com>
	<21044E8C915A7E43B90A1056127160F116AE98@EXMAIL.protus.org>
	<48C13D41-6EC5-4EF8-B30C-452B7EFB550D@bestpractical.com>
	<21044E8C915A7E43B90A1056127160F116AEA2@EXMAIL.protus.org>
	<C3BA5791-BA66-4221-A8DB-A007E736B1FD@bestpractical.com>
	<21044E8C915A7E43B90A1056127160F116AEAA@EXMAIL.protus.org>
Message-ID: <480D14F3-D962-49D0-8A27-8EC886F6D19B@bestpractical.com>



On Apr 8, 2008, at 9:49 AM, Nelson Pereira wrote:
> I Don't even know how to fix it...
> Tried different things but did'nt help..

It's useful to know what you've tried. What have you tried?

>
>
>

[please keep rt-users cced]

remove the loc() from around the string.

-



> Nelson Pereira
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information. 	www.MyFax.com 	
>
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Tuesday, April 08, 2008 9:39 AM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Problem, cannot restart HTTPD
>
> Sounds like the wiki is wrong. Would you mind correcting it once you
> get this sorted?
>
> On Apr 8, 2008, at 9:36 AM, Nelson Pereira wrote:
>>
>> http://wiki.bestpractical.com/view/ChangeLogo
>>
>>
>>
>> 	
>>
>> -----Original Message-----
>> From: Jesse Vincent [mailto:jesse at bestpractical.com]
>> Sent: Tuesday, April 08, 2008 9:35 AM
>> To: Nelson Pereira
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Problem, cannot restart HTTPD
>>
>>
>> On Apr 8, 2008, at 9:13 AM, Nelson Pereira wrote:
>>> Ok that seems to have fixed the issue...
>>>
>>> But that line (I commented it out for now) is
>>>
>>> Set($LogoAltText, loc("company Solutions, RT Network Services Ticket
>>> System"));
>>>
>>> What is wrong with this line? This was taken from the
>>> documentation...
>>>
>>
>> What documentation?
>>
>>
>> In this case, the problem is that even if it worked, that "loc" would
>> be run as the config file is loaded, which would get a single string
>> returned.
>>
>>
>> Do you really want to localize the alt text?
>>
>>
>

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From npereira at protus.com  Tue Apr  8 10:54:07 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 8 Apr 2008 10:54:07 -0400
Subject: [rt-users] Intergration with LDAP
Message-ID: <21044E8C915A7E43B90A1056127160F116AED8@EXMAIL.protus.org>

I've looked around and did not find anything relating to LDAP agent
authentication.

Does anyone have a document on how to setup RT to use LDAP for agent
login?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From chaim.rieger at gmail.com  Tue Apr  8 10:58:49 2008
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Tue, 08 Apr 2008 07:58:49 -0700
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AED8@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AED8@EXMAIL.protus.org>
Message-ID: <47FB8829.8040400@gmail.com>

Nelson Pereira wrote:
>
> I?ve looked around and did not find anything relating to LDAP agent 
> authentication.
>
> Does anyone have a document on how to setup RT to use LDAP for agent 
> login?
>
you mean ldap/AD server based authentication,
its in the wiki.



any specific questions ask away, and please post the relevant lines of 
your config.


From jesse at bestpractical.com  Tue Apr  8 11:05:49 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Apr 2008 11:05:49 -0400
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <47F27630.4040609@lbl.gov>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
	<47F27630.4040609@lbl.gov>
Message-ID: <EB8B9410-8F64-4954-BCC8-0914A35871DF@bestpractical.com>


On Apr 1, 2008, at 1:51 PM, Kenneth Crocker wrote:
> Jesse,
>
>
> 	Other than the ability to change the "look", what are some of the  
> other enhancements and features of 3.8.0?

For now, you can grab a recent 3.7.x and play around. When we're  
closer to a release, we'll be writing up a comprehensive list of cool  
new stuff.
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From mike.peachey at jennic.com  Tue Apr  8 11:06:22 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 08 Apr 2008 16:06:22 +0100
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <47FB8829.8040400@gmail.com>
References: <21044E8C915A7E43B90A1056127160F116AED8@EXMAIL.protus.org>
	<47FB8829.8040400@gmail.com>
Message-ID: <47FB89EE.70009@jennic.com>

Chaim Rieger wrote:
> Nelson Pereira wrote:
>> I?ve looked around and did not find anything relating to LDAP agent 
>> authentication.
>>
>> Does anyone have a document on how to setup RT to use LDAP for agent 
>> login?
>>
> you mean ldap/AD server based authentication,
> its in the wiki.

http://wiki.bestpractical.com/view/LDAP
http://wiki.bestpractical.com/view/ExternalAuth
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From jsmoriss at mvlan.net  Tue Apr  8 11:18:52 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Tue, 8 Apr 2008 15:18:52 +0000
Subject: [rt-users] Global or Queue scrips first?
In-Reply-To: <589c94400804071353v6b1cd236g31e6e3e1d622c200@mail.gmail.com>
References: <20080407170922.GH16249@zaphod.mvlan.net>
	<589c94400804071234sc5c51edi336c5ddc19080704@mail.gmail.com>
	<20080407194156.GA28142@zaphod.mvlan.net>
	<589c94400804071353v6b1cd236g31e6e3e1d622c200@mail.gmail.com>
Message-ID: <20080408151852.GB9666@zaphod.mvlan.net>

On Tue, Apr 08, 2008 at 12:53:52AM +0400, Ruslan Zakirov wrote:
> May be there is different "issue". All scrips are prepared first and
> then committed. Notification action collect recipients of the email
> during prepare when scrips must change data only during commit.
> 
> Close to your situation?

Hm. Maybe.

I have a scrip which extracts info from the e-mail and sets certain
custom fields. It's description in the global scrips is "A. On Create
Extract Custom Field Values with template On Create Extract Values" so
it can run first.

I have another scrip in a queue described as "On Create and Owner is
Nobody, Notify Unix with template Added to Queue". I would expect this
scrip to run second.

The notification template uses some custom fields, which were defined by
the first scrip, but they're not showing up in the notification e-mail.

Is there anything I can do to fix this?

Thanks,
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From npereira at protus.com  Tue Apr  8 11:22:38 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 8 Apr 2008 11:22:38 -0400
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <47FB8829.8040400@gmail.com>
References: <21044E8C915A7E43B90A1056127160F116AED8@EXMAIL.protus.org>
	<47FB8829.8040400@gmail.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116AEF7@EXMAIL.protus.org>

I want to know if RT has the ability to lookup a user in Active
Directory to allow the user to login to RT using his Active Directory
Username/Password....

-----Original Message-----
From: Chaim Rieger [mailto:chaim.rieger at gmail.com] 
Sent: Tuesday, April 08, 2008 10:59 AM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

Nelson Pereira wrote:
>
> I've looked around and did not find anything relating to LDAP agent 
> authentication.
>
> Does anyone have a document on how to setup RT to use LDAP for agent 
> login?
>
you mean ldap/AD server based authentication,
its in the wiki.



any specific questions ask away, and please post the relevant lines of 
your config.


From javoskam at uwaterloo.ca  Tue Apr  8 11:13:33 2008
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Tue, 08 Apr 2008 11:13:33 -0400
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <EB8B9410-8F64-4954-BCC8-0914A35871DF@bestpractical.com>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>	<47F27630.4040609@lbl.gov>
	<EB8B9410-8F64-4954-BCC8-0914A35871DF@bestpractical.com>
Message-ID: <47FB8B9D.6050003@uwaterloo.ca>

Jesse Vincent wrote:
>
> On Apr 1, 2008, at 1:51 PM, Kenneth Crocker wrote:
>> Jesse,
>>
>>
>>     Other than the ability to change the "look", what are some of the 
>> other enhancements and features of 3.8.0?
>
> For now, you can grab a recent 3.7.x and play around. When we're 
> closer to a release, we'll be writing up a comprehensive list of cool 
> new stuff.
I really like the bookmark window and additional personal preferences.

Jeff


From mike.peachey at jennic.com  Tue Apr  8 11:25:03 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 08 Apr 2008 16:25:03 +0100
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AEF7@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AED8@EXMAIL.protus.org>	<47FB8829.8040400@gmail.com>
	<21044E8C915A7E43B90A1056127160F116AEF7@EXMAIL.protus.org>
Message-ID: <47FB8E4F.9090605@jennic.com>

Nelson Pereira wrote:
> I want to know if RT has the ability to lookup a user in Active
> Directory to allow the user to login to RT using his Active Directory
> Username/Password....

Nelson.. read the wiki pages that I gave you direct links to.

http://wiki.bestpractical.com/view/LDAP
http://wiki.bestpractical.com/view/ExternalAuth

I mean REALLY read them.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From jbrodley at sumtotalsystems.com  Tue Apr  8 11:14:47 2008
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Tue, 8 Apr 2008 08:14:47 -0700
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <EB8B9410-8F64-4954-BCC8-0914A35871DF@bestpractical.com>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com><47F27630.4040609@lbl.gov>
	<EB8B9410-8F64-4954-BCC8-0914A35871DF@bestpractical.com>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D074C11D4@blv-exch1.sumtotalsystems.com>

Considering upgrading to the latest build, were currently on 3.6.3.  But
I'm wondering if this is a Q2/Q3 type release, or if you think it will
be much later, as it may be worth it just to wait. 

I know dev's hate giving dates or any idea of when something will be
done, but just a very rough idea would be helpful. 

Justin Brodley


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse
Vincent
Sent: Tuesday, April 08, 2008 8:06 AM
To: Kenneth Crocker
Cc: RT Users
Subject: Re: [rt-users] A brief preview of what RT 3.8 is going to look
like


On Apr 1, 2008, at 1:51 PM, Kenneth Crocker wrote:
> Jesse,
>
>
> 	Other than the ability to change the "look", what are some of
the 
> other enhancements and features of 3.8.0?

For now, you can grab a recent 3.7.x and play around. When we're closer
to a release, we'll be writing up a comprehensive list of cool new
stuff.


From chaim.rieger at gmail.com  Tue Apr  8 11:27:00 2008
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Tue, 08 Apr 2008 08:27:00 -0700
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AEF7@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AED8@EXMAIL.protus.org>
	<47FB8829.8040400@gmail.com>
	<21044E8C915A7E43B90A1056127160F116AEF7@EXMAIL.protus.org>
Message-ID: <47FB8EC4.4080205@gmail.com>

Nelson Pereira wrote:
> I want to know if RT has the ability to lookup a user in Active
> Directory to allow the user to login to RT using his Active Directory
> Username/Password....
>   
as far as i know (and somebody out there correct me if i am wrong)
users must be in the RT db, (see note 1) passwords are matched against 
AD/LDAP and are not stored locally.
Note 1; this is easy to get around, have all your users send an email to 
RT, which will then create usernames for them, then map these usernames 
to the proper mappings in AD.


From mike.peachey at jennic.com  Tue Apr  8 11:30:30 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 08 Apr 2008 16:30:30 +0100
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <47FB8EC4.4080205@gmail.com>
References: <21044E8C915A7E43B90A1056127160F116AED8@EXMAIL.protus.org>	<47FB8829.8040400@gmail.com>	<21044E8C915A7E43B90A1056127160F116AEF7@EXMAIL.protus.org>
	<47FB8EC4.4080205@gmail.com>
Message-ID: <47FB8F96.8020400@jennic.com>

Chaim Rieger wrote:
> Nelson Pereira wrote:
>> I want to know if RT has the ability to lookup a user in Active
>> Directory to allow the user to login to RT using his Active Directory
>> Username/Password....
>>   
> as far as i know (and somebody out there correct me if i am wrong)
> users must be in the RT db, (see note 1) passwords are matched against 
> AD/LDAP and are not stored locally.
> Note 1; this is easy to get around, have all your users send an email to 
> RT, which will then create usernames for them, then map these usernames 
> to the proper mappings in AD.

As per the links pasted before.. this is all covered.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From jesse at bestpractical.com  Tue Apr  8 11:35:24 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Apr 2008 11:35:24 -0400
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D074C11D4@blv-exch1.sumtotalsystems.com>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com><47F27630.4040609@lbl.gov>
	<EB8B9410-8F64-4954-BCC8-0914A35871DF@bestpractical.com>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D074C11D4@blv-exch1.sumtotalsystems.com>
Message-ID: <44D0C0EE-A163-42ED-8A9B-4BD8850273EE@bestpractical.com>


On Apr 8, 2008, at 11:14 AM, Justin Brodley wrote:
> Considering upgrading to the latest build, were currently on 3.6.3.   
> But
> I'm wondering if this is a Q2/Q3 type release, or if you think it will
> be much later, as it may be worth it just to wait.
>
> I know dev's hate giving dates or any idea of when something will be
> done, but just a very rough idea would be helpful.
>

Actually, we have a corporate policy of not promising release dates,  
other than to customers for contracted deliveries.
It'll be done when it's done, though I'd have loved to have had it out  
last month.

-jesse
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From kae at midnighthax.com  Tue Apr  8 10:55:54 2008
From: kae at midnighthax.com (Keith Edmunds)
Date: Tue, 8 Apr 2008 15:55:54 +0100
Subject: [rt-users] Missing "take" link for some users
In-Reply-To: <20080219201815.06d07df1@ws.in.tiger-computing.com>
References: <20080219201815.06d07df1@ws.in.tiger-computing.com>
Message-ID: <20080408155554.513c0e71@ws.in.tiger-computing.com>

Sorry to reactivate this thread, but I'm stumped by this. I'm not even
sure what to do to start resolving it.

The problem:

RT 3.6.1: We have four users on this system. In "10 newest unowned tickets", one
user has the ticket number as a link and also a 'take' link; the other
three users have only a plain-text ticket number and no take link.

What I've checked/done so far:

- one affected user has been granted full global permissions
- that user has logged out and back in
- that user, and the one that works, have the query for the unowned tickets
- they both have the same display template

Where can I look next?

Thanks,
Keith


From jeffrey_lee at harvard.edu  Tue Apr  8 11:55:52 2008
From: jeffrey_lee at harvard.edu (Jeffrey Lee)
Date: Tue, 8 Apr 2008 11:55:52 -0400
Subject: [rt-users] Upgrading from 3.4 to 3.6
Message-ID: <200804081555.m38FtqLI002637@us26.unix.fas.harvard.edu>

Is there an easy way to upgrade from 3.4 to 3.6? Also is there a step by
step wiki document regarding this?

 

-Jeff

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From jesse at bestpractical.com  Tue Apr  8 12:07:22 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Apr 2008 12:07:22 -0400
Subject: [rt-users] [RT 3.6.6] Small patch for
	RT::Transaction::ContentObj
In-Reply-To: <1209301981.20080408132927@e-port.ru>
References: <1209301981.20080408132927@e-port.ru>
Message-ID: <98F03F68-DDE6-4E88-9FBF-59E0360202A7@bestpractical.com>


On Apr 8, 2008, at 5:29 AM, Boris Lytochkin wrote:
>
> When Quoting some transaction with multiple text/plain attachments
> (one for message, and some other as named attachment) wrong
> attachment can be selected.
> Patch forces attachments w/o name to be selected as source for
> quoting.


I wonder if it would make more sense to look at the Content- 
Disposition: header (so we could do smart things with text attachments  
the original sender intentionally inlined.)

thoughts?

> ===============================================================
> --- Transaction_Overlay.pm~     Tue Apr  8 12:45:32 2008
> +++ Transaction_Overlay.pm      Tue Apr  8 12:45:32 2008
> @@ -388,6 +388,7 @@
>     elsif ( $Attachment->ContentType() =~ '^multipart/' ) {
>         my $plain_parts = $Attachment->Children();
>         $plain_parts->ContentType( VALUE => ($PreferredContentType  
> || 'text/plain') );
> +        $plain_parts->Limit(FIELD => 'Filename', VALUE => '');
>
>         # If we actully found a part, return its content
>         if ( $plain_parts->First && $plain_parts->First->Content ne  
> '' ) {
>
>
>
> -- 
> Boris Lytochkin,
> JSC e-port,  
> Moscow 
> <ContentObj.patch>_______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From elacour at easter-eggs.com  Tue Apr  8 12:12:59 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 8 Apr 2008 18:12:59 +0200
Subject: [rt-users] Upgrading from 3.4 to 3.6
In-Reply-To: <200804081555.m38FtqLI002637@us26.unix.fas.harvard.edu>
References: <200804081555.m38FtqLI002637@us26.unix.fas.harvard.edu>
Message-ID: <20080408161259.GD31764@easter-eggs.com>

On Tue, Apr 08, 2008 at 11:55:52AM -0400, Jeffrey Lee wrote:
> Is there an easy way to upgrade from 3.4 to 3.6? Also is there a step by
> step wiki document regarding this?
> 

This is not a difficult upgrade. All the docs are in the files
README/UPGRADING.


From KFCrocker at lbl.gov  Tue Apr  8 12:22:01 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 08 Apr 2008 09:22:01 -0700
Subject: [rt-users] Missing "take" link for some users
In-Reply-To: <20080408155554.513c0e71@ws.in.tiger-computing.com>
References: <20080219201815.06d07df1@ws.in.tiger-computing.com>
	<20080408155554.513c0e71@ws.in.tiger-computing.com>
Message-ID: <47FB9BA9.9060907@lbl.gov>

Keith,


	It's all about the privileges. If you are NEVER going to have more than 
a few users, then I suppose granting rights to users would be OK, but we 
prefer to put users in groups that have "like" privileges, that way we 
don't have to wonder why Bob can do it and Frank can't. Granting Global 
"All Powerful" rights all over the place can also bit you in the rear as 
well. No on can possibly recommend what rights to grant unless they know 
your specific infrastructure and how you want to deal with 
tickets/users/requestors. There is some good documentation on the wiki 
on rights.


Kenn
LBNL

On 4/8/2008 7:55 AM, Keith Edmunds wrote:
> Sorry to reactivate this thread, but I'm stumped by this. I'm not even
> sure what to do to start resolving it.
> 
> The problem:
> 
> RT 3.6.1: We have four users on this system. In "10 newest unowned tickets", one
> user has the ticket number as a link and also a 'take' link; the other
> three users have only a plain-text ticket number and no take link.
> 
> What I've checked/done so far:
> 
> - one affected user has been granted full global permissions
> - that user has logged out and back in
> - that user, and the one that works, have the query for the unowned tickets
> - they both have the same display template
> 
> Where can I look next?
> 
> Thanks,
> Keith
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From npereira at protus.com  Tue Apr  8 13:04:48 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 8 Apr 2008 13:04:48 -0400
Subject: [rt-users] Intergration with LDAP
Message-ID: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>

Ok, So I read the instruction on the link given although I still cannot
login with a valid Active Directory account....

 

Installed the CPAN module...

 

I made the changes in the RT_SiteConfig.pm, restarted the webserver (OK)

Try to login and I get this error in /var/log/httpd/error_log

 

[Tue Apr  8 17:07:02 2008] [error]: Could not record email: RT couldn't
find the queue: general
(/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)

[Tue Apr  8 17:07:13 2008] [critical]: RT::User::_GetBoundLdapObj Can't
bind: LDAP_INVALID_CREDENTIALS 49
(/opt/rt3/local/lib/RT/User_Vendor.pm:1056)

 

What is this saying?

 

My RT_SiteConfig.pm

 

 

#####################################################################

###################### LDAP AUthentication###########################

#####################################################################

 

# Order in which the services defined in ExternalSettings

# should be used to authenticate users. User is authenticated

# if successfully confirmed by any service - no more services

# are checked.

Set($ExternalAuthPriority,  [   'My_LDAP',

                                'My_MySQL'

                            ]

);

 

# The order in which the services defined in ExternalSettings

# should be used to get information about users. This includes

# RealName, Tel numbers etc, but also whether or not the user

# should be considered disabled.

# Once user info is found, no more services are checked.

Set($ExternalInfoPriority,  [   'My_MySQL',

                                'My_LDAP'

                            ]

);

 

# If this is set to true, then the relevant packages will

# be loaded to use SSL/TLS connections. At the moment,

# this just means "use Net::SSLeay;"

Set($ExternalServiceUsesSSLorTLS,    0);

 

# If this is set to 1, then users should be autocreated by RT

# as internal users if they fail to authenticate from an

# external service.

Set($AutoCreateNonExternalUsers,    1);

 

# These are the full settings for each external service as a
HashOfHashes

# Note that you may have as many external services as you wish. They
will

# be checked in the order specified in the Priority directives above.

# e.g.

#
Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDA
P','Other-DB']);

#

Set($ExternalSettings,      {   # A LDAP SERVICE

                                'My_LDAP'       =>  {   ## GENERIC
SECTION

                                                        # The type of
service (db/ldap/cookie)

                                                        'type'
=>  'ldap',

                                                        # Should the
service be used for authentication?

                                                        'auth'
=>  1,

                                                        # Should the
service be used for information?

                                                        'info'
=>  1,

                                                        # The server
hosting the service

                                                        'server'
=>  'my.domain.name',

                                                        ##
SERVICE-SPECIFIC SECTION

                                                        # If you can
bind to your LDAP server anonymously you should

                                                        # remove the
user and pass config lines, otherwise specify them here:

                                                        #

                                                        # The username
RT should use to connect to the LDAP server

                                                        'user'
=>  'myldapuser',

                                                        # The password
RT should use to connect to the LDAP server

                                                        'pass'
=>  'myladappass$',

                                                        #

                                                        # The LDAP
search base

                                                        'base'
=>  'cn=Users,dc=protus,dc=org',

                                                        # The filter to
use to match RT-Users

                                                        'filter'
=>  '(FILTER_STRING)',

                                                        # The filter
that will only match disabled users

                                                        'd_filter'
=>  '(FILTER_STRING)',

                                                        # Should we try
to use TLS to encrypt connections?

                                                        'tls'
=>  0,

                                                        # What other
args should I pass to Net::LDAP->new($host, at args)?

                                                        'net_ldap_args'
=> [    version =>  3   ],

                                                        # Does
authentication depend on group membership? What group name?

                                                        'group'
=>  'GROUP_NAME',

                                                        # What is the
attribute for the group object that determines membership?

                                                        'group_attr'
=>  'GROUP_ATTR',

                                                        ## RT ATTRIBUTE
MATCHING SECTION

                                                        # The list of RT
attributes that uniquely identify a user

 
'attr_match_list'           => [    'Name',

 
'EmailAddress',

 
'RealName',

 
'WorkPhone',

 
'Address2'

 
],

                                                        # The mapping of
RT attributes on to LDAP attributes

                                                        'attr_map'
=>  {   'Name' => 'sAMAccountName',

 
'EmailAddress' => 'mail',

 
'Organization' => 'physicalDeliveryOfficeName',

 
'RealName' => 'cn',

 
'ExternalAuthId' => 'sAMAccountName',

 
'Gecos' => 'sAMAccountName',

 
'WorkPhone' => 'telephoneNumber',

 
'Address1' => 'streetAddress',

 
'City' => 'l',

 
'State' => 'st',

 
'Zip' => 'postalCode',

 
'Country' => 'co'

 
}

                                                    }

                                }

);

1;

 

 

 

Nelson Pereira 

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From chaim.rieger at gmail.com  Tue Apr  8 13:21:42 2008
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Tue, 08 Apr 2008 10:21:42 -0700
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>
Message-ID: <47FBA9A6.6010000@gmail.com>

answers are inline


Nelson Pereira wrote:
>
>  
>
> [Tue Apr  8 17:07:02 2008] [error]: Could not record email: RT 
> couldn't find the queue: general 
> (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
>
did you setup your email/aliases for each queue?

> [Tue Apr  8 17:07:13 2008] [critical]: RT::User::_GetBoundLdapObj 
> Can't bind: LDAP_INVALID_CREDENTIALS 49 
> (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
>
>  
>

rt cant bind to your ldap server with the credentials you provided,
turn logging to debug and see what you get in regard to ldap errors.


From npereira at protus.com  Tue Apr  8 13:21:55 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 8 Apr 2008 13:21:55 -0400
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>
Message-ID: <21044E8C915A7E43B90A1056127160F116AF43@EXMAIL.protus.org>

How do I disable this functionality as this has made my RT unusable...
I'm getting all sorts of issues in the httpd logs...:

 

[Tue Apr  8 17:19:02 2008] [critical]: RT::User::_GetBoundLdapObj Can't
bind: LDAP_INVALID_CREDENTIALS 49
(/opt/rt3/local/lib/RT/User_Vendor.pm:1056)

[Tue Apr  8 17:19:02 2008] [critical]: RT::User::_GetBoundLdapObj Can't
bind: LDAP_INVALID_CREDENTIALS 49
(/opt/rt3/local/lib/RT/User_Vendor.pm:1056)

[Tue Apr  8 17:19:02 2008] [critical]: RT::User::_GetBoundLdapObj Can't
bind: LDAP_INVALID_CREDENTIALS 49
(/opt/rt3/local/lib/RT/User_Vendor.pm:1056)

[Tue Apr  8 17:19:02 2008] [crit]: User creation failed in mailgateway:
Could not set user info (/opt/rt3/lib/RT/Interface/Email.pm:243)

[Tue Apr  8 17:19:02 2008] [crit]: User  'npereira at domain.com' could not
be loaded in the mail gateway (/opt/rt3/lib/RT/Interface/Email.pm:243)

[Tue Apr  8 17:19:02 2008] [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 (npereira at domain.com).

 

You might need to grant 'Everyone' the right 'CreateTicket' for the

queue general. (/opt/rt3/lib/RT/Interface/Email.pm:243)

[Tue Apr  8 17:19:03 2008] [error]: Could not record email: Could not
load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)

 

 

How do I remove this and go back to the standard standalone MySQL
auth...?

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: Tuesday, April 08, 2008 1:05 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

 

Ok, So I read the instruction on the link given although I still cannot
login with a valid Active Directory account....

 

Installed the CPAN module...

 

I made the changes in the RT_SiteConfig.pm, restarted the webserver (OK)

Try to login and I get this error in /var/log/httpd/error_log

 

[Tue Apr  8 17:07:02 2008] [error]: Could not record email: RT couldn't
find the queue: general
(/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)

[Tue Apr  8 17:07:13 2008] [critical]: RT::User::_GetBoundLdapObj Can't
bind: LDAP_INVALID_CREDENTIALS 49
(/opt/rt3/local/lib/RT/User_Vendor.pm:1056)

 

What is this saying?

 

My RT_SiteConfig.pm

 

 

#####################################################################

###################### LDAP AUthentication###########################

#####################################################################

 

# Order in which the services defined in ExternalSettings

# should be used to authenticate users. User is authenticated

# if successfully confirmed by any service - no more services

# are checked.

Set($ExternalAuthPriority,  [   'My_LDAP',

                                'My_MySQL'

                            ]

);

 

# The order in which the services defined in ExternalSettings

# should be used to get information about users. This includes

# RealName, Tel numbers etc, but also whether or not the user

# should be considered disabled.

# Once user info is found, no more services are checked.

Set($ExternalInfoPriority,  [   'My_MySQL',

                                'My_LDAP'

                            ]

);

 

# If this is set to true, then the relevant packages will

# be loaded to use SSL/TLS connections. At the moment,

# this just means "use Net::SSLeay;"

Set($ExternalServiceUsesSSLorTLS,    0);

 

# If this is set to 1, then users should be autocreated by RT

# as internal users if they fail to authenticate from an

# external service.

Set($AutoCreateNonExternalUsers,    1);

 

# These are the full settings for each external service as a
HashOfHashes

# Note that you may have as many external services as you wish. They
will

# be checked in the order specified in the Priority directives above.

# e.g.

#
Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDA
P','Other-DB']);

#

Set($ExternalSettings,      {   # A LDAP SERVICE

                                'My_LDAP'       =>  {   ## GENERIC
SECTION

                                                        # The type of
service (db/ldap/cookie)

                                                        'type'
=>  'ldap',

                                                        # Should the
service be used for authentication?

                                                        'auth'
=>  1,

                                                        # Should the
service be used for information?

                                                        'info'
=>  1,

                                                        # The server
hosting the service

                                                        'server'
=>  'my.domain.name',

                                                        ##
SERVICE-SPECIFIC SECTION

                                                        # If you can
bind to your LDAP server anonymously you should

                                                        # remove the
user and pass config lines, otherwise specify them here:

                                                        #

                                                        # The username
RT should use to connect to the LDAP server

                                                        'user'
=>  'myldapuser',

                                                        # The password
RT should use to connect to the LDAP server

                                                        'pass'
=>  'myladappass$',

                                                        #

                                                        # The LDAP
search base

                                                        'base'
=>  'cn=Users,dc=protus,dc=org',

                                                        # The filter to
use to match RT-Users

                                                        'filter'
=>  '(FILTER_STRING)',

                                                        # The filter
that will only match disabled users

                                                        'd_filter'
=>  '(FILTER_STRING)',

                                                        # Should we try
to use TLS to encrypt connections?

                                                        'tls'
=>  0,

                                                        # What other
args should I pass to Net::LDAP->new($host, at args)?

                                                        'net_ldap_args'
=> [    version =>  3   ],

                                                        # Does
authentication depend on group membership? What group name?

                                                        'group'
=>  'GROUP_NAME',

                                                        # What is the
attribute for the group object that determines membership?

                                                        'group_attr'
=>  'GROUP_ATTR',

                                                        ## RT ATTRIBUTE
MATCHING SECTION

                                                        # The list of RT
attributes that uniquely identify a user

 
'attr_match_list'           => [    'Name',

 
'EmailAddress',

 
'RealName',

 
'WorkPhone',

 
'Address2'

 
],

                                                        # The mapping of
RT attributes on to LDAP attributes

                                                        'attr_map'
=>  {   'Name' => 'sAMAccountName',

 
'EmailAddress' => 'mail',

 
'Organization' => 'physicalDeliveryOfficeName',

 
'RealName' => 'cn',

 
'ExternalAuthId' => 'sAMAccountName',

 
'Gecos' => 'sAMAccountName',

 
'WorkPhone' => 'telephoneNumber',

 
'Address1' => 'streetAddress',

 
'City' => 'l',

 
'State' => 'st',

 
'Zip' => 'postalCode',

 
'Country' => 'co'

 
}

                                                    }

                                }

);

1;

 

 

 

Nelson Pereira 

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From npereira at protus.com  Tue Apr  8 13:23:49 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 8 Apr 2008 13:23:49 -0400
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <47FBA9A6.6010000@gmail.com>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>
	<47FBA9A6.6010000@gmail.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116AF46@EXMAIL.protus.org>

I use fetchmail and it worked fine prior to installing this LDAP
functionality... Now I don't seem to be able to go back....

I will turn on debug...



-----Original Message-----
Sent: Tuesday, April 08, 2008 1:22 PM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

answers are inline


Nelson Pereira wrote:
>
>  
>
> [Tue Apr  8 17:07:02 2008] [error]: Could not record email: RT 
> couldn't find the queue: general 
> (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
>
did you setup your email/aliases for each queue?

> [Tue Apr  8 17:07:13 2008] [critical]: RT::User::_GetBoundLdapObj 
> Can't bind: LDAP_INVALID_CREDENTIALS 49 
> (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
>
>  
>

rt cant bind to your ldap server with the credentials you provided,
turn logging to debug and see what you get in regard to ldap errors.


From kae at midnighthax.com  Tue Apr  8 13:24:53 2008
From: kae at midnighthax.com (Keith Edmunds)
Date: Tue, 8 Apr 2008 18:24:53 +0100
Subject: [rt-users] Missing "take" link for some users
In-Reply-To: <47FB9BA9.9060907@lbl.gov>
References: <20080219201815.06d07df1@ws.in.tiger-computing.com>
	<20080408155554.513c0e71@ws.in.tiger-computing.com>
	<47FB9BA9.9060907@lbl.gov>
Message-ID: <20080408182453.2fc486fc@ws.in.tiger-computing.com>

Thanks Kenn. I agree about using groups rather than granting rights to
users individually, and I also agree that it is inappropriate to grant all
global rights "all over the place". The latter action was taken only to
try to find what the problem is. However, given that a user with full
global rights does not see a 'take' link, I don't think it can be that. In
other words, I agree with the philosophy in your post, but it doesn't
solve the problem.

I appreciate you taking the time to reply.

Keith


From barnesaw at ucrwcu.rwc.uc.edu  Tue Apr  8 13:29:46 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 08 Apr 2008 13:29:46 -0400
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AF43@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F116AF43@EXMAIL.protus.org>
Message-ID: <47FBAB8A.8090206@ucrwcu.rwc.uc.edu>

Try this.  In RT_SiteConfig.pm
Set($WebFallbackToInternalAuth , 1); (or maybe it needs to be True.  
can't recall.)

Nelson Pereira wrote:
>
> How do I disable this functionality as this has made my RT unusable? 
> I?m getting all sorts of issues in the httpd logs?:
>
>  
>
> [Tue Apr  8 17:19:02 2008] [critical]: RT::User::_GetBoundLdapObj 
> Can't bind: LDAP_INVALID_CREDENTIALS 49 
> (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
>
> [Tue Apr  8 17:19:02 2008] [critical]: RT::User::_GetBoundLdapObj 
> Can't bind: LDAP_INVALID_CREDENTIALS 49 
> (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
>
> [Tue Apr  8 17:19:02 2008] [critical]: RT::User::_GetBoundLdapObj 
> Can't bind: LDAP_INVALID_CREDENTIALS 49 
> (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
>
> [Tue Apr  8 17:19:02 2008] [crit]: User creation failed in 
> mailgateway: Could not set user info 
> (/opt/rt3/lib/RT/Interface/Email.pm:243)
>
> [Tue Apr  8 17:19:02 2008] [crit]: User  'npereira at domain.com' could 
> not be loaded in the mail gateway (/opt/rt3/lib/RT/Interface/Email.pm:243)
>
> [Tue Apr  8 17:19:02 2008] [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 (npereira at domain.com).
>
>  
>
> You might need to grant 'Everyone' the right 'CreateTicket' for the
>
> queue general. (/opt/rt3/lib/RT/Interface/Email.pm:243)
>
> [Tue Apr  8 17:19:03 2008] [error]: Could not record email: Could not 
> load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
>
>  
>
>  
>
> How do I remove this and go back to the standard standalone MySQL auth??
>
> ------------------------------------------------------------------------
>
> *From:* rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
> *Nelson Pereira
> *Sent:* Tuesday, April 08, 2008 1:05 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Intergration with LDAP
>
>  
>
> Ok, So I read the instruction on the link given although I still 
> cannot login with a valid Active Directory account....
>
>  
>
> Installed the CPAN module?
>
>  
>
> I made the changes in the RT_SiteConfig.pm, restarted the webserver (OK)
>
> Try to login and I get this error in /var/log/httpd/error_log
>
>  
>
> [Tue Apr  8 17:07:02 2008] [error]: Could not record email: RT 
> couldn't find the queue: general 
> (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
>
> [Tue Apr  8 17:07:13 2008] [critical]: RT::User::_GetBoundLdapObj 
> Can't bind: LDAP_INVALID_CREDENTIALS 49 
> (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
>
>  
>
> What is this saying?
>
>  
>
> My RT_SiteConfig.pm
>
>  
>
>  
>
> #####################################################################
>
> ###################### LDAP AUthentication###########################
>
> #####################################################################
>
>  
>
> # Order in which the services defined in ExternalSettings
>
> # should be used to authenticate users. User is authenticated
>
> # if successfully confirmed by any service - no more services
>
> # are checked.
>
> Set($ExternalAuthPriority,  [   'My_LDAP',
>
>                                 'My_MySQL'
>
>                             ]
>
> );
>
>  
>
> # The order in which the services defined in ExternalSettings
>
> # should be used to get information about users. This includes
>
> # RealName, Tel numbers etc, but also whether or not the user
>
> # should be considered disabled.
>
> # Once user info is found, no more services are checked.
>
> Set($ExternalInfoPriority,  [   'My_MySQL',
>
>                                 'My_LDAP'
>
>                             ]
>
> );
>
>  
>
> # If this is set to true, then the relevant packages will
>
> # be loaded to use SSL/TLS connections. At the moment,
>
> # this just means "use Net::SSLeay;"
>
> Set($ExternalServiceUsesSSLorTLS,    0);
>
>  
>
> # If this is set to 1, then users should be autocreated by RT
>
> # as internal users if they fail to authenticate from an
>
> # external service.
>
> Set($AutoCreateNonExternalUsers,    1);
>
>  
>
> # These are the full settings for each external service as a HashOfHashes
>
> # Note that you may have as many external services as you wish. They will
>
> # be checked in the order specified in the Priority directives above.
>
> # e.g.
>
> #   
> Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
>
> #
>
> Set($ExternalSettings,      {   # A LDAP SERVICE
>
>                                 'My_LDAP'       =>  {   ## GENERIC SECTION
>
>                                                         # The type of 
> service (db/ldap/cookie)
>
>                                                         
> 'type'                      =>  'ldap',
>
>                                                         # Should the 
> service be used for authentication?
>
>                                                         
> 'auth'                      =>  1,
>
>                                                         # Should the 
> service be used for information?
>
>                                                         
> 'info'                      =>  1,
>
>                                                         # The server 
> hosting the service
>
>                                   
>                       'server'                    =>  'my.domain.name',
>
>                                                         ## 
> SERVICE-SPECIFIC SECTION
>
>                                                         # If you can 
> bind to your LDAP server anonymously you should
>
>                                                         # remove the 
> user and pass config lines, otherwise specify them here:
>
>                                                         #
>
>                                                         # The username 
> RT should use to connect to the LDAP server
>
>                                                         
> 'user'                      =>  'myldapuser',
>
>                                                         # The password 
> RT should use to connect to the LDAP server
>
>                                                         
> 'pass'                    =>  'myladappass$',
>
>                                                         #
>
>                                                         # The LDAP 
> search base
>
>                                                         
> 'base'                      =>  'cn=Users,dc=protus,dc=org',
>
>                                                         # The filter 
> to use to match RT-Users
>
>                         
>                                 'filter'                    =>  
> '(FILTER_STRING)',
>
>                                                         # The filter 
> that will only match disabled users
>
>                                                         'd_filter'  
>                 =>  '(FILTER_STRING)',
>
>                                                         # Should we 
> try to use TLS to encrypt connections?
>
>                                                         
> 'tls'                       =>  0,
>
>                                                         # What other 
> args should I pass to Net::LDAP->new($host, at args)?
>
>                                                         
> 'net_ldap_args'             => [    version =>  3   ],
>
>                                                         # Does 
> authentication depend on group membership? What group name?
>
>                                                         
> 'group'                     =>  'GROUP_NAME',
>
>                                                         # What is the 
> attribute for the group object that determines membership?
>
>                                                         
> 'group_attr'                =>  'GROUP_ATTR',
>
>                                                         ## RT 
> ATTRIBUTE MATCHING SECTION
>
>                                                         # The list of 
> RT attributes that uniquely identify a user
>
>                                                         
> 'attr_match_list'           => [    'Name',
>
>                                           
>                                                   'EmailAddress',
>
>                                                                                             
> 'RealName',
>
>                                                                                       
>       'WorkPhone',
>
>                                                                                             
> 'Address2'
>
>                                                                                         
> ],
>
>                                                         # The mapping 
> of RT attributes on to LDAP attributes
>
>                                                         
> 'attr_map'                  =>  {   'Name' => 'sAMAccountName',
>
>                                                                       
>                       'EmailAddress' => 'mail',
>
>                                                                                             
> 'Organization' => 'physicalDeliveryOfficeName',
>
>                                                                     
>                         'RealName' => 'cn',
>
>                                                                                             
> 'ExternalAuthId' => 'sAMAccountName',
>
>                                                                                   
>           'Gecos' => 'sAMAccountName',
>
>                                                                                             
> 'WorkPhone' => 'telephoneNumber',
>
>                                                                                            
>  'Address1' => 'streetAddress',
>
>                                                                                             
> 'City' => 'l',
>
>                                                                                             
> 'State' => 'st',
>
>         
>                                                                                     'Zip' 
> => 'postalCode',
>
>                                                                                             
> 'Country' => 'co'
>
>                                        
>                                                  }
>
>                                                     }
>
>                                 }
>
> );
>
> 1;
>
>  
>
>  
>
>  
>
> Nelson Pereira
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From asallade at PTSOWA.ORG  Tue Apr  8 13:32:53 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Tue, 8 Apr 2008 10:32:53 -0700
Subject: [rt-users] LDAP question regarding RT Group Membership
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF344@PTSOEXCHANGE.PTSOWA.ORG>

If I set up to use LDAP with the callback that will create RT accounts
automatically from a successful LDAP Authentication, is there a way to
have the users join the correct RT group for rights management in RT?

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

 

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From npereira at protus.com  Tue Apr  8 13:43:54 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 8 Apr 2008 13:43:54 -0400
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <47FBA9A6.6010000@gmail.com>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>
	<47FBA9A6.6010000@gmail.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org>

Ok, so I setup debug in RT and this is what it gives me...

[Tue Apr  8 17:41:10 2008] [warning]: Transaction->Create couldn't, as
you didn't specify an object type and id
(/opt/rt3/lib/RT/Record.pm:1486)
[Tue Apr  8 17:41:10 2008] [debug]: RT::User::IsExternalPassword Trying
External authentication (/opt/rt3/local/lib/RT/User_Vendor.pm:52)
[Tue Apr  8 17:41:10 2008] [debug]: Attempting to use external auth
service: My_LDAP (/opt/rt3/local/lib/RT/User_Vendor.pm:63)
[Tue Apr  8 17:41:10 2008] [critical]: RT::User::_GetBoundLdapObj Can't
bind: LDAP_INVALID_CREDENTIALS 49
(/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
[Tue Apr  8 17:41:10 2008] [info]: RT::User::IsExternalPassword External
Auth Failed: npereira (/opt/rt3/local/lib/RT/User_Vendor.pm:294)
[Tue Apr  8 17:41:10 2008] [debug]: RT::User::IsPassword External auth
FAILED (/opt/rt3/local/lib/RT/User_Vendor.pm:360)
[Tue Apr  8 17:41:10 2008] [info]: RT::User::IsInternalPassword AUTH
FAILED (no passwd): npereira (/opt/rt3/local/lib/RT/User_Vendor.pm:305)
[Tue Apr  8 17:41:10 2008] [debug]: RT::User::IsPassword Internal auth
FAILED (/opt/rt3/local/lib/RT/User_Vendor.pm:366)

What Im wondering, is what are theses 2 bellow lines and do I need them?
        # The filter to use to match RT-Users
        'filter'                    =>  '*',
        # The filter that will only match disabled users
        'd_filter'                  =>  '*',



-----Original Message-----
From: Chaim Rieger [mailto:chaim.rieger at gmail.com] 
Sent: Tuesday, April 08, 2008 1:22 PM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

answers are inline


Nelson Pereira wrote:
>
>  
>
> [Tue Apr  8 17:07:02 2008] [error]: Could not record email: RT 
> couldn't find the queue: general 
> (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
>
did you setup your email/aliases for each queue?

> [Tue Apr  8 17:07:13 2008] [critical]: RT::User::_GetBoundLdapObj 
> Can't bind: LDAP_INVALID_CREDENTIALS 49 
> (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
>
>  
>

rt cant bind to your ldap server with the credentials you provided,
turn logging to debug and see what you get in regard to ldap errors.


From chaim.rieger at gmail.com  Tue Apr  8 13:48:33 2008
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Tue, 08 Apr 2008 10:48:33 -0700
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>
	<47FBA9A6.6010000@gmail.com>
	<21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org>
Message-ID: <47FBAFF1.4080202@gmail.com>

Nelson Pereira wrote:
> What Im wondering, is what are theses 2 bellow lines and do I need them?
>         # The filter to use to match RT-Users
>         'filter'                    =>  '*',
>         # The filter that will only match disabled users
>         'd_filter'                  =>  '*',
>   

shouldnt filter be cn=*


From npereira at protus.com  Tue Apr  8 13:52:02 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 8 Apr 2008 13:52:02 -0400
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <47FBAFF1.4080202@gmail.com>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>
	<47FBA9A6.6010000@gmail.com>
	<21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org>
	<47FBAFF1.4080202@gmail.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116AF56@EXMAIL.protus.org>

Getting the same errors even with the filter set to cn=*



Nelson Pereira 

-----Original Message-----
From: Chaim Rieger [mailto:chaim.rieger at gmail.com] 
Sent: Tuesday, April 08, 2008 1:49 PM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

Nelson Pereira wrote:
> What Im wondering, is what are theses 2 bellow lines and do I need
them?
>         # The filter to use to match RT-Users
>         'filter'                    =>  '*',
>         # The filter that will only match disabled users
>         'd_filter'                  =>  '*',
>   

shouldnt filter be cn=*


From kae at midnighthax.com  Tue Apr  8 14:01:28 2008
From: kae at midnighthax.com (Keith Edmunds)
Date: Tue, 8 Apr 2008 19:01:28 +0100
Subject: [rt-users] Missing "take" link for some users
In-Reply-To: <20080408155554.513c0e71@ws.in.tiger-computing.com>
References: <20080219201815.06d07df1@ws.in.tiger-computing.com>
	<20080408155554.513c0e71@ws.in.tiger-computing.com>
Message-ID: <20080408190128.740251af@ws.in.tiger-computing.com>

Further information: users who don't see a "take" link can, in fact, take
tickets by entering the ticket number in the search box, displaying the
ticket and then clicking on the "take" link at the top of the page.

So it would appear that this is not a permissions issue.

Any more ideas as to how I can debug this?

Thanks,
Keith


From asallade at PTSOWA.ORG  Tue Apr  8 14:05:29 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Tue, 8 Apr 2008 11:05:29 -0700
Subject: [rt-users] Missing "take" link for some users
In-Reply-To: <20080408190128.740251af@ws.in.tiger-computing.com>
References: <20080219201815.06d07df1@ws.in.tiger-computing.com><20080408155554.513c0e71@ws.in.tiger-computing.com>
	<20080408190128.740251af@ws.in.tiger-computing.com>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF355@PTSOEXCHANGE.PTSOWA.ORG>

I would do a view source of the rendered HTML to see if the link is
malformed in the output.

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Keith Edmunds [mailto:kae at midnighthax.com] 
Sent: Tuesday, April 08, 2008 11:01 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Missing "take" link for some users

Further information: users who don't see a "take" link can, in fact,
take
tickets by entering the ticket number in the search box, displaying the
ticket and then clicking on the "take" link at the top of the page.

So it would appear that this is not a permissions issue.

Any more ideas as to how I can debug this?

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

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


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


From mike.peachey at jennic.com  Tue Apr  8 14:40:18 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 08 Apr 2008 19:40:18 +0100
Subject: [rt-users] LDAP question regarding RT Group Membership
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF344@PTSOEXCHANGE.PTSOWA.ORG>
References: <33DEE66ED2E72346ABC638427A7701404BF344@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <47FBBC12.8080506@jennic.com>

Aaron Sallade wrote:
> If I set up to use LDAP with the callback that will create RT accounts 
> automatically from a successful LDAP Authentication, is there a way to 
> have the users join the correct RT group for rights management in RT?


No, not at the moment. The current LDAP functionality will only allow 
you to use groups to determine whether a user is allowed to access RT.

Perhaps something to be added in the future.
--
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From jeffrey_lee at harvard.edu  Tue Apr  8 14:45:21 2008
From: jeffrey_lee at harvard.edu (Jeffrey Lee)
Date: Tue, 8 Apr 2008 14:45:21 -0400
Subject: [rt-users] Upgraded RT 3.4 to 3.6
Message-ID: <200804081845.m38IjLJx014515@us25.unix.fas.harvard.edu>

Hi everyone,

 

I just performed a fresh install of RT 3.6 on an Ubuntu 7.10 box and wanted
to migrate my old RT 3.4 system to this new box. So I migrated the data from
my RT 3.4 to 3.6 box. All seems to be well, except for my root account
password needed to be reset and the General Queue needed to be redescribed.

 

I am curious since I am a RT rookie, will I run into any problems with this
type of upgrade/migration? 

 

-Jeff

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From twilson at buffalo.k12.mn.us  Tue Apr  8 14:38:19 2008
From: twilson at buffalo.k12.mn.us (Tim Wilson)
Date: Tue, 08 Apr 2008 13:38:19 -0500
Subject: [rt-users] printable "work order"
In-Reply-To: <8CC90927ADD0224987A2386C33A4211340AB27@pctsrv.pctrade.local>
References: <8CC90927ADD0224987A2386C33A4211340AB27@pctsrv.pctrade.local>
Message-ID: <47FB754A.F8B4.0061.0@buffalo.k12.mn.us>

>>> On Tue, Apr 8, 2008 at  6:23 AM, in message
<8CC90927ADD0224987A2386C33A4211340AB27 at pctsrv.pctrade.local>, "Michal Verner"
<michal.verner at pctrade.cz> wrote: 

> Is there a possibility to add html page to RT, which will generate
> "printer friendly" filled form document? Something like different
> version of Display.html??? 

Michal,

I modified the default RT template to include a separate stylesheet reference for printouts. All you need to do is add the following line for the <head> section of the RT template:

<link rel="stylesheet" href="/rt/NoAuth/css/print.css" type="text/css" media="print" />

I created a CSS stylesheet (print.css in my case) which creates a stripped down view of a ticket that prints pretty nicely.

-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 koteras at hotmail.com  Tue Apr  8 15:02:12 2008
From: koteras at hotmail.com (Gary & Gina Koteras)
Date: Tue, 8 Apr 2008 19:02:12 +0000
Subject: [rt-users] =?windows-1256?q?_Assign_custom_field_to_subject=FE_-_?=
 =?windows-1256?q?template_question?=
Message-ID: <BAY122-W11DAF072B7CF471D946CC9BAF20@phx.gbl>


Hello all,
 
   I created a scrip that assigns a custom field value to the subject (and that works fine). The problem is that the email generated by the template doesn't pick up the newly assigned subject. 
Do I need to add something to the template?
 
 
Thanks in advance,
Gary
_________________________________________________________________
More immediate than e-mail? Get instant access with Windows Live Messenger.
http://www.windowslive.com/messenger/overview.html?ocid=TXT_TAGLM_WL_Refresh_instantaccess_042008
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From mike.peachey at jennic.com  Tue Apr  8 15:14:33 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 08 Apr 2008 20:14:33 +0100
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>
Message-ID: <47FBC419.3000907@jennic.com>

Nelson Pereira wrote:
 > Ok, So I read the instruction on the link given although I still cannot
 > login with a valid Active Directory account....
 >
 > Installed the CPAN module?
 >
 > I made the changes in the RT_SiteConfig.pm, restarted the webserver (OK)
 >
 > Try to login and I get this error in /var/log/httpd/error_log
 >
 > [Tue Apr  8 17:07:02 2008] [error]: Could not record email: RT couldn't
 > find the queue: general
 > (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)

This is nothing to do with the ExternalAuth extension.

 > [Tue Apr  8 17:07:13 2008] [critical]: RT::User::_GetBoundLdapObj Can't
 > bind: LDAP_INVALID_CREDENTIALS 49
 > (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
 >
 > What is this saying?

The error given here is throw directly from Net::LDAP (the perl module 
used to perform LDAP communication). The error means that the username 
and password you have given to make a connection to the LDAP server in 
order to search for users is not valid.

This is similar to the rt-user you create to allow RT to use its own 
database. You should have a specified account on your LDAP server that 
RT is given to let it search for users.

Alternatively, you can allow "anonymous binding" in your LDAP server 
that will allow anyone to search it without a username and password. If 
you allow anonymous binding, you simply don't specify a user or pass for 
the ldap server.

 > #####################################################################
 > ###################### LDAP AUthentication###########################
 > #####################################################################
 > # Order in which the services defined in ExternalSettings
 > # should be used to authenticate users. User is authenticated
 > # if successfully confirmed by any service - no more services
 > # are checked.
 >
 > Set($ExternalAuthPriority,  [   'My_LDAP',
 >                                 'My_MySQL'
 >                             ]
 > );

You are not using an external MySQL authentication service, so you 
should not be specifying one. The above line needs to be reduced to this:

Set($ExternalAuthPriority, ['My_LDAP']);

Although you can call the service whatever you want, it doesn't need to 
be My_LDAP, just as long as you change the name in the ExternalSettings 
paramater.

 > # The order in which the services defined in ExternalSettings
 > # should be used to get information about users. This includes
 > # RealName, Tel numbers etc, but also whether or not the user
 > # should be considered disabled.
 > # Once user info is found, no more services are checked.
 > Set($ExternalInfoPriority,  [   'My_MySQL',
 >
 >                                 'My_LDAP'
 >
 >                             ]
 >
 > );

Again, you're not using an SQL information service. Reduce it to:

Set($ExternalInfoPriority, ['My_LDAP']);

 > # If this is set to true, then the relevant packages will
 > # be loaded to use SSL/TLS connections. At the moment,
 > # this just means "use Net::SSLeay;"
 > Set($ExternalServiceUsesSSLorTLS,    0);

Although there's no harm in clearly specifying this as 0, it's not required.

 > # If this is set to 1, then users should be autocreated by RT
 > # as internal users if they fail to authenticate from an
 > # external service.
 > Set($AutoCreateNonExternalUsers,    1);

Are you sure that you want to allow the automatic creation of users who 
fail to authenticate by LDAP or by RT's own internals? You might want 
to, but it's worth knowing if you are sure.

 > # These are the full settings for each external service as a HashOfHashes
 > # Note that you may have as many external services as you wish. They will
 > # be checked in the order specified in the Priority directives above.
 > # e.g.
 >
 > Set($ExternalSettings,      {   # A LDAP SERVICE
 >
 >                                 'My_LDAP'       =>  {   ## GENERIC 
SECTION
 > 'type'                      =>  'ldap',
 > # Should the service be used for authentication?
 > 'auth'                      =>  1,
 > # Should the service be used for information? 

 > 'info'                      =>  1,
 > # The server hosting the service
 > 'server'                    =>  'my.domain.name',

Have you set the server to your AD server's name? This is still what I 
set it to in the example.

 > # If you can bind to your LDAP server anonymously you should
 > # remove the user and pass config lines, otherwise specify them here:
 > # The username RT should use to connect to the LDAP server 

 > 'user'                      =>  'myldapuser',
 > # The password RT should use to connect to the LDAP server
 > 'pass'                    =>  'myladappass$',

Do you want to bind to the server anonymously, or do you need to specify 
a username and password? If you have an RT user on the LDAP server to 
use, specify the username and password here. Otherwise, remove these lines.

 > # The LDAP search base
 > 'base'                      =>  'cn=Users,dc=protus,dc=org',

This one actually looks right. Although you should tell your AD 
administrator that they ought to create an Organisational Unit for your 
organisation and create Users and Groups beneath it so that the 
system/admin users and groups remain in the original place, but "users" 
can then be kept easily organised within the OU.

 > # The filter to use to match RT-Users
 > 'filter'                    =>  '(FILTER_STRING)',

If you want EVERY SINGLE CONTAINER in cn=Users,dc=protus,dc=org to be 
allowed access to RT as a user then your filter string should read like 
this:

'filter'	=> '(objectClass=*)',

Or if you only want objects classed as Person to be considered valid 
users then:

'filter'	=> '(objectClass=Person)',

Or ANY other valid LDAP filter expression (look it up!)

 > # The filter that will only match disabled users
 > 'd_filter' 			=>  '(FILTER_STRING)',

If you want some users that match the filter above to be considered 
disabled then you need to specify the filter for them here, otherwise 
remove this line.

For Active Directory, it is recommended that you use this:

'd_filter'	=> '(userAccountControl:1.2.840.113556.1.4.803:=2)',

which will consider all users who are disabled in Active Directory as 
disabled in RT.

 > # Should we try to use TLS to encrypt connections?
 > 'tls'                       =>  0,

Self-explanatory -- leave it be.

 > # What other args should I pass to Net::LDAP->new($host, at args)?
 > 'net_ldap_args'             => [    version =>  3   ],

For Active Directory, leave this alone.

 > # Does authentication depend on group membership? What group name?
 > 'group'                     =>  'GROUP_NAME',

If users have to be a member of an active directory group to access RT, 
specify it here.. otherwise REMOVE it.

 > # What is the attribute for the group object that determines membership?
 > 'group_attr'                =>  'GROUP_ATTR',

If you allow access by groups as above, then you really should know 
this, or ask your LDAP administrator. Otherwise, remove it.


For Active Directory, leave all of the rest of these settings alone.
 >
 >                                                         ## RT ATTRIBUTE
 > MATCHING SECTION
 >
 >                                                         # The list of RT
 > attributes that uniquely identify a user
 >
 >
 > 'attr_match_list'           => [    'Name',
 >
 >
 >                                                   'EmailAddress',
 >
 > 

 > 'RealName',
 >
 > 

 >       'WorkPhone',
 >
 > 

 > 'Address2'
 >
 > 

 > ],
 >
 >                                                         # The mapping of
 > RT attributes on to LDAP attributes
 >
 >
 > 'attr_map'                  =>  {   'Name' => 'sAMAccountName',
 >
 >
 >                       'EmailAddress' => 'mail',
 >
 > 

 > 'Organization' => 'physicalDeliveryOfficeName',
 >
 >
 >                         'RealName' => 'cn',
 >
 > 

 > 'ExternalAuthId' => 'sAMAccountName',
 >
 > 

 >           'Gecos' => 'sAMAccountName',
 >
 > 

 > 'WorkPhone' => 'telephoneNumber',
 >
 > 

 >  'Address1' => 'streetAddress',
 >
 > 

 > 'City' => 'l',
 >
 > 

 > 'State' => 'st',
 >
 >
 > 
                'Zip'
 > => 'postalCode',
 >
 > 

 > 'Country' => 'co'
 >
 >
 >                                                  }
 >
 >                                                     }
 >
 >                                 }
 >
 > );
 >
 > 1;


Ok?



As for removing the ExternalAuth extension, you would need to remove:
$RTHOME/share/html/Callbacks/ExternalAuth
$RTHOME/local/etc/ExternalAuth/RT_SiteConfig.pm
$RTHOME/local/lib/RT/Authen/ExternalAuth.pm
$RTHOME/local/lib/RT/User_Vendor.pm

The top two might be Authen-ExternalAuth directories.. I can't remember, 
but am not in a position to check right now. It should be obvious in 
your installation.
--

Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From mike.peachey at jennic.com  Tue Apr  8 15:15:45 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 08 Apr 2008 20:15:45 +0100
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <47FBAB8A.8090206@ucrwcu.rwc.uc.edu>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>	<21044E8C915A7E43B90A1056127160F116AF43@EXMAIL.protus.org>
	<47FBAB8A.8090206@ucrwcu.rwc.uc.edu>
Message-ID: <47FBC461.7050102@jennic.com>

Drew Barnes wrote:
> Try this.  In RT_SiteConfig.pm
> Set($WebFallbackToInternalAuth , 1); (or maybe it needs to be True.  
> can't recall.)

This config option is only for Apache authentication, so would not be 
useful in this situation.
--
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From mike.peachey at jennic.com  Tue Apr  8 15:17:31 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 08 Apr 2008 20:17:31 +0100
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <47FBAFF1.4080202@gmail.com>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>	<47FBA9A6.6010000@gmail.com>	<21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org>
	<47FBAFF1.4080202@gmail.com>
Message-ID: <47FBC4CB.5000404@jennic.com>

Chaim Rieger wrote:
> Nelson Pereira wrote:
>> What Im wondering, is what are theses 2 bellow lines and do I need them?
>>         # The filter to use to match RT-Users
>>         'filter'                    =>  '*',
>>         # The filter that will only match disabled users
>>         'd_filter'                  =>  '*',
>>   
> 
> shouldnt filter be cn=*


While I think I wrote the code so that it would be tolerant of the lack 
of them, LDAP filters should ALWAYS be enclosed in parentheses:
  (cn=*)

And, I'm not sure why, but it seems the preferred method of having an 
LDAP "catch-all" filter is to use objectClass:
(objectClass=*)
--
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________



From npereira at protus.com  Tue Apr  8 15:19:40 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 8 Apr 2008 15:19:40 -0400
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <47FBC4CB.5000404@jennic.com>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>	<47FBA9A6.6010000@gmail.com>	<21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org>
	<47FBAFF1.4080202@gmail.com> <47FBC4CB.5000404@jennic.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116AFAD@EXMAIL.protus.org>

So what are you saying?

         # The filter to use to match RT-Users
         'filter'                    =>  '(cn=*)',
         # The filter that will only match disabled users
         'd_filter'                  =>  '(objectClass=*)',


????????????



-----Original Message-----
From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike
Peachey
Sent: Tuesday, April 08, 2008 3:18 PM
To: Chaim Rieger
Cc: Nelson Pereira; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

Chaim Rieger wrote:
> Nelson Pereira wrote:
>> What Im wondering, is what are theses 2 bellow lines and do I need
them?
>>         # The filter to use to match RT-Users
>>         'filter'                    =>  '*',
>>         # The filter that will only match disabled users
>>         'd_filter'                  =>  '*',
>>   
> 
> shouldnt filter be cn=*


While I think I wrote the code so that it would be tolerant of the lack 
of them, LDAP filters should ALWAYS be enclosed in parentheses:
  (cn=*)

And, I'm not sure why, but it seems the preferred method of having an 
LDAP "catch-all" filter is to use objectClass:
(objectClass=*)
--
Kind Regards,



From npereira at protus.com  Tue Apr  8 15:26:44 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 8 Apr 2008 15:26:44 -0400
Subject: [rt-users] Intergration with LDAP (need togo back to standard
	auth...?!?)
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AFAD@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>	<47FBA9A6.6010000@gmail.com>	<21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org><47FBAFF1.4080202@gmail.com>
	<47FBC4CB.5000404@jennic.com>
	<21044E8C915A7E43B90A1056127160F116AFAD@EXMAIL.protus.org>
Message-ID: <21044E8C915A7E43B90A1056127160F116AFBE@EXMAIL.protus.org>

How do I go back to standard auth....
This is not working and im getting tight on time....

I tried removing the 
Set($ExternalSettings,
But I'm getting all sorts of errors ...




Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: Tuesday, April 08, 2008 3:20 PM
To: mike.peachey at jennic.com; Chaim Rieger
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

So what are you saying?

         # The filter to use to match RT-Users
         'filter'                    =>  '(cn=*)',
         # The filter that will only match disabled users
         'd_filter'                  =>  '(objectClass=*)',


????????????



-----Original Message-----
From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike
Peachey
Sent: Tuesday, April 08, 2008 3:18 PM
To: Chaim Rieger
Cc: Nelson Pereira; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

Chaim Rieger wrote:
> Nelson Pereira wrote:
>> What Im wondering, is what are theses 2 bellow lines and do I need
them?
>>         # The filter to use to match RT-Users
>>         'filter'                    =>  '*',
>>         # The filter that will only match disabled users
>>         'd_filter'                  =>  '*',
>>   
> 
> shouldnt filter be cn=*


While I think I wrote the code so that it would be tolerant of the lack 
of them, LDAP filters should ALWAYS be enclosed in parentheses:
  (cn=*)

And, I'm not sure why, but it seems the preferred method of having an 
LDAP "catch-all" filter is to use objectClass:
(objectClass=*)
--
Kind Regards,

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

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


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


From chaim.rieger at gmail.com  Tue Apr  8 15:31:42 2008
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Tue, 08 Apr 2008 12:31:42 -0700
Subject: [rt-users] Intergration with LDAP (need togo back to standard
 auth...?!?)
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AFBE@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>	<47FBA9A6.6010000@gmail.com>	<21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org><47FBAFF1.4080202@gmail.com>	<47FBC4CB.5000404@jennic.com>	<21044E8C915A7E43B90A1056127160F116AFAD@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F116AFBE@EXMAIL.protus.org>
Message-ID: <47FBC81E.5040304@gmail.com>

Nelson Pereira wrote:
> How do I go back to standard auth....
> This is not working and im getting tight on time....
>
>   
when you made your changes i hope you didnt make them in the default 
file but in the second one,
blow away the secondary config file, and you should be all good.


From npereira at protus.com  Tue Apr  8 15:34:40 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 8 Apr 2008 15:34:40 -0400
Subject: [rt-users] Intergration with LDAP (need togo back to standard
	auth...?!?)
In-Reply-To: <47FBC81E.5040304@gmail.com>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>	<47FBA9A6.6010000@gmail.com>	<21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org><47FBAFF1.4080202@gmail.com>	<47FBC4CB.5000404@jennic.com>	<21044E8C915A7E43B90A1056127160F116AFAD@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F116AFBE@EXMAIL.protus.org>
	<47FBC81E.5040304@gmail.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116AFC8@EXMAIL.protus.org>

Yes I did make the changes to RT_SiteConfig.pm and not RT_Config.pm
Yet, when deleting the RT_SiteConfig.pm, I still get loads of errors
saying it's trying to use an external authentication mechanisme.... like
this error when I try to login with root...(I can no longuer login to RT
because of this)...

System error

error:  Can't use an undefined value as an ARRAY reference at
/opt/rt3/local/lib/RT/User_Vendor.pm line 56.
 
context:  ...   
52:  $RT::Logger->debug( (caller(0))[3], 
53:  "Trying External authentication"); 
54:   
55:  # Get the prioritised list of external authentication services 
56:  my @auth_services = @$RT::ExternalAuthPriority; 
57:   
58:  # For each of those services.. 
59:  foreach my $service (@auth_services) { 
60:   
...   
 
code stack:  /opt/rt3/local/lib/RT/User_Vendor.pm:56
/opt/rt3/local/lib/RT/User_Vendor.pm:359
/opt/rt3/lib/RT/CurrentUser.pm:309
/opt/rt3/share/html/autohandler:247
 
raw error



Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: Chaim Rieger [mailto:chaim.rieger at gmail.com] 
Sent: Tuesday, April 08, 2008 3:32 PM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP (need togo back to
standard auth...?!?)

Nelson Pereira wrote:
> How do I go back to standard auth....
> This is not working and im getting tight on time....
>
>   
when you made your changes i hope you didnt make them in the default 
file but in the second one,
blow away the secondary config file, and you should be all good.


From mike.peachey at jennic.com  Tue Apr  8 17:06:55 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 08 Apr 2008 22:06:55 +0100
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AFAD@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>	<47FBA9A6.6010000@gmail.com>	<21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org>
	<47FBAFF1.4080202@gmail.com> <47FBC4CB.5000404@jennic.com>
	<21044E8C915A7E43B90A1056127160F116AFAD@EXMAIL.protus.org>
Message-ID: <47FBDE6F.6090603@jennic.com>

Nelson Pereira wrote:
> So what are you saying?
> 
>          # The filter to use to match RT-Users
>          'filter'                    =>  '(cn=*)',
>          # The filter that will only match disabled users
>          'd_filter'                  =>  '(objectClass=*)',
> 
> 
> ????????????

Just how explicit do I have to be?!

Are you even reading my replies? I don't know whether you're just really 
inexperienced in IT or just not bothering to read what I've written.

I gave you the EXACT lines you need:

'filter'	=> '(objectClass=*)',
'd_filter'	=> '(userAccountControl:1.2.840.113556.1.4.803:=2)',


 > How do I go back to standard auth....

I also told you the EXACT files/folders you need to remove from your RT 
installation to remove the ExternalAuth extension:

$RTHOME/share/html/Callbacks/ExternalAuth
$RTHOME/local/etc/ExternalAuth/RT_SiteConfig.pm
$RTHOME/local/lib/RT/Authen/ExternalAuth.pm
$RTHOME/local/lib/RT/User_Vendor.pm

I'm really quite a patient person, but in this case I'm just flabbergasted.

 > I tried removing the
 > Set($ExternalSettings,
 > But I'm getting all sorts of errors ...

Of COURSE you would! You can't just remove the config options, you need 
to remove the code as I told you before.
-- 
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From scarty at gmail.com  Tue Apr  8 18:39:17 2008
From: scarty at gmail.com (Sharlon Carty)
Date: Tue, 8 Apr 2008 18:39:17 -0400
Subject: [rt-users] About ticket # formating
In-Reply-To: <21044E8C915A7E43B90A1056127160F116AE74@EXMAIL.protus.org>
Message-ID: <!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAABgAAAAAAAAAYAeYHcRfv0+zEuq4wtoj5MKAAAAQAAAASgqkZ8PSBUCN/Lh0JJgXNgEAAAAA@gmail.com>

I've been wanting that too. 

 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: Tuesday, April 08, 2008 7:32 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] About ticket # formating

 

Hi,

 

Is it possible to have the ticket number formatted as [date99xxxxxx] x being
the sequence prepended with 0's?

If so, how do I do this?

 

Thanks

 

Nelson

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From alexsm at gmail.com  Tue Apr  8 18:44:37 2008
From: alexsm at gmail.com (Alex Moura)
Date: Tue, 8 Apr 2008 19:44:37 -0300
Subject: [rt-users] RTx-Shredder wipeout with incorrect links
Message-ID: <de2590e90804081544p6b7582fcodeef1608b40ca33b@mail.gmail.com>

Greetings,

When I use the web interface of rtx-shredder - in RT 3.6.5 - to wipeout
tickets, the 'preview' links of the tickets that will be wiped out is
pointing to the wrong URL. Maybe the RT_SiteConfig or Apache confs are
incorrect, and I would like some advise.

It shows this URL:
https://rt.mydomain/Ticket/Display.html?id=54563

instead of this:
https://rt.mydomain/rt/Ticket/Display.html?id=54563

RT_SIteConfig relevant lines:
-------------------
Set($Organization , "mydomain");
Set($RTAddressRegexp , '^rt\@rt.mydomain$');
Set($CanonicalizeEmailAddressMatch   , 'rt.mydomain$');
Set($CanonicalizeEmailAddressReplace , 'mydomain');
Set($CorrespondAddress , 'rt at rt.mydomain');
Set($CommentAddress , 'rt at rt.mydomain');
Set($WebBaseURL , "https://rt.mydomain");
Set($WebPath, "/rt");
-------------------

Thanks in advance,

Alex
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From kae at midnighthax.com  Tue Apr  8 19:06:23 2008
From: kae at midnighthax.com (Keith Edmunds)
Date: Wed, 9 Apr 2008 00:06:23 +0100
Subject: [rt-users] Missing "take" link for some users
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF355@PTSOEXCHANGE.PTSOWA.ORG>
References: <20080219201815.06d07df1@ws.in.tiger-computing.com>
	<20080408155554.513c0e71@ws.in.tiger-computing.com>
	<20080408190128.740251af@ws.in.tiger-computing.com>
	<33DEE66ED2E72346ABC638427A7701404BF355@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <20080409000623.0deffaf1@ws.in.tiger-computing.com>

On Tue, 8 Apr 2008 11:05:29 -0700, asallade at PTSOWA.ORG said:

> I would do a view source of the rendered HTML to see if the link is
> malformed in the output.

That was interesting. The failing user has this in the HTML where the
ticket number goes:

	<a>2949</a>

The user that works has (as expected):

	<a href="/rt/Ticket/Display.html?id=2949">2949</a>

So what reasons could there be for having a malformed URL for some users?

Keith



From asallade at PTSOWA.ORG  Tue Apr  8 19:29:28 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Tue, 8 Apr 2008 16:29:28 -0700
Subject: [rt-users] imports with the offline tool not taking resolved date
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF3D6@PTSOEXCHANGE.PTSOWA.ORG>

The offline tool sets the Closed/Resolved timestamp to Now, instead of
taking the value from the import file. Any known work arounds?

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

 

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From lgrella at acquiremedia.com  Tue Apr  8 21:31:27 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Tue, 8 Apr 2008 18:31:27 -0700 (PDT)
Subject: [rt-users]  Sort attachments?
Message-ID: <16577571.post@talk.nabble.com>


Is there any way to sort the attachments by date (or any other way) for a
ticket? 

Thanks
-- 
View this message in context: http://www.nabble.com/Sort-attachments--tp16577571p16577571.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From murphy at genome.chop.edu  Tue Apr  8 21:44:21 2008
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Tue, 08 Apr 2008 21:44:21 -0400
Subject: [rt-users] Hierarchical relationship views of tickets
Message-ID: <47FC1F75.7030507@genome.chop.edu>

Anybody else ever want to be able to browse tickets based on 
parent/child or dependency relationships?  Anybody implement it?  ;-)

Regards,
Kevin Murphy



From jesse at bestpractical.com  Tue Apr  8 22:20:37 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Apr 2008 22:20:37 -0400
Subject: [rt-users] Hierarchical relationship views of tickets
In-Reply-To: <47FC1F75.7030507@genome.chop.edu>
References: <47FC1F75.7030507@genome.chop.edu>
Message-ID: <4079184D-F4D1-4CD0-AEBE-95B4F34AA2D8@bestpractical.com>


On Apr 8, 2008, at 9:44 PM, Kevin Murphy wrote:
> Anybody else ever want to be able to browse tickets based on
> parent/child or dependency relationships?  Anybody implement it?  ;-)
>


I did. http://search.cpan.org/~jesse/RT-View-Tree-1.4/

> Regards,
> Kevin Murphy
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 asallade at PTSOWA.ORG  Tue Apr  8 22:21:58 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Tue, 8 Apr 2008 19:21:58 -0700
Subject: [rt-users] Hierarchical relationship views of tickets
In-Reply-To: <47FC1F75.7030507@genome.chop.edu>
References: <47FC1F75.7030507@genome.chop.edu>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF3DE@PTSOEXCHANGE.PTSOWA.ORG>

Yes! I want to be able to view based on relationships. I haven't put it
together yet, but some sort of forum style thread based view would be
perfect, especially if you could expand and collapse the nodes.

If we had a tree view object we could populate it.

Hmm...maybe we could output in xml and then use some perl add in?

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Kevin Murphy [mailto:murphy at genome.chop.edu] 
Sent: Tuesday, April 08, 2008 6:44 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Hierarchical relationship views of tickets

Anybody else ever want to be able to browse tickets based on 
parent/child or dependency relationships?  Anybody implement it?  ;-)

Regards,
Kevin Murphy

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

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


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


From asallade at PTSOWA.ORG  Tue Apr  8 22:23:19 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Tue, 8 Apr 2008 19:23:19 -0700
Subject: [rt-users] Hierarchical relationship views of tickets
In-Reply-To: <4079184D-F4D1-4CD0-AEBE-95B4F34AA2D8@bestpractical.com>
References: <47FC1F75.7030507@genome.chop.edu>
	<4079184D-F4D1-4CD0-AEBE-95B4F34AA2D8@bestpractical.com>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF3DF@PTSOEXCHANGE.PTSOWA.ORG>

Jesse, is this tested on 3.6.6?

My mouth is watering already!

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, April 08, 2008 7:21 PM
To: Kevin Murphy
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Hierarchical relationship views of tickets


On Apr 8, 2008, at 9:44 PM, Kevin Murphy wrote:
> Anybody else ever want to be able to browse tickets based on
> parent/child or dependency relationships?  Anybody implement it?  ;-)
>


I did. http://search.cpan.org/~jesse/RT-View-Tree-1.4/

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



From jesse at bestpractical.com  Tue Apr  8 22:33:03 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Apr 2008 22:33:03 -0400
Subject: [rt-users] Hierarchical relationship views of tickets
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF3DF@PTSOEXCHANGE.PTSOWA.ORG>
References: <47FC1F75.7030507@genome.chop.edu>
	<4079184D-F4D1-4CD0-AEBE-95B4F34AA2D8@bestpractical.com>
	<33DEE66ED2E72346ABC638427A7701404BF3DF@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <38BA5277-EF91-4AAB-8F89-78C9EA00DB81@bestpractical.com>


On Apr 8, 2008, at 10:23 PM, Aaron Sallade wrote:
> Jesse, is this tested on 3.6.6?

Nope. I haven't tried it in a couple years. Patches would be welcome  
if it doesn't work right. If you need us to fix it up, drop me a line  
and we'll get something figured out.

>
>
> My mouth is watering already!
>
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> "Shared Technology for Community Health"
> (206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> asallade at ptsowa.org
>
>
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Tuesday, April 08, 2008 7:21 PM
> To: Kevin Murphy
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Hierarchical relationship views of tickets
>
>
> On Apr 8, 2008, at 9:44 PM, Kevin Murphy wrote:
>> Anybody else ever want to be able to browse tickets based on
>> parent/child or dependency relationships?  Anybody implement it?  ;-)
>>
>
>
> I did. http://search.cpan.org/~jesse/RT-View-Tree-1.4/
>
>> Regards,
>> Kevin Murphy
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 asallade at PTSOWA.ORG  Tue Apr  8 22:48:03 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Tue, 8 Apr 2008 19:48:03 -0700
Subject: [rt-users] Hierarchical relationship views of tickets
In-Reply-To: <38BA5277-EF91-4AAB-8F89-78C9EA00DB81@bestpractical.com>
References: <47FC1F75.7030507@genome.chop.edu>
	<4079184D-F4D1-4CD0-AEBE-95B4F34AA2D8@bestpractical.com>
	<33DEE66ED2E72346ABC638427A7701404BF3DF@PTSOEXCHANGE.PTSOWA.ORG>
	<38BA5277-EF91-4AAB-8F89-78C9EA00DB81@bestpractical.com>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF3E0@PTSOEXCHANGE.PTSOWA.ORG>

Ok, I installed and am testing on 3.6.6 - 
So far I have found the instead of treeing down into dependants
(DependsOn) it trees down into DependedOnBy, so that it shows a tickets
dependent parents, all the way up a chain, as dependent children.

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, April 08, 2008 7:33 PM
To: Aaron Sallade
Cc: Kevin Murphy; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Hierarchical relationship views of tickets


On Apr 8, 2008, at 10:23 PM, Aaron Sallade wrote:
> Jesse, is this tested on 3.6.6?

Nope. I haven't tried it in a couple years. Patches would be welcome  
if it doesn't work right. If you need us to fix it up, drop me a line  
and we'll get something figured out.

>
>
> My mouth is watering already!
>
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> "Shared Technology for Community Health"
> (206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> asallade at ptsowa.org
>
>
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Tuesday, April 08, 2008 7:21 PM
> To: Kevin Murphy
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Hierarchical relationship views of tickets
>
>
> On Apr 8, 2008, at 9:44 PM, Kevin Murphy wrote:
>> Anybody else ever want to be able to browse tickets based on
>> parent/child or dependency relationships?  Anybody implement it?  ;-)
>>
>
>
> I did. http://search.cpan.org/~jesse/RT-View-Tree-1.4/
>
>> Regards,
>> Kevin Murphy
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales 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  Tue Apr  8 23:47:54 2008
From: todd at chaka.net (Todd Chapman)
Date: Tue, 8 Apr 2008 23:47:54 -0400
Subject: [rt-users] Hierarchical relationship views of tickets
In-Reply-To: <47FC1F75.7030507@genome.chop.edu>
References: <47FC1F75.7030507@genome.chop.edu>
Message-ID: <519782dc0804082047x680d32a2gb5dadaf3460dd934@mail.gmail.com>

I implemented this for Asset Tracker. It could easily be ported for ticket
visualization. It uses GraphViz to create a clickable image map of object
relationships.

On Tue, Apr 8, 2008 at 9:44 PM, Kevin Murphy <murphy at genome.chop.edu> wrote:

> Anybody else ever want to be able to browse tickets based on
> parent/child or dependency relationships?  Anybody implement it?  ;-)
>
> Regards,
> Kevin Murphy
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Tue Apr  8 23:49:23 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Apr 2008 23:49:23 -0400
Subject: [rt-users] Hierarchical relationship views of tickets
In-Reply-To: <519782dc0804082047x680d32a2gb5dadaf3460dd934@mail.gmail.com>
References: <47FC1F75.7030507@genome.chop.edu>
	<519782dc0804082047x680d32a2gb5dadaf3460dd934@mail.gmail.com>
Message-ID: <B9C57F94-D6C7-4B8C-8AE4-80AA6FE2ACF8@bestpractical.com>


On Apr 8, 2008, at 11:47 PM, Todd Chapman wrote:
> I implemented this for Asset Tracker. It could easily be ported for  
> ticket visualization. It uses GraphViz to create a clickable image  
> map of object relationships.
>

Oh. _That_ we have in 3.8 :)


> On Tue, Apr 8, 2008 at 9:44 PM, Kevin Murphy  
> <murphy at genome.chop.edu> wrote:
> Anybody else ever want to be able to browse tickets based on
> parent/child or dependency relationships?  Anybody implement it?  ;-)
>
> Regards,
> Kevin Murphy
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 asallade at PTSOWA.ORG  Wed Apr  9 01:36:19 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Tue, 8 Apr 2008 22:36:19 -0700
Subject: [rt-users] Hierarchical relationship views of tickets
In-Reply-To: <519782dc0804082047x680d32a2gb5dadaf3460dd934@mail.gmail.com>
References: <47FC1F75.7030507@genome.chop.edu>
	<519782dc0804082047x680d32a2gb5dadaf3460dd934@mail.gmail.com>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF3E2@PTSOEXCHANGE.PTSOWA.ORG>

Point me in the right direction for the port and I'll take a look :-)

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

________________________________

From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Tuesday, April 08, 2008 8:48 PM
To: Kevin Murphy
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Hierarchical relationship views of tickets

 

I implemented this for Asset Tracker. It could easily be ported for
ticket visualization. It uses GraphViz to create a clickable image map
of object relationships.

On Tue, Apr 8, 2008 at 9:44 PM, Kevin Murphy <murphy at genome.chop.edu>
wrote:

Anybody else ever want to be able to browse tickets based on
parent/child or dependency relationships?  Anybody implement it?  ;-)

Regards,
Kevin Murphy

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

Community help: http://wiki.bestpractical.com
Commercial support: 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 sebastia at l00-bugdead-prods.de  Wed Apr  9 06:37:18 2008
From: sebastia at l00-bugdead-prods.de (Sebastian Reitenbach)
Date: Wed, 09 Apr 2008 12:37:18 +0200
Subject: [rt-users] problem with LDAP authentication after upgrading
Message-ID: <20080409103718.67C8ED320C@smtp.l00-bugdead-prods.de>

hi,

I wanted to upgrade rt3 from version 3.6.1 to 3.6.6. 
Therefore I installed a fresh version on a new host, following the 
installation procedure described in the README file.
I ran configure with the following parameters:
./configure --prefix=/opt/rt3 --with-web-user=wwwrun --with-db-type=Pg
--with-db-dba=postgres 
--with-db-database=rt3 --with-db-host=127.0.0.1
--with-apachectl=/usr/sbin/apache2ctl

I copied the old RT_SiteConfig.pm file to the new host, however, when I try 
to login, it is not possible, and I see the following in the logs:

[Wed Apr  9 10:08:21 2008] [error]: FAILED LOGIN for sebastia from 10.0.0.9 
(/opt/rt3/share/html/autohandler:251)

Stack trace:
        HTML::Mason::Commands::__ANON__() called 
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm:135
        HTML::Mason::Component::run() called 
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1273
        (eval)() called 
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1268
        HTML::Mason::Request::comp() called 
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:467
        (eval)() called 
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:467
        (eval)() called 
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:419
        HTML::Mason::Request::exec() called 
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:168
        HTML::Mason::Request::ApacheHandler::exec() called 
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:825
        HTML::Mason::ApacheHandler::handle_request() called 
at /opt/rt3/bin/webmux.pl:125
        (eval)() called at /opt/rt3/bin/webmux.pl:125
        RT::Mason::handler() called at -e:0
        (eval)() called at -e:0

My RT_SiteConfig.pm has the following contents:
Set( $rtname, 'l00-bugdead-prods.de.de');
Set($AuthMethods, ['LDAP', 'Internal']);
Set($LdapExternalAuth, 1);
Set($LdapExternalInfo, 1);
Set($LdapAutoCreateNonLdapUsers, 1);
Set($LdapAttrMap, {'Name' => 'uid',
                   'EmailAddress' => 'mail',
                   'Organization' => 'o',
                   'RealName' => 'cn',
                   'ExternalContactInfoId' => 'dn',
                   'ExternalAuthId' => 'uid',
                   'Gecos' => 'uid',
                   'WorkPhone' => 'telephoneNumber',
                   'Address1' => 'ou',
                   'Address2' => 'physicalDeliveryOfficeName'}
);
Set($LdapRTAttrMatchList, ['Name', 'ExternalContactInfoId',
                           'EmailAddress', 'RealName',
                           'WorkPhone', 'Address2']
);
Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress',
                              'mailAlternateAddress']
);
Set($LdapEmailAttrMatchPrefix, ['', 'smtp:', 'SMTP:'] );
Set($LdapServer, '10.0.0.11');
Set($LdapBase, 'ou=People,dc=l00-bugdead-prods');
Set($LdapFilter, '(objectclass=posixAccount)');
Set($LdapDisableFilter, '(employmentStatus=Terminated)');
Set($LdapTLS, 1);
Set($LdapSSLVersion, 3);
1;
Set($WebPort , 443);# + ($< * 7274) % 32766 + ($< && 1024));
Set($WebBaseURL , "https://tracker.ds9");
Set($WebURL , $WebBaseURL . $WebPath . "/");
Set($CorrespondAddress , 'ithelp at l00-bugdead-prods.de.de');
Set($CommentAddress , 'ithelp at l00-bugdead-prods.de.de');
Set($Organization , "l00-bugdead-prods.de.de");
Set($RTAddressRegexp , '^rt\@l00-bugdead-prods.de.de$');
Set($AutoCreate, {Privileged => 1});

This configuration works well on the host with the rt3 3.6.1 installed, but 
not on the host with the new installation. They are both intended to 
authenticate against the same ldap server.

I created a new database and loaded the dump from the old version. As far as 
I can see, there is no need to upgrade the database schema between these 
versions. Also psql -h localhost -U postgres rt3 works well on the command 
line.


Do I can enable more debugging output for the LDAP authentication part? Or 
does anybody has an idea what I am still missing/might have made wrong?


kind regards



From mike.peachey at jennic.com  Wed Apr  9 07:32:31 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 09 Apr 2008 12:32:31 +0100
Subject: [rt-users] problem with LDAP authentication after upgrading
In-Reply-To: <20080409103718.67C8ED320C@smtp.l00-bugdead-prods.de>
References: <20080409103718.67C8ED320C@smtp.l00-bugdead-prods.de>
Message-ID: <47FCA94F.600@jennic.com>

Sebastian Reitenbach wrote:
> I installed a fresh version on a new host, 
> I ran configure 
> I copied the old RT_SiteConfig.pm file to the new host

> however, when I try to login, it is not possible, and I see the following in the logs:

You don't say whether you have actually applied the User_Local.pm 
overlay and the relevant Auth Callback that you originally installed to 
get LDAP working in the first place.

I would start there.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From npereira at protus.com  Wed Apr  9 07:44:25 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 9 Apr 2008 07:44:25 -0400
Subject: [rt-users] About ticket # formating
In-Reply-To: <!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAABgAAAAAAAAAYAeYHcRfv0+zEuq4wtoj5MKAAAAQAAAASgqkZ8PSBUCN/Lh0JJgXNgEAAAAA@gmail.com>
References: <21044E8C915A7E43B90A1056127160F116AE74@EXMAIL.protus.org>
	<!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAABgAAAAAAAAAYAeYHcRfv0+zEuq4wtoj5MKAAAAQAAAASgqkZ8PSBUCN/Lh0JJgXNgEAAAAA@gmail.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116B021@EXMAIL.protus.org>

Have you found a way to do it?

 

Regards,

 

Nelson Pereira

________________________________

From: Sharlon Carty [mailto:scarty at gmail.com] 
Sent: Tuesday, April 08, 2008 6:39 PM
To: Nelson Pereira; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] About ticket # formating

 

I've been wanting that too. 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: Tuesday, April 08, 2008 7:32 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] About ticket # formating

 

Hi,

 

Is it possible to have the ticket number formatted as [date99xxxxxx] x
being the sequence prepended with 0's?

If so, how do I do this?

 

Thanks

 

Nelson

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From npereira at protus.com  Wed Apr  9 08:06:19 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 9 Apr 2008 08:06:19 -0400
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <47FBDE6F.6090603@jennic.com>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>	<47FBA9A6.6010000@gmail.com>	<21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org>
	<47FBAFF1.4080202@gmail.com> <47FBC4CB.5000404@jennic.com>
	<21044E8C915A7E43B90A1056127160F116AFAD@EXMAIL.protus.org>
	<47FBDE6F.6090603@jennic.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116B023@EXMAIL.protus.org>

I'm sorry Mike, I guess I did not read your email correctly. Truly
sorry.
I guess I was impatient to get this working right and just got
frustrated...
Now this morning, I'm more relaxed, enjoying a coffee...

So I changed what you suggested and when login in, I get this error:

System error
error:  Can't use an undefined value as an ARRAY reference at
/opt/rt3/local/lib/RT/User_Vendor.pm line 56.
 
context:  ...   
52:  $RT::Logger->debug( (caller(0))[3], 
53:  "Trying External authentication"); 
54:   
55:  # Get the prioritised list of external authentication services 
56:  my @auth_services = @$RT::ExternalAuthPriority; 
57:   
58:  # For each of those services.. 
59:  foreach my $service (@auth_services) { 
60:   
...   
 code stack:  /opt/rt3/local/lib/RT/User_Vendor.pm:56
/opt/rt3/local/lib/RT/User_Vendor.pm:359
/opt/rt3/share/html/Callbacks/ExternalAuth/autohandler/Auth:30
/opt/rt3/share/html/Elements/Callback:85
/opt/rt3/share/html/autohandler:240
 raw error




Here is the RT_SiteConfig.pm :

Set($AuthMethods, ['LDAP', 'Internal']);
Set($LdapExternalAuth, 1);
Set($LdapExternalInfo, 1);
Set($LdapAutoCreateNonLdapUsers, 1);
Set($AutoCreate, {Privileged => 1});
Set($ExternalSettings,      {   'My_LDAP'       =>  {   
 'type'                      =>  'ldap',
 'auth'                      =>  1,
 'info'                      =>  1,
 'server'                    =>  'p02.protus.org',
 'user'                      =>  'ldapintegration',
 'pass'                    =>  '******',
 'base'                      =>  'CN=Users,DC=protus,DC=org',
 'filter'                    =>  '(objectClass=*)',
 'd_filter'                  =>
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
 'tls'                       =>  0,
 'net_ldap_args'             => [    version =>  3   ],
 'group'                     =>  '',
 'group_attr'                =>  '',
 'attr_match_list'           => [    'Name',
 'EmailAddress',
 'RealName',
 'WorkPhone',
 'Address2' ],
'attr_map'                  =>  {   
'Name' => 'sAMAccountName',
'EmailAddress' => 'mail',
'Organization' => 'physicalDeliveryOfficeName',
'RealName' => 'cn',
'ExternalAuthId' => 'sAMAccountName',
'Gecos' => 'sAMAccountName',
'WorkPhone' => 'telephoneNumber',
'Address1' => 'streetAddress',
'City' => 'l',
'State' => 'st',
'Zip' => 'postalCode',
'Country' => 'co'
   }
  }
 }
);
1;

Regards,
 
Nelson Pereira




-----Original Message-----
From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike
Peachey
Sent: Tuesday, April 08, 2008 5:07 PM
To: Nelson Pereira
Cc: Chaim Rieger; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

Nelson Pereira wrote:
> So what are you saying?
> 
>          # The filter to use to match RT-Users
>          'filter'                    =>  '(cn=*)',
>          # The filter that will only match disabled users
>          'd_filter'                  =>  '(objectClass=*)',
> 
> 
> ????????????

Just how explicit do I have to be?!

Are you even reading my replies? I don't know whether you're just really

inexperienced in IT or just not bothering to read what I've written.

I gave you the EXACT lines you need:

'filter'	=> '(objectClass=*)',
'd_filter'	=> '(userAccountControl:1.2.840.113556.1.4.803:=2)',


 > How do I go back to standard auth....

I also told you the EXACT files/folders you need to remove from your RT 
installation to remove the ExternalAuth extension:

$RTHOME/share/html/Callbacks/ExternalAuth
$RTHOME/local/etc/ExternalAuth/RT_SiteConfig.pm
$RTHOME/local/lib/RT/Authen/ExternalAuth.pm
$RTHOME/local/lib/RT/User_Vendor.pm

I'm really quite a patient person, but in this case I'm just
flabbergasted.

 > I tried removing the
 > Set($ExternalSettings,
 > But I'm getting all sorts of errors ...

Of COURSE you would! You can't just remove the config options, you need 
to remove the code as I told you before.
-- 
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From todd at chaka.net  Wed Apr  9 08:51:27 2008
From: todd at chaka.net (Todd Chapman)
Date: Wed, 9 Apr 2008 08:51:27 -0400
Subject: [rt-users] Hierarchical relationship views of tickets
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF3E2@PTSOEXCHANGE.PTSOWA.ORG>
References: <47FC1F75.7030507@genome.chop.edu>
	<519782dc0804082047x680d32a2gb5dadaf3460dd934@mail.gmail.com>
	<33DEE66ED2E72346ABC638427A7701404BF3E2@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <519782dc0804090551hc0a49f5ued6569e456011909@mail.gmail.com>

http://code.google.com/p/asset-tracker-4rt/source/browse/ATx-Graph

On Wed, Apr 9, 2008 at 1:36 AM, Aaron Sallade <asallade at ptsowa.org> wrote:

>  Point me in the right direction for the port and I'll take a look J
>
>
>
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> *"Shared Technology for Community Health"**
> *(206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> asallade at ptsowa.org
>   ------------------------------
>
> *From:* Todd Chapman [mailto:todd at chaka.net]
> *Sent:* Tuesday, April 08, 2008 8:48 PM
> *To:* Kevin Murphy
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Hierarchical relationship views of tickets
>
>
>
> I implemented this for Asset Tracker. It could easily be ported for ticket
> visualization. It uses GraphViz to create a clickable image map of object
> relationships.
>
> On Tue, Apr 8, 2008 at 9:44 PM, Kevin Murphy <murphy at genome.chop.edu>
> wrote:
>
> Anybody else ever want to be able to browse tickets based on
> parent/child or dependency relationships?  Anybody implement it?  ;-)
>
> Regards,
> Kevin Murphy
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
>
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From sturner at MIT.EDU  Wed Apr  9 09:25:19 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 09 Apr 2008 09:25:19 -0400
Subject: [rt-users] imports with the offline tool not taking resolved
 date
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF3D6@PTSOEXCHANGE.PTSOWA .ORG>
References: <33DEE66ED2E72346ABC638427A7701404BF3D6@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <6.2.3.4.2.20080409092506.04a226e0@po14.mit.edu>

At Tuesday 4/8/2008 07:29 PM, Aaron Sallade wrote:
>The offline tool sets the Closed/Resolved timestamp to Now, instead 
>of taking the value from the import file. Any known work arounds?
>
This is happening for tickets marked 'resolved' in the import file, 
right? It appears that RT will set the resolved date to Now when it 
sets the status to resolved, overriding any value you specify in the file.

We came up with a kludgey workaround, but it's only good if a) this 
is a one-time load process, not a regular event, and b) you don't use 
the ticket Starts date for anything.

Anyway, what we did is:

- In the upload file, put the 'resolved' date in the Starts field
instead of Resolved.

- For each queue you are loading, create the following scrip:

     - Condition: On Resolve
     - Action: User Defined
     - Template: Global template: Blank

     In the scrip's  "Custom action preparation code:" box, put:

        return 0 unless $self->TicketObj->Starts;

     In the scrip's "Custom action cleanup code:" box, put:

        $self->TicketObj->SetResolved($self->TicketObj->Starts);
        $self->TicketObj->SetStarts(' ');

So when these 'resolved' tickets are loaded, RT will first create then
resolve them. When it resolves them, the scrip will cause it to immediately
update the resolved date to what you put in the Starts date. It will then
clear out the Starts date.

As I say, this really is only useful for a one-time load, for a queue 
that isn't "live" yet. You wouldn't want this scrip to be active when 
you are working with tickets day-to-day.

Steve

>

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




From mike.peachey at jennic.com  Wed Apr  9 10:08:39 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 09 Apr 2008 15:08:39 +0100
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B023@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>	<47FBA9A6.6010000@gmail.com>	<21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org>
	<47FBAFF1.4080202@gmail.com> <47FBC4CB.5000404@jennic.com>
	<21044E8C915A7E43B90A1056127160F116AFAD@EXMAIL.protus.org>
	<47FBDE6F.6090603@jennic.com>
	<21044E8C915A7E43B90A1056127160F116B023@EXMAIL.protus.org>
Message-ID: <47FCCDE7.1080907@jennic.com>

Nelson Pereira wrote:
> I'm sorry Mike, I guess I did not read your email correctly. Truly
> sorry.
> I guess I was impatient to get this working right and just got
> frustrated...
> Now this morning, I'm more relaxed, enjoying a coffee...
> 
> So I changed what you suggested and when login in, I get this error:
> 
> System error
> error:  Can't use an undefined value as an ARRAY reference at
> /opt/rt3/local/lib/RT/User_Vendor.pm line 56.
>  
> context:  ...   
> 52:  $RT::Logger->debug( (caller(0))[3], 
> 53:  "Trying External authentication"); 
> 54:   
> 55:  # Get the prioritised list of external authentication services 
> 56:  my @auth_services = @$RT::ExternalAuthPriority; 
> 57:   
> 58:  # For each of those services.. 
> 59:  foreach my $service (@auth_services) { 
> 60:   

> 
> Here is the RT_SiteConfig.pm :
> 
> Set($AuthMethods, ['LDAP', 'Internal']);
> Set($LdapExternalAuth, 1);
> Set($LdapExternalInfo, 1);
> Set($LdapAutoCreateNonLdapUsers, 1);
> 
> Regards,
>  
> Nelson Pereira
> 

You're mixing and matching config settings. You have got the above 
config settings which are for Jim Meyer's User_Local overlay, but the 
settings needed for RT::Authen::ExternalAuth are not the same.

This config setting:
Set($AuthMethods, ['LDAP', 'Internal']);

Has been replaced by these:
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);

This is because Info and Auth are treated as separate services, even 
though you plan to use the same service for both, and now Internal 
authentication is ALWAYS checked and ALWAYS checked last so the list you 
specify cannot contain Internal.

Because of this, $LdapExternalAuth and $LdapExternalInfo are both 
irrelevant and not used as well as LdapAutoCreateNonLdapUsers as they 
have all been replaced.

Double check what you have against the RT_SiteConfig.pm that comes with 
RT::Authen::ExternalAuth. If it's related to LDAP and is NOT in the 
sample config file I provided, then it shouldn't be in your config.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From npereira at protus.com  Wed Apr  9 11:16:34 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 9 Apr 2008 11:16:34 -0400
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <47FCCDE7.1080907@jennic.com>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>	<47FBA9A6.6010000@gmail.com>	<21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org>
	<47FBAFF1.4080202@gmail.com> <47FBC4CB.5000404@jennic.com>
	<21044E8C915A7E43B90A1056127160F116AFAD@EXMAIL.protus.org>
	<47FBDE6F.6090603@jennic.com>
	<21044E8C915A7E43B90A1056127160F116B023@EXMAIL.protus.org>
	<47FCCDE7.1080907@jennic.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116B0B6@EXMAIL.protus.org>

Got it working.... Thanks Mike...

A question I have, can I deleted the section about the My_MySQL? Or does
the script need that section also?

And the 2 settings for groups, how does this work?

# Does authentication depend on group membership? What group name?
       'group'                     =>  '',
# What is the attribute for the group object that determines membership?
       'group_attr'                =>  '',


What should I put for those 2 settings?




Regards,
 
Nelson Pereira
-----Original Message-----
From: Mike Peachey [mailto:mike.peachey at jennic.com] 
Sent: Wednesday, April 09, 2008 10:09 AM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

Nelson Pereira wrote:
> I'm sorry Mike, I guess I did not read your email correctly. Truly
> sorry.
> I guess I was impatient to get this working right and just got
> frustrated...
> Now this morning, I'm more relaxed, enjoying a coffee...
> 
> So I changed what you suggested and when login in, I get this error:
> 
> System error
> error:  Can't use an undefined value as an ARRAY reference at
> /opt/rt3/local/lib/RT/User_Vendor.pm line 56.
>  
> context:  ...   
> 52:  $RT::Logger->debug( (caller(0))[3], 
> 53:  "Trying External authentication"); 
> 54:   
> 55:  # Get the prioritised list of external authentication services 
> 56:  my @auth_services = @$RT::ExternalAuthPriority; 
> 57:   
> 58:  # For each of those services.. 
> 59:  foreach my $service (@auth_services) { 
> 60:   

> 
> Here is the RT_SiteConfig.pm :
> 
> Set($AuthMethods, ['LDAP', 'Internal']);
> Set($LdapExternalAuth, 1);
> Set($LdapExternalInfo, 1);
> Set($LdapAutoCreateNonLdapUsers, 1);
> 
> Regards,
>  
> Nelson Pereira
> 

You're mixing and matching config settings. You have got the above 
config settings which are for Jim Meyer's User_Local overlay, but the 
settings needed for RT::Authen::ExternalAuth are not the same.

This config setting:
Set($AuthMethods, ['LDAP', 'Internal']);

Has been replaced by these:
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);

This is because Info and Auth are treated as separate services, even 
though you plan to use the same service for both, and now Internal 
authentication is ALWAYS checked and ALWAYS checked last so the list you

specify cannot contain Internal.

Because of this, $LdapExternalAuth and $LdapExternalInfo are both 
irrelevant and not used as well as LdapAutoCreateNonLdapUsers as they 
have all been replaced.

Double check what you have against the RT_SiteConfig.pm that comes with 
RT::Authen::ExternalAuth. If it's related to LDAP and is NOT in the 
sample config file I provided, then it shouldn't be in your config.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From mike.peachey at jennic.com  Wed Apr  9 11:20:11 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 09 Apr 2008 16:20:11 +0100
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B0B6@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>	<47FBA9A6.6010000@gmail.com>	<21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org>
	<47FBAFF1.4080202@gmail.com> <47FBC4CB.5000404@jennic.com>
	<21044E8C915A7E43B90A1056127160F116AFAD@EXMAIL.protus.org>
	<47FBDE6F.6090603@jennic.com>
	<21044E8C915A7E43B90A1056127160F116B023@EXMAIL.protus.org>
	<47FCCDE7.1080907@jennic.com>
	<21044E8C915A7E43B90A1056127160F116B0B6@EXMAIL.protus.org>
Message-ID: <47FCDEAB.9020901@jennic.com>

Nelson Pereira wrote:
> Got it working.... Thanks Mike...
> 
> A question I have, can I deleted the section about the My_MySQL? Or does
> the script need that section also?

As per the long e-mail last night, since you are not using an External 
MySQL-based Authentication service, that example config is irrelevant 
and it should be removed.

> 
> And the 2 settings for groups, how does this work?
> 
> # Does authentication depend on group membership? What group name?
>        'group'                     =>  '',
> # What is the attribute for the group object that determines membership?
>        'group_attr'                =>  '',
> 
> 
> What should I put for those 2 settings?

As per the long e-mail last night, if you are restricting access to RT 
to members of a specific group that's in your LDAP server, then you need 
to put the group details in there.

If you're not doing that (and you are almost certainly not) then you 
must remove both of those options from the config.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From mike.peachey at jennic.com  Wed Apr  9 11:21:26 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 09 Apr 2008 16:21:26 +0100
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B0B6@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>	<47FBA9A6.6010000@gmail.com>	<21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org>
	<47FBAFF1.4080202@gmail.com> <47FBC4CB.5000404@jennic.com>
	<21044E8C915A7E43B90A1056127160F116AFAD@EXMAIL.protus.org>
	<47FBDE6F.6090603@jennic.com>
	<21044E8C915A7E43B90A1056127160F116B023@EXMAIL.protus.org>
	<47FCCDE7.1080907@jennic.com>
	<21044E8C915A7E43B90A1056127160F116B0B6@EXMAIL.protus.org>
Message-ID: <47FCDEF6.5030204@jennic.com>

Nelson Pereira wrote:
> Got it working.... Thanks Mike...
> 

I am pleased it's working for you.

By the way, you may wish to install v0.05 over the top because a new 
version was uploaded to CPAN yesterday.

http://search.cpan.org/CPAN/authors/id/Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.05.tar.gz
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From mike.peachey at jennic.com  Wed Apr  9 11:46:14 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 09 Apr 2008 16:46:14 +0100
Subject: [rt-users] Intergration with LDAP
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B0C7@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116AF3A@EXMAIL.protus.org>	<47FBA9A6.6010000@gmail.com>	<21044E8C915A7E43B90A1056127160F116AF52@EXMAIL.protus.org>
	<47FBAFF1.4080202@gmail.com> <47FBC4CB.5000404@jennic.com>
	<21044E8C915A7E43B90A1056127160F116AFAD@EXMAIL.protus.org>
	<47FBDE6F.6090603@jennic.com>
	<21044E8C915A7E43B90A1056127160F116B023@EXMAIL.protus.org>
	<47FCCDE7.1080907@jennic.com>
	<21044E8C915A7E43B90A1056127160F116B0B6@EXMAIL.protus.org>
	<47FCDEF6.5030204@jennic.com>
	<21044E8C915A7E43B90A1056127160F116B0C7@EXMAIL.protus.org>
Message-ID: <47FCE4C6.8090207@jennic.com>

Nelson Pereira wrote:
> Will do...
> But since I used CPAN install can I simply do the same?
> Or extract the tar and copy over the files?

If it's been installed via CPAN then just do the exact same thing again 
and it will overwrite automatically.

Alternatively you can follow the manual download/install instructions 
from http://wiki.bestpractical.com/view/ExternalAuth

But you should never have to extract the files and manually copy them 
over one-by-one.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From gleduc at mail.sdsu.edu  Wed Apr  9 11:47:42 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 09 Apr 2008 08:47:42 -0700
Subject: [rt-users] Sort attachments?
In-Reply-To: <16577571.post@talk.nabble.com>
References: <16577571.post@talk.nabble.com>
Message-ID: <6.2.1.2.2.20080409084523.025991a0@mail.sdsu.edu>

On my 3.6.3 system, it appears that they do appear in reverse chronological 
order when the ticket is displayed.  Do yours just display in some random 
order?

At 06:31 PM 4/8/2008, lgrella wrote:
>Is there any way to sort the attachments by date (or any other way) for a
>ticket?
>
>Thanks


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



From npereira at protus.com  Wed Apr  9 11:50:10 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 9 Apr 2008 11:50:10 -0400
Subject: [rt-users] Question about sendmail aliases and crontab for fetchmail
Message-ID: <21044E8C915A7E43B90A1056127160F116B0CC@EXMAIL.protus.org>

I created a rt3 user in my RHEL5 box for rt.

It has a crontab like this:

 

*	* * * * /usr/bin/fetchmail -f /home/rt3/.fetchmailrc -a -m
"/etc/smrsh/rt-mailgate --queue UnAssigned --action correspond --url
http://10.98.5.253/rt3" > /dev/null

 

The .fetcmail has:

 

set logfile=/opt/rt3/var/fetchmail

poll exmail.protus.org proto pop3:

#username otrs                  password ******      mda
"/etc/smrsh/rt-mailgate --url http://10.98.5.253/rt3 --queue General
--action correspond"

#username otrs-ns               password ******      mda
"/etc/smrsh/rt-mailgate --url http://10.98.5.253/rt3 --queue General
--action comment"

username nssupport              password ******      mda
"/etc/smrsh/rt-mailgate --url http://10.98.5.253/rt3 --queue UnAssigned
--action correspond"

username nssupport-comment      password ******      mda
"/etc/smrsh/rt-mailgate --url http://10.98.5.253/rt3 --queue UnAssigned
--action comment"

 

Since I use a crontab to fetch the emails from a POP box, can I delete
the string in the sendmail aliases file? Or is it needed...

The way I look at it, the cron fetches the emails and drops them in the
UnAssigned queue... So the Aliases is irrelevant in this case right?

 

And what is the use of a -comment email address... what does it do?

 

Thanks.

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From npereira at protus.com  Wed Apr  9 12:07:51 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 9 Apr 2008 12:07:51 -0400
Subject: [rt-users] question about watchers
Message-ID: <21044E8C915A7E43B90A1056127160F116B0DA@EXMAIL.protus.org>

Not sure if this is the option I want, but here is what I need.

 

I have all emails from a specific Email address going to an UnAssigned
queue.

I need to set this up so that when I ticket is created in this queue, to
send a notification to a group of privileged users.

How could I do this?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From KFCrocker at lbl.gov  Wed Apr  9 12:10:16 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 09 Apr 2008 09:10:16 -0700
Subject: [rt-users] Sort attachments?
In-Reply-To: <6.2.1.2.2.20080409084523.025991a0@mail.sdsu.edu>
References: <16577571.post@talk.nabble.com>
	<6.2.1.2.2.20080409084523.025991a0@mail.sdsu.edu>
Message-ID: <47FCEA68.6090601@lbl.gov>

Gene, Igrella,


	You can change the order to oldest first or oldest last using this 
setting in RT_SiteConfig.pm:

	Set($OldestTransactionsFirst, '0');  turned off (meaning oldest is at 
the bottom of scroll. A '1' would put the most recent email (with 
attachements) and/or comments at the bottom.


Kenn
LBNL

On 4/9/2008 8:47 AM, Gene LeDuc wrote:
> On my 3.6.3 system, it appears that they do appear in reverse chronological 
> order when the ticket is displayed.  Do yours just display in some random 
> order?
> 
> At 06:31 PM 4/8/2008, lgrella wrote:
>> Is there any way to sort the attachments by date (or any other way) for a
>> ticket?
>>
>> Thanks
> 
> 



From KFCrocker at lbl.gov  Wed Apr  9 12:15:15 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 09 Apr 2008 09:15:15 -0700
Subject: [rt-users] Hierarchical relationship views of tickets
In-Reply-To: <B9C57F94-D6C7-4B8C-8AE4-80AA6FE2ACF8@bestpractical.com>
References: <47FC1F75.7030507@genome.chop.edu>
	<519782dc0804082047x680d32a2gb5dadaf3460dd934@mail.gmail.com>
	<B9C57F94-D6C7-4B8C-8AE4-80AA6FE2ACF8@bestpractical.com>
Message-ID: <47FCEB93.70002@lbl.gov>

Todd, Jesse,


	Is this something on the lines of a gant chart? When I look at a ticket 
now, I see ALL the dependencies already in the links. I have a query I 
use to list all the tickets that are related, but it is just a query I 
download to excel. So, what, exactly, are we talking about here?

Kenn
LBNL

On 4/8/2008 8:49 PM, Jesse Vincent wrote:
> 
> On Apr 8, 2008, at 11:47 PM, Todd Chapman wrote:
>> I implemented this for Asset Tracker. It could easily be ported for 
>> ticket visualization. It uses GraphViz to create a clickable image map 
>> of object relationships.
>>
> 
> Oh. _That_ we have in 3.8 :)
> 
> 
>> On Tue, Apr 8, 2008 at 9:44 PM, Kevin Murphy <murphy at genome.chop.edu> 
>> wrote:
>> Anybody else ever want to be able to browse tickets based on
>> parent/child or dependency relationships?  Anybody implement it?  ;-)
>>
>> Regards,
>> Kevin Murphy
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From KFCrocker at lbl.gov  Wed Apr  9 12:23:07 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 09 Apr 2008 09:23:07 -0700
Subject: [rt-users] imports with the offline tool not taking resolved
 date
In-Reply-To: <6.2.3.4.2.20080409092506.04a226e0@po14.mit.edu>
References: <33DEE66ED2E72346ABC638427A7701404BF3D6@PTSOEXCHANGE.PTSOWA.ORG>
	<6.2.3.4.2.20080409092506.04a226e0@po14.mit.edu>
Message-ID: <47FCED6B.5090209@lbl.gov>

Stephen, Aaron,


	You could also just import them into a special queue (or have some 
other way of identifying them), then run a bulk update on them. After 
that, you could put them wherever you want. That might be easier than 
creating, testing, and then disableiing a scrip.

Kenn
LBNL

On 4/9/2008 6:25 AM, Stephen Turner wrote:
> At Tuesday 4/8/2008 07:29 PM, Aaron Sallade wrote:
>> The offline tool sets the Closed/Resolved timestamp to Now, instead 
>> of taking the value from the import file. Any known work arounds?
>>
> This is happening for tickets marked 'resolved' in the import file, 
> right? It appears that RT will set the resolved date to Now when it 
> sets the status to resolved, overriding any value you specify in the file.
> 
> We came up with a kludgey workaround, but it's only good if a) this 
> is a one-time load process, not a regular event, and b) you don't use 
> the ticket Starts date for anything.
> 
> Anyway, what we did is:
> 
> - In the upload file, put the 'resolved' date in the Starts field
> instead of Resolved.
> 
> - For each queue you are loading, create the following scrip:
> 
>      - Condition: On Resolve
>      - Action: User Defined
>      - Template: Global template: Blank
> 
>      In the scrip's  "Custom action preparation code:" box, put:
> 
>         return 0 unless $self->TicketObj->Starts;
> 
>      In the scrip's "Custom action cleanup code:" box, put:
> 
>         $self->TicketObj->SetResolved($self->TicketObj->Starts);
>         $self->TicketObj->SetStarts(' ');
> 
> So when these 'resolved' tickets are loaded, RT will first create then
> resolve them. When it resolves them, the scrip will cause it to immediately
> update the resolved date to what you put in the Starts date. It will then
> clear out the Starts date.
> 
> As I say, this really is only useful for a one-time load, for a queue 
> that isn't "live" yet. You wouldn't want this scrip to be active when 
> you are working with tickets day-to-day.
> 
> Steve
> 
> 
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT Information Services and Technology (IS&T)
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From asallade at PTSOWA.ORG  Wed Apr  9 12:29:55 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Wed, 9 Apr 2008 09:29:55 -0700
Subject: [rt-users] imports with the offline tool not taking resolved
	date
In-Reply-To: <47FCED6B.5090209@lbl.gov>
References: <33DEE66ED2E72346ABC638427A7701404BF3D6@PTSOEXCHANGE.PTSOWA.ORG>
	<6.2.3.4.2.20080409092506.04a226e0@po14.mit.edu>
	<47FCED6B.5090209@lbl.gov>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF402@PTSOEXCHANGE.PTSOWA.ORG>

I hacked the CreateTicket code. At the end of the subroutine it updates
dependencies for any links specified in the import template, then sets
the Status a second time. It does this because there may be unresolved
dependencies. Since none of the tickets we are importing have
dependencies, I commented out the second Status update in that section.

We now have Status = resolved  and a Resolved date that is correct (not
== Now())

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Wednesday, April 09, 2008 9:23 AM
To: Stephen Turner
Cc: Aaron Sallade; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] imports with the offline tool not taking
resolved date

Stephen, Aaron,


	You could also just import them into a special queue (or have
some 
other way of identifying them), then run a bulk update on them. After 
that, you could put them wherever you want. That might be easier than 
creating, testing, and then disableiing a scrip.

Kenn
LBNL

On 4/9/2008 6:25 AM, Stephen Turner wrote:
> At Tuesday 4/8/2008 07:29 PM, Aaron Sallade wrote:
>> The offline tool sets the Closed/Resolved timestamp to Now, instead 
>> of taking the value from the import file. Any known work arounds?
>>
> This is happening for tickets marked 'resolved' in the import file, 
> right? It appears that RT will set the resolved date to Now when it 
> sets the status to resolved, overriding any value you specify in the
file.
> 
> We came up with a kludgey workaround, but it's only good if a) this 
> is a one-time load process, not a regular event, and b) you don't use 
> the ticket Starts date for anything.
> 
> Anyway, what we did is:
> 
> - In the upload file, put the 'resolved' date in the Starts field
> instead of Resolved.
> 
> - For each queue you are loading, create the following scrip:
> 
>      - Condition: On Resolve
>      - Action: User Defined
>      - Template: Global template: Blank
> 
>      In the scrip's  "Custom action preparation code:" box, put:
> 
>         return 0 unless $self->TicketObj->Starts;
> 
>      In the scrip's "Custom action cleanup code:" box, put:
> 
>         $self->TicketObj->SetResolved($self->TicketObj->Starts);
>         $self->TicketObj->SetStarts(' ');
> 
> So when these 'resolved' tickets are loaded, RT will first create then
> resolve them. When it resolves them, the scrip will cause it to
immediately
> update the resolved date to what you put in the Starts date. It will
then
> clear out the Starts date.
> 
> As I say, this really is only useful for a one-time load, for a queue 
> that isn't "live" yet. You wouldn't want this scrip to be active when 
> you are working with tickets day-to-day.
> 
> Steve
> 
> 
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT Information Services and Technology (IS&T)
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From KFCrocker at lbl.gov  Wed Apr  9 12:35:00 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 09 Apr 2008 09:35:00 -0700
Subject: [rt-users] question about watchers
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B0DA@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116B0DA@EXMAIL.protus.org>
Message-ID: <47FCF034.3060301@lbl.gov>

Nelson,


	What's the difference between dumping all tickets from a specific email 
address to an Unassigned (whatever that means) Queue to putting them in 
an assigned Queue? As to setting up notifications, that's should be 
relatively easy. There are plenty of example in RT: Essentials.

Kenn
LBNL

On 4/9/2008 9:07 AM, Nelson Pereira wrote:
> Not sure if this is the option I want, but here is what I need.
> 
>  
> 
> I have all emails from a specific Email address going to an UnAssigned 
> queue.
> 
> I need to set this up so that when I ticket is created in this queue, to 
> send a notification to a group of privileged users.
> 
> How could I do this?
> 
>  
> 
>  
> 
> *Nelson Pereira*
> Senior Network Administrator
> 
> Protus IP Solutions Inc.
> npereira at protus.com <mailto:npereira at protus.com>
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com <http://www.myfax.com>
> 
> Refer your friends and colleagues to MyFax!
> Click here for more information. 
> <http://www.myfax.com/referral_program.asp>
> 
> 	
> 
> www.MyFax.com <http://www.myfax.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 npereira at protus.com  Wed Apr  9 12:46:20 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 9 Apr 2008 12:46:20 -0400
Subject: [rt-users] question about watchers
In-Reply-To: <47FCF034.3060301@lbl.gov>
References: <21044E8C915A7E43B90A1056127160F116B0DA@EXMAIL.protus.org>
	<47FCF034.3060301@lbl.gov>
Message-ID: <21044E8C915A7E43B90A1056127160F116B0EE@EXMAIL.protus.org>

Well, the way I'm thinking is we will only have 2 emails.
1 for approvals (this queue "Approval" is assigned to the Network
Services Manager and he approves work to be done, but I'm not there
yet...)
1 for general support

Users or Agents send email to the general support email.
This get's put in the UnAssigned Queue.
All admins should get an email saying there is an new ticket created in
the UnAssigned queue.
An admin will assign the ticket to a specific queue.
The admin/s in charge of that specific queue, will get an email that
he/they have a ticket to work on.

Is this the right way to do this or is there a simpler way...?

We have to segregate queues per sections, and we have about 6 sections,
but I don't want 1 email per section...

Regards,
 
Nelson Pereira

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Wednesday, April 09, 2008 12:35 PM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] question about watchers

Nelson,


	What's the difference between dumping all tickets from a
specific email 
address to an Unassigned (whatever that means) Queue to putting them in 
an assigned Queue? As to setting up notifications, that's should be 
relatively easy. There are plenty of example in RT: Essentials.

Kenn
LBNL

On 4/9/2008 9:07 AM, Nelson Pereira wrote:
> Not sure if this is the option I want, but here is what I need.
> 
>  
> 
> I have all emails from a specific Email address going to an UnAssigned

> queue.
> 
> I need to set this up so that when I ticket is created in this queue,
to 
> send a notification to a group of privileged users.
> 
> How could I do this?
> 
>  
> 
>  
> 
> *Nelson Pereira*
> Senior Network Administrator
> 
> Protus IP Solutions Inc.
> npereira at protus.com <mailto:npereira at protus.com>
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com <http://www.myfax.com>
> 
> Refer your friends and colleagues to MyFax!
> Click here for more information. 
> <http://www.myfax.com/referral_program.asp>
> 
> 	
> 
> www.MyFax.com <http://www.myfax.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 asallade at PTSOWA.ORG  Wed Apr  9 12:58:43 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Wed, 9 Apr 2008 09:58:43 -0700
Subject: [rt-users] question about watchers
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B0EE@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116B0DA@EXMAIL.protus.org><47FCF034.3060301@lbl.gov>
	<21044E8C915A7E43B90A1056127160F116B0EE@EXMAIL.protus.org>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF414@PTSOEXCHANGE.PTSOWA.ORG>

Nelson,

I'm not sure how well it will work in your organization, but you may
want to structure things based more on a Service Delivery and Support
model, ala ITIL - 

Make a Queue named "Helpdesk" and have that be the default queue for all
tickets. By default they are assigned to "nobody". So you can make a
saved search on the homepage that views all Helpdesk tickets assigned to
nobody. Your "Helpdesk Staff" (whomever you decide should triage
tickets) can then go through, resolve any items that they can and set
the appropriate queue and priority on the remaining items.

Our queues are Helpdesk, Systems, Applications, and Projects. Set the
appropriate watchers on each queue.

If you don't have a dedicated Helpdesk or First Call person, then use
your emergency on call rotation to determine who is responsible for
triaging new tickets.

I have attached a copy of the process that my team uses for Helpdesk,
feel free to plagiarize it.

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Nelson Pereira [mailto:npereira at protus.com] 
Sent: Wednesday, April 09, 2008 9:46 AM
To: Kenneth Crocker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] question about watchers

Well, the way I'm thinking is we will only have 2 emails.
1 for approvals (this queue "Approval" is assigned to the Network
Services Manager and he approves work to be done, but I'm not there
yet...)
1 for general support

Users or Agents send email to the general support email.
This get's put in the UnAssigned Queue.
All admins should get an email saying there is an new ticket created in
the UnAssigned queue.
An admin will assign the ticket to a specific queue.
The admin/s in charge of that specific queue, will get an email that
he/they have a ticket to work on.

Is this the right way to do this or is there a simpler way...?

We have to segregate queues per sections, and we have about 6 sections,
but I don't want 1 email per section...

Regards,
 
Nelson Pereira

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Wednesday, April 09, 2008 12:35 PM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] question about watchers

Nelson,


	What's the difference between dumping all tickets from a
specific email 
address to an Unassigned (whatever that means) Queue to putting them in 
an assigned Queue? As to setting up notifications, that's should be 
relatively easy. There are plenty of example in RT: Essentials.

Kenn
LBNL

On 4/9/2008 9:07 AM, Nelson Pereira wrote:
> Not sure if this is the option I want, but here is what I need.
> 
>  
> 
> I have all emails from a specific Email address going to an UnAssigned

> queue.
> 
> I need to set this up so that when I ticket is created in this queue,
to 
> send a notification to a group of privileged users.
> 
> How could I do this?
> 
>  
> 
>  
> 
> *Nelson Pereira*
> Senior Network Administrator
> 
> Protus IP Solutions Inc.
> npereira at protus.com <mailto:npereira at protus.com>
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com <http://www.myfax.com>
> 
> Refer your friends and colleagues to MyFax!
> Click here for more information. 
> <http://www.myfax.com/referral_program.asp>
> 
> 	
> 
> www.MyFax.com <http://www.myfax.com>
> 
>  
> 
> 
>
------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

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

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
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From web at umich.edu  Wed Apr  9 13:08:17 2008
From: web at umich.edu (William Bulley)
Date: Wed, 9 Apr 2008 13:08:17 -0400
Subject: [rt-users] logging out of different browsers...
Message-ID: <20080409170817.GL44522@dell1>

I am seeing different (odd) behaviour when I log out of RT 3.6.5
using FireFox and Opera.  With FireFox 2.0.0.3, once logged into
RT, when I click on the "Logout" button, FireFox actually logs me
out of RT and I see the login screen (with the two username and
password boxes).

With Opera 9.2, when I do the same thing, I get a brief screen
including a string telling me that I logged out and a hotlink
stating that I can log in again if I want to, and then -- BAM!!!
I am immediately back to the previous session as though I had not
logged out at all!  In fact, short of exiting my Opera session,
there is no way I have found to actually log out of RT 3.6.5 using
Opera 9.2 -- what is going on here?

Regards,

web...

--
William Bulley                     Email: web at umich.edu



From npereira at protus.com  Wed Apr  9 13:20:04 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 9 Apr 2008 13:20:04 -0400
Subject: [rt-users] [BULK]  RE:  question about watchers
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF414@PTSOEXCHANGE.PTSOWA.ORG>
References: <21044E8C915A7E43B90A1056127160F116B0DA@EXMAIL.protus.org><47FCF034.3060301@lbl.gov>
	<21044E8C915A7E43B90A1056127160F116B0EE@EXMAIL.protus.org>
	<33DEE66ED2E72346ABC638427A7701404BF414@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <21044E8C915A7E43B90A1056127160F116B100@EXMAIL.protus.org>

Thanks Aaron, but this would not work for us as we don't have dedicated
staff to triage the tickets... Every net admin in network services has
the ability to put tickets in specific queues based on the ticket
itself.

Most tickets would be opened from them self and put in specific queues,
but in some cases, second line will opened tickets via email as they
wont have access to RT directly, only Net Admins will.

Regards,
 
Nelson Pereira

-----Original Message-----
From: Aaron Sallade [mailto:asallade at PTSOWA.ORG] 
Sent: Wednesday, April 09, 2008 12:59 PM
To: Nelson Pereira; Kenneth Crocker
Cc: rt-users at lists.bestpractical.com
Subject: [BULK] RE: [rt-users] question about watchers
Importance: Low

Nelson,

I'm not sure how well it will work in your organization, but you may
want to structure things based more on a Service Delivery and Support
model, ala ITIL - 

Make a Queue named "Helpdesk" and have that be the default queue for all
tickets. By default they are assigned to "nobody". So you can make a
saved search on the homepage that views all Helpdesk tickets assigned to
nobody. Your "Helpdesk Staff" (whomever you decide should triage
tickets) can then go through, resolve any items that they can and set
the appropriate queue and priority on the remaining items.

Our queues are Helpdesk, Systems, Applications, and Projects. Set the
appropriate watchers on each queue.

If you don't have a dedicated Helpdesk or First Call person, then use
your emergency on call rotation to determine who is responsible for
triaging new tickets.

I have attached a copy of the process that my team uses for Helpdesk,
feel free to plagiarize it.

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Nelson Pereira [mailto:npereira at protus.com] 
Sent: Wednesday, April 09, 2008 9:46 AM
To: Kenneth Crocker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] question about watchers

Well, the way I'm thinking is we will only have 2 emails.
1 for approvals (this queue "Approval" is assigned to the Network
Services Manager and he approves work to be done, but I'm not there
yet...)
1 for general support

Users or Agents send email to the general support email.
This get's put in the UnAssigned Queue.
All admins should get an email saying there is an new ticket created in
the UnAssigned queue.
An admin will assign the ticket to a specific queue.
The admin/s in charge of that specific queue, will get an email that
he/they have a ticket to work on.

Is this the right way to do this or is there a simpler way...?

We have to segregate queues per sections, and we have about 6 sections,
but I don't want 1 email per section...

Regards,
 
Nelson Pereira

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Wednesday, April 09, 2008 12:35 PM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] question about watchers

Nelson,


	What's the difference between dumping all tickets from a
specific email 
address to an Unassigned (whatever that means) Queue to putting them in 
an assigned Queue? As to setting up notifications, that's should be 
relatively easy. There are plenty of example in RT: Essentials.

Kenn
LBNL

On 4/9/2008 9:07 AM, Nelson Pereira wrote:
> Not sure if this is the option I want, but here is what I need.
> 
>  
> 
> I have all emails from a specific Email address going to an UnAssigned

> queue.
> 
> I need to set this up so that when I ticket is created in this queue,
to 
> send a notification to a group of privileged users.
> 
> How could I do this?
> 
>  
> 
>  
> 
> *Nelson Pereira*
> Senior Network Administrator
> 
> Protus IP Solutions Inc.
> npereira at protus.com <mailto:npereira at protus.com>
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com <http://www.myfax.com>
> 
> Refer your friends and colleagues to MyFax!
> Click here for more information. 
> <http://www.myfax.com/referral_program.asp>
> 
> 	
> 
> www.MyFax.com <http://www.myfax.com>
> 
>  
> 
> 
>
------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

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

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


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


From KFCrocker at lbl.gov  Wed Apr  9 13:38:32 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 09 Apr 2008 10:38:32 -0700
Subject: [rt-users] question about watchers
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B0EE@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116B0DA@EXMAIL.protus.org>
	<47FCF034.3060301@lbl.gov>
	<21044E8C915A7E43B90A1056127160F116B0EE@EXMAIL.protus.org>
Message-ID: <47FCFF18.2020900@lbl.gov>

Nelso,


	We have over 75 Queues dedicated toward Application support. No one 
works on a ticket until it is assigned. ALL our email requests go 
directly to what we call a "Request" Queue where it is reviewed, 
prioritized, and when appropriate, moved to the Queue where it will be 
worked (status = 'open') on. In the "Request" queue (this sounds like 
your unassigned queue), there are several analysts that do the review. 
Because it is a queue like any other queue, whenever a ticket is created 
there, our global notification for "Ticket Created" sends an email to 
the group of users that are given rights to THAT queue informing them 
that a ticket was created in their queue. The Queue AdminCc (one of the 
users that gets the notification) then assigns the ticket to someone or 
someone in THAT support group (XX-Tech_support where XX is the name of 
the queue) TAKES the ticket. We also have a global notification that 
emails the AdminCc of a queue when a ticket is MOVED to their queue. The 
creation of the notification scrips is relatively easy, once one follows 
the examples shown in RT:Essentials. You may have fewer queues, but the 
notification setup shouldn't be much different.

Kenn
LBNL

On 4/9/2008 9:46 AM, Nelson Pereira wrote:
> Well, the way I'm thinking is we will only have 2 emails.
> 1 for approvals (this queue "Approval" is assigned to the Network
> Services Manager and he approves work to be done, but I'm not there
> yet...)
> 1 for general support
> 
> Users or Agents send email to the general support email.
> This get's put in the UnAssigned Queue.
> All admins should get an email saying there is an new ticket created in
> the UnAssigned queue.
> An admin will assign the ticket to a specific queue.
> The admin/s in charge of that specific queue, will get an email that
> he/they have a ticket to work on.
> 
> Is this the right way to do this or is there a simpler way...?
> 
> We have to segregate queues per sections, and we have about 6 sections,
> but I don't want 1 email per section...
> 
> Regards,
>  
> Nelson Pereira
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Wednesday, April 09, 2008 12:35 PM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] question about watchers
> 
> Nelson,
> 
> 
> 	What's the difference between dumping all tickets from a
> specific email 
> address to an Unassigned (whatever that means) Queue to putting them in 
> an assigned Queue? As to setting up notifications, that's should be 
> relatively easy. There are plenty of example in RT: Essentials.
> 
> Kenn
> LBNL
> 
> On 4/9/2008 9:07 AM, Nelson Pereira wrote:
>> Not sure if this is the option I want, but here is what I need.
>>
>>  
>>
>> I have all emails from a specific Email address going to an UnAssigned
> 
>> queue.
>>
>> I need to set this up so that when I ticket is created in this queue,
> to 
>> send a notification to a group of privileged users.
>>
>> How could I do this?
>>
>>  
>>
>>  
>>
>> *Nelson Pereira*
>> Senior Network Administrator
>>
>> Protus IP Solutions Inc.
>> npereira at protus.com <mailto:npereira at protus.com>
>> phone: 613.733.0000 ext.528
>> MyFax: 613.822.5083
>> www.myfax.com <http://www.myfax.com>
>>
>> Refer your friends and colleagues to MyFax!
>> Click here for more information. 
>> <http://www.myfax.com/referral_program.asp>
>>
>> 	
>>
>> www.MyFax.com <http://www.myfax.com>
>>
>>  
>>
>>
>>
> ------------------------------------------------------------------------
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 



From KFCrocker at lbl.gov  Wed Apr  9 13:46:39 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 09 Apr 2008 10:46:39 -0700
Subject: [rt-users] [BULK]  RE:  question about watchers
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B100@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116B0DA@EXMAIL.protus.org>
	<47FCF034.3060301@lbl.gov>
	<21044E8C915A7E43B90A1056127160F116B0EE@EXMAIL.protus.org>
	<33DEE66ED2E72346ABC638427A7701404BF414@PTSOEXCHANGE.PTSOWA.ORG>
	<21044E8C915A7E43B90A1056127160F116B100@EXMAIL.protus.org>
Message-ID: <47FD00FF.6040607@lbl.gov>

Nelson,


	Try this. Setup a group that includes just the AdminCc's of each 
support queue. then, put them in the Watcher CC of the general 
(unassigned) queue. Setup a notification to email CC watchers when a 
ticket is created in the unassigned queue. Now, when a ticket is created 
in the unassigned queue, those that are the interested parties can look 
at the queue (give that "special" group the appropriate rights) and either
	a) Take the ticket they want and work on in in the unassigend queue to 
resolve, OR
	b) Move the ticket to the queue they use to work on tickets OR
	c) create a scrip that moves a ticket to the appropriate queue when the 
owner changes from nobody to somebody (whomever/whatever queue).
	Either way, with a little procedural design followed by appropriate 
scrip/template/privileges you can easilymake this work.


Kenn
LBNL

On 4/9/2008 10:20 AM, Nelson Pereira wrote:
> Thanks Aaron, but this would not work for us as we don't have dedicated
> staff to triage the tickets... Every net admin in network services has
> the ability to put tickets in specific queues based on the ticket
> itself.
> 
> Most tickets would be opened from them self and put in specific queues,
> but in some cases, second line will opened tickets via email as they
> wont have access to RT directly, only Net Admins will.
> 
> Regards,
>  
> Nelson Pereira
> 
> -----Original Message-----
> From: Aaron Sallade [mailto:asallade at PTSOWA.ORG] 
> Sent: Wednesday, April 09, 2008 12:59 PM
> To: Nelson Pereira; Kenneth Crocker
> Cc: rt-users at lists.bestpractical.com
> Subject: [BULK] RE: [rt-users] question about watchers
> Importance: Low
> 
> Nelson,
> 
> I'm not sure how well it will work in your organization, but you may
> want to structure things based more on a Service Delivery and Support
> model, ala ITIL - 
> 
> Make a Queue named "Helpdesk" and have that be the default queue for all
> tickets. By default they are assigned to "nobody". So you can make a
> saved search on the homepage that views all Helpdesk tickets assigned to
> nobody. Your "Helpdesk Staff" (whomever you decide should triage
> tickets) can then go through, resolve any items that they can and set
> the appropriate queue and priority on the remaining items.
> 
> Our queues are Helpdesk, Systems, Applications, and Projects. Set the
> appropriate watchers on each queue.
> 
> If you don't have a dedicated Helpdesk or First Call person, then use
> your emergency on call rotation to determine who is responsible for
> triaging new tickets.
> 
> I have attached a copy of the process that my team uses for Helpdesk,
> feel free to plagiarize it.
> 
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> "Shared Technology for Community Health"
> (206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> asallade at ptsowa.org
> 
> 
> -----Original Message-----
> From: Nelson Pereira [mailto:npereira at protus.com] 
> Sent: Wednesday, April 09, 2008 9:46 AM
> To: Kenneth Crocker
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] question about watchers
> 
> Well, the way I'm thinking is we will only have 2 emails.
> 1 for approvals (this queue "Approval" is assigned to the Network
> Services Manager and he approves work to be done, but I'm not there
> yet...)
> 1 for general support
> 
> Users or Agents send email to the general support email.
> This get's put in the UnAssigned Queue.
> All admins should get an email saying there is an new ticket created in
> the UnAssigned queue.
> An admin will assign the ticket to a specific queue.
> The admin/s in charge of that specific queue, will get an email that
> he/they have a ticket to work on.
> 
> Is this the right way to do this or is there a simpler way...?
> 
> We have to segregate queues per sections, and we have about 6 sections,
> but I don't want 1 email per section...
> 
> Regards,
>  
> Nelson Pereira
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Wednesday, April 09, 2008 12:35 PM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] question about watchers
> 
> Nelson,
> 
> 
> 	What's the difference between dumping all tickets from a
> specific email 
> address to an Unassigned (whatever that means) Queue to putting them in 
> an assigned Queue? As to setting up notifications, that's should be 
> relatively easy. There are plenty of example in RT: Essentials.
> 
> Kenn
> LBNL
> 
> On 4/9/2008 9:07 AM, Nelson Pereira wrote:
>> Not sure if this is the option I want, but here is what I need.
>>
>>  
>>
>> I have all emails from a specific Email address going to an UnAssigned
> 
>> queue.
>>
>> I need to set this up so that when I ticket is created in this queue,
> to 
>> send a notification to a group of privileged users.
>>
>> How could I do this?
>>
>>  
>>
>>  
>>
>> *Nelson Pereira*
>> Senior Network Administrator
>>
>> Protus IP Solutions Inc.
>> npereira at protus.com <mailto:npereira at protus.com>
>> phone: 613.733.0000 ext.528
>> MyFax: 613.822.5083
>> www.myfax.com <http://www.myfax.com>
>>
>> Refer your friends and colleagues to MyFax!
>> Click here for more information. 
>> <http://www.myfax.com/referral_program.asp>
>>
>> 	
>>
>> www.MyFax.com <http://www.myfax.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
> 



From asallade at PTSOWA.ORG  Wed Apr  9 14:09:59 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Wed, 9 Apr 2008 11:09:59 -0700
Subject: [rt-users] Urgent request for aid - Set created date on import?
In-Reply-To: <47FD00FF.6040607@lbl.gov>
References: <21044E8C915A7E43B90A1056127160F116B0DA@EXMAIL.protus.org>
	<47FCF034.3060301@lbl.gov>
	<21044E8C915A7E43B90A1056127160F116B0EE@EXMAIL.protus.org>
	<33DEE66ED2E72346ABC638427A7701404BF414@PTSOEXCHANGE.PTSOWA.ORG>
	<21044E8C915A7E43B90A1056127160F116B100@EXMAIL.protus.org>
	<47FD00FF.6040607@lbl.gov>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF430@PTSOEXCHANGE.PTSOWA.ORG>

Hi all,

We are down to the last little hurdle for an import of 20,000 tickets
from a commercial system. I need to be able to set the Created date, as
opposed to it showing as created Now(). I currently have the value in
"Starts" so if it can be done from a scrip it may work, otherwise a
direct db change may be the only way to go.

Ideas?

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org




From sturner at MIT.EDU  Wed Apr  9 14:19:39 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 09 Apr 2008 14:19:39 -0400
Subject: [rt-users] Urgent request for aid - Set created date on import?
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF430@PTSOEXCHANGE.PTSOWA .ORG>
References: <21044E8C915A7E43B90A1056127160F116B0DA@EXMAIL.protus.org>
	<47FCF034.3060301@lbl.gov>
	<21044E8C915A7E43B90A1056127160F116B0EE@EXMAIL.protus.org>
	<33DEE66ED2E72346ABC638427A7701404BF414@PTSOEXCHANGE.PTSOWA.ORG>
	<21044E8C915A7E43B90A1056127160F116B100@EXMAIL.protus.org>
	<47FD00FF.6040607@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BF430@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <6.2.3.4.2.20080409141650.04a80150@po14.mit.edu>


At Wednesday 4/9/2008 02:09 PM, Aaron Sallade wrote:
>Hi all,
>
>We are down to the last little hurdle for an import of 20,000 tickets
>from a commercial system. I need to be able to set the Created date, as
>opposed to it showing as created Now(). I currently have the value in
>"Starts" so if it can be done from a scrip it may work, otherwise a
>direct db change may be the only way to go.
>
>Ideas?

I'd say scrip or script - I don't believe you can modify the Created 
date through the web UI. As always, rather than direct database 
update, I'd recommend using the RT API and a Perl script, but in this 
case, you can probably get away with direct db update.

Steve 



From npereira at protus.com  Wed Apr  9 14:28:08 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 9 Apr 2008 14:28:08 -0400
Subject: [rt-users] [BULK]  RE:  question about watchers
In-Reply-To: <47FD00FF.6040607@lbl.gov>
References: <21044E8C915A7E43B90A1056127160F116B0DA@EXMAIL.protus.org>
	<47FCF034.3060301@lbl.gov>
	<21044E8C915A7E43B90A1056127160F116B0EE@EXMAIL.protus.org>
	<33DEE66ED2E72346ABC638427A7701404BF414@PTSOEXCHANGE.PTSOWA.ORG>
	<21044E8C915A7E43B90A1056127160F116B100@EXMAIL.protus.org>
	<47FD00FF.6040607@lbl.gov>
Message-ID: <21044E8C915A7E43B90A1056127160F116B13D@EXMAIL.protus.org>

Ok, thanks all, 

I seem to have a very hard time to grasp all of this for some strange
reason. I sat down with the Supervisor and he wants me to forget about
this for now, and simply work on the approvals queue.

So since this is not on topic, I will create a new thread.

Regards,
 
Nelson Pereira

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Wednesday, April 09, 2008 1:47 PM
To: Nelson Pereira
Cc: Aaron Sallade; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] [BULK] RE: question about watchers

Nelson,


	Try this. Setup a group that includes just the AdminCc's of each

support queue. then, put them in the Watcher CC of the general 
(unassigned) queue. Setup a notification to email CC watchers when a 
ticket is created in the unassigned queue. Now, when a ticket is created

in the unassigned queue, those that are the interested parties can look 
at the queue (give that "special" group the appropriate rights) and
either
	a) Take the ticket they want and work on in in the unassigend
queue to 
resolve, OR
	b) Move the ticket to the queue they use to work on tickets OR
	c) create a scrip that moves a ticket to the appropriate queue
when the 
owner changes from nobody to somebody (whomever/whatever queue).
	Either way, with a little procedural design followed by
appropriate 
scrip/template/privileges you can easilymake this work.


Kenn
LBNL


From KFCrocker at lbl.gov  Wed Apr  9 14:37:06 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 09 Apr 2008 11:37:06 -0700
Subject: [rt-users] Urgent request for aid - Set created date on import?
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF430@PTSOEXCHANGE.PTSOWA.ORG>
References: <21044E8C915A7E43B90A1056127160F116B0DA@EXMAIL.protus.org>
	<47FCF034.3060301@lbl.gov>
	<21044E8C915A7E43B90A1056127160F116B0EE@EXMAIL.protus.org>
	<33DEE66ED2E72346ABC638427A7701404BF414@PTSOEXCHANGE.PTSOWA.ORG>
	<21044E8C915A7E43B90A1056127160F116B100@EXMAIL.protus.org>
	<47FD00FF.6040607@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BF430@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <47FD0CD2.1010903@lbl.gov>

Aaron,


	As I mentioned earlier, why not just do a "Bulk Update" after the 
download and let RT do it? It's safer than messing with code or messing 
with the DB outside of RT. Just a thought.


Kenn
LBNL

On 4/9/2008 11:09 AM, Aaron Sallade wrote:
> Hi all,
> 
> We are down to the last little hurdle for an import of 20,000 tickets
> from a commercial system. I need to be able to set the Created date, as
> opposed to it showing as created Now(). I currently have the value in
> "Starts" so if it can be done from a scrip it may work, otherwise a
> direct db change may be the only way to go.
> 
> Ideas?
> 
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> "Shared Technology for Community Health"
> (206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> asallade at ptsowa.org
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From KFCrocker at lbl.gov  Wed Apr  9 14:40:04 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 09 Apr 2008 11:40:04 -0700
Subject: [rt-users] Urgent request for aid - Set created date on import?
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF430@PTSOEXCHANGE.PTSOWA.ORG>
References: <21044E8C915A7E43B90A1056127160F116B0DA@EXMAIL.protus.org>
	<47FCF034.3060301@lbl.gov>
	<21044E8C915A7E43B90A1056127160F116B0EE@EXMAIL.protus.org>
	<33DEE66ED2E72346ABC638427A7701404BF414@PTSOEXCHANGE.PTSOWA.ORG>
	<21044E8C915A7E43B90A1056127160F116B100@EXMAIL.protus.org>
	<47FD00FF.6040607@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BF430@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <47FD0D84.3040807@lbl.gov>

Aaron,


	OPPS! Sorry, I didn't realize that created was off-limits in the bulk 
update. Bad assumption on my part. I go for SQL code. easier to do it in 
the DB and that way you don't have to wonder what RT is gonna do in 
other places or whatever.


Kenn
LBNL

On 4/9/2008 11:09 AM, Aaron Sallade wrote:
> Hi all,
> 
> We are down to the last little hurdle for an import of 20,000 tickets
> from a commercial system. I need to be able to set the Created date, as
> opposed to it showing as created Now(). I currently have the value in
> "Starts" so if it can be done from a scrip it may work, otherwise a
> direct db change may be the only way to go.
> 
> Ideas?
> 
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> "Shared Technology for Community Health"
> (206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> asallade at ptsowa.org
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From npereira at protus.com  Wed Apr  9 14:48:13 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 9 Apr 2008 14:48:13 -0400
Subject: [rt-users] Approval queue for network changes
Message-ID: <21044E8C915A7E43B90A1056127160F116B14F@EXMAIL.protus.org>

Hi,

 

OK, I've read the wiki on Creating Approvals In RT and
ManualApprovals...

Although I have a hard time figuring out what needs to be done.

 

The Manager wants the ability for his staff to send emails to nsapprove 

And for him to receive a notification for this email that gets put in
the ___Approvals queue.

 

So I enabled the ___Approvals queue, but when we send an email to it, he
gets notified as he's a watcher, 

But he does not know (or even I) what to do next... There is no Approve
button or what have you...

 

So what is the function exactly of the ___Approvals queue?

The templates and scripts are already there by default so I thought this
would work right out of the box, but does not seem so.

 

Is there a detailed howto on creating this type of approvals?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From KFCrocker at lbl.gov  Wed Apr  9 14:53:11 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 09 Apr 2008 11:53:11 -0700
Subject: [rt-users] [BULK]  RE:  question about watchers
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B13D@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116B0DA@EXMAIL.protus.org>
	<47FCF034.3060301@lbl.gov>
	<21044E8C915A7E43B90A1056127160F116B0EE@EXMAIL.protus.org>
	<33DEE66ED2E72346ABC638427A7701404BF414@PTSOEXCHANGE.PTSOWA.ORG>
	<21044E8C915A7E43B90A1056127160F116B100@EXMAIL.protus.org>
	<47FD00FF.6040607@lbl.gov>
	<21044E8C915A7E43B90A1056127160F116B13D@EXMAIL.protus.org>
Message-ID: <47FD1097.2070408@lbl.gov>

Nelson,


	Not to discourage you but, many have tried to get "Approvals" to work 
in RT and have failed. That's why we created our "Requests" queue. We 
use it like an "Approvals" queue, but we can control how it acts (and 
the privileges) more easily than the RT version.

Kenn
LBNL

On 4/9/2008 11:28 AM, Nelson Pereira wrote:
> Ok, thanks all, 
> 
> I seem to have a very hard time to grasp all of this for some strange
> reason. I sat down with the Supervisor and he wants me to forget about
> this for now, and simply work on the approvals queue.
> 
> So since this is not on topic, I will create a new thread.
> 
> Regards,
>  
> Nelson Pereira
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Wednesday, April 09, 2008 1:47 PM
> To: Nelson Pereira
> Cc: Aaron Sallade; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] [BULK] RE: question about watchers
> 
> Nelson,
> 
> 
> 	Try this. Setup a group that includes just the AdminCc's of each
> 
> support queue. then, put them in the Watcher CC of the general 
> (unassigned) queue. Setup a notification to email CC watchers when a 
> ticket is created in the unassigned queue. Now, when a ticket is created
> 
> in the unassigned queue, those that are the interested parties can look 
> at the queue (give that "special" group the appropriate rights) and
> either
> 	a) Take the ticket they want and work on in in the unassigend
> queue to 
> resolve, OR
> 	b) Move the ticket to the queue they use to work on tickets OR
> 	c) create a scrip that moves a ticket to the appropriate queue
> when the 
> owner changes from nobody to somebody (whomever/whatever queue).
> 	Either way, with a little procedural design followed by
> appropriate 
> scrip/template/privileges you can easilymake this work.
> 
> 
> Kenn
> LBNL
> 



From asallade at PTSOWA.ORG  Wed Apr  9 14:56:45 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Wed, 9 Apr 2008 11:56:45 -0700
Subject: [rt-users] Urgent request for aid - Set created date on
	import?SOLVED
In-Reply-To: <47FD0D84.3040807@lbl.gov>
References: <21044E8C915A7E43B90A1056127160F116B0DA@EXMAIL.protus.org>
	<47FCF034.3060301@lbl.gov>
	<21044E8C915A7E43B90A1056127160F116B0EE@EXMAIL.protus.org>
	<33DEE66ED2E72346ABC638427A7701404BF414@PTSOEXCHANGE.PTSOWA.ORG>
	<21044E8C915A7E43B90A1056127160F116B100@EXMAIL.protus.org>
	<47FD00FF.6040607@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BF430@PTSOEXCHANGE.PTSOWA.ORG>
	<47FD0D84.3040807@lbl.gov>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF445@PTSOEXCHANGE.PTSOWA.ORG>

Thanks all,

Were going to do it at the SQL level. Thanks for the help.

-Aaron


From KFCrocker at lbl.gov  Wed Apr  9 15:02:12 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 09 Apr 2008 12:02:12 -0700
Subject: [rt-users] CF question
Message-ID: <47FD12B4.6000801@lbl.gov>

To all,


	I have a Custom Field that has a user id as it's value. I need to pull 
the email address for that user and use it as the "To:" address in a 
template. I suppose I could have just put the user id's email address in 
the CF and I may end up doinf that, but I'd like this idea to work, if 
possible. Any ideas? Thanks.


Kenn
LBNL



From sturner at MIT.EDU  Wed Apr  9 15:05:20 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 09 Apr 2008 15:05:20 -0400
Subject: [rt-users] CF question
In-Reply-To: <47FD12B4.6000801@lbl.gov>
References: <47FD12B4.6000801@lbl.gov>
Message-ID: <6.2.3.4.2.20080409150439.04aa7938@po14.mit.edu>

At Wednesday 4/9/2008 03:02 PM, Kenneth Crocker wrote:
>To all,
>
>
>         I have a Custom Field that has a user id as it's value. I 
> need to pull
>the email address for that user and use it as the "To:" address in a
>template. I suppose I could have just put the user id's email address in
>the CF and I may end up doinf that, but I'd like this idea to work, if
>possible. Any ideas? Thanks.
>
>
>Kenn
>LBNL

Kenn,

You can put code in the template to grab the user's email address, 
based on the content of the custom field.

Steve 



From Dominic.Lepiane at ptgrey.com  Wed Apr  9 15:33:32 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Wed, 9 Apr 2008 12:33:32 -0700
Subject: [rt-users] Upgrade to 3.6.6, queue tickets have broken links
Message-ID: <CBBF65F82D50294190C8F76CA26746426FF8E41D@rosser.pointgrey.local>

Dear RT Users,

I have a couple problems so far after having upgraded to RT 3.6.6:
1 ) The BestPractical logo is a bad link:
img src="//NoAuth/images//bplogo.gif"
2 ) If I click on a queue, all the tickets returned in that search are bad links like this:
a href="//Ticket/Display.html?id=60428"

I was not at all involved in the old setup / config of RT and the person who was and who had done the previous upgrades in long gone so I know some of you will shudder when I talk about my setup and yes, I know I'm a harsh n00b and my predacessor more so, but here's what we got:

Current / Old setup (the "live" setup) on an Fedora Core 1 box named "rt".  It is running RT 3.0.11 (yes, old) and it is configured to run as fast CGI under the subdirectory "rt", so it is in http://rt/rt.

To move RT to a new server, I am also updating to 3.6.6 in the process.  So the new setup is an RHEL 5 box named "rt-test".  It is supposed to be running 3.6.6 and configured with mod_perl and a VirtualHost instead of FastCGI (which was giving me a lot of grief).

To get where I got so far, I dumped the old db with mysqldump from the old server, pushed it on to the new server.  Then unpacked the rt-3.6.6 tarball doing make testdeps and make install *not* using any files from the old installation as per the upgrade documentation.  Then I just created a new RT_SiteConfig to taste, created the virtual host in Apache, and that's where I got to.

So some things do work.  I can login with my old user account, I can open tickets on my summary page.  The pages seem to load pretty slow, but I think that is just because the browser is trying to pull a logo from "http://noauth/images//bplogo.gif", hence, this is the first issue I noticed.  For the other issue, if I just click any of the queues I have listed, the links for all the tickets are all just wrong.  Any queue, any ticket.  Yet if I search of one of the ticket numbers I see in the queue, I get redirected correctly.


What have I done wrong?  Should I dump my mod_perl/virtual host config and try to get FastCGI working?  Is there something I can fix in my SiteConfig?


Thanks in advance for any advice or direction,

Dominic Lepiane
Network Administrator
Point Grey Research
+1 604 730 9937 ext 283


From Dominic.Lepiane at ptgrey.com  Wed Apr  9 16:05:32 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Wed, 9 Apr 2008 13:05:32 -0700
Subject: [rt-users] Upgrade to 3.6.6, slow loading time
In-Reply-To: <CBBF65F82D50294190C8F76CA26746426FF8E41D@rosser.pointgrey.local>
References: <CBBF65F82D50294190C8F76CA26746426FF8E41D@rosser.pointgrey.local>
Message-ID: <CBBF65F82D50294190C8F76CA26746426FF8E421@rosser.pointgrey.local>

> -----Original Message-----
> Sent: Wednesday, April 09, 2008 12:34 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Upgrade to 3.6.6, queue tickets have broken links
>
> Dear RT Users,
>
> I have a couple problems so far after having upgraded to RT 3.6.6:
> 1 ) The BestPractical logo is a bad link:
> img src="//NoAuth/images//bplogo.gif"
> 2 ) If I click on a queue, all the tickets returned in that
> search are bad links like this:
> a href="//Ticket/Display.html?id=60428"

... Snip

The answer was, naturally, PEBCAK.  I had the WebPath set to "/" instead of "".

However, I have noticed that many pages, like if I go to a specific ticket, still take a very long time to load. ~10s.  This is a dual-Xeon-hyper-threaded 3.0 GHz box running RHEL 5 x86_64 with 4GB RAM, so opening a ticket should not take this long.  What have I done wrong this time?

Thanks in advance for any advice,

Dominic Lepiane


From KFCrocker at lbl.gov  Wed Apr  9 16:23:52 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 09 Apr 2008 13:23:52 -0700
Subject: [rt-users] Upgrade to 3.6.6, slow loading time
In-Reply-To: <CBBF65F82D50294190C8F76CA26746426FF8E421@rosser.pointgrey.local>
References: <CBBF65F82D50294190C8F76CA26746426FF8E41D@rosser.pointgrey.local>
	<CBBF65F82D50294190C8F76CA26746426FF8E421@rosser.pointgrey.local>
Message-ID: <47FD25D8.5050702@lbl.gov>

Dominic


	Check your privileges. If you have allowed global groups (Everyone, 
Privileged) a lot of ticket ownership & modify privileges, that will 
create a dramatic effect on how long it takes to load a ticket. I've 
found that the more users that have privileges to tickets in a queue, 
the longer it takes to load a ticket. Of course, it could also be some 
DB thing as well.


Kenn
LBNL

On 4/9/2008 1:05 PM, Dominic Lepiane wrote:
>> -----Original Message-----
>> Sent: Wednesday, April 09, 2008 12:34 PM
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] Upgrade to 3.6.6, queue tickets have broken links
>>
>> Dear RT Users,
>>
>> I have a couple problems so far after having upgraded to RT 3.6.6:
>> 1 ) The BestPractical logo is a bad link:
>> img src="//NoAuth/images//bplogo.gif"
>> 2 ) If I click on a queue, all the tickets returned in that
>> search are bad links like this:
>> a href="//Ticket/Display.html?id=60428"
> 
> ... Snip
> 
> The answer was, naturally, PEBCAK.  I had the WebPath set to "/" instead of "".
> 
> However, I have noticed that many pages, like if I go to a specific ticket, still take a very long time to load. ~10s.  This is a dual-Xeon-hyper-threaded 3.0 GHz box running RHEL 5 x86_64 with 4GB RAM, so opening a ticket should not take this long.  What have I done wrong this time?
> 
> Thanks in advance for any advice,
> 
> Dominic Lepiane
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From baloo at ursine.ca  Wed Apr  9 16:22:16 2008
From: baloo at ursine.ca (Paul Johnson)
Date: Wed, 9 Apr 2008 13:22:16 -0700
Subject: [rt-users] logging out of different browsers...
In-Reply-To: <20080409170817.GL44522@dell1>
References: <20080409170817.GL44522@dell1>
Message-ID: <200804091322.18812.baloo@ursine.ca>

On Wednesday 09 April 2008 10:08:17 am William Bulley wrote:

> With Opera 9.2, when I do the same thing, I get a brief screen
> including a string telling me that I logged out and a hotlink
> stating that I can log in again if I want to, and then -- BAM!!!
> I am immediately back to the previous session as though I had not
> logged out at all!  In fact, short of exiting my Opera session,
> there is no way I have found to actually log out of RT 3.6.5 using
> Opera 9.2 -- what is going on here?

Sounds like an Opera bug:  You would experience this if it's not managing 
cookies the way it's supposed to or managing it's cache properly.  In this 
case, the login cookie is either not being cleared when you explicitly log 
out; or Opera is caching dynamic pages, then blindly reading back from cache 
without doing any sort of sanity checking on whether or not cached data is 
still valid.

-- 
Paul Johnson
baloo at ursine.ca
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From mpfraser at mynetstream.com  Wed Apr  9 18:00:00 2008
From: mpfraser at mynetstream.com (Mark Fraser)
Date: Wed, 9 Apr 2008 18:00:00 -0400
Subject: [rt-users] What is the function of "Time Left" in the RT 3.6.6
	Ticket/Basic Menu?
Message-ID: <002501c89a8d$0e60a4a0$a606a8c0@servicexp>

Is there a correlation between "Left" in the Display Menu and the "Time
Left" in the Basic Menu.
I have not been able to fins any functionality for this in the code. What I
am looking for is a way to set a Default "time to respond" to a ticket and I
don't want to re-invent the wheel if the code already has this function.

Mark P. Fraser
Netstream
Visit us at http://www.mynetstream.com/

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From J.Treleaven at greenfieldethanol.com  Wed Apr  9 18:57:02 2008
From: J.Treleaven at greenfieldethanol.com (James Treleaven)
Date: Wed, 9 Apr 2008 18:57:02 -0400
Subject: [rt-users] LDAP_INVALID_CREDENTIALS error with 'ExternalAuth'
	extension
Message-ID: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>

I have installed the ExternalAuth extension (thanks Mike!) to try and
validate against my Active Directory server, but I am failing with the
following message in my apache error_log:

[Wed Apr  9 22:20:09 2008] [critical]: RT::User::_GetBoundLdapObj Can't
bind: LDAP_INVALID_CREDENTIALS 49
(/usr/local/rt3/lib/RT/User_Vendor.pm:1056)


This looked to me (and other messages on this list seemed to indicate)
that my problem was one of not providing a correct username/password
pair with which to connect to the AD server.  This seemed strange to me
because I was able to validate, on the same machine that is running RT,
against AD using the same username/password pair using ldapsearch.


So I had our AD admin configure AD to allow "Anonymous Binding".  Now I
am still getting the same error message as above, even though the
following use of ldapsearch binds against AD just fine with no
usercode/password provided:
   ldapsearch -b dc=comalc,dc=com -H ldap://redacted.comalc.com
"(objectclass=*)" -x

I suspect that I must have misconfigured ExternalAuth, so I have pasted
in my RT_SiteConfig.pm below.  Thanks in advance for any help.

James





---/etc/rt3/RT_SiteConfig.pm---
# Any configuration directives you include  here will override 
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm

Set( $rtname, 'greenfieldethanol.com');

# Set( $Organization , "example.com");

# Look into the zoneinfo database for valid values
(/usr/share/zoneinfo/)
Set( $Timezone , 'US/Eastern');

# Set( $WebBaseURL , "http://localhost");

Set( $WebPath , "/rt3");

Set($LogToSyslog, '');
Set($LogToFile, 'debug');
Set($LogDir, '/var/log/rt');
Set($LogToFileNamed , "rt.log");

# The order in which the services defined in ExternalSettings
# should be used to authenticate users. User is authenticated
# if successfully confirmed by any service - no more services
# are checked.
Set($ExternalAuthPriority,  ['My_LDAP']);

# The order in which the services defined in ExternalSettings
# should be used to get information about users. This includes
# RealName, Tel numbers etc, but also whether or not the user
# should be considered disabled. 
# Once user info is found, no more services are checked.
Set($ExternalInfoPriority,  ['My_LDAP']);

# If this is set to true, then the relevant packages will
# be loaded to use SSL/TLS connections. At the moment,
# this just means "use Net::SSLeay;"
Set($ExternalServiceUsesSSLorTLS,    0);

# If this is set to 1, then users should be autocreated by RT
# as internal users if they fail to authenticate from an
# external service.
Set($AutoCreateNonExternalUsers,    0);

Set($ExternalSettings,      { # AN EXAMPLE LDAP SERVICE
'My_LDAP'       =>  {   ## GENERIC SECTION
                # The type of service (db/ldap/cookie) 
                'type'                      =>  'ldap',
                # Should the service be used for authentication?
                'auth'                      =>  1,
                # Should the service be used for information?
                'info'                      =>  1,
                # The server hosting the service
                'server'                    =>  'redacted.comalc.com',
                ## SERVICE-SPECIFIC SECTION
                # If you can bind to your LDAP server anonymously you
should 
                # remove the user and pass config lines, otherwise
specify them here:
                # 
                # The username RT should use to connect to the LDAP
server 
                'user'                      =>  'redacted',
                # The password RT should use to connect to the LDAP
server
                'pass'                    =>  'redacted',
                #
                # The LDAP search base
                'base'                      =>  'ou=Organisational
Unit,dc=domain,dc=TLD',
                # The filter to use to match RT-Users
                'filter'                    =>  '(objectclass=*)',
                # The filter that will only match disabled users
                'd_filter'                  =>
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
                # Should we try to use TLS to encrypt connections?
                'tls'                       =>  0,
                # What other args should I pass to
Net::LDAP->new($host, at args)?
                'net_ldap_args'             => [    version =>  3   ],
                # Does authentication depend on group membership? What
group name?
                #'group'                     =>  'GROUP_NAME',
                # What is the attribute for the group object that
determines membership?
                #'group_attr'                =>  'GROUP_ATTR',
                ## RT ATTRIBUTE MATCHING SECTION
                # The list of RT attributes that uniquely identify a
user
                'attr_match_list' => [  'Name',
 
'EmailAddress',
 
'RealName',
 
'WorkPhone', 
 
'Address2'
 
],
                # The mapping of RT attributes on to LDAP attributes
                'attr_map'                  =>  {   'Name' =>
'sAMAccountName',
 
'EmailAddress' => 'mail',
 
'Organization' => 'physicalDeliveryOfficeName',
 
'RealName' => 'cn',
 
'ExternalAuthId' => 'sAMAccountName',
 
'Gecos' => 'sAMAccountName',
 
'WorkPhone' => 'telephoneNumber',
 
'Address1' => 'streetAddress',
 
'City' => 'l',
 
'State' => 'st',
 
'Zip' => 'postalCode',
 
'Country' => 'co'
 
}
 
}
}
);

1;


______________________________________________________________________
This email has been scanned for viruses and spam by the MessageLabs Email Security System.
______________________________________________________________________


From mike.peachey at jennic.com  Thu Apr 10 04:51:40 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 10 Apr 2008 09:51:40 +0100
Subject: [rt-users] LDAP_INVALID_CREDENTIALS error with 'ExternalAuth'
 extension
In-Reply-To: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>
References: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>
Message-ID: <47FDD51C.6060108@jennic.com>

James Treleaven wrote:
> I have installed the ExternalAuth extension (thanks Mike!) to try and
> validate against my Active Directory server, but I am failing with the
> following message in my apache error_log:
> 
> [Wed Apr  9 22:20:09 2008] [critical]: RT::User::_GetBoundLdapObj Can't
> bind: LDAP_INVALID_CREDENTIALS 49
> (/usr/local/rt3/lib/RT/User_Vendor.pm:1056)
> 
> 
> This looked to me (and other messages on this list seemed to indicate)
> that my problem was one of not providing a correct username/password
> pair with which to connect to the AD server.  This seemed strange to me
> because I was able to validate, on the same machine that is running RT,
> against AD using the same username/password pair using ldapsearch.
> 
> 
> So I had our AD admin configure AD to allow "Anonymous Binding".  Now I
> am still getting the same error message as above

When you set anonymous binding, did you remove the user and pass lines 
from the LDAP config? There's no reason I know of why anonymous 
shouldn't work so long as you don't specify those two lines.

As for doing it WITH the credentials it's possible we could be looking 
at a bug, but it's difficult for me to tell because I don't have a 
non-anonymous LDAP server to test against.

If you want to do any debugging yourself, you need to be looking at the 
_GetBoundLdapObj function in $RTHOME/local/lib/RT/User_Vendor.pm which 
is pretty small and just reads in the config as you've written it.

This is only a small suggestion, but is there any chance that Active 
Directory is expecting a username in the form DOMAIN\USERNAME rather 
than just username? That causes problems all over the place.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From sebastia at l00-bugdead-prods.de  Thu Apr 10 04:57:24 2008
From: sebastia at l00-bugdead-prods.de (Sebastian Reitenbach)
Date: Thu, 10 Apr 2008 10:57:24 +0200
Subject: [rt-users] problem with LDAP authentication after upgrading
Message-ID: <20080410085725.26E7BD366C@smtp.l00-bugdead-prods.de>

mike.peachey at jennic.com wrote: 
> Sebastian Reitenbach wrote:
> > I installed a fresh version on a new host, 
> > I ran configure 
> > I copied the old RT_SiteConfig.pm file to the new host
> 
> > however, when I try to login, it is not possible, and I see the 
following in the logs:
> 
> You don't say whether you have actually applied the User_Local.pm 
> overlay and the relevant Auth Callback that you originally installed to 
> get LDAP working in the first place.
> 
> I would start there.
That was the hint I needed. For some reason, my installation documentation 
was missing this part about the User_Local.pm file. Just copied it over from 
the old installation and the new one began to work as expected.

thanks a lot
Sebastian


> 
> -- 
> Kind Regards,
> 
> __________________________________________________
> 
> Mike Peachey, IT
> Tel: +44 114 281 2655
> Fax: +44 114 281 2951
> Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
> Comp Reg No: 3191371 - Registered In England
> http://www.jennic.com
> __________________________________________________
> 



From web at umich.edu  Thu Apr 10 07:28:40 2008
From: web at umich.edu (William Bulley)
Date: Thu, 10 Apr 2008 07:28:40 -0400
Subject: [rt-users] logging out of different browsers...
Message-ID: <20080410112840.GB52132@dell1>

According to Paul Johnson <baloo at ursine.ca>:
> 
> Sounds like an Opera bug:  You would experience this if it's not managing 
> cookies the way it's supposed to or managing it's cache properly.  In this 
> case, the login cookie is either not being cleared when you explicitly log 
> out; or Opera is caching dynamic pages, then blindly reading back from cache 
> without doing any sort of sanity checking on whether or not cached data is 
> still valid.

Thanks.  I'll try upgrading to the latest version of Opera and
try again to see if its fixed in that version.  Meanwhile, I'll
stick to using FireFox.

Regards,

web...

--
William Bulley                     Email: web at umich.edu



From J.Treleaven at greenfieldethanol.com  Thu Apr 10 09:12:05 2008
From: J.Treleaven at greenfieldethanol.com (James Treleaven)
Date: Thu, 10 Apr 2008 09:12:05 -0400
Subject: [rt-users] LDAP_INVALID_CREDENTIALS error with 'ExternalAuth'
	extension
In-Reply-To: <47FDD51C.6060108@jennic.com>
References: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>
	<47FDD51C.6060108@jennic.com>
Message-ID: <B41F1254D4818341A67879FB24319B68034CFE33@br-exchange1.comalc.com>

Mike Peachey wrote:
> When you set anonymous binding, did you remove the user and 
> pass lines from the LDAP config? There's no reason I know of 
> why anonymous shouldn't work so long as you don't specify 
> those two lines.

Err, no.  You are of course right.

I seem to be binding OK but I am not successfully logging into RT.  I
will get things working with Anonymous Binding turned on and then come
back later to sort out the binding with credentials.

Thanks Mike.

James

______________________________________________________________________
This email has been scanned for viruses and spam by the MessageLabs Email Security System.
______________________________________________________________________


From mike.peachey at jennic.com  Thu Apr 10 09:30:44 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 10 Apr 2008 14:30:44 +0100
Subject: [rt-users] LDAP_INVALID_CREDENTIALS error with 'ExternalAuth'
 extension
In-Reply-To: <B41F1254D4818341A67879FB24319B68034CFE33@br-exchange1.comalc.com>
References: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>	<47FDD51C.6060108@jennic.com>
	<B41F1254D4818341A67879FB24319B68034CFE33@br-exchange1.comalc.com>
Message-ID: <47FE1684.8000203@jennic.com>

James Treleaven wrote:
> Mike Peachey wrote:
>> When you set anonymous binding, did you remove the user and 
>> pass lines from the LDAP config? There's no reason I know of 
>> why anonymous shouldn't work so long as you don't specify 
>> those two lines.
> 
> Err, no.  You are of course right.
> 
> I seem to be binding OK but I am not successfully logging into RT.  I
> will get things working with Anonymous Binding turned on and then come
> back later to sort out the binding with credentials.

Good.

Though it seems you are not the only one with the INVALID_CREDENTIALS 
problem. I'm working on it, but slowly because I don't have a way to 
test it myself. Any and all feedback on this problem is most welcome.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From mike.peachey at jennic.com  Thu Apr 10 10:36:42 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 10 Apr 2008 15:36:42 +0100
Subject: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with
 'ExternalAuth' extension
In-Reply-To: <47FE1684.8000203@jennic.com>
References: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>	<47FDD51C.6060108@jennic.com>	<B41F1254D4818341A67879FB24319B68034CFE33@br-exchange1.comalc.com>
	<47FE1684.8000203@jennic.com>
Message-ID: <47FE25FA.6090500@jennic.com>

I've been working on this and I think I have the answer (although I know 
one person has already told me they tried it and didn't work for them.. 
perhaps there was some other issue there?).

I used this script to test against my Active Directory servers and found 
that, if you specify the windows domain in the "user" field as well as 
the username it will not only work with anonymous binding off.. but it 
should still work with anonymous binding on!

##################################################################

#!/usr/bin/perl

use Net::LDAP;
use Net::LDAP::Util qw(ldap_error_name);
use Data::Dumper;
use strict;

my $ldap_server = 'server';
my $ldap_user = 'DOMAIN\username';
my $ldap_pass = 'password';
my $ldap_args = [version=>3];

my $ldap = new Net::LDAP($ldap_server, @$ldap_args);

my $msg = $ldap->bind($ldap_user, password => $ldap_pass);

print(Dumper($msg));
print("\n");
print("LDAP MESSAGE: ");
print(ldap_error_name($msg->code));
print("\n");

##################################################################

To repeat myself.. you SHOULD be able to solve this problem by correctly 
specifying your username in the full domain\username format as specified 
by Active Directory.

e.g.
Domain = MYDOMAIN
Username = myaccount

'user'	=> 'MYDOMAIN\myaccount',


Also, be careful that you should be using single quotes and therefore 
ensuring that the backslash isn't interpreted as an escaping character.

Please let me know your results, people!
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From jeffrey_lee at harvard.edu  Thu Apr 10 12:33:15 2008
From: jeffrey_lee at harvard.edu (Jeffrey Lee)
Date: Thu, 10 Apr 2008 12:33:15 -0400
Subject: [rt-users] Having issues updating a ticket in RT3.6.4
Message-ID: <200804101633.m3AGXFdR013017@us25.unix.fas.harvard.edu>

Hi guys,

 

I'm having a problem updating tickets in RT. I just move our RT system over
to an https:// system and now each time I update a ticket, after I hit
submit it redirects me to a page that says http://
<http://"rt.domain":443/DisplayTicket> "rt.domain":443/DisplayTicket...  How
do I tell RT to redirect to https? Everything else seems to be working fine
except for commenting on tickets.

 

-Jeff

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From npereira at protus.com  Thu Apr 10 13:03:10 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 10 Apr 2008 13:03:10 -0400
Subject: [rt-users] Need help on an approval queue
Message-ID: <21044E8C915A7E43B90A1056127160F116B2CA@EXMAIL.protus.org>

Ok, I created an approval queue and need some special functions to
happen.

 

The workflow is like this:

 

1)       A network Services Admin sends an email which RT put's into the
approval queue.

2)       I have setup the script to create an approval ticket.

3)       Manager is to login and click on Approval link and approve the
ticket.

 

The problem I'm seeing here is that the manager needs to click on the
original ticket the admin created, then click on the Link'ed approval
ticket created, 

Then take ownership and open the ticket. Then he needs to go to the
approval Link on top to approve the approval ticket...?!?

 

This is way to many steps....

 

So how can I make a newly created ticket in the Approval Queue, setup
ownership of that ticket to the requestor.

Then have RT create an approval ticket and setup the ownership to the
manager and change the status to opened.

 

This way, the manager will get an email saying an approval ticket is
opened, he will login, click on Approval Link and approve the ticket....

 

Thanks

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From asallade at PTSOWA.ORG  Thu Apr 10 14:02:25 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Thu, 10 Apr 2008 11:02:25 -0700
Subject: [rt-users] Where are attachments stored?
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF4DE@PTSOEXCHANGE.PTSOWA.ORG>

I need to import attachments into our RT from our legacy system. How are
attachments stored in RT?

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

 

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From mike.peachey at jennic.com  Thu Apr 10 14:36:50 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 10 Apr 2008 19:36:50 +0100
Subject: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with
 'ExternalAuth' extension
In-Reply-To: <b56fd51e0804101056n7b54270dh910da2df4ea7cabe@mail.gmail.com>
References: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>	
	<47FDD51C.6060108@jennic.com>	
	<B41F1254D4818341A67879FB24319B68034CFE33@br-exchange1.comalc.com>	
	<47FE1684.8000203@jennic.com> <47FE25FA.6090500@jennic.com>
	<b56fd51e0804101056n7b54270dh910da2df4ea7cabe@mail.gmail.com>
Message-ID: <47FE5E42.2000109@jennic.com>

Pedro Lobo S. da Rocha wrote:
> Mike,
> 
> I change somethings on my configuration and it seems almost right. I am 
> now receiving the following log messages:
> 
 > 18. [Thu Apr 10 17:38:19 2008] [debug]: LDAP Search ===  Base: 
dc=DOMAIN,dc=com == Filter: (&(objectclass=*)(sAMAccountName=teste)) == 
Attrs: uid (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:890)
 > 19. [Thu Apr 10 17:38:19 2008] [info]: DISABLED user  teste per 
External Service (1, Disabled changed from (no value) to "1")
> 
> I don't know whats happening at line 19. Do you?
> 


Err... bugger! You've just found a bug.

I will fix this tomorrow morning when I get to work. The problem is that 
I hadn't programmed for the possibility of there being no d_filter, 
therefore, if you don't specify a d_filter (disable filter) it will 
consider ALL of your users disabled instead of none of them.

Whoops.

You can fix this temporarily in one of two ways:

1. Specify a disable filter.
2. Edit User_Vendor.pm manually.

HOWTO:

1. Since you're using Active Directory, the simplest way for you to sort 
this out is to use the Active Directory disable filter since I doubt 
there's any reason you would want someone to still be able to access RT 
if you've set their account to disabled in Active Directory.

To do this, add this line to your LDAP settings (add it under 'filter'):

'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)',


2. If you want to allow access to RT to users that have been disabled in 
Active Directory, change line 904 in $RTHOME/local/lib/RT/UserVendor.pm 
from this:

                $user_disabled = 1;
to this:
                $user_disabled = 0;

And it will then be overwritten with a fix once I update the code and 
release v0.06 tomorrow.

P.S. Please join the RT-Users mailing list and then CC 
rt-users at lists.bestpractical.com in any replies if you can so that 
others may benefit.
--
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From gleduc at mail.sdsu.edu  Thu Apr 10 14:45:58 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 10 Apr 2008 11:45:58 -0700
Subject: [rt-users] Where are attachments stored?
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF4DE@PTSOEXCHANGE.PTSOWA .ORG>
References: <33DEE66ED2E72346ABC638427A7701404BF4DE@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <6.2.1.2.2.20080410114123.023e9da0@mail.sdsu.edu>

Aaron, the attachments are stored in RT's database in a table called 
'Attachments'.  There is a field called 'Content' that holds the ones and 
zeros that make up the attachment.  I suspect that importing files into RT 
as ticket attachments will be a non-trivial exercise.

Regards,
Gene

At 11:02 AM 4/10/2008, Aaron Sallade wrote:
>I need to import attachments into our RT from our legacy system. How are 
>attachments stored in RT?
>
>Aaron Sallade'
>Application Manager
>PTSO of Washington
>"Shared Technology for Community Health"
>(206) 613-8938 Desk
>(206) 521-8833 Main
>(206) 613-5078 Fax
><mailto:asallade at ptsowa.org>asallade at ptsowa.org
>


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From KFCrocker at lbl.gov  Thu Apr 10 15:44:58 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 10 Apr 2008 12:44:58 -0700
Subject: [rt-users] Where are attachments stored?
In-Reply-To: <6.2.1.2.2.20080410114123.023e9da0@mail.sdsu.edu>
References: <33DEE66ED2E72346ABC638427A7701404BF4DE@PTSOEXCHANGE.PTSOWA.ORG>
	<6.2.1.2.2.20080410114123.023e9da0@mail.sdsu.edu>
Message-ID: <47FE6E3A.4020002@lbl.gov>

Gene, Aaron,


	Not only that, but the content is stored in various ways, depending on 
the CONTENTTYPE field (text, message, excell, etc.) AND if you have 
ORACLE, CONTENTCODING is not supported (at least up to 9). I built my 
own Data Dictionary on the ORACLE version of the RT DataBase so I would 
know what to do if I was gonna update the DB via SQL or something. 
Fooling around with creating or deleting records is more than a bit 
tricky external to RT tools. Like I didn't know that ALL users have a 
group id record JUST for their individual user ID. It is usually the 
User ID plus 1. Anyway, like Gene said, not a trivial exercise.

Kenn
LBNL

On 4/10/2008 11:45 AM, Gene LeDuc wrote:
> Aaron, the attachments are stored in RT's database in a table called 
> 'Attachments'.  There is a field called 'Content' that holds the ones 
> and zeros that make up the attachment.  I suspect that importing files 
> into RT as ticket attachments will be a non-trivial exercise.
> 
> Regards,
> Gene
> 
> At 11:02 AM 4/10/2008, Aaron Sallade wrote:
>> I need to import attachments into our RT from our legacy system. How 
>> are attachments stored in RT?
>>  
>> Aaron Sallade'
>> Application Manager
>> PTSO of Washington
>> /"Shared Technology for Community Health"
>> /(206) 613-8938 Desk
>> (206) 521-8833 Main
>> (206) 613-5078 Fax
>> asallade at ptsowa.org <mailto:asallade at ptsowa.org>
>>  
> 
> 
> -- 
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From KFCrocker at lbl.gov  Thu Apr 10 15:47:28 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 10 Apr 2008 12:47:28 -0700
Subject: [rt-users] Having issues updating a ticket in RT3.6.4
In-Reply-To: <200804101633.m3AGXFdR013017@us25.unix.fas.harvard.edu>
References: <200804101633.m3AGXFdR013017@us25.unix.fas.harvard.edu>
Message-ID: <47FE6ED0.20003@lbl.gov>

Jeffery,


	Sounds to me like you need to make a few changes to some settings in 
RT_SiteConfig.pm and maybe even a few other places as well.

Kenn
LBNL

On 4/10/2008 9:33 AM, Jeffrey Lee wrote:
> Hi guys,
> 
>  
> 
> I?m having a problem updating tickets in RT. I just move our RT system 
> over to an https:// system and now each time I update a ticket, after I 
> hit submit it redirects me to a page that says 
> http://?rt.domain?:443/DisplayTicket 
> <http://?rt.domain?:443/DisplayTicket>...  How do I tell RT to redirect 
> to https? Everything else seems to be working fine except for commenting 
> on tickets.
> 
>  
> 
> -Jeff
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 Apr 10 15:49:40 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 10 Apr 2008 12:49:40 -0700
Subject: [rt-users] Need help on an approval queue
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B2CA@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116B2CA@EXMAIL.protus.org>
Message-ID: <47FE6F54.2020802@lbl.gov>

Nelson,

	I hate to say it, but I told you so. HA. Just kidding (a little). I got 
WAY TOO frustrated dealing with it, especially the privileges, so like I 
said, we just created a Queue and made it act like an Approval queue. 
WAY easier to deal with.


Kenn
LBNL

On 4/10/2008 10:03 AM, Nelson Pereira wrote:
> Ok, I created an approval queue and need some special functions to happen.
> 
>  
> 
> The workflow is like this:
> 
>  
> 
> 1)       A network Services Admin sends an email which RT put?s into the 
> approval queue.
> 
> 2)       I have setup the script to create an approval ticket.
> 
> 3)       Manager is to login and click on Approval link and approve the 
> ticket.
> 
>  
> 
> The problem I?m seeing here is that the manager needs to click on the 
> original ticket the admin created, then click on the Link?ed approval 
> ticket created,
> 
> Then take ownership and open the ticket. Then he needs to go to the 
> approval Link on top to approve the approval ticket??!?
> 
>  
> 
> This is way to many steps?.
> 
>  
> 
> So how can I make a newly created ticket in the Approval Queue, setup 
> ownership of that ticket to the requestor.
> 
> Then have RT create an approval ticket and setup the ownership to the 
> manager and change the status to opened.
> 
>  
> 
> This way, the manager will get an email saying an approval ticket is 
> opened, he will login, click on Approval Link and approve the ticket?.
> 
>  
> 
> Thanks
> 
>  
> 
>  
> 
>  
> 
> *Nelson Pereira*
> Senior Network Administrator
> 
> Protus IP Solutions Inc.
> npereira at protus.com <mailto:npereira at protus.com>
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com <http://www.myfax.com>
> 
> Refer your friends and colleagues to MyFax!
> Click here for more information. 
> <http://www.myfax.com/referral_program.asp>
> 
> 	
> 
> www.MyFax.com <http://www.myfax.com>
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From ktm at rice.edu  Thu Apr 10 15:52:55 2008
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 10 Apr 2008 14:52:55 -0500
Subject: [rt-users] Need help on an approval queue
In-Reply-To: <47FE6F54.2020802@lbl.gov>
References: <21044E8C915A7E43B90A1056127160F116B2CA@EXMAIL.protus.org>
	<47FE6F54.2020802@lbl.gov>
Message-ID: <20080410195255.GH769@it.is.rice.edu>

Nelson,

I set it up following the instructions from the wiki and it works
per spec. It sounds like your create templates and notification
templates may be a bit out of whack. Do not give up.

Cheers,
Ken

On Thu, Apr 10, 2008 at 12:49:40PM -0700, Kenneth Crocker wrote:
> Nelson,
> 
> 	I hate to say it, but I told you so. HA. Just kidding (a little). I got 
> WAY TOO frustrated dealing with it, especially the privileges, so like I 
> said, we just created a Queue and made it act like an Approval queue. 
> WAY easier to deal with.
> 
> 
> Kenn
> LBNL
> 
> On 4/10/2008 10:03 AM, Nelson Pereira wrote:
> > Ok, I created an approval queue and need some special functions to happen.
> > 
> >  
> > 
> > The workflow is like this:
> > 
> >  
> > 
> > 1)       A network Services Admin sends an email which RT put?s into the 
> > approval queue.
> > 
> > 2)       I have setup the script to create an approval ticket.
> > 
> > 3)       Manager is to login and click on Approval link and approve the 
> > ticket.
> > 
> >  
> > 
> > The problem I?m seeing here is that the manager needs to click on the 
> > original ticket the admin created, then click on the Link?ed approval 
> > ticket created,
> > 
> > Then take ownership and open the ticket. Then he needs to go to the 
> > approval Link on top to approve the approval ticket??!?
> > 
> >  
> > 
> > This is way to many steps?.
> > 
> >  
> > 
> > So how can I make a newly created ticket in the Approval Queue, setup 
> > ownership of that ticket to the requestor.
> > 
> > Then have RT create an approval ticket and setup the ownership to the 
> > manager and change the status to opened.
> > 
> >  
> > 
> > This way, the manager will get an email saying an approval ticket is 
> > opened, he will login, click on Approval Link and approve the ticket?.
> > 
> >  
> > 
> > Thanks
> > 
> >  
> > 
> >  
> > 
> >  
> > 
> > *Nelson Pereira*
> > Senior Network Administrator
> > 
> > Protus IP Solutions Inc.
> > npereira at protus.com <mailto:npereira at protus.com>
> > phone: 613.733.0000 ext.528
> > MyFax: 613.822.5083
> > www.myfax.com <http://www.myfax.com>
> > 
> > Refer your friends and colleagues to MyFax!
> > Click here for more information. 
> > <http://www.myfax.com/referral_program.asp>
> > 
> > 	
> > 
> > www.MyFax.com <http://www.myfax.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 npereira at protus.com  Thu Apr 10 15:54:34 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 10 Apr 2008 15:54:34 -0400
Subject: [rt-users] Need help on an approval queue (coding custom action)
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B2CA@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116B2CA@EXMAIL.protus.org>
Message-ID: <21044E8C915A7E43B90A1056127160F116B35D@EXMAIL.protus.org>

Anyone can shed a light on how to do this?

 

My setup right now when someone sends an email to nschange, the ticket
gets created with owner nobody.

A second ticket gets created in the approval queue but with owner
RT_System. 

I need this second ticket to be owned by a specific user, and the status
changed to open.

 

This has to be a custom action but I don't know what code to add ...?!?

 

It there a list of all RT objects and what they are?

 

Regards,

 

Nelson Pereira

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: Thursday, April 10, 2008 1:03 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Need help on an approval queue

 

Ok, I created an approval queue and need some special functions to
happen.

 

The workflow is like this:

 

1)       A network Services Admin sends an email which RT put's into the
approval queue.

2)       I have setup the script to create an approval ticket.

3)       Manager is to login and click on Approval link and approve the
ticket.

 

The problem I'm seeing here is that the manager needs to click on the
original ticket the admin created, then click on the Link'ed approval
ticket created, 

Then take ownership and open the ticket. Then he needs to go to the
approval Link on top to approve the approval ticket...?!?

 

This is way to many steps....

 

So how can I make a newly created ticket in the Approval Queue, setup
ownership of that ticket to the requestor.

Then have RT create an approval ticket and setup the ownership to the
manager and change the status to opened.

 

This way, the manager will get an email saying an approval ticket is
opened, he will login, click on Approval Link and approve the ticket....

 

Thanks

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From npereira at protus.com  Thu Apr 10 15:57:29 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 10 Apr 2008 15:57:29 -0400
Subject: [rt-users] Need help on an approval queue
In-Reply-To: <20080410195255.GH769@it.is.rice.edu>
References: <21044E8C915A7E43B90A1056127160F116B2CA@EXMAIL.protus.org>
	<47FE6F54.2020802@lbl.gov> <20080410195255.GH769@it.is.rice.edu>
Message-ID: <21044E8C915A7E43B90A1056127160F116B363@EXMAIL.protus.org>

Can you point me to the link you used, cause I cannot get this to
work...

The ticket in the approval queue gets created, but the manager does not
see it as it's owned by RT_System and status is new.
So the manager needs to go to the original ticket and click on the
linked approval ticket, then open, and take ownership which is
ridiculous....

I only need the ticket in the approval to be assigned to a specific
owner and put status as opened...

Regards,
 
Nelson Pereira

-----Original Message-----
From: Kenneth Marshall [mailto:ktm at rice.edu] 
Sent: Thursday, April 10, 2008 3:53 PM
To: Kenneth Crocker
Cc: Nelson Pereira; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Need help on an approval queue

Nelson,

I set it up following the instructions from the wiki and it works
per spec. It sounds like your create templates and notification
templates may be a bit out of whack. Do not give up.

Cheers,
Ken

On Thu, Apr 10, 2008 at 12:49:40PM -0700, Kenneth Crocker wrote:
> Nelson,
> 
> 	I hate to say it, but I told you so. HA. Just kidding (a
little). I got 
> WAY TOO frustrated dealing with it, especially the privileges, so like
I 
> said, we just created a Queue and made it act like an Approval queue. 
> WAY easier to deal with.
> 
> 
> Kenn
> LBNL
> 
> On 4/10/2008 10:03 AM, Nelson Pereira wrote:
> > Ok, I created an approval queue and need some special functions to
happen.
> > 
> >  
> > 
> > The workflow is like this:
> > 
> >  
> > 
> > 1)       A network Services Admin sends an email which RT put?s into
the 
> > approval queue.
> > 
> > 2)       I have setup the script to create an approval ticket.
> > 
> > 3)       Manager is to login and click on Approval link and approve
the 
> > ticket.
> > 
> >  
> > 
> > The problem I?m seeing here is that the manager needs to click on
the 
> > original ticket the admin created, then click on the Link?ed
approval 
> > ticket created,
> > 
> > Then take ownership and open the ticket. Then he needs to go to the 
> > approval Link on top to approve the approval ticket??!?
> > 
> >  
> > 
> > This is way to many steps?.
> > 
> >  
> > 
> > So how can I make a newly created ticket in the Approval Queue,
setup 
> > ownership of that ticket to the requestor.
> > 
> > Then have RT create an approval ticket and setup the ownership to
the 
> > manager and change the status to opened.
> > 
> >  
> > 
> > This way, the manager will get an email saying an approval ticket is

> > opened, he will login, click on Approval Link and approve the
ticket?.
> > 
> >  
> > 
> > Thanks
> > 
> >  
> > 
> >  
> > 
> >  
> > 
> > *Nelson Pereira*
> > Senior Network Administrator
> > 
> > Protus IP Solutions Inc.
> > npereira at protus.com <mailto:npereira at protus.com>
> > phone: 613.733.0000 ext.528
> > MyFax: 613.822.5083
> > www.myfax.com <http://www.myfax.com>
> > 
> > Refer your friends and colleagues to MyFax!
> > Click here for more information. 
> > <http://www.myfax.com/referral_program.asp>
> > 
> > 	
> > 
> > www.MyFax.com <http://www.myfax.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 asallade at PTSOWA.ORG  Thu Apr 10 16:05:34 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Thu, 10 Apr 2008 13:05:34 -0700
Subject: [rt-users] Where are attachments stored?
In-Reply-To: <47FE6E3A.4020002@lbl.gov>
References: <33DEE66ED2E72346ABC638427A7701404BF4DE@PTSOEXCHANGE.PTSOWA.ORG>
	<6.2.1.2.2.20080410114123.023e9da0@mail.sdsu.edu>
	<47FE6E3A.4020002@lbl.gov>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF4F8@PTSOEXCHANGE.PTSOWA.ORG>

Hmm,

I wrote a script that can email the attachments to RT with the proper
Ticked ID format in the header, my concern is :

We just finished our import of data from the legacy system and have
about 15,000 tickets that are resolved, but do not have their
attachments added. If I add them via email, it will open the ticket.

If I can find out how to not change the status or the resolved date by
commenting out a portion of the code that handles ticket replies, then
it could work.

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Thursday, April 10, 2008 12:45 PM
To: Gene LeDuc
Cc: Aaron Sallade; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Where are attachments stored?

Gene, Aaron,


	Not only that, but the content is stored in various ways,
depending on 
the CONTENTTYPE field (text, message, excell, etc.) AND if you have 
ORACLE, CONTENTCODING is not supported (at least up to 9). I built my 
own Data Dictionary on the ORACLE version of the RT DataBase so I would 
know what to do if I was gonna update the DB via SQL or something. 
Fooling around with creating or deleting records is more than a bit 
tricky external to RT tools. Like I didn't know that ALL users have a 
group id record JUST for their individual user ID. It is usually the 
User ID plus 1. Anyway, like Gene said, not a trivial exercise.

Kenn
LBNL

On 4/10/2008 11:45 AM, Gene LeDuc wrote:
> Aaron, the attachments are stored in RT's database in a table called 
> 'Attachments'.  There is a field called 'Content' that holds the ones 
> and zeros that make up the attachment.  I suspect that importing files

> into RT as ticket attachments will be a non-trivial exercise.
> 
> Regards,
> Gene
> 
> At 11:02 AM 4/10/2008, Aaron Sallade wrote:
>> I need to import attachments into our RT from our legacy system. How 
>> are attachments stored in RT?
>>  
>> Aaron Sallade'
>> Application Manager
>> PTSO of Washington
>> /"Shared Technology for Community Health"
>> /(206) 613-8938 Desk
>> (206) 521-8833 Main
>> (206) 613-5078 Fax
>> asallade at ptsowa.org <mailto:asallade at ptsowa.org>
>>  
> 
> 
> -- 
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University
> 
> 
>
------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From gleduc at mail.sdsu.edu  Thu Apr 10 16:30:09 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 10 Apr 2008 13:30:09 -0700
Subject: [rt-users] Where are attachments stored?
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF4F8@PTSOEXCHANGE.PTSOWA .ORG>
References: <33DEE66ED2E72346ABC638427A7701404BF4DE@PTSOEXCHANGE.PTSOWA.ORG>
	<6.2.1.2.2.20080410114123.023e9da0@mail.sdsu.edu>
	<47FE6E3A.4020002@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BF4F8@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <6.2.1.2.2.20080410131854.023ee260@mail.sdsu.edu>

Hi Aaron,

Good call on the import method - that way RT gets to do all the grunt 
work.  Consider creating a scrip that fires when a ticket is reopened 
(status changes from resolved to open) and then (quietly) reset it to 
resolved.  Just enable the scrip when your external script is going to be 
e-mailing attachments to RT.  This ought to be pretty straightforward.  I 
would do the status reset using
    $self->TicketObj->_Set(Field=>'Status', Value=>'resolved', 
RecordTransaction=>0);
rather than
    $self->TicketObj->SetStatus('resolved');
to avoid triggering any "On Resolve" scrips.

Regards,
Gene

At 01:05 PM 4/10/2008, Aaron Sallade wrote:
>Hmm,
>
>I wrote a script that can email the attachments to RT with the proper
>Ticked ID format in the header, my concern is :
>
>We just finished our import of data from the legacy system and have
>about 15,000 tickets that are resolved, but do not have their
>attachments added. If I add them via email, it will open the ticket.
>
>If I can find out how to not change the status or the resolved date by
>commenting out a portion of the code that handles ticket replies, then
>it could work.
>
>Aaron Sallade'
>Application Manager
>PTSO of Washington
>"Shared Technology for Community Health"
>(206) 613-8938 Desk
>(206) 521-8833 Main
>(206) 613-5078 Fax
>asallade at ptsowa.org
>
>-----Original Message-----
>From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
>Sent: Thursday, April 10, 2008 12:45 PM
>To: Gene LeDuc
>Cc: Aaron Sallade; rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] Where are attachments stored?
>
>Gene, Aaron,
>
>
>         Not only that, but the content is stored in various ways,
>depending on
>the CONTENTTYPE field (text, message, excell, etc.) AND if you have
>ORACLE, CONTENTCODING is not supported (at least up to 9). I built my
>own Data Dictionary on the ORACLE version of the RT DataBase so I would
>know what to do if I was gonna update the DB via SQL or something.
>Fooling around with creating or deleting records is more than a bit
>tricky external to RT tools. Like I didn't know that ALL users have a
>group id record JUST for their individual user ID. It is usually the
>User ID plus 1. Anyway, like Gene said, not a trivial exercise.
>
>Kenn
>LBNL
>
>On 4/10/2008 11:45 AM, Gene LeDuc wrote:
> > Aaron, the attachments are stored in RT's database in a table called
> > 'Attachments'.  There is a field called 'Content' that holds the ones
> > and zeros that make up the attachment.  I suspect that importing files
>
> > into RT as ticket attachments will be a non-trivial exercise.
> >
> > Regards,
> > Gene
> >
> > At 11:02 AM 4/10/2008, Aaron Sallade wrote:
> >> I need to import attachments into our RT from our legacy system. How
> >> are attachments stored in RT?
> >>
> >> Aaron Sallade'
> >> Application Manager
> >> PTSO of Washington
> >> /"Shared Technology for Community Health"
> >> /(206) 613-8938 Desk
> >> (206) 521-8833 Main
> >> (206) 613-5078 Fax
> >> asallade at ptsowa.org <mailto:asallade at ptsowa.org>
> >>
> >
> >
> > --
> > Gene LeDuc, GSEC
> > Security Analyst
> > San Diego State University
> >
> >
> >
>------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com


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



From asallade at PTSOWA.ORG  Thu Apr 10 16:39:14 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Thu, 10 Apr 2008 13:39:14 -0700
Subject: [rt-users] Where are attachments stored?
In-Reply-To: <6.2.1.2.2.20080410131854.023ee260@mail.sdsu.edu>
References: <33DEE66ED2E72346ABC638427A7701404BF4DE@PTSOEXCHANGE.PTSOWA.ORG>
	<6.2.1.2.2.20080410114123.023e9da0@mail.sdsu.edu>
	<47FE6E3A.4020002@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BF4F8@PTSOEXCHANGE.PTSOWA.ORG>
	<6.2.1.2.2.20080410131854.023ee260@mail.sdsu.edu>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF502@PTSOEXCHANGE.PTSOWA.ORG>

My concern on that is the timestamp for Resolved and how it impacts
reporting :(

I am going to try to disable the scrips and see if it works.

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] 
Sent: Thursday, April 10, 2008 1:30 PM
To: Aaron Sallade
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Where are attachments stored?

Hi Aaron,

Good call on the import method - that way RT gets to do all the grunt 
work.  Consider creating a scrip that fires when a ticket is reopened 
(status changes from resolved to open) and then (quietly) reset it to 
resolved.  Just enable the scrip when your external script is going to
be 
e-mailing attachments to RT.  This ought to be pretty straightforward.
I 
would do the status reset using
    $self->TicketObj->_Set(Field=>'Status', Value=>'resolved', 
RecordTransaction=>0);
rather than
    $self->TicketObj->SetStatus('resolved');
to avoid triggering any "On Resolve" scrips.

Regards,
Gene

At 01:05 PM 4/10/2008, Aaron Sallade wrote:
>Hmm,
>
>I wrote a script that can email the attachments to RT with the proper
>Ticked ID format in the header, my concern is :
>
>We just finished our import of data from the legacy system and have
>about 15,000 tickets that are resolved, but do not have their
>attachments added. If I add them via email, it will open the ticket.
>
>If I can find out how to not change the status or the resolved date by
>commenting out a portion of the code that handles ticket replies, then
>it could work.
>
>Aaron Sallade'
>Application Manager
>PTSO of Washington
>"Shared Technology for Community Health"
>(206) 613-8938 Desk
>(206) 521-8833 Main
>(206) 613-5078 Fax
>asallade at ptsowa.org
>
>-----Original Message-----
>From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
>Sent: Thursday, April 10, 2008 12:45 PM
>To: Gene LeDuc
>Cc: Aaron Sallade; rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] Where are attachments stored?
>
>Gene, Aaron,
>
>
>         Not only that, but the content is stored in various ways,
>depending on
>the CONTENTTYPE field (text, message, excell, etc.) AND if you have
>ORACLE, CONTENTCODING is not supported (at least up to 9). I built my
>own Data Dictionary on the ORACLE version of the RT DataBase so I would
>know what to do if I was gonna update the DB via SQL or something.
>Fooling around with creating or deleting records is more than a bit
>tricky external to RT tools. Like I didn't know that ALL users have a
>group id record JUST for their individual user ID. It is usually the
>User ID plus 1. Anyway, like Gene said, not a trivial exercise.
>
>Kenn
>LBNL
>
>On 4/10/2008 11:45 AM, Gene LeDuc wrote:
> > Aaron, the attachments are stored in RT's database in a table called
> > 'Attachments'.  There is a field called 'Content' that holds the
ones
> > and zeros that make up the attachment.  I suspect that importing
files
>
> > into RT as ticket attachments will be a non-trivial exercise.
> >
> > Regards,
> > Gene
> >
> > At 11:02 AM 4/10/2008, Aaron Sallade wrote:
> >> I need to import attachments into our RT from our legacy system.
How
> >> are attachments stored in RT?
> >>
> >> Aaron Sallade'
> >> Application Manager
> >> PTSO of Washington
> >> /"Shared Technology for Community Health"
> >> /(206) 613-8938 Desk
> >> (206) 521-8833 Main
> >> (206) 613-5078 Fax
> >> asallade at ptsowa.org <mailto:asallade at ptsowa.org>
> >>
> >
> >
> > --
> > Gene LeDuc, GSEC
> > Security Analyst
> > San Diego State University
> >
> >
> >
>-----------------------------------------------------------------------
-
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com


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



From ktm at rice.edu  Thu Apr 10 17:07:11 2008
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 10 Apr 2008 16:07:11 -0500
Subject: [rt-users] Need help on an approval queue (coding custom	action)
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B35D@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116B2CA@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F116B35D@EXMAIL.protus.org>
Message-ID: <20080410210711.GK769@it.is.rice.edu>

Nelson,

Here is my "Create Change Control Approval" template:

===Create-Ticket: user1
Subject: New Pending Approval: {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: IT: Approvals
Type: approval
Owner: user1
Content: Greetings,

There is a new change control item pending your approval:

    "{$Tickets{'TOP'}->Subject}"

Please visit

    {$RT::WebURL}Approvals/

to approve or reject this ticket, or to batch-process all 
your pending approvals.
ENDOFCONTENT
===Create-Ticket: user2
Subject: New Pending Approval: {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: IT: Approvals
Type: approval
Owner: user2
Content: Greetings,

There is a new change control item pending your approval:

    "{$Tickets{'TOP'}->Subject}"

Please visit

    {$RT::WebURL}Approvals/

to approve or reject this ticket, or to batch-process all 
your pending approvals.
ENDOFCONTENT
...

This will create the approval tickets owned by the appropriate
users.

Ken

On Thu, Apr 10, 2008 at 03:54:34PM -0400, Nelson Pereira wrote:
> Anyone can shed a light on how to do this?
> 
>  
> 
> My setup right now when someone sends an email to nschange, the ticket
> gets created with owner nobody.
> 
> A second ticket gets created in the approval queue but with owner
> RT_System. 
> 
> I need this second ticket to be owned by a specific user, and the status
> changed to open.
> 
>  
> 
> This has to be a custom action but I don't know what code to add ...?!?
> 
>  
> 
> It there a list of all RT objects and what they are?
> 
>  
> 
> Regards,
> 
>  
> 
> Nelson Pereira
> 
> ________________________________
> 
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
> Pereira
> Sent: Thursday, April 10, 2008 1:03 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Need help on an approval queue
> 
>  
> 
> Ok, I created an approval queue and need some special functions to
> happen.
> 
>  
> 
> The workflow is like this:
> 
>  
> 
> 1)       A network Services Admin sends an email which RT put's into the
> approval queue.
> 
> 2)       I have setup the script to create an approval ticket.
> 
> 3)       Manager is to login and click on Approval link and approve the
> ticket.
> 
>  
> 
> The problem I'm seeing here is that the manager needs to click on the
> original ticket the admin created, then click on the Link'ed approval
> ticket created, 
> 
> Then take ownership and open the ticket. Then he needs to go to the
> approval Link on top to approve the approval ticket...?!?
> 
>  
> 
> This is way to many steps....
> 
>  
> 
> So how can I make a newly created ticket in the Approval Queue, setup
> ownership of that ticket to the requestor.
> 
> Then have RT create an approval ticket and setup the ownership to the
> manager and change the status to opened.
> 
>  
> 
> This way, the manager will get an email saying an approval ticket is
> opened, he will login, click on Approval Link and approve the ticket....
> 
>  
> 
> Thanks
> 
>  
> 
>  
> 
>  
> 
> Nelson Pereira 
> Senior Network Administrator 
> 
> Protus IP Solutions Inc. 
> npereira at protus.com 
> phone: 613.733.0000 ext.528 
> MyFax: 613.822.5083 
> www.myfax.com 
> 
> Refer your friends and colleagues to MyFax! 
> Click here for more information.
> <http://www.myfax.com/referral_program.asp>  
> 
>   <http://www.myfax.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 J.Treleaven at greenfieldethanol.com  Thu Apr 10 17:21:20 2008
From: J.Treleaven at greenfieldethanol.com (James Treleaven)
Date: Thu, 10 Apr 2008 17:21:20 -0400
Subject: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with
	'ExternalAuth' extension
In-Reply-To: <47FE25FA.6090500@jennic.com>
References: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>	<47FDD51C.6060108@jennic.com>	<B41F1254D4818341A67879FB24319B68034CFE33@br-exchange1.comalc.com>
	<47FE1684.8000203@jennic.com> <47FE25FA.6090500@jennic.com>
Message-ID: <B41F1254D4818341A67879FB24319B68034CFE40@br-exchange1.comalc.com>

Mike Peachey wrote:
> Please let me know your results, people!

I have run it twice, once with anonymous binding enabled and once with
it disabled.  I am afraid I got the same results both times:

The username/password pair that I specified in the script are fine,
however.  It is my admin usercode, which I used to log into the server
and run the Active Directory admin applications.

------
[root at mi-tickets work]# perl mike.pm 
$VAR1 = bless( {
                 'parent' => bless( {
                                      'net_ldap_version' => 3,
                                      'net_ldap_scheme' => 'ldap',
                                      'net_ldap_debug' => 0,
                                      'net_ldap_socket' => bless(
\*Symbol::GEN0, 'IO::Socket::INET' ),
                                      'net_ldap_host' =>
'redacted.comalc.com',
                                      'net_ldap_uri' =>
'redacted.comalc.com',
                                      'net_ldap_resp' => {},
                                      'net_ldap_mesg' => {},
                                      'net_ldap_async' => 0,
                                      'net_ldap_port' => 389,
                                      'net_ldap_refcnt' => 1
                                    }, 'Net::LDAP' ),
                 'errorMessage' => '',
                 'ctrl_hash' => undef,
                 'resultCode' => 0,
                 'callback' => undef,
                 'mesgid' => 1,
                 'matchedDN' => '',
                 'controls' => undef,
                 'raw' => undef
               }, 'Net::LDAP::Bind' );

LDAP MESSAGE: LDAP_PP_PASSWORD_EXPIRED
------

______________________________________________________________________
This email has been scanned for viruses and spam by the MessageLabs Email Security System.
______________________________________________________________________


From boeheim at slac.stanford.edu  Thu Apr 10 17:27:23 2008
From: boeheim at slac.stanford.edu (Chuck Boeheim)
Date: Thu, 10 Apr 2008 14:27:23 -0700
Subject: [rt-users] Where are attachments stored?
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF502@PTSOEXCHANGE.PTSOWA.ORG>
References: <33DEE66ED2E72346ABC638427A7701404BF4DE@PTSOEXCHANGE.PTSOWA.ORG>
	<6.2.1.2.2.20080410114123.023e9da0@mail.sdsu.edu>
	<47FE6E3A.4020002@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BF4F8@PTSOEXCHANGE.PTSOWA.ORG>
	<6.2.1.2.2.20080410131854.023ee260@mail.sdsu.edu>
	<33DEE66ED2E72346ABC638427A7701404BF502@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <E559F9E7-34B4-441B-9259-E842FA35B4A8@slac.stanford.edu>

Why not just update them as a comment, which will not re-open the
ticket?

Alternately, you could just disable the global scrip that
re-opens the tickets while you reload.
-Chuck Boeheim, SLAC

On Apr 10, 2008, at 1:39 PM, Aaron Sallade wrote:
> My concern on that is the timestamp for Resolved and how it impacts
> reporting :(
>
> I am going to try to disable the scrips and see if it works.
>
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> "Shared Technology for Community Health"
> (206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> asallade at ptsowa.org
>
>
> -----Original Message-----
> From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu]
> Sent: Thursday, April 10, 2008 1:30 PM
> To: Aaron Sallade
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Where are attachments stored?
>
> Hi Aaron,
>
> Good call on the import method - that way RT gets to do all the grunt
> work.  Consider creating a scrip that fires when a ticket is reopened
> (status changes from resolved to open) and then (quietly) reset it to
> resolved.  Just enable the scrip when your external script is going to
> be
> e-mailing attachments to RT.  This ought to be pretty straightforward.
> I
> would do the status reset using
>    $self->TicketObj->_Set(Field=>'Status', Value=>'resolved',
> RecordTransaction=>0);
> rather than
>    $self->TicketObj->SetStatus('resolved');
> to avoid triggering any "On Resolve" scrips.
>
> Regards,
> Gene
>
> At 01:05 PM 4/10/2008, Aaron Sallade wrote:
>> Hmm,
>>
>> I wrote a script that can email the attachments to RT with the proper
>> Ticked ID format in the header, my concern is :
>>
>> We just finished our import of data from the legacy system and have
>> about 15,000 tickets that are resolved, but do not have their
>> attachments added. If I add them via email, it will open the ticket.
>>
>> If I can find out how to not change the status or the resolved date  
>> by
>> commenting out a portion of the code that handles ticket replies,  
>> then
>> it could work.
>>
>> Aaron Sallade'
>> Application Manager
>> PTSO of Washington
>> "Shared Technology for Community Health"
>> (206) 613-8938 Desk
>> (206) 521-8833 Main
>> (206) 613-5078 Fax
>> asallade at ptsowa.org
>>
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
>> Sent: Thursday, April 10, 2008 12:45 PM
>> To: Gene LeDuc
>> Cc: Aaron Sallade; rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Where are attachments stored?
>>
>> Gene, Aaron,
>>
>>
>>        Not only that, but the content is stored in various ways,
>> depending on
>> the CONTENTTYPE field (text, message, excell, etc.) AND if you have
>> ORACLE, CONTENTCODING is not supported (at least up to 9). I built my
>> own Data Dictionary on the ORACLE version of the RT DataBase so I  
>> would
>> know what to do if I was gonna update the DB via SQL or something.
>> Fooling around with creating or deleting records is more than a bit
>> tricky external to RT tools. Like I didn't know that ALL users have a
>> group id record JUST for their individual user ID. It is usually the
>> User ID plus 1. Anyway, like Gene said, not a trivial exercise.
>>
>> Kenn
>> LBNL
>>
>> On 4/10/2008 11:45 AM, Gene LeDuc wrote:
>>> Aaron, the attachments are stored in RT's database in a table called
>>> 'Attachments'.  There is a field called 'Content' that holds the
> ones
>>> and zeros that make up the attachment.  I suspect that importing
> files
>>
>>> into RT as ticket attachments will be a non-trivial exercise.
>>>
>>> Regards,
>>> Gene
>>>
>>> At 11:02 AM 4/10/2008, Aaron Sallade wrote:
>>>> I need to import attachments into our RT from our legacy system.
> How
>>>> are attachments stored in RT?
>>>>
>>>> Aaron Sallade'
>>>> Application Manager
>>>> PTSO of Washington
>>>> /"Shared Technology for Community Health"
>>>> /(206) 613-8938 Desk
>>>> (206) 521-8833 Main
>>>> (206) 613-5078 Fax
>>>> asallade at ptsowa.org <mailto:asallade at ptsowa.org>
>>>>
>>>
>>>
>>> --
>>> Gene LeDuc, GSEC
>>> Security Analyst
>>> San Diego State University
>>>
>>>
>>>
>> -----------------------------------------------------------------------
> -
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>
>
> -- 
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From mzagrabe at d.umn.edu  Thu Apr 10 17:57:20 2008
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 10 Apr 2008 16:57:20 -0500
Subject: [rt-users] trying to use RT-Authen-ExternalAuth-0.05 - problems
	finding	config options
Message-ID: <1207864640.1350.21.camel@grateful.d.umn.edu>

Greetings,

I am getting the following error when I try to update a password for an
account in my RT instance.

I am running RT in a Debian Sid environment.

% dpkg -l request-tracker3.6
3.6.6-2

Using PostgreSQL (8.2) as a backend and Apache 2.2 as the webserver.

error:  Can't use an undefined value as an ARRAY reference
at /usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm line 56.
context:  
... 

52: 
$RT::Logger->debug( (caller(0))[3],
53: 
"Trying External authentication");
54: 

55: 
# Get the prioritised list of
external authentication services
56: 
my @auth_services = @
$RT::ExternalAuthPriority;
57: 

58: 
# For each of those services..
59: 
foreach my $service (@auth_services)
{
60: 

Which I believe I have included in the following config option:

% grep ExternalAuthPriority /etc/request-tracker3.6/RT_SiteConfig.pm
Set($ExternalAuthPriority, ['UMD_LDAP']);

Does anyone have any hints or have I missed something obvious?

Thanks,

-- 
Matt Zagrabelny - mzagrabe at d.umn.edu - (218) 726 8844
University of Minnesota Duluth
Information Technology Systems & Services
PGP key 1024D/84E22DA2 2005-11-07
Fingerprint: 78F9 18B3 EF58 56F5 FC85  C5CA 53E7 887F 84E2 2DA2

He is not a fool who gives up what he cannot keep to gain what he cannot
lose.
-Jim Elliot
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From mike.peachey at jennic.com  Fri Apr 11 04:19:29 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 11 Apr 2008 09:19:29 +0100
Subject: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with
 'ExternalAuth' extension
In-Reply-To: <B41F1254D4818341A67879FB24319B68034CFE40@br-exchange1.comalc.com>
References: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>	<47FDD51C.6060108@jennic.com>	<B41F1254D4818341A67879FB24319B68034CFE33@br-exchange1.comalc.com>
	<47FE1684.8000203@jennic.com> <47FE25FA.6090500@jennic.com>
	<B41F1254D4818341A67879FB24319B68034CFE40@br-exchange1.comalc.com>
Message-ID: <47FF1F11.7010004@jennic.com>

James Treleaven wrote:
> The username/password pair that I specified in the script are fine,
> however.  

Everybody!! :

"OH NO IT ISN'T!"

> LDAP MESSAGE: LDAP_PP_PASSWORD_EXPIRED

This is the error message being returned by Net::LDAP when attempting to 
bind to your AD server.

As per the Net::LDAP documentation:

LDAP_PP_PASSWORD_EXPIRED
The account's password has expired.

To be fair, the result code is still a 0 which means it *should* succeed 
I think, but can't guarantee it. The result you're really looking for is:

LDAP_SUCCESS
Operation completed without error
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From mike.peachey at jennic.com  Fri Apr 11 04:24:31 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 11 Apr 2008 09:24:31 +0100
Subject: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with
 'ExternalAuth' extension
In-Reply-To: <b56fd51e0804101233x1d5673e3v5a334ea1b0241dec@mail.gmail.com>
References: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>	
	<47FDD51C.6060108@jennic.com>	
	<B41F1254D4818341A67879FB24319B68034CFE33@br-exchange1.comalc.com>	
	<47FE1684.8000203@jennic.com> <47FE25FA.6090500@jennic.com>	
	<b56fd51e0804101056n7b54270dh910da2df4ea7cabe@mail.gmail.com>	
	<b56fd51e0804101140s779a61abh54e48f3981fa31f6@mail.gmail.com>
	<b56fd51e0804101233x1d5673e3v5a334ea1b0241dec@mail.gmail.com>
Message-ID: <47FF203F.6080602@jennic.com>

Pedro Lobo S. da Rocha wrote:
> Mike,
> 
> Another doubt came up. How do I manage permissions for AD users in RT?

You don't really. You need to manually play with the permissions for the 
users once they have logged in for the first time. I recommend creating 
a group in RT and setting the relevant permissions on that group and 
then just add your AD users into that group once they're logged in.

> When i log in with a AD user, which permissions are given to him?

There is one way that I know of to set default permissions for users 
that get AutoCreated:

Set($AutoCreate, {Privileged => 1});

Which allows you to set whether auto-created users should be privileged 
(and other settings can go in there too), but I would be careful with it 
as you will likely find all your users will be "Auto"-Created.. but in 
any case that setting is not part of my code, it's part of RT and I'm 
not all that familiar with when/who/why/how/where auto-creating occurs 
other than ExternalAuth users.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From mike.peachey at jennic.com  Fri Apr 11 04:32:33 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 11 Apr 2008 09:32:33 +0100
Subject: [rt-users] trying to use RT-Authen-ExternalAuth-0.05 - problems
 finding	config options
In-Reply-To: <1207864640.1350.21.camel@grateful.d.umn.edu>
References: <1207864640.1350.21.camel@grateful.d.umn.edu>
Message-ID: <47FF2221.3090806@jennic.com>

Matt Zagrabelny wrote:
> Greetings,
> 
> I am getting the following error when I try to update a password for an
> account in my RT instance.

Is it JUST when you try to update a password? Or when attempting login too?

It certainly *seems* like you've got everything set up right, unless 
there's something small somewhere that's gone wrong.. I would suggest 
doing a:

use Data::Dumper;
$RT::Logger->debug(Dumper(@$RT::ExternalAuthPriority));

Just to see if you can confirm that User_Vendor.pm is able to pick up 
the config option.. but it certainly seems like it can't, hence the 
"undefined value".

This is a LOOOONG shot, but the e-mail you sent is wrapped at so few 
characters, most things are dropping to new lines and I noticed that the 
wrapping didn't wrap @$RT::ExternalAuthPriority as one word, but wrapped 
it like this:

@
$RT::ExternalAuthPriority

You haven't been trawling the file and accidentally added a space in 
there have you?
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From mike.peachey at jennic.com  Fri Apr 11 06:01:54 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 11 Apr 2008 11:01:54 +0100
Subject: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with
 'ExternalAuth' extension
In-Reply-To: <47FF1F11.7010004@jennic.com>
References: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>	<47FDD51C.6060108@jennic.com>	<B41F1254D4818341A67879FB24319B68034CFE33@br-exchange1.comalc.com>	<47FE1684.8000203@jennic.com>
	<47FE25FA.6090500@jennic.com>	<B41F1254D4818341A67879FB24319B68034CFE40@br-exchange1.comalc.com>
	<47FF1F11.7010004@jennic.com>
Message-ID: <47FF3712.8040802@jennic.com>

Mike Peachey wrote:
> James Treleaven wrote:
>> The username/password pair that I specified in the script are fine,
>> however.  
> 
> Everybody!! :
> 
> "OH NO IT ISN'T!"
> 
>> LDAP MESSAGE: LDAP_PP_PASSWORD_EXPIRED
> 
> This is the error message being returned by Net::LDAP when attempting to 
> bind to your AD server.

I'm feeling nice, so I'm going to code around this in v0.06

There will be a new config option called AllowExpiredPasswords or 
similar and if set to true it will consider LDAP_PP_PASSWORD_EXPIRED a 
successful bind, but log a warning that a user with an expired passsword 
has logged in.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From mike.peachey at jennic.com  Fri Apr 11 08:03:35 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 11 Apr 2008 13:03:35 +0100
Subject: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with
 'ExternalAuth' extension
In-Reply-To: <b56fd51e0804110500n1e9151b0j1bdf5b35015cbd3a@mail.gmail.com>
References: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>	
	<47FDD51C.6060108@jennic.com>	
	<B41F1254D4818341A67879FB24319B68034CFE33@br-exchange1.comalc.com>	
	<47FE1684.8000203@jennic.com> <47FE25FA.6090500@jennic.com>	
	<b56fd51e0804101056n7b54270dh910da2df4ea7cabe@mail.gmail.com>	
	<b56fd51e0804101140s779a61abh54e48f3981fa31f6@mail.gmail.com>	
	<b56fd51e0804101233x1d5673e3v5a334ea1b0241dec@mail.gmail.com>	
	<47FF203F.6080602@jennic.com>
	<b56fd51e0804110500n1e9151b0j1bdf5b35015cbd3a@mail.gmail.com>
Message-ID: <47FF5397.2070804@jennic.com>

Pedro Lobo S. da Rocha wrote:
> Right, I think I got it. But there's one thing. When I go to 
> Configuration -> Groups -> "Select one group" -> Members, the 
> auto-created user doesn't appears in the user's list so I can add him as 
> a member. Do you know why this is happening?

I'm guessing that you are not using:
Set($AutoCreate, {Privileged => 1});

which means that by default your new users are unprivileged.

By default, lists of user in RT only include privileged users. This 
means that you will need to search for the user and then, in the user's 
information page, tick the "Allow this user to be granted privileges" 
box. They should then show up in the groups selection list.


-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From mario.gomide at agricultura.gov.br  Fri Apr 11 08:47:29 2008
From: mario.gomide at agricultura.gov.br (Mario Gomide)
Date: Fri, 11 Apr 2008 09:47:29 -0300
Subject: [rt-users] Database Question
Message-ID: <47FF5DE1.8050402@agricultura.gov.br>

Hello list!!

I have installed RT 3.6.1 with Postgres8.1.

I'm needing to clean the ticket database for a fresh start on a new 
working season, but I need to keep the users, queues, custom-fields, etc.
What I'm planning to do is:
- Clean the tables: tickets, attachments, transactions, 
objectcustomfieldvalues and links;
- Set the Current Value to 1 for each one the sequences of the above 
tables.

Is this procedure ok? Is there anything else I must do (or must not) ?

Mario


From npereira at protus.com  Fri Apr 11 09:50:29 2008
From: npereira at protus.com (Nelson Pereira)
Date: Fri, 11 Apr 2008 09:50:29 -0400
Subject: [rt-users] Need help on an approval queue (coding customaction)
In-Reply-To: <20080411123706.GT769@it.is.rice.edu>
References: <21044E8C915A7E43B90A1056127160F116B2CA@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F116B35D@EXMAIL.protus.org>
	<20080410210711.GK769@it.is.rice.edu>
	<21044E8C915A7E43B90A1056127160F116B39C@EXMAIL.protus.org>
	<20080411123706.GT769@it.is.rice.edu>
Message-ID: <21044E8C915A7E43B90A1056127160F116B3D1@EXMAIL.protus.org>

Yes it did !

I had 2 users in the template, but for some strange reason, it was
creating 2 tickets, so 1 assigned to me (an approver) and the other one
was suppose to be to the manager yet the owner was set to nobody...

So I removed the manager from the template...

As see another problem, and possibly a bug:
When the approver selects "no Action" and enters a note, the information
in the not does not get to the requestor of the original ticket. I guess
this workflow is not working....

Apart from that, everything works fine.


Regards,
 
Nelson Pereira

-----Original Message-----
From: Kenneth Marshall [mailto:ktm at rice.edu] 
Sent: Friday, April 11, 2008 8:37 AM
To: Nelson Pereira
Subject: Re: [rt-users] Need help on an approval queue (coding
customaction)

The creation of the ticket in the change control queue is
responsible for triggering all of the subticket creations.
There is a scrip called "On Create, issue Change Control Request
Approval"
that uses the template below. Other information about the scrip is:

Condition: On Create
Action: Create Tickets
Template: Create Change Control Approval
Stage: TransactionCreate
Custom condition: return (undef);
Custom action preparation code: return (undef);
Custom action cleanup code: return (undef);

The user in requesting approval creates the ticket in the
designated change control queue. This creates the approval
tickets. When they have all been approved, the requestor is
notified that their request was approved.

Hope this helps some.
Ken

On Fri, Apr 11, 2008 at 07:24:43AM -0400, Nelson Pereira wrote:
> Thanks Ken, but don't you have a scrip that changes the ownership and
> opens the ticket?
> 
> My biggest problem is that the manager needs to go to the original
> ticket and take ownership and open it before it shows up in the
approval
> queue....
> 
> Regards,
>  
> Nelson Pereira
> 
> -----Original Message-----
> From: Kenneth Marshall [mailto:ktm at rice.edu] 
> Sent: Thursday, April 10, 2008 5:07 PM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Need help on an approval queue (coding
> customaction)
> 
> Nelson,
> 
> Here is my "Create Change Control Approval" template:
> 
> ===Create-Ticket: user1
> Subject: New Pending Approval: {$Tickets{'TOP'}->Subject}
> Depended-On-By: TOP
> Queue: IT: Approvals
> Type: approval
> Owner: user1
> Content: Greetings,
> 
> There is a new change control item pending your approval:
> 
>     "{$Tickets{'TOP'}->Subject}"
> 
> Please visit
> 
>     {$RT::WebURL}Approvals/
> 
> to approve or reject this ticket, or to batch-process all 
> your pending approvals.
> ENDOFCONTENT
> ===Create-Ticket: user2
> Subject: New Pending Approval: {$Tickets{'TOP'}->Subject}
> Depended-On-By: TOP
> Queue: IT: Approvals
> Type: approval
> Owner: user2
> Content: Greetings,
> 
> There is a new change control item pending your approval:
> 
>     "{$Tickets{'TOP'}->Subject}"
> 
> Please visit
> 
>     {$RT::WebURL}Approvals/
> 
> to approve or reject this ticket, or to batch-process all 
> your pending approvals.
> ENDOFCONTENT
> ...
> 
> This will create the approval tickets owned by the appropriate
> users.
> 
> Ken
> 
> On Thu, Apr 10, 2008 at 03:54:34PM -0400, Nelson Pereira wrote:
> > Anyone can shed a light on how to do this?
> > 
> >  
> > 
> > My setup right now when someone sends an email to nschange, the
ticket
> > gets created with owner nobody.
> > 
> > A second ticket gets created in the approval queue but with owner
> > RT_System. 
> > 
> > I need this second ticket to be owned by a specific user, and the
> status
> > changed to open.
> > 
> >  
> > 
> > This has to be a custom action but I don't know what code to add
> ...?!?
> > 
> >  
> > 
> > It there a list of all RT objects and what they are?
> > 
> >  
> > 
> > Regards,
> > 
> >  
> > 
> > Nelson Pereira
> > 
> > ________________________________
> > 
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Nelson
> > Pereira
> > Sent: Thursday, April 10, 2008 1:03 PM
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] Need help on an approval queue
> > 
> >  
> > 
> > Ok, I created an approval queue and need some special functions to
> > happen.
> > 
> >  
> > 
> > The workflow is like this:
> > 
> >  
> > 
> > 1)       A network Services Admin sends an email which RT put's into
> the
> > approval queue.
> > 
> > 2)       I have setup the script to create an approval ticket.
> > 
> > 3)       Manager is to login and click on Approval link and approve
> the
> > ticket.
> > 
> >  
> > 
> > The problem I'm seeing here is that the manager needs to click on
the
> > original ticket the admin created, then click on the Link'ed
approval
> > ticket created, 
> > 
> > Then take ownership and open the ticket. Then he needs to go to the
> > approval Link on top to approve the approval ticket...?!?
> > 
> >  
> > 
> > This is way to many steps....
> > 
> >  
> > 
> > So how can I make a newly created ticket in the Approval Queue,
setup
> > ownership of that ticket to the requestor.
> > 
> > Then have RT create an approval ticket and setup the ownership to
the
> > manager and change the status to opened.
> > 
> >  
> > 
> > This way, the manager will get an email saying an approval ticket is
> > opened, he will login, click on Approval Link and approve the
> ticket....
> > 
> >  
> > 
> > Thanks
> > 
> >  
> > 
> >  
> > 
> >  
> > 
> > Nelson Pereira 
> > Senior Network Administrator 
> > 
> > Protus IP Solutions Inc. 
> > npereira at protus.com 
> > phone: 613.733.0000 ext.528 
> > MyFax: 613.822.5083 
> > www.myfax.com 
> > 
> > Refer your friends and colleagues to MyFax! 
> > Click here for more information.
> > <http://www.myfax.com/referral_program.asp>  
> > 
> >   <http://www.myfax.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 mike.peachey at jennic.com  Fri Apr 11 10:52:55 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 11 Apr 2008 15:52:55 +0100
Subject: [rt-users] BUG in Net::LDAP v0.35 - Do NOT upgrade!
Message-ID: <47FF7B47.60203@jennic.com>

I have discovered a critical bug in Net::LDAP 0.35 and submitted the 
following ticket to the developer:
http://rt.cpan.org/Ticket/Display.html?id=34878

In 0.35, the Net::Ldap::Util::ldap_error_name subroutine is broken which 
means that all functions such as Net::LDAP->code() that return a message 
as a constant are broken.

Instead of returning the correct message, Password Policy (PP) constants 
are being returned instead.

The most crucial example is that a successful bind or search is 
returning LDAP_PP_PASSWORD_EXPIRED (0) instead of LDAP_SUCCESS (0). You 
can code around this failure by using resultCode() instead to get the 
integer form of the result code, however all current perl modules that 
determine results by using the constant names will function unexpectedly.

I am currently trying to decide which way to code around the bug in 
RT::Authen::ExternalAuth so that those who've already upgraded to 
Net::LDAP 0.35 can continue to use the extension, however v0.06 which 
will work around the bug may not be released until Monday or Tuesday of 
next week.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From npereira at protus.com  Fri Apr 11 10:55:58 2008
From: npereira at protus.com (Nelson Pereira)
Date: Fri, 11 Apr 2008 10:55:58 -0400
Subject: [rt-users] Need help on an approval queue (coding customaction)
In-Reply-To: <20080411145345.GX769@it.is.rice.edu>
References: <21044E8C915A7E43B90A1056127160F116B2CA@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F116B35D@EXMAIL.protus.org>
	<20080410210711.GK769@it.is.rice.edu>
	<21044E8C915A7E43B90A1056127160F116B39C@EXMAIL.protus.org>
	<20080411123706.GT769@it.is.rice.edu>
	<21044E8C915A7E43B90A1056127160F116B3D1@EXMAIL.protus.org>
	<20080411135750.GU769@it.is.rice.edu>
	<21044E8C915A7E43B90A1056127160F116B3E4@EXMAIL.protus.org>
	<20080411144108.GV769@it.is.rice.edu>
	<21044E8C915A7E43B90A1056127160F116B3F2@EXMAIL.protus.org>
	<20080411145345.GX769@it.is.rice.edu>
Message-ID: <21044E8C915A7E43B90A1056127160F116B3F5@EXMAIL.protus.org>

Here is my Permissions list setup in Excel for every queue/group/role
etc...
This way I can track everything....

Regards,
 
Nelson Pereira

-----Original Message-----
From: Kenneth Marshall [mailto:ktm at rice.edu] 
Sent: Friday, April 11, 2008 10:54 AM
To: Nelson Pereira
Subject: Re: [rt-users] Need help on an approval queue (coding
customaction)

On Fri, Apr 11, 2008 at 10:47:52AM -0400, Nelson Pereira wrote:
> Also, what is an Actor as far as RT is concerned?
> 
The person/user who make the update or change.

Ken
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From dmbeethe at fedex.com  Fri Apr 11 10:24:42 2008
From: dmbeethe at fedex.com (Don Beethe)
Date: Fri, 11 Apr 2008 09:24:42 -0500
Subject: [rt-users] Sendmail error
Message-ID: <CBFD49490FF183498C0C74C2317C7FE50BA67A24@MEMEXCH06V.corp.ds.fedex.com>

I am seeing this in the rt.log: 
 /usr/sbin/sendmail exited with status 17152
(/opt/rt3/lib/RT/Action/SendEmail.pm:327)

Have pinned this down to an invalid email address in the to or cc
line... Seems when this happens, the person submitting the ticket gets
an email saying the ticket was created, but when trying to view the
ticket, it returns bogus ticket. Is there a way to inform the user the
ticket create failed due to bad email address? 


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From KFCrocker at lbl.gov  Fri Apr 11 12:50:41 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 11 Apr 2008 09:50:41 -0700
Subject: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with
 'ExternalAuth' extension
In-Reply-To: <47FF5397.2070804@jennic.com>
References: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>
	<47FDD51C.6060108@jennic.com>
	<B41F1254D4818341A67879FB24319B68034CFE33@br-exchange1.comalc.com>
	<47FE1684.8000203@jennic.com> <47FE25FA.6090500@jennic.com>
	<b56fd51e0804101056n7b54270dh910da2df4ea7cabe@mail.gmail.com>
	<b56fd51e0804101140s779a61abh54e48f3981fa31f6@mail.gmail.com>
	<b56fd51e0804101233x1d5673e3v5a334ea1b0241dec@mail.gmail.com>
	<47FF203F.6080602@jennic.com>
	<b56fd51e0804110500n1e9151b0j1bdf5b35015cbd3a@mail.gmail.com>
	<47FF5397.2070804@jennic.com>
Message-ID: <47FF96E1.6010506@lbl.gov>

Mike, Pedro,


	We use LDAP as well and the same setting (Set($AutoCreate, {Privileged 
=> 1});) and it works well as far as getting the new user into the DB. 
All I have to do after that is put them in the appropriate group the 
they will HAVE some privileges. We don't grant many GLOBAL privileges so 
if someo wants to do something other than reply to email on their own 
ticket or see their own ticket, they have to be in a group.
	The problem I'm having with autocreate is that when an email address is 
added to some correspondence in the CC field, then RT adds the entire 
email address as a privleged user instead of unprivileged. Once that 
happens, they show up in a lot of drop-downs for watcher and then I have 
this unrelated "privileged" email address being offered as a possible 
USER ID for watchers and many of my regular users don't know which of 
the two IDs to select for that one person. It gets irritating and now 
I'm considering using SQL to get rid of them. Any ideas on a better 
setting for adding email addresses as "unprivileged"? Thanks

Kenn
LBNL

On 4/11/2008 5:03 AM, Mike Peachey wrote:
> Pedro Lobo S. da Rocha wrote:
>> Right, I think I got it. But there's one thing. When I go to 
>> Configuration -> Groups -> "Select one group" -> Members, the 
>> auto-created user doesn't appears in the user's list so I can add him as 
>> a member. Do you know why this is happening?
> 
> I'm guessing that you are not using:
> Set($AutoCreate, {Privileged => 1});
> 
> which means that by default your new users are unprivileged.
> 
> By default, lists of user in RT only include privileged users. This 
> means that you will need to search for the user and then, in the user's 
> information page, tick the "Allow this user to be granted privileges" 
> box. They should then show up in the groups selection list.
> 
> 



From sturner at MIT.EDU  Fri Apr 11 12:59:09 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 11 Apr 2008 12:59:09 -0400
Subject: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with
 'ExternalAuth' extension
In-Reply-To: <47FF96E1.6010506@lbl.gov>
References: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>
	<47FDD51C.6060108@jennic.com>
	<B41F1254D4818341A67879FB24319B68034CFE33@br-exchange1.comalc.com>
	<47FE1684.8000203@jennic.com> <47FE25FA.6090500@jennic.com>
	<b56fd51e0804101056n7b54270dh910da2df4ea7cabe@mail.gmail.com>
	<b56fd51e0804101140s779a61abh54e48f3981fa31f6@mail.gmail.com>
	<b56fd51e0804101233x1d5673e3v5a334ea1b0241dec@mail.gmail.com>
	<47FF203F.6080602@jennic.com>
	<b56fd51e0804110500n1e9151b0j1bdf5b35015cbd3a@mail.gmail.com>
	<47FF5397.2070804@jennic.com> <47FF96E1.6010506@lbl.gov>
Message-ID: <6.2.3.4.2.20080411125445.04a4e378@po14.mit.edu>

At Friday 4/11/2008 12:50 PM, Kenneth Crocker wrote:
>Mike, Pedro,
>
>
>
>         The problem I'm having with autocreate is that when an 
> email address is
>added to some correspondence in the CC field, then RT adds the entire
>email address as a privleged user instead of unprivileged. Once that
>happens, they show up in a lot of drop-downs for watcher and then I have
>this unrelated "privileged" email address being offered as a possible
>USER ID for watchers and many of my regular users don't know which of
>the two IDs to select for that one person.



>It gets irritating and now I'm considering using SQL to get rid of them.

Kenn - don't do this!! You'll be sorry. Ruslan's Shredder is the safe 
way to remove unwanted user accounts.

Steve





From KFCrocker at lbl.gov  Fri Apr 11 13:14:45 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 11 Apr 2008 10:14:45 -0700
Subject: [rt-users] Need help on an approval queue (coding customaction)
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B3F5@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116B2CA@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F116B35D@EXMAIL.protus.org>
	<20080410210711.GK769@it.is.rice.edu>
	<21044E8C915A7E43B90A1056127160F116B39C@EXMAIL.protus.org>
	<20080411123706.GT769@it.is.rice.edu>
	<21044E8C915A7E43B90A1056127160F116B3D1@EXMAIL.protus.org>
	<20080411135750.GU769@it.is.rice.edu>
	<21044E8C915A7E43B90A1056127160F116B3E4@EXMAIL.protus.org>
	<20080411144108.GV769@it.is.rice.edu>
	<21044E8C915A7E43B90A1056127160F116B3F2@EXMAIL.protus.org>
	<20080411145345.GX769@it.is.rice.edu>
	<21044E8C915A7E43B90A1056127160F116B3F5@EXMAIL.protus.org>
Message-ID: <47FF9C85.10000@lbl.gov>

Nelson,


	Thanks for the spreadsheet. IT helps a great deal when it comes to 
debugging. It looks like you grant your AdminCc role a lot of "global" 
rights. If/when you have a lot of queues, this will prove troublesome , 
i.e. a AdminCc will have rights on queues you may not want that person 
to mess with. We have 75 queues and we don't let any AdminCc have some 
of those rights (create, own, modify) globally because that would give 
them the ability to interfere (even accidentally, like replying to an 
email and accidentally putting in the wrong ticket id - ends up in a 
queue he isn't responsible for) on tickets where he isn't wanted. So 
most of theose rights we grant to that role on a queue-by-queue basis. 
We already ran into those problems.
	Also, you seem to have granted some rights to individual users. Not 
really a good idea unless you never expect to have very many users (like 
never more than 10). If some of those users are also in some of those 
roles that have global rights, then you have compounded the difficulty 
in debugging due to redundant privileges. YOu make take away the right 
in one instance but it will remain because of the OTHER instance. So, I 
would advise you to analyze the usage situation in your setup and 
re-apply those rights accordingly. Remember, once a right is granted 
globally to a role or system group, it hardly ever needs to granted 
again at a lower level.
	Now to what I think the problem is. Understanding rights is hard 
enough, but with Approvals, the conditions under which they apply are 
not consistent, at least that is my experiance as well as others I've 
seen in the list. This is what we did,
	We took away the ability to create tickets thru email from all queues 
except one. That became our "Approvals" queue. We have an AdminCc and 
user-defined group for that queue and they can own and modify the 
tickets in that queue. If the problem is easily resolved by them, they 
do it. If it requires work by someone else, THEY and only THEY move the 
ticket to the appropriate queue along with their comments. The receiving 
queue has IT's own AdminCc and group that have rights to JUST that queue 
and they work on the ticket until resolved, etc. We like this workflow 
for several reasons:
	1) The granting and exercise of privileges is more consistent.
	2) All tickets get one ID number and that's it. That way ALL comments, 
modifications etc. stay with the ticket and it makes following the audit 
trail much easier (as opposed to seeing one ticket number be approved 
and another being worked on). The history stays with the ticket.
	3) We force the review of all tickets instead of having them arrive, 
helter-skelter into any queue (maybe even the wrong queue) so work 
doesn't get mismanaged. All tickets are prioritized compared to ALL 
work, not just the work in one queue.
	We haven't had one problem with permissions or correspondence or 
anything relating to approvals with this method. That's all I can tell 
you. Some Like the RT method and have gotten it to work. I guess that's 
why they make different flavors of ice cream (mine is TIn-roof sundae 
;-). Hope this helps.

Kenn
LBNL

On 4/11/2008 7:55 AM, Nelson Pereira wrote:
> Here is my Permissions list setup in Excel for every queue/group/role
> etc...
> This way I can track everything....
> 
> Regards,
>  
> Nelson Pereira
> 
> -----Original Message-----
> From: Kenneth Marshall [mailto:ktm at rice.edu] 
> Sent: Friday, April 11, 2008 10:54 AM
> To: Nelson Pereira
> Subject: Re: [rt-users] Need help on an approval queue (coding
> customaction)
> 
> On Fri, Apr 11, 2008 at 10:47:52AM -0400, Nelson Pereira wrote:
>> Also, what is an Actor as far as RT is concerned?
>>
> The person/user who make the update or change.
> 
> Ken
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From npereira at protus.com  Fri Apr 11 13:21:02 2008
From: npereira at protus.com (Nelson Pereira)
Date: Fri, 11 Apr 2008 13:21:02 -0400
Subject: [rt-users] Need help on an approval queue (coding customaction)
In-Reply-To: <47FF9C85.10000@lbl.gov>
References: <21044E8C915A7E43B90A1056127160F116B2CA@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F116B35D@EXMAIL.protus.org>
	<20080410210711.GK769@it.is.rice.edu>
	<21044E8C915A7E43B90A1056127160F116B39C@EXMAIL.protus.org>
	<20080411123706.GT769@it.is.rice.edu>
	<21044E8C915A7E43B90A1056127160F116B3D1@EXMAIL.protus.org>
	<20080411135750.GU769@it.is.rice.edu>
	<21044E8C915A7E43B90A1056127160F116B3E4@EXMAIL.protus.org>
	<20080411144108.GV769@it.is.rice.edu>
	<21044E8C915A7E43B90A1056127160F116B3F2@EXMAIL.protus.org>
	<20080411145345.GX769@it.is.rice.edu>
	<21044E8C915A7E43B90A1056127160F116B3F5@EXMAIL.protus.org>
	<47FF9C85.10000@lbl.gov>
Message-ID: <21044E8C915A7E43B90A1056127160F116B43D@EXMAIL.protus.org>

Thanks for that Ken,

Could you enlighten me as far as the permissions, what should not be
global and moved to the queue instead?

We wont have more then about 8-10 admins so...

Regards,
 
Nelson Pereira

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Friday, April 11, 2008 1:15 PM
To: Nelson Pereira
Cc: Kenneth Marshall; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Need help on an approval queue (coding
customaction)

Nelson,


	Thanks for the spreadsheet. IT helps a great deal when it comes
to 
debugging. It looks like you grant your AdminCc role a lot of "global" 
rights. If/when you have a lot of queues, this will prove troublesome , 
i.e. a AdminCc will have rights on queues you may not want that person 
to mess with. We have 75 queues and we don't let any AdminCc have some 
of those rights (create, own, modify) globally because that would give 
them the ability to interfere (even accidentally, like replying to an 
email and accidentally putting in the wrong ticket id - ends up in a 
queue he isn't responsible for) on tickets where he isn't wanted. So 
most of theose rights we grant to that role on a queue-by-queue basis. 
We already ran into those problems.
	Also, you seem to have granted some rights to individual users.
Not 
really a good idea unless you never expect to have very many users (like

never more than 10). If some of those users are also in some of those 
roles that have global rights, then you have compounded the difficulty 
in debugging due to redundant privileges. YOu make take away the right 
in one instance but it will remain because of the OTHER instance. So, I 
would advise you to analyze the usage situation in your setup and 
re-apply those rights accordingly. Remember, once a right is granted 
globally to a role or system group, it hardly ever needs to granted 
again at a lower level.
	Now to what I think the problem is. Understanding rights is hard

enough, but with Approvals, the conditions under which they apply are 
not consistent, at least that is my experiance as well as others I've 
seen in the list. This is what we did,
	We took away the ability to create tickets thru email from all
queues 
except one. That became our "Approvals" queue. We have an AdminCc and 
user-defined group for that queue and they can own and modify the 
tickets in that queue. If the problem is easily resolved by them, they 
do it. If it requires work by someone else, THEY and only THEY move the 
ticket to the appropriate queue along with their comments. The receiving

queue has IT's own AdminCc and group that have rights to JUST that queue

and they work on the ticket until resolved, etc. We like this workflow 
for several reasons:
	1) The granting and exercise of privileges is more consistent.
	2) All tickets get one ID number and that's it. That way ALL
comments, 
modifications etc. stay with the ticket and it makes following the audit

trail much easier (as opposed to seeing one ticket number be approved 
and another being worked on). The history stays with the ticket.
	3) We force the review of all tickets instead of having them
arrive, 
helter-skelter into any queue (maybe even the wrong queue) so work 
doesn't get mismanaged. All tickets are prioritized compared to ALL 
work, not just the work in one queue.
	We haven't had one problem with permissions or correspondence or

anything relating to approvals with this method. That's all I can tell 
you. Some Like the RT method and have gotten it to work. I guess that's 
why they make different flavors of ice cream (mine is TIn-roof sundae 
;-). Hope this helps.

Kenn
LBNL

On 4/11/2008 7:55 AM, Nelson Pereira wrote:
> Here is my Permissions list setup in Excel for every queue/group/role
> etc...
> This way I can track everything....
> 
> Regards,
>  
> Nelson Pereira
> 
> -----Original Message-----
> From: Kenneth Marshall [mailto:ktm at rice.edu] 
> Sent: Friday, April 11, 2008 10:54 AM
> To: Nelson Pereira
> Subject: Re: [rt-users] Need help on an approval queue (coding
> customaction)
> 
> On Fri, Apr 11, 2008 at 10:47:52AM -0400, Nelson Pereira wrote:
>> Also, what is an Actor as far as RT is concerned?
>>
> The person/user who make the update or change.
> 
> Ken
> 
> 
>
------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From KFCrocker at lbl.gov  Fri Apr 11 13:23:31 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 11 Apr 2008 10:23:31 -0700
Subject: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with
 'ExternalAuth' extension
In-Reply-To: <6.2.3.4.2.20080411125445.04a4e378@po14.mit.edu>
References: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>
	<47FDD51C.6060108@jennic.com>
	<B41F1254D4818341A67879FB24319B68034CFE33@br-exchange1.comalc.com>
	<47FE1684.8000203@jennic.com> <47FE25FA.6090500@jennic.com>
	<b56fd51e0804101056n7b54270dh910da2df4ea7cabe@mail.gmail.com>
	<b56fd51e0804101140s779a61abh54e48f3981fa31f6@mail.gmail.com>
	<b56fd51e0804101233x1d5673e3v5a334ea1b0241dec@mail.gmail.com>
	<47FF203F.6080602@jennic.com>
	<b56fd51e0804110500n1e9151b0j1bdf5b35015cbd3a@mail.gmail.com>
	<47FF5397.2070804@jennic.com> <47FF96E1.6010506@lbl.gov>
	<6.2.3.4.2.20080411125445.04a4e378@po14.mit.edu>
Message-ID: <47FF9E93.1010103@lbl.gov>

Stephen,


	Yea, yea. But I'm an ADVENTUREOUS person!. HA! Just kidding. Actually, 
I already have done it, but just for two users that I CAREFULLY selected 
after looking closely at the DB, i.e. USERS, GROUPS, GROUPMEMBERS, 
CACHEDGROUPMEMBERS, etc.). First, I got the id's of each duplicate ID 
(different id's for the same person). Then I went to the ACL table to 
see which one had rights to tickets, etc. Then I checked what groups 
those ids were in and checked THEM against the ACL table. Then I 
searched all tickets that had those ID's as a CC, etc. and removed that 
reference and replaced it with the correct ID (all using RT) on each 
ticket. THEN, I went back to the DB and removed the old duplicate ID's 
from the USER Table, the related membership in any GROUP, 
CACHEDGROUPMEMEBERS, GROUPMEMBERS. Then, for each group Id that existed 
ONLY for the dup User IDs, I removed those Group records, etc. So far, 
no problem. Do you think I missed anything?

Kenn
LBNL

On 4/11/2008 9:59 AM, Stephen Turner wrote:
> At Friday 4/11/2008 12:50 PM, Kenneth Crocker wrote:
>> Mike, Pedro,
>>
>>
>>
>>         The problem I'm having with autocreate is that when an email 
>> address is
>> added to some correspondence in the CC field, then RT adds the entire
>> email address as a privleged user instead of unprivileged. Once that
>> happens, they show up in a lot of drop-downs for watcher and then I have
>> this unrelated "privileged" email address being offered as a possible
>> USER ID for watchers and many of my regular users don't know which of
>> the two IDs to select for that one person.
> 
> 
> 
>> It gets irritating and now I'm considering using SQL to get rid of them.
> 
> Kenn - don't do this!! You'll be sorry. Ruslan's Shredder is the safe 
> way to remove unwanted user accounts.
> 
> Steve
> 
> 
> 
> 



From jeffrey_lee at harvard.edu  Fri Apr 11 14:08:00 2008
From: jeffrey_lee at harvard.edu (Jeffrey Lee)
Date: Fri, 11 Apr 2008 14:08:00 -0400
Subject: [rt-users] RT SSL implementation
Message-ID: <200804111808.m3BI80B0013678@us18.unix.fas.harvard.edu>

Hi guys,

 

I've implemented SSL on my RT box, but for some reason anytime I update or
create a new ticket, Rt tries to redirect the browser to http:// (my server
name):443/    how do I change the redirect after the creation or updating of
a ticket?

 

-Jeff

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From barnesaw at ucrwcu.rwc.uc.edu  Fri Apr 11 14:45:42 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 11 Apr 2008 14:45:42 -0400
Subject: [rt-users] RT SSL implementation
In-Reply-To: <200804111808.m3BI80B0013678@us18.unix.fas.harvard.edu>
References: <200804111808.m3BI80B0013678@us18.unix.fas.harvard.edu>
Message-ID: <47FFB1D6.6030308@ucrwcu.rwc.uc.edu>

My first guess is in RT_SiteConfig.pm  Does yours look like this?

Set($WebPort , 443);
# This is the Scheme, server and port for constructing urls to webrt
# $WebBaseURL doesn't need a trailing /
Set($WebBaseURL , "http://(my server name):$WebPort");


If so, try
Set($WebBaseURL , "https://(my server name)");

That's how mine is set up for SSL.

DB


Jeffrey Lee wrote:
>
> Hi guys,
>
>  
>
> I?ve implemented SSL on my RT box, but for some reason anytime I 
> update or create a new ticket, Rt tries to redirect the browser to 
> http:// (my server name):443/    how do I change the redirect after 
> the creation or updating of a ticket?
>
>  
>
> -Jeff
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From jeffrey_lee at harvard.edu  Fri Apr 11 14:47:46 2008
From: jeffrey_lee at harvard.edu (Jeffrey Lee)
Date: Fri, 11 Apr 2008 14:47:46 -0400
Subject: [rt-users] RT SSL implementation
In-Reply-To: <47FFB1D6.6030308@ucrwcu.rwc.uc.edu>
Message-ID: <200804111847.m3BIllpx006932@us20.unix.fas.harvard.edu>

Hmmm.... seems to work now! Thanks for the suggestion.

-Jeff

-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: Friday, April 11, 2008 2:46 PM
To: Jeffrey Lee
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT SSL implementation

My first guess is in RT_SiteConfig.pm  Does yours look like this?

Set($WebPort , 443);
# This is the Scheme, server and port for constructing urls to webrt
# $WebBaseURL doesn't need a trailing /
Set($WebBaseURL , "http://(my server name):$WebPort");


If so, try
Set($WebBaseURL , "https://(my server name)");

That's how mine is set up for SSL.

DB


Jeffrey Lee wrote:
>
> Hi guys,
>
>  
>
> I've implemented SSL on my RT box, but for some reason anytime I 
> update or create a new ticket, Rt tries to redirect the browser to 
> http:// (my server name):443/    how do I change the redirect after 
> the creation or updating of a ticket?
>
>  
>
> -Jeff
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From npereira at protus.com  Fri Apr 11 15:44:02 2008
From: npereira at protus.com (Nelson Pereira)
Date: Fri, 11 Apr 2008 15:44:02 -0400
Subject: [rt-users] Question on setting up a search
Message-ID: <21044E8C915A7E43B90A1056127160F116B480@EXMAIL.protus.org>

Looking through the RT Essentials book and can't find an explanation on
how to make a search based on specific Custom fields.

 

Can someone explain the formatting?

 

Thanks

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From npereira at protus.com  Fri Apr 11 15:57:11 2008
From: npereira at protus.com (Nelson Pereira)
Date: Fri, 11 Apr 2008 15:57:11 -0400
Subject: [rt-users] Question on setting up a search
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B480@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116B480@EXMAIL.protus.org>
Message-ID: <21044E8C915A7E43B90A1056127160F116B485@EXMAIL.protus.org>

Basically what I need is the ability to build searchs that other users
can use.

So for example;

Search on all Servers in Bay 5 (Bay is a custom field and 5 is one of
the option for that field).

 

I need to be able to same this somehow and give access to this search to
other groups.

 

Regards,

 

Nelson Pereira

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: Friday, April 11, 2008 3:44 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Question on setting up a search

 

Looking through the RT Essentials book and can't find an explanation on
how to make a search based on specific Custom fields.

 

Can someone explain the formatting?

 

Thanks

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From stephen.a.cochran.lists at cahir.net  Fri Apr 11 16:24:16 2008
From: stephen.a.cochran.lists at cahir.net (Stephen Cochran)
Date: Fri, 11 Apr 2008 16:24:16 -0400
Subject: [rt-users] SelfService post-submit display
Message-ID: <D619D0CC-63D3-41D9-B772-B02407AE3EDF@cahir.net>


Running 3.6.3 on FC7

When using the self service interface to enter a ticket, after  
submission the following is shown to the user:

Ticket 11643 created in queue 'ITSupport'

But under "The Basics":

Status: Project-Id-Version: RT 3.5.x PO-Revision-Date: 2005-10-03  
13:44-0400 Last-Translator: FULL NAME Language-Team: rt-devel MIME- 
Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer- 
Encoding: 8bit

Priority: /

Queue:

Also if the user clicks on the "Full Headers" link at the bottom they  
get the following error: Couldn't load ticket ''


This a known issue?

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From stephen.a.cochran.lists at cahir.net  Fri Apr 11 16:29:28 2008
From: stephen.a.cochran.lists at cahir.net (Stephen Cochran)
Date: Fri, 11 Apr 2008 16:29:28 -0400
Subject: [rt-users] Default search for At A Glance
Message-ID: <93A672C3-2278-488C-902F-6B03D0766F3B@cahir.net>


The default search for "N most recent tickets" becomes unaccurate if  
one queue receives many tickets (say from customers) and there are  
other infrequently used queues with fewer tickets.

Even though a user might only have permission to see the low traffic  
queue, the tickets from the high traffic queue count in the search  
results and so no tickets are displayed.

I would consider that somewhat a bug.


To work around it, I modified the search to limit it to only the queue  
that I can see as a test and it go better, but I'm still only seeing  
11 out of the 21 unassigned tickets.

Wondering what else could be limiting the results of that query.




From ktm at rice.edu  Fri Apr 11 17:22:33 2008
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 11 Apr 2008 16:22:33 -0500
Subject: [rt-users] Question on setting up a search
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B485@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116B480@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F116B485@EXMAIL.protus.org>
Message-ID: <20080411212232.GC769@it.is.rice.edu>

Are the custom fields not appearing in your search builder
window? You typically just generate a search that returns the
results you wish and then just save it. 3.6 will let you add
such searches to your frontpage dashboard. If you are not
seeing the custom fields, you probably have not granted the
appropriate visibility permissions to either the queue or the
custom fields.

Cheers,
Ken

On Fri, Apr 11, 2008 at 03:57:11PM -0400, Nelson Pereira wrote:
> Basically what I need is the ability to build searchs that other users
> can use.
> 
> So for example;
> 
> Search on all Servers in Bay 5 (Bay is a custom field and 5 is one of
> the option for that field).
> 
>  
> 
> I need to be able to same this somehow and give access to this search to
> other groups.
> 
>  
> 
> Regards,
> 
>  
> 
> Nelson Pereira
> 
> ________________________________
> 
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
> Pereira
> Sent: Friday, April 11, 2008 3:44 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Question on setting up a search
> 
>  
> 
> Looking through the RT Essentials book and can't find an explanation on
> how to make a search based on specific Custom fields.
> 
>  
> 
> Can someone explain the formatting?
> 
>  
> 
> Thanks
> 
>  
> 
>  
> 
>  
> 
> Nelson Pereira 
> Senior Network Administrator 
> 
> Protus IP Solutions Inc. 
> npereira at protus.com 
> phone: 613.733.0000 ext.528 
> MyFax: 613.822.5083 
> www.myfax.com 
> 
> Refer your friends and colleagues to MyFax! 
> Click here for more information.
> <http://www.myfax.com/referral_program.asp>  
> 
>   <http://www.myfax.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 tjg at soe.ucsc.edu  Fri Apr 11 19:37:58 2008
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Fri, 11 Apr 2008 16:37:58 -0700
Subject: [rt-users] Default Queue???
Message-ID: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>

Hello everyone!

Please forgive the potentially silly question, but I've Google this and
haven't been able to come up with anything.

Where the heck do you set the default queue for new tickets when users click
the "New ticket in" button at the top of the screen?

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg at soe.ucsc.edu
(831) 459-5354




From maurice at iparadigms.com  Fri Apr 11 19:26:06 2008
From: maurice at iparadigms.com (Maurice Chung)
Date: Fri, 11 Apr 2008 16:26:06 -0700 (PDT)
Subject: [rt-users] Potential mail loop vulnerability in
	RT-Extensions-CommandByMail ?
Message-ID: <8022653.4971207956366050.JavaMail.root@mail.turnitin.com>

Hello fellow RT users,

We recently installed the CommandByMail perl module, and our developers were happy, as it would cut down on their workflow time (rather than going to the web tool).

However, a little over a day later, we suddenly got hit with what ended up being over 100k emails - which seemed to be bounces sent by our RT box to our mailing lists box, to our main mail server box, then back over to our RT box, which should have stopped forwarding the bounce mail, but it instead kept on going and we ended up with all these bounce emails:

<snip>
----- Forwarded Message ----- 
From: rt at company.com 
To: it at company.com 
Sent: Friday, April 11, 2008 1:38:36 PM (GMT-0800) America/Los_Angeles 
Subject: RT Bounce: RT Bounce: RT Bounce: RT Bounce: RT Bounce: RT Bounce: RT Bounce: RT Bounce: RT Bounce: [req2  #145481] RT  Bounce: RT  Bounce:  RT  Bounce:  RT  Bounce: RT Bounce: [req2  #145481] RT  Bounce: RT   Bounce: RT  Bounce: RT  Bounce: RT Bounce: RT   Bounce: RT   Bounce: [req2 #145481]     AutoReply:  RE:   April 79%  OFF 

RT thinks this message may be a bounce 
</snip>

I read on a blog that had some info on how to configure the CommandByMail (on cpan the install instructions were actually a broken link), a comment in passing about people being able to spoof emails once the CommandByMail is used; not sure if that might be related, but we ultimately think that we may have been getting mail bomb attempts, which didn't come to light until we installed this module and it allowed those through.

Or perhaps something else is going on? Anyone encountered something similar, or have an idea? I tried several searches on Google but came up snake eyes.

Currently we have mitigated the problem by REJECT'ing from the bounced senders (lighttpd at company.com, and <>), and also backing out the pm.

Thanks in advance everyone.
maurice




------------------------------------------------------------------
Maurice Chung
JrSysAdmin
iParadigms, LLC - developers of Turnitin and iThenticate
1624 Franklin Street, 7th Floor
Oakland, CA 94612
p +1.510.287.9720 x309
f +1.510.444.1952
e maurice at iparadigms.com

iParadigms, LLC is committed to developing standard-setting,
internet-based tools that protect intellectual property, promote
academic and corporate integrity, and improve overall client
productivity.

The information contained in this message may be privileged and
confidential and protected from disclosure. If the reader of this
message is not the intended recipient, or an employee or agent
responsible for delivering this message to the intended recipient, you
are hereby notified that any dissemination, distribution or copying of
this communication is strictly prohibited. If you have received this
communication in error, please notify the sender immediately by
replying to the message and deleting it from your computer.



From jesse at bestpractical.com  Fri Apr 11 20:02:05 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 Apr 2008 20:02:05 -0400
Subject: [rt-users] Potential mail loop vulnerability in
	RT-Extensions-CommandByMail ?
In-Reply-To: <8022653.4971207956366050.JavaMail.root@mail.turnitin.com>
References: <8022653.4971207956366050.JavaMail.root@mail.turnitin.com>
Message-ID: <F9958DBD-1031-4437-B61E-F3F97BA71A2A@bestpractical.com>


On Apr 11, 2008, at 7:26 PM, Maurice Chung wrote:
> Hello fellow RT users,
>
> We recently installed the CommandByMail perl module, and our  
> developers were happy, as it would cut down on their workflow time  
> (rather than going to the web tool).
>
> However, a little over a day later, we suddenly got hit with what  
> ended up being over 100k emails - which seemed to be bounces sent by  
> our RT box to our mailing lists box, to our main mail server box,  
> then back over to our RT box, which should have stopped forwarding  
> the bounce mail, but it instead kept on going and we ended up with  
> all these bounce emails:
>

Can you send the full, unedited headers of one of these?


> <snip>
> ----- Forwarded Message -----
> From: rt at company.com
> To: it at company.com
> Sent: Friday, April 11, 2008 1:38:36 PM (GMT-0800) America/Los_Angeles
> Subject: RT Bounce: RT Bounce: RT Bounce: RT Bounce: RT Bounce: RT  
> Bounce: RT Bounce: RT Bounce: RT Bounce: [req2  #145481] RT  Bounce:  
> RT  Bounce:  RT  Bounce:  RT  Bounce: RT Bounce: [req2  #145481] RT   
> Bounce: RT   Bounce: RT  Bounce: RT  Bounce: RT Bounce: RT   Bounce:  
> RT   Bounce: [req2 #145481]     AutoReply:  RE:   April 79%  OFF
>
> RT thinks this message may be a bounce
> </snip>
>
> I read on a blog that had some info on how to configure the  
> CommandByMail (on cpan the install instructions were actually a  
> broken link), a comment in passing about people being able to spoof  
> emails once the CommandByMail is used; not sure if that might be  
> related, but we ultimately think that we may have been getting mail  
> bomb attempts, which didn't come to light until we installed this  
> module and it allowed those through.
>
> Or perhaps something else is going on? Anyone encountered something  
> similar, or have an idea? I tried several searches on Google but  
> came up snake eyes.
>
> Currently we have mitigated the problem by REJECT'ing from the  
> bounced senders (lighttpd at company.com, and <>), and also backing out  
> the pm.
>
> Thanks in advance everyone.
> maurice
>
>
>
>
> ------------------------------------------------------------------
> Maurice Chung
> JrSysAdmin
> iParadigms, LLC - developers of Turnitin and iThenticate
> 1624 Franklin Street, 7th Floor
> Oakland, CA 94612
> p +1.510.287.9720 x309
> f +1.510.444.1952
> e maurice at iparadigms.com
>
> iParadigms, LLC is committed to developing standard-setting,
> internet-based tools that protect intellectual property, promote
> academic and corporate integrity, and improve overall client
> productivity.
>
> The information contained in this message may be privileged and
> confidential and protected from disclosure. If the reader of this
> message is not the intended recipient, or an employee or agent
> responsible for delivering this message to the intended recipient, you
> are hereby notified that any dissemination, distribution or copying of
> this communication is strictly prohibited. If you have received this
> communication in error, please notify the sender immediately by
> replying to the message and deleting it from your computer.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From mike.peachey at jennic.com  Sat Apr 12 07:51:45 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Sat, 12 Apr 2008 12:51:45 +0100
Subject: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with
 'ExternalAuth' extension
In-Reply-To: <47FF96E1.6010506@lbl.gov>
References: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>
	<47FDD51C.6060108@jennic.com>
	<B41F1254D4818341A67879FB24319B68034CFE33@br-exchange1.comalc.com>
	<47FE1684.8000203@jennic.com> <47FE25FA.6090500@jennic.com>
	<b56fd51e0804101056n7b54270dh910da2df4ea7cabe@mail.gmail.com>
	<b56fd51e0804101140s779a61abh54e48f3981fa31f6@mail.gmail.com>
	<b56fd51e0804101233x1d5673e3v5a334ea1b0241dec@mail.gmail.com>
	<47FF203F.6080602@jennic.com>
	<b56fd51e0804110500n1e9151b0j1bdf5b35015cbd3a@mail.gmail.com>
	<47FF5397.2070804@jennic.com> <47FF96E1.6010506@lbl.gov>
Message-ID: <4800A251.5090307@jennic.com>

Kenneth Crocker wrote:
> Mike, Pedro,
> 
> 
>     We use LDAP as well and the same setting (Set($AutoCreate, 
> {Privileged => 1});) and it works well as far as getting the new user 
> into the DB. All I have to do after that is put them in the appropriate 
> group the they will HAVE some privileges. We don't grant many GLOBAL 
> privileges so if someo wants to do something other than reply to email 
> on their own ticket or see their own ticket, they have to be in a group.
>     The problem I'm having with autocreate is that when an email address 
> is added to some correspondence in the CC field, then RT adds the entire 
> email address as a privleged user instead of unprivileged. Once that 
> happens, they show up in a lot of drop-downs for watcher and then I have 
> this unrelated "privileged" email address being offered as a possible 
> USER ID for watchers and many of my regular users don't know which of 
> the two IDs to select for that one person. It gets irritating and now 
> I'm considering using SQL to get rid of them. Any ideas on a better 
> setting for adding email addresses as "unprivileged"? Thanks
> 
> Kenn
> LBNL

I have a thought. I don't know whether I will need to override the 
AutoCreate method or if I can do it all just by passing params from the 
autohandler auth callback, but it seems reasonable that I should be able 
to easily allow LDAP users to be autocreated as Privileged, while 
leaving the default AutoCreation at unprivileged.

This way, by way of a configuration setting, that is individual to each 
ExternalAuth configuration group (LDAP/DBI etc) you could specify 
whether to autocreate as privileged or unprivileged, and RT would still 
retain it's own default setting for *other* users..

Do you think this is something you'd want built into the extension?

Opinions welcome.
--
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________



From itinfoguy at gmail.com  Sun Apr 13 01:47:33 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Sun, 13 Apr 2008 11:32:33 +0545
Subject: [rt-users] Date/Time issue
Message-ID: <c02411c30804122247q9159aaayf0d93195eb05e905@mail.gmail.com>

hello everyone,

Could anyone suggest me how to configure Date/Time for RT....Whatever TIME
is seen in the httpd error_log below, is not the actual local time....

Is it just for the error logs? I am confused! Shouldn't it reflect my
machine's date.

[Sat Apr 12 19:07:23 2008] [notice] Digest: generating secret for digest
authentication ...
[Sat Apr 12 19:07:23 2008] [notice] Digest: done
[Sat Apr 12 19:07:23 2008] [notice] Apache/2.2.8 (Unix) DAV/2 mod_perl/2.0.3
Per
l/v5.8.8 configured -- resuming normal operations
Regards,
Yogesh
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From ch at awry.ws  Sun Apr 13 14:52:35 2008
From: ch at awry.ws (Chris Haumesser)
Date: Sun, 13 Apr 2008 11:52:35 -0700
Subject: [rt-users] help with incoming scrip
Message-ID: <48025673.9080400@awry.ws>

Hey everybody,

I've been using RT for a number of years in various jobs, and it's a 
great tool.  I'm trying to deploy it now for a somewhat novel use case 
(managing law review submissions), and I need some help with scrip 
voodoo.  I'm not much of a perl guy, but I can kind of follow along. ;)

We get dozens of submissions per day via email sent from an electronic 
service.  The emails we get all come with headers from the service 
itself.  The bodies of the messages are consistently formatted, and 
contain lines with information about each article, e.g.


Title: Undue Influence and the Rise of Greedy Lawyers

Author: John Q. Blowhard, Esq.

You may contact the author at: blowhard at ivyleague.edu


I'd like to have a scrip that will use regular expressions to extract 
the above information, and update the ticket appropriately.  For 
example, I'd like the "Title" to become the subject of the ticket and 
the "Author" to become the requestor, with the email address set 
appropriately.

Is this something that I can do with a scrip?  Can anyone point me to 
some resources on how to extract info from the body of a ticket using 
regular expressions, and use that data to update ticket fields?

Many thanks!


-C-


From jesse at bestpractical.com  Sun Apr 13 15:31:20 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 13 Apr 2008 15:31:20 -0400
Subject: [rt-users] help with incoming scrip
In-Reply-To: <48025673.9080400@awry.ws>
References: <48025673.9080400@awry.ws>
Message-ID: <1CC1BDE0-B2B3-45C1-849D-1F557F2F162B@bestpractical.com>


On Apr 13, 2008, at 2:52 PM, Chris Haumesser wrote:
> Hey everybody,
>
> I've been using RT for a number of years in various jobs, and it's a
> great tool.  I'm trying to deploy it now for a somewhat novel use case
> (managing law review submissions), and I need some help with scrip
> voodoo.  I'm not much of a perl guy, but I can kind of follow  
> along. ;)
>
> We get dozens of submissions per day via email sent from an electronic
> service.  The emails we get all come with headers from the service
> itself.  The bodies of the messages are consistently formatted, and
> contain lines with information about each article, e.g.
>
>
> Title: Undue Influence and the Rise of Greedy Lawyers
>
> Author: John Q. Blowhard, Esq.
>
> You may contact the author at: blowhard at ivyleague.edu
>
>
> I'd like to have a scrip that will use regular expressions to extract
> the above information, and update the ticket appropriately.  For
> example, I'd like the "Title" to become the subject of the ticket and
> the "Author" to become the requestor, with the email address set
> appropriately.
>
> Is this something that I can do with a scrip?  Can anyone point me to
> some resources on how to extract info from the body of a ticket using
> regular expressions, and use that data to update ticket fields?
>

http://search.cpan.org/~falcone/RT-Extension-ExtractCustomFieldValues-1.6/ 
  is likely what you want.

Best,
Jesse

> Many thanks!
>
>
> -C-
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 ch at awry.ws  Sun Apr 13 17:06:08 2008
From: ch at awry.ws (Chris Haumesser)
Date: Sun, 13 Apr 2008 14:06:08 -0700
Subject: [rt-users] help with incoming scrip
In-Reply-To: <1CC1BDE0-B2B3-45C1-849D-1F557F2F162B@bestpractical.com>
References: <48025673.9080400@awry.ws>
	<1CC1BDE0-B2B3-45C1-849D-1F557F2F162B@bestpractical.com>
Message-ID: <480275C0.50709@awry.ws>

Ok, yes... ExtractCustomValues appears to be capable of doing what I want.

I'm unclear on what I can put in the "script" field of the template.
For example, here's what I've done...


1.  Created template in my queue containing the following:

||Body|^Title:\s*(.*)|$self->TransactionObj->Set( Subject => $_ )||


2.  Created scrip in my queue: on create, extract custom values, my new
template.


3.  Send test messages; subject does not change, nothing in syslog.


I have a feeling that the "script" field in my template isn't right.
What can I put in this field???

Appreciate any pointers in the right direction...



-C-




From Raphux at raphux.com  Sun Apr 13 17:51:52 2008
From: Raphux at raphux.com (Raphael Berlamont)
Date: Sun, 13 Apr 2008 23:51:52 +0200
Subject: [rt-users] RT Reminders and associated rights
In-Reply-To: <47FA0FBC.9020307@raphux.com>
References: <47FA0FBC.9020307@raphux.com>
Message-ID: <1208123512.7833.3.camel@briareos.ivry.raphux.com>

Le lundi 07 avril 2008 ? 14:12 +0200, Raphael Berlamont a ?crit :
> Hello list,
> 
> I would like to know what are the rights that are associated with reminders.
> 
> The thing is that I can set reminders on tickets, but the ticket's owner
> can't remove it: the check box next to the reminder doesn't appear. Of
> course, the owner has the "ModifyTicket" right.

Does anybody have a idea about the right needed to remove a reminder of
a ticket?

Regards,

-- 
Raphael Berlamont



From stephen.a.cochran.lists at cahir.net  Sun Apr 13 23:30:14 2008
From: stephen.a.cochran.lists at cahir.net (Stephen Cochran)
Date: Sun, 13 Apr 2008 23:30:14 -0400
Subject: [rt-users] Popup Calendar
Message-ID: <35ccbd010804132030n5a34037fw60fee15eb901f803@mail.gmail.com>

Running 3.6.3.

I think I finally found the "advanced" view for a new ticket creation, it's
only available when signed in as a privlidged users.

Using the self service interface, I've added the html to display and enter a
due date. The problem now is that the popup window to select a date is not
working for an unprivlidged user; looks like a permissions problem.

I copied /Elements/SelectDate to /SelfSerivce/Elements/SelectDate to see if
that would solve the problme, but no joy.

Is there a simple way to get the date picker to work in the Self-Service
interface?

I'm getting the impression that not many people are using the self-service
interface, that true?
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From ch at awry.ws  Mon Apr 14 04:56:29 2008
From: ch at awry.ws (Chris Haumesser)
Date: Mon, 14 Apr 2008 08:56:29 +0000 (UTC)
Subject: [rt-users] help with ExtractCustomFieldValues
References: <43C3CBC4.6080106@findlay.edu>
	<9D07D2935718D39E737C35F9@idefix.mi.fu-berlin.de>
	<43C3E3C6.8070902@findlay.edu>
Message-ID: <loom.20080414T084437-322@post.gmane.org>

Ryan Fox <rfox <at> findlay.edu> wrote on 2006-01-10:

> So it seems as though in a multipart message, the text/plain part does 
> not get parsed by ExtractCustomFieldValues. 
> My question now is, is there an easy way to make that happen?

I'm running into this same problem. ExtractCustomFieldValues is working great on
simple plaintext mail.  But as soon as I add an attachment, it stops working. 
It's essential that I get this fixed, and my perl is sorely lacking.  I think
the problem is around line 22 of ExtractCustomFieldValues.pm:

    my $FirstAttachment = $Transaction->Attachments->First;
    unless ( $FirstAttachment ) { return 1; }


then later, around line 46:


    my $match = FindMatch( Field           => $InspectField,
                       Match           => $MatchString,
                       FirstAttachment => $FirstAttachment );


The full perl module can be found at http://tinyurl.com/4c9d3n .


At any rate, it seems to me that the module is only checking the "first
attachment" to the ticket (same as the first mimepart?  which equals just the
headers on a multipart message?).  


How can I easily work around this?  I tried setting 

    my $FirstAttachment = $Transaction->Attachments->Second;

but that did not work.


Any help much appreciated...


-C-




 




From npereira at protus.com  Mon Apr 14 09:06:02 2008
From: npereira at protus.com (Nelson Pereira)
Date: Mon, 14 Apr 2008 09:06:02 -0400
Subject: [rt-users] WMI for AssetManagement extenssion
Message-ID: <21044E8C915A7E43B90A1056127160F116B4F6@EXMAIL.protus.org>

Does anyone know if a WMI script exist for the RT Asset Management
extension?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From jboris at adphila.org  Mon Apr 14 11:05:33 2008
From: jboris at adphila.org (John  BORIS)
Date: Mon, 14 Apr 2008 11:05:33 -0400
Subject: [rt-users] At Mail list info
Message-ID: <48033A76.2594.002B.0@adphila.org>

Is the Asset Tracker list still alive. I saw an email a while back about
things starting up again. I have a few questions but don't want to post
them here. the links I have all die or bounce.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"


From gleduc at mail.sdsu.edu  Mon Apr 14 11:23:16 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 14 Apr 2008 08:23:16 -0700
Subject: [rt-users] Default Queue???
In-Reply-To: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>
Message-ID: <6.2.1.2.2.20080414082156.023ce458@mail.sdsu.edu>

Hi Tim,

I'm pretty sure it's just the first one alphabetically.

At 04:37 PM 4/11/2008, Tim Gustafson wrote:
>Hello everyone!
>
>Please forgive the potentially silly question, but I've Google this and
>haven't been able to come up with anything.
>
>Where the heck do you set the default queue for new tickets when users click
>the "New ticket in" button at the top of the screen?


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



From tjg at soe.ucsc.edu  Mon Apr 14 11:24:48 2008
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Mon, 14 Apr 2008 08:24:48 -0700
Subject: [rt-users] Default Queue???
In-Reply-To: <6.2.1.2.2.20080414082156.023ce458@mail.sdsu.edu>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>
	<6.2.1.2.2.20080414082156.023ce458@mail.sdsu.edu>
Message-ID: <045101c89e43$ad74a780$16317280@soe.cse.ucsc.edu>

Actually, I don't think it is.  Right now, it's using 'Techstaff', when
there are about 5 others ahead of that queue ('Bels', 'Faculty Services',
etc).

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg at soe.ucsc.edu
(831) 459-5354


-----Original Message-----
From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] 
Sent: Monday, April 14, 2008 8:23 AM
To: Tim Gustafson; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Hi Tim,

I'm pretty sure it's just the first one alphabetically.

At 04:37 PM 4/11/2008, Tim Gustafson wrote:
>Hello everyone!
>
>Please forgive the potentially silly question, but I've Google this and
>haven't been able to come up with anything.
>
>Where the heck do you set the default queue for new tickets when users
click
>the "New ticket in" button at the top of the screen?


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



From jthuau at heavy-iron.com  Mon Apr 14 11:12:56 2008
From: jthuau at heavy-iron.com (Joachim Thuau)
Date: Mon, 14 Apr 2008 08:12:56 -0700
Subject: [rt-users] At Mail list info
Message-ID: <EC2F2B88C0985D41A2117374FA4EDD5D5FDBC9@hvirmxs01.thqinc.com>

I believe it has been migrated to a google code/project. At least the code is there, along with a wiki with some docs. Maybe someone with write access to the wiki should update the link on the main rt wiki...  :)

Jok

----- Original Message -----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Mon Apr 14 08:05:33 2008
Subject: [rt-users] At Mail list info

Is the Asset Tracker list still alive. I saw an email a while back about
things starting up again. I have a few questions but don't want to post
them here. the links I have all die or bounce.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
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From barnesaw at ucrwcu.rwc.uc.edu  Mon Apr 14 11:27:06 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 14 Apr 2008 11:27:06 -0400
Subject: [rt-users] Default Queue???
In-Reply-To: <045101c89e43$ad74a780$16317280@soe.cse.ucsc.edu>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>	<6.2.1.2.2.20080414082156.023ce458@mail.sdsu.edu>
	<045101c89e43$ad74a780$16317280@soe.cse.ucsc.edu>
Message-ID: <480377CA.6070906@ucrwcu.rwc.uc.edu>

It's probably using the queue's id.  Look in share/html/Elements/SelectQueue

Tim Gustafson wrote:
> Actually, I don't think it is.  Right now, it's using 'Techstaff', when
> there are about 5 others ahead of that queue ('Bels', 'Faculty Services',
> etc).
>
> Tim Gustafson
> SOE Webmaster
> UC Santa Cruz
> tjg at soe.ucsc.edu
> (831) 459-5354
>
>
> -----Original Message-----
> From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] 
> Sent: Monday, April 14, 2008 8:23 AM
> To: Tim Gustafson; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Default Queue???
>
> Hi Tim,
>
> I'm pretty sure it's just the first one alphabetically.
>
> At 04:37 PM 4/11/2008, Tim Gustafson wrote:
>   
>> Hello everyone!
>>
>> Please forgive the potentially silly question, but I've Google this and
>> haven't been able to come up with anything.
>>
>> Where the heck do you set the default queue for new tickets when users
>>     
> click
>   
>> the "New ticket in" button at the top of the screen?
>>     
>
>
>   


From tjg at soe.ucsc.edu  Mon Apr 14 11:36:23 2008
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Mon, 14 Apr 2008 08:36:23 -0700
Subject: [rt-users] Default Queue???
In-Reply-To: <480377CA.6070906@ucrwcu.rwc.uc.edu>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>	<6.2.1.2.2.20080414082156.023ce458@mail.sdsu.edu>
	<045101c89e43$ad74a780$16317280@soe.cse.ucsc.edu>
	<480377CA.6070906@ucrwcu.rwc.uc.edu>
Message-ID: <045801c89e45$4b71cb60$16317280@soe.cse.ucsc.edu>

Drew,

Thanks!  That code is giving me a bit of insight now.  It appears that the
default is being loaded from the user's profile:

SelectQueue:47
==============
% my $d = new RT::Queue($session{'CurrentUser'});
% $d->Load($Default);

SelectQueue:57
==============
<OPTION VALUE="<%($NamedValues ? $queue->Name : $queue->Id) %>" <%(
$queue->Id eq $Default ? 'SELECTED' : '')%>><%$queue->Nam
e%>

So, the question is: where does the $Default value get stored in the
database, and how does one update that information?  I poked around in the
Users, CustomFields and FM_CustomFields tables and couldn't find anything.

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg at soe.ucsc.edu
(831) 459-5354


-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: Monday, April 14, 2008 8:27 AM
To: Tim Gustafson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

It's probably using the queue's id.  Look in share/html/Elements/SelectQueue

Tim Gustafson wrote:
> Actually, I don't think it is.  Right now, it's using 'Techstaff', when
> there are about 5 others ahead of that queue ('Bels', 'Faculty Services',
> etc).
>
> Tim Gustafson
> SOE Webmaster
> UC Santa Cruz
> tjg at soe.ucsc.edu
> (831) 459-5354
>
>
> -----Original Message-----
> From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] 
> Sent: Monday, April 14, 2008 8:23 AM
> To: Tim Gustafson; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Default Queue???
>
> Hi Tim,
>
> I'm pretty sure it's just the first one alphabetically.
>
> At 04:37 PM 4/11/2008, Tim Gustafson wrote:
>   
>> Hello everyone!
>>
>> Please forgive the potentially silly question, but I've Google this and
>> haven't been able to come up with anything.
>>
>> Where the heck do you set the default queue for new tickets when users
>>     
> click
>   
>> the "New ticket in" button at the top of the screen?
>>     
>
>
>   



From gleduc at mail.sdsu.edu  Mon Apr 14 11:45:25 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 14 Apr 2008 08:45:25 -0700
Subject: [rt-users] help with incoming scrip
In-Reply-To: <480275C0.50709@awry.ws>
References: <48025673.9080400@awry.ws>
	<1CC1BDE0-B2B3-45C1-849D-1F557F2F162B@bestpractical.com>
	<480275C0.50709@awry.ws>
Message-ID: <6.2.1.2.2.20080414083918.023cdad8@mail.sdsu.edu>

Hi Chris,

I'm not familiar with the extension, but a couple of observations might 
help (or not).

1.  With other templates, you would use "$Transaction->" instead of 
"$self->TransactionObj->".  I don't know whether this is true for this 
extension.  The "$self" notation generally applies to scrips.

2.  It looks like you're setting the subject of the transaction rather than 
the ticket.  I'd try "$Ticket->Set(Subject=>$_)" assuming that the Set 
syntax is correct.  Or "$self->TicketObj->Set(Subject=>$_)" if I'm off-base 
with observation #1.

Just some place to start looking.

Regards,
Gene

At 02:06 PM 4/13/2008, Chris Haumesser wrote:
>Ok, yes... ExtractCustomValues appears to be capable of doing what I want.
>
>I'm unclear on what I can put in the "script" field of the template.
>For example, here's what I've done...
>
>
>1.  Created template in my queue containing the following:
>
>||Body|^Title:\s*(.*)|$self->TransactionObj->Set( Subject => $_ )||
>
>
>2.  Created scrip in my queue: on create, extract custom values, my new
>template.
>
>
>3.  Send test messages; subject does not change, nothing in syslog.
>
>
>I have a feeling that the "script" field in my template isn't right.
>What can I put in this field???
>
>Appreciate any pointers in the right direction...
>
>
>
>-C-
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: 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 mzagrabe at d.umn.edu  Mon Apr 14 11:52:51 2008
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Mon, 14 Apr 2008 10:52:51 -0500
Subject: [rt-users] trying to use RT-Authen-ExternalAuth-0.05 -	problems
	finding	config options
In-Reply-To: <47FF2221.3090806@jennic.com>
References: <1207864640.1350.21.camel@grateful.d.umn.edu>
	<47FF2221.3090806@jennic.com>
Message-ID: <1208188371.15156.20.camel@grateful.d.umn.edu>

Update - problem solved, though I don't know why.

On Fri, 2008-04-11 at 09:32 +0100, Mike Peachey wrote:
> Matt Zagrabelny wrote:
> > Greetings,
> > 
> > I am getting the following error when I try to update a password for an
> > account in my RT instance.
> 
> Is it JUST when you try to update a password? Or when attempting login too?


Login authentication is handled by a "Single Sign-on" Apache module. So,
to my knowledge it was just happening when trying to update user data.


> It certainly *seems* like you've got everything set up right, unless 
> there's something small somewhere that's gone wrong.. I would suggest 
> doing a:
> 
> use Data::Dumper;
> $RT::Logger->debug(Dumper(@$RT::ExternalAuthPriority));
> 
> Just to see if you can confirm that User_Vendor.pm is able to pick up 
> the config option.. but it certainly seems like it can't, hence the 
> "undefined value".
> 
> This is a LOOOONG shot, but the e-mail you sent is wrapped at so few 
> characters, most things are dropping to new lines and I noticed that the 
> wrapping didn't wrap @$RT::ExternalAuthPriority as one word, but wrapped 
> it like this:
> 
> @
> $RT::ExternalAuthPriority
> 
> You haven't been trawling the file and accidentally added a space in 
> there have you?

No, thanks for checking though.

What had happened:

We had a power outage on Friday and the computer that RT was housed on
rebooted. Upon reboot things worked as expected.

???

-- 
Matt Zagrabelny - mzagrabe at d.umn.edu - (218) 726 8844
University of Minnesota Duluth
Information Technology Systems & Services
PGP key 1024D/84E22DA2 2005-11-07
Fingerprint: 78F9 18B3 EF58 56F5 FC85  C5CA 53E7 887F 84E2 2DA2

He is not a fool who gives up what he cannot keep to gain what he cannot
lose.
-Jim Elliot
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From KFCrocker at lbl.gov  Mon Apr 14 12:42:05 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 14 Apr 2008 09:42:05 -0700
Subject: [rt-users] Default Queue???
In-Reply-To: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>
Message-ID: <4803895D.1030000@lbl.gov>

Tim,


	There should be a drop-down that displays the Queue's available to the 
current user. It is usually in alphabetical order. There may be a way to 
change that, but I don't know of it.


Kenn
LBNL

On 4/11/2008 4:37 PM, Tim Gustafson wrote:
> Hello everyone!
> 
> Please forgive the potentially silly question, but I've Google this and
> haven't been able to come up with anything.
> 
> Where the heck do you set the default queue for new tickets when users click
> the "New ticket in" button at the top of the screen?
> 
> Tim Gustafson
> SOE Webmaster
> UC Santa Cruz
> tjg at soe.ucsc.edu
> (831) 459-5354
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From KFCrocker at lbl.gov  Mon Apr 14 12:45:04 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 14 Apr 2008 09:45:04 -0700
Subject: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with
 'ExternalAuth' extension
In-Reply-To: <4800A251.5090307@jennic.com>
References: <B41F1254D4818341A67879FB24319B68034CFE32@br-exchange1.comalc.com>
	<47FDD51C.6060108@jennic.com>
	<B41F1254D4818341A67879FB24319B68034CFE33@br-exchange1.comalc.com>
	<47FE1684.8000203@jennic.com> <47FE25FA.6090500@jennic.com>
	<b56fd51e0804101056n7b54270dh910da2df4ea7cabe@mail.gmail.com>
	<b56fd51e0804101140s779a61abh54e48f3981fa31f6@mail.gmail.com>
	<b56fd51e0804101233x1d5673e3v5a334ea1b0241dec@mail.gmail.com>
	<47FF203F.6080602@jennic.com>
	<b56fd51e0804110500n1e9151b0j1bdf5b35015cbd3a@mail.gmail.com>
	<47FF5397.2070804@jennic.com> <47FF96E1.6010506@lbl.gov>
	<4800A251.5090307@jennic.com>
Message-ID: <48038A10.1060009@lbl.gov>

Mike,


	I think so. It seems like it would solve my problem of email only users 
getting listed along with privileged users on the drop-downs.


Kenn
LBNL

On 4/12/2008 4:51 AM, Mike Peachey wrote:
> Kenneth Crocker wrote:
>> Mike, Pedro,
>>
>>
>>     We use LDAP as well and the same setting (Set($AutoCreate, 
>> {Privileged => 1});) and it works well as far as getting the new user 
>> into the DB. All I have to do after that is put them in the 
>> appropriate group the they will HAVE some privileges. We don't grant 
>> many GLOBAL privileges so if someo wants to do something other than 
>> reply to email on their own ticket or see their own ticket, they have 
>> to be in a group.
>>     The problem I'm having with autocreate is that when an email 
>> address is added to some correspondence in the CC field, then RT adds 
>> the entire email address as a privleged user instead of unprivileged. 
>> Once that happens, they show up in a lot of drop-downs for watcher and 
>> then I have this unrelated "privileged" email address being offered as 
>> a possible USER ID for watchers and many of my regular users don't 
>> know which of the two IDs to select for that one person. It gets 
>> irritating and now I'm considering using SQL to get rid of them. Any 
>> ideas on a better setting for adding email addresses as 
>> "unprivileged"? Thanks
>>
>> Kenn
>> LBNL
> 
> I have a thought. I don't know whether I will need to override the 
> AutoCreate method or if I can do it all just by passing params from the 
> autohandler auth callback, but it seems reasonable that I should be able 
> to easily allow LDAP users to be autocreated as Privileged, while 
> leaving the default AutoCreation at unprivileged.
> 
> This way, by way of a configuration setting, that is individual to each 
> ExternalAuth configuration group (LDAP/DBI etc) you could specify 
> whether to autocreate as privileged or unprivileged, and RT would still 
> retain it's own default setting for *other* users..
> 
> Do you think this is something you'd want built into the extension?
> 
> Opinions welcome.
> -- 
> Kind Regards,
> 
> ___________________________________________________
> 
> Mike Peachey, IT
> Tel: +44 (0) 114 281 2655
> Fax: +44 (0) 114 281 2951
> Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
> http://www.jennic.com
> Confidential
> ___________________________________________________
> 
> 



From KFCrocker at lbl.gov  Mon Apr 14 12:54:17 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 14 Apr 2008 09:54:17 -0700
Subject: [rt-users] Popup Calendar
In-Reply-To: <35ccbd010804132030n5a34037fw60fee15eb901f803@mail.gmail.com>
References: <35ccbd010804132030n5a34037fw60fee15eb901f803@mail.gmail.com>
Message-ID: <48038C39.8020708@lbl.gov>

Stephen,


	What kind of privileges have you granted and to whom in relation to the 
queue where the ticket is being created (or attempted)?


Kenn
LBNL

On 4/13/2008 8:30 PM, Stephen Cochran wrote:
> 
> Running 3.6.3. <http://3.6.3.>
> 
> I think I finally found the "advanced" view for a new ticket creation, 
> it's only available when signed in as a privlidged users.
> 
> Using the self service interface, I've added the html to display and 
> enter a due date. The problem now is that the popup window to select a 
> date is not working for an unprivlidged user; looks like a permissions 
> problem.
> 
> I copied /Elements/SelectDate to /SelfSerivce/Elements/SelectDate to see 
> if that would solve the problme, but no joy.
> 
> Is there a simple way to get the date picker to work in the Self-Service 
> interface?
> 
> I'm getting the impression that not many people are using the 
> self-service interface, that true?
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From ch at awry.ws  Mon Apr 14 12:57:25 2008
From: ch at awry.ws (Chris Haumesser)
Date: Mon, 14 Apr 2008 16:57:25 +0000 (UTC)
Subject: [rt-users] help with ExtractCustomFieldValues
References: <43C3CBC4.6080106@findlay.edu>
	<9D07D2935718D39E737C35F9@idefix.mi.fu-berlin.de>
	<43C3E3C6.8070902@findlay.edu>
	<loom.20080414T084437-322@post.gmane.org>
Message-ID: <loom.20080414T165130-852@post.gmane.org>

Chris Haumesser <ch <at> awry.ws> writes:

> Ryan Fox <rfox <at> findlay.edu> wrote on 2006-01-10:
> 
> > So it seems as though in a multipart message, the text/plain part does 
> > not get parsed by ExtractCustomFieldValues. 
> > My question now is, is there an easy way to make that happen?

> At any rate, it seems to me that the module is only checking the "first
> attachment" to the ticket (same as the first mimepart?  which equals just the
> headers on a multipart message?).  


I fixed this by modifying the module to iterate over all attachments, instead of
just matching against the first one.  My modified ExtractCustomFieldValues.pm
can be found at http://tinyurl.com/3kh37e.  Not extensively tested, so use at
your own risk.


-C-



From tjg at soe.ucsc.edu  Mon Apr 14 13:21:07 2008
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Mon, 14 Apr 2008 10:21:07 -0700
Subject: [rt-users] Default Queue???
In-Reply-To: <4803895D.1030000@lbl.gov>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>
	<4803895D.1030000@lbl.gov>
Message-ID: <048701c89e53$eccf1e50$16317280@soe.cse.ucsc.edu>

Yes, there is a drop-down.  I'm asking how to change the default selected
item in that drop-down. 

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg at soe.ucsc.edu
(831) 459-5354


-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Monday, April 14, 2008 9:42 AM
To: Tim Gustafson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Tim,


	There should be a drop-down that displays the Queue's available to
the 
current user. It is usually in alphabetical order. There may be a way to 
change that, but I don't know of it.


Kenn
LBNL

On 4/11/2008 4:37 PM, Tim Gustafson wrote:
> Hello everyone!
> 
> Please forgive the potentially silly question, but I've Google this and
> haven't been able to come up with anything.
> 
> Where the heck do you set the default queue for new tickets when users
click
> the "New ticket in" button at the top of the screen?
> 
> Tim Gustafson
> SOE Webmaster
> UC Santa Cruz
> tjg at soe.ucsc.edu
> (831) 459-5354
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From ch at awry.ws  Mon Apr 14 13:22:19 2008
From: ch at awry.ws (Chris Haumesser)
Date: Mon, 14 Apr 2008 10:22:19 -0700
Subject: [rt-users] help with incoming scrip
In-Reply-To: <6.2.1.2.2.20080414083918.023cdad8@mail.sdsu.edu>
References: <48025673.9080400@awry.ws>
	<1CC1BDE0-B2B3-45C1-849D-1F557F2F162B@bestpractical.com>
	<480275C0.50709@awry.ws>
	<6.2.1.2.2.20080414083918.023cdad8@mail.sdsu.edu>
Message-ID: <480392CB.3080707@awry.ws>

I think I've got this one licked.

I'll be doing a full write-up of my project at www.awry.ws in a few days.


> 1.  With other templates, you would use "$Transaction->" instead of 
> "$self->TransactionObj->".  I don't know whether this is true for this 
> extension.  The "$self" notation generally applies to scrips.


Yes, as it turns out, ExtractCustomFieldValues.pm defines $Transaction 
and $Ticket for me thusly:

   my $Transaction = $self->TransactionObj;
   my $Ticket = $self->TicketObj;

so one can use simply $Transaction or $Ticket.


> 2.  It looks like you're setting the subject of the transaction rather 
> than the ticket.  I'd try "$Ticket->Set(Subject=>$_)" assuming that the 
> Set syntax is correct.  Or "$self->TicketObj->Set(Subject=>$_)" if I'm 
> off-base with observation #1.


Yup, figured that out, too.  The final magic for the template ended up 
being:

|body|^Title:\s*(.*)$|$Ticket->SetSubject($_);|


I also had a hell of a time just getting ExtractCustomFieldValues to 
operate at all on the message body, until I realized that the "newest 
version always here" link on 
http://wiki.bestpractical.com/view/ExtractCustomFieldValues doesn't 
point to the newest version after all.  My progress accelerated 
considerably once I got the right code!  ;)

Still, the ExtractCustomFieldValues.pm only looks at the first 
attachment to a ticket, so it doesn't work on multipart messages.  I had 
to rework the module a bit to have it iterate over all attachments 
instead.  Modified pm is here: http://tinyurl.com/3kh37e (untested - YMMV).


Learning perl is, uh... fun.  ;-)



-C-


From barnesaw at ucrwcu.rwc.uc.edu  Mon Apr 14 13:24:14 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 14 Apr 2008 13:24:14 -0400
Subject: [rt-users] Default Queue???
In-Reply-To: <048701c89e53$eccf1e50$16317280@soe.cse.ucsc.edu>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>	<4803895D.1030000@lbl.gov>
	<048701c89e53$eccf1e50$16317280@soe.cse.ucsc.edu>
Message-ID: <4803933E.4000608@ucrwcu.rwc.uc.edu>

On our system, our lowercase queues appear first, then capitalized.  I 
just named queues accordingly.


Tim Gustafson wrote:
> Yes, there is a drop-down.  I'm asking how to change the default selected
> item in that drop-down. 
>
> Tim Gustafson
> SOE Webmaster
> UC Santa Cruz
> tjg at soe.ucsc.edu
> (831) 459-5354
>
>
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Monday, April 14, 2008 9:42 AM
> To: Tim Gustafson
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Default Queue???
>
> Tim,
>
>
> 	There should be a drop-down that displays the Queue's available to
> the 
> current user. It is usually in alphabetical order. There may be a way to 
> change that, but I don't know of it.
>
>
> Kenn
> LBNL
>
> On 4/11/2008 4:37 PM, Tim Gustafson wrote:
>   
>> Hello everyone!
>>
>> Please forgive the potentially silly question, but I've Google this and
>> haven't been able to come up with anything.
>>
>> Where the heck do you set the default queue for new tickets when users
>>     
> click
>   
>> the "New ticket in" button at the top of the screen?
>>
>> Tim Gustafson
>> SOE Webmaster
>> UC Santa Cruz
>> tjg at soe.ucsc.edu
>> (831) 459-5354
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 tjg at soe.ucsc.edu  Mon Apr 14 13:28:12 2008
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Mon, 14 Apr 2008 10:28:12 -0700
Subject: [rt-users] Default Queue???
In-Reply-To: <4803933E.4000608@ucrwcu.rwc.uc.edu>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>	<4803895D.1030000@lbl.gov>
	<048701c89e53$eccf1e50$16317280@soe.cse.ucsc.edu>
	<4803933E.4000608@ucrwcu.rwc.uc.edu>
Message-ID: <048901c89e54$ea73fad0$16317280@soe.cse.ucsc.edu>

Drew,

The queue that's selected by default right now is "Techstaff".  There are 6
other queues ahead of that queue, including "BELS" and "Faculty Services".
The list is selecting "Techstaff", the 6th entry, by default.  I've already
done some research into the code that makes this selection, and the
"Default" queue is indeed being pulled from the user's session, but I can't
seem to find where that default is being set. 

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg at soe.ucsc.edu
(831) 459-5354


-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: Monday, April 14, 2008 10:24 AM
To: Tim Gustafson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

On our system, our lowercase queues appear first, then capitalized.  I 
just named queues accordingly.


Tim Gustafson wrote:
> Yes, there is a drop-down.  I'm asking how to change the default selected
> item in that drop-down. 
>
> Tim Gustafson
> SOE Webmaster
> UC Santa Cruz
> tjg at soe.ucsc.edu
> (831) 459-5354
>
>
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Monday, April 14, 2008 9:42 AM
> To: Tim Gustafson
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Default Queue???
>
> Tim,
>
>
> 	There should be a drop-down that displays the Queue's available to
> the 
> current user. It is usually in alphabetical order. There may be a way to 
> change that, but I don't know of it.
>
>
> Kenn
> LBNL
>
> On 4/11/2008 4:37 PM, Tim Gustafson wrote:
>   
>> Hello everyone!
>>
>> Please forgive the potentially silly question, but I've Google this and
>> haven't been able to come up with anything.
>>
>> Where the heck do you set the default queue for new tickets when users
>>     
> click
>   
>> the "New ticket in" button at the top of the screen?
>>
>> Tim Gustafson
>> SOE Webmaster
>> UC Santa Cruz
>> tjg at soe.ucsc.edu
>> (831) 459-5354
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 npereira at protus.com  Mon Apr 14 13:31:21 2008
From: npereira at protus.com (Nelson Pereira)
Date: Mon, 14 Apr 2008 13:31:21 -0400
Subject: [rt-users] Need help in getting RT login on SSL HTTPS
Message-ID: <21044E8C915A7E43B90A1056127160F116B5A5@EXMAIL.protus.org>

Hi all,

 

My RT is working like a charm, basically getting user/password from the
LDAP directory for Authentication.

The Security group want the RT to be running on HTTPS.

 

What do I need to configure for this to work?

 

Is there howto's on how to do this?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From barnesaw at ucrwcu.rwc.uc.edu  Mon Apr 14 13:36:59 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 14 Apr 2008 13:36:59 -0400
Subject: [rt-users] Default Queue???
In-Reply-To: <048901c89e54$ea73fad0$16317280@soe.cse.ucsc.edu>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>	<4803895D.1030000@lbl.gov>	<048701c89e53$eccf1e50$16317280@soe.cse.ucsc.edu>	<4803933E.4000608@ucrwcu.rwc.uc.edu>
	<048901c89e54$ea73fad0$16317280@soe.cse.ucsc.edu>
Message-ID: <4803963B.5010708@ucrwcu.rwc.uc.edu>

What is the numerical id of that queue?

Tim Gustafson wrote:
> Drew,
>
> The queue that's selected by default right now is "Techstaff".  There are 6
> other queues ahead of that queue, including "BELS" and "Faculty Services".
> The list is selecting "Techstaff", the 6th entry, by default.  I've already
> done some research into the code that makes this selection, and the
> "Default" queue is indeed being pulled from the user's session, but I can't
> seem to find where that default is being set. 
>
> Tim Gustafson
> SOE Webmaster
> UC Santa Cruz
> tjg at soe.ucsc.edu
> (831) 459-5354
>
>
> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
> Sent: Monday, April 14, 2008 10:24 AM
> To: Tim Gustafson
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Default Queue???
>
> On our system, our lowercase queues appear first, then capitalized.  I 
> just named queues accordingly.
>
>
> Tim Gustafson wrote:
>   
>> Yes, there is a drop-down.  I'm asking how to change the default selected
>> item in that drop-down. 
>>
>> Tim Gustafson
>> SOE Webmaster
>> UC Santa Cruz
>> tjg at soe.ucsc.edu
>> (831) 459-5354
>>
>>
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>> Sent: Monday, April 14, 2008 9:42 AM
>> To: Tim Gustafson
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Default Queue???
>>
>> Tim,
>>
>>
>> 	There should be a drop-down that displays the Queue's available to
>> the 
>> current user. It is usually in alphabetical order. There may be a way to 
>> change that, but I don't know of it.
>>
>>
>> Kenn
>> LBNL
>>
>> On 4/11/2008 4:37 PM, Tim Gustafson wrote:
>>   
>>     
>>> Hello everyone!
>>>
>>> Please forgive the potentially silly question, but I've Google this and
>>> haven't been able to come up with anything.
>>>
>>> Where the heck do you set the default queue for new tickets when users
>>>     
>>>       
>> click
>>   
>>     
>>> the "New ticket in" button at the top of the screen?
>>>
>>> Tim Gustafson
>>> SOE Webmaster
>>> UC Santa Cruz
>>> tjg at soe.ucsc.edu
>>> (831) 459-5354
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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 lgrella at acquiremedia.com  Mon Apr 14 13:48:04 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Mon, 14 Apr 2008 10:48:04 -0700 (PDT)
Subject: [rt-users] Can a user add a dependency on a ticket he does not have
 access to?
Message-ID: <16681215.post@talk.nabble.com>


I am trying to figure out why a users who owns a ticket in a certain queue is
not able to add a dependency to that ticket which is a ticket in another
queue which he does not have access. This is how our RT is set up...
All users can see all queues, but not the tickets within those queues. 2 of
my queues are Content and IT Support. A user has read and write access to
the Content queue and owns a ticket in the content queue. He wants to add a
dependency of a ticket from the IT support queue to his ticket, but does not
have read or write access to IT support. When he tries to add the ticket as
a link to his ticket, he gets an error that his permission is denied. How
can I set this up so that he does not see the ticket, but can add it as a
link in his own ticket for a dependency?

Thanks,
Laura
-- 
View this message in context: http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-not-have-access-to--tp16681215p16681215.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From asallade at PTSOWA.ORG  Mon Apr 14 14:15:15 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Mon, 14 Apr 2008 11:15:15 -0700
Subject: [rt-users] Can a user add a dependency on a ticket he does not
	have access to?
In-Reply-To: <16681215.post@talk.nabble.com>
References: <16681215.post@talk.nabble.com>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF677@PTSOEXCHANGE.PTSOWA.ORG>

He needs the CreateTicket right in the target queue?

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

-----Original Message-----
From: lgrella [mailto:lgrella at acquiremedia.com] 
Sent: Monday, April 14, 2008 10:48 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Can a user add a dependency on a ticket he does not
have access to?


I am trying to figure out why a users who owns a ticket in a certain
queue is
not able to add a dependency to that ticket which is a ticket in another
queue which he does not have access. This is how our RT is set up...
All users can see all queues, but not the tickets within those queues. 2
of
my queues are Content and IT Support. A user has read and write access
to
the Content queue and owns a ticket in the content queue. He wants to
add a
dependency of a ticket from the IT support queue to his ticket, but does
not
have read or write access to IT support. When he tries to add the ticket
as
a link to his ticket, he gets an error that his permission is denied.
How
can I set this up so that he does not see the ticket, but can add it as
a
link in his own ticket for a dependency?

Thanks,
Laura
-- 
View this message in context:
http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-no
t-have-access-to--tp16681215p16681215.html
Sent from the Request Tracker - User mailing list archive at Nabble.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 ravi.verma at telecommand.com  Mon Apr 14 13:31:41 2008
From: ravi.verma at telecommand.com (Ravi Verma)
Date: Mon, 14 Apr 2008 10:31:41 -0700 (PDT)
Subject: [rt-users] Strange crashing of RT
Message-ID: <48961.10.5.0.2.1208194301.squirrel@10.5.0.101>

Dear Friends,

I am observing a strange crashing of RT installations.

1. I have an RT installation of Version 3.6.6 on CentOS Linux scm
2.6.18-53.1.14.el5 #1 SMP Wed Mar 5 11:36:49 EST 2008 i686 i686 i386
GNU/Linux.

2. I configure RT with the following options.
./configure --with-web-user=apache --with-web-group=apache

3. Following is the apache configuration file.
<VirtualHost *>
   ServerName xxx.xxxx.com
   #DocumentRoot /opt/rt3/share/html
   Alias /rt "/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::compat

   PerlModule Apache::DBI
   PerlRequire /opt/rt3/bin/webmux.pl

   <Location /rt>
       SetHandler perl-script
       PerlHandler RT::Mason
   </Location>
</VirtualHost>

4. I restart apache and everything runs normally.

5. After sometime, seems randomly apache crashes with the following error
in the Apache error_log .
[Sun Apr 13 07:02:05 2008] [error] Insecure dependency in chdir while
running with -T switch at /usr/lib/perl5/5.8.8/File/Path.pm line
222.\nCompilation failed in require at (eval 2) line 1.\n
[Sun Apr 13 07:02:05 2008] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server xxx.xxxx.com:0, exiting...

6. If I try to start Apache, it fails with the same error.

7. At this stage, I delete the RT installation and go back to step 2 and
reinstall RT without any change.

8. Once again, it Apache starts smoothly.

I appreciate your help.

-- 
Kind regards.

Ravi Verma
Chief Executive Officer
Telecommand Software and Services
3175 Sunset Blvd, Suite 104-B
Rocklin, CA 95677
Phone:9167053261
Fax:9169142008
www.telecommand.com


From sturner at MIT.EDU  Mon Apr 14 14:15:55 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 14 Apr 2008 14:15:55 -0400
Subject: [rt-users] RT 3.4-compat stylesheet
Message-ID: <6.2.3.4.2.20080414132830.049c8600@po14.mit.edu>

Is anyone else using the 3.4-compat stylesheet for RT 3.6? We are, 
and we're finding that unless the browser window is wide enough, the 
main body of any RT page jumps down below the bottom of the left-hand 
menu bar. (screenshot at http://web.mit.edu/sturner/www/rt/rt36.png 
). This occurs with Opera, Firefox, IE on Win XP and on Firefox/Mac.

Has anyone encountered this ? Anyone fixed it?

Thanks,
Steve


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




From mathew.snyder at gmail.com  Mon Apr 14 14:33:48 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Mon, 14 Apr 2008 14:33:48 -0400
Subject: [rt-users] RT 3.4-compat stylesheet
In-Reply-To: <6.2.3.4.2.20080414132830.049c8600@po14.mit.edu>
References: <6.2.3.4.2.20080414132830.049c8600@po14.mit.edu>
Message-ID: <4803A38C.50708@gmail.com>

I think I ran into it when I first built our system about 1.5 years ago. 
  I just played with the layout until I found the right widths so that 
it didn't happen.

Stephen Turner wrote:
> Is anyone else using the 3.4-compat stylesheet for RT 3.6? We are, 
> and we're finding that unless the browser window is wide enough, the 
> main body of any RT page jumps down below the bottom of the left-hand 
> menu bar. (screenshot at http://web.mit.edu/sturner/www/rt/rt36.png 
> ). This occurs with Opera, Firefox, IE on Win XP and on Firefox/Mac.
> 
> Has anyone encountered this ? Anyone fixed it?
> 
> Thanks,
> Steve
> 
> 
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT Information Services and Technology (IS&T)
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
"If you do things right people won't be sure you've done anything at all."

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


From smithj4 at bnl.gov  Mon Apr 14 14:04:45 2008
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Mon, 14 Apr 2008 14:04:45 -0400
Subject: [rt-users] Default Queue???
In-Reply-To: <048901c89e54$ea73fad0$16317280@soe.cse.ucsc.edu>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>
	<4803895D.1030000@lbl.gov>
	<048701c89e53$eccf1e50$16317280@soe.cse.ucsc.edu>
	<4803933E.4000608@ucrwcu.rwc.uc.edu>
	<048901c89e54$ea73fad0$16317280@soe.cse.ucsc.edu>
Message-ID: <1208196285.7660.13.camel@smith.racf.bnl.gov>

Hi Tim,

I don't know what version of RT you have there, but we are still using
an older 3.4.5 version here.  In this version, the code you want to look
for is in:

/var/rt/html/Elements/SelectNewTicketQueue

Near the end, it sets:  $Default => 0

This sets the 'SELECTED' attribute in the html <OPTION> tag in the code
above when it loops through the Queues.  The Id is an RT internal Id
number, which you can see as Admin when Configuring the Queues.

The correct way to change this is to copy that file to the local RT html
directory, for our installation it would be here:

/usr/local/rt/html/Elements/SelectNewTicketQueue

make the changes you want and restart apache.

~Jason


On Mon, 2008-04-14 at 10:28 -0700, Tim Gustafson wrote:
> Drew,
> 
> The queue that's selected by default right now is "Techstaff".  There are 6
> other queues ahead of that queue, including "BELS" and "Faculty Services".
> The list is selecting "Techstaff", the 6th entry, by default.  I've already
> done some research into the code that makes this selection, and the
> "Default" queue is indeed being pulled from the user's session, but I can't
> seem to find where that default is being set. 
> 
> Tim Gustafson
> SOE Webmaster
> UC Santa Cruz
> tjg at soe.ucsc.edu
> (831) 459-5354
> 
> 
> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
> Sent: Monday, April 14, 2008 10:24 AM
> To: Tim Gustafson
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Default Queue???
> 
> On our system, our lowercase queues appear first, then capitalized.  I 
> just named queues accordingly.
> 
> 
> Tim Gustafson wrote:
> > Yes, there is a drop-down.  I'm asking how to change the default selected
> > item in that drop-down. 
> >
> > Tim Gustafson
> > SOE Webmaster
> > UC Santa Cruz
> > tjg at soe.ucsc.edu
> > (831) 459-5354
> >
> >
> > -----Original Message-----
> > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> > Sent: Monday, April 14, 2008 9:42 AM
> > To: Tim Gustafson
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] Default Queue???
> >
> > Tim,
> >
> >
> > 	There should be a drop-down that displays the Queue's available to
> > the 
> > current user. It is usually in alphabetical order. There may be a way to 
> > change that, but I don't know of it.
> >
> >
> > Kenn
> > LBNL
> >
> > On 4/11/2008 4:37 PM, Tim Gustafson wrote:
> >   
> >> Hello everyone!
> >>
> >> Please forgive the potentially silly question, but I've Google this and
> >> haven't been able to come up with anything.
> >>
> >> Where the heck do you set the default queue for new tickets when users
> >>     
> > click
> >   
> >> the "New ticket in" button at the top of the screen?
> >>
> >> Tim Gustafson
> >> SOE Webmaster
> >> UC Santa Cruz
> >> tjg at soe.ucsc.edu
> >> (831) 459-5354
> >>
> >>
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: 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
> 
-- 
/------------------------------------------------------------------\
|  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 lgrella at acquiremedia.com  Mon Apr 14 14:54:29 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Mon, 14 Apr 2008 11:54:29 -0700 (PDT)
Subject: [rt-users] Can a user add a dependency on a ticket he does not
 have access to?
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF677@PTSOEXCHANGE.PTSOWA.ORG>
References: <16681215.post@talk.nabble.com>
	<33DEE66ED2E72346ABC638427A7701404BF677@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <16686736.post@talk.nabble.com>


All priveleged users in the system have Create Ticket rights for all queues,
so this is not the problem.

Aaron Sallade wrote:
> 
> He needs the CreateTicket right in the target queue?
> 
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> "Shared Technology for Community Health"
> (206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> asallade at ptsowa.org
> 
> -----Original Message-----
> From: lgrella [mailto:lgrella at acquiremedia.com] 
> Sent: Monday, April 14, 2008 10:48 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Can a user add a dependency on a ticket he does not
> have access to?
> 
> 
> I am trying to figure out why a users who owns a ticket in a certain
> queue is
> not able to add a dependency to that ticket which is a ticket in another
> queue which he does not have access. This is how our RT is set up...
> All users can see all queues, but not the tickets within those queues. 2
> of
> my queues are Content and IT Support. A user has read and write access
> to
> the Content queue and owns a ticket in the content queue. He wants to
> add a
> dependency of a ticket from the IT support queue to his ticket, but does
> not
> have read or write access to IT support. When he tries to add the ticket
> as
> a link to his ticket, he gets an error that his permission is denied.
> How
> can I set this up so that he does not see the ticket, but can add it as
> a
> link in his own ticket for a dependency?
> 
> Thanks,
> Laura
> -- 
> View this message in context:
> http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-no
> t-have-access-to--tp16681215p16681215.html
> Sent from the Request Tracker - User mailing list archive at Nabble.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
> 
> 

-- 
View this message in context: http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-not-have-access-to--tp16681215p16686736.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From Candelario at zoominfo.com  Mon Apr 14 14:54:48 2008
From: Candelario at zoominfo.com (Candelario, Bill)
Date: Mon, 14 Apr 2008 14:54:48 -0400
Subject: [rt-users] Reminder Field
Message-ID: <15503D4FF4C716448506E0565354452701859989D2@tenacious.eliyon.com>

Hello,

Is there a way to use the Reminder's field, in RT 3.6, for sending out an email when that particular ticket is due?  I am currently using rt-remind and it will only send out bulk reminders and I would also have to schedule when they are to be sent out.  I was hoping to find something that would check the reminder's field and send out an email if there is a reminder pending.

Thanks,
-Bill
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From Dominic.Lepiane at ptgrey.com  Mon Apr 14 15:01:20 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Mon, 14 Apr 2008 12:01:20 -0700
Subject: [rt-users] Text/plain attachments not showing up inline
Message-ID: <CBBF65F82D50294190C8F76CA267464274BFA216@rosser.pointgrey.local>

Dear RT Users,

I just upgraded from 3.0.11 to 3.6.6 (as per my earlier more panicked emails about my config issues.  I have that all sorted out and most everything is fine, just fine.

The one odd problem one of the users has noticed is that some text attachments are no longer being displayed inline.  Normal email messages are fine.  They come in something like this:

Subject:        RE: [PGR #92694] Firefly MV: LED flashing
Date:   Mon, 7 Apr 2008 16:53:42 +0200
To:     <support at example.com>
From:   Oliver Machui <machui at example.org>
Download (untitled) [text/plain 289b]

And the message follows.

However, we have some web-form generated email messages that come in and the body of those messages does not display inline.  They look basically the same:

Subject:        RMA Report: Firefly MV S/N 7140913
Date:   Wed, 2 Apr 2008 08:37:30 -0700
To:     <support at example.com>
From:   <machui at example.org>
Download RMA_Firefly MV_7140913.txt [text/plain 1.8k]

Except the body is not displayed and staff instead have to use the provided Download link.

I tried tweaking what settings I could find in the SiteConfig that seemed to be of any relevance:

Set($MaxInlineBody, 10000000);
Set($SuppressInlineTextFiles, 0);

Neither of these seem to have any effect.

And just to clarify, in RT 3.0.11, these messages are displayed inline.  This is only a problem in 3.6.6.  And this does affect new messages that have come in since the upgrade, so it's not just some oddity with pre-upgrade data.

Thanks in advance,

--
Dominic Lepiane
Network Administrator
Point Grey Research
604 730 9937 x283

From tjg at soe.ucsc.edu  Mon Apr 14 15:01:47 2008
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Mon, 14 Apr 2008 12:01:47 -0700
Subject: [rt-users] Default Queue???
In-Reply-To: <4803963B.5010708@ucrwcu.rwc.uc.edu>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>	<4803895D.1030000@lbl.gov>	<048701c89e53$eccf1e50$16317280@soe.cse.ucsc.edu>	<4803933E.4000608@ucrwcu.rwc.uc.edu>
	<048901c89e54$ea73fad0$16317280@soe.cse.ucsc.edu>
	<4803963B.5010708@ucrwcu.rwc.uc.edu>
Message-ID: <04e001c89e61$fcffd4a0$16317280@soe.cse.ucsc.edu>

11 


 

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg at soe.ucsc.edu
(831) 459-5354


-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: Monday, April 14, 2008 10:37 AM
To: Tim Gustafson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

What is the numerical id of that queue?

Tim Gustafson wrote:
> Drew,
>
> The queue that's selected by default right now is "Techstaff".  There are
6
> other queues ahead of that queue, including "BELS" and "Faculty Services".
> The list is selecting "Techstaff", the 6th entry, by default.  I've
already
> done some research into the code that makes this selection, and the
> "Default" queue is indeed being pulled from the user's session, but I
can't
> seem to find where that default is being set. 
>
> Tim Gustafson
> SOE Webmaster
> UC Santa Cruz
> tjg at soe.ucsc.edu
> (831) 459-5354
>
>
> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
> Sent: Monday, April 14, 2008 10:24 AM
> To: Tim Gustafson
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Default Queue???
>
> On our system, our lowercase queues appear first, then capitalized.  I 
> just named queues accordingly.
>
>
> Tim Gustafson wrote:
>   
>> Yes, there is a drop-down.  I'm asking how to change the default selected
>> item in that drop-down. 
>>
>> Tim Gustafson
>> SOE Webmaster
>> UC Santa Cruz
>> tjg at soe.ucsc.edu
>> (831) 459-5354
>>
>>
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>> Sent: Monday, April 14, 2008 9:42 AM
>> To: Tim Gustafson
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Default Queue???
>>
>> Tim,
>>
>>
>> 	There should be a drop-down that displays the Queue's available to
>> the 
>> current user. It is usually in alphabetical order. There may be a way to 
>> change that, but I don't know of it.
>>
>>
>> Kenn
>> LBNL
>>
>> On 4/11/2008 4:37 PM, Tim Gustafson wrote:
>>   
>>     
>>> Hello everyone!
>>>
>>> Please forgive the potentially silly question, but I've Google this and
>>> haven't been able to come up with anything.
>>>
>>> Where the heck do you set the default queue for new tickets when users
>>>     
>>>       
>> click
>>   
>>     
>>> the "New ticket in" button at the top of the screen?
>>>
>>> Tim Gustafson
>>> SOE Webmaster
>>> UC Santa Cruz
>>> tjg at soe.ucsc.edu
>>> (831) 459-5354
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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 sturner at MIT.EDU  Mon Apr 14 14:43:39 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 14 Apr 2008 14:43:39 -0400
Subject: [rt-users] RT 3.4-compat stylesheet
In-Reply-To: <4803A38C.50708@gmail.com>
References: <6.2.3.4.2.20080414132830.049c8600@po14.mit.edu>
	<4803A38C.50708@gmail.com>
Message-ID: <6.2.3.4.2.20080414144300.04a020b8@po14.mit.edu>

At Monday 4/14/2008 02:33 PM, Mathew wrote:
>I think I ran into it when I first built our system about 1.5 years 
>ago.  I just played with the layout until I found the right widths 
>so that it didn't happen.

Any memories of exactly what you tweaked?

Thanks,
Steve



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




From tjg at soe.ucsc.edu  Mon Apr 14 15:05:14 2008
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Mon, 14 Apr 2008 12:05:14 -0700
Subject: [rt-users] Default Queue???
In-Reply-To: <1208196285.7660.13.camel@smith.racf.bnl.gov>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>
	<4803895D.1030000@lbl.gov>
	<048701c89e53$eccf1e50$16317280@soe.cse.ucsc.edu>
	<4803933E.4000608@ucrwcu.rwc.uc.edu>
	<048901c89e54$ea73fad0$16317280@soe.cse.ucsc.edu>
	<1208196285.7660.13.camel@smith.racf.bnl.gov>
Message-ID: <04ea01c89e62$78688b00$16317280@soe.cse.ucsc.edu>

Ahh, that's exactly what I'm looking for.  Thanks! 

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg at soe.ucsc.edu
(831) 459-5354


-----Original Message-----
From: Jason A. Smith [mailto:smithj4 at bnl.gov] 
Sent: Monday, April 14, 2008 11:05 AM
To: Tim Gustafson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Hi Tim,

I don't know what version of RT you have there, but we are still using
an older 3.4.5 version here.  In this version, the code you want to look
for is in:

/var/rt/html/Elements/SelectNewTicketQueue

Near the end, it sets:  $Default => 0

This sets the 'SELECTED' attribute in the html <OPTION> tag in the code
above when it loops through the Queues.  The Id is an RT internal Id
number, which you can see as Admin when Configuring the Queues.

The correct way to change this is to copy that file to the local RT html
directory, for our installation it would be here:

/usr/local/rt/html/Elements/SelectNewTicketQueue

make the changes you want and restart apache.

~Jason


On Mon, 2008-04-14 at 10:28 -0700, Tim Gustafson wrote:
> Drew,
> 
> The queue that's selected by default right now is "Techstaff".  There are
6
> other queues ahead of that queue, including "BELS" and "Faculty Services".
> The list is selecting "Techstaff", the 6th entry, by default.  I've
already
> done some research into the code that makes this selection, and the
> "Default" queue is indeed being pulled from the user's session, but I
can't
> seem to find where that default is being set. 
> 
> Tim Gustafson
> SOE Webmaster
> UC Santa Cruz
> tjg at soe.ucsc.edu
> (831) 459-5354
> 
> 
> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
> Sent: Monday, April 14, 2008 10:24 AM
> To: Tim Gustafson
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Default Queue???
> 
> On our system, our lowercase queues appear first, then capitalized.  I 
> just named queues accordingly.
> 
> 
> Tim Gustafson wrote:
> > Yes, there is a drop-down.  I'm asking how to change the default
selected
> > item in that drop-down. 
> >
> > Tim Gustafson
> > SOE Webmaster
> > UC Santa Cruz
> > tjg at soe.ucsc.edu
> > (831) 459-5354
> >
> >
> > -----Original Message-----
> > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> > Sent: Monday, April 14, 2008 9:42 AM
> > To: Tim Gustafson
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] Default Queue???
> >
> > Tim,
> >
> >
> > 	There should be a drop-down that displays the Queue's available to
> > the 
> > current user. It is usually in alphabetical order. There may be a way to

> > change that, but I don't know of it.
> >
> >
> > Kenn
> > LBNL
> >
> > On 4/11/2008 4:37 PM, Tim Gustafson wrote:
> >   
> >> Hello everyone!
> >>
> >> Please forgive the potentially silly question, but I've Google this and
> >> haven't been able to come up with anything.
> >>
> >> Where the heck do you set the default queue for new tickets when users
> >>     
> > click
> >   
> >> the "New ticket in" button at the top of the screen?
> >>
> >> Tim Gustafson
> >> SOE Webmaster
> >> UC Santa Cruz
> >> tjg at soe.ucsc.edu
> >> (831) 459-5354
> >>
> >>
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: 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
> 
-- 
/------------------------------------------------------------------\
|  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 jeffrey_lee at harvard.edu  Mon Apr 14 15:14:10 2008
From: jeffrey_lee at harvard.edu (Jeffrey Lee)
Date: Mon, 14 Apr 2008 15:14:10 -0400
Subject: [rt-users] Any Way to save queries?
Message-ID: <200804141914.m3EJEAcq011957@us24.unix.fas.harvard.edu>

Is there any way to save queries in RT so that you don't need to rebuild
certain queries over and over?

 

-Jeff

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From Dominic.Lepiane at ptgrey.com  Mon Apr 14 15:19:03 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Mon, 14 Apr 2008 12:19:03 -0700
Subject: [rt-users] Strange crashing of RT
In-Reply-To: <48961.10.5.0.2.1208194301.squirrel@10.5.0.101>
References: <48961.10.5.0.2.1208194301.squirrel@10.5.0.101>
Message-ID: <CBBF65F82D50294190C8F76CA267464274BFA217@rosser.pointgrey.local>

I don't know if this helps, but here's the file permissions and mode I have for that file:

# ls -l /opt/rt3/bin/webmux.pl
-rwxr-xr-x 1 root apache 4288 Apr  8 14:18 /opt/rt3/bin/webmux.pl

This is also CentOS (5), RT 3.6.6 (in a similar setup) so I thought this might be a useful reference.

I don't know what to make of that error though.  You have run make testdeps many times already?  That's  what I would have checked.

Ciao

Dominic Lepiane


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
> Of Ravi Verma
> Sent: Monday, April 14, 2008 10:32 AM
> To: RT-Users at lists.bestpractical.com
> Subject: [rt-users] Strange crashing of RT
>
> Dear Friends,
>
> I am observing a strange crashing of RT installations.
>
> 1. I have an RT installation of Version 3.6.6 on CentOS Linux scm
> 2.6.18-53.1.14.el5 #1 SMP Wed Mar 5 11:36:49 EST 2008 i686
> i686 i386 GNU/Linux.
>
> 2. I configure RT with the following options.
> ./configure --with-web-user=apache --with-web-group=apache
>
> 3. Following is the apache configuration file.
> <VirtualHost *>
>    ServerName xxx.xxxx.com
>    #DocumentRoot /opt/rt3/share/html
>    Alias /rt "/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::compat
>
>    PerlModule Apache::DBI
>    PerlRequire /opt/rt3/bin/webmux.pl
>
>    <Location /rt>
>        SetHandler perl-script
>        PerlHandler RT::Mason
>    </Location>
> </VirtualHost>
>
> 4. I restart apache and everything runs normally.
>
> 5. After sometime, seems randomly apache crashes with the
> following error in the Apache error_log .
> [Sun Apr 13 07:02:05 2008] [error] Insecure dependency in
> chdir while running with -T switch at
> /usr/lib/perl5/5.8.8/File/Path.pm line 222.\nCompilation
> failed in require at (eval 2) line 1.\n [Sun Apr 13 07:02:05
> 2008] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server xxx.xxxx.com:0, exiting...
>
> 6. If I try to start Apache, it fails with the same error.
>
> 7. At this stage, I delete the RT installation and go back to
> step 2 and reinstall RT without any change.
>
> 8. Once again, it Apache starts smoothly.
>
> I appreciate your help.
>
> --
> Kind regards.
>
> Ravi Verma
> Chief Executive Officer
> Telecommand Software and Services
> 3175 Sunset Blvd, Suite 104-B
> Rocklin, CA 95677
> Phone:9167053261
> Fax:9169142008
> www.telecommand.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 Dominic.Lepiane at ptgrey.com  Mon Apr 14 15:19:59 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Mon, 14 Apr 2008 12:19:59 -0700
Subject: [rt-users] Any Way to save queries?
In-Reply-To: <200804141914.m3EJEAcq011957@us24.unix.fas.harvard.edu>
References: <200804141914.m3EJEAcq011957@us24.unix.fas.harvard.edu>
Message-ID: <CBBF65F82D50294190C8F76CA267464274BFA218@rosser.pointgrey.local>

There is both a "bookmarkable link" button on the query results page and also on the advanced query builder you can save / load existing queries (3.6.6).

Dominic Lepiane


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
> Of Jeffrey Lee
> Sent: Monday, April 14, 2008 12:14 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Any Way to save queries?
>
> Is there any way to save queries in RT so that you don?t need
> to rebuild certain queries over and over?
>
>
>
> -Jeff
>
>


From Dominic.Lepiane at ptgrey.com  Mon Apr 14 15:40:09 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Mon, 14 Apr 2008 12:40:09 -0700
Subject: [rt-users] Upgrade to 3.6.6, slow loading time
In-Reply-To: <47FD25D8.5050702@lbl.gov>
References: <CBBF65F82D50294190C8F76CA26746426FF8E41D@rosser.pointgrey.local>
	<CBBF65F82D50294190C8F76CA26746426FF8E421@rosser.pointgrey.local>
	<47FD25D8.5050702@lbl.gov>
Message-ID: <CBBF65F82D50294190C8F76CA267464274BFA21B@rosser.pointgrey.local>

We sortof have everything setup the way we want in terms of permssions and such so I don't really want to cause too much havoc on that front.

As for the database side, we have made some changes like:

[mysqld]
set-variable = innodb_buffer_pool_size=2048M
set-variable = innodb_additional_mem_pool_size=512M

Yet still some queries seem to take a really long time.  Using "show processlist" for mysql, I noticed these couple of queries running there at 18s:

1118    rt_user         localhost       rt3     Query   18      User lock       SELECT GET_LOCK('Apache-Session-b9349177d4d8e96cac68dfde36a6e0e5', 3600)
1119    rt_user         localhost       rt3     Query   18      Copying to tmp table    SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1  ON ( Princ


This seems to agree that the issue is *related* to permissions.  Could this possibly be a deadlock problem or something like that?  I'm really reaching now (in case you couldn't tell)... Are there other tuning options I can change for the dbms or possibly other things like adding some other indexes?

Any troubleshooting advice at this point greatly appreciated.

Dominic Lepiane


> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
> Sent: Wednesday, April 09, 2008 1:24 PM
> To: Dominic Lepiane
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgrade to 3.6.6, slow loading time
>
> Dominic
>
>
>         Check your privileges. If you have allowed global
> groups (Everyone,
> Privileged) a lot of ticket ownership & modify privileges,
> that will create a dramatic effect on how long it takes to
> load a ticket. I've found that the more users that have
> privileges to tickets in a queue, the longer it takes to load
> a ticket. Of course, it could also be some DB thing as well.
>
>
> Kenn
> LBNL
>
> On 4/9/2008 1:05 PM, Dominic Lepiane wrote:
> >> -----Original Message-----
> >> Sent: Wednesday, April 09, 2008 12:34 PM
> >> To: rt-users at lists.bestpractical.com
> >> Subject: [rt-users] Upgrade to 3.6.6, queue tickets have
> broken links
> >>
> >> Dear RT Users,
> >>
> >> I have a couple problems so far after having upgraded to RT 3.6.6:
> >> 1 ) The BestPractical logo is a bad link:
> >> img src="//NoAuth/images//bplogo.gif"
> >> 2 ) If I click on a queue, all the tickets returned in that search
> >> are bad links like this:
> >> a href="//Ticket/Display.html?id=60428"
> >
> > ... Snip
> >
> > The answer was, naturally, PEBCAK.  I had the WebPath set
> to "/" instead of "".
> >
> > However, I have noticed that many pages, like if I go to a
> specific ticket, still take a very long time to load. ~10s.
> This is a dual-Xeon-hyper-threaded 3.0 GHz box running RHEL 5
> x86_64 with 4GB RAM, so opening a ticket should not take this
> long.  What have I done wrong this time?
> >
> > Thanks in advance for any advice,
> >
> > Dominic Lepiane
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com Commercial support:
> > sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>


From asallade at PTSOWA.ORG  Mon Apr 14 15:39:05 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Mon, 14 Apr 2008 12:39:05 -0700
Subject: [rt-users] Default Queue???
In-Reply-To: <04ea01c89e62$78688b00$16317280@soe.cse.ucsc.edu>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu><4803895D.1030000@lbl.gov><048701c89e53$eccf1e50$16317280@soe.cse.ucsc.edu><4803933E.4000608@ucrwcu.rwc.uc.edu><048901c89e54$ea73fad0$16317280@soe.cse.ucsc.edu><1208196285.7660.13.camel@smith.racf.bnl.gov>
	<04ea01c89e62$78688b00$16317280@soe.cse.ucsc.edu>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF698@PTSOEXCHANGE.PTSOWA.ORG>

In 3.6.6 it is at 
/html/Elements/SelectQueue

I just tried it and it works great.


Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Tim Gustafson [mailto:tjg at soe.ucsc.edu] 
Sent: Monday, April 14, 2008 12:05 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Ahh, that's exactly what I'm looking for.  Thanks! 

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg at soe.ucsc.edu
(831) 459-5354


-----Original Message-----
From: Jason A. Smith [mailto:smithj4 at bnl.gov] 
Sent: Monday, April 14, 2008 11:05 AM
To: Tim Gustafson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Hi Tim,

I don't know what version of RT you have there, but we are still using
an older 3.4.5 version here.  In this version, the code you want to look
for is in:

/var/rt/html/Elements/SelectNewTicketQueue

Near the end, it sets:  $Default => 0

This sets the 'SELECTED' attribute in the html <OPTION> tag in the code
above when it loops through the Queues.  The Id is an RT internal Id
number, which you can see as Admin when Configuring the Queues.

The correct way to change this is to copy that file to the local RT html
directory, for our installation it would be here:

/usr/local/rt/html/Elements/SelectNewTicketQueue

make the changes you want and restart apache.

~Jason


On Mon, 2008-04-14 at 10:28 -0700, Tim Gustafson wrote:
> Drew,
> 
> The queue that's selected by default right now is "Techstaff".  There
are
6
> other queues ahead of that queue, including "BELS" and "Faculty
Services".
> The list is selecting "Techstaff", the 6th entry, by default.  I've
already
> done some research into the code that makes this selection, and the
> "Default" queue is indeed being pulled from the user's session, but I
can't
> seem to find where that default is being set. 
> 
> Tim Gustafson
> SOE Webmaster
> UC Santa Cruz
> tjg at soe.ucsc.edu
> (831) 459-5354
> 
> 
> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
> Sent: Monday, April 14, 2008 10:24 AM
> To: Tim Gustafson
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Default Queue???
> 
> On our system, our lowercase queues appear first, then capitalized.  I

> just named queues accordingly.
> 
> 
> Tim Gustafson wrote:
> > Yes, there is a drop-down.  I'm asking how to change the default
selected
> > item in that drop-down. 
> >
> > Tim Gustafson
> > SOE Webmaster
> > UC Santa Cruz
> > tjg at soe.ucsc.edu
> > (831) 459-5354
> >
> >
> > -----Original Message-----
> > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> > Sent: Monday, April 14, 2008 9:42 AM
> > To: Tim Gustafson
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] Default Queue???
> >
> > Tim,
> >
> >
> > 	There should be a drop-down that displays the Queue's available
to
> > the 
> > current user. It is usually in alphabetical order. There may be a
way to

> > change that, but I don't know of it.
> >
> >
> > Kenn
> > LBNL
> >
> > On 4/11/2008 4:37 PM, Tim Gustafson wrote:
> >   
> >> Hello everyone!
> >>
> >> Please forgive the potentially silly question, but I've Google this
and
> >> haven't been able to come up with anything.
> >>
> >> Where the heck do you set the default queue for new tickets when
users
> >>     
> > click
> >   
> >> the "New ticket in" button at the top of the screen?
> >>
> >> Tim Gustafson
> >> SOE Webmaster
> >> UC Santa Cruz
> >> tjg at soe.ucsc.edu
> >> (831) 459-5354
> >>
> >>
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: 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
> 
-- 
/------------------------------------------------------------------\
|  Jason A. Smith                          Email:  smithj4 at bnl.gov |
|  Atlas Computing Facility, Bldg. 510M    Phone: +1-631-344-4226  |
|  Brookhaven National Lab, P.O. Box 5000  Fax:   +1-631-344-7616  |
|  Upton, NY 11973-5000,  U.S.A.                                   |
\------------------------------------------------------------------/

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

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


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


From sturner at MIT.EDU  Mon Apr 14 15:48:56 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 14 Apr 2008 15:48:56 -0400
Subject: [rt-users] Default Queue???
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF698@PTSOEXCHANGE.PTSOWA .ORG>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>
	<4803895D.1030000@lbl.gov>
	<048701c89e53$eccf1e50$16317280@soe.cse.ucsc.edu>
	<4803933E.4000608@ucrwcu.rwc.uc.edu>
	<048901c89e54$ea73fad0$16317280@soe.cse.ucsc.edu>
	<1208196285.7660.13.camel@smith.racf.bnl.gov>
	<04ea01c89e62$78688b00$16317280@soe.cse.ucsc.edu>
	<33DEE66ED2E72346ABC638427A7701404BF698@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <6.2.3.4.2.20080414154602.04a7f088@po14.mit.edu>

At Monday 4/14/2008 03:39 PM, Aaron Sallade wrote:
>In 3.6.6 it is at
>/html/Elements/SelectQueue
>
>I just tried it and it works great.

Be careful - SelectQueue is also used in a few places other than the 
'new ticket' drop down. If you only want to change the default in the 
'new ticket' drop down you should probably be looking at 
Elements/SelectNewTicketQueue .

Steve 



From asallade at PTSOWA.ORG  Mon Apr 14 15:58:36 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Mon, 14 Apr 2008 12:58:36 -0700
Subject: [rt-users] Default Queue???
In-Reply-To: <6.2.3.4.2.20080414154602.04a7f088@po14.mit.edu>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>
	<4803895D.1030000@lbl.gov>
	<048701c89e53$eccf1e50$16317280@soe.cse.ucsc.edu>
	<4803933E.4000608@ucrwcu.rwc.uc.edu>
	<048901c89e54$ea73fad0$16317280@soe.cse.ucsc.edu>
	<1208196285.7660.13.camel@smith.racf.bnl.gov>
	<04ea01c89e62$78688b00$16317280@soe.cse.ucsc.edu>
	<33DEE66ED2E72346ABC638427A7701404BF698@PTSOEXCHANGE.PTSOWA.ORG>
	<6.2.3.4.2.20080414154602.04a7f088@po14.mit.edu>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF6A1@PTSOEXCHANGE.PTSOWA.ORG>

I did not see the spot for default there. Am I missing it?

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: Monday, April 14, 2008 12:49 PM
To: Aaron Sallade; Tim Gustafson; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

At Monday 4/14/2008 03:39 PM, Aaron Sallade wrote:
>In 3.6.6 it is at
>/html/Elements/SelectQueue
>
>I just tried it and it works great.

Be careful - SelectQueue is also used in a few places other than the 
'new ticket' drop down. If you only want to change the default in the 
'new ticket' drop down you should probably be looking at 
Elements/SelectNewTicketQueue .

Steve 



From sturner at MIT.EDU  Mon Apr 14 16:09:23 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 14 Apr 2008 16:09:23 -0400
Subject: [rt-users] Default Queue???
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BF6A1@PTSOEXCHANGE.PTSOWA .ORG>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>
	<4803895D.1030000@lbl.gov>
	<048701c89e53$eccf1e50$16317280@soe.cse.ucsc.edu>
	<4803933E.4000608@ucrwcu.rwc.uc.edu>
	<048901c89e54$ea73fad0$16317280@soe.cse.ucsc.edu>
	<1208196285.7660.13.camel@smith.racf.bnl.gov>
	<04ea01c89e62$78688b00$16317280@soe.cse.ucsc.edu>
	<33DEE66ED2E72346ABC638427A7701404BF698@PTSOEXCHANGE.PTSOWA.ORG>
	<6.2.3.4.2.20080414154602.04a7f088@po14.mit.edu>
	<33DEE66ED2E72346ABC638427A7701404BF6A1@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <6.2.3.4.2.20080414160644.04aaa008@po14.mit.edu>

At Monday 4/14/2008 03:58 PM, Aaron Sallade wrote:
>I did not see the spot for default there. Am I missing it?

I think if you do this (in SelectNewTicketQueue), it should work:

   <& /Elements/SelectQueue, Name => 'Queue', %ARGS, ShowNullOption 
=> 0, ShowAllQueues => 0, Default => nnn &>

where nnn is your desired default

Steve 



From murphy at genome.chop.edu  Mon Apr 14 16:20:52 2008
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Mon, 14 Apr 2008 16:20:52 -0400
Subject: [rt-users] Best way to disable mail notification during mass ticket
	creation?
Message-ID: <4803BCA4.60003@genome.chop.edu>

When creating large numbers of tickets via Tools/Offline, is there a 
good way of disabling associated mail notification?  I'm using RT 
3.6.6.  In 2006, Jesse suggested using a temporary override template (in 
my case named 'Admin Correspondence') hardwired to a nobody address.

It would be great to have a checkbox on the Tools/Offline page to 
"disable mail notification".  Anything else is going to be potentially 
disruptive of normal RT usage.

Maybe there's no good way to do this.  Not knowing anything about RT 
internals, it seems like the "right" RT implementation of this might 
require something like per-session scrips, the ability to override 
global (and queue) scrips, and possibly even a new privilege.   Ugh.

-Kevin Murphy



From murphy at genome.chop.edu  Mon Apr 14 16:32:57 2008
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Mon, 14 Apr 2008 16:32:57 -0400
Subject: [rt-users] Best way to disable mail notification during mass
 ticket	creation?
In-Reply-To: <4803BCA4.60003@genome.chop.edu>
References: <4803BCA4.60003@genome.chop.edu>
Message-ID: <4803BF79.20203@genome.chop.edu>

Kevin Murphy wrote:
> When creating large numbers of tickets via Tools/Offline, is there a 
> good way of disabling associated mail notification?
On second thought, this is a pretty darn rare requirement.  I retract my 
question and comments :-)

-Kevin




From jesse at bestpractical.com  Mon Apr 14 16:38:37 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Apr 2008 16:38:37 -0400
Subject: [rt-users] Best way to disable mail notification during mass
	ticket	creation?
In-Reply-To: <4803BF79.20203@genome.chop.edu>
References: <4803BCA4.60003@genome.chop.edu> <4803BF79.20203@genome.chop.edu>
Message-ID: <9C4C0E75-8610-4E1F-ADE5-23C514786DFC@bestpractical.com>


On Apr 14, 2008, at 4:32 PM, Kevin Murphy wrote:
> Kevin Murphy wrote:
>> When creating large numbers of tickets via Tools/Offline, is there a
>> good way of disabling associated mail notification?
> On second thought, this is a pretty darn rare requirement.  I  
> retract my
> question and comments :-)
>

If you _did_ want to do this,  I'd probably use the API and do this:

BEGIN {
no warnings 'redefine';
use RT::Action::SendEmail;
sub RT::Action::SendEmail::SendMessage {  return 1 }
};


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

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From ch at awry.ws  Mon Apr 14 16:38:34 2008
From: ch at awry.ws (Chris Haumesser)
Date: Mon, 14 Apr 2008 13:38:34 -0700
Subject: [rt-users] race condition with scrips updating db?
Message-ID: <4803C0CA.9030309@awry.ws>

Hi,

I'm using the ExtractCustomFieldValues extension to extract an email 
address out of the body of a message and set it as the requestor of the 
ticket.

My template first removes the original requestor from the ticket, then 
adds the new address as a requestor.  In the RT history for the ticket, 
I see this work correctly.

My Extraction scrip has a description '00_extract_fields' and the 
autoreply scrip has a description '20_autoreply_on_create'.  The scrips 
appear to be firing in the proper order (00_extract_fields first, then 
20_autoreply_on_create).  Nevertheless, the outgoing email in the 
autoreply picks up the address of the first requestor.

My theory is that this is a race condition: the autoreply scrip is 
properly firing after the extract scrip, but the extract scrip hasn't 
finished updating the database by the time the autoreply scrip starts.

Is there a way to test this theory and fix the problem?


Thanks,


-C-


From KFCrocker at lbl.gov  Mon Apr 14 17:18:13 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 14 Apr 2008 14:18:13 -0700
Subject: [rt-users] Can a user add a dependency on a ticket he does not
 have access to?
In-Reply-To: <16681215.post@talk.nabble.com>
References: <16681215.post@talk.nabble.com>
Message-ID: <4803CA15.4050404@lbl.gov>

Igrella,


	Have you tried giving the "ModifyTicket" right globally to the role 
"Owner"? Other than that and the "CreateTicket" & "SeeQueue" rights (to 
the target Queue), the person owning the ticket should certainly be able 
to do that. We've never encountered that problem. Interesting.


Kenn
LBNL

On 4/14/2008 10:48 AM, lgrella wrote:
> I am trying to figure out why a users who owns a ticket in a certain queue is
> not able to add a dependency to that ticket which is a ticket in another
> queue which he does not have access. This is how our RT is set up...
> All users can see all queues, but not the tickets within those queues. 2 of
> my queues are Content and IT Support. A user has read and write access to
> the Content queue and owns a ticket in the content queue. He wants to add a
> dependency of a ticket from the IT support queue to his ticket, but does not
> have read or write access to IT support. When he tries to add the ticket as
> a link to his ticket, he gets an error that his permission is denied. How
> can I set this up so that he does not see the ticket, but can add it as a
> link in his own ticket for a dependency?
> 
> Thanks,
> Laura



From lgrella at acquiremedia.com  Mon Apr 14 18:31:47 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Mon, 14 Apr 2008 15:31:47 -0700 (PDT)
Subject: [rt-users] Can a user add a dependency on a ticket he does not
 have access to?
In-Reply-To: <4803CA15.4050404@lbl.gov>
References: <16681215.post@talk.nabble.com> <4803CA15.4050404@lbl.gov>
Message-ID: <16691434.post@talk.nabble.com>


Thank you Kenneth. I did add the ModifyTicket right globally for all
priveleged users and that worked. If it is only added onlyto the owner, then
the owner can modify the ticket he owns, but not the other ticket that needs
to be added as a dependency since the other ticket gets modified when it is
added as a dependency.



Kenneth Crocker wrote:
> 
> Igrella,
> 
> 
> 	Have you tried giving the "ModifyTicket" right globally to the role 
> "Owner"? Other than that and the "CreateTicket" & "SeeQueue" rights (to 
> the target Queue), the person owning the ticket should certainly be able 
> to do that. We've never encountered that problem. Interesting.
> 
> 
> Kenn
> LBNL
> 
> On 4/14/2008 10:48 AM, lgrella wrote:
>> I am trying to figure out why a users who owns a ticket in a certain
>> queue is
>> not able to add a dependency to that ticket which is a ticket in another
>> queue which he does not have access. This is how our RT is set up...
>> All users can see all queues, but not the tickets within those queues. 2
>> of
>> my queues are Content and IT Support. A user has read and write access to
>> the Content queue and owns a ticket in the content queue. He wants to add
>> a
>> dependency of a ticket from the IT support queue to his ticket, but does
>> not
>> have read or write access to IT support. When he tries to add the ticket
>> as
>> a link to his ticket, he gets an error that his permission is denied. How
>> can I set this up so that he does not see the ticket, but can add it as a
>> link in his own ticket for a dependency?
>> 
>> Thanks,
>> Laura
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 

-- 
View this message in context: http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-not-have-access-to--tp16681215p16691434.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From J.Treleaven at greenfieldethanol.com  Mon Apr 14 18:44:24 2008
From: J.Treleaven at greenfieldethanol.com (James Treleaven)
Date: Mon, 14 Apr 2008 18:44:24 -0400
Subject: [rt-users] At Mail list info
In-Reply-To: <EC2F2B88C0985D41A2117374FA4EDD5D5FDBC9@hvirmxs01.thqinc.com>
References: <EC2F2B88C0985D41A2117374FA4EDD5D5FDBC9@hvirmxs01.thqinc.com>
Message-ID: <B41F1254D4818341A67879FB24319B68034CFE4E@br-exchange1.comalc.com>

Jok wrote:
> I believe it has been migrated to a google code/project. At least the
code is there,
> along with a wiki with some docs. Maybe someone with write access to
the wiki should
> update the link on the main rt wiki...  :)

Indeed it is on code.google.com.  I had a bit of trouble finding it so
here is the url for those interested:
http://code.google.com/p/asset-tracker-4rt/

James
	

______________________________________________________________________
This email has been scanned for viruses and spam by the MessageLabs Email Security System.
______________________________________________________________________


From asallade at PTSOWA.ORG  Mon Apr 14 19:39:35 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Mon, 14 Apr 2008 16:39:35 -0700
Subject: [rt-users] Default Queue???
In-Reply-To: <6.2.3.4.2.20080414160644.04aaa008@po14.mit.edu>
References: <008401c89c2d$12d269a0$16317280@soe.cse.ucsc.edu>
	<4803895D.1030000@lbl.gov>
	<048701c89e53$eccf1e50$16317280@soe.cse.ucsc.edu>
	<4803933E.4000608@ucrwcu.rwc.uc.edu>
	<048901c89e54$ea73fad0$16317280@soe.cse.ucsc.edu>
	<1208196285.7660.13.camel@smith.racf.bnl.gov>
	<04ea01c89e62$78688b00$16317280@soe.cse.ucsc.edu>
	<33DEE66ED2E72346ABC638427A7701404BF698@PTSOEXCHANGE.PTSOWA.ORG>
	<6.2.3.4.2.20080414154602.04a7f088@po14.mit.edu>
	<33DEE66ED2E72346ABC638427A7701404BF6A1@PTSOEXCHANGE.PTSOWA.ORG>
	<6.2.3.4.2.20080414160644.04aaa008@po14.mit.edu>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BF6DE@PTSOEXCHANGE.PTSOWA.ORG>

Perfect!

Thanks,


Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: Monday, April 14, 2008 1:09 PM
To: Aaron Sallade; Tim Gustafson; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Default Queue???

At Monday 4/14/2008 03:58 PM, Aaron Sallade wrote:
>I did not see the spot for default there. Am I missing it?

I think if you do this (in SelectNewTicketQueue), it should work:

   <& /Elements/SelectQueue, Name => 'Queue', %ARGS, ShowNullOption 
=> 0, ShowAllQueues => 0, Default => nnn &>

where nnn is your desired default

Steve 



From todd at chaka.net  Mon Apr 14 22:20:30 2008
From: todd at chaka.net (Todd Chapman)
Date: Mon, 14 Apr 2008 22:20:30 -0400
Subject: [rt-users] Best way to disable mail notification during mass
	ticket creation?
In-Reply-To: <4803BCA4.60003@genome.chop.edu>
References: <4803BCA4.60003@genome.chop.edu>
Message-ID: <519782dc0804141920g1558830bs72832e11e01cf0ef@mail.gmail.com>

You could just make the Autoreply template blank. No email will be sent.

On Mon, Apr 14, 2008 at 4:20 PM, Kevin Murphy <murphy at genome.chop.edu>
wrote:

> When creating large numbers of tickets via Tools/Offline, is there a
> good way of disabling associated mail notification?  I'm using RT
> 3.6.6.  In 2006, Jesse suggested using a temporary override template (in
> my case named 'Admin Correspondence') hardwired to a nobody address.
>
> It would be great to have a checkbox on the Tools/Offline page to
> "disable mail notification".  Anything else is going to be potentially
> disruptive of normal RT usage.
>
> Maybe there's no good way to do this.  Not knowing anything about RT
> internals, it seems like the "right" RT implementation of this might
> require something like per-session scrips, the ability to override
> global (and queue) scrips, and possibly even a new privilege.   Ugh.
>
> -Kevin Murphy
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 itinfoguy at gmail.com  Tue Apr 15 01:05:25 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Tue, 15 Apr 2008 10:50:25 +0545
Subject: [rt-users] Text/plain attachments not showing up inline
In-Reply-To: <CBBF65F82D50294190C8F76CA267464274BFA216@rosser.pointgrey.local>
References: <CBBF65F82D50294190C8F76CA267464274BFA216@rosser.pointgrey.local>
Message-ID: <c02411c30804142205p4a3c58d1x33403d1e03a555bb@mail.gmail.com>

Hi..,

Could you please help me with the Initial mail set-up configuration.
Which MTA have you been using...and whether you use fetchmail or some
other program to get to your POP3 server.

Regards,
Yogesh

On 4/15/08, Dominic Lepiane <Dominic.Lepiane at ptgrey.com> wrote:
> Dear RT Users,
>
> I just upgraded from 3.0.11 to 3.6.6 (as per my earlier more panicked emails
> about my config issues.  I have that all sorted out and most everything is
> fine, just fine.
>
> The one odd problem one of the users has noticed is that some text
> attachments are no longer being displayed inline.  Normal email messages are
> fine.  They come in something like this:
>
> Subject:        RE: [PGR #92694] Firefly MV: LED flashing
> Date:   Mon, 7 Apr 2008 16:53:42 +0200
> To:     <support at example.com>
> From:   Oliver Machui <machui at example.org>
> Download (untitled) [text/plain 289b]
>
> And the message follows.
>
> However, we have some web-form generated email messages that come in and the
> body of those messages does not display inline.  They look basically the
> same:
>
> Subject:        RMA Report: Firefly MV S/N 7140913
> Date:   Wed, 2 Apr 2008 08:37:30 -0700
> To:     <support at example.com>
> From:   <machui at example.org>
> Download RMA_Firefly MV_7140913.txt [text/plain 1.8k]
>
> Except the body is not displayed and staff instead have to use the provided
> Download link.
>
> I tried tweaking what settings I could find in the SiteConfig that seemed to
> be of any relevance:
>
> Set($MaxInlineBody, 10000000);
> Set($SuppressInlineTextFiles, 0);
>
> Neither of these seem to have any effect.
>
> And just to clarify, in RT 3.0.11, these messages are displayed inline.
> This is only a problem in 3.6.6.  And this does affect new messages that
> have come in since the upgrade, so it's not just some oddity with
> pre-upgrade data.
>
> Thanks in advance,
>
> --
> Dominic Lepiane
> Network Administrator
> Point Grey Research
> 604 730 9937 x283
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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  Tue Apr 15 03:30:02 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 15 Apr 2008 09:30:02 +0200
Subject: [rt-users] Reminder Field
In-Reply-To: <15503D4FF4C716448506E0565354452701859989D2@tenacious.eliyon.com>
References: <15503D4FF4C716448506E0565354452701859989D2@tenacious.eliyon.com>
Message-ID: <20080415073002.GA32207@easter-eggs.com>

On Mon, Apr 14, 2008 at 02:54:48PM -0400, Candelario, Bill wrote:
> Hello,
> 
> Is there a way to use the Reminder's field, in RT 3.6, for sending out
> an email when that particular ticket is due?  I am currently using
> rt-remind and it will only send out bulk reminders and I would also
> have to schedule when they are to be sent out.  I was hoping to find
> something that would check the reminder's field and send out an email
> if there is a reminder pending.
> 

FYI,  Reminders are not ticket fields, they are new tickets of 'Type' 'remind' created with a reference to
the main ticket (RefersTo), the things to do as subject, the due date ... as
due date and the targeted user as owner. So you can get them individually with
the standard RT API.

here is a "scrip" I made yesterday for sending a mail to the owner when
a reminder is created, maybe it can help you:


Scrip
=====

Condition
---------

User defined:

my $trans = $self->TransactionObj;

# OnCreate:
return(undef) unless $trans->Type eq "Create";

# Only reminders
return(undef) unless $trans->TicketObj->Type eq "reminder";

return(1);

Action
------

Send to owner as comment

Template:

-------snip--------
Subject: New reminder: {$Ticket->Subject}


Greetings,

A new reminder for the ticket {$Ticket->RefersTo->First->TargetObj->Id} has been assigned to you.

  Subject: {$Ticket->Subject}
  Due: {$Ticket->DueObj->AsString} ({$Ticket->DueObj->AgeAsString})
  URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->RefersTo->First->TargetObj->Id}

-------snip--------


From mwheldon at googlemail.com  Tue Apr 15 03:57:35 2008
From: mwheldon at googlemail.com (Martin Wheldon)
Date: Tue, 15 Apr 2008 08:57:35 +0100
Subject: [rt-users] Date/Time issue
In-Reply-To: <c02411c30804122247q9159aaayf0d93195eb05e905@mail.gmail.com>
References: <c02411c30804122247q9159aaayf0d93195eb05e905@mail.gmail.com>
Message-ID: <a0b5dc850804150057q293cd898x33047979de87e724@mail.gmail.com>

Sounds to me as if the system time is incorrect.

Is NTP configured and working OK.

Martin

On 4/13/08, IT GUY <itinfoguy at gmail.com> wrote:
> hello everyone,
>
> Could anyone suggest me how to configure Date/Time for RT....Whatever TIME
> is seen in the httpd error_log below, is not the actual local time....
>
> Is it just for the error logs? I am confused! Shouldn't it reflect my
> machine's date.
>
> [Sat Apr 12 19:07:23 2008] [notice] Digest: generating secret for digest
> authentication ...
> [Sat Apr 12 19:07:23 2008] [notice] Digest: done
> [Sat Apr 12 19:07:23 2008] [notice] Apache/2.2.8 (Unix) DAV/2 mod_perl/2.0.3
> Per
>                     l/v5.8.8 configured -- resuming normal
> operations
> Regards,
> Yogesh
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From itinfoguy at gmail.com  Tue Apr 15 06:25:20 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Tue, 15 Apr 2008 16:10:20 +0545
Subject: [rt-users] Date/Time issue
In-Reply-To: <a0b5dc850804150057q293cd898x33047979de87e724@mail.gmail.com>
References: <c02411c30804122247q9159aaayf0d93195eb05e905@mail.gmail.com>
	<a0b5dc850804150057q293cd898x33047979de87e724@mail.gmail.com>
Message-ID: <c02411c30804150325g525b095fo3d3e77e2ee54f171@mail.gmail.com>

Hi,

Actually I have not synchronized my machine with NTP server. Though the
system time is correct(locally), still the time of error logging is
different.

# date
Tue Apr 15 15:50:47 NPT 2008


And the error logs at that time were:

[Tue Apr 15 10:06:31 2008] [error]: FAILED LOGIN for geek
(/usr/share/rt3/html/autohandler:251)


Surprisingly, the comments that appear within my RT are in accordance with
the system time.

Since the above error output is from the HTTPD error log file. I don't know
where it gets its time from. Have to see...
):


Thanks,
Yogesh




On Tue, Apr 15, 2008 at 1:42 PM, Martin Wheldon <mwheldon at googlemail.com>
wrote:

> Sounds to me as if the system time is incorrect.
>
> Is NTP configured and working OK.
>
> Martin
>
> On 4/13/08, IT GUY <itinfoguy at gmail.com> wrote:
> > hello everyone,
> >
> > Could anyone suggest me how to configure Date/Time for RT....Whatever
> TIME
> > is seen in the httpd error_log below, is not the actual local time....
> >
> > Is it just for the error logs? I am confused! Shouldn't it reflect my
> > machine's date.
> >
> > [Sat Apr 12 19:07:23 2008] [notice] Digest: generating secret for digest
> > authentication ...
> > [Sat Apr 12 19:07:23 2008] [notice] Digest: done
> > [Sat Apr 12 19:07:23 2008] [notice] Apache/2.2.8 (Unix) DAV/2
> mod_perl/2.0.3
> > Per
> >                     l/v5.8.8 configured -- resuming normal
> > operations
> > Regards,
> > Yogesh
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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 jesse at bestpractical.com  Tue Apr 15 10:19:06 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Apr 2008 10:19:06 -0400
Subject: [rt-users] Text/plain attachments not showing up inline
In-Reply-To: <CBBF65F82D50294190C8F76CA267464274BFA216@rosser.pointgrey.local>
References: <CBBF65F82D50294190C8F76CA267464274BFA216@rosser.pointgrey.local>
Message-ID: <4DB84A26-891B-4BD9-BF9C-54711DFF5667@bestpractical.com>


On Apr 14, 2008, at 3:01 PM, Dominic Lepiane wrote:
> Dear RT Users,
>
> I just upgraded from 3.0.11 to 3.6.6 (as per my earlier more  
> panicked emails about my config issues.  I have that all sorted out  
> and most everything is fine, just fine.
>
> The one odd problem one of the users has noticed is that some text  
> attachments are no longer being displayed inline.  Normal email  
> messages are fine.  They come in something like this:
>

What are the full attachment headers for one of the attachments RT  
chooses not to display inline?

-jesse


> Subject:        RE: [PGR #92694] Firefly MV: LED flashing
> Date:   Mon, 7 Apr 2008 16:53:42 +0200
> To:     <support at example.com>
> From:   Oliver Machui <machui at example.org>
> Download (untitled) [text/plain 289b]
>
> And the message follows.
>
> However, we have some web-form generated email messages that come in  
> and the body of those messages does not display inline.  They look  
> basically the same:
>
> Subject:        RMA Report: Firefly MV S/N 7140913
> Date:   Wed, 2 Apr 2008 08:37:30 -0700
> To:     <support at example.com>
> From:   <machui at example.org>
> Download RMA_Firefly MV_7140913.txt [text/plain 1.8k]
>
> Except the body is not displayed and staff instead have to use the  
> provided Download link.
>
> I tried tweaking what settings I could find in the SiteConfig that  
> seemed to be of any relevance:
>
> Set($MaxInlineBody, 10000000);
> Set($SuppressInlineTextFiles, 0);
>
> Neither of these seem to have any effect.
>
> And just to clarify, in RT 3.0.11, these messages are displayed  
> inline.  This is only a problem in 3.6.6.  And this does affect new  
> messages that have come in since the upgrade, so it's not just some  
> oddity with pre-upgrade data.
>
> Thanks in advance,
>
> --
> Dominic Lepiane
> Network Administrator
> Point Grey Research
> 604 730 9937 x283
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Dominic.Lepiane at ptgrey.com  Tue Apr 15 11:02:03 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Tue, 15 Apr 2008 08:02:03 -0700
Subject: [rt-users] Text/plain attachments not showing up inline
In-Reply-To: <4DB84A26-891B-4BD9-BF9C-54711DFF5667@bestpractical.com>
References: <CBBF65F82D50294190C8F76CA267464274BFA216@rosser.pointgrey.local>
	<4DB84A26-891B-4BD9-BF9C-54711DFF5667@bestpractical.com>
Message-ID: <CBBF65F82D50294190C8F76CA267464274BFA23F@rosser.pointgrey.local>

> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Tuesday, April 15, 2008 7:19 AM
> To: Dominic Lepiane
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Text/plain attachments not showing up inline
>
>
> On Apr 14, 2008, at 3:01 PM, Dominic Lepiane wrote:
> > Dear RT Users,
> >
> > I just upgraded from 3.0.11 to 3.6.6 (as per my earlier
> more panicked
> > emails about my config issues.  I have that all sorted out and most
> > everything is fine, just fine.
> >
> > The one odd problem one of the users has noticed is that some text
> > attachments are no longer being displayed inline.  Normal email
> > messages are fine.  They come in something like this:
> >
>
> What are the full attachment headers for one of the
> attachments RT chooses not to display inline?
>
> -jesse
>

Hi Jesse,

How can I find these?  When I use the download link, it just shows me the message body and not the message headers.  The only headers I see are inline in the ticket comment and include Subject, Date, To, and From.  That's it.

TIA

- Dominic


From pwood at christianbook.com  Tue Apr 15 10:51:54 2008
From: pwood at christianbook.com (Peter Wood)
Date: Tue, 15 Apr 2008 10:51:54 -0400
Subject: [rt-users] Need to include actual attachment file with
	correspondence email
Message-ID: <E0F0BBC78185F94D8608A18CFC37FA23060AE916@raptor.cbdadmin.com>

Greetings,

I have a situation where occasionally RT correspondence will be sent to
parties who do not have access to RT. This is particularly troublesome
for correspondence that refers to attachments within RT, as these users
would be unable to authenticate to view the attachment. For policy
reasons, we cannot give them access to RT, so as a workaround, I am
trying to figure out how to include the attachment itself within the
correspondence email. Thus far, I have discovered how to include links
to attachments within emails:

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

This works fine for people who have access to RT, but fails for those
who do not. I have been unable to find any information on how to include
the actual *attachment* within the email, which would solve the problem
for the non-RT users.

Any pointers to information on how to do this? I'm currently running RT
3.6.4.

Thanks,

Peter


From jesse at bestpractical.com  Tue Apr 15 11:31:14 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Apr 2008 11:31:14 -0400
Subject: [rt-users] Text/plain attachments not showing up inline
In-Reply-To: <CBBF65F82D50294190C8F76CA267464274BFA23F@rosser.pointgrey.local>
References: <CBBF65F82D50294190C8F76CA267464274BFA216@rosser.pointgrey.local>
	<4DB84A26-891B-4BD9-BF9C-54711DFF5667@bestpractical.com>
	<CBBF65F82D50294190C8F76CA267464274BFA23F@rosser.pointgrey.local>
Message-ID: <6B055BA9-CA7D-47EE-8834-CF07A2108EA4@bestpractical.com>


On Apr 15, 2008, at 11:02 AM, Dominic Lepiane wrote:
>> -----Original Message-----
>> From: Jesse Vincent [mailto:jesse at bestpractical.com]
>> Sent: Tuesday, April 15, 2008 7:19 AM
>> To: Dominic Lepiane
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Text/plain attachments not showing up inline
>>
>>
>> On Apr 14, 2008, at 3:01 PM, Dominic Lepiane wrote:
>>> Dear RT Users,
>>>
>>> I just upgraded from 3.0.11 to 3.6.6 (as per my earlier
>> more panicked
>>> emails about my config issues.  I have that all sorted out and most
>>> everything is fine, just fine.
>>>
>>> The one odd problem one of the users has noticed is that some text
>>> attachments are no longer being displayed inline.  Normal email
>>> messages are fine.  They come in something like this:
>>>
>>
>> What are the full attachment headers for one of the
>> attachments RT chooses not to display inline?
>>
>> -jesse
>>
>
> Hi Jesse,
>
> How can I find these?  When I use the download link, it just shows  
> me the message body and not the message headers.  The only headers I  
> see are inline in the ticket comment and include Subject, Date, To,  
> and From.  That's it.
>

Click the "Full Headers" link at the top of the history

> TIA
>
> - Dominic
>

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From npereira at protus.com  Tue Apr 15 11:37:18 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 15 Apr 2008 11:37:18 -0400
Subject: [rt-users] RT SSL implementation
In-Reply-To: <200804111808.m3BI80B0013678@us18.unix.fas.harvard.edu>
References: <200804111808.m3BI80B0013678@us18.unix.fas.harvard.edu>
Message-ID: <21044E8C915A7E43B90A1056127160F116B6EB@EXMAIL.protus.org>

Jeff,

 

Can you point me to an article on how to setup RT for SSL  (https://)?

I've been trying to set this up for 2 days now, and can't seem to get it
going.

I took the HTTPD.conf lines to SSL.conf but that did not help.

 

Let me know, I would be interested in looking at your RT_SiteConfig.pm
as well as your ssl.conf and httpd.conf

 

Thanks

 

 

Regards,

 

Nelson Pereira

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeffrey
Lee
Sent: Friday, April 11, 2008 2:08 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT SSL implementation

 

Hi guys,

 

I've implemented SSL on my RT box, but for some reason anytime I update
or create a new ticket, Rt tries to redirect the browser to http:// (my
server name):443/    how do I change the redirect after the creation or
updating of a ticket?

 

-Jeff

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From Dominic.Lepiane at ptgrey.com  Tue Apr 15 11:46:04 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Tue, 15 Apr 2008 08:46:04 -0700
Subject: [rt-users] Text/plain attachments not showing up inline
In-Reply-To: <6B055BA9-CA7D-47EE-8834-CF07A2108EA4@bestpractical.com>
References: <CBBF65F82D50294190C8F76CA267464274BFA216@rosser.pointgrey.local>
	<4DB84A26-891B-4BD9-BF9C-54711DFF5667@bestpractical.com>
	<CBBF65F82D50294190C8F76CA267464274BFA23F@rosser.pointgrey.local>
	<6B055BA9-CA7D-47EE-8834-CF07A2108EA4@bestpractical.com>
Message-ID: <CBBF65F82D50294190C8F76CA267464274BFA247@rosser.pointgrey.local>

> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Tuesday, April 15, 2008 8:31 AM
> To: Dominic Lepiane
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Text/plain attachments not showing up inline
>
>
> On Apr 15, 2008, at 11:02 AM, Dominic Lepiane wrote:
> >> -----Original Message-----
> >> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> >> Sent: Tuesday, April 15, 2008 7:19 AM
> >> To: Dominic Lepiane
> >> Cc: rt-users at lists.bestpractical.com
> >> Subject: Re: [rt-users] Text/plain attachments not showing
> up inline
> >>
> >>
> >> On Apr 14, 2008, at 3:01 PM, Dominic Lepiane wrote:
> >>> Dear RT Users,
> >>>
> >>> I just upgraded from 3.0.11 to 3.6.6 (as per my earlier
> >> more panicked
> >>> emails about my config issues.  I have that all sorted
> out and most
> >>> everything is fine, just fine.
> >>>
> >>> The one odd problem one of the users has noticed is that
> some text
> >>> attachments are no longer being displayed inline.  Normal email
> >>> messages are fine.  They come in something like this:
> >>>
> >>
> >> What are the full attachment headers for one of the attachments RT
> >> chooses not to display inline?
> >>
> >> -jesse
> >>
> >
> > Hi Jesse,
> >
> > How can I find these?  When I use the download link, it
> just shows me
> > the message body and not the message headers.  The only
> headers I see
> > are inline in the ticket comment and include Subject, Date, To, and
> > From.  That's it.
> >
>
> Click the "Full Headers" link at the top of the history
>
> > TIA
> >
> > - Dominic
> >
>

Here they are, email addresses have been scrubbed to protect the innocent:

X-Originalarrivaltime:          02 Apr 2008 15:37:30.0834 (UTC) FILETIME=[7693DB20:01C894D7]
Resent-Date:    Wed, 2 Apr 2008 08:37:35 -0700 (PDT)
MIME-Version:   1.0
Resent-Message-Id:      <20080402153735.544C11B24D9 at galiano.ptgrey.com>
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>


From jesse at bestpractical.com  Tue Apr 15 11:55:48 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Apr 2008 11:55:48 -0400
Subject: [rt-users] Text/plain attachments not showing up inline
In-Reply-To: <CBBF65F82D50294190C8F76CA267464274BFA247@rosser.pointgrey.local>
References: <CBBF65F82D50294190C8F76CA267464274BFA216@rosser.pointgrey.local>
	<4DB84A26-891B-4BD9-BF9C-54711DFF5667@bestpractical.com>
	<CBBF65F82D50294190C8F76CA267464274BFA23F@rosser.pointgrey.local>
	<6B055BA9-CA7D-47EE-8834-CF07A2108EA4@bestpractical.com>
	<CBBF65F82D50294190C8F76CA267464274BFA247@rosser.pointgrey.local>
Message-ID: <1549FC08-A441-4661-84BE-E40431728714@bestpractical.com>


On Apr 15, 2008, at 11:46 AM, Dominic Lepiane wrote:
> content-disposition:    attachment; filename="RMA_Firefly  
> MV_7140913.txt"


There we go. RT started honoring the "attachment" content-disposition  
header, like the RFC says we should ;)

It's in Ticket/Element/ShowTransactionAttachments
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From mathew.snyder at gmail.com  Tue Apr 15 11:55:50 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Tue, 15 Apr 2008 11:55:50 -0400
Subject: [rt-users] I've asked the beginner perl group but no one responded
Message-ID: <4804D006.7090206@gmail.com>

I'm trying to make the (re-)installation of RT as painless as possible 
for future generations.  I've encountered a problem though in that I 
can't get HTML::FormatText, XML::RSS or Apache-DBI to install through 
`make fixdeps`.  As a result I've written a small script which parses 
the output of `make testdeps` for any lines containing "MISSING".

I'm trying to pass these modules onto cpan and force their installation 
with no luck.  I've tried the following:
CPAN::Shell::force(install,$mod_name)
CPAN::Module::force(install,$mod_name)
system "perl -MCPAN -e 'force install $mod_name'"

None work.

How can I take care of this?

Mathew
-- 
JJ: "I've lost faith in you Matt."
Matt: "What?"
JJ: "You're listening to Metallica."
Matt: "Come on now, it isn't like I actually paid for it."

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


From Dominic.Lepiane at ptgrey.com  Tue Apr 15 12:10:08 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Tue, 15 Apr 2008 09:10:08 -0700
Subject: [rt-users] Text/plain attachments not showing up inline
In-Reply-To: <1549FC08-A441-4661-84BE-E40431728714@bestpractical.com>
References: <CBBF65F82D50294190C8F76CA267464274BFA216@rosser.pointgrey.local>
	<4DB84A26-891B-4BD9-BF9C-54711DFF5667@bestpractical.com>
	<CBBF65F82D50294190C8F76CA267464274BFA23F@rosser.pointgrey.local>
	<6B055BA9-CA7D-47EE-8834-CF07A2108EA4@bestpractical.com>
	<CBBF65F82D50294190C8F76CA267464274BFA247@rosser.pointgrey.local>
	<1549FC08-A441-4661-84BE-E40431728714@bestpractical.com>
Message-ID: <CBBF65F82D50294190C8F76CA267464274BFA24C@rosser.pointgrey.local>

> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Tuesday, April 15, 2008 8:56 AM
> To: Dominic Lepiane
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Text/plain attachments not showing up inline
>
>
> On Apr 15, 2008, at 11:46 AM, Dominic Lepiane wrote:
> > content-disposition:    attachment; filename="RMA_Firefly
> > MV_7140913.txt"
>
>
> There we go. RT started honoring the "attachment"
> content-disposition header, like the RFC says we should ;)
>
> It's in Ticket/Element/ShowTransactionAttachments
>

And how...

For now, I just haxxed the regex so that it won't honour the attachment disposition anymore.  Going forward, we will make sure that forms getting mailed in to RT put their data in the message body instead of attaching it.

Yet images are displayed inline.  Would they be supressed if the content-disposition: attachment was set?  It seems a little backwards that images will get displayed inline while text gets supressed. (We have taken advantage of Set($ShowTransactionImages, 0);)

Anyhow, thanks for your help in figuring out what was happening.

- Dominic


From ch at awry.ws  Tue Apr 15 12:24:37 2008
From: ch at awry.ws (Chris Haumesser)
Date: Tue, 15 Apr 2008 09:24:37 -0700
Subject: [rt-users] bad request at logout
Message-ID: <4804D6C5.1090703@awry.ws>

Hi everyone,

I'm getting the dreaded "Bad Request/HTTP 400" at logout.  My 
RT_SiteConfig.pm is below, and I'm using fcgid.  Any suggestions?


-C-

-----


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

Set($CorrespondAddress , 'tracker at sclrev.org');
Set($CommentAddress , 'tracker-comment at sclrev.org');

Set($Timezone , 'US/Pacific'); # obviously choose what suits you

# THE DATABASE:

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

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

Set($DatabaseUser , '*****');

Set($DatabasePassword , '*****');
Set($DatabaseName , '*****');

# THE WEBSERVER:

Set($WebPath , "");
Set($WebBaseURL , "http://tracker.sclrev.org");


#Set($LogToSyslog    , 'debug');
#Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug');
Set($LogDir, '/var/log/sclrev-rt36');
Set($LogToFileNamed , "rt.log");    #log to rt.log

# enbale TransactionBatchStage
Set($UseTransactionBatch , 1);

Set($RTAddressRegexp , '^tracker\@sclrev.org$');
Set($CorrespondAddress , 'tracker\@sclrev.org');
Set($CommentAddress , 'tracker-comment\@sclrev.org');
Set($FriendlyFromLineFormat , "\"%s, Santa Clara Law Review\" <%s>");

1;


From barnesaw at ucrwcu.rwc.uc.edu  Tue Apr 15 12:46:43 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 15 Apr 2008 12:46:43 -0400
Subject: [rt-users] RT SSL implementation
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B6EB@EXMAIL.protus.org>
References: <200804111808.m3BI80B0013678@us18.unix.fas.harvard.edu>
	<21044E8C915A7E43B90A1056127160F116B6EB@EXMAIL.protus.org>
Message-ID: <4804DBF3.9010708@ucrwcu.rwc.uc.edu>

SSL-specific portions from my rt.conf in /etc/httpd/conf.d/ :

  ServerAdmin root
  SSLEngine On

  SSLCertificateFile /etc/httpd/conf/ssl.crt/cert.pem
  SSLCertificateKeyFile /etc/httpd/conf/ssl.key/certkey.pem

I didn't have to add anything else for it to work.  You may look into 
redirecting anything that goes to port 80, but that isn't necessary.

And from RT_SiteConfig.pm :
Set($WebBaseURL , "https://server.domain");


Nelson Pereira wrote:
>
> Jeff,
>
>  
>
> Can you point me to an article on how to setup RT for SSL  (https://)?
>
> I?ve been trying to set this up for 2 days now, and can?t seem to get 
> it going.
>
> I took the HTTPD.conf lines to SSL.conf but that did not help.
>
>  
>
> Let me know, I would be interested in looking at your RT_SiteConfig.pm 
> as well as your ssl.conf and httpd.conf
>
>  
>
> Thanks
>
>  
>
>  
>
> Regards,
>
>  
>
> Nelson Pereira
>
> ------------------------------------------------------------------------
>
> *From:* rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
> *Jeffrey Lee
> *Sent:* Friday, April 11, 2008 2:08 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] RT SSL implementation
>
>  
>
> Hi guys,
>
>  
>
> I?ve implemented SSL on my RT box, but for some reason anytime I 
> update or create a new ticket, Rt tries to redirect the browser to 
> http:// (my server name):443/    how do I change the redirect after 
> the creation or updating of a ticket?
>
>  
>
> -Jeff
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From npereira at protus.com  Tue Apr 15 13:03:02 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 15 Apr 2008 13:03:02 -0400
Subject: [rt-users] RT SSL implementation
In-Reply-To: <4804DBF3.9010708@ucrwcu.rwc.uc.edu>
References: <200804111808.m3BI80B0013678@us18.unix.fas.harvard.edu>
	<21044E8C915A7E43B90A1056127160F116B6EB@EXMAIL.protus.org>
	<4804DBF3.9010708@ucrwcu.rwc.uc.edu>
Message-ID: <21044E8C915A7E43B90A1056127160F116B710@EXMAIL.protus.org>

These 2 don't exist:

  SSLCertificateFile /etc/httpd/conf/ssl.crt/cert.pem
  SSLCertificateKeyFile /etc/httpd/conf/ssl.key/certkey.pem

Do I need to create this file? If so, what permissions to give them?

Regards,
 
Nelson Pereira

-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: Tuesday, April 15, 2008 12:47 PM
To: Nelson Pereira
Cc: Jeffrey Lee; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT SSL implementation

SSL-specific portions from my rt.conf in /etc/httpd/conf.d/ :

  ServerAdmin root
  SSLEngine On

  SSLCertificateFile /etc/httpd/conf/ssl.crt/cert.pem
  SSLCertificateKeyFile /etc/httpd/conf/ssl.key/certkey.pem

I didn't have to add anything else for it to work.  You may look into 
redirecting anything that goes to port 80, but that isn't necessary.

And from RT_SiteConfig.pm :
Set($WebBaseURL , "https://server.domain");


Nelson Pereira wrote:
>
> Jeff,
>
>  
>
> Can you point me to an article on how to setup RT for SSL  (https://)?
>
> I've been trying to set this up for 2 days now, and can't seem to get 
> it going.
>
> I took the HTTPD.conf lines to SSL.conf but that did not help.
>
>  
>
> Let me know, I would be interested in looking at your RT_SiteConfig.pm

> as well as your ssl.conf and httpd.conf
>
>  
>
> Thanks
>
>  
>
>  
>
> Regards,
>
>  
>
> Nelson Pereira
>
>
------------------------------------------------------------------------
>
> *From:* rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
> *Jeffrey Lee
> *Sent:* Friday, April 11, 2008 2:08 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] RT SSL implementation
>
>  
>
> Hi guys,
>
>  
>
> I've implemented SSL on my RT box, but for some reason anytime I 
> update or create a new ticket, Rt tries to redirect the browser to 
> http:// (my server name):443/    how do I change the redirect after 
> the creation or updating of a ticket?
>
>  
>
> -Jeff
>
>
------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From ch at awry.ws  Tue Apr 15 13:11:35 2008
From: ch at awry.ws (Chris Haumesser)
Date: Tue, 15 Apr 2008 10:11:35 -0700
Subject: [rt-users] bad request at logout
In-Reply-To: <4804D6C5.1090703@awry.ws>
References: <4804D6C5.1090703@awry.ws>
Message-ID: <4804E1C7.10109@awry.ws>



Chris Haumesser wrote:
> Hi everyone,
> 
> I'm getting the dreaded "Bad Request/HTTP 400" at logout.  My 
> RT_SiteConfig.pm is below, and I'm using fcgid.  Any suggestions?
> 

Nevermind, just needed to clear my browser cache.  D'oh.  Sorry for the 
spam.


From npereira at protus.com  Tue Apr 15 14:06:36 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 15 Apr 2008 14:06:36 -0400
Subject: [rt-users] RT SSL implementation
In-Reply-To: <4804DBF3.9010708@ucrwcu.rwc.uc.edu>
References: <200804111808.m3BI80B0013678@us18.unix.fas.harvard.edu>
	<21044E8C915A7E43B90A1056127160F116B6EB@EXMAIL.protus.org>
	<4804DBF3.9010708@ucrwcu.rwc.uc.edu>
Message-ID: <21044E8C915A7E43B90A1056127160F116B72D@EXMAIL.protus.org>

Ok, so I got to read up a bit.

The PEM files are the .key and .crt when generating self signed ssl
certs and keys... ok I get that...

What I did is I put in the lines bellow in the
/etc/httpd/conf.d/ssl.conf
  SSLCertificateFile /etc/httpd/conf/ssl.crt/server.crt
  SSLCertificateKeyFile /etc/httpd/conf/ssl.key/server.key

Also changed the RT_SiteConfig.pm for the line bellow:
Set($WebBaseURL , "http://10.98.5.253:$WebPort");  
is now :
Set($WebBaseURL , "https://10.98.5.253");

Restarted the server and no errors, see the logs:
[Tue Apr 15 14:09:13 2008] [notice] caught SIGTERM, shutting down
[Tue Apr 15 14:09:16 2008] [notice] suEXEC mechanism enabled (wrapper:
/usr/sbin/suexec)
[Tue Apr 15 14:09:18 2008] [notice] Digest: generating secret for digest
authentication ...
[Tue Apr 15 14:09:18 2008] [notice] Digest: done
[Tue Apr 15 14:09:18 2008] [notice] mod_python: Creating 4 session
mutexes based on 256 max processes and 0 max threads.
[Tue Apr 15 14:09:18 2008] [notice] Apache/2.2.3 (Red Hat) configured --
resuming normal operations


Yet, when going to https://10.98.5.253 I still get a page cannot be
displayed and the httpd error log states:
[Tue Apr 15 14:10:30 2008] [error] [client 10.98.5.250] Invalid method
in request \x16\x03\x01

What am I missing?



Regards,
 
Nelson Pereira

-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: Tuesday, April 15, 2008 12:47 PM
To: Nelson Pereira
Cc: Jeffrey Lee; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT SSL implementation

SSL-specific portions from my rt.conf in /etc/httpd/conf.d/ :

  ServerAdmin root
  SSLEngine On

  SSLCertificateFile /etc/httpd/conf/ssl.crt/cert.pem
  SSLCertificateKeyFile /etc/httpd/conf/ssl.key/certkey.pem

I didn't have to add anything else for it to work.  You may look into 
redirecting anything that goes to port 80, but that isn't necessary.

And from RT_SiteConfig.pm :
Set($WebBaseURL , "https://server.domain");


Nelson Pereira wrote:
>
> Jeff,
>
>  
>
> Can you point me to an article on how to setup RT for SSL  (https://)?
>
> I've been trying to set this up for 2 days now, and can't seem to get 
> it going.
>
> I took the HTTPD.conf lines to SSL.conf but that did not help.
>
>  
>
> Let me know, I would be interested in looking at your RT_SiteConfig.pm

> as well as your ssl.conf and httpd.conf
>
>  
>
> Thanks
>
>  
>
>  
>
> Regards,
>
>  
>
> Nelson Pereira
>
>
------------------------------------------------------------------------
>
> *From:* rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
> *Jeffrey Lee
> *Sent:* Friday, April 11, 2008 2:08 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] RT SSL implementation
>
>  
>
> Hi guys,
>
>  
>
> I've implemented SSL on my RT box, but for some reason anytime I 
> update or create a new ticket, Rt tries to redirect the browser to 
> http:// (my server name):443/    how do I change the redirect after 
> the creation or updating of a ticket?
>
>  
>
> -Jeff
>
>
------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From vivek at khera.org  Tue Apr 15 14:25:00 2008
From: vivek at khera.org (Vivek Khera)
Date: Tue, 15 Apr 2008 14:25:00 -0400
Subject: [rt-users] I've asked the beginner perl group but no one
	responded
In-Reply-To: <4804D006.7090206@gmail.com>
References: <4804D006.7090206@gmail.com>
Message-ID: <EBACF11D-39D1-45E0-AD13-2007A4AB66D2@khera.org>


On Apr 15, 2008, at 11:55 AM, Mathew wrote:
> I'm trying to make the (re-)installation of RT as painless as possible
> for future generations.  I've encountered a problem though in that I

Then don't install it by hand; use a package manager for whatever OS  
you've got and install the RT package from that.



From mzagrabe at d.umn.edu  Tue Apr 15 16:24:21 2008
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 15 Apr 2008 15:24:21 -0500
Subject: [rt-users] disable User_Vendor
Message-ID: <1208291061.15156.72.camel@grateful.d.umn.edu>

Greetings,

I have installed RT::Authen::ExternalAuth from CPAN; the module and
corresponding RT "hook" have been installed as follows:

% tree /usr/local/share/request-tracker3.6/lib
/usr/local/share/request-tracker3.6/lib
`-- RT
    |-- Authen
    |   `-- ExternalAuth.pm
    `-- User_Vendor.pm

I am finding that I am doing quite a bit of testing and configuring at
this point and would like to disable the module. I have done some
googling and searched the wiki and have not found anything that looks
promising.

So, what are the ways of disabling User_Vendor and which are preferred
(or best) ?

TIA,

-- 
Matt Zagrabelny - mzagrabe at d.umn.edu - (218) 726 8844
University of Minnesota Duluth
Information Technology Systems & Services
PGP key 1024D/84E22DA2 2005-11-07
Fingerprint: 78F9 18B3 EF58 56F5 FC85  C5CA 53E7 887F 84E2 2DA2

He is not a fool who gives up what he cannot keep to gain what he cannot
lose.
-Jim Elliot
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From mike.peachey at jennic.com  Tue Apr 15 16:38:12 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 15 Apr 2008 21:38:12 +0100
Subject: [rt-users] disable User_Vendor
In-Reply-To: <1208291061.15156.72.camel@grateful.d.umn.edu>
References: <1208291061.15156.72.camel@grateful.d.umn.edu>
Message-ID: <48051234.4090108@jennic.com>

Matt Zagrabelny wrote:
> Greetings,
> 
> I have installed RT::Authen::ExternalAuth from CPAN; the module and
> corresponding RT "hook" have been installed as follows:
> 
> % tree /usr/local/share/request-tracker3.6/lib
> /usr/local/share/request-tracker3.6/lib
> `-- RT
>     |-- Authen
>     |   `-- ExternalAuth.pm
>     `-- User_Vendor.pm
> 
> I am finding that I am doing quite a bit of testing and configuring at
> this point and would like to disable the module. I have done some
> googling and searched the wiki and have not found anything that looks
> promising.
> 
> So, what are the ways of disabling User_Vendor and which are preferred
> (or best) ?


I suppose I ought to put in a global variable to enable/disable all 
ExternalAuth settings, you're not the first to enquire, but for the 
moment, there isn't one.

To stop it from being used for the moment you must rename or remove 
/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm (you can just 
move it to User_Vendor.bak instead of deleting it). And you must also 
remove the autohandler Auth callback. I'm not sure where this will be in 
your distribution, but in a manual single-directory install it would be 
$RTHOME/share/html/Callbacks/ExternalAuth/autohandler/Auth. Callbacks 
don't quite work the same as overlays so you are better off just 
deleting this one for now and replacing it later.

In fact, you can just delete both files and then re-install 
RT::Authen::ExternalAuth over the top when you want them back and they 
will get overwritten just how they were.

I will try to remember to build a global enable/disable variable into 
v0.06, but feel free to raise a ticket in rt.cpan.org to remind me.
--
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From mzagrabe at d.umn.edu  Tue Apr 15 17:17:43 2008
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 15 Apr 2008 16:17:43 -0500
Subject: [rt-users] disable User_Vendor
In-Reply-To: <48051234.4090108@jennic.com>
References: <1208291061.15156.72.camel@grateful.d.umn.edu>
	<48051234.4090108@jennic.com>
Message-ID: <1208294263.15156.80.camel@grateful.d.umn.edu>

On Tue, 2008-04-15 at 21:38 +0100, Mike Peachey wrote:
> Matt Zagrabelny wrote:

[...]

> > So, what are the ways of disabling User_Vendor and which are preferred
> > (or best) ?
> 
> 
> I suppose I ought to put in a global variable to enable/disable all 
> ExternalAuth settings, you're not the first to enquire, but for the 
> moment, there isn't one.
> 
> To stop it from being used for the moment you must rename or remove 
> /usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm (you can just 
> move it to User_Vendor.bak instead of deleting it). And you must also 
> remove the autohandler Auth callback. I'm not sure where this will be in 
> your distribution, but in a manual single-directory install it would be 
> $RTHOME/share/html/Callbacks/ExternalAuth/autohandler/Auth. Callbacks 
> don't quite work the same as overlays so you are better off just 
> deleting this one for now and replacing it later.

That explains the error I get when I log in. :)

RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands.
(/usr/share/request-tracker3.6/html/Callbacks/ExternalAuth/autohandler/Auth line 73) 

[...]

> I will try to remember to build a global enable/disable variable into 
> v0.06, but feel free to raise a ticket in rt.cpan.org to remind me.

Done.

Thanks Mike!

-- 
Matt Zagrabelny - mzagrabe at d.umn.edu - (218) 726 8844
University of Minnesota Duluth
Information Technology Systems & Services
PGP key 1024D/84E22DA2 2005-11-07
Fingerprint: 78F9 18B3 EF58 56F5 FC85  C5CA 53E7 887F 84E2 2DA2

He is not a fool who gives up what he cannot keep to gain what he cannot
lose.
-Jim Elliot
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From mathew.snyder at gmail.com  Tue Apr 15 17:45:58 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Tue, 15 Apr 2008 17:45:58 -0400
Subject: [rt-users] I've asked the beginner perl group but no one
	responded
In-Reply-To: <EBACF11D-39D1-45E0-AD13-2007A4AB66D2@khera.org>
References: <4804D006.7090206@gmail.com>
	<EBACF11D-39D1-45E0-AD13-2007A4AB66D2@khera.org>
Message-ID: <48052216.4010403@gmail.com>

I'm not installing RT via RPM.  That's something that is unnecessary and not preferable.  I just need to know how to install the three modules.

Vivek Khera wrote:
> On Apr 15, 2008, at 11:55 AM, Mathew wrote:
>> I'm trying to make the (re-)installation of RT as painless as possible
>> for future generations.  I've encountered a problem though in that I
> 
> Then don't install it by hand; use a package manager for whatever OS  
> you've got and install the RT package from that.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

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


From rainer at ultra-secure.de  Wed Apr 16 04:37:29 2008
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Wed, 16 Apr 2008 10:37:29 +0200
Subject: [rt-users] At Mail list info
In-Reply-To: <B41F1254D4818341A67879FB24319B68034CFE4E@br-exchange1.comalc.com>
References: <EC2F2B88C0985D41A2117374FA4EDD5D5FDBC9@hvirmxs01.thqinc.com>
	<B41F1254D4818341A67879FB24319B68034CFE4E@br-exchange1.comalc.com>
Message-ID: <4805BAC9.60505@ultra-secure.de>

James Treleaven schrieb:
>
> Indeed it is on code.google.com.  I had a bit of trouble finding it so
> here is the url for those interested:
> http://code.google.com/p/asset-tracker-4rt/
>
>   


I get a 502 on that one now...



Rainer


From cmsilva at mobicomp.com  Wed Apr 16 05:06:54 2008
From: cmsilva at mobicomp.com (Carlos Silva)
Date: Wed, 16 Apr 2008 10:06:54 +0100
Subject: [rt-users] Setting Custom Field Value
Message-ID: <4805C1AE.1020909@mobicomp.com>

Hi, I know this should be pretty simple but I'm stuck, and I've tried 
google and reading the code documentation and experimenting and I've not 
been able to do it.
All I want to do is set this CF with the value "Reported" inside a scrip.
Thanks in advance.

if ($cf->Name eq "Error Status") {
           $v = $ticket->CustomFieldValues($cf->Id());
           if (defined(my $t3 = $v->Next())) {
                 $state = $t3->Content();
           }
           else {
                 $state = "Reported";
                 ### $cf->SetCustomFieldValue("Reported");
           }
}


From npereira at protus.com  Wed Apr 16 08:28:58 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 16 Apr 2008 08:28:58 -0400
Subject: [rt-users] RT as a intranet portal? Or other suggestions?
Message-ID: <21044E8C915A7E43B90A1056127160F116B7F2@EXMAIL.protus.org>

Hi all,

 

Is there an extension that will make RT look like an intranet portal?

To be able to put in articles, upload docs, and such?

 

Or do you guys have any suggestions as a good Intranet Portal I could
install on the same box as RT (RHEL5) ?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From vivek at khera.org  Wed Apr 16 09:54:35 2008
From: vivek at khera.org (Vivek Khera)
Date: Wed, 16 Apr 2008 09:54:35 -0400
Subject: [rt-users] I've asked the beginner perl group but no one
	responded
In-Reply-To: <48052216.4010403@gmail.com>
References: <4804D006.7090206@gmail.com>
	<EBACF11D-39D1-45E0-AD13-2007A4AB66D2@khera.org>
	<48052216.4010403@gmail.com>
Message-ID: <21AC326A-646A-489D-B00D-E7DE921995FC@khera.org>


On Apr 15, 2008, at 5:45 PM, Mathew wrote:
> I'm not installing RT via RPM.  That's something that is unnecessary  
> and not preferable.  I just need to know how to install the three  
> modules.
>
> Vivek Khera wrote:
>> On Apr 15, 2008, at 11:55 AM, Mathew wrote:
>>> I'm trying to make the (re-)installation of RT as painless as  
>>> possible
>>> for future generations.  I've encountered a problem though in that I
>> Then don't install it by hand; use a package manager for whatever  
>> OS  you've got and install the RT package from that.
>>

Then your goal of making it painless as possible for future  
generations is not going to be met.



From mike.peachey at jennic.com  Wed Apr 16 09:57:51 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 16 Apr 2008 14:57:51 +0100
Subject: [rt-users] I've asked the beginner perl group but no
	one	responded
In-Reply-To: <21AC326A-646A-489D-B00D-E7DE921995FC@khera.org>
References: <4804D006.7090206@gmail.com>	<EBACF11D-39D1-45E0-AD13-2007A4AB66D2@khera.org>	<48052216.4010403@gmail.com>
	<21AC326A-646A-489D-B00D-E7DE921995FC@khera.org>
Message-ID: <480605DF.7000205@jennic.com>

Vivek Khera wrote:
> On Apr 15, 2008, at 5:45 PM, Mathew wrote:
>> I'm not installing RT via RPM.  That's something that is unnecessary  
>> and not preferable.  I just need to know how to install the three  
>> modules.
>>
>> Vivek Khera wrote:
>>> On Apr 15, 2008, at 11:55 AM, Mathew wrote:
>>>> I'm trying to make the (re-)installation of RT as painless as  
>>>> possible
>>>> for future generations.  I've encountered a problem though in that I
>>> Then don't install it by hand; use a package manager for whatever  
>>> OS  you've got and install the RT package from that.
>>>
> 
> Then your goal of making it painless as possible for future  
> generations is not going to be met.

I disagree. Distribution packaging systems cause a LOT of RT problems. 
Manual installation or platform-independent packaging is a much better 
way of managing RT and using CPAN to perform perl installations is by 
far the best automatable method.

While I do not know the answer to the original question, the goal is a 
laudable one and the plan seems sound.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From vivek at khera.org  Wed Apr 16 10:05:29 2008
From: vivek at khera.org (Vivek Khera)
Date: Wed, 16 Apr 2008 10:05:29 -0400
Subject: [rt-users] I've asked the beginner perl group but no
	one	responded
In-Reply-To: <480605DF.7000205@jennic.com>
References: <4804D006.7090206@gmail.com>	<EBACF11D-39D1-45E0-AD13-2007A4AB66D2@khera.org>	<48052216.4010403@gmail.com>
	<21AC326A-646A-489D-B00D-E7DE921995FC@khera.org>
	<480605DF.7000205@jennic.com>
Message-ID: <D5E18BAB-A154-40D9-82CC-4CE5CEFA6A23@khera.org>


On Apr 16, 2008, at 9:57 AM, Mike Peachey wrote:
> I disagree. Distribution packaging systems cause a LOT of RT  
> problems. Manual installation or platform-independent packaging is a  
> much better way of managing RT and using CPAN to perform perl  
> installations is by far the best automatable method.

Must be crappy packages.  The freebsd packages work wonderfully across  
upgrades.


From sames at officescape.com  Wed Apr 16 10:15:24 2008
From: sames at officescape.com (Steven E. Ames)
Date: Wed, 16 Apr 2008 10:15:24 -0400
Subject: [rt-users] I've asked the beginner perl group but
	noone	responded
Message-ID: <7123D57D759EAF4388D7255331C3BCEC8AC6AB@mail.int.officescape.com>


> On Apr 16, 2008, at 9:57 AM, Mike Peachey wrote:
> > I disagree. Distribution packaging systems cause a LOT of RT  
> > problems. Manual installation or platform-independent packaging is a  
> > much better way of managing RT and using CPAN to perform perl  
> > installations is by far the best automatable method.
>
> Must be crappy packages.  The freebsd packages work wonderfully across  
> upgrades.

The FreeBSD port maintainer does do a rather nice job. *wink*

Really, If you look at the freebsd port it's pretty much a model of how to install RT (IMHO):

http://www.freebsd.org/cgi/cvsweb.cgi/ports/www/rt36/

Take a peak at the Makefile. Nothing too tricky going on there. 


From bobg at uic.edu  Wed Apr 16 10:09:00 2008
From: bobg at uic.edu (Bob Goldstein)
Date: Wed, 16 Apr 2008 09:09:00 -0500
Subject: [rt-users] RT as a intranet portal? Or other suggestions?
In-Reply-To: Your message of "Wed, 16 Apr 2008 08:28:58 EDT."
	<21044E8C915A7E43B90A1056127160F116B7F2@EXMAIL.protus.org> 
Message-ID: <200804161409.m3GE90rp028852@remora.cc.uic.edu>

>Is there an extension that will make RT look like an intranet portal?
>
>To be able to put in articles, upload docs, and such?
>
>=20
>
>Or do you guys have any suggestions as a good Intranet Portal I could
>install on the same box as RT (RHEL5) ?
>

I've been happy with TWiki for our internal needs.  A wiki-notion
of edit-in-place is more suitable for our documentation than RT's
notion of serial appends to a thread (ticket).

I've also been interested in Trac, but that uses its own
built-in wiki and ticketing system.  I like the integration Trac
provides, but I don't want a second ticketing system or a second wiki.

FWIW, it probably would not be too hard to make a twiki plugin
that interacted with RT via the REST interface.  And probably
the reverse, if you wanted some RT interface to twiki (e.g. to
use wiki pages instead of RTFM articles).

  bobg


From winn_johnston at yahoo.com  Wed Apr 16 10:56:39 2008
From: winn_johnston at yahoo.com (Winn Johnston)
Date: Wed, 16 Apr 2008 07:56:39 -0700 (PDT)
Subject: [rt-users] Critical Errors
In-Reply-To: <D5E18BAB-A154-40D9-82CC-4CE5CEFA6A23@khera.org>
Message-ID: <673526.5781.qm@web52908.mail.re2.yahoo.com>

[crit]: RT::Attachment->Create couldn't, as you didn't
specify a transaction

[crit]: RT::Ticket=HASH(0xa58dd04) tried to load a
bogus ticket: 7715

RT seemed to throw up all over the place this morning
when I updated the server. Is there any regression
tests i can run to see what package broke the
software?

Thanks
Winn Johnston




      ____________________________________________________________________________________
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ


From racke at linuxia.de  Wed Apr 16 10:26:18 2008
From: racke at linuxia.de (Stefan Hornburg)
Date: Wed, 16 Apr 2008 16:26:18 +0200
Subject: [rt-users] I've asked the beginner perl group but
	no	one	responded
In-Reply-To: <D5E18BAB-A154-40D9-82CC-4CE5CEFA6A23@khera.org>
References: <4804D006.7090206@gmail.com>	<EBACF11D-39D1-45E0-AD13-2007A4AB66D2@khera.org>	<48052216.4010403@gmail.com>	<21AC326A-646A-489D-B00D-E7DE921995FC@khera.org>	<480605DF.7000205@jennic.com>
	<D5E18BAB-A154-40D9-82CC-4CE5CEFA6A23@khera.org>
Message-ID: <48060C8A.6060805@linuxia.de>

Vivek Khera wrote:
> On Apr 16, 2008, at 9:57 AM, Mike Peachey wrote:
>> I disagree. Distribution packaging systems cause a LOT of RT  
>> problems. Manual installation or platform-independent packaging is a  
>> much better way of managing RT and using CPAN to perform perl  
>> installations is by far the best automatable method.
> 
> Must be crappy packages.  The freebsd packages work wonderfully across  
> upgrades.

I also have good experiences with packaged RT. In my case the Debian
packages were easy to install and that saved a lot of work.

Regards
        Racke


-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team



From mwheldon at googlemail.com  Wed Apr 16 11:12:20 2008
From: mwheldon at googlemail.com (Martin Wheldon)
Date: Wed, 16 Apr 2008 16:12:20 +0100
Subject: [rt-users] RT as a intranet portal? Or other suggestions?
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B7F2@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116B7F2@EXMAIL.protus.org>
Message-ID: <a0b5dc850804160812v1252e697ie3109aeba8408513@mail.gmail.com>

I personaly use pmwiki and have been very happy with it.

Martin


On 4/16/08, Nelson Pereira <npereira at protus.com> wrote:
>
>  Hi all,
>
>
>
> Is there an extension that will make RT look like an intranet portal?
>
> To be able to put in articles, upload docs, and such?
>
>
>
> Or do you guys have any suggestions as a good Intranet Portal I could
> install on the same box as RT (RHEL5) ?
>
>
>
>
>
> *Nelson Pereira*
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.<http://www.myfax.com/referral_program.asp>
>
> [image: www.MyFax.com] <http://www.myfax.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 darling at ccdc.cam.ac.uk  Wed Apr 16 11:14:50 2008
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Wed, 16 Apr 2008 16:14:50 +0100
Subject: [rt-users] I've asked the beginner perl group
	but	no	one	responded
In-Reply-To: <48060C8A.6060805@linuxia.de>
References: <4804D006.7090206@gmail.com>	<EBACF11D-39D1-45E0-AD13-2007A4AB66D2@khera.org>	<48052216.4010403@gmail.com>	<21AC326A-646A-489D-B00D-E7DE921995FC@khera.org>	<480605DF.7000205@jennic.com>	<D5E18BAB-A154-40D9-82CC-4CE5CEFA6A23@khera.org>
	<48060C8A.6060805@linuxia.de>
Message-ID: <480617EA.9050308@ccdc.cam.ac.uk>



Stefan Hornburg wrote, On 16/04/2008 15:26:
> Vivek Khera wrote:
>> On Apr 16, 2008, at 9:57 AM, Mike Peachey wrote:
>>> I disagree. Distribution packaging systems cause a LOT of RT  
>>> problems. Manual installation or platform-independent packaging is a  
>>> much better way of managing RT and using CPAN to perform perl  
>>> installations is by far the best automatable method.
>> Must be crappy packages.  The freebsd packages work wonderfully across  
>> upgrades.
> 
> I also have good experiences with packaged RT. In my case the Debian
> packages were easy to install and that saved a lot of work.

Agreed, RT on debian's easy. Thank you Niko.

Cheers
Toby

LEGAL NOTICE
Unless expressly stated otherwise, information contained in this
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please inform postmaster at ccdc.cam.ac.uk and delete the message.
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From ruz at bestpractical.com  Wed Apr 16 12:21:29 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 16 Apr 2008 20:21:29 +0400
Subject: [rt-users] I've asked the beginner perl group but no one
	responded
In-Reply-To: <4804D006.7090206@gmail.com>
References: <4804D006.7090206@gmail.com>
Message-ID: <589c94400804160921i5f456b12p23e76c0b83e6a958@mail.gmail.com>

Apache-DBI is only required when you're using mod_perl and even in
this case it's optional. Are you going to use mod_perl?

Without errors we couldn't help you install other modules.

On Tue, Apr 15, 2008 at 7:55 PM, Mathew <mathew.snyder at gmail.com> wrote:
> I'm trying to make the (re-)installation of RT as painless as possible
>  for future generations.  I've encountered a problem though in that I
>  can't get HTML::FormatText, XML::RSS or Apache-DBI to install through
>  `make fixdeps`.  As a result I've written a small script which parses
>  the output of `make testdeps` for any lines containing "MISSING".
>
>  I'm trying to pass these modules onto cpan and force their installation
>  with no luck.  I've tried the following:
>  CPAN::Shell::force(install,$mod_name)
>  CPAN::Module::force(install,$mod_name)
>  system "perl -MCPAN -e 'force install $mod_name'"
>
>  None work.
>
>  How can I take care of this?
>
>  Mathew
>  --
>  JJ: "I've lost faith in you Matt."
>  Matt: "What?"
>  JJ: "You're listening to Metallica."
>  Matt: "Come on now, it isn't like I actually paid for it."
>
>  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
>



-- 
Best regards, Ruslan.


From gevans at hcc.net  Wed Apr 16 12:25:49 2008
From: gevans at hcc.net (Greg Evans)
Date: Wed, 16 Apr 2008 09:25:49 -0700
Subject: [rt-users] Text link to create new ticket depended On by current
	ticket?
Message-ID: <009401c89fde$88cecef0$1200a8c0@hcc.local>

Maybe someone can tell me if there is a way that I can creat a link (text
only) that will create a new ticket for the user that depends on the current
ticket? I have been looking around but am not really finding what I am
looking for :/

The reasoning here is that we have some old equipment in the field that
needs replacing and when I know that the equipment is at a customers place I
would like to click on a link and have the ticket created for my customer
service team to deal with

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 

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From ruz at bestpractical.com  Wed Apr 16 12:30:04 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 16 Apr 2008 20:30:04 +0400
Subject: [rt-users] I've asked the beginner perl group but no one
	responded
In-Reply-To: <480617EA.9050308@ccdc.cam.ac.uk>
References: <4804D006.7090206@gmail.com>
	<EBACF11D-39D1-45E0-AD13-2007A4AB66D2@khera.org>
	<48052216.4010403@gmail.com>
	<21AC326A-646A-489D-B00D-E7DE921995FC@khera.org>
	<480605DF.7000205@jennic.com>
	<D5E18BAB-A154-40D9-82CC-4CE5CEFA6A23@khera.org>
	<48060C8A.6060805@linuxia.de> <480617EA.9050308@ccdc.cam.ac.uk>
Message-ID: <589c94400804160930v4e89a510y83fc4541d09a876c@mail.gmail.com>

On Wed, Apr 16, 2008 at 7:14 PM, Toby Darling <darling at ccdc.cam.ac.uk> wrote:
>
>
>  Stefan Hornburg wrote, On 16/04/2008 15:26:
>
> > Vivek Khera wrote:
>  >> On Apr 16, 2008, at 9:57 AM, Mike Peachey wrote:
>  >>> I disagree. Distribution packaging systems cause a LOT of RT
>  >>> problems. Manual installation or platform-independent packaging is a
>  >>> much better way of managing RT and using CPAN to perform perl
>  >>> installations is by far the best automatable method.
>  >> Must be crappy packages.  The freebsd packages work wonderfully across
>  >> upgrades.
>  >
>  > I also have good experiences with packaged RT. In my case the Debian
>  > packages were easy to install and that saved a lot of work.
>
>  Agreed, RT on debian's easy. Thank you Niko.
Except that it's 3.6.x where x < 6 (I think it's still 3.6.1) and when
users of this package come to list they have less chances to get
feedback and fixes.

>
>  Cheers
>  Toby
>
>  LEGAL NOTICE
>  Unless expressly stated otherwise, information contained in this
>  message is confidential. If this message is not intended for you,
>  please inform postmaster at ccdc.cam.ac.uk and delete the message.
>  The Cambridge Crystallographic Data Centre is a company Limited
>  by Guarantee and a Registered Charity.
>  Registered in England No. 2155347 Registered Charity No. 800579
>  Registered office 12 Union Road, Cambridge CB2 1EZ.
>
>
> _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: 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 winn_johnston at yahoo.com  Wed Apr 16 12:37:01 2008
From: winn_johnston at yahoo.com (Winn Johnston)
Date: Wed, 16 Apr 2008 09:37:01 -0700 (PDT)
Subject: [rt-users] Critical Errors
In-Reply-To: <673526.5781.qm@web52908.mail.re2.yahoo.com>
Message-ID: <749348.37777.qm@web52905.mail.re2.yahoo.com>

[crit]: Apache2::RequestIO::rflush: (104) Connection
reset by peer at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
line 1029 (/usr/local/rt3/bin/webmux.pl:134)



--- Winn Johnston <winn_johnston at yahoo.com> wrote:

> [crit]: RT::Attachment->Create couldn't, as you
> didn't
> specify a transaction
> 
> [crit]: RT::Ticket=HASH(0xa58dd04) tried to load a
> bogus ticket: 7715
> 
> RT seemed to throw up all over the place this
> morning
> when I updated the server. Is there any regression
> tests i can run to see what package broke the
> software?
> 
> Thanks
> Winn Johnston
> 
> 
> 
> 
>      
>
____________________________________________________________________________________
> Be a better friend, newshound, and 
> know-it-all with Yahoo! Mobile.  Try it now. 
>
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ
> _______________________________________________
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from
> O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



      ____________________________________________________________________________________
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ


From npereira at protus.com  Wed Apr 16 13:22:25 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 16 Apr 2008 13:22:25 -0400
Subject: [rt-users] RT as a intranet portal? Or other suggestions?
In-Reply-To: <a0b5dc850804160812v1252e697ie3109aeba8408513@mail.gmail.com>
References: <21044E8C915A7E43B90A1056127160F116B7F2@EXMAIL.protus.org>
	<a0b5dc850804160812v1252e697ie3109aeba8408513@mail.gmail.com>
Message-ID: <21044E8C915A7E43B90A1056127160F116B901@EXMAIL.protus.org>

Does it have any scripts that work with RT at all?

 

Regards,

 

Nelson Pereira

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Martin
Wheldon
Sent: Wednesday, April 16, 2008 11:12 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT as a intranet portal? Or other suggestions?

 

I personaly use pmwiki and have been very happy with it.

 

Martin

 

On 4/16/08, Nelson Pereira <npereira at protus.com> wrote: 

Hi all,

 

Is there an extension that will make RT look like an intranet portal?

To be able to put in articles, upload docs, and such?

 

Or do you guys have any suggestions as a good Intranet Portal I could
install on the same box as RT (RHEL5) ?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com <http://www.myfax.com/>  

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

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

 


_______________________________________________
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/> 

 

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From judy at epicenter.ucsd.edu  Wed Apr 16 13:25:40 2008
From: judy at epicenter.ucsd.edu (Judy Illeman Gaukel)
Date: Wed, 16 Apr 2008 10:25:40 -0700
Subject: [rt-users] Did latest solaris patching botch perl+RT (won't mail
	out any more)???
Message-ID: <48063694.7010805@epicenter.ucsd.edu>

Hi,
I've been searching for an answer to my situation with close hits but 
nothing exactly.
We have been using RT 3.6.3 on a Solaris 9 machine for over a year 
without issue.
My monthly patching of the machine is the only thing I can attribute to 
this new problem - but that doesn't
help me solve it.   My installations were done via blastwave and - as I 
said - things have worked fine until
2 weeks ago....   my version of perl is 5.8.8.

/var/adm/messages has:Apr 15 22:23:48 localhost RT: Scrip Prepare 1 
died. - Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in 
@INC (@INC contains: /opt/csw/rt3/local/lib /opt/csw/rt3/lib 
/opt/csw/lib/perl5/site_perl/5.8.8/sun4-solaris-thread-multi 
/opt/csw/lib/perl/5.8.8 /opt/csw/share/perl/5.8.8 
/opt/csw/lib/perl/site_perl /opt/csw/share/perl/site_perl 
/opt/csw/lib/perl/csw /opt/csw/share/perl/csw . /opt/csw/apache/ 
/opt/csw/apache/lib/perl) at (eval 1275) line 3.\n\nStack:\n  [(eval 
1275):3]\n  [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]\n  
[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]\n  
[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]\n  
[/opt/csw/rt3/lib/RT/Record.pm:1444]\n  
[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]\n  
[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]\n  
[/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]\n  
[/opt/csw/rt3/share/html/Ticket/Update.html:137]\n  
[/opt/csw/rt3/share/html/autohandler:292]\n\n\nStack:\n  
[/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]\n  
[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]\n  [/opt/
Apr 15 22:24:02 localhost RT: Scrip Prepare 7 died. - Require of 
RT::Action::rt-3.6.3-162-1208298242-392 failed.\nsyntax error at (eval 
1295) line 1, near "require RT::Action::rt-"\n\n\nStack:\n  
[/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]\n  
[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]\n  
[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]\n  
[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]\n  
[/opt/csw/rt3/lib/RT/Record.pm:1444]\n  
[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]\n  
[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]\n  
[/opt/csw/rt3/lib/RT/Interface/Web.pm:570]\n  
[/opt/csw/rt3/share/html/Ticket/Display.html:142]\n  
[/opt/csw/rt3/share/html/Ticket/Update.html:216]\n  
[/opt/csw/rt3/share/html/autohandler:292] 
(/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)\n
Apr 15 22:24:02 localhost RT: Scrip Prepare 6 died. - Undefined 
subroutine &Scalar::Util::weaken called at 
/opt/csw/rt3/lib/RT/Action/Generic.pm line 107.\n\nStack:\n  
[/opt/csw/rt3/lib/RT/Action/Generic.pm:107]\n  
[/opt/csw/rt3/lib/RT/Action/Generic.pm:79]\n  
[/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:177]\n  
[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]\n  
[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]\n  
[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]\n  
[/opt/csw/rt3/lib/RT/Record.pm:1444]\n  
[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]\n  
[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]\n  
[/opt/csw/rt3/lib/RT/Interface/Web.pm:570]\n  
[/opt/csw/rt3/share/html/Ticket/Display.html:142]\n  
[/opt/csw/rt3/share/html/Ticket/Update.html:216]\n  
[/opt/csw/rt3/share/html/autohandler:292] 
(/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)\n
Apr 15 22:24:02 localhost RT: Scrip Prepare 1 died. - Require of 
RT::Action::rt-3.6.3-162-1208298242-392 failed.\nsyntax error at (eval 
1306) line 1, near "require RT::Action::rt-"\n\n\nStack:\n  
[/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]\n  
[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]\n  
[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]\n  
[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]\n  
[/opt/csw/rt3/lib/RT/Record.pm:1444]\n  
[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]\n  
[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]\n  
[/opt/csw/rt3/lib/RT/Interface/Web.pm:570]\n  
[/opt/csw/rt3/share/html/Ticket/Display.html:142]\n  
[/opt/csw/rt3/share/html/Ticket/Update.html:216]\n  
[/opt/csw/rt3/share/html/autohandler:292] 
(/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)\n

I'm using sendmail, with the standard setup on the RT_SiteConfig file.   
I've tried to keep everything pretty
box-stock without changing things -- so I am (besides not being a perl 
programmer!) - baffled at what
went wrong.
What are my options?   Is it a perl problem?   (sure looks like it...  
from my inexperienced eyes!)...
Should I just bite the bullet and install 3.6.6???
Thanks,
Judy




From winn_johnston at yahoo.com  Wed Apr 16 13:31:13 2008
From: winn_johnston at yahoo.com (Winn Johnston)
Date: Wed, 16 Apr 2008 10:31:13 -0700 (PDT)
Subject: [rt-users] Critical Errors
In-Reply-To: <749348.37777.qm@web52905.mail.re2.yahoo.com>
Message-ID: <872614.12427.qm@web52910.mail.re2.yahoo.com>

It seems i can create a ticket after i restart apache
and mysql. But i can only create one before the logs
start freaking out about bogus ticket number

-winn

--- Winn Johnston <winn_johnston at yahoo.com> wrote:

> [crit]: Apache2::RequestIO::rflush: (104) Connection
> reset by peer at
>
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
> line 1029 (/usr/local/rt3/bin/webmux.pl:134)
> 
> 
> 
> --- Winn Johnston <winn_johnston at yahoo.com> wrote:
> 
> > [crit]: RT::Attachment->Create couldn't, as you
> > didn't
> > specify a transaction
> > 
> > [crit]: RT::Ticket=HASH(0xa58dd04) tried to load a
> > bogus ticket: 7715
> > 
> > RT seemed to throw up all over the place this
> > morning
> > when I updated the server. Is there any regression
> > tests i can run to see what package broke the
> > software?
> > 
> > Thanks
> > Winn Johnston
> > 
> > 
> > 
> > 
> >      
> >
>
____________________________________________________________________________________
> > Be a better friend, newshound, and 
> > know-it-all with Yahoo! Mobile.  Try it now. 
> >
>
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials
> from
> > O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
> > 
> 
> 
> 
>      
>
____________________________________________________________________________________
> Be a better friend, newshound, and 
> know-it-all with Yahoo! Mobile.  Try it now. 
>
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ
> 



      ____________________________________________________________________________________
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ


From mathew.snyder at gmail.com  Wed Apr 16 14:52:25 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Wed, 16 Apr 2008 14:52:25 -0400
Subject: [rt-users] I've asked the beginner perl group
	but	no	one	responded
In-Reply-To: <480617EA.9050308@ccdc.cam.ac.uk>
References: <4804D006.7090206@gmail.com>	<EBACF11D-39D1-45E0-AD13-2007A4AB66D2@khera.org>	<48052216.4010403@gmail.com>	<21AC326A-646A-489D-B00D-E7DE921995FC@khera.org>	<480605DF.7000205@jennic.com>	<D5E18BAB-A154-40D9-82CC-4CE5CEFA6A23@khera.org>	<48060C8A.6060805@linuxia.de>
	<480617EA.9050308@ccdc.cam.ac.uk>
Message-ID: <48064AE9.3000702@gmail.com>

It's all well and good that you folks find distro-specific packages easy 
to use but a: Debian's easiness doesn't matter to a person asking about 
RHEL 5 (for which there is no Red Hat supplied RPM) and b: not everyone 
uses packages for their installation making your opinions moot.

Anyone have a solution to the question I asked instead of personal 
preferences?

Mathew

Toby Darling wrote:
> 
> Stefan Hornburg wrote, On 16/04/2008 15:26:
>> Vivek Khera wrote:
>>> On Apr 16, 2008, at 9:57 AM, Mike Peachey wrote:
>>>> I disagree. Distribution packaging systems cause a LOT of RT  
>>>> problems. Manual installation or platform-independent packaging is a  
>>>> much better way of managing RT and using CPAN to perform perl  
>>>> installations is by far the best automatable method.
>>> Must be crappy packages.  The freebsd packages work wonderfully across  
>>> upgrades.
>> I also have good experiences with packaged RT. In my case the Debian
>> packages were easy to install and that saved a lot of work.
> 
> Agreed, RT on debian's easy. Thank you Niko.
> 
> Cheers
> Toby
> 
> LEGAL NOTICE
> Unless expressly stated otherwise, information contained in this
> message is confidential. If this message is not intended for you,
> please inform postmaster at ccdc.cam.ac.uk and delete the message.
> The Cambridge Crystallographic Data Centre is a company Limited
> by Guarantee and a Registered Charity.
> Registered in England No. 2155347 Registered Charity No. 800579
> Registered office 12 Union Road, Cambridge CB2 1EZ.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
JJ: "I've lost faith in you Matt."
Matt: "What?"
JJ: "You're listening to Metallica."
Matt: "Come on now, it isn't like I actually paid for it."

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


From winn_johnston at yahoo.com  Wed Apr 16 15:13:39 2008
From: winn_johnston at yahoo.com (Winn Johnston)
Date: Wed, 16 Apr 2008 12:13:39 -0700 (PDT)
Subject: [rt-users] I've asked the beginner perl group but no one
	responded
In-Reply-To: <4804D006.7090206@gmail.com>
Message-ID: <935373.15566.qm@web52902.mail.re2.yahoo.com>

Mat,

How about trying 

cpan -if HTML::FormatText
cpan -if XML::RS
cpan -if Apache::DBI


-winn

--- Mathew <mathew.snyder at gmail.com> wrote:

> I'm trying to make the (re-)installation of RT as
> painless as possible 
> for future generations.  I've encountered a problem
> though in that I 
> can't get HTML::FormatText, XML::RSS or Apache-DBI
> to install through 
> `make fixdeps`.  As a result I've written a small
> script which parses 
> the output of `make testdeps` for any lines
> containing "MISSING".
> 
> I'm trying to pass these modules onto cpan and force
> their installation 
> with no luck.  I've tried the following:
> CPAN::Shell::force(install,$mod_name)
> CPAN::Module::force(install,$mod_name)
> system "perl -MCPAN -e 'force install $mod_name'"
> 
> None work.
> 
> How can I take care of this?
> 
> Mathew
> -- 
> JJ: "I've lost faith in you Matt."
> Matt: "What?"
> JJ: "You're listening to Metallica."
> Matt: "Come on now, it isn't like I actually paid
> for it."
> 
> 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
> 



      ____________________________________________________________________________________
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ


From mathew.snyder at gmail.com  Wed Apr 16 15:44:33 2008
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Wed, 16 Apr 2008 15:44:33 -0400
Subject: [rt-users] I've asked the beginner perl group but no one
	responded
In-Reply-To: <4f5c8db80804161243t9a93030g22cb7ddd38299552@mail.gmail.com>
References: <4804D006.7090206@gmail.com>
	<935373.15566.qm@web52902.mail.re2.yahoo.com>
	<4f5c8db80804161243t9a93030g22cb7ddd38299552@mail.gmail.com>
Message-ID: <4f5c8db80804161244m64258f6es314678d5cfbd53f0@mail.gmail.com>

---------- Forwarded message ----------
From: Mathew Snyder <mathew.snyder at gmail.com>
Date: Wed, Apr 16, 2008 at 3:43 PM
Subject: Re: [rt-users] I've asked the beginner perl group but no one
responded
To: Winn Johnston <winn_johnston at yahoo.com>


The cpan manpage doesn't list an 'f' option.  Does it exist and simply isn't
documented?

Mathew


On Wed, Apr 16, 2008 at 3:13 PM, Winn Johnston <winn_johnston at yahoo.com>
wrote:

> Mat,
>
> How about trying
>
> cpan -if HTML::FormatText
> cpan -if XML::RS
> cpan -if Apache::DBI
>
>
> -winn
>
> --- Mathew <mathew.snyder at gmail.com> wrote:
>
> > I'm trying to make the (re-)installation of RT as
> > painless as possible
> > for future generations.  I've encountered a problem
> > though in that I
> > can't get HTML::FormatText, XML::RSS or Apache-DBI
> > to install through
> > `make fixdeps`.  As a result I've written a small
> > script which parses
> > the output of `make testdeps` for any lines
> > containing "MISSING".
> >
> > I'm trying to pass these modules onto cpan and force
> > their installation
> > with no luck.  I've tried the following:
> > CPAN::Shell::force(install,$mod_name)
> > CPAN::Module::force(install,$mod_name)
> > system "perl -MCPAN -e 'force install $mod_name'"
> >
> > None work.
> >
> > How can I take care of this?
> >
> > Mathew
> > --
> > JJ: "I've lost faith in you Matt."
> > Matt: "What?"
> > JJ: "You're listening to Metallica."
> > Matt: "Come on now, it isn't like I actually paid
> > for it."
> >
> > 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
> >
>
>
>
>
>  ____________________________________________________________________________________
> Be a better friend, newshound, and
> know-it-all with Yahoo! Mobile.  Try it now.
> http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ
>



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



-- 
Keep up with my goings on at http://theillien.blogspot.com
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From ldriggers at fncinc.com  Wed Apr 16 16:18:35 2008
From: ldriggers at fncinc.com (Les Driggers)
Date: Wed, 16 Apr 2008 15:18:35 -0500
Subject: [rt-users] I've asked the beginner perl group but no
	oneresponded
In-Reply-To: <4f5c8db80804161244m64258f6es314678d5cfbd53f0@mail.gmail.com>
References: <4804D006.7090206@gmail.com><935373.15566.qm@web52902.mail.re2.yahoo.com><4f5c8db80804161243t9a93030g22cb7ddd38299552@mail.gmail.com>
	<4f5c8db80804161244m64258f6es314678d5cfbd53f0@mail.gmail.com>
Message-ID: <2788D5DC2F58B24280FC3F99956AE1C905FFB367@ox-exch01.fncinc.com>

Try

#man 1 cpan

 

f   Forces the specified action, when it normally would have failed.

 

Luck,

Les

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew
Snyder
Sent: Wednesday, April 16, 2008 2:45 PM
To: RT Users
Subject: Re: [rt-users] I've asked the beginner perl group but no
oneresponded

 

 

---------- Forwarded message ----------
From: Mathew Snyder <mathew.snyder at gmail.com>
Date: Wed, Apr 16, 2008 at 3:43 PM
Subject: Re: [rt-users] I've asked the beginner perl group but no one
responded
To: Winn Johnston <winn_johnston at yahoo.com>


The cpan manpage doesn't list an 'f' option.  Does it exist and simply
isn't documented?

Mathew

 

On Wed, Apr 16, 2008 at 3:13 PM, Winn Johnston <winn_johnston at yahoo.com>
wrote:

Mat,

How about trying

cpan -if HTML::FormatText
cpan -if XML::RS
cpan -if Apache::DBI


-winn


--- Mathew <mathew.snyder at gmail.com> wrote:

> I'm trying to make the (re-)installation of RT as
> painless as possible
> for future generations.  I've encountered a problem
> though in that I
> can't get HTML::FormatText, XML::RSS or Apache-DBI
> to install through
> `make fixdeps`.  As a result I've written a small
> script which parses
> the output of `make testdeps` for any lines
> containing "MISSING".
>
> I'm trying to pass these modules onto cpan and force
> their installation
> with no luck.  I've tried the following:
> CPAN::Shell::force(install,$mod_name)
> CPAN::Module::force(install,$mod_name)
> system "perl -MCPAN -e 'force install $mod_name'"
>
> None work.
>
> How can I take care of this?
>
> Mathew
> --
> JJ: "I've lost faith in you Matt."
> Matt: "What?"
> JJ: "You're listening to Metallica."
> Matt: "Come on now, it isn't like I actually paid
> for it."
>
> Keep up with me and what I'm up to:
> http://theillien.blogspot.com

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




 
________________________________________________________________________
____________
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know-it-all with Yahoo! Mobile.  Try it now.
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-- 
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From lists at openunix.de  Wed Apr 16 16:48:46 2008
From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=)
Date: Wed, 16 Apr 2008 22:48:46 +0200
Subject: [rt-users] 3.6.0/mysql 4: sessions is MyISAM?
In-Reply-To: <1156353260.21454.40.camel@hex.latis.com>
References: <1156353260.21454.40.camel@hex.latis.com>
Message-ID: <20080416204846.GA19252@orion.bofh.hanau.net>

Hello everyone,

I have the same problem Ole had with his installation:

After upgrading to 3.6.6 merged tickets are really slow.

I saw a lot of MySQL entrys stating that get_lock queries took a long
time:

# Query_time: 69  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
use rtdb;
SELECT GET_LOCK('Apache-Session-1b11b6323211dc42ec9d40473784e254',
3600); 


After changing the session backend to Apache::Session::File the mysql
log entries are gone but the ticket system is not faster than before... 


However, this does only affect merged tickets.

It seems that rt locks and tries to access the locked data in some way
because it used to be two tickets.


Has anyone a solution to this problem?







On Mi, Aug 23, 2006 at 11:14:20 -0600, Ole Craig <ocraig at stillsecure.com> wrote:
> (3.6.0/mysql-4.1.20/CentOS 4.3)
> 
> Hi -
>         Trying to figure out why my performance goes in the crapper on
> requests for merged tickets, and I noticed that all of my db tables are
> InnoDB -- except sessions, which is MyISAM. I also noticed that when I'm
> monitoring with mysql-administrator, the query that seems to take
> forever (>120 seconds sometimes, on a db with only about 300 tickets in
> it so far) looks like this:
> 
> SELECT GET_LOCK('Apache-Session-b2dec1598b67a7a5cfc7c7c9696c002c', 3600)
> 
> Is there anything to be gained by converting sessions to InnoDB, or
> should I leave it as MyISAM? (I have no other MyISAM tables in this
> server, so at the very least I could free up the resources by removing
> the engine.)
> 
> 	Thoughts?
> 	
> 	Thanks,
> 		Ole
> 
> -- 
> /Ole Craig
> Security Engineer
> 
> 303-381-3802 (main support hotline)
> 303-381-3824 (my direct line)
> 303-381-3801 (fax)
> 
> www.stillsecure.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
> 


-- 
Warning:  You are not root
             
	     -- nmap V. 2.54BETA31


From adjones at cca.edu  Wed Apr 16 16:51:34 2008
From: adjones at cca.edu (Andy Jones)
Date: Wed, 16 Apr 2008 13:51:34 -0700
Subject: [rt-users] CommandByEmail and Custom Field problems
Message-ID: <C1554B03-5666-491D-A665-70DB8B7F2A32@cca.edu>

Hi, all.

We recently installed the CommandByEmail patch to our v3.4.5 RT  
instance.  We're  experiencing a problem, as follows:

When an unprivileged user submits a commandbyemail to RT, the command  
only works if it is *not* for a custom field.  For instance, an  
unprivileged user could send the command "Priority: 8" and the command  
would succeed.  However, if the unprivileged user sends a command  
*for* a custom field, the command fails.  For instance, the  
unprivileged user could send the command "CF.{Name_of_Requestor}: Mr  
Foo" and the custom field value for Name_of_Requestor does not change.

The only way the CommandByEmail works for Custom Fields is if the  
subby is a member of a User Group (not a pre-defined System Group),  
and that group has ModifyCustomField rights to a given custom field.

I read in the mailing list archive that someone else was having this  
same problem with v3.4.4.  Only one person replied to that request,  
saying that giving "Everyone" Add- Modify- and AdminCustomFields  
allowed them to get around the problem, but that they were also using  
v3.6.1.  I've given the ModifyCustomField and the SeeCustomField  
rights to Everyone, Unprivileged Users, and Privileged Users.  My  
unprivileged user can *see* the Custom Field when logged into RT, but  
can't *edit* the CF, either via email or when logged in.

Has anyone else experienced this kind of problem?  I've tried just  
about every combination of group rights I can think of, but *nothing*  
seems to allow unprivileged users to modify the values in Custom  
Fields.  I'm wondering whether this is just a bug with our version of  
RT.

Any help would be greatly appreciated.

Thanks!
Andy

Andy Jones
User Support Manager
510.594.5016
adjones at cca.edu







From racke at linuxia.de  Thu Apr 17 03:35:06 2008
From: racke at linuxia.de (Stefan Hornburg)
Date: Thu, 17 Apr 2008 09:35:06 +0200
Subject: [rt-users] I've asked the beginner perl group but no
	one	responded
In-Reply-To: <589c94400804160930v4e89a510y83fc4541d09a876c@mail.gmail.com>
References: <4804D006.7090206@gmail.com>	<EBACF11D-39D1-45E0-AD13-2007A4AB66D2@khera.org>	<48052216.4010403@gmail.com>	<21AC326A-646A-489D-B00D-E7DE921995FC@khera.org>	<480605DF.7000205@jennic.com>	<D5E18BAB-A154-40D9-82CC-4CE5CEFA6A23@khera.org>	<48060C8A.6060805@linuxia.de>
	<480617EA.9050308@ccdc.cam.ac.uk>
	<589c94400804160930v4e89a510y83fc4541d09a876c@mail.gmail.com>
Message-ID: <4806FDAA.5080204@linuxia.de>

Ruslan Zakirov wrote:
> On Wed, Apr 16, 2008 at 7:14 PM, Toby Darling <darling at ccdc.cam.ac.uk> wrote:
>>
>>  Stefan Hornburg wrote, On 16/04/2008 15:26:
>>
>>> Vivek Khera wrote:
>>  >> On Apr 16, 2008, at 9:57 AM, Mike Peachey wrote:
>>  >>> I disagree. Distribution packaging systems cause a LOT of RT
>>  >>> problems. Manual installation or platform-independent packaging is a
>>  >>> much better way of managing RT and using CPAN to perform perl
>>  >>> installations is by far the best automatable method.
>>  >> Must be crappy packages.  The freebsd packages work wonderfully across
>>  >> upgrades.
>>  >
>>  > I also have good experiences with packaged RT. In my case the Debian
>>  > packages were easy to install and that saved a lot of work.
>>
>>  Agreed, RT on debian's easy. Thank you Niko.
> Except that it's 3.6.x where x < 6 (I think it's still 3.6.1) and when
> users of this package come to list they have less chances to get
> feedback and fixes.

Right, but I think it is still easier to backport it from testing
than installing from scratch.

Regards
	Racke



-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team




From sven.sternberger at desy.de  Thu Apr 17 03:48:45 2008
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Thu, 17 Apr 2008 09:48:45 +0200
Subject: [rt-users] I've asked the beginner perl group but no
	one	responded
In-Reply-To: <589c94400804160930v4e89a510y83fc4541d09a876c@mail.gmail.com>
References: <4804D006.7090206@gmail.com>
	<EBACF11D-39D1-45E0-AD13-2007A4AB66D2@khera.org>
	<48052216.4010403@gmail.com>
	<21AC326A-646A-489D-B00D-E7DE921995FC@khera.org>
	<480605DF.7000205@jennic.com>
	<D5E18BAB-A154-40D9-82CC-4CE5CEFA6A23@khera.org>
	<48060C8A.6060805@linuxia.de> <480617EA.9050308@ccdc.cam.ac.uk>
	<589c94400804160930v4e89a510y83fc4541d09a876c@mail.gmail.com>
Message-ID: <1208418525.13177.12.camel@pcx4546.desy.de>

Hello!

just my 2c, Request Tracker is really a nice piece of
Software which helps our organisation a lot

BUT

the distribution is a mess, the only thing an average
sysadmin wants to do is to install via the package
manager on his RT server, and to run from time to time
an update with his package manager.
I don't want to install via cpan perl modules which may be
in conflict with versions from perl packages of the operating
system. 
For this convenience I'm sure there would be also some
customer willing to pay a subscription fee.

till this happy days I will tar,make,cpan ....

regards!

sven

On Mi, 2008-04-16 at 20:30 +0400, Ruslan Zakirov wrote:
> Except that it's 3.6.x where x < 6 (I think it's still 3.6.1) and when
> users of this package come to list they have less chances to get
> feedback and fixes.




From racke at linuxia.de  Thu Apr 17 03:53:57 2008
From: racke at linuxia.de (Stefan Hornburg)
Date: Thu, 17 Apr 2008 09:53:57 +0200
Subject: [rt-users] I've asked the beginner perl group but
	no	one	responded
In-Reply-To: <1208418525.13177.12.camel@pcx4546.desy.de>
References: <4804D006.7090206@gmail.com>	<EBACF11D-39D1-45E0-AD13-2007A4AB66D2@khera.org>	<48052216.4010403@gmail.com>	<21AC326A-646A-489D-B00D-E7DE921995FC@khera.org>	<480605DF.7000205@jennic.com>	<D5E18BAB-A154-40D9-82CC-4CE5CEFA6A23@khera.org>	<48060C8A.6060805@linuxia.de>
	<480617EA.9050308@ccdc.cam.ac.uk>	<589c94400804160930v4e89a510y83fc4541d09a876c@mail.gmail.com>
	<1208418525.13177.12.camel@pcx4546.desy.de>
Message-ID: <48070215.5080804@linuxia.de>

Sven Sternberger wrote:
> Hello!
> 
> just my 2c, Request Tracker is really a nice piece of
> Software which helps our organisation a lot
> 
> BUT
> 
> the distribution is a mess, the only thing an average
> sysadmin wants to do is to install via the package
> manager on his RT server, and to run from time to time
> an update with his package manager.
> I don't want to install via cpan perl modules which may be
> in conflict with versions from perl packages of the operating
> system. 

It shouldn't be hard to run a custom Perl just for RT.

Regards
	Racke


-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team



From msimpson at skynet.com.au  Thu Apr 17 04:40:59 2008
From: msimpson at skynet.com.au (Matthew Simpson)
Date: Thu, 17 Apr 2008 18:40:59 +1000
Subject: [rt-users] rt-mailgate stopped workng please help
Message-ID: <48070D1B.50601@skynet.com.au>

Hi all,

I'm using Centos 4.5 and use the RT yum repo to install RT 3. Over the 
last week I have noticed this error in the mailog for sendmail:


sendmail[7784]: m3H2xC0A007792: to=|"/etc/smrsh/rt-mailgate --queue 
care-shifts --action correspond --url http://care.domain.com/", 
ctladdr=<care-shifts at care.domain.com> (8/0), delay=04:13:07, 
xdelay=00:00:00, mailer=prog, pri=483216, dsn=4.0.0, stat=Deferred: prog 
mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL


Delivery Fail:

   ----- Transcript of session follows -----
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/lib/rt/RT/EmailParser.pm line 616.

Stack:
  [/usr/lib/rt/RT/EmailParser.pm:616]
  [/usr/lib/rt/RT/EmailParser.pm:225]
  [/usr/lib/rt/RT/EmailParser.pm:177]
  [/usr/lib/rt/RT/EmailParser.pm:137]
  [/usr/lib/rt/RT/Interface/Email.pm:523]
  [/var/rt/html/REST/1.0/NoAuth/mail-gateway:58]

|"/etc/smrsh/rt-mailgate --queue care-shifts --action correspond --url http://care.mattysimpson.com/"... Deferred: 421 4.4.2 sv2-2.per.domain.com Error: timeout exceeded
Warning: message still undelivered after 4 hours
Will keep trying until message is 5 days old


What has happened? Please help?



Matt




From ldbout at gmail.com  Thu Apr 17 09:02:43 2008
From: ldbout at gmail.com (LDB)
Date: Thu, 17 Apr 2008 09:02:43 -0400
Subject: [rt-users] MySQL Connect errorr
Message-ID: <409EDF11-72DD-481F-88AA-44224D886435@gmail.com>

I am receiving the following error when I connect my apache instance  
of RT:

[Thu Apr 17 08:57:46 2008] [error] [client 192.168.10.66] Connect  
Failed Client does not support authentication protocol requested by  
server; consider upgrading MySQL client\n at /opt/rt3/lib/RT.pm line  
220\n

My MySQL version is 5.0.26 on SuSE 9 SP4 using the latest version of  
RT. My /etc/apache2/vhosts.d/rt.conf is ..

<VirtualHost 192.168.100.48:80>
    ServerName rt.example.org
    DocumentRoot /opt/rt3/share/html
    ServerAdmin noc at example.org
    LogLevel debug
    ErrorLog /var/log/apache2/rt_error_log
    TransferLog /var/log/apache2/rt_access_log

    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

    SetHandler perl-script
    PerlHandler RT::Mason

    Alias /rt "/opt/rt3/share/html"
    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

    <Directory /opt/rt3/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
    </Location>
</VirtualHost>



Any ideas??


From ruz at bestpractical.com  Thu Apr 17 09:17:29 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 17 Apr 2008 17:17:29 +0400
Subject: [rt-users] MySQL Connect errorr
In-Reply-To: <409EDF11-72DD-481F-88AA-44224D886435@gmail.com>
References: <409EDF11-72DD-481F-88AA-44224D886435@gmail.com>
Message-ID: <589c94400804170617p4ea6ec69n63c069afdc79c9d3@mail.gmail.com>

This problem is related to mysql and has nothing to do with RT. It's
very well documented on mysql site.

On Thu, Apr 17, 2008 at 5:02 PM, LDB <ldbout at gmail.com> wrote:
> I am receiving the following error when I connect my apache instance
>  of RT:
>
>  [Thu Apr 17 08:57:46 2008] [error] [client 192.168.10.66] Connect
>  Failed Client does not support authentication protocol requested by
>  server; consider upgrading MySQL client\n at /opt/rt3/lib/RT.pm line
>  220\n
>
>  My MySQL version is 5.0.26 on SuSE 9 SP4 using the latest version of
>  RT. My /etc/apache2/vhosts.d/rt.conf is ..
>
>  <VirtualHost 192.168.100.48:80>
>     ServerName rt.example.org
>     DocumentRoot /opt/rt3/share/html
>     ServerAdmin noc at example.org
>     LogLevel debug
>     ErrorLog /var/log/apache2/rt_error_log
>     TransferLog /var/log/apache2/rt_access_log
>
>     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
>
>     SetHandler perl-script
>     PerlHandler RT::Mason
>
>     Alias /rt "/opt/rt3/share/html"
>     PerlModule Apache::DBI
>     PerlRequire /opt/rt3/bin/webmux.pl
>
>     <Directory /opt/rt3/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
>     </Location>
>  </VirtualHost>
>
>
>
>  Any ideas??
>  _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: 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 ldbout at gmail.com  Thu Apr 17 09:19:25 2008
From: ldbout at gmail.com (LDB)
Date: Thu, 17 Apr 2008 09:19:25 -0400
Subject: [rt-users] MySQL Connect errorr
In-Reply-To: <589c94400804170617p4ea6ec69n63c069afdc79c9d3@mail.gmail.com>
References: <409EDF11-72DD-481F-88AA-44224D886435@gmail.com>
	<589c94400804170617p4ea6ec69n63c069afdc79c9d3@mail.gmail.com>
Message-ID: <03199ACF-3C64-4C91-BBCF-1A6A5DE1B129@gmail.com>

Yes, I have looked through the documentation there and none of it  
seemingly
applies. I will search again though ..

LDB

On Apr 17, 2008, at 9:17 AM, Ruslan Zakirov wrote:
> This problem is related to mysql and has nothing to do with RT. It's
> very well documented on mysql site.
>
> On Thu, Apr 17, 2008 at 5:02 PM, LDB <ldbout at gmail.com> wrote:
>> I am receiving the following error when I connect my apache instance
>> of RT:
>>
>> [Thu Apr 17 08:57:46 2008] [error] [client 192.168.10.66] Connect
>> Failed Client does not support authentication protocol requested by
>> server; consider upgrading MySQL client\n at /opt/rt3/lib/RT.pm line
>> 220\n
>>
>> My MySQL version is 5.0.26 on SuSE 9 SP4 using the latest version of
>> RT. My /etc/apache2/vhosts.d/rt.conf is ..
>>
>> <VirtualHost 192.168.100.48:80>
>>    ServerName rt.example.org
>>    DocumentRoot /opt/rt3/share/html
>>    ServerAdmin noc at example.org
>>    LogLevel debug
>>    ErrorLog /var/log/apache2/rt_error_log
>>    TransferLog /var/log/apache2/rt_access_log
>>
>>    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
>>
>>    SetHandler perl-script
>>    PerlHandler RT::Mason
>>
>>    Alias /rt "/opt/rt3/share/html"
>>    PerlModule Apache::DBI
>>    PerlRequire /opt/rt3/bin/webmux.pl
>>
>>    <Directory /opt/rt3/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
>>    </Location>
>> </VirtualHost>
>>
>>
>>
>> Any ideas??
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 ldbout at gmail.com  Thu Apr 17 09:22:08 2008
From: ldbout at gmail.com (LDB)
Date: Thu, 17 Apr 2008 09:22:08 -0400
Subject: [rt-users] MySQL Connect errorr
In-Reply-To: <589c94400804170617p4ea6ec69n63c069afdc79c9d3@mail.gmail.com>
References: <409EDF11-72DD-481F-88AA-44224D886435@gmail.com>
	<589c94400804170617p4ea6ec69n63c069afdc79c9d3@mail.gmail.com>
Message-ID: <2110D60C-5347-437A-8A48-D207B1CBC982@gmail.com>

Does the following apply to RT ...

	Tell the server to use the older password hashing algorithm

?

Thanks,

LDB

On Apr 17, 2008, at 9:17 AM, Ruslan Zakirov wrote:
> This problem is related to mysql and has nothing to do with RT. It's
> very well documented on mysql site.
>
> On Thu, Apr 17, 2008 at 5:02 PM, LDB <ldbout at gmail.com> wrote:
>> I am receiving the following error when I connect my apache instance
>> of RT:
>>
>> [Thu Apr 17 08:57:46 2008] [error] [client 192.168.10.66] Connect
>> Failed Client does not support authentication protocol requested by
>> server; consider upgrading MySQL client\n at /opt/rt3/lib/RT.pm line
>> 220\n
>>
>> My MySQL version is 5.0.26 on SuSE 9 SP4 using the latest version of
>> RT. My /etc/apache2/vhosts.d/rt.conf is ..
>>
>> <VirtualHost 192.168.100.48:80>
>>    ServerName rt.example.org
>>    DocumentRoot /opt/rt3/share/html
>>    ServerAdmin noc at example.org
>>    LogLevel debug
>>    ErrorLog /var/log/apache2/rt_error_log
>>    TransferLog /var/log/apache2/rt_access_log
>>
>>    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
>>
>>    SetHandler perl-script
>>    PerlHandler RT::Mason
>>
>>    Alias /rt "/opt/rt3/share/html"
>>    PerlModule Apache::DBI
>>    PerlRequire /opt/rt3/bin/webmux.pl
>>
>>    <Directory /opt/rt3/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
>>    </Location>
>> </VirtualHost>
>>
>>
>>
>> Any ideas??
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 ldbout at gmail.com  Thu Apr 17 09:25:02 2008
From: ldbout at gmail.com (LDB)
Date: Thu, 17 Apr 2008 09:25:02 -0400
Subject: [rt-users] MySQL Connect errorr
In-Reply-To: <589c94400804170617p4ea6ec69n63c069afdc79c9d3@mail.gmail.com>
References: <409EDF11-72DD-481F-88AA-44224D886435@gmail.com>
	<589c94400804170617p4ea6ec69n63c069afdc79c9d3@mail.gmail.com>
Message-ID: <7D7A0D13-45D5-43A0-AEA0-C7ABA61D6AB8@gmail.com>

Sure enough that was it ... :)

It uses the old client protocol ..

Thanks,

LDB

On Apr 17, 2008, at 9:17 AM, Ruslan Zakirov wrote:
> This problem is related to mysql and has nothing to do with RT. It's
> very well documented on mysql site.
>
> On Thu, Apr 17, 2008 at 5:02 PM, LDB <ldbout at gmail.com> wrote:
>> I am receiving the following error when I connect my apache instance
>> of RT:
>>
>> [Thu Apr 17 08:57:46 2008] [error] [client 192.168.10.66] Connect
>> Failed Client does not support authentication protocol requested by
>> server; consider upgrading MySQL client\n at /opt/rt3/lib/RT.pm line
>> 220\n
>>
>> My MySQL version is 5.0.26 on SuSE 9 SP4 using the latest version of
>> RT. My /etc/apache2/vhosts.d/rt.conf is ..
>>
>> <VirtualHost 192.168.100.48:80>
>>    ServerName rt.example.org
>>    DocumentRoot /opt/rt3/share/html
>>    ServerAdmin noc at example.org
>>    LogLevel debug
>>    ErrorLog /var/log/apache2/rt_error_log
>>    TransferLog /var/log/apache2/rt_access_log
>>
>>    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
>>
>>    SetHandler perl-script
>>    PerlHandler RT::Mason
>>
>>    Alias /rt "/opt/rt3/share/html"
>>    PerlModule Apache::DBI
>>    PerlRequire /opt/rt3/bin/webmux.pl
>>
>>    <Directory /opt/rt3/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
>>    </Location>
>> </VirtualHost>
>>
>>
>>
>> Any ideas??
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 msimpson at skynet.com.au  Thu Apr 17 09:34:32 2008
From: msimpson at skynet.com.au (Matthew Simpson)
Date: Thu, 17 Apr 2008 23:34:32 +1000
Subject: [rt-users] rt-mailgate stopped working please help
Message-ID: <480751E8.7070204@skynet.com.au>

Hi all,

I'm using Centos 4.5 and use the RT yum repo to install RT 3. Over the 
last week I have noticed this error in the mailog for sendmail:


sendmail[7784]: m3H2xC0A007792: to=|"/etc/smrsh/rt-mailgate --queue 
care-shifts --action correspond --url http://care.domain.com/", 
ctladdr=<care-shifts at care.domain.com> (8/0), delay=04:13:07, 
xdelay=00:00:00, mailer=prog, pri=483216, dsn=4.0.0, stat=Deferred: prog 
mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL


Delivery Fail:

   ----- Transcript of session follows -----
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/lib/rt/RT/EmailParser.pm line 616.

Stack:
  [/usr/lib/rt/RT/EmailParser.pm:616]
  [/usr/lib/rt/RT/EmailParser.pm:225]
  [/usr/lib/rt/RT/EmailParser.pm:177]
  [/usr/lib/rt/RT/EmailParser.pm:137]
  [/usr/lib/rt/RT/Interface/Email.pm:523]
  [/var/rt/html/REST/1.0/NoAuth/mail-gateway:58]

|"/etc/smrsh/rt-mailgate --queue care-shifts --action correspond --url 
http://care.domain.com/"... Deferred: 421 4.4.2 sv2-2.per.domain.com 
Error: timeout exceeded
Warning: message still undelivered after 4 hours
Will keep trying until message is 5 days old


What has happened? Please help?



Matt






From ruz at bestpractical.com  Thu Apr 17 10:21:13 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 17 Apr 2008 18:21:13 +0400
Subject: [rt-users] MySQL Connect errorr
In-Reply-To: <2110D60C-5347-437A-8A48-D207B1CBC982@gmail.com>
References: <409EDF11-72DD-481F-88AA-44224D886435@gmail.com>
	<589c94400804170617p4ea6ec69n63c069afdc79c9d3@mail.gmail.com>
	<2110D60C-5347-437A-8A48-D207B1CBC982@gmail.com>
Message-ID: <589c94400804170721o78d604aes118e03d8f24196a3@mail.gmail.com>

the server != RT, but == mysql server! If you're going to use "older
password hashing algorithm" then you should read mysql docs to
understand consequences.

On Thu, Apr 17, 2008 at 5:22 PM, LDB <ldbout at gmail.com> wrote:
> Does the following apply to RT ...
>
>         Tell the server to use the older password hashing algorithm
>
>  ?
>
>  Thanks,
>
>
>  LDB
>
>  On Apr 17, 2008, at 9:17 AM, Ruslan Zakirov wrote:
>
>
> > This problem is related to mysql and has nothing to do with RT. It's
> > very well documented on mysql site.
> >
> > On Thu, Apr 17, 2008 at 5:02 PM, LDB <ldbout at gmail.com> wrote:
> >
> > > I am receiving the following error when I connect my apache instance
> > > of RT:
> > >
> > > [Thu Apr 17 08:57:46 2008] [error] [client 192.168.10.66] Connect
> > > Failed Client does not support authentication protocol requested by
> > > server; consider upgrading MySQL client\n at /opt/rt3/lib/RT.pm line
> > > 220\n
> > >
> > > My MySQL version is 5.0.26 on SuSE 9 SP4 using the latest version of
> > > RT. My /etc/apache2/vhosts.d/rt.conf is ..
> > >
> > > <VirtualHost 192.168.100.48:80>
> > >   ServerName rt.example.org
> > >   DocumentRoot /opt/rt3/share/html
> > >   ServerAdmin noc at example.org
> > >   LogLevel debug
> > >   ErrorLog /var/log/apache2/rt_error_log
> > >   TransferLog /var/log/apache2/rt_access_log
> > >
> > >   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
> > >
> > >   SetHandler perl-script
> > >   PerlHandler RT::Mason
> > >
> > >   Alias /rt "/opt/rt3/share/html"
> > >   PerlModule Apache::DBI
> > >   PerlRequire /opt/rt3/bin/webmux.pl
> > >
> > >   <Directory /opt/rt3/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
> > >   </Location>
> > > </VirtualHost>
> > >
> > >
> > >
> > > Any ideas??
> > > _______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > Community help: http://wiki.bestpractical.com
> > > Commercial support: sales at bestpractical.com
> > >
> > >
> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > > Buy a copy at http://rtbook.bestpractical.com
> > >
> > >
> >
> >
> >
> > --
> > Best regards, Ruslan.
> >
>
>



-- 
Best regards, Ruslan.


From mwheldon at googlemail.com  Thu Apr 17 10:21:03 2008
From: mwheldon at googlemail.com (Martin Wheldon)
Date: Thu, 17 Apr 2008 15:21:03 +0100
Subject: [rt-users] RT as a intranet portal? Or other suggestions?
In-Reply-To: <21044E8C915A7E43B90A1056127160F116B901@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F116B7F2@EXMAIL.protus.org>
	<a0b5dc850804160812v1252e697ie3109aeba8408513@mail.gmail.com>
	<21044E8C915A7E43B90A1056127160F116B901@EXMAIL.protus.org>
Message-ID: <a0b5dc850804170721g40d1852fm5daa41ec4e2f8eb4@mail.gmail.com>

Non at all I'm afraid, it is however extremely easy to use and easily
extensible.

I use it for all my systems documentation, FAQ's etc

Regards

Martin


On 4/16/08, Nelson Pereira <npereira at protus.com> wrote:
>
>  Does it have any scripts that work with RT at all?
>
>
>
> Regards,
>
>
>
> Nelson Pereira
>  ------------------------------
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Martin Wheldon
> *Sent:* Wednesday, April 16, 2008 11:12 AM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] RT as a intranet portal? Or other suggestions?
>
>
>
> I personaly use pmwiki and have been very happy with it.
>
>
>
> Martin
>
>
>
> On 4/16/08, *Nelson Pereira* <npereira at protus.com> wrote:
>
> Hi all,
>
>
>
> Is there an extension that will make RT look like an intranet portal?
>
> To be able to put in articles, upload docs, and such?
>
>
>
> Or do you guys have any suggestions as a good Intranet Portal I could
> install on the same box as RT (RHEL5) ?
>
>
>
>
>
> *Nelson Pereira*
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.<http://www.myfax.com/referral_program.asp>
>
> [image: www.MyFax.com] <http://www.myfax.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 trentt at ssi-invest.com  Thu Apr 17 11:09:40 2008
From: trentt at ssi-invest.com (Trenton Taylor)
Date: Thu, 17 Apr 2008 08:09:40 -0700
Subject: [rt-users] (no subject)
Message-ID: <98EF3B16688AEE49A98773C21BD229021E8814@ssimsmx00.ssi.local>

subscribe



Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. 
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From trentt at ssi-invest.com  Thu Apr 17 11:30:06 2008
From: trentt at ssi-invest.com (Trenton Taylor)
Date: Thu, 17 Apr 2008 08:30:06 -0700
Subject: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
	etc/upgrade/3.5.1 script)
Message-ID: <98EF3B16688AEE49A98773C21BD229021E8819@ssimsmx00.ssi.local>

I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via:

 

# command:

/opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir
etc/upgrade/3.5.1 --dba root --prompt-for-dba-password

 

But I am getting this error:

 

#:

Creating database schema.

Problem with statement:

 

 

CREATE TABLE Attachments (

  id INTEGER NOT NULL  AUTO_INCREMENT,

  TransactionId integer NOT NULL  ,

  Parent integer NOT NULL DEFAULT 0  ,

  MessageId varchar(160) NULL  ,

  Subject varchar(255) NULL  ,

  Filename varchar(255) NULL  ,

  ContentType varchar(80) NULL  ,

  ContentEncoding varchar(80) NULL  ,

  Content LONGTEXT NULL  ,

  Headers LONGTEXT NULL  ,

  Creator integer NOT NULL DEFAULT 0  ,

  Created DATETIME NULL  ,

  PRIMARY KEY (id)

) TYPE=InnoDB

Table 'Attachments' already exists at /opt/rt3.6/sbin/rt-setup-database
line 220, <SCHEMA> line 464.

 

 

Thanks in advance -

Trent 

 



Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. 
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From jboris at adphila.org  Thu Apr 17 13:54:32 2008
From: jboris at adphila.org (John  BORIS)
Date: Thu, 17 Apr 2008 13:54:32 -0400
Subject: [rt-users] Requestor or Owner
Message-ID: <4807569B.2594.002B.0@adphila.org>

This may be a simple question but is the Requestor (person who submits
the ticket) the same as the owner?  I usually enter tickets when Users
contact me or I am starting a project and want to track it in RT. But
now I want the user who contacted me to be the person who would have
emailed the request into RT or even filled out a form for the request. 
So do I make that person the owner of the ticket or a watcher?

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"


From gleduc at mail.sdsu.edu  Thu Apr 17 13:59:39 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 17 Apr 2008 10:59:39 -0700
Subject: [rt-users] Requestor or Owner
In-Reply-To: <4807569B.2594.002B.0@adphila.org>
References: <4807569B.2594.002B.0@adphila.org>
Message-ID: <6.2.1.2.2.20080417105827.023eb8e0@mail.sdsu.edu>

Hi John,

The Owner is usually the person who is taking responsibility for the ticket.

Gene

At 10:54 AM 4/17/2008, John  BORIS wrote:
>This may be a simple question but is the Requestor (person who submits
>the ticket) the same as the owner?  I usually enter tickets when Users
>contact me or I am starting a project and want to track it in RT. But
>now I want the user who contacted me to be the person who would have
>emailed the request into RT or even filled out a form for the request.
>So do I make that person the owner of the ticket or a watcher?


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



From jmoseley at corp.xanadoo.com  Thu Apr 17 14:00:16 2008
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Thu, 17 Apr 2008 13:00:16 -0500
Subject: [rt-users] Requestor or Owner
In-Reply-To: <4807569B.2594.002B.0@adphila.org>
Message-ID: <OF65A0F51C.2E8C6CEC-ON8625742E.0062ACD1-8625742E.0062E798@pgtv.com>

It's really up to you how you want to handle how people are associated to a
ticket.  With that said, typically the person 'opening' the ticket or
making the request is the requestor.

The owner of the ticket is the person that is working the ticket or that
the ticket is assigned to.  You can very easily modify the requestor (or
populate the field when the ticket is created) field by changing the email
address to who should be the requestor, ie, the person who should have
opened the ticket in the first place.


James Moseley




                                                                           
             "John  BORIS"                                                 
             <jboris at adphila.o                                             
             rg>                                                        To 
             Sent by:                  <rt-users at lists.bestpractical.com>  
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       [rt-users] Requestor or Owner       
                                                                           
             04/17/2008 12:54                                              
             PM                                                            
                                                                           
                                                                           
                                                                           




This may be a simple question but is the Requestor (person who submits
the ticket) the same as the owner?  I usually enter tickets when Users
contact me or I am starting a project and want to track it in RT. But
now I want the user who contacted me to be the person who would have
emailed the request into RT or even filled out a form for the request.
So do I make that person the owner of the ticket or a watcher?

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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




From ruz at bestpractical.com  Thu Apr 17 14:21:11 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 17 Apr 2008 22:21:11 +0400
Subject: [rt-users] Requestor or Owner
In-Reply-To: <OF65A0F51C.2E8C6CEC-ON8625742E.0062ACD1-8625742E.0062E798@pgtv.com>
References: <4807569B.2594.002B.0@adphila.org>
	<OF65A0F51C.2E8C6CEC-ON8625742E.0062ACD1-8625742E.0062E798@pgtv.com>
Message-ID: <589c94400804171121p268d6329r1c42b7a72b01c118@mail.gmail.com>

Watchers - people around ticket, who is in any way interested in the ticket.
Requestor - people who is interested in the ticket to be resolved.
Owner - one and only one person at a time who works hard to resolve the ticket.
Cc, AdminCc - people as well interested in the ticket, but these group
are flexible and can be used in many ways, depends on workflow.

On Thu, Apr 17, 2008 at 10:00 PM,  <jmoseley at corp.xanadoo.com> wrote:
> It's really up to you how you want to handle how people are associated to a
>  ticket.  With that said, typically the person 'opening' the ticket or
>  making the request is the requestor.
>
>  The owner of the ticket is the person that is working the ticket or that
>  the ticket is assigned to.  You can very easily modify the requestor (or
>  populate the field when the ticket is created) field by changing the email
>  address to who should be the requestor, ie, the person who should have
>  opened the ticket in the first place.
>
>
>  James Moseley
>
>
>
>
>
>              "John  BORIS"
>              <jboris at adphila.o
>              rg>                                                        To
>              Sent by:                  <rt-users at lists.bestpractical.com>
>              rt-users-bounces@                                          cc
>              lists.bestpractic
>              al.com                                                Subject
>                                        [rt-users] Requestor or Owner
>
>              04/17/2008 12:54
>              PM
>
>
>
>
>
>
>
>
>
>  This may be a simple question but is the Requestor (person who submits
>  the ticket) the same as the owner?  I usually enter tickets when Users
>  contact me or I am starting a project and want to track it in RT. But
>  now I want the user who contacted me to be the person who would have
>  emailed the request into RT or even filled out a form for the request.
>  So do I make that person the owner of the ticket or a watcher?
>
>  John J. Boris, Sr.
>  JEN-A-SyS Administrator
>  Archdiocese of Philadelphia
>  "Remember! That light at the end of the tunnel
>  Just might be the headlight of an oncoming train!"
>  _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: sales at bestpractical.com
>
>
>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  Buy a copy at http://rtbook.bestpractical.com
>
>
>  _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: 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 jboris at adphila.org  Thu Apr 17 14:24:41 2008
From: jboris at adphila.org (John  BORIS)
Date: Thu, 17 Apr 2008 14:24:41 -0400
Subject: [rt-users] Requestor or Owner
In-Reply-To: <589c94400804171121p268d6329r1c42b7a72b01c118@mail.gmail.com>
References: <4807569B.2594.002B.0@adphila.org>
	<OF65A0F51C.2E8C6CEC-ON8625742E.0062ACD1-8625742E.0062E798@pgtv.com>
	<589c94400804171121p268d6329r1c42b7a72b01c118@mail.gmail.com>
Message-ID: <48075DAC.2594.002B.0@adphila.org>

Thanks.
After I sent the email I started looking around and saw where I can add
the person's to the ticket as the requestor. I couldn't find this as a
field to enter when I first looked at the ticket.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Ruslan Zakirov" <ruz at bestpractical.com> 4/17/2008 2:21 PM >>>
Watchers - people around ticket, who is in any way interested in the
ticket.
Requestor - people who is interested in the ticket to be resolved.
Owner - one and only one person at a time who works hard to resolve the
ticket.
Cc, AdminCc - people as well interested in the ticket, but these group
are flexible and can be used in many ways, depends on workflow.

On Thu, Apr 17, 2008 at 10:00 PM,  <jmoseley at corp.xanadoo.com> wrote:
> It's really up to you how you want to handle how people are
associated to a
>  ticket.  With that said, typically the person 'opening' the ticket
or
>  making the request is the requestor.
>
>  The owner of the ticket is the person that is working the ticket or
that
>  the ticket is assigned to.  You can very easily modify the requestor
(or
>  populate the field when the ticket is created) field by changing the
email
>  address to who should be the requestor, ie, the person who should
have
>  opened the ticket in the first place.
>
>
>  James Moseley
>
>
>
>
>
>              "John  BORIS"
>              <jboris at adphila.o 
>              rg>                                                     
  To
>              Sent by:                 
<rt-users at lists.bestpractical.com>
>              rt-users-bounces@                                       
  cc
>              lists.bestpractic
>              al.com                                               
Subject
>                                        [rt-users] Requestor or Owner
>
>              04/17/2008 12:54
>              PM
>
>
>
>
>
>
>
>
>
>  This may be a simple question but is the Requestor (person who
submits
>  the ticket) the same as the owner?  I usually enter tickets when
Users
>  contact me or I am starting a project and want to track it in RT.
But
>  now I want the user who contacted me to be the person who would
have
>  emailed the request into RT or even filled out a form for the
request.
>  So do I make that person the owner of the ticket or a watcher?
>
>  John J. Boris, Sr.
>  JEN-A-SyS Administrator
>  Archdiocese of Philadelphia
>  "Remember! That light at the end of the tunnel
>  Just might be the headlight of an oncoming train!"
>  _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
>
>  Community help: http://wiki.bestpractical.com 
>  Commercial support: sales at bestpractical.com 
>
>
>  Discover RT's hidden secrets with RT Essentials from O'Reilly
Media.
>  Buy a copy at http://rtbook.bestpractical.com 
>
>
>  _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
>
>  Community help: http://wiki.bestpractical.com 
>  Commercial support: 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 rmoxley at envisionware.com  Thu Apr 17 14:01:00 2008
From: rmoxley at envisionware.com (Ryan Moxley)
Date: Thu, 17 Apr 2008 14:01:00 -0400
Subject: [rt-users] Requestor or Owner
In-Reply-To: <4807569B.2594.002B.0@adphila.org>
Message-ID: <034b01c8a0b4$feabd290$180215ac@envisionware.com>

 
The owner would typically be the person in charge of rectifying the issue
within the ticket.  The requestor is the originator of the issue.  You can
add or change roles using the "People" link in the ticket display. 

Ryan Moxley
IT Department
EnvisionWare, Inc.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John BORIS
Sent: Thursday, April 17, 2008 1:55 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Requestor or Owner

This may be a simple question but is the Requestor (person who submits the
ticket) the same as the owner?  I usually enter tickets when Users contact
me or I am starting a project and want to track it in RT. But now I want the
user who contacted me to be the person who would have emailed the request
into RT or even filled out a form for the request. 
So do I make that person the owner of the ticket or a watcher?

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel Just might be the headlight
of an oncoming train!"
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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




From juan.mas at gmail.com  Thu Apr 17 14:46:19 2008
From: juan.mas at gmail.com (Juan Mas)
Date: Thu, 17 Apr 2008 14:46:19 -0400
Subject: [rt-users] Attachments not included in tickets?
Message-ID: <7d73da0804171146y8653bf7w31921bb554f3f85e@mail.gmail.com>

When new tickets are being created with an image attachment, the
attachments are not in the ticket.  I see the attachment referenced
under Attachments in the display but I cant actually see them.  Anyone
have any ideas?  I am using 3.6.6 on Gentoo.

-- 
-Juan


From judy at epicenter.ucsd.edu  Thu Apr 17 15:50:09 2008
From: judy at epicenter.ucsd.edu (Judy Illeman Gaukel)
Date: Thu, 17 Apr 2008 12:50:09 -0700
Subject: [rt-users] RT mail problem - chameleon
Message-ID: <4807A9F1.7030007@epicenter.ucsd.edu>

Hi,
  I posted earlier about my solaris RT 3.6.3 perl 5.8.8 problem.   I 
decided to rename /bin/perl and force RT to use /opt/csw/bin/perl, (even 
though this is stated in the RT config files!) - and now have a 
different kind of error.   I have since learned how to
cpan -i Scalar::Util     which was up to date, anyway (and it IS using 
/opt/csw/perl)...   but now the error log shows:

Apr 17 19:42:01 localhost RT: Scrip Prepare 7 died. - Require of 
RT::Action:: failed.\nCan't loca
te RT/Action/.pm in @INC (@INC contains: /opt/csw/rt3/local/lib 
/opt/csw/rt3/lib /opt/csw/lib/per
l5/site_perl/5.8.8/sun4-solaris-thread-multi /opt/csw/lib/perl/5.8.8 
/opt/csw/share/perl/5.8.8 /o
pt/csw/lib/perl/site_perl /opt/csw/share/perl/site_perl 
/opt/csw/lib/perl/csw /opt/csw/share/perl
/csw . /opt/csw/apache/ /opt/csw/apache/lib/perl) at (eval 1349) line 
3.\n\nStack:\n  [(eval 1349
):3]\n  [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]\n  
[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
\n  [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]\n  
[/opt/csw/rt3/lib/RT/Record.pm:1444]\n  [
/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]\n  
[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]\n  [/
opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]\n  
[/opt/csw/rt3/share/html/Ticket/Updat
e.html:137]\n  [/opt/csw/rt3/share/html/autohandler:292]\n\n\nStack:\n  
[/opt/csw/rt3/lib/RT/Scri
pAction_Overlay.pm:175]\n  [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]\n  
[/opt/
Apr 17 19:42:01 localhost RT: Scrip Prepare 6 died. - Undefined 
subroutine &Scalar::Util::weaken
called at /opt/csw/rt3/lib/RT/Action/Generic.pm line 107.\n\nStack:\n  
[/opt/csw/rt3/lib/RT/Actio
n/Generic.pm:107]\n  [/opt/csw/rt3/lib/RT/Action/Generic.pm:79]\n  
[/opt/csw/rt3/lib/RT/ScripActi
on_Overlay.pm:177]\n  [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]\n  
[/opt/csw/rt3/lib/RT/Scrips_O
verlay.pm:237]\n  [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]\n  
[/opt/csw/rt3/lib/RT/Record
.pm:1444]\n  [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]\n  
[/opt/csw/rt3/lib/RT/Ticket_Overlay.
pm:2355]\n  
[/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]\n  
[/opt/csw/rt3/share/htm
l/Ticket/Update.html:137]\n  [/opt/csw/rt3/share/html/autohandler:292] 
(/opt/csw/rt3/lib/RT/Scrip
_Overlay.pm:479)\n
Apr 17 19:42:01 localhost RT: Scrip Prepare 1 died. - Require of 
RT::Action:: failed.\nCan't loca
te RT/Action/.pm in @INC (@INC contains: /opt/csw/rt3/local/lib 
/opt/csw/rt3/lib /opt/csw/lib/per
l5/site_perl/5.8.8/sun4-solaris-thread-multi /opt/csw/lib/perl/5.8.8 
/opt/csw/share/perl/5.8.8 /o
pt/csw/lib/perl/site_perl /opt/csw/share/perl/site_perl 
/opt/csw/lib/perl/csw /opt/csw/share/perl
/csw . /opt/csw/apache/ /opt/csw/apache/lib/perl) at (eval 1360) line 
3.\n\nStack:\n  [(eval 1360
):3]\n  [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]\n  
[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
\n  [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]\n  
[/opt/csw/rt3/lib/RT/Record.pm:1444]\n  [
/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]\n  
[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]\n  [/
opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]\n  
[/opt/csw/rt3/share/html/Ticket/Updat
e.html:137]\n  [/opt/csw/rt3/share/html/autohandler:292]\n\n\nStack:\n  
[/opt/csw/rt3/lib/RT/Scri
pAction_Overlay.pm:175]\n  [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]\n  
[/opt/
Apr 17 19:42:16 localhost RT: Scrip Prepare 7 died. - Require of 
RT::Action::rt-3.6.3-561-1208461
336-1233 failed.\nsyntax error at (eval 1300) line 1, near "require 
RT::Action::rt-"\n\n\nStack:\
n  [/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]\n  
[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
\n  [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]\n  
[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:17
1]\n  [/opt/csw/rt3/lib/RT/Record.pm:1444]\n  
[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]\n  [/o
pt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]\n  
[/opt/csw/rt3/lib/RT/Interface/Web.pm:570]\n  [/opt/
csw/rt3/share/html/Ticket/Display.html:142]\n  
[/opt/csw/rt3/share/html/Ticket/Update.html:216]\n
  [/opt/csw/rt3/share/html/autohandler:292] 
(/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)\n
Apr 17 19:42:16 localhost RT: Scrip Prepare 6 died. - Undefined 
subroutine &Scalar::Util::weaken
called at /opt/csw/rt3/lib/RT/Action/Generic.pm line 107.\n\nStack:\n  
[/opt/csw/rt3/lib/RT/Actio
n/Generic.pm:107]\n  [/opt/csw/rt3/lib/RT/Action/Generic.pm:79]\n  
[/opt/csw/rt3/lib/RT/ScripActi
on_Overlay.pm:177]\n  [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]\n  
[/opt/csw/rt3/lib/RT/Scrips_O
verlay.pm:237]\n  [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]\n  
[/opt/csw/rt3/lib/RT/Record
.pm:1444]\n  [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]\n  
[/opt/csw/rt3/lib/RT/Ticket_Overlay.
pm:2355]\n  [/opt/csw/rt3/lib/RT/Interface/Web.pm:570]\n  
[/opt/csw/rt3/share/html/Ticket/Display
.html:142]\n  [/opt/csw/rt3/share/html/Ticket/Update.html:216]\n  
[/opt/csw/rt3/share/html/autoha
ndler:292] (/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)\n
Apr 17 19:42:16 localhost RT: Scrip Prepare 1 died. - Require of 
RT::Action::rt-3.6.3-561-1208461
336-1233 failed.\nsyntax error at (eval 1311) line 1, near "require 
RT::Action::rt-"\n\n\nStack:\
n  [/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]\n  
[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
\n  [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]\n  
[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:17
1]\n  [/opt/csw/rt3/lib/RT/Record.pm:1444]\n  
[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]\n  [/o
pt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]\n  
[/opt/csw/rt3/lib/RT/Interface/Web.pm:570]\n  [/opt/
csw/rt3/share/html/Ticket/Display.html:142]\n  
[/opt/csw/rt3/share/html/Ticket/Update.html:216]\n
  [/opt/csw/rt3/share/html/autohandler:292] 
(/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)\n

Does anybody have a clue what is going on here?
When I run rt-test-dependencies -v               -- it comes back 
"Everything was found".
Thanks, even for negative criticism,
  Judy





From winn_johnston at yahoo.com  Thu Apr 17 16:49:36 2008
From: winn_johnston at yahoo.com (Winn Johnston)
Date: Thu, 17 Apr 2008 13:49:36 -0700 (PDT)
Subject: [rt-users] Mailgate issue
In-Reply-To: <4807A9F1.7030007@epicenter.ucsd.edu>
Message-ID: <832326.63668.qm@web52905.mail.re2.yahoo.com>

Apr 17 16:46:08 rt postfix/local[16592]: 2B1CE97EC3:
to=<nvdb at name.org>, relay=local, delay=0,
status=deferred (temporary failure. Command output: An
Error Occurred =================  403 Forbidden 

Error msg.

Can someone please help me. Not sure why apache would
be issuing a 403 error


Thanks

-winn


      ____________________________________________________________________________________
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ


From benr at tlcdatasecurity.com.au  Fri Apr 18 04:08:32 2008
From: benr at tlcdatasecurity.com.au (Ben Robson)
Date: Fri, 18 Apr 2008 18:08:32 +1000
Subject: [rt-users] On Custom Field change scrip action
Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462DC8034@kookaburra.TLCIT.biz>

Greetings,
 
I am not sure where to start with this one.... I'd like to have a check
box custom field on tickets so that when the box is ticked an email is
sent to a fixed email address notifying them that the box has been
ticked.
 
Effectively:  OnUpdate -> Check if CustomField checkbox has been
selected(ticked) -> If yes, send defined_template to
fixed_email_address.
 
I have seen a few people doing something similar using the OnResolve
condition, but we need to be able to flag a job before resolution, so
need to use a custom field to set when the fixed_email recipient should
be notified.
 
Does anyone have any good insight as to how to make this happen?
 
Thanks heaps for your assistance with this.
 
Best regards,
BenR
 
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From gleduc at mail.sdsu.edu  Fri Apr 18 12:04:54 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 18 Apr 2008 09:04:54 -0700
Subject: [rt-users] On Custom Field change scrip action
In-Reply-To: <3F63AA5E6554DB4D92D1DBB1D4A80462DC8034@kookaburra.TLCIT.bi
 z>
References: <3F63AA5E6554DB4D92D1DBB1D4A80462DC8034@kookaburra.TLCIT.biz>
Message-ID: <6.2.1.2.2.20080418085040.02596f80@mail.sdsu.edu>

Hi Ben,

I use this as a User Defined Custom Condition to detect a change in a CF 
named "DMCA State":

{ ### True on state change to ITSO_Review
   my $Transaction = $self->TransactionObj;
   return $Transaction->Type      eq   'CustomField'
       && $Transaction->Field     eq   '3'
       && get_custom('DMCA State')         eq   'ITSO_Review'
       ;

   sub get_custom {
   ### Returns custom field value
   ### get_custom($field_name)
     my $target_name = $_[0];
     my $val = $self->TicketObj->FirstCustomFieldValue($target_name);
     return $val
       if defined $val;
     return undef;
   }
}

I wrote this quite a while ago; from what I've learned of RT since then, I 
suspect I could have used the CF's name "DMCA State" instead of it's ID "3" 
like this:
   && $Transaction->Field eq "DMCA State"

Of course, what you are detecting is going to be different, but you should 
be able to use this as a guide.

Disclaimer: I know this code could be reduced to 1 or 2 lines, but my 
coding philosophy is that readability trumps terseness.

Regards,
Gene

At 01:08 AM 4/18/2008, Ben Robson wrote:
>Greetings,
>
>I am not sure where to start with this one.... I'd like to have a check 
>box custom field on tickets so that when the box is ticked an email is 
>sent to a fixed email address notifying them that the box has been ticked.
>
>Effectively:  OnUpdate -> Check if CustomField checkbox has been 
>selected(ticked) -> If yes, send defined_template to fixed_email_address.
>
>I have seen a few people doing something similar using the OnResolve 
>condition, but we need to be able to flag a job before resolution, so need 
>to use a custom field to set when the fixed_email recipient should be notified.
>
>Does anyone have any good insight as to how to make this happen?
>
>Thanks heaps for your assistance with this.
>
>Best regards,
>BenR

-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From ldbout at gmail.com  Fri Apr 18 14:09:51 2008
From: ldbout at gmail.com (LDB)
Date: Fri, 18 Apr 2008 14:09:51 -0400
Subject: [rt-users] Mailer Issues
Message-ID: <01467D2B-4C8A-4DBC-9791-EC2540A066F7@gmail.com>

I need with the below issues .. RT can post, but it will not send mail.

Do I need a certain version of the PERL module?

I am using the latest stable version of RT.




[Fri Apr 18 17:49:37 2008] [debug]: Guessed encoding: utf8 (/opt/rt3/ 
lib/RT/I18N.pm:417)
[Fri Apr 18 17:49:37 2008] [debug]: Guessed encoding: utf8 (/opt/rt3/ 
lib/RT/I18N.pm:417)
[Fri Apr 18 17:49:37 2008] [debug]: Requestors got 19992 (/opt/rt3/lib/ 
RT/Interface/Web.pm:390)
[Fri Apr 18 17:49:37 2008] [debug]: Cc got 114 (/opt/rt3/lib/RT/ 
Interface/Web.pm:390)
[Fri Apr 18 17:49:37 2008] [debug]: AdminCc got  (/opt/rt3/lib/RT/ 
Interface/Web.pm:390)
[Fri Apr 18 17:49:37 2008] [debug]: About to think about scrips for  
transaction #52484 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Fri Apr 18 17:49:37 2008] [debug]: About to think about scrips for  
transaction #52485 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Fri Apr 18 17:49:37 2008] [debug]: About to think about scrips for  
transaction #52486 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Fri Apr 18 17:49:37 2008] [debug]: About to think about scrips for  
transaction #52487 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Fri Apr 18 17:49:37 2008] [debug]: About to think about scrips for  
transaction #52488 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Fri Apr 18 17:49:37 2008] [debug]: About to prepare scrips for  
transaction #52488 (/opt/rt3/lib/RT/Transaction_Overlay.pm:171)
[Fri Apr 18 17:49:37 2008] [debug]: Found 5 scrips (/opt/rt3/lib/RT/ 
Scrips_Overlay.pm:365)
[Fri Apr 18 17:49:38 2008] [debug]: About to commit scrips for  
transaction #52488 (/opt/rt3/lib/RT/Transaction_Overlay.pm:180)
[Fri Apr 18 17:49:38 2008] [info]: <rt-3.6.6-14459-1208540978-1452.7753-2-0 at dnc.org 
 > #7753/52488 - Scrip 2  (/opt/rt3/lib/RT/Action/SendEmail.pm:266)
[Fri Apr 18 17:49:38 2008] [warning]: Warning: Use of "require"  
without parentheses is ambiguous at (eval 486) line 1. ((eval 486):1)
[Fri Apr 18 17:49:38 2008] [warning]: Bareword found where operator  
expected at (eval 486) line 1, near "/usr/bin" ((eval 486):1)
[Fri Apr 18 17:49:38 2008] [warning]: 	(Missing operator before bin?)  
((eval 486):1)
[Fri Apr 18 17:49:38 2008] [error]: Scrip Commit 2 died. - Compilation  
error at /usr/local/lib/perl5/site_perl/5.8.3/Mail/Mailer.pm line 117.

Stack:
   [/usr/local/lib/perl5/site_perl/5.8.3/Mail/Mailer.pm:117]
   [/usr/local/lib/perl5/site_perl/5.8.3/Mail/Internet.pm:449]
   [/opt/rt3/lib/RT/Action/SendEmail.pm:370]
   [/opt/rt3/lib/RT/Action/SendEmail.pm:288]
   [/opt/rt3/lib/RT/Action/SendEmail.pm:107]
   [/opt/rt3/lib/RT/ScripAction_Overlay.pm:242]
   [/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
   [/opt/rt3/lib/RT/Scrips_Overlay.pm:195]
   [/opt/rt3/lib/RT/Transaction_Overlay.pm:181]
   [/opt/rt3/lib/RT/Record.pm:1466]
   [/opt/rt3/lib/RT/Ticket_Overlay.pm:746]
   [/opt/rt3/lib/RT/Interface/Web.pm:467]
   [/opt/rt3/share/html/Ticket/Display.html:107]
   [/opt/rt3/share/html/Ticket/Create.html:375]
   [/opt/rt3/share/html/autohandler:291] (/opt/rt3/lib/RT/ 
Scrip_Overlay.pm:515)
[Fri Apr 18 17:49:38 2008] [info]: <rt-3.6.6-14459-1208540978-140.7753-3-0 at exib.org 
 > #7753/52488 - Scrip 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:266)
[Fri Apr 18 17:49:38 2008] [warning]: Warning: Use of "require"  
without parentheses is ambiguous at (eval 502) line 1. ((eval 502):1)
[Fri Apr 18 17:49:38 2008] [warning]: Bareword found where operator  
expected at (eval 502) line 1, near "/usr/bin" ((eval 502):1)
[Fri Apr 18 17:49:38 2008] [warning]: 	(Missing operator before bin?)  
((eval 502):1)
[Fri Apr 18 17:49:38 2008] [error]: Scrip Commit 3 died. - Compilation  
error at /usr/local/lib/perl5/site_perl/5.8.3/Mail/Mailer.pm line 117.

Stack:
   [/usr/local/lib/perl5/site_perl/5.8.3/Mail/Mailer.pm:117]
   [/usr/local/lib/perl5/site_perl/5.8.3/Mail/Internet.pm:449]
   [/opt/rt3/lib/RT/Action/SendEmail.pm:370]
   [/opt/rt3/lib/RT/Action/SendEmail.pm:288]
   [/opt/rt3/lib/RT/Action/SendEmail.pm:107]
   [/opt/rt3/lib/RT/ScripAction_Overlay.pm:242]
   [/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
   [/opt/rt3/lib/RT/Scrips_Overlay.pm:195]
   [/opt/rt3/lib/RT/Transaction_Overlay.pm:181]
   [/opt/rt3/lib/RT/Record.pm:1466]
   [/opt/rt3/lib/RT/Ticket_Overlay.pm:746]
   [/opt/rt3/lib/RT/Interface/Web.pm:467]
   [/opt/rt3/share/html/Ticket/Display.html:107]
   [/opt/rt3/share/html/Ticket/Create.html:375]
   [/opt/rt3/share/html/autohandler:291] (/opt/rt3/lib/RT/ 
Scrip_Overlay.pm:515)
[Fri Apr 18 17:49:38 2008] [info]: <rt-3.6.6-14459-1208540978-279.7753-14-0 at exib.org 
 > #7753/52488 - Scrip 14 TellOwner (/opt/rt3/lib/RT/Action/ 
SendEmail.pm:266)

==> /var/log/apache2/rt_access_log <==
192.168.176.73 - - [18/Apr/2008:13:49:37 -0400] "POST /Ticket/ 
Create.html HTTP/1.1" 302 311

==> /opt/rt3/var/log/rt.log <==
[Fri Apr 18 17:49:38 2008] [warning]: Warning: Use of "require"  
without parentheses is ambiguous at (eval 518) line 1. ((eval 518):1)
[Fri Apr 18 17:49:38 2008] [warning]: Bareword found where operator  
expected at (eval 518) line 1, near "/usr/bin" ((eval 518):1)
[Fri Apr 18 17:49:38 2008] [warning]: 	(Missing operator before bin?)  
((eval 518):1)
[Fri Apr 18 17:49:38 2008] [error]: Scrip Commit 14 died. -  
Compilation error at /usr/local/lib/perl5/site_perl/5.8.3/Mail/ 
Mailer.pm line 117.

Stack:
   [/usr/local/lib/perl5/site_perl/5.8.3/Mail/Mailer.pm:117]
   [/usr/local/lib/perl5/site_perl/5.8.3/Mail/Internet.pm:449]
   [/opt/rt3/lib/RT/Action/SendEmail.pm:370]
   [/opt/rt3/lib/RT/Action/SendEmail.pm:288]
   [/opt/rt3/lib/RT/Action/SendEmail.pm:107]
   [/opt/rt3/lib/RT/ScripAction_Overlay.pm:242]
   [/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
   [/opt/rt3/lib/RT/Scrips_Overlay.pm:195]
   [/opt/rt3/lib/RT/Transaction_Overlay.pm:181]
   [/opt/rt3/lib/RT/Record.pm:1466]
   [/opt/rt3/lib/RT/Ticket_Overlay.pm:746]
   [/opt/rt3/lib/RT/Interface/Web.pm:467]
   [/opt/rt3/share/html/Ticket/Display.html:107]
   [/opt/rt3/share/html/Ticket/Create.html:375]
   [/opt/rt3/share/html/autohandler:291] (/opt/rt3/lib/RT/ 
Scrip_Overlay.pm:515)
[Fri Apr 18 17:49:38 2008] [info]: Ticket 7753 created in queue  
'sysadmin' by ldb (/opt/rt3/lib/RT/Ticket_Overlay.pm:756)




From jboris at adphila.org  Fri Apr 18 14:10:24 2008
From: jboris at adphila.org (John  BORIS)
Date: Fri, 18 Apr 2008 14:10:24 -0400
Subject: [rt-users] Auto Reply email loop
Message-ID: <4808ABD1.2594.002B.0@adphila.org>

It seems I have an autoreply loop that I can't seem to stop. While
testing my setup I sent a request from one of my machines to my RT
instance. When it tried to send the reply to that machine (the
requester's email address was foo at machine.com) it got a connection
refused since that machine was never setup to receive email and the DNS
for that system probably doesn't have an MX record. (I am assuming that
since I didn't specify the MX request when I asked our Admins to create
it. So now my RT instance is sending an email request every hour and
when it gets refused it will try three times and after three refusals
goes to sleep for another hour.  The mail is originating from the apache
user.  So is there a place that RT holds these tasks and keeps trying
until it succeeds? 


TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"


From smccreadie at CanyonPartners.com  Fri Apr 18 14:16:53 2008
From: smccreadie at CanyonPartners.com (Sean McCreadie)
Date: Fri, 18 Apr 2008 11:16:53 -0700
Subject: [rt-users] error upgrading from 3.4.5 to 3.6.4
	(viaetc/upgrade/3.5.1 script)
In-Reply-To: <98EF3B16688AEE49A98773C21BD229021E8819@ssimsmx00.ssi.local>
References: <98EF3B16688AEE49A98773C21BD229021E8819@ssimsmx00.ssi.local>
Message-ID: <6A8A671AFE630144BC8AE1D84E6700B86C9EC8@SR-ES-EMAIL01.canyonpartners.local>

I had the same issue several months ago and was never able to get my 3.4
database to upgrade to 3.6.  It seemed like the script that was provided
was wrong in some way and I could never get it upgraded to the 3.5
schema.  Does anyone have any ideas on this?  I would love to get my old
ticket in use again!  Thanks in advance.

 

Sean

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Trenton
Taylor
Sent: Thursday, April 17, 2008 8:30 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] error upgrading from 3.4.5 to 3.6.4
(viaetc/upgrade/3.5.1 script)

 

I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via:

 

# command:

/opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir
etc/upgrade/3.5.1 --dba root --prompt-for-dba-password

 

But I am getting this error:

 

#:

Creating database schema.

Problem with statement:

 

 

CREATE TABLE Attachments (

  id INTEGER NOT NULL  AUTO_INCREMENT,

  TransactionId integer NOT NULL  ,

  Parent integer NOT NULL DEFAULT 0  ,

  MessageId varchar(160) NULL  ,

  Subject varchar(255) NULL  ,

  Filename varchar(255) NULL  ,

  ContentType varchar(80) NULL  ,

  ContentEncoding varchar(80) NULL  ,

  Content LONGTEXT NULL  ,

  Headers LONGTEXT NULL  ,

  Creator integer NOT NULL DEFAULT 0  ,

  Created DATETIME NULL  ,

  PRIMARY KEY (id)

) TYPE=InnoDB

Table 'Attachments' already exists at /opt/rt3.6/sbin/rt-setup-database
line 220, <SCHEMA> line 464.

 

 

Thanks in advance -

Trent 

 


Important: The information contained in this e-mail message is
confidential and is intended only for the named addressee(s). If the
reader of this e-mail message is not an intended recipient (or the
individual responsible for the delivery of this e-mail message to an
intended recipient), please be advised that any re-use, dissemination,
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From ldbout at gmail.com  Fri Apr 18 15:17:32 2008
From: ldbout at gmail.com (LDB)
Date: Fri, 18 Apr 2008 15:17:32 -0400
Subject: [rt-users] More Mail Errors from RT
Message-ID: <E10E9A96-0A3B-4D01-A465-B77DE22CCEAF@gmail.com>

Any help would be nice ...

==> /var/log/mail <==
Apr 18 15:14:42 rt postfix/pickup[23379]: 3A9DD97C89: uid=51 from=<Gass at tndp.org 
 > orig_id=38CF997EE5
Apr 18 15:14:42 rt postfix/cleanup[3476]: 3A9DD97C89: message-id=<68FE79F650262041BA18237F8746AD8636337C at jackson.tndp.local 
 >
Apr 18 15:14:42 rt postfix/qmgr[22295]: 3A9DD97C89:  
from=<Gass at tndp.org>, size=2265, nrcpt=1 (queue active)
Apr 18 15:14:42 rt postfix/local[3478]: 3A9DD97C89:  
to=<nvdb at rt.dnc.org>, relay=local, delay=-2952, status=deferred  
(temporary failure. Command output: RT server error.  The RT server  
which handled your email did not behave as expected. It said:   
Compilation error at /usr/local/lib/perl5/site_perl/5.8.3/Mail/ 
Mailer.pm line 117.  Stack:   [/usr/local/lib/perl5/site_perl/5.8.3/ 
Mail/Mailer.pm:117]   [/usr/local/lib/perl5/site_perl/5.8.3/Mail/ 
Internet.pm:449]   [/opt/rt3/lib/RT/Interface/Email.pm:280]   [/opt/ 
rt3/lib/RT/Interface/Email.pm:741]   [/opt/rt3/share/html/REST/1.0/ 
NoAuth/mail-gateway:61]  )

==> /opt/rt3/var/log/rt.log <==
[Fri Apr 18 19:14:42 2008] [debug]: Converting 'us-ascii' to 'utf-8'  
for text/plain - RE: TN 0801 Full Update (/opt/rt3/lib/RT/I18N.pm:240)
[Fri Apr 18 19:14:42 2008] [error]: Disabled User #14964 failed access  
check for CreateTicket (/opt/rt3/lib/RT/Principal_Overlay.pm:310)
[Fri Apr 18 19:14:42 2008] [crit]: No permission to create tickets in  
the queue 'NVDB' (/opt/rt3/lib/RT/Interface/Email.pm:243)
[Fri Apr 18 19:14:42 2008] [warning]: Warning: Use of "require"  
without parentheses is ambiguous at (eval 814) line 1. ((eval 814):1)
[Fri Apr 18 19:14:42 2008] [warning]: Bareword found where operator  
expected at (eval 814) line 1, near "/usr/bin" ((eval 814):1)
[Fri Apr 18 19:14:42 2008] [warning]: 	(Missing operator before bin?)  
((eval 814):1)




From akos.torok at docca.hu  Fri Apr 18 15:26:06 2008
From: akos.torok at docca.hu (akos.torok at docca.hu)
Date: Fri, 18 Apr 2008 21:26:06 +0200
Subject: [rt-users] How to use ActivityReports
Message-ID: <4808F5CE.3090103@docca.hu>

Hi All,

I'm just trying to use your Activity Reports extension, but I'm totally 
lost. What should I put into the Query textarea? Could anyone give me 
just one simple example please? We use 3.4.4pre3

Many thanks!

?kos




From ldbout at gmail.com  Fri Apr 18 16:38:56 2008
From: ldbout at gmail.com (LDB)
Date: Fri, 18 Apr 2008 16:38:56 -0400
Subject: [rt-users] permission problems
Message-ID: <34FA272E-9656-41DE-9203-102564421C46@gmail.com>

This is quite frustrating .. I have a permissions problem which most  
likely cacades into sending mail problems ..

Any ideas?


==> /opt/rt3/var/log/rt.log <==
[Fri Apr 18 19:47:13 2008] [crit]: No permission to create tickets in  
the queue 'NVDB' (/opt/rt3/lib/RT/Interface/Email.pm:243)
[Fri Apr 18 19:47:13 2008] [warning]: Warning: Use of "require"  
without parentheses is ambiguous at (eval 801) line 1. ((eval 801):1)
[Fri Apr 18 19:47:13 2008] [warning]: Bareword found where operator  
expected at (eval 801) line 1, near "/usr/bin" ((eval 801):1)
[Fri Apr 18 19:47:13 2008] [warning]: 	(Missing operator before bin?)  
((eval 801):1)
[Fri Apr 18 20:03:54 2008] [debug]: Converting 'us-ascii' to 'utf-8'  
for text/plain - RE: TN 0801 Full Update (/opt/rt3/lib/RT/I18N.pm:240)
[Fri Apr 18 20:03:54 2008] [error]: Disabled User #14964 failed access  
check for CreateTicket (/opt/rt3/lib/RT/Principal_Overlay.pm:310)
[Fri Apr 18 20:03:54 2008] [crit]: No permission to create tickets in  
the queue 'NVDB' (/opt/rt3/lib/RT/Interface/Email.pm:243)
[Fri Apr 18 20:03:54 2008] [warning]: Warning: Use of "require"  
without parentheses is ambiguous at (eval 474) line 1. ((eval 474):1)
[Fri Apr 18 20:03:54 2008] [warning]: Bareword found where operator  
expected at (eval 474) line 1, near "/usr/bin" ((eval 474):1)
[Fri Apr 18 20:03:54 2008] [warning]: 	(Missing operator before bin?)  
((eval 474):1)
[Fri Apr 18 20:12:03 2008] [warning]: Encode::Guess failed: decoder is  
undefined; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:436)
[Fri Apr 18 20:12:03 2008] [debug]: Guessed encoding: ascii (/opt/rt3/ 
lib/RT/I18N.pm:417)
[Fri Apr 18 20:12:03 2008] [warning]: Encode::Guess failed: decoder is  
undefined; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:436)
[Fri Apr 18 20:12:03 2008] [debug]: Guessed encoding: ascii (/opt/rt3/ 
lib/RT/I18N.pm:417)
[Fri Apr 18 20:12:03 2008] [debug]: About to think about scrips for  
transaction #52505 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Fri Apr 18 20:12:03 2008] [debug]: About to prepare scrips for  
transaction #52505 (/opt/rt3/lib/RT/Transaction_Overlay.pm:171)
[Fri Apr 18 20:12:03 2008] [debug]: Found 7 scrips (/opt/rt3/lib/RT/ 
Scrips_Overlay.pm:365)



From roger at computer-surgery.co.uk  Fri Apr 18 17:38:52 2008
From: roger at computer-surgery.co.uk (roger)
Date: Fri, 18 Apr 2008 22:38:52 +0100
Subject: [rt-users] permission problems
In-Reply-To: <34FA272E-9656-41DE-9203-102564421C46@gmail.com>
References: <34FA272E-9656-41DE-9203-102564421C46@gmail.com>
Message-ID: <1208554732.3809.2.camel@localhost>

On Fri, 2008-04-18 at 16:38 -0400, LDB wrote:
> This is quite frustrating .. I have a permissions problem which most  
> likely cacades into sending mail problems ..
> 
> Any ideas?
> 
> 
> ==> /opt/rt3/var/log/rt.log <==
> [Fri Apr 18 19:47:13 2008] [crit]: No permission to create tickets in  
> the queue 'NVDB' (/opt/rt3/lib/RT/Interface/Email.pm:243)
> [Fri Apr 18 19:47:13 2008] [warning]: Warning: Use of "require"  
> without parentheses is ambiguous at (eval 801) line 1. ((eval 801):1)
> [Fri Apr 18 19:47:13 2008] [warning]: Bareword found where operator  
> expected at (eval 801) line 1, near "/usr/bin" ((eval 801):1)
> [Fri Apr 18 19:47:13 2008] [warning]: 	(Missing operator )

I wouldn't want to swear to it, but I suspect these last two errors
point to a problem in your scrips.

TTFN
-- 
roger <roger at computer-surgery.co.uk>


From ldbout at gmail.com  Fri Apr 18 18:23:08 2008
From: ldbout at gmail.com (LDB)
Date: Fri, 18 Apr 2008 18:23:08 -0400
Subject: [rt-users] permission problems
In-Reply-To: <1208554732.3809.2.camel@localhost>
References: <34FA272E-9656-41DE-9203-102564421C46@gmail.com>
	<1208554732.3809.2.camel@localhost>
Message-ID: <F8034D37-8165-4B1C-8E53-F04B3F2B4034@gmail.com>


On Apr 18, 2008, at 5:38 PM, roger wrote:
> On Fri, 2008-04-18 at 16:38 -0400, LDB wrote:
>> This is quite frustrating .. I have a permissions problem which most
>> likely cacades into sending mail problems ..
>>
>> Any ideas?
>>
>>
>> ==> /opt/rt3/var/log/rt.log <==
>> [Fri Apr 18 19:47:13 2008] [crit]: No permission to create tickets in
>> the queue 'NVDB' (/opt/rt3/lib/RT/Interface/Email.pm:243)
>> [Fri Apr 18 19:47:13 2008] [warning]: Warning: Use of "require"
>> without parentheses is ambiguous at (eval 801) line 1. ((eval 801):1)
>> [Fri Apr 18 19:47:13 2008] [warning]: Bareword found where operator
>> expected at (eval 801) line 1, near "/usr/bin" ((eval 801):1)
>> [Fri Apr 18 19:47:13 2008] [warning]: 	(Missing operator )
>
> I wouldn't want to swear to it, but I suspect these last two errors
> point to a problem in your scrips.
>
> TTFN
> -- 
> roger <roger at computer-surgery.co.uk>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



I am willing to take criticism ... :)



Set($rtname , "rt.dc.org");
Set($Organization , "dc.org");

Set($Timezone , 'US/Eastern');

Set($DatabaseType , 'mysql');
Set($DatabaseUser , 'user');
Set($DatabasePassword , 'pass');
Set($DatabaseName , 'rt3');
Set($DatabaseHost , 'localhost');

Set($OwnerEmail , 'nc at dc.org');
Set($LoopsToRTOwner , 1);
Set($StoreLoops , undef);
Set($MaxAttachmentSize , 10000000);
Set($TruncateLongAttachments , undef);
Set($DropLongAttachments , undef);
Set($ParseNewMessageForTicketCcs , 1);
Set($RTAddressRegexp , '^rt\@rt.dc.org$');
Set($SenderMustExistInExternalDatabase , 1);

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

#Sendmail Configuration

Set($MailCommand , 'sendmailpipe');
Set($SendmailArguments , "");
#Set($SendmailArguments , "-oi -t");
#Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");
#Set($SendmailPath , "/usr/sbin/sendmail");
Set($SendmailPath , "/opt/rt3/bin/mailx-wrapper");
Set($UseFriendlyFromLine , 1);
Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>");
Set($UseFriendlyToLine , 1);
Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;");
Set($NotifyActor, 0);

# Logging
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log

# Web interface configuration
Set($WebPath , "");
Set($WebPath , "");
Set($WebBaseURL , "https://rt.dnc.org");

Set($WebURL , $WebBaseURL . $WebPath . "/");
Set($WebImagesURL , $WebURL . "NoAuth/images/");
Set($LogoURL , $WebImagesURL . "rt.jpg");
Set($MessageBoxWidth , 72);
Set($MessageBoxWrap, "HARD");
Set($TrustHTMLAttachments , undef);
Set($MaxInlineBody, 13456);
Set($MyTicketsLength, 10);
1;



From ldbout at gmail.com  Fri Apr 18 18:30:33 2008
From: ldbout at gmail.com (LDB)
Date: Fri, 18 Apr 2008 18:30:33 -0400
Subject: [rt-users] permission problems
In-Reply-To: <1208554732.3809.2.camel@localhost>
References: <34FA272E-9656-41DE-9203-102564421C46@gmail.com>
	<1208554732.3809.2.camel@localhost>
Message-ID: <C347C4B6-B35D-4DB0-9030-972B7AA6FC27@gmail.com>


On Apr 18, 2008, at 5:38 PM, roger wrote:
> On Fri, 2008-04-18 at 16:38 -0400, LDB wrote:
>> This is quite frustrating .. I have a permissions problem which most
>> likely cacades into sending mail problems ..
>>
>> Any ideas?
>>
>>
>> ==> /opt/rt3/var/log/rt.log <==
>> [Fri Apr 18 19:47:13 2008] [crit]: No permission to create tickets in
>> the queue 'NVDB' (/opt/rt3/lib/RT/Interface/Email.pm:243)
>> [Fri Apr 18 19:47:13 2008] [warning]: Warning: Use of "require"
>> without parentheses is ambiguous at (eval 801) line 1. ((eval 801):1)
>> [Fri Apr 18 19:47:13 2008] [warning]: Bareword found where operator
>> expected at (eval 801) line 1, near "/usr/bin" ((eval 801):1)
>> [Fri Apr 18 19:47:13 2008] [warning]: 	(Missing operator )
>
> I wouldn't want to swear to it, but I suspect these last two errors
> point to a problem in your scrips.
>
> TTFN
> --  
> roger <roger at computer-surgery.co.uk>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


Also, my rt.conf file is not sitting with me well either ....

Notice Apache2 module I CANNOT get to load properly ... :(





<VirtualHost *:443>
    ServerName rt.dc.org
    DocumentRoot /opt/rt3/share/html
    ServerAdmin nc at dc.org
    LogLevel warn
    ErrorLog /var/log/apache2/rt_error_log
    TransferLog /var/log/apache2/rt_access_log
    PerlSetVar MasonArgsMethod CGI
SSLEngine on
SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:-LOW:-SSLv2:- 
EXP:-eNULL
SSLCertificateFile /etc/apache2/ssl.crt/rt.crt
SSLCertificateKeyFile /etc/apache2/ssl.key/rt.key

    # 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


    Alias /rt "/opt/rt3/share/html"
    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

    <Directory /opt/rt3/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>
</VirtualHost>





From ldbout at gmail.com  Fri Apr 18 15:17:32 2008
From: ldbout at gmail.com (LDB)
Date: Fri, 18 Apr 2008 15:17:32 -0400
Subject: [rt-users] More Mail Errors from RT
Message-ID: <E10E9A96-0A3B-4D01-A465-B77DE22CCEAF@gmail.com>

Any help would be nice ...

==> /var/log/mail <==
Apr 18 15:14:42 rt postfix/pickup[23379]: 3A9DD97C89: uid=51 from=<Gass at tndp.org 
 > orig_id=38CF997EE5
Apr 18 15:14:42 rt postfix/cleanup[3476]: 3A9DD97C89: message-id=<68FE79F650262041BA18237F8746AD8636337C at jackson.tndp.local 
 >
Apr 18 15:14:42 rt postfix/qmgr[22295]: 3A9DD97C89:  
from=<Gass at tndp.org>, size=2265, nrcpt=1 (queue active)
Apr 18 15:14:42 rt postfix/local[3478]: 3A9DD97C89:  
to=<nvdb at rt.dnc.org>, relay=local, delay=-2952, status=deferred  
(temporary failure. Command output: RT server error.  The RT server  
which handled your email did not behave as expected. It said:   
Compilation error at /usr/local/lib/perl5/site_perl/5.8.3/Mail/ 
Mailer.pm line 117.  Stack:   [/usr/local/lib/perl5/site_perl/5.8.3/ 
Mail/Mailer.pm:117]   [/usr/local/lib/perl5/site_perl/5.8.3/Mail/ 
Internet.pm:449]   [/opt/rt3/lib/RT/Interface/Email.pm:280]   [/opt/ 
rt3/lib/RT/Interface/Email.pm:741]   [/opt/rt3/share/html/REST/1.0/ 
NoAuth/mail-gateway:61]  )

==> /opt/rt3/var/log/rt.log <==
[Fri Apr 18 19:14:42 2008] [debug]: Converting 'us-ascii' to 'utf-8'  
for text/plain - RE: TN 0801 Full Update (/opt/rt3/lib/RT/I18N.pm:240)
[Fri Apr 18 19:14:42 2008] [error]: Disabled User #14964 failed access  
check for CreateTicket (/opt/rt3/lib/RT/Principal_Overlay.pm:310)
[Fri Apr 18 19:14:42 2008] [crit]: No permission to create tickets in  
the queue 'NVDB' (/opt/rt3/lib/RT/Interface/Email.pm:243)
[Fri Apr 18 19:14:42 2008] [warning]: Warning: Use of "require"  
without parentheses is ambiguous at (eval 814) line 1. ((eval 814):1)
[Fri Apr 18 19:14:42 2008] [warning]: Bareword found where operator  
expected at (eval 814) line 1, near "/usr/bin" ((eval 814):1)
[Fri Apr 18 19:14:42 2008] [warning]: 	(Missing operator before bin?)  
((eval 814):1)




From thierry.thelliez.tech at gmail.com  Fri Apr 18 20:39:49 2008
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Fri, 18 Apr 2008 18:39:49 -0600
Subject: [rt-users] RT not generating email for CCs/AdminCCs
In-Reply-To: <47584B66.3080205@lbl.gov>
References: <EE1E3E37-47F3-4BAA-A4A0-688C6AB5D47A@cira.ca>
	<475838C8.4030706@lbl.gov>
	<37E1FC16-20A0-4CEA-AD80-0D53572C8B2C@cira.ca>
	<47583DAB.7050801@lbl.gov>
	<0E37C1EE-BCC8-4C94-AB7F-9707F17FD4CE@cira.ca>
	<47584B66.3080205@lbl.gov>
Message-ID: <42f5c4430804181739y113f74e0l5a358a139ab62a64@mail.gmail.com>

I think I have a similar issue trying to understand how the CC field
works on the Resolve Ticket page.

The Watchers CC and Watchers AdminCC work fine (after changing the
default scrip #10). When a ticket is resolved they receive an email.
Good.

But my users also want to add email addresses 'on the fly' to a ticket
resolution. Isn't it what this CC field is about? I am not talking
about the Watcher CC.

Watching the email server log shows that RT does not send anything to
the CC field.

(This is on RT 3.6.5 updated from 3.6.4).

Thanks,
Thierry


From lists at kimp.org  Fri Apr 18 22:28:56 2008
From: lists at kimp.org (Kim Pedersen)
Date: Fri, 18 Apr 2008 22:28:56 -0400
Subject: [rt-users] RT as a intranet portal? Or other suggestions?
In-Reply-To: <200804161409.m3GE90rp028852@remora.cc.uic.edu>
References: <200804161409.m3GE90rp028852@remora.cc.uic.edu>
Message-ID: <480958E8.8000008@kimp.org>


> I've been happy with TWiki for our internal needs.  A wiki-notion
> of edit-in-place is more suitable for our documentation than RT's
> notion of serial appends to a thread (ticket).
>
> I've also been interested in Trac, but that uses its own
> built-in wiki and ticketing system.  I like the integration Trac
> provides, but I don't want a second ticketing system or a second wiki.
>
> FWIW, it probably would not be too hard to make a twiki plugin
> that interacted with RT via the REST interface.  And probably
> the reverse, if you wanted some RT interface to twiki (e.g. to
> use wiki pages instead of RTFM articles).
>   
We use Twiki and RT as well, but with no integration.

Googling on the subject sometime last year, I did run across references 
to companies who have done some integration of RT into Twiki, using 
Mason - but I've been unable to find any concrete information, and it 
isn't a high enough priority / we don't have the resources at my work 
place for it.



Regards,
Kim



From cvelez at ckcomputingpr.com  Sat Apr 19 18:30:42 2008
From: cvelez at ckcomputingpr.com (Carlos J. Velez-Rivera)
Date: Sat, 19 Apr 2008 18:30:42 -0400
Subject: [rt-users] Issues configuring RT::Authen::ExternalAuth
Message-ID: <200804191830.42136.cvelez@ckcomputingpr.com>

I have followed a recent thread in the list to setup LDAP authentication using 
RT::Authen::ExternalAuth and it is kind of working, but the user doesn;t 
actually get to use the system.  The system just leaves the user at the login 
page and nothing happens.  Is it that I'm using a bad disabled account filter 
or something?  

As an additional observation, I logged in as root after trying this out and 
even though the logs say the account was created I could not find the user.

Here is the log I get when I try to login carlos.velez99:

[Sat Apr 19 22:19:45 2008] [warning]: Transaction->Create couldn't, as you 
didn't specify an object type and id 
(/usr/share/request-tracker3.6/lib/RT/Record.pm:1466)
[Sat Apr 19 22:19:45 2008] [debug]: RT::User::IsExternalPassword Trying 
External authentication 
(/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:52)
[Sat Apr 19 22:19:45 2008] [debug]: Attempting to use external auth service: 
My_LDAP (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:63)
[Sat Apr 19 22:19:45 2008] [debug]: LDAP Search ===  Base: 
ou=people,dc=upr,dc=edu == Filter: (&(uid=carlos.velez99)(objectclass=*)) == 
Attrs: dn (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:185)
[Sat Apr 19 22:19:45 2008] [debug]: Found LDAP DN: 
uid=carlos.velez99,ou=people,dc=upr,dc=edu 
(/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:217)
[Sat Apr 19 22:19:45 2008] [info]: RT::User::IsExternalPassword External Auth 
OK ( My_LDAP ): carlos.velez99 
(/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:281)
[Sat Apr 19 22:19:45 2008] [debug]: RT::User::IsPassword External auth 
SUCCEEDED (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:360)
[Sat Apr 19 22:19:45 2008] [debug]: RT::User::CanonicalizeUserInfo called by 
RT::User /usr/share/request-tracker3.6/lib/RT/User_Overlay.pm 190 with: 
Disabled: 0, EmailAddress: , Gecos: carlos.velez99, Name: carlos.velez99, 
Privileged: 0 (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:400)
[Sat Apr 19 22:19:45 2008] [debug]: Attempting to get user info using this 
external service: My_LDAP 
(/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:408)
[Sat Apr 19 22:19:45 2008] [debug]: Attempting to use this canonicalization 
key: Name (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:417)
[Sat Apr 19 22:19:45 2008] [debug]: LDAP Search ===  Base: 
ou=people,dc=upr,dc=edu == Filter: (&(objectclass=*)(uid=carlos.velez99)) == 
Attrs: ,displayName,,eduPersonPrincipalName,uid,,,,,uid,eduPersonOrgDN,uid 
(/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:538)
[Sat Apr 19 22:19:45 2008] [info]: RT::User::LookupExternalUserInfo : 
Returning:  Address1: , City: , Country: , EmailAddress: 
carlos.velez99 at upr.edu, ExternalAuthId: carlos.velez99, Gecos: 
carlos.velez99, Name: carlos.velez99, Organization: 
cn=Mayaguez,ou=people,dc=upr,dc=edu, RealName: Carlos J. Velez-Rivera, 
State: , WorkPhone: , Zip:  
(/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:703)
[Sat Apr 19 22:19:45 2008] [info]: RT::User::CanonicalizeUserInfo returning 
Address1: , City: , Country: , Disabled: 0, EmailAddress: 
carlos.velez99 at upr.edu, ExternalAuthId: carlos.velez99, Gecos: 
carlos.velez99, Name: carlos.velez99, Organization: 
cn=Mayaguez,ou=people,dc=upr,dc=edu, Privileged: 0, RealName: Carlos J. 
Velez-Rivera, State: , WorkPhone: , Zip:  
(/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:444)
[Sat Apr 19 22:19:46 2008] [info]: Autocreated authenticated user 
carlos.velez99 (  ) 
(/usr/share/request-tracker3.6/html/Callbacks/ExternalAuth/autohandler/Auth:50)

-- 
Carlos J. Velez-Rivera

Manager
CK Computing Corporation
cvelez at ckcomputingpr.com
Voice: (787)464-1182
Fax: 866-910-4798


From steve at eons.com  Sat Apr 19 22:55:41 2008
From: steve at eons.com (Steve Seremeth)
Date: Sat, 19 Apr 2008 22:55:41 -0400
Subject: [rt-users] Best way to track tickets related to an rtfm article?
Message-ID: <480AB0AD.80208@eons.com>

Hello -

Firstly, RT rocks.  "Nice work!" to the fine folks at Best Practical.  I 
have a workflow question related to RTFM articles and resolving RT 
tickets.  I have googled and poked through the mailing list archives and 
haven't seen what I am looking for.

Can someone tell me what is the best practice to tie tickets to RTFM 
articles (mostly for later reporting)?  I realize the "refers to" field 
offers this functionality (like doing "a:###"), but in terms of a good 
work flow, you'd have to keep a printed list of RTFM article IDs to make 
using that convenient unless I am missing something (which I fully 
acknowledge I could be).

Is there an easier/better way to tie RT tickets to RTFM articles?  I 
suppose I could always alter the resolve ticket screen to include the 
"refers to" field -- maybe this is the way to go?  And maybe have this 
field populated when an RTFM article is chosen as the response.

Again, the goal here would be that you could easily see how may tickets 
are related to a given problem (which was defined in an RTFM article in 
some fashion) by querying or looking in RTFM at a given article.

Running:
RT 3.6.6
RTFM 2.2.1

on CentOS 5.1
Apache 2.2.3

Thanks for any tips and I apologize in advance if I have overlooked 
something.

Steve



From mike.peachey at jennic.com  Mon Apr 21 04:46:56 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Mon, 21 Apr 2008 09:46:56 +0100
Subject: [rt-users] Issues configuring RT::Authen::ExternalAuth
In-Reply-To: <200804191830.42136.cvelez@ckcomputingpr.com>
References: <200804191830.42136.cvelez@ckcomputingpr.com>
Message-ID: <480C5480.1020600@jennic.com>

Carlos J. Velez-Rivera wrote:
> I have followed a recent thread in the list to setup LDAP authentication using 
> RT::Authen::ExternalAuth and it is kind of working, but the user doesn;t 
> actually get to use the system.  The system just leaves the user at the login 
> page and nothing happens.  Is it that I'm using a bad disabled account filter 
> or something?  
> 
> As an additional observation, I logged in as root after trying this out and 
> even though the logs say the account was created I could not find the user.
> 
> Here is the log I get when I try to login carlos.velez99:
> 
<snip>

Your attr_map seems a little broken, although that shouldn't affect user 
creation. The cause of the problem seems related to this line:

[Sat Apr 19 22:19:46 2008] [info]: Autocreated authenticated user
carlos.velez99 (  )

The empty parenthesis at the end of this line is supposed to contain the 
principal ID for the newly created user, which means that user creation 
didn't succeed.

It's not clear what would cause that.

Perhaps if you provided your RT_SiteConfig.pm we might be better able to 
work out what's going on..

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From martin at proxmox.com  Mon Apr 21 05:51:19 2008
From: martin at proxmox.com (Martin Maurer)
Date: Mon, 21 Apr 2008 11:51:19 +0200
Subject: [rt-users] RT Virtual Appliance (on Proxmox VE - OpenVZ)
Message-ID: <E88155B5BD67CE4D87A3F1F70950B96A2FF6CA@berta.maurer-it.com>

Hi all,

 

We just released a virtualization platform (GPL licensed)
http://pve.proxmox.com . 

 

On this platform, pre-build virtual appliance can be started within
seconds as we use http://openvz.org  here. Please note, by using OS
virtualization there is little overhead (just 1 to 3 % performance loss,
really!) - this is absolutely the fastest technology for Linux server
virtualization. (openVZ is the basis of Virtuozzo, the commercial market
leader in the VPS market). 

 

We are also building virtual appliances for the use in the enterprise,
e.g. our own mail gateway, a web filter proxy (both are commercial) or a
mediawiki appliance and many others will follow in the next months.
(please note, Proxmox VE is beta, but this will change soon - subscribe
here for updates http://pve.proxmox.com/wiki/Mailing_Lists ) 

 

We use and love RT since years so we want to contribute also a RT
appliance - I personally know a lot of companies who wants RT but they
cannot install it - too difficult. We will solve this problem.

 

As we are a Debian focused company, we prefer  to build the appliance
based on Debian Etch (32bit) and it should be using the stable RT
packages, mysql or postgres (which database  is preferred?).

 

So I would be happy if anyone can comment our plans and give us
feedback. Also I would appreciate feedback from Best Practical.

 

Thanks, 

 

Best Regards,

 

Martin Maurer

 

martin at proxmox.com

http://www.proxmox.com

 

____________________________________________________________________

Proxmox Server Solutions GmbH

Kohlgasse 51/10, 1050 Vienna, Austria

Phone: +43 1 545 4497 11 Fax: +43 1 545 4497 22

Commercial register no.: FN 258879 f

Registration office: Handelsgericht Wien

 

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From jesse at bestpractical.com  Mon Apr 21 07:18:45 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 21 Apr 2008 13:18:45 +0200
Subject: [rt-users] RT Virtual Appliance (on Proxmox VE - OpenVZ)
In-Reply-To: <E88155B5BD67CE4D87A3F1F70950B96A2FF6CA@berta.maurer-it.com>
References: <E88155B5BD67CE4D87A3F1F70950B96A2FF6CA@berta.maurer-it.com>
Message-ID: <75BD9898-4CF1-4E4B-A351-E5987E3EAC11@bestpractical.com>


On Apr 21, 2008, at 11:51 AM, Martin Maurer wrote:
> Hi all,
>
> We just released a virtualization platform (GPL licensed) http://pve.proxmox.com 
>  .
>
> On this platform, pre-build virtual appliance can be started within  
> seconds as we use http://openvz.org  here. Please note, by using OS  
> virtualization there is little overhead (just 1 to 3 % performance  
> loss, really!) ? this is absolutely the fastest technology for Linux  
> server virtualization. (openVZ is the basis of Virtuozzo, the  
> commercial market leader in the VPS market).
>
> We are also building virtual appliances for the use in the  
> enterprise, e.g. our own mail gateway, a web filter proxy (both are  
> commercial) or a mediawiki appliance and many others will follow in  
> the next months. (please note, Proxmox VE is beta, but this will  
> change soon ? subscribe here for updateshttp://pve.proxmox.com/wiki/Mailing_Lists 
>  )
>
> We use and love RT since years so we want to contribute also a RT  
> appliance ? I personally know a lot of companies who wants RT but  
> they cannot install it ? too difficult. We will solve this problem.
>
> As we are a Debian focused company, we prefer  to build the  
> appliance based on Debian Etch (32bit) and it should be using the  
> stable RT packages, mysql or postgres (which database  is preferred?).
>
> So I would be happy if anyone can comment our plans and give us  
> feedback. Also I would appreciate feedback from Best Practical.
>

That's really excellent to hear. I'm quite looking forward to seeing  
this. With regard to Mysql/Pg: We're pretty flexible. Is one of them  
more better packaged for your platform already?

As a heads up, we have something we've been working on to ease RT  
installation, though it's not intended as competition against a fully  
virtualized solution. Shipwright, our new build and distribution  
system is designed to let us version and build RT and a full  
dependency chain (currently to "just above libc") and ship source and  
fully relocatable platform--specific binary distributions.

Virtualization fits into a different niche than what we're working on  
and I suspect that your work will be a better match for many  
organizations.  When do you expect people might be able to play with  
it? :)

Best,
Jesse




> Thanks,
>
> Best Regards,
>
> Martin Maurer
>
> martin at proxmox.com
> http://www.proxmox.com
>
> ____________________________________________________________________
> Proxmox Server Solutions GmbH
> Kohlgasse 51/10, 1050 Vienna, Austria
> Phone: +43 1 545 4497 11 Fax: +43 1 545 4497 22
> Commercial register no.: FN 258879 f
> Registration office: Handelsgericht Wien
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 barnesaw at ucrwcu.rwc.uc.edu  Mon Apr 21 08:13:30 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 21 Apr 2008 08:13:30 -0400
Subject: [rt-users] RT not generating email for CCs/AdminCCs
In-Reply-To: <42f5c4430804181739y113f74e0l5a358a139ab62a64@mail.gmail.com>
References: <EE1E3E37-47F3-4BAA-A4A0-688C6AB5D47A@cira.ca>	<475838C8.4030706@lbl.gov>	<37E1FC16-20A0-4CEA-AD80-0D53572C8B2C@cira.ca>	<47583DAB.7050801@lbl.gov>	<0E37C1EE-BCC8-4C94-AB7F-9707F17FD4CE@cira.ca>	<47584B66.3080205@lbl.gov>
	<42f5c4430804181739y113f74e0l5a358a139ab62a64@mail.gmail.com>
Message-ID: <480C84EA.2090905@ucrwcu.rwc.uc.edu>

For Scrip purposes, CC and BCC on the Ticket/Update.html page are 
considered Others.  You will want to use a Notify Others scrip on that 
queue.


Thierry Thelliez wrote:
> I think I have a similar issue trying to understand how the CC field
> works on the Resolve Ticket page.
>
> The Watchers CC and Watchers AdminCC work fine (after changing the
> default scrip #10). When a ticket is resolved they receive an email.
> Good.
>
> But my users also want to add email addresses 'on the fly' to a ticket
> resolution. Isn't it what this CC field is about? I am not talking
> about the Watcher CC.
>
> Watching the email server log shows that RT does not send anything to
> the CC field.
>
> (This is on RT 3.6.5 updated from 3.6.4).
>
> Thanks,
> Thierry
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   


From jboris at adphila.org  Mon Apr 21 12:23:23 2008
From: jboris at adphila.org (John  BORIS)
Date: Mon, 21 Apr 2008 12:23:23 -0400
Subject: [rt-users] RT changing Status to Open from Resolved when sending
	Reply or	Comment
Message-ID: <480C873D.2594.002B.0@adphila.org>

I remember this being a discussion thread a while back but searching the
archives I couldn't find it. I found one thread from 2003 but it didn't
address a resolution.

I resolved a ticket and then noticed my auto reply to the requestor
didn't include my resolution information. So I went back into RT and
clicked reply to send a reply to the requester from RT. When I looked at
the History I saw the Ticket was now Open and I had to reset it to
Resolved. When I sent the reply there is a transaction that shows Ticket
Status changing from Resolved to Open.


Is there a fix for this? Or is this a correct way for this to work?

TIA

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

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


From gleduc at mail.sdsu.edu  Mon Apr 21 12:56:57 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 21 Apr 2008 09:56:57 -0700
Subject: [rt-users] RT changing Status to Open from Resolved when
 sending Reply or Comment
In-Reply-To: <480C873D.2594.002B.0@adphila.org>
References: <480C873D.2594.002B.0@adphila.org>
Message-ID: <6.2.1.2.2.20080421093246.0240a580@mail.sdsu.edu>

Hi John,

I ran into the same "resolved but no comments sent" issue.  I found that 
the stuff you type into the message box gets treated as a separate 
correspond transaction first, then the ticket gets resolved.  So I had my 
Resolved template look for an unsent correspondence and, if found, attach 
it to the resolved message.  I determine whether or not it has already been 
sent by comparing the last correspond with the last outgoing e-mail - if 
they're different then I include the last correspond content.  I have all 
default scrips disabled, so the correspond transaction doesn't send 
anything on its own.

Here's the guts of the template if you're interested.  It's probably much 
more complicated than it needs to be, but I was still pretty new at RT.  It 
works, so I won't be changing it anytime soon.

{ ### Tells user that ticket has been resolved
   my $MyName = "Template DNS:28 (Resolved)";
$RT::Logger->debug("$MyName (". $Transaction->Id . ") entered.");
   my $FromAddress = 'My Org <myorg at example.com>';
   my $ContactAddress = 'rtguy at example.com';
   my $OwnerName = $Ticket->OwnerObj->RealName;
   my $c_content;
   my $e_content;
   my $have_rmks;
   my $remarks;

   ### We won't include a comment if...
   ### - Last outgoing email content eq last correspond content (this means
   ###   that the content was already sent in an e-mail)
   ### - Last correspond attachment headers =~ /^Received/ (this means that
   ###   the correspond was an incoming e-mail)

   ### Get last Correspond
   my $Transactions = $Ticket->Transactions;
   $Transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' );
   $Transactions->OrderByCols (
      { FIELD => 'Created',  ORDER => 'DESC' },
      { FIELD => 'id',     ORDER => 'DESC' },
   );
   my $CorrespondObj = $Transactions->First;

   ### Ignore last correspond if it has Received headers
   if ($CorrespondObj && $CorrespondObj->Id) {
     $c_content = $CorrespondObj->Content;
     chomp $c_content;
     $have_rmks = !$CorrespondObj->Attachments->First->GetHeader('Received');
#$RT::Logger->debug("$MyName: found correspondence: '$_content'") if 
$have_rmks;
   }

   ### Get last outgoing e-mail
   $Transactions = $Ticket->Transactions;
   $Transactions->Limit( FIELD => 'Type', VALUE => 'EmailRecord' );
   $Transactions->OrderByCols (
      { FIELD => 'Created',  ORDER => 'DESC' },
      { FIELD => 'id',     ORDER => 'DESC' },
   );
   my $EmailObj = $Transactions->First;

   ### If there's a previous e-mail and it's the same as the previous 
correspond, ignore it
   if ($EmailObj && $EmailObj->Id) {
     $e_content = $EmailObj->Content;
     chomp $e_content;
     if ($c_content) {
       $have_rmks = 0 if $e_content eq $c_content;
       $have_rmks = 0 if $EmailObj->Id > $CorrespondObj->Id;
     }
   }

use Mail::Address;
   my $Cc = '';
   my $Bcc = '';
   if ( $have_rmks ) {
     my $attachment = $CorrespondObj->Attachments->First;
     my @cc_addrs = Mail::Address->parse($attachment->GetHeader('RT-Send-Cc'));
     my @bcc_addrs = 
Mail::Address->parse($attachment->GetHeader('RT-Send-Bcc'));
     foreach my $addr ( @cc_addrs ) {
       $Cc .= $addr->address . ", ";
     }
     $Cc .= $Ticket->QueueObj->Cc->MemberEmailAddressesAsString;
     $Cc =~ s/, $//;

     foreach my $addr ( @bcc_addrs ) {
       $Bcc .= $addr->address . ", ";
     }
     $Bcc .= $Ticket->QueueObj->AdminCc->MemberEmailAddressesAsString;
     $Bcc =~ s/, $//;
   }

   ### Set the remarks if applicable
   if ($have_rmks) {
     $remarks = "
Comments:
====================
$c_content
====================";
#$RT::Logger->debug("$MyName: going to send comments: $remarks");
   }
   my $AddressGroup = "From: $FromAddress";
   $AddressGroup .= "\nCc: $Cc" if $Cc;
   $AddressGroup .= "\nBcc: $Bcc" if $Bcc;
   $OUT = "$AddressGroup
Subject: Action completed

The ticket that was opened for your request has been resolved by 
$OwnerName.  If you have any questions about this, you can contact the IT 
Security Office at $ContactAddress.
$remarks

Regards,
The ITSO Staff";

}


At 09:23 AM 4/21/2008, John  BORIS wrote:
>I remember this being a discussion thread a while back but searching the
>archives I couldn't find it. I found one thread from 2003 but it didn't
>address a resolution.
>
>I resolved a ticket and then noticed my auto reply to the requestor
>didn't include my resolution information. So I went back into RT and
>clicked reply to send a reply to the requester from RT. When I looked at
>the History I saw the Ticket was now Open and I had to reset it to
>Resolved. When I sent the reply there is a transaction that shows Ticket
>Status changing from Resolved to Open.
>
>
>Is there a fix for this? Or is this a correct way for this to work?
>
>TIA
>
>John J. Boris, Sr.
>JEN-A-SyS Administrator
>Archdiocese of Philadelphia
>
>"Remember! That light at the end of the tunnel
>Just might be the headlight of an oncoming train!"
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


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



From tsadi.a at gmail.com  Mon Apr 21 14:15:20 2008
From: tsadi.a at gmail.com (Chad Adlawan)
Date: Tue, 22 Apr 2008 02:15:20 +0800
Subject: [rt-users] can users not be allowed to edit RT at a glance?
Message-ID: <81cd136b0804211115n19987ad2g6608f62835c251e7@mail.gmail.com>

Hello Everyone,

My first post on this list. Great community! And the archives have been very
helpful helping me find a way to do things like how to set default "RT at a
glance customizations" for all users, specially the "10 highest priority
tickets I own" part.

What I can't find anywhere though is how to set RT so that it will not allow
anyone to edit or customize "10 highest priority tickets I own".

Is there a way this can be done without manually tinkering with the code?

Best regards!
Chad
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From KFCrocker at lbl.gov  Mon Apr 21 14:28:10 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 21 Apr 2008 11:28:10 -0700
Subject: [rt-users] Can a user add a dependency on a ticket he does not
 have access to?
In-Reply-To: <16691434.post@talk.nabble.com>
References: <16681215.post@talk.nabble.com> <4803CA15.4050404@lbl.gov>
	<16691434.post@talk.nabble.com>
Message-ID: <480CDCBA.7010109@lbl.gov>

Igrella,


	Sorry I took so long to respond, I've been on vacation. As to your 
situation, I think have "ModifyTicket" as a global right is dangerous, 
it just gives away too much of the store. I would suggest creating a 
group (call it XX-Support where xx equals the name of the queue) with 
these rights:
	1) CommentOnTicket
	2) CreateTicket
	3) ModifyTicket
	4) OwnTicket
	5) ReplyToTicket
	6) SeeQueue
	7) SeeOutgoingEmail
	8) ShowTicket
	9) ShowTicketComments
	10) TakeTicket
	11) Watch


	Now, this will give those responsible for the tickets in a particular 
queue (that's what the group is for) all the rights they need to deal 
with those tickets in a particular queue without giving away too much to 
the rest of the world (remove those rights from Global/Privileged). Just 
an idea. Hope it helps.


Kenn
LBNL

On 4/14/2008 3:31 PM, lgrella wrote:
> Thank you Kenneth. I did add the ModifyTicket right globally for all
> priveleged users and that worked. If it is only added onlyto the owner, then
> the owner can modify the ticket he owns, but not the other ticket that needs
> to be added as a dependency since the other ticket gets modified when it is
> added as a dependency.
> 
> 
> 
> Kenneth Crocker wrote:
>> Igrella,
>>
>>
>> 	Have you tried giving the "ModifyTicket" right globally to the role 
>> "Owner"? Other than that and the "CreateTicket" & "SeeQueue" rights (to 
>> the target Queue), the person owning the ticket should certainly be able 
>> to do that. We've never encountered that problem. Interesting.
>>
>>
>> Kenn
>> LBNL
>>
>> On 4/14/2008 10:48 AM, lgrella wrote:
>>> I am trying to figure out why a users who owns a ticket in a certain
>>> queue is
>>> not able to add a dependency to that ticket which is a ticket in another
>>> queue which he does not have access. This is how our RT is set up...
>>> All users can see all queues, but not the tickets within those queues. 2
>>> of
>>> my queues are Content and IT Support. A user has read and write access to
>>> the Content queue and owns a ticket in the content queue. He wants to add
>>> a
>>> dependency of a ticket from the IT support queue to his ticket, but does
>>> not
>>> have read or write access to IT support. When he tries to add the ticket
>>> as
>>> a link to his ticket, he gets an error that his permission is denied. How
>>> can I set this up so that he does not see the ticket, but can add it as a
>>> link in his own ticket for a dependency?
>>>
>>> Thanks,
>>> Laura
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
> 



From KFCrocker at lbl.gov  Mon Apr 21 15:01:44 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 21 Apr 2008 12:01:44 -0700
Subject: [rt-users] error upgrading from 3.4.5 to 3.6.4
 (via	etc/upgrade/3.5.1 script)
In-Reply-To: <98EF3B16688AEE49A98773C21BD229021E8819@ssimsmx00.ssi.local>
References: <98EF3B16688AEE49A98773C21BD229021E8819@ssimsmx00.ssi.local>
Message-ID: <480CE498.3020300@lbl.gov>

Trenton,


	Did you get an answer to this? I just finished the same upgrade. We use 
Oracle.

Kenn
LBNL

On 4/17/2008 8:30 AM, Trenton Taylor wrote:
> I?m trying to upgrade my RT system from 3.4.5 to 3.6.4 via:
> 
>  
> 
> # command:
> 
> /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir 
> etc/upgrade/3.5.1 --dba root --prompt-for-dba-password
> 
>  
> 
> But I am getting this error:
> 
>  
> 
> #:
> 
> Creating database schema.
> 
> Problem with statement:
> 
>  
> 
>  
> 
> CREATE TABLE Attachments (
> 
>   id INTEGER NOT NULL  AUTO_INCREMENT,
> 
>   TransactionId integer NOT NULL  ,
> 
>   Parent integer NOT NULL DEFAULT 0  ,
> 
>   MessageId varchar(160) NULL  ,
> 
>   Subject varchar(255) NULL  ,
> 
>   Filename varchar(255) NULL  ,
> 
>   ContentType varchar(80) NULL  ,
> 
>   ContentEncoding varchar(80) NULL  ,
> 
>   Content LONGTEXT NULL  ,
> 
>   Headers LONGTEXT NULL  ,
> 
>   Creator integer NOT NULL DEFAULT 0  ,
> 
>   Created DATETIME NULL  ,
> 
>   PRIMARY KEY (id)
> 
> ) TYPE=InnoDB
> 
> Table 'Attachments' already exists at /opt/rt3.6/sbin/rt-setup-database 
> line 220, <SCHEMA> line 464.
> 
>  
> 
>  
> 
> Thanks in advance ?
> 
> Trent
> 
>  
> 
> 
> Important: The information contained in this e-mail message is 
> confidential and is intended only for the named addressee(s). If the 
> reader of this e-mail message is not an intended recipient (or the 
> individual responsible for the delivery of this e-mail message to an 
> intended recipient), please be advised that any re-use, dissemination, 
> distribution or copying of this e-mail message is prohibited. If you 
> have received this e-mail message in error, please reply to the sender 
> that you have received the message in error and then delete it. 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 asallade at PTSOWA.ORG  Mon Apr 21 15:00:10 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Mon, 21 Apr 2008 12:00:10 -0700
Subject: [rt-users] Default search results Order by?
Message-ID: <33DEE66ED2E72346ABC638427A7701404BFA6A@PTSOEXCHANGE.PTSOWA.ORG>

Is there a way to set default Order By? RT defaults to Order By ID
ASCENDING, but I want to change it to Order By Priority DESCENDING.

 

Ideas?

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

 

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From ruz at bestpractical.com  Mon Apr 21 15:08:53 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 21 Apr 2008 23:08:53 +0400
Subject: [rt-users] Can a user add a dependency on a ticket he does not
	have access to?
In-Reply-To: <16681215.post@talk.nabble.com>
References: <16681215.post@talk.nabble.com>
Message-ID: <589c94400804211208h3a83d5b5t6eaac7853c3a48a3@mail.gmail.com>

$StrictLinkACL in the config

On Mon, Apr 14, 2008 at 9:48 PM, lgrella <lgrella at acquiremedia.com> wrote:
>
>  I am trying to figure out why a users who owns a ticket in a certain queue is
>  not able to add a dependency to that ticket which is a ticket in another
>  queue which he does not have access. This is how our RT is set up...
>  All users can see all queues, but not the tickets within those queues. 2 of
>  my queues are Content and IT Support. A user has read and write access to
>  the Content queue and owns a ticket in the content queue. He wants to add a
>  dependency of a ticket from the IT support queue to his ticket, but does not
>  have read or write access to IT support. When he tries to add the ticket as
>  a link to his ticket, he gets an error that his permission is denied. How
>  can I set this up so that he does not see the ticket, but can add it as a
>  link in his own ticket for a dependency?
>
>  Thanks,
>  Laura
>  --
>  View this message in context: http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-not-have-access-to--tp16681215p16681215.html
>  Sent from the Request Tracker - User mailing list archive at Nabble.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 trentt at ssi-invest.com  Mon Apr 21 15:10:41 2008
From: trentt at ssi-invest.com (Trenton Taylor)
Date: Mon, 21 Apr 2008 12:10:41 -0700
Subject: [rt-users] error upgrading from 3.4.5 to 3.6.4
	(via	etc/upgrade/3.5.1 script)
In-Reply-To: <480CE498.3020300@lbl.gov>
Message-ID: <98EF3B16688AEE49A98773C21BD229021E885F@ssimsmx00.ssi.local>

Nope ... 

Still no upgraded DB. We use Mysql.

I am basically running a new instance of RT and an additional archive DB
now. We don't have many tickets on the new DB so I could easily delete
them if someone could explain to me what is going wrong with the upgrade
script.

Kenn ... what did your upgrade command look like? Anything different
than mine? (/opt/rt3.6/sbin/rt-setup-database --action schema \
--datadir etc/upgrade/3.5.1 --dba root --prompt-for-dba-password)

Thanks in advance to anyone who helps out ...

Trent

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Monday, April 21, 2008 12:02 PM
To: Trenton Taylor
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
etc/upgrade/3.5.1 script)

Trenton,


	Did you get an answer to this? I just finished the same upgrade.
We use 
Oracle.

Kenn
LBNL

On 4/17/2008 8:30 AM, Trenton Taylor wrote:
> I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via:
> 
>  
> 
> # command:
> 
> /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir 
> etc/upgrade/3.5.1 --dba root --prompt-for-dba-password
> 
>  
> 
> But I am getting this error:
> 
>  
> 
> #:
> 
> Creating database schema.
> 
> Problem with statement:
> 
>  
> 
>  
> 
> CREATE TABLE Attachments (
> 
>   id INTEGER NOT NULL  AUTO_INCREMENT,
> 
>   TransactionId integer NOT NULL  ,
> 
>   Parent integer NOT NULL DEFAULT 0  ,
> 
>   MessageId varchar(160) NULL  ,
> 
>   Subject varchar(255) NULL  ,
> 
>   Filename varchar(255) NULL  ,
> 
>   ContentType varchar(80) NULL  ,
> 
>   ContentEncoding varchar(80) NULL  ,
> 
>   Content LONGTEXT NULL  ,
> 
>   Headers LONGTEXT NULL  ,
> 
>   Creator integer NOT NULL DEFAULT 0  ,
> 
>   Created DATETIME NULL  ,
> 
>   PRIMARY KEY (id)
> 
> ) TYPE=InnoDB
> 
> Table 'Attachments' already exists at
/opt/rt3.6/sbin/rt-setup-database 
> line 220, <SCHEMA> line 464.
> 
>  
> 
>  
> 
> Thanks in advance -
> 
> Trent
> 
>  
> 
> 
> Important: The information contained in this e-mail message is 
> confidential and is intended only for the named addressee(s). If the 
> reader of this e-mail message is not an intended recipient (or the 
> individual responsible for the delivery of this e-mail message to an 
> intended recipient), please be advised that any re-use, dissemination,

> distribution or copying of this e-mail message is prohibited. If you 
> have received this e-mail message in error, please reply to the sender

> that you have received the message in error and then delete it. 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



Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. 



From cmsilva at mobicomp.com  Mon Apr 21 15:19:16 2008
From: cmsilva at mobicomp.com (Carlos Silva)
Date: Mon, 21 Apr 2008 20:19:16 +0100
Subject: [rt-users] Custom Fields Transactions
Message-ID: <480CE8B4.9090604@mobicomp.com>

Hi all,

I'm trying to write a scrip to run with every transaction on tickets,
but I only want it to really do what it's supposed to do when one or two
custom fields change. My question is :

How can I see the old and new value of a ticket custom field on a
transaction object so that I can do it during the prepare stage?

Thanks in advance,
Carlos Silva



From KFCrocker at lbl.gov  Mon Apr 21 15:22:05 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 21 Apr 2008 12:22:05 -0700
Subject: [rt-users] Default search results Order by?
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BFA6A@PTSOEXCHANGE.PTSOWA.ORG>
References: <33DEE66ED2E72346ABC638427A7701404BFA6A@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <480CE95D.3070303@lbl.gov>

Aaron,


	Which default? A search result? A Default query?


Kenn
LBNL

On 4/21/2008 12:00 PM, Aaron Sallade wrote:
> Is there a way to set default Order By? RT defaults to Order By ID 
> ASCENDING, but I want to change it to Order By Priority DESCENDING.
> 
>  
> 
> Ideas?
> 
>  
> 
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> //"Shared Technology for Community Health"///
> /(206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> asallade at ptsowa.org <mailto:asallade at ptsowa.org>
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From sklutch at hostile.org  Mon Apr 21 15:30:12 2008
From: sklutch at hostile.org (Simon Jester)
Date: Mon, 21 Apr 2008 19:30:12 +0000 (UTC)
Subject: [rt-users] Custom Fields containing HTML being rendered?!
Message-ID: <loom.20080421T192632-781@post.gmane.org>

Hello everyone!

I recently began the process of switching over my users from a 3.6.3 RT 
frontend to a 3.6.5 frontend and discovered something that surprised me.

If I copy/paste in a packet which contains HTML, RT does it's best to render 
this data when displaying the contents of the custom field.  That doesn't 
happen in the 3.6.3 code, so something has been "tweaked" that I need to "un-
tweak".  :)


Doing a straight diff comparison of the Display.htm files shows that the code 
for that file was reorg'd past the point of my admittedly poor python/perl 
skills.

Is this behavior intentional?


sklutch



From KFCrocker at lbl.gov  Mon Apr 21 15:37:32 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 21 Apr 2008 12:37:32 -0700
Subject: [rt-users] error upgrading from 3.4.5 to 3.6.4
 (via	etc/upgrade/3.5.1 script)
In-Reply-To: <98EF3B16688AEE49A98773C21BD229021E885F@ssimsmx00.ssi.local>
References: <98EF3B16688AEE49A98773C21BD229021E885F@ssimsmx00.ssi.local>
Message-ID: <480CECFC.7080400@lbl.gov>

Trenton,



	What I found was that I didn't need to BUILD the schema, just upgrade 
it. In fact, there are 3 DB upgrade executions we did (due to 3.5.1), 
which were:

	1) action schema
	2) action acl
	3) action insert

	Turns out, the only one that did anything was action insert. The DB 
changes due to 3.5.1 do not really change any schema design or major 
stuff like that, it merely adds two new queries (10 unowned & my 
tickets) as default and updates the privileges so they can be used. I 
actually upgraded and forgot to run the DB upgrade part and RT worked 
fine, except those two queries were NOT listed or available. I ran the 
three actions and those two queries were available for home page 
selection. I'm not familiar with how MySQL works as a database (in terms 
of schema changes) so perhaps it requires a rebuild. Here's what I used 
as my commands:

	1) Typed ?/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
?dba rtadm ?prompt-for-dba-password ?action schema ?datadir 
etc/upgrade/[3.5.1]? <enter> as one line.
	2) Typed ?/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
?dba rtadm ?prompt-for-dba-password ?action acl ?datadir 
etc/upgrade/[3.5.1]? <enter> as one line.
	3) Typed ?/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
?dba rtadm ?prompt-for-dba-password ?action insert ?datadir 
etc/upgrade/[3.5.1]? <enter> as one line.

	Hope this helps.

Kenn
LBNL

On 4/21/2008 12:10 PM, Trenton Taylor wrote:
> Nope ... 
> 
> Still no upgraded DB. We use Mysql.
> 
> I am basically running a new instance of RT and an additional archive DB
> now. We don't have many tickets on the new DB so I could easily delete
> them if someone could explain to me what is going wrong with the upgrade
> script.
> 
> Kenn ... what did your upgrade command look like? Anything different
> than mine? (/opt/rt3.6/sbin/rt-setup-database --action schema \
> --datadir etc/upgrade/3.5.1 --dba root --prompt-for-dba-password)
> 
> Thanks in advance to anyone who helps out ...
> 
> Trent
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Monday, April 21, 2008 12:02 PM
> To: Trenton Taylor
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
> etc/upgrade/3.5.1 script)
> 
> Trenton,
> 
> 
> 	Did you get an answer to this? I just finished the same upgrade.
> We use 
> Oracle.
> 
> Kenn
> LBNL
> 
> On 4/17/2008 8:30 AM, Trenton Taylor wrote:
>> I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via:
>>
>>  
>>
>> # command:
>>
>> /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir 
>> etc/upgrade/3.5.1 --dba root --prompt-for-dba-password
>>
>>  
>>
>> But I am getting this error:
>>
>>  
>>
>> #:
>>
>> Creating database schema.
>>
>> Problem with statement:
>>
>>  
>>
>>  
>>
>> CREATE TABLE Attachments (
>>
>>   id INTEGER NOT NULL  AUTO_INCREMENT,
>>
>>   TransactionId integer NOT NULL  ,
>>
>>   Parent integer NOT NULL DEFAULT 0  ,
>>
>>   MessageId varchar(160) NULL  ,
>>
>>   Subject varchar(255) NULL  ,
>>
>>   Filename varchar(255) NULL  ,
>>
>>   ContentType varchar(80) NULL  ,
>>
>>   ContentEncoding varchar(80) NULL  ,
>>
>>   Content LONGTEXT NULL  ,
>>
>>   Headers LONGTEXT NULL  ,
>>
>>   Creator integer NOT NULL DEFAULT 0  ,
>>
>>   Created DATETIME NULL  ,
>>
>>   PRIMARY KEY (id)
>>
>> ) TYPE=InnoDB
>>
>> Table 'Attachments' already exists at
> /opt/rt3.6/sbin/rt-setup-database 
>> line 220, <SCHEMA> line 464.
>>
>>  
>>
>>  
>>
>> Thanks in advance -
>>
>> Trent
>>
>>  
>>
>>
>> Important: The information contained in this e-mail message is 
>> confidential and is intended only for the named addressee(s). If the 
>> reader of this e-mail message is not an intended recipient (or the 
>> individual responsible for the delivery of this e-mail message to an 
>> intended recipient), please be advised that any re-use, dissemination,
> 
>> distribution or copying of this e-mail message is prohibited. If you 
>> have received this e-mail message in error, please reply to the sender
> 
>> that you have received the message in error and then delete it. 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
> 
> 
> 
> Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. 
> 
> 



From KFCrocker at lbl.gov  Mon Apr 21 15:43:37 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 21 Apr 2008 12:43:37 -0700
Subject: [rt-users] Custom Fields Transactions
In-Reply-To: <480CE8B4.9090604@mobicomp.com>
References: <480CE8B4.9090604@mobicomp.com>
Message-ID: <480CEE69.5030508@lbl.gov>

Carlos,


	I use the following "User-Defined" condition to execute based on a 
change to a CF:

# condition execution on value of CF QA Approved and if the approver ID
# is not the owner ID

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq 'CustomField')
     {my $cf = new RT::CustomField($RT::SystemUser);
         $cf->LoadByName(Queue => $ticket->QueueObj->id,
          Name => "QA Approved");
      return 0 unless $cf->id;
      if  ($trans->Field == $cf->id &&
           $trans->NewValue eq "Yes")
           {
            return 1;
           }
     }

return 0;


	This basically checks the CF "QA Approved" to see if the value is what 
I need before I execute. What I want it to do is in the cleanup area. 
Hope this helps.


Kenn
LBNL

On 4/21/2008 12:19 PM, Carlos Silva wrote:
> Hi all,
> 
> I'm trying to write a scrip to run with every transaction on tickets,
> but I only want it to really do what it's supposed to do when one or two
> custom fields change. My question is :
> 
> How can I see the old and new value of a ticket custom field on a
> transaction object so that I can do it during the prepare stage?
> 
> Thanks in advance,
> Carlos Silva
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From jsmoriss at mvlan.net  Mon Apr 21 15:45:04 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Mon, 21 Apr 2008 19:45:04 +0000
Subject: [rt-users] Can a user add a dependency on a ticket he does not
	have access to?
In-Reply-To: <589c94400804211208h3a83d5b5t6eaac7853c3a48a3@mail.gmail.com>
References: <16681215.post@talk.nabble.com>
	<589c94400804211208h3a83d5b5t6eaac7853c3a48a3@mail.gmail.com>
Message-ID: <20080421194504.GC13935@zaphod.mvlan.net>

On Mon, Apr 21, 2008 at 11:08:53PM +0400, Ruslan Zakirov wrote:
> $StrictLinkACL in the config

Excellent! I had the same problem and was following this thread for a
possible solution.

Thanks!
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From trentt at ssi-invest.com  Mon Apr 21 15:49:10 2008
From: trentt at ssi-invest.com (Trenton Taylor)
Date: Mon, 21 Apr 2008 12:49:10 -0700
Subject: [rt-users] error upgrading from 3.4.5 to 3.6.4
	(via	etc/upgrade/3.5.1 script)
In-Reply-To: <480CECFC.7080400@lbl.gov>
Message-ID: <98EF3B16688AEE49A98773C21BD229021E8863@ssimsmx00.ssi.local>

I tried running my old database (the one that installs with 3.4.5) and
the webpage is blank after a user logs in.

If I skip the Schema and run the Insert, I get:

Use of uninitialized value in concatenation (.) or string at
/opt/rt3.6/sbin/rt-setup-database line 164, <STDIN> line 1.
[Mon Apr 21 19:45:31 2008] [crit]: Can't locate /content in @INC (@INC
contains: /opt/rt3/lib /opt/rt3/local/lib
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
/usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
/usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line 464,
<STDIN> line 1.
 (/opt/rt3/lib/RT.pm:295)



Thanks for the help ... Any more ideas?



-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Monday, April 21, 2008 12:38 PM
To: Trenton Taylor
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
etc/upgrade/3.5.1 script)

Trenton,



	What I found was that I didn't need to BUILD the schema, just
upgrade 
it. In fact, there are 3 DB upgrade executions we did (due to 3.5.1), 
which were:

	1) action schema
	2) action acl
	3) action insert

	Turns out, the only one that did anything was action insert. The
DB 
changes due to 3.5.1 do not really change any schema design or major 
stuff like that, it merely adds two new queries (10 unowned & my 
tickets) as default and updates the privileges so they can be used. I 
actually upgraded and forgot to run the DB upgrade part and RT worked 
fine, except those two queries were NOT listed or available. I ran the 
three actions and those two queries were available for home page 
selection. I'm not familiar with how MySQL works as a database (in terms

of schema changes) so perhaps it requires a rebuild. Here's what I used 
as my commands:

	1) Typed
"/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
-dba rtadm -prompt-for-dba-password -action schema -datadir 
etc/upgrade/[3.5.1]" <enter> as one line.
	2) Typed
"/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
-dba rtadm -prompt-for-dba-password -action acl -datadir 
etc/upgrade/[3.5.1]" <enter> as one line.
	3) Typed
"/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
-dba rtadm -prompt-for-dba-password -action insert -datadir 
etc/upgrade/[3.5.1]" <enter> as one line.

	Hope this helps.

Kenn
LBNL

On 4/21/2008 12:10 PM, Trenton Taylor wrote:
> Nope ... 
> 
> Still no upgraded DB. We use Mysql.
> 
> I am basically running a new instance of RT and an additional archive
DB
> now. We don't have many tickets on the new DB so I could easily delete
> them if someone could explain to me what is going wrong with the
upgrade
> script.
> 
> Kenn ... what did your upgrade command look like? Anything different
> than mine? (/opt/rt3.6/sbin/rt-setup-database --action schema \
> --datadir etc/upgrade/3.5.1 --dba root --prompt-for-dba-password)
> 
> Thanks in advance to anyone who helps out ...
> 
> Trent
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Monday, April 21, 2008 12:02 PM
> To: Trenton Taylor
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
> etc/upgrade/3.5.1 script)
> 
> Trenton,
> 
> 
> 	Did you get an answer to this? I just finished the same upgrade.
> We use 
> Oracle.
> 
> Kenn
> LBNL
> 
> On 4/17/2008 8:30 AM, Trenton Taylor wrote:
>> I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via:
>>
>>  
>>
>> # command:
>>
>> /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir 
>> etc/upgrade/3.5.1 --dba root --prompt-for-dba-password
>>
>>  
>>
>> But I am getting this error:
>>
>>  
>>
>> #:
>>
>> Creating database schema.
>>
>> Problem with statement:
>>
>>  
>>
>>  
>>
>> CREATE TABLE Attachments (
>>
>>   id INTEGER NOT NULL  AUTO_INCREMENT,
>>
>>   TransactionId integer NOT NULL  ,
>>
>>   Parent integer NOT NULL DEFAULT 0  ,
>>
>>   MessageId varchar(160) NULL  ,
>>
>>   Subject varchar(255) NULL  ,
>>
>>   Filename varchar(255) NULL  ,
>>
>>   ContentType varchar(80) NULL  ,
>>
>>   ContentEncoding varchar(80) NULL  ,
>>
>>   Content LONGTEXT NULL  ,
>>
>>   Headers LONGTEXT NULL  ,
>>
>>   Creator integer NOT NULL DEFAULT 0  ,
>>
>>   Created DATETIME NULL  ,
>>
>>   PRIMARY KEY (id)
>>
>> ) TYPE=InnoDB
>>
>> Table 'Attachments' already exists at
> /opt/rt3.6/sbin/rt-setup-database 
>> line 220, <SCHEMA> line 464.
>>
>>  
>>
>>  
>>
>> Thanks in advance -
>>
>> Trent
>>
>>  
>>
>>
>> Important: The information contained in this e-mail message is 
>> confidential and is intended only for the named addressee(s). If the 
>> reader of this e-mail message is not an intended recipient (or the 
>> individual responsible for the delivery of this e-mail message to an 
>> intended recipient), please be advised that any re-use,
dissemination,
> 
>> distribution or copying of this e-mail message is prohibited. If you 
>> have received this e-mail message in error, please reply to the
sender
> 
>> that you have received the message in error and then delete it. 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
> 
> 
> 
> Important: The information contained in this e-mail message is
confidential and is intended only for the named addressee(s). If the
reader of this e-mail message is not an intended recipient (or the
individual responsible for the delivery of this e-mail message to an
intended recipient), please be advised that any re-use, dissemination,
distribution or copying of this e-mail message is prohibited. If you
have received this e-mail message in error, please reply to the sender
that you have received the message in error and then delete it. Thank
you. 
> 
> 



Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. 



From KFCrocker at lbl.gov  Mon Apr 21 16:05:19 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 21 Apr 2008 13:05:19 -0700
Subject: [rt-users] error upgrading from 3.4.5 to 3.6.4
 (via	etc/upgrade/3.5.1 script)
In-Reply-To: <98EF3B16688AEE49A98773C21BD229021E8863@ssimsmx00.ssi.local>
References: <98EF3B16688AEE49A98773C21BD229021E8863@ssimsmx00.ssi.local>
Message-ID: <480CF37F.7030901@lbl.gov>

Trenton,


	By webpage, do you mean the Homepage? In 3.6.4, the first time any user 
signs on it will be blank. that's because the homepage settings (click 
"Edit" on the right of the "RT at a glance" tool bar (blue). Select what 
you want to see and then click "home". After that, the homepage will 
come up with your selections every time. As to the DB upgrade, I'd 
advise to run all three commands anyway, can't hurt.


Kenn
LBNL

On 4/21/2008 12:49 PM, Trenton Taylor wrote:
> I tried running my old database (the one that installs with 3.4.5) and
> the webpage is blank after a user logs in.
> 
> If I skip the Schema and run the Insert, I get:
> 
> Use of uninitialized value in concatenation (.) or string at
> /opt/rt3.6/sbin/rt-setup-database line 164, <STDIN> line 1.
> [Mon Apr 21 19:45:31 2008] [crit]: Can't locate /content in @INC (@INC
> contains: /opt/rt3/lib /opt/rt3/local/lib
> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
> /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
> /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line 464,
> <STDIN> line 1.
>  (/opt/rt3/lib/RT.pm:295)
> 
> 
> 
> Thanks for the help ... Any more ideas?
> 
> 
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Monday, April 21, 2008 12:38 PM
> To: Trenton Taylor
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
> etc/upgrade/3.5.1 script)
> 
> Trenton,
> 
> 
> 
> 	What I found was that I didn't need to BUILD the schema, just
> upgrade 
> it. In fact, there are 3 DB upgrade executions we did (due to 3.5.1), 
> which were:
> 
> 	1) action schema
> 	2) action acl
> 	3) action insert
> 
> 	Turns out, the only one that did anything was action insert. The
> DB 
> changes due to 3.5.1 do not really change any schema design or major 
> stuff like that, it merely adds two new queries (10 unowned & my 
> tickets) as default and updates the privileges so they can be used. I 
> actually upgraded and forgot to run the DB upgrade part and RT worked 
> fine, except those two queries were NOT listed or available. I ran the 
> three actions and those two queries were available for home page 
> selection. I'm not familiar with how MySQL works as a database (in terms
> 
> of schema changes) so perhaps it requires a rebuild. Here's what I used 
> as my commands:
> 
> 	1) Typed
> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
> -dba rtadm -prompt-for-dba-password -action schema -datadir 
> etc/upgrade/[3.5.1]" <enter> as one line.
> 	2) Typed
> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
> -dba rtadm -prompt-for-dba-password -action acl -datadir 
> etc/upgrade/[3.5.1]" <enter> as one line.
> 	3) Typed
> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
> -dba rtadm -prompt-for-dba-password -action insert -datadir 
> etc/upgrade/[3.5.1]" <enter> as one line.
> 
> 	Hope this helps.
> 
> Kenn
> LBNL
> 
> On 4/21/2008 12:10 PM, Trenton Taylor wrote:
>> Nope ... 
>>
>> Still no upgraded DB. We use Mysql.
>>
>> I am basically running a new instance of RT and an additional archive
> DB
>> now. We don't have many tickets on the new DB so I could easily delete
>> them if someone could explain to me what is going wrong with the
> upgrade
>> script.
>>
>> Kenn ... what did your upgrade command look like? Anything different
>> than mine? (/opt/rt3.6/sbin/rt-setup-database --action schema \
>> --datadir etc/upgrade/3.5.1 --dba root --prompt-for-dba-password)
>>
>> Thanks in advance to anyone who helps out ...
>>
>> Trent
>>
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>> Sent: Monday, April 21, 2008 12:02 PM
>> To: Trenton Taylor
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
>> etc/upgrade/3.5.1 script)
>>
>> Trenton,
>>
>>
>> 	Did you get an answer to this? I just finished the same upgrade.
>> We use 
>> Oracle.
>>
>> Kenn
>> LBNL
>>
>> On 4/17/2008 8:30 AM, Trenton Taylor wrote:
>>> I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via:
>>>
>>>  
>>>
>>> # command:
>>>
>>> /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir 
>>> etc/upgrade/3.5.1 --dba root --prompt-for-dba-password
>>>
>>>  
>>>
>>> But I am getting this error:
>>>
>>>  
>>>
>>> #:
>>>
>>> Creating database schema.
>>>
>>> Problem with statement:
>>>
>>>  
>>>
>>>  
>>>
>>> CREATE TABLE Attachments (
>>>
>>>   id INTEGER NOT NULL  AUTO_INCREMENT,
>>>
>>>   TransactionId integer NOT NULL  ,
>>>
>>>   Parent integer NOT NULL DEFAULT 0  ,
>>>
>>>   MessageId varchar(160) NULL  ,
>>>
>>>   Subject varchar(255) NULL  ,
>>>
>>>   Filename varchar(255) NULL  ,
>>>
>>>   ContentType varchar(80) NULL  ,
>>>
>>>   ContentEncoding varchar(80) NULL  ,
>>>
>>>   Content LONGTEXT NULL  ,
>>>
>>>   Headers LONGTEXT NULL  ,
>>>
>>>   Creator integer NOT NULL DEFAULT 0  ,
>>>
>>>   Created DATETIME NULL  ,
>>>
>>>   PRIMARY KEY (id)
>>>
>>> ) TYPE=InnoDB
>>>
>>> Table 'Attachments' already exists at
>> /opt/rt3.6/sbin/rt-setup-database 
>>> line 220, <SCHEMA> line 464.
>>>
>>>  
>>>
>>>  
>>>
>>> Thanks in advance -
>>>
>>> Trent
>>>
>>>  
>>>
>>>
>>> Important: The information contained in this e-mail message is 
>>> confidential and is intended only for the named addressee(s). If the 
>>> reader of this e-mail message is not an intended recipient (or the 
>>> individual responsible for the delivery of this e-mail message to an 
>>> intended recipient), please be advised that any re-use,
> dissemination,
>>> distribution or copying of this e-mail message is prohibited. If you 
>>> have received this e-mail message in error, please reply to the
> sender
>>> that you have received the message in error and then delete it. 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
>>
>>
>> Important: The information contained in this e-mail message is
> confidential and is intended only for the named addressee(s). If the
> reader of this e-mail message is not an intended recipient (or the
> individual responsible for the delivery of this e-mail message to an
> intended recipient), please be advised that any re-use, dissemination,
> distribution or copying of this e-mail message is prohibited. If you
> have received this e-mail message in error, please reply to the sender
> that you have received the message in error and then delete it. Thank
> you. 
>>
> 
> 
> 
> Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. 
> 
> 



From jfrome at maildev.slcpl.org  Mon Apr 21 16:10:16 2008
From: jfrome at maildev.slcpl.org (Josh Frome)
Date: Mon, 21 Apr 2008 14:10:16 -0600 (MDT)
Subject: [rt-users] 500: Internal Server Errors and RT/Mason.pm
Message-ID: <7547320.23161208808616160.JavaMail.root@maildev.slcpl.org>

Hello everyone,

     I am experiencing a perplexing problem trying to install 3.6.6.  I am getting the "Can't locate RT/Mason.pm in @INC" error in my httpd logs, and a 500- Internal Server Error.  I have made sure to include "PerlRequire /opt/rt3/bin/webmux.pl" in httpd conf.  I'm at a loss as to how to continue troubleshooting this.  Below, I have attached some logs.  Does anyone have any pointers for troubleshooting this some more?


Josh--
(logs below)

from httpd error_log:

[Mon Apr 21 14:08:27 2008] [error] [client hostname] failed to resolve handler `RT::Mason': Can't locate RT/Mason.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 209) line 3.\n


HTML::Mason appears to be installed:

# find / -name Mason.pm
/usr/share/doc/perl-HTML-Mason-1.37/eg/MyApp/Mason.pm
/usr/lib/perl5/vendor_perl/5.8.8/HTTP/Server/Simple/Mason.pm
/usr/lib/perl5/vendor_perl/5.8.8/Apache/Mason.pm
/usr/lib/perl5/vendor_perl/5.8.8/Bundle/HTML/Mason.pm
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason.pm

failed to resolve handler `RT::Mason': Can't locate RT/Mason.pm in @INC (@INC contains: 
/opt/rt3/local/lib 
/opt/rt3/lib
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.8 
/usr/lib/perl5/site_perl/5.8.7 
/usr/lib/perl5/site_perl/5.8.6 
/usr/lib/perl5/site_perl/5.8.5 
/usr/lib/perl5/site_perl 
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.8 
/usr/lib/perl5/vendor_perl/5.8.7 
/usr/lib/perl5/vendor_perl/5.8.6 
/usr/lib/perl5/vendor_perl/5.8.5 
usr/lib/perl5/vendor_perl 
/usr/lib/perl5/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/5.8.8 

. /etc/httpd) at (eval 210) line 3.\n



from httpd.conf:PerlRequire /opt/rt3/bin/webmux.pl

# VirtualHost configuration for RT 3.6.6
<VirtualHost *:80>

     ServerName servername
     DocumentRoot /opt/rt3/share/html
     AddDefaultCharset UTF-8
 
     LogLevel debug
     ErrorLog  /var/log/httpd/servername/error_log
     TransferLog /var/log/httpd/servername/access_log
 
     PerlModule Apache::DBI
     PerlRequire /opt/rt3/bin/webmux.pl
 
 
    <Location /NoAuth/images>
         SetHandler default
     </Location>
 
      <Directory /opt/rt3/share/html>
          Order allow,deny
          Allow from all
          Options All
          AllowOverride all
         <Files *.*>
          SetHandler perl-script
          PerlHandler RT::Mason
          </Files>
      </Directory>
 
 </VirtualHost>


From steve at eons.com  Mon Apr 21 16:39:41 2008
From: steve at eons.com (Steve Seremeth)
Date: Mon, 21 Apr 2008 16:39:41 -0400
Subject: [rt-users] Best way to track tickets related to an rtfm article?
In-Reply-To: <480AB0AD.80208@eons.com>
References: <480AB0AD.80208@eons.com>
Message-ID: <480CFB8D.6060200@eons.com>

Ok, so I answered some of my own question.  After much testing, I have 
determined that:

If you are on the "Resolve ticket" screen (i.e. 
Update.html?Action=Respond&DefaultStatus=resolved&id=X), the page 
includes a hidden form field named aptly "<Ticket ID />-RefersTo".

    * If you choose an RTFM article from the drop-down menu, click the
      "Go" button, the text box does get populated with the text of your
      RTFM custom article, but the value of the hidden field does not
      change, NOT establishing a relationship from this ticket to the
      RTFM article.
    * If you search in the field labeled "Search for RTFM articles
      matching" and click the "Go" button, then click the "Go" button
      next to the subject of a matching RTFM article, the hidden field
      DOES get populated, with text looking something like:
      "fsck.com-rtfm://mydomain.com/article/<article id />", which, of
      course, establishes the relationship between the ticket and the
      RTFM article when you post your response using the "Update Ticket"
      button.
    * For completeness, if you use the "Include RTFM article:" field, it
      also does NOT populate the hidden RefersTo field.

Not sure if this qualifies as a bug, but it sure seems like one, since 
the middle process ends in what I would expect (and hope for!) so that 
we could report out on numbers of tickets resolved with the same canned 
response -- another easy way of seeing how frequently a given problem is 
causing our team a headache.  I would expect that using an RTFM by any 
of the three means would end in tying the response to the RTFM article 
via the RefersTo field.

Along these same lines -- can someone point me to something that would 
allow me to change the formatting of responses such that RTFM articles 
aren't always included at the top of the response?  This is especially 
important when there is the initial user inquiry and respondant's 
signature below.

Thanks for any insights here.  I am happy to document any 
improvements/changes we end up making for the next person.

Steve


From trentt at ssi-invest.com  Mon Apr 21 16:45:32 2008
From: trentt at ssi-invest.com (Trenton Taylor)
Date: Mon, 21 Apr 2008 13:45:32 -0700
Subject: [rt-users] error upgrading from 3.4.5 to 3.6.4
	(via	etc/upgrade/3.5.1 script)
In-Reply-To: <480CF37F.7030901@lbl.gov>
Message-ID: <98EF3B16688AEE49A98773C21BD229021E886C@ssimsmx00.ssi.local>

Well now you nailed down exactly what my issue is. I don't have the "My
Tickets" or "Unowned Tickets" in the options. When I try to run the 3
upgrade scripts, I get the following:

1. [root at ssilxapp00 ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
--prompt-for-dba-password --action schema
In order to create or update your RT database,this script needs to
connect to your mysql instance on localhost as root.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
Creating database schema.
Problem with statement:


CREATE TABLE Attachments (
  id INTEGER NOT NULL  AUTO_INCREMENT,
  TransactionId integer NOT NULL  ,
  Parent integer NOT NULL DEFAULT 0  ,
  MessageId varchar(160) NULL  ,
  Subject varchar(255) NULL  ,
  Filename varchar(255) NULL  ,
  ContentType varchar(80) NULL  ,
  ContentEncoding varchar(80) NULL  ,
  Content LONGTEXT NULL  ,
  Headers LONGTEXT NULL  ,
  Creator integer NOT NULL DEFAULT 0  ,
  Created DATETIME NULL  ,
  PRIMARY KEY (id)
) TYPE=InnoDB
Table 'Attachments' already exists at /opt/rt3.6/sbin/rt-setup-database
line 220, <SCHEMA> line 464.

2. [root at ssilxapp00 ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
--prompt-for-dba-password --action acl
In order to create or update your RT database,this script needs to
connect to your mysql instance on localhost as root.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
Done setting up database ACLs.

3. [root at ssilxapp00 ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
--prompt-for-dba-password --action insert
In order to create or update your RT database,this script needs to
connect to your mysql instance on localhost as root.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
Use of uninitialized value in concatenation (.) or string at
/opt/rt3.6/sbin/rt-setup-database line 164, <STDIN> line 1.
[Mon Apr 21 20:12:58 2008] [crit]: Can't locate /content in @INC (@INC
contains: /opt/rt3/lib /opt/rt3/local/lib
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
/usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
/usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line 464,
<STDIN> line 1.
 (/opt/rt3/lib/RT.pm:295)



I obviously need to get through these scripts successfully in order to
have those options. 

Any ideas?

Trent





-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Monday, April 21, 2008 1:05 PM
To: Trenton Taylor
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
etc/upgrade/3.5.1 script)

Trenton,


	By webpage, do you mean the Homepage? In 3.6.4, the first time
any user 
signs on it will be blank. that's because the homepage settings (click 
"Edit" on the right of the "RT at a glance" tool bar (blue). Select what

you want to see and then click "home". After that, the homepage will 
come up with your selections every time. As to the DB upgrade, I'd 
advise to run all three commands anyway, can't hurt.


Kenn
LBNL

On 4/21/2008 12:49 PM, Trenton Taylor wrote:
> I tried running my old database (the one that installs with 3.4.5) and
> the webpage is blank after a user logs in.
> 
> If I skip the Schema and run the Insert, I get:
> 
> Use of uninitialized value in concatenation (.) or string at
> /opt/rt3.6/sbin/rt-setup-database line 164, <STDIN> line 1.
> [Mon Apr 21 19:45:31 2008] [crit]: Can't locate /content in @INC (@INC
> contains: /opt/rt3/lib /opt/rt3/local/lib
> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
> /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
> /usr/lib/perl5/vendor_perl
/usr/lib/perl5/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line 464,
> <STDIN> line 1.
>  (/opt/rt3/lib/RT.pm:295)
> 
> 
> 
> Thanks for the help ... Any more ideas?
> 
> 
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Monday, April 21, 2008 12:38 PM
> To: Trenton Taylor
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
> etc/upgrade/3.5.1 script)
> 
> Trenton,
> 
> 
> 
> 	What I found was that I didn't need to BUILD the schema, just
> upgrade 
> it. In fact, there are 3 DB upgrade executions we did (due to 3.5.1), 
> which were:
> 
> 	1) action schema
> 	2) action acl
> 	3) action insert
> 
> 	Turns out, the only one that did anything was action insert. The
> DB 
> changes due to 3.5.1 do not really change any schema design or major 
> stuff like that, it merely adds two new queries (10 unowned & my 
> tickets) as default and updates the privileges so they can be used. I 
> actually upgraded and forgot to run the DB upgrade part and RT worked 
> fine, except those two queries were NOT listed or available. I ran the

> three actions and those two queries were available for home page 
> selection. I'm not familiar with how MySQL works as a database (in
terms
> 
> of schema changes) so perhaps it requires a rebuild. Here's what I
used 
> as my commands:
> 
> 	1) Typed
> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
> -dba rtadm -prompt-for-dba-password -action schema -datadir 
> etc/upgrade/[3.5.1]" <enter> as one line.
> 	2) Typed
> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
> -dba rtadm -prompt-for-dba-password -action acl -datadir 
> etc/upgrade/[3.5.1]" <enter> as one line.
> 	3) Typed
> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
> -dba rtadm -prompt-for-dba-password -action insert -datadir 
> etc/upgrade/[3.5.1]" <enter> as one line.
> 
> 	Hope this helps.
> 
> Kenn
> LBNL
> 
> On 4/21/2008 12:10 PM, Trenton Taylor wrote:
>> Nope ... 
>>
>> Still no upgraded DB. We use Mysql.
>>
>> I am basically running a new instance of RT and an additional archive
> DB
>> now. We don't have many tickets on the new DB so I could easily
delete
>> them if someone could explain to me what is going wrong with the
> upgrade
>> script.
>>
>> Kenn ... what did your upgrade command look like? Anything different
>> than mine? (/opt/rt3.6/sbin/rt-setup-database --action schema \
>> --datadir etc/upgrade/3.5.1 --dba root --prompt-for-dba-password)
>>
>> Thanks in advance to anyone who helps out ...
>>
>> Trent
>>
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>> Sent: Monday, April 21, 2008 12:02 PM
>> To: Trenton Taylor
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
>> etc/upgrade/3.5.1 script)
>>
>> Trenton,
>>
>>
>> 	Did you get an answer to this? I just finished the same upgrade.
>> We use 
>> Oracle.
>>
>> Kenn
>> LBNL
>>
>> On 4/17/2008 8:30 AM, Trenton Taylor wrote:
>>> I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via:
>>>
>>>  
>>>
>>> # command:
>>>
>>> /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir 
>>> etc/upgrade/3.5.1 --dba root --prompt-for-dba-password
>>>
>>>  
>>>
>>> But I am getting this error:
>>>
>>>  
>>>
>>> #:
>>>
>>> Creating database schema.
>>>
>>> Problem with statement:
>>>
>>>  
>>>
>>>  
>>>
>>> CREATE TABLE Attachments (
>>>
>>>   id INTEGER NOT NULL  AUTO_INCREMENT,
>>>
>>>   TransactionId integer NOT NULL  ,
>>>
>>>   Parent integer NOT NULL DEFAULT 0  ,
>>>
>>>   MessageId varchar(160) NULL  ,
>>>
>>>   Subject varchar(255) NULL  ,
>>>
>>>   Filename varchar(255) NULL  ,
>>>
>>>   ContentType varchar(80) NULL  ,
>>>
>>>   ContentEncoding varchar(80) NULL  ,
>>>
>>>   Content LONGTEXT NULL  ,
>>>
>>>   Headers LONGTEXT NULL  ,
>>>
>>>   Creator integer NOT NULL DEFAULT 0  ,
>>>
>>>   Created DATETIME NULL  ,
>>>
>>>   PRIMARY KEY (id)
>>>
>>> ) TYPE=InnoDB
>>>
>>> Table 'Attachments' already exists at
>> /opt/rt3.6/sbin/rt-setup-database 
>>> line 220, <SCHEMA> line 464.
>>>
>>>  
>>>
>>>  
>>>
>>> Thanks in advance -
>>>
>>> Trent
>>>
>>>  
>>>
>>>
>>> Important: The information contained in this e-mail message is 
>>> confidential and is intended only for the named addressee(s). If the

>>> reader of this e-mail message is not an intended recipient (or the 
>>> individual responsible for the delivery of this e-mail message to an

>>> intended recipient), please be advised that any re-use,
> dissemination,
>>> distribution or copying of this e-mail message is prohibited. If you

>>> have received this e-mail message in error, please reply to the
> sender
>>> that you have received the message in error and then delete it.
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
>>
>>
>> Important: The information contained in this e-mail message is
> confidential and is intended only for the named addressee(s). If the
> reader of this e-mail message is not an intended recipient (or the
> individual responsible for the delivery of this e-mail message to an
> intended recipient), please be advised that any re-use, dissemination,
> distribution or copying of this e-mail message is prohibited. If you
> have received this e-mail message in error, please reply to the sender
> that you have received the message in error and then delete it. Thank
> you. 
>>
> 
> 
> 
> Important: The information contained in this e-mail message is
confidential and is intended only for the named addressee(s). If the
reader of this e-mail message is not an intended recipient (or the
individual responsible for the delivery of this e-mail message to an
intended recipient), please be advised that any re-use, dissemination,
distribution or copying of this e-mail message is prohibited. If you
have received this e-mail message in error, please reply to the sender
that you have received the message in error and then delete it. Thank
you. 
> 
> 



Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. 



From judy at epicenter.ucsd.edu  Mon Apr 21 16:51:03 2008
From: judy at epicenter.ucsd.edu (Judy Illeman Gaukel)
Date: Mon, 21 Apr 2008 13:51:03 -0700
Subject: [rt-users] Still struggling with mail that worked that doesn't now
Message-ID: <480CFE37.7010909@epicenter.ucsd.edu>

  Still trying to track down why RT 3.6.3 broke, welcome any input.   Is 
help available?
  Here is "the Stack" -- found in my apache error log files (is there 
really a .pm  with no filename - just an extension??):
Following that, is my configuration.    Sorry to not have posted these 
earlier.

113374  Can't locate RT/Action/.pm in @INC (@INC contains: 
/opt/csw/rt3/local/lib /opt/csw/rt3/lib /opt/csw/lib/perl5/site_perl/5.8.8/s
un4-solaris-thread-multi /opt/csw/lib/perl/5.8.8 
/opt/csw/share/perl/5.8.8 /opt/csw/lib/perl/site_perl 
/opt/csw/share/perl/site_perl /o
pt/csw/lib/perl/csw /opt/csw/share/perl/csw . /opt/csw/apache/ 
/opt/csw/apache/lib/perl) at (eval 1349) line 3.
113375
113376  Stack:
113377    [(eval 1349):3]
113378    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
113379    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
113380    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
113381    [/opt/csw/rt3/lib/RT/Record.pm:1444]
113382    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
113383    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
113384    [/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]
113385    [/opt/csw/rt3/share/html/Ticket/Update.html:137]
113386    [/opt/csw/rt3/share/html/autohandler:292]
113387 
113388 
113389  Stack:
113390    [/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]
113391    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
113392    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
113393    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
113394    [/opt/csw/rt3/lib/RT/Record.pm:1444]
113395    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
113396    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
113397    [/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]
113398    [/opt/csw/rt3/share/html/Ticket/Update.html:137]
113399    [/opt/csw/rt3/share/html/autohandler:292] 
(/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)
113400  [Thu Apr 17 19:42:01 2008] [error]: Scrip Prepare 6 died. - 
Undefined subroutine &Scalar::Util::weaken called at 
/opt/csw/rt3/lib/RT/Action/Generic.pm line 107.
113401 
113402  Stack:
113403    [/opt/csw/rt3/lib/RT/Action/Generic.pm:107]
113404    [/opt/csw/rt3/lib/RT/Action/Generic.pm:79]
113405    [/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:177]
113406    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
113407    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
113408    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
113409    [/opt/csw/rt3/lib/RT/Record.pm:1444]
113410    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
113411    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
113412    [/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]
113413    [/opt/csw/rt3/share/html/Ticket/Update.html:137]
113414    [/opt/csw/rt3/share/html/autohandler:292] 
(/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)
113415  [Thu Apr 17 19:42:01 2008] [error]: Scrip Prepare 1 died. - 
Require of RT::Action:: failed.
113416  Can't locate RT/Action/.pm in @INC (@INC contains: 
/opt/csw/rt3/local/lib /opt/csw/rt3/lib /opt/csw/lib/perl5/site_perl/5.8.8/s
un4-solaris-thread-multi /opt/csw/lib/perl/5.8.8 
/opt/csw/share/perl/5.8.8 /opt/csw/lib/perl/site_perl 
/opt/csw/share/perl/site_perl /o
pt/csw/lib/perl/csw /opt/csw/share/perl/csw . /opt/csw/apache/ 
/opt/csw/apache/lib/perl) at (eval 1360) line 3.
113417 
113418  Stack:
113419    [(eval 1360):3]
113420    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
113421    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
113422    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
113423    [/opt/csw/rt3/lib/RT/Record.pm:1444]
113424    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
113425    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
113426    [/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]
113427    [/opt/csw/rt3/share/html/Ticket/Update.html:137]
113428    [/opt/csw/rt3/share/html/autohandler:292]
113429 
113430 
113431  Stack:
113432    [/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]
113433    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
113434    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
113435    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
113436    [/opt/csw/rt3/lib/RT/Record.pm:1444]
113437    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
113438    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
113439    [/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]
113440    [/opt/csw/rt3/share/html/Ticket/Update.html:137]
113441    [/opt/csw/rt3/share/html/autohandler:292] 
(/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)
113442  [Thu Apr 17 19:42:16 2008] [error]: Scrip Prepare 7 died. - 
Require of RT::Action::rt-3.6.3-561-1208461336-1233 failed.
113443  syntax error at (eval 1300) line 1, near "require RT::Action::rt-"
113444 
113445 
113446  Stack:
113447    [/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]
113448    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
113449    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
113450    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
113451    [/opt/csw/rt3/lib/RT/Record.pm:1444]
113452    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
113453    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
113454    [/opt/csw/rt3/lib/RT/Interface/Web.pm:570]
113455    [/opt/csw/rt3/share/html/Ticket/Display.html:142]
113456    [/opt/csw/rt3/share/html/Ticket/Update.html:216]
113457    [/opt/csw/rt3/share/html/autohandler:292] 
(/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)
113458  [Thu Apr 17 19:42:16 2008] [error]: Scrip Prepare 6 died. - 
Undefined subroutine &Scalar::Util::weaken called at 
/opt/csw/rt3/lib/RT/Action/Generic.pm line 107.
113459 
113460  Stack:
113461    [/opt/csw/rt3/lib/RT/Action/Generic.pm:107]
113462    [/opt/csw/rt3/lib/RT/Action/Generic.pm:79]
113463    [/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:177]
113464    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
113465    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
113466    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
113467    [/opt/csw/rt3/lib/RT/Record.pm:1444]
113468    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
113469    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
113470    [/opt/csw/rt3/lib/RT/Interface/Web.pm:570]
113471    [/opt/csw/rt3/share/html/Ticket/Display.html:142]
113472    [/opt/csw/rt3/share/html/Ticket/Update.html:216]
113473    [/opt/csw/rt3/share/html/autohandler:292] 
(/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)
113474  [Thu Apr 17 19:42:16 2008] [error]: Scrip Prepare 1 died. - 
Require of RT::Action::rt-3.6.3-561-1208461336-1233 failed.
113475  syntax error at (eval 1311) line 1, near "require RT::Action::rt-"
113476 
113477 
113478  Stack:
113479    [/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]
113480    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
113481    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
113482    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
113483    [/opt/csw/rt3/lib/RT/Record.pm:1444]
113484    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
113485    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
113486    [/opt/csw/rt3/lib/RT/Interface/Web.pm:570]
113487    [/opt/csw/rt3/share/html/Ticket/Display.html:142]
113488    [/opt/csw/rt3/share/html/Ticket/Update.html:216]
113489    [/opt/csw/rt3/share/html/autohandler:292] 
(/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------


    Loaded perl modules

Perl v5.8.8 under solaris 
  Apache v1.27;
  Apache::Connection v1.00;
  Apache::Constants v1.09;
  Apache::DBI v1.05;
  Apache::Registry v2.01;
  Apache::Request v1.33;
  Apache::Server v1.01;
  Apache::Session v1.82;
  Apache::Session::Generate::MD5 v2.1;
  Apache::Session::Lock::MySQL v1.00;
  Apache::Session::MySQL v1.01;
  Apache::Session::Serialize::Storable v1.00;
  Apache::Session::Store::DBI v1.02;
  Apache::Session::Store::MySQL v1.04;
  Apache::Status v2.03;
  Apache::Table v0.01;
  AutoLoader v5.60;
  B v1.09_01;
  base v2.07;
  Benchmark v1.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.27;
  Carp v1.04;
  CGI v3.27;
  CGI::Cookie v1.27;
  CGI::Util v1.5;
  Class::Container v0.12;
  Class::Data::Inheritable v0.06;
  Class::ReturnValue v0.53;
  Clone v0.22;
  constant v1.05;
  Cwd v3.24;
  Data::Dumper v2.121_08;
  Date::Format v2.22;
  Date::Parse v2.27;
  DBD::mysql v4.004;
  DBI v1.54;
  DBIx::SearchBuilder v1.45;
  DBIx::SearchBuilder::Union v0;
  DBIx::SearchBuilder::Unique v0.01;
  Devel::StackTrace v1.13;
  Devel::StackTraceFrame v0.6;
  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;
  Encode::Guess v2.00;
  Encode::Unicode v2.02;
  Errno v1.0901;
  Exception::Class v1.23;
  Exception::Class::Base v1.2;
  Exporter v5.58;
  Exporter::Heavy v5.58;
  Fcntl v1.05;
  File::Basename v2.74;
  File::Glob v1.05;
  File::Path v1.08;
  File::Spec v3.24;
  File::Spec::Unix v1.5;
  File::Temp v0.18;
  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 v3.56;
  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::Wrap v2.110;
  IO::WrapTie v2.110;
  IPC::Open2 v1.02;
  IPC::Open3 v1.02;
  lib v0.5565;
  List::Util v1.19;
  Locale::Maketext v1.09;
  Locale::Maketext::Fuzzy v0.02;
  Locale::Maketext::Lexicon v0.62;
  Locale::Maketext::Lexicon::Gettext v0.15;
  Log::Dispatch v2.16;
  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::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 v1.29;
  Module::Versions::Report v1.02;
  overload v1.04;
  Params::Validate v0.87;
  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 v1.19;
  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 v2.02;
  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 v2006.0814;
  Time::Timezone v2006.0814;
  Time::Zone v2.22;
  Tree::Simple v1.17;
  UNIVERSAL v1.01;
  UNIVERSAL::require v0.11;
  URI v1.35;
  URI::Escape v3.28;
  URI::URL v5.03;
  URI::WithBase v2.19;
  utf8 v1.06;
  vars v1.01;
  warnings v1.05;
  warnings::register v1.01;
  XSLoader v0.06;




    RT Variables

RT::AmbiguousDayInPast 	1
RT::BasePath 	/opt/csw/rt3
RT::BinPath 	/opt/csw/rt3/bin
RT::CORE_CONFIG_FILE 	/opt/csw/rt3/etc/RT_Config.pm
RT::CommentAddress 	rt-comment at idahub.ucsd.edu
RT::CorrespondAddress 	rt-comment at idahub.ucsd.edu
RT::DatabaseHost 	localhost
RT::DatabaseName 	rt3
RT::DatabasePassword 	/Password not printed/
RT::DatabaseRTHost 	localhost
RT::DatabaseType 	mysql
RT::DatabaseUser 	mmmm
RT::DateDayBeforeMonth 	1
RT::DefaultSearchResultFormat 	'<B><A 
HREF="/rt3/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', 
'<B><A 
HREF="/rt3/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/csw/rt3/etc
RT::FriendlyFromLineFormat 	"%s via RT" <%s>
RT::FriendlyToLineFormat 	"%s of ucsd.edu Ticket #%s":;
RT::LocalEtcPath 	/opt/csw/rt3/local/etc
RT::LocalLexiconPath 	/opt/csw/rt3/local/po
RT::LocalPath 	/opt/csw/rt3/local
RT::LogDir 	/opt/csw/rt3/var/log
RT::LogToFileNamed 	rt.log
RT::LogToScreen 	error
RT::LogToSyslog 	debug
RT::LogoURL 	/rt3/NoAuth/images/PROJECT_IDA.jpg
RT::LoopsToRTOwner 	1
RT::MailCommand 	sendmail
RT::MasonComponentRoot 	/opt/csw/rt3/share/html
RT::MasonDataDir 	/opt/csw/rt3/var/mason_data
RT::MasonLocalComponentRoot 	/opt/csw/rt3/local/html
RT::MasonSessionDir 	/opt/csw/rt3/var/session_data
RT::MaxAttachmentSize 	10000000
RT::MaxInlineBody 	13456
RT::MessageBoxWidth 	72
RT::MessageBoxWrap 	HARD
RT::MinimumPasswordLength 	5
RT::NotifyActor 	1
RT::Organization 	ucsd.edu
RT::OwnerEmail 	judy
RT::ParseNewMessageForTicketCcs 	1
RT::RTAddressRegexp 	^rt\@idahub.ucsd.edu$
RT::RecordOutgoingEmail 	1
RT::RedistributeAutoGeneratedMessages 	privileged
RT::SITE_CONFIG_FILE 	/opt/csw/rt3/etc/RT_SiteConfig.pm
RT::SendmailArguments 	-oi -t -ODeliveryMode=b -OErrorMode=m
RT::SendmailBounceArguments 	-f "<>"
RT::SendmailPath 	/usr/sbin/sendmail
RT::ShowTransactionImages 	1
RT::StatementLog 	1
RT::StoreLoops 	1
RT::StrictLinkACL 	1
RT::Timezone 	US/Pacific
RT::UseFriendlyFromLine 	1
RT::VERSION 	3.6.3
RT::VarPath 	/opt/csw/rt3/var
RT::WebBaseURL 	http://idahub.ucsd.edu:80
RT::WebDefaultStylesheet 	3.5-default
RT::WebFlushDbCacheEveryRequest 	1
RT::WebImagesURL 	/rt3/NoAuth/images/
RT::WebPath 	/rt3
RT::WebPort 	80
RT::WebURL 	http://idahub.ucsd.edu:80/rt3/
RT::WikiImplicitLinks 	1
RT::rtname 	ucsd.edu


    Perl configuration

Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
  Platform:
    osname=solaris, osvers=2.8, archname=sun4-solaris-thread-multi
    uname='sunos ra 5.8 generic_117350-46 sun4u sparc sunw,sun-blade-1000'
    config_args=''
    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 -xO3 -xarch=v8 -xspace -xildoff -I/opt/csw/bdb44/include -I/opt/csw/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64',
    optimize='-xO3 -xarch=v8 -xspace -xildoff',
    cppflags='-D_REENTRANT -xO3 -xarch=v8 -xspace -xildoff -I/opt/csw/bdb44/include -I/opt/csw/include'
    ccversion='Sun C 5.8 Patch 121015-04 2007/01/10', gccversion='', gccosandvers=''
    intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=4321
    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16
    ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8
    alignbytes=8, prototype=define
  Linker and Libraries:
    ld='cc', ldflags ='-xarch=v8 -L/opt/csw/bdb44/lib -L/opt/csw/lib -L/usr/lib -L/usr/ccs/lib -L/opt/SUNWspro/prod/lib/v8plus -L/opt/SUNWspro/prod/lib -L/lib'
    libpth=/usr/lib /usr/ccs/lib /opt/SUNWspro/prod/lib/v8plus /opt/SUNWspro/prod/lib /lib /opt/csw/lib
    libs=-lsocket -lnsl -lgdbm -ldb-4.4 -ldl -lm -lpthread -lc
    perllibs=-lsocket -lnsl -ldb-4.4 -ldl -lm -lpthread -lc
    libc=/lib/libc.so, so=so, useshrplib=true, libperl=libperl.so.5.8.8
    gnulibc_version=''
  Dynamic Linking:
    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-R /opt/csw/lib'
    cccdlflags='-KPIC', lddlflags='-G -L/opt/csw/bdb44/lib -L/opt/csw/lib -L/usr/lib -L/usr/ccs/lib -L/opt/SUNWspro/prod/lib/v8plus -L/opt/SUNWspro/prod/lib -L/lib'



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From ldbout at gmail.com  Mon Apr 21 17:15:07 2008
From: ldbout at gmail.com (LDB)
Date: Mon, 21 Apr 2008 17:15:07 -0400
Subject: [rt-users] Categories not showing when I log in ...
Message-ID: <E68FF527-EF95-4894-8577-DCCF2BE1F7CA@gmail.com>

With the upgrade to 3.6.6 I am not seeing anything listed for "Highest  
priority tickets that I own"
and "longest neglected high priority tickets that I own", and there  
are no "Top closers".

Any ideas what I am missing?

Thanks,

LDB


From elacour at easter-eggs.com  Mon Apr 21 17:17:57 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 21 Apr 2008 23:17:57 +0200
Subject: [rt-users] Categories not showing when I log in ...
In-Reply-To: <E68FF527-EF95-4894-8577-DCCF2BE1F7CA@gmail.com>
References: <E68FF527-EF95-4894-8577-DCCF2BE1F7CA@gmail.com>
Message-ID: <20080421211756.GA5754@easter-eggs.com>

On Mon, Apr 21, 2008 at 05:15:07PM -0400, LDB wrote:
> With the upgrade to 3.6.6 I am not seeing anything listed for "Highest  
> priority tickets that I own"
> and "longest neglected high priority tickets that I own", and there  
> are no "Top closers".
> 
> Any ideas what I am missing?
> 

Did you did a "make testdeps" before upgrade ?

Maybe you're missing some dependencies (SearchBuilder, ...) versions ?



From KFCrocker at lbl.gov  Mon Apr 21 17:27:41 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 21 Apr 2008 14:27:41 -0700
Subject: [rt-users] error upgrading from 3.4.5 to 3.6.4
 (via	etc/upgrade/3.5.1 script)
In-Reply-To: <98EF3B16688AEE49A98773C21BD229021E886C@ssimsmx00.ssi.local>
References: <98EF3B16688AEE49A98773C21BD229021E886C@ssimsmx00.ssi.local>
Message-ID: <480D06CD.1070906@lbl.gov>

Trenton,


	Yep. Access to DataBases for the purpose of altering them is always 
limited. I had to have the permissions changed so I could run those 
scripts, then change them back to whatever. I suggest you speak to your 
DBA and Unix technicians about this.


Kenn
LBNL

On 4/21/2008 1:45 PM, Trenton Taylor wrote:
> Well now you nailed down exactly what my issue is. I don't have the "My
> Tickets" or "Unowned Tickets" in the options. When I try to run the 3
> upgrade scripts, I get the following:
> 
> 1. [root at ssilxapp00 ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
> --prompt-for-dba-password --action schema
> In order to create or update your RT database,this script needs to
> connect to your mysql instance on localhost as root.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
> 
> Password:
> Creating database schema.
> Problem with statement:
> 
> 
> CREATE TABLE Attachments (
>   id INTEGER NOT NULL  AUTO_INCREMENT,
>   TransactionId integer NOT NULL  ,
>   Parent integer NOT NULL DEFAULT 0  ,
>   MessageId varchar(160) NULL  ,
>   Subject varchar(255) NULL  ,
>   Filename varchar(255) NULL  ,
>   ContentType varchar(80) NULL  ,
>   ContentEncoding varchar(80) NULL  ,
>   Content LONGTEXT NULL  ,
>   Headers LONGTEXT NULL  ,
>   Creator integer NOT NULL DEFAULT 0  ,
>   Created DATETIME NULL  ,
>   PRIMARY KEY (id)
> ) TYPE=InnoDB
> Table 'Attachments' already exists at /opt/rt3.6/sbin/rt-setup-database
> line 220, <SCHEMA> line 464.
> 
> 2. [root at ssilxapp00 ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
> --prompt-for-dba-password --action acl
> In order to create or update your RT database,this script needs to
> connect to your mysql instance on localhost as root.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
> 
> Password:
> Done setting up database ACLs.
> 
> 3. [root at ssilxapp00 ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
> --prompt-for-dba-password --action insert
> In order to create or update your RT database,this script needs to
> connect to your mysql instance on localhost as root.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
> 
> Password:
> Use of uninitialized value in concatenation (.) or string at
> /opt/rt3.6/sbin/rt-setup-database line 164, <STDIN> line 1.
> [Mon Apr 21 20:12:58 2008] [crit]: Can't locate /content in @INC (@INC
> contains: /opt/rt3/lib /opt/rt3/local/lib
> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
> /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
> /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line 464,
> <STDIN> line 1.
>  (/opt/rt3/lib/RT.pm:295)
> 
> 
> 
> I obviously need to get through these scripts successfully in order to
> have those options. 
> 
> Any ideas?
> 
> Trent
> 
> 
> 
> 
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Monday, April 21, 2008 1:05 PM
> To: Trenton Taylor
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
> etc/upgrade/3.5.1 script)
> 
> Trenton,
> 
> 
> 	By webpage, do you mean the Homepage? In 3.6.4, the first time
> any user 
> signs on it will be blank. that's because the homepage settings (click 
> "Edit" on the right of the "RT at a glance" tool bar (blue). Select what
> 
> you want to see and then click "home". After that, the homepage will 
> come up with your selections every time. As to the DB upgrade, I'd 
> advise to run all three commands anyway, can't hurt.
> 
> 
> Kenn
> LBNL
> 
> On 4/21/2008 12:49 PM, Trenton Taylor wrote:
>> I tried running my old database (the one that installs with 3.4.5) and
>> the webpage is blank after a user logs in.
>>
>> If I skip the Schema and run the Insert, I get:
>>
>> Use of uninitialized value in concatenation (.) or string at
>> /opt/rt3.6/sbin/rt-setup-database line 164, <STDIN> line 1.
>> [Mon Apr 21 19:45:31 2008] [crit]: Can't locate /content in @INC (@INC
>> contains: /opt/rt3/lib /opt/rt3/local/lib
>> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
>> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
>> /usr/lib/perl5/site_perl
>> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
>> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
>> /usr/lib/perl5/vendor_perl
> /usr/lib/perl5/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line 464,
>> <STDIN> line 1.
>>  (/opt/rt3/lib/RT.pm:295)
>>
>>
>>
>> Thanks for the help ... Any more ideas?
>>
>>
>>
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>> Sent: Monday, April 21, 2008 12:38 PM
>> To: Trenton Taylor
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
>> etc/upgrade/3.5.1 script)
>>
>> Trenton,
>>
>>
>>
>> 	What I found was that I didn't need to BUILD the schema, just
>> upgrade 
>> it. In fact, there are 3 DB upgrade executions we did (due to 3.5.1), 
>> which were:
>>
>> 	1) action schema
>> 	2) action acl
>> 	3) action insert
>>
>> 	Turns out, the only one that did anything was action insert. The
>> DB 
>> changes due to 3.5.1 do not really change any schema design or major 
>> stuff like that, it merely adds two new queries (10 unowned & my 
>> tickets) as default and updates the privileges so they can be used. I 
>> actually upgraded and forgot to run the DB upgrade part and RT worked 
>> fine, except those two queries were NOT listed or available. I ran the
> 
>> three actions and those two queries were available for home page 
>> selection. I'm not familiar with how MySQL works as a database (in
> terms
>> of schema changes) so perhaps it requires a rebuild. Here's what I
> used 
>> as my commands:
>>
>> 	1) Typed
>> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
>> -dba rtadm -prompt-for-dba-password -action schema -datadir 
>> etc/upgrade/[3.5.1]" <enter> as one line.
>> 	2) Typed
>> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
>> -dba rtadm -prompt-for-dba-password -action acl -datadir 
>> etc/upgrade/[3.5.1]" <enter> as one line.
>> 	3) Typed
>> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
>> -dba rtadm -prompt-for-dba-password -action insert -datadir 
>> etc/upgrade/[3.5.1]" <enter> as one line.
>>
>> 	Hope this helps.
>>
>> Kenn
>> LBNL
>>
>> On 4/21/2008 12:10 PM, Trenton Taylor wrote:
>>> Nope ... 
>>>
>>> Still no upgraded DB. We use Mysql.
>>>
>>> I am basically running a new instance of RT and an additional archive
>> DB
>>> now. We don't have many tickets on the new DB so I could easily
> delete
>>> them if someone could explain to me what is going wrong with the
>> upgrade
>>> script.
>>>
>>> Kenn ... what did your upgrade command look like? Anything different
>>> than mine? (/opt/rt3.6/sbin/rt-setup-database --action schema \
>>> --datadir etc/upgrade/3.5.1 --dba root --prompt-for-dba-password)
>>>
>>> Thanks in advance to anyone who helps out ...
>>>
>>> Trent
>>>
>>> -----Original Message-----
>>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>>> Sent: Monday, April 21, 2008 12:02 PM
>>> To: Trenton Taylor
>>> Cc: rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
>>> etc/upgrade/3.5.1 script)
>>>
>>> Trenton,
>>>
>>>
>>> 	Did you get an answer to this? I just finished the same upgrade.
>>> We use 
>>> Oracle.
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 4/17/2008 8:30 AM, Trenton Taylor wrote:
>>>> I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via:
>>>>
>>>>  
>>>>
>>>> # command:
>>>>
>>>> /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir 
>>>> etc/upgrade/3.5.1 --dba root --prompt-for-dba-password
>>>>
>>>>  
>>>>
>>>> But I am getting this error:
>>>>
>>>>  
>>>>
>>>> #:
>>>>
>>>> Creating database schema.
>>>>
>>>> Problem with statement:
>>>>
>>>>  
>>>>
>>>>  
>>>>
>>>> CREATE TABLE Attachments (
>>>>
>>>>   id INTEGER NOT NULL  AUTO_INCREMENT,
>>>>
>>>>   TransactionId integer NOT NULL  ,
>>>>
>>>>   Parent integer NOT NULL DEFAULT 0  ,
>>>>
>>>>   MessageId varchar(160) NULL  ,
>>>>
>>>>   Subject varchar(255) NULL  ,
>>>>
>>>>   Filename varchar(255) NULL  ,
>>>>
>>>>   ContentType varchar(80) NULL  ,
>>>>
>>>>   ContentEncoding varchar(80) NULL  ,
>>>>
>>>>   Content LONGTEXT NULL  ,
>>>>
>>>>   Headers LONGTEXT NULL  ,
>>>>
>>>>   Creator integer NOT NULL DEFAULT 0  ,
>>>>
>>>>   Created DATETIME NULL  ,
>>>>
>>>>   PRIMARY KEY (id)
>>>>
>>>> ) TYPE=InnoDB
>>>>
>>>> Table 'Attachments' already exists at
>>> /opt/rt3.6/sbin/rt-setup-database 
>>>> line 220, <SCHEMA> line 464.
>>>>
>>>>  
>>>>
>>>>  
>>>>
>>>> Thanks in advance -
>>>>
>>>> Trent
>>>>
>>>>  
>>>>
>>>>
>>>> Important: The information contained in this e-mail message is 
>>>> confidential and is intended only for the named addressee(s). If the
> 
>>>> reader of this e-mail message is not an intended recipient (or the 
>>>> individual responsible for the delivery of this e-mail message to an
> 
>>>> intended recipient), please be advised that any re-use,
>> dissemination,
>>>> distribution or copying of this e-mail message is prohibited. If you
> 
>>>> have received this e-mail message in error, please reply to the
>> sender
>>>> that you have received the message in error and then delete it.
> 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
>>>
>>> Important: The information contained in this e-mail message is
>> confidential and is intended only for the named addressee(s). If the
>> reader of this e-mail message is not an intended recipient (or the
>> individual responsible for the delivery of this e-mail message to an
>> intended recipient), please be advised that any re-use, dissemination,
>> distribution or copying of this e-mail message is prohibited. If you
>> have received this e-mail message in error, please reply to the sender
>> that you have received the message in error and then delete it. Thank
>> you. 
>>
>>
>> Important: The information contained in this e-mail message is
> confidential and is intended only for the named addressee(s). If the
> reader of this e-mail message is not an intended recipient (or the
> individual responsible for the delivery of this e-mail message to an
> intended recipient), please be advised that any re-use, dissemination,
> distribution or copying of this e-mail message is prohibited. If you
> have received this e-mail message in error, please reply to the sender
> that you have received the message in error and then delete it. Thank
> you. 
>>
> 
> 
> 
> Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. 
> 
> 



From trentt at ssi-invest.com  Mon Apr 21 17:31:00 2008
From: trentt at ssi-invest.com (Trenton Taylor)
Date: Mon, 21 Apr 2008 14:31:00 -0700
Subject: [rt-users] error upgrading from 3.4.5 to 3.6.4
	(via	etc/upgrade/3.5.1 script)
In-Reply-To: <480D06CD.1070906@lbl.gov>
Message-ID: <98EF3B16688AEE49A98773C21BD229021E8870@ssimsmx00.ssi.local>

I'm running the script as root with the root password for the SQL
database. I can give myself whatever permissions needed. Am I missing
that step? I though root had unlimited privilege to the DB.

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Monday, April 21, 2008 2:28 PM
To: Trenton Taylor
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
etc/upgrade/3.5.1 script)

Trenton,


	Yep. Access to DataBases for the purpose of altering them is
always 
limited. I had to have the permissions changed so I could run those 
scripts, then change them back to whatever. I suggest you speak to your 
DBA and Unix technicians about this.


Kenn
LBNL

On 4/21/2008 1:45 PM, Trenton Taylor wrote:
> Well now you nailed down exactly what my issue is. I don't have the
"My
> Tickets" or "Unowned Tickets" in the options. When I try to run the 3
> upgrade scripts, I get the following:
> 
> 1. [root at ssilxapp00 ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
> --prompt-for-dba-password --action schema
> In order to create or update your RT database,this script needs to
> connect to your mysql instance on localhost as root.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
> 
> Password:
> Creating database schema.
> Problem with statement:
> 
> 
> CREATE TABLE Attachments (
>   id INTEGER NOT NULL  AUTO_INCREMENT,
>   TransactionId integer NOT NULL  ,
>   Parent integer NOT NULL DEFAULT 0  ,
>   MessageId varchar(160) NULL  ,
>   Subject varchar(255) NULL  ,
>   Filename varchar(255) NULL  ,
>   ContentType varchar(80) NULL  ,
>   ContentEncoding varchar(80) NULL  ,
>   Content LONGTEXT NULL  ,
>   Headers LONGTEXT NULL  ,
>   Creator integer NOT NULL DEFAULT 0  ,
>   Created DATETIME NULL  ,
>   PRIMARY KEY (id)
> ) TYPE=InnoDB
> Table 'Attachments' already exists at
/opt/rt3.6/sbin/rt-setup-database
> line 220, <SCHEMA> line 464.
> 
> 2. [root at ssilxapp00 ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
> --prompt-for-dba-password --action acl
> In order to create or update your RT database,this script needs to
> connect to your mysql instance on localhost as root.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
> 
> Password:
> Done setting up database ACLs.
> 
> 3. [root at ssilxapp00 ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
> --prompt-for-dba-password --action insert
> In order to create or update your RT database,this script needs to
> connect to your mysql instance on localhost as root.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
> 
> Password:
> Use of uninitialized value in concatenation (.) or string at
> /opt/rt3.6/sbin/rt-setup-database line 164, <STDIN> line 1.
> [Mon Apr 21 20:12:58 2008] [crit]: Can't locate /content in @INC (@INC
> contains: /opt/rt3/lib /opt/rt3/local/lib
> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
> /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
> /usr/lib/perl5/vendor_perl
/usr/lib/perl5/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line 464,
> <STDIN> line 1.
>  (/opt/rt3/lib/RT.pm:295)
> 
> 
> 
> I obviously need to get through these scripts successfully in order to
> have those options. 
> 
> Any ideas?
> 
> Trent
> 
> 
> 
> 
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Monday, April 21, 2008 1:05 PM
> To: Trenton Taylor
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
> etc/upgrade/3.5.1 script)
> 
> Trenton,
> 
> 
> 	By webpage, do you mean the Homepage? In 3.6.4, the first time
> any user 
> signs on it will be blank. that's because the homepage settings (click

> "Edit" on the right of the "RT at a glance" tool bar (blue). Select
what
> 
> you want to see and then click "home". After that, the homepage will 
> come up with your selections every time. As to the DB upgrade, I'd 
> advise to run all three commands anyway, can't hurt.
> 
> 
> Kenn
> LBNL
> 
> On 4/21/2008 12:49 PM, Trenton Taylor wrote:
>> I tried running my old database (the one that installs with 3.4.5)
and
>> the webpage is blank after a user logs in.
>>
>> If I skip the Schema and run the Insert, I get:
>>
>> Use of uninitialized value in concatenation (.) or string at
>> /opt/rt3.6/sbin/rt-setup-database line 164, <STDIN> line 1.
>> [Mon Apr 21 19:45:31 2008] [crit]: Can't locate /content in @INC
(@INC
>> contains: /opt/rt3/lib /opt/rt3/local/lib
>> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
>> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
>> /usr/lib/perl5/site_perl
>> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
>> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
>> /usr/lib/perl5/vendor_perl
> /usr/lib/perl5/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line
464,
>> <STDIN> line 1.
>>  (/opt/rt3/lib/RT.pm:295)
>>
>>
>>
>> Thanks for the help ... Any more ideas?
>>
>>
>>
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>> Sent: Monday, April 21, 2008 12:38 PM
>> To: Trenton Taylor
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
>> etc/upgrade/3.5.1 script)
>>
>> Trenton,
>>
>>
>>
>> 	What I found was that I didn't need to BUILD the schema, just
>> upgrade 
>> it. In fact, there are 3 DB upgrade executions we did (due to 3.5.1),

>> which were:
>>
>> 	1) action schema
>> 	2) action acl
>> 	3) action insert
>>
>> 	Turns out, the only one that did anything was action insert. The
>> DB 
>> changes due to 3.5.1 do not really change any schema design or major 
>> stuff like that, it merely adds two new queries (10 unowned & my 
>> tickets) as default and updates the privileges so they can be used. I

>> actually upgraded and forgot to run the DB upgrade part and RT worked

>> fine, except those two queries were NOT listed or available. I ran
the
> 
>> three actions and those two queries were available for home page 
>> selection. I'm not familiar with how MySQL works as a database (in
> terms
>> of schema changes) so perhaps it requires a rebuild. Here's what I
> used 
>> as my commands:
>>
>> 	1) Typed
>> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
>> -dba rtadm -prompt-for-dba-password -action schema -datadir 
>> etc/upgrade/[3.5.1]" <enter> as one line.
>> 	2) Typed
>> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
>> -dba rtadm -prompt-for-dba-password -action acl -datadir 
>> etc/upgrade/[3.5.1]" <enter> as one line.
>> 	3) Typed
>> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
>> -dba rtadm -prompt-for-dba-password -action insert -datadir 
>> etc/upgrade/[3.5.1]" <enter> as one line.
>>
>> 	Hope this helps.
>>
>> Kenn
>> LBNL
>>
>> On 4/21/2008 12:10 PM, Trenton Taylor wrote:
>>> Nope ... 
>>>
>>> Still no upgraded DB. We use Mysql.
>>>
>>> I am basically running a new instance of RT and an additional
archive
>> DB
>>> now. We don't have many tickets on the new DB so I could easily
> delete
>>> them if someone could explain to me what is going wrong with the
>> upgrade
>>> script.
>>>
>>> Kenn ... what did your upgrade command look like? Anything different
>>> than mine? (/opt/rt3.6/sbin/rt-setup-database --action schema \
>>> --datadir etc/upgrade/3.5.1 --dba root --prompt-for-dba-password)
>>>
>>> Thanks in advance to anyone who helps out ...
>>>
>>> Trent
>>>
>>> -----Original Message-----
>>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>>> Sent: Monday, April 21, 2008 12:02 PM
>>> To: Trenton Taylor
>>> Cc: rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
>>> etc/upgrade/3.5.1 script)
>>>
>>> Trenton,
>>>
>>>
>>> 	Did you get an answer to this? I just finished the same upgrade.
>>> We use 
>>> Oracle.
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 4/17/2008 8:30 AM, Trenton Taylor wrote:
>>>> I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via:
>>>>
>>>>  
>>>>
>>>> # command:
>>>>
>>>> /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir 
>>>> etc/upgrade/3.5.1 --dba root --prompt-for-dba-password
>>>>
>>>>  
>>>>
>>>> But I am getting this error:
>>>>
>>>>  
>>>>
>>>> #:
>>>>
>>>> Creating database schema.
>>>>
>>>> Problem with statement:
>>>>
>>>>  
>>>>
>>>>  
>>>>
>>>> CREATE TABLE Attachments (
>>>>
>>>>   id INTEGER NOT NULL  AUTO_INCREMENT,
>>>>
>>>>   TransactionId integer NOT NULL  ,
>>>>
>>>>   Parent integer NOT NULL DEFAULT 0  ,
>>>>
>>>>   MessageId varchar(160) NULL  ,
>>>>
>>>>   Subject varchar(255) NULL  ,
>>>>
>>>>   Filename varchar(255) NULL  ,
>>>>
>>>>   ContentType varchar(80) NULL  ,
>>>>
>>>>   ContentEncoding varchar(80) NULL  ,
>>>>
>>>>   Content LONGTEXT NULL  ,
>>>>
>>>>   Headers LONGTEXT NULL  ,
>>>>
>>>>   Creator integer NOT NULL DEFAULT 0  ,
>>>>
>>>>   Created DATETIME NULL  ,
>>>>
>>>>   PRIMARY KEY (id)
>>>>
>>>> ) TYPE=InnoDB
>>>>
>>>> Table 'Attachments' already exists at
>>> /opt/rt3.6/sbin/rt-setup-database 
>>>> line 220, <SCHEMA> line 464.
>>>>
>>>>  
>>>>
>>>>  
>>>>
>>>> Thanks in advance -
>>>>
>>>> Trent
>>>>
>>>>  
>>>>
>>>>
>>>> Important: The information contained in this e-mail message is 
>>>> confidential and is intended only for the named addressee(s). If
the
> 
>>>> reader of this e-mail message is not an intended recipient (or the 
>>>> individual responsible for the delivery of this e-mail message to
an
> 
>>>> intended recipient), please be advised that any re-use,
>> dissemination,
>>>> distribution or copying of this e-mail message is prohibited. If
you
> 
>>>> have received this e-mail message in error, please reply to the
>> sender
>>>> that you have received the message in error and then delete it.
> 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
>>>
>>> Important: The information contained in this e-mail message is
>> confidential and is intended only for the named addressee(s). If the
>> reader of this e-mail message is not an intended recipient (or the
>> individual responsible for the delivery of this e-mail message to an
>> intended recipient), please be advised that any re-use,
dissemination,
>> distribution or copying of this e-mail message is prohibited. If you
>> have received this e-mail message in error, please reply to the
sender
>> that you have received the message in error and then delete it. Thank
>> you. 
>>
>>
>> Important: The information contained in this e-mail message is
> confidential and is intended only for the named addressee(s). If the
> reader of this e-mail message is not an intended recipient (or the
> individual responsible for the delivery of this e-mail message to an
> intended recipient), please be advised that any re-use, dissemination,
> distribution or copying of this e-mail message is prohibited. If you
> have received this e-mail message in error, please reply to the sender
> that you have received the message in error and then delete it. Thank
> you. 
>>
> 
> 
> 
> Important: The information contained in this e-mail message is
confidential and is intended only for the named addressee(s). If the
reader of this e-mail message is not an intended recipient (or the
individual responsible for the delivery of this e-mail message to an
intended recipient), please be advised that any re-use, dissemination,
distribution or copying of this e-mail message is prohibited. If you
have received this e-mail message in error, please reply to the sender
that you have received the message in error and then delete it. Thank
you. 
> 
> 



Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. 



From gevans at hcc.net  Mon Apr 21 17:35:42 2008
From: gevans at hcc.net (Greg Evans)
Date: Mon, 21 Apr 2008 14:35:42 -0700
Subject: [rt-users] Timer for TimeWorked
Message-ID: <008101c8a3f7$a6c86660$1200a8c0@hcc.local>

Hello all,

I am attempting to implement a timer for the "TimeWorked" field so that
technicians do not have to manually enter the time worked on each ticket
(from creation to close). I have created two timers, one in perl and one in
javascript (ok, I borrowed the one in javascript). They both work just fine
when tested. The Javascript one works on a webpage, and the perl one works
from the CLI. 

I cannot, for the life of me, make either one work with RT.  The code is
below. It probably could be done better, but hey I didn't write the code,
just borrowed it:

<script type = "text/javascript">
<!--
var seconds=0
var minutes=0
var hours=0
function display(){
if (seconds>=60){
seconds=0
minutes+=1
else if (minutes>59){
seconds=0
minutes=0
hours+=1
}
else
seconds+=1
document.TicketUpdate.UpdateTimeWorked.value=hours+":"+minutes+":"+seconds
setTimeout("display()",1000)
display()
}
//-->
</script>

The HTML part:

<form action="Update.html" name="TicketUpdate"
        method="post" enctype="multipart/form-data">
...
<&|/l&>Worked</&>: <input size="8" name="UpdateTimeWorked" />
<!--value=""-->

I put all of this into /opt/rt3/local/html/Ticket/Update.html and was hoping
to do something Similar in Create.html 

Any ideas and any help appreciated

Regards,


Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 

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From sambauser at iastate.edu  Mon Apr 21 18:09:23 2008
From: sambauser at iastate.edu (Chris Campbell)
Date: Mon, 21 Apr 2008 17:09:23 -0500
Subject: [rt-users] problem with database: Duplicate entry
Message-ID: <b642407a0804211509y70a083av5d7d028f568c7de5@mail.gmail.com>

Hello,
I have had RT running for over 2 years now.  I recently (January) moved it
to a different server; the new one running Solaris 10, MySQL 5.1 and
Lighttpd.  It is RT 3.6.5.  After moving to the new server, we installed
RTx::AssetTracker, which we like.  However, about a week ago, RT stopped
taking requests.  It would respond to emails with a message saying:
Ticket could not be created due to an internal error

After some testing, I determined it was an issue with the database.  Rolling
MySQL back to a previous filesystem snapshot would allow RT to work again.
I found a snapshot from two weeks earlier that worked and rolled back to
that.  I tested RT again.  It worked.

Today it is not working again.  I tracked down some errors and found this:

2008-04-21 12:34:40: (mod_fastcgi.c.2570) FastCGI-stderr: DBD::mysql::st
execute failed: Duplicate entry '738' for key 1 at /u

sr/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 505.

RT::Handle=HASH(0xa12a6a8) couldn't execute the query 'INSERT INTO Groups
(Domain, Type, Instance, id, Name, Description) VALU

ES (?, ?, ?, ?, ?, ?)' at
/usr/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 518


In the MySQL DB, I find the following:


| 737 |          | SystemRolegroup for internal use |
RTx::AssetTracker::System-Role | Owner        |        0 |

| 738 |          | Pseudogroup for internal use     |
RTx::AssetTracker::System-Role | Admin        |        0 |

| 739 | NULL     | NULL                             |
RTx::AssetTracker::Type-Role   | Admin        |        1 |

| 740 | NULL     | NULL                             |
RTx::AssetTracker::Type-Role   | Owner        |        1 |

| 741 | NULL     | NULL                             |
RTx::AssetTracker::Type-Role   | Admin        |        2 |

| 742 | NULL     | NULL                             |
RTx::AssetTracker::Type-Role   | Owner        |        2 |

| 743 | NULL     | NULL                             |
RTx::AssetTracker::Asset-Role  | Admin        |        1 |

| 744 | NULL     | NULL                             |
RTx::AssetTracker::Asset-Role  | Owner        |        1 |

| 745 | NULL     | NULL                             |
RTx::AssetTracker::Type-Role   | Admin        |        3 |

| 746 | NULL     | NULL                             |
RTx::AssetTracker::Type-Role   | Owner        |        3 |

| 747 | NULL     | NULL                             |
RTx::AssetTracker::Type-Role   | Admin        |        4 |

| 748 | NULL     | NULL                             |
RTx::AssetTracker::Type-Role   | Owner        |        4 |

| 749 | NULL     | NULL                             |
RTx::AssetTracker::Type-Role   | Admin        |        5 |

| 750 | NULL     | NULL                             |
RTx::AssetTracker::Type-Role   | Owner        |        5 |

| 751 | NULL     | NULL                             |
RTx::AssetTracker::Asset-Role  | Admin        |        2 |

| 752 | NULL     | NULL                             |
RTx::AssetTracker::Asset-Role  | Owner        |        2 |

| 753 | NULL     | NULL                             |
RTx::AssetTracker::Type-Role   | Admin        |        6 |

| 754 | NULL     | NULL                             |
RTx::AssetTracker::Type-Role   | Owner        |        6 |

| 756 | User 755 | ACL equiv. for user 755          | ACLEquivalence
        | UserEquiv    |      755 |

| 757 | NULL     | NULL                             | RT::Ticket-Role
         | Requestor    |      153 |

| 758 | NULL     | NULL                             | RT::Ticket-Role
         | Owner        |      153 |

| 759 | NULL     | NULL                             | RT::Ticket-Role
         | Cc           |      153 |

| 760 | NULL     | NULL                             | RT::Ticket-Role
         | AdminCc      |      153 |

+-----+----------+----------------------------------+--------------------------------+--------------+----------+

642 rows in set (0.00 sec)

So there is already a record with that ID.  What I'm wondering is, why is RT
trying to insert something into the database with that ID?  And what could
be done to fix this?


Thanks,

Chris
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From KFCrocker at lbl.gov  Mon Apr 21 18:17:23 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 21 Apr 2008 15:17:23 -0700
Subject: [rt-users] error upgrading from 3.4.5 to 3.6.4
 (via	etc/upgrade/3.5.1 script)
In-Reply-To: <98EF3B16688AEE49A98773C21BD229021E8870@ssimsmx00.ssi.local>
References: <98EF3B16688AEE49A98773C21BD229021E8870@ssimsmx00.ssi.local>
Message-ID: <480D1273.4060809@lbl.gov>

Trenton,


	I don't know how MySQL is set up.


Kenn
LBNL

On 4/21/2008 2:31 PM, Trenton Taylor wrote:
> I'm running the script as root with the root password for the SQL
> database. I can give myself whatever permissions needed. Am I missing
> that step? I though root had unlimited privilege to the DB.
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Monday, April 21, 2008 2:28 PM
> To: Trenton Taylor
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
> etc/upgrade/3.5.1 script)
> 
> Trenton,
> 
> 
> 	Yep. Access to DataBases for the purpose of altering them is
> always 
> limited. I had to have the permissions changed so I could run those 
> scripts, then change them back to whatever. I suggest you speak to your 
> DBA and Unix technicians about this.
> 
> 
> Kenn
> LBNL
> 
> On 4/21/2008 1:45 PM, Trenton Taylor wrote:
>> Well now you nailed down exactly what my issue is. I don't have the
> "My
>> Tickets" or "Unowned Tickets" in the options. When I try to run the 3
>> upgrade scripts, I get the following:
>>
>> 1. [root at ssilxapp00 ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
>> --prompt-for-dba-password --action schema
>> In order to create or update your RT database,this script needs to
>> connect to your mysql instance on localhost as root.
>> Please specify that user's database password below. If the user has no
>> database
>> password, just press return.
>>
>> Password:
>> Creating database schema.
>> Problem with statement:
>>
>>
>> CREATE TABLE Attachments (
>>   id INTEGER NOT NULL  AUTO_INCREMENT,
>>   TransactionId integer NOT NULL  ,
>>   Parent integer NOT NULL DEFAULT 0  ,
>>   MessageId varchar(160) NULL  ,
>>   Subject varchar(255) NULL  ,
>>   Filename varchar(255) NULL  ,
>>   ContentType varchar(80) NULL  ,
>>   ContentEncoding varchar(80) NULL  ,
>>   Content LONGTEXT NULL  ,
>>   Headers LONGTEXT NULL  ,
>>   Creator integer NOT NULL DEFAULT 0  ,
>>   Created DATETIME NULL  ,
>>   PRIMARY KEY (id)
>> ) TYPE=InnoDB
>> Table 'Attachments' already exists at
> /opt/rt3.6/sbin/rt-setup-database
>> line 220, <SCHEMA> line 464.
>>
>> 2. [root at ssilxapp00 ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
>> --prompt-for-dba-password --action acl
>> In order to create or update your RT database,this script needs to
>> connect to your mysql instance on localhost as root.
>> Please specify that user's database password below. If the user has no
>> database
>> password, just press return.
>>
>> Password:
>> Done setting up database ACLs.
>>
>> 3. [root at ssilxapp00 ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
>> --prompt-for-dba-password --action insert
>> In order to create or update your RT database,this script needs to
>> connect to your mysql instance on localhost as root.
>> Please specify that user's database password below. If the user has no
>> database
>> password, just press return.
>>
>> Password:
>> Use of uninitialized value in concatenation (.) or string at
>> /opt/rt3.6/sbin/rt-setup-database line 164, <STDIN> line 1.
>> [Mon Apr 21 20:12:58 2008] [crit]: Can't locate /content in @INC (@INC
>> contains: /opt/rt3/lib /opt/rt3/local/lib
>> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
>> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
>> /usr/lib/perl5/site_perl
>> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
>> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
>> /usr/lib/perl5/vendor_perl
> /usr/lib/perl5/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line 464,
>> <STDIN> line 1.
>>  (/opt/rt3/lib/RT.pm:295)
>>
>>
>>
>> I obviously need to get through these scripts successfully in order to
>> have those options. 
>>
>> Any ideas?
>>
>> Trent
>>
>>
>>
>>
>>
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>> Sent: Monday, April 21, 2008 1:05 PM
>> To: Trenton Taylor
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
>> etc/upgrade/3.5.1 script)
>>
>> Trenton,
>>
>>
>> 	By webpage, do you mean the Homepage? In 3.6.4, the first time
>> any user 
>> signs on it will be blank. that's because the homepage settings (click
> 
>> "Edit" on the right of the "RT at a glance" tool bar (blue). Select
> what
>> you want to see and then click "home". After that, the homepage will 
>> come up with your selections every time. As to the DB upgrade, I'd 
>> advise to run all three commands anyway, can't hurt.
>>
>>
>> Kenn
>> LBNL
>>
>> On 4/21/2008 12:49 PM, Trenton Taylor wrote:
>>> I tried running my old database (the one that installs with 3.4.5)
> and
>>> the webpage is blank after a user logs in.
>>>
>>> If I skip the Schema and run the Insert, I get:
>>>
>>> Use of uninitialized value in concatenation (.) or string at
>>> /opt/rt3.6/sbin/rt-setup-database line 164, <STDIN> line 1.
>>> [Mon Apr 21 19:45:31 2008] [crit]: Can't locate /content in @INC
> (@INC
>>> contains: /opt/rt3/lib /opt/rt3/local/lib
>>> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
>>> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
>>> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
>>> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
>>> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
>>> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
>>> /usr/lib/perl5/site_perl
>>> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>>> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
>>> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
>>> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
>>> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
>>> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
>>> /usr/lib/perl5/vendor_perl
>> /usr/lib/perl5/5.8.6/i386-linux-thread-multi
>>> /usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line
> 464,
>>> <STDIN> line 1.
>>>  (/opt/rt3/lib/RT.pm:295)
>>>
>>>
>>>
>>> Thanks for the help ... Any more ideas?
>>>
>>>
>>>
>>> -----Original Message-----
>>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>>> Sent: Monday, April 21, 2008 12:38 PM
>>> To: Trenton Taylor
>>> Cc: rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
>>> etc/upgrade/3.5.1 script)
>>>
>>> Trenton,
>>>
>>>
>>>
>>> 	What I found was that I didn't need to BUILD the schema, just
>>> upgrade 
>>> it. In fact, there are 3 DB upgrade executions we did (due to 3.5.1),
> 
>>> which were:
>>>
>>> 	1) action schema
>>> 	2) action acl
>>> 	3) action insert
>>>
>>> 	Turns out, the only one that did anything was action insert. The
>>> DB 
>>> changes due to 3.5.1 do not really change any schema design or major 
>>> stuff like that, it merely adds two new queries (10 unowned & my 
>>> tickets) as default and updates the privileges so they can be used. I
> 
>>> actually upgraded and forgot to run the DB upgrade part and RT worked
> 
>>> fine, except those two queries were NOT listed or available. I ran
> the
>>> three actions and those two queries were available for home page 
>>> selection. I'm not familiar with how MySQL works as a database (in
>> terms
>>> of schema changes) so perhaps it requires a rebuild. Here's what I
>> used 
>>> as my commands:
>>>
>>> 	1) Typed
>>> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
>>> -dba rtadm -prompt-for-dba-password -action schema -datadir 
>>> etc/upgrade/[3.5.1]" <enter> as one line.
>>> 	2) Typed
>>> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
>>> -dba rtadm -prompt-for-dba-password -action acl -datadir 
>>> etc/upgrade/[3.5.1]" <enter> as one line.
>>> 	3) Typed
>>> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
>>> -dba rtadm -prompt-for-dba-password -action insert -datadir 
>>> etc/upgrade/[3.5.1]" <enter> as one line.
>>>
>>> 	Hope this helps.
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 4/21/2008 12:10 PM, Trenton Taylor wrote:
>>>> Nope ... 
>>>>
>>>> Still no upgraded DB. We use Mysql.
>>>>
>>>> I am basically running a new instance of RT and an additional
> archive
>>> DB
>>>> now. We don't have many tickets on the new DB so I could easily
>> delete
>>>> them if someone could explain to me what is going wrong with the
>>> upgrade
>>>> script.
>>>>
>>>> Kenn ... what did your upgrade command look like? Anything different
>>>> than mine? (/opt/rt3.6/sbin/rt-setup-database --action schema \
>>>> --datadir etc/upgrade/3.5.1 --dba root --prompt-for-dba-password)
>>>>
>>>> Thanks in advance to anyone who helps out ...
>>>>
>>>> Trent
>>>>
>>>> -----Original Message-----
>>>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>>>> Sent: Monday, April 21, 2008 12:02 PM
>>>> To: Trenton Taylor
>>>> Cc: rt-users at lists.bestpractical.com
>>>> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
>>>> etc/upgrade/3.5.1 script)
>>>>
>>>> Trenton,
>>>>
>>>>
>>>> 	Did you get an answer to this? I just finished the same upgrade.
>>>> We use 
>>>> Oracle.
>>>>
>>>> Kenn
>>>> LBNL
>>>>
>>>> On 4/17/2008 8:30 AM, Trenton Taylor wrote:
>>>>> I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via:
>>>>>
>>>>>  
>>>>>
>>>>> # command:
>>>>>
>>>>> /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir 
>>>>> etc/upgrade/3.5.1 --dba root --prompt-for-dba-password
>>>>>
>>>>>  
>>>>>
>>>>> But I am getting this error:
>>>>>
>>>>>  
>>>>>
>>>>> #:
>>>>>
>>>>> Creating database schema.
>>>>>
>>>>> Problem with statement:
>>>>>
>>>>>  
>>>>>
>>>>>  
>>>>>
>>>>> CREATE TABLE Attachments (
>>>>>
>>>>>   id INTEGER NOT NULL  AUTO_INCREMENT,
>>>>>
>>>>>   TransactionId integer NOT NULL  ,
>>>>>
>>>>>   Parent integer NOT NULL DEFAULT 0  ,
>>>>>
>>>>>   MessageId varchar(160) NULL  ,
>>>>>
>>>>>   Subject varchar(255) NULL  ,
>>>>>
>>>>>   Filename varchar(255) NULL  ,
>>>>>
>>>>>   ContentType varchar(80) NULL  ,
>>>>>
>>>>>   ContentEncoding varchar(80) NULL  ,
>>>>>
>>>>>   Content LONGTEXT NULL  ,
>>>>>
>>>>>   Headers LONGTEXT NULL  ,
>>>>>
>>>>>   Creator integer NOT NULL DEFAULT 0  ,
>>>>>
>>>>>   Created DATETIME NULL  ,
>>>>>
>>>>>   PRIMARY KEY (id)
>>>>>
>>>>> ) TYPE=InnoDB
>>>>>
>>>>> Table 'Attachments' already exists at
>>>> /opt/rt3.6/sbin/rt-setup-database 
>>>>> line 220, <SCHEMA> line 464.
>>>>>
>>>>>  
>>>>>
>>>>>  
>>>>>
>>>>> Thanks in advance -
>>>>>
>>>>> Trent
>>>>>
>>>>>  
>>>>>
>>>>>
>>>>> Important: The information contained in this e-mail message is 
>>>>> confidential and is intended only for the named addressee(s). If
> the
>>>>> reader of this e-mail message is not an intended recipient (or the 
>>>>> individual responsible for the delivery of this e-mail message to
> an
>>>>> intended recipient), please be advised that any re-use,
>>> dissemination,
>>>>> distribution or copying of this e-mail message is prohibited. If
> you
>>>>> have received this e-mail message in error, please reply to the
>>> sender
>>>>> that you have received the message in error and then delete it.
>> 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
>>>> Important: The information contained in this e-mail message is
>>> confidential and is intended only for the named addressee(s). If the
>>> reader of this e-mail message is not an intended recipient (or the
>>> individual responsible for the delivery of this e-mail message to an
>>> intended recipient), please be advised that any re-use,
> dissemination,
>>> distribution or copying of this e-mail message is prohibited. If you
>>> have received this e-mail message in error, please reply to the
> sender
>>> that you have received the message in error and then delete it. Thank
>>> you. 
>>>
>>>
>>> Important: The information contained in this e-mail message is
>> confidential and is intended only for the named addressee(s). If the
>> reader of this e-mail message is not an intended recipient (or the
>> individual responsible for the delivery of this e-mail message to an
>> intended recipient), please be advised that any re-use, dissemination,
>> distribution or copying of this e-mail message is prohibited. If you
>> have received this e-mail message in error, please reply to the sender
>> that you have received the message in error and then delete it. Thank
>> you. 
>>
>>
>> Important: The information contained in this e-mail message is
> confidential and is intended only for the named addressee(s). If the
> reader of this e-mail message is not an intended recipient (or the
> individual responsible for the delivery of this e-mail message to an
> intended recipient), please be advised that any re-use, dissemination,
> distribution or copying of this e-mail message is prohibited. If you
> have received this e-mail message in error, please reply to the sender
> that you have received the message in error and then delete it. Thank
> you. 
>>
> 
> 
> 
> Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. 
> 
> 



From asallade at PTSOWA.ORG  Mon Apr 21 18:17:45 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Mon, 21 Apr 2008 15:17:45 -0700
Subject: [rt-users] Timer for TimeWorked
In-Reply-To: <008101c8a3f7$a6c86660$1200a8c0@hcc.local>
References: <008101c8a3f7$a6c86660$1200a8c0@hcc.local>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BFA9D@PTSOEXCHANGE.PTSOWA.ORG>

When you go to the page in RT and view source from your browser, is the
javascript intact, and is it referencing the correct field name? Also,
it looks like you are missing a bracket after "else" in your code.

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org <mailto:asallade at ptsowa.org> 

________________________________

From: Greg Evans [mailto:gevans at hcc.net] 
Sent: Monday, April 21, 2008 2:36 PM
To: 'RT Users'
Subject: [rt-users] Timer for TimeWorked

 

Hello all,

I am attempting to implement a timer for the "TimeWorked" field so that
technicians do not have to manually enter the time worked on each ticket
(from creation to close). I have created two timers, one in perl and one
in javascript (ok, I borrowed the one in javascript). They both work
just fine when tested. The Javascript one works on a webpage, and the
perl one works from the CLI. 

I cannot, for the life of me, make either one work with RT.  The code is
below. It probably could be done better, but hey I didn't write the
code, just borrowed it:

<script type = "text/javascript">

<!--

var seconds=0

var minutes=0

var hours=0

function display(){

if (seconds>=60){

seconds=0

minutes+=1

else if (minutes>59){

seconds=0

minutes=0

hours+=1

}

else

seconds+=1

document.TicketUpdate.UpdateTimeWorked.value=hours+":"+minutes+":"+secon
ds

setTimeout("display()",1000)

display()

}

//-->

</script>

The HTML part:

<form action="Update.html" name="TicketUpdate"

        method="post" enctype="multipart/form-data">

...

<&|/l&>Worked</&>: <input size="8" name="UpdateTimeWorked" />
<!--value=""-->

I put all of this into /opt/rt3/local/html/Ticket/Update.html and was
hoping to do something Similar in Create.html 

Any ideas and any help appreciated

Regards,

Greg Evans

Hood Canal Communications

(360) 898-2481 ext.212 

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From ldbout at gmail.com  Mon Apr 21 18:19:06 2008
From: ldbout at gmail.com (LDB)
Date: Mon, 21 Apr 2008 18:19:06 -0400
Subject: [rt-users] Categories not showing when I log in ...
In-Reply-To: <20080421211756.GA5754@easter-eggs.com>
References: <E68FF527-EF95-4894-8577-DCCF2BE1F7CA@gmail.com>
	<20080421211756.GA5754@easter-eggs.com>
Message-ID: <2C033CA8-0313-4DED-81D7-FA189AFB04BB@gmail.com>


On Apr 21, 2008, at 5:17 PM, Emmanuel Lacour wrote:
> On Mon, Apr 21, 2008 at 05:15:07PM -0400, LDB wrote:
>> With the upgrade to 3.6.6 I am not seeing anything listed for  
>> "Highest
>> priority tickets that I own"
>> and "longest neglected high priority tickets that I own", and there
>> are no "Top closers".
>>
>> Any ideas what I am missing?
>>
>
> Did you did a "make testdeps" before upgrade ?
>
> Maybe you're missing some dependencies (SearchBuilder, ...) versions ?
>


It stated everything was found ... Are there any configurables that  
could
cause this issue?

LDB


From ldbout at gmail.com  Mon Apr 21 18:20:20 2008
From: ldbout at gmail.com (LDB)
Date: Mon, 21 Apr 2008 18:20:20 -0400
Subject: [rt-users] Categories not showing when I log in ...
In-Reply-To: <20080421211756.GA5754@easter-eggs.com>
References: <E68FF527-EF95-4894-8577-DCCF2BE1F7CA@gmail.com>
	<20080421211756.GA5754@easter-eggs.com>
Message-ID: <A6277DD2-58BC-404D-B126-891C927D20A4@gmail.com>


On Apr 21, 2008, at 5:17 PM, Emmanuel Lacour wrote:
> On Mon, Apr 21, 2008 at 05:15:07PM -0400, LDB wrote:
>> With the upgrade to 3.6.6 I am not seeing anything listed for  
>> "Highest
>> priority tickets that I own"
>> and "longest neglected high priority tickets that I own", and there
>> are no "Top closers".
>>
>> Any ideas what I am missing?
>>
>
> Did you did a "make testdeps" before upgrade ?
>
> Maybe you're missing some dependencies (SearchBuilder, ...) versions ?
>


It stated everything was found ... Are there any configurables that  
could
cause this issue?

LDB


From asallade at PTSOWA.ORG  Mon Apr 21 18:24:24 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Mon, 21 Apr 2008 15:24:24 -0700
Subject: [rt-users] Timer for TimeWorked
In-Reply-To: <008101c8a3f7$a6c86660$1200a8c0@hcc.local>
References: <008101c8a3f7$a6c86660$1200a8c0@hcc.local>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BFAA0@PTSOEXCHANGE.PTSOWA.ORG>

Also,

 

The function "display" is self referencing, but I see nothing that calls
it the first time. Maybe an onload event is needed?

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org <mailto:asallade at ptsowa.org> 

________________________________

From: Greg Evans [mailto:gevans at hcc.net] 
Sent: Monday, April 21, 2008 2:36 PM
To: 'RT Users'
Subject: [rt-users] Timer for TimeWorked

 

Hello all,

I am attempting to implement a timer for the "TimeWorked" field so that
technicians do not have to manually enter the time worked on each ticket
(from creation to close). I have created two timers, one in perl and one
in javascript (ok, I borrowed the one in javascript). They both work
just fine when tested. The Javascript one works on a webpage, and the
perl one works from the CLI. 

I cannot, for the life of me, make either one work with RT.  The code is
below. It probably could be done better, but hey I didn't write the
code, just borrowed it:

<script type = "text/javascript">

<!--

var seconds=0

var minutes=0

var hours=0

function display(){

if (seconds>=60){

seconds=0

minutes+=1

else if (minutes>59){

seconds=0

minutes=0

hours+=1

}

else

seconds+=1

document.TicketUpdate.UpdateTimeWorked.value=hours+":"+minutes+":"+secon
ds

setTimeout("display()",1000)

display()

}

//-->

</script>

The HTML part:

<form action="Update.html" name="TicketUpdate"

        method="post" enctype="multipart/form-data">

...

<&|/l&>Worked</&>: <input size="8" name="UpdateTimeWorked" />
<!--value=""-->

I put all of this into /opt/rt3/local/html/Ticket/Update.html and was
hoping to do something Similar in Create.html 

Any ideas and any help appreciated

Regards,

Greg Evans

Hood Canal Communications

(360) 898-2481 ext.212 

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From thierry.thelliez.tech at gmail.com  Mon Apr 21 20:25:27 2008
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Mon, 21 Apr 2008 18:25:27 -0600
Subject: [rt-users] RT not generating email for CCs/AdminCCs
In-Reply-To: <42f5c4430804211626v9c8a6d3ob60408dffcdf92a9@mail.gmail.com>
References: <EE1E3E37-47F3-4BAA-A4A0-688C6AB5D47A@cira.ca>
	<475838C8.4030706@lbl.gov>
	<37E1FC16-20A0-4CEA-AD80-0D53572C8B2C@cira.ca>
	<47583DAB.7050801@lbl.gov>
	<0E37C1EE-BCC8-4C94-AB7F-9707F17FD4CE@cira.ca>
	<47584B66.3080205@lbl.gov>
	<42f5c4430804181739y113f74e0l5a358a139ab62a64@mail.gmail.com>
	<480C84EA.2090905@ucrwcu.rwc.uc.edu>
	<42f5c4430804211626v9c8a6d3ob60408dffcdf92a9@mail.gmail.com>
Message-ID: <42f5c4430804211725i53f9265h92efd2f9a607c448@mail.gmail.com>

This is strange. About the scrip, the log says:

No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:278)

But I did enter an email address in the CC field.


Thierry


From thierry.thelliez.tech at gmail.com  Mon Apr 21 19:26:09 2008
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Mon, 21 Apr 2008 17:26:09 -0600
Subject: [rt-users] RT not generating email for CCs/AdminCCs
In-Reply-To: <480C84EA.2090905@ucrwcu.rwc.uc.edu>
References: <EE1E3E37-47F3-4BAA-A4A0-688C6AB5D47A@cira.ca>
	<475838C8.4030706@lbl.gov>
	<37E1FC16-20A0-4CEA-AD80-0D53572C8B2C@cira.ca>
	<47583DAB.7050801@lbl.gov>
	<0E37C1EE-BCC8-4C94-AB7F-9707F17FD4CE@cira.ca>
	<47584B66.3080205@lbl.gov>
	<42f5c4430804181739y113f74e0l5a358a139ab62a64@mail.gmail.com>
	<480C84EA.2090905@ucrwcu.rwc.uc.edu>
Message-ID: <42f5c4430804211626v9c8a6d3ob60408dffcdf92a9@mail.gmail.com>

I must be missing something...I added a simple scrip:

Condition: On Resolve
Action: Notify Other Recipients
Template: Global template: Resolved
Stage: TransactionCreate


And there is still no emails going out for CCs. Do I need special
rights? I played with adding Watcher rights to Everybody and
Unpriviledges but no luck.

Thanks for any help.
Thierry


From trentt at ssi-invest.com  Mon Apr 21 20:23:43 2008
From: trentt at ssi-invest.com (Trenton Taylor)
Date: Mon, 21 Apr 2008 17:23:43 -0700
Subject: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
	etc/upgrade/3.5.1 script) *SOLVED*
In-Reply-To: <480D1273.4060809@lbl.gov>
Message-ID: <98EF3B16688AEE49A98773C21BD229021E8878@ssimsmx00.ssi.local>

Kenneth,

So I ended up building a new server (VM) and installing RT 3.6 with
apt-get. Once I had RT installed and running, I restored the old RT
database over the new one (which of course broke the features I needed).
Then I copied over the upgrade directory that I needed to my home dir
and ran the rt-setup-database (from the new server
/usr/sbin/rt-setup-database) against the 3.5.1 upgrade directory that I
had just copied to my home dir. It ran fine. Now I have the upgraded DB
with the features I need.

Thanks for all the help. Here is my exact command:


root@<myserver>:/home/trentt/BUILD/rt3.6# /usr/sbin/rt-setup-database
-dba root -prompt-for-dba-password -action insert -datadir
/home/trentt/BUILD/rt3.6/etc/upgrade/3.5.1

In order to create or update your RT database,this script needs to
connect to your mysql instance on localhost as root.

Please specify that user's database password below. If the user has no
databasepassword, just press return.

Password:
Creating predefined searches...237.238.239.done.
Done setting up database content.



Trent

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Monday, April 21, 2008 3:17 PM
To: Trenton Taylor
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
etc/upgrade/3.5.1 script)

Trenton,


	I don't know how MySQL is set up.


Kenn
LBNL

On 4/21/2008 2:31 PM, Trenton Taylor wrote:
> I'm running the script as root with the root password for the SQL
> database. I can give myself whatever permissions needed. Am I missing
> that step? I though root had unlimited privilege to the DB.
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Monday, April 21, 2008 2:28 PM
> To: Trenton Taylor
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
> etc/upgrade/3.5.1 script)
> 
> Trenton,
> 
> 
> 	Yep. Access to DataBases for the purpose of altering them is
> always 
> limited. I had to have the permissions changed so I could run those 
> scripts, then change them back to whatever. I suggest you speak to
your 
> DBA and Unix technicians about this.
> 
> 
> Kenn
> LBNL
> 
> On 4/21/2008 1:45 PM, Trenton Taylor wrote:
>> Well now you nailed down exactly what my issue is. I don't have the
> "My
>> Tickets" or "Unowned Tickets" in the options. When I try to run the 3
>> upgrade scripts, I get the following:
>>
>> 1. [root at ssilxapp00 ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
>> --prompt-for-dba-password --action schema
>> In order to create or update your RT database,this script needs to
>> connect to your mysql instance on localhost as root.
>> Please specify that user's database password below. If the user has
no
>> database
>> password, just press return.
>>
>> Password:
>> Creating database schema.
>> Problem with statement:
>>
>>
>> CREATE TABLE Attachments (
>>   id INTEGER NOT NULL  AUTO_INCREMENT,
>>   TransactionId integer NOT NULL  ,
>>   Parent integer NOT NULL DEFAULT 0  ,
>>   MessageId varchar(160) NULL  ,
>>   Subject varchar(255) NULL  ,
>>   Filename varchar(255) NULL  ,
>>   ContentType varchar(80) NULL  ,
>>   ContentEncoding varchar(80) NULL  ,
>>   Content LONGTEXT NULL  ,
>>   Headers LONGTEXT NULL  ,
>>   Creator integer NOT NULL DEFAULT 0  ,
>>   Created DATETIME NULL  ,
>>   PRIMARY KEY (id)
>> ) TYPE=InnoDB
>> Table 'Attachments' already exists at
> /opt/rt3.6/sbin/rt-setup-database
>> line 220, <SCHEMA> line 464.
>>
>> 2. [root at ssilxapp00 ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
>> --prompt-for-dba-password --action acl
>> In order to create or update your RT database,this script needs to
>> connect to your mysql instance on localhost as root.
>> Please specify that user's database password below. If the user has
no
>> database
>> password, just press return.
>>
>> Password:
>> Done setting up database ACLs.
>>
>> 3. [root at ssilxapp00 ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
>> --prompt-for-dba-password --action insert
>> In order to create or update your RT database,this script needs to
>> connect to your mysql instance on localhost as root.
>> Please specify that user's database password below. If the user has
no
>> database
>> password, just press return.
>>
>> Password:
>> Use of uninitialized value in concatenation (.) or string at
>> /opt/rt3.6/sbin/rt-setup-database line 164, <STDIN> line 1.
>> [Mon Apr 21 20:12:58 2008] [crit]: Can't locate /content in @INC
(@INC
>> contains: /opt/rt3/lib /opt/rt3/local/lib
>> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
>> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
>> /usr/lib/perl5/site_perl
>> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
>> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
>> /usr/lib/perl5/vendor_perl
> /usr/lib/perl5/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line
464,
>> <STDIN> line 1.
>>  (/opt/rt3/lib/RT.pm:295)
>>
>>
>>
>> I obviously need to get through these scripts successfully in order
to
>> have those options. 
>>
>> Any ideas?
>>
>> Trent
>>
>>
>>
>>
>>
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>> Sent: Monday, April 21, 2008 1:05 PM
>> To: Trenton Taylor
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
>> etc/upgrade/3.5.1 script)
>>
>> Trenton,
>>
>>
>> 	By webpage, do you mean the Homepage? In 3.6.4, the first time
>> any user 
>> signs on it will be blank. that's because the homepage settings
(click
> 
>> "Edit" on the right of the "RT at a glance" tool bar (blue). Select
> what
>> you want to see and then click "home". After that, the homepage will 
>> come up with your selections every time. As to the DB upgrade, I'd 
>> advise to run all three commands anyway, can't hurt.
>>
>>
>> Kenn
>> LBNL
>>
>> On 4/21/2008 12:49 PM, Trenton Taylor wrote:
>>> I tried running my old database (the one that installs with 3.4.5)
> and
>>> the webpage is blank after a user logs in.
>>>
>>> If I skip the Schema and run the Insert, I get:
>>>
>>> Use of uninitialized value in concatenation (.) or string at
>>> /opt/rt3.6/sbin/rt-setup-database line 164, <STDIN> line 1.
>>> [Mon Apr 21 19:45:31 2008] [crit]: Can't locate /content in @INC
> (@INC
>>> contains: /opt/rt3/lib /opt/rt3/local/lib
>>> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
>>> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
>>> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
>>> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
>>> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
>>> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
>>> /usr/lib/perl5/site_perl
>>> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>>> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
>>> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
>>> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
>>> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
>>> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
>>> /usr/lib/perl5/vendor_perl
>> /usr/lib/perl5/5.8.6/i386-linux-thread-multi
>>> /usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line
> 464,
>>> <STDIN> line 1.
>>>  (/opt/rt3/lib/RT.pm:295)
>>>
>>>
>>>
>>> Thanks for the help ... Any more ideas?
>>>
>>>
>>>
>>> -----Original Message-----
>>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>>> Sent: Monday, April 21, 2008 12:38 PM
>>> To: Trenton Taylor
>>> Cc: rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
>>> etc/upgrade/3.5.1 script)
>>>
>>> Trenton,
>>>
>>>
>>>
>>> 	What I found was that I didn't need to BUILD the schema, just
>>> upgrade 
>>> it. In fact, there are 3 DB upgrade executions we did (due to
3.5.1),
> 
>>> which were:
>>>
>>> 	1) action schema
>>> 	2) action acl
>>> 	3) action insert
>>>
>>> 	Turns out, the only one that did anything was action insert. The
>>> DB 
>>> changes due to 3.5.1 do not really change any schema design or major

>>> stuff like that, it merely adds two new queries (10 unowned & my 
>>> tickets) as default and updates the privileges so they can be used.
I
> 
>>> actually upgraded and forgot to run the DB upgrade part and RT
worked
> 
>>> fine, except those two queries were NOT listed or available. I ran
> the
>>> three actions and those two queries were available for home page 
>>> selection. I'm not familiar with how MySQL works as a database (in
>> terms
>>> of schema changes) so perhaps it requires a rebuild. Here's what I
>> used 
>>> as my commands:
>>>
>>> 	1) Typed
>>> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
>>> -dba rtadm -prompt-for-dba-password -action schema -datadir 
>>> etc/upgrade/[3.5.1]" <enter> as one line.
>>> 	2) Typed
>>> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
>>> -dba rtadm -prompt-for-dba-password -action acl -datadir 
>>> etc/upgrade/[3.5.1]" <enter> as one line.
>>> 	3) Typed
>>> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
>>> -dba rtadm -prompt-for-dba-password -action insert -datadir 
>>> etc/upgrade/[3.5.1]" <enter> as one line.
>>>
>>> 	Hope this helps.
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 4/21/2008 12:10 PM, Trenton Taylor wrote:
>>>> Nope ... 
>>>>
>>>> Still no upgraded DB. We use Mysql.
>>>>
>>>> I am basically running a new instance of RT and an additional
> archive
>>> DB
>>>> now. We don't have many tickets on the new DB so I could easily
>> delete
>>>> them if someone could explain to me what is going wrong with the
>>> upgrade
>>>> script.
>>>>
>>>> Kenn ... what did your upgrade command look like? Anything
different
>>>> than mine? (/opt/rt3.6/sbin/rt-setup-database --action schema \
>>>> --datadir etc/upgrade/3.5.1 --dba root --prompt-for-dba-password)
>>>>
>>>> Thanks in advance to anyone who helps out ...
>>>>
>>>> Trent
>>>>
>>>> -----Original Message-----
>>>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>>>> Sent: Monday, April 21, 2008 12:02 PM
>>>> To: Trenton Taylor
>>>> Cc: rt-users at lists.bestpractical.com
>>>> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
>>>> etc/upgrade/3.5.1 script)
>>>>
>>>> Trenton,
>>>>
>>>>
>>>> 	Did you get an answer to this? I just finished the same upgrade.
>>>> We use 
>>>> Oracle.
>>>>
>>>> Kenn
>>>> LBNL
>>>>
>>>> On 4/17/2008 8:30 AM, Trenton Taylor wrote:
>>>>> I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via:
>>>>>
>>>>>  
>>>>>
>>>>> # command:
>>>>>
>>>>> /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir 
>>>>> etc/upgrade/3.5.1 --dba root --prompt-for-dba-password
>>>>>
>>>>>  
>>>>>
>>>>> But I am getting this error:
>>>>>
>>>>>  
>>>>>
>>>>> #:
>>>>>
>>>>> Creating database schema.
>>>>>
>>>>> Problem with statement:
>>>>>
>>>>>  
>>>>>
>>>>>  
>>>>>
>>>>> CREATE TABLE Attachments (
>>>>>
>>>>>   id INTEGER NOT NULL  AUTO_INCREMENT,
>>>>>
>>>>>   TransactionId integer NOT NULL  ,
>>>>>
>>>>>   Parent integer NOT NULL DEFAULT 0  ,
>>>>>
>>>>>   MessageId varchar(160) NULL  ,
>>>>>
>>>>>   Subject varchar(255) NULL  ,
>>>>>
>>>>>   Filename varchar(255) NULL  ,
>>>>>
>>>>>   ContentType varchar(80) NULL  ,
>>>>>
>>>>>   ContentEncoding varchar(80) NULL  ,
>>>>>
>>>>>   Content LONGTEXT NULL  ,
>>>>>
>>>>>   Headers LONGTEXT NULL  ,
>>>>>
>>>>>   Creator integer NOT NULL DEFAULT 0  ,
>>>>>
>>>>>   Created DATETIME NULL  ,
>>>>>
>>>>>   PRIMARY KEY (id)
>>>>>
>>>>> ) TYPE=InnoDB
>>>>>
>>>>> Table 'Attachments' already exists at
>>>> /opt/rt3.6/sbin/rt-setup-database 
>>>>> line 220, <SCHEMA> line 464.
>>>>>
>>>>>  
>>>>>
>>>>>  
>>>>>
>>>>> Thanks in advance -
>>>>>
>>>>> Trent
>>>>>
>>>>>  
>>>>>
>>>>>
>>>>> Important: The information contained in this e-mail message is 
>>>>> confidential and is intended only for the named addressee(s). If
> the
>>>>> reader of this e-mail message is not an intended recipient (or the

>>>>> individual responsible for the delivery of this e-mail message to
> an
>>>>> intended recipient), please be advised that any re-use,
>>> dissemination,
>>>>> distribution or copying of this e-mail message is prohibited. If
> you
>>>>> have received this e-mail message in error, please reply to the
>>> sender
>>>>> that you have received the message in error and then delete it.
>> 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
>>>> Important: The information contained in this e-mail message is
>>> confidential and is intended only for the named addressee(s). If the
>>> reader of this e-mail message is not an intended recipient (or the
>>> individual responsible for the delivery of this e-mail message to an
>>> intended recipient), please be advised that any re-use,
> dissemination,
>>> distribution or copying of this e-mail message is prohibited. If you
>>> have received this e-mail message in error, please reply to the
> sender
>>> that you have received the message in error and then delete it.
Thank
>>> you. 
>>>
>>>
>>> Important: The information contained in this e-mail message is
>> confidential and is intended only for the named addressee(s). If the
>> reader of this e-mail message is not an intended recipient (or the
>> individual responsible for the delivery of this e-mail message to an
>> intended recipient), please be advised that any re-use,
dissemination,
>> distribution or copying of this e-mail message is prohibited. If you
>> have received this e-mail message in error, please reply to the
sender
>> that you have received the message in error and then delete it. Thank
>> you. 
>>
>>
>> Important: The information contained in this e-mail message is
> confidential and is intended only for the named addressee(s). If the
> reader of this e-mail message is not an intended recipient (or the
> individual responsible for the delivery of this e-mail message to an
> intended recipient), please be advised that any re-use, dissemination,
> distribution or copying of this e-mail message is prohibited. If you
> have received this e-mail message in error, please reply to the sender
> that you have received the message in error and then delete it. Thank
> you. 
>>
> 
> 
> 
> Important: The information contained in this e-mail message is
confidential and is intended only for the named addressee(s). If the
reader of this e-mail message is not an intended recipient (or the
individual responsible for the delivery of this e-mail message to an
intended recipient), please be advised that any re-use, dissemination,
distribution or copying of this e-mail message is prohibited. If you
have received this e-mail message in error, please reply to the sender
that you have received the message in error and then delete it. Thank
you. 
> 
> 



Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. 



From tom at netspot.com.au  Mon Apr 21 23:08:32 2008
From: tom at netspot.com.au (Tom Lanyon)
Date: Tue, 22 Apr 2008 12:38:32 +0930
Subject: [rt-users] Multiple faces for single queue?
Message-ID: <4F2E48EA-D97B-4311-AC19-550A954F9839@netspot.com.au>

Hi list,

Is there an existing solution to have a single queue (used for product  
support) to be used for multiple clients? In our case, different  
clients require different support email addresses and ticket auto- 
response messages, but all other queue behavior, watchers, scrips etc  
is the same.

I'm sure it would not be difficult to, on ticket creation, parse the  
incoming messages for a "To:" header and set a "Client" custom field  
based on this. Then for all other actions (auto response, etc), we  
could use this custom field to look up the appropriate templates.  
However, I was wondering if this had already been done, as it seems  
like it would be a common RT usage scenario.

Regards,
Tom


From lists at masonc.com  Mon Apr 21 18:54:00 2008
From: lists at masonc.com (Chris Mason (Lists))
Date: Mon, 21 Apr 2008 18:54:00 -0400
Subject: [rt-users] Upgrade installation - user is logged out every page
Message-ID: <480D1B08.6010103@masonc.com>

I upgraded from 3.4.1 and had problems with the database, even after 
running the 3.5.1 upgrade.
I did a clean install as a test to a new database. RT is up and running, 
but the user is logged out after clicking every link. I see this messge 
in /var/log/messages

Apr 21 18:49:11 server7 RT: Attempt to free unreferenced scalar: SV 
0xa706bc0 at /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 616. 
(/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:616)

The server is ES3, and all the perl dependencies were satisfied by 
installing RPMs from DAG.
Any help appreciated.

Chris Mason

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This message has been scanned for viruses and
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believed to be clean.



From gevans at hcc.net  Mon Apr 21 23:42:54 2008
From: gevans at hcc.net (Greg Evans)
Date: Mon, 21 Apr 2008 20:42:54 -0700
Subject: [rt-users] Timer for TimeWorked
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BFAA0@PTSOEXCHANGE.PTSOWA.ORG>
References: <008101c8a3f7$a6c86660$1200a8c0@hcc.local>
	<33DEE66ED2E72346ABC638427A7701404BFAA0@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <00ab01c8a42a$f3e71ad0$1200a8c0@hcc.local>

That seemed weird to me as well, but I have an example here (that I got
somewhere else) that I was working from.  Here is the code of the example if
you would like to try to paste it into a file and see what happens.

 

<div id="testDiv">

<table border="0">

<tr>

<td align="center"><font face="Arial"><strong>You have

visited my page for:</strong></font></td>

<td align="center"><form name="d">

<p><input type="text" size="8" name="d2"></p>

</form>

</td>

<td align="center"><font face="Arial"
color="800080"><strong>seconds!</strong></font></td>

</tr>

</table> 

</div>

 

<script>

<!--

var seconds=00

var minutes=00

var hours=00

document.d.d2.value='0'

function display(){

if (seconds>=60){

seconds=0

minutes+=1

}

else if (minutes>59){

seconds=0

minutes=0

hours+=1

}

else

seconds+=1

document.d.d2.value=hours+":"+minutes+":"+seconds

setTimeout("display()",1000)

}

display()

//-->

</script>

 

So in RT I am merely changing the document.d.d2.value= to
document.TicketUpdate.UpdateTimeWorked.value=

 

And if we look at the page, we see.

 

<form action="Update.html" name="TicketUpdate" method="post"
enctype="multipart/form-data">

.

<&|/l&>Worked</&>: <input size="8" name="UpdateTimeWorked" />
<!--value=""-->

 

The <!-value=""--> is what I changed. That was originally inside the input
tag

Greg Evans 
Hood Canal Communications 
(360) 898-2481 ext.212 

  _____  

From: Aaron Sallade [mailto:asallade at PTSOWA.ORG] 
Sent: Monday, April 21, 2008 3:24 PM
To: Greg Evans; RT Users
Subject: RE: [rt-users] Timer for TimeWorked

 

Also,

 

The function "display" is self referencing, but I see nothing that calls it
the first time. Maybe an onload event is needed?

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
 <mailto:asallade at ptsowa.org> asallade at ptsowa.org

  _____  

From: Greg Evans [mailto:gevans at hcc.net] 
Sent: Monday, April 21, 2008 2:36 PM
To: 'RT Users'
Subject: [rt-users] Timer for TimeWorked

 

Hello all,

I am attempting to implement a timer for the "TimeWorked" field so that
technicians do not have to manually enter the time worked on each ticket
(from creation to close). I have created two timers, one in perl and one in
javascript (ok, I borrowed the one in javascript). They both work just fine
when tested. The Javascript one works on a webpage, and the perl one works
from the CLI. 

I cannot, for the life of me, make either one work with RT.  The code is
below. It probably could be done better, but hey I didn't write the code,
just borrowed it:

<script type = "text/javascript">

<!--

var seconds=0

var minutes=0

var hours=0

function display(){

if (seconds>=60){

seconds=0

minutes+=1

else if (minutes>59){

seconds=0

minutes=0

hours+=1

}

else

seconds+=1

document.TicketUpdate.UpdateTimeWorked.value=hours+":"+minutes+":"+seconds

setTimeout("display()",1000)

display()

}

//-->

</script>

The HTML part:

<form action="Update.html" name="TicketUpdate"

        method="post" enctype="multipart/form-data">

...

<&|/l&>Worked</&>: <input size="8" name="UpdateTimeWorked" />
<!--value=""-->

I put all of this into /opt/rt3/local/html/Ticket/Update.html and was hoping
to do something Similar in Create.html 

Any ideas and any help appreciated

Regards,

Greg Evans

Hood Canal Communications

(360) 898-2481 ext.212 

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From david.hobley at mionegroup.com  Tue Apr 22 02:20:01 2008
From: david.hobley at mionegroup.com (David Hobley)
Date: Tue, 22 Apr 2008 16:20:01 +1000 (EST)
Subject: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with
 'ExternalAuth' extension
In-Reply-To: <4800A251.5090307@jennic.com>
Message-ID: <31428673.123991208845201386.JavaMail.root@mail.onegrp.com>

Mike, 

I would certainly like to see this. 

*wish mode* 

If you could drag down group memberships as well and if they exist in RT, then add that user to those RT groups, I would love to see that as well as it would mean all the functionality for User creation could be setup via LDAP as well. MediaWiki does this and it works well (although far less complicated than RT I suspect). 

Cheers, 
David 
----- Original Message ----- 
From: "Mike Peachey" <mike.peachey at jennic.com> 
To: "Kenneth Crocker" <KFCrocker at lbl.gov> 
Cc: "Pedro Lobo S. da Rocha" <pedrolobo.rocha at gmail.com>, "RT Users" <rt-users at lists.bestpractical.com> 
Sent: Saturday, 12 April, 2008 9:51:45 PM GMT +10:00 Brisbane 
Subject: Re: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with 'ExternalAuth' extension 

I have a thought. I don't know whether I will need to override the 
AutoCreate method or if I can do it all just by passing params from the 
autohandler auth callback, but it seems reasonable that I should be able 
to easily allow LDAP users to be autocreated as Privileged, while 
leaving the default AutoCreation at unprivileged. 

This way, by way of a configuration setting, that is individual to each 
ExternalAuth configuration group (LDAP/DBI etc) you could specify 
whether to autocreate as privileged or unprivileged, and RT would still 
retain it's own default setting for *other* users.. 

Do you think this is something you'd want built into the extension? 

Opinions welcome. 
-- 
Kind Regards, 

___________________________________________________ 

Mike Peachey, IT 
Tel: +44 (0) 114 281 2655 
Fax: +44 (0) 114 281 2951 
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK 
http://www.jennic.com 
Confidential 

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From david.hobley at mionegroup.com  Tue Apr 22 02:24:11 2008
From: david.hobley at mionegroup.com (David Hobley)
Date: Tue, 22 Apr 2008 16:24:11 +1000 (EST)
Subject: [rt-users] Embedding Images in WikiText?
In-Reply-To: <31431075.134441207560659561.JavaMail.root@mail.onegrp.com>
Message-ID: <18484495.124081208845451059.JavaMail.root@mail.onegrp.com>

All, 

Can I assume from the lack of response to this question that it isn't possible? 

Cheers, 
David 

----- Original Message ----- 
From: "David Hobley" <david.hobley at mionegroup.com> 
To: "rt-users" <rt-users at lists.bestpractical.com> 
Sent: Monday, 7 April, 2008 7:30:59 PM GMT +10:00 Brisbane 
Subject: [rt-users] Embedding Images in WikiText? 

All, 

Is it possible to embed images within an RTFM WikiText area? I have been trying various combinations of things which work the MediaWiki, but can't get it working within RT. 

-- 
Cheers, 
David 


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From lists at masonc.com  Tue Apr 22 03:48:02 2008
From: lists at masonc.com (Chris Mason (Lists))
Date: Tue, 22 Apr 2008 03:48:02 -0400
Subject: [rt-users] rt-mailgate not delivering mail
Message-ID: <480D9832.1070707@masonc.com>

My RT install has been running fine for a couple of years until a recent 
routine upgrade of the packages. Since then, no mail has been able to 
get to RT.
I tested with
cat /usr/bin/test |/etc/smrsh/rt-mailgate  --queue sales --action 
correspond --url http://mail.globaltradinglimited.com/rt

and the result was

RT server error.

The RT server which handled your email did not behave as expected. It
said:

Can't use an undefined value as an ARRAY reference at 
/opt/rt3/lib/RT/EmailParser.pm line 624.

Stack:
  [/opt/rt3/lib/RT/EmailParser.pm:624]
  [/usr/lib/perl5/5.8.3/Carp.pm:191]

Can anyone shed light on the solution?

-- 
This message has been scanned for viruses and
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From mike.peachey at jennic.com  Tue Apr 22 04:25:51 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 22 Apr 2008 09:25:51 +0100
Subject: [rt-users] Net::LDAP v0.36 Released - Critical Bug now Fixed
Message-ID: <480DA10F.10003@jennic.com>

Just a note to all to say you are now free to upgrade Net::LDAP to the 
latest version available on CPAN again as the critical bug that cause 
v0.35 to fail has now been fixed.

Also, please feel free to start sending me bug reports again for 
RT::Authen::ExternalAuth.

Ta.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From martin at proxmox.com  Tue Apr 22 06:57:15 2008
From: martin at proxmox.com (Martin Maurer)
Date: Tue, 22 Apr 2008 12:57:15 +0200
Subject: [rt-users] RT Virtual Appliance (on Proxmox VE - OpenVZ)
In-Reply-To: <75BD9898-4CF1-4E4B-A351-E5987E3EAC11@bestpractical.com>
References: <E88155B5BD67CE4D87A3F1F70950B96A2FF6CA@berta.maurer-it.com>
	<75BD9898-4CF1-4E4B-A351-E5987E3EAC11@bestpractical.com>
Message-ID: <E88155B5BD67CE4D87A3F1F70950B96A2FF6DD@berta.maurer-it.com>

Hi Jesse,

Thanks for your feedback, see below.

> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Monday, April 21, 2008 1:19 PM
> To: Martin Maurer
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT Virtual Appliance (on Proxmox VE - OpenVZ)
> 
> 
> On Apr 21, 2008, at 11:51 AM, Martin Maurer wrote:
> > Hi all,
> >
> > We just released a virtualization platform (GPL licensed)
> > http://pve.proxmox.com  .
> >
> > On this platform, pre-build virtual appliance can be started within
> > seconds as we use http://openvz.org  here. Please note, by using OS
> > virtualization there is little overhead (just 1 to 3 % performance
> > loss, really!) - this is absolutely the fastest technology for Linux
> > server virtualization. (openVZ is the basis of Virtuozzo, the
> > commercial market leader in the VPS market).
> >
> > We are also building virtual appliances for the use in the
> enterprise,
> > e.g. our own mail gateway, a web filter proxy (both are
> > commercial) or a mediawiki appliance and many others will follow in
> > the next months. (please note, Proxmox VE is beta, but this will
> > change soon - subscribe here for
> > updateshttp://pve.proxmox.com/wiki/Mailing_Lists
> >  )
> >
> > We use and love RT since years so we want to contribute also a RT
> > appliance - I personally know a lot of companies who wants RT but
> they
> > cannot install it - too difficult. We will solve this problem.
> >
> > As we are a Debian focused company, we prefer  to build the
appliance
> > based on Debian Etch (32bit) and it should be using the stable RT
> > packages, mysql or postgres (which database  is preferred?).
> >
> > So I would be happy if anyone can comment our plans and give us
> > feedback. Also I would appreciate feedback from Best Practical.
> >
> 
> That's really excellent to hear. I'm quite looking forward to seeing
> this. With regard to Mysql/Pg: We're pretty flexible. Is one of them
> more better packaged for your platform already?
> 
> As a heads up, we have something we've been working on to ease RT
> installation, though it's not intended as competition against a fully
> virtualized solution. Shipwright, our new build and distribution
> system is designed to let us version and build RT and a full
> dependency chain (currently to "just above libc") and ship source and
> fully relocatable platform--specific binary distributions.
> 
> Virtualization fits into a different niche than what we're working on
> and I suspect that your work will be a better match for many
> organizations.  When do you expect people might be able to play with
> it? :)

[Martin Maurer] 
Our platform is ready to test, so everybody can download and install
whatever needed.
E.g. a standard Debian etch template is already there (also centos 5),
so you can start the Debian (3 seconds ..) and you can use apt to get
the rest, e.g. RT packages. Or use your shipwright.

In a view weeks we will finish the planning and if everything goes well
we will create the pre-installed RT appliance - I will post this here. 

Best regards,
Martin

http://pve.proxmox.com


> 
> Best,
> Jesse
> 
> 
> 
> 
> > Thanks,
> >
> > Best Regards,
> >
> > Martin Maurer
> >
> > martin at proxmox.com
> > http://www.proxmox.com
> >
> > ____________________________________________________________________
> > Proxmox Server Solutions GmbH
> > Kohlgasse 51/10, 1050 Vienna, Austria
> > Phone: +43 1 545 4497 11 Fax: +43 1 545 4497 22
> > Commercial register no.: FN 258879 f
> > Registration office: Handelsgericht Wien
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales 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 Apr 22 09:10:09 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 22 Apr 2008 09:10:09 -0400
Subject: [rt-users] Still struggling with mail that worked that doesn't
 now
In-Reply-To: <480CFE37.7010909@epicenter.ucsd.edu>
References: <480CFE37.7010909@epicenter.ucsd.edu>
Message-ID: <480DE3B1.5040706@ucrwcu.rwc.uc.edu>

113400  [Thu Apr 17 19:42:01 2008] [error]: Scrip Prepare 6 died. - 
Undefined subroutine &Scalar::Util::weaken called at 
/opt/csw/rt3/lib/RT/Action/Generic.pm line 107.

Rebuild Scalar::Util from CPAN.  RedHat's build is broken from RPM, so 
that error is well known.  It wouldn't surprise me if perhaps this was 
biting you also.

Regarding " 113374  Can't locate RT/Action/.pm".  That is almost 
certainly a typo that you need to track down. 


Judy Illeman Gaukel wrote:
>   Still trying to track down why RT 3.6.3 broke, welcome any input.   
> Is help available?
>   Here is "the Stack" -- found in my apache error log files (is there 
> really a .pm  with no filename - just an extension??):
> Following that, is my configuration.    Sorry to not have posted these 
> earlier.
>
> 113374  Can't locate RT/Action/.pm in @INC (@INC contains: 
> /opt/csw/rt3/local/lib /opt/csw/rt3/lib 
> /opt/csw/lib/perl5/site_perl/5.8.8/s
> un4-solaris-thread-multi /opt/csw/lib/perl/5.8.8 
> /opt/csw/share/perl/5.8.8 /opt/csw/lib/perl/site_perl 
> /opt/csw/share/perl/site_perl /o
> pt/csw/lib/perl/csw /opt/csw/share/perl/csw . /opt/csw/apache/ 
> /opt/csw/apache/lib/perl) at (eval 1349) line 3.
> 113375
> 113376  Stack:
> 113377    [(eval 1349):3]
> 113378    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
> 113379    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
> 113380    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
> 113381    [/opt/csw/rt3/lib/RT/Record.pm:1444]
> 113382    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
> 113383    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
> 113384    [/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]
> 113385    [/opt/csw/rt3/share/html/Ticket/Update.html:137]
> 113386    [/opt/csw/rt3/share/html/autohandler:292]
> 113387 
> 113388 
> 113389  Stack:
> 113390    [/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]
> 113391    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
> 113392    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
> 113393    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
> 113394    [/opt/csw/rt3/lib/RT/Record.pm:1444]
> 113395    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
> 113396    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
> 113397    [/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]
> 113398    [/opt/csw/rt3/share/html/Ticket/Update.html:137]
> 113399    [/opt/csw/rt3/share/html/autohandler:292] 
> (/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)
> 113400  [Thu Apr 17 19:42:01 2008] [error]: Scrip Prepare 6 died. - 
> Undefined subroutine &Scalar::Util::weaken called at 
> /opt/csw/rt3/lib/RT/Action/Generic.pm line 107.
> 113401 
> 113402  Stack:
> 113403    [/opt/csw/rt3/lib/RT/Action/Generic.pm:107]
> 113404    [/opt/csw/rt3/lib/RT/Action/Generic.pm:79]
> 113405    [/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:177]
> 113406    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
> 113407    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
> 113408    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
> 113409    [/opt/csw/rt3/lib/RT/Record.pm:1444]
> 113410    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
> 113411    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
> 113412    [/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]
> 113413    [/opt/csw/rt3/share/html/Ticket/Update.html:137]
> 113414    [/opt/csw/rt3/share/html/autohandler:292] 
> (/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)
> 113415  [Thu Apr 17 19:42:01 2008] [error]: Scrip Prepare 1 died. - 
> Require of RT::Action:: failed.
> 113416  Can't locate RT/Action/.pm in @INC (@INC contains: 
> /opt/csw/rt3/local/lib /opt/csw/rt3/lib 
> /opt/csw/lib/perl5/site_perl/5.8.8/s
> un4-solaris-thread-multi /opt/csw/lib/perl/5.8.8 
> /opt/csw/share/perl/5.8.8 /opt/csw/lib/perl/site_perl 
> /opt/csw/share/perl/site_perl /o
> pt/csw/lib/perl/csw /opt/csw/share/perl/csw . /opt/csw/apache/ 
> /opt/csw/apache/lib/perl) at (eval 1360) line 3.
> 113417 
> 113418  Stack:
> 113419    [(eval 1360):3]
> 113420    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
> 113421    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
> 113422    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
> 113423    [/opt/csw/rt3/lib/RT/Record.pm:1444]
> 113424    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
> 113425    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
> 113426    [/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]
> 113427    [/opt/csw/rt3/share/html/Ticket/Update.html:137]
> 113428    [/opt/csw/rt3/share/html/autohandler:292]
> 113429 
> 113430 
> 113431  Stack:
> 113432    [/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]
> 113433    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
> 113434    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
> 113435    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
> 113436    [/opt/csw/rt3/lib/RT/Record.pm:1444]
> 113437    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
> 113438    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
> 113439    [/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]
> 113440    [/opt/csw/rt3/share/html/Ticket/Update.html:137]
> 113441    [/opt/csw/rt3/share/html/autohandler:292] 
> (/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)
> 113442  [Thu Apr 17 19:42:16 2008] [error]: Scrip Prepare 7 died. - 
> Require of RT::Action::rt-3.6.3-561-1208461336-1233 failed.
> 113443  syntax error at (eval 1300) line 1, near "require RT::Action::rt-"
> 113444 
> 113445 
> 113446  Stack:
> 113447    [/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]
> 113448    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
> 113449    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
> 113450    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
> 113451    [/opt/csw/rt3/lib/RT/Record.pm:1444]
> 113452    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
> 113453    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
> 113454    [/opt/csw/rt3/lib/RT/Interface/Web.pm:570]
> 113455    [/opt/csw/rt3/share/html/Ticket/Display.html:142]
> 113456    [/opt/csw/rt3/share/html/Ticket/Update.html:216]
> 113457    [/opt/csw/rt3/share/html/autohandler:292] 
> (/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)
> 113458  [Thu Apr 17 19:42:16 2008] [error]: Scrip Prepare 6 died. - 
> Undefined subroutine &Scalar::Util::weaken called at 
> /opt/csw/rt3/lib/RT/Action/Generic.pm line 107.
> 113459 
> 113460  Stack:
> 113461    [/opt/csw/rt3/lib/RT/Action/Generic.pm:107]
> 113462    [/opt/csw/rt3/lib/RT/Action/Generic.pm:79]
> 113463    [/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:177]
> 113464    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
> 113465    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
> 113466    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
> 113467    [/opt/csw/rt3/lib/RT/Record.pm:1444]
> 113468    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
> 113469    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
> 113470    [/opt/csw/rt3/lib/RT/Interface/Web.pm:570]
> 113471    [/opt/csw/rt3/share/html/Ticket/Display.html:142]
> 113472    [/opt/csw/rt3/share/html/Ticket/Update.html:216]
> 113473    [/opt/csw/rt3/share/html/autohandler:292] 
> (/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)
> 113474  [Thu Apr 17 19:42:16 2008] [error]: Scrip Prepare 1 died. - 
> Require of RT::Action::rt-3.6.3-561-1208461336-1233 failed.
> 113475  syntax error at (eval 1311) line 1, near "require RT::Action::rt-"
> 113476 
> 113477 
> 113478  Stack:
> 113479    [/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]
> 113480    [/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
> 113481    [/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
> 113482    [/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
> 113483    [/opt/csw/rt3/lib/RT/Record.pm:1444]
> 113484    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
> 113485    [/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
> 113486    [/opt/csw/rt3/lib/RT/Interface/Web.pm:570]
> 113487    [/opt/csw/rt3/share/html/Ticket/Display.html:142]
> 113488    [/opt/csw/rt3/share/html/Ticket/Update.html:216]
> 113489    [/opt/csw/rt3/share/html/autohandler:292] 
> (/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)
> ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------
>
>
>     Loaded perl modules
>
> Perl v5.8.8 under solaris 
>   Apache v1.27;
>   Apache::Connection v1.00;
>   Apache::Constants v1.09;
>   Apache::DBI v1.05;
>   Apache::Registry v2.01;
>   Apache::Request v1.33;
>   Apache::Server v1.01;
>   Apache::Session v1.82;
>   Apache::Session::Generate::MD5 v2.1;
>   Apache::Session::Lock::MySQL v1.00;
>   Apache::Session::MySQL v1.01;
>   Apache::Session::Serialize::Storable v1.00;
>   Apache::Session::Store::DBI v1.02;
>   Apache::Session::Store::MySQL v1.04;
>   Apache::Status v2.03;
>   Apache::Table v0.01;
>   AutoLoader v5.60;
>   B v1.09_01;
>   base v2.07;
>   Benchmark v1.07;
>   bytes v1.02;
>   Cache::Simple::TimedExpiry v0.27;
>   Carp v1.04;
>   CGI v3.27;
>   CGI::Cookie v1.27;
>   CGI::Util v1.5;
>   Class::Container v0.12;
>   Class::Data::Inheritable v0.06;
>   Class::ReturnValue v0.53;
>   Clone v0.22;
>   constant v1.05;
>   Cwd v3.24;
>   Data::Dumper v2.121_08;
>   Date::Format v2.22;
>   Date::Parse v2.27;
>   DBD::mysql v4.004;
>   DBI v1.54;
>   DBIx::SearchBuilder v1.45;
>   DBIx::SearchBuilder::Union v0;
>   DBIx::SearchBuilder::Unique v0.01;
>   Devel::StackTrace v1.13;
>   Devel::StackTraceFrame v0.6;
>   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;
>   Encode::Guess v2.00;
>   Encode::Unicode v2.02;
>   Errno v1.0901;
>   Exception::Class v1.23;
>   Exception::Class::Base v1.2;
>   Exporter v5.58;
>   Exporter::Heavy v5.58;
>   Fcntl v1.05;
>   File::Basename v2.74;
>   File::Glob v1.05;
>   File::Path v1.08;
>   File::Spec v3.24;
>   File::Spec::Unix v1.5;
>   File::Temp v0.18;
>   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 v3.56;
>   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::Wrap v2.110;
>   IO::WrapTie v2.110;
>   IPC::Open2 v1.02;
>   IPC::Open3 v1.02;
>   lib v0.5565;
>   List::Util v1.19;
>   Locale::Maketext v1.09;
>   Locale::Maketext::Fuzzy v0.02;
>   Locale::Maketext::Lexicon v0.62;
>   Locale::Maketext::Lexicon::Gettext v0.15;
>   Log::Dispatch v2.16;
>   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::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 v1.29;
>   Module::Versions::Report v1.02;
>   overload v1.04;
>   Params::Validate v0.87;
>   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 v1.19;
>   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 v2.02;
>   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 v2006.0814;
>   Time::Timezone v2006.0814;
>   Time::Zone v2.22;
>   Tree::Simple v1.17;
>   UNIVERSAL v1.01;
>   UNIVERSAL::require v0.11;
>   URI v1.35;
>   URI::Escape v3.28;
>   URI::URL v5.03;
>   URI::WithBase v2.19;
>   utf8 v1.06;
>   vars v1.01;
>   warnings v1.05;
>   warnings::register v1.01;
>   XSLoader v0.06;
>
>
>   
>
>
>     RT Variables
>
> RT::AmbiguousDayInPast 	1
> RT::BasePath 	/opt/csw/rt3
> RT::BinPath 	/opt/csw/rt3/bin
> RT::CORE_CONFIG_FILE 	/opt/csw/rt3/etc/RT_Config.pm
> RT::CommentAddress 	rt-comment at idahub.ucsd.edu
> RT::CorrespondAddress 	rt-comment at idahub.ucsd.edu
> RT::DatabaseHost 	localhost
> RT::DatabaseName 	rt3
> RT::DatabasePassword 	/Password not printed/
> RT::DatabaseRTHost 	localhost
> RT::DatabaseType 	mysql
> RT::DatabaseUser 	mmmm
> RT::DateDayBeforeMonth 	1
> RT::DefaultSearchResultFormat 	'<B><A 
> HREF="/rt3/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', 
> '<B><A 
> HREF="/rt3/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/csw/rt3/etc
> RT::FriendlyFromLineFormat 	"%s via RT" <%s>
> RT::FriendlyToLineFormat 	"%s of ucsd.edu Ticket #%s":;
> RT::LocalEtcPath 	/opt/csw/rt3/local/etc
> RT::LocalLexiconPath 	/opt/csw/rt3/local/po
> RT::LocalPath 	/opt/csw/rt3/local
> RT::LogDir 	/opt/csw/rt3/var/log
> RT::LogToFileNamed 	rt.log
> RT::LogToScreen 	error
> RT::LogToSyslog 	debug
> RT::LogoURL 	/rt3/NoAuth/images/PROJECT_IDA.jpg
> RT::LoopsToRTOwner 	1
> RT::MailCommand 	sendmail
> RT::MasonComponentRoot 	/opt/csw/rt3/share/html
> RT::MasonDataDir 	/opt/csw/rt3/var/mason_data
> RT::MasonLocalComponentRoot 	/opt/csw/rt3/local/html
> RT::MasonSessionDir 	/opt/csw/rt3/var/session_data
> RT::MaxAttachmentSize 	10000000
> RT::MaxInlineBody 	13456
> RT::MessageBoxWidth 	72
> RT::MessageBoxWrap 	HARD
> RT::MinimumPasswordLength 	5
> RT::NotifyActor 	1
> RT::Organization 	ucsd.edu
> RT::OwnerEmail 	judy
> RT::ParseNewMessageForTicketCcs 	1
> RT::RTAddressRegexp 	^rt\@idahub.ucsd.edu$
> RT::RecordOutgoingEmail 	1
> RT::RedistributeAutoGeneratedMessages 	privileged
> RT::SITE_CONFIG_FILE 	/opt/csw/rt3/etc/RT_SiteConfig.pm
> RT::SendmailArguments 	-oi -t -ODeliveryMode=b -OErrorMode=m
> RT::SendmailBounceArguments 	-f "<>"
> RT::SendmailPath 	/usr/sbin/sendmail
> RT::ShowTransactionImages 	1
> RT::StatementLog 	1
> RT::StoreLoops 	1
> RT::StrictLinkACL 	1
> RT::Timezone 	US/Pacific
> RT::UseFriendlyFromLine 	1
> RT::VERSION 	3.6.3
> RT::VarPath 	/opt/csw/rt3/var
> RT::WebBaseURL 	http://idahub.ucsd.edu:80
> RT::WebDefaultStylesheet 	3.5-default
> RT::WebFlushDbCacheEveryRequest 	1
> RT::WebImagesURL 	/rt3/NoAuth/images/
> RT::WebPath 	/rt3
> RT::WebPort 	80
> RT::WebURL 	http://idahub.ucsd.edu:80/rt3/
> RT::WikiImplicitLinks 	1
> RT::rtname 	ucsd.edu
>
>
>     Perl configuration
>
> Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
>   Platform:
>     osname=solaris, osvers=2.8, archname=sun4-solaris-thread-multi
>     uname='sunos ra 5.8 generic_117350-46 sun4u sparc sunw,sun-blade-1000'
>     config_args=''
>     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 -xO3 -xarch=v8 -xspace -xildoff -I/opt/csw/bdb44/include -I/opt/csw/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64',
>     optimize='-xO3 -xarch=v8 -xspace -xildoff',
>     cppflags='-D_REENTRANT -xO3 -xarch=v8 -xspace -xildoff -I/opt/csw/bdb44/include -I/opt/csw/include'
>     ccversion='Sun C 5.8 Patch 121015-04 2007/01/10', gccversion='', gccosandvers=''
>     intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=4321
>     d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16
>     ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8
>     alignbytes=8, prototype=define
>   Linker and Libraries:
>     ld='cc', ldflags ='-xarch=v8 -L/opt/csw/bdb44/lib -L/opt/csw/lib -L/usr/lib -L/usr/ccs/lib -L/opt/SUNWspro/prod/lib/v8plus -L/opt/SUNWspro/prod/lib -L/lib'
>     libpth=/usr/lib /usr/ccs/lib /opt/SUNWspro/prod/lib/v8plus /opt/SUNWspro/prod/lib /lib /opt/csw/lib
>     libs=-lsocket -lnsl -lgdbm -ldb-4.4 -ldl -lm -lpthread -lc
>     perllibs=-lsocket -lnsl -ldb-4.4 -ldl -lm -lpthread -lc
>     libc=/lib/libc.so, so=so, useshrplib=true, libperl=libperl.so.5.8.8
>     gnulibc_version=''
>   Dynamic Linking:
>     dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-R /opt/csw/lib'
>     cccdlflags='-KPIC', lddlflags='-G -L/opt/csw/bdb44/lib -L/opt/csw/lib -L/usr/lib -L/usr/ccs/lib -L/opt/SUNWspro/prod/lib/v8plus -L/opt/SUNWspro/prod/lib -L/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 emmanuel.nnko at gmail.com  Tue Apr 22 09:18:03 2008
From: emmanuel.nnko at gmail.com (Emmanuel Nnko)
Date: Tue, 22 Apr 2008 16:18:03 +0300
Subject: [rt-users] Failure to Create User
Message-ID: <f0c0b990804220618m2a138e1dp3727107606a303db@mail.gmail.com>

Dear All,

I have installed the RT 3.6.5 originally using it's database (Pg) for
authentication. Initially it went fine with all the features working.

However, I decided to enable authentication of RT through AD (
tradardc02.tra.go.tz) as shown in the attached RT_SiteConfig file. On
choosing the priority I set AD as the primary choice and 'localhost' -
meaning the RT database for authentication. Now I am getting the following
errors:

x1 - [Tue Apr 22 12:40:23 2008] [crit]: Failed to create user
rm_kagera at tra.go.tz: Co
uld not set user info (/usr/lib/RT/User_Overlay.pm:617)
[Tue Apr 22 12:40:23 2008] [error]: Could not load create a user with the
email
address 'rm_kagera at tra.go.tz' to add as a watcher for ticket 667
(/usr/lib/RT/Ti
cket_Overlay.pm:1424)

x2- [Tue Apr 22 12:51:12 2008] [error]: Invalid type specification in config
tradard
c02.tra.go.tz (/usr/lib/RT/User_Vendor.pm:289)
[Tue Apr 22 12:51:12 2008] [error]: Invalid type specification in config
localho
st (/usr/lib/RT/User_Vendor.pm:289)

Please help to resolve these problems.

With kindest regards,

Emmanuel
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From lgrella at acquiremedia.com  Tue Apr 22 10:08:17 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Tue, 22 Apr 2008 07:08:17 -0700 (PDT)
Subject: [rt-users]  Owners of queues
Message-ID: <16824297.post@talk.nabble.com>


I have used the scrip recommended in this forum for setting the default owner
of a queue. Is there any way to prevent certain users from choosing an owner
from the dropdown list of owners when creating a ticket? This is exactly
what I want to do:

If the user creating the ticket can own in the queue, they can set the owner
to themselves or the default owner. 

If the user creating the ticket cannot own in the queue, the ticket can only
be assigned to the default owner. 

Certain people (per queue) should be able to set the owner on create to
anyone in the queue. For example, the owner of the queue can set the owner
of a ticket on create. 

Is this possible?
-- 
View this message in context: http://www.nabble.com/Owners-of-queues-tp16824297p16824297.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From mike.peachey at jennic.com  Tue Apr 22 10:10:26 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 22 Apr 2008 15:10:26 +0100
Subject: [rt-users] Failure to Create User
In-Reply-To: <f0c0b990804220618m2a138e1dp3727107606a303db@mail.gmail.com>
References: <f0c0b990804220618m2a138e1dp3727107606a303db@mail.gmail.com>
Message-ID: <480DF1D2.4060204@jennic.com>

Emmanuel Nnko wrote:
> Dear All,
>  
> I have installed the RT 3.6.5 originally using it's database (Pg) for 
> authentication. Initially it went fine with all the features working.
>  
> However, I decided to enable authentication of RT through AD 
> (tradardc02.tra.go.tz <http://tradardc02.tra.go.tz>) as shown in the 
> attached RT_SiteConfig file. On choosing the priority I set AD as the 
> primary choice and 'localhost' - meaning the RT database for 
> authentication. Now I am getting the following errors:

Emmanuel, your RT_SiteConfig is a complete mess. You need to remove ALL 
your LDAP related settings and start again from scratch using the 
information here:

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

To start with, you do not specify the hostname of your AD server in 
ExternalAuthPriority. ExternalAuthPriority simply defines which config 
sets to use from the ExternalSettings directive. If you only have one AD 
server, you should only have one entry in ExternalAuthPriority and it 
should be a name you choose for your AD server and it should match the 
name of a config set in ExternalSettings.

Also, authentication will always fall back to RT. Any user in RT's 
internal database will always be checked if they are not authenticated 
out of AD.

Let us know when you've fixed it up a bit.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From ghenry at suretecsystems.com  Tue Apr 22 11:33:26 2008
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Tue, 22 Apr 2008 16:33:26 +0100 (BST)
Subject: [rt-users] Synchronising IDs?
Message-ID: <43187.212.159.59.85.1208878406.squirrel@webmail.suretecsystems.com>

Dear All,

We have a public site for enquiries with it's own management interface.

Currently all our web enquiries get saved in our DB on the public site.

When a member of staff is about to deal with an enquiry they click a
link on our intranet (which is connected to the public site db) which
sends an email from the customers address to RT and RT forwards it to the
member of staff.

The replies can go back and forth via RT and can be monitored by any of
the queue admins.

All messages must have a note stating the subject must contain the
reference number.

No staff have access to RT web GUI, only Team admins, as we don't want
tickets to be picked and chosen depending on enquiry value, as it's first
come first serve.

Problem:

When we create the original request the customer is given a reference
number on the public system. Forwarding to RT creates a seccond reference.

The problem is the two different systems,as the public one has all the
stats etc that have been home grown over a long period. Can anyone suggest
a way to change the RT id to match the Public system enquiry id?

We could not send the public system autoreply and use an RT one, but then
we can't tie in the enquiry form enquiry to the RT ticket.

I was thinking about CommandsByEmail and parsing the public system id and
changing the RT id, but that may tramp on things.

Any tips appreciated.

Gavin.


From KFCrocker at lbl.gov  Tue Apr 22 12:54:28 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 22 Apr 2008 09:54:28 -0700
Subject: [rt-users] Multiple faces for single queue?
In-Reply-To: <4F2E48EA-D97B-4311-AC19-550A954F9839@netspot.com.au>
References: <4F2E48EA-D97B-4311-AC19-550A954F9839@netspot.com.au>
Message-ID: <480E1844.3010101@lbl.gov>

Tom,


	You pretty much stated your own answer. Yes, by using a CF you can set 
up several scrips to execute when the value of the CF is "whatever" or 
"whatever2", etc. Each scrip would specify a different template to be 
used for the customers with the correct value. Example below:

# Condition:   User Defined
# Action:      Notify Customer type X
# Template:    Global template: Ticket Created for X Customer

# condition execution on CF QA Approved

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq 'CustomField')
     {my $cf = new RT::CustomField($RT::SystemUser);
         $cf->LoadByName(Queue => $ticket->QueueObj->id,
          Name => "Customer Type");
      return 0 unless $cf->id;
      if  ($trans->Field == $cf->id &&
           $trans->NewValue eq "X")
           {
            return 1;
           }
     }

return 0;

	And the same for a different customer type:


# Condition:   User Defined
# Action:      Notify Customer type Z
# Template:    Global template: Ticket Created for Z Customer

# condition execution on CF QA Approved

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq 'CustomField')
     {my $cf = new RT::CustomField($RT::SystemUser);
         $cf->LoadByName(Queue => $ticket->QueueObj->id,
          Name => "Customer Type");
      return 0 unless $cf->id;
      if  ($trans->Field == $cf->id &&
           $trans->NewValue eq "Z")
           {
            return 1;
           }
     }

return 0;

	These two notification scrips will use a different template for the 
customer based on the value of the CF. Hope this helps.


Kenn
LBNL


On 4/21/2008 8:08 PM, Tom Lanyon wrote:
> Hi list,
> 
> Is there an existing solution to have a single queue (used for product  
> support) to be used for multiple clients? In our case, different  
> clients require different support email addresses and ticket auto- 
> response messages, but all other queue behavior, watchers, scrips etc  
> is the same.
> 
> I'm sure it would not be difficult to, on ticket creation, parse the  
> incoming messages for a "To:" header and set a "Client" custom field  
> based on this. Then for all other actions (auto response, etc), we  
> could use this custom field to look up the appropriate templates.  
> However, I was wondering if this had already been done, as it seems  
> like it would be a common RT usage scenario.
> 
> Regards,
> Tom
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From KFCrocker at lbl.gov  Tue Apr 22 13:03:53 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 22 Apr 2008 10:03:53 -0700
Subject: [rt-users] Owners of queues
In-Reply-To: <16824297.post@talk.nabble.com>
References: <16824297.post@talk.nabble.com>
Message-ID: <480E1A79.8090802@lbl.gov>

Igrella,


	Sure. But I think you'll have to hack in some code for when a ticket is 
created. I'm not sure, but I don't think a simple scrip (or set of 
scrips) will do it.

Kenn
LBNL

On 4/22/2008 7:08 AM, lgrella wrote:
> I have used the scrip recommended in this forum for setting the default owner
> of a queue. Is there any way to prevent certain users from choosing an owner
> from the dropdown list of owners when creating a ticket? This is exactly
> what I want to do:
> 
> If the user creating the ticket can own in the queue, they can set the owner
> to themselves or the default owner. 
> 
> If the user creating the ticket cannot own in the queue, the ticket can only
> be assigned to the default owner. 
> 
> Certain people (per queue) should be able to set the owner on create to
> anyone in the queue. For example, the owner of the queue can set the owner
> of a ticket on create. 
> 
> Is this possible?



From fabric at northwestern.edu  Tue Apr 22 15:03:35 2008
From: fabric at northwestern.edu (Chris Fabri)
Date: Tue, 22 Apr 2008 14:03:35 -0500
Subject: [rt-users] turn off ticket creation via email
Message-ID: <480E3687.7030704@northwestern.edu>

I have certain queues that I don't want users to be able to create new 
tickets in via email.  I want to force them to use the web interface. 
Is there a way to do this on a per queue basis?    chris



From Dominic.Lepiane at ptgrey.com  Tue Apr 22 15:07:12 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Tue, 22 Apr 2008 12:07:12 -0700
Subject: [rt-users] Reply address munged
Message-ID: <CBBF65F82D50294190C8F76CA267464274BFA372@rosser.pointgrey.local>

Hi,

If a person emails in to a Queue they don't have permissions to create a ticket in, then our system emails them back and the From (or Reply?) address is "support at ptgrey.com"@ptgrey.com which, as you might guess, is horribly wrong.  Where can I fix this?  Our RT_SiteConfig is pretty basic and likewise with the Postfix config which are my two suspects, am I looking for something in specific?

We are running RT in Apache2 w/ mod_perl.

TIA!

--
Dominic Lepiane
Network Administrator
Point Grey Research
604 730 9937 x283

From Dominic.Lepiane at ptgrey.com  Tue Apr 22 15:10:39 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Tue, 22 Apr 2008 12:10:39 -0700
Subject: [rt-users] FW:  Reply address munged
Message-ID: <CBBF65F82D50294190C8F76CA267464274BFA373@rosser.pointgrey.local>

This mailbox is still on the list, can some list admin please remove this?

TIA


Dominic Lepiane
-------------- next part --------------
An embedded message was scrubbed...
From: Post Office
Subject: NDN: [rt-users] Reply address munged
Date: Tue, 22 Apr 2008 12:08:19 -0700
Size: 1283
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20080422/d599afc3/attachment.eml>

From Roy.Sowa at rcmp-grc.gc.ca  Tue Apr 22 14:56:27 2008
From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa)
Date: Tue, 22 Apr 2008 14:56:27 -0400
Subject: [rt-users] Include earlier "binary attachment" in outgoing template
Message-ID: <480DFC9B020000AE00006F31@ACPIC-S406.a.rcmp-grc.gc.ca>

Hi List,
    I am trying  to use a scrip/template to include/attachments that were provided to the ticket in earlier transactions.
    ( ie the requestor attached a file with the initial request ).
    The template will  send  to external non-RT defined users ( ie not CC'c AdminCC's or watchers ) with no access to RT.
    The template fires based on a selection made to a CF that has the email address's of people in a somewhat long dropdown list.

    So basically what I have working now is;
 1.    Ticket comes into RT 
 2.   It may or may not have a file attached 
 3.   AdminCC's of queue are notified, they review ticket request content and then using the Custom field dropdown list , select  appropriate person's email .
4.   this change to that custom field automatically fires off the template which uses that CF email selection as the TO:  in the template.
      the template boilerplate contains the initial ticket request content ....

The problem I have is I can't seem to get the file ( if there is one ) that was attached by the requestor  to be included in the outgoing email as well.

Anybody doing something like this and have a hint or two they can share...


   




From KFCrocker at lbl.gov  Tue Apr 22 15:25:34 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 22 Apr 2008 12:25:34 -0700
Subject: [rt-users] MAJOR RT HELP NEEDED
Message-ID: <480E3BAE.9070803@lbl.gov>

To all,


	I just got the wierdest call from a user. He is an AdminCc and cannot 
see his Queue. So, I went into RT and I could see the Queue. Then I went 
to Watchers for the Queue and saw he wasn't listed as the AdminCc. I 
tried to add him as the AdminCc and I got an error message that the 
"GroupID could not be found!. HHHMMM. He exists as the AdminCc for other 
quese and I can see him as a "Privileged" user. I then went to 
COnfig->Queues and selected the queue and then Group rights. WOW! There 
were NO ROLES listed under group rights for this queue. So I went to the 
DataBase and found a VERY interesting situation.I looked at the 
following tables:

	USERS
	GROUPS
	QUEUES
	ACL
	PRINCIPALS
	GROUPMEMBERS
	CACHEDGROUPMEMBERS

	I found that the Group Ids for RT::Queue-Role (AdminCc, Cc, Requestor, 
& Owner) for that queue did not exist. I did find the user as a group 
member in the GROUPMEMBER Table and found that OBJECTID/GROUPID in all 
other tables. So, somehow (don't we all ove that term?) 4 records from 
the GROUP Table are missing. I checked ALL the records for ALL the other 
Queues (wow, very time consuming) and there were no other anomolies.
	So now my question is what to do. I could go into the DataBase and 
insert records that look exactly like the others only with the correct 
GroupId's (6850/AdminCc, 6851/Cc, 6852/Requestor, 6853/Owner), but I 
thought I'd ask if anyone has ever seen this and if there is a better 
suggestion out there.
	I also could create another temporary queue and move ALL ticket from 
the bad one over, delete the bad queue and then re-create it and move 
the tickets back. That would also mean dropping all the rights for the 
bad queue first so when I re-create the queue, it might re-establish 
those groupIDs.
	Anyone??!!
	Thanks a WHOLE BUNCH on this one, for sure, man.


Kenn
LBNL



From Dominic.Lepiane at ptgrey.com  Tue Apr 22 15:31:27 2008
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Tue, 22 Apr 2008 12:31:27 -0700
Subject: [rt-users] Reply address munged
In-Reply-To: <CBBF65F82D50294190C8F76CA267464274BFA372@rosser.pointgrey.local>
References: <CBBF65F82D50294190C8F76CA267464274BFA372@rosser.pointgrey.local>
Message-ID: <CBBF65F82D50294190C8F76CA267464274BFA374@rosser.pointgrey.local>

As the master of answering my own questions:

Turns out my predacessor(s) had escapped the @ in CorrespondAddress so it looks like this:

Set($CorrespondAddress , 'support\@ptgrey.com');

Yeah, removed the \ and we are all better now, thanks.

Okay, well sorry for spamming the list.

Dominic Lepiane


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
> Of Dominic Lepiane
> Sent: Tuesday, April 22, 2008 12:07 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Reply address munged
>
> Hi,
>
> If a person emails in to a Queue they don't have permissions
> to create a ticket in, then our system emails them back and
> the From (or Reply?) address is
> "support at ptgrey.com"@ptgrey.com which, as you might guess, is
> horribly wrong.  Where can I fix this?  Our RT_SiteConfig is
> pretty basic and likewise with the Postfix config which are
> my two suspects, am I looking for something in specific?
>
> We are running RT in Apache2 w/ mod_perl.
>
> TIA!
>
> --
> Dominic Lepiane
> Network Administrator
> Point Grey Research
> 604 730 9937 x283
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com Commercial
> support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From lgrella at acquiremedia.com  Tue Apr 22 15:43:33 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Tue, 22 Apr 2008 12:43:33 -0700 (PDT)
Subject: [rt-users] Owners of queues
In-Reply-To: <16824297.post@talk.nabble.com>
References: <16824297.post@talk.nabble.com>
Message-ID: <16825630.post@talk.nabble.com>


I have something I wanted to add to this thread that I found interesting.....

I have taken away the createTicket rights from most queues but 1(general),
so that users will have to create in the general, and then we can triage
them and assign them to who we see fit...

everyone has seeQueue rights, so if they own a ticket and want to move it to
another queue, they see the queues in the queue dropdown in basics, but if
they try to switch the ticket to a queue that they do not have createTicket
rights in, it does not let them move it and gives them this message: ?Ticket
###: You may not create requests in that queue.?

I turned back on createTicket in that queue, and then it let the user move
the ticket.


lgrella wrote:
> 
> I have used the scrip recommended in this forum for setting the default
> owner of a queue. Is there any way to prevent certain users from choosing
> an owner from the dropdown list of owners when creating a ticket? This is
> exactly what I want to do:
> 
> If the user creating the ticket can own in the queue, they can set the
> owner to themselves or the default owner. 
> 
> If the user creating the ticket cannot own in the queue, the ticket can
> only be assigned to the default owner. 
> 
> 
> 
> 
> Certain people (per queue) should be able to set the owner on create to
> anyone in the queue. For example, the owner of the queue can set the owner
> of a ticket on create. 
> 
> Is this possible?
> 

-- 
View this message in context: http://www.nabble.com/Owners-of-queues-tp16824297p16825630.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From KFCrocker at lbl.gov  Tue Apr 22 15:56:20 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 22 Apr 2008 12:56:20 -0700
Subject: [rt-users] Owners of queues
In-Reply-To: <16825630.post@talk.nabble.com>
References: <16824297.post@talk.nabble.com> <16825630.post@talk.nabble.com>
Message-ID: <480E42E4.3060202@lbl.gov>

Igrella,



	We have the same type of setup, only on a much larger scale. We have a 
"General" Queue that regular users (users that are not in a support 
group) can create tickets in. Then we have users that are in a "Support" 
group and we give that group the rights to create tickets in other 
queues. So, when a "regular" users creates a ticket in the general 
queue, the ticket is reviewed by the "support" group users who, in turn, 
move the tickets to where they need to be. That way, we do not have 
"regular" users creating tickets in other queues. Maybe this will work 
for you, too.

Kenn
LBNL

On 4/22/2008 12:43 PM, lgrella wrote:
> I have something I wanted to add to this thread that I found interesting.....
> 
> I have taken away the createTicket rights from most queues but 1(general),
> so that users will have to create in the general, and then we can triage
> them and assign them to who we see fit...
> 
> everyone has seeQueue rights, so if they own a ticket and want to move it to
> another queue, they see the queues in the queue dropdown in basics, but if
> they try to switch the ticket to a queue that they do not have createTicket
> rights in, it does not let them move it and gives them this message: ?Ticket
> ###: You may not create requests in that queue.?
> 
> I turned back on createTicket in that queue, and then it let the user move
> the ticket.
> 
> 
> lgrella wrote:
>> I have used the scrip recommended in this forum for setting the default
>> owner of a queue. Is there any way to prevent certain users from choosing
>> an owner from the dropdown list of owners when creating a ticket? This is
>> exactly what I want to do:
>>
>> If the user creating the ticket can own in the queue, they can set the
>> owner to themselves or the default owner. 
>>
>> If the user creating the ticket cannot own in the queue, the ticket can
>> only be assigned to the default owner. 
>>
>>
>>
>>
>> Certain people (per queue) should be able to set the owner on create to
>> anyone in the queue. For example, the owner of the queue can set the owner
>> of a ticket on create. 
>>
>> Is this possible?
>>
> 



From gleduc at mail.sdsu.edu  Tue Apr 22 16:00:07 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 22 Apr 2008 13:00:07 -0700
Subject: [rt-users] turn off ticket creation via email
In-Reply-To: <480E3687.7030704@northwestern.edu>
References: <480E3687.7030704@northwestern.edu>
Message-ID: <6.2.1.2.2.20080422125619.023b5b28@mail.sdsu.edu>

Hi Chris,

I haven't tried this, but it seems to me that it ought to work.  If I 
wanted to do this on my installation (we use sendmail as our MTA), I'd 
remove the alias for that queue from sendmail's aliases file and then set 
the reply-to address for the queue to my "generic" RT address.  That way 
there won't be an e-mail address for the queue.  Replies to ticket-related 
mail will still get into RT and be filed with the ticket via the generic 
address.

Regards,
Gene

At 12:03 PM 4/22/2008, Chris Fabri wrote:
>I have certain queues that I don't want users to be able to create new
>tickets in via email.  I want to force them to use the web interface.
>Is there a way to do this on a per queue basis?    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


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



From lists at masonc.com  Tue Apr 22 16:51:48 2008
From: lists at masonc.com (Chris Mason (Lists))
Date: Tue, 22 Apr 2008 16:51:48 -0400
Subject: [rt-users] Paid assistance
Message-ID: <480E4FE4.1060005@masonc.com>

I have spent three days trying to get my RT installation working, I have 
given up in frustration. It seems any minor item out of whack causes a 
complete failure in RT. I have asked for help on this mailing list but 
no-one has offered any insights into the problems I am experiencing.
Is there any one with the expertise to solve these issues that would be 
available for hire? It's either I hire someone or I find another ticket 
system.
Any takers?

Chris Mason

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



From bobg at uic.edu  Tue Apr 22 17:04:41 2008
From: bobg at uic.edu (Bob Goldstein)
Date: Tue, 22 Apr 2008 16:04:41 -0500
Subject: [rt-users] Paid assistance
In-Reply-To: Your message of "Tue, 22 Apr 2008 16:51:48 EDT."
	<480E4FE4.1060005@masonc.com> 
Message-ID: <200804222104.m3ML4fhV004564@remora.cc.uic.edu>

>I have spent three days trying to get my RT installation working, I have 
>given up in frustration. It seems any minor item out of whack causes a 
>complete failure in RT. I have asked for help on this mailing list but 
>no-one has offered any insights into the problems I am experiencing.
>Is there any one with the expertise to solve these issues that would be 
>available for hire? It's either I hire someone or I find another ticket 
>system.
>Any takers?

...

>Commercial support: sales at bestpractical.com

  I couldn't help but notice, the above line is in the footer of this list.
   
      bobg


From Roy.Sowa at rcmp-grc.gc.ca  Tue Apr 22 17:10:45 2008
From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa)
Date: Tue, 22 Apr 2008 17:10:45 -0400
Subject: [rt-users] Include all ticket attachments in template output
Message-ID: <480E1C15020000AE00006F35@ACPIC-S406.a.rcmp-grc.gc.ca>

Hi List,
    I am trying  to use a scrip/template to include/attachments that were provided to the ticket in earlier transactions.
    ( ie the requestor attached a file with the initial request ).
    The template will  send  to external non-RT defined users ( ie not CC'c AdminCC's or watchers ) with no access to RT.
    The template fires based on a selection made to a CF that has the email address's of people in a somewhat long dropdown list.

    So basically what I have working now is;
 1.    Ticket comes into RT 
 2.   It may or may not have a file attached 
 3.   AdminCC's of queue are notified, they review ticket request content and then using the Custom field dropdown list , select  appropriate person's email .
4.   this change to that custom field automatically fires off the template which uses that CF email selection as the TO:  in the template.
      the template boilerplate contains the initial ticket request content ....

The problem I have is I can't seem to get the file ( if there is one ) that was attached by the requestor  to be included in the outgoing email as well.

Anybody doing something like this and have a hint or two they can share...




From thierry.thelliez.tech at gmail.com  Tue Apr 22 17:37:34 2008
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Tue, 22 Apr 2008 15:37:34 -0600
Subject: [rt-users] RT not generating email for CCs/AdminCCs
In-Reply-To: <42f5c4430804211725i53f9265h92efd2f9a607c448@mail.gmail.com>
References: <EE1E3E37-47F3-4BAA-A4A0-688C6AB5D47A@cira.ca>
	<475838C8.4030706@lbl.gov>
	<37E1FC16-20A0-4CEA-AD80-0D53572C8B2C@cira.ca>
	<47583DAB.7050801@lbl.gov>
	<0E37C1EE-BCC8-4C94-AB7F-9707F17FD4CE@cira.ca>
	<47584B66.3080205@lbl.gov>
	<42f5c4430804181739y113f74e0l5a358a139ab62a64@mail.gmail.com>
	<480C84EA.2090905@ucrwcu.rwc.uc.edu>
	<42f5c4430804211626v9c8a6d3ob60408dffcdf92a9@mail.gmail.com>
	<42f5c4430804211725i53f9265h92efd2f9a607c448@mail.gmail.com>
Message-ID: <42f5c4430804221437r14a8a5d0jc17cc348e44a611b@mail.gmail.com>

I am still stuck trying to have the CC field working (not the watcher): .

According to the log, my added scrip (On Resolve Notify Other
Recipients with template Resolved) is called but no emails are going
out for the CC field: 'No recipients found. Not sending.'.

On the other hand, the default scrip #9 (On Comment Notify Other
Recipients as Comment with template Correspondence) works for the CC
field (if some text is present in the Message box).

What am I missing?

Thierry


From gleduc at mail.sdsu.edu  Tue Apr 22 17:47:10 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 22 Apr 2008 14:47:10 -0700
Subject: [rt-users] RT not generating email for CCs/AdminCCs
In-Reply-To: <42f5c4430804221437r14a8a5d0jc17cc348e44a611b@mail.gmail.co
 m>
References: <EE1E3E37-47F3-4BAA-A4A0-688C6AB5D47A@cira.ca>
	<475838C8.4030706@lbl.gov>
	<37E1FC16-20A0-4CEA-AD80-0D53572C8B2C@cira.ca>
	<47583DAB.7050801@lbl.gov>
	<0E37C1EE-BCC8-4C94-AB7F-9707F17FD4CE@cira.ca>
	<47584B66.3080205@lbl.gov>
	<42f5c4430804181739y113f74e0l5a358a139ab62a64@mail.gmail.com>
	<480C84EA.2090905@ucrwcu.rwc.uc.edu>
	<42f5c4430804211626v9c8a6d3ob60408dffcdf92a9@mail.gmail.com>
	<42f5c4430804211725i53f9265h92efd2f9a607c448@mail.gmail.com>
	<42f5c4430804221437r14a8a5d0jc17cc348e44a611b@mail.gmail.com>
Message-ID: <6.2.1.2.2.20080422144541.023b4188@mail.sdsu.edu>

The first line of your Resolved template is a blank line, correct?

At 02:37 PM 4/22/2008, Thierry Thelliez wrote:
>I am still stuck trying to have the CC field working (not the watcher): .
>
>According to the log, my added scrip (On Resolve Notify Other
>Recipients with template Resolved) is called but no emails are going
>out for the CC field: 'No recipients found. Not sending.'.
>
>On the other hand, the default scrip #9 (On Comment Notify Other
>Recipients as Comment with template Correspondence) works for the CC
>field (if some text is present in the Message box).
>
>What am I missing?
>
>Thierry
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


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



From KFCrocker at lbl.gov  Tue Apr 22 18:05:15 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 22 Apr 2008 15:05:15 -0700
Subject: [rt-users] RT not generating email for CCs/AdminCCs
In-Reply-To: <42f5c4430804221437r14a8a5d0jc17cc348e44a611b@mail.gmail.com>
References: <EE1E3E37-47F3-4BAA-A4A0-688C6AB5D47A@cira.ca>
	<475838C8.4030706@lbl.gov>
	<37E1FC16-20A0-4CEA-AD80-0D53572C8B2C@cira.ca>
	<47583DAB.7050801@lbl.gov>
	<0E37C1EE-BCC8-4C94-AB7F-9707F17FD4CE@cira.ca>
	<47584B66.3080205@lbl.gov>
	<42f5c4430804181739y113f74e0l5a358a139ab62a64@mail.gmail.com>
	<480C84EA.2090905@ucrwcu.rwc.uc.edu>
	<42f5c4430804211626v9c8a6d3ob60408dffcdf92a9@mail.gmail.com>
	<42f5c4430804211725i53f9265h92efd2f9a607c448@mail.gmail.com>
	<42f5c4430804221437r14a8a5d0jc17cc348e44a611b@mail.gmail.com>
Message-ID: <480E611B.4000102@lbl.gov>

Thierry,


	Offhand, I can only think of a couple reasons. One is that the User ID 
you specified in the ticket CC field is invalid for some reason (not 
privileged or not in User table). The other is that your scrip should 
say the action is "Notify CC's" and not "Notify Others". I'd got to the 
DB first to see if you can see the user ID you are entering. Maybe the 
CC field needs the entire email address and not just the user id? Hope 
this helps.


Kenn
LBNL

On 4/22/2008 2:37 PM, Thierry Thelliez wrote:
> I am still stuck trying to have the CC field working (not the watcher): .
> 
> According to the log, my added scrip (On Resolve Notify Other
> Recipients with template Resolved) is called but no emails are going
> out for the CC field: 'No recipients found. Not sending.'.
> 
> On the other hand, the default scrip #9 (On Comment Notify Other
> Recipients as Comment with template Correspondence) works for the CC
> field (if some text is present in the Message box).
> 
> What am I missing?
> 
> Thierry
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From thierry.thelliez.tech at gmail.com  Tue Apr 22 18:40:47 2008
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Tue, 22 Apr 2008 16:40:47 -0600
Subject: [rt-users] RT not generating email for CCs/AdminCCs
In-Reply-To: <6.2.1.2.2.20080422144541.023b4188@mail.sdsu.edu>
References: <EE1E3E37-47F3-4BAA-A4A0-688C6AB5D47A@cira.ca>
	<47583DAB.7050801@lbl.gov>
	<0E37C1EE-BCC8-4C94-AB7F-9707F17FD4CE@cira.ca>
	<47584B66.3080205@lbl.gov>
	<42f5c4430804181739y113f74e0l5a358a139ab62a64@mail.gmail.com>
	<480C84EA.2090905@ucrwcu.rwc.uc.edu>
	<42f5c4430804211626v9c8a6d3ob60408dffcdf92a9@mail.gmail.com>
	<42f5c4430804211725i53f9265h92efd2f9a607c448@mail.gmail.com>
	<42f5c4430804221437r14a8a5d0jc17cc348e44a611b@mail.gmail.com>
	<6.2.1.2.2.20080422144541.023b4188@mail.sdsu.edu>
Message-ID: <42f5c4430804221540t208e5d01oad4ab4163dbbf5a5@mail.gmail.com>

Gene, the first line was not blank. I added an empty line but it did
not change anything as far as the emailing is concerned.

Same: No recipients found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:278)


Thierry


From thierry.thelliez.tech at gmail.com  Tue Apr 22 18:49:54 2008
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Tue, 22 Apr 2008 16:49:54 -0600
Subject: [rt-users] RT not generating email for CCs/AdminCCs
In-Reply-To: <480E611B.4000102@lbl.gov>
References: <EE1E3E37-47F3-4BAA-A4A0-688C6AB5D47A@cira.ca>
	<47583DAB.7050801@lbl.gov>
	<0E37C1EE-BCC8-4C94-AB7F-9707F17FD4CE@cira.ca>
	<47584B66.3080205@lbl.gov>
	<42f5c4430804181739y113f74e0l5a358a139ab62a64@mail.gmail.com>
	<480C84EA.2090905@ucrwcu.rwc.uc.edu>
	<42f5c4430804211626v9c8a6d3ob60408dffcdf92a9@mail.gmail.com>
	<42f5c4430804211725i53f9265h92efd2f9a607c448@mail.gmail.com>
	<42f5c4430804221437r14a8a5d0jc17cc348e44a611b@mail.gmail.com>
	<480E611B.4000102@lbl.gov>
Message-ID: <42f5c4430804221549x2cec97acwe7795c4c0538d95e@mail.gmail.com>

Kenn,
I did not enter a userID. I used a valid email address. This email
address is picked up by the default scrip#9 but not by the one I
added...

I tested with another condition (On Status Change) and again the
Notify Other Recipients is not getting the CC email address.

Using Notify CCs emails the Watchers CCs. But it is not emailing the
email addresses in the CC field of the Resolve ticket form.


Thierry


From KFCrocker at lbl.gov  Tue Apr 22 19:57:20 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 22 Apr 2008 16:57:20 -0700
Subject: [rt-users] RT not generating email for CCs/AdminCCs
In-Reply-To: <42f5c4430804221549x2cec97acwe7795c4c0538d95e@mail.gmail.com>
References: <EE1E3E37-47F3-4BAA-A4A0-688C6AB5D47A@cira.ca>
	<47583DAB.7050801@lbl.gov>
	<0E37C1EE-BCC8-4C94-AB7F-9707F17FD4CE@cira.ca>
	<47584B66.3080205@lbl.gov>
	<42f5c4430804181739y113f74e0l5a358a139ab62a64@mail.gmail.com>
	<480C84EA.2090905@ucrwcu.rwc.uc.edu>
	<42f5c4430804211626v9c8a6d3ob60408dffcdf92a9@mail.gmail.com>
	<42f5c4430804211725i53f9265h92efd2f9a607c448@mail.gmail.com>
	<42f5c4430804221437r14a8a5d0jc17cc348e44a611b@mail.gmail.com>
	<480E611B.4000102@lbl.gov>
	<42f5c4430804221549x2cec97acwe7795c4c0538d95e@mail.gmail.com>
Message-ID: <480E7B60.5030500@lbl.gov>

Thierry,


	For the scrips you are executing, does the action say "Notify Others"?


Kenn
LBNL

On 4/22/2008 3:49 PM, Thierry Thelliez wrote:
> Kenn,
> I did not enter a userID. I used a valid email address. This email
> address is picked up by the default scrip#9 but not by the one I
> added...
> 
> I tested with another condition (On Status Change) and again the
> Notify Other Recipients is not getting the CC email address.
> 
> Using Notify CCs emails the Watchers CCs. But it is not emailing the
> email addresses in the CC field of the Resolve ticket form.
> 
> 
> Thierry
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From jmhanks1373 at hotmail.com  Tue Apr 22 20:02:37 2008
From: jmhanks1373 at hotmail.com (Jared Hanks)
Date: Tue, 22 Apr 2008 17:02:37 -0700
Subject: [rt-users] Question about having a "splash" page?
Message-ID: <BLU113-W311906D7BF86B23BA531E1B1E30@phx.gbl>

Hello,
 
I'm trying to create a "splash" page for RT.  What I mean by splash page is this... basically a page that has 2 links:  one link to our custom web ticket entry page, and one to actually log in to RT.
 
We currently are using RT 3.6.1 and have it's domain as https://rt.domain.com.  For submitting a ticket I would like the user to be able to go to https://rt.domain.com and click on the link for submitting a ticket from the splash page.  If they actually would like to log in they would just click on the link from the splash page and get to the RT login prompt.
 
Any one know how to do this?  I'm not sure if it's something that I can do in httpd.conf or not.  I tried it a little bit ago, but didn't get it to work correctly.  I don't know that much about the web configuration stuff so that's why I'm asking the user list.  I'm hoping someone has done this before, or can at least point me in the right direction.
 
Any help is appreciated.
 
Thanks,
Jared
_________________________________________________________________
Back to work after baby?how do you know when you?re ready?
http://lifestyle.msn.com/familyandparenting/articleNW.aspx?cp-documentid=5797498&ocid=T067MSN40A0701A
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From tom at netspot.com.au  Tue Apr 22 22:41:43 2008
From: tom at netspot.com.au (Tom Lanyon)
Date: Wed, 23 Apr 2008 12:11:43 +0930
Subject: [rt-users] Multiple faces for single queue?
In-Reply-To: <480E1844.3010101@lbl.gov>
References: <4F2E48EA-D97B-4311-AC19-550A954F9839@netspot.com.au>
	<480E1844.3010101@lbl.gov>
Message-ID: <62B7A3F1-05B7-4CF7-A078-BDEBF12BB5B2@netspot.com.au>


Thanks for the response, Kenneth.

Sure, I know it is possible; I was more curious whether anyone was  
already doing it and whether there was code already publicly available  
to make my life easier. :)

The only issue I'm not certain of, is whether there would be a way to  
modify the "From" address of mail sent by RT depending on a "Client"  
CustomField. Has anyone done this?

Cheers,
Tom

On 23/04/2008, at 2:24 AM, Kenneth Crocker wrote:
> Tom,
>
>
> 	You pretty much stated your own answer. Yes, by using a CF you can  
> set up several scrips to execute when the value of the CF is  
> "whatever" or "whatever2", etc. Each scrip would specify a different  
> template to be used for the customers with the correct value.  
> Example below:
>
> # Condition:   User Defined
> # Action:      Notify Customer type X
> # Template:    Global template: Ticket Created for X Customer
>
> # condition execution on CF QA Approved
>
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
>
> if  ($trans->Type eq 'CustomField')
>    {my $cf = new RT::CustomField($RT::SystemUser);
>        $cf->LoadByName(Queue => $ticket->QueueObj->id,
>         Name => "Customer Type");
>     return 0 unless $cf->id;
>     if  ($trans->Field == $cf->id &&
>          $trans->NewValue eq "X")
>          {
>           return 1;
>          }
>    }
>
> return 0;
>
> 	And the same for a different customer type:
>
>
> # Condition:   User Defined
> # Action:      Notify Customer type Z
> # Template:    Global template: Ticket Created for Z Customer
>
> # condition execution on CF QA Approved
>
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
>
> if  ($trans->Type eq 'CustomField')
>    {my $cf = new RT::CustomField($RT::SystemUser);
>        $cf->LoadByName(Queue => $ticket->QueueObj->id,
>         Name => "Customer Type");
>     return 0 unless $cf->id;
>     if  ($trans->Field == $cf->id &&
>          $trans->NewValue eq "Z")
>          {
>           return 1;
>          }
>    }
>
> return 0;
>
> 	These two notification scrips will use a different template for the  
> customer based on the value of the CF. Hope this helps.
>
>
> Kenn
> LBNL
>
>
> On 4/21/2008 8:08 PM, Tom Lanyon wrote:
>> Hi list,
>> Is there an existing solution to have a single queue (used for  
>> product  support) to be used for multiple clients? In our case,  
>> different  clients require different support email addresses and  
>> ticket auto- response messages, but all other queue behavior,  
>> watchers, scrips etc  is the same.
>> I'm sure it would not be difficult to, on ticket creation, parse  
>> the  incoming messages for a "To:" header and set a "Client" custom  
>> field  based on this. Then for all other actions (auto response,  
>> etc), we  could use this custom field to look up the appropriate  
>> templates.  However, I was wondering if this had already been done,  
>> as it seems  like it would be a common RT usage scenario.
>> Regards,
>> Tom


From thierry.thelliez.tech at gmail.com  Tue Apr 22 23:54:33 2008
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Tue, 22 Apr 2008 21:54:33 -0600
Subject: [rt-users] RT not generating email for CCs/AdminCCs
In-Reply-To: <480E7B60.5030500@lbl.gov>
References: <EE1E3E37-47F3-4BAA-A4A0-688C6AB5D47A@cira.ca>
	<47584B66.3080205@lbl.gov>
	<42f5c4430804181739y113f74e0l5a358a139ab62a64@mail.gmail.com>
	<480C84EA.2090905@ucrwcu.rwc.uc.edu>
	<42f5c4430804211626v9c8a6d3ob60408dffcdf92a9@mail.gmail.com>
	<42f5c4430804211725i53f9265h92efd2f9a607c448@mail.gmail.com>
	<42f5c4430804221437r14a8a5d0jc17cc348e44a611b@mail.gmail.com>
	<480E611B.4000102@lbl.gov>
	<42f5c4430804221549x2cec97acwe7795c4c0538d95e@mail.gmail.com>
	<480E7B60.5030500@lbl.gov>
Message-ID: <42f5c4430804222054g76ad48f1tf6ec585d78026087@mail.gmail.com>

The action says 'Notify Other Recipients'. I do not have 'Notify
Others' as an option,

The RT version used is 3.6.6 updated from 3.6.5, updated in turn from 3.6.4.


Thierry


From jphayes at gmail.com  Wed Apr 23 04:40:49 2008
From: jphayes at gmail.com (John Paul Hayes)
Date: Wed, 23 Apr 2008 09:40:49 +0100
Subject: [rt-users] Installation woes
Message-ID: <8d4ad9b90804230140i68b6ff1arc581c0e76883e7df@mail.gmail.com>

Hi all!

Just a quick one here.
I obtained a fresh copy of RT and tried to install it on my linux server.
However, the installation failed when trying to change permissions.

Now as a result, mysql and ssh have all failed.

Has anybody come across this before?

Any help would be much appreciated!

regards

John
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From mike.peachey at jennic.com  Wed Apr 23 08:49:43 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 23 Apr 2008 13:49:43 +0100
Subject: [rt-users] Installation woes
In-Reply-To: <8d4ad9b90804230140i68b6ff1arc581c0e76883e7df@mail.gmail.com>
References: <8d4ad9b90804230140i68b6ff1arc581c0e76883e7df@mail.gmail.com>
Message-ID: <480F3067.2070808@jennic.com>

John Paul Hayes wrote:
> Hi all!
> 
> Just a quick one here.
> I obtained a fresh copy of RT and tried to install it on my linux server.
> However, the installation failed when trying to change permissions.
> 
> Now as a result, mysql and ssh have all failed.
> 
> Has anybody come across this before?
> 
> Any help would be much appreciated!

You need to provide error messages and any other available output as 
well as detail on exactly what you've done so far. Without further 
information about the problem it's unlikely anyone will be able to help.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From koteras at hotmail.com  Wed Apr 23 08:56:03 2008
From: koteras at hotmail.com (Gary & Gina Koteras)
Date: Wed, 23 Apr 2008 12:56:03 +0000
Subject: [rt-users] updating custom field value - permission denied
Message-ID: <BAY122-W139ED51A45370742D13B91BAE30@phx.gbl>


Hello all,
 
    Our users can't update custom field values when they modify a ticket (they can update everything else - subject, status etc). The error comes up:
 

User asked for an unknown update type for custom field Locations for RT::Ticket object #3410 
Could not add new custom field value. Permission Denied 
They do have the group right: AssignCustomFields
 
I'm not sure what I'm missing?
 
gary
 
 
 
_________________________________________________________________
In a rush? Get real-time answers with Windows Live Messenger.
http://www.windowslive.com/messenger/overview.html?ocid=TXT_TAGLM_WL_Refresh_realtime_042008
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From sturner at MIT.EDU  Wed Apr 23 08:59:31 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 23 Apr 2008 08:59:31 -0400
Subject: [rt-users] RT not generating email for CCs/AdminCCs
In-Reply-To: <42f5c4430804221437r14a8a5d0jc17cc348e44a611b@mail.gmail.co
 m>
References: <EE1E3E37-47F3-4BAA-A4A0-688C6AB5D47A@cira.ca>
	<475838C8.4030706@lbl.gov>
	<37E1FC16-20A0-4CEA-AD80-0D53572C8B2C@cira.ca>
	<47583DAB.7050801@lbl.gov>
	<0E37C1EE-BCC8-4C94-AB7F-9707F17FD4CE@cira.ca>
	<47584B66.3080205@lbl.gov>
	<42f5c4430804181739y113f74e0l5a358a139ab62a64@mail.gmail.com>
	<480C84EA.2090905@ucrwcu.rwc.uc.edu>
	<42f5c4430804211626v9c8a6d3ob60408dffcdf92a9@mail.gmail.com>
	<42f5c4430804211725i53f9265h92efd2f9a607c448@mail.gmail.com>
	<42f5c4430804221437r14a8a5d0jc17cc348e44a611b@mail.gmail.com>
Message-ID: <6.2.3.4.2.20080423085314.04574bc0@po14.mit.edu>

At Tuesday 4/22/2008 05:37 PM, Thierry Thelliez wrote:
>I am still stuck trying to have the CC field working (not the watcher): .
>
>According to the log, my added scrip (On Resolve Notify Other
>Recipients with template Resolved) is called but no emails are going
>out for the CC field: 'No recipients found. Not sending.'.
>
>On the other hand, the default scrip #9 (On Comment Notify Other
>Recipients as Comment with template Correspondence) works for the CC
>field (if some text is present in the Message box).
>
>What am I missing?
>
>Thierry

Thierry,

The issue is that there's no way in the UI to specify "other 
recipients" for a resolve transaction. The "other recipients" actions 
can only be used in the context of a reply or comment. It's not 
immediately obvious, but if you resolve the ticket from 
Ticket/Update.html, there are two transactions in play - a comment 
(if you enter something in the message box) and a resolve. The other 
recipients you enter in the Cc/Bcc fields apply to the comment, not 
the resolve.

Steve 



From jboris at adphila.org  Wed Apr 23 08:55:10 2008
From: jboris at adphila.org (John  BORIS)
Date: Wed, 23 Apr 2008 08:55:10 -0400
Subject: [rt-users] Question about having a "splash" page?
In-Reply-To: <BLU113-W311906D7BF86B23BA531E1B1E30@phx.gbl>
References: <BLU113-W311906D7BF86B23BA531E1B1E30@phx.gbl>
Message-ID: <480EF96E.2594.002B.0@adphila.org>

I am no guru but the directory /opt/rt3/local/html is where you want to keep your local copies of RT files. RT looks there first for files. At first glance it looks easy to just create a new copy of the RT Index page under a new name in /opt/rt3/local/html and then create your splash page named index.html. The problem comes into the later pages where the link for "Home" is. This may cause some issues since it will get sent back to your splash page. 

Or wouldn't it work to have a link at http://rt.domain.com and then that redirects you to https://rt.domain.com? I have seen this done with sites that host emails.
>>> Jared Hanks <jmhanks1373 at hotmail.com> 4/22/2008 8:02 PM >>>
Hello,
 
I'm trying to create a "splash" page for RT.  What I mean by splash page is this... basically a page that has 2 links:  one link to our custom web ticket entry page, and one to actually log in to RT.
 
We currently are using RT 3.6.1 and have it's domain as https://rt.domain.com.  For submitting a ticket I would like the user to be able to go to https://rt.domain.com and click on the link for submitting a ticket from the splash page.  If they actually would like to log in they would just click on the link from the splash page and get to the RT login prompt.
 
Any one know how to do this?  I'm not sure if it's something that I can do in httpd.conf or not.  I tried it a little bit ago, but didn't get it to work correctly.  I don't know that much about the web configuration stuff so that's why I'm asking the user list.  I'm hoping someone has done this before, or can at least point me in the right direction.
 
Any help is appreciated.
 
Thanks,
Jared
_________________________________________________________________
Back to work after baby*how do you know when you?re ready?
http://lifestyle.msn.com/familyandparenting/articleNW.aspx?cp-documentid=5797498&ocid=T067MSN40A0701A

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"



From trentt at ssi-invest.com  Wed Apr 23 10:55:55 2008
From: trentt at ssi-invest.com (Trenton Taylor)
Date: Wed, 23 Apr 2008 07:55:55 -0700
Subject: [rt-users] dependency question about GD in cpan
Message-ID: <98EF3B16688AEE49A98773C21BD229021E8899@ssimsmx00.ssi.local>

I'm running CentOS 4.6 and I'm stuck on the GD dependency ... Does
anyone else have issues with GD in Cpan? I can just install from an RPM
but I'm curious why Cpan always gives me headaches on GD.

 

Thanks in advance ... 

 

Test Summary Report

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

t/axestype.t (Wstat: 512 Tests: 0 Failed: 0)

  Non-zero exit status: 2

  Parse errors: Bad plan.  You planned 13 tests but ran 0.

t/bugfixes.t (Wstat: 65280 Tests: 1 Failed: 1)

  Failed test:  1

  Non-zero exit status: 255

  Parse errors: Bad plan.  You planned 33 tests but ran 1.

t/use.t     (Wstat: 512 Tests: 0 Failed: 0)

  Non-zero exit status: 2

  Parse errors: Bad plan.  You planned 10 tests but ran 0.

Files=6, Tests=63,  1 wallclock secs ( 0.01 usr  0.11 sys +  0.07 cusr
0.30 csys =  0.49 CPU)

Result: FAIL

Failed 3/6 test programs. 1/63 subtests failed.

make: *** [test_dynamic] Error 2

  BWARFIELD/GDGraph-1.44.tar.gz

  /usr/bin/make test -- NOT OK

//hint// to see the cpan-testers results for installing this module,
try:

  reports BWARFIELD/GDGraph-1.44.tar.gz

Running make install

  make test had returned bad status, won't install without force

Failed during this command:

 LDS/GD-2.39.tar.gz                           : writemakefile NO
'/usr/bin/perl Makefile.PL' returned status 512

 MVERB/GDTextUtil-0.86.tar.gz                 : make_test NO

 BWARFIELD/GDGraph-1.44.tar.gz                : make_test NO

 

 



Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. 
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From gleduc at mail.sdsu.edu  Wed Apr 23 11:12:58 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 23 Apr 2008 08:12:58 -0700
Subject: [rt-users] Multiple faces for single queue?
In-Reply-To: <62B7A3F1-05B7-4CF7-A078-BDEBF12BB5B2@netspot.com.au>
References: <4F2E48EA-D97B-4311-AC19-550A954F9839@netspot.com.au>
	<480E1844.3010101@lbl.gov>
	<62B7A3F1-05B7-4CF7-A078-BDEBF12BB5B2@netspot.com.au>
Message-ID: <6.2.1.2.2.20080423081021.02185280@mail.sdsu.edu>

Hi Tom,

You can put any valid-loooking address you want in the From: line as long 
as your MTA doesn't care.  You can't change the sender info in the e-mail 
envelope, though, but most recipients will never see that.

Regards,
Gene

At 07:41 PM 4/22/2008, Tom Lanyon wrote:
>The only issue I'm not certain of, is whether there would be a way to
>modify the "From" address of mail sent by RT depending on a "Client"
>CustomField. Has anyone done this?
>
>Cheers,
>Tom
>
>On 23/04/2008, at 2:24 AM, Kenneth Crocker wrote:
> > Tom,
> >
> >
> >       You pretty much stated your own answer. Yes, by using a CF you can
> > set up several scrips to execute when the value of the CF is
> > "whatever" or "whatever2", etc. Each scrip would specify a different
> > template to be used for the customers with the correct value.
> > Example below:
> >
> > # Condition:   User Defined
> > # Action:      Notify Customer type X
> > # Template:    Global template: Ticket Created for X Customer
> >
> > # condition execution on CF QA Approved
> >
> > my $trans = $self->TransactionObj;
> > my $ticket = $self->TicketObj;
> >
> > if  ($trans->Type eq 'CustomField')
> >    {my $cf = new RT::CustomField($RT::SystemUser);
> >        $cf->LoadByName(Queue => $ticket->QueueObj->id,
> >         Name => "Customer Type");
> >     return 0 unless $cf->id;
> >     if  ($trans->Field == $cf->id &&
> >          $trans->NewValue eq "X")
> >          {
> >           return 1;
> >          }
> >    }
> >
> > return 0;
> >
> >       And the same for a different customer type:
> >
> >
> > # Condition:   User Defined
> > # Action:      Notify Customer type Z
> > # Template:    Global template: Ticket Created for Z Customer
> >
> > # condition execution on CF QA Approved
> >
> > my $trans = $self->TransactionObj;
> > my $ticket = $self->TicketObj;
> >
> > if  ($trans->Type eq 'CustomField')
> >    {my $cf = new RT::CustomField($RT::SystemUser);
> >        $cf->LoadByName(Queue => $ticket->QueueObj->id,
> >         Name => "Customer Type");
> >     return 0 unless $cf->id;
> >     if  ($trans->Field == $cf->id &&
> >          $trans->NewValue eq "Z")
> >          {
> >           return 1;
> >          }
> >    }
> >
> > return 0;
> >
> >       These two notification scrips will use a different template for the
> > customer based on the value of the CF. Hope this helps.
> >
> >
> > Kenn
> > LBNL
> >
> >
> > On 4/21/2008 8:08 PM, Tom Lanyon wrote:
> >> Hi list,
> >> Is there an existing solution to have a single queue (used for
> >> product  support) to be used for multiple clients? In our case,
> >> different  clients require different support email addresses and
> >> ticket auto- response messages, but all other queue behavior,
> >> watchers, scrips etc  is the same.
> >> I'm sure it would not be difficult to, on ticket creation, parse
> >> the  incoming messages for a "To:" header and set a "Client" custom
> >> field  based on this. Then for all other actions (auto response,
> >> etc), we  could use this custom field to look up the appropriate
> >> templates.  However, I was wondering if this had already been done,
> >> as it seems  like it would be a common RT usage scenario.
> >> Regards,
> >> Tom


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



From tsadi.a at gmail.com  Wed Apr 23 12:00:11 2008
From: tsadi.a at gmail.com (Chad Adlawan)
Date: Thu, 24 Apr 2008 00:00:11 +0800
Subject: [rt-users] can users be prevented from editing 'RT at a glance'?
Message-ID: <81cd136b0804230900y5fc98dedxd50bf99e79b40c23@mail.gmail.com>

Hello List,

I did my homework, found nothing, and sent the same query few days ago -
will try once again.

Is it possible to prevent users from editing or customizing 'RT at a glance'
?

That's my original question - assuming it can't be done, which script can I
edit directly just to remove the "edit" button? The one next to "10 highest
priority tickets I own".

And lastly, which script or database record is the information on default
fields to display under "10 highest priority tickets I own" stored on? I'd
like to try editing those directly - just need to be pointed to the right
place.

Any help appreciated.

TIA,
Chad
-------------- next part --------------
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From fabric at northwestern.edu  Wed Apr 23 12:23:17 2008
From: fabric at northwestern.edu (Chris Fabri)
Date: Wed, 23 Apr 2008 11:23:17 -0500
Subject: [rt-users] can users be prevented from editing 'RT at a glance'?
In-Reply-To: <81cd136b0804230900y5fc98dedxd50bf99e79b40c23@mail.gmail.com>
References: <81cd136b0804230900y5fc98dedxd50bf99e79b40c23@mail.gmail.com>
Message-ID: <480F6275.2070407@northwestern.edu>

On 4/23/08 11:00 AM, Chad Adlawan wrote:
> Hello List,
> 
> I did my homework, found nothing, and sent the same query few days ago - 
> will try once again.
> 
> Is it possible to prevent users from editing or customizing 'RT at a 
> glance' ?
> 
> That's my original question - assuming it can't be done, which script 
> can I edit directly just to remove the "edit" button? The one next to 
> "10 highest priority tickets I own".
> 

This is the "modify self" right, which can be applied on a per group or 
per user basis in the global rights sections respectively.  Remove this 
right, and users won't be able to update RT-at-a-Glance, and probably 
some other items related.

> And lastly, which script or database record is the information on 
> default fields to display under "10 highest priority tickets I own" 
> stored on? I'd like to try editing those directly - just need to be 
> pointed to the right place.
>

These displays are simply searches that are displayed in the 
at-a-glance.  Click the edit next to the "10 highest..." title.  You can 
edit that search to change what fields are displayed, how they are are 
ordered, etc."   The number 10 simply reflects the at a glance config 
for how many fields to display, and each user can modify that.  Not 
something you need, or want, to modify behind the scenes.

I'm sure there's a way to globally change that number from 10, but have 
not done it myself.   This simply applies to how many search results are 
display on the at a glance, the search itself has a different limit, 
that is again customizable in the search.   chris







From steve at eons.com  Wed Apr 23 13:33:09 2008
From: steve at eons.com (Steve Seremeth)
Date: Wed, 23 Apr 2008 13:33:09 -0400
Subject: [rt-users] Ugly hack that does one step resolve on reply (w/
 context of original requestor's message)
Message-ID: <480F72D5.7090704@eons.com>

Hello -

I'm sure there are better ways of handling this, but after going back 
and forth a lot with how this should be implemented (and not being very 
familiar with the underlying codebase), I chose low-hanging fruit -- an 
ugly hack. 

A group within our organization that wants to use RT has a workflow that 
is almost always - respond and close a ticket.  Unfortunately, the 
"Resolve" link in the ticket header doesn't meet the need, because they 
want to include the user's context in the reply.  So, I changed the 
transaction reply link (the link that says reply just above the body of 
the requestor's message) to include the necessary bits to get the Update 
page to change the status to "resolved" for the impending reply.

Works in RT 3.6.6.  If someone wants to bash my implementation _and_ 
provide the proper local change (I don't care if it changes the status 
on the update page for responses directly or, say, adds a link to the 
ticket page that says "Reply and Resolve" - whatever), be my guest.  But 
I suspect there are other people who want this workflow and are capable 
of making this manual patch... so here it is:

diff -Naur old/Elements/ShowTransaction new/Elements/ShowTransaction
--- old/Elements/ShowTransaction        2008-04-23 13:06:09.000000000 -0400
+++ new/Elements/ShowTransaction        2008-04-23 10:38:16.000000000 -0400
@@ -173,6 +173,7 @@
             $titlebar_commands .=
                 "[<a href=\"".$UpdatePath."?id="
               . $Transaction->Ticket
+              . "&DefaultStatus=resolved"
               . "&QuoteTransaction="
               . $Transaction->Id
               . "&Action=Respond\">"

To install:

write the contents of the patch above to a file, say 
/tmp/ShowTransaction.patch
cd /my/path/to/rt/share/html/Ticket/Elements
patch -p2 </tmp/ShowTransaction.patch

WARNING: any upgrade will undoubtedly overwrite this change and you will 
undoubtedly have to repeat the process or do something different 
altogether after the upgrade!

Hope this helps someone.

Regards,

Steve



From thierry.thelliez.tech at gmail.com  Wed Apr 23 13:55:48 2008
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Wed, 23 Apr 2008 11:55:48 -0600
Subject: [rt-users] RT not generating email for CCs/AdminCCs
In-Reply-To: <6.2.3.4.2.20080423085314.04574bc0@po14.mit.edu>
References: <EE1E3E37-47F3-4BAA-A4A0-688C6AB5D47A@cira.ca>
	<47583DAB.7050801@lbl.gov>
	<0E37C1EE-BCC8-4C94-AB7F-9707F17FD4CE@cira.ca>
	<47584B66.3080205@lbl.gov>
	<42f5c4430804181739y113f74e0l5a358a139ab62a64@mail.gmail.com>
	<480C84EA.2090905@ucrwcu.rwc.uc.edu>
	<42f5c4430804211626v9c8a6d3ob60408dffcdf92a9@mail.gmail.com>
	<42f5c4430804211725i53f9265h92efd2f9a607c448@mail.gmail.com>
	<42f5c4430804221437r14a8a5d0jc17cc348e44a611b@mail.gmail.com>
	<6.2.3.4.2.20080423085314.04574bc0@po14.mit.edu>
Message-ID: <42f5c4430804231055r2daabb2fh5614db44cb4c89a@mail.gmail.com>

Steve,

Thanks for the great explanation.

It makes sense. But isn't there a usability issue on the Ticket/Update
page? If you can fill the CC field without a Message, then the results
are not as expected (looking at a classic email interface, Outlook for
example). At a minimum an error message should mention that the CCs
were not emailed.

Maybe there is a way to make the CC emailing happen with a custom Scrip?

Thierry


From lgrella at acquiremedia.com  Wed Apr 23 14:00:21 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Wed, 23 Apr 2008 11:00:21 -0700 (PDT)
Subject: [rt-users]  Error when changing $ParseNewMessageForTicketsCC
Message-ID: <16834733.post@talk.nabble.com>


I am trying to change the $ParseNewMessageForTicketsCC in the
RT_SiteConfig.pm.

 I tried this:

# For ticket 226, need to add the following lines for a cc to be added
# from an email created ticket. added by DOC 20080422
Set($ParseNewMessageForTicketCcs, 1);
Set($RTAddressRegexp,
^(content\@tickets\.xxxxxxx\.com|support\@tickets\.xxxxxxx\.com|editorial\@tickets\.xxxxxxx\.com|general\@tickets\.xxxxxxx\.com|implementations\@tickets\.xxxxxxx\.com|itrequest\@tickets\.xxxxxxx\.com|qa\@tickets\.xxxxxxx\.com|rfe\@tickets\.xxxxxxx\.com|development\@tickets\.xxxxxxx\.com)$);

and I tried this:

# For ticket 226, need to add the following lines for a cc to be added
# from an email created ticket. added by DOC 20080422
=[Set($ParseNewMessageForTicketCcs, 1);]
=[Set($RTAddressRegexp,
^(content\@tickets\.xxxxxxx\.com|support\@tickets\.xxxxxxx\.com|editorial\@tickets\.xxxxxxx\.com|general\@tickets\.xxxxxxx\.com|implementations\@tickets\.xxxxxxx\.com|itrequest\@tickets\.xxxxxxx\.com|qa\@tickets\.acquiremedia\.com|rfe\@tickets\.xxxxxxx\.com|development\@tickets\.xxxxxxx\.com)$);]

For both of them the startup error was
" [Tue Apr 22 21:09:55 2008] [error] Can't load Perl file:
/usr/local/rt3/bin/webmux.pl for server tickets.xxxxxxxx.com:0, exiting..."

Webmux.pl existing in that path and looks fine (at least upon cursory
examination).

Any ideas?
-- 
View this message in context: http://www.nabble.com/Error-when-changing-%24ParseNewMessageForTicketsCC-tp16834733p16834733.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From gleduc at mail.sdsu.edu  Wed Apr 23 14:12:54 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 23 Apr 2008 11:12:54 -0700
Subject: [rt-users] Error when changing  $ParseNewMessageForTicketsCC
In-Reply-To: <16834733.post@talk.nabble.com>
References: <16834733.post@talk.nabble.com>
Message-ID: <6.2.1.2.2.20080423110816.02996b48@mail.sdsu.edu>

Try quoting the regex: Set($RTAddressRegExp, '^(content\blah\blah...)$');


At 11:00 AM 4/23/2008, lgrella wrote:

>I am trying to change the $ParseNewMessageForTicketsCC in the
>RT_SiteConfig.pm.
>
>  I tried this:
>
># For ticket 226, need to add the following lines for a cc to be added
># from an email created ticket. added by DOC 20080422
>Set($ParseNewMessageForTicketCcs, 1);
>Set($RTAddressRegexp,
>^(content\@tickets\.xxxxxxx\.com|support\@tickets\.xxxxxxx\.com|editorial\@tickets\.xxxxxxx\.com|general\@tickets\.xxxxxxx\.com|implementations\@tickets\.xxxxxxx\.com|itrequest\@tickets\.xxxxxxx\.com|qa\@tickets\.xxxxxxx\.com|rfe\@tickets\.xxxxxxx\.com|development\@tickets\.xxxxxxx\.com)$);
>
>and I tried this:
>
># For ticket 226, need to add the following lines for a cc to be added
># from an email created ticket. added by DOC 20080422
>=[Set($ParseNewMessageForTicketCcs, 1);]
>=[Set($RTAddressRegexp,
>^(content\@tickets\.xxxxxxx\.com|support\@tickets\.xxxxxxx\.com|editorial\@tickets\.xxxxxxx\.com|general\@tickets\.xxxxxxx\.com|implementations\@tickets\.xxxxxxx\.com|itrequest\@tickets\.xxxxxxx\.com|qa\@tickets\.acquiremedia\.com|rfe\@tickets\.xxxxxxx\.com|development\@tickets\.xxxxxxx\.com)$);]
>
>For both of them the startup error was
>" [Tue Apr 22 21:09:55 2008] [error] Can't load Perl file:
>/usr/local/rt3/bin/webmux.pl for server tickets.xxxxxxxx.com:0, exiting..."
>
>Webmux.pl existing in that path and looks fine (at least upon cursory
>examination).
>
>Any ideas?
>--
>View this message in context: 
>http://www.nabble.com/Error-when-changing-%24ParseNewMessageForTicketsCC-tp16834733p16834733.html
>Sent from the Request Tracker - User mailing list archive at Nabble.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 KFCrocker at lbl.gov  Wed Apr 23 14:30:35 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 23 Apr 2008 11:30:35 -0700
Subject: [rt-users] Multiple faces for single queue?
In-Reply-To: <62B7A3F1-05B7-4CF7-A078-BDEBF12BB5B2@netspot.com.au>
References: <4F2E48EA-D97B-4311-AC19-550A954F9839@netspot.com.au>
	<480E1844.3010101@lbl.gov>
	<62B7A3F1-05B7-4CF7-A078-BDEBF12BB5B2@netspot.com.au>
Message-ID: <480F804B.2030909@lbl.gov>

Tom,


	I haven't altered the "From", only the "To". However, I'm sure the 
principal is the same. Check out "Headers" at the best practical wiki 
list. I'm there is something there.


Kenn
LBNL

On 4/22/2008 7:41 PM, Tom Lanyon wrote:
> 
> Thanks for the response, Kenneth.
> 
> Sure, I know it is possible; I was more curious whether anyone was 
> already doing it and whether there was code already publicly available 
> to make my life easier. :)
> 
> The only issue I'm not certain of, is whether there would be a way to 
> modify the "From" address of mail sent by RT depending on a "Client" 
> CustomField. Has anyone done this?
> 
> Cheers,
> Tom
> 
> On 23/04/2008, at 2:24 AM, Kenneth Crocker wrote:
>> Tom,
>>
>>
>>     You pretty much stated your own answer. Yes, by using a CF you can 
>> set up several scrips to execute when the value of the CF is 
>> "whatever" or "whatever2", etc. Each scrip would specify a different 
>> template to be used for the customers with the correct value. Example 
>> below:
>>
>> # Condition:   User Defined
>> # Action:      Notify Customer type X
>> # Template:    Global template: Ticket Created for X Customer
>>
>> # condition execution on CF QA Approved
>>
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>>
>> if  ($trans->Type eq 'CustomField')
>>    {my $cf = new RT::CustomField($RT::SystemUser);
>>        $cf->LoadByName(Queue => $ticket->QueueObj->id,
>>         Name => "Customer Type");
>>     return 0 unless $cf->id;
>>     if  ($trans->Field == $cf->id &&
>>          $trans->NewValue eq "X")
>>          {
>>           return 1;
>>          }
>>    }
>>
>> return 0;
>>
>>     And the same for a different customer type:
>>
>>
>> # Condition:   User Defined
>> # Action:      Notify Customer type Z
>> # Template:    Global template: Ticket Created for Z Customer
>>
>> # condition execution on CF QA Approved
>>
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>>
>> if  ($trans->Type eq 'CustomField')
>>    {my $cf = new RT::CustomField($RT::SystemUser);
>>        $cf->LoadByName(Queue => $ticket->QueueObj->id,
>>         Name => "Customer Type");
>>     return 0 unless $cf->id;
>>     if  ($trans->Field == $cf->id &&
>>          $trans->NewValue eq "Z")
>>          {
>>           return 1;
>>          }
>>    }
>>
>> return 0;
>>
>>     These two notification scrips will use a different template for 
>> the customer based on the value of the CF. Hope this helps.
>>
>>
>> Kenn
>> LBNL
>>
>>
>> On 4/21/2008 8:08 PM, Tom Lanyon wrote:
>>> Hi list,
>>> Is there an existing solution to have a single queue (used for 
>>> product  support) to be used for multiple clients? In our case, 
>>> different  clients require different support email addresses and 
>>> ticket auto- response messages, but all other queue behavior, 
>>> watchers, scrips etc  is the same.
>>> I'm sure it would not be difficult to, on ticket creation, parse the  
>>> incoming messages for a "To:" header and set a "Client" custom field  
>>> based on this. Then for all other actions (auto response, etc), we  
>>> could use this custom field to look up the appropriate templates.  
>>> However, I was wondering if this had already been done, as it seems  
>>> like it would be a common RT usage scenario.
>>> Regards,
>>> Tom
> 



From KFCrocker at lbl.gov  Wed Apr 23 14:33:51 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 23 Apr 2008 11:33:51 -0700
Subject: [rt-users] RT not generating email for CCs/AdminCCs
In-Reply-To: <42f5c4430804222054g76ad48f1tf6ec585d78026087@mail.gmail.com>
References: <EE1E3E37-47F3-4BAA-A4A0-688C6AB5D47A@cira.ca>
	<47584B66.3080205@lbl.gov>
	<42f5c4430804181739y113f74e0l5a358a139ab62a64@mail.gmail.com>
	<480C84EA.2090905@ucrwcu.rwc.uc.edu>
	<42f5c4430804211626v9c8a6d3ob60408dffcdf92a9@mail.gmail.com>
	<42f5c4430804211725i53f9265h92efd2f9a607c448@mail.gmail.com>
	<42f5c4430804221437r14a8a5d0jc17cc348e44a611b@mail.gmail.com>
	<480E611B.4000102@lbl.gov>
	<42f5c4430804221549x2cec97acwe7795c4c0538d95e@mail.gmail.com>
	<480E7B60.5030500@lbl.gov>
	<42f5c4430804222054g76ad48f1tf6ec585d78026087@mail.gmail.com>
Message-ID: <480F810F.7080101@lbl.gov>

Thiery,

	We have 3.6.4 and no problem. "Notify Other Recipients" is what I was 
talking about so that's ok. HHHMMM. Perhaps there is a config setting 
that checks the USERS table for unprivileged users before it sends out 
an email, I don't know. I think at this point, we can say the scrip and 
template (no changes in template?) are OK and it must be something with 
your config settings or the way your RT is working with your mailgate or 
something like that. Sorry I couldn't be of more help.

Kenn
LBNL

On 4/22/2008 8:54 PM, Thierry Thelliez wrote:
> The action says 'Notify Other Recipients'. I do not have 'Notify
> Others' as an option,
> 
> The RT version used is 3.6.6 updated from 3.6.5, updated in turn from 3.6.4.
> 
> 
> Thierry
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From KFCrocker at lbl.gov  Wed Apr 23 14:37:07 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 23 Apr 2008 11:37:07 -0700
Subject: [rt-users] Installation woes
In-Reply-To: <8d4ad9b90804230140i68b6ff1arc581c0e76883e7df@mail.gmail.com>
References: <8d4ad9b90804230140i68b6ff1arc581c0e76883e7df@mail.gmail.com>
Message-ID: <480F81D3.4000407@lbl.gov>

John,


	Did you insure that the ID you used to sign into UNIX had the right 
privileges to update the directories? The same goes for updating MySQL? 
The two environments may very well require a different password, etc.


Kenn
LBNL

On 4/23/2008 1:40 AM, John Paul Hayes wrote:
> Hi all!
> 
> Just a quick one here.
> I obtained a fresh copy of RT and tried to install it on my linux server.
> However, the installation failed when trying to change permissions.
> 
> Now as a result, mysql and ssh have all failed.
> 
> Has anybody come across this before?
> 
> Any help would be much appreciated!
> 
> regards
> 
> John
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From KFCrocker at lbl.gov  Wed Apr 23 14:49:13 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 23 Apr 2008 11:49:13 -0700
Subject: [rt-users] updating custom field value - permission denied
In-Reply-To: <BAY122-W139ED51A45370742D13B91BAE30@phx.gbl>
References: <BAY122-W139ED51A45370742D13B91BAE30@phx.gbl>
Message-ID: <480F84A9.9060507@lbl.gov>

Gary & Gina,


	The permission for updating Custom Fields is granted seperatly. Once 
you have created the field, you must navigate to Config->Custom 
Fields->(Select CF)->Applies to in order to get a CF "attached" to a 
queue. That merely means that RT will ensure that the CF will have a 
DataBase record called "OBJECTCUSTOMFIELDVALUES". This record will 
retain the value that exists for that CF on an individual ticket. The 
ability to see and/or modify a CF in a ticket is set by navigating thus: 
Config->Custom Fields->(Select CF)->Group Rights/User Rights. We use 
Group rights because it is WAY EASIER to maintain. Once in "Group 
Rights", you set the privileges. If you want just anyone to be able to 
see & modify the CF, then you select "SeeCustomField" and 
"ModifyCustomField" and hightlight them for "Privileged" system Users. 
If you want only certain groups to be able to do that, then you select 
the appropriate rights for each group you want to have "whatever" for 
that CF. If you apply the CF to queue 1 and grnat the right to 
see/modify the CF for a group that does NOT have access to queue 1, then 
they will NOT be able to see or modify it. A user cannot modify a ticket 
Or a CF in a queue they do not have access to. It's a little complex but 
once you understand the hierarchy and overlaps on privileges, it's 
really pretty flexible. Hope this helps.

Kenn
LBNL

On 4/23/2008 5:56 AM, Gary & Gina Koteras wrote:
> Hello all,
>  
>     Our users can't update custom field values when they modify a ticket 
> (they can update everything else - subject, status etc). The error comes up:
>  
> 
>     * User asked for an unknown update type for custom field Locations
>       for RT::Ticket object #3410
>     * Could not add new custom field value. Permission Denied 
> 
> They do have the group right: AssignCustomFields
> 
>  
> I'm not sure what I'm missing?
>  
> gary
>  
>  
>  
> 
> ------------------------------------------------------------------------
> In a rush? Get real-time answers with Windows Live Messenger. 
> <http://www.windowslive.com/messenger/overview.html?ocid=TXT_TAGLM_WL_Refresh_realtime_042008>
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From fabric at northwestern.edu  Wed Apr 23 14:55:38 2008
From: fabric at northwestern.edu (Chris Fabri)
Date: Wed, 23 Apr 2008 13:55:38 -0500
Subject: [rt-users] turn off ticket creation via email
In-Reply-To: <6.2.1.2.2.20080422125619.023b5b28@mail.sdsu.edu>
References: <480E3687.7030704@northwestern.edu>
	<6.2.1.2.2.20080422125619.023b5b28@mail.sdsu.edu>
Message-ID: <480F862A.2050904@northwestern.edu>

On 4/22/08 3:00 PM, Gene LeDuc wrote:
> Hi Chris,
> 
> I haven't tried this, but it seems to me that it ought to work.  If I 
> wanted to do this on my installation (we use sendmail as our MTA), I'd 
> remove the alias for that queue from sendmail's aliases file and then 
> set the reply-to address for the queue to my "generic" RT address.  That 
> way there won't be an e-mail address for the queue.  Replies to 
> ticket-related mail will still get into RT and be filed with the ticket 
> via the generic address.
>

Thanks Gene.  I'm using Qmail, but it looks like I can make this work 
still.   I need to setup a specific alias for a "general" queue, and 
then point that at an actual queue.  It's not really important which 
queue, since as you say if there's an existing ticket number it will get 
  classified correctly.      chris



From falcone at bestpractical.com  Wed Apr 23 15:08:32 2008
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 23 Apr 2008 15:08:32 -0400
Subject: [rt-users] Best way to track tickets related to an rtfm article?
In-Reply-To: <480CFB8D.6060200@eons.com>
References: <480AB0AD.80208@eons.com> <480CFB8D.6060200@eons.com>
Message-ID: <6F60DD0B-A7C4-4E11-BF7F-57044984D292@bestpractical.com>


On Apr 21, 2008, at 4:39 PM, Steve Seremeth wrote:

> Not sure if this qualifies as a bug, but it sure seems like one, since
> the middle process ends in what I would expect (and hope for!) so that
> we could report out on numbers of tickets resolved with the same  
> canned
> response -- another easy way of seeing how frequently a given  
> problem is
> causing our team a headache.  I would expect that using an RTFM by any
> of the three means would end in tying the response to the RTFM article
> via the RefersTo field.

Would you mind reporting this to rtfm-bugs at bestpractical.com so
we can have a look and see about fixing it in the dev branch?

> Along these same lines -- can someone point me to something that would
> allow me to change the formatting of responses such that RTFM articles
> aren't always included at the top of the response?  This is especially
> important when there is the initial user inquiry and respondant's
> signature below.

The code that adds in the output lives in html/Callbacks/RTFM/Elements/ 
MessageBox/Default
but when you look at where that code is called from Elements/ 
MessageBox you'll see that
you're going to have to do a bit of work to get it to show up anywhere  
but at the start of the box.

-kevin


From KFCrocker at lbl.gov  Wed Apr 23 15:08:55 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 23 Apr 2008 12:08:55 -0700
Subject: [rt-users] can users be prevented from editing 'RT at a glance'?
In-Reply-To: <81cd136b0804230900y5fc98dedxd50bf99e79b40c23@mail.gmail.com>
References: <81cd136b0804230900y5fc98dedxd50bf99e79b40c23@mail.gmail.com>
Message-ID: <480F8947.8000809@lbl.gov>

Chad,


	Not that I know of. I think the design concept was based on the "usual" 
situation of a user cannot do anything on the WebUI unless they are 
privileged, and if they are privileged, why keep them from customizing 
their own home page? What is it you do not want them to see? Maybe there 
is another way.

Kenn
LBNL

On 4/23/2008 9:00 AM, Chad Adlawan wrote:
> Hello List,
> 
> I did my homework, found nothing, and sent the same query few days ago - 
> will try once again.
> 
> Is it possible to prevent users from editing or customizing 'RT at a 
> glance' ?
> 
> That's my original question - assuming it can't be done, which script 
> can I edit directly just to remove the "edit" button? The one next to 
> "10 highest priority tickets I own".
> 
> And lastly, which script or database record is the information on 
> default fields to display under "10 highest priority tickets I own" 
> stored on? I'd like to try editing those directly - just need to be 
> pointed to the right place.
> 
> Any help appreciated.
> 
> TIA,
> Chad
> 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From jmhanks1373 at hotmail.com  Wed Apr 23 16:30:12 2008
From: jmhanks1373 at hotmail.com (Jared Hanks)
Date: Wed, 23 Apr 2008 13:30:12 -0700
Subject: [rt-users] Question about having a "splash" page?
In-Reply-To: <480EF96E.2594.002B.0@adphila.org>
References: <BLU113-W311906D7BF86B23BA531E1B1E30@phx.gbl>
	<480EF96E.2594.002B.0@adphila.org>
Message-ID: <BLU113-W613147CF990AFB359FDBAB1E30@phx.gbl>

Ok, maybe the splash page is going to be a little more difficult than I thought.  
 
What about modifying the index.html code to add links above the "Login" section.  Would that be ok, or is it not advisable?  What line should I put the html code above, or should I be putting the code somewhere else other than the index.html page?  I don't know much HTML, only a little bit so I'm not quite sure where it needs to go.  I know that if I were to upgrade I would probably need to modify the code again, which is fine.
 
Thanks again.



> Date: Wed, 23 Apr 2008 08:55:10 -0400> From: jboris at adphila.org> To: jmhanks1373 at hotmail.com; rt-users at lists.bestpractical.com> Subject: Re: [rt-users] Question about having a "splash" page?> > I am no guru but the directory /opt/rt3/local/html is where you want to keep your local copies of RT files. RT looks there first for files. At first glance it looks easy to just create a new copy of the RT Index page under a new name in /opt/rt3/local/html and then create your splash page named index.html. The problem comes into the later pages where the link for "Home" is. This may cause some issues since it will get sent back to your splash page. > > Or wouldn't it work to have a link at http://rt.domain.com and then that redirects you to https://rt.domain.com? I have seen this done with sites that host emails.> >>> Jared Hanks <jmhanks1373 at hotmail.com> 4/22/2008 8:02 PM >>>> Hello,> > I'm trying to create a "splash" page for RT. What I mean by splash page is this... basically a page that has 2 links: one link to our custom web ticket entry page, and one to actually log in to RT.> > We currently are using RT 3.6.1 and have it's domain as https://rt.domain.com. For submitting a ticket I would like the user to be able to go to https://rt.domain.com and click on the link for submitting a ticket from the splash page. If they actually would like to log in they would just click on the link from the splash page and get to the RT login prompt.> > Any one know how to do this? I'm not sure if it's something that I can do in httpd.conf or not. I tried it a little bit ago, but didn't get it to work correctly. I don't know that much about the web configuration stuff so that's why I'm asking the user list. I'm hoping someone has done this before, or can at least point me in the right direction.> > Any help is appreciated.> > Thanks,> Jared> _________________________________________________________________> Back to work after baby*how do you know when you?re ready?> http://lifestyle.msn.com/familyandparenting/articleNW.aspx?cp-documentid=5797498&ocid=T067MSN40A0701A> > John J. Boris, Sr.> JEN-A-SyS Administrator> Archdiocese of Philadelphia> "Remember! That light at the end of the tunnel> Just might be the headlight of an oncoming train!"> 
_________________________________________________________________
Make i'm yours.? Create a custom banner to support your cause.
http://im.live.com/Messenger/IM/Contribute/Default.aspx?source=TXT_TAGHM_MSN_Make_IM_Yours
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From falcone at bestpractical.com  Wed Apr 23 16:32:44 2008
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 23 Apr 2008 16:32:44 -0400
Subject: [rt-users] User asked for an unknown update type for
	customfield Category for RT
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BEC50@PTSOEXCHANGE.PTSOWA.ORG>
References: <91c16bf0803071015l68349df8r457a284a28e2314a@mail.gmail.com>
	<91c16bf0803241050g58fc80a7p8e2524987db7e09d@mail.gmail.com>
	<33DEE66ED2E72346ABC638427A7701404BEC50@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <9EAFCB54-8874-4B40-8FB8-8A3E695FBDCC@bestpractical.com>


On Mar 25, 2008, at 7:01 PM, Aaron Sallade wrote:

> This happens when you have a custom field select with categories set  
> in
> the custom field items. It is supposed to group the items into
> categories. What happens is that the UI doesn't select the category  
> drop
> down in the custom field with the selected value from the database, so
> it throws an error. The only work around I have seen is to manually
> select the category as well as the line item from the CF each time you
> do an edit.

I have *never* been able to duplicate this on 3.6.6, even when not
selecting a category.  This includes trying on IE6, IE7, firefox and  
safari.

If someone wants to apply the following patch and send me the enhanced
error message it might help me figure out what is going on.

I might also ask you for information about your custom field, but to  
start
the error output and some brower info would help.

-kevin

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>
>
> You could write JavaScript or an overlay that selects it for you based
> on the content of the CF, but it would be cumbersome to maintain.
>
>
> -----Original Message-----
> From: Robert Keidel [mailto:rkeidel at gmail.com]
> Sent: Monday, March 24, 2008 10:50 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] User asked for an unknown update type for
> customfield Category for RT
>
> I know it is already a couple of weeks ago since I asked the first
> time. But I still try to find an answer. I also installed version
> 3.6.5 on a different test box, and I get the same error. Is there
> someone who could give me some information about that?
>
> Thanks
>
> Robert
>
> On Fri, Mar 7, 2008 at 11:15 AM, Robert Keidel <rkeidel at gmail.com>
> wrote:
>> Hello everybody,
>>
>> I already read about that issue. Please correct me if I am wrong. Is
>> this error a bug in the custom fields? If so, is there already a fix
>> for that available and if yes where can I find it.
>> I also wanted to mention that I run version 3.6.4
>>
>> Thanks
>>
>> Robert Keidel
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 slushpupie at gmail.com  Wed Apr 23 17:12:52 2008
From: slushpupie at gmail.com (Jay Kline)
Date: Wed, 23 Apr 2008 16:12:52 -0500
Subject: [rt-users] S/MIME
Message-ID: <480FA654.1070905@gmail.com>

Our organization makes heavy use of S/MIME for signatures and encryption
of email, and we would like RT to indicate if a message is signed, and
has a valid signature.  I saw a few mentions of it in the archives, but
most are old or inconclusive.

Related to this, we use these certs for client auth in web browers, has
anyone configured RT to use client certs for auth instead of cookies, or
HTTP auth?

Jay



From mzagrabe at d.umn.edu  Wed Apr 23 17:26:59 2008
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Wed, 23 Apr 2008 16:26:59 -0500
Subject: [rt-users] number of queues
Message-ID: <1208986019.15156.208.camel@grateful.d.umn.edu>

Greetings,

I am in the early throws of setting up and configuring RT for our
university. I have a question about the granularity with which to create
queues.

First off, is there a performance or otherwise soft or hard limit on the
number of queues that are created? Or is the "only" downside of creating
many queues the fact that you now need to sift through the multitude of
queues to find the one you are interested in?

Secondly, is there namespaces for queues? That is, some way of
organizing queues into logical groups?

Lastly, I am wondering if anyone can confirm the track that I am going
down or otherwise point me in another direction.

I am thinking that we will have somewhere between 4 and 10 "top level"
queues at our university.

Some off the top of my head are:

  - help desk
  - phone network requests
  - maintenance requests
  - projects

Underneath those headings there could be queues such as the following:

+ help desk
  |
  + systems team
  + desktop team
  + maintenance team
  + phone net team
  +
  .
  .
  .
  + team number 50

+ phone net requests

+ maintenance requests

+ projects
  |
  + systems project 1
  +
  .
  .
  .
  + systems project N
  + classroom project 1
  +
  .
  .
  .
  + classroom project N
  + other project
  + etc.

I am looking at creating too many queues? What have others done that are
trying to use RT as the single ticketing system for many different
facets of a large organization?

Thanks,

-Matt Zagrabelny


From jesse at bestpractical.com  Wed Apr 23 18:19:55 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 Apr 2008 18:19:55 -0400
Subject: [rt-users] S/MIME
In-Reply-To: <480FA654.1070905@gmail.com>
References: <480FA654.1070905@gmail.com>
Message-ID: <86C3DB1C-0375-41B5-BDC2-6EFC7EB7356D@bestpractical.com>


On Apr 23, 2008, at 5:12 PM, Jay Kline wrote:
> Our organization makes heavy use of S/MIME for signatures and  
> encryption
> of email, and we would like RT to indicate if a message is signed, and
> has a valid signature.  I saw a few mentions of it in the archives,  
> but
> most are old or inconclusive.

We did a full integration for a client, but haven't found the cycles  
to polish it for release just yet :/


> Related to this, we use these certs for client auth in web browers,  
> has
> anyone configured RT to use client certs for auth instead of  
> cookies, or
> HTTP auth?
>
RT has support for HTTP auth (say, using apache's support for certs)  
as a flag in the config file.

> Jay
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 KFCrocker at lbl.gov  Wed Apr 23 19:40:09 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 23 Apr 2008 16:40:09 -0700
Subject: [rt-users] number of queues
In-Reply-To: <1208986019.15156.208.camel@grateful.d.umn.edu>
References: <1208986019.15156.208.camel@grateful.d.umn.edu>
Message-ID: <480FC8D9.7090308@lbl.gov>

Matt,


	The performance in RT seems to drop off when the are a lot of users 
with a lot of permissions to the tickets in a queue. We have over 75 
queues and restrict the ability to update tickets to a select few 
(specific groups for specific queues) and we have pretty good performance.
	We have a lot of software support so we prefix the name of the queue 
with the organization the software is supporting. For example, all of 
out financial software is broken down into individual queues for each 
package (like GL, AP, AR) but with the prf-fix for the organization. 
i.e. FS-GL, FS-AP, FS-AR where "FS" is for "Financial Services". It 
makes it easier to find them on a page or menu. We also limit how many 
queues a person sees by limiting such rights as "SeeQueue", 
"ShowTicket", "CreateTicket", ModifyTicket", "OwnTicket", etc. to the 
specific groups for those queues. It cuts down on them having to page 
thru 75 different queues AND it speeds up page loading and searches.
	We also have a general "Bucket" or "Request" queue to act as a review 
and approval queue for about 20 queues that are related. This keeps 
requestors from dumping a bunch of tickets into a queue when the support 
team isn't ready to work on them AND, more importantly, it allows those 
group members that review the requests in the "bucket" queue to evaluate 
and set the priorities. After prioritization, they are either rejected 
or approved for work, at wich time they are moved to the appropriate 
"support" queue. This keeps things moving along evenly and without alot 
of melodrama and trauma.
	We highly recommend RT, but if your session is going to be a busy one 
with more than 10 queues, we suggest that you create "User" groups for 
those that only need to send/create requests (in other words, these 
users are not to be working on the tickets, just getting results) and 
"Support" groups for those users that will be working on those requests. 
We further recommend you name the groups such that they can be 
identified by the queue they create/own/resolve tickets in and the type 
of function the perform. This will nip a lot of confusion in the bud.
	Also, spend ALOT of time learning about the granting of privileges and 
how they relate/cascade for both tickets AND Custom Fields. Hope this helps.


Kenn
LBNL

On 4/23/2008 2:26 PM, Matt Zagrabelny wrote:
> Greetings,
> 
> I am in the early throws of setting up and configuring RT for our
> university. I have a question about the granularity with which to create
> queues.
> 
> First off, is there a performance or otherwise soft or hard limit on the
> number of queues that are created? Or is the "only" downside of creating
> many queues the fact that you now need to sift through the multitude of
> queues to find the one you are interested in?
> 
> Secondly, is there namespaces for queues? That is, some way of
> organizing queues into logical groups?
> 
> Lastly, I am wondering if anyone can confirm the track that I am going
> down or otherwise point me in another direction.
> 
> I am thinking that we will have somewhere between 4 and 10 "top level"
> queues at our university.
> 
> Some off the top of my head are:
> 
>   - help desk
>   - phone network requests
>   - maintenance requests
>   - projects
> 
> Underneath those headings there could be queues such as the following:
> 
> + help desk
>   |
>   + systems team
>   + desktop team
>   + maintenance team
>   + phone net team
>   +
>   .
>   .
>   .
>   + team number 50
> 
> + phone net requests
> 
> + maintenance requests
> 
> + projects
>   |
>   + systems project 1
>   +
>   .
>   .
>   .
>   + systems project N
>   + classroom project 1
>   +
>   .
>   .
>   .
>   + classroom project N
>   + other project
>   + etc.
> 
> I am looking at creating too many queues? What have others done that are
> trying to use RT as the single ticketing system for many different
> facets of a large organization?
> 
> Thanks,
> 
> -Matt Zagrabelny
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From slushpupie at gmail.com  Wed Apr 23 19:42:31 2008
From: slushpupie at gmail.com (Jay Kline)
Date: Wed, 23 Apr 2008 18:42:31 -0500
Subject: [rt-users] S/MIME
In-Reply-To: <86C3DB1C-0375-41B5-BDC2-6EFC7EB7356D@bestpractical.com>
References: <480FA654.1070905@gmail.com>
	<86C3DB1C-0375-41B5-BDC2-6EFC7EB7356D@bestpractical.com>
Message-ID: <480FC967.5050404@gmail.com>

Jesse Vincent wrote:
>
> On Apr 23, 2008, at 5:12 PM, Jay Kline wrote:
>> Our organization makes heavy use of S/MIME for signatures and encryption
>> of email, and we would like RT to indicate if a message is signed, and
>> has a valid signature.  I saw a few mentions of it in the archives, but
>> most are old or inconclusive.
>
> We did a full integration for a client, but haven't found the cycles
> to polish it for release just yet :/
>

Would you be willing to share the patch, even if it dosnt get included
in the release? It surely would be helpful :-)

>
>> Related to this, we use these certs for client auth in web browers, has
>> anyone configured RT to use client certs for auth instead of cookies, or
>> HTTP auth?
>>
> RT has support for HTTP auth (say, using apache's support for certs)
> as a flag in the config file.
>

Yep, unfortunately this makes for  really ugly usernames, as Apache sets
the username to the full DN of the cert, we would ideally like to just
use the CN, or map it to another name entirely (like the email address). 

If its not really been done, Ill probably implement something using the
Cookie based external auth that is already out there.

Jay


From ruz at bestpractical.com  Wed Apr 23 21:09:57 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 24 Apr 2008 05:09:57 +0400
Subject: [rt-users] updating custom field value - permission denied
In-Reply-To: <BAY122-W139ED51A45370742D13B91BAE30@phx.gbl>
References: <BAY122-W139ED51A45370742D13B91BAE30@phx.gbl>
Message-ID: <589c94400804231809v753db1daj40e48e8a18b41916@mail.gmail.com>

On Wed, Apr 23, 2008 at 4:56 PM, Gary & Gina Koteras
<koteras at hotmail.com> wrote:
>
>  Hello all,
>
>      Our users can't update custom field values when they modify a ticket
> (they can update everything else - subject, status etc). The error comes up:
>
>
>
> User asked for an unknown update type for custom field Locations for
> RT::Ticket object #3410
> Could not add new custom field value. Permission Denied They do have the
> group right: AssignCustomFields
AssignCustomFields is about custom field management and assigning them
to queues. When you want ModifyCustomField right.

>
>
>  I'm not sure what I'm missing?
>
>  gary
>
>
>
>
> ________________________________
> In a rush? Get real-time answers with Windows Live Messenger.
> _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: sales at bestpractical.com
>
>
>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Wed Apr 23 21:23:02 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 24 Apr 2008 05:23:02 +0400
Subject: [rt-users] dependency question about GD in cpan
In-Reply-To: <98EF3B16688AEE49A98773C21BD229021E8899@ssimsmx00.ssi.local>
References: <98EF3B16688AEE49A98773C21BD229021E8899@ssimsmx00.ssi.local>
Message-ID: <589c94400804231823n67823ce1m17159f190722deae@mail.gmail.com>

Most probably you need gd-devel rpm to compile GD perl module.

Errors you pasted below are meaningless as the final report says that
your problems started during generating of the makefile. There are
almost no chances to compile and test anything when makefile can not
be compiled.

On Wed, Apr 23, 2008 at 6:55 PM, Trenton Taylor <trentt at ssi-invest.com> wrote:
>
>
>
>
> I'm running CentOS 4.6 and I'm stuck on the GD dependency ? Does anyone else
> have issues with GD in Cpan? I can just install from an RPM but I'm curious
> why Cpan always gives me headaches on GD.
>
>
>
> Thanks in advance ?
>
>
>
> Test Summary Report
>
> -------------------
>
> t/axestype.t (Wstat: 512 Tests: 0 Failed: 0)
>
>   Non-zero exit status: 2
>
>   Parse errors: Bad plan.  You planned 13 tests but ran 0.
>
> t/bugfixes.t (Wstat: 65280 Tests: 1 Failed: 1)
>
>   Failed test:  1
>
>   Non-zero exit status: 255
>
>   Parse errors: Bad plan.  You planned 33 tests but ran 1.
>
> t/use.t     (Wstat: 512 Tests: 0 Failed: 0)
>
>   Non-zero exit status: 2
>
>   Parse errors: Bad plan.  You planned 10 tests but ran 0.
>
> Files=6, Tests=63,  1 wallclock secs ( 0.01 usr  0.11 sys +  0.07 cusr  0.30
> csys =  0.49 CPU)
>
> Result: FAIL
>
> Failed 3/6 test programs. 1/63 subtests failed.
>
> make: *** [test_dynamic] Error 2
>
>   BWARFIELD/GDGraph-1.44.tar.gz
>
>   /usr/bin/make test -- NOT OK
>
> //hint// to see the cpan-testers results for installing this module, try:
>
>   reports BWARFIELD/GDGraph-1.44.tar.gz
>
> Running make install
>
>   make test had returned bad status, won't install without force
>
> Failed during this command:
>
>  LDS/GD-2.39.tar.gz                           : writemakefile NO
> '/usr/bin/perl Makefile.PL' returned status 512
>
>  MVERB/GDTextUtil-0.86.tar.gz                 : make_test NO
>
>  BWARFIELD/GDGraph-1.44.tar.gz                : make_test NO
>
>
>
>
>  Important: The information contained in this e-mail message is confidential
> and is intended only for the named addressee(s). If the reader of this
> e-mail message is not an intended recipient (or the individual responsible
> for the delivery of this e-mail message to an intended recipient), please be
> advised that any re-use, dissemination, distribution or copying of this
> e-mail message is prohibited. If you have received this e-mail message in
> error, please reply to the sender that you have received the message in
> error and then delete it. 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 daniel at rimspace.net  Wed Apr 23 22:59:09 2008
From: daniel at rimspace.net (Daniel Pittman)
Date: Thu, 24 Apr 2008 12:59:09 +1000
Subject: [rt-users] RT and project billing / CRM integration.
Message-ID: <87k5iohsaq.fsf@rimspace.net>

G'day.

A client of mine has been using a product to do task, project, client
and billing management, AllocPSA.  For various reasons they are
considering moving away from that to something more open and widely used
and supported.

My recommendation, for task tracking, is Request Tracker: I have used it
with success for years, and I am very comfortable that it can work well
for managing job assignment, completion and history.

There are a couple of features that AllocPSA, being a "one stop shop"
provides that don't come out of the box with RT and which I wondered
about what experience / advice y'all had for integration:


My client currently has per-project billing rates for their staff, so a
single engineer might be working on one job at $50 per hour, another at
$75 and so forth.

This is, currently, displayed on the tasks; my view is that this can be
extracted in an overlay to the ticket display and added, as a read-only
field, to one of the standard display boxes.

(Alternately, it can be set and maintained as a custom field on the
 tickets, but I don't want them to be mutable and probably do want them
 more highlighted than a standard CF would be.)


They also have some CRM style features: the software maintains a
hierarchy of [ client 1 -> * project 1 -> * task ] in the system, so
that a single client can have multiple projects and a project multiple
tasks.

It also provides contact management: a client has contact records, and
so forth, which are then used once you get down to the project or task
level.  

It would be good to keep this sort of integration and, from experience,
the user management part of RT really isn't targeted at this space: it
doesn't seem to provide a lot of "client" focused searching or display,
for example.

The two approaches I can see to this are:

1. Deploy some other CRM style application and encourage people to use
   that, optionally using the command line tools to sync changes from
   the external product into the RT client/user database.

2. Modify RT to use an external data source for client/user information,
   pulling that from the external tool directly.

The second is more desirable, to my mind, since it avoids duplicating
the information -- but I am not sure what sort of workload it would be
to incorporate that into RT?


I welcome your advice,
         Daniel



From cvelez at ckcomputingpr.com  Wed Apr 23 23:01:10 2008
From: cvelez at ckcomputingpr.com (Carlos J. Velez-Rivera)
Date: Wed, 23 Apr 2008 23:01:10 -0400
Subject: [rt-users] Issues configuring RT::Authen::ExternalAuth
In-Reply-To: <480C5480.1020600@jennic.com>
References: <200804191830.42136.cvelez@ckcomputingpr.com>
	<480C5480.1020600@jennic.com>
Message-ID: <200804232301.10738.cvelez@ckcomputingpr.com>

Hello Mike,

	Thanks for your answer.  Sorry for the delay in getting back to you.  I had to take care of a fire... Here is the RT_SiteConfig.pm file.  I thought it could be related to a bad filter...

Thanks in advance for any pointers you might have!
Carlos


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

# THE BASICS:

Set($rtname, 'Universidad de Puerto Rico - GAE');
Set($Organization, 'upr.edu');

Set($CorrespondAddress , 'someone at upr.edu');
Set($CommentAddress , 'someone at upr.edu');

Set($Timezone , 'Venezuela/Caracas'); # obviously choose what suits you

# THE DATABASE:

# Added by carlos 20070629
Set($DatabaseHost, 'localhost');
Set($DatabaseRTHost, 'localhost');

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

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

Set($DatabaseUser , 'dbuser');
Set($DatabasePassword , 'dbuserpwd');
Set($DatabaseName , 'dbname');

# THE WEBSERVER:

Set($WebPath , "/rt");
Set($WebBaseURL , "http://localhost");

# The order in which the services defined in ExternalSettings
# should be used to authenticate users. User is authenticated
# if successfully confirmed by any service - no more services
# are checked.
Set($ExternalAuthPriority,  [   'My_LDAP' ]
);

# The order in which the services defined in ExternalSettings
# should be used to get information about users. This includes
# RealName, Tel numbers etc, but also whether or not the user
# should be considered disabled.
# Once user info is found, no more services are checked.
Set($ExternalInfoPriority,  [   'My_LDAP' ]
);

# If this is set to true, then the relevant packages will
# be loaded to use SSL/TLS connections. At the moment,
# this just means "use Net::SSLeay;"
Set($ExternalServiceUsesSSLorTLS,    0);

# If this is set to 1, then users should be autocreated by RT
# as internal users if they fail to authenticate from an
# external service.
Set($AutoCreateNonExternalUsers,    0);

# These are the full settings for each external service as a HashOfHashes
# Note that you may have as many external services as you wish. They will
# be checked in the order specified in the Priority directives above.
# e.g.
#   Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
#
Set($ExternalSettings,      {   # AN EXAMPLE LDAP SERVICE
                                'My_LDAP'       =>  {   ## GENERIC SECTION
                                                        # The type of service (db/ldap/cookie)
                                                        'type'                      =>  'ldap',
                                                        # Should the service be used for authentication?
                                                        'auth'                      =>  1,
                                                        # Should the service be used for information?
                                                        'info'                      =>  1,
                                                        # The server hosting the service
                                                        'server'                    =>  'upridldap.upr.edu',
                                                        ## SERVICE-SPECIFIC SECTION
                                                        # If you can bind to your LDAP server anonymously you should
                                                        # remove the user and pass config lines, otherwise specify them here:
                                                        #
                                                        # The username RT should use to connect to the LDAP server
                                                        'user'                      =>  'admindn',
                                                        # The password RT should use to connect to the LDAP server
                                                        'pass'                    =>  'adminpwd',
                                                        #
                                                        # The LDAP search base
                                                        'base'                      =>  'ou=people,dc=upr,dc=edu',
                                                        # The filter to use to match RT-Users
                                                        'filter'                    =>  '(objectclass=*)',
                                                        # The filter that will only match disabled users
                                                        'd_filter' => '(eduPersonAffiliation=alumn)',
                                                        # Should we try to use TLS to encrypt connections?
                                                        'tls'                       =>  0,
                                                        # What other args should I pass to Net::LDAP->new($host, at args)?
                                                        'net_ldap_args'             => [    version =>  3   ],
                                                        # Does authentication depend on group membership? What group name?
                                                        'group'                     =>  '',
                                                        # What is the attribute for the group object that determines membership?
                                                        'group_attr'                =>  '',
                                                        ## RT ATTRIBUTE MATCHING SECTION
                                                        # The list of RT attributes that uniquely identify a user
                                                        'attr_match_list'           => [    'Name' ],
                                                        # The mapping of RT attributes on to LDAP attributes
                                                        'attr_map'                  =>  {   'Name' => 'uid',
                                                                                            'EmailAddress' => 'eduPersonPrincipalName',
                                                                                            'Organization' => 'eduPersonOrgDN',
                                                                                            'RealName' => 'displayName',
                                                                                            'ExternalAuthId' => 'uid',
                                                                                            'Gecos' => 'uid',
                                                                                            'WorkPhone' => '',
                                                                                            'Address1' => '',
                                                                                            'City' => '',
                                                                                            'State' => '',
                                                                                            'Zip' => '',
                                                                                            'Country' => ''
                                                                                        }
                                                    }
                                }
);
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'debug');
Set($LogToFile      , 'debug');
Set($LogDir, '/var/log/request-tracker3.6');
Set($LogToFileNamed , "rt.log");    #log to rt.log
Set($LogStackTraces , 0);
# Set($LogoURL , $WebImagesURL . "bplogo.gif");
#
1;


On Monday 21 April 2008 04:46:56 Mike Peachey wrote:
> Carlos J. Velez-Rivera wrote:
> > I have followed a recent thread in the list to setup LDAP authentication using 
> > RT::Authen::ExternalAuth and it is kind of working, but the user doesn;t 
> > actually get to use the system.  The system just leaves the user at the login 
> > page and nothing happens.  Is it that I'm using a bad disabled account filter 
> > or something?  
> > 
> > As an additional observation, I logged in as root after trying this out and 
> > even though the logs say the account was created I could not find the user.
> > 
> > Here is the log I get when I try to login carlos.velez99:
> > 
> <snip>
> 
> Your attr_map seems a little broken, although that shouldn't affect user 
> creation. The cause of the problem seems related to this line:
> 
> [Sat Apr 19 22:19:46 2008] [info]: Autocreated authenticated user
> carlos.velez99 (  )
> 
> The empty parenthesis at the end of this line is supposed to contain the 
> principal ID for the newly created user, which means that user creation 
> didn't succeed.
> 
> It's not clear what would cause that.
> 
> Perhaps if you provided your RT_SiteConfig.pm we might be better able to 
> work out what's going on..
> 



-- 
Carlos J. Velez-Rivera

Manager
CK Computing Corporation
cvelez at ckcomputingpr.com
Voice: (787)464-1182
Fax: 866-910-4798


From jboris at adphila.org  Wed Apr 23 23:32:36 2008
From: jboris at adphila.org (John  BORIS)
Date: Wed, 23 Apr 2008 23:32:36 -0400
Subject: [rt-users] Question about having a "splash" page?
Message-ID: <480FC7140200002B00050D67@gw1.adphila.org>

Jared,
Take it fromsomeone who has zero time to keep things updated. Try to
keep your nods to the place that upgrades will not overwirte them. After
a while you will have a hard time to make those mods and to keep track
of them. 

You can add anything to the index.html page as long as it resides in
/path/to/your/rt3/local/html. 
Since you are not up on HTML you should look to get a good HTML editor.
I am not sure what your desktop OS is but I use two.

HoTMetal Pro (No longer available)
Coffee Cup HTML Editor

HoTMetal Pro was the best package I ever used and have used it for the
past 13+ years. I was sad to see the company SoftQuad sell it off. 

Coffee Cup is the next best one I found. These are both Windows
packages. 




>>> Jared Hanks <jmhanks1373 at hotmail.com> 04/23/08 4:30 PM >>>
Ok, maybe the splash page is going to be a little more difficult than I
thought.  
 
What about modifying the index.html code to add links above the "Login"
section.  Would that be ok, or is it not advisable?  What line should I
put the html code above, or should I be putting the code somewhere else
other than the index.html page?  I don't know much HTML, only a little
bit so I'm not quite sure where it needs to go.  I know that if I were
to upgrade I would probably need to modify the code again, which is
fine.
 
Thanks again.






From tsadi.a at gmail.com  Thu Apr 24 02:01:15 2008
From: tsadi.a at gmail.com (Chad Adlawan)
Date: Thu, 24 Apr 2008 14:01:15 +0800
Subject: [rt-users] can users be prevented from editing 'RT at a glance'?
In-Reply-To: <480F6275.2070407@northwestern.edu>
References: <81cd136b0804230900y5fc98dedxd50bf99e79b40c23@mail.gmail.com>
	<480F6275.2070407@northwestern.edu>
Message-ID: <81cd136b0804232301u79649075l7decee4df4911b07@mail.gmail.com>

Hello Chris,

On Thu, Apr 24, 2008 at 12:23 AM, Chris Fabri <fabric at northwestern.edu>
wrote:

>
> This is the "modify self" right, which can be applied on a per group or
> per user basis in the global rights sections respectively.  Remove this
> right, and users won't be able to update RT-at-a-Glance, and probably
> some other items related.
>


The user I was trying things out with have "*No rights granted*" in all
Global Group Rights and Global User Rights. My RT installation is an almost
fresh install that contains no modifications of any kind except 1 thing: i
gave the system group "Everyone" the right to Comment, Create and Reply to
Tickets, and also SeeQueue for the queue "General".

In short, what I observed is that being able to edit RT-at-a-glance is
something that comes default to all users even if they have zero rights
granted in almost all areas except queue specific rights.

I'm sending another email in this thread to explain better why I need to
restrict my users this right - hopefully that will make my dilemma much
clearer to you.


Thanks you very much for your reply.

Thanks!
Chad
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From tsadi.a at gmail.com  Thu Apr 24 02:17:45 2008
From: tsadi.a at gmail.com (Chad Adlawan)
Date: Thu, 24 Apr 2008 14:17:45 +0800
Subject: [rt-users] can users be prevented from editing 'RT at a glance'?
In-Reply-To: <480F8947.8000809@lbl.gov>
References: <81cd136b0804230900y5fc98dedxd50bf99e79b40c23@mail.gmail.com>
	<480F8947.8000809@lbl.gov>
Message-ID: <81cd136b0804232317u56ca24d0j45fa3e0f51a4efcf@mail.gmail.com>

Hello Kenneth,

On Thu, Apr 24, 2008 at 3:08 AM, Kenneth Crocker <KFCrocker at lbl.gov> wrote:

>        Not that I know of. I think the design concept was based on the
> "usual" situation of a user cannot do anything on the WebUI unless they are
> privileged, and if they are privileged, why keep them from customizing their
> own home page? What is it you do not want them to see? Maybe there is
> another way.
>


I sent another email in this thread a few minutes ago - I wrote there my
observation that even if a user is not granted any global group or user
rights, being able to edit RT-at-a-glance seems to be a default right that
can not be disabled without hacking RT.

So my need may be understood better - the reason I want to prevent my users
from modifying RT-at-a-glance is this:

If you have a lot of tickets under "tickets you own" - it would be very to
identify with one glance which among all the tickets you own was recently
updated by the requestor, meaning there's new data available on that ticket
that you might have not read yet. I know sending out an email to ticket
owner when a ticket is updated by requestor is a possible solution, but I
wanted to do everything inside RT - so this is not an option for me.

I am actually not the only one needing this kind of functionality, as I have
noticed the same thing was also asked for in the RT-Wishlist here:
http://wiki.bestpractical.com/view/WishList

The request reads: "It would also be nice to highlight tickets that you own
but were not the last person to make contact with it. It's an easy patch but
would be nice to see it main stream."


The easiest solution I found to this specific need is editing the "tickets
you own" part and then adding a column called "LastUpdatedBy" - so a quick
glance to the "tickets you own" will already tell you which are the tickets
where it was not you who last made contact but the customer.

I have also found that making the modified RT-at-a-glance with the
"LastUpdatedBy" column as the default for all users can be done by following
the instructions here:
http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance

The very last thing that I just need to do now and which I cant seem to
solve, is how to prevent my users from modifying RT-at-a-glance, so they
will only use the default (I also dont want to deal with complaints like
"hey, how come the columns in my RT-at-a-glance is different from my
neighbor?).

Much thanks!
Chad
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From christian.forjahn at collax.com  Thu Apr 24 03:22:02 2008
From: christian.forjahn at collax.com (Christian Forjahn)
Date: Thu, 24 Apr 2008 09:22:02 +0200
Subject: [rt-users] rt3 sais fastcgi not stared but it is
Message-ID: <4810351A.7030504@collax.com>

Hi.

I installed rt 3.4.5 on a linux system (collax server). when I try to
access the site using fastcgi I get this message:
-snip-
You're almost there!

You haven't yet configured your webserver to run RT.

You appear to have installed RT's web interface correctly, but haven't
yet configured your web server to "run" the RT server which powers the
web interface.

The next step is to edit your webserver's configuration file to instruct
it to use RT's mod_perl , fastcgi or speedycgi handler.
-snap-

I allready configured the webserver using fastcgi. it is also loaded:


[Thu Apr 24 09:07:15 2008] [warn] FastCGI: server
"/opt/collax_rt3/bin/mason_handler.fcgi" started (pid 8859)

Does anybody know what this could be?

my apache/modules.d/http(s)/rt3:

Alias /rt3/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

<Directory "/opt/rt3">
   Options ExecCGI FollowSymlinks MultiViews Indexes
   AllowOverride None
   Order allow,deny
   Allow from all
</Directory>

any hints?

best chris


From mike.peachey at jennic.com  Thu Apr 24 04:09:10 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 24 Apr 2008 09:09:10 +0100
Subject: [rt-users] Issues configuring RT::Authen::ExternalAuth
In-Reply-To: <200804232301.10738.cvelez@ckcomputingpr.com>
References: <200804191830.42136.cvelez@ckcomputingpr.com>
	<480C5480.1020600@jennic.com>
	<200804232301.10738.cvelez@ckcomputingpr.com>
Message-ID: <48104026.9070904@jennic.com>

Carlos J. Velez-Rivera wrote:
> Hello Mike,
> 
> 	Thanks for your answer.  Sorry for the delay in getting back to you.  I had to take care of a fire... Here is the RT_SiteConfig.pm file.  I thought it could be related to a bad filter...
> 
> Thanks in advance for any pointers you might have!
> Carlos

Since you're not using LDAP groups to determine access, remove the group 
and group_attr lines from ExternalSettings, then run it again and 
provide the debug log for what heppens.

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From mike.peachey at jennic.com  Thu Apr 24 04:13:15 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 24 Apr 2008 09:13:15 +0100
Subject: [rt-users] Failure to Create User
In-Reply-To: <f0c0b990804232322v193ee12bm784a6753e595085b@mail.gmail.com>
References: <f0c0b990804220618m2a138e1dp3727107606a303db@mail.gmail.com>	
	<480DF1D2.4060204@jennic.com>
	<f0c0b990804232322v193ee12bm784a6753e595085b@mail.gmail.com>
Message-ID: <4810411B.20500@jennic.com>

Emmanuel Nnko wrote:
> Mike,
>  
> Thanks very much for the response.
>  
> However, just to shade some light:
>  
> x1- During the initial installation of RT, the RT comes with 
> RT_Config.pm file that for all customization has to be reflected on 
> RT_SiteConfig.pm (let me call this file Old/Original) file.
>  
> x2- In the file earlier submitted (RT_SiteConfig.pm, also attached) 
> contains the normal customization for local requirements.
>  
> x3- Now, when I installed RT::Authen::ExternalAuth & 
> RT::Authen::CookieAuth, they came with their RT_SiteConfig.pm file.
>  
> x4- Now, the issue is how to integrate these two new RT_SiteConfig.pm 
> files with the Old/Original RT_SiteConfig.pm file.
>  
> Please advise how to integrate them or if I need to do away with the 
> Old/Original RT_SiteConfig.pm.

You simply copy the contents of those files and paste them into your 
RT_SiteConfig.om and then change the values to suit your installation. 
IT seems that you have tried to do that, but the paste didn't work right 
and you also have Ldap settings that are for Jim Meyer's deprecated 
User_Local overlay, and not RT::Authen::ExternalAuth. If you have a 
setting that has LDAP in it and it doesn't appear in the example config 
that comes with ExternalAuth then you should remove it.

Also, are you sure you want to be using RT::Authen::CookieAuth?

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From mootaccount at gmail.com  Thu Apr 24 07:08:42 2008
From: mootaccount at gmail.com (Joshua Lenmarc)
Date: Thu, 24 Apr 2008 19:08:42 +0800
Subject: [rt-users] Template parsing error
Message-ID: <72077b70804240408k10845dd9ofe4d5673832a5a3a@mail.gmail.com>

This might help people having template parsing errors. I got this
error in /var/log/syslog:

RT: Template parsing error: RT::Ticket::Content Unimplemented in T.
(template line 16)   Stack:
[/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Record.pm:495]
[template:16]   [/opt/rt3/lib/RT/Template_Overlay.pm:397]
[/opt/rt3/lib/RT/Template_Overlay.pm:314]
[/opt/rt3/lib/RT/Action/SendEmail.pm:122]
[/opt/rt3/lib/RT/Action/Notify.pm:67]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:234]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:478]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:239]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:173]
[/opt/rt3/lib/RT/Record.pm:1466]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:746]
[/opt/rt3/share/html/index.html:88]
[/opt/rt3/share/html/autohandler:291]
(/opt/rt3/lib/RT/Template_Overlay.pm:393)

And the following error in apache2 error.log:

[error]: Template parsing error: RT::Ticket::Content Unimplemented in
T. (template line 16)

Stack:
  [/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Record.pm:495]
  [template:16]
  [/opt/rt3/lib/RT/Template_Overlay.pm:397]
  [/opt/rt3/lib/RT/Template_Overlay.pm:314]
  [/opt/rt3/lib/RT/Action/SendEmail.pm:122]
  [/opt/rt3/lib/RT/Action/Notify.pm:67]
  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:234]
  [/opt/rt3/lib/RT/Scrip_Overlay.pm:478]
  [/opt/rt3/lib/RT/Scrips_Overlay.pm:239]
  [/opt/rt3/lib/RT/Transaction_Overlay.pm:173]
  [/opt/rt3/lib/RT/Record.pm:1466]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3099]
  [/opt/rt3/lib/RT/Interface/Web.pm:1183]
  [/opt/rt3/share/html/Ticket/ModifyPeople.html:74]
  [/opt/rt3/share/html/autohandler:291]
(/opt/rt3/lib/RT/Template_Overlay.pm:393)

The cause of the error was a wrong declaration of Content tag:

$Ticket->Content

and should have been:

{$Transaction->Content()}

HTH.


From mike.peachey at jennic.com  Thu Apr 24 07:13:27 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 24 Apr 2008 12:13:27 +0100
Subject: [rt-users] RT LDAP Integration via RT-Authen-ExternalAuth-0.05
In-Reply-To: <11E641922C0B44439FB30F8936ABF621018F7F3E@bigmail01.eagleinvsys.com>
References: <11E641922C0B44439FB30F8936ABF621018F7F3E@bigmail01.eagleinvsys.com>
Message-ID: <48106B57.8060908@jennic.com>

Jeff Lucas wrote:
> I just signed-up for this list and have browsed it a bit but have been 
> unable to find the solution.
> 
> 
> Set($ExternalAuthPriority,  [   'My_LDAP',
> 
>                                 'SecondaryLDAP'
> 
>                             ]
> 
> );
> 
> Set($ExternalInfoPriority,  [   'My_LDAP',
> 
>                                 'SecondaryLDAP'
> 

Remove the references to the non-existant SecondaryLDAP services and try 
again. It is currently trying to look up info via a service for which no 
settings have been defined.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From jsmoriss at mvlan.net  Thu Apr 24 08:36:26 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Thu, 24 Apr 2008 12:36:26 +0000
Subject: [rt-users] RT Asset Tracker?
Message-ID: <20080424123626.GA18128@zaphod.mvlan.net>

Does anyone know what's happening with RT Asset Tracker? The website is
down, and the current tar file is corrupt:

gzip: stdin: decompression OK, trailing garbage ignored
-rwxr-xr-x rfox/rfox      3905 2005-02-23 23:21:07 at-1.2.3/sbin/extract_pod_tests
tar: Child returned status 2
tar: Error exit delayed from previous errors

Thanks,
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From cvelez at ckcomputingpr.com  Thu Apr 24 08:56:48 2008
From: cvelez at ckcomputingpr.com (Carlos J. Velez-Rivera)
Date: Thu, 24 Apr 2008 08:56:48 -0400
Subject: [rt-users] Issues configuring RT::Authen::ExternalAuth
In-Reply-To: <48104026.9070904@jennic.com>
References: <200804191830.42136.cvelez@ckcomputingpr.com>
	<200804232301.10738.cvelez@ckcomputingpr.com>
	<48104026.9070904@jennic.com>
Message-ID: <200804240856.49146.cvelez@ckcomputingpr.com>

On Thursday 24 April 2008 04:09:10 Mike Peachey wrote:
> Carlos J. Velez-Rivera wrote:
> > Hello Mike,
> > 
> > 	Thanks for your answer.  Sorry for the delay in getting back to you.  I had to take care of a fire... Here is the RT_SiteConfig.pm file.  I thought it could be related to a bad filter...
> > 
> > Thanks in advance for any pointers you might have!
> > Carlos
> 
> Since you're not using LDAP groups to determine access, remove the group 
> and group_attr lines from ExternalSettings, then run it again and 
> provide the debug log for what heppens.
> 

	Made the change cleaned up the mason files and restarted apache just in case.  It appears as though the same thing is happening.  Here's the log.  I also tried taking out the d_filter parameter in a separate try and there was no change.

[Thu Apr 24 12:46:39 2008] [warning]: Transaction->Create couldn't, as you didn't specify an object type and id (/usr/share/request-tracker3.6/lib/RT/Record.pm:1466)
[Thu Apr 24 12:46:39 2008] [debug]: RT::User::IsExternalPassword Trying External authentication (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:52)
[Thu Apr 24 12:46:39 2008] [debug]: Attempting to use external auth service: My_LDAP (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:63)
[Thu Apr 24 12:46:40 2008] [debug]: LDAP Search ===  Base: ou=people,dc=upr,dc=edu == Filter: (&(uid=carlos.velez99)(objectclass=*)) == Attrs: dn (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:185)
[Thu Apr 24 12:46:40 2008] [debug]: Found LDAP DN: uid=carlos.velez99,ou=people,dc=upr,dc=edu (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:217)
[Thu Apr 24 12:46:40 2008] [info]: RT::User::IsExternalPassword External Auth OK ( My_LDAP ): carlos.velez99 (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:281)
[Thu Apr 24 12:46:40 2008] [debug]: RT::User::IsPassword External auth SUCCEEDED (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:360)
[Thu Apr 24 12:46:40 2008] [debug]: RT::User::CanonicalizeUserInfo called by RT::User /usr/share/request-tracker3.6/lib/RT/User_Overlay.pm 190 with: Disabled: 0, EmailAddress: , Gecos: carlos.velez99, Name: carlos.velez99, Privileged: 0 (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:400)
[Thu Apr 24 12:46:40 2008] [debug]: Attempting to get user info using this external service: My_LDAP (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:408)
[Thu Apr 24 12:46:40 2008] [debug]: Attempting to use this canonicalization key: Name (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:417)
[Thu Apr 24 12:46:40 2008] [debug]: LDAP Search ===  Base: ou=people,dc=upr,dc=edu == Filter: (&(objectclass=*)(uid=carlos.velez99)) == Attrs: ,displayName,,eduPersonPrincipalName,uid,,,,,uid,eduPersonOrgDN,uid (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:538)
[Thu Apr 24 12:46:40 2008] [info]: RT::User::LookupExternalUserInfo : Returning:  Address1: , City: , Country: , EmailAddress: carlos.velez99 at upr.edu, ExternalAuthId: carlos.velez99, Gecos: carlos.velez99, Name: carlos.velez99, Organization: cn=Mayaguez,ou=people,dc=upr,dc=edu, RealName: Carlos J. Velez-Rivera, State: , WorkPhone: , Zip:  (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:703)
[Thu Apr 24 12:46:40 2008] [info]: RT::User::CanonicalizeUserInfo returning Address1: , City: , Country: , Disabled: 0, EmailAddress: carlos.velez99 at upr.edu, ExternalAuthId: carlos.velez99, Gecos: carlos.velez99, Name: carlos.velez99, Organization: cn=Mayaguez,ou=people,dc=upr,dc=edu, Privileged: 0, RealName: Carlos J. Velez-Rivera, State: , WorkPhone: , Zip:  (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:444)
[Thu Apr 24 12:46:41 2008] [info]: Autocreated authenticated user carlos.velez99 (  ) (/usr/share/request-tracker3.6/html/Callbacks/ExternalAuth/autohandler/Auth:50)


-- 
Carlos J. Velez-Rivera

Manager
CK Computing Corporation
cvelez at ckcomputingpr.com
Voice: (787)464-1182
Fax: 866-910-4798


From torsten.brumm at googlemail.com  Thu Apr 24 10:58:15 2008
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 24 Apr 2008 16:58:15 +0200
Subject: [rt-users] RT Asset Tracker?
In-Reply-To: <20080424123626.GA18128@zaphod.mvlan.net>
References: <20080424123626.GA18128@zaphod.mvlan.net>
Message-ID: <bdbd084b0804240758p75fba179m8ea156f2c54c33a1@mail.gmail.com>

Try this one. Todd has moved the page:

http://code.google.com/p/asset-tracker-4rt/

Torsten

2008/4/24 Jean-Sebastien Morisset <jsmoriss at mvlan.net>:

> Does anyone know what's happening with RT Asset Tracker? The website is
> down, and the current tar file is corrupt:
>
> gzip: stdin: decompression OK, trailing garbage ignored
> -rwxr-xr-x rfox/rfox      3905 2005-02-23 23:21:07
> at-1.2.3/sbin/extract_pod_tests
> tar: Child returned status 2
> tar: Error exit delayed from previous errors
>
> Thanks,
> js.
> --
> Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From KFCrocker at lbl.gov  Thu Apr 24 12:18:05 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 24 Apr 2008 09:18:05 -0700
Subject: [rt-users] RT and project billing / CRM integration.
In-Reply-To: <87k5iohsaq.fsf@rimspace.net>
References: <87k5iohsaq.fsf@rimspace.net>
Message-ID: <4810B2BD.3080005@lbl.gov>

Daniel,


	The USER Table the is part of the RT DataBase has a lot of info that 
may correlate to your client info needs. Why not just use that? As to 
project billing rate/project info, you're right, a Custom Field would 
work well AND there are some extension available that will highlight 
them with colors, etc. along with the standard RT rights to make them 
read-only, etc. just a thought.


Kenn
LBNL

On 4/23/2008 7:59 PM, Daniel Pittman wrote:
> G'day.
> 
> A client of mine has been using a product to do task, project, client
> and billing management, AllocPSA.  For various reasons they are
> considering moving away from that to something more open and widely used
> and supported.
> 
> My recommendation, for task tracking, is Request Tracker: I have used it
> with success for years, and I am very comfortable that it can work well
> for managing job assignment, completion and history.
> 
> There are a couple of features that AllocPSA, being a "one stop shop"
> provides that don't come out of the box with RT and which I wondered
> about what experience / advice y'all had for integration:
> 
> 
> My client currently has per-project billing rates for their staff, so a
> single engineer might be working on one job at $50 per hour, another at
> $75 and so forth.
> 
> This is, currently, displayed on the tasks; my view is that this can be
> extracted in an overlay to the ticket display and added, as a read-only
> field, to one of the standard display boxes.
> 
> (Alternately, it can be set and maintained as a custom field on the
>  tickets, but I don't want them to be mutable and probably do want them
>  more highlighted than a standard CF would be.)
> 
> 
> They also have some CRM style features: the software maintains a
> hierarchy of [ client 1 -> * project 1 -> * task ] in the system, so
> that a single client can have multiple projects and a project multiple
> tasks.
> 
> It also provides contact management: a client has contact records, and
> so forth, which are then used once you get down to the project or task
> level.  
> 
> It would be good to keep this sort of integration and, from experience,
> the user management part of RT really isn't targeted at this space: it
> doesn't seem to provide a lot of "client" focused searching or display,
> for example.
> 
> The two approaches I can see to this are:
> 
> 1. Deploy some other CRM style application and encourage people to use
>    that, optionally using the command line tools to sync changes from
>    the external product into the RT client/user database.
> 
> 2. Modify RT to use an external data source for client/user information,
>    pulling that from the external tool directly.
> 
> The second is more desirable, to my mind, since it avoids duplicating
> the information -- but I am not sure what sort of workload it would be
> to incorporate that into RT?
> 
> 
> I welcome your advice,
>          Daniel
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From mzagrabe at d.umn.edu  Thu Apr 24 12:18:43 2008
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 24 Apr 2008 11:18:43 -0500
Subject: [rt-users] select unprivileged users
Message-ID: <1209053923.7421.11.camel@grateful.d.umn.edu>

Greetings,

I have searched the mailing list archives, the wiki, and google and
haven not come across an answer to this question:

Is it possible, from the web (Configuration -> Users -> Select User),
to select (not search for) unprivileged users?

I know that you can search for them, but I am wondering if there is a
config option, flag, check box, etc. that will allow unprivileged users
to show up as the privileged ones do?

Thanks,

-- 
Matt Zagrabelny - mzagrabe at d.umn.edu - (218) 726 8844
University of Minnesota Duluth
Information Technology Systems & Services
PGP key 1024D/84E22DA2 2005-11-07
Fingerprint: 78F9 18B3 EF58 56F5 FC85  C5CA 53E7 887F 84E2 2DA2

He is not a fool who gives up what he cannot keep to gain what he cannot
lose.
-Jim Elliot
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From KFCrocker at lbl.gov  Thu Apr 24 12:28:24 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 24 Apr 2008 09:28:24 -0700
Subject: [rt-users] can users be prevented from editing 'RT at a glance'?
In-Reply-To: <81cd136b0804232317u56ca24d0j45fa3e0f51a4efcf@mail.gmail.com>
References: <81cd136b0804230900y5fc98dedxd50bf99e79b40c23@mail.gmail.com>
	<480F8947.8000809@lbl.gov>
	<81cd136b0804232317u56ca24d0j45fa3e0f51a4efcf@mail.gmail.com>
Message-ID: <4810B528.1050509@lbl.gov>

Chad,



	Your "Easiest" solution is what I was going to recommend. The rub here 
is, you cannot modify the default query to include the "Last Updated By" 
column without affecting everyone. To do that, you would have to hack 
that logic to first recognise the user calling the query and then see if 
he is on some new list that defines the one's that want the extra 
column. VERY MESSY! So..... unless your users are willing to put up with 
a modified version of the default query, there is no easy solution. 
Tough situation. Sorry I couldn't help more.

Kenn
LBNL

On 4/23/2008 11:17 PM, Chad Adlawan wrote:
> Hello Kenneth,
> 
> On Thu, Apr 24, 2008 at 3:08 AM, Kenneth Crocker <KFCrocker at lbl.gov 
> <mailto:KFCrocker at lbl.gov>> wrote:
> 
>            Not that I know of. I think the design concept was based on
>     the "usual" situation of a user cannot do anything on the WebUI
>     unless they are privileged, and if they are privileged, why keep
>     them from customizing their own home page? What is it you do not
>     want them to see? Maybe there is another way.
> 
> 
> 
> I sent another email in this thread a few minutes ago - I wrote there my 
> observation that even if a user is not granted any global group or user 
> rights, being able to edit RT-at-a-glance seems to be a default right 
> that can not be disabled without hacking RT.
> 
> So my need may be understood better - the reason I want to prevent my 
> users from modifying RT-at-a-glance is this:
> 
> If you have a lot of tickets under "tickets you own" - it would be very 
> to identify with one glance which among all the tickets you own was 
> recently updated by the requestor, meaning there's new data available on 
> that ticket that you might have not read yet. I know sending out an 
> email to ticket owner when a ticket is updated by requestor is a 
> possible solution, but I wanted to do everything inside RT - so this is 
> not an option for me.
> 
> I am actually not the only one needing this kind of functionality, as I 
> have noticed the same thing was also asked for in the RT-Wishlist here:
> http://wiki.bestpractical.com/view/WishList
> 
> The request reads: "It would also be nice to highlight tickets that you 
> own but were not the last person to make contact with it. It's an easy 
> patch but would be nice to see it main stream."
> 
> 
> The easiest solution I found to this specific need is editing the 
> "tickets you own" part and then adding a column called "LastUpdatedBy" - 
> so a quick glance to the "tickets you own" will already tell you which 
> are the tickets where it was not you who last made contact but the customer.
> 
> I have also found that making the modified RT-at-a-glance with the 
> "LastUpdatedBy" column as the default for all users can be done by 
> following the instructions here:
> http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance
> 
> The very last thing that I just need to do now and which I cant seem to 
> solve, is how to prevent my users from modifying RT-at-a-glance, so they 
> will only use the default (I also dont want to deal with complaints like 
> "hey, how come the columns in my RT-at-a-glance is different from my 
> neighbor?).
> 
> Much thanks!
> Chad
> 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From fabric at northwestern.edu  Thu Apr 24 12:30:41 2008
From: fabric at northwestern.edu (Chris Fabri)
Date: Thu, 24 Apr 2008 11:30:41 -0500
Subject: [rt-users] can users be prevented from editing 'RT at a glance'?
In-Reply-To: <81cd136b0804232301u79649075l7decee4df4911b07@mail.gmail.com>
References: <81cd136b0804230900y5fc98dedxd50bf99e79b40c23@mail.gmail.com>	<480F6275.2070407@northwestern.edu>
	<81cd136b0804232301u79649075l7decee4df4911b07@mail.gmail.com>
Message-ID: <4810B5B1.5090704@northwestern.edu>

On 4/24/08 1:01 AM, Chad Adlawan wrote:
> Hello Chris,
> 
> On Thu, Apr 24, 2008 at 12:23 AM, Chris Fabri <fabric at northwestern.edu 
> <mailto:fabric at northwestern.edu>> wrote:
> 
> 
>     This is the "modify self" right, which can be applied on a per group or
>     per user basis in the global rights sections respectively.  Remove this
>     right, and users won't be able to update RT-at-a-Glance, and probably
>     some other items related.
> 
> 
> 
> The user I was trying things out with have "/No rights granted/" in all 
> Global Group Rights and Global User Rights. My RT installation is an 
> almost fresh install that contains no modifications of any kind except 1 
> thing: i gave the system group "Everyone" the right to Comment, Create 
> and Reply to Tickets, and also SeeQueue for the queue "General".
> 
> In short, what I observed is that being able to edit RT-at-a-glance is 
> something that comes default to all users even if they have zero rights 
> granted in almost all areas except queue specific rights.
> 

I would try creating a group, adding these users to that group, and then 
setting up the rights there.  I have been able to eliminate the ability 
to modify at-a-glance by removing the "modify" self" right from the 
global group permissions.  Perhaps since you have to explicitly remove 
that right to override a default.   chris


From jsmoriss at mvlan.net  Thu Apr 24 12:33:35 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Thu, 24 Apr 2008 16:33:35 +0000
Subject: [rt-users] RT Asset Tracker?
In-Reply-To: <bdbd084b0804240758p75fba179m8ea156f2c54c33a1@mail.gmail.com>
References: <20080424123626.GA18128@zaphod.mvlan.net>
	<bdbd084b0804240758p75fba179m8ea156f2c54c33a1@mail.gmail.com>
Message-ID: <20080424163335.GF20110@zaphod.mvlan.net>

Thanks!

I see AT is for RT v3.4... Anyone know if it'll work with RT v3.6.6?

js.

On Thu, Apr 24, 2008 at 04:58:15PM +0200, Torsten Brumm wrote:
> Try this one. Todd has moved the page:
> 
> http://code.google.com/p/asset-tracker-4rt/
> 
> Torsten
> 
> 2008/4/24 Jean-Sebastien Morisset <jsmoriss at mvlan.net>:
> 
>> Does anyone know what's happening with RT Asset Tracker? The website is
>> down, and the current tar file is corrupt:
>> 
>> gzip: stdin: decompression OK, trailing garbage ignored
>> -rwxr-xr-x rfox/rfox      3905 2005-02-23 23:21:07
>> at-1.2.3/sbin/extract_pod_tests
>> tar: Child returned status 2
>> tar: Error exit delayed from previous errors
>> 
>> Thanks,
>> js.
>> --
>> Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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

-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From torsten.brumm at googlemail.com  Thu Apr 24 12:34:26 2008
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 24 Apr 2008 18:34:26 +0200
Subject: [rt-users] RT Asset Tracker?
In-Reply-To: <20080424163335.GF20110@zaphod.mvlan.net>
References: <20080424123626.GA18128@zaphod.mvlan.net>
	<bdbd084b0804240758p75fba179m8ea156f2c54c33a1@mail.gmail.com>
	<20080424163335.GF20110@zaphod.mvlan.net>
Message-ID: <bdbd084b0804240934y1d696094s8d8aaef37d48edeb@mail.gmail.com>

it works under rt 3.6.5 like a charm ;-)

2008/4/24 Jean-Sebastien Morisset <jsmoriss at mvlan.net>:

> Thanks!
>
> I see AT is for RT v3.4... Anyone know if it'll work with RT v3.6.6?
>
> js.
>
> On Thu, Apr 24, 2008 at 04:58:15PM +0200, Torsten Brumm wrote:
> > Try this one. Todd has moved the page:
> >
> > http://code.google.com/p/asset-tracker-4rt/
> >
> > Torsten
> >
> > 2008/4/24 Jean-Sebastien Morisset <jsmoriss at mvlan.net>:
> >
> >> Does anyone know what's happening with RT Asset Tracker? The website is
> >> down, and the current tar file is corrupt:
> >>
> >> gzip: stdin: decompression OK, trailing garbage ignored
> >> -rwxr-xr-x rfox/rfox      3905 2005-02-23 23:21:07
> >> at-1.2.3/sbin/extract_pod_tests
> >> tar: Child returned status 2
> >> tar: Error exit delayed from previous errors
> >>
> >> Thanks,
> >> js.
> >> --
> >> Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: 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
>
> --
> Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From KFCrocker at lbl.gov  Thu Apr 24 13:11:16 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 24 Apr 2008 10:11:16 -0700
Subject: [rt-users] RT Matrix
Message-ID: <4810BF34.3000603@lbl.gov>

To all,


	Does anyone have RT Matrix working under 3.6.4? What modifications did 
you follow to upgrade it from 3.4.x? THanks.


Kenn
LBNL



From mathew.snyder at gmail.com  Thu Apr 24 13:33:30 2008
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Thu, 24 Apr 2008 13:33:30 -0400
Subject: [rt-users] RT Matrix
In-Reply-To: <4810BF34.3000603@lbl.gov>
References: <4810BF34.3000603@lbl.gov>
Message-ID: <4810C46A.10907@gmail.com>

I'm going to guess you mean RTx-RightsMatrix.  Prior to leaving my last 
position I was using it with v3.6.5 with no modifications.  I simply did 
a `perl Makefile.pl` and make install.  Everything was placed appropriately.

Mathew

Kenneth Crocker wrote:
> To all,
> 
> 
> 	Does anyone have RT Matrix working under 3.6.4? What modifications did 
> you follow to upgrade it from 3.4.x? 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 Apr 24 13:46:10 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 24 Apr 2008 10:46:10 -0700
Subject: [rt-users] RT Matrix
In-Reply-To: <4810C46A.10907@gmail.com>
References: <4810BF34.3000603@lbl.gov> <4810C46A.10907@gmail.com>
Message-ID: <4810C762.40909@lbl.gov>

Mathew,


	Thanks a bunch. I just upgraded to 3.6.4 so I'll give it a try.


Kenn
LBNL

On 4/24/2008 10:33 AM, Mathew Snyder wrote:
> I'm going to guess you mean RTx-RightsMatrix.  Prior to leaving my last 
> position I was using it with v3.6.5 with no modifications.  I simply did 
> a `perl Makefile.pl` and make install.  Everything was placed 
> appropriately.
> 
> Mathew
> 
> Kenneth Crocker wrote:
>> To all,
>>
>>
>>     Does anyone have RT Matrix working under 3.6.4? What modifications 
>> did you follow to upgrade it from 3.4.x? 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 natxo.asenjo at gmail.com  Thu Apr 24 17:04:18 2008
From: natxo.asenjo at gmail.com (Natxo Asenjo)
Date: Thu, 24 Apr 2008 23:04:18 +0200
Subject: [rt-users] RT Asset Tracker?
In-Reply-To: <bdbd084b0804240934y1d696094s8d8aaef37d48edeb@mail.gmail.com>
References: <20080424123626.GA18128@zaphod.mvlan.net>
	<bdbd084b0804240758p75fba179m8ea156f2c54c33a1@mail.gmail.com>
	<20080424163335.GF20110@zaphod.mvlan.net>
	<bdbd084b0804240934y1d696094s8d8aaef37d48edeb@mail.gmail.com>
Message-ID: <90f6e8270804241404t2ae1ddf3ic760de76df9fa4e8@mail.gmail.com>

On Thu, Apr 24, 2008 at 6:34 PM, Torsten Brumm
<torsten.brumm at googlemail.com> wrote:
> it works under rt 3.6.5 like a charm ;-)

is it production ready or beta?

-- 
Groeten,
J.Asenjo


From ruz at bestpractical.com  Thu Apr 24 17:37:12 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 25 Apr 2008 01:37:12 +0400
Subject: [rt-users] rt3 sais fastcgi not stared but it is
In-Reply-To: <4810351A.7030504@collax.com>
References: <4810351A.7030504@collax.com>
Message-ID: <589c94400804241437r7ca009d0mf3b17923a996dd63@mail.gmail.com>

In your config there is no any directive that enables FastCGI and
associate RT's files with FCGI handler. Here is basic config from
README

<<<
FastCgiIpcDir /tmp

FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120

<VirtualHost rt.example.com>

   # Pass through requests to display images
   Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

   AddHandler fastcgi-script fcgi
   ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/

</VirtualHost>
>>>

If you are looking for further help then you have to provide
information about how you want to run RT. As a location in your site
or as subdomain.

On Thu, Apr 24, 2008 at 11:22 AM, Christian Forjahn
<christian.forjahn at collax.com> wrote:
> Hi.
>
>  I installed rt 3.4.5 on a linux system (collax server). when I try to
>  access the site using fastcgi I get this message:
>  -snip-
>  You're almost there!
>
>  You haven't yet configured your webserver to run RT.
>
>  You appear to have installed RT's web interface correctly, but haven't
>  yet configured your web server to "run" the RT server which powers the
>  web interface.
>
>  The next step is to edit your webserver's configuration file to instruct
>  it to use RT's mod_perl , fastcgi or speedycgi handler.
>  -snap-
>
>  I allready configured the webserver using fastcgi. it is also loaded:
>
>
>  [Thu Apr 24 09:07:15 2008] [warn] FastCGI: server
>  "/opt/collax_rt3/bin/mason_handler.fcgi" started (pid 8859)
>
>  Does anybody know what this could be?
>
>  my apache/modules.d/http(s)/rt3:
>
>  Alias /rt3/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
>
>  <Directory "/opt/rt3">
>    Options ExecCGI FollowSymlinks MultiViews Indexes
>    AllowOverride None
>    Order allow,deny
>    Allow from all
>  </Directory>
>
>  any hints?
>
>  best 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
>



-- 
Best regards, Ruslan.


From judy at epicenter.ucsd.edu  Thu Apr 24 18:43:17 2008
From: judy at epicenter.ucsd.edu (Judy Illeman Gaukel)
Date: Thu, 24 Apr 2008 15:43:17 -0700
Subject: [rt-users] Still struggling with mail that worked that doesn't
 now
Message-ID: <48110D05.3030005@epicenter.ucsd.edu>

Hi Drew,
  I have used cpan to install Scalar::Util with no luck.   I guess what 
dumbfounds me is that all of this was working
before the latest Solaris patch (so I'm guessing the latest security 
patch must have munged up perl!)... 
So I haven't modified any of the RT files - or anything else, for that 
matter, since it had been running.  
I'm building RT on a fresh machine and importing the database, so I 
guess that is the "work around".   One
way to force an upgrade, for sure!
  Thanks for your help,
     Judy


113400  [Thu Apr 17 19:42:01 2008] [error]: Scrip Prepare 6 died. - 
Undefined subroutine &Scalar::Util::weaken called at 
/opt/csw/rt3/lib/RT/Action/Generic.pm line 107.

Rebuild Scalar::Util from CPAN.  RedHat's build is broken from RPM, so 
that error is well known.  It wouldn't surprise me if perhaps this was 
biting you also.

Regarding " 113374  Can't locate RT/Action/.pm".  That is almost 
certainly a typo that you need to track down.



From oakcluster at comcast.net  Thu Apr 24 23:09:53 2008
From: oakcluster at comcast.net (oakcluster)
Date: Thu, 24 Apr 2008 23:09:53 -0400
Subject: [rt-users] Clicking a link brings me back to login page
In-Reply-To: <7d73da0803041322u206267abs9f030ae35182efec@mail.gmail.com>
References: <7d73da0803041322u206267abs9f030ae35182efec@mail.gmail.com>
Message-ID: <48114B81.6060706@comcast.net>

Juan Mas wrote:
> Hi All,
>
> I just got RT 3.6.6 installed on gentoo and followed the installation
> instructions step by step.  I am able to get to the login page and
> login using root, but when I click on any link it brings me back to
> the login screen.  I can then log in and it will take me to where I
> need to go but I have to do this after every link I click.  I tried
> searching the archives but didn't find any answers.  Does anyone know
> a solution to this?
>
>   

Make sure the following are set correctly in your RT_SiteConfig.pm file:

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

My WebPath was set wrong. It was based on an older configuration where
it was set to /rt3.
When it was set to the older config I would always go back to the login
page. when I clicked on a link.

After I changed it it worked fine.



From dale at chatham.org  Thu Apr 24 22:55:03 2008
From: dale at chatham.org (Dale J. Chatham)
Date: Thu, 24 Apr 2008 21:55:03 -0500
Subject: [rt-users] No virtual host + initial password not working
Message-ID: <48114807.5010904@chatham.org>

I don't want to use virtual hosts.  With passwords flying, I'm using 
https for RT.

The rt.conf in /etc/httpd/conf.d is below.

The initial root password appears to be defined in /etc/rt/initialdata  
It isn't being picked up.



  1 # Now you just have to add this line to httpd.conf
  2 # Include /path/to/this/file
  3 Alias /rt          "/var/rt/html"
  4 Alias /NoAuth      "/var/rt/html/NoAuth"
  5 Alias /Admin       "/var/rt/html/Admin"
  6 Alias /Approvals   "/var/rt/html/Approvals"
  7 Alias /autohandler "/var/rt/html/autohandler"
  8 Alias /Download    "/var/rt/html/Download"
  9 Alias /Elements    "/var/rt/html/Elements"
 10 Alias /REST        "/var/rt/html/REST"
 11 Alias /Search      "/var/rt/html/Search"
 12 Alias /SelfService "/var/rt/html/SelfService"
 13 Alias /Ticket      "/var/rt/html/Ticket"
 14 Alias /Tools       "/var/rt/html/Tools"
 15 Alias /User        "/var/rt/html/User"
 16
 17 PerlRequire /usr/bin/webmux.pl
 18  <Location /rt>
 19     Options None
 20     SetHandler perl-script
 21     PerlHandler RT::Mason
 22     <IfDefine PerlDProf>
 23       <IfDefine PerlSmallProf>
 24         PerlFixupHandler Apache::SmallProf
 25       </IfDefine>
 26     </IfDefine>
 27 </Location>
 28
 29 <Location /NoAuth/images>
 30   SetHandler default-handler
 31 </Location>
 32
 33 # To use this you have to start apache with -DPerlStatus.
 34 #
 35 # In RHEL, add the following line to /etc/sysconfig/httpd:
 36 #
 37 # OPTIONS=-DPerlStatus
 38 <IfDefine PerlStatus>
 39   <Location /perl-status>
 40     SetHandler perl-script
 41     PerlHandler Apache2::Status
 42     PerlSetVar StatusOptionsAll On
 43     PerlSetVar StatusTerse On
 44     PerlSetVar StatusTerseSize On
 45     PerlSetVar StatusTerseSizeMainSummary On
 46     PerlSetVar StatusLexInfo On
 47   </Location>
 48 </IfDefine>



From christian.forjahn at collax.com  Fri Apr 25 03:33:20 2008
From: christian.forjahn at collax.com (Christian Forjahn)
Date: Fri, 25 Apr 2008 09:33:20 +0200
Subject: [rt-users] rt3 sais fastcgi not stared but it is
In-Reply-To: <589c94400804241437r7ca009d0mf3b17923a996dd63@mail.gmail.com>
References: <4810351A.7030504@collax.com>
	<589c94400804241437r7ca009d0mf3b17923a996dd63@mail.gmail.com>
Message-ID: <48118940.90207@collax.com>

hi ruslan.

I also want to run rt in a site?s location: example.com/rt3/
therefore I did not configure it as a virtual host.
do you need any further information?

best chris
> 
> If you are looking for further help then you have to provide
> information about how you want to run RT. As a location in your site
> or as subdomain.
> 



From torsten.brumm at googlemail.com  Fri Apr 25 06:35:17 2008
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 25 Apr 2008 12:35:17 +0200
Subject: [rt-users] RT Asset Tracker?
In-Reply-To: <90f6e8270804241404t2ae1ddf3ic760de76df9fa4e8@mail.gmail.com>
References: <20080424123626.GA18128@zaphod.mvlan.net>
	<bdbd084b0804240758p75fba179m8ea156f2c54c33a1@mail.gmail.com>
	<20080424163335.GF20110@zaphod.mvlan.net>
	<bdbd084b0804240934y1d696094s8d8aaef37d48edeb@mail.gmail.com>
	<90f6e8270804241404t2ae1ddf3ic760de76df9fa4e8@mail.gmail.com>
Message-ID: <bdbd084b0804250335v820d0acraf6bdb22ad636b27@mail.gmail.com>

We use it in production, its working really good. hopefully Todd will spent
more time on this project in the future.

So, we use it in production without any problems.

Torsten

2008/4/24 Natxo Asenjo <natxo.asenjo at gmail.com>:

> On Thu, Apr 24, 2008 at 6:34 PM, Torsten Brumm
> <torsten.brumm at googlemail.com> wrote:
> > it works under rt 3.6.5 like a charm ;-)
>
> is it production ready or beta?
>
> --
> Groeten,
> J.Asenjo
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 dale at chatham.org  Fri Apr 25 09:37:06 2008
From: dale at chatham.org (Dale J. Chatham)
Date: Fri, 25 Apr 2008 08:37:06 -0500
Subject: [rt-users] No virtual host + initial password not working
In-Reply-To: <48114807.5010904@chatham.org>
References: <48114807.5010904@chatham.org>
Message-ID: <4811DE82.5030803@chatham.org>

I am guessing that the file /etc/rt/initialdata is not being read.  
However, when I grep every file I can find, I cannot find a reference to 
initialdata.  How does it get included?

CentOS 5 install from RPM.

Thanks,

  Dale


Dale J. Chatham wrote:
> I don't want to use virtual hosts.  With passwords flying, I'm using 
> https for RT.
>
> The rt.conf in /etc/httpd/conf.d is below.
>
> The initial root password appears to be defined in /etc/rt/initialdata  
> It isn't being picked up.
>
>
>
>   1 # Now you just have to add this line to httpd.conf
>   2 # Include /path/to/this/file
>   3 Alias /rt          "/var/rt/html"
>   4 Alias /NoAuth      "/var/rt/html/NoAuth"
>   5 Alias /Admin       "/var/rt/html/Admin"
>   6 Alias /Approvals   "/var/rt/html/Approvals"
>   7 Alias /autohandler "/var/rt/html/autohandler"
>   8 Alias /Download    "/var/rt/html/Download"
>   9 Alias /Elements    "/var/rt/html/Elements"
>  10 Alias /REST        "/var/rt/html/REST"
>  11 Alias /Search      "/var/rt/html/Search"
>  12 Alias /SelfService "/var/rt/html/SelfService"
>  13 Alias /Ticket      "/var/rt/html/Ticket"
>  14 Alias /Tools       "/var/rt/html/Tools"
>  15 Alias /User        "/var/rt/html/User"
>  16
>  17 PerlRequire /usr/bin/webmux.pl
>  18  <Location /rt>
>  19     Options None
>  20     SetHandler perl-script
>  21     PerlHandler RT::Mason
>  22     <IfDefine PerlDProf>
>  23       <IfDefine PerlSmallProf>
>  24         PerlFixupHandler Apache::SmallProf
>  25       </IfDefine>
>  26     </IfDefine>
>  27 </Location>
>  28
>  29 <Location /NoAuth/images>
>  30   SetHandler default-handler
>  31 </Location>
>  32
>  33 # To use this you have to start apache with -DPerlStatus.
>  34 #
>  35 # In RHEL, add the following line to /etc/sysconfig/httpd:
>  36 #
>  37 # OPTIONS=-DPerlStatus
>  38 <IfDefine PerlStatus>
>  39   <Location /perl-status>
>  40     SetHandler perl-script
>  41     PerlHandler Apache2::Status
>  42     PerlSetVar StatusOptionsAll On
>  43     PerlSetVar StatusTerse On
>  44     PerlSetVar StatusTerseSize On
>  45     PerlSetVar StatusTerseSizeMainSummary On
>  46     PerlSetVar StatusLexInfo On
>  47   </Location>
>  48 </IfDefine>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   



From dale at chatham.org  Fri Apr 25 11:22:56 2008
From: dale at chatham.org (Dale J. Chatham)
Date: Fri, 25 Apr 2008 10:22:56 -0500
Subject: [rt-users] Where does initialdata get read
Message-ID: <4811F750.90005@chatham.org>

Where does initialdata get read?


From dale at chatham.org  Fri Apr 25 11:52:04 2008
From: dale at chatham.org (Dale J. Chatham)
Date: Fri, 25 Apr 2008 10:52:04 -0500
Subject: [rt-users] Where does initialdata get read
In-Reply-To: <4811F750.90005@chatham.org>
References: <4811F750.90005@chatham.org>
Message-ID: <4811FE24.5010307@chatham.org>

Amazing what one can find with rpm --dump -qp rpm-file

/usr/sbin/rt-setup-database

I had to drop the database and start all over on database creation.



Dale J. Chatham wrote:
> Where does initialdata get read?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   



From dale at chatham.org  Fri Apr 25 11:53:53 2008
From: dale at chatham.org (Dale J. Chatham)
Date: Fri, 25 Apr 2008 10:53:53 -0500
Subject: [rt-users] No virtual host + initial password not working
In-Reply-To: <4811DE82.5030803@chatham.org>
References: <48114807.5010904@chatham.org> <4811DE82.5030803@chatham.org>
Message-ID: <4811FE91.5000109@chatham.org>

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From lists at masonc.com  Sat Apr 26 02:54:34 2008
From: lists at masonc.com (Chris Mason (Lists))
Date: Sat, 26 Apr 2008 02:54:34 -0400
Subject: [rt-users] Delete Perl?
Message-ID: <4812D1AA.2080105@masonc.com>

I continue to have show-stopping problems on one server that ran RT 
until I tried to upgrade. I have been able to install RT on other 
machines with no problems.
Is there a way to delete Perl and start again? I think that would be 
much more efficient than wading through the tons of perl conflicts and 
package issues, I have downloaded and compiled 5.8.3 for ES# and could 
install with RPM immediately after running rpm -e perl*
Is there a better way to restore perl to the default structure with only 
the packages and modules as shipped with the OS?
Any help appreciated

Chris




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



From dale at chatham.org  Sat Apr 26 08:33:10 2008
From: dale at chatham.org (Dale J. Chatham)
Date: Sat, 26 Apr 2008 07:33:10 -0500
Subject: [rt-users] Delete Perl?
In-Reply-To: <4812D1AA.2080105@masonc.com>
References: <4812D1AA.2080105@masonc.com>
Message-ID: <48132106.3020605@chatham.org>

Potentially dangerous, but, ...

rpm --nodeps --force -ivh <list of packages>

You might want to run rpm -ivh against a package to see what the 
dependencies are to get the list of packages.

rpm -e package.rpm will remove the package.  It will also tell you the 
dependencies.  Perl is intertwined around everything almost, so the list 
will be long.

Chris Mason (Lists) wrote:
> I continue to have show-stopping problems on one server that ran RT 
> until I tried to upgrade. I have been able to install RT on other 
> machines with no problems.
> Is there a way to delete Perl and start again? I think that would be 
> much more efficient than wading through the tons of perl conflicts and 
> package issues, I have downloaded and compiled 5.8.3 for ES# and could 
> install with RPM immediately after running rpm -e perl*
> Is there a better way to restore perl to the default structure with only 
> the packages and modules as shipped with the OS?
> Any help appreciated
>
> Chris
>
>
>
>
>   



From rt at northpb.com  Sun Apr 27 18:47:10 2008
From: rt at northpb.com (Dan O'Neill)
Date: Sun, 27 Apr 2008 15:47:10 -0700
Subject: [rt-users] RT 3.6.6 wants Apache::Request w/libapreq-1.33 which is
	really old
In-Reply-To: <20050617180653.GP27218@bestpractical.com>
References: <42B30EB9.60200@northpb.com>	<20050617180653.GP27218@bestpractical.com>
Message-ID: <4815026E.7020307@northpb.com>

During an installation of RT 3.6.6 on Fedora 8 under Apache 2.x the 
dependencies try to install the CPAN module Apache::Request which in 
turn wants to build libapreq-1.33 (very very old and not compatible 
mod_perl 2.x)

Here's the text from the dependency checking script

Install module Apache::Request
Going to read /root/.cpan/Metadata
   Database was generated on Sat, 26 Apr 2008 23:29:45 GMT
Running install for module Apache::Request
Running make for G/GE/GEOFF/libapreq-1.33.tar.gz
CPAN: Compress::Zlib loaded ok
Checksum for 
/root/.cpan/sources/authors/id/G/GE/GEOFF/libapreq-1.33.tar.gz ok
Scanning cache /root/.cpan/build for sizes
Deleting from cache: /root/.cpan/build/libapreq-1.33 (11.3>10.0 MB)

[file listing cut for clarity]

   CPAN.pm: Going to build G/GE/GEOFF/libapreq-1.33.tar.gz

Please install mod_perl: 1.25 < version < 1.99

---

So why is this happening and what should be done about it in order to 
get RT 3.6.6 installed?

Thanks,

dan


From rt at northpb.com  Sun Apr 27 19:06:26 2008
From: rt at northpb.com (Dan O'Neill)
Date: Sun, 27 Apr 2008 16:06:26 -0700
Subject: [rt-users] RT 3.6.6 wants Apache::Request w/libapreq-1.33 which
 is	really old RESOLVED
In-Reply-To: <4815026E.7020307@northpb.com>
References: <42B30EB9.60200@northpb.com>	<20050617180653.GP27218@bestpractical.com>
	<4815026E.7020307@northpb.com>
Message-ID: <481506F2.5090407@northpb.com>

This was happening because I was using very old installation
instructions and had this test line

  perl sbin/rt-test-dependencies  --with-postgres  --with-modperl1 --install

and it should have read "--with-modperl2"

All is good now. Sorry to bother everyone.

dano





From ruz at bestpractical.com  Mon Apr 28 02:07:28 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 28 Apr 2008 10:07:28 +0400
Subject: [rt-users] RT 3.6.6 wants Apache::Request w/libapreq-1.33 which
	is really old
In-Reply-To: <4815026E.7020307@northpb.com>
References: <42B30EB9.60200@northpb.com>
	<20050617180653.GP27218@bestpractical.com>
	<4815026E.7020307@northpb.com>
Message-ID: <589c94400804272307w37d98462xe61aff5fa85d2574@mail.gmail.com>

./configure --help

--with-web-handler

On Mon, Apr 28, 2008 at 2:47 AM, Dan O'Neill <rt at northpb.com> wrote:
> During an installation of RT 3.6.6 on Fedora 8 under Apache 2.x the
>  dependencies try to install the CPAN module Apache::Request which in
>  turn wants to build libapreq-1.33 (very very old and not compatible
>  mod_perl 2.x)
>
>  Here's the text from the dependency checking script
>
>  Install module Apache::Request
>  Going to read /root/.cpan/Metadata
>    Database was generated on Sat, 26 Apr 2008 23:29:45 GMT
>  Running install for module Apache::Request
>  Running make for G/GE/GEOFF/libapreq-1.33.tar.gz
>  CPAN: Compress::Zlib loaded ok
>  Checksum for
>  /root/.cpan/sources/authors/id/G/GE/GEOFF/libapreq-1.33.tar.gz ok
>  Scanning cache /root/.cpan/build for sizes
>  Deleting from cache: /root/.cpan/build/libapreq-1.33 (11.3>10.0 MB)
>
>  [file listing cut for clarity]
>
>    CPAN.pm: Going to build G/GE/GEOFF/libapreq-1.33.tar.gz
>
>  Please install mod_perl: 1.25 < version < 1.99
>
>  ---
>
>  So why is this happening and what should be done about it in order to
>  get RT 3.6.6 installed?
>
>  Thanks,
>
>  dan
>  _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: 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 itinfoguy at gmail.com  Mon Apr 28 07:49:35 2008
From: itinfoguy at gmail.com (IT GUY)
Date: Mon, 28 Apr 2008 17:34:35 +0545
Subject: [rt-users] Fwd: Where to place this Code
In-Reply-To: <mailman.3114.1209381941.15359.rt-devel@lists.bestpractical.com>
References: <mailman.3114.1209381941.15359.rt-devel@lists.bestpractical.com>
Message-ID: <c02411c30804280449u6253f5e5uba126c610bf3cf4c@mail.gmail.com>

Can anyone explain me where I should place the following code....

thanks,

Here is a patch to implement a spam filter using pattern matching on a
configurable header field, instead of running spamassassin.



--- lib/RT/Interface/Email/Filter/SpamHeader.pm	2004-02-18
16:26:44.000000000 +0100
+++ lib/RT/Interface/Email/Filter/SpamHeader.pm	2004-08-31
08:28:53.000000000 +0200
@@ -0,0 +1,101 @@
+# BEGIN LICENSE BLOCK

+#
+# Copyright (c) 2004 Petter Reinholdtsen <pere at hungry.com
<http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel>>
+#
+# 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.
+#
+# Unless otherwise specified, all modifications, corrections or

+# extensions to this work which alter its source code become the
+# property of Best Practical Solutions, LLC when submitted for
+# inclusion in the work.
+#
+#
+# END LICENSE BLOCK
+package RT::Interface::Email::Filter::SpamHeader;

+
+use RT::EmailParser;
+
+sub GetCurrentUser {
+    my %args = ( Message     => undef,
+		 CurrentUser => undef,
+		 AuthLevel   => undef,
+		 Queue       => undef,
+		 @_ );
+
+    # Check configuration.

+    unless ($RT::SpamHeader) {
+	$RT::Logger->error("SpamHeader: Content of \$RT::SpamHeader is empty.");
+	return ($args{'CurrentUser'}, $args{'AuthLevel'});
+    }
+    unless ($RT::SpamLowMatch) {

+	$RT::Logger->error("SpamHeader: Content of \$RT::SpamLowMatch is empty.");
+	return ($args{'CurrentUser'}, $args{'AuthLevel'});
+    }
+    my $Message = $args{'Message'};

+    unless ($Message) {
+	$RT::Logger->error("SpamHeader: \$Message is empty.");
+	return ($args{'CurrentUser'}, $args{'AuthLevel'});
+    }
+
+    my $head = $Message->head;

+    my $spamtag = $head->get($RT::SpamHeader);
+
+    if (defined $RT::SpamHighMatch && $spamtag =~ m/$RT::SpamHighMatch/) {
+	if ($RT::SpamHighQueue) {
+	    # Move to spam queue
+	    $args{'Queue'}->Load( $RT::SpamHighQueue );

+	} else {
+	    # tell Gateway() to drop the mail
+	    $RT::Logger->info("SpamHeader: Dropping spam message!");
+	    return ($args{CurrentUser}, -1);
+	}
+    }
+
+    if ($spamtag =~ m/$RT::SpamLowMatch/) {

+	if ($RT::SpamLowQueue) {
+	    # Move to spam queue
+	    $args{'Queue'}->Load( $RT::SpamLowQueue );
+	} else {
+	    # tell Gateway() to drop the mail
+	    $RT::Logger->info("SpamHeader: Dropping spam message!");

+	    return ($args{CurrentUser}, -1);
+	}
+    }
+
+    $RT::Logger->debug("SpamHeader: Accepting non-spam message.");
+    return ($args{'CurrentUser'}, $args{'AuthLevel'});

+}
+
+=head1 NAME
+
+RT::Interface::Email::Filter::SpamHeader - Filter spam based on header tags
+
+=head1 SYNOPSIS
+
+    Set($SpamHeader,    "X-UiO-Spam-Score"); # Required
+    Set($SpamLowMatch,  "ss+");              # Required

+    Set($SpamLowQueue,  "spam");             # Optional
+    Set($SpamHighMatch, "ssssss+");          # Optional
+    Set($SpamHighQueue, undef);              # Optional
+    @RT::MailPlugins = ("Filter::SpamHeader", ...); # Required

+
+=head1 DESCRIPTION
+
+This plugin checks to see if an incoming mail is spam by looking at
+the header field given in $SpamHeader, matching it using the regex in
+$SpamLowMatch and $SpamHighMatch.  If the regex matches, it is

+considered spam and dropped on the floor or moved to a spam queue if
+the corresponding queue variable is set.  Otherwise, it is handled as
+normal.
+
+=cut
+
+1;
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From mike.peachey at jennic.com  Mon Apr 28 08:00:04 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Mon, 28 Apr 2008 13:00:04 +0100
Subject: [rt-users] Fwd: Where to place this Code
In-Reply-To: <c02411c30804280449u6253f5e5uba126c610bf3cf4c@mail.gmail.com>
References: <mailman.3114.1209381941.15359.rt-devel@lists.bestpractical.com>
	<c02411c30804280449u6253f5e5uba126c610bf3cf4c@mail.gmail.com>
Message-ID: <4815BC44.9010003@jennic.com>

IT GUY wrote:
> 
> 
> Can anyone explain me where I should place the following code....
> 
> --- lib/RT/Interface/Email/Filter/SpamHeader.pm	2004-02-18 16:26:44.000000000 +0100
> +++ lib/RT/Interface/Email/Filter/SpamHeader.pm	2004-08-31 08:28:53.000000000 +0200
> @@ -0,0 +1,101 @@
> +# BEGIN LICENSE BLOCK
> 

O_o
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From jesse at bestpractical.com  Mon Apr 28 10:10:38 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Apr 2008 10:10:38 -0400
Subject: [rt-users] S/MIME
In-Reply-To: <480FC967.5050404@gmail.com>
References: <480FA654.1070905@gmail.com>
	<86C3DB1C-0375-41B5-BDC2-6EFC7EB7356D@bestpractical.com>
	<480FC967.5050404@gmail.com>
Message-ID: <9148F8E6-CB0E-4B2C-B386-EC67A24DBEF5@bestpractical.com>


On Apr 23, 2008, at 7:42 PM, Jay Kline wrote:
> Jesse Vincent wrote:
>>
>> On Apr 23, 2008, at 5:12 PM, Jay Kline wrote:
>>> Our organization makes heavy use of S/MIME for signatures and  
>>> encryption
>>> of email, and we would like RT to indicate if a message is signed,  
>>> and
>>> has a valid signature.  I saw a few mentions of it in the  
>>> archives, but
>>> most are old or inconclusive.
>>
>> We did a full integration for a client, but haven't found the cycles
>> to polish it for release just yet :/
>>
>
> Would you be willing to share the patch, even if it dosnt get included
> in the release? It surely would be helpful :-)

"polish it for release" includes "remove customer-specific identifying  
details" which, as you might imagine, is relatively important ;)


>>
>>> Related to this, we use these certs for client auth in web  
>>> browers, has
>>> anyone configured RT to use client certs for auth instead of  
>>> cookies, or
>>> HTTP auth?
>>>
>> RT has support for HTTP auth (say, using apache's support for certs)
>> as a flag in the config file.
>>
>
> Yep, unfortunately this makes for  really ugly usernames, as Apache  
> sets
> the username to the full DN of the cert, we would ideally like to just
> use the CN, or map it to another name entirely (like the email  
> address).


That bit is easy. In your RT config file:


sub RT::Interface::Web::WebCanonicalizeInfo {
         my $user =$ENV{'REMOTE_USER'};
         $user =~ s/\@SITE.CORP//i;
         return $user;
}





> If its not really been done, Ill probably implement something using  
> the
> Cookie based external auth that is already out there.
>
> Jay
>

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From jesse at bestpractical.com  Mon Apr 28 10:21:41 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Apr 2008 10:21:41 -0400
Subject: [rt-users] Popup Calendar
In-Reply-To: <35ccbd010804132030n5a34037fw60fee15eb901f803@mail.gmail.com>
References: <35ccbd010804132030n5a34037fw60fee15eb901f803@mail.gmail.com>
Message-ID: <67BDDA1F-29D7-429F-8646-BF67F871A366@bestpractical.com>


On Apr 13, 2008, at 11:30 PM, Stephen Cochran wrote:
>
> Running 3.6.3.
>
> I think I finally found the "advanced" view for a new ticket  
> creation, it's only available when signed in as a privlidged users.
>
> Using the self service interface, I've added the html to display and  
> enter a due date. The problem now is that the popup window to select  
> a date is not working for an unprivlidged user; looks like a  
> permissions problem.
>
> I copied /Elements/SelectDate to /SelfSerivce/Elements/SelectDate to  
> see if that would solve the problme, but no joy.

That widget calls a date selection popup that's outside the document  
root an untrusted user is allowed to see. You'll need to do a bit more  
advanced hackery to either clone the popup to /SelfService/ (and make  
a customised version of SelectDate which knows about it) or to modify  
the RT "NoAuth" regexp in the RT_Config file.



> Is there a simple way to get the date picker to work in the Self- 
> Service interface?
>
> I'm getting the impression that not many people are using the self- 
> service interface, that true?


Certainly, many of our client use it. And many of the sites I've seen  
in the field who aren't our clients also use it.


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

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From jsmoriss at mvlan.net  Mon Apr 28 12:44:56 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Mon, 28 Apr 2008 16:44:56 +0000
Subject: [rt-users] CreateChildTicket update
Message-ID: <20080428164456.GA20855@zaphod.mvlan.net>

FYI - I've tweeked the CreateChildTicket how-to with some new code...

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

It makes it even faster to create a Child ticket. :-)

js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From jesse at bestpractical.com  Mon Apr 28 12:56:43 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Apr 2008 12:56:43 -0400
Subject: [rt-users] S/MIME Support - now available for testing
Message-ID: <B4E518A8-9971-43E8-AC1B-5E396EEDDA9E@bestpractical.com>

http://code.bestpractical.com/bps-public/RT-Crypt-SMIME/trunk/ is a  
project we built for a customer and have now been able to opensource.  
It's also being uploaded to CPAN as I type.

While I can't promise that we'll have cycles to spend on bug fixes in  
the near future, I can't promise that we _won't_, either. Reports of  
success/failure are most certainly appreciated, as are patches.

Best,
Jesse
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From KFCrocker at lbl.gov  Mon Apr 28 12:58:12 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 28 Apr 2008 09:58:12 -0700
Subject: [rt-users] Trouble installing RTx-Rights Matrix
Message-ID: <48160224.7020000@lbl.gov>

To all,

	We keep our RT in a different directory than /opt/. RT runs well and 
all IS well. I downloaded RTx-RightsMatrix to our version of src under 
that initial directory (/ours/rt/src). Now, when trying to install RT 
(from /ours/rt/rt-3.6.4), when it asks for the path, no matter what I 
type in, it doesn't like the path I give it (/ours/rt/rt-3.6.4/lib). 
I've tried adding a slash at the end, just typing in the lib part and 
several other variations and it just doesn't work.

     I think I need to change something in one of the src files but 
don't know which one or why. Do anyone have any ideas? Thanks.


Kenn
LBNL



From fabric at northwestern.edu  Mon Apr 28 13:15:02 2008
From: fabric at northwestern.edu (Chris Fabri)
Date: Mon, 28 Apr 2008 12:15:02 -0500
Subject: [rt-users] Getting TimeWorked, er, working.
Message-ID: <48160616.6040408@northwestern.edu>

I'm trying to get the TimeWorked reports from the wiki running:

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

I've never used callbacks before, but there's some vagueness on the 
paths here I"m not understanding:

*for the calllback, the "ArbitraryName" is exactly that?
*for the html file, does that go under the tree in the callbacks 
directory, the share, or local directory?


I can't get the first item working, I suspect the 2nd part is either 
share or local, but I haven't gotten that far.    chris



From cvelez at ckcomputingpr.com  Mon Apr 28 15:17:11 2008
From: cvelez at ckcomputingpr.com (Carlos J. Velez-Rivera)
Date: Mon, 28 Apr 2008 15:17:11 -0400
Subject: [rt-users] Issues configuring RT::Authen::ExternalAuth
In-Reply-To: <200804240856.49146.cvelez@ckcomputingpr.com>
References: <200804191830.42136.cvelez@ckcomputingpr.com>
	<48104026.9070904@jennic.com>
	<200804240856.49146.cvelez@ckcomputingpr.com>
Message-ID: <200804281517.11170.cvelez@ckcomputingpr.com>

On Thursday 24 April 2008 08:56:48 Carlos J. Velez-Rivera wrote:
> On Thursday 24 April 2008 04:09:10 Mike Peachey wrote:
> > Carlos J. Velez-Rivera wrote:
> > > Hello Mike,
> > > 
> > > 	Thanks for your answer.  Sorry for the delay in getting back to you.  I had to take care of a fire... Here is the RT_SiteConfig.pm file.  I thought it could be related to a bad filter...
> > > 
> > > Thanks in advance for any pointers you might have!
> > > Carlos
> > 
> > Since you're not using LDAP groups to determine access, remove the group 
> > and group_attr lines from ExternalSettings, then run it again and 
> > provide the debug log for what heppens.
> > 
> 
> 	Made the change cleaned up the mason files and restarted apache just in case.  It appears as though the same thing is happening.  Here's the log.  I also tried taking out the d_filter parameter in a separate try and there was no change.
> 
> [Thu Apr 24 12:46:39 2008] [warning]: Transaction->Create couldn't, as you didn't specify an object type and id (/usr/share/request-tracker3.6/lib/RT/Record.pm:1466)
> [Thu Apr 24 12:46:39 2008] [debug]: RT::User::IsExternalPassword Trying External authentication (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:52)
> [Thu Apr 24 12:46:39 2008] [debug]: Attempting to use external auth service: My_LDAP (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:63)
> [Thu Apr 24 12:46:40 2008] [debug]: LDAP Search ===  Base: ou=people,dc=upr,dc=edu == Filter: (&(uid=carlos.velez99)(objectclass=*)) == Attrs: dn (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:185)
> [Thu Apr 24 12:46:40 2008] [debug]: Found LDAP DN: uid=carlos.velez99,ou=people,dc=upr,dc=edu (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:217)
> [Thu Apr 24 12:46:40 2008] [info]: RT::User::IsExternalPassword External Auth OK ( My_LDAP ): carlos.velez99 (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:281)
> [Thu Apr 24 12:46:40 2008] [debug]: RT::User::IsPassword External auth SUCCEEDED (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:360)
> [Thu Apr 24 12:46:40 2008] [debug]: RT::User::CanonicalizeUserInfo called by RT::User /usr/share/request-tracker3.6/lib/RT/User_Overlay.pm 190 with: Disabled: 0, EmailAddress: , Gecos: carlos.velez99, Name: carlos.velez99, Privileged: 0 (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:400)
> [Thu Apr 24 12:46:40 2008] [debug]: Attempting to get user info using this external service: My_LDAP (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:408)
> [Thu Apr 24 12:46:40 2008] [debug]: Attempting to use this canonicalization key: Name (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:417)
> [Thu Apr 24 12:46:40 2008] [debug]: LDAP Search ===  Base: ou=people,dc=upr,dc=edu == Filter: (&(objectclass=*)(uid=carlos.velez99)) == Attrs: ,displayName,,eduPersonPrincipalName,uid,,,,,uid,eduPersonOrgDN,uid (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:538)
> [Thu Apr 24 12:46:40 2008] [info]: RT::User::LookupExternalUserInfo : Returning:  Address1: , City: , Country: , EmailAddress: carlos.velez99 at upr.edu, ExternalAuthId: carlos.velez99, Gecos: carlos.velez99, Name: carlos.velez99, Organization: cn=Mayaguez,ou=people,dc=upr,dc=edu, RealName: Carlos J. Velez-Rivera, State: , WorkPhone: , Zip:  (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:703)
> [Thu Apr 24 12:46:40 2008] [info]: RT::User::CanonicalizeUserInfo returning Address1: , City: , Country: , Disabled: 0, EmailAddress: carlos.velez99 at upr.edu, ExternalAuthId: carlos.velez99, Gecos: carlos.velez99, Name: carlos.velez99, Organization: cn=Mayaguez,ou=people,dc=upr,dc=edu, Privileged: 0, RealName: Carlos J. Velez-Rivera, State: , WorkPhone: , Zip:  (/usr/local/share/request-tracker3.6/lib/RT/User_Vendor.pm:444)
> [Thu Apr 24 12:46:41 2008] [info]: Autocreated authenticated user carlos.velez99 (  ) (/usr/share/request-tracker3.6/html/Callbacks/ExternalAuth/autohandler/Auth:50)
> 
> 

Hello:  Do you have any pointers as to what in the Perl code I should look into in order to debug this issue?  Where does the module look for the user name of the new account?  Is it ExternalAuthId? Do you have any suspects you recommend I check?

I am trying to avoid having to create a separate webapp to handle self service...  We have about 100,000 accounts for students in the University.

Thanks much!
-- 
Carlos J. Velez-Rivera

Manager
CK Computing Corporation
cvelez at ckcomputingpr.com
Voice: (787)464-1182
Fax: 866-910-4798


From jboris at adphila.org  Mon Apr 28 15:18:48 2008
From: jboris at adphila.org (John  BORIS)
Date: Mon, 28 Apr 2008 15:18:48 -0400
Subject: [rt-users] New Queue is not showing up on RT At A Glance
Message-ID: <4815EAD9.2594.002B.0@adphila.org>

I am running RT 3.6.6.

I added a new queue, added an entry into aliases. I can send email to
RT and the ticket gets created in the Queue but the queue never shows up
on the RT at a glance page. It doesn't show up in the section where it
shows the queues that I am and AdminCc for either. The ticket is there ,
I have rights to see the queue and I gave everyone rights to see the
queue but it still doesn't show up in the RT ata glance page. Any ideas
why this would happen?



John J. Boris, Sr.
JEN-A-SyS Administrator
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"


From jboris at adphila.org  Mon Apr 28 15:27:31 2008
From: jboris at adphila.org (John  BORIS)
Date: Mon, 28 Apr 2008 15:27:31 -0400
Subject: [rt-users] New Queue is not showing up on RT At A Glance
In-Reply-To: <20080428192314.GF6260@it.is.rice.edu>
References: <4815EAD9.2594.002B.0@adphila.org>
	<20080428192314.GF6260@it.is.rice.edu>
Message-ID: <4815ECE4.2594.002B.0@adphila.org>

Duh!

Thanks. IS this a browser cache issue? I don't seem to remember having
to do this. But then again I forget my name at times.


Thanks again

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> Kenneth Marshall <ktm at rice.edu> 4/28/2008 3:23 PM >>>
Try logging out and then back in again.

Ken

On Mon, Apr 28, 2008 at 03:18:48PM -0400, John  BORIS wrote:
> I am running RT 3.6.6.
> 
> I added a new queue, added an entry into aliases. I can send email
to
> RT and the ticket gets created in the Queue but the queue never shows
up
> on the RT at a glance page. It doesn't show up in the section where
it
> shows the queues that I am and AdminCc for either. The ticket is
there ,
> I have rights to see the queue and I gave everyone rights to see the
> queue but it still doesn't show up in the RT ata glance page. Any
ideas
> why this would happen?
> 
> 
> 
> John J. Boris, Sr.
> JEN-A-SyS Administrator
> "Remember! That light at the end of the tunnel
> Just might be the headlight of an oncoming train!"
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
> 
> Community help: http://wiki.bestpractical.com 
> Commercial support: sales at bestpractical.com 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

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


From ktm at rice.edu  Mon Apr 28 17:01:19 2008
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 28 Apr 2008 16:01:19 -0500
Subject: [rt-users] New Queue is not showing up on RT At A Glance
In-Reply-To: <4815ECE4.2594.002B.0@adphila.org>
References: <4815EAD9.2594.002B.0@adphila.org>
	<20080428192314.GF6260@it.is.rice.edu>
	<4815ECE4.2594.002B.0@adphila.org>
Message-ID: <20080428210119.GG6260@it.is.rice.edu>

RT caches the user/groups/access rights only at login time. I
was bitten by this once, myself.

Ken

On Mon, Apr 28, 2008 at 03:27:31PM -0400, John  BORIS wrote:
> Duh!
> 
> Thanks. IS this a browser cache issue? I don't seem to remember having
> to do this. But then again I forget my name at times.
> 
> 
> Thanks again
> 
> John J. Boris, Sr.
> JEN-A-SyS Administrator
> Archdiocese of Philadelphia
> "Remember! That light at the end of the tunnel
> Just might be the headlight of an oncoming train!"
> 
> >>> Kenneth Marshall <ktm at rice.edu> 4/28/2008 3:23 PM >>>
> Try logging out and then back in again.
> 
> Ken
> 
> On Mon, Apr 28, 2008 at 03:18:48PM -0400, John  BORIS wrote:
> > I am running RT 3.6.6.
> > 
> > I added a new queue, added an entry into aliases. I can send email
> to
> > RT and the ticket gets created in the Queue but the queue never shows
> up
> > on the RT at a glance page. It doesn't show up in the section where
> it
> > shows the queues that I am and AdminCc for either. The ticket is
> there ,
> > I have rights to see the queue and I gave everyone rights to see the
> > queue but it still doesn't show up in the RT ata glance page. Any
> ideas
> > why this would happen?
> > 
> > 
> > 
> > John J. Boris, Sr.
> > JEN-A-SyS Administrator
> > "Remember! That light at the end of the tunnel
> > Just might be the headlight of an oncoming train!"
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
> > 
> > Community help: http://wiki.bestpractical.com 
> > Commercial support: sales at bestpractical.com 
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> 
> > Buy a copy at http://rtbook.bestpractical.com 
> > 
> 


From kmckinnis at tivo.com  Mon Apr 28 18:12:10 2008
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Mon, 28 Apr 2008 15:12:10 -0700
Subject: [rt-users] script unintentionally cc'ing RT user
Message-ID: <C06F86EA303D3A439626BCE2FD50E5A413050B@corpexch12.Tivo.com>

Sorry, hit enter somehow instead of pasting. See below for full script
and errors. 

 

________________________________

From: Kimberly McKinnis 
Sent: Monday, April 28, 2008 3:04 PM
To: 'rt-users at lists.bestpractical.com'
Subject: script unintentionally cc'ing RT user

 

I realize the topic of cc'ing users has been covered many times, but I'm
struggling with a particular issue. I ganked a script off of the wiki to
add cc'd users (from email)  to the ticket. However, the RT user is
getting added to the ticket also, and the problem this poses is... the
high priority ticketing email cc's the oncall cell phones. Every time
someone responds to a ticket from the high priority queue, the RT user
continues to be cc'd (people don't always remember to check the box in
the web UI to remove the cc), which causes people's cell phones to go
mad from SMS overload. 

 

This is the script I am using:

 

#uncomment Logger stuff for debuging

 $RT::Logger->debug("Running Script TestScriptAddCC");

 

 my $Actor = $self->TransactionObj->Creator;

 my $Corresponder_id = $self->TransactionObj->CreatorObj->PrincipalId;

 my $OwnerEmail = $self->TicketObj->OwnerObj->EmailAddress();

 

# Kims debug statement 

#$RT::Logger->debug("Actor id is: $Actor");

 

 # exit if actor is RT_SystemUser 

 return 1 if $Actor->id == $RT::SystemUser->id; 

 

 # get out if corresponder is already requestor,cc or admincc.

 

 if ( $self->TicketObj->IsWatcher( Type => 'Requestor', PrincipalId =>
$Corresponder_id)  ){

     #$RT::Logger->debug("TestScriptAddCC - Corresponder is Requestor,
exit");

     return 1;

 }

 

 if ( $self->TicketObj->IsWatcher( Type => 'Cc', PrincipalId =>
$Corresponder_id)  ){

     #$RT::Logger->debug("TestScriptAddCC - Corresponder is in CC,
exit");

     return 1;

 }

 

 if ( $self->TicketObj->IsWatcher( Type => 'AdminCc', PrincipalId =>
$Corresponder_id)  ){

     #$RT::Logger->debug("TestScriptAddCC - Corresponder is in AdminCC,
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;

 

 

~~~~~

I think actor->id is what's causing the problem, but I'm not sure where
to go from here:

 

[Mon Apr 28 22:00:28 2008] [debug]: Found 7 scrips
(/usr/lib/rt/RT/Scrips_Overlay.pm:356)

[Mon Apr 28 22:00:28 2008] [debug]: Running Script TestScriptAddCC
((eval 2423):2)

[Mon Apr 28 22:00:28 2008] [error]: Scrip 21 Prepare failed: Can't call
method "id" without a package         or object reference at (eval 2423)
line 13.

 

Stack:

  [(eval 2423):13]

  [/usr/lib/rt/RT/ScripAction_Overlay.pm:233]

  [/usr/lib/rt/RT/Scrip_Overlay.pm:478]

  [/usr/lib/rt/RT/Scrips_Overlay.pm:236]

  [/usr/lib/rt/RT/Transaction_Overlay.pm:162]

  [/usr/lib/rt/RT/Record.pm:1438]

  [/usr/lib/rt/RT/Ticket_Overlay.pm:2404]

  [/usr/lib/rt/RT/Ticket_Overlay.pm:2319]

  [/usr/lib/rt/RT/Interface/Web.pm:510]

  [/var/rt/html/Ticket/Display.html:138]

  [/var/rt/html/Ticket/Update.html:214]

  [/var/rt/html/autohandler:215]

 (/usr/lib/rt/RT/Action/UserDefined.pm:65)

 

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From kmckinnis at tivo.com  Mon Apr 28 18:04:14 2008
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Mon, 28 Apr 2008 15:04:14 -0700
Subject: [rt-users] script unintentionally cc'ing RT user
Message-ID: <C06F86EA303D3A439626BCE2FD50E5A4130505@corpexch12.Tivo.com>

I realize the topic of cc'ing users has been covered many times, but I'm
struggling with a particular issue. I ganked a script off of the wiki to
add cc'd users (from email)  to the ticket. However, the RT user is
getting added to the ticket also, and the problem this poses is... the
high priority ticketing email cc's the oncall cell phones. Every time
someone responds to a ticket from the high priority queue, the RT user
continues to be cc'd (people don't always remember to check the box in
the web UI to remove the cc), which causes people's cell phones to go
mad from SMS overload. 

 

This is the script I am using:

 

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From jsmoriss at mvlan.net  Tue Apr 29 10:01:22 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Tue, 29 Apr 2008 14:01:22 +0000
Subject: [rt-users] RTAT Import?
Message-ID: <20080429140122.GE18150@zaphod.mvlan.net>

Has anyone developed a script or something to import an inventory into
AT (from a csv file, for example)?

js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From kellermg at potsdam.edu  Tue Apr 29 11:26:41 2008
From: kellermg at potsdam.edu (Matthew Keller)
Date: 29 Apr 2008 11:26:41 -0400
Subject: [rt-users] RTAT Import?
In-Reply-To: <20080429140122.GE18150@zaphod.mvlan.net>
References: <20080429140122.GE18150@zaphod.mvlan.net>
Message-ID: <1209482801.18662.38.camel@mlap>

The script below takes a tab-delimited file of format:

AssetTag Make Model Serial Building Room MACAddress

And populated a bunch of CFs. Salt to taste.



On Tue, 2008-04-29 at 14:01 +0000, Jean-Sebastien Morisset wrote:
> Has anyone developed a script or something to import an inventory into
> AT (from a csv file, for example)?
> 
> js.


#!/usr/bin/perl


use lib qw(/opt/rt3/local/lib /opt/rt3/lib);

use RT;
use RTx::AssetTracker::Asset;
RT::LoadConfig();
RT::Init();

use strict;


#### MAIN ########################


        my $BFILE="/opt/rt3/wslist";


        open(BF,"<$BFILE") or die "$!\n";

        my $ass = RTx::AssetTracker::Asset->new(RT->SystemUser);

        while(<BF>) {
                # 12478 Gateway E4100   0032459740      KEL-HL  219
00:0C:F1:D5:49:2E
                chomp;
                my @lineparts=split(/\t/);
                my $sysname=$lineparts[4];
                $sysname =~ s/\W.*$//; # Strip from non-word to eol
                $sysname .= $lineparts[5] . "-" . $lineparts[0];

                my ($id, undef, undef) = $ass->Create(Type =>
'Workstations', 
                                                        Name =>
"$sysname",
                                                        Status =>
'production',
                                                        'CustomField-7'
=> "$lineparts[0]", # Decal
                                                        'CustomField-3'
=> "$lineparts[1]", # Make
                                                        'CustomField-4'
=> "$lineparts[2]", # Model
                                                        'CustomField-8'
=> "$lineparts[3]", # Serial
                                                        'CustomField-59'
=> "$lineparts[4]", # Building
                                                        'CustomField-60'
=> "$lineparts[5]", # Room
                                                        'CustomField-62'
=> "$lineparts[6]", # MAC address
                                                        );
                print "$sysname created with id $id\n";
        }




From cube at cubidou.net  Tue Apr 29 11:27:16 2008
From: cube at cubidou.net (Quentin Garnier)
Date: Tue, 29 Apr 2008 17:27:16 +0200
Subject: [rt-users] Dropdown lists for users only show 'Nobody'
Message-ID: <20080429152716.GP18476@shaak.cubidou.net>

Hi,

I'm currently in the process of upgrading our RT installation from 3.4.6
to 3.6.6, and while most of it went ok, I am faced with the weird issue
mentioned in the subject.

If I set "IncludeSystemRights" to 0, or at least comment its use in
Users_Overlay.pm's _GetEquivObjects, I get the list of users I expect
(would it be for the Reminder box, or the Owner box in the People page,
both use the same underlying element).

I'm guessing it works in an out-of-the-box installation of RT, so it has
to be something with our database.  Does anyone have an idea what we
could have screwed up over time in our database so that setting
IncludeSystemRights actually prevents users from being listed in the
context of html/Elements/SelectOwner?

Thanks,

-- 
Quentin Garnier - cube at cubidou.net - cube at NetBSD.org
"See the look on my face from staying too long in one place
[...] every time the morning breaks I know I'm closer to falling"
KT Tunstall, Saving My Face, Drastic Fantastic, 2007.
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From c.sidhu at bham.ac.uk  Tue Apr 29 12:02:38 2008
From: c.sidhu at bham.ac.uk (Charnjit Sidhu)
Date: Tue, 29 Apr 2008 17:02:38 +0100
Subject: [rt-users] No recipients found. Not sending. SendEmail.pm:250
Message-ID: <C1D8D38E4D18CB4E9261B6807CB1B71331CD30@psgfs4.adf.bham.ac.uk>

Help!

Hi,

I know this has been posted before on the mailing lists but the issue I have is not consistant.

When updating and resolving a ticket from the system, Reply to requester and cc from a ticket works when sending an email out form the RT system if sent by user Root, however when I try to do the same as a normal user it does not work, and the only message I receive in /var/log/messages is:

No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:250)

The odd thing is I can send emails out from a normal user to external email addresses, the only difference I can see in the name is a dot ie:

j.smith at domain.com  will not work

but if I send an email to j1234 at domain.com it works.

if the dot in the local part of the email address is the issue then should the issue also occure when sending to the same address from root? 

Also When the ticket is created through an email the autoreply works and sends out a message without any problems.

It may have something to do with file permissions, but I have given superuser functionality to all users in RT, but the problem still persists.

Have been looking at this issue for over a week and am stuck, as it is not consistent. After reading the posts I have tried making the changes suggested like adding watchers and checking file permissions but none have worked.

Charnjit


From cmsilva at mobicomp.com  Tue Apr 29 13:29:07 2008
From: cmsilva at mobicomp.com (Carlos Silva)
Date: Tue, 29 Apr 2008 18:29:07 +0100
Subject: [rt-users] RT::Date and Timezones
Message-ID: <48175AE3.6080805@mobicomp.com>

Hi all,

I'm having problems working with the RT::Date module. RT internal dates 
like Created and Due Date are working correctly, but the dates I work on 
in my scrips while using this module are wrong by an hour (I'm currently 
on BST/GMT+1 and RT::Date seems to be working on GMT, I think).
I suspect it to be related with timezone information that the RT::Date 
module isn't compensating for in my code, but that the RT web interface 
takes in consideration.

I've seen on the mailing lists that this was worked on and corrected for 
3.6.4 . I'm currently using 3.6.5 . Is this still an issue or am I 
missing something ?

Thanks and regards,
Carlos Silva


From npereira at protus.com  Tue Apr 29 14:51:38 2008
From: npereira at protus.com (Nelson Pereira)
Date: Tue, 29 Apr 2008 14:51:38 -0400
Subject: [rt-users] Link issues in the Tickets section (ie: static search)
Message-ID: <21044E8C915A7E43B90A1056127160F11EA9DE@EXMAIL.protus.org>

Hi all,

 

I've noticed a problem that I'm unsure when it actually started.

 

When you click on the Tickets link (
https://domain.com/Search/Build.html) at the top of the page in RT at a
glance,

When you click on one of the tickets that show up, the link is wrong,
hence brings you to a page cannot be displayed.

 

The link looks like this: https://ticket/Display.html?id=143

When it should look like this: 
https://domain.com/Ticket/Display.html?id=143

 

Notice the host part missing and the "t" is suppose to be Capitalized.

 

Anyone can tell me how I can fix this? This seams to be an issue with
the search I think or something.

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From lists_rt at amnesiamachine.com  Tue Apr 29 14:51:57 2008
From: lists_rt at amnesiamachine.com (RT Lists)
Date: Tue, 29 Apr 2008 12:51:57 -0600
Subject: [rt-users] Issue resolving tickets in SelfService
Message-ID: <1a260ce60804291151l2c8ddc5fo5f6cd437a55911d1@mail.gmail.com>

Hello all!

I've run into a minor annoyance in the SelfService interface of our RT 3.6.6
install at work.  If an unprivileged requestor attempts to resolve an open
ticket, the ticket will be set to "Resolved" but then re-open immediately
due to their correspondence being added to the ticket *after* the ticket is
resolved.

(The rights assigned to the "Requestor" and "Unprivileged" groups in this
queue are CreateTicket, ModifyTicket, ReplyToTicket, SeeQueue, and
ShowTicket.)

Here's an example of this behaviour, with the earliest transaction listed
first:

Tue Apr 29 11:50:28 2008       rt-testuser - Status changed from 'open' to
'resolved'
Tue Apr 29 11:50:28 2008       rt-testuser - Correspondence added
"resolution test... disregard..."
Tue Apr 29 11:50:28 2008       RT_System - Status changed from 'resolved' to
'open'

This differs from the behaviour of the full, privileged RT interface of the
same install, in which correspondence from a SuperUser is added, THEN the
status is changed.  I don't seem to have any scrips in place that would
cause this behaviour, and I've verified the same behaviour in a separate
(more basic) RT 3.6.4 install.

I don't wish to prevent correspondence from re-opening tickets, as it's
rather useful to us, but I WOULD like to fix this behaviour in SelfService
:)

Does the hive mind have any ideas?

Thanks for your time!

-Matt
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From jsmoriss at mvlan.net  Tue Apr 29 16:08:50 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Tue, 29 Apr 2008 20:08:50 +0000
Subject: [rt-users] RTAT Import?
In-Reply-To: <1209482801.18662.38.camel@mlap>
References: <20080429140122.GE18150@zaphod.mvlan.net>
	<1209482801.18662.38.camel@mlap>
Message-ID: <20080429200850.GA3822@zaphod.mvlan.net>

Matthew,

Thanks for your code. This was an exellent starting point. Since I
already have a bunch of assets, I tried to incorporate some code to
update assets. I'm not sure what I'm doing wrong though... Here's the
result:

# /opt/rt3/bin/import-assets.sh /tmp/js.csv
gessolx1:
        Loaded gessolx1 as asset #85.
        CustomField-10 could not be set to STI.
        CustomField-11 could not be set to Montreal QC CA.
        CustomField-12 could not be set to SUN.
        CustomField-14 could not be set to X4200.
        That is already the current value
        CustomField-16 could not be set to SUN Solaris 10.
uasolx1:
        Loaded uasolx1 as asset #86.
        CustomField-10 could not be set to STI.
        CustomField-11 could not be set to Montreal QC CA.
        CustomField-12 could not be set to SUN.
        CustomField-14 could not be set to 0.
        CustomField-15 could not be set to 0.
        CustomField-16 could not be set to 0.

And the code:

#!/usr/bin/perl

use lib qw(/opt/rt3/local/lib /opt/rt3/lib);

use RT;
use RTx::AssetTracker::Asset;
RT::LoadConfig();
RT::Init();

use strict;

if (! $ARGV[0] || $ARGV[0] =~ /^--?h/) {
    print "Syntax: $0 {csvfile}\n";
    exit 0;
}

open(CSV, "< $ARGV[0]") or die "$!\n";

my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
my $line;

while (<CSV>) {
        my ($el, $id, $t, $msg);
        chomp; $line++; next if ($line == 1);
        s/^"//; s/"$//;
        my @csv = split(/"?,"?/);
        my @fn = (
                'Name',
                'Status',
                'Type',
                'Description',
                'CustomField-10',       # Client
                'CustomField-11',       # Location
                'CustomField-12',       # Manufacturer
                'CustomField-14',       # Model
                'CustomField-15',       # Serial Number
                'CustomField-16',       # OS Name
        );

        print $csv[0], ":\n";
        if ($id = $at->Load($csv[0])) {
                print "\tLoaded $csv[0] as asset #$id.\n";
        } else {
                ($id, $t, $msg) = $at->Create (
                        Name => $csv[0],
                        Status => $csv[1],
                        Type => $csv[2],
                        Description => $csv[3],
                );
                print "\t$msg\n";
        }

        for my $k (@fn) {
                if ($k =~ /^CustomField/) {
                        ($id, $msg) = $at->_Set (
                                Field => $k,
                                Value => $csv[$el],
                                UpdateAsset => 1,
                                TransactionData => undef,
                        );
                        print "\t$msg\n";
                }
                $el++;
        }

}

Any ideas on what I could be doing wrong?

js.

On Tue, Apr 29, 2008 at 11:26:41AM -0400, Matthew Keller wrote:
> The script below takes a tab-delimited file of format:
> 
> AssetTag Make Model Serial Building Room MACAddress
> 
> And populated a bunch of CFs. Salt to taste.
> 
> 
> 
> On Tue, 2008-04-29 at 14:01 +0000, Jean-Sebastien Morisset wrote:
>> Has anyone developed a script or something to import an inventory into
>> AT (from a csv file, for example)?
>> 
>> js.
> 
> 
> #!/usr/bin/perl
> 
> 
> use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
> 
> use RT;
> use RTx::AssetTracker::Asset;
> RT::LoadConfig();
> RT::Init();
> 
> use strict;
> 
> 
> #### MAIN ########################
> 
> 
>         my $BFILE="/opt/rt3/wslist";
> 
> 
>         open(BF,"<$BFILE") or die "$!\n";
> 
>         my $ass = RTx::AssetTracker::Asset->new(RT->SystemUser);
> 
>         while(<BF>) {
>                 # 12478 Gateway E4100   0032459740      KEL-HL  219
> 00:0C:F1:D5:49:2E
>                 chomp;
>                 my @lineparts=split(/\t/);
>                 my $sysname=$lineparts[4];
>                 $sysname =~ s/\W.*$//; # Strip from non-word to eol
>                 $sysname .= $lineparts[5] . "-" . $lineparts[0];
> 
>                 my ($id, undef, undef) = $ass->Create(Type =>
> 'Workstations', 
>                                                         Name =>
> "$sysname",
>                                                         Status =>
> 'production',
>                                                         'CustomField-7'
> => "$lineparts[0]", # Decal
>                                                         'CustomField-3'
> => "$lineparts[1]", # Make
>                                                         'CustomField-4'
> => "$lineparts[2]", # Model
>                                                         'CustomField-8'
> => "$lineparts[3]", # Serial
>                                                         'CustomField-59'
> => "$lineparts[4]", # Building
>                                                         'CustomField-60'
> => "$lineparts[5]", # Room
>                                                         'CustomField-62'
> => "$lineparts[6]", # MAC address
>                                                         );
>                 print "$sysname created with id $id\n";
>         }
> 
> 

-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From kellermg at potsdam.edu  Tue Apr 29 16:15:03 2008
From: kellermg at potsdam.edu (Matthew Keller)
Date: 29 Apr 2008 16:15:03 -0400
Subject: [rt-users] RTAT Import?
In-Reply-To: <20080429200850.GA3822@zaphod.mvlan.net>
References: <20080429140122.GE18150@zaphod.mvlan.net>
	<1209482801.18662.38.camel@mlap>
	<20080429200850.GA3822@zaphod.mvlan.net>
Message-ID: <1209500104.18662.60.camel@mlap>


The '$at->_Set' calls you're making scare me. Is there a reason you're
setting them iteratively instead of within the Create call?

On Tue, 2008-04-29 at 20:08 +0000, Jean-Sebastien Morisset wrote:
> Matthew,
> 
> Thanks for your code. This was an exellent starting point. Since I
> already have a bunch of assets, I tried to incorporate some code to
> update assets. I'm not sure what I'm doing wrong though... Here's the
> result:
> 
> # /opt/rt3/bin/import-assets.sh /tmp/js.csv
> gessolx1:
>         Loaded gessolx1 as asset #85.
>         CustomField-10 could not be set to STI.
>         CustomField-11 could not be set to Montreal QC CA.
>         CustomField-12 could not be set to SUN.
>         CustomField-14 could not be set to X4200.
>         That is already the current value
>         CustomField-16 could not be set to SUN Solaris 10.
> uasolx1:
>         Loaded uasolx1 as asset #86.
>         CustomField-10 could not be set to STI.
>         CustomField-11 could not be set to Montreal QC CA.
>         CustomField-12 could not be set to SUN.
>         CustomField-14 could not be set to 0.
>         CustomField-15 could not be set to 0.
>         CustomField-16 could not be set to 0.
> 
> And the code:
> 
> #!/usr/bin/perl
> 
> use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
> 
> use RT;
> use RTx::AssetTracker::Asset;
> RT::LoadConfig();
> RT::Init();
> 
> use strict;
> 
> if (! $ARGV[0] || $ARGV[0] =~ /^--?h/) {
>     print "Syntax: $0 {csvfile}\n";
>     exit 0;
> }
> 
> open(CSV, "< $ARGV[0]") or die "$!\n";
> 
> my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
> my $line;
> 
> while (<CSV>) {
>         my ($el, $id, $t, $msg);
>         chomp; $line++; next if ($line == 1);
>         s/^"//; s/"$//;
>         my @csv = split(/"?,"?/);
>         my @fn = (
>                 'Name',
>                 'Status',
>                 'Type',
>                 'Description',
>                 'CustomField-10',       # Client
>                 'CustomField-11',       # Location
>                 'CustomField-12',       # Manufacturer
>                 'CustomField-14',       # Model
>                 'CustomField-15',       # Serial Number
>                 'CustomField-16',       # OS Name
>         );
> 
>         print $csv[0], ":\n";
>         if ($id = $at->Load($csv[0])) {
>                 print "\tLoaded $csv[0] as asset #$id.\n";
>         } else {
>                 ($id, $t, $msg) = $at->Create (
>                         Name => $csv[0],
>                         Status => $csv[1],
>                         Type => $csv[2],
>                         Description => $csv[3],
>                 );
>                 print "\t$msg\n";
>         }
> 
>         for my $k (@fn) {
>                 if ($k =~ /^CustomField/) {
>                         ($id, $msg) = $at->_Set (
>                                 Field => $k,
>                                 Value => $csv[$el],
>                                 UpdateAsset => 1,
>                                 TransactionData => undef,
>                         );
>                         print "\t$msg\n";
>                 }
>                 $el++;
>         }
> 
> }
> 
> Any ideas on what I could be doing wrong?
> 
> js.
> 
> On Tue, Apr 29, 2008 at 11:26:41AM -0400, Matthew Keller wrote:
> > The script below takes a tab-delimited file of format:
> > 
> > AssetTag Make Model Serial Building Room MACAddress
> > 
> > And populated a bunch of CFs. Salt to taste.
> > 
> > 
> > 
> > On Tue, 2008-04-29 at 14:01 +0000, Jean-Sebastien Morisset wrote:
> >> Has anyone developed a script or something to import an inventory into
> >> AT (from a csv file, for example)?
> >> 
> >> js.
> > 
> > 
> > #!/usr/bin/perl
> > 
> > 
> > use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
> > 
> > use RT;
> > use RTx::AssetTracker::Asset;
> > RT::LoadConfig();
> > RT::Init();
> > 
> > use strict;
> > 
> > 
> > #### MAIN ########################
> > 
> > 
> >         my $BFILE="/opt/rt3/wslist";
> > 
> > 
> >         open(BF,"<$BFILE") or die "$!\n";
> > 
> >         my $ass = RTx::AssetTracker::Asset->new(RT->SystemUser);
> > 
> >         while(<BF>) {
> >                 # 12478 Gateway E4100   0032459740      KEL-HL  219
> > 00:0C:F1:D5:49:2E
> >                 chomp;
> >                 my @lineparts=split(/\t/);
> >                 my $sysname=$lineparts[4];
> >                 $sysname =~ s/\W.*$//; # Strip from non-word to eol
> >                 $sysname .= $lineparts[5] . "-" . $lineparts[0];
> > 
> >                 my ($id, undef, undef) = $ass->Create(Type =>
> > 'Workstations', 
> >                                                         Name =>
> > "$sysname",
> >                                                         Status =>
> > 'production',
> >                                                         'CustomField-7'
> > => "$lineparts[0]", # Decal
> >                                                         'CustomField-3'
> > => "$lineparts[1]", # Make
> >                                                         'CustomField-4'
> > => "$lineparts[2]", # Model
> >                                                         'CustomField-8'
> > => "$lineparts[3]", # Serial
> >                                                         'CustomField-59'
> > => "$lineparts[4]", # Building
> >                                                         'CustomField-60'
> > => "$lineparts[5]", # Room
> >                                                         'CustomField-62'
> > => "$lineparts[6]", # MAC address
> >                                                         );
> >                 print "$sysname created with id $id\n";
> >         }
> > 
> > 
> 



From jsmoriss at mvlan.net  Tue Apr 29 16:18:39 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Tue, 29 Apr 2008 20:18:39 +0000
Subject: [rt-users] RTAT Import?
In-Reply-To: <1209500104.18662.60.camel@mlap>
References: <20080429140122.GE18150@zaphod.mvlan.net>
	<1209482801.18662.38.camel@mlap>
	<20080429200850.GA3822@zaphod.mvlan.net>
	<1209500104.18662.60.camel@mlap>
Message-ID: <20080429201839.GB3822@zaphod.mvlan.net>

On Tue, Apr 29, 2008 at 04:15:03PM -0400, Matthew Keller wrote:
> 
> The '$at->_Set' calls you're making scare me. Is there a reason you're
> setting them iteratively instead of within the Create call?

I run a Load, if the Load doesn't work, then do a Create (with just the
basics), after that update all the CFs. This way I can maintain just the
@fn array, and update and/or create the assets as need be from the CSV.

js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From kellermg at potsdam.edu  Tue Apr 29 16:32:43 2008
From: kellermg at potsdam.edu (Matthew Keller)
Date: 29 Apr 2008 16:32:43 -0400
Subject: [rt-users] RTAT Import?
In-Reply-To: <20080429201839.GB3822@zaphod.mvlan.net>
References: <20080429140122.GE18150@zaphod.mvlan.net>
	<1209482801.18662.38.camel@mlap>
	<20080429200850.GA3822@zaphod.mvlan.net>
	<1209500104.18662.60.camel@mlap>
	<20080429201839.GB3822@zaphod.mvlan.net>
Message-ID: <1209501163.18662.65.camel@mlap>

Ah yes... The way I usually do things like that is by grabbing the asset
CF info, ala: 

my $AssCFs=$AssObj->CustomFields();

and then setting the appropriate values ala:

while(my $AssCF = $AssCFs->Next()) {
	$AssCF->Value = whatever
}

The above is pseudocode from memory, but is +/- 96% correct. :)

On Tue, 2008-04-29 at 20:18 +0000, Jean-Sebastien Morisset wrote:
> On Tue, Apr 29, 2008 at 04:15:03PM -0400, Matthew Keller wrote:
> > 
> > The '$at->_Set' calls you're making scare me. Is there a reason you're
> > setting them iteratively instead of within the Create call?
> 
> I run a Load, if the Load doesn't work, then do a Create (with just the
> basics), after that update all the CFs. This way I can maintain just the
> @fn array, and update and/or create the assets as need be from the CSV.
> 
> js.



From jsmoriss at mvlan.net  Tue Apr 29 17:01:56 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Tue, 29 Apr 2008 21:01:56 +0000
Subject: [rt-users] RTAT Import?
In-Reply-To: <1209501163.18662.65.camel@mlap>
References: <20080429140122.GE18150@zaphod.mvlan.net>
	<1209482801.18662.38.camel@mlap>
	<20080429200850.GA3822@zaphod.mvlan.net>
	<1209500104.18662.60.camel@mlap>
	<20080429201839.GB3822@zaphod.mvlan.net>
	<1209501163.18662.65.camel@mlap>
Message-ID: <20080429210156.GA8944@zaphod.mvlan.net>

On Tue, Apr 29, 2008 at 04:32:43PM -0400, Matthew Keller wrote:
> Ah yes... The way I usually do things like that is by grabbing the asset
> CF info, ala: 
> 
> my $AssCFs=$AssObj->CustomFields();
> 
> and then setting the appropriate values ala:
> 
> while(my $AssCF = $AssCFs->Next()) {
> 	$AssCF->Value = whatever
> }
> 
> The above is pseudocode from memory, but is +/- 96% correct. :)

Hmmm... Here's what I get:

# /opt/rt3/bin/import-assets.sh /tmp/js.csv
gessolx1:
        Loaded gessolx1 as asset #85.
        Setting Client to STI
[Tue Apr 29 21:00:16 2008] [crit]: Can't modify non-lvalue subroutine
call at /opt/rt3/bin/import-assets.sh line 56, <CSV> line 2.
(/opt/rt3/lib/RT.pm:361)
Can't modify non-lvalue subroutine call at /opt/rt3/bin/import-assets.sh
line 56, <CSV> line 2.

And here's the code I'm using...

#!/usr/bin/perl

use lib qw(/opt/rt3/local/lib /opt/rt3/lib);

use RT;
use RTx::AssetTracker::Asset;
RT::LoadConfig();
RT::Init();

use strict;

if (! $ARGV[0] || $ARGV[0] =~ /^--?h/) {
    print "Syntax: $0 {csvfile}\n";
    exit 0;
}

open(CSV, "< $ARGV[0]") or die "$!\n";

my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
my $line;

# customfield columns in csv file
my %cf_map = (
        'Client' => 4,
        'Location' => 5,
        'Manufacturer' => 6,
        'Model' => 7,
        'Serial Number' => 8,
        'OS Name' => 9,
);

while (<CSV>) {
        chomp; $line++;
        next if ($line == 1);   # Skip CSV Header
        s/^"//; s/"$//;
        my @csv = split(/"?,"?/);

        print $csv[0], ":\n";
        if (my $id = $at->Load($csv[0])) {
                print "\tLoaded $csv[0] as asset #$id.\n";
        } else {
                my ($id, $t, $msg) = $at->Create (
                        Name => $csv[0],
                        Status => $csv[1],
                        Type => $csv[2],
                        Description => $csv[3],
                );
                print "\t$msg\n";
        }

        my $atcf = $at->CustomFields();
        while (my $cf = $atcf->Next()) {
                # check to see if we have a column number for this customfield
                if (my $col = $cf_map{$cf->Name}) {
                        print "\tSetting ".$cf->Name." to ".$csv[$col]."\n";
                        $cf->Value = $csv[$col];
                }
        }
}

-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From bduff at covista.com  Tue Apr 29 17:00:11 2008
From: bduff at covista.com (Bob Duff)
Date: Tue, 29 Apr 2008 17:00:11 -0400
Subject: [rt-users] RT 3.6.6 Install .. stuck on Apache configuration
Message-ID: <DC7CF88A7772A34888266624CC20D4DB145B54822A@s2chmailx.s2chmailx.covista.net>

I'm have installed RT 3.6 successfully from source but there is a configuration problem I can't seem to find.  I get the following error when I pull up my url:
RT: Request Tracker
You're almost there!

You haven't yet configured your webserver to run RT.

You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface.

The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl , fastcgi or speedycgi handler.

______________________________________________________________________________________________________________

Here are my configuration files:

httpd.conf virtual host section for rt:

<VirtualHost *>

ServerName rt.covista.com

DocumentRoot /opt/rt3/share/html

AddDefaultCharset UTF-8

PerlModule Apache::DBI

PerlRequire /opt/rt3/bin/webmux.pl

<Location /rt3>

SetHandler perl-script

PerlHandler RT::Mason

</Location>

</VirtualHost>



RT_SiteConfig.pm

# Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below.

#

# This file is actually a perl module, so you can include valid # perl code, as well.

#

# The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd:

#

# perl -c /path/to/your/etc/RT_SiteConfig.pm

Set( $rtname, 'covista');

Set($Organization, "rt.covista.com");

Set($Timezone, 'US/Eastern');

Set($WebBaseURL, "http://rt.covista.com<http://rt.covista.com/>");

Set($Webpath, "/rt3");

Set($CorrespondAddress, 'correspond at rt.covista.com'<mailto:'correspond at rt.covista.com'>);

Set($CommentAddress, 'comment at rt.covista.com'<mailto:'comment at rt.covista.com'>);

Set($logToSyslog, '');

Set($logToFile, 'debug');

 Set($LogDir, '/var/log');

Set($LogToFileNamed , "rt.log");

Set($OwnerEmail, admin at covista.com<mailto:admin at covista.com>);

Set($MyTicketsLength, 20);

Set($SendmailPath , "/usr/sbin/sendmail");

Set($SendmailArguments , "-oi -t");

 1;

_____________________________________________________________________________________________________

Anyone see something I should have caught here?  If not any tips on how to resolve this problem?

Thanks
Bob Duff

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From judy at epicenter.ucsd.edu  Tue Apr 29 18:03:05 2008
From: judy at epicenter.ucsd.edu (Judy Illeman Gaukel)
Date: Tue, 29 Apr 2008 15:03:05 -0700
Subject: [rt-users] redirect RT login page - where does that happen?
Message-ID: <48179B19.8040105@epicenter.ucsd.edu>

Hi RT-experts,

I've have RT 3.6.6 on a Solaris 9 machine and all is well -- but I need 
to redirect my old
machine (another solaris 9, but with RT 3.6.3 not sending emails any 
more) -- so that the users are using RT on the
new machine.    I've been looking at share/html/index.html   but I'm not 
following how to jump in BEFORE and
redirect the page to another server.    Help! 

If share/html/index.html is the first thing that gets executed, and it 
calls /Elements/Header  --   how do I stop
it there and redirect?
Is the redirect in VirtualHost -- (I've tried replacing the 
servername...)???

<VirtualHost haruspex.ucsd.edu>
        ServerAdmin webadmin at haruspex.ucsd.edu
        DocumentRoot "/opt/csw/apache/htdocs"
        ServerName haruspex.ucsd.edu
        ErrorLog logs/error_log_haruspex
        CustomLog logs/access_log_haruspex combined
        Alias /rt3 "/opt/csw/rt3/share/html"
        AddDefaultCharset UTF-8

        PerlModule Apache::DBI
        PerlRequire /opt/csw/rt3/bin/webmux.pl

        <Location /rt3>
                SetHandler perl-script
                PerlHandler RT::Mason
        </Location>
</VirtualHost>

Thanks for any advice/direction -- I'm a complete novice with web 
intricacies so I appreciate the help.
- Judy




From Francesco at nobugweb.it  Wed Apr 30 08:24:47 2008
From: Francesco at nobugweb.it (Francesco C)
Date: Wed, 30 Apr 2008 14:24:47 +0200
Subject: [rt-users] Create Tickets template: how to read and create
	attachments ?
Message-ID: <012401c8aabd$2e344ee0$a10210ac@acer7500g>

Ciao, 
I have a ticket with several customfields and an attachment (jpg) in the queue "X".

I need to create a new ticket with some customfield values and the attachment coming from first ticket.
I need to use a scrip with an "Create Tickets" Action and a Global template "===Create-Ticket: identifier ..."

In this template I'm able to read customfields coming from first ticket:

-- CustomField-1: {$Tickets{"TOP"}->FirstCustomFieldValue('name')}  --

but I don't know how to create the attachment with same content of first ticket.

Does anybody have a solution ?

Thanks

Francesco

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From barry.byrne at wbtsystems.com  Wed Apr 30 09:05:16 2008
From: barry.byrne at wbtsystems.com (Barry Byrne)
Date: Wed, 30 Apr 2008 14:05:16 +0100
Subject: [rt-users] redirect RT login page - where does that happen?
In-Reply-To: <48179B19.8040105@epicenter.ucsd.edu>
References: <48179B19.8040105@epicenter.ucsd.edu>
Message-ID: <00da01c8aac2$d5712ac0$06000100@wbt.wbtsystems.com>

 

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Judy Illeman Gaukel
> Sent: 29 April 2008 23:03

> Hi RT-experts,
> 
> I've have RT 3.6.6 on a Solaris 9 machine and all is well -- 
> but I need 
> to redirect my old
> machine (another solaris 9, but with RT 3.6.3 not sending emails any 
> more) -- so that the users are using RT on the
> new machine.    I've been looking at share/html/index.html   
>

Judy:

I think it would be best just to use a redirect on the old apache server,
forcing all requests to go to the new server. Something like the following -
assuming this is the config on your old server.

<VirtualHost haruspex.ucsd.edu>
	ServerAdmin webadmin at haruspex.ucsd.edu
	DocumentRoot "/opt/csw/apache/htdocs"
	ServerName haruspex.ucsd.edu
	ErrorLog logs/error_log_haruspex
	CustomLog logs/access_log_haruspex combined

	RedirectMatch permanent ^(.*)$ http://newserver.ucsd.edu$1
</VirtualHost>

 - barry



From morten.guldager at gmail.com  Wed Apr 30 09:50:29 2008
From: morten.guldager at gmail.com (Morten Guldager)
Date: Wed, 30 Apr 2008 15:50:29 +0200
Subject: [rt-users] Using the RT Codebase in a stand alone program (perl)
Message-ID: <d3e62a6b0804300650t5ff9b3e6h1c7645119274f079@mail.gmail.com>

'Aloha!

Below you see the text book example (from RT Essentials) using
DBIx::SearchBuilder to accessing the Tickets table from a stand alone perl
program.
Since I need restricting access to what a specific user would be allowed to
do, I think I have to transform this code into something using RT::Record
(or should it be RT::Ticket?)

Simply replacing DBIx::SearchBuilder with RT did not work. (well I sorta did
not expect that either..)
 - and where do I feed it the username/password?

This must have been done a million times before, but google refuses to help
me :-(

Anyone?

-- 
/Morten %-)


#!/usr/bin/perl
use strict;
use warnings;

my $X = tkt->new;
$X->Load(123);
printf STDERR "%s: %s (%s)\n",  $X->id,  $X->Subject,  $X->Status;

package tkt;
use strict;
use warnings;
use DBIx::SearchBuilder::Handle;
use base qw(DBIx::SearchBuilder::Record);

sub _Init
{
  my $self = shift;
  my $handle= DBIx::SearchBuilder::Handle->new;
  $handle->Connect(Driver   => 'mysql',
                   Database => 'rtdb',
                   User     => 'rtuser',
                   Password => $ENV{RTDBPW});
  $self->_Handle($handle);
  $self->Table('Tickets');
}

sub _ClassAccessible
{
  return { Id      => {read => 1},
           Status  => {read => 1},
           Subject => {read => 1}
         };
}
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From todd at chaka.net  Wed Apr 30 10:08:31 2008
From: todd at chaka.net (Todd Chapman)
Date: Wed, 30 Apr 2008 10:08:31 -0400
Subject: [rt-users] Using the RT Codebase in a stand alone program (perl)
In-Reply-To: <d3e62a6b0804300650t5ff9b3e6h1c7645119274f079@mail.gmail.com>
References: <d3e62a6b0804300650t5ff9b3e6h1c7645119274f079@mail.gmail.com>
Message-ID: <519782dc0804300708s489553fcm20ed24258b9dc78c@mail.gmail.com>

use RT;
use RT::Ticket;

RT::LoadConfig();
RT::Init();

$ticket = $RT::Ticket->new( $RT::SystemUser );
$ticket->Load( 123 );

print $ticket->Subject;

On Wed, Apr 30, 2008 at 9:50 AM, Morten Guldager <morten.guldager at gmail.com>
wrote:

> 'Aloha!
>
> Below you see the text book example (from RT Essentials) using
> DBIx::SearchBuilder to accessing the Tickets table from a stand alone perl
> program.
> Since I need restricting access to what a specific user would be allowed
> to do, I think I have to transform this code into something using RT::Record
> (or should it be RT::Ticket?)
>
> Simply replacing DBIx::SearchBuilder with RT did not work. (well I sorta
> did not expect that either..)
>  - and where do I feed it the username/password?
>
> This must have been done a million times before, but google refuses to
> help me :-(
>
> Anyone?
>
> --
> /Morten %-)
>
>
> #!/usr/bin/perl
> use strict;
> use warnings;
>
> my $X = tkt->new;
> $X->Load(123);
> printf STDERR "%s: %s (%s)\n",  $X->id,  $X->Subject,  $X->Status;
>
> package tkt;
> use strict;
> use warnings;
> use DBIx::SearchBuilder::Handle;
> use base qw(DBIx::SearchBuilder::Record);
>
> sub _Init
> {
>   my $self = shift;
>   my $handle= DBIx::SearchBuilder::Handle->new;
>   $handle->Connect(Driver   => 'mysql',
>                    Database => 'rtdb',
>                    User     => 'rtuser',
>                    Password => $ENV{RTDBPW});
>   $self->_Handle($handle);
>   $self->Table('Tickets');
> }
>
> sub _ClassAccessible
> {
>   return { Id      => {read => 1},
>            Status  => {read => 1},
>            Subject => {read => 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
>
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From morten.guldager at gmail.com  Wed Apr 30 11:29:54 2008
From: morten.guldager at gmail.com (Morten Guldager)
Date: Wed, 30 Apr 2008 17:29:54 +0200
Subject: [rt-users] Using the RT Codebase in a stand alone program (perl)
In-Reply-To: <519782dc0804300708s489553fcm20ed24258b9dc78c@mail.gmail.com>
References: <d3e62a6b0804300650t5ff9b3e6h1c7645119274f079@mail.gmail.com>
	<519782dc0804300708s489553fcm20ed24258b9dc78c@mail.gmail.com>
Message-ID: <d3e62a6b0804300829h51c5e695ga5a7cedd3ea23df9@mail.gmail.com>

Right above the two use statements I had to add:
use lib '/usr/share/request-tracker3.6/lib';

But when running the program it complains:
[Wed Apr 30 15:24:54 2008] [crit]: Can't call method "new" on an undefined
value at ./test5 line 12. (/usr/share/request-tracker3.6/lib/RT.pm:317)
Can't call method "new" on an undefined value at ./test5 line 12.

Is my RT installation broken?
It's an out of the box Debian-4.0 install,  request-tracker3.6 (3.6.1-4)


/Morten %-)

On Wed, Apr 30, 2008 at 4:08 PM, Todd Chapman <todd at chaka.net> wrote:

> use RT;
> use RT::Ticket;
>
> RT::LoadConfig();
> RT::Init();
>
> $ticket = $RT::Ticket->new( $RT::SystemUser );
> $ticket->Load( 123 );
>
> print $ticket->Subject;
>
> On Wed, Apr 30, 2008 at 9:50 AM, Morten Guldager <
> morten.guldager at gmail.com> wrote:
>
> > 'Aloha!
> >
> > Below you see the text book example (from RT Essentials) using
> > DBIx::SearchBuilder to accessing the Tickets table from a stand alone perl
> > program.
> > Since I need restricting access to what a specific user would be allowed
> > to do, I think I have to transform this code into something using RT::Record
> > (or should it be RT::Ticket?)
> >
> > Simply replacing DBIx::SearchBuilder with RT did not work. (well I sorta
> > did not expect that either..)
> >  - and where do I feed it the username/password?
> >
> > This must have been done a million times before, but google refuses to
> > help me :-(
> >
> > Anyone?
> >
> > --
> > /Morten %-)
> >
> >
> > #!/usr/bin/perl
> > use strict;
> > use warnings;
> >
> > my $X = tkt->new;
> > $X->Load(123);
> > printf STDERR "%s: %s (%s)\n",  $X->id,  $X->Subject,  $X->Status;
> >
> > package tkt;
> > use strict;
> > use warnings;
> > use DBIx::SearchBuilder::Handle;
> > use base qw(DBIx::SearchBuilder::Record);
> >
> > sub _Init
> > {
> >   my $self = shift;
> >   my $handle= DBIx::SearchBuilder::Handle->new;
> >   $handle->Connect(Driver   => 'mysql',
> >                    Database => 'rtdb',
> >                    User     => 'rtuser',
> >                    Password => $ENV{RTDBPW});
> >   $self->_Handle($handle);
> >   $self->Table('Tickets');
> > }
> >
> > sub _ClassAccessible
> > {
> >   return { Id      => {read => 1},
> >            Status  => {read => 1},
> >            Subject => {read => 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
> >
>
>
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From etienne.mougeolle at gmail.com  Wed Apr 30 11:32:45 2008
From: etienne.mougeolle at gmail.com (Etienne-Mougeolle)
Date: Wed, 30 Apr 2008 08:32:45 -0700 (PDT)
Subject: [rt-users] A newbie install question - FormatText/font metrics
Message-ID: <16981406.post@talk.nabble.com>


Hi.
Too late, sure, but perhaps useful however.
I encounter the same problem yesterday.
The only way I found is the pre-installation of these annoying modules
before beginning RT3 install :
_______________

wget http://search.cpan.org/CPAN/authors/id/G/GA/GAAS/Font-AFM-1.19.tar.gz
tar xzf Font-AFM-1.19.tar.gz
( cd Font-AFM-1.19; perl Makefile.PL; make config; make; make install )
rm -r Font-AFM-1.19*

wget
http://search.cpan.org/CPAN/authors/id/G/GA/GAAS/HTML-Format-1.23.tar.gz
tar xzf HTML-Format-1.23.tar.gz
( cd Font-AFM-1.19; perl Makefile.PL; make config; make; make install )
rm -r HTML-Format-1.23*
_______________

Hope this helps.
Courage.


Jay R. Ashworth wrote:
> 
> Yes... I'm a newbie for the third or fourth time, now.  :-)
> 
> 3.6.6; slack 12
> 
> testdeps is failing HTML::FormatText; the tests there are failing
> because:
> 
> (snip)
> 
> 
-- 
View this message in context: http://www.nabble.com/A-newbie-install-question---FormatText-font-metrics-tp16330493p16981406.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ondre.sembera at us.fujitsu.com  Wed Apr 30 11:45:21 2008
From: ondre.sembera at us.fujitsu.com (Ondre Sembera)
Date: Wed, 30 Apr 2008 10:45:21 -0500
Subject: [rt-users] Poll: How much physical RAM on your RT server?
Message-ID: <48189411.2060904@us.fujitsu.com>

I am collecting data for planning purposes.

    * How much physical RAM does your RT server have? (Or how much is
      allocated to your virtual machine?)
    * How many users does your RT instance support?


Thanks,
Ondre


From falcone at bestpractical.com  Wed Apr 30 12:25:32 2008
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 30 Apr 2008 12:25:32 -0400
Subject: [rt-users] Using the RT Codebase in a stand alone program (perl)
In-Reply-To: <d3e62a6b0804300829h51c5e695ga5a7cedd3ea23df9@mail.gmail.com>
References: <d3e62a6b0804300650t5ff9b3e6h1c7645119274f079@mail.gmail.com>
	<519782dc0804300708s489553fcm20ed24258b9dc78c@mail.gmail.com>
	<d3e62a6b0804300829h51c5e695ga5a7cedd3ea23df9@mail.gmail.com>
Message-ID: <35D671B6-C612-46D1-82E2-6F40A625E4A4@bestpractical.com>


On Apr 30, 2008, at 11:29 AM, Morten Guldager wrote:

> Right above the two use statements I had to add:
> use lib '/usr/share/request-tracker3.6/lib';
>
> But when running the program it complains:
> [Wed Apr 30 15:24:54 2008] [crit]: Can't call method "new" on an  
> undefined value at ./test5 line 12. (/usr/share/request-tracker3.6/ 
> lib/RT.pm:317)
> Can't call method "new" on an undefined value at ./test5 line 12.
>
> Is my RT installation broken?
> It's an out of the box Debian-4.0 install,  request-tracker3.6  
> (3.6.1-4)

Try
my $ticket = RT::Ticket->new( $RT::SystemUser );

>
>
>
> /Morten %-)
>
> On Wed, Apr 30, 2008 at 4:08 PM, Todd Chapman <todd at chaka.net> wrote:
> use RT;
> use RT::Ticket;
>
> RT::LoadConfig();
> RT::Init();
>
> $ticket = $RT::Ticket->new( $RT::SystemUser );
> $ticket->Load( 123 );
>
> print $ticket->Subject;
>
> On Wed, Apr 30, 2008 at 9:50 AM, Morten Guldager <morten.guldager at gmail.com 
> > wrote:
> 'Aloha!
>
> Below you see the text book example (from RT Essentials) using  
> DBIx::SearchBuilder to accessing the Tickets table from a stand  
> alone perl program.
> Since I need restricting access to what a specific user would be  
> allowed to do, I think I have to transform this code into something  
> using RT::Record (or should it be RT::Ticket?)
>
> Simply replacing DBIx::SearchBuilder with RT did not work. (well I  
> sorta did not expect that either..)
>  - and where do I feed it the username/password?
>
> This must have been done a million times before, but google refuses  
> to help me :-(
>
> Anyone?
>
> -- 
> /Morten %-)
>
>
> #!/usr/bin/perl
> use strict;
> use warnings;
>
> my $X = tkt->new;
> $X->Load(123);
> printf STDERR "%s: %s (%s)\n",  $X->id,  $X->Subject,  $X->Status;
>
> package tkt;
> use strict;
> use warnings;
> use DBIx::SearchBuilder::Handle;
> use base qw(DBIx::SearchBuilder::Record);
>
> sub _Init
> {
>   my $self = shift;
>   my $handle= DBIx::SearchBuilder::Handle->new;
>   $handle->Connect(Driver   => 'mysql',
>                    Database => 'rtdb',
>                    User     => 'rtuser',
>                    Password => $ENV{RTDBPW});
>   $self->_Handle($handle);
>   $self->Table('Tickets');
> }
>
> sub _ClassAccessible
> {
>   return { Id      => {read => 1},
>            Status  => {read => 1},
>            Subject => {read => 1}
>          };
> }
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From kellermg at potsdam.edu  Wed Apr 30 13:06:55 2008
From: kellermg at potsdam.edu (Matthew Keller)
Date: 30 Apr 2008 13:06:55 -0400
Subject: [rt-users] RTAT Import?
In-Reply-To: <20080429210156.GA8944@zaphod.mvlan.net>
References: <20080429140122.GE18150@zaphod.mvlan.net>
	<1209482801.18662.38.camel@mlap>
	<20080429200850.GA3822@zaphod.mvlan.net>
	<1209500104.18662.60.camel@mlap>
	<20080429201839.GB3822@zaphod.mvlan.net>
	<1209501163.18662.65.camel@mlap>
	<20080429210156.GA8944@zaphod.mvlan.net>
Message-ID: <1209575215.19886.12.camel@mlap>

If you look in the API documentation about setting a CF (the
'CustomField' object), it will show you where my oversimplification of
$cf->Value=$thing was in err, and how to do it correctly.

On Tue, 2008-04-29 at 21:01 +0000, Jean-Sebastien Morisset wrote:
> On Tue, Apr 29, 2008 at 04:32:43PM -0400, Matthew Keller wrote:
> > Ah yes... The way I usually do things like that is by grabbing the asset
> > CF info, ala: 
> > 
> > my $AssCFs=$AssObj->CustomFields();
> > 
> > and then setting the appropriate values ala:
> > 
> > while(my $AssCF = $AssCFs->Next()) {
> > 	$AssCF->Value = whatever
> > }
> > 
> > The above is pseudocode from memory, but is +/- 96% correct. :)
> 
> Hmmm... Here's what I get:
> 
> # /opt/rt3/bin/import-assets.sh /tmp/js.csv
> gessolx1:
>         Loaded gessolx1 as asset #85.
>         Setting Client to STI
> [Tue Apr 29 21:00:16 2008] [crit]: Can't modify non-lvalue subroutine
> call at /opt/rt3/bin/import-assets.sh line 56, <CSV> line 2.
> (/opt/rt3/lib/RT.pm:361)
> Can't modify non-lvalue subroutine call at /opt/rt3/bin/import-assets.sh
> line 56, <CSV> line 2.
> 
> And here's the code I'm using...
> 
> #!/usr/bin/perl
> 
> use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
> 
> use RT;
> use RTx::AssetTracker::Asset;
> RT::LoadConfig();
> RT::Init();
> 
> use strict;
> 
> if (! $ARGV[0] || $ARGV[0] =~ /^--?h/) {
>     print "Syntax: $0 {csvfile}\n";
>     exit 0;
> }
> 
> open(CSV, "< $ARGV[0]") or die "$!\n";
> 
> my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
> my $line;
> 
> # customfield columns in csv file
> my %cf_map = (
>         'Client' => 4,
>         'Location' => 5,
>         'Manufacturer' => 6,
>         'Model' => 7,
>         'Serial Number' => 8,
>         'OS Name' => 9,
> );
> 
> while (<CSV>) {
>         chomp; $line++;
>         next if ($line == 1);   # Skip CSV Header
>         s/^"//; s/"$//;
>         my @csv = split(/"?,"?/);
> 
>         print $csv[0], ":\n";
>         if (my $id = $at->Load($csv[0])) {
>                 print "\tLoaded $csv[0] as asset #$id.\n";
>         } else {
>                 my ($id, $t, $msg) = $at->Create (
>                         Name => $csv[0],
>                         Status => $csv[1],
>                         Type => $csv[2],
>                         Description => $csv[3],
>                 );
>                 print "\t$msg\n";
>         }
> 
>         my $atcf = $at->CustomFields();
>         while (my $cf = $atcf->Next()) {
>                 # check to see if we have a column number for this customfield
>                 if (my $col = $cf_map{$cf->Name}) {
>                         print "\tSetting ".$cf->Name." to ".$csv[$col]."\n";
>                         $cf->Value = $csv[$col];
>                 }
>         }
> }
> 



From asallade at PTSOWA.ORG  Wed Apr 30 13:46:53 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Wed, 30 Apr 2008 10:46:53 -0700
Subject: [rt-users] How to programmatically reference the current logged in
	user in a view/saved search?
Message-ID: <33DEE66ED2E72346ABC638427A77014050C2C8@PTSOEXCHANGE.PTSOWA.ORG>

I want to set some default views for Rt At a Glance that use "Requestor
LIKE ME" logic. Any ideas?

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

 

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From jsmoriss at mvlan.net  Wed Apr 30 13:51:39 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Wed, 30 Apr 2008 17:51:39 +0000
Subject: [rt-users] RTAT Import?
In-Reply-To: <1209575215.19886.12.camel@mlap>
References: <20080429140122.GE18150@zaphod.mvlan.net>
	<1209482801.18662.38.camel@mlap>
	<20080429200850.GA3822@zaphod.mvlan.net>
	<1209500104.18662.60.camel@mlap>
	<20080429201839.GB3822@zaphod.mvlan.net>
	<1209501163.18662.65.camel@mlap>
	<20080429210156.GA8944@zaphod.mvlan.net>
	<1209575215.19886.12.camel@mlap>
Message-ID: <20080430175139.GB26799@zaphod.mvlan.net>

On Wed, Apr 30, 2008 at 01:06:55PM -0400, Matthew Keller wrote:
> If you look in the API documentation about setting a CF (the
> 'CustomField' object), it will show you where my oversimplification of
> $cf->Value=$thing was in err, and how to do it correctly.

Aha! Thanks! Ok, so far this seems to work well:

---BEGIN---
#!/usr/bin/perl

use lib qw(/opt/rt3/local/lib /opt/rt3/lib);

use RT;
use RTx::AssetTracker::Asset;
RT::LoadConfig();
RT::Init();

use strict;

if (! $ARGV[0] || $ARGV[0] =~ /^--?h/) {
    print "Syntax: $0 {csvfile}\n";
    exit 0;
}

open(CSV, "< $ARGV[0]") or die "$!\n";

my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
my $line;

# customfield columns in csv file
my %cf_map = (
        'Client' => 4,
        'Location' => 5,
        'Manufacturer' => 6,
        'Model' => 7,
        'Serial Number' => 8,
        'OS Name' => 9,
);

while (<CSV>) {
        chomp; $line++;
        next if ($line == 1);   # Skip CSV Header
        s/^"//; s/"$//;
        my @csv = split(/"?,"?/);

        print $csv[0], ":\n";
        unless (my $id = $at->Load($csv[0])) {
                my ($id, $t, $msg) = $at->Create (
                        Name => $csv[0],
                        Status => $csv[1],
                        Type => $csv[2],
                        Description => $csv[3],
                );
                print "\t$msg\n" if ($msg);
        }

        my $atcf = $at->CustomFields();
        while (my $cf = $atcf->Next()) {
                # check to see if we have a CSV column for this customfield
                if (my $col = $cf_map{$cf->Name}) {
                        my ($status, $msg) = $at->AddCustomFieldValue(
                                Field => $cf->Id, Value => $csv[$col]);
                        print "\t$msg\n" if ($msg);
                }
        }
}
---END---

And for reference, here's the CSV file I'm using:

"NAME","STATUS","TYPE","DESCRIPTION","CLIENT","LOCATION","MANUFACTURER","MODEL","SERIAL NUMBER","OS NAME"

Column 5 (CLIENT) and up are all custom fields and must be defined in
the %cf_map hash. If anyone wants to make this a little more elegant,
feel free. :-)

js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From asallade at PTSOWA.ORG  Wed Apr 30 14:53:49 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Wed, 30 Apr 2008 11:53:49 -0700
Subject: [rt-users] How to programmatically reference the current logged
	inuser in a view/saved search?
In-Reply-To: <33DEE66ED2E72346ABC638427A77014050C2C8@PTSOEXCHANGE.PTSOWA.ORG>
References: <33DEE66ED2E72346ABC638427A77014050C2C8@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <33DEE66ED2E72346ABC638427A77014050C2EA@PTSOEXCHANGE.PTSOWA.ORG>

I'm close, I can use

Requestor.Id LIKE '__CurrentUser__'

 

But the Requestor.Id is not the user ID of the requestor, it is
something else. I would like to be able to get the emailaddress of
__CurrentUser__

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org <mailto:asallade at ptsowa.org> 

________________________________

From: Aaron Sallade [mailto:asallade at PTSOWA.ORG] 
Sent: Wednesday, April 30, 2008 10:47 AM
To: RT Users
Subject: [rt-users] How to programmatically reference the current logged
inuser in a view/saved search?

 

I want to set some default views for Rt At a Glance that use "Requestor
LIKE ME" logic. Any ideas?

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

 

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From asallade at PTSOWA.ORG  Wed Apr 30 15:11:24 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Wed, 30 Apr 2008 12:11:24 -0700
Subject: [rt-users] How to programmatically reference the current logged
	inuser in a view/saved search?<SOLVED>
In-Reply-To: <33DEE66ED2E72346ABC638427A77014050C2EA@PTSOEXCHANGE.PTSOWA.ORG>
References: <33DEE66ED2E72346ABC638427A77014050C2C8@PTSOEXCHANGE.PTSOWA.ORG>
	<33DEE66ED2E72346ABC638427A77014050C2EA@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <33DEE66ED2E72346ABC638427A77014050C2F2@PTSOEXCHANGE.PTSOWA.ORG>

Requestor.Id = '__CurrentUser__'

 

"LIKE" was matching id 22,122,222 etc and returning multiple users.

 

Now I need to access the current User's organization :-)

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org <mailto:asallade at ptsowa.org> 

________________________________

From: Aaron Sallade 
Sent: Wednesday, April 30, 2008 11:54 AM
To: Aaron Sallade; RT Users
Subject: RE: [rt-users] How to programmatically reference the current
logged inuser in a view/saved search?

 

I'm close, I can use

Requestor.Id LIKE '__CurrentUser__'

 

But the Requestor.Id is not the user ID of the requestor, it is
something else. I would like to be able to get the emailaddress of
__CurrentUser__

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org <mailto:asallade at ptsowa.org> 

________________________________

From: Aaron Sallade [mailto:asallade at PTSOWA.ORG] 
Sent: Wednesday, April 30, 2008 10:47 AM
To: RT Users
Subject: [rt-users] How to programmatically reference the current logged
inuser in a view/saved search?

 

I want to set some default views for Rt At a Glance that use "Requestor
LIKE ME" logic. Any ideas?

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

 

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From asallade at PTSOWA.ORG  Wed Apr 30 15:12:46 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Wed, 30 Apr 2008 12:12:46 -0700
Subject: [rt-users] Programmatically access CurrentUser's organization in
	saved search?
Message-ID: <33DEE66ED2E72346ABC638427A77014050C2F3@PTSOEXCHANGE.PTSOWA.ORG>

Requestor.Id LIKE '__CurrentUser__'

 

Works well, now I need

 

Requestor.Organization LIKE '__CurrentUser__'

 

Ideas?

 

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

 

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From jsmoriss at mvlan.net  Wed Apr 30 15:19:09 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Wed, 30 Apr 2008 19:19:09 +0000
Subject: [rt-users] RTAT Import?
In-Reply-To: <20080430175139.GB26799@zaphod.mvlan.net>
References: <20080429140122.GE18150@zaphod.mvlan.net>
	<1209482801.18662.38.camel@mlap>
	<20080429200850.GA3822@zaphod.mvlan.net>
	<1209500104.18662.60.camel@mlap>
	<20080429201839.GB3822@zaphod.mvlan.net>
	<1209501163.18662.65.camel@mlap>
	<20080429210156.GA8944@zaphod.mvlan.net>
	<1209575215.19886.12.camel@mlap>
	<20080430175139.GB26799@zaphod.mvlan.net>
Message-ID: <20080430191909.GC26799@zaphod.mvlan.net>

On Wed, Apr 30, 2008 at 05:51:39PM +0000, Jean-Sebastien Morisset wrote:
> 
> Aha! Thanks! Ok, so far this seems to work well:
[snip!]

Alright, so I spent a little more time on this script, and added some
validation against the customfield select values. Here's an example:

# bin/import-assets.sh /tmp/js.csv
gessolx1:
uasolx1:
        "" value not ok for OS Name customfield
BDM-MTL-FWSM-PROD-1:
        "X" value not ok for Client customfield

And here's the script:

---BEGIN---
#!/usr/bin/perl

use lib qw(/opt/rt3/local/lib /opt/rt3/lib);

use RT;
use RTx::AssetTracker::Asset;
use Getopt::Std;
use strict;

our ($opt_h, $opt_f);
getopts('hf:');

RT::LoadConfig();
RT::Init();
my $at = RTx::AssetTracker::Asset->new(RT->SystemUser);
my $line;
my @csv_def = (
	'Name',
	'Status',
	'Type',
	'Description',
	'Client',
	'Location',
	'Manufacturer',
	'Model',
	'Serial Number',
	'OS Name',
	'Switch Type',
);

if ($opt_h || !$opt_f) {
	print "    Syntax: $0 [-h] -f {csvfile}\n";
	print "CSV Format: ";
	for (@csv_def) { print "\"$_\","; }
	print "\n";
	exit 0;
}

open(CSV, "< $opt_f") or die "$!\n";

# customfield columns in csv file
my (%cf_map, $cf_item);
for (@csv_def) { $cf_map{$_} = $cf_item++; }

while (<CSV>) {
	chomp; $line++;
	next if ($line == 1);	# Skip CSV Header
	s/^"//; s/"$//;
	my @csv = split(/"?,"?/);
	print $csv[0], ":\n";
	unless (my $id = $at->Load($csv[0])) {
		my ($id, $t, $msg) = $at->Create (
			Name => $csv[0],
			Status => $csv[1],
			Type => $csv[2],
			Description => $csv[3],
		);
		print "\t$msg\n" if ($msg);
	}
	my $atcf = $at->CustomFields();
	# check each customfield for this asset
	while (my $cf = $atcf->Next()) {
		# check to see if we have a CSV column for this customfield
 		if (my $col = $cf_map{$cf->Name}) {
			my $accept;
			if ($cf->Type eq "Select") {
				# read all selectable values for this customfield
				my $cfvs = $cf->Values;
				while (my $value = $cfvs->Next) {
					# check to see if new values is defined in select
					if ($value->Name eq $csv[$col]) {
						$accept = 1;
						last;
					}
				}
			} elsif ($cf->Type eq "Freeform") {
				$accept = 1;
			} else {
				print "\tneed more code for ".$cf->Type." customfield type\n";
			}
			if ($accept) {
  		     		my ($status, $msg) = $at->AddCustomFieldValue(
					Field => $cf->Id,
					Value => $csv[$col],
					RecordTransaction => 1,
				);
				print "\t$msg\n" if ($msg);
			} else {
				print "\t\"$csv[$col]\" value not ok for ".$cf->Name." customfield\n";
			}
		}
	}
}
---END---

-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From tjg at soe.ucsc.edu  Wed Apr 30 19:31:13 2008
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Wed, 30 Apr 2008 16:31:13 -0700
Subject: [rt-users] How To Change "RT at a Glance" Screen in 3.4.5?
Message-ID: <040401c8ab1a$478691c0$16317280@soe.cse.ucsc.edu>

Hello,

I was wondering: how would a user change his "RT at a Glance" screen so that
it showed all his new and open tickets instead of just the "10 highest
priority tickets I own" box?

This is for RT 3.4.5 running on CentOS 5.1. 

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg at soe.ucsc.edu
(831) 459-5354




From mathew.snyder at gmail.com  Wed Apr 30 22:16:28 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Wed, 30 Apr 2008 22:16:28 -0400
Subject: [rt-users] How To Change "RT at a Glance" Screen in 3.4.5?
In-Reply-To: <040401c8ab1a$478691c0$16317280@soe.cse.ucsc.edu>
References: <040401c8ab1a$478691c0$16317280@soe.cse.ucsc.edu>
Message-ID: <481927FC.7000306@gmail.com>

Each user can create Saved Search which then can be displayed via the Preferences.

Mathew

Tim Gustafson wrote:
> Hello,
> 
> I was wondering: how would a user change his "RT at a Glance" screen so that
> it showed all his new and open tickets instead of just the "10 highest
> priority tickets I own" box?
> 
> This is for RT 3.4.5 running on CentOS 5.1. 
> 
> Tim Gustafson
> SOE Webmaster
> UC Santa Cruz
> tjg at soe.ucsc.edu
> (831) 459-5354
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
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> 
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From lists_rt at amnesiamachine.com  Tue Apr 29 14:49:39 2008
From: lists_rt at amnesiamachine.com (lists_rt)
Date: Tue, 29 Apr 2008 12:49:39 -0600
Subject: [rt-users] Issue resolving tickets in SelfService
Message-ID: <E414A162-3B82-4D0D-B4E6-DF63095046DA@amnesiamachine.com>

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From victor at ambra.ro  Sun Apr  6 07:04:51 2008
From: victor at ambra.ro (Victor Sterpu)
Date: Sun, 06 Apr 2008 11:04:51 -0000
Subject: [rt-users] new language
Message-ID: <47F8ADF0.70705@ambra.ro>

I tranaslated the romanian language.

Can you add this file in the next versions?

In the file there are a lot off line marked with NOT FOUND IN SOURCE.

Some of there lines are not translated.

The file contains also a partial translation of RTFM.

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