From oliver.hookins at anchor.com.au Fri Aug 1 01:25:55 2008 From: oliver.hookins at anchor.com.au (Oliver Hookins) Date: Fri, 1 Aug 2008 15:25:55 +1000 Subject: [rt-users] Upgrading DBIx::SearchBuilder on RT 3.4.2 Message-ID: <20080801052555.GC7095@captain.bridge.anchor.net.au> Hi, I've read through a bunch of emails in the list archives many of which suggest upgrading SearchBuilder to fix bugs or improve query performance. We are running RT 3.4.2 (yes I know it's old but we have customisations and upgrading will take a while), and SearchBuilder 1.43. Could we upgrade SearchBuilder alone to the latest version 1.54 using cpan without any problems, or is upgrading it alone going to cause problems? -- Regards, Oliver Hookins Anchor Systems From gaurav at subisu.net.np Fri Aug 1 02:48:35 2008 From: gaurav at subisu.net.np (Gaurav Ghimire) Date: Fri, 01 Aug 2008 12:33:35 +0545 Subject: [rt-users] Any BenchMarkings?? Message-ID: <4892B1C3.30705@subisu.net.np> Dear all, I am to setup RT. I did some searches to see if any benchmarkings were done for RT as what OS had it worked fine on and with no such critical problems reported. For the moment I am using Ubuntu 8.04 Server just to see as how it performs in there. Any other updates or Benchmarkings done my any of other fellow users would be highly appreciable. Suggestions are welcome too! With Regards, Gaurav -- -- Disclaimer: This Email message along with any attachments is intended only for the addressee and may contain confidential and/or privileged information. If you have received this message in error, please notify sender immediately and delete this message from your system. If the reader is not the intended ecipient then any dissemination, distribution or copy of this communication is strictly prohibited. Reasonable precautions have been taken to ensure that this message is virus-free. However, Subisu Cablenet Pvt. Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 252 bytes Desc: OpenPGP digital signature URL: From tjrc at sanger.ac.uk Fri Aug 1 02:54:18 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Fri, 1 Aug 2008 07:54:18 +0100 Subject: [rt-users] Any BenchMarkings?? In-Reply-To: <4892B1C3.30705@subisu.net.np> References: <4892B1C3.30705@subisu.net.np> Message-ID: <5F6D273F-7320-4CAF-B0D5-ED05A94F5DC9@sanger.ac.uk> On 1 Aug 2008, at 7:48 am, Gaurav Ghimire wrote: > Dear all, > > I am to setup RT. I did some searches to see if any benchmarkings > were done for RT as what OS had it worked fine on and with no such > critical problems reported. I doubt it makes very much difference what OS you use. I use Debian, and it's fine. So Ubuntu will be fine also. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From gaurav at subisu.net.np Fri Aug 1 03:09:09 2008 From: gaurav at subisu.net.np (Gaurav Ghimire) Date: Fri, 01 Aug 2008 12:54:09 +0545 Subject: [rt-users] Any BenchMarkings?? In-Reply-To: <5F6D273F-7320-4CAF-B0D5-ED05A94F5DC9@sanger.ac.uk> References: <4892B1C3.30705@subisu.net.np> <5F6D273F-7320-4CAF-B0D5-ED05A94F5DC9@sanger.ac.uk> Message-ID: <4892B695.6010506@subisu.net.np> Tim Cutts wrote: > > On 1 Aug 2008, at 7:48 am, Gaurav Ghimire wrote: > >> Dear all, >> >> I am to setup RT. I did some searches to see if any benchmarkings >> were done for RT as what OS had it worked fine on and with no such >> critical problems reported. > > I doubt it makes very much difference what OS you use. I use Debian, > and it's fine. So Ubuntu will be fine also. > > Tim > > I found that ubuntu has pre-built packages for the purpose but I think building it on self would be more better compared to those apt installs, though recommendations come first!! :) I have not found to my record but does RT has any issues with vm machines (any one ever encountered issues with virtual machines). Regards, Gaurav -- Disclaimer: This Email message along with any attachments is intended only for the addressee and may contain confidential and/or privileged information. If you have received this message in error, please notify sender immediately and delete this message from your system. If the reader is not the intended ecipient then any dissemination, distribution or copy of this communication is strictly prohibited. Reasonable precautions have been taken to ensure that this message is virus-free. However, Subisu Cablenet Pvt. Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 252 bytes Desc: OpenPGP digital signature URL: From tjrc at sanger.ac.uk Fri Aug 1 03:21:04 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Fri, 1 Aug 2008 08:21:04 +0100 Subject: [rt-users] Any BenchMarkings?? In-Reply-To: <4892B695.6010506@subisu.net.np> References: <4892B1C3.30705@subisu.net.np> <5F6D273F-7320-4CAF-B0D5-ED05A94F5DC9@sanger.ac.uk> <4892B695.6010506@subisu.net.np> Message-ID: On 1 Aug 2008, at 8:09 am, Gaurav Ghimire wrote: > I found that ubuntu has pre-built packages for the purpose but I > think building it on self would be more better compared to those apt > installs, though recommendations come first!! :) My current production RT uses the packages of 3.4.2 which came with Debian Sarge. That worked fine, and the package maintainers have worked hard to make sure you can still customise it sensibly. I'm currently evaluating RT 3.8.0, on an Etch system. Obviously there are no pre-built debs this time, so I'm doing it the normal way. It's worth noting that RT 3.8 requires several perl modules at a more recent revision than that available in Etch, so I had to upgrade them. In Ubuntu Hardy Heron, you might have more luck, since that's more recent, and it may work out of the box, although you'll probably still have to install some perl modules which Debian (and therefore probably Ubuntu) don't have packaged yet. > > I have not found to my record but does RT has any issues with vm > machines (any one ever encountered issues with virtual machines). I don't see why it should. It's usually pretty hard to tell you're on a virtual machine at all, let alone finding any problems with it. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From torsten.brumm at Kuehne-Nagel.com Fri Aug 1 03:46:29 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 1 Aug 2008 09:46:29 +0200 Subject: [rt-users] Any BenchMarkings?? In-Reply-To: <4892B695.6010506@subisu.net.np> References: <4892B1C3.30705@subisu.net.np><5F6D273F-7320-4CAF-B0D5-ED05A94F5DC9@sanger.ac.uk> <4892B695.6010506@subisu.net.np> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940161CAE1@w3hamboex11.ger.win.int.kn> Hi, RT inside VM is running fine, we use it in some installations. We also use it under Mac OSX Tiger and Leopard without Problems. Our Production is running under RHEL 4 und AIX5. The Test System is under CentOS5. All are working fine. All are manual installed RT Versions. Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Gaurav Ghimire Gesendet: Freitag, 1. August 2008 09:09 An: Tim Cutts Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Any BenchMarkings?? Tim Cutts wrote: > > On 1 Aug 2008, at 7:48 am, Gaurav Ghimire wrote: > >> Dear all, >> >> I am to setup RT. I did some searches to see if any benchmarkings >> were done for RT as what OS had it worked fine on and with no such >> critical problems reported. > > I doubt it makes very much difference what OS you use. I use Debian, > and it's fine. So Ubuntu will be fine also. > > Tim > > I found that ubuntu has pre-built packages for the purpose but I think building it on self would be more better compared to those apt installs, though recommendations come first!! :) I have not found to my record but does RT has any issues with vm machines (any one ever encountered issues with virtual machines). Regards, Gaurav -- Disclaimer: This Email message along with any attachments is intended only for the addressee and may contain confidential and/or privileged information. If you have received this message in error, please notify sender immediately and delete this message from your system. If the reader is not the intended ecipient then any dissemination, distribution or copy of this communication is strictly prohibited. Reasonable precautions have been taken to ensure that this message is virus-free. However, Subisu Cablenet Pvt. Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments. From torsten.brumm at Kuehne-Nagel.com Fri Aug 1 03:49:49 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 1 Aug 2008 09:49:49 +0200 Subject: [rt-users] External Ticket Form w/ No Login In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D070@EXMIAMI01.compupay.com> References: <21FBB7331590B34F917A3211C8761A50034C864F@UDCEXMAIL01.us.trendnet.org> <7314881427FC8A4081673E8CEEA792490B70D070@EXMIAMI01.compupay.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940161CAEC@w3hamboex11.ger.win.int.kn> Hi, we use it this way: 1. A simple Webform which creates a preformated mail sent to RT 2. RT uses ExtractCustomFieldValues to scan the mail content and put information from mail text to Custom Fields. This is a easy setup and working fine. To your Problem with the No Login at all: I think this is not a good idea. What you can try is the RT-BugTracker-Public Interface from BPS Svn, which offers the functionality to access RT without login. Torsten ________________________________ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Helmuth Ramirez Gesendet: Donnerstag, 31. Juli 2008 23:50 An: mark_jaggers at trendmicro.com; rt-users at lists.bestpractical.com Betreff: Re: [rt-users] External Ticket Form w/ No Login You can try looking up Command by Mail in the archives. It can send e-mails with the custom fields and such to be submitted as tickets. So you could have a web front end for submission that generates an e-mail to RT. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of mark_jaggers at trendmicro.com Sent: Thursday, July 31, 2008 5:44 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] External Ticket Form w/ No Login Ok, I went through the archives and did not really find a good or easy answer to this question. Plus many of the posts are very old. We created an external form for RT 3.8.0 and resides on an external site. The form works fine for creating a ticket, except that it requires the person to login. We need to have an easy way to setup this form and RT so that anyone can submit a ticket using that form and are not required to login. Our form also includes custom fields. If it is not possible to do this, then is it possible to allow the user on the login page to create their own login or perhaps when the user submits the ticket, their email address automatically creates a login for them and RT auto generates a password. Out ultimate goal is to have the form submit a ticket without any logins at all. Any help would be appreciated. Mark TREND MICRO EMAIL NOTICE The information contained in this email and any attachments is confidential and may be subject to copyright or other intellectual property protection. If you are not the intended recipient, you are not authorized to use or disclose this information, and we request that you notify us by reply mail or telephone and delete the original message from your mail system. -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Fri Aug 1 03:52:49 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 1 Aug 2008 09:52:49 +0200 Subject: [rt-users] Any BenchMarkings?? In-Reply-To: References: <4892B1C3.30705@subisu.net.np> <5F6D273F-7320-4CAF-B0D5-ED05A94F5DC9@sanger.ac.uk> <4892B695.6010506@subisu.net.np> Message-ID: <20080801075249.GE3595@easter-eggs.com> On Fri, Aug 01, 2008 at 08:21:04AM +0100, Tim Cutts wrote: > > On 1 Aug 2008, at 8:09 am, Gaurav Ghimire wrote: > > I'm currently evaluating RT 3.8.0, on an Etch system. Obviously there > are no pre-built debs this time, so I'm doing it the normal way. It's > worth noting that RT 3.8 requires several perl modules at a more > recent revision than that available in Etch, so I had to upgrade > them. As I already said here, I made needed packages for etch here: http://rt.easter-eggs.org/debian/ this can help you ;) From tom at netspot.com.au Fri Aug 1 04:16:01 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Fri, 1 Aug 2008 17:46:01 +0930 Subject: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8BD1802@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B8BD16CC@SR-ES-EMAIL01.canyonpartners.local> <1216815932.27909.35.camel@squonk.lboro.ac.uk> <6A8A671AFE630144BC8AE1D84E6700B8BD1802@SR-ES-EMAIL01.canyonpartners.local> Message-ID: On 24/07/2008, at 8:21 AM, Sean McCreadie wrote: > Thanks everyone for the help on this so far. I was able to get > fastcgi compiled correctly, I think, but when I go to start Apache I > get this error now: > > Stopping httpd: [FAILED] > Starting httpd: httpd: Syntax error on line 210 of /etc/httpd/conf/ > httpd.conf: Syntax error on line 1 of /etc/httpd/conf.d/ > FastCGI.conf: Cannot load /etc/httpd/modules/mod_fastcgi.so into > server: /etc/httpd/modules/mod_fastcgi.so: wrong ELF class: ELFCLASS32 > [FAILED] > > > I followed the Wiki for RHEL4 and the advice in this email trail and > it seemed to work flawlessly until I tried to start the service. > Any input would be greatly appreciated. Thanks again Sean, Looks like you're building 32 bit mod_fastcgi but your system is 64 bit. If on x86_64 bit you should be building mod_fastcgi against /usr/ lib64/httpd, not /usr/lib/httpd. Not familiar with the instructions in the wiki but I built some mod_fastcgi RPMS and wrote a spec file for our CentOS 5 environments. I can provide you with a src RPM and x86_64 RPM for mod_fastcgi-2.4.6 off-list if you need (100k each). Regards, Tom -- Tom Lanyon Systems Administrator NetSpot Pty Ltd From tom at netspot.com.au Fri Aug 1 04:20:52 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Fri, 1 Aug 2008 17:50:52 +0930 Subject: [rt-users] Any BenchMarkings?? In-Reply-To: <4892B695.6010506@subisu.net.np> References: <4892B1C3.30705@subisu.net.np> <5F6D273F-7320-4CAF-B0D5-ED05A94F5DC9@sanger.ac.uk> <4892B695.6010506@subisu.net.np> Message-ID: <5C9DC530-D2DA-4014-B551-209FF1039A04@netspot.com.au> On 01/08/2008, at 4:39 PM, Gaurav Ghimire wrote: > I found that ubuntu has pre-built packages for the purpose but I > think building it on self would be more better compared to those apt > installs, though recommendations come first!! :) > > I have not found to my record but does RT has any issues with vm > machines (any one ever encountered issues with virtual machines). > > Regards, > > Gaurav We've run RT 3.6.4 on Gentoo for a long time but, more recently, have three xen virtual machines running CentOS 5.x with misc other versions of RT 3.6 + 3.8 for testing and development. No problems. Regards, Tom -- Tom Lanyon Systems Administrator NetSpot Pty Ltd From tjrc at sanger.ac.uk Fri Aug 1 05:09:21 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Fri, 1 Aug 2008 10:09:21 +0100 Subject: [rt-users] Any BenchMarkings?? In-Reply-To: <20080801075249.GE3595@easter-eggs.com> References: <4892B1C3.30705@subisu.net.np> <5F6D273F-7320-4CAF-B0D5-ED05A94F5DC9@sanger.ac.uk> <4892B695.6010506@subisu.net.np> <20080801075249.GE3595@easter-eggs.com> Message-ID: On 1 Aug 2008, at 8:52 am, Emmanuel Lacour wrote: > On Fri, Aug 01, 2008 at 08:21:04AM +0100, Tim Cutts wrote: >> >> On 1 Aug 2008, at 8:09 am, Gaurav Ghimire wrote: >> >> I'm currently evaluating RT 3.8.0, on an Etch system. Obviously >> there >> are no pre-built debs this time, so I'm doing it the normal way. >> It's >> worth noting that RT 3.8 requires several perl modules at a more >> recent revision than that available in Etch, so I had to upgrade >> them. > > As I already said here, I made needed packages for etch here: > > http://rt.easter-eggs.org/debian/ > > this can help you ;) > > _ Cool, sorry, I missed that before. Excellent. That will save me a lot of effort when I make a production system. :-) Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From tbskyd at gmail.com Fri Aug 1 05:10:25 2008 From: tbskyd at gmail.com (d tbsky) Date: Fri, 1 Aug 2008 17:10:25 +0800 Subject: [rt-users] how to use ticketbookmark? Message-ID: <49002b820808010210l7f9beecet72818d32e60cf7be@mail.gmail.com> hi: i am trying rt 3.8. i saw there is a "star" which can toggle for every ticket. i think it is like gmail. but i didn't find anywhere to use it. can i list all the "marked" ticket or where should it use it? thanks for help!! From b.desmond at realu.com.sg Fri Aug 1 05:36:26 2008 From: b.desmond at realu.com.sg (Brian Desmond) Date: Fri, 1 Aug 2008 17:36:26 +0800 Subject: [rt-users] RT stopped working after latest yum updates Message-ID: <008c01c8f3ba$18496930$48dc3b90$@desmond@realu.com.sg> Hi All, This now seems to be fixed for me. Here's how: Similar story here - CentOS 5.2 / rt-3.6.6 After yum updates, apache would not restart: [Mon Jul 28 10:33:48 2008] [error] File::Temp version 0.18 required--this is only version 0.16 at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nCompilation failed in require at /opt/rt3/lib/RT/I18N.pm line 64.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 64.\nCompilation failed in require at /opt/rt3/lib/RT.pm line 50.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 50.\nCompilation failed in require at /opt/rt3/bin/webmux.pl line 68.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 68.\nCompilation failed in require at (eval 2) line 1.\n The perl update installed by yum clobbered version 0.20 of File::Temp installed for RT. After re-installing it, apache would start, but the RT login page was blank - the browser did not attempt to download any file. make fixdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with-mysql [...snip...] Everything was found. My Scalar::Util was from Scalar-List-Utils-1.19 was from my Bugzilla 3.0.x install. Inspite of all seeming to be good with Bugzilla, I reinstalled it based on Jesse's hunch below, restarted Apache, and I now can log in. Thus far, things now seem to be back to normal. Regards, Brian On Jul 21, 2008, at 2:56 AM, Kobus Bensch wrote: > Hi Jesse > > I have managed to resolve the issues here. > > I only have one last issue. All RT emails are stuck in the sendmail > queue with this error: > > (Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPF) > "|/opt/rt3/bin/rt-mailgate --queue 'IT > > Can you help with this please? > Just tell sendmail to run the queue again now that RT is accepting mail again. > Thanks > > Kobus > Quoting Jesse Vincent : > > > > > On Jul 16, 2008, at 12:19 PM, Mark E. Walker wrote: > > > >> Hi Kobus, > >> > >> I had the same problem about two weeks ago. Unfortunately, I never > >> did find out EXACTLY what the problem was, however, an upgrade to > >> 3.8 fixed it. Testdeps and fixdeps didn't help me, everything was > >> there. > >> > > It's almost certainly Scalar::Util being reinstalled "incorrectly." > > If you reinstall it, the issue should go away. > > > > -jesse > > > >> My upgrade consisted of backing up the database, blowing away the > >> site, and doing the upgrade install as per the README. > >> > >> Now the Upgrade install did the required testdeps/fixdeps, and that > >> may have done something after blowing away the site. I'm not sure. > >> > >> During my testing I found out the following: If I removed the > >> perlhandler directive in the apache config, the site came up, but > it > >> was the "you're almost there" page. Putting it back in brought up > >> the download again. I had no errors anywhere in any log files. > >> > >> My guess is that mason is crashing somewhere and the resulting zero > >> length file returned to the browser doesn't have any mime type so > it > >> tries to download a file. Unfortunately, fixing that is beyond my > >> current level with RT/Perl and Mason. > >> > >> I know this may not have helped much, and I apologize, but maybe it > >> will provide a little more info to get you or the community on the > >> way. > >> > >> Let us know what you eventually do to fix this. I think it's going > >> to be a recurring theme with the perl/myself update. > >> > >> mw > >> > >> > >> -----Original Message----- > >> From: rt-users-bounces at lists.bestpractical.com > >> [mailto:rt-users-bounces at lists.bestpractical.com > >> ] On Behalf Of Drew Barnes > >> Sent: Wednesday, July 16, 2008 9:02 AM > >> To: Kobus Bensch; rt-users at lists.bestpractical.com > >> Subject: Re: [rt-users] RT stopped working after latest yum updates > >> > >> Sounds like the perl/mysql update will require some perl module > >> updates. make fixdeps may do you some good. > >> > >> > >> Kobus Bensch wrote: > >>> > >>> There was 215 updates including perl and mysql. I will post the > full > >>> log here in a bit. > >>> > >>> Kobus > >>> > >>> Quoting Drew Barnes : > >>> > >>>> What did yum update? > >>>> > >>>> > >>>> Kobus Bensch wrote: > >>>>> > >>>>> Hi all > >>>>> > >>>>> I use RT 3.6.5 on Centos5. Last night I performed a rather large > >>>>> yum update and since then rt stopped working. When I go to the > rt > >>>>> webpage it comes up with a windows asking if I want to > download a > >>>>> file. > >>>>> > >>>>> Can anybody help with this please. > >>>>> > >>>>> Let em know if you need more info > >>>>> > >>>>> Kobus > >>>>> > >>>>> > >>>>> > >>> > ------------------------------------------------------------------------ > >>>>> > >>>>> _______________________________________________ > >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>>> > >>>>> Community help: http://wiki.bestpractical.com > >>> > >>>>> Commercial support: sales at bestpractical.com > >>>>> > >>>>> > >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly > >>>>> Media. Buy a copy at http://rtbook.bestpractical.com > >>> > >>>> > >>>> -- > >>>> Drew Barnes > >>>> Applications Analyst > >>>> Network Resources Department > >>>> Raymond Walters College > >>>> University of Cincinnati > >>> > >>> > >> > >> -- > >> Drew Barnes > >> Applications Analyst > >> Network Resources Department > >> Raymond Walters College > >> University of Cincinnati > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From st at mobilepeople.com Fri Aug 1 07:02:46 2008 From: st at mobilepeople.com (Sebastien Termeau) Date: Fri, 1 Aug 2008 13:02:46 +0200 Subject: [rt-users] Requestor cannot change ticket status In-Reply-To: <4891EB78.8010405@lbl.gov> References: <359a4bc30807310133r3716639brfc74cfd550ae4f11@mail.gmail.com> <4891EB78.8010405@lbl.gov> Message-ID: <359a4bc30808010402y5e6a773gc8a3ff2b50ac6842@mail.gmail.com> Kenn, Yes, in the interface, they can see the ticket and they can also reply. However there is nothing else they can do. I forgot to specify that this user was automatically created and the "Let this user be granted rights" checkbox is not checked. I tried to add every possible right to the group requestor ( except those starting with admin ) and my user still cannot change the status of his own ticket. The only solution seems to check the "Let this user be granted rights" checkbox but I would like to avoid this. Thanks On Thu, Jul 31, 2008 at 6:42 PM, Kenneth Crocker wrote: > Sebastian, > > > To what extent can they NOT do it? You didn't mention "SeeQueue" or > "ShowTicket" privileges. Can they see the ticket so they can modify it? What > exactly is happening? > > > Kenn > LBNL > > On 7/31/2008 1:33 AM, Sebastien Termeau wrote: >> >> Hi RT-Users >> >> I have installed RT 3.6.7 for my company. >> Everything is working fine. >> I just would like to allow unprivileged requestors to change the >> status of their own ticket. >> In the global group right configuration tab, requestor are allowed to >> - ModifyTicket >> - ReplyToTicket >> - ShowTicket >> >> In the manual, it is said that ModifyTicket should allow the user to >> change the status of the ticket. >> Do you have an idea of why it is not working for me? >> >> Many thanks >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >> copy at http://rtbook.bestpractical.com >> > > From kristian.davies at gmail.com Fri Aug 1 07:14:18 2008 From: kristian.davies at gmail.com (Kristian Davies) Date: Fri, 1 Aug 2008 12:14:18 +0100 Subject: [rt-users] Basic setup... Message-ID: Q: I have a working setup fresh install authenticating against AD. Problem is, i have no super users as it's a fresh install. I hear there is a root/password account but in order to use that i have to disable AD authentication in my apache.conf. As per: ServerName rnd-test.mpc.local ServerAlias rnd-test PerlRequire /disk1/web/vhost/rnd-test.mpc.local/rt/bin/webmux.pl AddDefaultCharset UTF-8 DocumentRoot /disk1/web/vhost/rnd-test.mpc.local/rt/share/html ErrorLog /disk1/web/vhost/rnd-test.mpc.local/log/error.log CustomLog /disk1/web/vhost/rnd-test.mpc.local/log/access.log combined SetHandler perl-script PerlHandler RT::Mason Depending on how much i kick the apache.conf I either get the message "Well done, you're almost there" or a 404 and the error below. [Fri Aug 1 10:31:45 2008] [warning]: [Mason] Cannot resolve file to component: /disk1/web/vhost/rnd-test.mpc.local/rt/share/html/index.html (is file outside component root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852. (/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852) CentOS 4.4 RT 3.6.5 Postgres Apache2 mod_perl2 Any ideas? Cheers, Kristian From ruz at bestpractical.com Fri Aug 1 10:24:56 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 1 Aug 2008 18:24:56 +0400 Subject: [rt-users] how to use ticketbookmark? In-Reply-To: <49002b820808010210l7f9beecet72818d32e60cf7be@mail.gmail.com> References: <49002b820808010210l7f9beecet72818d32e60cf7be@mail.gmail.com> Message-ID: <589c94400808010724q5ae0e12cge9f31f9834dca2df@mail.gmail.com> Either reset your "RT at glance" page to defaults or add "Bookmarked Tickets" portlet to it. On Fri, Aug 1, 2008 at 1:10 PM, d tbsky wrote: > hi: > i am trying rt 3.8. i saw there is a "star" which can toggle for > every ticket. i think it is like gmail. > but i didn't find anywhere to use it. can i list all the "marked" > ticket or where should it use it? > thanks for help!! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Fri Aug 1 10:39:55 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 1 Aug 2008 18:39:55 +0400 Subject: [rt-users] Basic setup... In-Reply-To: References: Message-ID: <589c94400808010739i66e43d2cg2eab84ea479d6c48@mail.gmail.com> http://wiki.bestpractical.com/view/ManualApacheConfig On Fri, Aug 1, 2008 at 3:14 PM, Kristian Davies wrote: > Q: I have a working setup fresh install authenticating against AD. > Problem is, i have no super users as it's a fresh install. I hear > there is a root/password account but in order to use that i have to > disable AD authentication in my apache.conf. As per: > > > > ServerName rnd-test.mpc.local > ServerAlias rnd-test > > PerlRequire /disk1/web/vhost/rnd-test.mpc.local/rt/bin/webmux.pl > AddDefaultCharset UTF-8 > > DocumentRoot /disk1/web/vhost/rnd-test.mpc.local/rt/share/html > > ErrorLog /disk1/web/vhost/rnd-test.mpc.local/log/error.log > CustomLog /disk1/web/vhost/rnd-test.mpc.local/log/access.log combined > > > SetHandler perl-script > PerlHandler RT::Mason > > > > > Depending on how much i kick the apache.conf I either get the message > "Well done, you're almost there" or a 404 and the error below. > > [Fri Aug 1 10:31:45 2008] [warning]: [Mason] Cannot resolve file to > component: /disk1/web/vhost/rnd-test.mpc.local/rt/share/html/index.html > (is file outside component root?) at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852. > (/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852) > > > CentOS 4.4 > RT 3.6.5 > Postgres > Apache2 > mod_perl2 > > Any ideas? > > Cheers, > Kristian > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mathew.snyder at gmail.com Fri Aug 1 10:28:32 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Fri, 01 Aug 2008 10:28:32 -0400 Subject: [rt-users] This message will be sent to... question Message-ID: <48931D90.4070004@gmail.com> When commenting on or adding correspondence to a ticket via the web UI the To: recipient is listed as "AdminCc of companyname Ticket #xxxx". When doing the same via email and Reply All, one of the recipients is listed as "AdminCc of companyname Ticket #xxxx". This, of course, isn't a valid email address so results in a bounced message from our email server on that particular "address". The other email address, be it the comment or correspondence address makes it through though (as expected). I've never seen this behaviour before I started administering the RT system here at my new job. It never came up at my last job. Anyone know what would be causing this? RT v3.6.8 on openSuSE 10.3. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom From kristian.davies at gmail.com Fri Aug 1 10:56:33 2008 From: kristian.davies at gmail.com (Kristian Davies) Date: Fri, 1 Aug 2008 15:56:33 +0100 Subject: [rt-users] Basic setup... In-Reply-To: <589c94400808010739i66e43d2cg2eab84ea479d6c48@mail.gmail.com> References: <589c94400808010739i66e43d2cg2eab84ea479d6c48@mail.gmail.com> Message-ID: On Fri, Aug 1, 2008 at 3:39 PM, Ruslan Zakirov wrote: > http://wiki.bestpractical.com/view/ManualApacheConfig After kicking it to death it was actually: #Set($WebExternalAuth , 1); #Set($WebFallbackToInternalAuth , 'true'); #Set($WebExternalGecos , undef); #Set($WebExternalAuto , 1); Leaving apache.conf as: PerlModule Apache::DBI PerlRequire /disk1/web/vhost/rnd-test.mpc.local/rt/bin/webmux.pl AddDefaultCharset UTF-8 DocumentRoot /disk1/web/vhost/rnd-test.mpc.local/rt/share/html ErrorLog /disk1/web/vhost/rnd-test.mpc.local/log/error.log CustomLog /disk1/web/vhost/rnd-test.mpc.local/log/access.log combined PerlLoadModule Apache2::MultiAuth PerlSetVar MSADDomain MYAD.mpc.local PerlSetVar MSADServer smoo1.mpc.local PerlSetVar MSPort 639 PerlSetVar MSADTLS yes AuthModule Apache2::AuthenMSAD PerlAuthenHandler Apache2::MultiAuth AllowOverride all SetHandler perl-script PerlHandler RT::Mason Require valid-user AuthType Basic AuthName "UNIX or Windows Login" Cheers, Kristian From jesse at bestpractical.com Fri Aug 1 11:33:27 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 1 Aug 2008 11:33:27 -0400 Subject: [rt-users] This message will be sent to... question In-Reply-To: <48931D90.4070004@gmail.com> References: <48931D90.4070004@gmail.com> Message-ID: On Aug 1, 2008, at 10:28 AM, Mathew Snyder wrote: > When commenting on or adding correspondence to a ticket via the web UI > the To: recipient is listed as "AdminCc of companyname Ticket #xxxx". > When doing the same via email and Reply All, one of the recipients is > listed as "AdminCc of companyname Ticket #xxxx". This, of course, > isn't > a valid email address Actually, it's RFC-compliant. But not all mail servers are your friend. See UseFriendlyToLine in the config file to get it sorted out. -j > so results in a bounced message from our email > server on that particular "address". The other email address, be it > the > comment or correspondence address makes it through though (as > expected). > > I've never seen this behaviour before I started administering the RT > system here at my new job. It never came up at my last job. Anyone > know what would be causing this? > > RT v3.6.8 on openSuSE 10.3. > > -Mathew > -- > Keep up with my goings on at http://feeds.feedburner.com/ > theillien_atom > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From curtisb at vianet.ca Fri Aug 1 11:59:43 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 01 Aug 2008 11:59:43 -0400 Subject: [rt-users] Shredder Indexes Message-ID: <489332EF.8010106@vianet.ca> I'm just curious if the Indexes recommended by the old RTx-Shredder-0.07 documentation are still recommended, I would assume yes unless the queries have changed. I know a few were added to the default schema, but there's a couple others. I'm just wondering since the indexes can be rather large and take up quite a bit of memory if you want to cache them in the memory buffer. I'm guessing some may be redundant with MySQL 5.x's index_merge.. http://dev.mysql.com/doc/refman/5.0/en/index-merge-optimization.html CREATE INDEX SHREDDER_TXN1 ON Transactions(ReferenceType, OldReference); CREATE INDEX SHREDDER_TXN2 ON Transactions(ReferenceType, NewReference); CREATE INDEX SHREDDER_TXN3 ON Transactions(Type, OldValue); CREATE INDEX SHREDDER_TXN4 ON Transactions(Type, NewValue); From hijinks at gmail.com Fri Aug 1 13:06:38 2008 From: hijinks at gmail.com (Mike Zupan) Date: Fri, 1 Aug 2008 13:06:38 -0400 Subject: [rt-users] acknowledgement email Message-ID: <7227c6c70808011006u6b6ba942s686e48e06ff8148a@mail.gmail.com> Does RT provide a way to send an acknowledgement email when it gets a ticket in via email? Thanks Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Fri Aug 1 13:25:54 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 01 Aug 2008 10:25:54 -0700 Subject: [rt-users] acknowledgement email In-Reply-To: <7227c6c70808011006u6b6ba942s686e48e06ff8148a@mail.gmail.com> References: <7227c6c70808011006u6b6ba942s686e48e06ff8148a@mail.gmail.com> Message-ID: <48934722.60303@lbl.gov> Mike, Yep. It's an autoreply on create. Not sure what the default RT name is since we customize all of our scrips. Kenn LBNL On 8/1/2008 10:06 AM, Mike Zupan wrote: > Does RT provide a way to send an acknowledgement email when it gets a > ticket in via email? > > Thanks > Mike > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Fri Aug 1 13:33:03 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 01 Aug 2008 10:33:03 -0700 Subject: [rt-users] Requestor cannot change ticket status In-Reply-To: <359a4bc30808010402y5e6a773gc8a3ff2b50ac6842@mail.gmail.com> References: <359a4bc30807310133r3716639brfc74cfd550ae4f11@mail.gmail.com> <4891EB78.8010405@lbl.gov> <359a4bc30808010402y5e6a773gc8a3ff2b50ac6842@mail.gmail.com> Message-ID: <489348CF.9030701@lbl.gov> Sebastian, You've hit the nail buddy. Roles are like "psuedo" groups, so an unprivileged user CAN be part of them. But a user can only be part of a "User-defined" group (with more serious privileges than "Reply", etc.) if they are "privileged". Your user, although defined to RT, is not a "Privileged" user, so certain rights will NOT be allowed for them until that second box is checked. It seems a bit convoluted at first, but the distinction is necessary if you wanted to grant SOME rights to "Unprivileged" users due to emails, cc's (defined as "others" for notification scrips), etc. Good guess. Kenn LBNL On 8/1/2008 4:02 AM, Sebastien Termeau wrote: > Kenn, > > Yes, in the interface, they can see the ticket and they can also reply. > However there is nothing else they can do. > I forgot to specify that this user was automatically created and the > "Let this user be granted rights" checkbox is not checked. > I tried to add every possible right to the group requestor ( except > those starting with admin ) and my user still cannot change the status > of his own ticket. > The only solution seems to check the "Let this user be granted rights" > checkbox but I would like to avoid this. > > Thanks > > On Thu, Jul 31, 2008 at 6:42 PM, Kenneth Crocker wrote: >> Sebastian, >> >> >> To what extent can they NOT do it? You didn't mention "SeeQueue" or >> "ShowTicket" privileges. Can they see the ticket so they can modify it? What >> exactly is happening? >> >> >> Kenn >> LBNL >> >> On 7/31/2008 1:33 AM, Sebastien Termeau wrote: >>> Hi RT-Users >>> >>> I have installed RT 3.6.7 for my company. >>> Everything is working fine. >>> I just would like to allow unprivileged requestors to change the >>> status of their own ticket. >>> In the global group right configuration tab, requestor are allowed to >>> - ModifyTicket >>> - ReplyToTicket >>> - ShowTicket >>> >>> In the manual, it is said that ModifyTicket should allow the user to >>> change the status of the ticket. >>> Do you have an idea of why it is not working for me? >>> >>> Many thanks >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >>> copy at http://rtbook.bestpractical.com >>> >> > From mathew.snyder at gmail.com Fri Aug 1 13:51:46 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Fri, 01 Aug 2008 13:51:46 -0400 Subject: [rt-users] This message will be sent to... question In-Reply-To: References: <48931D90.4070004@gmail.com> Message-ID: <48934D32.1010805@gmail.com> Yeah, I'm not surprised that it's RFC-Compliant as you folks at BP do a good job of working with standards. I just hadn't seen it before because we used the UseFriendlyToLine parameter at my old job. But, having always had it in place I never had cause to figure out what it really did. Thanks -Mathew Jesse Vincent wrote: > > On Aug 1, 2008, at 10:28 AM, Mathew Snyder wrote: > >> When commenting on or adding correspondence to a ticket via the web UI >> the To: recipient is listed as "AdminCc of companyname Ticket #xxxx". >> When doing the same via email and Reply All, one of the recipients is >> listed as "AdminCc of companyname Ticket #xxxx". This, of course, isn't >> a valid email address > > Actually, it's RFC-compliant. But not all mail servers are your friend. > > See UseFriendlyToLine in the config file to get it sorted out. > > -j > > >> so results in a bounced message from our email >> server on that particular "address". The other email address, be it the >> comment or correspondence address makes it through though (as expected). >> >> I've never seen this behaviour before I started administering the RT >> system here at my new job. It never came up at my last job. Anyone >> know what would be causing this? >> >> RT v3.6.8 on openSuSE 10.3. >> >> -Mathew >> -- >> Keep up with my goings on at http://feeds.feedburner.com/theillien_atom >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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://feeds.feedburner.com/theillien_atom From mathew.snyder at gmail.com Fri Aug 1 13:55:19 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Fri, 01 Aug 2008 13:55:19 -0400 Subject: [rt-users] This message will be sent to... question In-Reply-To: References: <48931D90.4070004@gmail.com> Message-ID: <48934E07.5090904@gmail.com> And I can only guess that Exchange is one that doesn't handle it very well. Although, I think our actual relay might be sendmail which, based on the comments in RT_SiteConfig.pm doesn't work with it. -Mathew Jesse Vincent wrote: > > On Aug 1, 2008, at 10:28 AM, Mathew Snyder wrote: > >> When commenting on or adding correspondence to a ticket via the web UI >> the To: recipient is listed as "AdminCc of companyname Ticket #xxxx". >> When doing the same via email and Reply All, one of the recipients is >> listed as "AdminCc of companyname Ticket #xxxx". This, of course, isn't >> a valid email address > > Actually, it's RFC-compliant. But not all mail servers are your friend. > > See UseFriendlyToLine in the config file to get it sorted out. > > -j > > >> so results in a bounced message from our email >> server on that particular "address". The other email address, be it the >> comment or correspondence address makes it through though (as expected). >> >> I've never seen this behaviour before I started administering the RT >> system here at my new job. It never came up at my last job. Anyone >> know what would be causing this? >> >> RT v3.6.8 on openSuSE 10.3. >> >> -Mathew >> -- >> Keep up with my goings on at http://feeds.feedburner.com/theillien_atom >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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://feeds.feedburner.com/theillien_atom From smccreadie at CanyonPartners.com Fri Aug 1 14:37:42 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Fri, 1 Aug 2008 11:37:42 -0700 Subject: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI In-Reply-To: References: <6A8A671AFE630144BC8AE1D84E6700B8BD16CC@SR-ES-EMAIL01.canyonpartners.local> <1216815932.27909.35.camel@squonk.lboro.ac.uk> <6A8A671AFE630144BC8AE1D84E6700B8BD1802@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8BD1D82@SR-ES-EMAIL01.canyonpartners.local> Tom, The 64 bit RPM's would be a big help. This is the first time I have built a 64 bit RT server, and im lost on a few points like this. Thanks a lot for the reply and help! Sean -----Original Message----- From: Tom Lanyon [mailto:tom at netspot.com.au] Sent: Friday, August 01, 2008 1:16 AM To: Sean McCreadie Cc: Graeme Fowler; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI On 24/07/2008, at 8:21 AM, Sean McCreadie wrote: > Thanks everyone for the help on this so far. I was able to get > fastcgi compiled correctly, I think, but when I go to start Apache I > get this error now: > > Stopping httpd: [FAILED] > Starting httpd: httpd: Syntax error on line 210 of /etc/httpd/conf/ > httpd.conf: Syntax error on line 1 of /etc/httpd/conf.d/ > FastCGI.conf: Cannot load /etc/httpd/modules/mod_fastcgi.so into > server: /etc/httpd/modules/mod_fastcgi.so: wrong ELF class: ELFCLASS32 > [FAILED] > > > I followed the Wiki for RHEL4 and the advice in this email trail and > it seemed to work flawlessly until I tried to start the service. > Any input would be greatly appreciated. Thanks again Sean, Looks like you're building 32 bit mod_fastcgi but your system is 64 bit. If on x86_64 bit you should be building mod_fastcgi against /usr/ lib64/httpd, not /usr/lib/httpd. Not familiar with the instructions in the wiki but I built some mod_fastcgi RPMS and wrote a spec file for our CentOS 5 environments. I can provide you with a src RPM and x86_64 RPM for mod_fastcgi-2.4.6 off-list if you need (100k each). Regards, Tom -- Tom Lanyon Systems Administrator NetSpot Pty Ltd From jesse at bestpractical.com Fri Aug 1 15:00:29 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 1 Aug 2008 15:00:29 -0400 Subject: [rt-users] This message will be sent to... question In-Reply-To: <48934E07.5090904@gmail.com> References: <48931D90.4070004@gmail.com> <48934E07.5090904@gmail.com> Message-ID: <04344CD5-3424-4386-A970-87835BF72F06@bestpractical.com> On Aug 1, 2008, at 1:55 PM, Mathew Snyder wrote: > And I can only guess that Exchange is one that doesn't handle it > very well. Although, I think our actual relay might be sendmail > which, based on the comments in RT_SiteConfig.pm doesn't work with it. Sadly, neither does Apple's Mail.app. I'm seriously considering changing the default. From shildret at scotth.emsphone.com Fri Aug 1 17:35:06 2008 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Fri, 01 Aug 2008 16:35:06 -0500 Subject: [rt-users] History for a Ticket not displaying Message-ID: <1217626506.35076.183.camel@scotth.emsphone.com> Hello all, We are running 3.6.3 (soon moving to 3.8.x). One of the tickets in our system is not displaying the history on the Ticket Metadata page, even the History title doesn't show up. Other Tickets in the Queue show the History. All the transactions are in the db for that ticket #, so am not sure how the history display got turned off. Any ideas on how this could occur? Thanks, Scott From shildreth at allantgroup.com Fri Aug 1 18:07:43 2008 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Fri, 01 Aug 2008 17:07:43 -0500 Subject: [rt-users] History for a Ticket not displaying In-Reply-To: <589c94400808011450j5c24a708w79ba553536ddee3@mail.gmail.com> References: <1217626506.35076.183.camel@scotth.emsphone.com> <589c94400808011450j5c24a708w79ba553536ddee3@mail.gmail.com> Message-ID: <1217628464.35076.187.camel@scotth.emsphone.com> That was it, I saw the segfaults in the error log. Thanks Ruslan! On Sat, 2008-08-02 at 01:50 +0400, Ruslan Zakirov wrote: > It could be segmentation fault caused be perl and Text::Quoted module. > Update that module to the latest version available from the CPAN, > stop/start server. Check that RT server uses new version of the module > using Web UI -> Configuration -> Tools ->System Configuration. Test > ticket. > > On Sat, Aug 2, 2008 at 1:35 AM, Scott T. Hildreth > wrote: > > Hello all, > > > > We are running 3.6.3 (soon moving to 3.8.x). One of the tickets in > > our system is not displaying the history on the Ticket Metadata page, > > even the History title doesn't show up. Other Tickets in the Queue show > > the History. All the transactions are in the db for that ticket #, so > > am not sure how the history display got turned off. Any ideas on how > > this could occur? > > > > > > Thanks, > > Scott > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > From tbskyd at gmail.com Sat Aug 2 00:44:26 2008 From: tbskyd at gmail.com (d tbsky) Date: Sat, 2 Aug 2008 12:44:26 +0800 Subject: [rt-users] rt upgrade experience Message-ID: <49002b820808012144w62ccfd84sfa0ea54c8dc0a020@mail.gmail.com> Hi: we are using rt 3.4.5. i try to upgrade it to rt 3.8.0 this week. i have tried several times. it is not success. i will share my experience below, there are many things which are not in the rt document. 1. you should not touch the original rt system. so you need to prepare another two machine, one to upgrade rt, and one to install new rt. then you can compare the upgraded rt with the new rt to make sure everything is correct. 2. make sure the engine you want to use. the default in rt 3.8.0 is mysql and fastcgi. you should change what you want with "configure". the install procedure won't look what's in your system. it still want fastcgi even you have modperl installed if you didn't tell it. 3. install the missing perl modules with CPAN as the document said. i failed several times until i realized that i forgot install one important component, it's called "perl-devel" in my mandriva linux. without it some perl mouduls won't compile. 4. although "make fixdeps" is success, and "make testdeps" is ok. it is not enough. you will suffered by old and missing perl modules. in my case, i need to upgarde the DBD::mysql and DBI to newest version. or the script mentioned in document " UPGRADING.mysql" can not run. you can take a look at "rt.log" to see what is missing. i install the "GraphViz" module to satisfy one complain. it still complain me it can not find gpg at /opt/rt3/var/data. i don't have that directory and i don't know what to put in it. so i just let it go. 5. install the new rt. it should be easy. remember fix the RT_SiteConfig.pm. you can see what function is in rt 3.8.0. 6. copy the old rt database to the upgrade machines now. i tried to use "mysqldump" to export then import. but the binary data(attachment file) corrupt in my upgrade machine. i don't know why. my old mysql is 4.0 and my new mysql is 5.0. finally i just rsync all the mysql files from old to new, and start the mysql daemon to make it happy. 7. run the upgrade script "rt-setup-database --dba root --prompt-for-dba-password --action upgrade". the script didn't mentioned in the document. the document ask you to run many scripts by hand. 8. run "perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass > sql.queries". the syntax is error in the document.then run "mysql -u root -p rt3 < sql.queries" to convert mysql 9. rt need to use utf8 to connect mysql, or the old data can not present correctly. patch rt or modify mysql config files. 10. everything is done. but when i connect rt 3.8.0, i only saw empty page in "RT at glance". i can modify personal "RT at glance". but if i tried to modify the global "RT at glance". it would give me error messages. 11. I re-run the upgrade script in step 7. it can not complete (duplicate tables). but it fix empty "RT at glance". 12. compare to new RT, my upgraded RT didn't have any column about "bookmarked tickets". in "RT at glance" so i know my upgrade is failed. 13. i think the old database didn't convert to rt 3.8.0 format correctly. but i don't know how to make it right. the step 8 and 9 didn't do it correctly. maybe i should run scripts in step 8 manually? or maybe i misses some important steps? any suggestions? thanks a lot for help!! From rainer at ultra-secure.de Sat Aug 2 01:17:44 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sat, 2 Aug 2008 07:17:44 +0200 Subject: [rt-users] RT 3.8 - clicking on the searches on the "at a glance" page results in URLs with localhost Message-ID: Hi, when I click on either the "10 newest unowned tickets" or "10 highest priority tickets I own"-link, a URL with "localhost:80" geht's created. I can create "normal" searches and they work - though, I don't know if it is supposed to be normal that clicking on the "And/Or" button changes all ANDs to OR and vice-versa. I would have expected it to change only the selected line. This is my test-install - I'll probably wait for 3.8.1 before I update my production system - but I'd like to know what causes this. This is RT3.8 on FreeBSD7 with PostgreSQL 8.3.9, apache 2.2.9 and modperl2, upgrade from 3.6.3. Has anyone seen this? RT3.8 looks nice, though. cheers, Rainer From ruz at bestpractical.com Sat Aug 2 01:37:55 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 2 Aug 2008 09:37:55 +0400 Subject: [rt-users] rt upgrade experience In-Reply-To: <49002b820808012144w62ccfd84sfa0ea54c8dc0a020@mail.gmail.com> References: <49002b820808012144w62ccfd84sfa0ea54c8dc0a020@mail.gmail.com> Message-ID: <589c94400808012237m4ee6e4a1t79ba2d182162ad5a@mail.gmail.com> On Sat, Aug 2, 2008 at 8:44 AM, d tbsky wrote: > Hi: > we are using rt 3.4.5. i try to upgrade it to rt 3.8.0 this week. > i have tried several times. it is not success. i will share my experience below, > there are many things which are not in the rt document. > > > 1. you should not touch the original rt system. so you need to prepare > another two machine, one to upgrade rt, and one to install new rt. > then you can compare the upgraded rt with the new rt to make sure > everything is correct. Virtual machines are good for this, there are plenty of them these days. > 2. make sure the engine you want to use. the default in rt 3.8.0 is > mysql and fastcgi. you should change what you want with "configure". > the install procedure won't look what's in your system. it still want > fastcgi even you have modperl installed if you didn't tell it. This can be fixed. We will be happy to receive patches. > 3. install the missing perl modules with CPAN as the document said. i > failed several times until i realized that i forgot install one > important component, it's called "perl-devel" in my mandriva linux. > without it some perl mouduls won't compile. That's something people should know when they are using anything originally based on RH's distros and want to install something new that is not part of distribution. > 4. although "make fixdeps" is success, and "make testdeps" is ok. it > is not enough. you will suffered by old and missing perl modules. in > my case, i need to upgarde the DBD::mysql and DBI to newest version. > or the script mentioned in document " UPGRADING.mysql" can not run. > you can take a look at "rt.log" to see what is missing. i install the > "GraphViz" module to satisfy one complain. it still complain me it can > not find gpg at /opt/rt3/var/data. i don't have that directory and i > don't know what to put in it. so i just let it go. * we've bumped required version of DBD::mysql * read doc about GPG integration which is referenced from RT_Config.pm > 5. install the new rt. it should be easy. remember fix the > RT_SiteConfig.pm. you can see what function is in rt 3.8.0. > > 6. copy the old rt database to the upgrade machines now. i tried to > use "mysqldump" to export then import. but the binary data(attachment > file) corrupt in my upgrade machine. i don't know why. my old mysql is > 4.0 and my new mysql is 5.0. finally i just rsync all the mysql files > from old to new, and start the mysql daemon to make it happy. you had to read mysql doc on migrating. > 7. run the upgrade script "rt-setup-database --dba root > --prompt-for-dba-password --action upgrade". the script didn't > mentioned in the document. the document ask you to run many scripts by > hand. doc has been updated > 8. run "perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass > > sql.queries". the syntax is error in the document.then run "mysql -u > root -p rt3 < sql.queries" to convert mysql doc has been updated > > 9. rt need to use utf8 to connect mysql, or the old data can not > present correctly. patch rt or modify mysql config files. RT has been patched > 10. everything is done. but when i connect rt 3.8.0, i only saw empty > page in "RT at glance". i can modify personal "RT at glance". but if i > tried to modify the global "RT at glance". it would give me error > messages. where are error messages? could you point me to the bug report so we can check and fix? > 11. I re-run the upgrade script in step 7. it can not complete > (duplicate tables). but it fix empty "RT at glance". Sure it can. After this point you had to go back to step 5 where you copy RT DB from production to new server. > 12. compare to new RT, my upgraded RT didn't have any column about > "bookmarked tickets". in "RT at glance" so i know my upgrade is > failed. > > 13. i think the old database didn't convert to rt 3.8.0 format > correctly. but i don't know how to make it right. the step 8 and 9 > didn't do it correctly. maybe i should run scripts in step 8 manually? > or maybe i misses some important steps? > > any suggestions? thanks a lot for help!! Make another try with RT 3.8.1 that will be released soon? Contact me on the irc to figure out what exactly happened with bookmarked tickets during upgrade. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 tom at netspot.com.au Mon Aug 4 00:04:59 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Mon, 4 Aug 2008 13:34:59 +0930 Subject: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B8BD1D82@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B8BD16CC@SR-ES-EMAIL01.canyonpartners.local> <1216815932.27909.35.camel@squonk.lboro.ac.uk> <6A8A671AFE630144BC8AE1D84E6700B8BD1802@SR-ES-EMAIL01.canyonpartners.local> <6A8A671AFE630144BC8AE1D84E6700B8BD1D82@SR-ES-EMAIL01.canyonpartners.local> Message-ID: On 02/08/2008, at 4:07 AM, Sean McCreadie wrote: > Tom, > > The 64 bit RPM's would be a big help. This is the first time I have > built a 64 bit RT server, and im lost on a few points like this. > Thanks > a lot for the reply and help! > > Sean Hi Sean, No problems; I've put the 64 bit mod_fastcgi RPM online here: http://kuat.netspot.com.au/~tom/mod_fastcgi-2.4.6-2.x86_64.rpm I built this on CentOS 5.1 but tested on 5.2 also. RT on CentOS 5 is fairly straight forward, I built a custom perl 5.10.0 in /opt/ to try, but it works fine with the default CentOS 5.8.x perl. The simplest way to get all of the module dependencies installed is to install from CPAN rather than trying to find RPM packages for them all. I used something like this to install the modules required: # cd rt-3.8.0 # RT_FIX_DEPS_CMD='/opt/perl5.10.0/bin/perl -MCPANPLUS -e "install %s"' make fixdeps Let me know if you need anything else. Regards, Tom -- Tom Lanyon Systems Administrator NetSpot Pty Ltd From rt at viewbankrise.net.au Mon Aug 4 00:23:27 2008 From: rt at viewbankrise.net.au (rt at viewbankrise.net.au) Date: Mon, 4 Aug 2008 14:23:27 +1000 Subject: [rt-users] Update fields when 'refreshing' home page Message-ID: Hi all. How can I make the queue change when opening the home page, Ie, I can do this OK: http://rt.mydom.com/rt/Ticket/Modify.html?id=1&Object-RT::Ticket-1-CustomFie ld-7-Values=LB15&Object-RT::Ticket-1-CustomField-8-Values=Setup I want to also do this: http://rt.mydom.com/rt/?id=1&Object-RT::Ticket-1-CustomField-7-Values=LB15&O bject-RT::Ticket-1-CustomField-8-Values=Setup In Modify.html, I see this: ----------------------------------- my $TicketObj = LoadTicket($id); my $CustomFields = $TicketObj->QueueObj->TicketCustomFields(); # Now let callbacks have a chance at editing %ARGS $m->comp('/Elements/Callback', TicketObj => $TicketObj, CustomFields => $CustomFields, ARGSRef => \%ARGS); my @results = ProcessTicketBasics(TicketObj => $TicketObj, ARGSRef => \%ARGS); my @cf_results = ProcessObjectCustomFieldUpdates(Object => $TicketObj, ARGSRef => \%ARGS); push (@results, @cf_results); ----------------------------------- I suppose that I can add this code to the default home script, but where is that script? Am I on the right track here? :-} Any advice or suggestions most appreciated Thanks, regards, Mike. From rt at viewbankrise.net.au Mon Aug 4 04:06:36 2008 From: rt at viewbankrise.net.au (rt at viewbankrise.net.au) Date: Mon, 4 Aug 2008 18:06:36 +1000 Subject: [rt-users] Update fields when 'refreshing' home page In-Reply-To: References: Message-ID: OK, so I added this to /Elements/MyRT: my $TicketObj = LoadTicket($id); my $CustomFields = $TicketObj->QueueObj->TicketCustomFields(); # Now let callbacks have a chance at editing %ARGS $m->comp('/Elements/Callback', TicketObj => $TicketObj, CustomFields => $CustomFields, ARGSRef => \%ARGS); my @results = ProcessTicketBasics(TicketObj => $TicketObj, ARGSRef => \%ARGS); my @cf_results = ProcessObjectCustomFieldUpdates(Object => $TicketObj, ARGSRef => \%ARGS); push (@results, @cf_results); Inside <%INIT>, and this at the bottom: <%ARGS> $id => 1 I'm assuming that this $id => 1 is a default value where none is specified, but either way I can't make any change to the ticket defined in the url query or even ticket #1 with: http://rt.mydom.com/rt/index.html?id=5&priority=6 I can be certain that the code is being properly applied, because if I try to set that default $id to something that dos not exist, rt throws an error. Any guidance is most appreciated/ Regards, Mike. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of rt at viewbankrise.net.au > Sent: Monday, 4 August 2008 2:23 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Update fields when 'refreshing' home page > > Hi all. > > How can I make the queue change when opening the home page, > > Ie, I can do this OK: > > http://rt.mydom.com/rt/Ticket/Modify.html?id=1&Object-RT::Tick > et-1-CustomFie > ld-7-Values=LB15&Object-RT::Ticket-1-CustomField-8-Values=Setup > > I want to also do this: > > http://rt.mydom.com/rt/?id=1&Object-RT::Ticket-1-CustomField-7 > -Values=LB15&O > bject-RT::Ticket-1-CustomField-8-Values=Setup > > In Modify.html, I see this: > > ----------------------------------- > my $TicketObj = LoadTicket($id); > my $CustomFields = $TicketObj->QueueObj->TicketCustomFields(); > > # Now let callbacks have a chance at editing %ARGS > $m->comp('/Elements/Callback', TicketObj => $TicketObj, > CustomFields => $CustomFields, ARGSRef => \%ARGS); > > my @results = ProcessTicketBasics(TicketObj => $TicketObj, > ARGSRef => \%ARGS); my @cf_results = > ProcessObjectCustomFieldUpdates(Object => $TicketObj, ARGSRef > => \%ARGS); push (@results, @cf_results); > ----------------------------------- > > I suppose that I can add this code to the default home > script, but where is that script? Am I on the right track here? :-} > > Any advice or suggestions most appreciated > > Thanks, regards, Mike. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial > support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From rt at viewbankrise.net.au Mon Aug 4 05:47:52 2008 From: rt at viewbankrise.net.au (rt at viewbankrise.net.au) Date: Mon, 4 Aug 2008 19:47:52 +1000 Subject: [rt-users] Update fields when 'refreshing' home page In-Reply-To: References: Message-ID: <272D6ADAFDF74BFBA381C5110A8E2E3E@viewbankrise.net.au> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of rt at viewbankrise.net.au > Sent: Monday, 4 August 2008 6:07 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Update fields when 'refreshing' home page > > OK, so I added this to /Elements/MyRT: > > my $TicketObj = LoadTicket($id); > my $CustomFields = $TicketObj->QueueObj->TicketCustomFields(); > > # Now let callbacks have a chance at editing %ARGS > $m->comp('/Elements/Callback', TicketObj => $TicketObj, > CustomFields => $CustomFields, ARGSRef => \%ARGS); > > my @results = ProcessTicketBasics(TicketObj => $TicketObj, > ARGSRef => \%ARGS); my @cf_results = > ProcessObjectCustomFieldUpdates(Object > => $TicketObj, ARGSRef => \%ARGS); push (@results, @cf_results); > > Inside <%INIT>, and this at the bottom: > > <%ARGS> > $id => 1 > > > I'm assuming that this $id => 1 is a default value where none > is specified, but either way I can't make any change to the > ticket defined in the url query or even ticket #1 with: > > http://rt.mydom.com/rt/index.html?id=5&priority=6 > > I can be certain that the code is being properly applied, > because if I try to set that default $id to something that > dos not exist, rt throws an error. > > Any guidance is most appreciated/ > > Regards, Mike. > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > > rt at viewbankrise.net.au > > Sent: Monday, 4 August 2008 2:23 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Update fields when 'refreshing' home page > > > > Hi all. > > > > How can I make the queue change when opening the home page, > > > > Ie, I can do this OK: > > > > http://rt.mydom.com/rt/Ticket/Modify.html?id=1&Object-RT::Tick > > et-1-CustomFie > > ld-7-Values=LB15&Object-RT::Ticket-1-CustomField-8-Values=Setup > > > > I want to also do this: > > > > http://rt.mydom.com/rt/?id=1&Object-RT::Ticket-1-CustomField-7 > > -Values=LB15&O > > bject-RT::Ticket-1-CustomField-8-Values=Setup > > > > In Modify.html, I see this: > > > > ----------------------------------- > > my $TicketObj = LoadTicket($id); > > my $CustomFields = $TicketObj->QueueObj->TicketCustomFields(); > > > > # Now let callbacks have a chance at editing %ARGS > > $m->comp('/Elements/Callback', TicketObj => $TicketObj, > CustomFields > > => $CustomFields, ARGSRef => \%ARGS); > > > > my @results = ProcessTicketBasics(TicketObj => $TicketObj, > ARGSRef => > > \%ARGS); my @cf_results = ProcessObjectCustomFieldUpdates(Object => > > $TicketObj, ARGSRef => \%ARGS); push (@results, @cf_results); > > ----------------------------------- > > > > I suppose that I can add this code to the default home script, but > > where is that script? Am I on the right track here? :-} > > > > Any advice or suggestions most appreciated > > > > Thanks, regards, Mike. > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial > > support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial > support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From rt at viewbankrise.net.au Mon Aug 4 05:52:12 2008 From: rt at viewbankrise.net.au (Mike Everest) Date: Mon, 4 Aug 2008 19:52:12 +1000 Subject: [rt-users] Update fields when 'refreshing' home page - SOLVED In-Reply-To: References: Message-ID: <75AF7E6D254249B3862008FC6E35F4EB@viewbankrise.net.au> OK, So I discovered the /real/ RT home page code in "/index.html" and added that code (below) in there instead, Of course I should have thought to look there - which I did, but didn't pay attention to what was in the commented-out sections :-} If anyone can think of a reason that I shouldn't be doing this, I will be very pleased to know about it... Thanks! Regards, Mike. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of rt at viewbankrise.net.au > Sent: Monday, 4 August 2008 6:07 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Update fields when 'refreshing' home page > > OK, so I added this to /Elements/MyRT: > > my $TicketObj = LoadTicket($id); > my $CustomFields = $TicketObj->QueueObj->TicketCustomFields(); > > # Now let callbacks have a chance at editing %ARGS > $m->comp('/Elements/Callback', TicketObj => $TicketObj, > CustomFields => $CustomFields, ARGSRef => \%ARGS); > > my @results = ProcessTicketBasics(TicketObj => $TicketObj, > ARGSRef => \%ARGS); my @cf_results = > ProcessObjectCustomFieldUpdates(Object > => $TicketObj, ARGSRef => \%ARGS); push (@results, @cf_results); > > Inside <%INIT>, and this at the bottom: > > <%ARGS> > $id => 1 > > > I'm assuming that this $id => 1 is a default value where none > is specified, but either way I can't make any change to the > ticket defined in the url query or even ticket #1 with: > > http://rt.mydom.com/rt/index.html?id=5&priority=6 > > I can be certain that the code is being properly applied, > because if I try to set that default $id to something that > dos not exist, rt throws an error. > > Any guidance is most appreciated/ > > Regards, Mike. > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > > rt at viewbankrise.net.au > > Sent: Monday, 4 August 2008 2:23 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Update fields when 'refreshing' home page > > > > Hi all. > > > > How can I make the queue change when opening the home page, > > > > Ie, I can do this OK: > > > > http://rt.mydom.com/rt/Ticket/Modify.html?id=1&Object-RT::Tick > > et-1-CustomFie > > ld-7-Values=LB15&Object-RT::Ticket-1-CustomField-8-Values=Setup > > > > I want to also do this: > > > > http://rt.mydom.com/rt/?id=1&Object-RT::Ticket-1-CustomField-7 > > -Values=LB15&O > > bject-RT::Ticket-1-CustomField-8-Values=Setup > > > > In Modify.html, I see this: > > > > ----------------------------------- > > my $TicketObj = LoadTicket($id); > > my $CustomFields = $TicketObj->QueueObj->TicketCustomFields(); > > > > # Now let callbacks have a chance at editing %ARGS > > $m->comp('/Elements/Callback', TicketObj => $TicketObj, > CustomFields > > => $CustomFields, ARGSRef => \%ARGS); > > > > my @results = ProcessTicketBasics(TicketObj => $TicketObj, > ARGSRef => > > \%ARGS); my @cf_results = ProcessObjectCustomFieldUpdates(Object => > > $TicketObj, ARGSRef => \%ARGS); push (@results, @cf_results); > > ----------------------------------- > > > > I suppose that I can add this code to the default home script, but > > where is that script? Am I on the right track here? :-} > > > > Any advice or suggestions most appreciated > > > > Thanks, regards, Mike. > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial > > support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial > support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From G.E.Fowler at lboro.ac.uk Mon Aug 4 06:29:26 2008 From: G.E.Fowler at lboro.ac.uk (Graeme Fowler) Date: Mon, 04 Aug 2008 11:29:26 +0100 Subject: [rt-users] Escalations, vacations/holidays & weekends Message-ID: <1217845766.26611.18.camel@squonk.lboro.ac.uk> Morning all I've dug through the archives and wiki pages looking for some guidance to follow on escalations, and I'm not quite finding the information I need - I'm probably looking for the wrong thing... We're using a fairly ordinary set of escalations whereby a perl script iterates over queues and tickets within the queue (filtered by status = "new"), looks up the relevant person to email from a separate text file for the first and second escalation, checks the due date & today's date, increases priority if necessary and sends an email out to prod someone. As we're not a 24/7 shop, and we don't work weekends, we'd like to factor in weekends and periods of closure (Christmas break, for example). Does anyone have any working examples where the escalation depends on the day or time of year, and is then done (for example) a day after the break is over? TIA Graeme From rfh at vialtus.com Mon Aug 4 06:48:46 2008 From: rfh at vialtus.com (Roy El-Hames) Date: Mon, 04 Aug 2008 11:48:46 +0100 Subject: [rt-users] Escalations, vacations/holidays & weekends In-Reply-To: <1217845766.26611.18.camel@squonk.lboro.ac.uk> References: <1217845766.26611.18.camel@squonk.lboro.ac.uk> Message-ID: <4896DE8E.4060307@vialtus.com> Hi Graeme; I have very much similar script to yours, for none 7 days queues I look up the day of the week and if its Saturday or Sunday the script exists without doing anything .. use POSIX; my $datestr = strftime("%A %D", localtime); ##I need day of week $datestr =~ m/(.*) (\d+\/\d+\/\d+)/ ; my $weekday = $1; if ($weekday =~ /(Sunday|Saturday)/i) { exit; } If you wish you can grab the week day using RT::Date. Not a very elegant solution but works .. Roy Graeme Fowler wrote: > Morning all > > I've dug through the archives and wiki pages looking for some guidance > to follow on escalations, and I'm not quite finding the information I > need - I'm probably looking for the wrong thing... > > We're using a fairly ordinary set of escalations whereby a perl script > iterates over queues and tickets within the queue (filtered by status = > "new"), looks up the relevant person to email from a separate text file > for the first and second escalation, checks the due date & today's date, > increases priority if necessary and sends an email out to prod someone. > > As we're not a 24/7 shop, and we don't work weekends, we'd like to > factor in weekends and periods of closure (Christmas break, for > example). > > Does anyone have any working examples where the escalation depends on > the day or time of year, and is then done (for example) a day after the > break is over? > > TIA > > Graeme > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From richih.mailinglist at gmail.com Mon Aug 4 08:13:07 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 4 Aug 2008 14:13:07 +0200 Subject: [rt-users] Is there a way to teach RT new bounce emails? Message-ID: <2d460de70808040513p7d675d35v3f8423faf5ece386@mail.gmail.com> Hi all, overall, the ping-pong detection of RT when it talks to another email system with automated answers is very good. But sometimes, neither side recognizes that automatic ping-pong is being done and so you get _very_ long tickets. There are ways to manually break this loop, but I was wondering if I can teach RT new emails it can ignore safely. Thanks, Richard From jesse at bestpractical.com Mon Aug 4 09:19:45 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Aug 2008 09:19:45 -0400 Subject: [rt-users] RT 3.8 - clicking on the searches on the "at a glance" page results in URLs with localhost In-Reply-To: References: Message-ID: > > I can create "normal" searches and they work - though, I don't know if > it is supposed to be normal that clicking on the "And/Or" button > changes all ANDs to OR and vice-versa. > I would have expected it to change only the selected line. It changes only items at the same parenthesis depth. A OR B AND C OR D doesn't make much sense until you say A OR (B AND C) OR D. From jesse at bestpractical.com Mon Aug 4 09:20:40 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Aug 2008 09:20:40 -0400 Subject: [rt-users] Is there a way to teach RT new bounce emails? In-Reply-To: <2d460de70808040513p7d675d35v3f8423faf5ece386@mail.gmail.com> References: <2d460de70808040513p7d675d35v3f8423faf5ece386@mail.gmail.com> Message-ID: <54E2B346-9739-4824-9302-9955F2710EDF@bestpractical.com> On Aug 4, 2008, at 8:13 AM, Richard Hartmann wrote: > Hi all, > > overall, the ping-pong detection of RT when it talks to another > email system with automated answers is very good. > > But sometimes, neither side recognizes that automatic ping-pong is > being > done and so you get _very_ long tickets. There are ways to manually > break this loop, but I was wondering if I can teach RT new emails it > can > ignore safely. You can, by playing a bit in lib/RT/Interface/Email.pm What sorts of messages isn't RT detecting? > > > > Thanks, > Richard > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From richih.mailinglist at gmail.com Mon Aug 4 12:02:35 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 4 Aug 2008 18:02:35 +0200 Subject: [rt-users] Is there a way to teach RT new bounce emails? In-Reply-To: <54E2B346-9739-4824-9302-9955F2710EDF@bestpractical.com> References: <2d460de70808040513p7d675d35v3f8423faf5ece386@mail.gmail.com> <54E2B346-9739-4824-9302-9955F2710EDF@bestpractical.com> Message-ID: <2d460de70808040902s29dfcc43gf3d53125ae02f7ab@mail.gmail.com> On Mon, Aug 4, 2008 at 15:20, Jesse Vincent wrote: > You can, by playing a bit in lib/RT/Interface/Email.pm Will do. > What sorts of messages isn't RT detecting? I can forward them to the dev list when I get new ones if there is any interest? This was more a "always wanted to know this" email, not prompted by a specific email. Thanks, Richard From jesse at bestpractical.com Mon Aug 4 12:03:18 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Aug 2008 12:03:18 -0400 Subject: [rt-users] Is there a way to teach RT new bounce emails? In-Reply-To: <2d460de70808040902s29dfcc43gf3d53125ae02f7ab@mail.gmail.com> References: <2d460de70808040513p7d675d35v3f8423faf5ece386@mail.gmail.com> <54E2B346-9739-4824-9302-9955F2710EDF@bestpractical.com> <2d460de70808040902s29dfcc43gf3d53125ae02f7ab@mail.gmail.com> Message-ID: <63655A65-F785-450C-A418-EAFA757AC76F@bestpractical.com> On Aug 4, 2008, at 12:02 PM, Richard Hartmann wrote: > On Mon, Aug 4, 2008 at 15:20, Jesse Vincent > wrote: > >> You can, by playing a bit in lib/RT/Interface/Email.pm > > Will do. > > >> What sorts of messages isn't RT detecting? > > I can forward them to the dev list when I get new ones if there is > any interest? > Sure. The most important thing is to make sure the full headers are unmolested. > > This was more a "always wanted to know this" email, not prompted > by a specific email. Understood. > Thanks, > Richard > From james at zivity.com Mon Aug 4 12:15:53 2008 From: james at zivity.com (James Downs) Date: Mon, 4 Aug 2008 09:15:53 -0700 Subject: [rt-users] Replies to emails open new ticket Message-ID: <52F5C062-CF25-46A0-86FD-A2D44133CE9F@zivity.com> Hello, Any replies to an RT email creates a new ticket instead of putting a comment or reply into the same ticket. I've tried a number of different ways of formatting the subject line, including leading "re:", no prefixing, etc. Anyone seen this, and/or have a solution or suggestions? Thanks, -j From KFCrocker at lbl.gov Mon Aug 4 12:30:51 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 04 Aug 2008 09:30:51 -0700 Subject: [rt-users] Replies to emails open new ticket In-Reply-To: <52F5C062-CF25-46A0-86FD-A2D44133CE9F@zivity.com> References: <52F5C062-CF25-46A0-86FD-A2D44133CE9F@zivity.com> Message-ID: <48972EBB.8030507@lbl.gov> James, First of all, make sure they are clicking "Reply" and NOT "ReplyAll". If they click "ReplyAll", then they need to make sure that the RT Queue email address is "Bcc". Second, kake sure the reference (XXX.XXX #ticket number] is in the subject line. That should do it. Hope this helps. Kenn LBNL On 8/4/2008 9:15 AM, James Downs wrote: > Hello, > > Any replies to an RT email creates a new ticket instead of putting a > comment or reply into the same ticket. I've tried a number of > different ways of formatting the subject line, including leading > "re:", no prefixing, etc. > > Anyone seen this, and/or have a solution or suggestions? > > Thanks, > -j > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jesse at bestpractical.com Mon Aug 4 12:36:12 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Aug 2008 12:36:12 -0400 Subject: [rt-users] Replies to emails open new ticket In-Reply-To: <52F5C062-CF25-46A0-86FD-A2D44133CE9F@zivity.com> References: <52F5C062-CF25-46A0-86FD-A2D44133CE9F@zivity.com> Message-ID: On Aug 4, 2008, at 12:15 PM, James Downs wrote: > Hello, > > Any replies to an RT email creates a new ticket instead of putting a > comment or reply into the same ticket. I've tried a number of > different ways of formatting the subject line, including leading > "re:", no prefixing, etc. > > Anyone seen this, and/or have a solution or suggestions? Most often, that's the result of something going screwy with your $rtname or your $EmailSubjectTagRegex. Can you send the output of "Configuration -> Tools -> System configuration" from RT's admin ui? From phillip.tan at pacificarena.travel Mon Aug 4 12:47:46 2008 From: phillip.tan at pacificarena.travel (Phillip Tan) Date: Tue, 5 Aug 2008 00:47:46 +0800 Subject: [rt-users] Changing Symbols in Ticket Reference in Subject Line Message-ID: <22FD430388B9984092EB14523AFF9356033C8941@pamail.pno.localnet> Hi List, Was wondering if the system can be configured to accept a different symbol (i.e. other than '#' prefix) in the ticket reference used in the subject line? [XXX.XXX #ticket number] Thanks in advance. Regards, phillip. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Aug 4 13:08:29 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Aug 2008 13:08:29 -0400 Subject: [rt-users] Replies to emails open new ticket In-Reply-To: References: <52F5C062-CF25-46A0-86FD-A2D44133CE9F@zivity.com> Message-ID: <20080804170829.GW32146@bestpractical.com> On Mon, Aug 04, 2008 at 10:02:15AM -0700, James Downs wrote: > > On Aug 4, 2008, at 9:36 AM, Jesse Vincent wrote: > > >Most often, that's the result of something going screwy with your > >$rtname or your $EmailSubjectTagRegex. > > That was enough to help me find the problem. The ESTR worked in the > previous version, and not in this one. What had you set it to? Is there a way we could bullet-proof it for users? > I've removed the setting, and > let RT do its thing, which seems to be the proper/correct thing to do. > > Thanks for the help! > > Cheers! > -j > -- From jsmoriss at mvlan.net Mon Aug 4 13:31:56 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Mon, 4 Aug 2008 17:31:56 +0000 Subject: [rt-users] Lost "root" password... Message-ID: <20080804173156.GA12066@zaphod.mvlan.net> Hi everyone, We lost a sysadmin recently that took off with the 'root' password of a DEV RT install (using MySQL back-end). Is these a way to reset the 'root' password from the command line? I have 'root' at the OS level, but not the RT 'root'... Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From chaim.rieger at gmail.com Mon Aug 4 13:34:22 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Mon, 04 Aug 2008 10:34:22 -0700 Subject: [rt-users] Lost "root" password... In-Reply-To: <20080804173156.GA12066@zaphod.mvlan.net> References: <20080804173156.GA12066@zaphod.mvlan.net> Message-ID: <48973D9E.9090006@gmail.com> Jean-Sebastien Morisset wrote: > Hi everyone, > > We lost a sysadmin recently that took off with the 'root' password of a > DEV RT install (using MySQL back-end). Is these a way to reset the > 'root' password from the command line? I have 'root' at the OS level, > but not the RT 'root'... > > Thanks, > js. > use phpmyadmin -- -- Chaim Rieger From rob at dido.ca Mon Aug 4 13:36:53 2008 From: rob at dido.ca (Rob Morin) Date: Mon, 04 Aug 2008 13:36:53 -0400 Subject: [rt-users] Billable hours tracking? Message-ID: <48973E35.10106@dido.ca> Hello all, first post here , so be gentle.. :) I was wondering if there si a way or add on to have RT track o rhave a way to enter billable hours? Meaning a client creates a ticket say at noon on Monday, we see it at 3pm and start working and over the course of 3 days we work on and off for this issue. Is there a way at the end before closing the ticket , or during any tasks done, to enter the time spent? lets say over the 3 days i spent 5 hours as billable work, or even simply start and stop times for several tasks....? I hope someone understands what i mean... Thanks to all in advance.. have a great day! -- Rob Morin Dido Internet Inc. Montreal,Canada http://www.dido.ca 514-990-4444 From jesse at bestpractical.com Mon Aug 4 13:48:53 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Aug 2008 13:48:53 -0400 Subject: [rt-users] Lost "root" password... In-Reply-To: <48973D9E.9090006@gmail.com> References: <20080804173156.GA12066@zaphod.mvlan.net> <48973D9E.9090006@gmail.com> Message-ID: <795B6D3A-F7FE-43CA-824D-1915070677F9@bestpractical.com> On Aug 4, 2008, at 1:34 PM, Chaim Rieger wrote: > Jean-Sebastien Morisset wrote: >> Hi everyone, >> >> We lost a sysadmin recently that took off with the 'root' password >> of a >> DEV RT install (using MySQL back-end). Is these a way to reset the >> 'root' password from the command line? I have 'root' at the OS level, >> but not the RT 'root'... >> >> Thanks, >> js. >> http://wiki.bestpractical.com/view/RecoverRootPassword > use phpmyadmin > > -- > -- > Chaim Rieger > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From james at zivity.com Mon Aug 4 13:49:53 2008 From: james at zivity.com (James Downs) Date: Mon, 4 Aug 2008 10:49:53 -0700 Subject: [rt-users] Replies to emails open new ticket In-Reply-To: <20080804170829.GW32146@bestpractical.com> References: <52F5C062-CF25-46A0-86FD-A2D44133CE9F@zivity.com> <20080804170829.GW32146@bestpractical.com> Message-ID: On Aug 4, 2008, at 10:08 AM, Jesse Vincent wrote: > What had you set it to? Is there a way we could bullet-proof it for > users? It had been: Set($EmailSubjectTagRegex, qr/\Q$rtname\E/i ); I inherited the configuration, and was only finding configuration problems after the upgrade. -j From epeterson at edc.org Mon Aug 4 13:41:31 2008 From: epeterson at edc.org (Peterson, Erik) Date: Mon, 04 Aug 2008 13:41:31 -0400 Subject: [rt-users] Lost "root" password... In-Reply-To: <20080804173156.GA12066@zaphod.mvlan.net> Message-ID: The RT internal user passwords are stored in rt3.Users as MD5 encrypted strings. You can reset the root password by any MySQL tool (phpMyAdmin or command-line, for example). The mysql command might be: update rt3.Users set password = md5('newpass') where Name = 'root'; Hope that helps... Erik > From: Jean-Sebastien Morisset > Date: Mon, 4 Aug 2008 17:31:56 +0000 > To: RT Users > Subject: [rt-users] Lost "root" password... > > Hi everyone, > > We lost a sysadmin recently that took off with the 'root' password of a > DEV RT install (using MySQL back-end). Is these a way to reset the > 'root' password from the command line? I have 'root' at the OS level, > but not the RT 'root'... > > Thanks, > js. > -- > Jean-Sebastien Morisset, Sr. UNIX Administrator > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jsmoriss at mvlan.net Mon Aug 4 14:01:18 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Mon, 4 Aug 2008 18:01:18 +0000 Subject: [rt-users] Lost "root" password... In-Reply-To: <795B6D3A-F7FE-43CA-824D-1915070677F9@bestpractical.com> References: <20080804173156.GA12066@zaphod.mvlan.net> <48973D9E.9090006@gmail.com> <795B6D3A-F7FE-43CA-824D-1915070677F9@bestpractical.com> Message-ID: <20080804180118.GC12066@zaphod.mvlan.net> On Mon, Aug 04, 2008 at 01:48:53PM -0400, Jesse Vincent wrote: > > On Aug 4, 2008, at 1:34 PM, Chaim Rieger wrote: > >> Jean-Sebastien Morisset wrote: >>> Hi everyone, >>> >>> We lost a sysadmin recently that took off with the 'root' password >>> of a >>> DEV RT install (using MySQL back-end). Is these a way to reset the >>> 'root' password from the command line? I have 'root' at the OS level, >>> but not the RT 'root'... >>> >>> Thanks, >>> js. >>> > > http://wiki.bestpractical.com/view/RecoverRootPassword Thanks everyone! I used the perl command from the Wiki and it worked fine. :-) Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From chaim.rieger at gmail.com Mon Aug 4 14:05:23 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Mon, 4 Aug 2008 18:05:23 +0000 Subject: [rt-users] Mysql question Message-ID: <238856253-1217873125-cardhu_decombobulator_blackberry.rim.net-56691763-@bxe172.bisx.prod.on.blackberry> Does anyone know of a tool (ideally Linux command line, and ideally ideally with source or PowerPC binary package(s) available) that grab a partial snapshot of a MySQL database? Trying to setup a development server that obviously can't hit the 'live' database, but don't want to, even periodically, replicate a 60+ GB database if I don't have to, especially when I only really need a few hundred rows from each table to do what I need to do. If a tool exists that can retain and, follow referential relationships (e.g., grab the first XXX rows from this table, and all the HAS_A and HAS_MANY rows linked to those XXX rows) ... ? Sent via BlackBerry from T-Mobile From tjrc at sanger.ac.uk Mon Aug 4 14:22:04 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Mon, 4 Aug 2008 19:22:04 +0100 Subject: [rt-users] Mysql question In-Reply-To: <238856253-1217873125-cardhu_decombobulator_blackberry.rim.net-56691763-@bxe172.bisx.prod.on.blackberry> References: <238856253-1217873125-cardhu_decombobulator_blackberry.rim.net-56691763-@bxe172.bisx.prod.on.blackberry> Message-ID: On 4 Aug 2008, at 7:05 pm, chaim.rieger at gmail.com wrote: > Does anyone know of a tool (ideally Linux command line, and ideally > ideally with source or PowerPC binary package(s) available) that grab > a partial snapshot of a MySQL database? Trying to setup a development > server that obviously can't hit the 'live' database, but don't want > to, even periodically, replicate a 60+ GB database if I don't have to, > especially when I only really need a few hundred rows from each table > to do what I need to do. I'd do it once, load a complete copy into another RT instance, and then use RT::Shredder to remove the vast majority of the tickets and their dependent information (which will take a loooong time!) dump your newly pruned test RT instance, and use that for future tests? Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From ct.lists at equusit.co.uk Mon Aug 4 15:37:17 2008 From: ct.lists at equusit.co.uk (Charles Trevor) Date: Mon, 04 Aug 2008 20:37:17 +0100 Subject: [rt-users] Billable hours tracking? In-Reply-To: <48973E35.10106@dido.ca> References: <48973E35.10106@dido.ca> Message-ID: <48975A6D.20609@equusit.co.uk> Rob Morin wrote: > Hello all, first post here , so be gentle.. :) > > I was wondering if there si a way or add on to have RT track o rhave a > way to enter billable hours? Meaning a client creates a ticket say at > noon on Monday, we see it at 3pm and start working and over the course > of 3 days we work on and off for this issue. Is there a way at the end > before closing the ticket , or during any tasks done, to enter the time > spent? lets say over the 3 days i spent 5 hours as billable work, or > even simply start and stop times for several tasks....? > > I hope someone understands what i mean... > Thanks to all in advance.. > > have a great day! > Hi Rob, I use the Time Worked field in a ticket for this. HTH Charlie From tom at netspot.com.au Mon Aug 4 17:03:56 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Tue, 5 Aug 2008 06:33:56 +0930 Subject: [rt-users] Changing Symbols in Ticket Reference in Subject Line In-Reply-To: <22FD430388B9984092EB14523AFF9356033C8941@pamail.pno.localnet> References: <22FD430388B9984092EB14523AFF9356033C8941@pamail.pno.localnet> Message-ID: On 05/08/2008, at 2:17 AM, Phillip Tan wrote: > Was wondering if the system can be configured to accept a different > symbol (i.e. other than '#' prefix) in the ticket reference used in > the > subject line? Hi Phillip, Only if you override RT/Interface/Email.pm's ParseTicketId() method, I believe. Regards, Tom From ruz at bestpractical.com Mon Aug 4 17:52:18 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 5 Aug 2008 01:52:18 +0400 Subject: [rt-users] Changing Symbols in Ticket Reference in Subject Line In-Reply-To: References: <22FD430388B9984092EB14523AFF9356033C8941@pamail.pno.localnet> Message-ID: <589c94400808041452k1064a4d4v18e0f0cf1b3edc76@mail.gmail.com> On Tue, Aug 5, 2008 at 1:03 AM, Tom Lanyon wrote: > On 05/08/2008, at 2:17 AM, Phillip Tan wrote: > >> Was wondering if the system can be configured to accept a different >> symbol (i.e. other than '#' prefix) in the ticket reference used in >> the >> subject line? > > > Hi Phillip, > > Only if you override RT/Interface/Email.pm's ParseTicketId() method, I > believe. There are more than that, for example in RT/Action/SendMail.pm. > > 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 > -- Best regards, Ruslan. From jpierce at cambridgeenergyalliance.org Mon Aug 4 18:39:09 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 4 Aug 2008 18:39:09 -0400 Subject: [rt-users] Offline Edits lacks documentation/mystery Message-ID: As a few others have noted, there's fairly little documentation available about "Tools>Offline edits", mostly just some hearsay on these lists. Although tucked away in the nether regions of RT, I think it caches peoples eyes as a potentially useful means of injecting ticket-like data gathered pre-local RT installation. If anyone has information that they can contribute to help illuminate this enigma, please see http://wiki.bestpractical.com/view/OfflineEdits I've tried to experiment with the tool to suss out some answers, but I cannot get it to work... -- Cambridge Energy Alliance: Save money & the planet From jpierce at cambridgeenergyalliance.org Mon Aug 4 18:49:38 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 4 Aug 2008 18:49:38 -0400 Subject: [rt-users] RT + relay Message-ID: Hello all, I have a problem that's more of an MTA configuration issue than an RT issue, but it does pertain to getting RT setup and I thought maybe someone else might have tried a similar setup. I've been unable to resolve the issue by searching the postfix archives & FAQ, nor the RT wiki and list archives. Actually, it seems to be a combination of two postfix FAQs: * Delivering some users locally while sending mail as user at domain http://www.postfix.org/faq.html#some_local * Commands, mailing lists, and /file/name destinations don't work in virtual domains http://www.postfix.org/faq.html#virtual_command I want to route some mail away (to google apps), but also for certain recipients' messages to make their way to RT. RT incoming address is: play at cambenergy.org postfix/virtual: play play at localhost postfix transmutes this to: play at localhost.cambenergy.org which is deferred, and the alias is never reached: play: "|/path/to/command" The virtuals for real local users do get mail routed to mail spools though... Much obliged, Jerrad Pierce -- Cambridge Energy Alliance: Save money & the planet From chaim.rieger at gmail.com Mon Aug 4 18:52:52 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Mon, 4 Aug 2008 22:52:52 +0000 Subject: [rt-users] RT + relay In-Reply-To: References: Message-ID: <924925846-1217890374-cardhu_decombobulator_blackberry.rim.net-186801813-@bxe172.bisx.prod.on.blackberry> Mydestinations Post the output of Postconf please Sent via BlackBerry from T-Mobile -----Original Message----- From: "Jerrad Pierce" Date: Mon, 4 Aug 2008 18:49:38 To: Subject: [rt-users] RT + relay Hello all, I have a problem that's more of an MTA configuration issue than an RT issue, but it does pertain to getting RT setup and I thought maybe someone else might have tried a similar setup. I've been unable to resolve the issue by searching the postfix archives & FAQ, nor the RT wiki and list archives. Actually, it seems to be a combination of two postfix FAQs: * Delivering some users locally while sending mail as user at domain http://www.postfix.org/faq.html#some_local * Commands, mailing lists, and /file/name destinations don't work in virtual domains http://www.postfix.org/faq.html#virtual_command I want to route some mail away (to google apps), but also for certain recipients' messages to make their way to RT. RT incoming address is: play at cambenergy.org postfix/virtual: play play at localhost postfix transmutes this to: play at localhost.cambenergy.org which is deferred, and the alias is never reached: play: "|/path/to/command" The virtuals for real local users do get mail routed to mail spools though... Much obliged, Jerrad Pierce -- Cambridge Energy Alliance: Save money & the planet _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From rainer at ultra-secure.de Mon Aug 4 18:53:31 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Tue, 5 Aug 2008 00:53:31 +0200 Subject: [rt-users] RT 3.8 - clicking on the searches on the "at a glance" page results in URLs with localhost In-Reply-To: References: Message-ID: <0C93D319-F9DC-4AD2-B73F-60099DAEDA3B@ultra-secure.de> Am 04.08.2008 um 15:19 schrieb Jesse Vincent: >> >> I can create "normal" searches and they work - though, I don't know >> if >> it is supposed to be normal that clicking on the "And/Or" button >> changes all ANDs to OR and vice-versa. >> I would have expected it to change only the selected line. > > It changes only items at the same parenthesis depth. > > A OR B AND C OR D doesn't make much sense until you say > > A OR (B AND C) OR D. OK. I see. The other issue (localhost in URL) is a missing configuration-item in the inherited RT_SiteConfig. After adapting that to the way RT wants to have it now, it works. cheers, Rainer From jpierce at cambridgeenergyalliance.org Mon Aug 4 19:02:00 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 4 Aug 2008 19:02:00 -0400 Subject: [rt-users] RT + relay In-Reply-To: <924925846-1217890374-cardhu_decombobulator_blackberry.rim.net-186801813-@bxe172.bisx.prod.on.blackberry> References: <924925846-1217890374-cardhu_decombobulator_blackberry.rim.net-186801813-@bxe172.bisx.prod.on.blackberry> Message-ID: > Mydestinations mydestination = localhost.$mydomain, localhost If I remove localohost.$mydomain, instead of the message getting stuck in deferral, I get the following bounce: (expanded from ): Host or domain name not found. Name service error for name=localhost.cambenergy.org type=A: Host not found > Post the output of > Postconf please Unchanged and uninteresting sections redacted e.g; smtp_* 2bounce_notice_recipient = postmaster access_map_reject_code = 554 address_verify_default_transport = $default_transport address_verify_local_transport = $local_transport address_verify_map = address_verify_negative_cache = yes address_verify_negative_expire_time = 3d address_verify_negative_refresh_time = 3h address_verify_poll_count = 3 address_verify_poll_delay = 3s address_verify_positive_expire_time = 31d address_verify_positive_refresh_time = 7d address_verify_relay_transport = $relay_transport address_verify_relayhost = $relayhost address_verify_sender = postmaster address_verify_service_name = verify address_verify_transport_maps = $transport_maps address_verify_virtual_transport = $virtual_transport alias_database = hash:/etc/aliases alias_maps = hash:/etc/aliases allow_mail_to_commands = alias, forward allow_mail_to_files = alias, forward allow_min_user = no allow_percent_hack = yes allow_untrusted_routing = no alternate_config_directories = always_bcc = anvil_rate_time_unit = 60s anvil_status_update_time = 600s append_at_myorigin = yes append_dot_mydomain = yes application_event_drain_time = 100s authorized_flush_users = static:anyone authorized_mailq_users = static:anyone authorized_submit_users = static:anyone backwards_bounce_logfile_compatibility = yes berkeley_db_create_buffer_size = 16777216 berkeley_db_read_buffer_size = 131072 best_mx_transport = biff = yes body_checks = body_checks_size_limit = 51200 bounce_notice_recipient = postmaster bounce_queue_lifetime = 5d bounce_service_name = bounce bounce_size_limit = 50000 broken_sasl_auth_clients = no canonical_classes = envelope_sender, envelope_recipient, header_sender, header_recipient canonical_maps = cleanup_service_name = cleanup command_directory = /usr/sbin command_execution_directory = command_expansion_filter = 1234567890!@%-_=+:,./abcdefghijklmnopqrstuvwxyzABCDEFGHIJKLMNOPQRSTUVWXYZ command_time_limit = 1000s config_directory = /etc/postfix connection_cache_service = scache connection_cache_status_update_time = 600s connection_cache_ttl_limit = 2s content_filter = daemon_directory = /usr/libexec/postfix daemon_timeout = 18000s debug_peer_level = 2 debug_peer_list = default_database_type = hash default_delivery_slot_cost = 5 default_delivery_slot_discount = 50 default_delivery_slot_loan = 3 default_destination_concurrency_limit = 20 default_destination_recipient_limit = 50 default_extra_recipient_limit = 1000 default_minimum_delivery_slots = 3 default_privs = nobody default_process_limit = 100 default_rbl_reply = $rbl_code Service unavailable; $rbl_class [$rbl_what] blocked using $rbl_domain${rbl_reason?; $rbl_reason} default_recipient_limit = 10000 default_transport = smtp default_verp_delimiters = += defer_code = 450 defer_service_name = defer defer_transports = delay_notice_recipient = postmaster delay_warning_time = 0h deliver_lock_attempts = 20 deliver_lock_delay = 1s disable_dns_lookups = no disable_mime_input_processing = no disable_mime_output_conversion = no disable_verp_bounces = no disable_vrfy_command = no dont_remove = 0 double_bounce_sender = double-bounce duplicate_filter_limit = 1000 empty_address_recipient = MAILER-DAEMON enable_original_recipient = yes error_notice_recipient = postmaster error_service_name = error execution_directory_expansion_filter = 1234567890!@%-_=+:,./abcdefghijklmnopqrstuvwxyzABCDEFGHIJKLMNOPQRSTUVWXYZ expand_owner_alias = no export_environment = TZ MAIL_CONFIG fallback_relay = fallback_transport = fast_flush_domains = $relay_domains fast_flush_purge_time = 7d fast_flush_refresh_time = 12h fault_injection_code = 0 flush_service_name = flush fork_attempts = 5 fork_delay = 1s forward_expansion_filter = 1234567890!@%-_=+:,./abcdefghijklmnopqrstuvwxyzABCDEFGHIJKLMNOPQRSTUVWXYZ forward_path = $home/.forward${recipient_delimiter}${extension}, $home/.forward hash_queue_depth = 1 hash_queue_names = deferred, defer header_address_token_limit = 10240 header_checks = header_size_limit = 102400 helpful_warnings = yes home_mailbox = hopcount_limit = 50 html_directory = no ignore_mx_lookup_error = no import_environment = MAIL_CONFIG MAIL_DEBUG MAIL_LOGTAG TZ XAUTHORITY DISPLAY in_flow_delay = 1s inet_interfaces = all inet_protocols = ipv4 initial_destination_concurrency = 5 invalid_hostname_reject_code = 501 ... local_command_shell = local_destination_concurrency_limit = 2 local_destination_recipient_limit = 1 local_header_rewrite_clients = permit_inet_interfaces local_recipient_maps = proxy:unix:passwd.byname $alias_maps local_transport = local:$myhostname luser_relay = mail_name = Postfix mail_owner = postfix mail_release_date = 20060405 mail_spool_directory = /var/mail mail_version = 2.2.10 mailbox_command = mailbox_command_maps = mailbox_delivery_lock = fcntl, dotlock mailbox_size_limit = 51200000 mailbox_transport = mailq_path = /usr/bin/mailq.postfix manpage_directory = /usr/share/man maps_rbl_domains = maps_rbl_reject_code = 554 masquerade_classes = envelope_sender, header_sender, header_recipient masquerade_domains = masquerade_exceptions = max_idle = 100s max_use = 100 maximal_backoff_time = 4000s maximal_queue_lifetime = 5d message_size_limit = 10240000 mime_boundary_length_limit = 2048 mime_header_checks = $header_checks mime_nesting_limit = 100 minimal_backoff_time = 1000s multi_recipient_bounce_reject_code = 550 mydestination = localhost.$mydomain, localhost mydomain = cambenergy.org myhostname = rt.cambenergy.org mynetworks = 127.0.0.1/32 71.4.180.220/32 192.168.234.235/32 mynetworks_style = host myorigin = $mydomain nested_header_checks = $header_checks newaliases_path = /usr/bin/newaliases.postfix non_fqdn_reject_code = 504 notify_classes = resource, software owner_request_special = yes parent_domain_matches_subdomains = debug_peer_list,fast_flush_domains,mynetworks,permit_mx_backup_networks,qmqpd_authorized_clients,relay_domains,smtpd_access_maps permit_mx_backup_networks = pickup_service_name = pickup prepend_delivered_header = command, file, forward process_id_directory = pid propagate_unmatched_extensions = canonical, virtual proxy_interfaces = proxy_read_maps = $local_recipient_maps $mydestination $virtual_alias_maps $virtual_alias_domains $virtual_mailbox_maps $virtual_mailbox_domains $relay_recipient_maps $relay_domains $canonical_maps $sender_canonical_maps $recipient_canonical_maps $relocated_maps $transport_maps $mynetworks qmgr_clog_warn_time = 300s qmgr_fudge_factor = 100 qmgr_message_active_limit = 20000 qmgr_message_recipient_limit = 20000 qmgr_message_recipient_minimum = 10 qmqpd_authorized_clients = qmqpd_error_delay = 1s qmqpd_timeout = 300s queue_directory = /var/spool/postfix queue_file_attribute_count_limit = 100 queue_minfree = 0 queue_run_delay = 1000s queue_service_name = qmgr rbl_reply_maps = readme_directory = /usr/share/doc/postfix-2.2.10/README_FILES receive_override_options = recipient_bcc_maps = recipient_canonical_classes = envelope_recipient, header_recipient recipient_canonical_maps = recipient_delimiter = reject_code = 554 relay_clientcerts = relay_destination_concurrency_limit = $default_destination_concurrency_limit relay_destination_recipient_limit = $default_destination_recipient_limit relay_domains = $mydomain relay_domains_reject_code = 554 relay_recipient_maps = relay_transport = relay relayhost = relocated_maps = remote_header_rewrite_domain = require_home_directory = no resolve_dequoted_address = yes resolve_null_domain = no rewrite_service_name = rewrite sample_directory = /usr/share/doc/postfix-2.2.10/samples sender_based_routing = no sender_bcc_maps = sender_canonical_classes = envelope_sender, header_sender sender_canonical_maps = sendmail_path = /usr/sbin/sendmail.postfix service_throttle_time = 60s setgid_group = postdrop show_user_unknown_table_name = yes showq_service_name = showq ... soft_bounce = no stale_lock_time = 500s strict_7bit_headers = no strict_8bitmime = no strict_8bitmime_body = no strict_mime_encoding_domain = no strict_rfc821_envelopes = no sun_mailtool_compatibility = no swap_bangpath = yes syslog_facility = mail syslog_name = postfix ... trace_service_name = trace transport_maps = hash:/etc/postfix/transport transport_retry_time = 60s trigger_timeout = 10s undisclosed_recipients_header = To: undisclosed-recipients:; unknown_address_reject_code = 450 unknown_client_reject_code = 450 unknown_hostname_reject_code = 450 unknown_local_recipient_reject_code = 450 unknown_relay_recipient_reject_code = 550 unknown_virtual_alias_reject_code = 550 unknown_virtual_mailbox_reject_code = 550 unverified_recipient_reject_code = 450 unverified_sender_reject_code = 450 verp_delimiter_filter = -=+ virtual_alias_domains = $virtual_alias_maps virtual_alias_expansion_limit = 1000 virtual_alias_maps = hash:/etc/postfix/virtual virtual_alias_recursion_limit = 1000 virtual_destination_concurrency_limit = $default_destination_concurrency_limit virtual_destination_recipient_limit = $default_destination_recipient_limit virtual_gid_maps = virtual_mailbox_base = virtual_mailbox_domains = $virtual_mailbox_maps virtual_mailbox_limit = 51200000 virtual_mailbox_lock = fcntl virtual_mailbox_maps = virtual_minimum_uid = 100 virtual_transport = virtual virtual_uid_maps = -- Cambridge Energy Alliance: Save money & the planet From jpierce at cambridgeenergyalliance.org Mon Aug 4 19:12:15 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 4 Aug 2008 19:12:15 -0400 Subject: [rt-users] RT + relay In-Reply-To: <48978A6F.6030602@gmail.com> References: <924925846-1217890374-cardhu_decombobulator_blackberry.rim.net-186801813-@bxe172.bisx.prod.on.blackberry> <48978A6F.6030602@gmail.com> Message-ID: > add cambenergy.org to mydestinations > that will keep the emails going to play at cambenergy.org local But all @cambenergy.org (except explicitly configured for local delivery) are supposed to be relayed, hence the lack of domain in mydestinations... Regardless, the messages are still deferred even with that change :-/ -- Cambridge Energy Alliance: Save money & the planet From chaim.rieger at gmail.com Mon Aug 4 19:14:37 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Mon, 04 Aug 2008 16:14:37 -0700 Subject: [rt-users] RT + relay In-Reply-To: References: <924925846-1217890374-cardhu_decombobulator_blackberry.rim.net-186801813-@bxe172.bisx.prod.on.blackberry> <48978A6F.6030602@gmail.com> Message-ID: <48978D5D.8000108@gmail.com> Jerrad Pierce wrote: >> add cambenergy.org to mydestinations >> that will keep the emails going to play at cambenergy.org local > But all @cambenergy.org (except explicitly configured for local delivery) > are supposed to be relayed, hence the lack of domain in mydestinations... > Regardless, the messages are still deferred even with that change :-/ > got it, i thought i missed something here is how i would do it set the dns rt.cambenergy.org to point to your server now configure postfix for that domain to keep it local, and alias play at cambenergy.org to play at rt.cambenergy.org -- -- Chaim Rieger From tom at netspot.com.au Mon Aug 4 19:37:12 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Tue, 5 Aug 2008 09:07:12 +0930 Subject: [rt-users] RT + relay In-Reply-To: <48978D5D.8000108@gmail.com> References: <924925846-1217890374-cardhu_decombobulator_blackberry.rim.net-186801813-@bxe172.bisx.prod.on.blackberry> <48978A6F.6030602@gmail.com> <48978D5D.8000108@gmail.com> Message-ID: <3E16E162-3EFE-4B43-BCAC-80F6F9BA237A@netspot.com.au> On 05/08/2008, at 8:44 AM, Chaim Rieger wrote: > Jerrad Pierce wrote: >>> add cambenergy.org to mydestinations >>> that will keep the emails going to play at cambenergy.org local >> But all @cambenergy.org (except explicitly configured for local >> delivery) >> are supposed to be relayed, hence the lack of domain in >> mydestinations... >> Regardless, the messages are still deferred even with that change :-/ >> > got it, i thought i missed something > > here is how i would do it > > set the dns rt.cambenergy.org to point to your server > now configure postfix for that domain to keep it local, and alias > play at cambenergy.org to play at rt.cambenergy.org This is what we do too. Regards, Tom From sronan at fattoc.com Mon Aug 4 19:50:02 2008 From: sronan at fattoc.com (Shane Ronan) Date: Mon, 4 Aug 2008 16:50:02 -0700 Subject: [rt-users] Weird issue - web gui logout on comment/reply Message-ID: <94DDE9DB-0F11-46BE-B696-F0FD18DF8F1F@fattoc.com> Hello everyone, Hoping someone else has experienced what I am, so I can get some help. Whenever I comment or reply to a ticket in the web gui and hit submit, I get logged out. When I log back in, I am brought right back to the ticket I was commenting or replying to. Any ideas? thanks in advance. Shane I am running RT v. 3.8.0 w/ Apache/2.2.3 From micah at onshore.com Mon Aug 4 19:52:07 2008 From: micah at onshore.com (Micah Gersten) Date: Mon, 04 Aug 2008 18:52:07 -0500 Subject: [rt-users] Weird issue - web gui logout on comment/reply In-Reply-To: <94DDE9DB-0F11-46BE-B696-F0FD18DF8F1F@fattoc.com> References: <94DDE9DB-0F11-46BE-B696-F0FD18DF8F1F@fattoc.com> Message-ID: <48979627.6080405@onshore.com> Are you using https? Is RT configured to use https? We have this problem when someone tries to access RT with https, but our server is not det up to handle it properly. Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Shane Ronan wrote: > Hello everyone, > > Hoping someone else has experienced what I am, so I can get some help. > > Whenever I comment or reply to a ticket in the web gui and hit > submit, I get logged out. > > When I log back in, I am brought right back to the ticket I was > commenting or replying to. > > Any ideas? > > thanks in advance. > > Shane > > I am running RT v. 3.8.0 w/ Apache/2.2.3 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From sronan at fattoc.com Mon Aug 4 19:55:23 2008 From: sronan at fattoc.com (Shane Ronan) Date: Mon, 4 Aug 2008 16:55:23 -0700 Subject: [rt-users] Weird issue - web gui logout on comment/reply In-Reply-To: <48979627.6080405@onshore.com> References: <94DDE9DB-0F11-46BE-B696-F0FD18DF8F1F@fattoc.com> <48979627.6080405@onshore.com> Message-ID: <76B22B97-0B92-46EB-9C62-2703A322601D@fattoc.com> Nope, just http, not https On Aug 4, 2008, at 4:52 PM, Micah Gersten wrote: > Are you using https? Is RT configured to use https? We have this > problem when someone tries to access RT with https, but our server is > not det up to handle it properly. > > Thank you, > Micah Gersten > onShore Networks > Internal Developer > http://www.onshore.com > > > > Shane Ronan wrote: >> Hello everyone, >> >> Hoping someone else has experienced what I am, so I can get some >> help. >> >> Whenever I comment or reply to a ticket in the web gui and hit >> submit, I get logged out. >> >> When I log back in, I am brought right back to the ticket I was >> commenting or replying to. >> >> Any ideas? >> >> thanks in advance. >> >> Shane >> >> I am running RT v. 3.8.0 w/ Apache/2.2.3 >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> From jpierce at cambridgeenergyalliance.org Mon Aug 4 21:11:22 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 4 Aug 2008 21:11:22 -0400 Subject: [rt-users] RT + relay In-Reply-To: <48978D5D.8000108@gmail.com> References: <924925846-1217890374-cardhu_decombobulator_blackberry.rim.net-186801813-@bxe172.bisx.prod.on.blackberry> <48978A6F.6030602@gmail.com> <48978D5D.8000108@gmail.com> Message-ID: > here is how i would do it > set the dns rt.cambenergy.org to point to your server done > now configure postfix for that domain to keep it local, mydestination = localhost.$mydomain, localhost, rt.cambenergy.org? > and alias play at cambenergy.org to play at rt.cambenergy.org no joy. Tom, would it be possible to get the pertinent excerpts from your postconf, etc.? -- Cambridge Energy Alliance: Save money & the planet From markh at intechgra.com Mon Aug 4 21:24:39 2008 From: markh at intechgra.com (Mark Hazen) Date: Mon, 4 Aug 2008 18:24:39 -0700 Subject: [rt-users] RT requiring login for every click Message-ID: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BCC7@exchange.intechgra.local> Hiya folks, I saw this mentioned on the list a couple months back, but under Gentoo, and while the issue was related to the MySQL language configuration, there was a note from ruz at bp stating that this was an issue related the default charset setting for MySQL (under Gentoo, though) which had been addressed for the next release (under 3.6, so it'd be incorporated into 3.8 I'm guessing). When a user (admin user in this case) logs in, they get the home page, but any subsequent clicks bring the login page up again. The system and Apache logs don't reveal any errors, just a successful login message when the logins are made. I've checked the database and the cookie, and the RT_SID is identical and being updated with each request. We did have default-character-set as utf8 as recommended for Dovecot on the same machine, but I've commented that out and restarted all associated services, and we still have the multiple login requests. I'm attaching my my.cnf file below in case that's the culprit; I do appreciate any suggestions that might help here. Environment: RT: 3.8.0 OS: Oracle Linux 5.2 (RHEL5 equivalent) DB: MySQL 5.0.45 Web Server: Apache/2.2.3 Just for completeness, "make testdeps" states that all dependencies have been found. MySQL config (/etc/my.cnf): [mysqld] datadir=/var/lib/mysql socket=/var/lib/mysql/mysql.sock user=mysql old_passwords=0 # RT suggested settings # set-variable = innodb_mirrored_log_groups=1 set-variable = innodb_log_files_in_group=3 set-variable = innodb_log_file_size=5M set-variable = innodb_log_buffer_size=8M innodb_flush_log_at_trx_commit=1 innodb_log_archive=0 set-variable = innodb_buffer_pool_size=16M set-variable = innodb_additional_mem_pool_size=2M set-variable = innodb_file_io_threads=4 set-variable = innodb_lock_wait_timeout=50 set-variable = sort_buffer=2M # Dovecot suggested settings # # default-character-set = utf8 # default-collation = utf8_general_ci [mysqld_safe] log-error=/var/log/mysqld.log pid-file=/var/run/mysqld/mysqld.pid Thanks in advance, -mh. From delriego at fing.edu.uy Mon Aug 4 21:30:12 2008 From: delriego at fing.edu.uy (Mario A. del Riego) Date: Mon, 04 Aug 2008 22:30:12 -0300 Subject: [rt-users] Developing RT - Show changes without restart apache Message-ID: <4897AD24.1050909@fing.edu.uy> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, i'm new in RT. In my work I need to add some functionality to RT, so it's very uncomfortable restart Apache on each change I want to make. So, exist a simple way to view the changes (almost) immediately? Thanks in advance. - -- A\C Mario A. del Riego Unidad de Recursos Inform?ticos Facultad de Ingenier?a - UdelaR "La Universidad no puede ser un dep?sito indiferente de sue?os y frustraciones personales..." Dr. G. Perera -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAkiXrSQACgkQB6f+NSnOywTVpgCgw6K6TpKHBc0r2AkEbBWRyNwd GhwAoMqnnsst3EiQ/cpfyryqeyEb+LFi =a4pK -----END PGP SIGNATURE----- From jesse at bestpractical.com Mon Aug 4 23:59:25 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Aug 2008 23:59:25 -0400 Subject: [rt-users] Developing RT - Show changes without restart apache In-Reply-To: <4897AD24.1050909@fing.edu.uy> References: <4897AD24.1050909@fing.edu.uy> Message-ID: On Aug 4, 2008, at 9:30 PM, Mario A. del Riego wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > > Hi, i'm new in RT. In my work I need to add some functionality to > RT, so > it's very uncomfortable restart Apache on each change I want to make. > So, exist a simple way to view the changes (almost) immediately? > Have a look at 'DevelMode' in the RT configuration file. > Thanks in advance. > > - -- > A\C Mario A. del Riego > Unidad de Recursos Inform?ticos > Facultad de Ingenier?a - UdelaR > "La Universidad no puede ser un dep?sito indiferente de sue?os > y frustraciones personales..." Dr. G. Perera > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.9 (GNU/Linux) > > iEYEARECAAYFAkiXrSQACgkQB6f+NSnOywTVpgCgw6K6TpKHBc0r2AkEbBWRyNwd > GhwAoMqnnsst3EiQ/cpfyryqeyEb+LFi > =a4pK > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jpierce at cambridgeenergyalliance.org Tue Aug 5 00:26:38 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 5 Aug 2008 00:26:38 -0400 Subject: [rt-users] RT + relay In-Reply-To: <3E16E162-3EFE-4B43-BCAC-80F6F9BA237A@netspot.com.au> References: <924925846-1217890374-cardhu_decombobulator_blackberry.rim.net-186801813-@bxe172.bisx.prod.on.blackberry> <48978A6F.6030602@gmail.com> <48978D5D.8000108@gmail.com> <3E16E162-3EFE-4B43-BCAC-80F6F9BA237A@netspot.com.au> Message-ID: This seems to be what Tom & Chaim are suggestion. Alas, it has not worked thus far. I also tried explicitly forcing a local transport for the username but the same problematic expansion to the unresolvable @localhost.$mydomain occurs. I'm afraid I may have to create unix users, but that's most uncool and difficult to maintain. -- Cambridge Energy Alliance: Save money & the planet From chaim.rieger at gmail.com Tue Aug 5 00:29:39 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Tue, 5 Aug 2008 04:29:39 +0000 Subject: [rt-users] RT + relay Message-ID: <1941921190-1217910581-cardhu_decombobulator_blackberry.rim.net-1438046672-@bxe172.bisx.prod.on.blackberry> Will post my Alias Postconf Files tomorrow Don't create users ------Original Message------ From: Jerrad Pierce Sender: To: Tom Lanyon Cc: Chaim Rieger Cc: RT Users Sent: Aug 4, 2008 21:26 Subject: Re: [rt-users] RT + relay This seems to be what Tom & Chaim are suggestion. Alas, it has not worked thus far. I also tried explicitly forcing a local transport for the username but the same problematic expansion to the unresolvable @localhost.$mydomain occurs. I'm afraid I may have to create unix users, but that's most uncool and difficult to maintain. -- Cambridge Energy Alliance: Save money & the planet Sent via BlackBerry from T-Mobile From mchandler at ky.ttk.i-fielding.jp Tue Aug 5 02:53:40 2008 From: mchandler at ky.ttk.i-fielding.jp (=?UTF-8?B?44OB44Oj44Oz44OJ44Op?=) Date: Tue, 05 Aug 2008 15:53:40 +0900 Subject: [rt-users] reply via email from AdminCC does not go to Requestor In-Reply-To: <200807310009.12141.mchandler@ky.ttk.i-fielding.jp> References: <48901E0D.9070204@ky.ttk.i-fielding.jp> <6.2.3.4.2.20080730092210.01e7c490@po14.mit.edu> <200807310009.12141.mchandler@ky.ttk.i-fielding.jp> Message-ID: <4897F8F4.6070408@ky.ttk.i-fielding.jp> Hi, Just so the record is complete, it turned out the problem was with the mailing list application that I was using to forward mail into RT, and not RT itself. I don't know exactly what was happening, but I suspect some header information that RT was expecting was not there, or was in an unexpected place. Thanks to those that gave advice. Cheers, Martin From ashish.jain at guavus.com Tue Aug 5 10:16:26 2008 From: ashish.jain at guavus.com (Ashish Jain) Date: Tue, 5 Aug 2008 19:46:26 +0530 Subject: [rt-users] Automating RTIR reporting Message-ID: <008101c8f705$ddcee4c0$996cae40$@jain@guavus.com> Hi Is there a way by which we can automate the process of Incident reporting to RTIR. Say by means of an SNMPtrap from a device which detects such incidents. Regards Ashish -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaim.rieger at gmail.com Tue Aug 5 11:49:28 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Tue, 5 Aug 2008 15:49:28 +0000 Subject: [rt-users] Automating RTIR reporting In-Reply-To: <008101c8f705$ddcee4c0$996cae40$@jain@guavus.com> References: <008101c8f705$ddcee4c0$996cae40$@jain@guavus.com> Message-ID: <1023397499-1217951371-cardhu_decombobulator_blackberry.rim.net-1376450097-@bxe172.bisx.prod.on.blackberry> Use nagios to open a rt ticket Sent via BlackBerry from T-Mobile -----Original Message----- From: "Ashish Jain" Date: Tue, 5 Aug 2008 19:46:26 To: Subject: [rt-users] Automating RTIR reporting _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Aug 5 12:04:54 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 05 Aug 2008 09:04:54 -0700 Subject: [rt-users] RT requiring login for every click In-Reply-To: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BCC7@exchange.intechgra.local> References: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BCC7@exchange.intechgra.local> Message-ID: <48987A26.9010507@lbl.gov> Mark, We ran into the same problem, only we are on Oracle. Our problem turned out to be the result of using FireFox and Oracle. Our solution was to change the code RT uses to set a session cookie as follows: # The following code should be added to the existing code in the ?if? # condition code in the file "SetupSessionCookie" # on line # 75 (right after my $session_properties;), # in the directory /$RTHOME/local/html/Elements: # 74 my $session_properties; 75 if ( $session_class eq 'Apache::Session::File' ) { 76 $session_properties = { 77 Directory => $RT::MasonSessionDir, 78 LockDirectory => $RT::MasonSessionDir, 79 Transaction => 1 80 }; 81 } else { 82 $session_properties = { 83 Handle => $RT::Handle->dbh, 84 LockHandle => $RT::Handle->dbh, 85 Transaction => 1 86 }; 87 } Lines 78 and 85 were added to the original code. After that, we have had no problems at all. I hope this helps. Kenn LBNL On 8/4/2008 6:24 PM, Mark Hazen wrote: > Hiya folks, > > I saw this mentioned on the list a couple months back, but under Gentoo, > and while the issue was related to the MySQL language configuration, > there was a note from ruz at bp stating that this was an issue related the > default charset setting for MySQL (under Gentoo, though) which had been > addressed for the next release (under 3.6, so it'd be incorporated into > 3.8 I'm guessing). > > When a user (admin user in this case) logs in, they get the home page, > but any subsequent clicks bring the login page up again. The system and > Apache logs don't reveal any errors, just a successful login message > when the logins are made. > > I've checked the database and the cookie, and the RT_SID is identical > and being updated with each request. We did have default-character-set > as utf8 as recommended for Dovecot on the same machine, but I've > commented that out and restarted all associated services, and we still > have the multiple login requests. > > I'm attaching my my.cnf file below in case that's the culprit; I do > appreciate any suggestions that might help here. > > > Environment: > RT: 3.8.0 > OS: Oracle Linux 5.2 (RHEL5 equivalent) > DB: MySQL 5.0.45 > Web Server: Apache/2.2.3 > > Just for completeness, "make testdeps" states that all dependencies have > been found. > > MySQL config (/etc/my.cnf): > [mysqld] > datadir=/var/lib/mysql > socket=/var/lib/mysql/mysql.sock > user=mysql > old_passwords=0 > > # RT suggested settings > # > set-variable = innodb_mirrored_log_groups=1 > set-variable = innodb_log_files_in_group=3 > set-variable = innodb_log_file_size=5M > set-variable = innodb_log_buffer_size=8M > innodb_flush_log_at_trx_commit=1 > innodb_log_archive=0 > set-variable = innodb_buffer_pool_size=16M > set-variable = innodb_additional_mem_pool_size=2M > set-variable = innodb_file_io_threads=4 > set-variable = innodb_lock_wait_timeout=50 > set-variable = sort_buffer=2M > > # Dovecot suggested settings > # > # default-character-set = utf8 > # default-collation = utf8_general_ci > > [mysqld_safe] > log-error=/var/log/mysqld.log > pid-file=/var/run/mysqld/mysqld.pid > > > Thanks in advance, > -mh. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Aug 5 12:29:10 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 5 Aug 2008 12:29:10 -0400 Subject: [rt-users] [Rt-devel] Offline Edits lacks documentation/mystery In-Reply-To: References: Message-ID: <4987203C-9C05-4491-956D-BC31EA251796@bestpractical.com> On Aug 4, 2008, at 6:39 PM, Jerrad Pierce wrote: > As a few others have noted, there's fairly little documentation > available about > "Tools>Offline edits", mostly just some hearsay on these lists. > Although tucked > away in the nether regions of RT, I think it caches peoples eyes as a > potentially > useful means of injecting ticket-like data gathered pre-local RT > installation. > > If anyone has information that they can contribute to help illuminate > this enigma, > please see http://wiki.bestpractical.com/view/OfflineEdits I've tried > to experiment > with the tool to suss out some answers, but I cannot get it to work... > To get you started: The tool was designed for a customer who wanted a way to create a spreadsheet or text format of tasks in a meeting and upload them. It uses the same format as the CreateTickets action. You can "download" formatted copies of certain tasks by clicking the "offline" link in a search results page. > -- > Cambridge Energy Alliance: Save money & the planet > _______________________________________________ > List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel > From alex at bytemark.co.uk Tue Aug 5 13:44:33 2008 From: alex at bytemark.co.uk (Alex Howells) Date: Tue, 05 Aug 2008 18:44:33 +0100 Subject: [rt-users] Personal Queues/Tags Message-ID: <48989181.20603@bytemark.co.uk> This is as much a question to find out how everyone else manages, as a query about what features / hacks / patches may exist to solve stuff! We operate a number of queues such as: Admin Enquiries Orders etc etc etc Tickets will come in to those via various mail addresses, but in terms of daily work-flow, generally anyone will pick up tickets from across the queues to deal with. Ownership will change to that person, ownership can be changed to pass a ticket if required (escalation). What I'm really after is a way to better handle my own queue, which often gets quite full and difficult to navigate with 100+ 'open' tickets -- typically tickets fall into a few different categories: * Just taken, requires initial response to request more information or begin to address customer issue. Important if I take these during the working day they get a reply (to the customer) before 5pm. * Taken, dialogue has happened. Customer is now waiting on me to action something but it isn't a new ticket; these don't require action by 5pm but need movement within 48-72 hours or people don't feel the love. * Waiting on information from customer, no expectation the issue is resolved. Clarification required, etc. * Suspect the issue is fixed, waiting for confirmation of that from the customer. If no response received then I'd usually close these after 48-72 hours which issues an explicit mail stating "We believe its fixed". Fourth 'category' (48-72 hour wait) basically avoids spamming customers with a resolved mail -- logic behind this is customers get frustrated if there's been a misunderstanding and they do *not* think the issue is resolved, plus a high "churn rate" (resolved -> reopened) is bad. I almost get tempted to stall stuff in the fourth category since that gets them out of my 'front page' view but they'll pop back up if/when the customer replies, but then they never actually get resolved! So how do you chaps manage a 'large' personal queue, ensuring the right tickets get your attention at the right times? As a side note -- with regards stalled/resolved tickets in a personal queue where a member of staff is away.. is there an easy way to tell RT someone is away, so any reopened stuff during that duration automatically gets moved into the unowned queue for attention? Cheers! Alex From slackamp at gmail.com Tue Aug 5 16:08:37 2008 From: slackamp at gmail.com (slamp slamp) Date: Tue, 5 Aug 2008 16:08:37 -0400 Subject: [rt-users] AdminUsers able to modify superuser Message-ID: <78926d250808051308ue4ff87fw99ad80ce5ed8d57@mail.gmail.com> When a user is given the AdminUsers right, it is able to modify the superuser account. Can it be prevented? I am using 3.6.7 From justin at myri.com Tue Aug 5 17:05:13 2008 From: justin at myri.com (Justin Pratt) Date: Tue, 05 Aug 2008 17:05:13 -0400 Subject: [rt-users] "Push" RT at a Glance updates? Message-ID: <4898C089.4070605@myri.com> Occasionally I create searches that would be useful for all my users. I would like to add these to everyone's home page without disturbing their customizations. Does anyone have a solution or recommendation? Thanks, Justin From kfreels at sendmail.com Tue Aug 5 17:36:14 2008 From: kfreels at sendmail.com (Kevin Freels) Date: Tue, 5 Aug 2008 14:36:14 -0700 Subject: [rt-users] Can't remove incorrect "new ticket" queue entry indropdown In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B31EA51@platypus> References: <556AE10AFFB7484B833AF9BE7BF9FD3B31E7FA@platypus> <556AE10AFFB7484B833AF9BE7BF9FD3B31EA51@platypus> Message-ID: <556AE10AFFB7484B833AF9BE7BF9FD3B31EDFF@platypus> Still stuck on this.... :-( The affected user(s)(yes, there are more than one) all seem now to have the ENG Queue in the "New Ticket" dropdown. I have all but removed the user I was originally debugging this for (the HR Director); pretty much, she is a privledged user and is a member of the HR Group, but the Group has no rights and she has no User rights. If you have the "Quick Search" set up on the "RT at a Glance" while logged in as the HR Director user and click on the Edit tab for RTaaG, you are presented with the choices of queues you'd like to see for QS. That Queue ("ENG") is *always* available as a choice. I noticed that if I take away the SeeQueue rights for Privedged Users in that Queue, the HR Queue disappears from that "RT at a glance" Edit option, but not the ENG Queue. So it looks like the ENG queue is somehow embedded somewhere. Is there a way to fix this short of "shredding" it? This is affecting more than just this user now, and is becoming a show-stopper. Unfortunately, the ENG queue is already in production, so it would be extremely difficult for me to start over or even upgrade to 3.8. Thanks for *any* suggestions anyone might have! ....k -=-=-=- > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Kevin Freels > Sent: Thursday, July 31, 2008 10:00 AM > To: rt Users > Subject: Re: [rt-users] Can't remove incorrect "new ticket" > queue entry indropdown > > Further info on this: > > I tried creating (modifying) another user to add to the > affected queue, but I still get the incorrect default for the > dropdown "new ticket" box when logged in as that user.. > > This is becoming a show stopper, and if upgrading to 3.8 is > the only solution to fix, I need to start thinking about > this. However, any suggestions regarding this are greatly appreciated. > > Again, thanks as always. > > ....k > -=-=-=- > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Kevin > > Freels > > Sent: Tuesday, July 29, 2008 9:49 AM > > To: rt Users > > Subject: [rt-users] Can't remove incorrect "new ticket" queue entry > > indropdown > > > > Greetings! > > > > RT 3.6.5 / FC8 > > > > I have a queue that only contains a couple people for confidential > > reasons (HR). I added the director of HR to be a watcher, and > > everything was fine; I had tested it, including logging in as her > > user. This was the second "production" > > queue I added to the system. Since then, I've added three > more queues. > > > > However, since this HR queue wasn't very active, the HR > director went > > to submit a ticket for the first time about a week after I > created it, > > and suddenly all of the other queues in the instance showed > up in the > > dropdown next to the "New Ticket" button. This confused the HR > > director (and suprised me, since I had tested it before > releasing it > > as a "production" queue). > > > > I went and tinkered around, changing/removing rights (example: "Show > > Queue") from this user, the HR group, etc. However, even after 1) > > pretty much taking *all* rights away from her , 2)revoking > all rights > > of the group she's a member of short of removing her as a > privledged > > user, one queue (ENG) still shows up in the dropdown that's she's > > *not* a member of. She is not a member of the ENG group. No matter > > what I have tried, I can't remove that ENG queue entry from the > > dropdown at all. > > > > It is not the alphabetically first group (we have one named > CRM), so I > > don't think that is the issue. > > > > This happens in IE and FF. Restarting httpd did not fix > this problem. > > > > The other users for that queue are members of other queues > that we are > > using, so I can't really muck around with their rights, and that > > wouldn't really be an adequate test anyways. > > > > Another related issue: If I set "All Unowned Tickets" in > her "RT at a > > Glance", she sees tickets for queues she is not a member > of. Is this > > the default behavior? I'd like her to be able to see > unowned tickets > > in the HR queue, but not *all* unowned tickets as they really don't > > concern her. > > > > Suggestions (and, no, upgrading to 3.8 would be a problem at this > > point since we're still getting rolling on RT for the first > time....)? > > > > Thanks, as always. > > > > ....k > > -=-=-=- > > Kevin Freels > > Director of Information Technology > > Sendmail, Inc. > > kfreels at sendmail.com 510/594.5572 > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial > > support: 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 gpetme at gmail.com Tue Aug 5 18:05:50 2008 From: gpetme at gmail.com (Greg Petras) Date: Tue, 5 Aug 2008 15:05:50 -0700 Subject: [rt-users] Automating RTIR reporting In-Reply-To: <1023397499-1217951371-cardhu_decombobulator_blackberry.rim.net-1376450097-@bxe172.bisx.prod.on.blackberry> References: <1023397499-1217951371-cardhu_decombobulator_blackberry.rim.net-1376450097-@bxe172.bisx.prod.on.blackberry> Message-ID: Alternatively, if you can send traps from your device, you could receive them in using snmptt and have it EXEC a script to open an RT ticket. http://snmptt.sf.net Greg On Tue, Aug 5, 2008 at 8:49 AM, wrote: > Use nagios to open a rt ticket > > > Sent via BlackBerry from T-Mobile > > -----Original Message----- > From: "Ashish Jain" > > Date: Tue, 5 Aug 2008 19:46:26 > To: > Subject: [rt-users] Automating RTIR reporting > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 james at zivity.com Tue Aug 5 18:34:17 2008 From: james at zivity.com (James Downs) Date: Tue, 5 Aug 2008 15:34:17 -0700 Subject: [rt-users] In 3.8.0, RTFM doesn't always include Message-ID: Hello, We've noticed that since the 3.8.0 upgrade, sometimes trying to include an RTFM article doesn't always work. Trying multiple (many!) times, eventually it seems to work. Anyone seen this behavior? Anyone got a solution? Thanks! Cheers, -j From sronan at fattoc.com Tue Aug 5 19:25:48 2008 From: sronan at fattoc.com (Shane Ronan) Date: Tue, 5 Aug 2008 16:25:48 -0700 Subject: [rt-users] Weird issue - web gui logout on comment/reply In-Reply-To: <94DDE9DB-0F11-46BE-B696-F0FD18DF8F1F@fattoc.com> References: <94DDE9DB-0F11-46BE-B696-F0FD18DF8F1F@fattoc.com> Message-ID: <8A2C4A7B-44C1-435B-ACB9-A08C7FFAC879@fattoc.com> Anyone have any ideas about this? Getting logged out whenever I interact with any ticket in the web-gui. On Aug 4, 2008, at 4:50 PM, Shane Ronan wrote: > Hello everyone, > > Hoping someone else has experienced what I am, so I can get some help. > > Whenever I comment or reply to a ticket in the web gui and hit > submit, I get logged out. > > When I log back in, I am brought right back to the ticket I was > commenting or replying to. > > Any ideas? > > thanks in advance. > > Shane > > I am running RT v. 3.8.0 w/ Apache/2.2.3 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From gordon at cryologic.com Tue Aug 5 19:42:16 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Wed, 06 Aug 2008 09:42:16 +1000 Subject: [rt-users] Personal Queues/Tags In-Reply-To: <48989181.20603@bytemark.co.uk> References: <48989181.20603@bytemark.co.uk> Message-ID: <4898E558.9010307@cryologic.com> I have multiple searches listed on my homepage which are subsets of all the tickets I own: a list of tickets due this week a list of tickets of highest priority etc, etc. If you can categorise your tickets effectively you should be able to create searches to list just those categories. Gordon Alex Howells wrote: > This is as much a question to find out how everyone else manages, as a > query about what features / hacks / patches may exist to solve stuff! > > We operate a number of queues such as: > > Admin > Enquiries > Orders > etc etc etc > > Tickets will come in to those via various mail addresses, but in terms > of daily work-flow, generally anyone will pick up tickets from across > the queues to deal with. Ownership will change to that person, ownership > can be changed to pass a ticket if required (escalation). > > What I'm really after is a way to better handle my own queue, which > often gets quite full and difficult to navigate with 100+ 'open' tickets > -- typically tickets fall into a few different categories: > > * Just taken, requires initial response to request > more information or begin to address customer issue. > Important if I take these during the working day they > get a reply (to the customer) before 5pm. > > * Taken, dialogue has happened. Customer is now waiting > on me to action something but it isn't a new ticket; > these don't require action by 5pm but need movement > within 48-72 hours or people don't feel the love. > > * Waiting on information from customer, no expectation > the issue is resolved. Clarification required, etc. > > * Suspect the issue is fixed, waiting for confirmation > of that from the customer. If no response received > then I'd usually close these after 48-72 hours which > issues an explicit mail stating "We believe its fixed". > > Fourth 'category' (48-72 hour wait) basically avoids spamming customers > with a resolved mail -- logic behind this is customers get frustrated if > there's been a misunderstanding and they do *not* think the issue is > resolved, plus a high "churn rate" (resolved -> reopened) is bad. > > I almost get tempted to stall stuff in the fourth category since that > gets them out of my 'front page' view but they'll pop back up if/when > the customer replies, but then they never actually get resolved! > > So how do you chaps manage a 'large' personal queue, ensuring the right > tickets get your attention at the right times? > > As a side note -- with regards stalled/resolved tickets in a personal > queue where a member of staff is away.. is there an easy way to tell RT > someone is away, so any reopened stuff during that duration > automatically gets moved into the unowned queue for attention? > > Cheers! > Alex From falcone at bestpractical.com Tue Aug 5 19:54:47 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 5 Aug 2008 19:54:47 -0400 Subject: [rt-users] In 3.8.0, RTFM doesn't always include In-Reply-To: References: Message-ID: On Aug 5, 2008, at 6:34 PM, James Downs wrote: > We've noticed that since the 3.8.0 upgrade, sometimes trying to > include an RTFM article doesn't always work. Trying multiple (many!) > times, eventually it seems to work. Anyone seen this behavior? > Anyone got a solution? What version of RTFM? Have you tried RTFM's trunk which has had a few bugfixes for 3.8? What errors are in your log? I have not seen this and I have done a lot of work with RTFM in the last few weeks. You also don't say what kind of RTFM setup you have, or how you're including the articles. I can think of several different ways to select an article for inclusion. -kevin From james at zivity.com Tue Aug 5 20:06:02 2008 From: james at zivity.com (James Downs) Date: Tue, 5 Aug 2008 17:06:02 -0700 Subject: [rt-users] In 3.8.0, RTFM doesn't always include In-Reply-To: References: Message-ID: <4E0DE9F5-F2C4-4F60-8EA9-A9904468CA28@zivity.com> On Aug 5, 2008, at 4:54 PM, Kevin Falcone wrote: > What version of RTFM? Have you tried RTFM's trunk which has > had a few bugfixes for 3.8? What errors are in your log? No errors in the log. RTFM-2.2.1 > You also don't say what kind of RTFM setup you have, or how > you're including the articles. I can think of several different ways > to select an article for inclusion. I think it's a pretty basic setup. I've tried the three methods of including an article while responding to a ticket: "search, then clicking go next to one of them", the "include input" and the "dropdown" options. Thanks for the help.. Cheers, -j From tbskyd at gmail.com Wed Aug 6 05:42:13 2008 From: tbskyd at gmail.com (d tbsky) Date: Wed, 6 Aug 2008 17:42:13 +0800 Subject: [rt-users] rt upgrade experience In-Reply-To: <589c94400808012237m4ee6e4a1t79ba2d182162ad5a@mail.gmail.com> References: <49002b820808012144w62ccfd84sfa0ea54c8dc0a020@mail.gmail.com> <589c94400808012237m4ee6e4a1t79ba2d182162ad5a@mail.gmail.com> Message-ID: <49002b820808060242k6d88238fh5297019aa92312db@mail.gmail.com> Hi: today i tried rt 3.8.1rc1, and i found where my problem is.i should run mysql upgrade script first, then run rt upgrade script. after that my upgraded rt looks like the new rt. but when playing with rt 3.8. i am confused about the new "what you see is what you get" editor. i try to comment a ticket, change the font size and save.but i i didn't see the result in the browser or in the mail.where can i use the new editor? thanks a lot for your help!! From falcone at bestpractical.com Wed Aug 6 09:19:48 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Aug 2008 09:19:48 -0400 Subject: [rt-users] In 3.8.0, RTFM doesn't always include In-Reply-To: <4E0DE9F5-F2C4-4F60-8EA9-A9904468CA28@zivity.com> References: <4E0DE9F5-F2C4-4F60-8EA9-A9904468CA28@zivity.com> Message-ID: <8486FDB1-AAE2-4379-BA76-166EBBDEFB8E@bestpractical.com> On Aug 5, 2008, at 8:06 PM, James Downs wrote: > On Aug 5, 2008, at 4:54 PM, Kevin Falcone wrote: >> What version of RTFM? Have you tried RTFM's trunk which has >> had a few bugfixes for 3.8? What errors are in your log? > > No errors in the log. RTFM-2.2.1 With no errors of any kind and without a replication recipe, I can't really debug this. I'm going to suggest you wait for the 2.4.0 release candidates or try the trunk of RTFM from the svn repository which should be turning into the release candidate after some documentation work. >> You also don't say what kind of RTFM setup you have, or how >> you're including the articles. I can think of several different ways >> to select an article for inclusion. > > I think it's a pretty basic setup. I've tried the three methods of > including an article while responding to a ticket: "search, then > clicking go next to one of them", the "include input" and the > "dropdown" options. > > Thanks for the help.. > > Cheers, > -j > From sturner at MIT.EDU Wed Aug 6 09:22:39 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 06 Aug 2008 09:22:39 -0400 Subject: [rt-users] Weird issue - web gui logout on comment/reply In-Reply-To: <8A2C4A7B-44C1-435B-ACB9-A08C7FFAC879@fattoc.com> References: <94DDE9DB-0F11-46BE-B696-F0FD18DF8F1F@fattoc.com> <8A2C4A7B-44C1-435B-ACB9-A08C7FFAC879@fattoc.com> Message-ID: <6.2.3.4.2.20080806091721.039e66a8@po14.mit.edu> At 8/5/2008 07:25 PM, Shane Ronan wrote: >Anyone have any ideas about this? Getting logged out whenever I >interact with any ticket in the web-gui. Shane, Try the fix posted by Kenn Crocker yesterday (subject "RT requiring login for every click"). Involves modifying html/Elements/SetupSessionCookie. Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IS&T) From jarends at illinois.edu Wed Aug 6 09:24:45 2008 From: jarends at illinois.edu (John Arends) Date: Wed, 06 Aug 2008 08:24:45 -0500 Subject: [rt-users] how does the best practical crew quickly deploy test machines? In-Reply-To: <488E3C91.9070100@lackluster.net> References: <488DDD3F.2090601@illinois.edu> <819560AF-5A56-4C72-A435-7D97E3606AAE@sanger.ac.uk> <488E396E.90805@illinois.edu> <488E3C91.9070100@lackluster.net> Message-ID: <4899A61D.3060500@illinois.edu> A week or two ago I posted asking about how people deal with CPAN modules when using an automated process to build RT machines, and it got me wondering, how does the Best Practical crew do it? I imagine while testing you guys put up and take down hundreds of RT machines. What is your build process? What OS do you run RT on? What tools do you use, etc? From Jean-Michel.Barbet at subatech.in2p3.fr Wed Aug 6 08:33:28 2008 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Wed, 06 Aug 2008 14:33:28 +0200 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 Message-ID: <48999A18.7010303@subatech.in2p3.fr> Hello, I have been using RT 3.2.1 for several years now and it proved very robust and useful. I am now considering upgrading to a newer release and I selected 3.8.0 though it is quite new. I installed a new server : The platform is Scientific Linux 5.2 which is a clone of RedHat EL 5.2. I managed to resolve all perl dependencies : the maximum with a meta-package I wrote and the remaining 4 or 5 via CPAN. I loaded my current 3.2.1 database into the new 3.8.0 and performed the upgrade procedure with "make upgrade". It seems OK but the first noticeable thing is the RT at Glance page which is empty for all users. We used to have the list of unowned tickets and the listed of tickets owned by the logged user for the only queue we have. These elements are not available in the list. => The questions are : a) Is it normal ? b) I created a system-wide saved search and it was avalable in the list, so, I suppose these Elements should correspond to predefined searches... Do I have to create these searches myself ? If yes, how do I create a generic search for "Tickets I own" ? c) In general : what is the logic to make Elements available in the list for RT at a Glance ? Thanks. JM -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From barnesaw at ucrwcu.rwc.uc.edu Wed Aug 6 09:47:36 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 06 Aug 2008 09:47:36 -0400 Subject: [rt-users] "Push" RT at a Glance updates? In-Reply-To: <4898C089.4070605@myri.com> References: <4898C089.4070605@myri.com> Message-ID: <4899AB78.8060509@ucrwcu.rwc.uc.edu> I created a component and added it to everyone's front page. When I need to change something on everyone's page, I change it in that component. Most recently I did this with a modernized variation on http://wiki.bestpractical.com/view/TicketsPerQueue Justin Pratt wrote: > Occasionally I create searches that would be useful for all my users. I > would like to add these to everyone's home page without disturbing their > customizations. Does anyone have a solution or recommendation? > > Thanks, > Justin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From falcone at bestpractical.com Wed Aug 6 09:47:58 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Aug 2008 09:47:58 -0400 Subject: [rt-users] rt upgrade experience In-Reply-To: <49002b820808060242k6d88238fh5297019aa92312db@mail.gmail.com> References: <49002b820808012144w62ccfd84sfa0ea54c8dc0a020@mail.gmail.com> <589c94400808012237m4ee6e4a1t79ba2d182162ad5a@mail.gmail.com> <49002b820808060242k6d88238fh5297019aa92312db@mail.gmail.com> Message-ID: <2ECC9E83-0875-439F-9146-406FD3DDE9FD@bestpractical.com> On Aug 6, 2008, at 5:42 AM, d tbsky wrote: > but when playing with rt 3.8. i am confused about the new "what you > see is what you get" editor. i try to comment a ticket, change the > font size and save.but i i didn't see the result in the browser or in > the mail.where can i use the new editor? How are you saving? Are you clicking on the Update Ticket button or something else? Also, what browser? -kevin From tbskyd at gmail.com Wed Aug 6 12:14:54 2008 From: tbskyd at gmail.com (d tbsky) Date: Thu, 7 Aug 2008 00:14:54 +0800 Subject: [rt-users] rt upgrade experience In-Reply-To: <2ECC9E83-0875-439F-9146-406FD3DDE9FD@bestpractical.com> References: <49002b820808012144w62ccfd84sfa0ea54c8dc0a020@mail.gmail.com> <589c94400808012237m4ee6e4a1t79ba2d182162ad5a@mail.gmail.com> <49002b820808060242k6d88238fh5297019aa92312db@mail.gmail.com> <2ECC9E83-0875-439F-9146-406FD3DDE9FD@bestpractical.com> Message-ID: <49002b820808060914l398d938avd506af42d14f67ea@mail.gmail.com> hi: yes i click update ticket button after comment. the browser is IE6 or firefox 2 or firefox 3. same result. and i didn't see the new editor when creating new ticket. it only show up when comment or reply. i can see the html tags when i download "with headers". like below:

test test test

but i don't know where these html tags will take effects. i can only see plain text in RT browser page or email. thanks again for help!! 2008/8/6 Kevin Falcone : > On Aug 6, 2008, at 5:42 AM, d tbsky wrote: > >> but when playing with rt 3.8. i am confused about the new "what you >> see is what you get" editor. i try to comment a ticket, change the >> font size and save.but i i didn't see the result in the browser or in >> the mail.where can i use the new editor? > > How are you saving? > Are you clicking on the Update Ticket button or something else? > Also, what browser? > > -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 > From sebsua at gmail.com Wed Aug 6 12:46:18 2008 From: sebsua at gmail.com (sebsua at gmail.com) Date: Wed, 6 Aug 2008 13:46:18 -0300 Subject: [rt-users] History Layout Message-ID: Hi List, Just upgraded our demo unit from 3.6.7 to 3.8.0 and notice that the History is displayed with bigger spaces between lines than 3.6.7, and i assume fonts are bigger too. This cause the History to take long space when displayed and reading isn't as comfortable as the other version. Any hint when we can change that? Thanks, Seb.- From tbskyd at gmail.com Wed Aug 6 12:48:49 2008 From: tbskyd at gmail.com (d tbsky) Date: Thu, 7 Aug 2008 00:48:49 +0800 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <48999A18.7010303@subatech.in2p3.fr> References: <48999A18.7010303@subatech.in2p3.fr> Message-ID: <49002b820808060948j1cd687qc453e845d0fbd00@mail.gmail.com> hi: your upgrade procedure is like what i did, which is wrong. if you use mysql, you should run the mysql upgrade script first, then run the rt upgrade script. or you will get empty "RT at glance" page. 2008/8/6 Jean-Michel Barbet : > Hello, > > I have been using RT 3.2.1 for several years now and it proved very > robust and useful. I am now considering upgrading to a newer release > and I selected 3.8.0 though it is quite new. > > I installed a new server : > The platform is Scientific Linux 5.2 which is a clone of RedHat EL 5.2. > > I managed to resolve all perl dependencies : the maximum with a > meta-package I wrote and the remaining 4 or 5 via CPAN. > > I loaded my current 3.2.1 database into the new 3.8.0 and performed > the upgrade procedure with "make upgrade". > > It seems OK but the first noticeable thing is the RT at Glance page > which is empty for all users. We used to have the list of unowned > tickets and the listed of tickets owned by the logged user for > the only queue we have. These elements are not available in the > list. > > => The questions are : > > a) Is it normal ? > > b) I created a system-wide saved search and it was avalable in the > list, so, I suppose these Elements should correspond to predefined > searches... Do I have to create these searches myself ? > If yes, how do I create a generic search for "Tickets I own" ? > > c) In general : what is the logic to make Elements available in the > list for RT at a Glance ? > > Thanks. > > JM > > > -- > ------------------------------------------------------------------------ > Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 > Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 > CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr > ------------------------------------------------------------------------ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From epeterson at edc.org Wed Aug 6 13:57:26 2008 From: epeterson at edc.org (Peterson, Erik) Date: Wed, 06 Aug 2008 13:57:26 -0400 Subject: [rt-users] Cleanly customize with images Message-ID: So in upgrading to 3.8, I noticed that our logo disappeared. I knew that I had been following best practices (or at least trying to) by using my $RTHOME/local directory to change elements, etc. but the images seem to be stored and served out of share instead of local. I found two old threads: http://lists.bestpractical.com/pipermail/rt-users/2002-March/007465.html http://lists.bestpractical.com/pipermail/rt-users/2007-July/047160.html Both of which didn?t have any responses, so I thought maybe I?d try to see if anything has changed in the RT way to handle this. The wiki has a method to change your logo which works quite well: http://wiki.bestpractical.com/view/ChangeLogo But the first thing to do is to copy your image into share/html/NoAuth/images/ which seems to be contrary to CleanlyCustomizeRT practices. Is the best option to simply set a $LocalWebImagesURL configuration variable to use in the place of $WebImagesURL? To hard code it? To put images in share? Create a symlink between /share/html/NoAuth and /local/html/NoAuth? None of the above? Thanks for any ideas or your best practices. _Erik -- Erik Peterson Education Development Center, Inc. http://www.edc.org/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From markh at intechgra.com Wed Aug 6 14:31:40 2008 From: markh at intechgra.com (Mark Hazen) Date: Wed, 6 Aug 2008 11:31:40 -0700 Subject: [rt-users] Cleanly customize with images In-Reply-To: References: Message-ID: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BD1A@exchange.intechgra.local> The logo element is set to not display in the CSS. I'd tried enabling it, but with 3.8 it breaks the visual layout pretty badly, so we decided to leave it be. Cheers, -mh. Subject: [rt-users] Cleanly customize with images So in upgrading to 3.8, I noticed that our logo disappeared. I knew that I had been following best practices (or at least trying to) by using my $RTHOME/local directory to change elements, etc. but the images seem to be stored and served out of share instead of local. I found two old threads: ... -------------- next part -------------- An HTML attachment was scrubbed... URL: From markh at intechgra.com Wed Aug 6 14:39:06 2008 From: markh at intechgra.com (Mark Hazen) Date: Wed, 6 Aug 2008 11:39:06 -0700 Subject: [rt-users] RT requiring login for every click In-Reply-To: <48987A26.9010507@lbl.gov> References: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BCC7@exchange.intechgra.local> <48987A26.9010507@lbl.gov> Message-ID: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BD1C@exchange.intechgra.local> Thanks Kenneth... I'd read your post some time back about this solution, but with 3.8 the session management code has changed quite considerably (looks to be a complete rewrite), and the code changes you'd attached no longer fit. I have been adding a bit of debug code, and I believe I've isolated the problem. In SetupSessionCookie, %cookies is being populated by a call to CGI::Cookie->fetch. Unfortunately, it appears the value is always undef for us, no matter the browser. I'm working up a more complete test, but at this point I'm under the impression that it's the fault of CGI::Cookie. I'll post back once I've finished external testing on CGI::Cookie. Regards, -mh. -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Subject: Re: [rt-users] RT requiring login for every click Mark, We ran into the same problem, only we are on Oracle. Our problem turned out to be the result of using FireFox and Oracle. Our solution was to change the code RT uses to set a session cookie as follows: ... From KFCrocker at lbl.gov Wed Aug 6 14:48:46 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 06 Aug 2008 11:48:46 -0700 Subject: [rt-users] Cleanly customize with images In-Reply-To: References: Message-ID: <4899F20E.3060004@lbl.gov> Erik, You have to put your logo in the "local" version of the share directory as well as set up your configuation to point the right stuff. See below: Set($WebBaseURL, "https://(your URL)"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); # need this for below Set($LogoURL, $WebImagesURL . "XXX_logo.gif"); Set($LogoLinkURL, 'http://(your URL Link)'); Set($LogoImageURL, $WebImagesURL . "XXX_logo.gif"); Set($LogoAltText, "Your Company Name"); I hope this helps. Kenn LBNL On 8/6/2008 10:57 AM, Peterson, Erik wrote: > So in upgrading to 3.8, I noticed that our logo disappeared. I knew > that I had been following best practices (or at least trying to) by > using my $RTHOME/local directory to change elements, etc. but the > images seem to be stored and served out of share instead of local. I > found two old threads: > > http://lists.bestpractical.com/pipermail/rt-users/2002-March/007465.html > http://lists.bestpractical.com/pipermail/rt-users/2007-July/047160.html > > Both of which didn?t have any responses, so I thought maybe I?d try to > see if anything has changed in the RT way to handle this. > > The wiki has a method to change your logo which works quite well: > http://wiki.bestpractical.com/view/ChangeLogo > > But the first thing to do is to copy your image into > share/html/NoAuth/images/ which seems to be contrary to > CleanlyCustomizeRT practices. > > Is the best option to simply set a $LocalWebImagesURL configuration > variable to use in the place of $WebImagesURL? To hard code it? To put > images in share? Create a symlink between /share/html/NoAuth and > /local/html/NoAuth? None of the above? > > Thanks for any ideas or your best practices. > > _Erik > > -- > Erik Peterson > Education Development Center, Inc. > http://www.edc.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 Aug 6 14:50:31 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 06 Aug 2008 11:50:31 -0700 Subject: [rt-users] RT requiring login for every click In-Reply-To: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BD1C@exchange.intechgra.local> References: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BCC7@exchange.intechgra.local> <48987A26.9010507@lbl.gov> <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BD1C@exchange.intechgra.local> Message-ID: <4899F277.60201@lbl.gov> Mark, THat's good to know. I will appreciate the update. Thanks. Kenn LBNL On 8/6/2008 11:39 AM, Mark Hazen wrote: > Thanks Kenneth... I'd read your post some time back about this solution, > but with 3.8 the session management code has changed quite considerably > (looks to be a complete rewrite), and the code changes you'd attached no > longer fit. > > I have been adding a bit of debug code, and I believe I've isolated the > problem. In SetupSessionCookie, %cookies is being populated by a call to > CGI::Cookie->fetch. Unfortunately, it appears the value is always undef > for us, no matter the browser. > > I'm working up a more complete test, but at this point I'm under the > impression that it's the fault of CGI::Cookie. I'll post back once I've > finished external testing on CGI::Cookie. > > Regards, > -mh. > > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Subject: Re: [rt-users] RT requiring login for every click > > Mark, > We ran into the same problem, only we are on Oracle. Our problem > turned > out to be the result of using FireFox and Oracle. Our solution was to > change the code RT uses to set a session cookie as follows: > ... > From sturner at MIT.EDU Wed Aug 6 15:01:23 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 06 Aug 2008 15:01:23 -0400 Subject: [rt-users] RT requiring login for every click In-Reply-To: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BD1C@exchange.intechgra. local> References: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BCC7@exchange.intechgra.local> <48987A26.9010507@lbl.gov> <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BD1C@exchange.intechgra.local> Message-ID: <6.2.3.4.2.20080806145817.039d6ab0@po14.mit.edu> At 8/6/2008 02:39 PM, Mark Hazen wrote: >Thanks Kenneth... I'd read your post some time back about this solution, >but with 3.8 the session management code has changed quite considerably >(looks to be a complete rewrite), and the code changes you'd attached no >longer fit. > >I have been adding a bit of debug code, and I believe I've isolated the >problem. In SetupSessionCookie, %cookies is being populated by a call to >CGI::Cookie->fetch. Unfortunately, it appears the value is always undef >for us, no matter the browser. > >I'm working up a more complete test, but at this point I'm under the >impression that it's the fault of CGI::Cookie. I'll post back once I've >finished external testing on CGI::Cookie. > >Regards, >-mh. > See this thread from the archives, particularly Alex Ciornii's contributions - it may help you in your investigation. http://www.gossamer-threads.com/lists/rt/users/70752#70752 Steve From kfreels at sendmail.com Wed Aug 6 15:17:03 2008 From: kfreels at sendmail.com (Kevin Freels) Date: Wed, 6 Aug 2008 12:17:03 -0700 Subject: [rt-users] Migration of data from other systems? Message-ID: <556AE10AFFB7484B833AF9BE7BF9FD3B31EEED@platypus> Greetings! Has anyone had experience with data migration from other systems? Specifically, we're moving from Mantis to RT, both with MySQL backends but on physically different systems. It would be nice if we could preserve the historical data that currenly resides on the older system. Has anyone done this with Mantis or any other trouble-ticket system? Thanks!!! ....k -=-=-=- Kevin Freels Director of Information Technology Sendmail, Inc. kfreels at sendmail.com 510/594.5572 From lgorauskas at it.redwoodtoxicology.com Wed Aug 6 15:42:31 2008 From: lgorauskas at it.redwoodtoxicology.com (Leo Gorauskas) Date: Wed, 6 Aug 2008 12:42:31 -0700 Subject: [rt-users] CommandByMail not working in RT 3.8 Message-ID: <023d01c8f7fc$914003d0$5a06730a@redwoodtoxicology.com> I upgraded our RT from 3.6.6 to 3.8 and the CommandByMail extension has stop working. I found the updated version posted by Kevin Falcone at CPAN; 0.06. I followed the instructions to get it setup with 3.8, but it is still not working. Any help is welcome. Thanks, _ | | __ _ | |/ _` | Leo Gorauskas | | (_| | Systems Administrator |_|\__, | Redwood Toxicology Laboratory |___/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From markh at intechgra.com Wed Aug 6 16:05:59 2008 From: markh at intechgra.com (Mark Hazen) Date: Wed, 6 Aug 2008 13:05:59 -0700 Subject: [rt-users] RT requiring login for every click In-Reply-To: <6.2.3.4.2.20080806145817.039d6ab0@po14.mit.edu> References: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BCC7@exchange.intechgra.local> <48987A26.9010507@lbl.gov> <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BD1C@exchange.intechgra.local> <6.2.3.4.2.20080806145817.039d6ab0@po14.mit.edu> Message-ID: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BD24@exchange.intechgra.local> Thanks Stephen- Alas, SetupSessionCookie has changed dramatically in 3.8, and there seems to no longer a $session_properties hash in the application at all under 3.8, perhaps its naming has changed? I've tested CGI::Cookie in a standalone CGI app, and in that situation it worked properly. I'd added the simple lines below to SetupSessionCookie after copying it over to local/html/Elements directory, and the output verified that %cookies was undefined. my %cookies = CGI::Cookie->fetch; +open (FOO,">/tmp/foo"); +if (%cookies) { + foreach (keys %cookies) { print FOO "$_\n"; } +} else { print FOO "cookies undefined\n"; } +close FOO; I've tested with both Firefox 3.0.1 and IE 7.0.5730.13, and the undefined cookies behavior exists with both (that being, the cookies exist and are being sent from the browsers, but RT isn't properly retrieving them). I'm interested in suggestions on where to inject more testing code, but I'm fairly certain this is due to either an RT bug or something in the environment here which is causing problems (the latter of which I am doubtful of, since this is a brand new and very typical RT install). Regards, -mh. -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Subject: Re: [rt-users] RT requiring login for every click See this thread from the archives, particularly Alex Ciornii's contributions - it may help you in your investigation. http://www.gossamer-threads.com/lists/rt/users/70752#70752 ... From gevans at hcc.net Wed Aug 6 16:10:09 2008 From: gevans at hcc.net (Greg Evans) Date: Wed, 6 Aug 2008 13:10:09 -0700 Subject: [rt-users] CommandByMail not working in RT 3.8 In-Reply-To: <023d01c8f7fc$914003d0$5a06730a@redwoodtoxicology.com> References: <023d01c8f7fc$914003d0$5a06730a@redwoodtoxicology.com> Message-ID: <93A91E6B889E40D8A721EB79C9FCACF8@hcc.local> Hey Leo, I was having the same problem and got it figured out yesterday I changed this: @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); To this: Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); At the suggestion of Kevin Falcone and then my CommandsByMail started working properly again. Hope that Helps :) Greg Evans Hood Canal Communications (360) 898-2481 ext.212 ________________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Leo Gorauskas Sent: Wednesday, August 06, 2008 12:43 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] CommandByMail not working in RT 3.8 I upgraded our RT from 3.6.6 to 3.8 and the CommandByMail extension has stop working. I found the updated version posted by Kevin Falcone at CPAN; 0.06.? I followed the instructions to get it setup with 3.8, but it is still not working. Any help is welcome. Thanks, ?_ | | __ _?? | |/ _` |? Leo Gorauskas | | (_| |? Systems Administrator |_|\__, |? Redwood Toxicology Laboratory ?? |___/?? From ruz at bestpractical.com Wed Aug 6 16:18:06 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 7 Aug 2008 00:18:06 +0400 Subject: [rt-users] CommandByMail not working in RT 3.8 In-Reply-To: <93A91E6B889E40D8A721EB79C9FCACF8@hcc.local> References: <023d01c8f7fc$914003d0$5a06730a@redwoodtoxicology.com> <93A91E6B889E40D8A721EB79C9FCACF8@hcc.local> Message-ID: <589c94400808061318v55125268wb302c9825b11cc15@mail.gmail.com> What is as well described in UPGRADING. We're sorry that we can not automate this step, but at least we try to document them for you. On Thu, Aug 7, 2008 at 12:10 AM, Greg Evans wrote: > Hey Leo, > > I was having the same problem and got it figured out yesterday? > > I changed this: > > @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); > > > To this: > > Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); > > At the suggestion of Kevin Falcone and then my CommandsByMail started > working properly again. > > Hope that Helps :) > > Greg Evans > Hood Canal Communications > (360) 898-2481 ext.212 > ________________________________________ > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Leo Gorauskas > Sent: Wednesday, August 06, 2008 12:43 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] CommandByMail not working in RT 3.8 > > I upgraded our RT from 3.6.6 to 3.8 and the CommandByMail extension has stop > working. > > I found the updated version posted by Kevin Falcone at CPAN; 0.06. I > followed the instructions to get it setup with 3.8, but it is still not > working. > > Any help is welcome. > > Thanks, > > _ > | | __ _ > | |/ _` | Leo Gorauskas > | | (_| | Systems Administrator > |_|\__, | Redwood Toxicology Laboratory > |___/ > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 KFCrocker at lbl.gov Wed Aug 6 16:19:39 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 06 Aug 2008 13:19:39 -0700 Subject: [rt-users] Migration of data from other systems? In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B31EEED@platypus> References: <556AE10AFFB7484B833AF9BE7BF9FD3B31EEED@platypus> Message-ID: <489A075B.1080108@lbl.gov> Kevin, Right now we are about to design a perl program that will read an Oracle DataBase and then use CLI to create the new tickets in RT. We would REALLY be appreciative of anyone who could send us a good perl model for that function. When we get it to work, we'll definitely post it. Kenn LBNL On 8/6/2008 12:17 PM, Kevin Freels wrote: > Greetings! > > Has anyone had experience with data migration from other systems? > > Specifically, we're moving from Mantis to RT, both with MySQL backends > but on physically different systems. It would be nice if we could > preserve the historical data that currenly resides on the older system. > > Has anyone done this with Mantis or any other trouble-ticket system? > > Thanks!!! > > ....k > -=-=-=- > Kevin Freels > Director of Information Technology > Sendmail, Inc. > kfreels at sendmail.com 510/594.5572 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From sturner at MIT.EDU Wed Aug 6 16:27:26 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 06 Aug 2008 16:27:26 -0400 Subject: [rt-users] RT requiring login for every click Message-ID: <6.2.3.4.2.20080806162718.039eb160@po14.mit.edu> At 8/6/2008 04:05 PM, you wrote: >Thanks Stephen- > >Alas, SetupSessionCookie has changed dramatically in 3.8, and there >seems to no longer a $session_properties hash in the application at all >under 3.8, perhaps its naming has changed? Looks as though the code for setting session properties is now in RT::Interface::Web::Session (Attributes method). Steve From ruz at bestpractical.com Wed Aug 6 16:34:20 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 7 Aug 2008 00:34:20 +0400 Subject: [rt-users] RT requiring login for every click In-Reply-To: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BCC7@exchange.intechgra.local> References: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BCC7@exchange.intechgra.local> Message-ID: <589c94400808061334w51bc2aadlea930048100803cc@mail.gmail.com> I saw your followups on this issue, but I want to comment this. Yes, these fixes I was talking about have been integrated into 3.8.0 and as well several fixes would be in 3.8.1 (3.8.1rc1 is available at this moment for download from our server). Affects: RT on mysql 4.1 and newer with utf8 as default DB charset WHEN RT's DB was created, changing mysql options would not help much Symptoms: constant login requests on every action Check: change session handler to Apache::Session::File, if problem goes away then it's this issue. Otherwise issue is different and needs more investigation. In this case (according to Mark's further comments) situation is different. Hope this would help isolate different problems in future. On Tue, Aug 5, 2008 at 5:24 AM, Mark Hazen wrote: > Hiya folks, > > I saw this mentioned on the list a couple months back, but under Gentoo, > and while the issue was related to the MySQL language configuration, > there was a note from ruz at bp stating that this was an issue related the > default charset setting for MySQL (under Gentoo, though) which had been > addressed for the next release (under 3.6, so it'd be incorporated into > 3.8 I'm guessing). > > When a user (admin user in this case) logs in, they get the home page, > but any subsequent clicks bring the login page up again. The system and > Apache logs don't reveal any errors, just a successful login message > when the logins are made. > > I've checked the database and the cookie, and the RT_SID is identical > and being updated with each request. We did have default-character-set > as utf8 as recommended for Dovecot on the same machine, but I've > commented that out and restarted all associated services, and we still > have the multiple login requests. > > I'm attaching my my.cnf file below in case that's the culprit; I do > appreciate any suggestions that might help here. > > > Environment: > RT: 3.8.0 > OS: Oracle Linux 5.2 (RHEL5 equivalent) > DB: MySQL 5.0.45 > Web Server: Apache/2.2.3 > [snip] -- Best regards, Ruslan. From ruz at bestpractical.com Wed Aug 6 16:43:08 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 7 Aug 2008 00:43:08 +0400 Subject: [rt-users] RT requiring login for every click In-Reply-To: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BD1C@exchange.intechgra.local> References: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BCC7@exchange.intechgra.local> <48987A26.9010507@lbl.gov> <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BD1C@exchange.intechgra.local> Message-ID: <589c94400808061343v55c5a3f3p66a5437ae8bec163@mail.gmail.com> Good debugging. Could you please share information about modules your server is using. And as well is it mod_perl or FastCGI? On Wed, Aug 6, 2008 at 10:39 PM, Mark Hazen wrote: > Thanks Kenneth... I'd read your post some time back about this solution, > but with 3.8 the session management code has changed quite considerably > (looks to be a complete rewrite), and the code changes you'd attached no > longer fit. > > I have been adding a bit of debug code, and I believe I've isolated the > problem. In SetupSessionCookie, %cookies is being populated by a call to > CGI::Cookie->fetch. Unfortunately, it appears the value is always undef > for us, no matter the browser. > > I'm working up a more complete test, but at this point I'm under the > impression that it's the fault of CGI::Cookie. I'll post back once I've > finished external testing on CGI::Cookie. > > Regards, > -mh. > > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Subject: Re: [rt-users] RT requiring login for every click > > Mark, > We ran into the same problem, only we are on Oracle. Our problem > turned > out to be the result of using FireFox and Oracle. Our solution was to > change the code RT uses to set a session cookie as follows: > ... > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 markh at intechgra.com Wed Aug 6 18:32:36 2008 From: markh at intechgra.com (Mark Hazen) Date: Wed, 6 Aug 2008 15:32:36 -0700 Subject: [rt-users] RT requiring login for every click In-Reply-To: <589c94400808061343v55c5a3f3p66a5437ae8bec163@mail.gmail.com> References: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BCC7@exchange.intechgra.local> <48987A26.9010507@lbl.gov> <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BD1C@exchange.intechgra.local> <589c94400808061343v55c5a3f3p66a5437ae8bec163@mail.gmail.com> Message-ID: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BD62@exchange.intechgra.local> Thanks Ruslan; I should have mentioned it earlier, but I had indeed tried the Apache::Session::File option, with no success. I'm happy to report however that the problem has been solved. Documenting my own goof here in case it helps someone else. The problem was that $WebPath was set to a URL, not a path... and a bad URL at that. I think this can be attributed to the normal operation of Admin::Careless and Admin::Tired, perhaps exacerbated by Admin::Coffee->status being null (which has been rectified). For reference, this is a stock httpd under Oracle Unbreakable (in other words, RHEL5) which comes with scads upon scads of modules installed by default; mod_perl is in use at version 2.02. Hopefully my goof will save someone else with the same symptoms. I appreciate all of the feedback, and my apologies for it coming down to something as basic as misconfiguration. Many thanks and regards, -mh. From lhan at semaphore.com Wed Aug 6 19:20:12 2008 From: lhan at semaphore.com (Larry Han) Date: Wed, 6 Aug 2008 16:20:12 -0700 Subject: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 Message-ID: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2BF@exchange00.semaphore.lan> I'm in the process of moving and upgrading our RT server from rt 3.4.1 mysql 4.0 to rt 3.8 mysql 5.0 I have followed the steps on the forum and I have the database moved over to mysql 5.0 and everything seems to work including attachments. I did a mysql dump from the old 4.0 database and then imported the dump into the 5.0 database. Then I applied the 'rt-setup-database --action upgrade' command and then did the mysql schema upgrade. All tickets seeem to be present in the current database and all attachments look fine. However, I get the following error in the RT at a glance page. Can't use string ("BQYDAAAAAgQCAAAAAwQDAAAAAgoKTXkg") as a HASH ref while "strict refs" in use at /var/www/tickets01/share/html/Elements/MyRT line 76, line 504. The RT at a Glance config pages show a similar error. Searching google for this error message or parts of this error message return nothing. Is there a step that I forgot to do or something that causes this problem? Do I have a misconfigured or incorrect perl package? From msilver.lists at prl.ab.ca Wed Aug 6 19:22:54 2008 From: msilver.lists at prl.ab.ca (Michael Silver) Date: Wed, 6 Aug 2008 17:22:54 -0600 Subject: [rt-users] Install problem using a db server on a different host Message-ID: <007a01c8f81b$5a6764b0$0f362e10$@lists@prl.ab.ca> Hello, I'm installing RT 3.8.0 on a CentOS box but using a mysql server on a different box. I've finished all the steps in the README up to the stage of doing make initialize-database. When I do that, it appears to be creating an ACL for my rt db user as user at localhost instead of user@% or user at rt_host. The configure statement I used was: ./configure --with-db-type=mysql --with-db-host=db01.prl.ab.ca --with-db-dba=root --with-db-database=ref_ill_rt --with-db-rt-user=refrt --with-db-rt-pass= --with-web-user=apache --with-web-group=apache Looking at Makefile, I see that the initialize-database runs create schema acl coredata insert. It appears to complete up to acl, but dies when running coredata. I manually applied the permissions on the database for the user@% (GRANT ALL PRIVILEGES ON ref_ill_rt TO 'refrt'@'%' IDENTIFIED BY '';) and was then able to successfully run rt-setup-database --action coredata --dba root --prompt-for-dba-password. I'm now stuck on the final action (insert). When I try running it (either manually via a command or by creating another stanza in the Makefile), I get the following error results: /usr/bin/perl sbin/rt-setup-database --action insert --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 db01.prl.ab.ca as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: db01.prl.ab.ca Name: ref_ill_rt User: refrt DBA: root Now inserting data [Wed Aug 6 17:02:23 2008] [warning]: Use of uninitialized value in concatenation (.) or string at sbin/rt-setup-database line 253, line 1. (sbin/rt-setup-database:253) Couldn't finish 'insert' step. ERROR: Couldn't load data from '/content' for import: ERROR:Can't locate /content in @INC (@INC contains: /root/rt-3.8.0/sbin/../local/lib /root/rt-3.8.0/sbin/../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 .) at /root/rt-3.8.0/sbin/../lib/RT/Handle.pm line 690, line 1. make: *** [insert-database] Error 255 I can successfully connect to the db server from this host using mysql -h db01.prl.ab.ca -u refrt -p and can successfully select data from the tables (e.g. the entries in the ACL table). I'm quite happy to admit I've missed something. I've read the appropriate docs (although I could have missed something) and Googled without much luck. Everything seems to assume you're running mysql on the same server. Can anyone point me in the right direction to get this up and running? My perl-fu isn't strong enough for me to look at the source and figure a way around this. I am not averse to starting the RT installation over if that's what it takes - the perl dependencies are resolved, and that's always been the hardest part before. If I missed a step or a configure element, I would like to know what it was so I know how to avoid this in the future. I appreciate any help anyone can give me on or off list. Michael Michael Silver, Network Administrator Parkland Regional Library 5404 56 Avenue Lacombe, AB T4L 1G1 Phone: 403.782.3850 msilver at prl.ab.ca Fax: 403.782.4650 http://www.prl.ab.ca/ From jpierce at cambridgeenergyalliance.org Wed Aug 6 19:47:01 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 6 Aug 2008 19:47:01 -0400 Subject: [rt-users] Migration of data from other systems? In-Reply-To: <489A075B.1080108@lbl.gov> References: <556AE10AFFB7484B833AF9BE7BF9FD3B31EEED@platypus> <489A075B.1080108@lbl.gov> Message-ID: > Right now we are about to design a perl program that will read an > Oracle DataBase and then use CLI to create the new tickets in RT. We > would REALLY be appreciative of anyone who could send us a good perl > model for that function. When we get it to work, we'll definitely post it. That seems to be the SOP, to script rt, but it's not clear how one preserves historic dates :-/ Another potentially lovely tool might be mbox2rt instead of the existing rt2mbox. -- Cambridge Energy Alliance: Save money & the planet From amy.rich at tufts.edu Wed Aug 6 19:50:46 2008 From: amy.rich at tufts.edu (amy.rich at tufts.edu) Date: Wed, 6 Aug 2008 19:50:46 -0400 Subject: [rt-users] scrip to handle DMCA/RIAA notifications Message-ID: <18586.14550.459784.203872@conglomerate.usg.tufts.edu> I was looking through the archives and noticed that there was mention of someone's attempt to write a scrip to handle DMCA notices. If anyone has such a scrip that automates pulling out the pertinent info and generating autoreplies, would they be willing to share? From ruz at bestpractical.com Wed Aug 6 20:26:25 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 7 Aug 2008 04:26:25 +0400 Subject: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 In-Reply-To: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2BF@exchange00.semaphore.lan> References: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2BF@exchange00.semaphore.lan> Message-ID: <589c94400808061726j78d1335auba46f51864ba1f32@mail.gmail.com> On Thu, Aug 7, 2008 at 3:20 AM, Larry Han wrote: > I'm in the process of moving and upgrading our RT server from > rt 3.4.1 > mysql 4.0 > to > rt 3.8 > mysql 5.0 > > I have followed the steps on the forum and I have the database moved over to mysql 5.0 Which forum? and everything seems to work including attachments. You mean that attahcments worked fine with new RT 3.8.0 on clean DB hosted on mysql 5.0 server? Have you tested old attachments that were in old DB on mysql 4.0? > I did a mysql dump from the old 4.0 database and then imported the dump into the 5.0 database. Then I applied the 'rt-setup-database --action upgrade' command and then did the mysql schema upgrade. I think here is problem. Could you share config of your new mysql 5.0 and all commands you used to migrate DB from old 4.0 server to 5.0? At this point I can suggest you reimport DB from dump (I think you used mysqldump for migration) using --default-character-set=binary option. Then again apply schema upgrade scrip. > All tickets seeem to be present in the current database and all attachments look fine. However, I get the following error in the RT at a glance page. > > Can't use string ("BQYDAAAAAgQCAAAAAwQDAAAAAgoKTXkg") as a HASH ref while "strict refs" in use at /var/www/tickets01/share/html/Elements/MyRT line 76, line 504. > > The RT at a Glance config pages show a similar error. > > Searching google for this error message or parts of this error message return nothing. Is there a step that I forgot to do or something that causes this problem? Do I have a misconfigured or incorrect perl package? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Aug 6 20:44:45 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 7 Aug 2008 04:44:45 +0400 Subject: [rt-users] Install problem using a db server on a different host In-Reply-To: <-8982878277031195954@unknownmsgid> References: <-8982878277031195954@unknownmsgid> Message-ID: <589c94400808061744i4185caf3wa736743bfb00e6fe@mail.gmail.com> 1) check option --with-db-rt-host 2) try --enable-layout=RT3 Also want to note that you should run setup-database from dir where RT is installed. On Thu, Aug 7, 2008 at 3:22 AM, Michael Silver wrote: > Hello, > > I'm installing RT 3.8.0 on a CentOS box but using a mysql server on a > different box. I've finished all the steps in the README up to the stage > of doing make initialize-database. When I do that, it appears to be > creating an ACL for my rt db user as user at localhost instead of user@% or > user at rt_host. > > The configure statement I used was: > > ./configure --with-db-type=mysql --with-db-host=db01.prl.ab.ca > --with-db-dba=root --with-db-database=ref_ill_rt --with-db-rt-user=refrt > --with-db-rt-pass= --with-web-user=apache > --with-web-group=apache > > Looking at Makefile, I see that the initialize-database runs create > schema acl coredata insert. It appears to complete up to acl, but dies > when running coredata. > > I manually applied the permissions on the database for the user@% (GRANT > ALL PRIVILEGES ON ref_ill_rt TO 'refrt'@'%' IDENTIFIED BY '';) > and was then able to successfully run rt-setup-database --action > coredata --dba root --prompt-for-dba-password. > > I'm now stuck on the final action (insert). When I try running it > (either manually via a command or by creating another stanza in the > Makefile), I get the following error results: > > /usr/bin/perl sbin/rt-setup-database --action insert --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 db01.prl.ab.ca as root > Please specify that user's database password below. If the user has no > database > password, just press return. > > Password: > Working with: > Type: mysql > Host: db01.prl.ab.ca > Name: ref_ill_rt > User: refrt > DBA: root > Now inserting data > [Wed Aug 6 17:02:23 2008] [warning]: Use of uninitialized value in > concatenation (.) or string at sbin/rt-setup-database line 253, > line 1. (sbin/rt-setup-database:253) > Couldn't finish 'insert' step. > > ERROR: Couldn't load data from '/content' for import: > > ERROR:Can't locate /content in @INC (@INC contains: > /root/rt-3.8.0/sbin/../local/lib /root/rt-3.8.0/sbin/../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 .) at /root/rt-3.8.0/sbin/../lib/RT/Handle.pm line > 690, line 1. > > > make: *** [insert-database] Error 255 > > > I can successfully connect to the db server from this host using mysql > -h db01.prl.ab.ca -u refrt -p and can successfully select data from the > tables (e.g. the entries in the ACL table). > > I'm quite happy to admit I've missed something. I've read the > appropriate docs (although I could have missed something) and Googled > without much luck. Everything seems to assume you're running mysql on > the same server. > > Can anyone point me in the right direction to get this up and running? > My perl-fu isn't strong enough for me to look at the source and figure a > way around this. I am not averse to starting the RT installation over if > that's what it takes - the perl dependencies are resolved, and that's > always been the hardest part before. If I missed a step or a configure > element, I would like to know what it was so I know how to avoid this in > the future. > > I appreciate any help anyone can give me on or off list. > > Michael > > Michael Silver, Network Administrator > Parkland Regional Library > 5404 56 Avenue Lacombe, AB T4L 1G1 > Phone: 403.782.3850 msilver at prl.ab.ca > Fax: 403.782.4650 http://www.prl.ab.ca/ > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From lhan at semaphore.com Wed Aug 6 20:57:19 2008 From: lhan at semaphore.com (Larry Han) Date: Wed, 6 Aug 2008 17:57:19 -0700 Subject: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 In-Reply-To: <589c94400808061726j78d1335auba46f51864ba1f32@mail.gmail.com> References: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2BF@exchange00.semaphore.lan>, <589c94400808061726j78d1335auba46f51864ba1f32@mail.gmail.com> Message-ID: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C6@exchange00.semaphore.lan> >Which forum? Sorry, I meant the wiki and the mailing list. >You mean that attahcments worked fine with new RT 3.8.0 on clean DB >hosted on mysql 5.0 server? >Have you tested old attachments that were in old DB on mysql 4.0? When I view the ticket, the correspondence text shows up, aren't those attachments. I cant verify that binary attachments work because I'm fiddling with the perl installation right now and rt is currently not working at all. >I think here is problem. Could you share config of your new mysql 5.0 >and all commands you used to migrate DB from old 4.0 server to 5.0? >At this point I can suggest you reimport DB from dump (I think you >used mysqldump for migration) using --default-character-set=binary >option. Then again apply schema upgrade scrip. I used the bash script in the wiki to backup my previous database http://wiki.bestpractical.com/view/backupRTDB except this line I had to change to mysqldump $rtDB --opt --default-character-set=binary Attachments | gzip > $attachfullfn mysqldump $rtDB --opt Attachments | gzip > $attachfullfn I skipped the gzip and just did >backup.dump and >backup.att because mysql gave me errors about how binary was not a recognized charset. Then on the new server. I imported the files it into the database by mysql -p rt3 < backup.dump mysql -p rt3 < backup.att Then I ran rt-setup-database --action upgrade and then the mysql schema upgrade perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 user pass> sql.queries mysql -u root -p rt3 < sql.queries My new mysql 5.0 config is the same as the 4.0 config. Could there lie the problem? >At this point I can suggest you reimport DB from dump (I think you >used mysqldump for migration) using --default-character-set=binary >option. Then again apply schema upgrade scrip. Are you saying on the import use --default-character-set=binary ? How? Like this? mysql -p rt3 --default-character-set=binary< backup.att Thanks for the help Larry H ________________________________________ From: ruslan.zakirov at gmail.com [ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov [ruz at bestpractical.com] Sent: Wednesday, August 06, 2008 5:26 PM To: Larry Han Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 On Thu, Aug 7, 2008 at 3:20 AM, Larry Han wrote: > I'm in the process of moving and upgrading our RT server from > rt 3.4.1 > mysql 4.0 > to > rt 3.8 > mysql 5.0 > > I have followed the steps on the forum and I have the database moved over to mysql 5.0 Which forum? and everything seems to work including attachments. You mean that attahcments worked fine with new RT 3.8.0 on clean DB hosted on mysql 5.0 server? Have you tested old attachments that were in old DB on mysql 4.0? > I did a mysql dump from the old 4.0 database and then imported the dump into the 5.0 database. Then I applied the 'rt-setup-database --action upgrade' command and then did the mysql schema upgrade. I think here is problem. Could you share config of your new mysql 5.0 and all commands you used to migrate DB from old 4.0 server to 5.0? At this point I can suggest you reimport DB from dump (I think you used mysqldump for migration) using --default-character-set=binary option. Then again apply schema upgrade scrip. > All tickets seeem to be present in the current database and all attachments look fine. However, I get the following error in the RT at a glance page. > > Can't use string ("BQYDAAAAAgQCAAAAAwQDAAAAAgoKTXkg") as a HASH ref while "strict refs" in use at /var/www/tickets01/share/html/Elements/MyRT line 76, line 504. > > The RT at a Glance config pages show a similar error. > > Searching google for this error message or parts of this error message return nothing. Is there a step that I forgot to do or something that causes this problem? Do I have a misconfigured or incorrect perl package? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 tbskyd at gmail.com Wed Aug 6 21:28:20 2008 From: tbskyd at gmail.com (d tbsky) Date: Thu, 7 Aug 2008 09:28:20 +0800 Subject: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 In-Reply-To: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2BF@exchange00.semaphore.lan> References: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2BF@exchange00.semaphore.lan> Message-ID: <49002b820808061828t530f259cvb8c744b81533c26b@mail.gmail.com> hi: my environment is just like yours. you should run mysql upgrade script first, then run rt upgrade script. or many things will corrupt. i can not transfer mysql database with "mysqldump", i got some corrupt data after upgarde RT. maybe i miss some important parameters with mysqldump. finally i just copy the binary file and they work fine after upgrade. 2008/8/7 Larry Han : > I'm in the process of moving and upgrading our RT server from > rt 3.4.1 > mysql 4.0 > to > rt 3.8 > mysql 5.0 > > I have followed the steps on the forum and I have the database moved over to mysql 5.0 and everything seems to work including attachments. > I did a mysql dump from the old 4.0 database and then imported the dump into the 5.0 database. Then I applied the 'rt-setup-database --action upgrade' command and then did the mysql schema upgrade. > > > All tickets seeem to be present in the current database and all attachments look fine. However, I get the following error in the RT at a glance page. > > Can't use string ("BQYDAAAAAgQCAAAAAwQDAAAAAgoKTXkg") as a HASH ref while "strict refs" in use at /var/www/tickets01/share/html/Elements/MyRT line 76, line 504. > > The RT at a Glance config pages show a similar error. > > Searching google for this error message or parts of this error message return nothing. Is there a step that I forgot to do or something that causes this problem? Do I have a misconfigured or incorrect perl package? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ruz at bestpractical.com Wed Aug 6 21:43:14 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 7 Aug 2008 05:43:14 +0400 Subject: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 In-Reply-To: <49002b820808061828t530f259cvb8c744b81533c26b@mail.gmail.com> References: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2BF@exchange00.semaphore.lan> <49002b820808061828t530f259cvb8c744b81533c26b@mail.gmail.com> Message-ID: <589c94400808061843y4bafeact3d8ab8462c9b40bb@mail.gmail.com> On Thu, Aug 7, 2008 at 5:28 AM, d tbsky wrote: > hi: > my environment is just like yours. > you should run mysql upgrade script first, then run rt upgrade > script. or many things will corrupt. > i can not transfer mysql database with "mysqldump", i got some > corrupt data after upgarde RT. maybe i miss some important parameters > with mysqldump. > finally i just copy the binary file and they work fine after upgrade. Copy is not a good option for innodb database. > > 2008/8/7 Larry Han : >> I'm in the process of moving and upgrading our RT server from >> rt 3.4.1 >> mysql 4.0 >> to >> rt 3.8 >> mysql 5.0 >> >> I have followed the steps on the forum and I have the database moved over to mysql 5.0 and everything seems to work including attachments. >> I did a mysql dump from the old 4.0 database and then imported the dump into the 5.0 database. Then I applied the 'rt-setup-database --action upgrade' command and then did the mysql schema upgrade. >> >> >> All tickets seeem to be present in the current database and all attachments look fine. However, I get the following error in the RT at a glance page. >> >> Can't use string ("BQYDAAAAAgQCAAAAAwQDAAAAAgoKTXkg") as a HASH ref while "strict refs" in use at /var/www/tickets01/share/html/Elements/MyRT line 76, line 504. >> >> The RT at a Glance config pages show a similar error. >> >> Searching google for this error message or parts of this error message return nothing. Is there a step that I forgot to do or something that causes this problem? Do I have a misconfigured or incorrect perl package? >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Wed Aug 6 22:42:11 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 7 Aug 2008 06:42:11 +0400 Subject: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 In-Reply-To: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C6@exchange00.semaphore.lan> References: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2BF@exchange00.semaphore.lan> <589c94400808061726j78d1335auba46f51864ba1f32@mail.gmail.com> <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C6@exchange00.semaphore.lan> Message-ID: <589c94400808061942rb51554ft780d8ca9253a1d4@mail.gmail.com> On Thu, Aug 7, 2008 at 4:57 AM, Larry Han wrote: >>Which forum? > Sorry, I meant the wiki and the mailing list. Ok. >>You mean that attahcments worked fine with new RT 3.8.0 on clean DB >>hosted on mysql 5.0 server? >>Have you tested old attachments that were in old DB on mysql 4.0? > When I view the ticket, the correspondence text shows up, aren't those attachments. I cant verify that binary attachments work because I'm fiddling with the perl installation right now and rt is currently not working at all. You didn't answer either of my questions, but may be that doesn't matter. >>I think here is problem. Could you share config of your new mysql 5.0 >>and all commands you used to migrate DB from old 4.0 server to 5.0? >>At this point I can suggest you reimport DB from dump (I think you >>used mysqldump for migration) using --default-character-set=binary >>option. Then again apply schema upgrade scrip. > > I used the bash script in the wiki to backup my previous database > http://wiki.bestpractical.com/view/backupRTDB > > except this line I had to change to > mysqldump $rtDB --opt --default-character-set=binary Attachments | gzip > $attachfullfn > mysqldump $rtDB --opt Attachments | gzip > $attachfullfn > > I skipped the gzip and just did >backup.dump and >backup.att > > because mysql gave me errors about how binary was not a recognized charset. That's ok as your old mysql server is 4.0. Read instructions below. > > Then on the new server. I imported the files it into the database by > mysql -p rt3 < backup.dump > mysql -p rt3 < backup.att > > > Then I ran rt-setup-database --action upgrade > and then the mysql schema upgrade > > perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 user pass> sql.queries > mysql -u root -p rt3 < sql.queries > > My new mysql 5.0 config is the same as the 4.0 config. Could there lie the problem? >>At this point I can suggest you reimport DB from dump (I think you >>used mysqldump for migration) using --default-character-set=binary >>option. Then again apply schema upgrade scrip. > > Are you saying on the import use --default-character-set=binary ? > How? Like this? > mysql -p rt3 --default-character-set=binary< backup.att I think the following steps should make migration for you. NOTE FOR READERs: this is only correct for people migrating from 4.0 to 4.1 and newer. 1) when you do a mysqldump you don't need additional options, as mysql 4.0 has no --set-default-charset or --set-charset options, so use: mysqldump --opt rt3 > rt3.mysql.dump or the following to gzip by the way mysqldump --opt rt3 | gzip > rt3.mysql.dump.gz 2) Configure your mysql 4.1 or newer to use latin1 as default character set. I can not explain this, it will take too long. 3) You create new DB for RT in your mysql 4.1 or newer using RT 4) You move the dump file to the server with mysql 4.1 or newer and restore data using mysql --set-default-charset=binary < rt3.mysql.dump 5) You apply upgrade action on this new DB 6) You apply commands generated by schema upgrade script I think I've covered all possibilities that can corrupt data during migration. > > > Thanks for the help > > Larry H > > ________________________________________ > From: ruslan.zakirov at gmail.com [ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov [ruz at bestpractical.com] > Sent: Wednesday, August 06, 2008 5:26 PM > To: Larry Han > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 > > On Thu, Aug 7, 2008 at 3:20 AM, Larry Han wrote: >> I'm in the process of moving and upgrading our RT server from >> rt 3.4.1 >> mysql 4.0 >> to >> rt 3.8 >> mysql 5.0 >> >> I have followed the steps on the forum and I have the database moved over to mysql 5.0 > Which forum? > > and everything seems to work including attachments. > You mean that attahcments worked fine with new RT 3.8.0 on clean DB > hosted on mysql 5.0 server? > > Have you tested old attachments that were in old DB on mysql 4.0? > >> I did a mysql dump from the old 4.0 database and then imported the dump into the 5.0 database. Then I applied the 'rt-setup-database --action upgrade' command and then did the mysql schema upgrade. > > I think here is problem. Could you share config of your new mysql 5.0 > and all commands you used to migrate DB from old 4.0 server to 5.0? > > At this point I can suggest you reimport DB from dump (I think you > used mysqldump for migration) using --default-character-set=binary > option. Then again apply schema upgrade scrip. > >> All tickets seeem to be present in the current database and all attachments look fine. However, I get the following error in the RT at a glance page. >> >> Can't use string ("BQYDAAAAAgQCAAAAAwQDAAAAAgoKTXkg") as a HASH ref while "strict refs" in use at /var/www/tickets01/share/html/Elements/MyRT line 76, line 504. >> >> The RT at a Glance config pages show a similar error. >> >> Searching google for this error message or parts of this error message return nothing. Is there a step that I forgot to do or something that causes this problem? Do I have a misconfigured or incorrect perl package? >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 erik at q32.com Thu Aug 7 05:36:47 2008 From: erik at q32.com (Erik Aronesty) Date: Thu, 7 Aug 2008 05:36:47 -0400 Subject: [rt-users] Filter::SpamAssassin Message-ID: I made a version of Filter::SpamAssassin that works with the latest/greatest versions of both SpamAssassin and RT. http://www.documentroot.com/SpamAssasin.pm I didn't want to muck about with fetchmail, procmail or anything else to get it to work, and the version that was out there didn't seem to work at all... maybe some version of SpamAssassin grokked MIME:Entity - but not mine, as_string is safe though... should work for a long time. It supports the "spamd" daemon, which may or may not improve performance (but certainly allows some scalability) depending on how you implement your version of RT - Erik From justin at brighton.ac.uk Thu Aug 7 05:45:42 2008 From: justin at brighton.ac.uk (justin at brighton.ac.uk) Date: Thu, 07 Aug 2008 10:45:42 +0100 Subject: [rt-users] RT version 3.8.0 and RT-Authen-ExternalAuth-0.05 In-Reply-To: <488DD008.7010301@jennic.com> References: <1216998712.26336.27.camel@c3430.interfast.ca> <897B1BD3-7454-42AA-BA98-2F25B7677068@nuim.ie> <488DD008.7010301@jennic.com> Message-ID: <489AC446.6040404@brighton.ac.uk> I know Mike Peachy hasn't had any time to look at this, but is there anyone who's got RT-Authen-ExternalAuth working with RT 3.8.x with LDAP (Sun Directory Service)? I wasn't sure if RT-Authen-ExternalAuth is either totally not working with 3.8.x, or working in some cases? After an upgrade from 3.6.6 LDAP authentication is not working here, but if there is no chance of it working I won't waste my time playing with the configuration and push back the upgrade to 3.8.x. Best regards, Justin Mike Peachey wrote: > The primary problem here is that I haven't yet had enough available time > to even run RT3.8 and so haven't yet got around to making the necessary > modifications to ExternalAuth to make it properly compatible with 3.8. > > I will though, when I can. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tbskyd at gmail.com Thu Aug 7 06:38:20 2008 From: tbskyd at gmail.com (d tbsky) Date: Thu, 7 Aug 2008 18:38:20 +0800 Subject: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 In-Reply-To: <589c94400808061942rb51554ft780d8ca9253a1d4@mail.gmail.com> References: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2BF@exchange00.semaphore.lan> <589c94400808061726j78d1335auba46f51864ba1f32@mail.gmail.com> <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C6@exchange00.semaphore.lan> <589c94400808061942rb51554ft780d8ca9253a1d4@mail.gmail.com> Message-ID: <49002b820808070338t11db4928tb362133c148e06b8@mail.gmail.com> Hi: i think your mysql upgrade procedure is great. can you put it into document? i just read UPGRADING.mysql in rt 3.8.1rc2, it is the same as 3.8.0. so most people like me will run rt upgrade script first, then run mysql upgrade script. and get corrupt system. and you said binary copy is not good for innodb. so I think I should dump then restore when upgrade mysql from 4 to 5. are there any reasons? maybe mysql-5 innodb is better than mysql-4 innodb? thanks for help!! Regards, tbskyd From Jean-Michel.Barbet at subatech.in2p3.fr Thu Aug 7 10:50:47 2008 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Thu, 07 Aug 2008 16:50:47 +0200 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> References: <48999A18.7010303@subatech.in2p3.fr> <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> Message-ID: <489B0BC7.4060605@subatech.in2p3.fr> d tbsky wrote: > hi: > your upgrade procedure is like what i did, which is wrong. > if you use mysql, you should run the mysql upgrade script first, > then run the rt upgrade script. or you will get empty "RT at glance" page. Thanks very much, So, trying to follow directions posted in thread : "RT at a Glance HASH ref error during upgrade from 3.4 to 3.8", I am reloading my RT 3.2.1/mysql 4.0.20 database in the new RT 3.8.0/mysql 5.0.45. to do again the upgrade procedure. If I understood well, steps are : a) save DB on old server : mysqldump -u rt_user -p xxx --single-transaction --databases rt3 > dump b) reload DB on new server : mysql -u root -p < dump c) launch mysql upgrade script : etc/upgrade/schema.mysql-4.0-4.1.pl d) update the schema (I suppose the best is with the following) : /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade Unfortunately the mysql upgrade script fails : [root]# perl rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user xxxxx DBD::mysql::db column_info failed: column_info doesn't support column selection at rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl line 227. DBD::mysql::db column_info failed: column_info doesn't support column selection at rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl line 227. Also, I am not sure if I have to run this mysql update script ... I do not know what is the default Mysql character set in 4.0 and I do not know how to set it in the new Mysql 5.0... The systems both have locale set to en_US.UTF-8... Thanks for advices. JM -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From justin.hayes at orbisuk.com Thu Aug 7 10:37:31 2008 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Thu, 7 Aug 2008 15:37:31 +0100 Subject: [rt-users] Locking accounts on password failure In-Reply-To: <48987A26.9010507@lbl.gov> References: <2EF2562ADC4C7F4CBCCBFAF5ABBF6D1E15BCC7@exchange.intechgra.local> <48987A26.9010507@lbl.gov> Message-ID: Has anyone implemented locking accounts after so many login attempts? I'm sure I can add it myself but if there's a solution out there already..... I'm using 3.6.3 Cheers, Justin From tbskyd at gmail.com Thu Aug 7 11:05:07 2008 From: tbskyd at gmail.com (d tbsky) Date: Thu, 7 Aug 2008 23:05:07 +0800 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <489B0BC7.4060605@subatech.in2p3.fr> References: <48999A18.7010303@subatech.in2p3.fr> <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> <489B0BC7.4060605@subatech.in2p3.fr> Message-ID: <49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com> hi: maybe your version of DBD::mysql is too old? you can try rt3.8.1rc2, the "make testdeps" will check DBD::mysql version. i got errors before upgrade my DBD::mysql, but i forgot the error message. 2008/8/7 Jean-Michel Barbet : > d tbsky wrote: >> >> hi: >> your upgrade procedure is like what i did, which is wrong. >> if you use mysql, you should run the mysql upgrade script first, >> then run the rt upgrade script. or you will get empty "RT at glance" page. > > Thanks very much, > > So, trying to follow directions posted in thread : > "RT at a Glance HASH ref error during upgrade from 3.4 to 3.8", > I am reloading my RT 3.2.1/mysql 4.0.20 database in the new > RT 3.8.0/mysql 5.0.45. to do again the upgrade procedure. > > If I understood well, steps are : > > a) save DB on old server : > > mysqldump -u rt_user -p xxx --single-transaction --databases rt3 > dump > > b) reload DB on new server : > > mysql -u root -p < dump > > c) launch mysql upgrade script : etc/upgrade/schema.mysql-4.0-4.1.pl > > d) update the schema (I suppose the best is with the following) : > > /opt/rt3/sbin/rt-setup-database --dba root > --prompt-for-dba-password --action upgrade > > Unfortunately the mysql upgrade script fails : > > [root]# perl rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user xxxxx > DBD::mysql::db column_info failed: column_info doesn't support column > selection at rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > DBD::mysql::db column_info failed: column_info doesn't support column > selection at rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > > Also, I am not sure if I have to run this mysql update script ... > > I do not know what is the default Mysql character set in 4.0 and > I do not know how to set it in the new Mysql 5.0... The systems both > have locale set to en_US.UTF-8... > > Thanks for advices. > > JM > > > -- > ------------------------------------------------------------------------ > Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 > Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 > CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr > ------------------------------------------------------------------------ > From tjrc at sanger.ac.uk Thu Aug 7 11:35:11 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 7 Aug 2008 16:35:11 +0100 Subject: [rt-users] RT version 3.8.0 and RT-Authen-ExternalAuth-0.05 In-Reply-To: <489AC446.6040404@brighton.ac.uk> References: <1216998712.26336.27.camel@c3430.interfast.ca> <897B1BD3-7454-42AA-BA98-2F25B7677068@nuim.ie> <488DD008.7010301@jennic.com> <489AC446.6040404@brighton.ac.uk> Message-ID: On 7 Aug 2008, at 10:45 am, justin at brighton.ac.uk wrote: > I know Mike Peachy hasn't had any time to look at this, but is there > anyone who's got RT-Authen-ExternalAuth working with RT 3.8.x with > LDAP (Sun Directory Service)? > I wasn't sure if RT-Authen-ExternalAuth is either totally not > working with 3.8.x, or working in some cases? I've found it works as far as LDAP authentication is concerned, but only if the account already exists within RT; in other words account autocreation isn't working. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From msilver.lists at prl.ab.ca Thu Aug 7 11:58:56 2008 From: msilver.lists at prl.ab.ca (Michael Silver) Date: Thu, 7 Aug 2008 09:58:56 -0600 Subject: [rt-users] Install problem using a db server on a different host In-Reply-To: <589c94400808061744i4185caf3wa736743bfb00e6fe@mail.gmail.com> References: <-8982878277031195954@unknownmsgid> <589c94400808061744i4185caf3wa736743bfb00e6fe@mail.gmail.com> Message-ID: <004901c8f8a6$7f549b90$7dfdd2b0$@lists@prl.ab.ca> Hello, Thank you! That solved the problem. I don't know how I missed the --with-db-rt-host variable, but I removed everything I had done (except perl modules - I'm not that stupid!) and started with the configure statement again - this time using the above variable. Everything went tickety-boo. The only thing I can think of is that I didn't read closely enough and assumed I had the db host setting taken care of with the --with-db-host. Duh. At any rate, thank you for the help and thanks to Best Practical for a wonderful product. Michael > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov > Sent: Wednesday, August 06, 2008 6:45 PM > To: msilver at prl.ab.ca > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Install problem using a db server on a > different host > > 1) check option --with-db-rt-host > 2) try --enable-layout=RT3 > > Also want to note that you should run setup-database from dir where > RT > is installed. > > On Thu, Aug 7, 2008 at 3:22 AM, Michael Silver > wrote: > > Hello, > > > > I'm installing RT 3.8.0 on a CentOS box but using a mysql server > on a > > different box. I've finished all the steps in the README up to > the stage > > of doing make initialize-database. When I do that, it appears to > be > > creating an ACL for my rt db user as user at localhost instead of > user@% or > > user at rt_host. Michael Michael Silver, Network Administrator Parkland Regional Library 5404 56 Avenue Lacombe, AB T4L 1G1 Phone: 403.782.3850 msilver at prl.ab.ca Fax: 403.782.4650 http://www.prl.ab.ca/ From curtisb at vianet.ca Thu Aug 7 12:07:24 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Thu, 07 Aug 2008 12:07:24 -0400 Subject: [rt-users] RT-Users Digest, Vol 53, Issue 18 In-Reply-To: References: Message-ID: <489B1DBC.9000103@vianet.ca> > Date: Thu, 07 Aug 2008 16:50:47 +0200 > From: Jean-Michel Barbet > Subject: Re: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 > To: d tbsky > Cc: rt-users at lists.bestpractical.com > Message-ID: <489B0BC7.4060605 at subatech.in2p3.fr> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > d tbsky wrote: > >> hi: >> your upgrade procedure is like what i did, which is wrong. >> if you use mysql, you should run the mysql upgrade script first, >> then run the rt upgrade script. or you will get empty "RT at glance" page. >> > > Thanks very much, > > So, trying to follow directions posted in thread : > "RT at a Glance HASH ref error during upgrade from 3.4 to 3.8", > I am reloading my RT 3.2.1/mysql 4.0.20 database in the new > RT 3.8.0/mysql 5.0.45. to do again the upgrade procedure. > > If I understood well, steps are : > > a) save DB on old server : > > mysqldump -u rt_user -p xxx --single-transaction --databases rt3 > dump > > b) reload DB on new server : > > mysql -u root -p < dump > > c) launch mysql upgrade script : etc/upgrade/schema.mysql-4.0-4.1.pl > > d) update the schema (I suppose the best is with the following) : > > /opt/rt3/sbin/rt-setup-database --dba root > --prompt-for-dba-password --action upgrade > > Unfortunately the mysql upgrade script fails : > > [root]# perl rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user xxxxx > DBD::mysql::db column_info failed: column_info doesn't support column > selection at rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > DBD::mysql::db column_info failed: column_info doesn't support column > selection at rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl line 227. > > Also, I am not sure if I have to run this mysql update script ... > > I do not know what is the default Mysql character set in 4.0 and > I do not know how to set it in the new Mysql 5.0... The systems both > have locale set to en_US.UTF-8... > > Thanks for advices. > > JM > Like a previous reply mentioned, it has to do with the DBD::mysql 3.x not supporting that method.. the 4.x does work. I believe this issue is addressed in the newer release candidates. Also I would be cautious with 4.007, it apparently introduced a bug that happens to a few people where the db connections timeout causing mod_perl/fastcgi etc to seg fault on each dead connection until it reconnects them. The cause of the bug i don't know the details 100% (I think broken keep-alive or something), but I basically downgraded back to the Debian packaged 3.x for stability. I heard 4.006 doesn't have the issue though. Curtis From email.lists at pandf.us Thu Aug 7 13:32:33 2008 From: email.lists at pandf.us (PF IT) Date: Thu, 07 Aug 2008 10:32:33 -0700 Subject: [rt-users] [error] Can't call method "crit" In-Reply-To: <589c94400807311742h793760e2ib2b89c5b6b517f7@mail.gmail.com> References: <1217541662.6207.10.camel@PF4-015.pfsandiego.local> <1217546646.6786.8.camel@PF4-015.pfsandiego.local> <589c94400807311742h793760e2ib2b89c5b6b517f7@mail.gmail.com> Message-ID: <1218130353.3861.5.camel@PF4-015.pfsandiego.local> -----Original Message----- From: Ruslan Zakirov To: email.lists at pandf.us Cc: RT-Users at lists.bestpractical.com Subject: Re: [rt-users] [error] Can't call method "crit" Date: Fri, 1 Aug 2008 04:42:45 +0400 By default no plugins are installed and desiable @Plugins option in your config. -------------------------------------- Is this related to why I get this error when using: # RT default Apache configuration Alias /rt/ /opt/rt3/share/html/ AllowOverride All Options ExecCGI FollowSymLinks Options Indexes FollowSymLinks Order allow,deny Allow from all PerlRequire /opt/rt3/bin/webmux.pl RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /var/log/apache2/error.log gives me this error. [Thu Aug 07 10:30:19 2008] [error] Can't call method "crit" on an undefined value at /opt/rt3/bin/../lib/RT.pm line 579.\nCompilation failed in require at (eval 2) line 1.\n [Thu Aug 07 10:30:19 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server PFServer7.pfsandiego.local:0, exiting... This is holding up using RT. -Adam -------------- next part -------------- An HTML attachment was scrubbed... URL: From erik at q32.com Thu Aug 7 13:35:58 2008 From: erik at q32.com (Erik Aronesty) Date: Thu, 7 Aug 2008 13:35:58 -0400 Subject: [rt-users] Minor Edit to Interface/Email.pm In-Reply-To: References: Message-ID: (I don't have the original so I can't do a diff, but basically the loop variable should (always) be my'ed to protect it from being altered. There was a problem with the MailFrom plugin setting $_ and then corrupting the loop varialbe!) ----CUT--- # Since this needs loading, no matter what foreach my $Class (@RT::MailPlugins) { my ($Code, $NewAuthStat); if ( ref($Class) eq "CODE" ) { $Code = $Class; } else { $Class = "RT::Interface::Email::" . $Class unless $Class =~ /^RT::Interface::Email::/; From lhan at semaphore.com Thu Aug 7 13:39:57 2008 From: lhan at semaphore.com (Larry Han) Date: Thu, 7 Aug 2008 10:39:57 -0700 Subject: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 In-Reply-To: <589c94400808061942rb51554ft780d8ca9253a1d4@mail.gmail.com> References: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2BF@exchange00.semaphore.lan> <589c94400808061726j78d1335auba46f51864ba1f32@mail.gmail.com> <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C6@exchange00.semaphore.lan>, <589c94400808061942rb51554ft780d8ca9253a1d4@mail.gmail.com> Message-ID: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C7@exchange00.semaphore.lan> >I think the following steps should make migration for you. > >NOTE FOR READERs: this is only correct for people migrating from 4.0 >to 4.1 and newer. > >1) when you do a mysqldump you don't need additional options, as mysql >4.0 has no --set-default-charset or --set-charset options, so use: > > mysqldump --opt rt3 > rt3.mysql.dump > > or the following to gzip by the way > > mysqldump --opt rt3 | gzip > rt3.mysql.dump.gz ok >2) Configure your mysql 4.1 or newer to use latin1 as default >character set. I can not explain this, it will take too long. I checked mysql 5.0 documentation and it seems like latin1 is the default charset already? Is this correct? >3) You create new DB for RT in your mysql 4.1 or newer using RT thats this command rt-setup-database --action init --dba root --prompt-for-dba-password >4) You move the dump file to the server with mysql 4.1 or newer and >restore data using > > mysql --set-default-charset=binary < rt3.mysql.dump actually mysql --default-character-set=binary < rt3.mysql.dump >5) You apply upgrade action on this new DB thats the 'rt-setup-database --action upgrade' command? >6) You apply commands generated by schema upgrade script ok I've seen differing reports and would like a definite answer on when upgrading whether you should do the 'rt-setup-database --action upgrade' command first or if you should do the mysql schema update first. >I think I've covered all possibilities that can corrupt data during migration. Thanks, this has helped me a lot and I bet will help a lot other people out as well. From erik at q32.com Thu Aug 7 13:53:57 2008 From: erik at q32.com (Erik Aronesty) Date: Thu, 7 Aug 2008 13:53:57 -0400 Subject: [rt-users] Filter::SpamAssassin In-Reply-To: References: Message-ID: Sorry I forgot the extra "s" documentroot.com/SpamAssassin.pm - Erik On Thu, Aug 7, 2008 at 5:36 AM, Erik Aronesty wrote: > I made a version of Filter::SpamAssassin that works with the > latest/greatest versions of both SpamAssassin and RT. > > http://www.documentroot.com/SpamAssasin.pm > > I didn't want to muck about with fetchmail, procmail or anything else > to get it to work, and the version that was out there didn't seem to > work at all... maybe some version of SpamAssassin grokked MIME:Entity > - but not mine, as_string is safe though... should work for a long > time. > > It supports the "spamd" daemon, which may or may not improve > performance (but certainly allows some scalability) depending on how > you implement your version of RT > > - Erik > From msilver.lists at prl.ab.ca Thu Aug 7 14:21:50 2008 From: msilver.lists at prl.ab.ca (Michael Silver) Date: Thu, 7 Aug 2008 12:21:50 -0600 Subject: [rt-users] Installation of RTFM 2.2.1 on RT 3.8.0 fails In-Reply-To: <6037fca0807172117q19bc0652yd14face750c21cbe@mail.gmail.com> References: <6037fca0807172117q19bc0652yd14face750c21cbe@mail.gmail.com> Message-ID: <006801c8f8ba$75bff8e0$613feaa0$@lists@prl.ab.ca> Back in July, Cameron posted a message to the list regarding an installation problem. (See http://lists.bestpractical.com/pipermail/rt-users/2008-July/052816.html for his message.) As far as I can tell, there wasn't a response sent to the list, and I had a similar problem. I'm posting this in case my experience helps anyone else out. Thanks to Ruslan, I've now got a fresh working installation of RT 3.8.0. I went to install RTFM and ran into an issue with the initdb step. It returned Working with: Type: mysql Host: db01.prl.ab.ca Name: ref_ill_rt User: refrt DBA: refrt Now populating database schema. Couldn't finish 'schema' step. ERROR: Couldn't find schema file(s) '*' ...returned with error: 65280 make: *** [initdb] Error 255 I noticed that it was using the db-rt-user as both user and dba. The configure line for RT did specify the db-dba as root. I tried the refrt password, and it connected but returned the error above. (Using the root password with the above settings returned an access denied message as expected.) I then replaced the dba in the perl command line with root, but got the same error as above. I went hunting for the schema and found it in RTFM-2.2.1/etc/schema.mysql. So I cheated and ran mysql -h db01.prl.ab.ca -D ref_ill_rt -u root -p < schema.mysql and it appears to have worked. The other line in the Makefile refers to acl, but the acl.mysql file says there aren't any changes needed in mysql for ACL so I didn't run it. Below is the complete run from perl Makefile.PL up to the error message in case it helps. Michael [root at reftrack RTFM-2.2.1]# perl Makefile.PL Using RT configurations from /opt/rt3/lib/RT.pm: ./bin => /opt/rt3/local/bin ./etc => /opt/rt3/local/etc/FM ./html => /opt/rt3/share/html ./lib => /opt/rt3/local/lib ./po => /opt/rt3/local/po/FM ./sbin => /opt/rt3/local/sbin For first-time installation, type 'make initdb'. *** Module::AutoInstall version 1.03 *** Checking for Perl dependencies... [Core Features] Cannot reliably compare non-decimal formatted versions. Please install version.pm or Sort::Versions. - RT ...loaded. (3.8.0 >= 3.4.2) - Text::WikiFormat ...loaded. (0.79) - Tree::Simple ...loaded. (1.18) - HTML::TreeBuilder ...loaded. (3.23) - Time::ParseDate ...loaded. (2006.0814) - HTML::FormatText ...loaded. (2.04) - YAML ...loaded. (0.66) *** Module::AutoInstall configuration finished. Open input '/root/RTFM-2.2.1/t/utils.pl' file for substitution Open output '/root/RTFM-2.2.1/t/utils.pl' file for substitution Writing Makefile for RTFM [root at reftrack RTFM-2.2.1]# make Manifying blib/man3/RT::FM::Topic_Overlay.3pm Manifying blib/man3/RT::FM::Article.3pm Manifying blib/man3/RT::FM::TopicCollection_Overlay.3pm Manifying blib/man3/RT::FM::ObjectTopic.3pm Manifying blib/man3/RT::FM::Record.3pm Manifying blib/man3/RT::FM::ObjectTopicCollection_Overlay.3pm Manifying blib/man3/RT::URI::fsck_com_rtfm.3pm Manifying blib/man3/RT::FM::Class.3pm Manifying blib/man3/RT::FM::ArticleCollection.3pm Manifying blib/man3/RT::URI::a.3pm Manifying blib/man3/RT::FM::Article_Overlay.3pm Manifying blib/man3/RT::FM::ObjectTopicCollection.3pm Manifying blib/man3/RT::FM::ClassCollection_Overlay.3pm Manifying blib/man3/RT::FM::ArticleCollection_Overlay.3pm Manifying blib/man3/RT::FM::Class_Overlay.3pm Manifying blib/man3/RT::FM::SearchBuilder.3pm Manifying blib/man3/RT::FM::TopicCollection.3pm Manifying blib/man3/RT::FM::Topic.3pm Manifying blib/man3/RT::FM::ClassCollection.3pm Manifying blib/man3/RT::FM::System.3pm [root at reftrack RTFM-2.2.1]# make install Writing /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/auto/RTFM/.packli st Appending installation info to /usr/lib/perl5/5.8.8/i386-linux-thread-multi/perllocal.pod [root at reftrack RTFM-2.2.1]# make initdb /usr/bin/perl -Ilib -I/opt/rt3/local/lib -I/opt/rt3/lib /opt/rt3/sbin/rt-setup-database --action schema --datadir etc --datafile etc/initialdata --dba refrt --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on db01.prl.ab.ca as refrt Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: db01.prl.ab.ca Name: ref_ill_rt User: refrt DBA: refrt Now populating database schema. Couldn't finish 'schema' step. ERROR: Couldn't find schema file(s) '*' ...returned with error: 65280 make: *** [initdb] Error 255 From lhan at semaphore.com Thu Aug 7 14:30:08 2008 From: lhan at semaphore.com (Larry Han) Date: Thu, 7 Aug 2008 11:30:08 -0700 Subject: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 In-Reply-To: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C7@exchange00.semaphore.lan> References: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2BF@exchange00.semaphore.lan> <589c94400808061726j78d1335auba46f51864ba1f32@mail.gmail.com> <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C6@exchange00.semaphore.lan>, <589c94400808061942rb51554ft780d8ca9253a1d4@mail.gmail.com>, <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C7@exchange00.semaphore.lan> Message-ID: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C8@exchange00.semaphore.lan> Ok, so I followed all these steps but I still have the same error on the RT at a glance page. Can't use string ("BQYDAAAAAgQCAAAAAwQDAAAAAgoKTXkg") as a HASH ref while "strict refs" in use at /var/www/tickets01/share/html/Elements/MyRT line 76, line 505. Trying to change RT at a glance prefs also gives me the same error Can't use string ("BQYDAAAABAoEREVTQwAAAAVPcmRlcgpD") as a HASH ref while "strict refs" in use at /var/www/tickets01/share/html/Prefs/MyRT.html line 126, line 505. Anyone run into this before? ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Larry Han [lhan at semaphore.com] Sent: Thursday, August 07, 2008 10:39 AM To: Ruslan Zakirov Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 >I think the following steps should make migration for you. > >NOTE FOR READERs: this is only correct for people migrating from 4.0 >to 4.1 and newer. > >1) when you do a mysqldump you don't need additional options, as mysql >4.0 has no --set-default-charset or --set-charset options, so use: > > mysqldump --opt rt3 > rt3.mysql.dump > > or the following to gzip by the way > > mysqldump --opt rt3 | gzip > rt3.mysql.dump.gz ok >2) Configure your mysql 4.1 or newer to use latin1 as default >character set. I can not explain this, it will take too long. I checked mysql 5.0 documentation and it seems like latin1 is the default charset already? Is this correct? >3) You create new DB for RT in your mysql 4.1 or newer using RT thats this command rt-setup-database --action init --dba root --prompt-for-dba-password >4) You move the dump file to the server with mysql 4.1 or newer and >restore data using > > mysql --set-default-charset=binary < rt3.mysql.dump actually mysql --default-character-set=binary < rt3.mysql.dump >5) You apply upgrade action on this new DB thats the 'rt-setup-database --action upgrade' command? >6) You apply commands generated by schema upgrade script ok I've seen differing reports and would like a definite answer on when upgrading whether you should do the 'rt-setup-database --action upgrade' command first or if you should do the mysql schema update first. >I think I've covered all possibilities that can corrupt data during migration. Thanks, this has helped me a lot and I bet will help a lot other people out as well. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Aug 7 14:33:47 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 7 Aug 2008 14:33:47 -0400 Subject: [rt-users] Installation of RTFM 2.2.1 on RT 3.8.0 fails In-Reply-To: <006801c8f8ba$75bff8e0$613feaa0$@lists@prl.ab.ca> References: <6037fca0807172117q19bc0652yd14face750c21cbe@mail.gmail.com> <006801c8f8ba$75bff8e0$613feaa0$@lists@prl.ab.ca> Message-ID: <0249205B-E29A-4589-AC67-3DACC9B2AD8E@bestpractical.com> On Aug 7, 2008, at 2:21 PM, Michael Silver wrote: > Back in July, Cameron posted a message to the list regarding an > installation problem. (See > http://lists.bestpractical.com/pipermail/rt-users/2008-July/ > 052816.html > for his message.) As far as I can tell, there wasn't a response sent > to > the list, and I had a similar problem. I'm posting this in case my > experience helps anyone else out. There was a bug with the packaging tools and 3.8, this was corrected in the RTFM trunk. The problem was the --datafile etc/initialdata argument being passed during make initdb -kevin > > > Thanks to Ruslan, I've now got a fresh working installation of RT > 3.8.0. > I went to install RTFM and ran into an issue with the initdb step. It > returned > > Working with: > Type: mysql > Host: db01.prl.ab.ca > Name: ref_ill_rt > User: refrt > DBA: refrt > Now populating database schema. > Couldn't finish 'schema' step. > > ERROR: Couldn't find schema file(s) '*' > > ...returned with error: 65280 > make: *** [initdb] Error 255 > > > I noticed that it was using the db-rt-user as both user and dba. The > configure line for RT did specify the db-dba as root. I tried the > refrt > password, and it connected but returned the error above. (Using the > root > password with the above settings returned an access denied message as > expected.) I then replaced the dba in the perl command line with root, > but got the same error as above. > > I went hunting for the schema and found it in > RTFM-2.2.1/etc/schema.mysql. So I cheated and ran mysql -h > db01.prl.ab.ca -D ref_ill_rt -u root -p < schema.mysql and it > appears to > have worked. The other line in the Makefile refers to acl, but the > acl.mysql file says there aren't any changes needed in mysql for ACL > so > I didn't run it. > > Below is the complete run from perl Makefile.PL up to the error > message > in case it helps. > > Michael > > [root at reftrack RTFM-2.2.1]# perl Makefile.PL > Using RT configurations from /opt/rt3/lib/RT.pm: > ./bin => /opt/rt3/local/bin > ./etc => /opt/rt3/local/etc/FM > ./html => /opt/rt3/share/html > ./lib => /opt/rt3/local/lib > ./po => /opt/rt3/local/po/FM > ./sbin => /opt/rt3/local/sbin > For first-time installation, type 'make initdb'. > *** Module::AutoInstall version 1.03 > *** Checking for Perl dependencies... > [Core Features] > Cannot reliably compare non-decimal formatted versions. > Please install version.pm or Sort::Versions. > - RT ...loaded. (3.8.0 >= 3.4.2) > - Text::WikiFormat ...loaded. (0.79) > - Tree::Simple ...loaded. (1.18) > - HTML::TreeBuilder ...loaded. (3.23) > - Time::ParseDate ...loaded. (2006.0814) > - HTML::FormatText ...loaded. (2.04) > - YAML ...loaded. (0.66) > *** Module::AutoInstall configuration finished. > Open input '/root/RTFM-2.2.1/t/utils.pl' file for substitution > Open output '/root/RTFM-2.2.1/t/utils.pl' file for substitution > Writing Makefile for RTFM > [root at reftrack RTFM-2.2.1]# make > Manifying blib/man3/RT::FM::Topic_Overlay.3pm > Manifying blib/man3/RT::FM::Article.3pm > Manifying blib/man3/RT::FM::TopicCollection_Overlay.3pm > Manifying blib/man3/RT::FM::ObjectTopic.3pm > Manifying blib/man3/RT::FM::Record.3pm > Manifying blib/man3/RT::FM::ObjectTopicCollection_Overlay.3pm > Manifying blib/man3/RT::URI::fsck_com_rtfm.3pm > Manifying blib/man3/RT::FM::Class.3pm > Manifying blib/man3/RT::FM::ArticleCollection.3pm > Manifying blib/man3/RT::URI::a.3pm > Manifying blib/man3/RT::FM::Article_Overlay.3pm > Manifying blib/man3/RT::FM::ObjectTopicCollection.3pm > Manifying blib/man3/RT::FM::ClassCollection_Overlay.3pm > Manifying blib/man3/RT::FM::ArticleCollection_Overlay.3pm > Manifying blib/man3/RT::FM::Class_Overlay.3pm > Manifying blib/man3/RT::FM::SearchBuilder.3pm > Manifying blib/man3/RT::FM::TopicCollection.3pm > Manifying blib/man3/RT::FM::Topic.3pm > Manifying blib/man3/RT::FM::ClassCollection.3pm > Manifying blib/man3/RT::FM::System.3pm > [root at reftrack RTFM-2.2.1]# make install > Writing > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/auto/ > RTFM/.packli > st > Appending installation info to > /usr/lib/perl5/5.8.8/i386-linux-thread-multi/perllocal.pod > [root at reftrack RTFM-2.2.1]# make initdb > /usr/bin/perl -Ilib -I/opt/rt3/local/lib -I/opt/rt3/lib > /opt/rt3/sbin/rt-setup-database --action schema --datadir etc -- > datafile > etc/initialdata --dba refrt --prompt-for-dba-password > In order to create or update your RT database, this script needs to > connect to your mysql instance on db01.prl.ab.ca as refrt > Please specify that user's database password below. If the user has no > database > password, just press return. > > Password: > Working with: > Type: mysql > Host: db01.prl.ab.ca > Name: ref_ill_rt > User: refrt > DBA: refrt > Now populating database schema. > Couldn't finish 'schema' step. > > ERROR: Couldn't find schema file(s) '*' > > ...returned with error: 65280 > make: *** [initdb] Error 255 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Aug 7 14:35:50 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 7 Aug 2008 14:35:50 -0400 Subject: [rt-users] Minor Edit to Interface/Email.pm In-Reply-To: References: Message-ID: You don't say what version you're running (probably 3.6.something) It would be helpful if you sent a patch (you can download a fresh copy of 3.6 from http://download.bestpractical.com ) and an explanation of what bug you were seeing and how to reproduce it to rt-bugs at bestpractical.com This would let us get a fix in the svn tree for future releases thanks -kevin On Aug 7, 2008, at 1:35 PM, Erik Aronesty wrote: > (I don't have the original so I can't do a diff, but basically the > loop variable should (always) be my'ed to protect it from being > altered. There was a problem with the MailFrom plugin setting $_ and > then corrupting the loop varialbe!) > > ----CUT--- > > # Since this needs loading, no matter what > foreach my $Class (@RT::MailPlugins) { > my ($Code, $NewAuthStat); > if ( ref($Class) eq "CODE" ) { > $Code = $Class; > } else { > $Class = "RT::Interface::Email::" . $Class > unless $Class =~ /^RT::Interface::Email::/; > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Aug 7 17:36:29 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 8 Aug 2008 01:36:29 +0400 Subject: [rt-users] [error] Can't call method "crit" In-Reply-To: <1218130353.3861.5.camel@PF4-015.pfsandiego.local> References: <1217541662.6207.10.camel@PF4-015.pfsandiego.local> <1217546646.6786.8.camel@PF4-015.pfsandiego.local> <589c94400807311742h793760e2ib2b89c5b6b517f7@mail.gmail.com> <1218130353.3861.5.camel@PF4-015.pfsandiego.local> Message-ID: <589c94400808071436p7f122bh7e01e24d41159ac9@mail.gmail.com> I see the following in one of your previous messages: [Thu Jul 31 23:19:04 2008] [crit]: Plugin Extension-QuickDelete not found in /opt/rt3/local/plugins (/var/www/rt-3.8.0/sbin/../lib/RT.pm:579) [Thu Jul 31 23:19:04 2008] [crit]: Can't locate Extension-QuickDelete.pm in RT tries to load a plugin that is not installed, but is enabled in your RT_SiteConfig.pm, not apache's conig. On Thu, Aug 7, 2008 at 9:32 PM, PF IT wrote: > -----Original Message----- > From: Ruslan Zakirov > To: email.lists at pandf.us > Cc: RT-Users at lists.bestpractical.com > Subject: Re: [rt-users] [error] Can't call method "crit" > Date: Fri, 1 Aug 2008 04:42:45 +0400 > > By default no plugins are installed and desiable @Plugins option in your > config. > > > -------------------------------------- > > Is this related to why I get this error when using: > > # RT default Apache configuration > > Alias /rt/ /opt/rt3/share/html/ > > > AllowOverride All > Options ExecCGI FollowSymLinks > Options Indexes FollowSymLinks > > Order allow,deny > Allow from all > > > > PerlRequire /opt/rt3/bin/webmux.pl > > RewriteEngine On > RedirectMatch permanent (.*)/$ $1/index.html > AddDefaultCharset UTF-8 > SetHandler perl-script > PerlHandler RT::Mason > > > > /var/log/apache2/error.log gives me this error. > > [Thu Aug 07 10:30:19 2008] [error] Can't call method "crit" on an undefined > value at /opt/rt3/bin/../lib/RT.pm line 579.\nCompilation failed in require > at (eval 2) line 1.\n > [Thu Aug 07 10:30:19 2008] [error] Can't load Perl file: > /opt/rt3/bin/webmux.pl for server PFServer7.pfsandiego.local:0, exiting... > > This is holding up using RT. > > -Adam > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 lhan at semaphore.com Thu Aug 7 17:47:11 2008 From: lhan at semaphore.com (Larry Han) Date: Thu, 7 Aug 2008 14:47:11 -0700 Subject: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 In-Reply-To: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C7@exchange00.semaphore.lan> References: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2BF@exchange00.semaphore.lan> <589c94400808061726j78d1335auba46f51864ba1f32@mail.gmail.com> <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C6@exchange00.semaphore.lan>, <589c94400808061942rb51554ft780d8ca9253a1d4@mail.gmail.com>, <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C7@exchange00.semaphore.lan> Message-ID: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2CA@exchange00.semaphore.lan> Actually, I don't think that it is a database problem. When I do a mysqladmin drop rt3; and then I do rt-setup-database --action init, the RT at a glance page still shows the same error. So I think it may be a problem with my perl or the RT install. Any suggestions? From ruz at bestpractical.com Thu Aug 7 18:04:51 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 8 Aug 2008 02:04:51 +0400 Subject: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 In-Reply-To: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2CA@exchange00.semaphore.lan> References: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2BF@exchange00.semaphore.lan> <589c94400808061726j78d1335auba46f51864ba1f32@mail.gmail.com> <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C6@exchange00.semaphore.lan> <589c94400808061942rb51554ft780d8ca9253a1d4@mail.gmail.com> <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C7@exchange00.semaphore.lan> <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2CA@exchange00.semaphore.lan> Message-ID: <589c94400808071504y1ce50438j62cfdc948e46a484@mail.gmail.com> Hm, interesting... Sounds like some problem with serialization. We use Storable module to serialize data, it worth try either upgrade or downgrade. Please don't forget to remember the current installed version, so we can bump dependencies if problem is in this module. Install new or older version. Drop database, init, test. On Fri, Aug 8, 2008 at 1:47 AM, Larry Han wrote: > Actually, I don't think that it is a database problem. > When I do a mysqladmin drop rt3; > and then I do rt-setup-database --action init, the RT at a glance page still shows the same error. > > So I think it may be a problem with my perl or the RT install. > Any suggestions? > -- Best regards, Ruslan. From zbigniew at starpower.net Thu Aug 7 18:37:45 2008 From: zbigniew at starpower.net (zbigniew at starpower.net) Date: Thu, 7 Aug 2008 18:37:45 -0400 (EDT) Subject: [rt-users] Slow Query Log Message-ID: <20080807183745.APG72100@ms18.lnh.mail.rcn.net> I'm using RT 3.8 and Mysql 5.0.51a on Fedora Core 9. I've been noticing some slowness using the interface. Most of the time it is when updating tickets. Reviewing the slow query log I found the following. Out of a total of 53133 log entries there where 14369 entries for SELECT count(main.id) FROM ObjectCustomF 5540 entries for SELECT * FROM Templates WHERE Queue = ' 18967 entries for SELECT main.* FROM CustomFields main JOI 9397 entries for SELECT main.* FROM Tickets main WHERE ( Oddly enough, I don't use CustomFields. Any suggestions on how to speed things up? From drewday at cc.gatech.edu Thu Aug 7 18:52:18 2008 From: drewday at cc.gatech.edu (drewday at cc.gatech.edu) Date: Thu, 7 Aug 2008 18:52:18 -0400 Subject: [rt-users] RTx::Shredder performance improvement (by adding new index) Message-ID: <18B48E88A340A34D94D25FF7C91C47F1038E42BFF1@aeatlcamex16.campus.gtri.ext> In the process of investigating the performance of using Shredder to delete tickets, I found an index that seems to have a considerable improvement on performance, even above the indexes that are suggested in the documentation. I simply added: CREATE INDEX SHREDDER_CGM3 ON CachedGroupMembers(Val, Id); Before, when I had no indexes, deleting 500 tickets (there are ~ 100,000 in our database), the process took about 2 hours and 30 minutes. After adding the suggested indexes (which I found in the CPAN documentation), the process took about 1 hour, 15 minutes. After adding the above index, the process took about 16 minutes. I stumbled upon this while using the tool mytop (available at http://jeremy.zawodny.com/mysql/mytop/). I am pretty certain that, despite the occasionally self-referrential nature of the Val field in the CGM table, this index shouldn't lead to any difference in results, ordering, or completeness in deletion. I haven't had the time to check, though - so obviously I take no responsibility for any huge catastrophes that may occur on your particular database. Anyway, thanks to Ruslan Zakirov for a great tool. Cheers, -Drew Day -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Aug 7 22:28:09 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 7 Aug 2008 22:28:09 -0400 Subject: [rt-users] Slow Query Log In-Reply-To: <20080807183745.APG72100@ms18.lnh.mail.rcn.net> References: <20080807183745.APG72100@ms18.lnh.mail.rcn.net> Message-ID: <8E362EAA-4063-4675-BBA1-470857724DFB@bestpractical.com> On Aug 7, 2008, at 6:37 PM, wrote: > I'm using RT 3.8 and Mysql 5.0.51a on Fedora Core 9. > > I've been noticing some slowness using the interface. Most of the > time it is when updating tickets. Reviewing the slow query log I > found the following. It'd help if you could: * send the complete queries * send the actual metainformation about how slow is slow * run 'explains' for these queries * tell us about your RT server hardware configuration * tell us a bit about what you've already done to tune your database Best, Jesse > > > Out of a total of 53133 log entries there where > 14369 entries for SELECT count(main.id) FROM ObjectCustomF > 5540 entries for SELECT * FROM Templates WHERE Queue = ' > 18967 entries for SELECT main.* FROM CustomFields main JOI > 9397 entries for SELECT main.* FROM Tickets main WHERE ( > > Oddly enough, I don't use CustomFields. > > Any suggestions on how to speed things up? > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From espen.wiborg at telio.no Fri Aug 8 02:54:18 2008 From: espen.wiborg at telio.no (Espen Wiborg) Date: Fri, 08 Aug 2008 08:54:18 +0200 Subject: [rt-users] RT version 3.8.0 and RT-Authen-ExternalAuth-0.05 In-Reply-To: (Tim Cutts's message of "Thu, 7 Aug 2008 16:35:11 +0100") References: <1216998712.26336.27.camel@c3430.interfast.ca> <897B1BD3-7454-42AA-BA98-2F25B7677068@nuim.ie> <488DD008.7010301@jennic.com> <489AC446.6040404@brighton.ac.uk> Message-ID: <87k5esf145.fsf@telio.no> Tim Cutts writes: > On 7 Aug 2008, at 10:45 am, justin at brighton.ac.uk wrote: >> I know Mike Peachy hasn't had any time to look at this, but is there >> anyone who's got RT-Authen-ExternalAuth working with RT 3.8.x with >> LDAP (Sun Directory Service)? >> I wasn't sure if RT-Authen-ExternalAuth is either totally not >> working with 3.8.x, or working in some cases? > I've found it works as far as LDAP authentication is concerned, but > only if the account already exists within RT; in other words account > autocreation isn't working. Autocreation works if you copy local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth to local/html/Callbacks/ExternalAuth/autohandler/Auth and apply the following patch to User_Vendor.pm: --- local/lib/RT/User_Vendor.pm~ 2008-04-09 10:40:44.000000000 +0200 +++ ./local/lib/RT/User_Vendor.pm 2008-08-04 17:46:32.000000000 +0200 @@ -348,7 +348,7 @@ return (undef); } - if ( $self->PrincipalObj->Disabled ) { + if ( $self->PrincipalObj and $self->PrincipalObj->Disabled ) { $RT::Logger->info("Disabled user " . $self->Name . " tried to log in" ); return (undef); At least I got it to work, and I think those were the only two changes I made. -- Espen Wiborg All that blue light from Orthanc at night? That was Saruman, trying to moderate news.admin.palantir-abuse.sightings. Mike Andrews in the Monastery From Jean-Michel.Barbet at subatech.in2p3.fr Fri Aug 8 04:00:16 2008 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Fri, 08 Aug 2008 10:00:16 +0200 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com> References: <48999A18.7010303@subatech.in2p3.fr> <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> <489B0BC7.4060605@subatech.in2p3.fr> <49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com> Message-ID: <489BFD10.8080905@subatech.in2p3.fr> d tbsky wrote: > hi: > maybe your version of DBD::mysql is too old? > you can try rt3.8.1rc2, the "make testdeps" will check DBD::mysql version. > i got errors before upgrade my DBD::mysql, but i forgot the error message. Thanks, The problem of having an empty "RT at Glance" page is now fixed. But I have problems with accents not displayed correctly (see at the end). Here is the log of my actions : a) Starting MySQL for the first time and putting a root password : service mysqld start Initializing MySQL database: Installing MySQL system tables... OK /usr/bin/mysqladmin -u root password 'xxxxxxxx' b) Install the RT 3.8.0 initial database (I believe this has to be done to create users and rights for the rt3 database in mysql ) make initialize-database /usr/bin/perl sbin/rt-setup-database --action init --dba root --prompt-for-dba-password c) Install a newer DBD::mysql module than the one from distro (the installed version was perl-DBD-MySQL-3.0007-1.fc6). This is to make the script etc/upgrade/schema.mysql-4.0-4.1.pl work. perl -MCPAN -e shell install DBD:mysql d) dump the data from RT 3.2.1 and load them in the new RT 3.8.0 oldserver> mysqldump -u rt_user --password=xxxxxxx --single-transaction \ --databases rt3 > rt3-migrate.sql newserver> mysql -u root -p --default-character-set=binary < ~/rt3-migrate.sql Enter password: e) run mysql upgrade script. I had to modify the script because some tables do not exist in the DB from 3.2.1 : diff etc/upgrade/schema.mysql-4.0-4.1-new.pl \ etc/upgrade/schema.mysql-4.0-4.1.pl 47a48,49 > ObjectCustomFields > ObjectCustomFieldValues cd rt-3.8.0 perl etc/upgrade/schema.mysql-4.0-4.1-new.pl rt3 \ rt_user xxxxxx > etc/upgrade/upgrade-mysql-4-5.sql mysql -u root -p rt3 < etc/upgrade/upgrade-mysql-4-5.sql f) upgrade schemas etc from 3.2.1 to 3.8.0 : /opt/rt3/sbin/rt-setup-database --dba root \ --prompt-for-dba-password --action upgrade => Now I have another problem : ############################### In the ticket lists diplayed on the "RT at Glance" page, the french accentued characters are replaced by a comma. I could send a new request on the list for that but I suppose it is linked to this issue of character sets ! Moreover, in some elements, french accents are correctly displayed and in some not : Not Correct : - Titles of migrated tickets - Names of people acting on the tickets - Name of attachments if they have accents for newly created tickets - Body (template) of email message to the sender in reponse for a new ticket Correct : - Body of migrated tickets - Titles of newly created tickets If someone can help ... JM Jean-Michel. -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From tbskyd at gmail.com Fri Aug 8 04:28:34 2008 From: tbskyd at gmail.com (d tbsky) Date: Fri, 8 Aug 2008 16:28:34 +0800 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <489BFD10.8080905@subatech.in2p3.fr> References: <48999A18.7010303@subatech.in2p3.fr> <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> <489B0BC7.4060605@subatech.in2p3.fr> <49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com> <489BFD10.8080905@subatech.in2p3.fr> Message-ID: <49002b820808080128v19881f09kbc6dbb146e13742a@mail.gmail.com> hi: why are you using rt 3.8.0? you can try rt 3.8.1rc2. it is utf8 ok. if you use 3.8.0, you may need to tune mysql utf8 parameters. 2008/8/8 Jean-Michel Barbet : > d tbsky wrote: >> >> hi: >> maybe your version of DBD::mysql is too old? >> you can try rt3.8.1rc2, the "make testdeps" will check DBD::mysql version. >> i got errors before upgrade my DBD::mysql, but i forgot the error message. > > Thanks, > > The problem of having an empty "RT at Glance" page is now fixed. > But I have problems with accents not displayed correctly (see > at the end). > > Here is the log of my actions : > > a) Starting MySQL for the first time and putting a root password : > > service mysqld start > Initializing MySQL database: Installing MySQL system tables... > OK > /usr/bin/mysqladmin -u root password 'xxxxxxxx' > > b) Install the RT 3.8.0 initial database > > (I believe this has to be done to create users and rights for the rt3 > database in mysql ) > > make initialize-database > /usr/bin/perl sbin/rt-setup-database --action init --dba root > --prompt-for-dba-password > > c) Install a newer DBD::mysql module than the one from distro > (the installed version was perl-DBD-MySQL-3.0007-1.fc6). > This is to make the script etc/upgrade/schema.mysql-4.0-4.1.pl > work. > > perl -MCPAN -e shell > install DBD:mysql > > d) dump the data from RT 3.2.1 and load them in the new RT 3.8.0 > > oldserver> > mysqldump -u rt_user --password=xxxxxxx --single-transaction \ > --databases rt3 > rt3-migrate.sql > > newserver> > mysql -u root -p --default-character-set=binary < ~/rt3-migrate.sql > Enter password: > > e) run mysql upgrade script. I had to modify the script because > some tables do not exist in the DB from 3.2.1 : > > diff etc/upgrade/schema.mysql-4.0-4.1-new.pl \ > etc/upgrade/schema.mysql-4.0-4.1.pl > 47a48,49 >> ObjectCustomFields >> ObjectCustomFieldValues > > cd rt-3.8.0 > perl etc/upgrade/schema.mysql-4.0-4.1-new.pl rt3 \ > rt_user xxxxxx > etc/upgrade/upgrade-mysql-4-5.sql > mysql -u root -p rt3 < etc/upgrade/upgrade-mysql-4-5.sql > > f) upgrade schemas etc from 3.2.1 to 3.8.0 : > > /opt/rt3/sbin/rt-setup-database --dba root \ > --prompt-for-dba-password --action upgrade > > => Now I have another problem : > ############################### > > In the ticket lists diplayed on the "RT at Glance" page, the > french accentued characters are replaced by a comma. I could send > a new request on the list for that but I suppose it is linked > to this issue of character sets ! > > Moreover, in some elements, french accents are correctly > displayed and in some not : > > Not Correct : > - Titles of migrated tickets > - Names of people acting on the tickets > - Name of attachments if they have accents for newly created tickets > - Body (template) of email message to the sender in reponse for a new > ticket > Correct : > - Body of migrated tickets > - Titles of newly created tickets > > If someone can help ... > > JM > > > > Jean-Michel. > > > > > > -- > ------------------------------------------------------------------------ > Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 > Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 > CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr > ------------------------------------------------------------------------ > From Jean-Michel.Barbet at subatech.in2p3.fr Fri Aug 8 04:42:26 2008 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Fri, 08 Aug 2008 10:42:26 +0200 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <49002b820808080128v19881f09kbc6dbb146e13742a@mail.gmail.com> References: <48999A18.7010303@subatech.in2p3.fr> <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> <489B0BC7.4060605@subatech.in2p3.fr> <49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com> <489BFD10.8080905@subatech.in2p3.fr> <49002b820808080128v19881f09kbc6dbb146e13742a@mail.gmail.com> Message-ID: <489C06F2.3060406@subatech.in2p3.fr> d tbsky wrote: > hi: > why are you using rt 3.8.0? you can try rt 3.8.1rc2. it is utf8 ok. > if you use 3.8.0, you may need to tune mysql utf8 parameters. This was because "rc" usually means "Release Candidate" and I wanted to install a stable release but this may be a wrong assumption... I could give a try, I suppose an upgrade from 3.8.0 is not too difficult but I hope the perl module tree has not changed too much between these 2 versions. JM -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From tbskyd at gmail.com Fri Aug 8 05:01:47 2008 From: tbskyd at gmail.com (d tbsky) Date: Fri, 8 Aug 2008 17:01:47 +0800 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <489C06F2.3060406@subatech.in2p3.fr> References: <48999A18.7010303@subatech.in2p3.fr> <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> <489B0BC7.4060605@subatech.in2p3.fr> <49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com> <489BFD10.8080905@subatech.in2p3.fr> <49002b820808080128v19881f09kbc6dbb146e13742a@mail.gmail.com> <489C06F2.3060406@subatech.in2p3.fr> Message-ID: <49002b820808080201n3b9b7e24kd5770a5819c6d9d7@mail.gmail.com> hi: it is a little fix.almost the same as 3.8.0. and utf8 fix is what we need. so i don't need to tune mysql utf8 parameter. by the way, can you use the new "WYSIWYG" editor? i still don't know where i can see the result. Regards, tbskyd 2008/8/8 Jean-Michel Barbet : > d tbsky wrote: >> >> hi: >> why are you using rt 3.8.0? you can try rt 3.8.1rc2. it is utf8 ok. >> if you use 3.8.0, you may need to tune mysql utf8 parameters. > > This was because "rc" usually means "Release Candidate" and I wanted > to install a stable release but this may be a wrong assumption... > > I could give a try, I suppose an upgrade from 3.8.0 is not too > difficult but I hope the perl module tree has not changed too much > between these 2 versions. > > JM > > -- > ------------------------------------------------------------------------ > Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 > Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 > CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr > ------------------------------------------------------------------------ > From Jean-Michel.Barbet at subatech.in2p3.fr Fri Aug 8 05:32:53 2008 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Fri, 08 Aug 2008 11:32:53 +0200 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <49002b820808080201n3b9b7e24kd5770a5819c6d9d7@mail.gmail.com> References: <48999A18.7010303@subatech.in2p3.fr> <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> <489B0BC7.4060605@subatech.in2p3.fr> <49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com> <489BFD10.8080905@subatech.in2p3.fr> <49002b820808080128v19881f09kbc6dbb146e13742a@mail.gmail.com> <489C06F2.3060406@subatech.in2p3.fr> <49002b820808080201n3b9b7e24kd5770a5819c6d9d7@mail.gmail.com> Message-ID: <489C12C5.8000807@subatech.in2p3.fr> d tbsky wrote: > hi: > it is a little fix.almost the same as 3.8.0. and utf8 fix is what > we need. so i don't need to tune mysql utf8 parameter. After looking at the way the mysql update procedure works, I believe it only changes the column charset and collatiin definition, *not the data*, so if some data where stored in latin1 in my previous Mysql 4.0 database, the column type will change to binary, then to utf8 and data will not be displayed correctly. Can other people comment on this ? > by the way, can you use the new "WYSIWYG" editor? i still don't know > where i can see the result. If I try to reply to a ticket in RT web interface, there is a tiny black triangle on top of the message box and it expands in a set of tools to get rich text, then I click save and I can send the message. JM -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From tbskyd at gmail.com Fri Aug 8 08:56:58 2008 From: tbskyd at gmail.com (d tbsky) Date: Fri, 8 Aug 2008 20:56:58 +0800 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <49002b820808080555i293431fbs767807d6cc335c62@mail.gmail.com> References: <48999A18.7010303@subatech.in2p3.fr> <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> <489B0BC7.4060605@subatech.in2p3.fr> <49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com> <489BFD10.8080905@subatech.in2p3.fr> <49002b820808080128v19881f09kbc6dbb146e13742a@mail.gmail.com> <489C06F2.3060406@subatech.in2p3.fr> <49002b820808080201n3b9b7e24kd5770a5819c6d9d7@mail.gmail.com> <489C12C5.8000807@subatech.in2p3.fr> <49002b820808080555i293431fbs767807d6cc335c62@mail.gmail.com> Message-ID: <49002b820808080556r3b61fbb8t1e93b064b6b11531@mail.gmail.com> 2008/8/8 Jean-Michel Barbet : > d tbsky wrote: >> >> hi: >> it is a little fix.almost the same as 3.8.0. and utf8 fix is what >> we need. so i don't need to tune mysql utf8 parameter. > > After looking at the way the mysql update procedure works, I believe > it only changes the column charset and collatiin definition, *not the > data*, so if some data where stored in latin1 in my previous Mysql > 4.0 database, the column type will change to binary, then to utf8 > and data will not be displayed correctly. yes the data are converted to utf8, so rt must treat them as utf8. but mysql default use latin1 for connection, so the data are corrupt when present in the browser. either patch rt (rt 3.8.1rc2) or force mysql client parameters to use utf8 connection and we can have utf8 from mysql to browser. > Can other people comment on this ? > >> by the way, can you use the new "WYSIWYG" editor? i still don't know >> where i can see the result. > > If I try to reply to a ticket in RT web interface, there is a tiny > black triangle on top of the message box and it expands in a set of > tools to get rich text, then I click save and I can send the message. > that's what i want to ask. after using the editor and save,where can you see the rich text affect? i only see plain text after save. and i get plain text email. thanks for your help!! From falcone at bestpractical.com Fri Aug 8 09:56:30 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 8 Aug 2008 09:56:30 -0400 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <49002b820808080556r3b61fbb8t1e93b064b6b11531@mail.gmail.com> References: <48999A18.7010303@subatech.in2p3.fr> <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> <489B0BC7.4060605@subatech.in2p3.fr> <49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com> <489BFD10.8080905@subatech.in2p3.fr> <49002b820808080128v19881f09kbc6dbb146e13742a@mail.gmail.com> <489C06F2.3060406@subatech.in2p3.fr> <49002b820808080201n3b9b7e24kd5770a5819c6d9d7@mail.gmail.com> <489C12C5.8000807@subatech.in2p3.fr> <49002b820808080555i293431fbs767807d6cc335c62@mail.gmail.com> <49002b820808080556r3b61fbb8t1e93b064b6b11531@mail.gmail.com> Message-ID: <5D3239D8-E0F5-4683-8155-650778A4A53E@bestpractical.com> >>> by the way, can you use the new "WYSIWYG" editor? i still don't know >>> where i can see the result. >> >> If I try to reply to a ticket in RT web interface, there is a tiny >> black triangle on top of the message box and it expands in a set of >> tools to get rich text, then I click save and I can send the message. >> > > that's what i want to ask. after using the editor and save,where can > you see the rich text affect? Simple HTML things like bold and italic should pass right through and show up in the transaction history. The PreferRichText config option may help show other pieces of the puzzle. RT scrubs HTML rather aggressively and we may need to tweak share/html/Elements/ScrubHTML. It would be great if you poked at the options in that file until it showed you what you want to see in the history and submitted a patch to rt-bugs at bestpractical.com > i only see plain text after save. and i > get plain text email. You need to tweak your templates slightly in order to send html mail, but it seems to tickle a bug. You should get mail about a bug report in a few minutes. -kevin From curtisb at vianet.ca Fri Aug 8 12:16:46 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 08 Aug 2008 12:16:46 -0400 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <49002b820808080556r3b61fbb8t1e93b064b6b11531@mail.gmail.com> References: <48999A18.7010303@subatech.in2p3.fr> <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> <489B0BC7.4060605@subatech.in2p3.fr> <49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com> <489BFD10.8080905@subatech.in2p3.fr> <49002b820808080128v19881f09kbc6dbb146e13742a@mail.gmail.com> <489C06F2.3060406@subatech.in2p3.fr> <49002b820808080201n3b9b7e24kd5770a5819c6d9d7@mail.gmail.com> <489C12C5.8000807@subatech.in2p3.fr> <49002b820808080555i293431fbs767807d6cc335c62@mail.gmail.com> <49002b820808080556r3b61fbb8t1e93b064b6b11531@mail.gmail.com> Message-ID: <489C716E.2020101@vianet.ca> d tbsky wrote: > 2008/8/8 Jean-Michel Barbet : > >> d tbsky wrote: >> >>> hi: >>> it is a little fix.almost the same as 3.8.0. and utf8 fix is what >>> we need. so i don't need to tune mysql utf8 parameter. >>> >> After looking at the way the mysql update procedure works, I believe >> it only changes the column charset and collatiin definition, *not the >> data*, so if some data where stored in latin1 in my previous Mysql >> 4.0 database, the column type will change to binary, then to utf8 >> and data will not be displayed correctly. >> > > yes the data are converted to utf8, so rt must treat them as utf8. > but mysql default use latin1 for connection, so the data are corrupt > when present in the browser. either patch rt (rt 3.8.1rc2) or force mysql > client parameters to use utf8 connection and we can have utf8 from > mysql to browser. > I have an issue during conversion where it sees all the accents as the same (in the database with the unique key on name in Users). It should see them as distinct after conversion. Do the temp tables use it's own charset? I remember mssql use to have a similar issue where the system default could be different from the database and joins and such go all wrong.. Are the temp tables possibly not doing UTF*? I'm not 100%, to get around it before i just did a straight alter with no binary, but i think it was storing latin1 inside utf8 fields.. so now I have the original issue. ERROR 1062 (23000): Duplicate entry 'securite at test.addy' for key 2 If I.. SELECT name FROM Users WHERE name LIKE 'securite at test.addy'; securit?@test.addy securite at test.addy I tried converting the table by removing the index before hand and it errors the same when i go to put it back. Does anyone have any insight as to why mysql sees this as the same? the client charset doesn't affect it just the display. >> Can other people comment on this ? >> >> >>> by the way, can you use the new "WYSIWYG" editor? i still don't know >>> where i can see the result. >>> >> If I try to reply to a ticket in RT web interface, there is a tiny >> black triangle on top of the message box and it expands in a set of >> tools to get rich text, then I click save and I can send the message. >> >> > > that's what i want to ask. after using the editor and save,where can > you see the rich text affect? i only see plain text after save. and i > get plain text email. > thanks for your help!! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > Thanks! Curtis. From William.Hayes at biogenidec.com Fri Aug 8 12:28:45 2008 From: William.Hayes at biogenidec.com (William Hayes) Date: Fri, 8 Aug 2008 12:28:45 -0400 Subject: [rt-users] Search problem with RT 3.8.0 Message-ID: Hi all, We've recently upgraded from version 3.6, and I've noticed problems with search (though it may be that I'm just taking a harder look at the functionality). When searching for 'fulltext:wsj' using the Simple Search form, we get 3 hits. When searching using the 'Edit Search' with the following search string 'Content like "WSJ"', we get 63 results. Many of the missing hits from the first to the second search are from hits against the Subject field of the ticket. I also couldn't find a reference on the wiki/documentation site for the Simple Search syntax. Any help would be appreciated, William -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Aug 8 13:10:37 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 8 Aug 2008 21:10:37 +0400 Subject: [rt-users] Search problem with RT 3.8.0 In-Reply-To: References: Message-ID: <589c94400808081010t41716412t46c43e3621f58390@mail.gmail.com> In 3.8.0 fulltext search on mysql is case sensitive and we can not do anything about that at this point. We either have to use external fulltext indexing service like Sphinx or by refactoring our DB to split binary and text content and using MyISAM (not transactional) table for text as mysql's InnoDB engine doesn't support fulltext indexes. On Fri, Aug 8, 2008 at 8:28 PM, William Hayes wrote: > > Hi all, > > We've recently upgraded from version 3.6, and I've noticed problems with > search (though it may be that I'm just taking a harder look at the > functionality). > > When searching for 'fulltext:wsj' using the Simple Search form, we get 3 > hits. When searching using the 'Edit Search' with the following search > string 'Content like "WSJ"', we get 63 results. Many of the missing hits > from the first to the second search are from hits against the Subject field > of the ticket. I also couldn't find a reference on the wiki/documentation > site for the Simple Search syntax. > > Any help would be appreciated, > > William > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 curtisb at vianet.ca Fri Aug 8 14:01:17 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 08 Aug 2008 14:01:17 -0400 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <489C716E.2020101@vianet.ca> References: <48999A18.7010303@subatech.in2p3.fr> <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> <489B0BC7.4060605@subatech.in2p3.fr> <49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com> <489BFD10.8080905@subatech.in2p3.fr> <49002b820808080128v19881f09kbc6dbb146e13742a@mail.gmail.com> <489C06F2.3060406@subatech.in2p3.fr> <49002b820808080201n3b9b7e24kd5770a5819c6d9d7@mail.gmail.com> <489C12C5.8000807@subatech.in2p3.fr> <49002b820808080555i293431fbs767807d6cc335c62@mail.gmail.com> <49002b820808080556r3b61fbb8t1e93b064b6b11531@mail.gmail.com> <489C716E.2020101@vianet.ca> Message-ID: <489C89ED.7080600@vianet.ca> Curtis Bruneau wrote: > d tbsky wrote: > >> 2008/8/8 Jean-Michel Barbet : >> >> >>> d tbsky wrote: >>> >>> >>>> hi: >>>> it is a little fix.almost the same as 3.8.0. and utf8 fix is what >>>> we need. so i don't need to tune mysql utf8 parameter. >>>> >>>> >>> After looking at the way the mysql update procedure works, I believe >>> it only changes the column charset and collatiin definition, *not the >>> data*, so if some data where stored in latin1 in my previous Mysql >>> 4.0 database, the column type will change to binary, then to utf8 >>> and data will not be displayed correctly. >>> >>> >> yes the data are converted to utf8, so rt must treat them as utf8. >> but mysql default use latin1 for connection, so the data are corrupt >> when present in the browser. either patch rt (rt 3.8.1rc2) or force mysql >> client parameters to use utf8 connection and we can have utf8 from >> mysql to browser. >> >> > I have an issue during conversion where it sees all the accents as the > same (in the database with the unique key on name in Users). It should > see them as distinct after conversion. Do the temp tables use it's own > charset? I remember mssql use to have a similar issue where the system > default could be different from the database and joins and such go all > wrong.. Are the temp tables possibly not doing UTF*? I'm not 100%, to > get around it before i just did a straight alter with no binary, but i > think it was storing latin1 inside utf8 fields.. so now I have the > original issue. > > ERROR 1062 (23000): Duplicate entry 'securite at test.addy' for key 2 > > If I.. SELECT name FROM Users WHERE name LIKE 'securite at test.addy'; > securit?@test.addy > securite at test.addy > > I tried converting the table by removing the index before hand and it > errors the same when i go to put it back. > > Does anyone have any insight as to why mysql sees this as the same? the > client charset doesn't affect it just the display. > >>> Can other people comment on this ? >>> >>> >>> >>>> by the way, can you use the new "WYSIWYG" editor? i still don't know >>>> where i can see the result. >>>> >>>> >>> If I try to reply to a ticket in RT web interface, there is a tiny >>> black triangle on top of the message box and it expands in a set of >>> tools to get rich text, then I click save and I can send the message. >>> >>> >>> >> that's what i want to ask. after using the editor and save,where can >> you see the rich text affect? i only see plain text after save. and i >> get plain text email. >> thanks for your help!! >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> >> I looked into this a bit more, It has to do with the default collation "utf8_general_ci" which doesn't see accents as distinct ( i think ). http://dev.mysql.com/doc/refman/5.0/en/charset-unicode-sets.html There's obviously issues to each one as the rules change.. I also read stuff about the server collation affecting sorting also.. I'm going to try utf8_unicode_ci but it may have the same issue, I saw someone else use utf8_bin to solve the issue. I'll look into it more and post my results. Curtis From zbigniew at starpower.net Fri Aug 8 14:43:24 2008 From: zbigniew at starpower.net (zbigniew at starpower.net) Date: Fri, 8 Aug 2008 14:43:24 -0400 (EDT) Subject: [rt-users] Slow Query Log Message-ID: <20080808144324.APH78280@ms18.lnh.mail.rcn.net> RT is the only thing running on a Fedora Core 9 VMWare ESX VM. It has an Intel Xeon 1.6Ghz top>>> Mem: 774768k total, 743096k used, 31672k free, 19836k buffers Swap: 1572856k total, 104668k used, 1468188k free, 179940k cached uptime>>>> 14:40:53 up 20 days, 2:39, 1 user, load average: 0.16, 0.04, 0.02 Have done no tuning of the database other than installing the RT 3.8 schema updates. Previous ran 3.6.3 with no problems for over a year. # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 0 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT count(main.id) FROM ObjectCustomFieldValues main WHERE (main.Disabled = '0') AND (main.ObjectType = 'RT::Transaction') AND (main.ObjectId = '92578'); +----+-------------+-------+------+---------------+------+---------+------+------+-------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+-------+------+---------------+------+---------+------+------+-------------+ | 1 | SIMPLE | main | ALL | NULL | NULL | NULL | NULL | 1 | Using where | +----+-------------+-------+------+---------------+------+---------+------+------+-------------+ 1 row in set (0.02 sec) # Time: 080725 12:42:47 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 0 Lock_time: 0 Rows_sent: 0 Rows_examined: 0 SELECT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (main.Disabled = '0') AND (main.Name = NULL) AND (ObjectCustomFields_1.ObjectId = '1' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction') GROUP BY main.id ORDER BY MAX(ObjectCustomFields_1.ObjectId) DESC, MIN(ObjectCustomFields_1.SortOrder) ASC; +----+-------------+----------------------+------+---------------+------+---------+------+------+----------------------------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+------+---------------+------+---------+------+------+----------------------------------------------+ | 1 | SIMPLE | main | ALL | PRIMARY | NULL | NULL | NULL | 1 | Using where; Using temporary; Using filesort | | 1 | SIMPLE | ObjectCustomFields_1 | ALL | NULL | NULL | NULL | NULL | 1 | Using where | +----+-------------+----------------------+------+---------------+------+---------+------+------+----------------------------------------------+ 2 rows in set (0.00 sec) # Time: 080725 12:44:18 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 0 Lock_time: 0 Rows_sent: 0 Rows_examined: 4817 SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Owner = '10' OR main.Owner = '135' ) AND main.Type = 'reminder' AND ( main.Status = 'new' OR main.Status = 'open' ) ) AND (main.EffectiveId = main.id) ORDER BY main.Due DESC; +----+-------------+-------+------+---------------+------+---------+------+------+-----------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+-------+------+---------------+------+---------+------+------+-----------------------------+ | 1 | SIMPLE | main | ALL | Tickets2 | NULL | NULL | NULL | 5381 | Using where; Using filesort | +----+-------------+-------+------+---------------+------+---------+------+------+-----------------------------+ 1 row in set (0.00 sec) From jesse at bestpractical.com Fri Aug 8 14:58:24 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 8 Aug 2008 14:58:24 -0400 Subject: [rt-users] Slow Query Log In-Reply-To: <20080808144324.APH78280@ms18.lnh.mail.rcn.net> References: <20080808144324.APH78280@ms18.lnh.mail.rcn.net> Message-ID: <20080808185824.GQ26395@bestpractical.com> On Fri, Aug 08, 2008 at 02:43:24PM -0400, zbigniew at starpower.net wrote: > RT is the only thing running on a Fedora Core 9 VMWare ESX VM. > It has an Intel Xeon 1.6Ghz From what you just sent, all your slow queries are # Query_time: 0 Which isn't all that slow ;) > top>>> Mem: 774768k total, 743096k used, 31672k free, 19836k buffers > Swap: 1572856k total, 104668k used, 1468188k free, 179940k cached > > uptime>>>> 14:40:53 up 20 days, 2:39, 1 user, load average: 0.16, 0.04, 0.02 > > Have done no tuning of the database other than installing the RT 3.8 schema updates. Previous ran 3.6.3 with no problems for over a year. > > > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 0 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT count(main.id) FROM ObjectCustomFieldValues main WHERE (main.Disabled = '0') AND (main.ObjectType = 'RT::Transaction') AND (main.ObjectId = '92578'); > > +----+-------------+-------+------+---------------+------+---------+------+------+-------------+ > | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | > +----+-------------+-------+------+---------------+------+---------+------+------+-------------+ > | 1 | SIMPLE | main | ALL | NULL | NULL | NULL | NULL | 1 | Using where | > +----+-------------+-------+------+---------------+------+---------+------+------+-------------+ > 1 row in set (0.02 sec) > > > > > > # Time: 080725 12:42:47 > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 0 Lock_time: 0 Rows_sent: 0 Rows_examined: 0 > SELECT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (main.Disabled = '0') AND (main.Name = NULL) AND (ObjectCustomFields_1.ObjectId = '1' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction') GROUP BY main.id ORDER BY MAX(ObjectCustomFields_1.ObjectId) DESC, MIN(ObjectCustomFields_1.SortOrder) ASC; > > > +----+-------------+----------------------+------+---------------+------+---------+------+------+----------------------------------------------+ > | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | > +----+-------------+----------------------+------+---------------+------+---------+------+------+----------------------------------------------+ > | 1 | SIMPLE | main | ALL | PRIMARY | NULL | NULL | NULL | 1 | Using where; Using temporary; Using filesort | > | 1 | SIMPLE | ObjectCustomFields_1 | ALL | NULL | NULL | NULL | NULL | 1 | Using where | > +----+-------------+----------------------+------+---------------+------+---------+------+------+----------------------------------------------+ > 2 rows in set (0.00 sec) > > > > > # Time: 080725 12:44:18 > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 0 Lock_time: 0 Rows_sent: 0 Rows_examined: 4817 > SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Owner = '10' OR main.Owner = '135' ) AND main.Type = 'reminder' AND ( main.Status = 'new' OR main.Status = 'open' ) ) AND (main.EffectiveId = main.id) ORDER BY main.Due DESC; > > +----+-------------+-------+------+---------------+------+---------+------+------+-----------------------------+ > | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | > +----+-------------+-------+------+---------------+------+---------+------+------+-----------------------------+ > | 1 | SIMPLE | main | ALL | Tickets2 | NULL | NULL | NULL | 5381 | Using where; Using filesort | > +----+-------------+-------+------+---------------+------+---------+------+------+-----------------------------+ > 1 row in set (0.00 sec) > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From MarkRoedel at letu.edu Fri Aug 8 16:13:00 2008 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Fri, 8 Aug 2008 15:13:00 -0500 Subject: [rt-users] HTML mail from templates (was Rt at Glance and upgrade from 3.2.1 to 3.8.0) In-Reply-To: <5D3239D8-E0F5-4683-8155-650778A4A53E@bestpractical.com> References: <48999A18.7010303@subatech.in2p3.fr><49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com><489B0BC7.4060605@subatech.in2p3.fr><49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com><489BFD10.8080905@subatech.in2p3.fr><49002b820808080128v19881f09kbc6dbb146e13742a@mail.gmail.com><489C06F2.3060406@subatech.in2p3.fr><49002b820808080201n3b9b7e24kd5770a5819c6d9d7@mail.gmail.com><489C12C5.8000807@subatech.in2p3.fr><49002b820808080555i293431fbs767807d6cc335c62@mail.gmail.com><49002b820808080556r3b61fbb8t1e93b064b6b11531@mail.gmail.com> <5D3239D8-E0F5-4683-8155-650778A4A53E@bestpractical.com> Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A4001E94C4B@rachael-reborn.letnet.net> -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, August 08, 2008 8:56 AM To: RT Users Subject: Re: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 > You need to tweak your templates slightly in order to send html mail, > but it seems to tickle a bug. Are these tweaks documented in the wiki or elsewhere? HTML-mail templates are pretty high on my users' most-wanted list. (Oh, yeah, and I guess info on the associated bug would be useful too...) -- Mark Roedel Senior Programmer / Analyst LeTourneau University From zbigniew at starpower.net Fri Aug 8 16:17:37 2008 From: zbigniew at starpower.net (zbigniew at starpower.net) Date: Fri, 8 Aug 2008 16:17:37 -0400 (EDT) Subject: [rt-users] Slow Query Log Message-ID: <20080808161737.APH90271@ms18.lnh.mail.rcn.net> I noticed that also. Was wondering if I was going to walk away with my foot in my mouth. System is still very slow updating tickets and was hoping the slow query log was telling me something useful. I'll go back and continue looking around. From curtisb at vianet.ca Fri Aug 8 16:20:53 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 08 Aug 2008 16:20:53 -0400 Subject: [rt-users] utf8 and accents. Message-ID: <489CAAA5.4050203@vianet.ca> I need some suggestions, I have come to the conclusion that all utf8 collations don't do french properly, not like latin1 anyway. All accents are seen as the same, while binary distinct they cannot be unique indexed and sorting will recognize them as the same as well as queries using any variant character. So I'm in a bit of a bind, if I were to use RT with a case sensitive collation like utf8_bin would the application behave as expected? I know search would be much more strict and possibly confusing to the end user. My other option would be to continue to use latin1, is there any way to accomplish this using the latest code base? It's probably not configurable and I don't want to have to manage diffs for the possible changes, unless it is fairly minimal to do.. The issue in question -> http://bugs.mysql.com/bug.php?id=34130 They said it's on 'todo', MSSQL handles this with ci_ai, ci_as, cs_ai and cs_as collations where the accents are either sensitive or not. Hopefully they do come around to it.. Character difference for mysql .. http://www.collation-charts.org/mysql60/ Curtis From ruz at bestpractical.com Fri Aug 8 16:23:23 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 9 Aug 2008 00:23:23 +0400 Subject: [rt-users] Slow Query Log In-Reply-To: <20080808161737.APH90271@ms18.lnh.mail.rcn.net> References: <20080808161737.APH90271@ms18.lnh.mail.rcn.net> Message-ID: <589c94400808081323vc389d23la200e635d9737b9b@mail.gmail.com> Your mysql is configured to log every query that is not using indexes. Turn it off and you'll see all queries that take more than one second. On Sat, Aug 9, 2008 at 12:17 AM, wrote: > I noticed that also. Was wondering if I was going to walk away with my foot in my mouth. System is still very slow updating tickets and was hoping the slow query log was telling me something useful. I'll go back and continue looking around. > -- Best regards, Ruslan. From falcone at bestpractical.com Fri Aug 8 16:35:35 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 8 Aug 2008 16:35:35 -0400 Subject: [rt-users] HTML mail from templates (was Rt at Glance and upgrade from 3.2.1 to 3.8.0) In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A4001E94C4B@rachael-reborn.letnet.net> References: <48999A18.7010303@subatech.in2p3.fr><49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com><489B0BC7.4060605@subatech.in2p3.fr><49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com><489BFD10.8080905@subatech.in2p3.fr><49002b820808080128v19881f09kbc6dbb146e13742a@mail.gmail.com><489C06F2.3060406@subatech.in2p3.fr><49002b820808080201n3b9b7e24kd5770a5819c6d9d7@mail.gmail.com><489C12C5.8000807@subatech.in2p3.fr><49002b820808080555i293431fbs767807d6cc335c62@mail.gmail.com><49002b820808080556r3b61fbb8t1e93b064b6b11531@mail.gmail.com> <5D3239D8-E0F5-4683-8155-650778A4A53E@bestpractical.com> <0DD6BC9ABC0D2747AF8589AEA9722A4001E94C4B@rachael-reborn.letnet.net> Message-ID: <4B7121F1-20FB-48CC-85ED-BD416A5EA3D1@bestpractical.com> On Aug 8, 2008, at 4:13 PM, Roedel, Mark wrote: >> You need to tweak your templates slightly in order to send html mail, >> but it seems to tickle a bug. > > Are these tweaks documented in the wiki or elsewhere? HTML-mail > templates are pretty high on my users' most-wanted list. > > (Oh, yeah, and I guess info on the associated bug would be useful > too...) There is an open bug, but it is a 3.8.2 blocker for now I Really want to get 3.8.1 shipped soon, we only have one pending bug. Fixing the HTML mail problem is going to be a little too invasive this late in the RC process, especially since it isn't a regression. Documentation will be part of the fix. -kevin From ruz at bestpractical.com Fri Aug 8 16:35:55 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 9 Aug 2008 00:35:55 +0400 Subject: [rt-users] utf8 and accents. In-Reply-To: <489CAAA5.4050203@vianet.ca> References: <489CAAA5.4050203@vianet.ca> Message-ID: <589c94400808081335u74749f34l2309be1ec139a83@mail.gmail.com> On Sat, Aug 9, 2008 at 12:20 AM, Curtis Bruneau wrote: > I need some suggestions, I have come to the conclusion that all utf8 > collations don't do french properly, not like latin1 anyway. All accents > are seen as the same, while binary distinct they cannot be unique > indexed and sorting will recognize them as the same as well as queries > using any variant character. > > So I'm in a bit of a bind, if I were to use RT with a case sensitive > collation like utf8_bin would the application behave as expected? I know > search would be much more strict and possibly confusing to the end user. utf8_bin is good choice. You're free to use binary collation. May be utf8_general_ci collation will be better for you. Any collation is ok as long as you know how to deal with them in mysql. > My other option would be to continue to use latin1, is there any way to > accomplish this using the latest code base? It's probably not > configurable and I don't want to have to manage diffs for the possible > changes, unless it is fairly minimal to do.. No, we wouldn't return to that as it's totally wrong and have concequences as it's actually violation of setting purpose. RT was storing UTF8 encoded data in a latin1 column, so collations worked absolutly incorrect for everything even latin1 and were close to binary. At this point I can suggest you move either binary collation or create a new one and send it to mysql team for inclusion. > > The issue in question -> http://bugs.mysql.com/bug.php?id=34130 > > They said it's on 'todo', MSSQL handles this with ci_ai, ci_as, cs_ai > and cs_as collations where the accents are either sensitive or not. > Hopefully they do come around to it.. > > Character difference for mysql .. http://www.collation-charts.org/mysql60/ > > > Curtis > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 curtisb at vianet.ca Fri Aug 8 16:51:52 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 08 Aug 2008 16:51:52 -0400 Subject: [rt-users] utf8 and accents. In-Reply-To: <589c94400808081335u74749f34l2309be1ec139a83@mail.gmail.com> References: <489CAAA5.4050203@vianet.ca> <589c94400808081335u74749f34l2309be1ec139a83@mail.gmail.com> Message-ID: <489CB1E8.1010102@vianet.ca> Ruslan Zakirov wrote: > On Sat, Aug 9, 2008 at 12:20 AM, Curtis Bruneau wrote: > >> I need some suggestions, I have come to the conclusion that all utf8 >> collations don't do french properly, not like latin1 anyway. All accents >> are seen as the same, while binary distinct they cannot be unique >> indexed and sorting will recognize them as the same as well as queries >> using any variant character. >> >> So I'm in a bit of a bind, if I were to use RT with a case sensitive >> collation like utf8_bin would the application behave as expected? I know >> search would be much more strict and possibly confusing to the end user. >> > > utf8_bin is good choice. You're free to use binary collation. May be > utf8_general_ci collation will be better for you. Any collation is ok > as long as you know how to deal with them in mysql. > > > Ok just wondering, I'll give it a try.. I was more curious if any string type clauses would still work internally since binary collations are everything/case sensitive . I'm guessing that's all fine because I think postgres stores it's stuff as binary_cs and relies on the OS do to collations (something like that, other postgres db's around here seem to be case sensitive). >> My other option would be to continue to use latin1, is there any way to >> accomplish this using the latest code base? It's probably not >> configurable and I don't want to have to manage diffs for the possible >> changes, unless it is fairly minimal to do.. >> > > No, we wouldn't return to that as it's totally wrong and have > concequences as it's actually violation of setting purpose. RT was > storing UTF8 encoded data in a latin1 column, so collations worked > absolutly incorrect for everything even latin1 and were close to > binary. > > At this point I can suggest you move either binary collation or create > a new one and send it to mysql team for inclusion. > > Understood, I wasn't liking that idea either. Oddly enough latin1_swedish_ci (the latin1 default) isn't suppose to be accent sensitive, latin1_general_ci is but my old database (mysql 4.1) seems to be indexing it and seeing them seperate. The collation isn't specified so i'm assuming swedish but it's behaving like general, perhaps the old version respected the differences. I'm basically trying to get it the same as before (perhaps if swedish was enforced before I wouldn't be in this position), regardless this isn't really an issue with RT. >> The issue in question -> http://bugs.mysql.com/bug.php?id=34130 >> >> They said it's on 'todo', MSSQL handles this with ci_ai, ci_as, cs_ai >> and cs_as collations where the accents are either sensitive or not. >> Hopefully they do come around to it.. >> >> Character difference for mysql .. http://www.collation-charts.org/mysql60/ >> >> >> Curtis >> Thanks again for your time, i'm really excited to launch 3.8.x, compared to 3.4.x our users are loving it, especially the reporting and all that. Curtis. From richih.mailinglist at gmail.com Sat Aug 9 14:08:52 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Sat, 9 Aug 2008 20:08:52 +0200 Subject: [rt-users] Installation of RTFM 2.2.1 on RT 3.8.0 fails In-Reply-To: <0249205B-E29A-4589-AC67-3DACC9B2AD8E@bestpractical.com> References: <6037fca0807172117q19bc0652yd14face750c21cbe@mail.gmail.com> <0249205B-E29A-4589-AC67-3DACC9B2AD8E@bestpractical.com> Message-ID: <2d460de70808091108h2b924d43we683cefdfe6b422a@mail.gmail.com> On Thu, Aug 7, 2008 at 20:33, Kevin Falcone wrote: > There was a bug with the packaging tools and 3.8, this was > corrected in the RTFM trunk. Has the fix made it into the current release of RTFM? Richard From devries.pieter at googlemail.com Sat Aug 9 22:17:13 2008 From: devries.pieter at googlemail.com (Pieter de Vries) Date: Sun, 10 Aug 2008 06:47:13 +0430 Subject: [rt-users] System Configuration error Message-ID: <8B171410-8020-4238-8C0A-DC424A84047E@gmail.com> Hi All, I have recently managed to get RT 3.6.6 running on fedora 9. It was rather straight forward to get it up and running and RT looks like a really nice product. However I get this error when I click on Configuration>Tools> System Configuration System error error: Not a GLOB reference at /usr/lib/perl5/vendor_perl/5.10.0/ Module/Versions/Report.pm line 125. context: ... 121: next if $this eq 'main'; # %main:: is %:: 122: 123: #print "Peeking at $this => ${$this . '::VERSION'}\n"; 124: 125: if(defined ${$this . '::VERSION'} ) { 126: $v{$this} = ${$this . '::VERSION'}; 127: $count++; 128: } elsif( 129: defined *{$this . '::ISA'} or defined &{$this . '::import'} ... code stack: /usr/lib/perl5/vendor_perl/5.10.0/Module/Versions/ Report.pm:125 /usr/share/rt3/html/Admin/Tools/Configuration.html:68 /usr/share/rt3/html/Admin/autohandler:49 /usr/share/rt3/html/autohandler:291 I must admit that I have no knowledge of this type of thing and my Linux and Fedora knowledge is basic at best. I tried searching for this error using various tools but could not find anything. I would actually like to get RT-3.8.0 running, but the latest package for fedora 9 is 3.6.6. and I dont have a clue how to do it from downloading the latest version of RT and installing it manually. Further info: Apache/2.2.9 Perl v5.10.0 mysql Ver 14.12 Distrib 5.0.51a Thank you, Pieter -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at viewbankrise.net.au Mon Aug 11 05:51:42 2008 From: rt at viewbankrise.net.au (rt at viewbankrise.net.au) Date: Mon, 11 Aug 2008 19:51:42 +1000 Subject: [rt-users] Mods to "EditCustomFields" Element Message-ID: Hi all, I'm trying to make a modification to the EditCustomFields element so that I can control which fields are displayed by a url parameter, e.g: When I do: Modify.html?id=1024&fieldDef=5 Then I want to see only customfield 5 in the modify page. I looked at this: % } % $i++; % } % }
<%$CustomField->Name%>
<%$CustomField->FriendlyType%> 		<& /Elements/EditCustomField, Object => $TicketObj, CustomField => $CustomField, NamePrefix => $NamePrefix , Default => $m->notes('Field-' . $CustomField->Id), &> % if (my $msg = $m->notes('InvalidField-' . $CustomField->Id)) {
<% $msg %>
And added something like this (makred with "# ++>"): % } % $i++; # ++> % if ( ~defined $ARGS{'fieldDef'} || $ARGS{'fieldDef'} eq $CustomField->id ) { % } # ++ > % } % }
<%$CustomField->Name%>
<%$CustomField->FriendlyType%> 		<& /Elements/EditCustomField, Object => $TicketObj, CustomField => $CustomField, NamePrefix => $NamePrefix , Default => $m->notes('Field-' . $CustomField->Id), &> % if (my $msg = $m->notes('InvalidField-' . $CustomField->Id)) {
<% $msg %>
I was kind of expecting the URL query_string parameters to show up in the ARGS array, but I am apparently mistaken ;-) If anyone can suggest a simple way that I can make the above concept work out, I will be most appreciative! Thanks, regards, Mike. From richard.harold at maxima.co.uk Mon Aug 11 09:47:19 2008 From: richard.harold at maxima.co.uk (Richard Harold) Date: Mon, 11 Aug 2008 14:47:19 +0100 Subject: [rt-users] Question about permissions Message-ID: <5E57A4BBA46F464F969B45562F21DE140442D4D9@hamail1.azurgroup.net> Hi Guys, I am trying to set up a customer so they can log on and check their open/closed calls. I have set them up as a Privileged user The only things i want them to see are the saved searches i have created. I have managed to lock it down, but they are still able to see too much I do not want to give them the option to search, as they can type in "1" for instance and pull up the first call created. They can then do this for any other ticket regardless of whether its for them. I don't want them to be able to change the status ,owner or customer which they can currently do from the basics screen. I have multiple queues and permissions done on a group basis. So I basically want to give them almost a Self service screen but with the ability to see saved searches. If there is any other info you need please let me know. Regards, Richard Harold _DISCLAIMER: This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited. If you have received this message in error, please contact the sender of this message as soon as possible. The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc. Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 ____________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From curtisb at vianet.ca Mon Aug 11 09:54:30 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Mon, 11 Aug 2008 09:54:30 -0400 Subject: [rt-users] utf8 and accents. In-Reply-To: <489CB1E8.1010102@vianet.ca> References: <489CAAA5.4050203@vianet.ca> <589c94400808081335u74749f34l2309be1ec139a83@mail.gmail.com> <489CB1E8.1010102@vianet.ca> Message-ID: <48A04496.6090602@vianet.ca> Curtis Bruneau wrote: > Ruslan Zakirov wrote: > >> On Sat, Aug 9, 2008 at 12:20 AM, Curtis Bruneau wrote: >> >> >>> I need some suggestions, I have come to the conclusion that all utf8 >>> collations don't do french properly, not like latin1 anyway. All accents >>> are seen as the same, while binary distinct they cannot be unique >>> indexed and sorting will recognize them as the same as well as queries >>> using any variant character. >>> >>> So I'm in a bit of a bind, if I were to use RT with a case sensitive >>> collation like utf8_bin would the application behave as expected? I know >>> search would be much more strict and possibly confusing to the end user. >>> >>> >> utf8_bin is good choice. You're free to use binary collation. May be >> utf8_general_ci collation will be better for you. Any collation is ok >> as long as you know how to deal with them in mysql. >> >> >> >> > Ok just wondering, I'll give it a try.. I was more curious if any string > type clauses would still work internally since binary collations are > everything/case sensitive > . I'm guessing that's all fine because I think postgres stores it's > stuff as binary_cs and relies on the OS do to collations (something like > that, other postgres db's around here seem to be case sensitive). > >>> My other option would be to continue to use latin1, is there any way to >>> accomplish this using the latest code base? It's probably not >>> configurable and I don't want to have to manage diffs for the possible >>> changes, unless it is fairly minimal to do.. >>> >>> >> No, we wouldn't return to that as it's totally wrong and have >> concequences as it's actually violation of setting purpose. RT was >> storing UTF8 encoded data in a latin1 column, so collations worked >> absolutly incorrect for everything even latin1 and were close to >> binary. >> >> At this point I can suggest you move either binary collation or create >> a new one and send it to mysql team for inclusion. >> >> >> > Understood, I wasn't liking that idea either. Oddly enough > latin1_swedish_ci (the latin1 default) isn't suppose to be accent > sensitive, latin1_general_ci is but my old database (mysql 4.1) seems > to be indexing it and seeing them seperate. The collation isn't > specified so i'm assuming swedish but it's behaving like general, > perhaps the old version respected the differences. I'm basically trying > to get it the same as before (perhaps if swedish was enforced before I > wouldn't be in this position), regardless this isn't really an issue > with RT. > >>> The issue in question -> http://bugs.mysql.com/bug.php?id=34130 >>> >>> They said it's on 'todo', MSSQL handles this with ci_ai, ci_as, cs_ai >>> and cs_as collations where the accents are either sensitive or not. >>> Hopefully they do come around to it.. >>> >>> Character difference for mysql .. http://www.collation-charts.org/mysql60/ >>> >>> >>> Curtis >>> >>> > Thanks again for your time, i'm really excited to launch 3.8.x, compared > to 3.4.x our users are loving it, especially the reporting and all that. > Curtis. I have a question that's probably obvious.. If I go ahead with utf8_bin, any variation of case on incoming emails will be regarded as distinct right? I can see this causing many issues, I may just get rid of my accented emails and possibly merge the tickets or just delete the users as they aren't valid emails anyway. I don't think I could pad the emails enough to get the users to match, looking through my data emails come in as all kinds of different cases. Curtis From falcone at bestpractical.com Mon Aug 11 09:58:11 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 11 Aug 2008 09:58:11 -0400 Subject: [rt-users] Installation of RTFM 2.2.1 on RT 3.8.0 fails In-Reply-To: <2d460de70808091108h2b924d43we683cefdfe6b422a@mail.gmail.com> References: <6037fca0807172117q19bc0652yd14face750c21cbe@mail.gmail.com> <0249205B-E29A-4589-AC67-3DACC9B2AD8E@bestpractical.com> <2d460de70808091108h2b924d43we683cefdfe6b422a@mail.gmail.com> Message-ID: On Aug 9, 2008, at 2:08 PM, Richard Hartmann wrote: > On Thu, Aug 7, 2008 at 20:33, Kevin Falcone > wrote: > >> There was a bug with the packaging tools and 3.8, this was >> corrected in the RTFM trunk. > > Has the fix made it into the current release of RTFM? There are enough other bugs with rtfm and 3.8 that I'm currently waiting for the 3.8.1 release before cutting an RTFM release candidate. -kevin From richih.mailinglist at gmail.com Mon Aug 11 10:26:13 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 11 Aug 2008 16:26:13 +0200 Subject: [rt-users] RFC: Splitting the signature off from the main text in replies/comment? Message-ID: <2d460de70808110726j3f5cd4fev26c6b99645072f0e@mail.gmail.com> Hi all, Basically, I am proposing to create a second text area/a simple selection button that allows you to control when your signature and/or the company's signature is attached. Some reasons for this, certainly not including everything: *) Signatures on comments are useless and just take up screen real estate *) Replying in-line is ackward as you can't simply mark all text below the point where you stop typing and delete all *) Sometimes, you do not want to have a signature on replies If I could decide when to attach a signature and when not would solve these. Also, I think comments should default to not having a signature at all. Richard From jsmoriss at mvlan.net Mon Aug 11 10:59:09 2008 From: jsmoriss at mvlan.net (Jean-Sebastien Morisset) Date: Mon, 11 Aug 2008 14:59:09 +0000 Subject: [rt-users] CustomFields indexed? Message-ID: <20080811145909.GG28788@zaphod.mvlan.net> Hi everyone, I'm running RT 3.6.6 with Postgres. We use a lot of CustomFields, and several users have home pages that take minutes to load. I suspect this is because they use custom fields in their searches, and custom fields might not be indexed. Am I correct? If so, how do I add indexes for them in my DB? Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator From jpierce at cambridgeenergyalliance.org Mon Aug 11 11:56:30 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 11 Aug 2008 11:56:30 -0400 Subject: [rt-users] RFC: Splitting the signature off from the main text in replies/comment? In-Reply-To: <2d460de70808110726j3f5cd4fev26c6b99645072f0e@mail.gmail.com> References: <2d460de70808110726j3f5cd4fev26c6b99645072f0e@mail.gmail.com> Message-ID: I'm all for elimination of drivel, but I think you will run into the problem of many people not following the "-- " convention. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Mon Aug 11 11:59:58 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 11 Aug 2008 17:59:58 +0200 Subject: [rt-users] Question about permissions Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F932C3@w3hamboex11.ger.win.int.kn> Have you tried to put the saved searches to the selfservice interface? 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 An: rt-users at lists.bestpractical.com Gesendet: Mon Aug 11 15:47:19 2008 Betreff: [rt-users] Question about permissions Hi Guys, I am trying to set up a customer so they can log on and check their open/closed calls. I have set them up as a Privileged user The only things i want them to see are the saved searches i have created. I have managed to lock it down, but they are still able to see too much I do not want to give them the option to search, as they can type in ?1? for instance and pull up the first call created. They can then do this for any other ticket regardless of whether its for them. I don?t want them to be able to change the status ,owner or customer which they can currently do from the basics screen. I have multiple queues and permissions done on a group basis. So I basically want to give them almost a Self service screen but with the ability to see saved searches. If there is any other info you need please let me know. Regards, Richard Harold _DISCLAIMER: This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited. If you have received this message in error, please contact the sender of this message as soon as possible. The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc. Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 ____________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From richih.mailinglist at gmail.com Mon Aug 11 12:11:30 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 11 Aug 2008 18:11:30 +0200 Subject: [rt-users] RFC: Splitting the signature off from the main text in replies/comment? In-Reply-To: References: <2d460de70808110726j3f5cd4fev26c6b99645072f0e@mail.gmail.com> Message-ID: <2d460de70808110911q4bd33b84v2dea8c93dc401f49@mail.gmail.com> On Mon, Aug 11, 2008 at 17:56, Jerrad Pierce wrote: > I'm all for elimination of drivel, but I think you will run into the problem > of many people not following the "-- " convention. What I meant is that the signature I can add in the user settings should follow my suggestion. Also, a RT-wide signature, if such a beast exists or is created due to this mail. Richard From richard.harold at maxima.co.uk Mon Aug 11 12:32:16 2008 From: richard.harold at maxima.co.uk (Richard Harold) Date: Mon, 11 Aug 2008 17:32:16 +0100 Subject: [rt-users] Question about permissions In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F932C3@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394F932C3@w3hamboex11.ger.win.int.kn> Message-ID: <5E57A4BBA46F464F969B45562F21DE1404496208@hamail1.azurgroup.net> How on earth do you do that? From: Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: 11 August 2008 17:00 To: Richard Harold; rt-users at lists.bestpractical.com Subject: AW: [rt-users] Question about permissions Have you tried to put the saved searches to the selfservice interface? ________________________________ Von: rt-users-bounces at lists.bestpractical.com An: rt-users at lists.bestpractical.com Gesendet: Mon Aug 11 15:47:19 2008 Betreff: [rt-users] Question about permissions Hi Guys, I am trying to set up a customer so they can log on and check their open/closed calls. I have set them up as a Privileged user The only things i want them to see are the saved searches i have created. I have managed to lock it down, but they are still able to see too much I do not want to give them the option to search, as they can type in ?1? for instance and pull up the first call created. They can then do this for any other ticket regardless of whether its for them. I don?t want them to be able to change the status ,owner or customer which they can currently do from the basics screen. I have multiple queues and permissions done on a group basis. So I basically want to give them almost a Self service screen but with the ability to see saved searches. If there is any other info you need please let me know. Regards, Richard Harold _DISCLAIMER: This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited. If you have received this message in error, please contact the sender of this message as soon as possible. The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc. Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 ____________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ 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 ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ _DISCLAIMER: This message is intended only for the use of the person(s) ("the intended recipient(s)") to whom it is addressed. It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited. If you have received this message in error, please contact the sender of this message as soon as possible. The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc. Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184 ____________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Mon Aug 11 15:02:55 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 11 Aug 2008 15:02:55 -0400 Subject: [rt-users] Calendar link Message-ID: Didn't the calendar link used to be an icon instead of the word "Calendar?" Anyone know why it was changed? Since there's no decoration on the link, it's not as obviously clickable as the image. I'd also like to get the image back... -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Aug 11 15:20:39 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 11 Aug 2008 15:20:39 -0400 Subject: [rt-users] Calendar link In-Reply-To: References: Message-ID: On Aug 11, 2008, at 3:02 PM, Jerrad Pierce wrote: > Didn't the calendar link used to be an icon instead of the word > "Calendar?" > Anyone know why it was changed? Since there's no decoration on the > link, > it's not as obviously clickable as the image. I'd also like to get > the image > back... RT-3.6 used the text 'Choose a date' which was changed to Calendar in 3.8. If you have an image, it was probably a local style mod -kevin From jpierce at cambridgeenergyalliance.org Mon Aug 11 15:23:01 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 11 Aug 2008 15:23:01 -0400 Subject: [rt-users] Calendar link In-Reply-To: References: Message-ID: > > If you have an image, it was probably a local style mod > > -kevin > Maybe. But the only place I'd recently been playing around with an RT that had the integrated RT support was fsck.com (in July). -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From lhan at semaphore.com Mon Aug 11 15:27:27 2008 From: lhan at semaphore.com (Larry Han) Date: Mon, 11 Aug 2008 12:27:27 -0700 Subject: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 In-Reply-To: <589c94400808071504y1ce50438j62cfdc948e46a484@mail.gmail.com> References: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2BF@exchange00.semaphore.lan> <589c94400808061726j78d1335auba46f51864ba1f32@mail.gmail.com> <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C6@exchange00.semaphore.lan> <589c94400808061942rb51554ft780d8ca9253a1d4@mail.gmail.com> <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2C7@exchange00.semaphore.lan> <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2CA@exchange00.semaphore.lan>, <589c94400808071504y1ce50438j62cfdc948e46a484@mail.gmail.com> Message-ID: <1665243DEFA5CF4FA2283CB4E8B04F070C968EA2CD@exchange00.semaphore.lan> So actually, it was a database problem. I failed to clear my browser cache when testing. I finally solved the issue. If I didn't import the table "Attributes," the RT at a glance page would work. However even if I had imported and then dropped the attributes table, the RT at a glance page would still not work. I had to do a dump of all tables except the attributes table in order to make it work. Is there an explanation of why? Thanks for all the help. Larry ________________________________________ From: ruslan.zakirov at gmail.com [ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov [ruz at bestpractical.com] Sent: Thursday, August 07, 2008 3:04 PM To: Larry Han Cc: rt-users at lists.bestpractical.com Subject: Re: Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 Hm, interesting... Sounds like some problem with serialization. We use Storable module to serialize data, it worth try either upgrade or downgrade. Please don't forget to remember the current installed version, so we can bump dependencies if problem is in this module. Install new or older version. Drop database, init, test. On Fri, Aug 8, 2008 at 1:47 AM, Larry Han wrote: > Actually, I don't think that it is a database problem. > When I do a mysqladmin drop rt3; > and then I do rt-setup-database --action init, the RT at a glance page still shows the same error. > > So I think it may be a problem with my perl or the RT install. > Any suggestions? > -- Best regards, Ruslan. From gevans at hcc.net Mon Aug 11 15:39:38 2008 From: gevans at hcc.net (Greg Evans) Date: Mon, 11 Aug 2008 12:39:38 -0700 Subject: [rt-users] Extract Custom Fields Question... Message-ID: <540BA413711547F58B3943B357E48F74@hcc.local> Hello, I have been trying without success to use ExtractCustomFields so that I can populate some User custom fields as these are things that I don't want to repeat each time the user creates a ticket as that is bad form (from what I was told when I started working with RT). I have it installed but am unsure how to actually do this. I was pointed to the direction of RT::Record and User_Overlay.pm but am getting nowhere fast. I think I just don't know quite enough to understand what I need to do Example: Ticket comes in and goes to the queue, etc. that it should with the proper owner and requestor. This part works fine. Each user has a custom field called 'MAC Address' and in the incoming ticket, it will have a 'MAC Address:' line with the MAC address of the device we are requesting the info from. This is the field that I need to populate but am unsure how to do. Any help would be greatly appreciated. It was also suggested that I might want to go to the training coming up in Oct. which I really want to go to, but am at this point not sure I will be able to do so :/ Regards, Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -------------- next part -------------- An HTML attachment was scrubbed... URL: From curtisb at vianet.ca Mon Aug 11 16:45:23 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Mon, 11 Aug 2008 16:45:23 -0400 Subject: [rt-users] shrink_cgm_table Message-ID: <48A0A4E3.3030906@vianet.ca> I have a quick question regarding shrink_cgm_table.pl The 'extra' records it deletes, will the system now take these into account in 3.8.x in regards to deletes/etc? Basically does shrink_cgm_table.pl only have to be ran once since RT will now take care of the extra? Also regarding shredder, is there a way to make it less verbose? It logs warnings to STDOUT and the log file, while not exactly a bad thing it makes the cron mail outs rather large. Curtis From ruz at bestpractical.com Mon Aug 11 18:51:23 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 12 Aug 2008 02:51:23 +0400 Subject: [rt-users] shrink_cgm_table In-Reply-To: <48A0A4E3.3030906@vianet.ca> References: <48A0A4E3.3030906@vianet.ca> Message-ID: <589c94400808111551q19f89424s4d3912845eb0ab8a@mail.gmail.com> On Tue, Aug 12, 2008 at 12:45 AM, Curtis Bruneau wrote: > I have a quick question regarding shrink_cgm_table.pl > > The 'extra' records it deletes, will the system now take these into > account in 3.8.x in regards to deletes/etc? Basically does > shrink_cgm_table.pl only have to be ran once since RT will now take care > of the extra? Yep, no more extra records. Run it once. > > Also regarding shredder, is there a way to make it less verbose? It logs > warnings to STDOUT and the log file, while not exactly a bad thing it > makes the cron mail outs rather large. This depends on RT's config. If you configured RT to log to screen then it logs to screen. You can disable logging to screen, redirect output to /dev/null or send us patch that adds --log-to-screen, --log-to-syslog and --log-to-file options to the script. > > Curtis > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Jean-Michel.Barbet at subatech.in2p3.fr Tue Aug 12 02:16:00 2008 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Tue, 12 Aug 2008 08:16:00 +0200 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <489BFD10.8080905@subatech.in2p3.fr> References: <48999A18.7010303@subatech.in2p3.fr> <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> <489B0BC7.4060605@subatech.in2p3.fr> <49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com> <489BFD10.8080905@subatech.in2p3.fr> Message-ID: <48A12AA0.2030309@subatech.in2p3.fr> Jean-Michel Barbet wrote: > The problem of having an empty "RT at Glance" page is now fixed. > But I have problems with accents not displayed correctly (see > at the end). The problem with accents is fixed. It seems I was already using the utf8 character set under RT 3.2.1 and Mysql 4.0 (Fedora Core release 2 (Tettnang)). With 2 modifications to the operating procedure I gave, the accents are correct : a) I no longer use the --default-character-set=binary when loading the data dumped from RT 3.2.1 : mysql -u root -p < ~/rt3-migrate.sql b) I added the following line at the top of the dump rt3-migrate.sql right after the create database instruction : ALTER DATABASE rt3 DEFAULT CHARACTER SET utf8; Thanks especially to d.tbsky for support and clues. JM Barbet -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From Jean-Michel.Barbet at subatech.in2p3.fr Tue Aug 12 02:55:17 2008 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Tue, 12 Aug 2008 08:55:17 +0200 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <48A12AA0.2030309@subatech.in2p3.fr> References: <48999A18.7010303@subatech.in2p3.fr> <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> <489B0BC7.4060605@subatech.in2p3.fr> <49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com> <489BFD10.8080905@subatech.in2p3.fr> <48A12AA0.2030309@subatech.in2p3.fr> Message-ID: <48A133D5.6000102@subatech.in2p3.fr> Jean-Michel Barbet wrote: > The problem with accents is fixed. Sorry, I spoke too soon. I still have a problem with the column "Content" of the Attachements table. In RT 3.2.1/MySQL4.0 this column is longtext The mysql upgrade scripts does this : ALTER TABLE Attachments MODIFY Content LONGBLOB NULL DEFAULT NULL; which results in corrupted accents If I change back to LONGTEXT, it is OK. => What should I do ? Is is important that the type of this column is LONGBLOB in RT 3.8.0 and if yes, how do I convert from RT 3.2.1 without corrupting the accents ? Thanks and sorry to bring new issues. JM -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From Andreas.Sinn at cpb-software.com Tue Aug 12 03:34:27 2008 From: Andreas.Sinn at cpb-software.com (SINN Andreas) Date: Tue, 12 Aug 2008 09:34:27 +0200 Subject: [rt-users] rt 3.8.0 - RTFM In-Reply-To: References: Message-ID: <07FD4DCB6B2E194495066CA0A5CF117702094C0B@MXS1.cpbs.at> Hello everyone! I have the following question: I have installed rt 3.8.0 with rtfm. How can I give an user the rights for creating new topics? Thanks, Regards Andreas From jesse at bestpractical.com Tue Aug 12 06:08:45 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 12 Aug 2008 11:08:45 +0100 Subject: [rt-users] RFC: Splitting the signature off from the main text in replies/comment? In-Reply-To: <2d460de70808110726j3f5cd4fev26c6b99645072f0e@mail.gmail.com> References: <2d460de70808110726j3f5cd4fev26c6b99645072f0e@mail.gmail.com> Message-ID: <03C1E6A2-56D9-4080-9CC2-7B31933F965C@bestpractical.com> > Basically, I am proposing to create a second text area/a simple > selection > button that allows you to control when your signature and/or the > company's > signature is attached. I'm strongly disinclined from doing this in stock RT. The reply UI is missing many more important features and is already too complex. > Some reasons for this, certainly not including everything: > > *) Signatures on comments are useless and just take up screen real > estate That depends on your organization and how you use RT. But I could see "Do comments get signatures appended by default" as a reasonable config file option. > > *) Replying in-line is ackward as you can't simply mark all text > below the > point where you stop typing and delete all That actually argues for a more "outlook like" way to handle signatures. Appending them entirely after the fact. > *) Sometimes, you do not want to have a signature on replies > If I could decide when to attach a signature and when not would > solve these. I, personally, have never run into that issue. I've never even seen a mail client with that option. IIRC, this is the first time in over a decade of releasing RT that I've heard the feature request. Could you talk about some actual use cases where this is an issue? > > Also, I think comments should default to not having a signature at > all. I disagree, but I'm willing to have a configuration option. Jesse From v.wawryk at science-computing.de Tue Aug 12 08:11:06 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Tue, 12 Aug 2008 14:11:06 +0200 Subject: [rt-users] Updating CustomFieldValues Message-ID: <48A17DDA.8080202@science-computing.de> Hello, We are using RT 3.6.1 and we have different Queues with exactly the same CustomFields with exactly the same CustomFieldValues like Queue1: CustomField1: Platform CustomFieldValues1: Linux CustomFieldValues1: Windows Queue2: CustomField2: Platform CustomFieldValues2: Linux CustomFieldValues2: Windows This is because at RT 3.4 it was not possible to use on CustomField on more than one Queue. But since this is possible I want to use CustomField1 not only in Queue1 but also in Queue2. Therefore I thought I could update all old Tickets in Queue2 with the right CustomFields and CustomFieldValues. But I don't understand the database structure anymore. I cannot find any connections between the table "Tickets" and the right CustomFields or the right Values. In RT 3.4 there was a field in TicketCustomFieldValues called Ticket which was the right connection... but now? Is there maybe a chart with the complete database structure (EntityRelationshipModel), the fields and the connections so I could understand how the RT works? Thanks a lot in advance, Violetta -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Prof. Dr. Hanns Ruder Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 From richih.mailinglist at gmail.com Tue Aug 12 08:42:29 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 12 Aug 2008 14:42:29 +0200 Subject: [rt-users] RFC: Splitting the signature off from the main text in replies/comment? In-Reply-To: <03C1E6A2-56D9-4080-9CC2-7B31933F965C@bestpractical.com> References: <2d460de70808110726j3f5cd4fev26c6b99645072f0e@mail.gmail.com> <03C1E6A2-56D9-4080-9CC2-7B31933F965C@bestpractical.com> Message-ID: <2d460de70808120542g4ae24736i619e2572c0bac286@mail.gmail.com> On Tue, Aug 12, 2008 at 12:08, Jesse Vincent wrote: >> *) Signatures on comments are useless and just take up screen real estate > > That depends on your organization and how you use RT. But I could see "Do > comments get signatures appended by default" as a reasonable config file > option. That is the idea I started from & would be most important, to me. The other stuff was just fleshing out a 'what if'. >> *) Replying in-line is ackward as you can't simply mark all text below the >> point where you stop typing and delete all > > That actually argues for a more "outlook like" way to handle signatures. > Appending them entirely after the fact. No idea about Outlook, but appending at the very end is, for me, a Very Good Thing as it makes replying cleanly a lot easier. >> *) Sometimes, you do not want to have a signature on replies > IIRC, this is the first time in over a decade of releasing RT that I've > heard the feature request. Could you talk about some actual use cases where > this is an issue? Basically, when I know people well and don't want to mess up a perfectly fine email by all the usual corporate stuff at the end. Not too high priority, granted. Just a nice to have. To summarize, the only thing I would really want is an option to not attach anything on comments, the rest is optional/nice-to-have. Richard From benke at inqnet.at Tue Aug 12 09:10:17 2008 From: benke at inqnet.at (Christian Benke) Date: Tue, 12 Aug 2008 15:10:17 +0200 Subject: [rt-users] Howto send an enquiry to a third-party mailadress in a simple way Message-ID: <20080812151017.50abb3c1@plex> Hello! I want to do the following: Send a call back for a ticket to a third party without much fuss. The third party should be able to answer but not get the follow-ups of the ticket. Currently the only way i know is to go to "people"-section and add the third party as "requestor" or "Cc" and send the question afterwards. This way requires quite some clicking of course. I've tried to add a scrip to notify people i add in the Cc-inputfield in a comment but this doesn't work(No action is taken): "Send to CCs: On Comment Notify Ccs with template Correspondence" Obviously the Cc has to be added to the ticket in the first place to be recognized - which means the Cc-inputfield is actually useless? Do you have any suggestions if this could work and how? Thanks Christian From sturner at MIT.EDU Tue Aug 12 09:17:07 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 12 Aug 2008 09:17:07 -0400 Subject: [rt-users] RFC: Splitting the signature off from the main text in replies/comment? In-Reply-To: <03C1E6A2-56D9-4080-9CC2-7B31933F965C@bestpractical.com> References: <2d460de70808110726j3f5cd4fev26c6b99645072f0e@mail.gmail.com> <03C1E6A2-56D9-4080-9CC2-7B31933F965C@bestpractical.com> Message-ID: On Tue, 12 Aug 2008 06:08:45 -0400, Jesse Vincent wrote: > >> *) Sometimes, you do not want to have a signature on replies >> If I could decide when to attach a signature and when not would >> solve these. > > I, personally, have never run into that issue. I've never even seen a > mail client with that option. > IIRC, this is the first time in over a decade of releasing RT that > I've heard the feature request. Could you talk about some actual use > cases where this is an issue? > We've actually implemented this feature for our Help Desk. Phone calls are a frequent contact method, and our consultants summarize the conversations in ticket replies. Having been a part of the phone conversation, the customer doesn't necessarily need to receive an email copy of the reply, but we do want to allow them to see the reply in the ticket. So we provide the option of suppressing email for any particular reply, and also the option of inserting a signature. In fact, through a queue preference, the HD queues' defaults are not to send mail on replies, and not to include a signature. If consultants want to send a reply to a customer, they check a box, and optionally insert a signature. Making this possible is transaction-level squelching, a custom enhancement. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From falcone at bestpractical.com Tue Aug 12 09:40:03 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 12 Aug 2008 09:40:03 -0400 Subject: [rt-users] [Rt-devel] Discrepancy in header depending on how you create a ticket in 3.8.0 In-Reply-To: <2d460de70808120608i3e3d6d0fse628ad160f9c6247@mail.gmail.com> References: <2d460de70808120608i3e3d6d0fse628ad160f9c6247@mail.gmail.com> Message-ID: > When using the new quick creation widget, I get this: > > MIME-Version: 1.0 > X-Mailer: MIME-tools 5.427 (Entity 5.427) > Subject: test > From: 22 > Content-Type: text/plain > Content-Length: 0 > Having the same headers for both would be better, of course. Did you type anything in the Content box? If I type things in the Content box in the Quick Creation widget I get the extra headers defining the content. Seeing as there is Content-Length: 0 , I'm going to assume you only had a subject, thus our MIME building code didn't make any attachment for the body. > Additionally, please note the 'From: 22'. My user ID is 22, but a > plain > 22 in there is not really all that helpful ;) > > Am I too late for 3.8.1? This is a bug, unfortunately it was broken in 3.8.0 also. Since 3.8.1 is so close to shipping, this will be fixed in 3.8.2, you'll get mail about a ticket tracking it soon -kevin From richih.mailinglist at gmail.com Tue Aug 12 10:14:25 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 12 Aug 2008 16:14:25 +0200 Subject: [rt-users] [Rt-devel] Discrepancy in header depending on how you create a ticket in 3.8.0 In-Reply-To: References: <2d460de70808120608i3e3d6d0fse628ad160f9c6247@mail.gmail.com> Message-ID: <2d460de70808120714i4ce87b14g2bacc9c954d826e3@mail.gmail.com> On Tue, Aug 12, 2008 at 15:40, Kevin Falcone wrote: > Did you type anything in the Content box? > If I type things in the Content box in the Quick Creation widget I get > the extra headers defining the content. No, I didn't. I should have tested that case as well, sorry. > This is a bug, unfortunately it was broken in 3.8.0 also. > Since 3.8.1 is so close to shipping, this will be fixed in 3.8.2, > you'll get mail about a ticket tracking it soon Thanks! At some point in time, I will remember that the preferred method to submit those things is not on the list.. Richard From gary_pustizzi at tjx.com Tue Aug 12 13:23:12 2008 From: gary_pustizzi at tjx.com (gary_pustizzi at tjx.com) Date: Tue, 12 Aug 2008 13:23:12 -0400 Subject: [rt-users] rt 3.8.0 - RTFM In-Reply-To: <07FD4DCB6B2E194495066CA0A5CF117702094C0B@MXS1.cpbs.at> Message-ID: On the "home" page, click on RTFM -> Configuration -> Global -> User Rights rt-users-bounces at lists.bestpractical.com wrote on 08/12/2008 03:34:27: > Hello everyone! > > I have the following question: > > I have installed rt 3.8.0 with rtfm. How can I give an user the rights > for creating new topics? > > Thanks, > > Regards > Andreas > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From richih.mailinglist at gmail.com Tue Aug 12 14:19:17 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 12 Aug 2008 20:19:17 +0200 Subject: [rt-users] RFC: Add an option to bookmark tickets you create? Message-ID: <2d460de70808121119n6a545223j2e262de7a82a57bb@mail.gmail.com> Hi all, I have realized that I would love an option to bookmark all tickets I create [via the web interface]. Is this something others would find useful as well? Richard From richih.mailinglist at gmail.com Tue Aug 12 14:24:39 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 12 Aug 2008 20:24:39 +0200 Subject: [rt-users] RFC: Full ticket view when replying? Message-ID: <2d460de70808121124g5c2681dcsc84f14f6fe2f354d@mail.gmail.com> Hi all, yes, it's me again. How useful would others on the list find an option that would allow you to show the full ticket while replying to/commenting on it? Basically, there are two possibilities: 1) Add the ticket below the normal text box, sprip & recipient options 2) Put the text box in-line as, for example, GMail does I find myself opening the ticket in another tab to cross-reference very often so I'd like such a thing, no idea how that could tie into the way others work, though. Richard From jpierce at cambridgeenergyalliance.org Tue Aug 12 14:44:32 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 12 Aug 2008 14:44:32 -0400 Subject: [rt-users] RFC: Add an option to bookmark tickets you create? In-Reply-To: <2d460de70808121119n6a545223j2e262de7a82a57bb@mail.gmail.com> References: <2d460de70808121119n6a545223j2e262de7a82a57bb@mail.gmail.com> Message-ID: On Tue, Aug 12, 2008 at 14:19, Richard Hartmann < richih.mailinglist at gmail.com> wrote: > I have realized that I would love an option to bookmark all tickets I > create [via the web interface]. Is this something others would find > useful as well? > I'm not sure what purpose this would serve? Can't you search on creator and create a dashboard? -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From richih.mailinglist at gmail.com Tue Aug 12 15:07:25 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Tue, 12 Aug 2008 21:07:25 +0200 Subject: [rt-users] RFC: Add an option to bookmark tickets you create? In-Reply-To: References: <2d460de70808121119n6a545223j2e262de7a82a57bb@mail.gmail.com> Message-ID: <2d460de70808121207y78a79371oab179658cfb1ce56@mail.gmail.com> On Tue, Aug 12, 2008 at 20:44, Jerrad Pierce wrote: > I'm not sure what purpose this would serve? Can't you search on creator and > create a dashboard? Of course. But as I already rely on the bookmark dashboard quite heavily, this would make things easier, for me. Also, as I have all dashboards in full width, below each other, the extra border & decoration eats (relatively) lots of vertical screen real estate. Richard From wdennis at nec-labs.com Tue Aug 12 18:06:10 2008 From: wdennis at nec-labs.com (Will Dennis) Date: Tue, 12 Aug 2008 18:06:10 -0400 Subject: [rt-users] RT 3.6.5 - DBD::mysql::st error when trying to create a ticket Message-ID: <951A499AA688EF47A898B45F25BD8EE80408BF1B@mailer.nec-labs.com> Hi all, I'm having a problem with my new RT installation - when I try to enter a ticket thru the web interface, or by email, I get a DBD::mysql::st error as follows: The RT web interface reports: System error error: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71. context: ... 67: if ($self->{lock}) { 68: local $self->{dbh}->{RaiseError} = 1; 69: 70: my $sth = $self->{dbh}->prepare_cached(q{SELECT RELEASE_LOCK(?)}, {}, 1); 71: $sth->execute($self->{lockid}); 72: $sth->finish(); 73: 74: $self->{lock} = 0; 75: } ... code stack: /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71 /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:83 /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:89 /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm:1254 Syslog reports (this from a mail submission): Aug 12 15:09:46 test-rt RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) My environment is as follows: RT: 3.6.5 OS: CentOS release 5.2 (Final) DB: MySQL 5.0.45 (and from Admin/Tools/Configuration.html) Loaded perl modules Perl v5.8.8 under linux [...] DBD::mysql v3.0007; DBI v1.52; DBIx::SearchBuilder v1.53; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; [...] RT v3.6.5; RT::Interface::Email v2; The rest of the web interface seems to work fine; I can create queues, change perm's, etc. I just cannot seem to create a ticket. Any help gratefully appreciated... Thanks, Will -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Aug 12 18:57:47 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 13 Aug 2008 00:57:47 +0200 Subject: [rt-users] RFC: Full ticket view when replying? In-Reply-To: <2d460de70808121124g5c2681dcsc84f14f6fe2f354d@mail.gmail.com> References: <2d460de70808121124g5c2681dcsc84f14f6fe2f354d@mail.gmail.com> Message-ID: <605DBC8D-823A-4AE9-B9F5-C4DF80FFD307@bestpractical.com> On Aug 12, 2008, at 8:24 PM, Richard Hartmann wrote: > Hi all, > > yes, it's me again. How useful would others on the list find an option > that would allow you to show the full ticket while replying > to/commenting on it? RT-AjaxyReplyPage in bps svn may be what you want > > > Basically, there are two possibilities: > > 1) Add the ticket below the normal text box, sprip & recipient options > 2) Put the text box in-line as, for example, GMail does > > > I find myself opening the ticket in another tab to cross-reference > very > often so I'd like such a thing, no idea how that could tie into the > way > others work, though. > > > Richard > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From scott at lackluster.net Tue Aug 12 19:58:36 2008 From: scott at lackluster.net (scott smith) Date: Tue, 12 Aug 2008 16:58:36 -0700 Subject: [rt-users] WYSIWYG editor Message-ID: <48A223AC.2070601@lackluster.net> Is it possible to disable the WYSIWYG editor for everyone? I've grepped and googled, but haven't found anything that I can put in RT_SiteConfig.pm. -scott From sartak at bestpractical.com Tue Aug 12 20:08:46 2008 From: sartak at bestpractical.com (Shawn M Moore) Date: Tue, 12 Aug 2008 20:08:46 -0400 Subject: [rt-users] WYSIWYG editor In-Reply-To: <48A223AC.2070601@lackluster.net> References: <48A223AC.2070601@lackluster.net> Message-ID: <20080813000844.GH29848@bestpractical.com> On Tue, Aug 12, 2008 at 04:58:36PM -0700, scott smith wrote: > Is it possible to disable the WYSIWYG editor for everyone? I've grepped > and googled, but haven't found anything that I can put in RT_SiteConfig.pm. I'm pretty sure you want: Set($MessageBoxRichText, 0); > > -scott Shawn From scott at lackluster.net Tue Aug 12 20:13:14 2008 From: scott at lackluster.net (scott smith) Date: Tue, 12 Aug 2008 17:13:14 -0700 Subject: [rt-users] WYSIWYG editor In-Reply-To: <20080813000844.GH29848@bestpractical.com> References: <48A223AC.2070601@lackluster.net> <20080813000844.GH29848@bestpractical.com> Message-ID: <48A2271A.30401@lackluster.net> Shawn M Moore wrote: > I'm pretty sure you want: > > Set($MessageBoxRichText, 0); > Great, thanks! Not sure how I missed that one after spending ~5-10 minutes looking around /blush -scott From HelmuthRamirez at compupay.com Tue Aug 12 20:49:01 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Tue, 12 Aug 2008 20:49:01 -0400 Subject: [rt-users] Jim Meyer's LDAP Authentication user_local.pm ldap_overlay contribution in 3.8 References: <48A223AC.2070601@lackluster.net><20080813000844.GH29848@bestpractical.com> <48A2271A.30401@lackluster.net> Message-ID: <7314881427FC8A4081673E8CEEA7924905D9BCD2@EXMIAMI01.compupay.com> Hi everyone, we (me) are in the process of migrating our server to new hardware. I want to take advantage and upgrade to 3.8 (from 3.6). We currently use Jim Meyer's User_Local.pm, LDAP Overlay (not sure what its official name is). Anyway, I installed 3.8 on the new box, RT is up and running and imported my ldap users using the import script. I copied my ldap_overlay files and settings over to the new installation. I cannot get it to work though. I'm not sure if I'm doing something wrong, or if 3.8 handles this function differently and I should be using something else or modifying my existing settings. any input is appreciated. Cheers! Helmuth P.S. sorry about the long winded subject, I was hoping to make it easily searchable for future queries -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Wed Aug 13 04:17:20 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 13 Aug 2008 09:17:20 +0100 Subject: [rt-users] Jim Meyer's LDAP Authentication user_local.pm ldap_overlay contribution in 3.8 In-Reply-To: <7314881427FC8A4081673E8CEEA7924905D9BCD2@EXMIAMI01.compupay.com> References: <48A223AC.2070601@lackluster.net><20080813000844.GH29848@bestpractical.com> <48A2271A.30401@lackluster.net> <7314881427FC8A4081673E8CEEA7924905D9BCD2@EXMIAMI01.compupay.com> Message-ID: <48A29890.3070105@jennic.com> Helmuth Ramirez wrote: > Hi everyone, we (me) are in the process of migrating our server to new > hardware. I want to take advantage and upgrade to 3.8 (from 3.6). We > currently use Jim Meyer's User_Local.pm, LDAP Overlay (not sure what its > official name is). Anyway, I installed 3.8 on the new box, RT is up and > running and imported my ldap users using the import script. I copied my > ldap_overlay files and settings over to the new installation. I cannot > get it to work though. I'm not sure if I'm doing something wrong, or if > 3.8 handles this function differently and I should be using something > else or modifying my existing settings. > > any input is appreciated. As yet there is no proper solution. Jim Meyer's solution has been deprecated by my ExternalAuth extension, however I am so desperately overloaded at work at the moment I haven't had time to make it compatible with 3.8 (I am the sole member of IT for a silicon-design company of over 100 staff). If it helps, this is what Espen Wiborg had to say about it when trying to get ExternalAuth fully functional in 3.8: ******************************************************************************** Autocreation works if you copy local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth to local/html/Callbacks/ExternalAuth/autohandler/Auth and apply the following patch to User_Vendor.pm: --- local/lib/RT/User_Vendor.pm~ 2008-04-09 10:40:44.000000000 +0200 +++ ./local/lib/RT/User_Vendor.pm 2008-08-04 17:46:32.000000000 +0200 @@ -348,7 +348,7 @@ return (undef); } - if ( $self->PrincipalObj->Disabled ) { + if ( $self->PrincipalObj and $self->PrincipalObj->Disabled ) { $RT::Logger->info("Disabled user " . $self->Name . " tried to log in" ); return (undef); At least I got it to work, and I think those were the only two changes I made. ******************************************************************************** -- 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 rl at greentube.com Wed Aug 13 04:59:34 2008 From: rl at greentube.com (Raphael) Date: Wed, 13 Aug 2008 10:59:34 +0200 Subject: [rt-users] canned replies Message-ID: <48A2A276.3070405@greentube.com> hi, i tried to get canned replies working in rt version 3.8 but no chance. i followed the instructions on this site: http://wiki.bestpractical.com/view/CannedReplies any tips for me? thx, raphael From richih.mailinglist at gmail.com Wed Aug 13 05:37:23 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Wed, 13 Aug 2008 11:37:23 +0200 Subject: [rt-users] RFC: Full ticket view when replying? In-Reply-To: <605DBC8D-823A-4AE9-B9F5-C4DF80FFD307@bestpractical.com> References: <2d460de70808121124g5c2681dcsc84f14f6fe2f354d@mail.gmail.com> <605DBC8D-823A-4AE9-B9F5-C4DF80FFD307@bestpractical.com> Message-ID: <2d460de70808130237s6628e4cl5b16455bf20ed59b@mail.gmail.com> On Wed, Aug 13, 2008 at 00:57, Jesse Vincent wrote: > RT-AjaxyReplyPage in bps svn may be what you want Will look at it, thanks. Richard From HelmuthRamirez at compupay.com Wed Aug 13 13:18:23 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 13 Aug 2008 13:18:23 -0400 Subject: [rt-users] Jim Meyer's LDAP Authentication user_local.pm ldap_overlay contribution in 3.8 In-Reply-To: <48A29890.3070105@jennic.com> References: <48A223AC.2070601@lackluster.net><20080813000844.GH29848@bestpractical.com> <48A2271A.30401@lackluster.net> <7314881427FC8A4081673E8CEEA7924905D9BCD2@EXMIAMI01.compupay.com> <48A29890.3070105@jennic.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D124@EXMIAMI01.compupay.com> -----Original Message----- From: Mike Peachey [mailto:mike.peachey at jennic.com] Sent: Wednesday, August 13, 2008 4:17 AM To: Helmuth Ramirez Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Jim Meyer's LDAP Authentication user_local.pm ldap_overlay contribution in 3.8 Helmuth Ramirez wrote: > Hi everyone, we (me) are in the process of migrating our server to new > hardware. I want to take advantage and upgrade to 3.8 (from 3.6). We > currently use Jim Meyer's User_Local.pm, LDAP Overlay (not sure what its > official name is). Anyway, I installed 3.8 on the new box, RT is up and > running and imported my ldap users using the import script. I copied my > ldap_overlay files and settings over to the new installation. I cannot > get it to work though. I'm not sure if I'm doing something wrong, or if > 3.8 handles this function differently and I should be using something > else or modifying my existing settings. > > any input is appreciated. As yet there is no proper solution. Jim Meyer's solution has been deprecated by my ExternalAuth extension, however I am so desperately overloaded at work at the moment I haven't had time to make it compatible with 3.8 (I am the sole member of IT for a silicon-design company of over 100 staff). If it helps, this is what Espen Wiborg had to say about it when trying to get ExternalAuth fully functional in 3.8: ************************************************************************ ******** Autocreation works if you copy local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohan dler/Auth to local/html/Callbacks/ExternalAuth/autohandler/Auth and apply the following patch to User_Vendor.pm: --- local/lib/RT/User_Vendor.pm~ 2008-04-09 10:40:44.000000000 +0200 +++ ./local/lib/RT/User_Vendor.pm 2008-08-04 17:46:32.000000000 +0200 @@ -348,7 +348,7 @@ return (undef); } - if ( $self->PrincipalObj->Disabled ) { + if ( $self->PrincipalObj and $self->PrincipalObj->Disabled ) { $RT::Logger->info("Disabled user " . $self->Name . " tried to log in" ); return (undef); At least I got it to work, and I think those were the only two changes I made. ************************************************************************ ******** -- 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 __________________________________________________ Thanks Mike, I managed to get the ExternalAuth working :) using the wiki and some archives from the list. Surprisingly I didn't have to perform the step above. Here is what I did for anyone else who has trouble with LDAP on 3.8 Installed External Auth via CPAN per wiki http://wiki.bestpractical.com/view/ExternalAuth Had to perform a "force" install since it said it couldn't find RT (even though I had it:) Per thread http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap% 203.8;#77139 Installed perl-LDAP rpm and inserted the following line into my RT_SiteConfig.pm require "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm"; Note: there is a typo in the thread, it is missing the second hyphen in the "RT-Authen-ExternalAuth" line. Per thread http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg12519.ht ml Removed (deleted the lines) extraneous "my_mysql" references and only left "my_ldap". Removed extraneous group information referencing "group_attr" and "group_name" Don't forget to put in the right "d_filter" for terminated employees (mentioned in above thread). Restarted Apache and I was able to login! Thank you very much! Now if I can only get that pesky db migrated over...different thread. :) Cheers! From kae at midnighthax.com Wed Aug 13 13:20:57 2008 From: kae at midnighthax.com (Keith Edmunds) Date: Wed, 13 Aug 2008 18:20:57 +0100 Subject: [rt-users] API from Python? Message-ID: <20080813182057.4a34cfd1@ws.in.tiger-computing.com> Hi all We're doing some experimentation around plugging RT into a "dashboard" type application that pulls other (internal) application data together. Problem is, our preferred scripting language is Python. We have enough Perl knowledge to survive, but no in-depth competence. Is there a viable way of calling the RT API from Python? Or is this simply not going to happen? Any ideas, war stories, etc, welcome. Thanks, Keith From jpierce at cambridgeenergyalliance.org Wed Aug 13 14:20:38 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 13 Aug 2008 14:20:38 -0400 Subject: [rt-users] API from Python? In-Reply-To: <20080813182057.4a34cfd1@ws.in.tiger-computing.com> References: <20080813182057.4a34cfd1@ws.in.tiger-computing.com> Message-ID: Use the REST interface? -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Wed Aug 13 14:54:59 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 13 Aug 2008 14:54:59 -0400 Subject: [rt-users] API from Python? In-Reply-To: <20080813194708.44e5f48a@ws.in.tiger-computing.com> References: <20080813182057.4a34cfd1@ws.in.tiger-computing.com> <20080813194708.44e5f48a@ws.in.tiger-computing.com> Message-ID: >Thanks, but I'm thinking of also how to get information out of RT. I could >use the command line interface and parse the output, but I was wondering >if there was a way of using the API from Python. Umm, REST allows you to get stuff too. See the perl client library for hints http://search.cpan.org/~dams/RT-Client-REST-0.36/lib/RT/Client/REST.pm -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexchorny at gmail.com Wed Aug 13 15:13:13 2008 From: alexchorny at gmail.com (Alexandr Ciornii) Date: Wed, 13 Aug 2008 22:13:13 +0300 Subject: [rt-users] API from Python? In-Reply-To: <20080813182057.4a34cfd1@ws.in.tiger-computing.com> References: <20080813182057.4a34cfd1@ws.in.tiger-computing.com> Message-ID: <2f1541220808131213v393ed67ala78b5784e4aab2d8@mail.gmail.com> Hello. There are 2 modules on CPAN: pyperl to use Perl from Python and Inline::Python to use Python from Perl. I don't know if they are still working. 2008/8/13 Keith Edmunds : > Hi all > > We're doing some experimentation around plugging RT into a "dashboard" > type application that pulls other (internal) application data together. > Problem is, our preferred scripting language is Python. We have enough > Perl knowledge to survive, but no in-depth competence. > > Is there a viable way of calling the RT API from Python? Or is this simply > not going to happen? Any ideas, war stories, etc, welcome. -- Alexandr Ciornii, http://chorny.net From sartak at bestpractical.com Wed Aug 13 16:08:24 2008 From: sartak at bestpractical.com (Shawn M Moore) Date: Wed, 13 Aug 2008 16:08:24 -0400 Subject: [rt-users] API from Python? In-Reply-To: References: <20080813182057.4a34cfd1@ws.in.tiger-computing.com> <20080813194708.44e5f48a@ws.in.tiger-computing.com> Message-ID: <20080813200818.GI29848@bestpractical.com> On Wed, Aug 13, 2008 at 02:54:59PM -0400, Jerrad Pierce wrote: > >Thanks, but I'm thinking of also how to get information out of RT. I could > >use the command line interface and parse the output, but I was wondering > >if there was a way of using the API from Python. > Umm, REST allows you to get stuff too. See the perl client library for hints > http://search.cpan.org/~dams/RT-Client-REST-0.36/lib/RT/Client/REST.pm The command-line interface actually uses the REST interface for getting data into and out of RT. :) > > -- > Cambridge Energy Alliance: Save money & the planet > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jpierce at cambridgeenergyalliance.org Wed Aug 13 18:23:31 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 13 Aug 2008 18:23:31 -0400 Subject: [rt-users] iCal in 3.8 Message-ID: 3.8 seems to have pulled in the functionality from RTx::Calendar, and provides iCal feeds for tickets, but I can't figure out how to get the a feed for reminders (which must have dates, unlike tickets). Is this not implemented, or am I missing something? -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From grahamb at sfu.ca Wed Aug 13 21:32:42 2008 From: grahamb at sfu.ca (Graham Ballantyne) Date: Wed, 13 Aug 2008 18:32:42 -0700 Subject: [rt-users] Changes to Saved Searches don't stick (RT 3.6.3 --> 3.8.1rc*) Message-ID: <22C52A60-BAAF-4BE3-8388-0AD5164FCBF5@sfu.ca> Hi everyone, I'm attempting to move a RT 3.6.3 install over to 3.8.1rc4. I'm having difficulties with saved searches. My 3.6.3 server exists at hostname/ rt and the saved searches (e.g. All New & Open Tickets) have /rt/ hardcoded into the search (e.g. if I click Edit > Advanced, the second textfield has /rt/ hardcoded into the code that generates the html links). My 3.8.1 server is going to be at a new hostname and located at the root. I have tried editing the searches (in 3.8.1rc4) to replace /rt/ with __WebPath__/ , as suggested by jibsheet in IRC. Here are the steps I'm taking: - Log into RT as the root user. - From the home screen, click Edit for All New & Open Tickets) - Click SavedSearch (in "You can also edit the predefined search itself: SavedSearch") - Click Advanced - in the lower textfield, change /rt/ to __WebPath__/ (screenshot: http://skitch.com/grahamb/ujri/edit-query) - click Apply - click Update - click Update format and Search RT performs the search and the links are correct; they point to http://hostname:8081/Ticket/Display.html?Action=Take&id=11094 However... when I go back to the home screen, the links in New & Open Tickets still refer to http:/hostname:8081/rt/Ticket/Display.html?Action=Take&id=10857 <--- note the /rt/ is still there To compound matters, I logged in as my regular user, which has a user- saved search in addition to the system-saved All New & Open on the dashboard. I was able to update the user-saved search with __WebPath__/ and the changes are reflected on the home page. So, why aren't the changes being reflected for the system-saved searches? I have: - cleared the browser cache & cookies - cleared the mason cache and restarted apache There's nothing in the RT or apache logs to indicate any problem and everything else seems to be OK. Is it possible to change these saved searches directly in the database? Thanks, Graham. ------------- Specs (for both the existing 3.6.3 and 3.8.1 installs; they're on the same machine in different Solaris zones and different apache instances): Solaris 10 (SPARC) Apache 2.0.55 w/ FastCGI Perl 5.8.8 mysql 5.0.41 My upgrade path: - Stop the 3.6.3 install - Dump the database - Install 3.8.1rc4 into a new directory - Set up RT_SiteConfig.pm - Import the database - Upgrade the database with rt-setup-database --action upgrade The above steps all complete successfully. -- Graham Ballantyne grahamb at sfu.ca Institutional, Collaborative & Academic Technologies IT Services Simon Fraser University Burnaby, BC V5A 1S6 p: 778-782-2014 www.sfu.ca/icat From grahamb at sfu.ca Wed Aug 13 20:16:44 2008 From: grahamb at sfu.ca (Graham Ballantyne) Date: Wed, 13 Aug 2008 17:16:44 -0700 Subject: [rt-users] Changes to Saved Searches don't stick (RT 3.6.3 --> 3.8.1rc*) Message-ID: Hi everyone, I'm attempting to move a RT 3.6.3 install over to 3.8.1rc4. I'm having difficulties with saved searches. My 3.6.3 server exists at hostname/ rt and the saved searches (e.g. All New & Open Tickets) have /rt/ hardcoded into the search (e.g. if I click Edit > Advanced, the second textfield has /rt/ hardcoded into the code that generates the html links). My 3.8.1 server is going to be at a new hostname and located at the root. I have tried editing the searches (in 3.8.1rc4) to replace /rt/ with __WebPath__/ , as suggested by jibsheet in IRC. Here are the steps I'm taking: - Log into RT as the root user. - From the home screen, click Edit for All New & Open Tickets) - Click SavedSearch (in "You can also edit the predefined search itself: SavedSearch") - Click Advanced - in the lower textfield, change /rt/ to __WebPath__/ (screenshot: http://skitch.com/grahamb/ujri/edit-query) - click Apply - click Update - click Update format and Search RT performs the search and the links are correct; they point to http://hostname:8081/Ticket/Display.html?Action=Take&id=11094 However... when I go back to the home screen, the links in New & Open Tickets still refer to http:/hostname:8081/rt/Ticket/Display.html?Action=Take&id=10857 <--- note the /rt/ is still there To compound matters, I logged in as my regular user, which has a user- saved search in addition to the system-saved All New & Open on the dashboard. I was able to update the user-saved search with __WebPath__/ and the changes are reflected on the home page. So, why aren't the changes being reflected for the system-saved searches? I have: - cleared the browser cache & cookies - cleared the mason cache and restarted apache There's nothing in the RT or apache logs to indicate any problem and everything else seems to be OK. Is it possible to change these saved searches directly in the database? Thanks, Graham. ------------- Specs (for both the existing 3.6.3 and 3.8.1 installs; they're on the same machine in different Solaris zones and different apache instances): Solaris 10 (SPARC) Apache 2.0.55 w/ FastCGI Perl 5.8.8 mysql 5.0.41 My upgrade path: - Stop the 3.6.3 install - Dump the database - Install 3.8.1rc4 into a new directory - Set up RT_SiteConfig.pm - Import the database - Upgrade the database with rt-setup-database --action upgrade The above steps all complete successfully. -- Graham Ballantyne grahamb at sfu.ca Institutional, Collaborative & Academic Technologies IT Services Simon Fraser University Burnaby, BC V5A 1S6 p: 778-782-2014 www.sfu.ca/icat From jesse at bestpractical.com Thu Aug 14 01:01:40 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 14 Aug 2008 07:01:40 +0200 Subject: [rt-users] iCal in 3.8 In-Reply-To: References: Message-ID: On Aug 14, 2008, at 12:23 AM, Jerrad Pierce wrote: > 3.8 seems to have pulled in the functionality from RTx::Calendar, > and provides iCal feeds for tickets, > but I can't figure out how to get the a feed for reminders (which > must have dates, unlike tickets). > Is this not implemented, or am I missing something? I don't believe it's ever been implemented. A patch would be lovely > > > -- > Cambridge Energy Alliance: Save money & the planet > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From baarmanj at iki.fi Thu Aug 14 06:17:36 2008 From: baarmanj at iki.fi (johan baarman) Date: Thu, 14 Aug 2008 13:17:36 +0300 Subject: [rt-users] Rt3.8 package for debian Message-ID: Hi, I'm about to try out the new rt3.8 on debian etch and saw that Emmanuel Lacour already built a package for it. Can I install rt3.8 directly by that package or is it only for the dependencies? On 1 Aug 2008, at 8:52 am, Emmanuel Lacour wrote: > > As I already said here, I made needed packages for etch here: > > http://rt.easter-eggs.org/debian/ > > this can help you ;) > > _ Br, Johan From jpierce at cambridgeenergyalliance.org Thu Aug 14 10:26:20 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 14 Aug 2008 10:26:20 -0400 Subject: [rt-users] iCal in 3.8 In-Reply-To: References: Message-ID: On Thu, Aug 14, 2008 at 01:01, Jesse Vincent wrote: > > On Aug 14, 2008, at 12:23 AM, Jerrad Pierce wrote: > > 3.8 seems to have pulled in the functionality from RTx::Calendar, and >> provides iCal feeds for tickets, >> but I can't figure out how to get the a feed for reminders (which must >> have dates, unlike tickets). >> Is this not implemented, or am I missing something? >> > > I don't believe it's ever been implemented. A patch would be lovely > RTx's POD and source seem indicate it included reminders... I may try to patch, but from what I've seen the RT internals are a little hard to get one's head around; having to constrantly restart apache to flush the cache doesn't help either. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Aug 14 10:35:21 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 14 Aug 2008 16:35:21 +0200 Subject: [rt-users] iCal in 3.8 In-Reply-To: References: Message-ID: <1722BD6F-D2DA-40AD-A948-7089BA372EA9@bestpractical.com> > around; having to constrantly restart apache to flush the cache > doesn't help either. Look at the $DevelMode configuration variable. It might make you happy. > -- > Cambridge Energy Alliance: Save money & the planet From falcone at bestpractical.com Thu Aug 14 11:12:03 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 14 Aug 2008 11:12:03 -0400 Subject: [rt-users] iCal in 3.8 In-Reply-To: References: Message-ID: <95292CF9-4D4C-474B-B66C-5BDA2CD2F6DD@bestpractical.com> On Aug 14, 2008, at 10:26 AM, Jerrad Pierce wrote: > On Thu, Aug 14, 2008 at 01:01, Jesse Vincent > wrote: > > On Aug 14, 2008, at 12:23 AM, Jerrad Pierce wrote: > >> 3.8 seems to have pulled in the functionality from RTx::Calendar, >> and provides iCal feeds for tickets, >> but I can't figure out how to get the a feed for reminders (which >> must have dates, unlike tickets). >> Is this not implemented, or am I missing something? >> >> I don't believe it's ever been implemented. A patch would be lovely > RTx's POD and source seem indicate it included reminders... The module which was folded into 3.8 is actually RT-Extension-iCal You can find it in http://code.bestpractical.com/bps-public/RT-Extension-iCal Please note the code was changed to make it work in 3.8 and there have been significant changes between 3.8.0 and 3.8.1rc4 in the iCal code -kevin From scott at lackluster.net Thu Aug 14 12:47:55 2008 From: scott at lackluster.net (scott smith) Date: Thu, 14 Aug 2008 09:47:55 -0700 Subject: [rt-users] Queue renaming problem Message-ID: <48A461BB.4080601@lackluster.net> Hi, I created a queue and later renamed it before any tickets were created in it. Now when any tickets *are* created in it, the old queue name is displayed in the edit page. Displaying the ticket shows the correct queue name. Searches display the correct queue name. It seems to be only the edit page that has this problem. Is this a known problem? I've attached a screenshot of the search results displaying the correct queue name, and the edit page displaying the incorrect (old) queue name. Thanks -scott -------------- next part -------------- A non-text attachment was scrubbed... Name: searchresults.png Type: image/png Size: 2753 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: editbasics.png Type: image/png Size: 8199 bytes Desc: not available URL: From jpierce at cambridgeenergyalliance.org Thu Aug 14 12:53:03 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 14 Aug 2008 12:53:03 -0400 Subject: [rt-users] iCal in 3.8 In-Reply-To: <1722BD6F-D2DA-40AD-A948-7089BA372EA9@bestpractical.com> References: <1722BD6F-D2DA-40AD-A948-7089BA372EA9@bestpractical.com> Message-ID: On Thu, Aug 14, 2008 at 10:35, Jesse Vincent wrote: > around; having to constrantly restart apache to flush the cache doesn't >> help either. >> > > Look at the $DevelMode configuration variable. It might make you happy. Okay, but is there any documentation on developing plugins? RTx::Calendar doesn't work out of the box on 3.8, presumably because it adds nothing to @Plugins... but doing so fails because the file layout does not match what RT expects.* However I have no real idea what expects as I cannot find any fully documented plugins and the only promising thread here is years old and points at non-existent wiki pages... * Adding 'RTx-Calendar' to @Plugins gets me the following message, which I don't think should happen: [Thu Aug 14 12:29:51 2008] [error] Can't call method "crit" on an undefined value at /opt/rt3/bin/../lib/RT.pm line 579.\nCompilation failed in require at (eval 2) line 1.\n -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at vialtus.com Thu Aug 14 13:19:51 2008 From: rfh at vialtus.com (Roy El-Hames) Date: Thu, 14 Aug 2008 18:19:51 +0100 Subject: [rt-users] Queue renaming problem In-Reply-To: <48A461BB.4080601@lackluster.net> References: <48A461BB.4080601@lackluster.net> Message-ID: <48A46937.60806@vialtus.com> Scott; Try logout then back in it may solve your problem, the queue list for SelectQueue is cached in session. Roy scott smith wrote: > Hi, I created a queue and later renamed it before any tickets were > created in it. Now when any tickets *are* created in it, the old queue > name is displayed in the edit page. Displaying the ticket shows the > correct queue name. Searches display the correct queue name. It seems > to be only the edit page that has this problem. > > Is this a known problem? > > I've attached a screenshot of the search results displaying the > correct queue name, and the edit page displaying the incorrect (old) > queue name. > > Thanks > > -scott > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From HelmuthRamirez at compupay.com Thu Aug 14 13:33:43 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 14 Aug 2008 13:33:43 -0400 Subject: [rt-users] RT 3.8 New Installation, migrating existing 3.6 database In-Reply-To: <48A46937.60806@vialtus.com> References: <48A461BB.4080601@lackluster.net> <48A46937.60806@vialtus.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D13B@EXMIAMI01.compupay.com> Hi everyone, I just installed a fresh copy of 3.8 (new server). It is up and running. I want to use the data in my existing 3.6.3 db on it. I dumped and copied my db over to the new server, I restored it. Good so far. I now want to update it to make sure its 3.8 friendly (though I can log in and view my old tickets on it now). I was looking through the upgrade docs and archives put I can't seem to get the upgrade working properly. When I try this: rt-setup-database --dba root --prompt-for-dba-password --action upgrade I get this: 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: Working with: Type: mysql Host: localhost Name: rt3 User: rt_user DBA: root Couldn't finish 'upgrade' step. ERROR: Couldn't read dir './etc/upgrade' with upgrade data I'm sure its something small I'm overlooking (I hope). Any advice would be great. Cheers! From KFCrocker at lbl.gov Thu Aug 14 13:38:43 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 14 Aug 2008 10:38:43 -0700 Subject: [rt-users] Queue renaming problem In-Reply-To: <48A461BB.4080601@lackluster.net> References: <48A461BB.4080601@lackluster.net> Message-ID: <48A46DA3.2020203@lbl.gov> Scott, Queues are keyed by ID number, not name. The name field is merely a reference or related field. When a ticket points to a queue, it points to the id number and in your instance, that never changed. Searches, however, may have the selection criteria referring to a name and in that instance, the search needs to be changed.. It is probably your cache that needs to be refreshed. Hope this helps. Kenn LBNL On 8/14/2008 9:47 AM, scott smith wrote: > Hi, I created a queue and later renamed it before any tickets were > created in it. Now when any tickets *are* created in it, the old queue > name is displayed in the edit page. Displaying the ticket shows the > correct queue name. Searches display the correct queue name. It seems to > be only the edit page that has this problem. > > Is this a known problem? > > I've attached a screenshot of the search results displaying the correct > queue name, and the edit page displaying the incorrect (old) queue name. > > Thanks > > -scott > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From curtisb at vianet.ca Thu Aug 14 13:46:17 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Thu, 14 Aug 2008 13:46:17 -0400 Subject: [rt-users] Missing directory in configuration link. Message-ID: <48A46F69.1010702@vianet.ca> The links in the content area are missing /CustomFields when you navigate from the top menu in Configuration > Global > Custom Fields. The top menu final link is ok just the ones in the content area. MENU: /Admin/Global/CustomFields/Users.html CONTENT: /Admin/Global/Users.html This appears to be a session variable issue, it only happens when you navigate through the top menu and try to click one of the final links (users, groups, queues, tickets, ticket transactions) in the main window. If you navigate through the main window it appears to be ok. I believe I have posted something similar this before but it appears to only happen in the situation described above, perhaps as a result of the fix (which was top menu links not working). From falcone at bestpractical.com Thu Aug 14 13:54:13 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 14 Aug 2008 13:54:13 -0400 Subject: [rt-users] Missing directory in configuration link. In-Reply-To: <48A46F69.1010702@vianet.ca> References: <48A46F69.1010702@vianet.ca> Message-ID: On Aug 14, 2008, at 1:46 PM, Curtis Bruneau wrote: > The links in the content area are missing /CustomFields when you > navigate from the top menu in Configuration > Global > Custom Fields. > The top menu final link is ok just the ones in the content area. > > MENU: /Admin/Global/CustomFields/Users.html > CONTENT: /Admin/Global/Users.html You don't say what version of RT you're running, but I'm not able to replicate this on rt3.fsck.com which is 3.8.1rc4 -kevin > > > This appears to be a session variable issue, it only happens when you > navigate through the top menu and try to click one of the final links > (users, groups, queues, tickets, ticket transactions) in the main > window. If you navigate through the main window it appears to be ok. > > I believe I have posted something similar this before but it appears > to > only happen in the situation described above, perhaps as a result of > the > fix (which was top menu links not working). > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From curtisb at vianet.ca Thu Aug 14 14:24:29 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Thu, 14 Aug 2008 14:24:29 -0400 Subject: [rt-users] Missing directory in configuration link. In-Reply-To: References: <48A46F69.1010702@vianet.ca> Message-ID: <48A4785D.1060500@vianet.ca> Kevin Falcone wrote: > On Aug 14, 2008, at 1:46 PM, Curtis Bruneau wrote: > > >> The links in the content area are missing /CustomFields when you >> navigate from the top menu in Configuration > Global > Custom Fields. >> The top menu final link is ok just the ones in the content area. >> >> MENU: /Admin/Global/CustomFields/Users.html >> CONTENT: /Admin/Global/Users.html >> > > You don't say what version of RT you're running, but I'm not able > to replicate this on rt3.fsck.com which is 3.8.1rc4 > > -kevin > > >> This appears to be a session variable issue, it only happens when you >> navigate through the top menu and try to click one of the final links >> (users, groups, queues, tickets, ticket transactions) in the main >> window. If you navigate through the main window it appears to be ok. >> >> I believe I have posted something similar this before but it appears >> to >> only happen in the situation described above, perhaps as a result of >> the >> fix (which was top menu links not working). >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> Oops sorry, rt 3.8.1rc4/fastcgi Client: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.8.1.16) Gecko/20080702 Iceweasel/2.0.0.16 (Debian-2.0.0.16-0etch1). The links do work unless you navigate a certain way, It could only be my instance but when I click Configuration on the left then Global on top then Custom Fields on top, the links on top are ok but the ones below are missing that one directory. Curtis From eichin at metacarta.com Thu Aug 14 14:05:04 2008 From: eichin at metacarta.com (Mark Eichin) Date: Thu, 14 Aug 2008 14:05:04 -0400 Subject: [rt-users] API from Python? Message-ID: Yes, one can (and should :-) use the REST interface from python. It takes a fair bit of hacking around, and reading bin/rt.in and html/REST/1.0/dhandler (which do a lot of things implicitly, making them poor-to-wretched as "documentation" :-) Hopefully this will save you some reverse engineering and let you get some simple tools off the ground. I use pycurl, mostly because our RT instance uses kerberos auth, and pycurl actually handles that (otherwise I tend to prefer pure-python approaches.) Note also that all of this is based on 3.6.1, which is I think the first release where the REST interface worked *at all* with Custom Fields; I seem to recall the later 3.6's didn't improve on this, but 3.8.0 might (before you harp on how old that makes 3.6, recall that there *wasn't* a 3.7...) Searching is about as much of a pain as it is with searchbuilder; at least in 3.6.1 (which we're still running), it fails in much the same ways as well (I just discovered that we have a custom field with a value of "Won't fix" and the REST interface can't match it - but neither can the web interface :-} A simple search is just a matter of doing a GET on: > query = urllib.quote(rawquery) > query_url = RT_RESTBASE + "/search/ticket?" + ("format=%s" % format) + ("&query=%s" % query) format is "l" or "s" (depending on the output you want.) RT_RESTBASE is "your-site/rt/REST/1.0". This particular code is in a tool called "rt_list_mine", so: > rawquery = "owner='%s at metacarta.com'" % os.getenv("USER") (if you aren't us, you need to change that, of course :-) If I've given the optional --status argument, > rawquery = rawquery + "AND 'CF.{Ticket Status}'='" + status + "'" Note that that's a CF ("custom field") - you can get sample syntax for these strings by building a search in the webui and looking at the SQL box (or just going to "Advanced" and cut&pasting it from there.) The important thing is that this goes through the urllib.quote above. Just this past week I took another shot at this, which is why it's fresh in mind: actually *updating* a ticket from python code is an entirely different thing. First step is to clear your mind of the idea that the ticket is a REST object. It's simply a url with an edit method that lets you stuff a text representation of your fields into the ticket. This is what the CLI does - as far as I can tell (since it doesn't actually *work* with kerberos) it fetches the fields of the ticket, lets you edit them, then posts them back to cause an update. (At least as of 3.6.1, I don't see how this works, because with the fields I'm using, it *appends* the posted data...) Anyway, we have a simple svn-linkage where we have a custom field which has a renderer that posts off to another service and gets back a given revisions changed-files, log message, and link to svnweb. In order to update that from the command line, I use this code: > def update_ticket(ticket, revision): > """add a revision to a ticket""" > assert ticket, "please supply a ticket number" > assert revision, "please supply a revision" > # we don't actually need to *edit* the ticket like bin/rt does... > content = { > "id": "ticket/%s" % ticket, > "CF-Revisions": "r%s" % revision, > } > postcontent = "\n".join(["%s: %s" % (k, v) for k, v in content.items()]) + "\n" > status, res = basepost(make_rest_url("edit"), [("content", postcontent)]) > print status, res > if status != 200: > return res basepost just posts to the url; it's using "c.setopt(c.HTTPPOST, postdata)" underneath, which is a relatively new pycurl feature, thus the list-of-fields structure of the argument (saves dealing with mime encoding altogether.) make_rest_url just adds the given string to RT_RESTBASE above, so that's posting to /rt/REST/1.0/edit. (In theory, you can encode the ticket in the URL; in practice, using the id field in the content made more sense.) To get an idea what the fields are actually called (which isn't the same as what they're displayed as in the UI), you can fetch a sample ticket using the REST show interface (instead of the search interface above) with a similar POST: > basepost(RT_RESTBASE + "/ticket/show", [("id", "17747")]) In *theory* the output you get back could *all* be posted up using the technique used in update_ticket. In practice, you'll get failures like * a field named "CF-Release notes?" will give you a Syntax Error * you'll get complaints about "LastUpdated: Immutable field" which you can ignore, since they don't prevent the update from going through :-) * there's some confusion about updating list fields; they'll come back from a /ticket/show as having just commas in them, but that will go away if you do any update through the web UI. Hope this saves you some reverse engineering :-) I'd like to see a more solid REST interface - ok, what I really want is an emacs mode, like I had for PRMS/GNATS! - but my renewed patience for the perl expired about halfway through implementing update_ticket above :-) _Mark_ From jjeppson at mosscodilis.com Thu Aug 14 14:17:12 2008 From: jjeppson at mosscodilis.com (Jonathan Jeppson) Date: Thu, 14 Aug 2008 12:17:12 -0600 Subject: [rt-users] Error uploading pdf/doc/xls Message-ID: <48A42248.7AD9.0025.0@mosscodilis.com> Hi all, I was hoping someone could point me in a direction for figuring out this error: Can't locate object method "binmode" via package "IO::File" at /usr/lib/perl5/site_perl/5.8.5/MIME/Body.pm line 437. This occurs when trying to add a doc/pdf/xls/etc. to a ticket. Plain text works fine. We were previously able to upload pdfs without issue, this has suddenly popped up. Has anyone seen this or know a fix? Thanks! From scott at lackluster.net Thu Aug 14 14:48:16 2008 From: scott at lackluster.net (scott smith) Date: Thu, 14 Aug 2008 11:48:16 -0700 Subject: [rt-users] Queue renaming problem In-Reply-To: <48A46DA3.2020203@lbl.gov> References: <48A461BB.4080601@lackluster.net> <48A46DA3.2020203@lbl.gov> Message-ID: <48A47DF0.6070004@lackluster.net> Kenneth Crocker wrote: > Scott, > > > Queues are keyed by ID number, not name. The name field is merely a > reference or related field. When a ticket points to a queue, it points > to the id number and in your instance, that never changed. Searches, Yeah, I thought as much > however, may have the selection criteria referring to a name and in that > instance, the search needs to be changed.. It is probably your cache > that needs to be refreshed. Hope this helps. ...which explains everything :) Thanks -scott From curtisb at vianet.ca Thu Aug 14 15:11:52 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Thu, 14 Aug 2008 15:11:52 -0400 Subject: [rt-users] Missing directory in configuration link. In-Reply-To: <48A4785D.1060500@vianet.ca> References: <48A46F69.1010702@vianet.ca> <48A4785D.1060500@vianet.ca> Message-ID: <48A48378.2000805@vianet.ca> Curtis Bruneau wrote: > Kevin Falcone wrote: > >> On Aug 14, 2008, at 1:46 PM, Curtis Bruneau wrote: >> >> >> >>> The links in the content area are missing /CustomFields when you >>> navigate from the top menu in Configuration > Global > Custom Fields. >>> The top menu final link is ok just the ones in the content area. >>> >>> MENU: /Admin/Global/CustomFields/Users.html >>> CONTENT: /Admin/Global/Users.html >>> >>> >> You don't say what version of RT you're running, but I'm not able >> to replicate this on rt3.fsck.com which is 3.8.1rc4 >> >> -kevin >> >> >> >>> This appears to be a session variable issue, it only happens when you >>> navigate through the top menu and try to click one of the final links >>> (users, groups, queues, tickets, ticket transactions) in the main >>> window. If you navigate through the main window it appears to be ok. >>> >>> I believe I have posted something similar this before but it appears >>> to >>> only happen in the situation described above, perhaps as a result of >>> the >>> fix (which was top menu links not working). >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> > Oops sorry, rt 3.8.1rc4/fastcgi > Client: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.8.1.16) > Gecko/20080702 Iceweasel/2.0.0.16 (Debian-2.0.0.16-0etch1). > > The links do work unless you navigate a certain way, It could only be my > instance but when I click Configuration on the left then Global on top > then Custom Fields on top, the links on top are ok but the ones below > are missing that one directory. > > Curtis Ok I think I know the reason now, the links in the content area just have the File.html in the href='' but the link to the page from the top menu is /Admin/Global/CustomField and the bottom one is /Admin/Global/CustomField/index.html Basically thats how relative links work, there's no / at the end of the first url so it tries to look in .. because it thinks CustomField is a file not a Directory/. If i add a / to the end the links are ok, So the fix would probably to put the /index.html ahead of the top Custom Fields link, this is the brower behavior doing it. Sorry for the confusion. Curtis From falcone at bestpractical.com Thu Aug 14 15:14:37 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 14 Aug 2008 15:14:37 -0400 Subject: [rt-users] API from Python? In-Reply-To: References: Message-ID: On Aug 14, 2008, at 2:05 PM, Mark Eichin wrote: > Note also that all of this is based on 3.6.1, which is I think the > first release where the REST interface worked *at all* with Custom > Fields; I seem to recall the later 3.6's didn't improve on this, Actually, there have been a bunch of fixes to the Custom Field code in the 3.6 branch. Searching for "Won't Fix" as a value in a select custom field works in 3.8. I don't believe that fix is in 3.6 > but > 3.8.0 might (before you harp on how old that makes 3.6, recall that > there *wasn't* a 3.7...) >> 3.7 was the unstable branch that became 3.8, just like there wasn't a 3.5 between 3.4 and 3.6 It would be great if all the other python usage information in this post made it into the wiki in some form. -kevin From falcone at bestpractical.com Thu Aug 14 15:31:17 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 14 Aug 2008 15:31:17 -0400 Subject: [rt-users] Missing directory in configuration link. In-Reply-To: <48A48378.2000805@vianet.ca> References: <48A46F69.1010702@vianet.ca> <48A4785D.1060500@vianet.ca> <48A48378.2000805@vianet.ca> Message-ID: <7C63DF65-62C2-4B2E-B6BF-9F5A5958B8AD@bestpractical.com> >> Oops sorry, rt 3.8.1rc4/fastcgi >> Client: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.8.1.16) Gecko/ >> 20080702 Iceweasel/2.0.0.16 (Debian-2.0.0.16-0etch1). >> >> The links do work unless you navigate a certain way, It could only >> be my instance but when I click Configuration on the left then >> Global on top then Custom Fields on top, the links on top are ok >> but the ones below are missing that one directory. >> > Ok I think I know the reason now, the links in the content area just > have the File.html in the href='' but the link to the page from the > top menu is /Admin/Global/CustomField and the bottom one is /Admin/ > Global/CustomField/index.html > > Basically thats how relative links work, there's no / at the end of > the first url so it tries to look in .. because it thinks > CustomField is a file not a Directory/. If i add a / to the end the > links are ok, So the fix would probably to put the /index.html ahead > of the top Custom Fields link, this is the brower behavior doing it. > > Sorry for the confusion. With the clearer regressions I've been able to replicate this. Yep, this is a regression from 3.8.0 in a feature that was added recently. You'll get mail about a ticket and we'll get this fixed for 3.8.1 -kevin From grahamb at sfu.ca Thu Aug 14 15:50:02 2008 From: grahamb at sfu.ca (Graham Ballantyne) Date: Thu, 14 Aug 2008 12:50:02 -0700 Subject: [rt-users] Changes to Saved Searches don't stick (RT 3.6.3 --> 3.8.1rc*) In-Reply-To: <22C52A60-BAAF-4BE3-8388-0AD5164FCBF5@sfu.ca> References: <22C52A60-BAAF-4BE3-8388-0AD5164FCBF5@sfu.ca> Message-ID: A followup: I tried to resolve the issue by creating a new system-level saved search called "All New and Open Tickets". I deleted the old "All New & Open Tickets" and under Configuration > Global > RT at a Glance set the body to be Bookmarked Tickets and All New and Open Tickets. Two different things happened: 1: For existing users: Instead of the new search, RT displays "Predefined search All New & Open Tickets not found" or "Either you have no rights to view saved search RT::User-31974-SavedSearch-53 or identifier is incorrectPredefined search All New & Open Tickets not found" Screenshot: http://skitch.com/grahamb/um86/rt-at-a-glance If I go to the user preferences and add the search to RT at a Glance from there, the search appears. 2. For new users: No error message, but the search still doesn't appear. Again, adding it from the user-level prefs works. So, it appears that the global preferences aren't being respected. Any ideas of why that might happen? We have a fairly small number of users, so I could change this manually for each during the upgrade (can this be done through the database?), but I'd rather do it the right way. Any assistance would be gratefully appreciated -- this is one of the few things holding up an upgrade. Thanks! Graham. On 13-Aug-08, at 18:32 , Graham Ballantyne wrote: > Hi everyone, > > I'm attempting to move a RT 3.6.3 install over to 3.8.1rc4. I'm having > difficulties with saved searches. My 3.6.3 server exists at hostname/ > rt and the saved searches (e.g. All New & Open Tickets) have /rt/ > hardcoded into the search (e.g. if I click Edit > Advanced, the second > textfield has /rt/ hardcoded into the code that generates the html > links). > > My 3.8.1 server is going to be at a new hostname and located at the > root. I have tried editing the searches (in 3.8.1rc4) to replace /rt/ > with __WebPath__/ , as suggested by jibsheet in IRC. Here are the > steps I'm taking: > > - Log into RT as the root user. > - From the home screen, click Edit for All New & Open Tickets) > - Click SavedSearch (in "You can also edit the predefined search > itself: SavedSearch") > - Click Advanced > - in the lower textfield, change /rt/ to __WebPath__/ (screenshot: http://skitch.com/grahamb/ujri/edit-query) > - click Apply > - click Update > - click Update format and Search > > RT performs the search and the links are correct; they point to http://hostname:8081/Ticket/Display.html?Action=Take&id=11094 > > However... when I go back to the home screen, the links in New & Open > Tickets still refer to > http:/hostname:8081/rt/Ticket/Display.html?Action=Take&id=10857 <--- > note the /rt/ is still there > > To compound matters, I logged in as my regular user, which has a user- > saved search in addition to the system-saved All New & Open on the > dashboard. I was able to update the user-saved search with > __WebPath__/ and the changes are reflected on the home page. > > So, why aren't the changes being reflected for the system-saved > searches? > > I have: > - cleared the browser cache & cookies > - cleared the mason cache and restarted apache > > There's nothing in the RT or apache logs to indicate any problem and > everything else seems to be OK. > > Is it possible to change these saved searches directly in the > database? > > Thanks, > Graham. > > ------------- > > Specs (for both the existing 3.6.3 and 3.8.1 installs; they're on the > same machine in different Solaris zones and different apache > instances): > Solaris 10 (SPARC) > Apache 2.0.55 w/ FastCGI > Perl 5.8.8 > mysql 5.0.41 > > My upgrade path: > - Stop the 3.6.3 install > - Dump the database > - Install 3.8.1rc4 into a new directory > - Set up RT_SiteConfig.pm > - Import the database > - Upgrade the database with rt-setup-database --action upgrade > > The above steps all complete successfully. > > -- > Graham Ballantyne > grahamb at sfu.ca > > Institutional, Collaborative & Academic Technologies > IT Services > > Simon Fraser University > Burnaby, BC V5A 1S6 > p: 778-782-2014 > www.sfu.ca/icat > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Graham Ballantyne grahamb at sfu.ca Institutional, Collaborative & Academic Technologies IT Services Simon Fraser University Burnaby, BC V5A 1S6 p: 778-782-2014 www.sfu.ca/icat From KFCrocker at lbl.gov Thu Aug 14 16:02:34 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 14 Aug 2008 13:02:34 -0700 Subject: [rt-users] Changes to Saved Searches don't stick (RT 3.6.3 --> 3.8.1rc*) In-Reply-To: References: <22C52A60-BAAF-4BE3-8388-0AD5164FCBF5@sfu.ca> Message-ID: <48A48F5A.9080104@lbl.gov> Graham, I have a question. You mentioned that you do not have many users. Are they in any groups? Were these searches created by those group members and saved as group searches or as general RT searches? Kenn LBNL On 8/14/2008 12:50 PM, Graham Ballantyne wrote: > A followup: > > I tried to resolve the issue by creating a new system-level saved > search called "All New and Open Tickets". I deleted the old "All New & > Open Tickets" and under Configuration > Global > RT at a Glance set > the body to be Bookmarked Tickets and All New and Open Tickets. > > Two different things happened: > 1: For existing users: Instead of the new search, RT displays > "Predefined search All New & Open Tickets not found" or "Either you > have no rights to view saved search RT::User-31974-SavedSearch-53 or > identifier is incorrectPredefined search All New & Open Tickets not > found" > Screenshot: http://skitch.com/grahamb/um86/rt-at-a-glance > > If I go to the user preferences and add the search to RT at a Glance > from there, the search appears. > > 2. For new users: No error message, but the search still doesn't > appear. Again, adding it from the user-level prefs works. > > So, it appears that the global preferences aren't being respected. Any > ideas of why that might happen? > > We have a fairly small number of users, so I could change this > manually for each during the upgrade (can this be done through the > database?), but I'd rather do it the right way. > > Any assistance would be gratefully appreciated -- this is one of the > few things holding up an upgrade. > > Thanks! > Graham. > > > On 13-Aug-08, at 18:32 , Graham Ballantyne wrote: > >> Hi everyone, >> >> I'm attempting to move a RT 3.6.3 install over to 3.8.1rc4. I'm having >> difficulties with saved searches. My 3.6.3 server exists at hostname/ >> rt and the saved searches (e.g. All New & Open Tickets) have /rt/ >> hardcoded into the search (e.g. if I click Edit > Advanced, the second >> textfield has /rt/ hardcoded into the code that generates the html >> links). >> >> My 3.8.1 server is going to be at a new hostname and located at the >> root. I have tried editing the searches (in 3.8.1rc4) to replace /rt/ >> with __WebPath__/ , as suggested by jibsheet in IRC. Here are the >> steps I'm taking: >> >> - Log into RT as the root user. >> - From the home screen, click Edit for All New & Open Tickets) >> - Click SavedSearch (in "You can also edit the predefined search >> itself: SavedSearch") >> - Click Advanced >> - in the lower textfield, change /rt/ to __WebPath__/ (screenshot: http://skitch.com/grahamb/ujri/edit-query) >> - click Apply >> - click Update >> - click Update format and Search >> >> RT performs the search and the links are correct; they point to http://hostname:8081/Ticket/Display.html?Action=Take&id=11094 >> >> However... when I go back to the home screen, the links in New & Open >> Tickets still refer to >> http:/hostname:8081/rt/Ticket/Display.html?Action=Take&id=10857 <--- >> note the /rt/ is still there >> >> To compound matters, I logged in as my regular user, which has a user- >> saved search in addition to the system-saved All New & Open on the >> dashboard. I was able to update the user-saved search with >> __WebPath__/ and the changes are reflected on the home page. >> >> So, why aren't the changes being reflected for the system-saved >> searches? >> >> I have: >> - cleared the browser cache & cookies >> - cleared the mason cache and restarted apache >> >> There's nothing in the RT or apache logs to indicate any problem and >> everything else seems to be OK. >> >> Is it possible to change these saved searches directly in the >> database? >> >> Thanks, >> Graham. >> >> ------------- >> >> Specs (for both the existing 3.6.3 and 3.8.1 installs; they're on the >> same machine in different Solaris zones and different apache >> instances): >> Solaris 10 (SPARC) >> Apache 2.0.55 w/ FastCGI >> Perl 5.8.8 >> mysql 5.0.41 >> >> My upgrade path: >> - Stop the 3.6.3 install >> - Dump the database >> - Install 3.8.1rc4 into a new directory >> - Set up RT_SiteConfig.pm >> - Import the database >> - Upgrade the database with rt-setup-database --action upgrade >> >> The above steps all complete successfully. >> >> -- >> Graham Ballantyne >> grahamb at sfu.ca >> >> Institutional, Collaborative & Academic Technologies >> IT Services >> >> Simon Fraser University >> Burnaby, BC V5A 1S6 >> p: 778-782-2014 >> www.sfu.ca/icat >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > From grahamb at sfu.ca Thu Aug 14 16:19:22 2008 From: grahamb at sfu.ca (Graham Ballantyne) Date: Thu, 14 Aug 2008 13:19:22 -0700 Subject: [rt-users] Changes to Saved Searches don't stick (RT 3.6.3 --> 3.8.1rc*) In-Reply-To: <48A48F5A.9080104@lbl.gov> References: <22C52A60-BAAF-4BE3-8388-0AD5164FCBF5@sfu.ca> <48A48F5A.9080104@lbl.gov> Message-ID: Hi Ken, Yes, we use groups. We have several queues set up for different campus groups and use groups to control access to the queues. The search I'm concerned with is the system-level All New & Open Tickets. User- defined queries seem OK; I have one that I created for myself and I was able to update it from /rt/ to __WebPath__/. Cheers, Graham. On 14-Aug-08, at 13:02 , Kenneth Crocker wrote: > Graham, > > > I have a question. You mentioned that you do not have many users. > Are they in any groups? Were these searches created by those group > members and saved as group searches or as general RT searches? > > > Kenn > LBNL > > On 8/14/2008 12:50 PM, Graham Ballantyne wrote: >> A followup: >> I tried to resolve the issue by creating a new system-level saved >> search called "All New and Open Tickets". I deleted the old "All >> New & Open Tickets" and under Configuration > Global > RT at a >> Glance set the body to be Bookmarked Tickets and All New and Open >> Tickets. >> Two different things happened: >> 1: For existing users: Instead of the new search, RT displays >> "Predefined search All New & Open Tickets not found" or "Either >> you have no rights to view saved search RT::User-31974- >> SavedSearch-53 or identifier is incorrectPredefined search All New >> & Open Tickets not found" >> Screenshot: http://skitch.com/grahamb/um86/rt-at-a-glance >> If I go to the user preferences and add the search to RT at a >> Glance from there, the search appears. >> 2. For new users: No error message, but the search still doesn't >> appear. Again, adding it from the user-level prefs works. >> So, it appears that the global preferences aren't being respected. >> Any ideas of why that might happen? >> We have a fairly small number of users, so I could change this >> manually for each during the upgrade (can this be done through the >> database?), but I'd rather do it the right way. >> Any assistance would be gratefully appreciated -- this is one of >> the few things holding up an upgrade. >> Thanks! >> Graham. >> On 13-Aug-08, at 18:32 , Graham Ballantyne wrote: >>> Hi everyone, >>> >>> I'm attempting to move a RT 3.6.3 install over to 3.8.1rc4. I'm >>> having >>> difficulties with saved searches. My 3.6.3 server exists at >>> hostname/ >>> rt and the saved searches (e.g. All New & Open Tickets) have /rt/ >>> hardcoded into the search (e.g. if I click Edit > Advanced, the >>> second >>> textfield has /rt/ hardcoded into the code that generates the html >>> links). >>> >>> My 3.8.1 server is going to be at a new hostname and located at the >>> root. I have tried editing the searches (in 3.8.1rc4) to replace / >>> rt/ >>> with __WebPath__/ , as suggested by jibsheet in IRC. Here are the >>> steps I'm taking: >>> >>> - Log into RT as the root user. >>> - From the home screen, click Edit for All New & Open Tickets) >>> - Click SavedSearch (in "You can also edit the predefined search >>> itself: SavedSearch") >>> - Click Advanced >>> - in the lower textfield, change /rt/ to __WebPath__/ >>> (screenshot: http://skitch.com/grahamb/ujri/edit-query) >>> - click Apply >>> - click Update >>> - click Update format and Search >>> >>> RT performs the search and the links are correct; they point to http://hostname:8081/Ticket/Display.html?Action=Take&id=11094 >>> >>> However... when I go back to the home screen, the links in New & >>> Open >>> Tickets still refer to >>> http:/hostname:8081/rt/Ticket/Display.html?Action=Take&id=10857 >>> <--- >>> note the /rt/ is still there >>> >>> To compound matters, I logged in as my regular user, which has a >>> user- >>> saved search in addition to the system-saved All New & Open on the >>> dashboard. I was able to update the user-saved search with >>> __WebPath__/ and the changes are reflected on the home page. >>> >>> So, why aren't the changes being reflected for the system-saved >>> searches? >>> >>> I have: >>> - cleared the browser cache & cookies >>> - cleared the mason cache and restarted apache >>> >>> There's nothing in the RT or apache logs to indicate any problem and >>> everything else seems to be OK. >>> >>> Is it possible to change these saved searches directly in the >>> database? >>> >>> Thanks, >>> Graham. >>> >>> ------------- >>> >>> Specs (for both the existing 3.6.3 and 3.8.1 installs; they're on >>> the >>> same machine in different Solaris zones and different apache >>> instances): >>> Solaris 10 (SPARC) >>> Apache 2.0.55 w/ FastCGI >>> Perl 5.8.8 >>> mysql 5.0.41 >>> >>> My upgrade path: >>> - Stop the 3.6.3 install >>> - Dump the database >>> - Install 3.8.1rc4 into a new directory >>> - Set up RT_SiteConfig.pm >>> - Import the database >>> - Upgrade the database with rt-setup-database --action upgrade >>> >>> The above steps all complete successfully. >>> >>> -- >>> Graham Ballantyne >>> grahamb at sfu.ca >>> >>> Institutional, Collaborative & Academic Technologies >>> IT Services >>> >>> Simon Fraser University >>> Burnaby, BC V5A 1S6 >>> p: 778-782-2014 >>> www.sfu.ca/icat >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com > -- Graham Ballantyne grahamb at sfu.ca Institutional, Collaborative & Academic Technologies IT Services Simon Fraser University Burnaby, BC V5A 1S6 p: 778-782-2014 www.sfu.ca/icat From jjeppson at mosscodilis.com Thu Aug 14 16:38:09 2008 From: jjeppson at mosscodilis.com (Jonathan Jeppson) Date: Thu, 14 Aug 2008 14:38:09 -0600 Subject: [rt-users] Error uploading pdf/doc/xls In-Reply-To: <48A42248.7AD9.0025.0@mosscodilis.com> References: <48A42248.7AD9.0025.0@mosscodilis.com> Message-ID: <48A44351.7AD9.0025.0@mosscodilis.com> I figured this out .. just had to reinstall the IO:File module. From curtisb at vianet.ca Thu Aug 14 16:39:18 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Thu, 14 Aug 2008 16:39:18 -0400 Subject: [rt-users] RT 3.8 New Installation, migrating existing 3.6 database In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D13B@EXMIAMI01.compupay.com> References: <48A461BB.4080601@lackluster.net> <48A46937.60806@vialtus.com> <7314881427FC8A4081673E8CEEA792490B70D13B@EXMIAMI01.compupay.com> Message-ID: <48A497F6.6090202@vianet.ca> Helmuth Ramirez wrote: > Hi everyone, > I just installed a fresh copy of 3.8 (new server). It is up and > running. I want to use the data in my existing 3.6.3 db on it. I > dumped and copied my db over to the new server, I restored it. Good so > far. I now want to update it to make sure its 3.8 friendly (though I > can log in and view my old tickets on it now). > I was looking through the upgrade docs and archives put I can't seem to > get the upgrade working properly. When I try this: > > rt-setup-database --dba root --prompt-for-dba-password --action upgrade > > I get this: > > 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: > Working with: > Type: mysql > Host: localhost > Name: rt3 > User: rt_user > DBA: root > Couldn't finish 'upgrade' step. > > ERROR: Couldn't read dir './etc/upgrade' with upgrade data > > I'm sure its something small I'm overlooking (I hope). Any advice would > be great. > > Cheers! You need to run it from your extracted source directory.. the etc/upgrade files are there. So to do that you have to specify the full path to rt-setup-database which is in your installed ./sbin dir. ex: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade Curtis From HelmuthRamirez at compupay.com Thu Aug 14 16:48:11 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 14 Aug 2008 16:48:11 -0400 Subject: [rt-users] RT 3.8 New Installation, migrating existing 3.6 database In-Reply-To: <48A497F6.6090202@vianet.ca> References: <48A461BB.4080601@lackluster.net> <48A46937.60806@vialtus.com> <7314881427FC8A4081673E8CEEA792490B70D13B@EXMIAMI01.compupay.com> <48A497F6.6090202@vianet.ca> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D147@EXMIAMI01.compupay.com> Thanks Curtis, unfortunately I am still getting the same message. I tried running it from my installed location: "/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade" As well as from the rt-3.8.0 folders I used to make the install. /tmp/stuff/rt/rt-3.8.0/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade I get the same result for both. I did notice I don't have an "upgrade" folder in my installed etc folder. I do in my install source though. Would that have something to do with it? ************** You need to run it from your extracted source directory.. the etc/upgrade files are there. So to do that you have to specify the full path to rt-setup-database which is in your installed ./sbin dir. ex: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade Curtis From curtisb at vianet.ca Thu Aug 14 16:52:33 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Thu, 14 Aug 2008 16:52:33 -0400 Subject: [rt-users] RT 3.8 New Installation, migrating existing 3.6 database In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D147@EXMIAMI01.compupay.com> References: <48A461BB.4080601@lackluster.net> <48A46937.60806@vialtus.com> <7314881427FC8A4081673E8CEEA792490B70D13B@EXMIAMI01.compupay.com> <48A497F6.6090202@vianet.ca> <7314881427FC8A4081673E8CEEA792490B70D147@EXMIAMI01.compupay.com> Message-ID: <48A49B11.6040509@vianet.ca> Helmuth Ramirez wrote: > Thanks Curtis, unfortunately I am still getting the same message. I > tried running it from my installed location: > > "/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password > --action upgrade" > > As well as from the rt-3.8.0 folders I used to make the install. > > /tmp/stuff/rt/rt-3.8.0/opt/rt3/sbin/rt-setup-database --dba root > --prompt-for-dba-password --action upgrade > > I get the same result for both. > > I did notice I don't have an "upgrade" folder in my installed etc > folder. I do in my install source though. Would that have something to > do with it? > > ************** > You need to run it from your extracted source directory.. the > etc/upgrade files are there. So to do that you have to specify the full > path to rt-setup-database which is in your installed ./sbin dir. > ex: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password > > --action upgrade > > Curtis You'll have to run it from your /usr/src/rt-3.8.1rc4 or equivalent directory because like you said the etc/upgrade files are in there, which is why you have to specify the full path to the rt-setup-database server:/usr/src/rt-3.8.1rc4# /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade Also make sure /opt/rt3/sbin is the correct path.. it may be different. Curtis From jesse at bestpractical.com Thu Aug 14 17:41:59 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 14 Aug 2008 23:41:59 +0200 Subject: [rt-users] Error uploading pdf/doc/xls In-Reply-To: <48A44351.7AD9.0025.0@mosscodilis.com> References: <48A42248.7AD9.0025.0@mosscodilis.com> <48A44351.7AD9.0025.0@mosscodilis.com> Message-ID: <9BA99343-96D4-43AD-8155-07F62631CAB4@bestpractical.com> On Aug 14, 2008, at 10:38 PM, Jonathan Jeppson wrote: > I figured this out .. just had to reinstall the IO:File module. > Do you know how it got corrupted so we can work to make it not happen to anyone else? -j > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jjeppson at mosscodilis.com Thu Aug 14 18:08:31 2008 From: jjeppson at mosscodilis.com (Jonathan Jeppson) Date: Thu, 14 Aug 2008 16:08:31 -0600 Subject: [rt-users] Error uploading pdf/doc/xls In-Reply-To: <9BA99343-96D4-43AD-8155-07F62631CAB4@bestpractical.com> References: <48A42248.7AD9.0025.0@mosscodilis.com> <48A44351.7AD9.0025.0@mosscodilis.com> <9BA99343-96D4-43AD-8155-07F62631CAB4@bestpractical.com> Message-ID: <48A4587F.7AD9.0025.0@mosscodilis.com> That I don't know. I suspect that one of our IT members ran some yum updates that may have done something, but I can't get anyone to confirm this. We had an interesting case where the ownership and group of the rt and httpd folders were changed to root from the correct owner... apparently for now reason. I'm not 100% sure what happened to cause that, seems to have occurred the same time the corruption happened. If I get more information, I'll be sure to pass it along. --Jon From HelmuthRamirez at compupay.com Thu Aug 14 18:23:52 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 14 Aug 2008 18:23:52 -0400 Subject: [rt-users] RT 3.8 New Installation, migrating existing 3.6 database In-Reply-To: <48A49B11.6040509@vianet.ca> References: <48A461BB.4080601@lackluster.net> <48A46937.60806@vialtus.com> <7314881427FC8A4081673E8CEEA792490B70D13B@EXMIAMI01.compupay.com> <48A497F6.6090202@vianet.ca> <7314881427FC8A4081673E8CEEA792490B70D147@EXMIAMI01.compupay.com> <48A49B11.6040509@vianet.ca> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D14A@EXMIAMI01.compupay.com> Curtis, Thank you VERY much! That did it! I am now rocking my 3.8 db :) ********** You'll have to run it from your /usr/src/rt-3.8.1rc4 or equivalent directory because like you said the etc/upgrade files are in there, which is why you have to specify the full path to the rt-setup-database server:/usr/src/rt-3.8.1rc4# /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade Also make sure /opt/rt3/sbin is the correct path.. it may be different. Curtis From mathew.snyder at gmail.com Thu Aug 14 18:49:43 2008 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Thu, 14 Aug 2008 18:49:43 -0400 Subject: [rt-users] This message will be sent to... question In-Reply-To: <04344CD5-3424-4386-A970-87835BF72F06@bestpractical.com> References: <48931D90.4070004@gmail.com> <48934E07.5090904@gmail.com> <04344CD5-3424-4386-A970-87835BF72F06@bestpractical.com> Message-ID: <48A4B687.5040309@gmail.com> I made the change a while ago in RT_SiteConfig.pm but now, instead of getting the AdminCc thing before, I'm getting . Replying to all results in the same issue. -Mathew Jesse Vincent wrote: > > On Aug 1, 2008, at 1:55 PM, Mathew Snyder wrote: > >> And I can only guess that Exchange is one that doesn't handle it very >> well. Although, I think our actual relay might be sendmail which, >> based on the comments in RT_SiteConfig.pm doesn't work with it. > > Sadly, neither does Apple's Mail.app. I'm seriously considering > changing the default. -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom From ruz at bestpractical.com Thu Aug 14 19:28:45 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 15 Aug 2008 03:28:45 +0400 Subject: [rt-users] Error uploading pdf/doc/xls In-Reply-To: <9BA99343-96D4-43AD-8155-07F62631CAB4@bestpractical.com> References: <48A42248.7AD9.0025.0@mosscodilis.com> <48A44351.7AD9.0025.0@mosscodilis.com> <9BA99343-96D4-43AD-8155-07F62631CAB4@bestpractical.com> Message-ID: <589c94400808141628i38f4ba52wfb8adb21b71a3497@mail.gmail.com> http://rt.cpan.org/Ticket/Display.html?id=34178#txn-475483 On Fri, Aug 15, 2008 at 1:41 AM, Jesse Vincent wrote: > > On Aug 14, 2008, at 10:38 PM, Jonathan Jeppson wrote: > >> I figured this out .. just had to reinstall the IO:File module. >> > Do you know how it got corrupted so we can work to make it not happen > to anyone else? > > -j >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 kaa at beirel.ru Fri Aug 15 02:02:43 2008 From: kaa at beirel.ru (Alexander Kubatkin) Date: Fri, 15 Aug 2008 10:02:43 +0400 Subject: [rt-users] problem with upgrade rt 3.6.7->3.8.1rc4 Message-ID: <200808151002.44142.kaa@beirel.ru> Hello. My RT-3.6.7 working fine under FreeBSD 7-STABLE x86_64 with: 1. Apache 2.2.8 2. mod_perl2-2.0.3_3,3 3. MySQL 5.0.51-log 4. all p5 and other packages from lastest FreeBSD ports current database 2 years old and have size ~500MB and attachments have 112888 elements but i can't upgrade to 3.8.x, below a result from trying to upgrade to 3.8.1rc4: ------------ /usr/local/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade In order to create or update your RT database, this script needs to connect to your mysql instance on 127.0.0.1 as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: 127.0.0.1 Name: rt3 User: rt_user DBA: root Enter RT version you're upgrading from: 3.6.7 Going to apply following upgrades: * 3.7.1 * 3.7.3 * 3.7.10 * 3.7.15 * 3.7.19 * 3.7.81 * 3.7.82 * 3.7.85 * 3.7.86 * 3.7.87 * 3.8.0 * 3.8.1 Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: HI THERE IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 3.7.1 [Thu Aug 14 17:33:29 2008] [warning]: DBD::mysql::db selectrow_array failed: MySQL server has gone away at /usr/local/rt3/sbin/../lib/RT/Handle.pm line 257, line 4. (/usr/local/rt3/sbin/../lib/RT/Handle.pm:257) [Thu Aug 14 17:33:29 2008] [crit]: DBD::mysql::db selectrow_array failed: MySQL server has gone away at /usr/local/rt3/sbin/../lib/RT/Handle.pm line 257, line 4. (/usr/local/rt3/sbin/../lib/RT.pm:377) DBD::mysql::db selectrow_array failed: MySQL server has gone away at /usr/local/rt3/sbin/../lib/RT/Handle.pm line 257, line 4. ------------------------------ Need some help to upgrade. Thanks -- Alexander Kubatkin From jesse at bestpractical.com Fri Aug 15 04:06:37 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 15 Aug 2008 10:06:37 +0200 Subject: [rt-users] problem with upgrade rt 3.6.7->3.8.1rc4 In-Reply-To: <200808151002.44142.kaa@beirel.ru> References: <200808151002.44142.kaa@beirel.ru> Message-ID: On Aug 15, 2008, at 8:02 AM, Alexander Kubatkin wrote: > Hello. > > My RT-3.6.7 working fine under FreeBSD 7-STABLE x86_64 with: > 1. Apache 2.2.8 > 2. mod_perl2-2.0.3_3,3 > 3. MySQL 5.0.51-log > 4. all p5 and other packages from lastest FreeBSD ports > current database 2 years old and have size ~500MB and attachments > have 112888 elements > Alexander, can you tell us if anything shows up in the mysql error logs? Also, what version of DBD::mysql do you have installed? From kaa at beirel.ru Fri Aug 15 04:54:32 2008 From: kaa at beirel.ru (Alexander Kubatkin) Date: Fri, 15 Aug 2008 12:54:32 +0400 Subject: [rt-users] problem with upgrade rt 3.6.7->3.8.1rc4 In-Reply-To: References: <200808151002.44142.kaa@beirel.ru> Message-ID: <200808151254.32359.kaa@beirel.ru> ? ????????? ?? ??????? 15 ??????? 2008 ?? ????????: > On Aug 15, 2008, at 8:02 AM, Alexander Kubatkin wrote: > > Hello. > > > > My RT-3.6.7 working fine under FreeBSD 7-STABLE x86_64 with: > > 1. Apache 2.2.8 > > 2. mod_perl2-2.0.3_3,3 > > 3. MySQL 5.0.51-log > > 4. all p5 and other packages from lastest FreeBSD ports > > current database 2 years old and have size ~500MB and attachments > > have 112888 elements > > Alexander, can you tell us if anything shows up in the mysql error > logs? no special errors, only regular not critical errors such us: ---------------- 080814 16:48:05 mysqld started 080814 16:48:06 InnoDB: Started; log sequence number 0 2672904431 080814 16:48:06 [Note] /usr/local/libexec/mysqld: ready for connections. Version: '5.0.51a-log' socket: '/tmp/mysql.sock' port: 3306 FreeBSD port: mysql-server-5.0.51a 080814 17:07:40 [Warning] Aborted connection 6 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 17:24:19 [Warning] Aborted connection 18 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 17:24:20 [Warning] Aborted connection 3 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 17:24:21 [Warning] Aborted connection 19 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 17:24:22 [Warning] Aborted connection 15 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 17:49:56 [Warning] Aborted connection 2 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 18:07:08 [Warning] Aborted connection 1 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 18:12:33 [Warning] Aborted connection 83 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 18:12:34 [Warning] Aborted connection 23 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 18:12:35 [Warning] Aborted connection 21 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 18:12:36 [Warning] Aborted connection 20 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 18:19:33 [Warning] Aborted connection 86 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 19:00:46 [Warning] Aborted connection 84 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 22:06:08 [Warning] Aborted connection 82 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 22:06:25 [Warning] Aborted connection 90 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 22:14:26 [Warning] Aborted connection 85 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 22:16:40 [Warning] Aborted connection 71 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 22:16:40 [Warning] Aborted connection 22 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 22:16:40 [Warning] Aborted connection 87 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 22:18:29 [Warning] Aborted connection 250 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 22:18:29 [Warning] Aborted connection 249 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 22:18:29 [Warning] Aborted connection 247 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 22:18:29 [Warning] Aborted connection 248 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 22:21:15 [Warning] Aborted connection 251 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080814 22:25:08 [Warning] Aborted connection 255 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) 080815 2:07:09 [Warning] Aborted connection 252 to db: 'rt3' user: 'rt_user' host: 'localhost' (Got an error reading communication packets) ----------------------- i'm trying to upgrade between 21 and 22 (+/-)hours. > Also, what version of DBD::mysql do you have installed? #pkg_info | grep -i dbd p5-DBD-mysql50-4.006 MySQL 5.0 driver for the Perl5 Database Interface (DBI) p5-DBI-1.60.4 The perl5 Database Interface. Required for DBD::* modules -- Alexander Kubatkin From curtisb at vianet.ca Fri Aug 15 12:23:49 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 15 Aug 2008 12:23:49 -0400 Subject: [rt-users] Default status' for queue lists. Message-ID: <48A5AD95.8070300@vianet.ca> In the Quick Search queue listing on RT at a Glance is there a way to change the default status' that is searched? It individually shows new/open/stalled and the queue link itself has all three.. I would like to exclude stalled from the main link. I know I could achieve this editing files but just wondering if there was a configuration way. Our 3.4 excluded stalled ( i don't know if this is custom or not, I didn't originally set it up ). Curtis. From jpierce at cambridgeenergyalliance.org Fri Aug 15 12:43:08 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 15 Aug 2008 12:43:08 -0400 Subject: [rt-users] Creation page layout of custom fields Message-ID: Hello all, I was wondering how one might successfully, and upgrade-friendily tweak the layout of custom fields on the create ticket page? I checked the wiki and archives, and came across some discussion circa 3.6 about changing from CF-# IDs to CF field name classes, but that's about it. Likewise, I'm not sure how one is supposed to use the IDs to sanely change the layout given that they are applied to table rows. I've got 24 custom fields in my queue, and although the alphabetical sort is not impossible to use, it is not nearly as convenient as it could be... Or maybe I should just redirect RT users to my external ticket creation page? http://cambenergy.org/newForm.html On a related note, anybody know why single select value fields are shown as giant boxes instead of sleek drop-downs? -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaim.rieger at gmail.com Fri Aug 15 14:24:38 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Fri, 15 Aug 2008 11:24:38 -0700 Subject: [rt-users] make initialize-database error Message-ID: <48A5C9E6.7050201@gmail.com> innodb is not disabled 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: Working with: Type: mysql Host: localhost Name: rt3 User: user DBA: user Couldn't finish 'create' step. ERROR: RT requires that MySQL InnoDB table support be enabled. Remove the 'skip-innodb' line from your my.cnf file, restart MySQL, and try again. make: *** [initialize-database] Error 255 my.cnf is as follows # Example MySQL config file for large systems. # # This is for a large system with memory = 512M where the system runs mainly # MySQL. # # You can copy this file to # /etc/my.cnf to set global options, # mysql-data-dir/my.cnf to set server-specific options (in this # installation this directory is /usr/local/mysql/data) or # ~/.my.cnf to set user-specific options. # # In this file, you can use all long options that a program supports. # If you want to know which options a program supports, run the program # with the "--help" option. # The following options will be passed to all MySQL clients [client] #password = your_password port = 3306 socket = /tmp/mysql.sock # Here follows entries for some specific programs # The MySQL server [mysqld] port = 3306 socket = /tmp/mysql.sock skip-locking key_buffer = 256M max_allowed_packet = 1M table_cache = 256 sort_buffer_size = 1M read_buffer_size = 1M read_rnd_buffer_size = 4M myisam_sort_buffer_size = 64M thread_cache_size = 8 query_cache_size= 16M # Try number of CPU's*2 for thread_concurrency thread_concurrency = 8 # Don't listen on a TCP/IP port at all. This can be a security enhancement, # if all processes that need to connect to mysqld run on the same host. # All interaction with mysqld must be made via Unix sockets or named pipes. # Note that using this option without enabling named pipes on Windows # (via the "enable-named-pipe" option) will render mysqld useless! # #skip-networking # Disable Federated by default skip-federated # Replication Master Server (default) # binary logging is required for replication log-bin=mysql-bin # required unique id between 1 and 2^32 - 1 # defaults to 1 if master-host is not set # but will not function as a master if omitted server-id = 1 # Replication Slave (comment out master section to use this) # # To configure this host as a replication slave, you can choose between # two methods : # # 1) Use the CHANGE MASTER TO command (fully described in our manual) - # the syntax is: # # CHANGE MASTER TO MASTER_HOST=, MASTER_PORT=, # MASTER_USER=, MASTER_PASSWORD= ; # # where you replace , , by quoted strings and # by the master's port number (3306 by default). # # Example: # # CHANGE MASTER TO MASTER_HOST='125.564.12.1', MASTER_PORT=3306, # MASTER_USER='joe', MASTER_PASSWORD='secret'; # # OR # # 2) Set the variables below. However, in case you choose this method, then # start replication for the first time (even unsuccessfully, for example # if you mistyped the password in master-password and the slave fails to # connect), the slave will create a master.info file, and any later # change in this file to the variables' values below will be ignored and # overridden by the content of the master.info file, unless you shutdown # the slave server, delete master.info and restart the slaver server. # For that reason, you may want to leave the lines below untouched # (commented) and instead use CHANGE MASTER TO (see above) # # required unique id between 2 and 2^32 - 1 # (and different from the master) # defaults to 2 if master-host is set # but will not function as a slave if omitted #server-id = 2 # # The replication master for this slave - required #master-host = # # The username the slave will use for authentication when connecting # to the master - required #master-user = # # The password the slave will authenticate with when connecting to # the master - required #master-password = # # The port the master is listening on. # optional - defaults to 3306 #master-port = # # binary logging - not required for slaves, but recommended #log-bin=mysql-bin # Point the following paths to different dedicated disks #tmpdir = /tmp/ #log-update = /path-to-dedicated-directory/hostname # Uncomment the following if you are using BDB tables #bdb_cache_size = 64M #bdb_max_lock = 100000 # Uncomment the following if you are using InnoDB tables innodb_data_home_dir = /usr/local/mysql/data/ innodb_data_file_path = ibdata1:10M:autoextend innodb_log_group_home_dir = /usr/local/mysql/data/ innodb_log_arch_dir = /usr/local/mysql/data/ # You can set .._buffer_pool_size up to 50 - 80 % # of RAM but beware of setting memory usage too high innodb_buffer_pool_size = 256M innodb_additional_mem_pool_size = 20M # Set .._log_file_size to 25 % of buffer pool size innodb_log_file_size = 64M innodb_log_buffer_size = 8M innodb_flush_log_at_trx_commit = 1 innodb_lock_wait_timeout = 50 [mysqldump] quick max_allowed_packet = 16M [mysql] no-auto-rehash # Remove the next comment character if you are not familiar with SQL #safe-updates [isamchk] key_buffer = 128M sort_buffer_size = 128M read_buffer = 2M write_buffer = 2M [myisamchk] key_buffer = 128M sort_buffer_size = 128M read_buffer = 2M write_buffer = 2M [mysqlhotcopy] interactive-timeout dmz:/usr/local/src/rt-3.8.0 root# -- -- Chaim Rieger From jpierce at cambridgeenergyalliance.org Fri Aug 15 14:28:18 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 15 Aug 2008 14:28:18 -0400 Subject: [rt-users] make initialize-database error In-Reply-To: <48A5C9E6.7050201@gmail.com> References: <48A5C9E6.7050201@gmail.com> Message-ID: Was your MySQL maybe *built* without InnoDB? P.S. Why aren't the rt lists configured for reply-to list? -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaim.rieger at gmail.com Fri Aug 15 14:35:12 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Fri, 15 Aug 2008 11:35:12 -0700 Subject: [rt-users] make initialize-database error In-Reply-To: References: <48A5C9E6.7050201@gmail.com> Message-ID: <48A5CC60.2020908@gmail.com> Jerrad Pierce wrote: > Was your MySQL maybe *built* without InnoDB? > > -- > Cambridge Energy Alliance: Save money & the planet i installed the binary, if it was built without innodb support it wouldnt start up with the current my.cnf -- -- Chaim Rieger From jpierce at cambridgeenergyalliance.org Fri Aug 15 14:40:39 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 15 Aug 2008 14:40:39 -0400 Subject: [rt-users] make initialize-database error In-Reply-To: <48A5CC60.2020908@gmail.com> References: <48A5C9E6.7050201@gmail.com> <48A5CC60.2020908@gmail.com> Message-ID: > > i installed the binary, > > if it was built without innodb support it wouldnt start up with the > current my.cnf > I wasn't sure. Not all applications are as "finicky" as Apache, and are more lax in their acceptance of input i.e; not blowing up because you specify irrelevant options -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From curtisb at vianet.ca Fri Aug 15 14:53:27 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 15 Aug 2008 14:53:27 -0400 Subject: [rt-users] make initialize-database error In-Reply-To: <48A5CC60.2020908@gmail.com> References: <48A5C9E6.7050201@gmail.com> <48A5CC60.2020908@gmail.com> Message-ID: <48A5D0A7.1010007@vianet.ca> Chaim Rieger wrote: > Jerrad Pierce wrote: > >> Was your MySQL maybe *built* without InnoDB? >> >> -- >> Cambridge Energy Alliance: Save money & the planet >> > > i installed the binary, > > if it was built without innodb support it wouldnt start up with the > current my.cnf > If you do Show engines; you should see below if it's enabled. | InnoDB | YES | Supports transactions, row-level locking, and foreign keys | If you changed innodb_log_file_size you need to shutdown and delete the old logs in /var/lib/mysql or innodb won't start up because it tries to append to a fixed log that's smaller/larger then the one in the config. I changed mine to 64mb also and you always have to get rid of the old ib_logfile0-1files. Curtis From ruz at bestpractical.com Fri Aug 15 15:56:14 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 15 Aug 2008 23:56:14 +0400 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <48A133D5.6000102@subatech.in2p3.fr> References: <48999A18.7010303@subatech.in2p3.fr> <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> <489B0BC7.4060605@subatech.in2p3.fr> <49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com> <489BFD10.8080905@subatech.in2p3.fr> <48A12AA0.2030309@subatech.in2p3.fr> <48A133D5.6000102@subatech.in2p3.fr> Message-ID: <589c94400808151256qf6ac36cp546a1f8b5e9fdc78@mail.gmail.com> 1) try 3.8.1rc5 2) do you upgrade mysql as well? On Tue, Aug 12, 2008 at 10:55 AM, Jean-Michel Barbet wrote: > Jean-Michel Barbet wrote: > >> The problem with accents is fixed. > > Sorry, I spoke too soon. I still have a problem with the column > "Content" of the Attachements table. > > In RT 3.2.1/MySQL4.0 this column is longtext > > The mysql upgrade scripts does this : > > ALTER TABLE Attachments MODIFY Content LONGBLOB NULL DEFAULT NULL; > > which results in corrupted accents > > If I change back to LONGTEXT, it is OK. > > => What should I do ? Is is important that the type of this column > is LONGBLOB in RT 3.8.0 and if yes, how do I convert from RT 3.2.1 > without corrupting the accents ? > > Thanks and sorry to bring new issues. > > JM > > > > -- > ------------------------------------------------------------------------ > Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 > Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 > CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr > ------------------------------------------------------------------------ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From chaim.rieger at gmail.com Fri Aug 15 16:53:19 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Fri, 15 Aug 2008 13:53:19 -0700 Subject: [rt-users] customizing rt, question Message-ID: <48A5ECBF.20609@gmail.com> we (the company i work for) is thinking about allowing web access to the world for our rt. we have multiple instances of it in house, and use it extensively. however prior to rolling it out, they would like to see a plain login page with nothing but Login/Username/Passwd, no versions, no links, no logos. is this doable ? would we have to purchase support in order to remove the logo ? -- -- Chaim Rieger From tjrc at sanger.ac.uk Fri Aug 15 17:53:16 2008 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Fri, 15 Aug 2008 17:53:16 -0400 Subject: [rt-users] customizing rt, question In-Reply-To: <48A5ECBF.20609@gmail.com> References: <48A5ECBF.20609@gmail.com> Message-ID: On 15 Aug 2008, at 4:53 pm, Chaim Rieger wrote: > we (the company i work for) is thinking about allowing web access to > the > world for our rt. we have multiple instances of it in house, and use > it > extensively. however prior to rolling it out, they would like to see a > plain login page with nothing but Login/Username/Passwd, no > versions, no > links, no logos. > > is this doable ? Yes. > > would we have to purchase support in order to remove the logo ? No, but you do need some expertise in understanding HTML::Mason in order to override the default page with a copy of your own which does what you require. One of the nicest things about RT is that such customisations are easy to do in a clean way. See BestPractical's wiki for examples and more information. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From HelmuthRamirez at compupay.com Fri Aug 15 17:59:15 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 15 Aug 2008 17:59:15 -0400 Subject: [rt-users] Hierarchy View in 3.8 In-Reply-To: <48A5ECBF.20609@gmail.com> References: <48A5ECBF.20609@gmail.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D15D@EXMIAMI01.compupay.com> Hi everyone, This may seem like a dumb question, BUT...how do I get the hierarchy view of my tickets (child/parent/depends on, etc)? I tried reading through the manual but I couldn't find it (unless I overlooked it). Thank you!! Helmuth From jpierce at cambridgeenergyalliance.org Fri Aug 15 17:59:39 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 15 Aug 2008 17:59:39 -0400 Subject: [rt-users] Hierarchy View in 3.8 In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D15D@EXMIAMI01.compupay.com> References: <48A5ECBF.20609@gmail.com> <7314881427FC8A4081673E8CEEA792490B70D15D@EXMIAMI01.compupay.com> Message-ID: Click the links tab for a ticket, and then the Graph anchor in the upper right corner. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Fri Aug 15 18:07:44 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 15 Aug 2008 18:07:44 -0400 Subject: [rt-users] Hierarchy View in 3.8 In-Reply-To: References: <48A5ECBF.20609@gmail.com> <7314881427FC8A4081673E8CEEA792490B70D15D@EXMIAMI01.compupay.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D15F@EXMIAMI01.compupay.com> Thanks Jerrad, I think I either don't have it or I'm doing something wrong. Here is a screenshot of my Links tab From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] Sent: Friday, August 15, 2008 6:00 PM To: Helmuth Ramirez Cc: RT Users Subject: Re: [rt-users] Hierarchy View in 3.8 Click the links tab for a ticket, and then the Graph anchor in the upper right corner. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 41867 bytes Desc: image001.jpg URL: From scott at lackluster.net Fri Aug 15 18:21:48 2008 From: scott at lackluster.net (scott smith) Date: Fri, 15 Aug 2008 15:21:48 -0700 Subject: [rt-users] Hierarchy View in 3.8 In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D15F@EXMIAMI01.compupay.com> References: <48A5ECBF.20609@gmail.com> <7314881427FC8A4081673E8CEEA792490B70D15D@EXMIAMI01.compupay.com> <7314881427FC8A4081673E8CEEA792490B70D15F@EXMIAMI01.compupay.com> Message-ID: <48A6017C.4080302@lackluster.net> Helmuth Ramirez wrote: > Thanks Jerrad, > > I think I either don?t have it or I?m doing something wrong. Here is a > screenshot of my Links tab > You need to install graphviz -scott From andrew at etc.gen.nz Fri Aug 15 19:32:14 2008 From: andrew at etc.gen.nz (Andrew Ruthven) Date: Sat, 16 Aug 2008 11:32:14 +1200 Subject: [rt-users] Rt3.8 package for debian In-Reply-To: References: Message-ID: <1218843134.4274.7.camel@cyclops.etc.gen.nz> Hi Johan, The packages that Emmanuel Lacour have built only include the required dependencies for Etch (they're already present for Lenny). I've built some RT 3.8.1rc5 packages which I've been using on Lenny. I've back-ported them to Etch, but haven't tested them on Etch. Feel free to try using them (you'll need Emmanuel's repo as well for Etch). Please let me know if there are any issues. The lines for your apt sources.list file are: deb http://debian.etc.gen.nz etch rt or deb http://debian.etc.gen.nz lenny rt Cheers! On Thu, 2008-08-14 at 13:17 +0300, johan baarman wrote: > Hi, > > I'm about to try out the new rt3.8 on debian etch and saw that > Emmanuel Lacour already built a package for it. Can I install rt3.8 > directly by that package or is it only for the dependencies? > > On 1 Aug 2008, at 8:52 am, Emmanuel Lacour wrote: > > > > As I already said here, I made needed packages for etch here: > > > > http://rt.easter-eggs.org/debian/ > > > > this can help you ;) > > > > _ > > > Br, Johan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Andrew Ruthven Wellington, New Zealand At home: andrew at etc.gen.nz | This space intentionally | left blank. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From miles.scruggs at wideideas.com Fri Aug 15 19:58:37 2008 From: miles.scruggs at wideideas.com (Miles Scruggs) Date: Fri, 15 Aug 2008 16:58:37 -0700 Subject: [rt-users] upgrade from 3.6.6 pgsql to 3.8.1rc5 Message-ID: I just did an upgrade, everything seems to be working fine, just for kicks I tried to create a ticket and I get this error: Can't call method "HasRight" on an undefined value at /opt/6sq-rt/ bin/../lib/RT/User_Overlay.pm line 1209. Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "HasRight" on an undefined value at /opt/6sq-rt/bin/../lib/RT/ User_Overlay.pm line 1209.^J') called at /opt/6sq-rt/bin/../lib/RT/ User_Overlay.pm line 1209 RT::User::HasRight('RT::CurrentUser=HASH(0x9fdb868)', 'Right', 'SeeQueue', 'Object', 'RT::Queue=HASH(0xaa64eb4)') called at /opt/6sq- rt/bin/../lib/RT/Queue_Overlay.pm line 1183 RT::Queue::HasRight('RT::Queue=HASH(0xaa64eb4)', 'Principal', 'RT::CurrentUser=HASH(0x9fdb868)', 'Right', 'SeeQueue') called at /opt/ 6sq-rt/bin/../lib/RT/Queue_Overlay.pm line 1148 RT::Queue::CurrentUserHasRight('RT::Queue=HASH(0xaa64eb4)', 'SeeQueue') called at /opt/6sq-rt/bin/../lib/RT/Queue_Overlay.pm line 1124 RT::Queue::_Value('RT::Queue=HASH(0xaa64eb4)', 'Disabled') called at / usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 424 DBIx::SearchBuilder::Record::__ANON__('RT::Queue=HASH(0xaa64eb4)') called at /opt/6sq-rt/bin/../lib/RT/Ticket_Overlay.pm line 288 RT::Ticket::Create('RT::Ticket=HASH(0xaa64218)', 'TimeEstimated', '', 'Status', 'new', 'Queue', 'help', 'AdminCc', '', 'MIMEObj', 'MIME::Entity=HASH(0xaa645b4)', 'Type', 'ticket', 'InitialPriority', 0, 'Starts', undef, 'TimeWorked', '', 'Requestor', 'someone at somebody.com', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'TimeLeft', '', 'Owner', 10, 'Due', undef) called at /opt/6sq-rt/ bin/../lib/RT/Interface/Web.pm line 530 HTML::Mason::Commands::CreateTicket('Attachments', undef, 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'another test ticket on newly upgraded system.', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at /opt/6sq-rt/ share/html/Ticket/Display.html line 117 HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com ', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo- new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn- new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'another test ticket on newly upgraded system.', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at /usr/lib/perl5/site_perl/ 5.8.8/HTML/Mason/Component.pm line 135 HTML ::Mason ::Component::run('HTML::Mason::Component::FileBased=HASH(0xaa61f80)', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.comt', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo- new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn- new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'another test ticket on newly upgraded system.', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at /usr/lib/perl5/site_perl/ 5.8.8/HTML/Mason/Request.pm line 1278 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated- TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new- MemberOf', '', 'MemberOf-new', '', 'Content', 'another test ticket on newly upgraded system.', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at /opt/6sq-rt/share/html/Ticket/Create.html line 398 HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com ', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'another test ticket on newly upgraded system.', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at /usr/lib/perl5/ site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML ::Mason ::Component::run('HTML::Mason::Component::FileBased=HASH(0xab19d18)', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'another test ticket on newly upgraded system.', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at /usr/lib/perl5/ site_perl/5.8.8/HTML/Mason/Request.pm line 1278 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated- TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new- MemberOf', '', 'MemberOf-new', '', 'Content', 'another test ticket on newly upgraded system.', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at /opt/6sq-rt/share/html/autohandler line 308 HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com ', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'another test ticket on newly upgraded system.', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at /usr/lib/perl5/ site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML ::Mason ::Component::run('HTML::Mason::Component::FileBased=HASH(0xa523f34)', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'another test ticket on newly upgraded system.', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at /usr/lib/perl5/ site_perl/5.8.8/HTML/Mason/Request.pm line 1273 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated- TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new- MemberOf', '', 'MemberOf-new', '', 'Content', 'another test ticket on newly upgraded system.', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419 HTML ::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xab0c470)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 190 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 190 HTML ::Mason ::Request::CGI::exec('RT::Interface::Web::Request=HASH(0xab0c470)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm line 342 HTML::Mason::Interp::exec(undef, undef, 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated- TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new- MemberOf', '', 'MemberOf-new', '', 'Content', 'another test ticket on newly upgraded system.', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 121 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 121 HTML ::Mason ::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9ebef38)', 'HASH(0xa9005e8)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ CGIHandler.pm line 73 HTML ::Mason ::CGIHandler ::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x9ebef38)', 'CGI::Fast=HASH(0xa90b1ac)') called at /opt/6sq-rt/bin/ mason_lighttpd_handler.fcgi line 88 eval {...} at /opt/6sq-rt/bin/mason_lighttpd_handler.fcgi line 88 Cheers Miles Scruggs Wide Ideas | Operations | miles.scruggs at wideideas.com | 509.525.6522 ext 4880 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2437 bytes Desc: not available URL: From HelmuthRamirez at compupay.com Fri Aug 15 21:00:23 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 15 Aug 2008 21:00:23 -0400 Subject: [rt-users] Hierarchy View in 3.8 References: <48A5ECBF.20609@gmail.com> <7314881427FC8A4081673E8CEEA792490B70D15D@EXMIAMI01.compupay.com> <7314881427FC8A4081673E8CEEA792490B70D15F@EXMIAMI01.compupay.com> <48A6017C.4080302@lackluster.net> Message-ID: <7314881427FC8A4081673E8CEEA7924905D9BCE3@EXMIAMI01.compupay.com> Hi Scott, I installed graphviz...but now I don't know what to do :(. I tried searching the wiki and the archives but couldn't find anything on how to configure. Thanks for your help ________________________________ From: scott smith [mailto:scott at lackluster.net] Sent: Fri 8/15/2008 6:21 PM To: Helmuth Ramirez Cc: Jerrad Pierce; RT Users Subject: Re: [rt-users] Hierarchy View in 3.8 Helmuth Ramirez wrote: > Thanks Jerrad, > > I think I either don't have it or I'm doing something wrong. Here is a > screenshot of my Links tab > You need to install graphviz -scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott at lackluster.net Fri Aug 15 21:07:15 2008 From: scott at lackluster.net (scott smith) Date: Fri, 15 Aug 2008 18:07:15 -0700 Subject: [rt-users] Hierarchy View in 3.8 In-Reply-To: <7314881427FC8A4081673E8CEEA7924905D9BCE3@EXMIAMI01.compupay.com> References: <48A5ECBF.20609@gmail.com> <7314881427FC8A4081673E8CEEA792490B70D15D@EXMIAMI01.compupay.com> <7314881427FC8A4081673E8CEEA792490B70D15F@EXMIAMI01.compupay.com> <48A6017C.4080302@lackluster.net> <7314881427FC8A4081673E8CEEA7924905D9BCE3@EXMIAMI01.compupay.com> Message-ID: <48A62843.8080102@lackluster.net> Helmuth Ramirez wrote: > Hi Scott, > I installed graphviz...but now I don't know what to do :(. I tried > searching the wiki and the archives but couldn't find anything on how to > configure. > You should be able to just do another `make install' and start using it, assuming you have fulfilled all dependencies (check again with `make testdeps') -scott From HelmuthRamirez at compupay.com Fri Aug 15 21:12:00 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 15 Aug 2008 21:12:00 -0400 Subject: [rt-users] Hierarchy View in 3.8 References: <48A5ECBF.20609@gmail.com> <7314881427FC8A4081673E8CEEA792490B70D15D@EXMIAMI01.compupay.com> <7314881427FC8A4081673E8CEEA792490B70D15F@EXMIAMI01.compupay.com> <48A6017C.4080302@lackluster.net> <7314881427FC8A4081673E8CEEA7924905D9BCE3@EXMIAMI01.compupay.com> <48A62843.8080102@lackluster.net> Message-ID: <7314881427FC8A4081673E8CEEA7924905D9BCE4@EXMIAMI01.compupay.com> ok, I ran the testdeps, everything was found. I then did a `make install'. I received the friendly `Congratulations. RT is now installed.' message. I restarted web server, still no option for graph. Thanks Scott. ________________________________ From: scott smith [mailto:scott at lackluster.net] Sent: Fri 8/15/2008 9:07 PM To: Helmuth Ramirez Cc: Jerrad Pierce; RT Users Subject: Re: [rt-users] Hierarchy View in 3.8 Helmuth Ramirez wrote: > Hi Scott, > I installed graphviz...but now I don't know what to do :(. I tried > searching the wiki and the archives but couldn't find anything on how to > configure. > You should be able to just do another `make install' and start using it, assuming you have fulfilled all dependencies (check again with `make testdeps') -scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott at lackluster.net Fri Aug 15 21:23:14 2008 From: scott at lackluster.net (scott smith) Date: Fri, 15 Aug 2008 18:23:14 -0700 Subject: [rt-users] Hierarchy View in 3.8 In-Reply-To: <7314881427FC8A4081673E8CEEA7924905D9BCE4@EXMIAMI01.compupay.com> References: <48A5ECBF.20609@gmail.com> <7314881427FC8A4081673E8CEEA792490B70D15D@EXMIAMI01.compupay.com> <7314881427FC8A4081673E8CEEA792490B70D15F@EXMIAMI01.compupay.com> <48A6017C.4080302@lackluster.net> <7314881427FC8A4081673E8CEEA7924905D9BCE3@EXMIAMI01.compupay.com> <48A62843.8080102@lackluster.net> <7314881427FC8A4081673E8CEEA7924905D9BCE4@EXMIAMI01.compupay.com> Message-ID: <48A62C02.6020803@lackluster.net> Helmuth Ramirez wrote: > ok, I ran the testdeps, everything was found. I then did a `make > install'. I received the friendly `Congratulations. RT is now > installed.' message. I restarted web server, still no option for graph. Hmm, have you tried clearing the object cache and logging out & back in? -scott From HelmuthRamirez at compupay.com Fri Aug 15 21:33:53 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 15 Aug 2008 21:33:53 -0400 Subject: [rt-users] Hierarchy View in 3.8 References: <48A5ECBF.20609@gmail.com> <7314881427FC8A4081673E8CEEA792490B70D15D@EXMIAMI01.compupay.com> <7314881427FC8A4081673E8CEEA792490B70D15F@EXMIAMI01.compupay.com> <48A6017C.4080302@lackluster.net> <7314881427FC8A4081673E8CEEA7924905D9BCE3@EXMIAMI01.compupay.com> <48A62843.8080102@lackluster.net> <7314881427FC8A4081673E8CEEA7924905D9BCE4@EXMIAMI01.compupay.com> <48A62C02.6020803@lackluster.net> Message-ID: <7314881427FC8A4081673E8CEEA7924905D9BCE5@EXMIAMI01.compupay.com> ok, cleared cache by rm -rf /path/to/rt/var/mason_data/obj restarted httpd (just for good measure) logged in, still don't have the option on the Links tab. I installed Graphviz via yum, not sure if that makes a difference or not. Thanks ________________________________ From: scott smith [mailto:scott at lackluster.net] Sent: Fri 8/15/2008 9:23 PM To: Helmuth Ramirez Cc: Jerrad Pierce; RT Users Subject: Re: [rt-users] Hierarchy View in 3.8 Helmuth Ramirez wrote: > ok, I ran the testdeps, everything was found. I then did a `make > install'. I received the friendly `Congratulations. RT is now > installed.' message. I restarted web server, still no option for graph. Hmm, have you tried clearing the object cache and logging out & back in? -scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Fri Aug 15 21:51:52 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 15 Aug 2008 21:51:52 -0400 Subject: [rt-users] Hierarchy View in 3.8 References: <48A5ECBF.20609@gmail.com> <7314881427FC8A4081673E8CEEA792490B70D15D@EXMIAMI01.compupay.com> <7314881427FC8A4081673E8CEEA792490B70D15F@EXMIAMI01.compupay.com><48A6017C.4080302@lackluster.net><7314881427FC8A4081673E8CEEA7924905D9BCE3@EXMIAMI01.compupay.com><48A62843.8080102@lackluster.net><7314881427FC8A4081673E8CEEA7924905D9BCE4@EXMIAMI01.compupay.com><48A62C02.6020803@lackluster.net> <7314881427FC8A4081673E8CEEA7924905D9BCE5@EXMIAMI01.compupay.com> Message-ID: <7314881427FC8A4081673E8CEEA7924905D9BCE6@EXMIAMI01.compupay.com> More details I tried doing a configure with ./configure --with-web-user=apache --with-web-group=apache --with-modperl2 --with-mysql --enable-graphviz --enable-gd added the graphviz and gd to my original line. Once that was done it showed missing dependencies. Ran fixdeps and got everything except one thing...Graphviz! Now I'm really stuck. I installed Graphviz via yum but it seems the the testdeps script doesn't know its there?? If I rerun the make install would it 'see' it then? Sorry about the potentially elementary questions, but getting this feature to work is something we've been waiting for. Cheers! ________________________________ From: rt-users-bounces at lists.bestpractical.com on behalf of Helmuth Ramirez Sent: Fri 8/15/2008 9:33 PM To: scott smith Cc: RT Users Subject: Re: [rt-users] Hierarchy View in 3.8 ok, cleared cache by rm -rf /path/to/rt/var/mason_data/obj restarted httpd (just for good measure) logged in, still don't have the option on the Links tab. I installed Graphviz via yum, not sure if that makes a difference or not. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Fri Aug 15 21:59:25 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 15 Aug 2008 21:59:25 -0400 Subject: [rt-users] Hierarchy View in 3.8 References: <48A5ECBF.20609@gmail.com> <7314881427FC8A4081673E8CEEA792490B70D15D@EXMIAMI01.compupay.com> <7314881427FC8A4081673E8CEEA792490B70D15F@EXMIAMI01.compupay.com><48A6017C.4080302@lackluster.net><7314881427FC8A4081673E8CEEA7924905D9BCE3@EXMIAMI01.compupay.com><48A62843.8080102@lackluster.net><7314881427FC8A4081673E8CEEA7924905D9BCE4@EXMIAMI01.compupay.com><48A62C02.6020803@lackluster.net> <7314881427FC8A4081673E8CEEA7924905D9BCE5@EXMIAMI01.compupay.com> <7314881427FC8A4081673E8CEEA7924905D9BCE6@EXMIAMI01.compupay.com> Message-ID: <7314881427FC8A4081673E8CEEA7924905D9BCE8@EXMIAMI01.compupay.com> Ok, I got it! I had installed GraphViz via yum, BUT I was missing 'perl-GraphViz'. Once I installed that I got the Graph option! Thanks to Scott and Jerrad for your help and patience! Have a great weekend. -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Fri Aug 15 22:04:03 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 15 Aug 2008 22:04:03 -0400 Subject: [rt-users] Hierarchy View in 3.8 References: <48A5ECBF.20609@gmail.com> <7314881427FC8A4081673E8CEEA792490B70D15D@EXMIAMI01.compupay.com> <7314881427FC8A4081673E8CEEA792490B70D15F@EXMIAMI01.compupay.com><48A6017C.4080302@lackluster.net><7314881427FC8A4081673E8CEEA7924905D9BCE3@EXMIAMI01.compupay.com><48A62843.8080102@lackluster.net><7314881427FC8A4081673E8CEEA7924905D9BCE4@EXMIAMI01.compupay.com><48A62C02.6020803@lackluster.net><7314881427FC8A4081673E8CEEA7924905D9BCE5@EXMIAMI01.compupay.com><7314881427FC8A4081673E8CEEA7924905D9BCE6@EXMIAMI01.compupay.com> <7314881427FC8A4081673E8CEEA7924905D9BCE8@EXMIAMI01.compupay.com> Message-ID: <7314881427FC8A4081673E8CEEA7924905D9BCE9@EXMIAMI01.compupay.com> Ok, I spoke a wee bit too soon. I have the graph option, but when I go to graph something I don't get the pretty chart. I get this in my log Error: Layout was not done. Missing layout plugins? I guess its just a little something I'm missing? ________________________________ From: rt-users-bounces at lists.bestpractical.com on behalf of Helmuth Ramirez Sent: Fri 8/15/2008 9:59 PM To: scott smith Cc: RT Users Subject: Re: [rt-users] Hierarchy View in 3.8 Ok, I got it! I had installed GraphViz via yum, BUT I was missing 'perl-GraphViz'. Once I installed that I got the Graph option! Thanks to Scott and Jerrad for your help and patience! Have a great weekend. -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Fri Aug 15 22:46:08 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 15 Aug 2008 22:46:08 -0400 Subject: [rt-users] Hierarchy View in 3.8 References: <48A5ECBF.20609@gmail.com> <7314881427FC8A4081673E8CEEA792490B70D15D@EXMIAMI01.compupay.com> <7314881427FC8A4081673E8CEEA792490B70D15F@EXMIAMI01.compupay.com><48A6017C.4080302@lackluster.net><7314881427FC8A4081673E8CEEA7924905D9BCE3@EXMIAMI01.compupay.com><48A62843.8080102@lackluster.net><7314881427FC8A4081673E8CEEA7924905D9BCE4@EXMIAMI01.compupay.com><48A62C02.6020803@lackluster.net><7314881427FC8A4081673E8CEEA7924905D9BCE5@EXMIAMI01.compupay.com><7314881427FC8A4081673E8CEEA7924905D9BCE6@EXMIAMI01.compupay.com> <7314881427FC8A4081673E8CEEA7924905D9BCE8@EXMIAMI01.compupay.com> <7314881427FC8A4081673E8CEEA7924905D9BCE9@EXMIAMI01.compupay.com> Message-ID: <7314881427FC8A4081673E8CEEA7924905D9BCEB@EXMIAMI01.compupay.com> Ok, another update. NOW it is working. I needed to run: dot -c as root and bingo, it just started working. To reiterate I installed GraphViz via yum, when you install from source (make install) it includes the 'dot c'. Anyway, its working now. :) -------------- next part -------------- An HTML attachment was scrubbed... URL: From rainer at ultra-secure.de Sat Aug 16 17:16:46 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sat, 16 Aug 2008 23:16:46 +0200 Subject: [rt-users] Software caused connection abort (RT 3.8.1rc5) Message-ID: <5220FB26-367B-416F-AFC6-1BBE64708132@ultra-secure.de> Hi, I get a lot of these: Aug 17 00:51:35 rt3 RT: Apache2::RequestIO::rflush: (53) Software caused connection abort at /usr/local/lib/perl5/site_perl/5.8.8/HTML/ Mason/ApacheHandler.pm line 1020 (/usr/local/rt38/bin/webmux.pl:150) This is my test-box - I checked and I already get them with the currently running RT3.6.3 on the production-system. It's not someone clicking the Cancel-button in his browser (as Ruslan suggest in a mail from 2006) - it appears way too often in the logs for that. What else could these mean? Rainer From rainer at ultra-secure.de Sat Aug 16 17:26:04 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sat, 16 Aug 2008 23:26:04 +0200 Subject: [rt-users] Is there a statistic that lists tickets per requestor? Message-ID: <4E6EF176-E666-4AAE-AB61-84BC23A045FC@ultra-secure.de> Hi, I'd like to have statistics that list - per queue - which requestors requested how many tickets. Is that possible? Rainer From kae at midnighthax.com Sun Aug 17 11:37:58 2008 From: kae at midnighthax.com (Keith Edmunds) Date: Sun, 17 Aug 2008 16:37:58 +0100 Subject: [rt-users] API from Python? In-Reply-To: <20080813182057.4a34cfd1@ws.in.tiger-computing.com> References: <20080813182057.4a34cfd1@ws.in.tiger-computing.com> Message-ID: <20080817163758.75ad3f09@ws.in.tiger-computing.com> Thanks for all the comments and examples of how to use Python to talk to RT: all very helpful. Keith From rainer at ultra-secure.de Sun Aug 17 15:27:57 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sun, 17 Aug 2008 21:27:57 +0200 Subject: [rt-users] Is the path to gpg hardcoded somewhere? Message-ID: <6659D714-0C3C-4C8F-A780-3FD552B52910@ultra-secure.de> Hi, I ask because, in 3.8.1rc5, if I create a symlink to /usr/bin/gpg (from /usr/local/bin/gpg, where it lives on FreeBSD), I can at least login again ;-) Regards, Rainer From HelmuthRamirez at compupay.com Sun Aug 17 15:46:55 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Sun, 17 Aug 2008 15:46:55 -0400 Subject: [rt-users] 3.8.1 Message-ID: <7314881427FC8A4081673E8CEEA792490B70D163@EXMIAMI01.compupay.com> So there's a lot of 3.8.1 talk lately. Should I wait to go live on 3.8.1 in lieu of 3.8? Are there that many enhancements/improvements fro 3.8? Cheers Helmuth -------------- next part -------------- An HTML attachment was scrubbed... URL: From rainer at ultra-secure.de Sun Aug 17 17:44:36 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sun, 17 Aug 2008 23:44:36 +0200 Subject: [rt-users] customizing rt, question In-Reply-To: <48A5ECBF.20609@gmail.com> References: <48A5ECBF.20609@gmail.com> Message-ID: <2A34E403-3379-49F3-B7F9-0C80D75EE5DD@ultra-secure.de> Am 15.08.2008 um 22:53 schrieb Chaim Rieger: > we (the company i work for) is thinking about allowing web access to > the > world for our rt. we have multiple instances of it in house, and use > it > extensively. however prior to rolling it out, they would like to see a > plain login page with nothing but Login/Username/Passwd, no > versions, no > links, no logos. > > is this doable ? > would we have to purchase support in order to remove the logo ? The modifications (disable the logo etc.) should be done in RTHOME/ share/html/Elements/Footer But leave this file unmodified. Instead copy it to RTHOME/local/html/ Elements/Footer and edit it there. See: http://wiki.bestpractical.com/view/CleanlyCustomizeRT Rainer From rainer at ultra-secure.de Sun Aug 17 18:57:33 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Mon, 18 Aug 2008 00:57:33 +0200 Subject: [rt-users] long usernames run into the "inner frame" Message-ID: <86E6CF82-58D9-4D3E-B784-CDDACDBEE664@ultra-secure.de> Hi, I just realised that if you edit a user with a long username (because it's an email address), the username will be written beyond the left tab into the "main" "frame" of the page. Maybe just cut of the username when it reaches beyond the left tab? Word-wrapping it doesn't make much sense IMO, as it's written out in full on the top of the page anyway. Rainer From tom at netspot.com.au Sun Aug 17 19:28:10 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Mon, 18 Aug 2008 08:58:10 +0930 Subject: [rt-users] 3.8.1 In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D163@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490B70D163@EXMIAMI01.compupay.com> Message-ID: <221B365D-E744-4A92-932E-B2557514AB14@netspot.com.au> On 18/08/2008, at 5:16 AM, Helmuth Ramirez wrote: > So there's a lot of 3.8.1 talk lately. Should I wait to go live on > 3.8.1 in lieu of 3.8? Are there that many enhancements/improvements > fro 3.8? > > Cheers > Helmuth > There's a pile of bug fixes, as far as I can see; it seems to be only days (if that) away from release, so I'd wait for 3.8.1. Cheers, Tom From ruz at bestpractical.com Mon Aug 18 00:34:12 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 18 Aug 2008 08:34:12 +0400 Subject: [rt-users] Is the path to gpg hardcoded somewhere? In-Reply-To: <6659D714-0C3C-4C8F-A780-3FD552B52910@ultra-secure.de> References: <6659D714-0C3C-4C8F-A780-3FD552B52910@ultra-secure.de> Message-ID: <589c94400808172134ibc9b9eyeea483ec0d0d15d2@mail.gmail.com> Use 'call' option in GnuPGOptions in the config. It's not fully hardcoded, exec system call is used and on my system (linux) it scans PATH dirs. Want to send me docs patch? On Sun, Aug 17, 2008 at 11:27 PM, Rainer Duffner wrote: > Hi, > > I ask because, in 3.8.1rc5, if I create a symlink to /usr/bin/gpg > (from /usr/local/bin/gpg, where it lives on FreeBSD), I can at least > login again ;-) > > > > Regards, > Rainer > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From baarmanj at iki.fi Mon Aug 18 03:03:39 2008 From: baarmanj at iki.fi (johan baarman) Date: Mon, 18 Aug 2008 10:03:39 +0300 Subject: [rt-users] Rt3.8 package for debian In-Reply-To: <1218843134.4274.7.camel@cyclops.etc.gen.nz> References: <1218843134.4274.7.camel@cyclops.etc.gen.nz> Message-ID: Hi Andrew, Yes, I found your instructions later while browsing the email-archive. Since this is a fresh install I went ahead and upgraded to lenny at the same time. It worked like a charm except when initializing the database. It was complaining that "Can't locate Email/Address.pm in @INC..." I figured it was missing package libemail-address-perl and after starting RT there were also an error about missing Graphviz so I also had to install package libgraphviz-perl. It's running fine now, thanks to your package. Br, Johan On Sat, Aug 16, 2008 at 2:32 AM, Andrew Ruthven wrote: > Hi Johan, > > The packages that Emmanuel Lacour have built only include the required > dependencies for Etch (they're already present for Lenny). > > I've built some RT 3.8.1rc5 packages which I've been using on Lenny. > I've back-ported them to Etch, but haven't tested them on Etch. Feel > free to try using them (you'll need Emmanuel's repo as well for Etch). > Please let me know if there are any issues. > > The lines for your apt sources.list file are: > > deb http://debian.etc.gen.nz etch rt > > or > > deb http://debian.etc.gen.nz lenny rt > > Cheers! > > On Thu, 2008-08-14 at 13:17 +0300, johan baarman wrote: >> Hi, >> >> I'm about to try out the new rt3.8 on debian etch and saw that >> Emmanuel Lacour already built a package for it. Can I install rt3.8 >> directly by that package or is it only for the dependencies? >> >> On 1 Aug 2008, at 8:52 am, Emmanuel Lacour wrote: >> > >> > As I already said here, I made needed packages for etch here: >> > >> > http://rt.easter-eggs.org/debian/ >> > >> > this can help you ;) >> > >> > _ >> >> >> Br, Johan >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > -- > Andrew Ruthven > Wellington, New Zealand > At home: andrew at etc.gen.nz | This space intentionally > | left blank. > From rainer at ultra-secure.de Mon Aug 18 03:24:17 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Mon, 18 Aug 2008 09:24:17 +0200 Subject: [rt-users] Is the path to gpg hardcoded somewhere? In-Reply-To: <589c94400808172134ibc9b9eyeea483ec0d0d15d2@mail.gmail.com> References: <6659D714-0C3C-4C8F-A780-3FD552B52910@ultra-secure.de> <589c94400808172134ibc9b9eyeea483ec0d0d15d2@mail.gmail.com> Message-ID: <48A923A1.1050503@ultra-secure.de> Ruslan Zakirov schrieb: > Use 'call' option in GnuPGOptions in the config. It's not fully > hardcoded, exec system call is used and on my system (linux) it scans > PATH dirs. > > OK, I suspected something like this. But I'm not sure I want to set the www user's PATH so that it sees /usr/local/bin. I've disabled GnuGP in the meantime, because I was unable to set it up completely. I must first read-up on why it insists on using some sort of pin-entry device when I want to create a key... Regards, Rainer From dave.wells at foreshore.net Mon Aug 18 03:58:21 2008 From: dave.wells at foreshore.net (Dave Wells) Date: Mon, 18 Aug 2008 08:58:21 +0100 Subject: [rt-users] Using rt-crontool to send Timed Notifications Message-ID: <3E88364AF578694C9BBFE357115E2EDE03E3D32C@jsy-qr-is.is.foreshore.net> Hi, We are using rt-crontool to send timed notifications based on different criteria either to owners of tickets or queue groups after a period of inactivity in some form. The way we do this is to use RT::Action::RecordComment as the action of rt-crontool to add a comment to the ticket using a template and also email the owner or queue group. However I have been asked if there is any way that everything can run as before with mails being sent to owner/queue group but without the comment on the ticket being added. I have attempted using SendEmail or Notify as the action for rt-crontool but it does not seem to work at all. Does anyone know where i am going wrong or is there a better way to do this? Thanks Dave *************************************************************************************** Any views expressed in this message are those of the individual sender, except where the sender states them to be the views of Foreshore Limited. This e-mail is intended only for the individual or entity to which it is addressed and contains information that is private and confidential. If you are not the intended recipient you are hereby notified that any dissemination, distribution or copying is strictly prohibited. If you have received this e-mail in error please delete it immediately and advise us by return e-mail to hostmaster at foreshore.net -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: 108081808582501801.gif Type: image/gif Size: 1657 bytes Desc: not available URL: From monti.mail at gmail.com Mon Aug 18 05:09:14 2008 From: monti.mail at gmail.com (Monti gmail) Date: Mon, 18 Aug 2008 12:09:14 +0300 Subject: [rt-users] SelfService ticket customization In-Reply-To: References: Message-ID: I am looking for a solution to prevent system messages to be displayed to SelfService users. for example, when a user "takes" a ticket, the following messages is displayed in the ticket log: - Taken - Priority changed to 10 etc. I want SelfService users to see only corespondances to a ticket, not the system messages. is there a way to implement it? thanks, Motti. -------------- next part -------------- An HTML attachment was scrubbed... URL: From richih.mailinglist at gmail.com Mon Aug 18 07:53:53 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 18 Aug 2008 13:53:53 +0200 Subject: [rt-users] RFC: Optional extra fields in ticket creation? Message-ID: <2d460de70808180453x3fee471bn373c41216242db5f@mail.gmail.com> Hi all, when I create tickets, I usually need to go to the ticket just created and assign it a priority & various dependencies. What I would love to have is one of those up/down arrows to click upon which then fold a few extra fields in/out using Javascript. Could others use something like this, as well? Richard From tom at netspot.com.au Mon Aug 18 08:41:41 2008 From: tom at netspot.com.au (Tom Lanyon) Date: Mon, 18 Aug 2008 22:11:41 +0930 Subject: [rt-users] RFC: Optional extra fields in ticket creation? In-Reply-To: <2d460de70808180453x3fee471bn373c41216242db5f@mail.gmail.com> References: <2d460de70808180453x3fee471bn373c41216242db5f@mail.gmail.com> Message-ID: On 18/08/2008, at 9:23 PM, Richard Hartmann wrote: > Hi all, > > when I create tickets, I usually need to go to the ticket just created > and assign it a priority & various dependencies. What I would love to > have is one of those up/down arrows to click upon which then fold > a few extra fields in/out using Javascript. > > Could others use something like this, as well? > > > Richard Hi Richard, To clarify, are you talking about the Quick Create form? The standard Create Ticket page has the "Show basics" / "Show details" links in the upper-right to do what you're asking. Tom From richih.mailinglist at gmail.com Mon Aug 18 09:52:28 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 18 Aug 2008 15:52:28 +0200 Subject: [rt-users] RFC: Optional extra fields in ticket creation? In-Reply-To: References: <2d460de70808180453x3fee471bn373c41216242db5f@mail.gmail.com> Message-ID: <2d460de70808180652h1954c103j4594dd2c90d7bc78@mail.gmail.com> On Mon, Aug 18, 2008 at 14:41, Tom Lanyon wrote: > To clarify, are you talking about the Quick Create form? I am talking about both. The quick create lacks it completely, the normal create has it in an inconvenient place which most users (I know this from experience) don't even see. Richard From Jean-Michel.Barbet at subatech.in2p3.fr Mon Aug 18 10:05:09 2008 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Mon, 18 Aug 2008 16:05:09 +0200 Subject: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0 In-Reply-To: <589c94400808151256qf6ac36cp546a1f8b5e9fdc78@mail.gmail.com> References: <48999A18.7010303@subatech.in2p3.fr> <49002b820808060947l2c4e309dvb666426946e0710@mail.gmail.com> <489B0BC7.4060605@subatech.in2p3.fr> <49002b820808070805v7dc90dd1k9ed9f4d25554c2a2@mail.gmail.com> <489BFD10.8080905@subatech.in2p3.fr> <48A12AA0.2030309@subatech.in2p3.fr> <48A133D5.6000102@subatech.in2p3.fr> <589c94400808151256qf6ac36cp546a1f8b5e9fdc78@mail.gmail.com> Message-ID: <48A98195.9080401@subatech.in2p3.fr> Ruslan Zakirov wrote: > 1) try 3.8.1rc5 > 2) do you upgrade mysql as well? Hi Ruslan, No, I did not try 3.8.1rc5, I am still with 3.8.0. What I am doing is transfering the RT databse from a server under Fedora Core release 2 (Tettnang), MySQL-server-4.0.20-0, RT 3.2.1 to a distinct newly installed server under Scientific Linux SL release 5.2 (Boron) (equivalent to a RHEL 5.2) with mysql-server-5.0.45-7.el5 and RT 3.8.0. Finally I made a satisfying migration by doing the following : 1) dump separately the data and the structure of existing RT3.2.1 database 2) load the structure only on the new RT (not the data) 3) run a scrip that declares the column type to UTF8 for each field that I want to be preserved because it is already in UTF8; do not modify the table default character yet (example for the column "Subject" of table "Attachments" : USE rt3; ALTER TABLE Attachments MODIFY Subject VARBINARY(255) NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY Subject VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL; 4) load the data on the new RT 5) create and run the mySQL upgrade script : perl etc/upgrade/schema.mysql-4.0-4.1-new.pl rt3 rt_user xxxxx > \ mysqlupgrade.sql mysql -u root -p rt3 < mysqlupgrade.sql 6) upgrade the schema : /opt/rt3/sbin/rt-setup-database --dba root \ --prompt-for-dba-password --action upgrade [...] Enter RT version you're upgrading from: 3.2.1 [...] 7) restart server rm -fr /opt/rt3/var/mason_data/obj service httpd restart With this procedure, I am happy :-) Your comments are welcome. Especially, should I use 3.8.1rc5 for production rather than 3.8.0 ? and why ... Thank you very much. JM -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From richih.mailinglist at gmail.com Mon Aug 18 10:07:20 2008 From: richih.mailinglist at gmail.com (Richard Hartmann) Date: Mon, 18 Aug 2008 16:07:20 +0200 Subject: [rt-users] 3.8.1 In-Reply-To: <221B365D-E744-4A92-932E-B2557514AB14@netspot.com.au> References: <7314881427FC8A4081673E8CEEA792490B70D163@EXMIAMI01.compupay.com> <221B365D-E744-4A92-932E-B2557514AB14@netspot.com.au> Message-ID: <2d460de70808180707v4e6e4719kb05e23479193529c@mail.gmail.com> On Mon, Aug 18, 2008 at 01:28, Tom Lanyon wrote: > There's a pile of bug fixes, as far as I can see; it seems to be only > days (if that) away from release, so I'd wait for 3.8.1. 3.8.0 runs great, but yes, you will want to wait for 3.8.1 unless you are desperate. Richard From jpierce at cambridgeenergyalliance.org Mon Aug 18 10:30:39 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 18 Aug 2008 10:30:39 -0400 Subject: [rt-users] Using rt-crontool to send Timed Notifications In-Reply-To: <3E88364AF578694C9BBFE357115E2EDE03E3D32C@jsy-qr-is.is.foreshore.net> References: <3E88364AF578694C9BBFE357115E2EDE03E3D32C@jsy-qr-is.is.foreshore.net> Message-ID: > > > > However I have been asked if there is any way that everything can run as > before with mails being sent to owner/queue group but without the comment on > the ticket being added. I have attempted using SendEmail or Notify as the > action for rt-crontool but it does not seem to work at all. > This seems antithetical to the design of RT. It's meant to log all transactions. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From dave.wells at foreshore.net Mon Aug 18 11:11:33 2008 From: dave.wells at foreshore.net (Dave Wells) Date: Mon, 18 Aug 2008 16:11:33 +0100 Subject: [rt-users] FW: Using rt-crontool to send Timed Notifications Message-ID: <3E88364AF578694C9BBFE357115E2EDE03E3D39A@jsy-qr-is.is.foreshore.net> ________________________________ From: Dave Wells Sent: 18 August 2008 16:02 To: 'Jerrad Pierce' Subject: RE: [rt-users] Using rt-crontool to send Timed Notifications The issue is that we are looking to make our RT installation client facing. Therefore we do not really want comments about slow responses or actions being left on the ticket. ________________________________ From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] Sent: 18 August 2008 15:31 To: Dave Wells Cc: RT users Subject: Re: [rt-users] Using rt-crontool to send Timed Notifications However I have been asked if there is any way that everything can run as before with mails being sent to owner/queue group but without the comment on the ticket being added. I have attempted using SendEmail or Notify as the action for rt-crontool but it does not seem to work at all. This seems antithetical to the design of RT. It's meant to log all transactions. -- Cambridge Energy Alliance: Save money & the planet *************************************************************************************** Any views expressed in this message are those of the individual sender, except where the sender states them to be the views of Foreshore Limited. This e-mail is intended only for the individual or entity to which it is addressed and contains information that is private and confidential. If you are not the intended recipient you are hereby notified that any dissemination, distribution or copying is strictly prohibited. If you have received this e-mail in error please delete it immediately and advise us by return e-mail to hostmaster at foreshore.net -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: 108081816113601701.gif Type: image/gif Size: 1657 bytes Desc: not available URL: From dave.wells at foreshore.net Mon Aug 18 11:13:50 2008 From: dave.wells at foreshore.net (Dave Wells) Date: Mon, 18 Aug 2008 16:13:50 +0100 Subject: [rt-users] Using rt-crontool to send Timed Notifications In-Reply-To: References: <3E88364AF578694C9BBFE357115E2EDE03E3D32C@jsy-qr-is.is.foreshore.net> <3E88364AF578694C9BBFE357115E2EDE03E3D396@jsy-qr-is.is.foreshore.net> Message-ID: <3E88364AF578694C9BBFE357115E2EDE03E3D39C@jsy-qr-is.is.foreshore.net> Umm I didnt know that can you stop specific users or groups from seeing comments. How do you do that? cause it sounds perfect. ________________________________ From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] Sent: 18 August 2008 16:12 To: Dave Wells Subject: Re: [rt-users] Using rt-crontool to send Timed Notifications On Mon, Aug 18, 2008 at 11:01, Dave Wells wrote: The issue is that we are looking to make our RT installation client facing. Therefore we do not really want comments about slow responses or actions being left on the ticket. Are you confusing comments and correspondence? You can control access to comments with ACLs, and the public should indeed never see comments. -- Cambridge Energy Alliance: Save money & the planet *************************************************************************************** Any views expressed in this message are those of the individual sender, except where the sender states them to be the views of Foreshore Limited. This e-mail is intended only for the individual or entity to which it is addressed and contains information that is private and confidential. If you are not the intended recipient you are hereby notified that any dissemination, distribution or copying is strictly prohibited. If you have received this e-mail in error please delete it immediately and advise us by return e-mail to hostmaster at foreshore.net -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: 108081816135403001.gif Type: image/gif Size: 1657 bytes Desc: not available URL: From dave.wells at foreshore.net Mon Aug 18 11:49:13 2008 From: dave.wells at foreshore.net (Dave Wells) Date: Mon, 18 Aug 2008 16:49:13 +0100 Subject: [rt-users] FW: Using rt-crontool to send Timed Notifications In-Reply-To: References: <3E88364AF578694C9BBFE357115E2EDE03E3D39A@jsy-qr-is.is.foreshore.net> Message-ID: <3E88364AF578694C9BBFE357115E2EDE03E3D3A3@jsy-qr-is.is.foreshore.net> It's obvious when its pointed out to you isn't it =) Thanks for the help ________________________________ From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] Sent: 18 August 2008 16:16 To: Dave Wells Subject: Re: [rt-users] FW: Using rt-crontool to send Timed Notifications The issue is that we are looking to make our RT installation client facing. Therefore we do not really want comments about slow responses or actions being left on the ticket. Are you confusing comments and correspondence? You can control access to comments with ACLs, and the public should indeed never see comments. >Umm I didnt know that can you stop specific users or groups from seeing comments. How do you do that? cause it sounds perfect. The rights are CommentOn and ShowTicketComments P.S. You're funky HTML formatted message makes for some awkward editing. -- Cambridge Energy Alliance: Save money & the planet *************************************************************************************** Any views expressed in this message are those of the individual sender, except where the sender states them to be the views of Foreshore Limited. This e-mail is intended only for the individual or entity to which it is addressed and contains information that is private and confidential. If you are not the intended recipient you are hereby notified that any dissemination, distribution or copying is strictly prohibited. If you have received this e-mail in error please delete it immediately and advise us by return e-mail to hostmaster at foreshore.net -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: 108081816491702201.gif Type: image/gif Size: 1657 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 18 12:04:55 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 18 Aug 2008 12:04:55 -0400 Subject: [rt-users] upgrade from 3.6.6 pgsql to 3.8.1rc5 In-Reply-To: References: Message-ID: It turns out that the name of the RT_SystemUser was changed in the database, which lead to the errors below. -kevin On Aug 15, 2008, at 7:58 PM, Miles Scruggs wrote: > I just did an upgrade, everything seems to be working fine, just for > kicks I tried to create a ticket and I get this error: > > Can't call method "HasRight" on an undefined value at /opt/6sq-rt/ > bin/../lib/RT/User_Overlay.pm line 1209. > > > Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ > Exceptions.pm line 129 > HTML::Mason::Exceptions::rethrow_exception('Can\'t call method > "HasRight" on an undefined value at /opt/6sq-rt/bin/../lib/RT/ > User_Overlay.pm line 1209.^J') called at /opt/6sq-rt/bin/../lib/RT/ > User_Overlay.pm line 1209 > RT::User::HasRight('RT::CurrentUser=HASH(0x9fdb868)', 'Right', > 'SeeQueue', 'Object', 'RT::Queue=HASH(0xaa64eb4)') called at /opt/ > 6sq-rt/bin/../lib/RT/Queue_Overlay.pm line 1183 > RT::Queue::HasRight('RT::Queue=HASH(0xaa64eb4)', 'Principal', > 'RT::CurrentUser=HASH(0x9fdb868)', 'Right', 'SeeQueue') called at / > opt/6sq-rt/bin/../lib/RT/Queue_Overlay.pm line 1148 > RT::Queue::CurrentUserHasRight('RT::Queue=HASH(0xaa64eb4)', > 'SeeQueue') called at /opt/6sq-rt/bin/../lib/RT/Queue_Overlay.pm > line 1124 > RT::Queue::_Value('RT::Queue=HASH(0xaa64eb4)', 'Disabled') called > at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line > 424 > DBIx::SearchBuilder::Record::__ANON__('RT::Queue=HASH(0xaa64eb4)') > called at /opt/6sq-rt/bin/../lib/RT/Ticket_Overlay.pm line 288 > RT::Ticket::Create('RT::Ticket=HASH(0xaa64218)', 'TimeEstimated', > '', 'Status', 'new', 'Queue', 'help', 'AdminCc', '', 'MIMEObj', > 'MIME::Entity=HASH(0xaa645b4)', 'Type', 'ticket', 'InitialPriority', > 0, 'Starts', undef, 'TimeWorked', '', 'Requestor', 'someone at somebody.com > ', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'TimeLeft', '', > 'Owner', 10, 'Due', undef) called at /opt/6sq-rt/bin/../lib/RT/ > Interface/Web.pm line 530 > HTML::Mason::Commands::CreateTicket('Attachments', undef, > 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', > 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com', > 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', > 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', > 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', > 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', > 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf- > new', '', 'Content', 'another test ticket on newly upgraded > system.', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at / > opt/6sq-rt/share/html/Ticket/Display.html line 117 > HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', > 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', > 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, > 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', > 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', > 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', > 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', > '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', > 'another test ticket on newly upgraded system.', 'Due', '', > 'TimeWorked-TimeUnits', 'minutes') called at /usr/lib/perl5/ > site_perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML > ::Mason > ::Component > ::run('HTML::Mason::Component::FileBased=HASH(0xaa61f80)', > 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', > 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.comt', > 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', > 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', > 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo- > new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', > 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf- > new', '', 'Content', 'another test ticket on newly upgraded > system.', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at / > usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 > eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm > line 1268 > HTML::Mason::Request::comp(undef, undef, 'TimeEstimated', '', > 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', > '', 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, > 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', > 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', > 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', > 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', > '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', > 'another test ticket on newly upgraded system.', 'Due', '', > 'TimeWorked-TimeUnits', 'minutes') called at /opt/6sq-rt/share/html/ > Ticket/Create.html line 398 > HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', > 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', > 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, > 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', > 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', > 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'TimeLeft- > TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn- > new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', > 'another test ticket on newly upgraded system.', 'TimeWorked- > TimeUnits', 'minutes', 'Due', '') called at /usr/lib/perl5/site_perl/ > 5.8.8/HTML/Mason/Component.pm line 135 > HTML > ::Mason > ::Component > ::run('HTML::Mason::Component::FileBased=HASH(0xab19d18)', > 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', > 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com', > 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', > 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', > 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', > 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', > 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf- > new', '', 'Content', 'another test ticket on newly upgraded > system.', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at / > usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 > eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm > line 1268 > HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '', > 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', > '', 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, > 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', > 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', > 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'TimeLeft- > TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn- > new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', > 'another test ticket on newly upgraded system.', 'TimeWorked- > TimeUnits', 'minutes', 'Due', '') called at /opt/6sq-rt/share/html/ > autohandler line 308 > HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', > 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', > 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, > 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', > 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', > 'new-RefersTo', '', 'FinalPriority', 0, 'TimeLeft', '', 'TimeLeft- > TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn- > new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', > 'another test ticket on newly upgraded system.', 'TimeWorked- > TimeUnits', 'minutes', 'Due', '') called at /usr/lib/perl5/site_perl/ > 5.8.8/HTML/Mason/Component.pm line 135 > HTML > ::Mason > ::Component > ::run('HTML::Mason::Component::FileBased=HASH(0xa523f34)', > 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', > 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com', > 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', > 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', > 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, > 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', > 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf- > new', '', 'Content', 'another test ticket on newly upgraded > system.', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at / > usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 > eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm > line 1268 > HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '', > 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', > '', 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, > 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', > 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', > 'new-RefersTo', '', 'FinalPriority', 0, 'TimeLeft', '', 'TimeLeft- > TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn- > new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', > 'another test ticket on newly upgraded system.', 'TimeWorked- > TimeUnits', 'minutes', 'Due', '') called at /usr/lib/perl5/site_perl/ > 5.8.8/HTML/Mason/Request.pm line 467 > eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm > line 467 > eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm > line 419 > HTML > ::Mason > ::Request::exec('RT::Interface::Web::Request=HASH(0xab0c470)') > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm > line 190 > eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ > CGIHandler.pm line 190 > HTML > ::Mason > ::Request::CGI::exec('RT::Interface::Web::Request=HASH(0xab0c470)') > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm line 342 > HTML::Mason::Interp::exec(undef, undef, 'TimeEstimated', '', > 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', > '', 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, > 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', > 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', > 'new-RefersTo', '', 'FinalPriority', 0, 'TimeLeft', '', 'TimeLeft- > TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn- > new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', > 'another test ticket on newly upgraded system.', 'TimeWorked- > TimeUnits', 'minutes', 'Due', '') called at /usr/lib/perl5/site_perl/ > 5.8.8/HTML/Mason/CGIHandler.pm line 121 > eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ > CGIHandler.pm line 121 > HTML > ::Mason > ::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9ebef38)', > 'HASH(0xa9005e8)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/ > Mason/CGIHandler.pm line 73 > HTML > ::Mason > ::CGIHandler > ::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x9ebef38)', > 'CGI::Fast=HASH(0xa90b1ac)') called at /opt/6sq-rt/bin/ > mason_lighttpd_handler.fcgi line 88 > eval {...} at /opt/6sq-rt/bin/mason_lighttpd_handler.fcgi line 88 > > Cheers > > Miles Scruggs > Wide Ideas | Operations | miles.scruggs at wideideas.com | 509.525.6522 > ext 4880 > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From miles.scruggs at wideideas.com Mon Aug 18 12:22:41 2008 From: miles.scruggs at wideideas.com (Miles Scruggs) Date: Mon, 18 Aug 2008 09:22:41 -0700 Subject: [rt-users] upgrade from 3.6.6 pgsql to 3.8.1rc5 In-Reply-To: References: Message-ID: <3E1BE536-65BD-4318-BC05-4E93B431C13D@wideideas.com> Ya I changed 'RT_System' in the users table in the name column. All the while without reading the comments 20 chars over which say "Do not delete or modify this user. It is integral..." ;) Cheers Miles Scruggs On Aug 18, 2008, at 9:04 AM, Kevin Falcone wrote: > It turns out that the name of the RT_SystemUser was changed in the > database, which > lead to the errors below. > > -kevin > > On Aug 15, 2008, at 7:58 PM, Miles Scruggs wrote: > >> I just did an upgrade, everything seems to be working fine, just for >> kicks I tried to create a ticket and I get this error: >> >> Can't call method "HasRight" on an undefined value at /opt/6sq-rt/ >> bin/../lib/RT/User_Overlay.pm line 1209. >> >> >> Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ >> Exceptions.pm line 129 >> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method >> "HasRight" on an undefined value at /opt/6sq-rt/bin/../lib/RT/ >> User_Overlay.pm line 1209.^J') called at /opt/6sq-rt/bin/../lib/RT/ >> User_Overlay.pm line 1209 >> RT::User::HasRight('RT::CurrentUser=HASH(0x9fdb868)', 'Right', >> 'SeeQueue', 'Object', 'RT::Queue=HASH(0xaa64eb4)') called at /opt/ >> 6sq-rt/bin/../lib/RT/Queue_Overlay.pm line 1183 >> RT::Queue::HasRight('RT::Queue=HASH(0xaa64eb4)', 'Principal', >> 'RT::CurrentUser=HASH(0x9fdb868)', 'Right', 'SeeQueue') called at / >> opt/6sq-rt/bin/../lib/RT/Queue_Overlay.pm line 1148 >> RT::Queue::CurrentUserHasRight('RT::Queue=HASH(0xaa64eb4)', >> 'SeeQueue') called at /opt/6sq-rt/bin/../lib/RT/Queue_Overlay.pm >> line 1124 >> RT::Queue::_Value('RT::Queue=HASH(0xaa64eb4)', 'Disabled') called >> at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line >> 424 >> DBIx::SearchBuilder::Record::__ANON__('RT::Queue=HASH(0xaa64eb4)') >> called at /opt/6sq-rt/bin/../lib/RT/Ticket_Overlay.pm line 288 >> RT::Ticket::Create('RT::Ticket=HASH(0xaa64218)', 'TimeEstimated', >> '', 'Status', 'new', 'Queue', 'help', 'AdminCc', '', 'MIMEObj', >> 'MIME::Entity=HASH(0xaa645b4)', 'Type', 'ticket', 'InitialPriority', >> 0, 'Starts', undef, 'TimeWorked', '', 'Requestor', 'someone at somebody.com >> ', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'TimeLeft', '', >> 'Owner', 10, 'Due', undef) called at /opt/6sq-rt/bin/../lib/RT/ >> Interface/Web.pm line 530 >> HTML::Mason::Commands::CreateTicket('Attachments', undef, >> 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', >> 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com', >> 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', >> 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', >> 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', >> 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', >> 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf- >> new', '', 'Content', 'another test ticket on newly upgraded >> system.', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at / >> opt/6sq-rt/share/html/Ticket/Display.html line 117 >> HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', >> 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', >> 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, >> 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', >> 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', >> 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', >> 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', >> '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', >> 'another test ticket on newly upgraded system.', 'Due', '', >> 'TimeWorked-TimeUnits', 'minutes') called at /usr/lib/perl5/ >> site_perl/5.8.8/HTML/Mason/Component.pm line 135 >> HTML >> ::Mason >> ::Component >> ::run('HTML::Mason::Component::FileBased=HASH(0xaa61f80)', >> 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', >> 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.comt', >> 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', >> 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', >> 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo- >> new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', >> 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf- >> new', '', 'Content', 'another test ticket on newly upgraded >> system.', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at / >> usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 >> eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm >> line 1268 >> HTML::Mason::Request::comp(undef, undef, 'TimeEstimated', '', >> 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', >> '', 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, >> 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', >> 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', >> 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', >> 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', >> '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', >> 'another test ticket on newly upgraded system.', 'Due', '', >> 'TimeWorked-TimeUnits', 'minutes') called at /opt/6sq-rt/share/html/ >> Ticket/Create.html line 398 >> HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', >> 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', >> 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, >> 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', >> 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', >> 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'TimeLeft- >> TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn- >> new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', >> 'another test ticket on newly upgraded system.', 'TimeWorked- >> TimeUnits', 'minutes', 'Due', '') called at /usr/lib/perl5/site_perl/ >> 5.8.8/HTML/Mason/Component.pm line 135 >> HTML >> ::Mason >> ::Component >> ::run('HTML::Mason::Component::FileBased=HASH(0xab19d18)', >> 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', >> 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com', >> 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', >> 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', >> 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', >> 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', >> 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf- >> new', '', 'Content', 'another test ticket on newly upgraded >> system.', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at / >> usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 >> eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm >> line 1268 >> HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '', >> 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', >> '', 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, >> 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', >> 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', >> 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'TimeLeft- >> TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn- >> new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', >> 'another test ticket on newly upgraded system.', 'TimeWorked- >> TimeUnits', 'minutes', 'Due', '') called at /opt/6sq-rt/share/html/ >> autohandler line 308 >> HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', >> 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', '', >> 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, >> 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', >> 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', >> 'new-RefersTo', '', 'FinalPriority', 0, 'TimeLeft', '', 'TimeLeft- >> TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn- >> new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', >> 'another test ticket on newly upgraded system.', 'TimeWorked- >> TimeUnits', 'minutes', 'Due', '') called at /usr/lib/perl5/site_perl/ >> 5.8.8/HTML/Mason/Component.pm line 135 >> HTML >> ::Mason >> ::Component >> ::run('HTML::Mason::Component::FileBased=HASH(0xa523f34)', >> 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', >> 'help', 'AdminCc', '', 'Requestors', 'someone at somebody.com', >> 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', >> 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', >> 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, >> 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', >> 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf- >> new', '', 'Content', 'another test ticket on newly upgraded >> system.', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at / >> usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 >> eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm >> line 1268 >> HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '', >> 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', >> '', 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, >> 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', >> 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', >> 'new-RefersTo', '', 'FinalPriority', 0, 'TimeLeft', '', 'TimeLeft- >> TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn- >> new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', >> 'another test ticket on newly upgraded system.', 'TimeWorked- >> TimeUnits', 'minutes', 'Due', '') called at /usr/lib/perl5/site_perl/ >> 5.8.8/HTML/Mason/Request.pm line 467 >> eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm >> line 467 >> eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm >> line 419 >> HTML >> ::Mason >> ::Request::exec('RT::Interface::Web::Request=HASH(0xab0c470)') >> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm >> line 190 >> eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ >> CGIHandler.pm line 190 >> HTML >> ::Mason >> ::Request::CGI::exec('RT::Interface::Web::Request=HASH(0xab0c470)') >> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm line >> 342 >> HTML::Mason::Interp::exec(undef, undef, 'TimeEstimated', '', >> 'Status', 'new', 'new-DependsOn', '', 'Queue', 'help', 'AdminCc', >> '', 'Requestors', 'someone at somebody.com', 'InitialPriority', 0, >> 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', >> 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', >> 'new-RefersTo', '', 'FinalPriority', 0, 'TimeLeft', '', 'TimeLeft- >> TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn- >> new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', >> 'another test ticket on newly upgraded system.', 'TimeWorked- >> TimeUnits', 'minutes', 'Due', '') called at /usr/lib/perl5/site_perl/ >> 5.8.8/HTML/Mason/CGIHandler.pm line 121 >> eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ >> CGIHandler.pm line 121 >> HTML >> ::Mason >> ::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9ebef38)', >> 'HASH(0xa9005e8)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/ >> Mason/CGIHandler.pm line 73 >> HTML >> ::Mason >> ::CGIHandler >> ::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x9ebef38)', >> 'CGI::Fast=HASH(0xa90b1ac)') called at /opt/6sq-rt/bin/ >> mason_lighttpd_handler.fcgi line 88 >> eval {...} at /opt/6sq-rt/bin/mason_lighttpd_handler.fcgi line 88 >> >> Cheers >> >> Miles Scruggs >> -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2437 bytes Desc: not available URL: From gevans at hcc.net Mon Aug 18 12:45:09 2008 From: gevans at hcc.net (Greg Evans) Date: Mon, 18 Aug 2008 09:45:09 -0700 Subject: [rt-users] Is there a statistic that lists tickets per requestor? In-Reply-To: <4E6EF176-E666-4AAE-AB61-84BC23A045FC@ultra-secure.de> References: <4E6EF176-E666-4AAE-AB61-84BC23A045FC@ultra-secure.de> Message-ID: If you find something like this I would also be interested in it. It would make things very interesting for my reporting and finding serial supportees Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rainer Duffner Sent: Saturday, August 16, 2008 2:26 PM To: RT Users Subject: [rt-users] Is there a statistic that lists tickets per requestor? Hi, I'd like to have statistics that list - per queue - which requestors requested how many tickets. Is that possible? Rainer _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From barnesaw at ucrwcu.rwc.uc.edu Mon Aug 18 12:47:17 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 18 Aug 2008 12:47:17 -0400 Subject: [rt-users] Using rt-crontool to send Timed Notifications In-Reply-To: <3E88364AF578694C9BBFE357115E2EDE03E3D39C@jsy-qr-is.is.foreshore.net> References: <3E88364AF578694C9BBFE357115E2EDE03E3D32C@jsy-qr-is.is.foreshore.net> <3E88364AF578694C9BBFE357115E2EDE03E3D396@jsy-qr-is.is.foreshore.net> <3E88364AF578694C9BBFE357115E2EDE03E3D39C@jsy-qr-is.is.foreshore.net> Message-ID: <48A9A795.104@ucrwcu.rwc.uc.edu> Don't give the general public ShowComment right Dave Wells wrote: > > > Foreshore > > Umm I didnt know that can you stop specific users or groups from > seeing comments. How do you do that? cause it sounds perfect. > > ------------------------------------------------------------------------ > *From:* Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] > *Sent:* 18 August 2008 16:12 > *To:* Dave Wells > *Subject:* Re: [rt-users] Using rt-crontool to send Timed Notifications > > On Mon, Aug 18, 2008 at 11:01, Dave Wells > wrote: > > > The issue is that we are looking to make our RT installation > client facing. > > Therefore we do not really want comments about slow responses or > actions being left on the ticket. > > Are you confusing comments and correspondence? > You can control access to comments with ACLs, > and the public should indeed never see comments. > -- > Cambridge Energy Alliance: Save money & the planet > > > Foreshore Limited > Dave Wells > Senior network engineer > T: +44 (0) 1534 752300 > F: +44 (0) 1534 752301 > E: dave.wells at foreshore.net > W: www.foreshore.net > > > This email has been scanned for viruses and spam by Foreshore?s email > security system, Mimecast Offshore. Please visit the email security > section of our > website for more information. > > Any views expressed in this message are those of > dave.wells at foreshore.net, except where dave.wells at foreshore.net states > them to be the views of Foreshore Limited. The information contained > in this communication from dave.wells at foreshore.net, is confidential > and may be legally privileged. It is intended solely for > rt-users at lists.bestpractical.com and others authorised to receive it. > If you are rt-users at lists.bestpractical.com you are hereby notified > that any dissemination, distribution, copying or taking action in > reliance of the contents of this information is strictly prohibited > and may be unlawful. If you have received this email in error please > delete it immediately and advise us by return email to > hostmaster at foreshore.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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From fpercynski at hdms.com Mon Aug 18 13:40:37 2008 From: fpercynski at hdms.com (Percynski, Fred) Date: Mon, 18 Aug 2008 13:40:37 -0400 Subject: [rt-users] Able to login with fake password Message-ID: <18469113.1219081239491.JavaMail.root@securemail.hdms.com> I get an error each time I try to login to RT. And even worse, I found that I can login with a fake password. ------- Start of error message ----- 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: unable to open file 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 Can't use an undefined value as an ARRAY reference at /opt/rt3/local/lib/RT/User_Vendor.pm line 56. Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t use an undefined value as an ARRAY reference at /opt/rt3/local/lib/RT/User_Vendor.pm line 56.^J') called at /opt/rt3/local/lib/RT/User_Vendor.pm line 56 RT::User::IsExternalPassword('RT::User=HASH(0xb9690c0)', 'boguspassword') called at /opt/rt3/local/lib/RT/User_Vendor.pm line 359 RT::User::IsPassword('RT::User=HASH(0xb9690c0)', 'boguspassword') called at /opt/rt3/lib/RT/CurrentUser.pm line 309 RT::CurrentUser::IsPassword('RT::CurrentUser=HASH(0xb990af4)', 'boguspassword') called at /opt/rt3/share/html/autohandler line 247 HTML::Mason::Commands::__ANON__('pass', 'boguspassword', 'user', 'fpercynski') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb3 6f2c0)', 'pass', 'boguspassword', 'user', 'fpercynski') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'boguspassword', 'user', 'fpercynski') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb 99677c)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH andler=HASH(0xb99677c)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H ASH(0x9f95b18)', 'Apache2::RequestRec=SCALAR(0xb9568a0)') called at /opt/rt3/bin/webmux.pl line 125 eval {...} at /opt/rt3/bin/webmux.pl line 125 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb9568a0)') called at -e line 0 eval {...} at -e line 0 ------- End of error message ----- In the above error message the word "boguspassword" is the plain text representation of the password that I typed in. Which is not my real password and should not allow me to login. But if I press F5 in my browser and resubmit the information I am then successfully logged in to RT under my account. Obviously I have configured something in a bad way. But I can't figure out what. About two months ago I was trying to get RT to authenticate against Active Directory. I tried to install RT::Authen::ExternalAuth but it never finished successfully. Nonetheless part of the installation must have worked because I have an $RTHOME/local/etc/Authen-ExternalAuth/ directory. Searching the archives makes me believe the error message above is in some way related to external authentication. I have not manually modified $RTHOME/etc/RT_SiteConfig.pm in any way to use external authentication. RT version is 3.6.6 - The information contained in this message is privileged and confidential. It is intended only for the recipient or entity listed above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this message is strictly prohibited. If you have received this message in error, please notify the sender immediately by replying to the message and promptly deleting it from your computer. Thank you. Health Data Management Solutions. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Aug 18 13:59:06 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 18 Aug 2008 13:59:06 -0400 Subject: [rt-users] Able to login with fake password In-Reply-To: <18469113.1219081239491.JavaMail.root@securemail.hdms.com> References: <18469113.1219081239491.JavaMail.root@securemail.hdms.com> Message-ID: On Aug 18, 2008, at 1:40 PM, Percynski, Fred wrote: > error: Can't use an undefined value as an ARRAY reference at /opt/ > rt3/local/lib/RT/User_Vendor.pm line 56. Fred, Looks like you've installed a custom RT extension. What did you install? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ams at kreditor.se Mon Aug 18 15:07:34 2008 From: ams at kreditor.se (Alfred M. Szmidt) Date: Mon, 18 Aug 2008 21:07:34 +0200 Subject: [rt-users] rt-shredder cli Message-ID: Hi! How on earth does one use the rt-shredder utility? There is an example: | rt-shredder --plugin 'Tickets=status,deleted;queue,general' But according to `rt-shredder --plugin help-Tickets', queue, status have been dropped infavour of queue: | Arguments `queue', `status' and `updated_before' have been dropped as | you can easy make the same search with the `query' option. See examples | above. Cheers, Alfred. From curtisb at vianet.ca Mon Aug 18 15:43:22 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Mon, 18 Aug 2008 15:43:22 -0400 Subject: [rt-users] rt-shredder cli In-Reply-To: References: Message-ID: <48A9D0DA.80300@vianet.ca> Alfred M. Szmidt wrote: > Hi! > > How on earth does one use the rt-shredder utility? There is an example: > > | rt-shredder --plugin 'Tickets=status,deleted;queue,general' > > But according to `rt-shredder --plugin help-Tickets', queue, status > have been dropped infavour of queue: > > | Arguments `queue', `status' and `updated_before' have been dropped as > | you can easy make the same search with the `query' option. See > examples > | above. > > Cheers, Alfred. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > It's almost the same, query, (sql).. here's an example of my Spam Queue with a date limit, record limit still works the same. I agree there should be a bit more explanation, I had to look at the source to get a better idea. rt-shredder --plugin "Tickets=query,Queue = 'Spam' AND LastUpdated < '$SDATE';limit,$SLIMIT" --sqldump $ARCHIVEPATH/spam-$DATE.sql --force Curtis From fpercynski at hdms.com Mon Aug 18 15:51:10 2008 From: fpercynski at hdms.com (Percynski, Fred) Date: Mon, 18 Aug 2008 15:51:10 -0400 Subject: [rt-users] Able to login with fake password In-Reply-To: References: <18469113.1219081239491.JavaMail.root@securemail.hdms.com> Message-ID: <24245498.1219089070830.JavaMail.root@securemail.hdms.com> The last changes I was making was to get external authentication to Active Directory working. I tried installing RT::Authen::ExternalAuth but it never finished successfully. I did install Bundle::Net::LDAP sucessfully. ________________________________ From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Monday, August 18, 2008 1:59 PM To: Percynski, Fred Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Able to login with fake password On Aug 18, 2008, at 1:40 PM, Percynski, Fred wrote: error: Can't use an undefined value as an ARRAY reference at /opt/rt3/local/lib/RT/User_Vendor.pm line 56. Fred, Looks like you've installed a custom RT extension. What did you install? - The information contained in this message is privileged and confidential. It is intended only for the recipient or entity listed above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this message is strictly prohibited. If you have received this message in error, please notify the sender immediately by replying to the message and promptly deleting it from your computer. Thank you. Health Data Management Solutions. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ocraig at stillsecure.com Mon Aug 18 17:00:41 2008 From: ocraig at stillsecure.com (Ole Craig) Date: Mon, 18 Aug 2008 15:00:41 -0600 Subject: [rt-users] Default status' for queue lists. In-Reply-To: <48A5AD95.8070300@vianet.ca> References: <48A5AD95.8070300@vianet.ca> Message-ID: <1219093241.9596.134.camel@ook.latis.com> Curtis - I don't think there's a config option for this; it's hardcoded into the Quicksearch element. I needed to do something similar, but in my case, it was *adding* some statuses to the quicksearch queue listing (we use a couple of extra non-default states: pendres for 'pending resolution', 'developmt' for escalations to Engineering, &etc.) I ended up by copying share/html/Elements/Quicksearch to local/html/Elements, and then editing the copy. (It's a really simple change, as RT customizations go.) # diff -NauBb share/html/Elements/Quicksearch local/html/Elements/Quicksearch --- share/html/Elements/Quicksearch 2008-08-15 18:53:03.000000000 -0600 +++ local/html/Elements/Quicksearch 2008-08-13 12:41:54.000000000 -0600 @@ -53,6 +53,9 @@ queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists $unwanted->{$_->Name} }, conditions => [ {cond => "Status = 'new'", name => loc ('new') }, {cond => "Status = 'open'", name => loc ('open') }, + {cond => "Status = 'pending'", name => loc ('pending') }, + {cond => "Status = 'developmt'", name => loc ('developmt') }, + {cond => "Status = 'pendres'", name => loc ('pendres') }, {cond => "Status = 'stalled'", name => loc ('stalled') }] &> - /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com On Fri, 2008-08-15 at 12:23 -0400, Curtis Bruneau wrote: > In the Quick Search queue listing on RT at a Glance is there a way to > change the default status' that is searched? It individually shows > new/open/stalled and the queue link itself has all three.. I would > like > to exclude stalled from the main link. I know I could achieve this > editing files but just wondering if there was a configuration way. > Our > 3.4 excluded stalled ( i don't know if this is custom or not, I > didn't > originally set it up ). From curtisb at vianet.ca Mon Aug 18 17:06:21 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Mon, 18 Aug 2008 17:06:21 -0400 Subject: [rt-users] Default status' for queue lists. In-Reply-To: <1219093241.9596.134.camel@ook.latis.com> References: <48A5AD95.8070300@vianet.ca> <1219093241.9596.134.camel@ook.latis.com> Message-ID: <48A9E44D.60507@vianet.ca> Ole Craig wrote: > Curtis - > I don't think there's a config option for this; it's hardcoded into > the Quicksearch element. I needed to do something similar, but in my > case, it was *adding* some statuses to the quicksearch queue listing (we > use a couple of extra non-default states: pendres for 'pending > resolution', 'developmt' for escalations to Engineering, &etc.) > > I ended up by copying share/html/Elements/Quicksearch to > local/html/Elements, and then editing the copy. (It's a really simple > change, as RT customizations go.) > > # diff -NauBb share/html/Elements/Quicksearch local/html/Elements/Quicksearch > --- share/html/Elements/Quicksearch 2008-08-15 18:53:03.000000000 -0600 > +++ local/html/Elements/Quicksearch 2008-08-13 12:41:54.000000000 -0600 > @@ -53,6 +53,9 @@ > queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists $unwanted->{$_->Name} }, > conditions => [ {cond => "Status = 'new'", name => loc ('new') }, > {cond => "Status = 'open'", name => loc ('open') }, > + {cond => "Status = 'pending'", name => loc ('pending') }, > + {cond => "Status = 'developmt'", name => loc ('developmt') }, > + {cond => "Status = 'pendres'", name => loc ('pendres') }, > {cond => "Status = 'stalled'", name => loc ('stalled') }] &> > > > > > > - > /Ole Craig > Security Engineer > Team lead, customer support > > ocraig at stillsecure.com > 303-381-3802 main support line > 303-381-3824 my voicemail > 303-381-3880 fax > > www.stillsecure.com > > > On Fri, 2008-08-15 at 12:23 -0400, Curtis Bruneau wrote: > >> In the Quick Search queue listing on RT at a Glance is there a way to >> change the default status' that is searched? It individually shows >> new/open/stalled and the queue link itself has all three.. I would >> like >> to exclude stalled from the main link. I know I could achieve this >> editing files but just wondering if there was a configuration way. >> Our >> 3.4 excluded stalled ( i don't know if this is custom or not, I >> didn't >> originally set it up ). >> Thanks yeah, I figured as much .. I ended up making my own version in local/html/Elements/QuickSummary .. that's the one I had in mind I was able to remove the stalled from the Queue link. % my $all_q = $queue_cond . "(Status = 'open' OR Status = 'new')"; Curtis From falcone at bestpractical.com Mon Aug 18 17:09:23 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 18 Aug 2008 17:09:23 -0400 Subject: [rt-users] [Rt-announce] RT 3.8.1 Message-ID: <0E8D55ED-2326-4F34-B4B8-EF9FF6F2FF87@bestpractical.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'm pleased to announce the latest release of RT 3.8. This update contains important bugfixes and some minor functionality improvements. You can download this release from: http://download.bestpractical.com/pub/rt/release/rt-3.8.1.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.8.1.tar.gz.sig 47b808d13834a27c1323c73eb41ac22f9d7fb323 rt-3.8.1.tar.gz 6a9151e00b94954df946114f6e0950f830cf6a3e rt-3.8.1.tar.gz.sig A Changelog follows - -kevin * [SECURITY] fixes html injection via user's properties * Better support for installation on solaris and freebsd (non gnu make) * Updates to documentation and scripts for upgrading from mysql 4.0 * Updated upgrade documentation for the new Queue Tag and bookmarks features. * Multiple bugs in iCal support fixed * Backwards compatibility fixes for extensions developed against 3.6 A more complete list is below Fixes * Avoid possible corruption of $_ in Mail Plugins [ruz] * Fix Bulk Update and limited searches [jacky] * Added backwards compatibility fixes for Email::Address vs Mail::Address [kevin] * Fix Makefile to be more compatible with non-gnu make (freebsd) [ruz] * [SECURITY]: Fixed html injection via user's properties * Fix adding of Watchers using usernames instead of Emails [kevin] * Remove confusing buttons from WYSIWIG editor * Fix JS Editing Widget for Replies under IE [kevin] * Fixed emails squelching. In RT 3.8.0 user may receive notification even if he has been black listed. [ruz] * Some parts in templates could be localized using language preferences defined in the browser of first visitor [ruz] * Fixed issue with internatinal values of header fields in ticket's history when ticket is created via UI [ruz] * Fix encryption of attachments using inline format [Juan C. Montes] * Undefs may end up in callbacks cache, try to prevent them. [ruz] * Fix compatibility with mod_perl2 [ruz] * Make shrink_cgm_table.pl utility from etc/upgrade/ less memory hungry, load only 1000 records at once [ruz] * Multiple fixes in new 'plugins' functionality. [ruz, kevin] * Fix autocomplete custom field with one value [kevin] * Multiple fixes in etc/upgrade/schema.mysql-4.0-4.1.pl ** fix issues with NOT NULL DEFAULT NULL [Mathieu Longtin] ** Bump required version of DBD::mysql * Right after connect execute SET NAMES on mysql 4.1 and newer * Fixed Queues.html link in Tabs for Admin/Global/CustomFields. [elacour] * Don't add additional line endings in ticket history contents if using PlainTextPre display [elacour] * Take care of $OldestTransactionsFirst when taging transactions as last one with "lasttrans" in ticket history [elacour, Eynat Nir Mishor] * Various tiny fixes in web installer [sunnavy, ruz] * Make the height of navigation box adjust itself when there is more than one line of items [elacour] * Don't install anything if it's 'inplace' layout [ruz] * Fix disappearing bookmarks after ticket merges [ruz] * In 3.8.0 searches for bookmarks were implemented as invalid TicketSQL so it was not possible to adjust global format of 'Bookmarked Tickets' search or use it bookmarks in other searches. New syntax has been implemented "id = '__Bookmarked__'" that can be used. Read UPGRADING for more info. [ruz, kevin] * Fix handling of relative dates entered by user vs. timezones [ruz] * Multiple fixes in iCal feeds [kevin] * CF->Queue method has been deprecated and deleted, but there was still a call in the code. [ruz] * Fix invocations of install and find commands, installation should start working again on some systems [elacour] * Ship the latest install-sh from AM 1.10 [elacour] * make iCal date fomatter consistent with other formatters [ruz] * Return some backward compatibility in /Elements/ListActions for extensions [ruz] * Change submit Label to be "Modify" when editing an existing template [elacour] * Don't hide the footer in dashboard renders [sartak] New * Added support for external links in tabs and targets * add a new callback before ticket creation so you can implement custom validation or stop creation for another reason. [kevin] * Missing documentation to externalauth configuration variable in bin/rt and make it possible to set it via ENV [elacour] * Merged method in RT::Ticket [ruz] Docs * Updated UPGRADING, READING, UPGRADING.mysql [ruz, kevin] * Updated docs/queue_subject_tag.pod [ruz, Richard Hartmann] * Default layout is relative these days [ruz] * Tests coverage instructions [clkao] * Fixed some typos here and there [kevin, spang] Translations * Updated Japanese translation. [Shinji R. Yamane] * Updated Russian translation. [Andrew Kornilov] Tests * Clean ups in shredder's tests [kevin, spang] * More fixes for parallel testing [spang] * Output mail to tempfile instead of default /mailer.testfile when using the 'testfile' [spang] -----BEGIN PGP SIGNATURE----- Version: GnuPG v2.0.8 (Darwin) iEYEARECAAYFAkip5QoACgkQ0+gKWp5CJQqhVgCeNott49niLthSVL9PJFZt2g3+ 6Z8AoIqVVa2ZBgnC7jqHF+NVOgRZVWd1 =IWs1 -----END PGP SIGNATURE----- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From rainer at ultra-secure.de Mon Aug 18 18:23:56 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Tue, 19 Aug 2008 00:23:56 +0200 Subject: [rt-users] Silly question - what does the star mean in rt3.8.1? Message-ID: <47E74514-F9E1-4992-B78C-FCEBE36C9F90@ultra-secure.de> Hi, in the new version, each ticket has a star on the top right corner of the ticket-view that can be "activated" or "deactivated". What purpose is that feature for? This may sound silly, but I don't "get" it and there's no tooltip about it ;-) 3.8.1 is working quite well so far - I installed the RC5 over the weekend and helpdesk staff hasn't complained about anything, except maybe that styling is now a bit too gray for some tastes. Going back to the 3.4 design is really painful, though ;-) Regards, Rainer From curtisb at vianet.ca Mon Aug 18 19:08:45 2008 From: curtisb at vianet.ca (CURTIS BRUNEAU) Date: Mon, 18 Aug 2008 19:08:45 -0400 Subject: [rt-users] Default status' for queue lists. In-Reply-To: <48A9E44D.60507@vianet.ca> References: <48A5AD95.8070300@vianet.ca> <1219093241.9596.134.camel@ook.latis.com> <48A9E44D.60507@vianet.ca> Message-ID: <20080818230845.9C3B616A0@ms1.vianet.ca> Curtis Bruneau writes: > Ole Craig wrote: >> Curtis - >> I don't think there's a config option for this; it's hardcoded into >> the Quicksearch element. I needed to do something similar, but in my >> case, it was *adding* some statuses to the quicksearch queue listing (we >> use a couple of extra non-default states: pendres for 'pending >> resolution', 'developmt' for escalations to Engineering, &etc.) >> >> I ended up by copying share/html/Elements/Quicksearch to >> local/html/Elements, and then editing the copy. (It's a really simple >> change, as RT customizations go.) >> >> # diff -NauBb share/html/Elements/Quicksearch local/html/Elements/Quicksearch >> --- share/html/Elements/Quicksearch 2008-08-15 18:53:03.000000000 -0600 >> +++ local/html/Elements/Quicksearch 2008-08-13 12:41:54.000000000 -0600 >> @@ -53,6 +53,9 @@ >> queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists $unwanted->{$_->Name} }, >> conditions => [ {cond => "Status = 'new'", name => loc ('new') }, >> {cond => "Status = 'open'", name => loc ('open') }, >> + {cond => "Status = 'pending'", name => loc ('pending') }, >> + {cond => "Status = 'developmt'", name => loc ('developmt') }, >> + {cond => "Status = 'pendres'", name => loc ('pendres') }, >> {cond => "Status = 'stalled'", name => loc ('stalled') }] &> >> >> >> >> >> >> - >> /Ole Craig >> Security Engineer >> Team lead, customer support >> >> ocraig at stillsecure.com >> 303-381-3802 main support line >> 303-381-3824 my voicemail >> 303-381-3880 fax >> >> www.stillsecure.com >> >> >> On Fri, 2008-08-15 at 12:23 -0400, Curtis Bruneau wrote: >> >>> In the Quick Search queue listing on RT at a Glance is there a way to >>> change the default status' that is searched? It individually shows >>> new/open/stalled and the queue link itself has all three.. I would >>> like >>> to exclude stalled from the main link. I know I could achieve this >>> editing files but just wondering if there was a configuration way. >>> Our >>> 3.4 excluded stalled ( i don't know if this is custom or not, I >>> didn't >>> originally set it up ). >>> > Thanks yeah, I figured as much .. I ended up making my own version in > local/html/Elements/QuickSummary .. that's the one I had in mind I was > able to remove the stalled from the Queue link. > > % my $all_q = $queue_cond . "(Status = 'open' OR Status = 'new')"; > > Curtis > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com Sorry I meant local/html/Elements/QueueSummary From grahamb at sfu.ca Mon Aug 18 19:30:04 2008 From: grahamb at sfu.ca (Graham Ballantyne) Date: Mon, 18 Aug 2008 16:30:04 -0700 Subject: [rt-users] Silly question - what does the star mean in rt3.8.1? In-Reply-To: <47E74514-F9E1-4992-B78C-FCEBE36C9F90@ultra-secure.de> References: <47E74514-F9E1-4992-B78C-FCEBE36C9F90@ultra-secure.de> Message-ID: <60B6013F-E0E8-4D57-B94D-5636CB4E008D@sfu.ca> The star is a bookmark. You can have a saved search on your home page that shows all bookmarked tickets. On 18-Aug-08, at 15:23 , Rainer Duffner wrote: > Hi, > > in the new version, each ticket has a star on the top right corner of > the ticket-view that can be "activated" or "deactivated". > What purpose is that feature for? > > This may sound silly, but I don't "get" it and there's no tooltip > about it ;-) > > 3.8.1 is working quite well so far - I installed the RC5 over the > weekend and helpdesk staff hasn't complained about anything, except > maybe that styling is now a bit too gray for some tastes. > Going back to the 3.4 design is really painful, though ;-) > > > > Regards, > Rainer > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Graham Ballantyne grahamb at sfu.ca Institutional, Collaborative & Academic Technologies IT Services Simon Fraser University Burnaby, BC V5A 1S6 www.sfu.ca/icat From ocraig at stillsecure.com Mon Aug 18 20:34:02 2008 From: ocraig at stillsecure.com (Ole Craig) Date: Mon, 18 Aug 2008 18:34:02 -0600 Subject: [rt-users] 3.8.1rc5: dashboard subscription problems Message-ID: <1219106042.9596.193.camel@ook.latis.com> I've been salivating over one of the new additions Jesse described in the RT 3.8 announcement: "Here at Best Practical, we used this feature to send daily updates on the progress of the RT 3.8 release to the whole team -- complete with a list of open critical issues and a recap of all the issues resolved in the past day." But I can't seem to get it working. Is installation of RT::CronTool required? Problem 1: I've configured a subscription on a 'Personal Dashboard' with a single saved search (all open tickets) to be sent to me at 2pm (1400) daily. I've tried leaving the email address blank and I've tried explicitly specifying an address; likewise, I've also tried specifying GMT instead of local time. Regardless, mail never gets sent, and I can't find any log entries that would appear to explain why. I've tried leaving the email address blank and I've tried explicitly specifying an address. The only Dashboard-related log entry I see at all occurs on creation of a new Dashboard: Aug 18 17:36:06 snafu RT: No privacy provided to RT::Dashboard=HASH(0xbeb4134)->_CurrentUserCan RT_Siteconfig has: Set($LogToSyslog , 'debug'); Problem 2: No matter what day I set for a weekly subscription, the Dashboards summary screen shows it as being Monday. (If I click on the link titled "weekly (on Monday) at 12:00" I am taken to the "modify the subscription" screen which does show e.g. Thursday in the dropdown, so this may be a purely cosmetic bug... but because of Problem 1 I don't know for sure. :-) * RT 3.8.1rc5 * RTFM 2.2.1 * mysql 4.1.20 * perl 5.8.5, * DBIx::SearchBuilder 1.54 * x86 CentOS 4.6. Thanks for any guidance anyone can offer, Ole PS. I just *knew* that as soon as I installed a release candidate, BP would come out with 3.8.1 final. :-/ - /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com From jesse at bestpractical.com Mon Aug 18 20:40:05 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 18 Aug 2008 20:40:05 -0400 Subject: [rt-users] 3.8.1rc5: dashboard subscription problems In-Reply-To: <1219106042.9596.193.camel@ook.latis.com> References: <1219106042.9596.193.camel@ook.latis.com> Message-ID: <342F130E-1610-4AC3-AA1D-9295C502B2D9@bestpractical.com> > Problem 1: > I've configured a subscription on a 'Personal Dashboard' with a single > saved search (all open tickets) to be sent to me at 2pm (1400) daily. > I've tried leaving the email address blank and I've tried explicitly > specifying an address; likewise, I've also tried specifying GMT > instead > of local time. Regardless, mail never gets sent, and I can't find any > log entries that would appear to explain why. I've tried leaving the > email address blank and I've tried explicitly specifying an address. > Did you set up the cron jobs as described in the README? > From ocraig at stillsecure.com Mon Aug 18 20:52:38 2008 From: ocraig at stillsecure.com (Ole Craig) Date: Mon, 18 Aug 2008 18:52:38 -0600 Subject: [rt-users] 3.8.1rc5: dashboard subscription problems In-Reply-To: <342F130E-1610-4AC3-AA1D-9295C502B2D9@bestpractical.com> References: <1219106042.9596.193.camel@ook.latis.com> <342F130E-1610-4AC3-AA1D-9295C502B2D9@bestpractical.com> Message-ID: <1219107158.9596.200.camel@ook.latis.com> On Mon, 2008-08-18 at 20:40 -0400, Jesse Vincent wrote: > Did you set up the cron jobs as described in the README? Jesse - Boy, is my face red. Nope, once I was finished with the upgrade section and had what appeared to be a functional system, I left the README. I beg forgiveness for not R'ing TFM in its entirety. (Although it might be nice to put a pointer into the section titled "If you're upgrading from RT 3.0 or newer". At the very least, you might get fewer questions from hasty idiots like yours truly. :-) Is there anything in 3.8.1 that's not in rc5 for which I'll be kicking myself if I don't upgrade again? Many thanks, Ole - /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com From david.hobley at mionegroup.com Mon Aug 18 21:32:09 2008 From: david.hobley at mionegroup.com (David Hobley) Date: Tue, 19 Aug 2008 11:32:09 +1000 (EST) Subject: [rt-users] RT38 not maintaining authentication (with RT::Authen::ExternalAuth) In-Reply-To: <7489019.371601219109402562.JavaMail.root@mail.onegrp.com> Message-ID: <28983200.371661219109529694.JavaMail.root@mail.onegrp.com> All, I am just testing the new RT 3.8.1 prior to rolling it out to the users here. I have configured ExternalAuth to use our LDAP server (only) and now while I can successfully log in, everytime I click on anything it takes me back to the login screen. I note on the Wiki that Mike talks about RT::Authen::CookieAuth with regards keeping the session logged in, but I didn't think I should need this? I thought the base RT maintained logged in status? Any pointers as to where I could look to work out what is happening? -- Cheers, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From kaa at beirel.ru Mon Aug 18 21:50:38 2008 From: kaa at beirel.ru (Alexander Kubatkin) Date: Tue, 19 Aug 2008 05:50:38 +0400 Subject: [rt-users] problem with upgrade rt 3.6.7->3.8.1rc4 In-Reply-To: References: <200808151002.44142.kaa@beirel.ru> Message-ID: <200808190550.39644.kaa@beirel.ru> > On Aug 15, 2008, at 8:02 AM, Alexander Kubatkin wrote: > > Hello. > > > > My RT-3.6.7 working fine under FreeBSD 7-STABLE x86_64 with: > > 1. Apache 2.2.8 > > 2. mod_perl2-2.0.3_3,3 > > 3. MySQL 5.0.51-log > > 4. all p5 and other packages from lastest FreeBSD ports > > current database 2 years old and have size ~500MB and attachments > > have 112888 elements > > Alexander, can you tell us if anything shows up in the mysql error > logs? Also, what version of DBD::mysql do you have installed? any idea in wich way to move? i also try to clean install (3.8.1 release) in differnet db on same host and i got following: ----- # make initialize-database /usr/bin/perl 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: Working with: Type: mysql Host: localhost Name: rt3_2 User: rt_user DBA: root Now creating a mysql database rt3_2 for RT. Done. Now populating database schema. Done. Now inserting database ACLs Granting access to rt_user@'localhost' on rt3_2. Done. Now inserting RT core system objects [Tue Aug 19 01:39:41 2008] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) [Tue Aug 19 01:39:41 2008] [warning]: RT::Handle=HASH(0x297fae8) couldn't execute the query 'INSERT INTO GroupMembers (GroupId, MemberId) VALUES (?, ?)' at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x297fae8)', 'INSERT INTO GroupMembers (GroupId, MemberId) VALUES (?, ?)', 2, 1) called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 353 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x297fae8)', 'GroupMembers', 'GroupId', 2, 'MemberId', 1) called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm line 36 DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x297fae8)', 'GroupMembers', 'GroupId', 2, 'MemberId', 1) called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1293 DBIx::SearchBuilder::Record::Create('RT::GroupMember=HASH(0x306e568)', 'GroupId', 2, 'MemberId', 1) called at /usr/local/rt3/lib/RT/Record.pm line 289 RT::Record::Create('RT::GroupMember=HASH(0x306e568)', 'GroupId', 2, 'MemberId', 1) called at /usr/local/rt3/lib/RT/GroupMember_Overlay.pm line 251 RT::GroupMember::_StashUser('RT::GroupMember=HASH(0x306e568)', 'Group', 'RT::Principal=HASH(0x30478b8)', 'Member', 'RT::Principal=HASH(0x2f5ff78)') called at /usr/local/rt3/lib/RT/Group_Overlay.pm line 524 RT::Group::_CreateACLEquivalenceGroup('RT::Group=HASH(0x3004fa8)', 'RT::Principal=HASH(0x2f5ff78)') called at /usr/local/rt3/lib/RT/User_Overlay.pm line 397 RT::User::_BootstrapCreate('RT::User=HASH(0x2f601d8)', 'Name', 'RT_System', 'RealName', 'The RT System itself', 'Comments', 'Do not delete or modify this user. It is integral to RT\'s in...', 'Creator', 1, ...) called at /usr/local/rt3/lib/RT/Handle.pm line 556 RT::Handle::InsertInitialData('RT::Handle=HASH(0x297fae8)') called at sbin/rt-setup-database line 240 main::action_coredata('prompt-for-dba-password', 1, 'action', 'init', 'dba', 'root') called at sbin/rt-setup-database line 166 (/usr/local/lib/perl5/5.8.8/Carp.pm:272) [Tue Aug 19 01:39:41 2008] [crit]: Couldn't add the user to his own acl equivalence group: (/usr/local/rt3/lib/RT/Group_Overlay.pm:528) [Tue Aug 19 01:39:42 2008] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) [Tue Aug 19 01:39:42 2008] [warning]: RT::Handle=HASH(0x297fae8) couldn't execute the query 'DELETE FROM Groups WHERE id=? ' at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x297fae8)', 'DELETE FROM Groups WHERE id=? ', 2) called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1326 DBIx::SearchBuilder::Record::__Delete('RT::Group=HASH(0x3004fa8)') called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record/Cachable.pm line 152 DBIx::SearchBuilder::Record::Cachable::__Delete('RT::Group=HASH(0x3004fa8)') called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1306 DBIx::SearchBuilder::Record::Delete('RT::Group=HASH(0x3004fa8)') called at /usr/local/rt3/lib/RT/Record.pm line 115 RT::Record::Delete('RT::Group=HASH(0x3004fa8)') called at /usr/local/rt3/lib/RT/Group_Overlay.pm line 530 RT::Group::_CreateACLEquivalenceGroup('RT::Group=HASH(0x3004fa8)', 'RT::Principal=HASH(0x2f5ff78)') called at /usr/local/rt3/lib/RT/User_Overlay.pm line 397 RT::User::_BootstrapCreate('RT::User=HASH(0x2f601d8)', 'Name', 'RT_System', 'RealName', 'The RT System itself', 'Comments', 'Do not delete or modify this user. It is integral to RT\'s in...', 'Creator', 1, ...) called at /usr/local/rt3/lib/RT/Handle.pm line 556 RT::Handle::InsertInitialData('RT::Handle=HASH(0x297fae8)') called at sbin/rt-setup-database line 240 main::action_coredata('prompt-for-dba-password', 1, 'action', 'init', 'dba', 'root') called at sbin/rt-setup-database line 166 (/usr/local/lib/perl5/5.8.8/Carp.pm:272) [Tue Aug 19 01:39:42 2008] [warning]: Use of uninitialized value in subroutine entry at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1328. (/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:1328) [Tue Aug 19 01:39:42 2008] [warning]: Attempted to rollback a transaction with none in progress at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 747 DBIx::SearchBuilder::Handle::EndTransaction('RT::Handle=HASH(0x297fae8)', 'Action', 'rollback', 'Force', 'undef') called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 795 DBIx::SearchBuilder::Handle::Rollback('RT::Handle=HASH(0x297fae8)') called at /usr/local/rt3/lib/RT/User_Overlay.pm line 400 RT::User::_BootstrapCreate('RT::User=HASH(0x2f601d8)', 'Name', 'RT_System', 'RealName', 'The RT System itself', 'Comments', 'Do not delete or modify this user. It is integral to RT\'s in...', 'Creator', 1, ...) called at /usr/local/rt3/lib/RT/Handle.pm line 556 RT::Handle::InsertInitialData('RT::Handle=HASH(0x297fae8)') called at sbin/rt-setup-database line 240 main::action_coredata('prompt-for-dba-password', 1, 'action', 'init', 'dba', 'root') called at sbin/rt-setup-database line 166 (/usr/local/lib/perl5/5.8.8/Carp.pm:272) [Tue Aug 19 01:39:42 2008] [crit]: Couldn't stash the user in groupmembers (/usr/local/rt3/lib/RT/User_Overlay.pm:401) Couldn't finish 'coredata' step. ERROR: Could not create user *** Error code 255 ----- and have no errors in logs at this time. next p5-modules are installed: --- # pkg_info | grep ^p5 p5-Algorithm-Diff-1.1902 Perl interface to compute differences between two objects p5-Apache-DBI-1.06 DBI persistent connection, authentication and authorization p5-Apache-Session-1.86 A persistence framework for session data p5-Archive-Tar-1.38_1 Perl module for creation and manipulation of tar files p5-Array-Compare-1.16 Perl extension for comparing arrays p5-Authen-SASL-2.12 Perl5 module for SASL authentication p5-BSD-Resource-1.2901 Perl module to access BSD resource limit and priority funct p5-CGI.pm-3.38,1 Simple Common Gateway Interface Class for Perl p5-CSS-Squish-0.07 Compact many CSS files into one big file p5-Cache-2.04_1 A Perl Cache interface p5-Cache-Cache-1.05_1 Cache::Cache -- Perl Cache interface p5-Cache-Simple-TimedExpiry-0.27 A lightweight cache with timed expiration p5-Calendar-Simple-1.20 Perl extension to create simple calendars p5-Class-Accessor-0.31 Automated accessor generation p5-Class-Accessor-Chained-0.01 make chained accessors p5-Class-Container-0.12 Glues object frameworks together transparently p5-Class-Data-Inheritable-0.08 Inheritable, overridable class data p5-Class-Factory-Util-1.7 Utility functions for (factory) classes p5-Class-Inspector-1.23 Provides information about classes p5-Class-MethodMaker-2.12 Perl module for creating generic methods p5-Class-ReturnValue-0.55 A return-value object that can be treated as a boolean,arra p5-Class-Singleton-1.4 Perl module that describes a singular object class p5-Clone-0.28 Clone - recursively copy Perl datatypes p5-Compress-Raw-Zlib-2.012 Low-Level Interface to zlib compression library p5-Compress-Zlib-2.012 Perl5 interface to zlib compression library p5-Convert-BinHex-1.119 Perl module to extract data from Macintosh BinHex files p5-Crypt-OpenSSL-Bignum-0.04 OpenSSL's multiprecision integer arithmetic p5-Crypt-OpenSSL-RSA-0.25 Perl5 module to RSA encode and decode strings using OpenSSL p5-Crypt-OpenSSL-Random-0.04 Perl5 interface to the OpenSSL pseudo-random number generat p5-DBD-mysql50-4.006 MySQL 5.0 driver for the Perl5 Database Interface (DBI) p5-DBI-1.60.4 The perl5 Database Interface. Required for DBD::* modules p5-DBIx-DBSchema-0.36 An OO-interface to database schemas p5-DBIx-SearchBuilder-1.54 Perl extension for easy SQL SELECT Statement generation p5-Data-ICal-0.13_1 Data::ICal - Generates iCalendar (RFC 2445) calendar files p5-DateTime-0.43.02 A date and time object p5-DateTime-Format-Mail-0.30.01 Convert between DateTime and RFC2822/822 formats p5-DateTime-Format-W3CDTF-0.04 Parse and format W3CDTF datetime strings p5-DateTime-Locale-0.40.01_1 Localization support for DateTime p5-DateTime-TimeZone-0.77.01 Time zone object base class and factory p5-Devel-StackTrace-1.19.02 Stack trace and stack trace frame objects p5-Devel-Symdump-2.0800 A perl5 module that dumps symbol names or the symbol table p5-Digest-1.15 Modules that calculate message digests p5-Digest-HMAC-1.01 Perl5 interface to HMAC Message-Digest Algorithms p5-Digest-MD5-2.36 Perl5 interface to the MD5 algorithm p5-Digest-SHA-5.47 Perl extension for SHA-1/224/256/384/512 p5-Digest-SHA1-2.11 Perl interface to the SHA-1 Algorithm p5-Email-Address-1.88.9 RFC 2822 Address Parsing and Creation p5-Email-Date-Format-1.002 Produce RFC 2822 date strings p5-Encode-2.26 Provides interfaces between strings and the rest of the sys p5-Encode-Detect-1.01 An Encode::Encoding subclass that detects the encoding of d p5-Error-0.17015 Perl module to provide Error/exception support for perl: Er p5-Exception-Class-1.24 A module that allows you to declare real exception classes p5-ExtUtils-CBuilder-0.23 Compile and link C code for Perl modules p5-ExtUtils-ParseXS-2.19 Converts Perl XS code into C code p5-ExtUtils-XSBuilder-0.28 Autogenerating XS-glue Code p5-FastCGI-0.67 Modules for perl5, for enabling FastCGI support in CGI scri p5-File-NFSLock-1.20 File::NFSLock - perl module to do NFS (or not) locking p5-File-ShareDir-0.05 Locate per-dist and per-module shared files p5-File-Temp-0.20 Perl5 module to generate temporary files or directories saf p5-Font-AFM-1.20 An interface to Adobe font metrics files p5-FreezeThaw-0.43 A module for converting Perl structures to strings and back p5-GD-2.39 A perl5 interface to Gd Graphics Library version2 p5-GD-Graph-1.44.01_1 Graph plotting module for perl5 p5-GD-TextUtil-0.86_1 Text utilities for use with GD drawing package p5-GSSAPI-0.26 Perl extension providing access to the GSSAPIv2 library p5-Geography-Countries-1.4 Handle ISO-3166 country codes p5-Getopt-Long-2.37 Perl module for extended processing of command line options p5-GnuPG-Interface-0.36_2 Perl module for interfacing with GnuPG p5-GraphViz-2.03_2 GraphViz - Perl interface to the GraphViz graphing tool p5-HTML-Format-2.04 A module to format HTML to text or PS p5-HTML-Mason-1.39_1 High-performance, dynamic web site authoring system p5-HTML-Parser-3.56_1 Perl5 module for parsing HTML documents p5-HTML-RewriteAttributes-0.03 Simple yet powerful HTML attribute rewriting p5-HTML-Scrubber-0.08 Perl extension for scrubbing/sanitizing html p5-HTML-Tagset-3.20 Some useful data table in parsing HTML p5-HTML-Tree-3.23 A collection of modules to manupulate HTML syntax trees p5-HTTP-Server-Simple-0.34 A very simple standalone HTTP daemon p5-HTTP-Server-Simple-Mason-0.09 An abstract baseclass for a standalone mason server p5-Heap-0.80 Perl extensions for keeping data partially sorted p5-Hook-LexWrap-0.20 Lexically scoped subroutine wrappers for Perl p5-IO-Compress-Base-2.012 Base Class for IO::Uncompress modules p5-IO-Compress-Zlib-2.012 Perl5 interface for reading and writing of (g)zip files p5-IO-Multiplex-1.09 IO::Multiplex - Manage IO on many file handles p5-IO-Socket-INET6-2.52 Perl module with object interface to AF_INET6 domain socket p5-IO-Socket-SSL-1.14 Perl5 interface to SSL sockets p5-IO-String-1.08 Simplified Perl5 module to handle I/O on in-core strings p5-IO-Tty-1.07 Flexible I/O Perl5 module that allows manipulation of pseud p5-IO-Zlib-1.09 IO:: style interface to Compress::Zlib p5-IO-stringy-2.110 Perl5 module for using IO handles with non-file objects p5-IP-Country-2.23_1 Fast lookup of country codes from IP addresses p5-IPC-Run-0.80 IPC::Run - Run subprocesses with piping and redirection p5-IPC-Run-SafeHandles-0.02 IPC::Run::SafeHandles - Safe guarding for IPC::Run(3) p5-IPC-ShareLite-0.13 A simple interface to access shared memory p5-List-MoreUtils-0.22 Provide the stuff missing in List::Util p5-Locale-Maketext-1.13 A framework for software localization and inheritance-based p5-Locale-Maketext-Fuzzy-0.10 Locale::Maketext::Fuzzy - Maketext from already interpolate p5-Locale-Maketext-Lexicon-0.66 Use other catalog formats in Locale::Maketext p5-Log-Dispatch-2.21 A suite of OO modules for logging messages to multiple outp p5-MIME-Base64-3.07 Perl5 module for Base64 and Quoted-Printable encodings p5-MIME-Lite-3.02.1 A simple interface for creating (not parsing!) MIME message p5-MIME-Tools-5.427,2 A set of perl5 modules for MIME p5-MIME-Types-1.24 Perl extension for determining MIME types p5-Mail-DKIM-0.32 Perl5 module to process and/or create DKIM email p5-Mail-SPF-2.005 Reference implementation of the RFC 4408 SPF protocol p5-Mail-Sender-0.8.13 Module for sending mails with attachments through an SMTP s p5-Mail-Sendmail-0.79 Perl module implementing a simple, platform-independent mai p5-Mail-SpamAssassin-3.2.5 A highly efficient mail filter for identifying spam p5-Mail-Tools-2.02 Perl5 modules for dealing with Internet e-mail messages p5-Math-BigInt-1.89 Math::BigInt - Arbitrary size integer math package p5-Module-Build-0.28.08_2 Build and install Perl modules p5-Module-Versions-Report-1.05 Report versions of all modules in memory p5-Net-1.22,1 Perl5 modules to access and use network protocols p5-Net-DNS-0.63 Perl5 interface to the DNS resolver, and dynamic updates p5-Net-DNS-Resolver-Programmable-0.003 Programmable DNS resolver for off-line testing p5-Net-IP-1.25 Perl extension for manipulating IPv4/IPv6 addresses p5-Net-SSLeay-1.35 Perl5 interface to SSL p5-Net-Server-0.97 A configurable base class for writing internet servers in P p5-NetAddr-IP-4.00.7 Perl module for working with IP addresses and blocks thereo p5-Params-Util-0.33 Utility functions to aid in parameter checking p5-Params-Validate-0.89 Validate method/function parameters p5-Parse-RecDescent-1.95.1 A recursive descent parsing framework for Perl p5-PathTools-3.2701 A Perl module for portably manipulating file specifications p5-PerlIO-eol-0.14 PerlIO layer for normalizing line endings p5-Regexp-Common-2.122 Regexp::Common - Provide commonly requested regular express p5-Scalar-List-Utils-1.19,1 Perl subroutines that would be nice to have in the perl cor p5-Socket6-0.20 IPv6 related part of the C socket.h defines and structure m p5-Spiffy-0.30 Spiffy Perl Interface Framework For You p5-Storable-2.18 Persistency for perl data structures p5-Sub-Uplevel-0.1901_1 Sub::Uplevel - apparently run a function in a higher stack p5-Term-ReadKey-2.30 A perl5 module for simple terminal control p5-Test-Base-0.54_1 Test::Base - A Data Driven Testing Framework p5-Test-Harness-3.13 Run perl standard test scripts with statistics p5-Test-LongString-0.11 A library to test long strings p5-Test-NoWarnings-0.084 Hide and store warnings while running test scripts p5-Test-Simple-0.80 Basic utilities for writing tests in perl p5-Test-Warn-0.11 Perl extension to test methods for warnings p5-Text-Autoformat-1.14.0 Automatic and manual text wrapping and reformating formatti p5-Text-Balanced-2.0.0_1 Extract delimited text sequences from strings p5-Text-Diff-0.35 Text::Diff - Perform diffs on files and record sets p5-Text-Iconv-1.7 Perl interface to iconv() codeset conversion function p5-Text-Quoted-2.05 Text::Quoted - Extract the structure of a quoted mail messa p5-Text-Reform-1.12.2_1 Manual text wrapping and reformatting p5-Text-Template-1.45 Expand template text with embedded Perl p5-Text-WikiFormat-0.79 Module for translating Wiki formatted text into other forma p5-Text-Wrapper-1.02 Simple word wrapping routine p5-Text-vFile-asData-0.05_1 Parse vFile formatted files into data structures p5-Tie-IxHash-1.21 Perl module implementing ordered in-memory associative arra p5-Time-HiRes-1.9715,1 A perl5 module implementing High resolution time, sleep, an p5-Time-Local-1.18 Efficiently compute time from local and GMT time p5-Time-modules-2006.0814 Set of modules for time manipulation p5-TimeDate-1.16,1 Perl5 module containing a better/faster date parser for abs p5-Tree-DAG_Node-1.06 Super class for representing nodes in a tree p5-Tree-Simple-1.18 A simple tree object p5-UNIVERSAL-require-0.11 Perl module to require() from a variable p5-URI-1.37 Perl5 interface to Uniform Resource Identifier (URI) refere p5-Want-0.18 A generalisation of wantarray p5-XML-Filter-BufferText-1.01 Filter to put all characters() in one event p5-XML-Handler-YAWriter-0.23 Yet another Perl SAX XML Writer p5-XML-NamespaceSupport-1.09_1 A simple generic namespace support class p5-XML-Parser-2.36 Perl extension interface to James Clark's XML parser, expat p5-XML-RSS-1.33 Perl extension to manage RDF Site Summary (RSS) files p5-XML-SAX-0.96 Simple API for XML p5-XML-SAX-Expat-0.40 Simple API for XML p5-XML-SAX-Writer-0.50 SAX2 XML Writer p5-XML-Simple-2.18 Trivial API for reading and writing XML (esp config files) p5-XML-Twig-3.32 Process huge XML documents by chunks via a tree interface p5-XML-XPath-1.13 Modules for parsing and evaluating XPath statements p5-YAML-0.66 YAML implementation in Perl p5-capitalization-0.03 Perl module which allows you to use familiar style on metho p5-gettext-1.05_2 Message handling functions p5-libapreq2-2.08_2 Generic Apache2 Request Library p5-libwww-5.805 Perl5 library for WWW access p5-libxml-0.08 Collection of Perl5 modules for working with XML p5-version-0.76 Perl extension for Version Objects --- -- Alexander Kubatkin From scott at lackluster.net Mon Aug 18 22:08:35 2008 From: scott at lackluster.net (scott smith) Date: Mon, 18 Aug 2008 19:08:35 -0700 Subject: [rt-users] generic saved relationship graphs? Message-ID: <48AA2B23.6090105@lackluster.net> this may be a stupid question with an obvious answer (hope not), but i haven't found an answer yet: is it possible to use a relationship graph query with other tickets, without having to build it up each time? i'm asking because we're trying out scrum and the graphs work really well for having a high level overview of how things are going for a particular story. this functionality is a really great addition. but my VP wants to be able to see it as well without having to manually build the query for each story's ticket, so... it also helps us because our story's tasks each have a ticket in a queue respective to its purpose (provisioning, applications, networking, etc) so the graphs make the cherry picking of tasks *way* easier. any input/ideas? -scott From sartak at bestpractical.com Mon Aug 18 22:35:40 2008 From: sartak at bestpractical.com (Shawn M Moore) Date: Mon, 18 Aug 2008 22:35:40 -0400 Subject: [rt-users] 3.8.1rc5: dashboard subscription problems In-Reply-To: <1219106042.9596.193.camel@ook.latis.com> References: <1219106042.9596.193.camel@ook.latis.com> Message-ID: <20080819023539.GQ29848@bestpractical.com> On Mon, Aug 18, 2008 at 06:34:02PM -0600, Ole Craig wrote: > Problem 2: > No matter what day I set for a weekly subscription, the Dashboards > summary screen shows it as being Monday. (If I click on the link titled > "weekly (on Monday) at 12:00" I am taken to the "modify the > subscription" screen which does show e.g. Thursday in the dropdown, so > this may be a purely cosmetic bug... but because of Problem 1 I don't > know for sure. :-) Ah, that is my fault. The internal representation of weekday was in flux for a while. It changed between 0-6, 1-7, and the words Monday etc. a few times. We finally settled on the weekday names, to be the least confusing. The problem was that I missed the show-subscription template when fixing this. I just fixed it, so it isn't in 3.8.1. Hopefully when 3.8.2 shows up, we'll have more dashboard improvements. Thanks for the report, hope you enjoy the feature! :) Shawn From jpierce at cambridgeenergyalliance.org Mon Aug 18 23:38:37 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 18 Aug 2008 23:38:37 -0400 Subject: [rt-users] Silly question - what does the star mean in rt3.8.1? In-Reply-To: <60B6013F-E0E8-4D57-B94D-5636CB4E008D@sfu.ca> References: <47E74514-F9E1-4992-B78C-FCEBE36C9F90@ultra-secure.de> <60B6013F-E0E8-4D57-B94D-5636CB4E008D@sfu.ca> Message-ID: On Mon, Aug 18, 2008 at 19:30, Graham Ballantyne wrote: > The star is a bookmark. You can have a saved search on your home page > that shows all bookmarked tickets. > To clarify, it's an element used in gmail, and also in FF3. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From grahamb at sfu.ca Tue Aug 19 00:23:34 2008 From: grahamb at sfu.ca (Graham Ballantyne) Date: Mon, 18 Aug 2008 21:23:34 -0700 Subject: [rt-users] RT38 not maintaining authentication (with RT::Authen::ExternalAuth) In-Reply-To: <28983200.371661219109529694.JavaMail.root@mail.onegrp.com> References: <28983200.371661219109529694.JavaMail.root@mail.onegrp.com> Message-ID: This has been happening to me as well, but with the built-in authentication. I was able to work around it by setting Set($WebSessionClass, 'Apache::Session::File'); in RT_SiteConfig.pm, but I'd really like to know what's happening as well. We've seen a similar issue with our current 3.6.3 install; we use CAS (Central Authentication Service; http://www.ja-sig.org/products/cas/) to handle campus-wide single sign-on and we'll often have RT kick us back out to the CAS login screen and CAS won't be able to re- authenticate us until several login attempts have passed. It's gotten so bad that we've cron'd a RT restart every couple of hours. I'm hoping that 3.8.1 would help, but after hearing your report... On 18-Aug-08, at 18:32 , David Hobley wrote: > All, > > I am just testing the new RT 3.8.1 prior to rolling it out to the > users here. I have configured ExternalAuth to use our LDAP server > (only) and now while I can successfully log in, everytime I click on > anything it takes me back to the login screen. > > I note on the Wiki that Mike talks about RT::Authen::CookieAuth with > regards keeping the session logged in, but I didn't think I should > need this? I thought the base RT maintained logged in status? > > Any pointers as to where I could look to work out what is happening? > > -- > Cheers, > David > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Graham Ballantyne grahamb at sfu.ca Institutional, Collaborative & Academic Technologies IT Services Simon Fraser University Burnaby, BC V5A 1S6 p: 778-782-2014 www.sfu.ca/icat From david.hobley at mionegroup.com Tue Aug 19 00:26:18 2008 From: david.hobley at mionegroup.com (David Hobley) Date: Tue, 19 Aug 2008 14:26:18 +1000 (EST) Subject: [rt-users] RT38 not maintaining authentication (with RT::Authen::ExternalAuth) In-Reply-To: Message-ID: <22864054.374781219119978356.JavaMail.root@mail.onegrp.com> Graham, Thanks for that - this workaround (which was not required for us in 3.6.6) has stopped the issue now, although I'll monitor it over the next couple of hours and let you know whether it is working in the longer term or not. Cheers, David ----- Original Message ----- From: "Graham Ballantyne" To: "David Hobley" Cc: rt-users at lists.bestpractical.com Sent: Tuesday, 19 August, 2008 2:23:34 PM GMT +10:00 Brisbane Subject: Re: [rt-users] RT38 not maintaining authentication (with RT::Authen::ExternalAuth) This has been happening to me as well, but with the built-in authentication. I was able to work around it by setting Set($WebSessionClass, 'Apache::Session::File'); in RT_SiteConfig.pm, but I'd really like to know what's happening as well. We've seen a similar issue with our current 3.6.3 install; we use CAS (Central Authentication Service; http://www.ja-sig.org/products/cas/) to handle campus-wide single sign-on and we'll often have RT kick us back out to the CAS login screen and CAS won't be able to re- authenticate us until several login attempts have passed. It's gotten so bad that we've cron'd a RT restart every couple of hours. I'm hoping that 3.8.1 would help, but after hearing your report... On 18-Aug-08, at 18:32 , David Hobley wrote: > All, > > I am just testing the new RT 3.8.1 prior to rolling it out to the > users here. I have configured ExternalAuth to use our LDAP server > (only) and now while I can successfully log in, everytime I click on > anything it takes me back to the login screen. > > I note on the Wiki that Mike talks about RT::Authen::CookieAuth with > regards keeping the session logged in, but I didn't think I should > need this? I thought the base RT maintained logged in status? > > Any pointers as to where I could look to work out what is happening? > > -- > Cheers, > David > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Graham Ballantyne grahamb at sfu.ca Institutional, Collaborative & Academic Technologies IT Services Simon Fraser University Burnaby, BC V5A 1S6 p: 778-782-2014 www.sfu.ca/icat -- Cheers, David Hobley IT Manager Creators of Miessence, MiVitality and MiEnviron Phone: +61 (7) 5582 7020 Fax: +61 (7) 5539 6719 USA Fax 1800 840 0827 Email : david.hobley at mionegroup.com Website: www.mionegroup.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.hobley at mionegroup.com Tue Aug 19 02:29:22 2008 From: david.hobley at mionegroup.com (David Hobley) Date: Tue, 19 Aug 2008 16:29:22 +1000 (EST) Subject: [rt-users] RT38 not maintaining authentication (with RT::Authen::ExternalAuth) In-Reply-To: <22864054.374781219119978356.JavaMail.root@mail.onegrp.com> Message-ID: <5617510.376311219127362440.JavaMail.root@mail.onegrp.com> Graham, We, the session has been stable for the afternoon for us anyway. So thank you for that! Cheers, David ----- Original Message ----- From: "David Hobley" To: "Graham Ballantyne" Cc: rt-users at lists.bestpractical.com Sent: Tuesday, 19 August, 2008 2:26:18 PM GMT +10:00 Brisbane Subject: Re: [rt-users] RT38 not maintaining authentication (with RT::Authen::ExternalAuth) Graham, Thanks for that - this workaround (which was not required for us in 3.6.6) has stopped the issue now, although I'll monitor it over the next couple of hours and let you know whether it is working in the longer term or not. Cheers, David ----- Original Message ----- From: "Graham Ballantyne" To: "David Hobley" Cc: rt-users at lists.bestpractical.com Sent: Tuesday, 19 August, 2008 2:23:34 PM GMT +10:00 Brisbane Subject: Re: [rt-users] RT38 not maintaining authentication (with RT::Authen::ExternalAuth) This has been happening to me as well, but with the built-in authentication. I was able to work around it by setting Set($WebSessionClass, 'Apache::Session::File'); in RT_SiteConfig.pm, but I'd really like to know what's happening as well. We've seen a similar issue with our current 3.6.3 install; we use CAS (Central Authentication Service; http://www.ja-sig.org/products/cas/) to handle campus-wide single sign-on and we'll often have RT kick us back out to the CAS login screen and CAS won't be able to re- authenticate us until several login attempts have passed. It's gotten so bad that we've cron'd a RT restart every couple of hours. I'm hoping that 3.8.1 would help, but after hearing your report... On 18-Aug-08, at 18:32 , David Hobley wrote: > All, > > I am just testing the new RT 3.8.1 prior to rolling it out to the > users here. I have configured ExternalAuth to use our LDAP server > (only) and now while I can successfully log in, everytime I click on > anything it takes me back to the login screen. > > I note on the Wiki that Mike talks about RT::Authen::CookieAuth with > regards keeping the session logged in, but I didn't think I should > need this? I thought the base RT maintained logged in status? > > Any pointers as to where I could look to work out what is happening? > > -- > Cheers, > David > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Graham Ballantyne grahamb at sfu.ca Institutional, Collaborative & Academic Technologies IT Services Simon Fraser University Burnaby, BC V5A 1S6 p: 778-782-2014 www.sfu.ca/icat -- Cheers, David Hobley IT Manager Creators of Miessence, MiVitality and MiEnviron Phone: +61 (7) 5582 7020 Fax: +61 (7) 5539 6719 USA Fax 1800 840 0827 Email : david.hobley at mionegroup.com Website: www.mionegroup.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Cheers, David Hobley IT Manager Creators of Miessence, MiVitality and MiEnviron Phone: +61 (7) 5582 7020 Fax: +61 (7) 5539 6719 USA Fax 1800 840 0827 Email : david.hobley at mionegroup.com Website: www.mionegroup.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Tue Aug 19 03:47:25 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 19 Aug 2008 09:47:25 +0200 Subject: [rt-users] Is there a statistic that lists tickets per requestor? In-Reply-To: <4E6EF176-E666-4AAE-AB61-84BC23A045FC@ultra-secure.de> References: <4E6EF176-E666-4AAE-AB61-84BC23A045FC@ultra-secure.de> Message-ID: <20080819074725.GA3178@easter-eggs.com> On Sat, Aug 16, 2008 at 11:26:04PM +0200, Rainer Duffner wrote: > Hi, > > I'd like to have statistics that list - per queue - which requestors > requested how many tickets. > > Is that possible? > Yes, make a search for all tickets in the wanted queue on the web UI, then at the bottom of the result (list of tickets), you will see "Chart 'bar' by 'status'". Changes "status" to "requestor" and click on "Go". You will get a chart on the count of tickets per requestor for this queue. You can then save this chart to replay it when wanted. For more complex analysis you can also use the spreadsheet export of search results and any spreadsheet software (gnumeric, oocalc, excel) to get the wanted stats. From torsten.brumm at Kuehne-Nagel.com Tue Aug 19 04:33:16 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Tue, 19 Aug 2008 10:33:16 +0200 Subject: [rt-users] RT 3.8.x Translation - Question for German Users Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394016D095C@w3hamboex11.ger.win.int.kn> Hi Together, i'm just finished with the translation for the actual rt 3.8.x. I have a "global" question for all german users regarding some wordings. What do you think about translation for special words like: Dashboard, Queue and Ticket. Should it be translated or should it be like it is? Comments are welcome. 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rainer at ultra-secure.de Tue Aug 19 05:08:24 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Tue, 19 Aug 2008 11:08:24 +0200 Subject: [rt-users] Is there a statistic that lists tickets per requestor? In-Reply-To: <20080819074725.GA3178@easter-eggs.com> References: <4E6EF176-E666-4AAE-AB61-84BC23A045FC@ultra-secure.de> <20080819074725.GA3178@easter-eggs.com> Message-ID: <48AA8D88.7050702@ultra-secure.de> Emmanuel Lacour schrieb: > On Sat, Aug 16, 2008 at 11:26:04PM +0200, Rainer Duffner wrote: > >> Hi, >> >> I'd like to have statistics that list - per queue - which requestors >> requested how many tickets. >> >> Is that possible? >> >> > > Yes, make a search for all tickets in the wanted queue on the web UI, > then at the bottom of the result (list of tickets), you will see "Chart > 'bar' by 'status'". Changes "status" to "requestor" and click on "Go". > > You will get a chart on the count of tickets per requestor for this > queue. > > OK, this works for e.g. Status. But when I select "Requestor" from the drop-down, I get a quasi-empty chart and this in the log: [Tue Aug 19 08:50:12 2008] [warning]: DBD::Pg::st execute failed: ERROR: column "users_5.name" must appear in the GROUP BY clause or be used in an aggregate function at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) [Tue Aug 19 08:50:12 2008] [warning]: RT::Handle=HASH(0xb75825c) couldn't execute the query 'SELECT DISTINCT COUNT(main.id) AS id, Users_5.Name AS col1 FROM Tickets main JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.GroupId != CachedGroupMembers_4.MemberId ) AND ( CachedGroupMembers_4.GroupId = Groups_1.id ) LEFT JOIN Users Users_3 ON ( Users_3.id = CachedGroupMembers_2.MemberId ) LEFT JOIN Users Users_5 ON ( Users_5.id = CachedGroupMembers_4.MemberId ) WHERE (main.Status != 'deleted') AND (main.Status != 'rejected' AND main.Created > '2008-07-31 22:00:00') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_3.Name ' at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb75825c)', 'SELECT DISTINCT COUNT(main.id) AS id, Users_5.Name AS col1 FR...') called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 238 DBIx::SearchBuilder::_DoSearch('RT::Report::Tickets=HASH(0xc54732c)') called at /usr/local/rt38/bin/../lib/RT/Report/Tickets.pm line 164 RT::Report::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xc54732c)') called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 498 DBIx::SearchBuilder::Next('RT::Report::Tickets=HASH(0xc54732c)') called at /usr/local/rt38/bin/../lib/RT/Report/Tickets.pm line 228 RT::Report::Tickets::Next('RT::Report::Tickets=HASH(0xc54732c)') called at /usr/local/rt38/share/html/Search/Elements/Chart line 71 HTML::Mason::Commands::__ANON__('ChartStyle', 'bar', 'Order', 'ASC|ASC|ASC|ASC', 'Query', 'Status != \'rejected\' AND Created > \'2008-08-01\'', 'Rows', 50, 'SecondaryGroupBy', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc5474e8)', 'ChartStyle', 'bar', 'Order', 'ASC|ASC|ASC|ASC', 'Query', 'Status != \'rejected\' AND Created > \'2008-08-01\'', 'Rows', 50, ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 eval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp('undef', 'undef', 'ChartStyle', 'bar', 'Order', 'ASC|ASC|ASC|ASC', 'Query', 'Status != \'rejected\' AND Created > \'2008-08-01\'', 'Rows', ...) called at /usr/local/rt38/share/html/Search/Chart.html line 70 HTML::Mason::Commands::__ANON__('Rows', 50, 'PrimaryGroupBy', 'Requestor', 'Format', '\' _...', 'Order', 'ASC|ASC|ASC|ASC', 'ChartStyle', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc2bc8d4)', 'Rows', 50, 'PrimaryGroupBy', 'Requestor', 'Format', '\' _...', 'Order', 'ASC|ASC|ASC|ASC', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 eval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Rows', 50, 'PrimaryGroupBy', 'Requestor', 'Format', '\' _...', ...) called at /usr/local/rt38/share/html/autohandler line 308 HTML::Mason::Commands::__ANON__('ChartStyle', 'bar', 'Order', 'ASC|ASC|ASC|ASC', 'Query', 'Status != \'rejected\' AND Created > \'2008-08-01\'', 'Rows', 50, 'PrimaryGroupBy', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbc32400)', 'ChartStyle', 'bar', 'Order', 'ASC|ASC|ASC|ASC', 'Query', 'Status != \'rejected\' AND Created > \'2008-08-01\'', 'Rows', 50, ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 eval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'ChartStyle', 'bar', 'Order', 'ASC|ASC|ASC|ASC', 'Query', 'Status != \'rejected\' AND Created > \'2008-08-01\'', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xc516650)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xc516650)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb7074ac)', 'Apache2::RequestRec=SCALAR(0xc511464)') called at /usr/local/rt38/bin/webmux.pl line 148 eval {...} called at /usr/local/rt38/bin/webmux.pl line 148 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc511464)') called at -e line 0 eval {...} called at -e line 0 (/usr/local/lib/perl5/5.8.8/Carp.pm:272) [Tue Aug 19 08:50:13 2008] [debug]: RT::Date used Time::ParseDate to make '2008-08-01' 1217541600 (/usr/local/rt38/bin/../lib/RT/Date.pm:209) [Tue Aug 19 08:50:13 2008] [warning]: DBD::Pg::st execute failed: ERROR: column "users_5.name" must appear in the GROUP BY clause or be used in an aggregate function at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) [Tue Aug 19 08:50:13 2008] [warning]: RT::Handle=HASH(0xb75825c) couldn't execute the query 'SELECT DISTINCT COUNT(main.id) AS id, Users_5.Name AS col1 FROM Tickets main JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.GroupId != CachedGroupMembers_4.MemberId ) AND ( CachedGroupMembers_4.GroupId = Groups_1.id ) LEFT JOIN Users Users_3 ON ( Users_3.id = CachedGroupMembers_2.MemberId ) LEFT JOIN Users Users_5 ON ( Users_5.id = CachedGroupMembers_4.MemberId ) WHERE (main.Status != 'deleted') AND (main.Status != 'rejected' AND main.Created > '2008-07-31 22:00:00') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_3.Name ' at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb75825c)', 'SELECT DISTINCT COUNT(main.id) AS id, Users_5.Name AS col1 FR...') called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 238 DBIx::SearchBuilder::_DoSearch('RT::Report::Tickets=HASH(0xc585110)') called at /usr/local/rt38/bin/../lib/RT/Report/Tickets.pm line 164 RT::Report::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xc585110)') called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 498 DBIx::SearchBuilder::Next('RT::Report::Tickets=HASH(0xc585110)') called at /usr/local/rt38/bin/../lib/RT/Report/Tickets.pm line 228 RT::Report::Tickets::Next('RT::Report::Tickets=HASH(0xc585110)') called at /usr/local/rt38/share/html/Search/Chart line 126 HTML::Mason::Commands::__ANON__('Rows', 50, 'SecondaryGroupBy', '', 'PrimaryGroupBy', 'Requestor', 'Format', '\' _...', 'Order', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc515dec)', 'Rows', 50, 'SecondaryGroupBy', '', 'PrimaryGroupBy', 'Requestor', 'Format', '\' _...', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 eval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Rows', 50, 'SecondaryGroupBy', '', 'PrimaryGroupBy', 'Requestor', ...) called at /usr/local/rt38/share/html/autohandler line 308 HTML::Mason::Commands::__ANON__('Order', 'ASC|ASC|ASC|ASC', 'ChartStyle', 'bar', 'Query', 'Status != \'rejected\' AND Created > \'2008-08-01\'', 'Rows', 50, 'SecondaryGroupBy', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbc32400)', 'Order', 'ASC|ASC|ASC|ASC', 'ChartStyle', 'bar', 'Query', 'Status != \'rejected\' AND Created > \'2008-08-01\'', 'Rows', 50, ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 eval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Order', 'ASC|ASC|ASC|ASC', 'ChartStyle', 'bar', 'Query', 'Status != \'rejected\' AND Created > \'2008-08-01\'', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xc2bc1a8)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xc2bc1a8)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb7074ac)', 'Apache2::RequestRec=SCALAR(0xc518440)') called at /usr/local/rt38/bin/webmux.pl line 148 eval {...} called at /usr/local/rt38/bin/webmux.pl line 148 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc518440)') called at -e line 0 eval {...} called at -e line 0 (/usr/local/lib/perl5/5.8.8/Carp.pm:272) So, this is: FreeBSD 7.0-RELEASE-p2 apache-2.2.9 mod_perl2-2.0.4,3 and: Loaded perl modules Perl v5.8.8 under freebsd Apache2::Const v2.000004; Apache2::Log v2.000004; Apache2::Module v2.000004; Apache2::RequestIO v2.000004; Apache2::RequestRec v2.000004; Apache2::RequestUtil v2.000004; Apache2::Response v2.000004; Apache2::ServerUtil v2.000004; Apache2::Status v4.00; Apache::DBI v1.06; Apache::Session v1.86; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::Null v1.01; Apache::Session::Postgres v1.01; Apache::Session::Serialize::Base64 v1.01; Apache::Session::Store::DBI v1.02; Apache::Session::Store::Postgres v1.03; APR v0.009000; APR::Error v0.009000; APR::Pool v0.009000; APR::Table v0.009000; APR::Util v0.009000; AutoLoader v5.60; base v2.07; bytes v1.02; Cache::Simple::TimedExpiry v0.27; Calendar::Simple v44; capitalization v0.03; Carp v1.04; CGI v3.38; CGI::Cookie v1.29; CGI::Util v1.5_01; Class::Container v0.12; Class::Data::Inheritable v0.08; Class::Inspector v1.23; Class::ISA v0.33; Class::ReturnValue v0.55; Clone v0.28; constant v1.05; CSS::Squish v0.07; Cwd v3.2701; Data::Dumper v2.121_08; Date::Format v2.22; Date::Parse v2.27; DateTime v0.4302; DateTime::Locale v0.4001; DateTime::TimeZone v0.7701; DateTime::TimeZone::Floating v0.01; DateTime::TimeZone::Local v0.01; DateTime::TimeZone::OffsetOnly v0.02; DateTime::TimeZone::UTC v0.01; DBD::Pg v2.9.0; DBD::Sponge v12.010002; DBI v1.604; DBIx::SearchBuilder v1.54; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.1902; Devel::StackTraceFrame v1.1902; Devel::Symdump v2.08; Digest::base v1.00; Digest::MD5 v2.36; DynaLoader v1.05; Email::Address v1.889; Encode v2.26; Encode::Alias v2.10; Encode::Config v2.05; Encode::Encoding v2.05; Errno v1.0901; Exception::Class v1.24; 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::ShareDir v1.00; File::Spec v3.2701; File::Spec::Unix v3.2701; File::Temp v0.20; FileHandle v2.01; GD v2.39; GD::Graph v1.44_01; GD::Graph::axestype v1.46; GD::Graph::bars v1.27; GD::Graph::colour v1.10; GD::Graph::Data v1.22; GD::Graph::Error v1.8; GD::Graph::utils v1.7; GD::Image v2.27; GD::Text v0.86; GD::Text::Align v1.18; GraphViz v2.03; HTML::Element v3.23; HTML::Entities v1.35; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.39; 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 v3.20; HTML::TreeBuilder v3.23; I18N::LangTags v0.35; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.23; IO::File v1.14; IO::Handle v1.27; IO::InnerFile v2.110; IO::Lines v2.110; IO::ScalarArray v2.110; IO::Seekable v1.1; IO::WrapTie v2.110; IPC::Open2 v1.02; IPC::Open3 v1.02; IPC::Run v0.80; List::MoreUtils v0.22; List::Util v1.19; Locale::Maketext v1.13; Locale::Maketext::Fuzzy v0.10; Locale::Maketext::Guts v1.13; Locale::Maketext::GutsLoader v1.13; Locale::Maketext::Lexicon v0.66; Locale::Maketext::Lexicon::Gettext v0.16; Log::Dispatch v2.21; Log::Dispatch::Base v1.09; Log::Dispatch::File v1.22; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v2.02; Mail::Field v2.02; Mail::Field::AddrList v2.02; Mail::Field::Date v2.02; Mail::Field::Generic v2.02; Mail::Header v2.02; Mail::Internet v2.02; Mail::Mailer v2.02; Mail::Util v2.02; MIME::Base64 v3.07; MIME::Body v5.427; MIME::Decoder v5.427; MIME::Decoder::NBit v5.427; MIME::Entity v5.427; MIME::Field::ContDisp v5.427; MIME::Field::ConTraEnc v5.427; MIME::Field::ContType v5.427; MIME::Field::ParamVal v5.427; MIME::Head v5.427; MIME::Parser v5.427; MIME::QuotedPrint v3.07; MIME::Tools v5.427; MIME::Words v5.427; mod_perl v2.000004; mod_perl2 v2.000004; ModPerl::Const v2.000004; Module::Versions::Report v1.05; overload v1.04; Params::Util v0.33; Params::Validate v0.89; PerlIO v1.04; PerlIO::scalar v0.04; POSIX v1.09; re v0.05; Regexp::Common v2.122; Regexp::Common::delimited v2.106; Regexp::Common::URI v2.110; Regexp::Common::URI::fax v2.102; Regexp::Common::URI::file v2.102; Regexp::Common::URI::ftp v2.103; Regexp::Common::URI::gopher v2.102; Regexp::Common::URI::http v2.103; Regexp::Common::URI::news v2.102; Regexp::Common::URI::pop v2.102; Regexp::Common::URI::prospero v2.102; Regexp::Common::URI::RFC1035 v2.102; Regexp::Common::URI::RFC1738 v2.106; Regexp::Common::URI::RFC1808 v2.102; Regexp::Common::URI::RFC2384 v2.104; Regexp::Common::URI::RFC2396 v2.102; Regexp::Common::URI::RFC2806 v2.102; Regexp::Common::URI::tel v2.102; Regexp::Common::URI::telnet v2.102; Regexp::Common::URI::tv v2.102; Regexp::Common::URI::wais v2.102; RT v3.8.1; RT::Interface::Email v2; RT::Interface::Web::Request v0.30; Scalar::Util v1.19; SelectSaver v1.01; Socket v1.78; Storable v2.18; strict v1.03; Symbol v1.06; Sys::Syslog v0.13; Text::Autoformat v1.14.0; Text::Quoted v2.05; Text::Reform v1.12.2; Text::Tabs v2005.0824; Text::Template v1.45; Text::Wrapper v1.02; Time::HiRes v1.9715; Time::JulianDay v2003.1125; Time::Local v1.18; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.22; Tree::Simple v1.18; UNIVERSAL v1.01; UNIVERSAL::require v0.11; URI v1.37; URI::Escape v3.29; URI::file v4.20; utf8 v1.06; vars v1.01; version v0.76; version::vxs v0.76; Want v0.18; warnings v1.05; warnings::register v1.01; XSLoader v0.06; Any ideas? Rainer From ams at kreditor.se Tue Aug 19 06:33:34 2008 From: ams at kreditor.se (Alfred M. Szmidt) Date: Tue, 19 Aug 2008 12:33:34 +0200 Subject: [rt-users] rt-shredder cli In-Reply-To: <48A9D0DA.80300@vianet.ca> References: <48A9D0DA.80300@vianet.ca> Message-ID: <49DBF5D6-60C6-4086-B560-B7A8D183B3FB@kreditor.se> Lovley! Thank you very much for the answer. Cheers, Alfred. From monti.mail at gmail.com Tue Aug 19 06:53:06 2008 From: monti.mail at gmail.com (Monti gmail) Date: Tue, 19 Aug 2008 13:53:06 +0300 Subject: [rt-users] Mandatory custom field Message-ID: Hi, I added a new custom field named "Severiy" with Type "Select one value" and Validatione = Mandatory. I want SelfService ticktes to be filled with the mandatory new custom filed but it is not the case. New ticket could be open without providing a value for my new custom field. is there a way to force mandatory filed in ticket creation? thanks, Motti. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Aug 19 08:11:32 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 19 Aug 2008 08:11:32 -0400 Subject: [rt-users] Is there a statistic that lists tickets per requestor? In-Reply-To: <48AA8D88.7050702@ultra-secure.de> References: <4E6EF176-E666-4AAE-AB61-84BC23A045FC@ultra-secure.de> <20080819074725.GA3178@easter-eggs.com> <48AA8D88.7050702@ultra-secure.de> Message-ID: <1B145366-EFF8-4389-ABC6-8F15BD332A3A@bestpractical.com> On Aug 19, 2008, at 5:08 AM, Rainer Duffner wrote: > Emmanuel Lacour schrieb: >> On Sat, Aug 16, 2008 at 11:26:04PM +0200, Rainer Duffner wrote: >> >>> Hi, >>> >>> I'd like to have statistics that list - per queue - which requestors >>> requested how many tickets. >>> >>> Is that possible? >>> >>> >> >> Yes, make a search for all tickets in the wanted queue on the web UI, >> then at the bottom of the result (list of tickets), you will see >> "Chart >> 'bar' by 'status'". Changes "status" to "requestor" and click on >> "Go". >> >> You will get a chart on the count of tickets per requestor for this >> queue. >> >> > > OK, this works for e.g. Status. > But when I select "Requestor" from the drop-down, I get a quasi-empty > chart and this in the log: Can you take the query (from Advanced) that you're using and then send instructions on what you did to get this error and mail it to rt-bugs at bestpractical.com along with all your version information and stack trace from this email so we can have a look? -kevin > > > > [Tue Aug 19 08:50:12 2008] [warning]: DBD::Pg::st execute failed: > ERROR: column "users_5.name" must appear in the GROUP BY clause or be > used in an aggregate function at > /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line > 505. (/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/ > Handle.pm:505) > [Tue Aug 19 08:50:12 2008] [warning]: RT::Handle=HASH(0xb75825c) > couldn't execute the query 'SELECT DISTINCT COUNT(main.id) AS id, > Users_5.Name AS col1 FROM Tickets main JOIN Groups Groups_1 ON ( > Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = > 'Requestor' > ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers > CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId != > CachedGroupMembers_2.MemberId ) AND ( CachedGroupMembers_2.GroupId = > Groups_1.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_4 ON ( > CachedGroupMembers_4.GroupId != CachedGroupMembers_4.MemberId ) AND ( > CachedGroupMembers_4.GroupId = Groups_1.id ) LEFT JOIN Users > Users_3 ON > ( Users_3.id = CachedGroupMembers_2.MemberId ) LEFT JOIN Users Users_5 > ON ( Users_5.id = CachedGroupMembers_4.MemberId ) WHERE > (main.Status != > 'deleted') AND (main.Status != 'rejected' AND main.Created > > '2008-07-31 > 22:00:00') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) > GROUP BY Users_3.Name ' at > /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm > line 518 > > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb75825c)', > 'SELECT DISTINCT COUNT(main.id) AS id, Users_5.Name AS col1 FR...') > called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm > line 238 > > DBIx::SearchBuilder::_DoSearch('RT::Report::Tickets=HASH(0xc54732c)') > called at /usr/local/rt38/bin/../lib/RT/Report/Tickets.pm line 164 > > RT::Report::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xc54732c)') > called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm > line 498 > DBIx::SearchBuilder::Next('RT::Report::Tickets=HASH(0xc54732c)') > called at /usr/local/rt38/bin/../lib/RT/Report/Tickets.pm line 228 > RT::Report::Tickets::Next('RT::Report::Tickets=HASH(0xc54732c)') > called at /usr/local/rt38/share/html/Search/Elements/Chart line 71 > HTML::Mason::Commands::__ANON__('ChartStyle', 'bar', 'Order', > 'ASC|ASC|ASC|ASC', 'Query', 'Status != \'rejected\' AND Created > > \'2008-08-01\'', 'Rows', 50, 'SecondaryGroupBy', ...) called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > > HTML > ::Mason > ::Component::run('HTML::Mason::Component::FileBased=HASH(0xc5474e8)', > 'ChartStyle', 'bar', 'Order', 'ASC|ASC|ASC|ASC', 'Query', 'Status != > \'rejected\' AND Created > \'2008-08-01\'', 'Rows', 50, ...) called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 > eval {...} called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp('undef', 'undef', 'ChartStyle', 'bar', > 'Order', 'ASC|ASC|ASC|ASC', 'Query', 'Status != \'rejected\' AND > Created >> \'2008-08-01\'', 'Rows', ...) called at > /usr/local/rt38/share/html/Search/Chart.html line 70 > HTML::Mason::Commands::__ANON__('Rows', 50, 'PrimaryGroupBy', > 'Requestor', 'Format', '\' href="__WebPath__/Ticket/Display.html?id=__id__">_...', 'Order', > 'ASC|ASC|ASC|ASC', 'ChartStyle', ...) called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > > HTML > ::Mason > ::Component::run('HTML::Mason::Component::FileBased=HASH(0xc2bc8d4)', > 'Rows', 50, 'PrimaryGroupBy', 'Requestor', 'Format', '\' href="__WebPath__/Ticket/Display.html?id=__id__">_...', 'Order', > 'ASC|ASC|ASC|ASC', ...) called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 > eval {...} called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Rows', 50, > 'PrimaryGroupBy', 'Requestor', 'Format', '\' href="__WebPath__/Ticket/Display.html?id=__id__">_...', ...) called at > /usr/local/rt38/share/html/autohandler line 308 > HTML::Mason::Commands::__ANON__('ChartStyle', 'bar', 'Order', > 'ASC|ASC|ASC|ASC', 'Query', 'Status != \'rejected\' AND Created > > \'2008-08-01\'', 'Rows', 50, 'PrimaryGroupBy', ...) called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > > HTML > ::Mason > ::Component::run('HTML::Mason::Component::FileBased=HASH(0xbc32400)', > 'ChartStyle', 'bar', 'Order', 'ASC|ASC|ASC|ASC', 'Query', 'Status != > \'rejected\' AND Created > \'2008-08-01\'', 'Rows', 50, ...) called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 > eval {...} called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'ChartStyle', > 'bar', 'Order', 'ASC|ASC|ASC|ASC', 'Query', 'Status != \'rejected\' > AND > Created > \'2008-08-01\'', ...) called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 > eval {...} called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 > eval {...} called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419 > > HTML > ::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xc516650)') > called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 168 > > HTML > ::Mason > ::Request > ::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xc516650)') > called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 825 > > HTML > ::Mason > ::ApacheHandler > ::handle_request('HTML::Mason::ApacheHandler=HASH(0xb7074ac)', > 'Apache2::RequestRec=SCALAR(0xc511464)') called at > /usr/local/rt38/bin/webmux.pl line 148 > eval {...} called at /usr/local/rt38/bin/webmux.pl line 148 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc511464)') called > at -e line 0 > eval {...} called at -e line 0 (/usr/local/lib/perl5/5.8.8/ > Carp.pm:272) > [Tue Aug 19 08:50:13 2008] [debug]: RT::Date used Time::ParseDate to > make '2008-08-01' 1217541600 (/usr/local/rt38/bin/../lib/RT/Date.pm: > 209) > [Tue Aug 19 08:50:13 2008] [warning]: DBD::Pg::st execute failed: > ERROR: column "users_5.name" must appear in the GROUP BY clause or be > used in an aggregate function at > /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line > 505. (/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/ > Handle.pm:505) > [Tue Aug 19 08:50:13 2008] [warning]: RT::Handle=HASH(0xb75825c) > couldn't execute the query 'SELECT DISTINCT COUNT(main.id) AS id, > Users_5.Name AS col1 FROM Tickets main JOIN Groups Groups_1 ON ( > Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = > 'Requestor' > ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers > CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId != > CachedGroupMembers_2.MemberId ) AND ( CachedGroupMembers_2.GroupId = > Groups_1.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_4 ON ( > CachedGroupMembers_4.GroupId != CachedGroupMembers_4.MemberId ) AND ( > CachedGroupMembers_4.GroupId = Groups_1.id ) LEFT JOIN Users > Users_3 ON > ( Users_3.id = CachedGroupMembers_2.MemberId ) LEFT JOIN Users Users_5 > ON ( Users_5.id = CachedGroupMembers_4.MemberId ) WHERE > (main.Status != > 'deleted') AND (main.Status != 'rejected' AND main.Created > > '2008-07-31 > 22:00:00') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) > GROUP BY Users_3.Name ' at > /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm > line 518 > > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb75825c)', > 'SELECT DISTINCT COUNT(main.id) AS id, Users_5.Name AS col1 FR...') > called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm > line 238 > > DBIx::SearchBuilder::_DoSearch('RT::Report::Tickets=HASH(0xc585110)') > called at /usr/local/rt38/bin/../lib/RT/Report/Tickets.pm line 164 > > RT::Report::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xc585110)') > called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm > line 498 > DBIx::SearchBuilder::Next('RT::Report::Tickets=HASH(0xc585110)') > called at /usr/local/rt38/bin/../lib/RT/Report/Tickets.pm line 228 > RT::Report::Tickets::Next('RT::Report::Tickets=HASH(0xc585110)') > called at /usr/local/rt38/share/html/Search/Chart line 126 > HTML::Mason::Commands::__ANON__('Rows', 50, 'SecondaryGroupBy', '', > 'PrimaryGroupBy', 'Requestor', 'Format', '\' href="__WebPath__/Ticket/Display.html?id=__id__">_...', 'Order', ...) > called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm > line 135 > > HTML > ::Mason > ::Component::run('HTML::Mason::Component::FileBased=HASH(0xc515dec)', > 'Rows', 50, 'SecondaryGroupBy', '', 'PrimaryGroupBy', 'Requestor', > 'Format', '\' href="__WebPath__/Ticket/Display.html?id=__id__">_...', ...) called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 > eval {...} called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Rows', 50, > 'SecondaryGroupBy', '', 'PrimaryGroupBy', 'Requestor', ...) called at > /usr/local/rt38/share/html/autohandler line 308 > HTML::Mason::Commands::__ANON__('Order', 'ASC|ASC|ASC|ASC', > 'ChartStyle', 'bar', 'Query', 'Status != \'rejected\' AND Created > > \'2008-08-01\'', 'Rows', 50, 'SecondaryGroupBy', ...) called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > > HTML > ::Mason > ::Component::run('HTML::Mason::Component::FileBased=HASH(0xbc32400)', > 'Order', 'ASC|ASC|ASC|ASC', 'ChartStyle', 'bar', 'Query', 'Status != > \'rejected\' AND Created > \'2008-08-01\'', 'Rows', 50, ...) called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 > eval {...} called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Order', > 'ASC|ASC|ASC|ASC', 'ChartStyle', 'bar', 'Query', 'Status != > \'rejected\' > AND Created > \'2008-08-01\'', ...) called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 > eval {...} called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 > eval {...} called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419 > > HTML > ::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xc2bc1a8)') > called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 168 > > HTML > ::Mason > ::Request > ::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xc2bc1a8)') > called at > /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 825 > > HTML > ::Mason > ::ApacheHandler > ::handle_request('HTML::Mason::ApacheHandler=HASH(0xb7074ac)', > 'Apache2::RequestRec=SCALAR(0xc518440)') called at > /usr/local/rt38/bin/webmux.pl line 148 > eval {...} called at /usr/local/rt38/bin/webmux.pl line 148 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc518440)') called > at -e line 0 > eval {...} called at -e line 0 (/usr/local/lib/perl5/5.8.8/ > Carp.pm:272) > > > So, this is: > FreeBSD 7.0-RELEASE-p2 apache-2.2.9 mod_perl2-2.0.4,3 > and: > Loaded perl modules > Perl v5.8.8 under freebsd > Apache2::Const v2.000004; > Apache2::Log v2.000004; > Apache2::Module v2.000004; > Apache2::RequestIO v2.000004; > Apache2::RequestRec v2.000004; > Apache2::RequestUtil v2.000004; > Apache2::Response v2.000004; > Apache2::ServerUtil v2.000004; > Apache2::Status v4.00; > Apache::DBI v1.06; > Apache::Session v1.86; > Apache::Session::Generate::MD5 v2.1; > Apache::Session::Lock::Null v1.01; > Apache::Session::Postgres v1.01; > Apache::Session::Serialize::Base64 v1.01; > Apache::Session::Store::DBI v1.02; > Apache::Session::Store::Postgres v1.03; > APR v0.009000; > APR::Error v0.009000; > APR::Pool v0.009000; > APR::Table v0.009000; > APR::Util v0.009000; > AutoLoader v5.60; > base v2.07; > bytes v1.02; > Cache::Simple::TimedExpiry v0.27; > Calendar::Simple v44; > capitalization v0.03; > Carp v1.04; > CGI v3.38; > CGI::Cookie v1.29; > CGI::Util v1.5_01; > Class::Container v0.12; > Class::Data::Inheritable v0.08; > Class::Inspector v1.23; > Class::ISA v0.33; > Class::ReturnValue v0.55; > Clone v0.28; > constant v1.05; > CSS::Squish v0.07; > Cwd v3.2701; > Data::Dumper v2.121_08; > Date::Format v2.22; > Date::Parse v2.27; > DateTime v0.4302; > DateTime::Locale v0.4001; > DateTime::TimeZone v0.7701; > DateTime::TimeZone::Floating v0.01; > DateTime::TimeZone::Local v0.01; > DateTime::TimeZone::OffsetOnly v0.02; > DateTime::TimeZone::UTC v0.01; > DBD::Pg v2.9.0; > DBD::Sponge v12.010002; > DBI v1.604; > DBIx::SearchBuilder v1.54; > DBIx::SearchBuilder::Union v0; > DBIx::SearchBuilder::Unique v0.01; > Devel::StackTrace v1.1902; > Devel::StackTraceFrame v1.1902; > Devel::Symdump v2.08; > Digest::base v1.00; > Digest::MD5 v2.36; > DynaLoader v1.05; > Email::Address v1.889; > Encode v2.26; > Encode::Alias v2.10; > Encode::Config v2.05; > Encode::Encoding v2.05; > Errno v1.0901; > Exception::Class v1.24; > 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::ShareDir v1.00; > File::Spec v3.2701; > File::Spec::Unix v3.2701; > File::Temp v0.20; > FileHandle v2.01; > GD v2.39; > GD::Graph v1.44_01; > GD::Graph::axestype v1.46; > GD::Graph::bars v1.27; > GD::Graph::colour v1.10; > GD::Graph::Data v1.22; > GD::Graph::Error v1.8; > GD::Graph::utils v1.7; > GD::Image v2.27; > GD::Text v0.86; > GD::Text::Align v1.18; > GraphViz v2.03; > HTML::Element v3.23; > HTML::Entities v1.35; > HTML::Formatter v2.04; > HTML::FormatText v2.04; > HTML::Mason v1.39; > 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 v3.20; > HTML::TreeBuilder v3.23; > I18N::LangTags v0.35; > I18N::LangTags::Detect v1.03; > integer v1.00; > IO v1.23; > IO::File v1.14; > IO::Handle v1.27; > IO::InnerFile v2.110; > IO::Lines v2.110; > IO::ScalarArray v2.110; > IO::Seekable v1.1; > IO::WrapTie v2.110; > IPC::Open2 v1.02; > IPC::Open3 v1.02; > IPC::Run v0.80; > List::MoreUtils v0.22; > List::Util v1.19; > Locale::Maketext v1.13; > Locale::Maketext::Fuzzy v0.10; > Locale::Maketext::Guts v1.13; > Locale::Maketext::GutsLoader v1.13; > Locale::Maketext::Lexicon v0.66; > Locale::Maketext::Lexicon::Gettext v0.16; > Log::Dispatch v2.21; > Log::Dispatch::Base v1.09; > Log::Dispatch::File v1.22; > Log::Dispatch::Output v1.26; > Log::Dispatch::Screen v1.17; > Log::Dispatch::Syslog v1.18; > Mail::Address v2.02; > Mail::Field v2.02; > Mail::Field::AddrList v2.02; > Mail::Field::Date v2.02; > Mail::Field::Generic v2.02; > Mail::Header v2.02; > Mail::Internet v2.02; > Mail::Mailer v2.02; > Mail::Util v2.02; > MIME::Base64 v3.07; > MIME::Body v5.427; > MIME::Decoder v5.427; > MIME::Decoder::NBit v5.427; > MIME::Entity v5.427; > MIME::Field::ContDisp v5.427; > MIME::Field::ConTraEnc v5.427; > MIME::Field::ContType v5.427; > MIME::Field::ParamVal v5.427; > MIME::Head v5.427; > MIME::Parser v5.427; > MIME::QuotedPrint v3.07; > MIME::Tools v5.427; > MIME::Words v5.427; > mod_perl v2.000004; > mod_perl2 v2.000004; > ModPerl::Const v2.000004; > Module::Versions::Report v1.05; > overload v1.04; > Params::Util v0.33; > Params::Validate v0.89; > PerlIO v1.04; > PerlIO::scalar v0.04; > POSIX v1.09; > re v0.05; > Regexp::Common v2.122; > Regexp::Common::delimited v2.106; > Regexp::Common::URI v2.110; > Regexp::Common::URI::fax v2.102; > Regexp::Common::URI::file v2.102; > Regexp::Common::URI::ftp v2.103; > Regexp::Common::URI::gopher v2.102; > Regexp::Common::URI::http v2.103; > Regexp::Common::URI::news v2.102; > Regexp::Common::URI::pop v2.102; > Regexp::Common::URI::prospero v2.102; > Regexp::Common::URI::RFC1035 v2.102; > Regexp::Common::URI::RFC1738 v2.106; > Regexp::Common::URI::RFC1808 v2.102; > Regexp::Common::URI::RFC2384 v2.104; > Regexp::Common::URI::RFC2396 v2.102; > Regexp::Common::URI::RFC2806 v2.102; > Regexp::Common::URI::tel v2.102; > Regexp::Common::URI::telnet v2.102; > Regexp::Common::URI::tv v2.102; > Regexp::Common::URI::wais v2.102; > RT v3.8.1; > RT::Interface::Email v2; > RT::Interface::Web::Request v0.30; > Scalar::Util v1.19; > SelectSaver v1.01; > Socket v1.78; > Storable v2.18; > strict v1.03; > Symbol v1.06; > Sys::Syslog v0.13; > Text::Autoformat v1.14.0; > Text::Quoted v2.05; > Text::Reform v1.12.2; > Text::Tabs v2005.0824; > Text::Template v1.45; > Text::Wrapper v1.02; > Time::HiRes v1.9715; > Time::JulianDay v2003.1125; > Time::Local v1.18; > Time::ParseDate v2006.0814; > Time::Timezone v2006.0814; > Time::Zone v2.22; > Tree::Simple v1.18; > UNIVERSAL v1.01; > UNIVERSAL::require v0.11; > URI v1.37; > URI::Escape v3.29; > URI::file v4.20; > utf8 v1.06; > vars v1.01; > version v0.76; > version::vxs v0.76; > Want v0.18; > warnings v1.05; > warnings::register v1.01; > XSLoader v0.06; > > > > Any ideas? > > Rainer > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From pebomente at gmail.com Tue Aug 19 09:41:35 2008 From: pebomente at gmail.com (Pedro Bomente Filho) Date: Tue, 19 Aug 2008 10:41:35 -0300 Subject: [rt-users] RT 3.8 New Installation, migrating existing 3.6.1 database Message-ID: <688e2b60808190641g4f069dcci6ad65e02f94696c8@mail.gmail.com> Hi anyone, I have a problem with RT 3.8 new installation and migrating existing 3.6.1 database. I'm gonna tell you my import process: I dumped my old db: mysqldump --opt --skip-lock-tables --single-transaction --default-character-set=binary --databases rtdb > rt-backup.sql So, I imported on new RT server: mysql -u root -p rtdb < rt-import.sql and I ran: perl sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade But it is not working. Here, I got the follow error when I try access a ticket: "Can't locate object method "header_out" via package "Apache2::RequestRec" at /opt/rt3/share/html/dhandler line 53. " Can anyone help me? Regards, Pedro Bomente From falcone at bestpractical.com Tue Aug 19 09:59:52 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 19 Aug 2008 09:59:52 -0400 Subject: [rt-users] RT 3.8 New Installation, migrating existing 3.6.1 database In-Reply-To: <688e2b60808190641g4f069dcci6ad65e02f94696c8@mail.gmail.com> References: <688e2b60808190641g4f069dcci6ad65e02f94696c8@mail.gmail.com> Message-ID: On Aug 19, 2008, at 9:41 AM, Pedro Bomente Filho wrote: > Hi anyone, > > I have a problem with RT 3.8 new installation and migrating existing > 3.6.1 database. You don't say what version you're installing, but I assume 3.8.0 Use 3.8.1 instead -kevin > > > I'm gonna tell you my import process: > > I dumped my old db: > > mysqldump --opt --skip-lock-tables --single-transaction > --default-character-set=binary --databases rtdb > rt-backup.sql > > So, I imported on new RT server: > > mysql -u root -p rtdb < rt-import.sql > > and I ran: > > perl sbin/rt-setup-database --dba root --prompt-for-dba-password > --action upgrade > > But it is not working. Here, I got the follow error when I try > access a ticket: > > "Can't locate object method "header_out" via package > "Apache2::RequestRec" at /opt/rt3/share/html/dhandler line 53. " > > Can anyone help me? > > > Regards, > Pedro Bomente > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Tue Aug 19 11:00:19 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 19 Aug 2008 11:00:19 -0400 Subject: [rt-users] RT 3.8 New Installation, migrating existing 3.6.1 database In-Reply-To: <688e2b60808190747t5dff4b7xd4c940eb441a6fb0@mail.gmail.com> References: <688e2b60808190641g4f069dcci6ad65e02f94696c8@mail.gmail.com> <688e2b60808190710s2b503adare4144bb9f80f9972@mail.gmail.com> <688e2b60808190747t5dff4b7xd4c940eb441a6fb0@mail.gmail.com> Message-ID: <608749AB-2E63-472E-878D-4EC9CF476CD3@bestpractical.com> On Aug 19, 2008, at 10:47 AM, Pedro Bomente Filho wrote: > Hi again, > > I installed RT 3.8.1 and I tried upgrade database from 3.6.1. > > I'm trying upgrade only database, under a new installation. > > Here it didn't work. RT logout on such click. For example, when I > click on ticket, RT logout. You should send mail to the list, not to me personally. The most common cause of this was people failing to do the mysql 4.0-4.1 upgrade properly. You've not provided enough information to give a diagnosis though. -kevin > > > I don't know why happen it. > > Can anyone help me? > > Thank you, > Pedro Bomente > 2008/8/19 Pedro Bomente Filho : >> 2008/8/19 Kevin Falcone : >>> >>> On Aug 19, 2008, at 9:41 AM, Pedro Bomente Filho wrote: >>> >>>> Hi anyone, >>>> >>>> I have a problem with RT 3.8 new installation and migrating >>>> existing >>>> 3.6.1 database. >>> >>> You don't say what version you're installing, but I assume 3.8.0 >>> Use 3.8.1 instead >> >> I'm sorry, I'm trying to install 3.8.0 >> >>> >>> -kevin >>> >>>> >>>> >>>> I'm gonna tell you my import process: >>>> >>>> I dumped my old db: >>>> >>>> mysqldump --opt --skip-lock-tables --single-transaction >>>> --default-character-set=binary --databases rtdb > rt-backup.sql >>>> >>>> So, I imported on new RT server: >>>> >>>> mysql -u root -p rtdb < rt-import.sql >>>> >>>> and I ran: >>>> >>>> perl sbin/rt-setup-database --dba root --prompt-for-dba-password >>>> --action upgrade >>>> >>>> But it is not working. Here, I got the follow error when I try >>>> access a ticket: >>>> >>>> "Can't locate object method "header_out" via package >>>> "Apache2::RequestRec" at /opt/rt3/share/html/dhandler line 53. " >>>> >>>> Can anyone help me? >>>> >>>> >>>> Regards, >>>> Pedro Bomente >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: 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 gary_pustizzi at tjx.com Tue Aug 19 11:03:17 2008 From: gary_pustizzi at tjx.com (gary_pustizzi at tjx.com) Date: Tue, 19 Aug 2008 11:03:17 -0400 Subject: [rt-users] Silly question - what does the star mean in rt3.8.1? In-Reply-To: <47E74514-F9E1-4992-B78C-FCEBE36C9F90@ultra-secure.de> Message-ID: This is so that you may bookmark a ticket. When it is activated (colored in), the ticket is bookmarked. When it is not activated (grayed out), the ticket is not bookmarked. Rainer Duffner Sent by: rt-users-bounces at lists.bestpractical.com 08/18/2008 18:20 To RT Users cc Subject [rt-users] Silly question - what does the star mean in rt3.8.1? Hi, in the new version, each ticket has a star on the top right corner of the ticket-view that can be "activated" or "deactivated". What purpose is that feature for? This may sound silly, but I don't "get" it and there's no tooltip about it ;-) 3.8.1 is working quite well so far - I installed the RC5 over the weekend and helpdesk staff hasn't complained about anything, except maybe that styling is now a bit too gray for some tastes. Going back to the 3.4 design is really painful, though ;-) Regards, Rainer _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Tue Aug 19 11:27:37 2008 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 19 Aug 2008 17:27:37 +0200 Subject: [rt-users] Rt 3.6 or 3.8 ? Message-ID: <20080819152737.GD27226@pcjas.obspm.fr> Hi all I'm running FreeBSD, and at this moment I don't have the rt36 ports (freebsd package system). Of course I can install manually, but I'm a little stupid about CPAN (OK I think If I very want to I can install 3.8, but that's mean I don't use ports, and that s*** for maintaint uptodate all ports). The second point is I'm just going to begin using RT. The third point is : I'm going to use RT with mail (less I can use web interface more I feel confortable), so I don't knwon the compatibility between 3.8 and something like Command by email" (see http://wiki.bestpractical.com/ view/Extensions). My question is : What time you think the 3.6 version can be supported ? Or you advise is very to use 3.8 and don't start with 3.6 ? Lots of thanks. -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26 Heure local/Local time: Mar 19 ao? 2008 17:22:30 CEST From alibby at tangeis.com Tue Aug 19 11:38:35 2008 From: alibby at tangeis.com (Andrew Libby) Date: Tue, 19 Aug 2008 11:38:35 -0400 Subject: [rt-users] solution for auto-setting values on new tickets Message-ID: <48AAE8FB.4020201@tangeis.com> Greetings, I'm using RT, and use a variety of custom fields. I'd like to have the queue, and some default values for custom fields set on tickets "automagically". The ideal solution for me would be to set the queue based on a lookup in some data that relates queues to email domains, or whole email addresses. Then custom fields like customer, billing rate, owner, etc could be set at the same time. I seem to be spending more and more time maintaining these fields. I'd love a solution to this issue. I've experimented with scrips, but never really got it down. I imagine others have dealt with the likes of this before? Most of our tickets are created via the mail gateway, so either a replacement for, or enhancement to that would be ideal. I'm not above writing something myself provided I'm not re-inventing. Thanks! Andy -- =============================================== Tangeis, LLC Andrew Libby alibby at tangeis.com www.tangeis.com 610-761-1991 =============================================== From rainer at ultra-secure.de Tue Aug 19 11:47:25 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Tue, 19 Aug 2008 17:47:25 +0200 Subject: [rt-users] Rt 3.6 or 3.8 ? In-Reply-To: <20080819152737.GD27226@pcjas.obspm.fr> References: <20080819152737.GD27226@pcjas.obspm.fr> Message-ID: <48AAEB0D.5020904@ultra-secure.de> Albert Shih schrieb: > Hi all > > I'm running FreeBSD, and at this moment I don't have the rt36 ports > (freebsd package system). Of course I can install manually, but I'm a > little stupid about CPAN (OK I think If I very want to I can install 3.8, > but that's mean I don't use ports, and that s*** for maintaint uptodate all > ports). > > You (really) want to use the FreeBSD ports-system to install all the stuff that RT requires - installing RT via ports is optional, IMO. ATM, there's also no 3.8.x port anyway. > The second point is I'm just going to begin using RT. > > The third point is : I'm going to use RT with mail (less I can use web > interface more I feel confortable), so I don't knwon the compatibility > between 3.8 and something like Command by email" (see http://wiki.bestpractical.com/ > view/Extensions). > > My question is : What time you think the 3.6 version can be supported ? Or > you advise is very to use 3.8 and don't start with 3.6 ? > "Supported" is probably a question of how much you pay BP. I think they still support a number of customers with very old releases. Using it only by email is a bit weird, IMHO - it kind of negates all the advantages the web-interface has over Inboxes.. cu, Rainer From panu at colorplaza.com Tue Aug 19 11:29:45 2008 From: panu at colorplaza.com (panu at colorplaza.com) Date: Tue, 19 Aug 2008 17:29:45 +0200 Subject: [rt-users] Problem upgrading from 3.6.1 to 3.8.1 In-Reply-To: References: Message-ID: <48AAE6E9.5010501@colorplaza.com> Everything else is going just fine with the upgrade except the end result :) when I upgrade the schema I get various errors like: ERROR 1064 (42000) at line 131: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'CHARACTER SET utf8 NULL DEFAULT NULL' at line 1 whole query: ALTER TABLE Templates MODIFY Content BLOB CHARACTER SET utf8 NULL DEFAULT NULL; I don't see anything wrong with that line. also there's an error displaying in every page: The server encountered an internal error or misconfiguration and was unable to complete your request. etc... the error in error log is: Can't locate object method "CleanSlate" via package "RT::Action::SendEmail" at /opt/rt38/bin/../lib/RT/Interface/Web/Handler.pm line 213.\n, referer: http://... are these 2 errors related. From jpierce at cambridgeenergyalliance.org Tue Aug 19 12:46:15 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 19 Aug 2008 12:46:15 -0400 Subject: [rt-users] Tags Message-ID: Currently "tags" in RT refers to the identifying info in the subject, correct? What do people think of the utility of "proper" tags in RT? Basically, I envision them being used to group loosely affiliated tickets, rather than creating "sub-"queues. Is that too laissez-faire for RT? -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott at lackluster.net Tue Aug 19 12:57:37 2008 From: scott at lackluster.net (scott smith) Date: Tue, 19 Aug 2008 09:57:37 -0700 Subject: [rt-users] Mandatory custom field In-Reply-To: References: Message-ID: <48AAFB81.805@lackluster.net> Monti gmail wrote: > Hi, > > I added a new custom field named "Severiy" with Type "Select one value" > and Validatione = Mandatory. > I want SelfService ticktes to be filled with the mandatory new custom > filed but it is not the case. > New ticket could be open without providing a value for my new custom field. > > is there a way to force mandatory filed in ticket creation? You have to give "AssignCustomFields" perms to the group for the queue(s) in which they create tickets. That should do it. -scott From jesse at bestpractical.com Tue Aug 19 13:18:17 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 19 Aug 2008 13:18:17 -0400 Subject: [rt-users] 3.8.1rc5: dashboard subscription problems In-Reply-To: <1219107158.9596.200.camel@ook.latis.com> References: <1219106042.9596.193.camel@ook.latis.com> <342F130E-1610-4AC3-AA1D-9295C502B2D9@bestpractical.com> <1219107158.9596.200.camel@ook.latis.com> Message-ID: <148D7CA3-72FB-4D35-A826-D52DDFC6CAD4@bestpractical.com> On Aug 18, 2008, at 8:52 PM, Ole Craig wrote: > On Mon, 2008-08-18 at 20:40 -0400, Jesse Vincent wrote: >> Did you set up the cron jobs as described in the README? > > Jesse - > Boy, is my face red. > > Nope, once I was finished with the upgrade section and had what > appeared to be a functional system, I left the README. I beg > forgiveness > for not R'ing TFM in its entirety. (Although it might be nice to put a > pointer into the section titled "If you're upgrading from RT 3.0 or > newer". At the very least, you might get fewer questions from hasty > idiots like yours truly. :-) > > Is there anything in 3.8.1 that's not in rc5 for which I'll be > kicking myself if I don't upgrade again? I don't believe so. -j From pebomente at gmail.com Tue Aug 19 13:20:53 2008 From: pebomente at gmail.com (Pedro Bomente Filho) Date: Tue, 19 Aug 2008 14:20:53 -0300 Subject: [rt-users] RT 3.8 New Installation, migrating existing 3.6.1 database In-Reply-To: <608749AB-2E63-472E-878D-4EC9CF476CD3@bestpractical.com> References: <688e2b60808190641g4f069dcci6ad65e02f94696c8@mail.gmail.com> <688e2b60808190710s2b503adare4144bb9f80f9972@mail.gmail.com> <688e2b60808190747t5dff4b7xd4c940eb441a6fb0@mail.gmail.com> <608749AB-2E63-472E-878D-4EC9CF476CD3@bestpractical.com> Message-ID: <688e2b60808191020s83ee434v1ed8aec4bb22c2e9@mail.gmail.com> Hi, Sorry, I thought that I was sending to mail list. And, sorry for my english, it's not very well. More information about my system: Old Server: RT 3.6.1 mysql 5.0.32 perl v5.8.8 apache 2.2.3 New Server: RT 3.8.1 mysql 5.0.51a perl v5.8.8 apache 2.2.8 Thank you, Pedro Bomente 2008/8/19 Kevin Falcone : > > On Aug 19, 2008, at 10:47 AM, Pedro Bomente Filho wrote: > >> Hi again, >> >> I installed RT 3.8.1 and I tried upgrade database from 3.6.1. >> >> I'm trying upgrade only database, under a new installation. >> >> Here it didn't work. RT logout on such click. For example, when I >> click on ticket, RT logout. > > You should send mail to the list, not to me personally. > The most common cause of this was people failing to do the > mysql 4.0-4.1 upgrade properly. You've not provided enough > information to give a diagnosis though. > > -kevin > >> >> >> I don't know why happen it. >> >> Can anyone help me? >> >> Thank you, >> Pedro Bomente >> 2008/8/19 Pedro Bomente Filho : >>> 2008/8/19 Kevin Falcone : >>>> >>>> On Aug 19, 2008, at 9:41 AM, Pedro Bomente Filho wrote: >>>> >>>>> Hi anyone, >>>>> >>>>> I have a problem with RT 3.8 new installation and migrating >>>>> existing >>>>> 3.6.1 database. >>>> >>>> You don't say what version you're installing, but I assume 3.8.0 >>>> Use 3.8.1 instead >>> >>> I'm sorry, I'm trying to install 3.8.0 >>> >>>> >>>> -kevin >>>> >>>>> >>>>> >>>>> I'm gonna tell you my import process: >>>>> >>>>> I dumped my old db: >>>>> >>>>> mysqldump --opt --skip-lock-tables --single-transaction >>>>> --default-character-set=binary --databases rtdb > rt-backup.sql >>>>> >>>>> So, I imported on new RT server: >>>>> >>>>> mysql -u root -p rtdb < rt-import.sql >>>>> >>>>> and I ran: >>>>> >>>>> perl sbin/rt-setup-database --dba root --prompt-for-dba-password >>>>> --action upgrade >>>>> >>>>> But it is not working. Here, I got the follow error when I try >>>>> access a ticket: >>>>> >>>>> "Can't locate object method "header_out" via package >>>>> "Apache2::RequestRec" at /opt/rt3/share/html/dhandler line 53. " >>>>> >>>>> Can anyone help me? >>>>> >>>>> >>>>> Regards, >>>>> Pedro Bomente >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: 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 jesse at bestpractical.com Tue Aug 19 13:24:16 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 19 Aug 2008 13:24:16 -0400 Subject: [rt-users] Able to login with fake password In-Reply-To: <24245498.1219089070830.JavaMail.root@securemail.hdms.com> References: <18469113.1219081239491.JavaMail.root@securemail.hdms.com> <24245498.1219089070830.JavaMail.root@securemail.hdms.com> Message-ID: On Aug 18, 2008, at 3:51 PM, Percynski, Fred wrote: > The last changes I was making was to get external authentication to > Active Directory working. I tried installing > RT::Authen::ExternalAuth but it never finished successfully. I did > install Bundle::Net::LDAP sucessfully. > It looks like RT::Authen::ExternalAuth left things lying around which are messing with RT's authentication process. I'd recommend fully removing the files it installed and seeing how things look then. In particular, I'd remove things from /opt/rt3/local -j > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Monday, August 18, 2008 1:59 PM > To: Percynski, Fred > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Able to login with fake password > > > On Aug 18, 2008, at 1:40 PM, Percynski, Fred wrote: > >> error: Can't use an undefined value as an ARRAY reference at /opt/ >> rt3/local/lib/RT/User_Vendor.pm line 56. > > > Fred, > > Looks like you've installed a custom RT extension. What did you > install? > > - > The information contained in this message is privileged and > confidential. It is intended only for the recipient or entity listed > above. If the reader of this message is not the intended recipient, > you are hereby notified that any dissemination, distribution, or > copying of this message is strictly prohibited. If you have received > this message in error, please notify the sender immediately by > replying to the message and promptly deleting it from your computer. > Thank you. Health Data Management Solutions. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From monti.mail at gmail.com Tue Aug 19 13:26:42 2008 From: monti.mail at gmail.com (Monti gmail) Date: Tue, 19 Aug 2008 20:26:42 +0300 Subject: [rt-users] Mandatory custom field In-Reply-To: <48AAFB81.805@lackluster.net> References: <48AAFB81.805@lackluster.net> Message-ID: Hi Scott, I've tried that but still, when I open a new ticket from SelfService although the CF is mandatory, I can submit without valuse to the CF. On Tue, Aug 19, 2008 at 7:57 PM, scott smith wrote: > Monti gmail wrote: > >> Hi, >> I added a new custom field named "Severiy" with Type "Select one value" >> and Validatione = Mandatory. >> I want SelfService ticktes to be filled with the mandatory new custom >> filed but it is not the case. >> New ticket could be open without providing a value for my new custom >> field. >> is there a way to force mandatory filed in ticket creation? >> > > You have to give "AssignCustomFields" perms to the group for the queue(s) > in which they create tickets. That should do it. > > -scott > -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Tue Aug 19 13:56:50 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Aug 2008 10:56:50 -0700 Subject: [rt-users] LDAP Question Message-ID: <48AB0962.50503@lbl.gov> To List, WE use LDAP authentication for RT. What we want to do is have the LDAP authentication code evaluate the UserID so that not only the UserID works, but also the email address AND the Employee Id can be used as well. I thought there might be a way to point some LDAP configuration setting to point to a different directory/file or different parameter passed to allow such a condition. Does anyone have any experience with this kind of thing? Thanks in advance. Kenn LBNL From rainer at ultra-secure.de Tue Aug 19 14:30:29 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Tue, 19 Aug 2008 20:30:29 +0200 Subject: [rt-users] Is there a statistic that lists tickets per requestor? In-Reply-To: <1B145366-EFF8-4389-ABC6-8F15BD332A3A@bestpractical.com> References: <4E6EF176-E666-4AAE-AB61-84BC23A045FC@ultra-secure.de> <20080819074725.GA3178@easter-eggs.com> <48AA8D88.7050702@ultra-secure.de> <1B145366-EFF8-4389-ABC6-8F15BD332A3A@bestpractical.com> Message-ID: <3397EFB2-4AA7-4FCB-85A6-ABDE8BB43871@ultra-secure.de> Am 19.08.2008 um 14:11 schrieb Kevin Falcone: > > Can you take the query (from Advanced) that you're using and then > send instructions on what you did to get this error and mail it to > rt-bugs at bestpractical.com along with all your version information > and stack trace from this email so we can have a look? > > -kevin OK, it's #12125 Rainer From KFCrocker at lbl.gov Tue Aug 19 14:33:53 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 19 Aug 2008 11:33:53 -0700 Subject: [rt-users] RT LDAP Question continued Message-ID: <48AB1211.6040802@lbl.gov> To List, I had earlier said: "WE use LDAP authentication for RT. What we want to do is have the LDAP authentication code evaluate the UserID so that not only the UserID works, but also the email address AND the Employee Id can be used as well. I thought there might be a way to point some LDAP configuration setting to point to a different directory/file or different parameter passed to allow such a condition. Does anyone have any experience with this kind of thing? Thanks in advance." What I want to add is that we already have the required code in existence. In fact, we have it as perl code, .net code and in jsp. What I need to know is how can I get RT to execute this code in the most efficient way. I'd rather it be a matter of passing RT a different parameter or something, but certainly, there is a way to point it to a local directory/file whe executing "xxx" or something. Any ideas or experience in this?? Thanks. Kenn LBNL From HelmuthRamirez at compupay.com Tue Aug 19 15:29:02 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Tue, 19 Aug 2008 15:29:02 -0400 Subject: [rt-users] External Auth on Server with Multiple Instances In-Reply-To: <48A9E44D.60507@vianet.ca> References: <48A5AD95.8070300@vianet.ca><1219093241.9596.134.camel@ook.latis.com> <48A9E44D.60507@vianet.ca> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D18E@EXMIAMI01.compupay.com> We run two instances of RT on our server (separate installation trees). I installed my first instance and have everything up and running as it should be including External Auth for my AD users. First instance done. Installed second instance, RT works, cool so far. Now I want to get External Auth working for my second instance. What would be the way to accomplish this? I had previously installed External Auth via CPAN and it updated some files on its own. Is there a way a "tell" the new External Auth installation to look in my new RT installation tree? Cheers! Helmuth From Albert.Shih at obspm.fr Tue Aug 19 15:55:26 2008 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 19 Aug 2008 21:55:26 +0200 Subject: [rt-users] Rt 3.6 or 3.8 ? In-Reply-To: <48AAEB0D.5020904@ultra-secure.de> References: <20080819152737.GD27226@pcjas.obspm.fr> <48AAEB0D.5020904@ultra-secure.de> Message-ID: <20080819195526.GF97709@pcjas.obspm.fr> Le 19/08/2008 ? 17:47:25+0200, Rainer Duffner a ?crit > Albert Shih schrieb: > > You (really) want to use the FreeBSD ports-system to install all the > stuff that RT requires - installing RT via ports is optional, IMO. > ATM, there's also no 3.8.x port anyway. OK. > > > "Supported" is probably a question of how much you pay BP. I think they > still support a number of customers with very old releases. OK. That's mean not for me.... > > Using it only by email is a bit weird, IMHO - it kind of negates all the > advantages the web-interface has over Inboxes.. Well I'm old-man....and I'm going more speed with mutt/vi than with Firefox.... Thanks for the tips. Regards. -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26 Heure local/Local time: Mar 19 ao? 2008 21:51:44 CEST From HelmuthRamirez at compupay.com Tue Aug 19 15:59:55 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Tue, 19 Aug 2008 15:59:55 -0400 Subject: [rt-users] External Auth on Server with Multiple Instances In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D18E@EXMIAMI01.compupay.com> References: <48A5AD95.8070300@vianet.ca><1219093241.9596.134.camel@ook.latis.com> <48A9E44D.60507@vianet.ca> <7314881427FC8A4081673E8CEEA792490B70D18E@EXMIAMI01.compupay.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D192@EXMIAMI01.compupay.com> Ok, I got it working. I don't know if it's the "right" way, but its working. I just copied files from my existing installation into my new one. Specifically: /opt/rt3/local/plugins/RT-Authen-ExternalAuth /opt/rt3/local/lib/RT/Authen/ExternalAuth.pm /opt/rt3/local/man/auto/RT/Authen/ExternalAuth /opt/rt3/local/man/auto/RT/Authen/ExternalAuth/.packlist /opt/rt3/local/man/man3/RT::Authen::ExternalAuth.3pm To respective location in new tree -----Original Message----- From: Helmuth Ramirez Sent: Tuesday, August 19, 2008 3:29 PM To: rt-users at lists.bestpractical.com Subject: External Auth on Server with Multiple Instances We run two instances of RT on our server (separate installation trees). I installed my first instance and have everything up and running as it should be including External Auth for my AD users. First instance done. Installed second instance, RT works, cool so far. Now I want to get External Auth working for my second instance. What would be the way to accomplish this? I had previously installed External Auth via CPAN and it updated some files on its own. Is there a way a "tell" the new External Auth installation to look in my new RT installation tree? Cheers! Helmuth From pebomente at gmail.com Tue Aug 19 16:03:25 2008 From: pebomente at gmail.com (Pedro Bomente Filho) Date: Tue, 19 Aug 2008 17:03:25 -0300 Subject: [rt-users] Upgrade database from 3.6.1 to new server running RT 3.8.1 Message-ID: <688e2b60808191303n10104e11pb6b9101af31120b6@mail.gmail.com> Hi people, Can anyone help me to upgrade database from RT 3.6.1 to new server RT 3.8.1? I don't know what I'm doing wrong. How can I do it? I only found documentation to upgrade an existing server. Thank you, Pedro Bomente From HelmuthRamirez at compupay.com Tue Aug 19 16:14:35 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Tue, 19 Aug 2008 16:14:35 -0400 Subject: [rt-users] Upgrade database from 3.6.1 to new server running RT3.8.1 In-Reply-To: <688e2b60808191303n10104e11pb6b9101af31120b6@mail.gmail.com> References: <688e2b60808191303n10104e11pb6b9101af31120b6@mail.gmail.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D193@EXMIAMI01.compupay.com> Pedro, Based on our offline conversation, I think the first thing issue that needs to be tackled is why you can't access your db properly in the 3.8 world. Unfortunately I'm not smart enough to answer that, but maybe I can help troubleshoot with you. I too moved my RT installation to a new server (3.6.3 to 3.8.0 to 3.8.1). Prior to me upgrading the db, I was able to successfully access my new 3.8.0 installation and view my tickets. I imagine you should be able to also. I'm going to throw out some basic things (please do not take offense), do you have all the dependencies met for 3.8.1? Did you update your RT_SiteConfig.pm with your db name (I think you are using a different name from the default). -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Pedro Bomente Filho Sent: Tuesday, August 19, 2008 4:03 PM To: RT Users Subject: [rt-users] Upgrade database from 3.6.1 to new server running RT3.8.1 Hi people, Can anyone help me to upgrade database from RT 3.6.1 to new server RT 3.8.1? I don't know what I'm doing wrong. How can I do it? I only found documentation to upgrade an existing server. Thank you, Pedro Bomente _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From HelmuthRamirez at compupay.com Tue Aug 19 17:28:12 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Tue, 19 Aug 2008 17:28:12 -0400 Subject: [rt-users] More About in 3.8 for Privileged Users Message-ID: <7314881427FC8A4081673E8CEEA792490B70D199@EXMIAMI01.compupay.com> Hi everyone, I use the RTimportldap script to "sync" my users in RT. Previously in 3.6 I was able to see the "More About" section on each user, even though they were privileged by removing some lines in /path/to/your/rt/share/html/Ticket/Elements/ShowRequestor (per http://www.gossamer-threads.com/lists/rt/users/62314?search_string=more% 20about;#62314 ). I tried looking for the same thing in 3.8 but can't find it. Is there a global way to enable the More About option for all users, not just unprivileged one? Cheers! Helmuth Ramirez Sr. Network Administrator Compupay Inc. 3450 Lakeside Drive Suite 400 Miramar, FL 33027 tel: 954-874-4999 helmuthramirez at compupay.com www.compupay.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From dorotheamuecke at googlemail.com Tue Aug 19 17:45:47 2008 From: dorotheamuecke at googlemail.com (Dorothea Muecke-Herzberg) Date: Tue, 19 Aug 2008 22:45:47 +0100 Subject: [rt-users] include last 3 comments in email, numbering of comments, hyperlinks? Message-ID: (apologies if this is received twice, having trouble with my mailing list subscription) Here we go again, people have decided to run a new project via RT and have come up with a bucket full of "could you quickly add this feature" requests. The majority I actually can, but there are some I wonder anyone has already done this or has an idea how to do it: - always include the last N comments/replies of a ticket with the latest notification email being sent out - is it possible to automatically insert a html link to a different ticket in the reply to a ticket by just typing a pre-defined text, e.g. #rt-1024, and RT automatically replaces this in the text with the correct hyper link? Must be doable with some kind of text parsing. - is it possible to number the comments/replies in the ticket history, so that people can refer to comments by number, e.g. "Re: comment 234" Any help would be appreciated Doro PS: Oh, and while I am at it. We are have the problem that people using gmail/aol mail account do not receive RT email notifications. The error bounce message our mail-gateway receives contains: Final-Recipient: rfc822;joe.brown at gmail.com Action: failed Status: 5.6.1 Diagnostic-Code: smtp;554 5.6.1 Body type not supported by Remote Host X-Display-Name: Joey I found some postings years ago with regards to some mime problems, but thought they were resolved. From aliase573201 at mac.com Tue Aug 19 17:08:55 2008 From: aliase573201 at mac.com (Tom Smith) Date: Tue, 19 Aug 2008 14:08:55 -0700 Subject: [rt-users] Move RT instance to new server Message-ID: <608BFA37-D8C7-4507-B412-09BD9C8AC34D@mac.com> Hi, I need to move an RT 3.6.6 install from one server to another. I've been looking for instructions for doing this but haven't been abel to locate any. Without any documentation, the migration path that I've worked out is this... - Install RT 3.6.6 on the new server. - Copy RT_SiteConfig.pm and any other customizations (such as those in /opt/rt3/local) to the new server. - Dump and restore the MySQL database to the new server. Can anyone offer any input on this? Am I missing anything? Anything else that I should consider prior to moving RT over? Thanks in advance for your help! ~ Tom From tom at uffner.com Tue Aug 19 18:08:44 2008 From: tom at uffner.com (Tom Uffner) Date: Tue, 19 Aug 2008 18:08:44 -0400 Subject: [rt-users] RT 3.8.x port for FreeBSD? Message-ID: <48AB446C.1030302@uffner.com> Is there a FreeBSD port for RT 3.8.x in the works? and if so, about how soon will it be ready? thanks, tom From jpierce at cambridgeenergyalliance.org Tue Aug 19 18:53:13 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 19 Aug 2008 18:53:13 -0400 Subject: [rt-users] Problem with scrips and REST Message-ID: I've been using RT::Client::REST to pass information form a pretty front-end form into RT, but I just noticed a few problems that I've been unable to figure out. I'm writing both rt-users, and the module author because it's not clear where the problem lies... * Tickets created with the REST client have a From: set to the address of the user the that the script is connecting as, whereas tickets created from the web interface have no From: * Even though the requestor field is set properly, none of the standard templates get sent [Tue Aug 19 22:37:04 2008] [info]: < rt-3.8.0-30604-1219185424-1099.22-3-0 at cambenergy.org> #22/297 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Tue Aug 19 22:37:04 2008] [info]: < rt-3.8.0-30604-1219185424-1099.22-3-0 at cambenergy.org> No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:337) [Tue Aug 19 22:37:04 2008] [info]: < rt-3.8.0-30604-1219185424-508.22-4-0 at cambenergy.org> #22/297 - Scrip 4 On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Tue Aug 19 22:37:04 2008] [info]: < rt-3.8.0-30604-1219185424-508.22-4-0 at cambenergy.org> No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:337) [Tue Aug 19 22:37:05 2008] [info]: Ticket 22 created in queue 'Homes' by REST (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) Any help would be greatly appreciated. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From ch_flores at yahoo.com Tue Aug 19 18:59:44 2008 From: ch_flores at yahoo.com (christopher flores) Date: Tue, 19 Aug 2008 23:59:44 +0100 (BST) Subject: [rt-users] need help on rt-reminder script Message-ID: <562736.61067.qm@web50008.mail.re2.yahoo.com> Hi, I'm new to RT and i wanted to implement Ticket Reminder on our system using http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind script. Which supports multiple Queues, but I get this error message when i run the script: [crit]: Can't locate object method "Config" via package "RT" at RT-Remind.pm line 136. (/usr/local/rt/lib//RT.pm:361) Can't locate object method "Config" via package "RT" at RT-Remind.pm line 136 Line 136 is: my($sendmail) = RT->Config->Get('SendmailPath') . " " . RT->Config->Get('SendmailArguments'); Is there anything that is missing on the script that i should add or edit? Thanks for any help! --------------------------------- Get your new Email address! Grab the Email name you've always wanted before someone else does! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ocraig at stillsecure.com Tue Aug 19 19:24:55 2008 From: ocraig at stillsecure.com (Ole Craig) Date: Tue, 19 Aug 2008 17:24:55 -0600 Subject: [rt-users] Problem upgrading from 3.6.1 to 3.8.1 In-Reply-To: <48AAE6E9.5010501@colorplaza.com> References: <48AAE6E9.5010501@colorplaza.com> Message-ID: <1219188295.9596.271.camel@ook.latis.com> On Tue, 2008-08-19 at 17:29 +0200, panu at colorplaza.com wrote: ALTER TABLE Templates MODIFY Content BLOB CHARACTER SET utf8 NULL > DEFAULT NULL; > > I don't see anything wrong with that line. Panu - Don't know about your other problem, but I ran into this SQL burp in four or five different tables while going from 3.6.0 to 3.8.1rc5. MySQL doesn't like the CHARACTER SET directive for a field of type BLOB. These lines should probably be changed to specify TEXT instead of BLOB (or you could remove the 'CHARACTER SET utf8' directive if you know the fields in question are used to store binary data instead of text.) Looking at my database, Templates.Content is definitely TEXT. Oh, and one other thing to watch out for -- the sql.queries file that I got out of running "etc/upgrade/schema.mysql-4.0-4.1.pl" contained some destructive transforms that I had to change. Several multi-character fields were temporarily transformed into type CHAR, which truncated them to a single character. Check your sql.queries file (e.g. 'grep " CHAR " sql.queries) and make sure you're not hitting the same thing; in my case, one of the fields that was thus truncated was in fact this same Templates.Content field. RT's templates don't work so good when they consist of only one character. :-) (And of course, you should reload the pristine 3.6.1 database snapshot and start all over again after editing the sql.queries file. But you knew that. :-) Cheers, Ole - /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com On Tue, 2008-08-19 at 17:29 +0200, panu at colorplaza.com wrote: > ALTER TABLE Templates MODIFY Content BLOB CHARACTER SET utf8 NULL > DEFAULT NULL; > > I don't see anything wrong with that line. From jpierce at cambridgeenergyalliance.org Tue Aug 19 20:18:56 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 19 Aug 2008 20:18:56 -0400 Subject: [rt-users] Problem with scrips and REST In-Reply-To: References: Message-ID: Actually, the Scrip 4 error is normal, as there are no queue watchers right now. Also, this is RT 3.8 -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Aug 19 20:38:45 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 19 Aug 2008 20:38:45 -0400 Subject: [rt-users] need help on rt-reminder script In-Reply-To: <562736.61067.qm@web50008.mail.re2.yahoo.com> References: <562736.61067.qm@web50008.mail.re2.yahoo.com> Message-ID: On Aug 19, 2008, at 6:59 PM, christopher flores wrote: > I'm new to RT and i wanted to implement Ticket Reminder on our > system using http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind > script. Which supports multiple Queues, but I get this error message > when i run the script: > [crit]: Can't locate object method "Config" via package "RT" at RT- > Remind.pm line 136. (/usr/local/rt/lib//RT.pm:361) > Can't locate object method "Config" via package "RT" at RT-Remind.pm > line 136 You don't say what version of RT you're using, but that script is using syntax that is specific to RT 3.8.x -kevin > > > Line 136 is: > my($sendmail) = RT->Config->Get('SendmailPath') . " " . RT->Config- > >Get('SendmailArguments'); > > Is there anything that is missing on the script that i should add or > edit? From alibby at tangeis.com Tue Aug 19 22:05:35 2008 From: alibby at tangeis.com (Andrew Libby) Date: Tue, 19 Aug 2008 22:05:35 -0400 Subject: [rt-users] solution for auto-setting values on new tickets In-Reply-To: <20080819160919.GH3178@easter-eggs.com> References: <48AAE8FB.4020201@tangeis.com> <20080819160919.GH3178@easter-eggs.com> Message-ID: <48AB7BEF.1000200@tangeis.com> Thanks Emmanuel, This is a great help! I'm off and running. Thanks again. Andy Emmanuel Lacour wrote: > On Tue, Aug 19, 2008 at 11:38:35AM -0400, Andrew Libby wrote: >> Greetings, >> >> I'm using RT, and use a variety of custom fields. >> I'd like to have the queue, and some default values for >> custom fields set on tickets "automagically". The ideal >> solution for me would be to set the queue based on a lookup >> in some data that relates queues to email domains, or >> whole email addresses. Then custom fields like customer, >> billing rate, owner, etc could be set at the same time. >> >> I seem to be spending more and more time maintaining these >> fields. I'd love a solution to this issue. I've >> experimented with scrips, but never really got it down. >> >> I imagine others have dealt with the likes of this before? >> >> Most of our tickets are created via the mail gateway, so >> either a replacement for, or enhancement to that would be >> ideal. >> > > You just have to write an RT scrip that do that. > > For _example_, here, all emails comes to a queue named "support", we have a > scrip like this which lookup the requestor in our customer DB and move the > ticket to the right queue (one queue per customer here, but this can be also a > customfield). Hope this can help you writting the correct scrips for your > setup. > > Condition: On Create > Action: User defined > Template: empty > Stage: TransactionCreate > > Action: > ---------------- > # Creator > my $Actor = $self->TransactionObj->Creator; > # Not for RT_SystemUser > return 1 if $Actor == $RT::SystemUser->id; > > # Creator Email > my $CurrentUser = RT::CurrentUser->new(); > $CurrentUser->Load($Actor); > my $email = $CurrentUser->EmailAddress; > $RT::Logger->info("AutoQueue: Creator: $email"); > > > # Queue > my $Queue = $self->TicketObj->QueueObj; > > # Only for queue support > return 1 if ($Queue->Name ne 'support'); > > # Get the customer > my $newqueue; > use Net::LDAP; > use Net::LDAP::LDIF; > my $binddn = ""; > my $bindpw = ""; > my $base = "ou=customers,o=foo-bar"; > my $host = "ldaps://ldap.foo-bar.fr/"; > $RT::Logger->info("AutoQueue: Ldap connect"); > my $ldap = Net::LDAP->new($host); > $RT::Logger->info("AutoQueue: Ldap bind"); > $ldap->bind("$binddn", password => "$bindpw", version => 3) if ($binddn && $bindpw); > > $RT::Logger->info("AutoQueue: Ldap search"); > my $mesg = $ldap->search(base => $base , filter => "(&(objectclass=eecustomerpeople)(mail=$email))", attrs => [ 'dn' ]); > # Check we get only one customer > if ($mesg->count == 1) { > my $entry = $mesg->entry(0); > $newqueue = $entry->dn(); > $newqueue =~ s/^.*,uid=([^,]+),ou=customers,o=foo-bar/$1/; > $RT::Logger->info("AutoQueue: Newqueue: $newqueue"); > $ldap->unbind; > } else { > $RT::Logger->info("AutoQueue: Ldap disconnect"); > $ldap->unbind; > return 1; > } > > # Change queue > if ($newqueue) { > $RT::Logger->info("AutoQueue: Queue change"); > my ($status, $msg) = $self->TicketObj->SetQueue($newqueue); > unless ($status) { > $RT::Logger->warning("AutoQueue: unable to set new queue"); > return undef; > } > } > > return 1; > > ----------- > -- =============================================== Tangeis, LLC Andrew Libby alibby at tangeis.com www.tangeis.com 610-761-1991 =============================================== From trentbuck at gmail.com Tue Aug 19 22:04:54 2008 From: trentbuck at gmail.com (Trent W. Buck) Date: Wed, 20 Aug 2008 12:04:54 +1000 Subject: [rt-users] Rt3.8 package for debian References: <1218843134.4274.7.camel@cyclops.etc.gen.nz> Message-ID: <30ljyssapl.fsf@Clio.twb.ath.cx> Andrew Ruthven writes: > I've built some RT 3.8.1rc5 packages which I've been using on Lenny. > deb http://debian.etc.gen.nz lenny rt There is a missing Recommends for libgraphviz-perl. Also, I'd appreciate copies of the .dsc and .diff.gz. From mike.peachey at jennic.com Wed Aug 20 05:24:45 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 20 Aug 2008 10:24:45 +0100 Subject: [rt-users] External Auth on Server with Multiple Instances In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D192@EXMIAMI01.compupay.com> References: <48A5AD95.8070300@vianet.ca><1219093241.9596.134.camel@ook.latis.com> <48A9E44D.60507@vianet.ca> <7314881427FC8A4081673E8CEEA792490B70D18E@EXMIAMI01.compupay.com> <7314881427FC8A4081673E8CEEA792490B70D192@EXMIAMI01.compupay.com> Message-ID: <48ABE2DD.8010308@jennic.com> Helmuth Ramirez wrote: > Ok, I got it working. I don't know if it's the "right" way, but its > working. I just copied files from my existing installation into my new > one. > > Specifically: > > /opt/rt3/local/plugins/RT-Authen-ExternalAuth > /opt/rt3/local/lib/RT/Authen/ExternalAuth.pm > /opt/rt3/local/man/auto/RT/Authen/ExternalAuth > /opt/rt3/local/man/auto/RT/Authen/ExternalAuth/.packlist > /opt/rt3/local/man/man3/RT::Authen::ExternalAuth.3pm > > To respective location in new tree Yes, that's right. ExternalAuth isn't installed into a system.. it's installed into an RT installation. -- 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 at etc.gen.nz Wed Aug 20 05:45:06 2008 From: andrew at etc.gen.nz (Andrew Ruthven) Date: Wed, 20 Aug 2008 21:45:06 +1200 Subject: [rt-users] Rt3.8 package for debian In-Reply-To: References: <1218843134.4274.7.camel@cyclops.etc.gen.nz> Message-ID: <1219225506.4280.36.camel@cyclops.etc.gen.nz> Hi Johan, Could you please let me know what request of my request-tracker3.8 package you've installed? libemail-address-perl is on the dependency list at the moment, but there was a missing comma that might have caused issues. I've added libgraphviz-perl, thanks! Cheers! On Mon, 2008-08-18 at 10:03 +0300, johan baarman wrote: > Hi Andrew, > > Yes, I found your instructions later while browsing the email-archive. > Since this is a fresh install I went ahead and upgraded to lenny at > the same time. It worked like a charm except when initializing the > database. It was complaining that "Can't locate Email/Address.pm in > @INC..." I figured it was missing package libemail-address-perl and > after starting RT there were also an error about missing Graphviz so I > also had to install package libgraphviz-perl. It's running fine now, > thanks to your package. > > Br, Johan -- Andrew Ruthven Wellington, New Zealand At home: andrew at etc.gen.nz | This space intentionally | left blank. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From andrew at etc.gen.nz Wed Aug 20 05:40:46 2008 From: andrew at etc.gen.nz (Andrew Ruthven) Date: Wed, 20 Aug 2008 21:40:46 +1200 Subject: [rt-users] Rt3.8 package for debian In-Reply-To: <30ljyssapl.fsf@Clio.twb.ath.cx> References: <1218843134.4274.7.camel@cyclops.etc.gen.nz> <30ljyssapl.fsf@Clio.twb.ath.cx> Message-ID: <1219225246.4280.33.camel@cyclops.etc.gen.nz> On Wed, 2008-08-20 at 12:04 +1000, Trent W. Buck wrote: > Andrew Ruthven writes: > > I've built some RT 3.8.1rc5 packages which I've been using on Lenny. > > deb http://debian.etc.gen.nz lenny rt > > There is a missing Recommends for libgraphviz-perl. Rats, so it is. I add the build-deps line, but not the dependency. Fixed. And I've updated the Lenny version to 3.8.1. > Also, I'd appreciate copies of the .dsc and .diff.gz. Sure. My repository management software doesn't handle source at the moment. I'll email them privately. I'm storing my build tree in a git repo at: http://git.catalyst.net.nz/gw?p=request-tracker.git;a=summary You can check it out using: git clone git://git.catalyst.net.nz/request-tracker.git Cheers! -- Andrew Ruthven Wellington, New Zealand At home: andrew at etc.gen.nz | This space intentionally | left blank. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From panu at colorplaza.com Wed Aug 20 06:03:47 2008 From: panu at colorplaza.com (panu at colorplaza.com) Date: Wed, 20 Aug 2008 12:03:47 +0200 Subject: [rt-users] Problem upgrading from 3.6.1 to 3.8.1 In-Reply-To: References: Message-ID: <48ABEC03.7050307@colorplaza.com> > ALTER TABLE Templates MODIFY Content BLOB CHARACTER SET utf8 NULL >> DEFAULT NULL; >> >> I don't see anything wrong with that line. > > Panu - > Don't know about your other problem, but I ran into this SQL burp in > four or five different tables while going from 3.6.0 to 3.8.1rc5. MySQL > doesn't like the CHARACTER SET directive for a field of type BLOB. These > lines should probably be changed to specify TEXT instead of BLOB (or you > could remove the 'CHARACTER SET utf8' directive if you know the fields > in question are used to store binary data instead of text.) > > Looking at my database, Templates.Content is definitely TEXT. > > Oh, and one other thing to watch out for -- the sql.queries file > that I got out of running "etc/upgrade/schema.mysql-4.0-4.1.pl" > contained some destructive transforms that I had to change. Several > multi-character fields were temporarily transformed into type CHAR, > which truncated them to a single character. Check your sql.queries file > (e.g. 'grep " CHAR " sql.queries) and make sure you're not hitting the > same thing; in my case, one of the fields that was thus truncated was in > fact this same Templates.Content field. RT's templates don't work so > good when they consist of only one character. :-) Ole, thanks a lot, I should have paid more attention to that. I for some reason mixed up TEXT and CHAR. As the fields the queries wanted to convert to blob were already blob I just deleted those rows and I now have probably? a properly upgraded DB. (yes I restored an old dump first :) I still have various problems, the cleanslate problem still appear in the logs with various pages. For example: Can't locate object method "CleanSlate" via package "RT::Action::SendEmail" at /opt/rt38/bin/../lib/RT/Interface/Web/Handler.pm line 213.\n, referer: http://xxx.yyy.com/Search/Simple.html I also get internal server error with simple search. And for example "homepage" has: RT::Ticket::ACLEquivalenceObjects Unimplemented in RT::Principal. (/opt/rt38/bin/../lib/RT/Principal_Overlay.pm line 327) and I can't see any of my tickets. Same kind of error appears on almost all pages. From extern.michael.burghart at audi.de Wed Aug 20 05:58:24 2008 From: extern.michael.burghart at audi.de (Burghart, Michael (I/ET-83, extern)) Date: Wed, 20 Aug 2008 11:58:24 +0200 Subject: [rt-users] ORA-12154: TNS:could not resolve the connect identifier specified Message-ID: Hi... I am new to this list so please apologize if I do not know yet the etiquette in her and if the error I get confused with is a trivial one. I am a Perl devloper but Oracle is rather new to me. My job is to move an RT 3.6.5 to an RT 3.8.0. The OS is RHEL5. The database system is an remote Oracle server. So far so good. I installed the Oracle client along with RT and always get the error mentioned above. in $ORACLE_HOME/network/admin there reside the following .ora files: ldap.ora, sqlnet.ora and tnsnames.ora ( I can send them if needed, just don't wanted to send a huge bunch of files). All perl modules seem to be installed. Can anybody give me a hint on where to look for a solution? DBD::Oracle: 1.22 DBI: 1.607 rt-3.8.0 Oracle: 10.2.0 -- Mit freundlichen Gr??en Michael Burghart CAT Service Center AUDI AG, I/ET-83 extern Tel: +49 841 89 - 39819 http://catsc-web.in.audi.vwg mailto:extern.michael.burghart at audi.de EPOS CAT GmbH Tel: +49 841 88197070 Fax: +49 841 88197080 http://www.epos-cat.de/ mailto:michael.burghart at epos-cat.de Sitz/Domicile: Ingolstadt Registergericht/Court of Registry: Amtsgericht Ingolstadt HRB Nr./Commercial Register No.: 2802 Gesch?ftsf?hrer/Managing Director: G?nter See Wichtiger Hinweis: Die vorgenannten Angaben werden jeder E-Mail automatisch hinzugef?gt und lassen keine R?ckschl?sse auf den Rechtscharakter der E-Mail zu. Important Notice: The above information is automatically added to this e-mail. This addition does not constitute a representation that the content of this e-mail is legally relevant and/or is intended to be legally binding upon EPOS CAT GmbH. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Wed Aug 20 06:56:28 2008 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 20 Aug 2008 12:56:28 +0200 Subject: [rt-users] RT 3.8.x port for FreeBSD? In-Reply-To: <48AB446C.1030302@uffner.com> References: <48AB446C.1030302@uffner.com> Message-ID: <20080820105628.GC79716@pcjas.obspm.fr> Le 19/08/2008 ? 18:08:44-0400, Tom Uffner a ?crit > Is there a FreeBSD port for RT 3.8.x in the works? and if so, about how > soon will it be ready? http://lists.freebsd.org/pipermail/freebsd-ports/2008-August/050271.html Regards. -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Heure local/Local time: Mer 20 ao? 2008 12:55:53 CEST From HelmuthRamirez at compupay.com Wed Aug 20 08:46:58 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 20 Aug 2008 08:46:58 -0400 Subject: [rt-users] Move RT instance to new server In-Reply-To: <608BFA37-D8C7-4507-B412-09BD9C8AC34D@mac.com> References: <608BFA37-D8C7-4507-B412-09BD9C8AC34D@mac.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D19B@EXMIAMI01.compupay.com> Tom, That sounds like what I did when I had to move my RT instance. Don't forget your aliases file :) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tom Smith Sent: Tuesday, August 19, 2008 5:09 PM To: rt-users Subject: [rt-users] Move RT instance to new server Hi, I need to move an RT 3.6.6 install from one server to another. I've been looking for instructions for doing this but haven't been abel to locate any. Without any documentation, the migration path that I've worked out is this... - Install RT 3.6.6 on the new server. - Copy RT_SiteConfig.pm and any other customizations (such as those in /opt/rt3/local) to the new server. - Dump and restore the MySQL database to the new server. Can anyone offer any input on this? Am I missing anything? Anything else that I should consider prior to moving RT over? Thanks in advance for your help! ~ 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 sturner at MIT.EDU Wed Aug 20 09:02:29 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 20 Aug 2008 09:02:29 -0400 Subject: [rt-users] ORA-12154: TNS:could not resolve the connect identifier specified In-Reply-To: References: Message-ID: On Wed, 20 Aug 2008 05:58:24 -0400, Burghart, Michael (I/ET-83, extern) wrote: > Hi... > > I am new to this list so please apologize if I do not know yet the > etiquette in her and if the error I get confused with is a trivial one. > I am a Perl devloper but Oracle is rather new to me. > > My job is to move an RT 3.6.5 to an RT 3.8.0. The OS is RHEL5. The > database system is an remote Oracle server. > So far so good. > I installed the Oracle client along with RT and always get the error > mentioned above. > in $ORACLE_HOME/network/admin there reside the following .ora files: > ldap.ora, sqlnet.ora and tnsnames.ora ( I can send them if needed, just > don't wanted to send a huge bunch of files). > All perl modules seem to be installed. > > Can anybody give me a hint on where to look for a solution? > Michael, This is an Oracle config problem, so it's beyond the scope of the list. Having said that, the problem appears to be that the Oracle client isn't configured correctly and it can't locate your remote database. The "oerr" utility gives this info for the error code you see: % oerr ora 12154 12154, 00000, "TNS:could not resolve service name" // *Cause: The service name specified is not defined correctly in the // TNSNAMES.ORA file. // *Action: Make the following checks and correct the error: // - Verify that a TNSNAMES.ORA file exists and is in the proper // place and accessible. See the operating system specific manual // for details on the required name and location. // - Check to see that the service name exists in one of the // TNSNAMES.ORA files and add it if necessary. // - Make sure there are no syntax errors anywhere in the file. // Particularly look for unmatched parentheses or stray characters. // Any error in a TNSNAMES.ORA file makes it unusable. See // Chapter 4 in the SQL*Net V2 Administrator's Guide. If // possible, regenerate the configuration files using the Oracle // Network Manager. I'd enlist the help of your DBA to get you past this problem... Steve From st at mobilepeople.com Wed Aug 20 09:22:13 2008 From: st at mobilepeople.com (Sebastien Termeau) Date: Wed, 20 Aug 2008 15:22:13 +0200 Subject: [rt-users] Problem after an upgrade to 3.8.1 Message-ID: <359a4bc30808200622r4d91be53rec950e9243bb0531@mail.gmail.com> Dear RT-Users, I have a really recent RT 3.6.7 installation (around 200 tickets) running on CentOS 5.2. I was able to upgrade to 3.8.0 without problems. The problems appear when I tried to upgrade either from 3.6.7 to 3.8.1 or from 3.8.0 to 3.8.1. A fresh 3.8.1 installation works fine. After the upgrade, when I try to access the web interface I only receive a blank page. In my apache error log file, the following message is present: Out of memory! Callback called exit. I got the same error when I tried to use "rt-clean-sessions". Using 'perl -d', I tracked down the error to RT::Interface::Web::Session::ClearByUser line 246 eval { tie %session, $class, $id, $attrs }; -> $class=Apache::Session::MySQL -> $id=3d97a1c2c09740acfee006d0221d1d12 -> attrs is an empty hash I tried to remove all the existing sessions in the database : delete from sessions; And it was working fine for 5 minutes. Then the same error rise again. Did I missed something in the upgrade process? Do you have a suggestion? Regards From charlie.reddington at gmail.com Wed Aug 20 09:41:16 2008 From: charlie.reddington at gmail.com (Charlie Reddington) Date: Wed, 20 Aug 2008 08:41:16 -0500 Subject: [rt-users] First login not working Message-ID: Hi, Looking to log into RT for the very first time. I entered root and 'password' for the user details and it returns 'Your username or password is incorrect'. During the install I did have issues with the init of the database. During the make initialize db I got this error. I ran this from the source directory. ./sbin/rt-setup-database --action init --dba rtuser --prompt-for-dba- password In order to create or update your RT database, this script needs to connect to your Pg instance on localhost as rtuser Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: Pg Host: localhost Name: rt3 User: rtuser DBA: rtuser Now creating a Pg database rt3 for RT. Done. Now populating database schema. Done. Now inserting database ACLs Couldn't finish 'acl' step. ERROR: Couldn't run SQL query: GRANT USAGE, SELECT, UPDATE ON attachments_id_seq TO rtuser; ERROR: ERROR: invalid privilege type USAGE for table The rtuser should be able to do everything. It does create the database. It is owned by rtuser. So that seems to be pretty much good to go. But setting the permissions seems to fail. I'm installing rt 3.8.0 I'm using postgres 8.1.11 Any ideas here? Thanks, Charlie From knappe at visionlink.org Wed Aug 20 10:33:10 2008 From: knappe at visionlink.org (Tyler Knappe) Date: Wed, 20 Aug 2008 08:33:10 -0600 Subject: [rt-users] [rt-mailgate] "--action comment" not commenting Message-ID: <48AC2B26.3070203@visionlink.org> Hi all, I am running RT 3.6.3 using fetchmail to retrieve messages from our mail server. I have two email addresses setup to receive mail, rt at vl.org and comment at vl.org. Within the fetchmail config file rt at vl.org correctly uses '--action correspond' to make a ticket within RT. However, when sending mail to comment at vl.org it doesn't seem to correctly use the '--action comment' to comment on tickets, rather it never comments and only corresponds, creating new tickets. Though rt-mailgate shows this: =item Action The action being performed. At the moment, it's one of "comment" or "correspond" I've isolated it to rt-mailgate, ruling out the mail server and fetchmail. Any ideas? Thanks, -Tyler -- Tyler Knappe | IT Assistant | VisionLink | First National Center | 3101 Iris Avenue, Suite 240 | Boulder CO, 80301 | 303.402.0170 ext. 124 From fpercynski at hdms.com Wed Aug 20 10:34:09 2008 From: fpercynski at hdms.com (Percynski, Fred) Date: Wed, 20 Aug 2008 10:34:09 -0400 Subject: [rt-users] Able to login with fake password In-Reply-To: References: <18469113.1219081239491.JavaMail.root@securemail.hdms.com> <24245498.1219089070830.JavaMail.root@securemail.hdms.com> Message-ID: <11917882.1219242843852.JavaMail.root@securemail.hdms.com> I did as you suggested and that resolved the problem. Thanks for the help. ________________________________ From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, August 19, 2008 1:24 PM To: Percynski, Fred Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Able to login with fake password On Aug 18, 2008, at 3:51 PM, Percynski, Fred wrote: The last changes I was making was to get external authentication to Active Directory working. I tried installing RT::Authen::ExternalAuth but it never finished successfully. I did install Bundle::Net::LDAP sucessfully. It looks like RT::Authen::ExternalAuth left things lying around which are messing with RT's authentication process. I'd recommend fully removing the files it installed and seeing how things look then. In particular, I'd remove things from /opt/rt3/local -j ________________________________ From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Monday, August 18, 2008 1:59 PM To: Percynski, Fred Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Able to login with fake password On Aug 18, 2008, at 1:40 PM, Percynski, Fred wrote: error: Can't use an undefined value as an ARRAY reference at /opt/rt3/local/lib/RT/User_Vendor.pm line 56. Fred, Looks like you've installed a custom RT extension. What did you install? - The information contained in this message is privileged and confidential. It is intended only for the recipient or entity listed above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this message is strictly prohibited. If you have received this message in error, please notify the sender immediately by replying to the message and promptly deleting it from your computer. Thank you. Health Data Management Solutions. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com - The information contained in this message is privileged and confidential. It is intended only for the recipient or entity listed above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this message is strictly prohibited. If you have received this message in error, please notify the sender immediately by replying to the message and promptly deleting it from your computer. Thank you. Health Data Management Solutions. -------------- next part -------------- An HTML attachment was scrubbed... URL: From aliase573201 at mac.com Wed Aug 20 10:58:29 2008 From: aliase573201 at mac.com (Tom Smith) Date: Wed, 20 Aug 2008 07:58:29 -0700 Subject: [rt-users] Move RT instance to new server In-Reply-To: References: Message-ID: If I go through the standard RT installation, including the db initialization, will I still need to follow the steps in UPGRADING? ~ Tom On Aug 19, 2008, at 3:17 PM, Joachim Thuau wrote: > The schema of the db also needs to be upgraded. > > It should be documented in the UPGRADING file. > > Jok > > ----- Original Message ----- > From: rt-users-bounces at lists.bestpractical.com bounces at lists.bestpractical.com> > To: rt-users > Sent: Tue Aug 19 14:08:55 2008 > Subject: [rt-users] Move RT instance to new server > > Hi, > > I need to move an RT 3.6.6 install from one server to another. I've > been looking for instructions for doing this but haven't been abel to > locate any. > > Without any documentation, the migration path that I've worked out is > this... > > - Install RT 3.6.6 on the new server. > - Copy RT_SiteConfig.pm and any other customizations (such as those > in /opt/rt3/local) to the new server. > - Dump and restore the MySQL database to the new server. > > Can anyone offer any input on this? Am I missing anything? Anything > else that I should consider prior to moving RT over? > > Thanks in advance for your help! > > ~ 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Wed Aug 20 11:03:26 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 20 Aug 2008 11:03:26 -0400 Subject: [rt-users] Move RT instance to new server In-Reply-To: References: Message-ID: <7314881427FC8A4081673E8CEEA792490B70D1A2@EXMIAMI01.compupay.com> According to your e-mail though you're doing a lateral migration 3.6.6 to 3.6.6. You wouldn't need to do anything other than restore the db. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tom Smith Sent: Wednesday, August 20, 2008 10:58 AM To: Joachim Thuau Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Move RT instance to new server If I go through the standard RT installation, including the db initialization, will I still need to follow the steps in UPGRADING? ~ Tom On Aug 19, 2008, at 3:17 PM, Joachim Thuau wrote: The schema of the db also needs to be upgraded. It should be documented in the UPGRADING file. Jok ----- Original Message ----- From: rt-users-bounces at lists.bestpractical.com To: rt-users Sent: Tue Aug 19 14:08:55 2008 Subject: [rt-users] Move RT instance to new server Hi, I need to move an RT 3.6.6 install from one server to another. I've been looking for instructions for doing this but haven't been abel to locate any. Without any documentation, the migration path that I've worked out is this... - Install RT 3.6.6 on the new server. - Copy RT_SiteConfig.pm and any other customizations (such as those in /opt/rt3/local) to the new server. - Dump and restore the MySQL database to the new server. Can anyone offer any input on this? Am I missing anything? Anything else that I should consider prior to moving RT over? Thanks in advance for your help! ~ 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From geir at mnemonic.no Wed Aug 20 10:54:11 2008 From: geir at mnemonic.no (Geir Skjotskift) Date: Wed, 20 Aug 2008 16:54:11 +0200 Subject: [rt-users] Issue with iso/utf in 3.8.1? Message-ID: <20080820145411.GX21244@mnemonic.no> Hello, Has anyone else had problems with special character after upgrading to rt 3.8.1? The nordic letters ??? is now missrepresented in both user-realname and case texts. It looks like some iso-8859-x <-> utf-8 problems, but I can't seem to find any settings related to this in the configuration files. -geir -- **--**--**--**--**--**--**--**--**--**--**--**--**--**-- Geir Skjotskift, mnemonic AS Email : geir at mnemonic.no Wergelandsveien 25 Cell : +47 95 10 51 09 N-0167 Oslo, NORWAY Fax : +47 23 20 47 01 Key A2360FF3 availiable at subkeys.pgp.net -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From elacour at easter-eggs.com Wed Aug 20 11:08:09 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 20 Aug 2008 17:08:09 +0200 Subject: [rt-users] Issue with iso/utf in 3.8.1? In-Reply-To: <20080820145411.GX21244@mnemonic.no> References: <20080820145411.GX21244@mnemonic.no> Message-ID: <20080820150809.GH3165@easter-eggs.com> On Wed, Aug 20, 2008 at 04:54:11PM +0200, Geir Skjotskift wrote: > Hello, > > Has anyone else had problems with special character after upgrading > to rt 3.8.1? The nordic letters ??? is now missrepresented in both > user-realname and case texts. It looks like some iso-8859-x <-> utf-8 > problems, but I can't seem to find any settings related to this in the > configuration files. > You're using mysql, right? Did you run the schema.mysql-4.0-4.1 upgrade ? From geir at mnemonic.no Wed Aug 20 11:20:44 2008 From: geir at mnemonic.no (Geir Skjotskift) Date: Wed, 20 Aug 2008 17:20:44 +0200 Subject: [rt-users] Issue with iso/utf in 3.8.1? In-Reply-To: <20080820150809.GH3165@easter-eggs.com> References: <20080820145411.GX21244@mnemonic.no> <20080820150809.GH3165@easter-eggs.com> Message-ID: <20080820152044.GY21244@mnemonic.no> Emmanuel Lacour wrote: > You're using mysql, right? > > Did you run the schema.mysql-4.0-4.1 upgrade ? using mysql yes. I ran the "/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade" and specified 3.8.0 as "upgrade from" and it said no database updates from 3.8.0 I did the upgrade from 3.6.1 -> 3.8.0 three days ago, and did the same thing. It made (apparently) a lot of changes to the db at that run. -geir -- **--**--**--**--**--**--**--**--**--**--**--**--**--**-- Geir Skjotskift, mnemonic AS Email : geir at mnemonic.no Wergelandsveien 25 Cell : +47 95 10 51 09 N-0167 Oslo, NORWAY Fax : +47 23 20 47 01 Key A2360FF3 availiable at subkeys.pgp.net -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From elacour at easter-eggs.com Wed Aug 20 11:27:58 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 20 Aug 2008 17:27:58 +0200 Subject: [rt-users] Issue with iso/utf in 3.8.1? In-Reply-To: <20080820152044.GY21244@mnemonic.no> References: <20080820145411.GX21244@mnemonic.no> <20080820150809.GH3165@easter-eggs.com> <20080820152044.GY21244@mnemonic.no> Message-ID: <20080820152758.GI3165@easter-eggs.com> On Wed, Aug 20, 2008 at 05:20:44PM +0200, Geir Skjotskift wrote: > Emmanuel Lacour wrote: > > You're using mysql, right? > > > > Did you run the schema.mysql-4.0-4.1 upgrade ? > > > using mysql yes. > > I ran the > > "/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade" > > and specified 3.8.0 as "upgrade from" and it said no database updates from 3.8.0 > > I did the upgrade from 3.6.1 -> 3.8.0 three days ago, and did the same thing. > It made (apparently) a lot of changes to the db at that run. > You forgot to read UPGRADING.mysql. It will tell you to upgrade format of DB fields as now RT uses full UTF-8 colation. Just run the steps related to schema.mysql-4.0-4.1 (make a backup before!) and you're non ascii chars will be back :) From tom at limepepper.co.uk Wed Aug 20 11:29:55 2008 From: tom at limepepper.co.uk (Tom H) Date: Wed, 20 Aug 2008 16:29:55 +0100 Subject: [rt-users] delivery to RT queue returning EX_TEMPFAIL but not debug logs or anything useful Message-ID: <48AC3873.7010403@limepepper.co.uk> Hi RT list, I have about 20 RT queues and my users are reporting intermittent failures with delivery. One example is as follows; Aug 11 21:32:20 dcmon01 sendmail[8402]: m7BLWJQC008218: to="|/opt/rt3/bin/rt-mailgate --debug --queue 'Operations' --action correspond --url http://dcmon01.osti.local/rt/", ctladdr= (8/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, p ri=46549, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL A what appears to be, well formed ticket email is sent to my request alias, and is rejected with EX_TEMPFAIL. (There are further EX_TEMPFAILS for the same message) Eventually the exchange server gives up. However the confusing thing is that with --debug set in the alias command, I would expect something useful to be logged in either /opt/rt3/log/rt.log or /var/log/messages However there is nothing at all in them for the relevant time for the message and EX_TEMPFAIL time. According to the rt-mailgate script, there should be something for this; warn $content if ($opts{debug}); and according to "perldoc warnings", the function warn should send the content to STDERR... So I've no idea where that information is going.... Any ideas? Thanks, Tom From tom at limepepper.co.uk Wed Aug 20 11:40:40 2008 From: tom at limepepper.co.uk (Tom H) Date: Wed, 20 Aug 2008 16:40:40 +0100 Subject: [rt-users] delivery to RT queue returning EX_TEMPFAIL but not debug logs or anything useful In-Reply-To: <48AC3873.7010403@limepepper.co.uk> References: <48AC3873.7010403@limepepper.co.uk> Message-ID: <48AC3AF8.8050409@limepepper.co.uk> Tom H wrote: > Hi RT list, > According to the rt-mailgate script, there should be something for this; > > warn $content if ($opts{debug}); > > and according to "perldoc warnings", the function warn should send the > content to STDERR... > > So I've no idea where that information is going.... > So further digging reveals this possibility; http://docs.hp.com/en/B2355-90685/ch04s03.html#ccicedga "If stdout and stderr are not redirected, they are not printed to the terminal, and they disappear. However, if a command returns a non-zero exit status, its output to stderr becomes part of the sendmail error transcript." And the message that is sent back through the relay is; #< #4.4.7 X-Unix; 75> #SMTP# So rt-mailgate is sending back exit status 75, its just doesn't look like its sending the STDERR, which should at least include stuff like; warn "Connecting to $full_url" if $opts{'debug'}; So I'm still losing my rt-mailgate STDERR.... Tom From ruz at bestpractical.com Wed Aug 20 11:41:19 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 20 Aug 2008 19:41:19 +0400 Subject: [rt-users] Problem upgrading from 3.6.1 to 3.8.1 In-Reply-To: <1219188295.9596.271.camel@ook.latis.com> References: <48AAE6E9.5010501@colorplaza.com> <1219188295.9596.271.camel@ook.latis.com> Message-ID: <589c94400808200841u5d0c4d15i3acf793a03c63889@mail.gmail.com> Forwarded to rt3.fsck.com where it's now #12278. Will be fixed in 3.8.2 On Wed, Aug 20, 2008 at 3:24 AM, Ole Craig wrote: > On Tue, 2008-08-19 at 17:29 +0200, panu at colorplaza.com wrote: > ALTER TABLE Templates MODIFY Content BLOB CHARACTER SET utf8 NULL >> DEFAULT NULL; >> >> I don't see anything wrong with that line. > > Panu - > Don't know about your other problem, but I ran into this SQL burp in > four or five different tables while going from 3.6.0 to 3.8.1rc5. MySQL > doesn't like the CHARACTER SET directive for a field of type BLOB. These > lines should probably be changed to specify TEXT instead of BLOB (or you > could remove the 'CHARACTER SET utf8' directive if you know the fields > in question are used to store binary data instead of text.) > > Looking at my database, Templates.Content is definitely TEXT. > > Oh, and one other thing to watch out for -- the sql.queries file > that I got out of running "etc/upgrade/schema.mysql-4.0-4.1.pl" > contained some destructive transforms that I had to change. Several > multi-character fields were temporarily transformed into type CHAR, > which truncated them to a single character. Check your sql.queries file > (e.g. 'grep " CHAR " sql.queries) and make sure you're not hitting the > same thing; in my case, one of the fields that was thus truncated was in > fact this same Templates.Content field. RT's templates don't work so > good when they consist of only one character. :-) > > (And of course, you should reload the pristine 3.6.1 database > snapshot and start all over again after editing the sql.queries file. > But you knew that. :-) > > Cheers, > Ole > > - > /Ole Craig > Security Engineer > Team lead, customer support > > ocraig at stillsecure.com > 303-381-3802 main support line > 303-381-3824 my voicemail > 303-381-3880 fax > > www.stillsecure.com > > > On Tue, 2008-08-19 at 17:29 +0200, panu at colorplaza.com wrote: >> ALTER TABLE Templates MODIFY Content BLOB CHARACTER SET utf8 NULL >> DEFAULT NULL; >> >> I don't see anything wrong with that line. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From elacour at easter-eggs.com Wed Aug 20 11:42:09 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 20 Aug 2008 17:42:09 +0200 Subject: [rt-users] delivery to RT queue returning EX_TEMPFAIL but not debug logs or anything useful In-Reply-To: <48AC3873.7010403@limepepper.co.uk> References: <48AC3873.7010403@limepepper.co.uk> Message-ID: <20080820154208.GJ3165@easter-eggs.com> On Wed, Aug 20, 2008 at 04:29:55PM +0100, Tom H wrote: > > warn $content if ($opts{debug}); > > and according to "perldoc warnings", the function warn should send the > content to STDERR... > > So I've no idea where that information is going.... > > Any ideas? > Try to log the error to a file by modifying a little bit rt-mailgate. Look in you're apache and rt error logs, if rt-mailgate cannot submit, there should be an error there. Try to get the source email which causes problem and to pipe it manually to the same rt-mailgate command and the same user as sendmail does. From ruz at bestpractical.com Wed Aug 20 11:49:42 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 20 Aug 2008 19:49:42 +0400 Subject: [rt-users] Problem upgrading from 3.6.1 to 3.8.1 In-Reply-To: <48ABEC03.7050307@colorplaza.com> References: <48ABEC03.7050307@colorplaza.com> Message-ID: <589c94400808200849n46d94dc1mc1a289a3893b773a@mail.gmail.com> Apache+mod_perl with two RTs in different virtual hosts? On Wed, Aug 20, 2008 at 2:03 PM, wrote: >> ALTER TABLE Templates MODIFY Content BLOB CHARACTER SET utf8 NULL >>> DEFAULT NULL; >>> >>> I don't see anything wrong with that line. >> >> Panu - >> Don't know about your other problem, but I ran into this SQL burp in >> four or five different tables while going from 3.6.0 to 3.8.1rc5. MySQL >> doesn't like the CHARACTER SET directive for a field of type BLOB. These >> lines should probably be changed to specify TEXT instead of BLOB (or you >> could remove the 'CHARACTER SET utf8' directive if you know the fields >> in question are used to store binary data instead of text.) >> >> Looking at my database, Templates.Content is definitely TEXT. >> >> Oh, and one other thing to watch out for -- the sql.queries file >> that I got out of running "etc/upgrade/schema.mysql-4.0-4.1.pl" >> contained some destructive transforms that I had to change. Several >> multi-character fields were temporarily transformed into type CHAR, >> which truncated them to a single character. Check your sql.queries file >> (e.g. 'grep " CHAR " sql.queries) and make sure you're not hitting the >> same thing; in my case, one of the fields that was thus truncated was in >> fact this same Templates.Content field. RT's templates don't work so >> good when they consist of only one character. :-) > > Ole, > > thanks a lot, I should have paid more attention to that. I for some > reason mixed up TEXT and CHAR. As the fields the queries wanted to > convert to blob were already blob I just deleted those rows and I now > have probably? a properly upgraded DB. (yes I restored an old dump first :) > > I still have various problems, the cleanslate problem still appear in > the logs with various pages. For example: > > Can't locate object method "CleanSlate" via package > "RT::Action::SendEmail" at > /opt/rt38/bin/../lib/RT/Interface/Web/Handler.pm line 213.\n, referer: > http://xxx.yyy.com/Search/Simple.html > > > I also get internal server error with simple search. And for example > "homepage" has: > > RT::Ticket::ACLEquivalenceObjects Unimplemented in RT::Principal. > (/opt/rt38/bin/../lib/RT/Principal_Overlay.pm line 327) and I can't see > any of my tickets. > > Same kind of error appears on almost all pages. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 tom at limepepper.co.uk Wed Aug 20 11:10:57 2008 From: tom at limepepper.co.uk (Tom H) Date: Wed, 20 Aug 2008 16:10:57 +0100 Subject: [rt-users] delivery to RT queue returning EX_TEMPFAIL but not debug logs or anything useful Message-ID: <48AC3401.9020804@limepepper.co.uk> Hi RT list, I have about 20 RT queues and my users are reporting intermittent failures with delivery. One example is as follows; Aug 11 21:32:20 dcmon01 sendmail[8402]: m7BLWJQC008218: to="|/opt/rt3/bin/rt-mailgate --debug --queue 'Operations' --action correspond --url http://dcmon01.osti.local/rt/", ctladdr= (8/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, p ri=46549, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL A what appears to be, well formed ticket email is sent to my request alias, and is rejected with EX_TEMPFAIL. (There are further EX_TEMPFAILS for the same message) Eventually the exchange server gives up. However the confusing thing is that with --debug set in the alias command, I would expect something useful to be logged in either /opt/rt3/log/rt.log or /var/log/messages However there is nothing at all in them for the relevant time for the message and EX_TEMPFAIL time. According to the rt-mailgate script, there should be something for this; warn $content if ($opts{debug}); and according to "perldoc warnings", the function warn should send the content to STDERR... So I've no idea where that information is going.... Any ideas? Thanks, Tom From ol at bofh.priv.at Wed Aug 20 11:28:25 2008 From: ol at bofh.priv.at (Otmar Lendl) Date: Wed, 20 Aug 2008 17:28:25 +0200 Subject: [rt-users] Command line tool: Create ticket with attachments? Message-ID: <20080820152824.GA26157@bofh.priv.at> Hi, I'm trying to script RT using the command line tool "rt", and I'm stuck at the following: I can create tickets fine ("rt create ticket -i -e") and manage to pass text as the content of the tickets as it is created. I can create a correspondence within a ticket using "rt correspond -a" which included an attachment. All fine so far. What I want to achieve is that the requester of my newly created ticket gets a mail containing an attachment. As I have a Autoreply scrip on ticket creation, I can't just do "rt create" followed by a "rt correspond" as that would send an empty mail to the user. I need some way of doing the attachment during the ticket creation. Digging through the rt client code, the changes to add this feature don't seem so tricky, but it looks like changes are also needed on the REST code. That is beyond what I want to do now. -------- My best guess as of now is to change the autoreply-scrip to suppress empty mails. Any other hints/ideas for me? /ol -- -=- Otmar Lendl -- ol at bofh.priv.at -=- From andrew.fay at hotmail.co.uk Wed Aug 20 11:58:53 2008 From: andrew.fay at hotmail.co.uk (andrew fay) Date: Wed, 20 Aug 2008 15:58:53 +0000 Subject: [rt-users] RT 3.8 and Ubuntu Message-ID: Hi, Can anyone recommend a good idiots guide for installing 3.8 on ubuntu with mysql.. I set up 3.6 on ubuntu before but I had installed it via the Synaptic package manager first. ps I don't want to upgrade as I am installing on a vmware image. Thanks in advance, Andy _________________________________________________________________ Win a voice over part with Kung Fu Panda & Live Search?? and?? 100?s of Kung Fu Panda prizes to win with Live Search http://clk.atdmt.com/UKM/go/107571439/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From rainer at ultra-secure.de Wed Aug 20 12:07:06 2008 From: rainer at ultra-secure.de (Rainer Duffner) Date: Wed, 20 Aug 2008 18:07:06 +0200 Subject: [rt-users] Timer for TimeWorked In-Reply-To: <00ab01c8a42a$f3e71ad0$1200a8c0@hcc.local> References: <008101c8a3f7$a6c86660$1200a8c0@hcc.local> <33DEE66ED2E72346ABC638427A7701404BFAA0@PTSOEXCHANGE.PTSOWA.ORG> <00ab01c8a42a$f3e71ad0$1200a8c0@hcc.local> Message-ID: <48AC412A.6000506@ultra-secure.de> Greg Evans schrieb: > > 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. > Hi, did you find a working solution for your problem in the meantime? I couldn't find anything in the wiki about it. I either need to get a timer working (with a start/stop button, which I personally find stupid but may be helpful to some of our users) or at least I need to make "Time Worked" a mandatory field. Browsing through my personal RT archive, it seems this feature request comes up every once in a while.... Any ideas? Rainer From panu at colorplaza.com Wed Aug 20 12:10:49 2008 From: panu at colorplaza.com (panu at colorplaza.com) Date: Wed, 20 Aug 2008 18:10:49 +0200 Subject: [rt-users] RT-Users Digest, Vol 53, Issue 59 In-Reply-To: References: Message-ID: <48AC4209.10105@colorplaza.com> > From: > "Ruslan Zakirov" > Apache+mod_perl with two RTs in different virtual hosts? >> Can't locate object method "CleanSlate" via package >> "RT::Action::SendEmail" at >> /opt/rt38/bin/../lib/RT/Interface/Web/Handler.pm line 213.\n, referer: >> http://xxx.yyy.com/Search/Simple.html Yes... That was it. Slowly learning the wonders or Perl & Apache :) Another thing is that the scandinavian characters are messed up like Geirs said. But that is not that important at this time (especially if new tickets will have them correctly). Thanks for the help. From geir at mnemonic.no Wed Aug 20 12:22:28 2008 From: geir at mnemonic.no (Geir Skjotskift) Date: Wed, 20 Aug 2008 18:22:28 +0200 Subject: [rt-users] Issue with iso/utf in 3.8.1? In-Reply-To: <20080820152758.GI3165@easter-eggs.com> References: <20080820145411.GX21244@mnemonic.no> <20080820150809.GH3165@easter-eggs.com> <20080820152044.GY21244@mnemonic.no> <20080820152758.GI3165@easter-eggs.com> Message-ID: <20080820162228.GZ21244@mnemonic.no> Emmanuel Lacour wrote: > You forgot to read UPGRADING.mysql. It will tell you to upgrade format > of DB fields as now RT uses full UTF-8 colation. hm. Indeed I did. Sorry. However, when I do the : mysql -u root -p rt3 < sql.queries it tells me : Enter password: ERROR 1067 (42000) at line 3: Invalid default value for 'RightName' zsh: 6183 exit 1 mysql -u root -p rt3 < sql.queries Line three contains : ALTER TABLE ACL MODIFY RightName VARBINARY(25) NOT NULL DEFAULT NULL; -geir -- **--**--**--**--**--**--**--**--**--**--**--**--**--**-- Geir Skjotskift, mnemonic AS Email : geir at mnemonic.no Wergelandsveien 25 Cell : +47 95 10 51 09 N-0167 Oslo, NORWAY Fax : +47 23 20 47 01 Key A2360FF3 availiable at subkeys.pgp.net -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From elacour at easter-eggs.com Wed Aug 20 12:29:57 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 20 Aug 2008 18:29:57 +0200 Subject: [rt-users] Issue with iso/utf in 3.8.1? In-Reply-To: <20080820162228.GZ21244@mnemonic.no> References: <20080820145411.GX21244@mnemonic.no> <20080820150809.GH3165@easter-eggs.com> <20080820152044.GY21244@mnemonic.no> <20080820152758.GI3165@easter-eggs.com> <20080820162228.GZ21244@mnemonic.no> Message-ID: <20080820162957.GL3165@easter-eggs.com> On Wed, Aug 20, 2008 at 06:22:28PM +0200, Geir Skjotskift wrote: > Emmanuel Lacour wrote: > > You forgot to read UPGRADING.mysql. It will tell you to upgrade format > > of DB fields as now RT uses full UTF-8 colation. > > hm. Indeed I did. Sorry. > > However, when I do the : > > mysql -u root -p rt3 < sql.queries > > it tells me : > > Enter password: > ERROR 1067 (42000) at line 3: Invalid default value for 'RightName' > zsh: 6183 exit 1 mysql -u root -p rt3 < sql.queries > > Line three contains : > > ALTER TABLE ACL MODIFY RightName VARBINARY(25) NOT NULL DEFAULT NULL; > Which RT version you used to generate sql.queries? 3.8.0 or 3.8.1? (this bug was reported in list before 3.8.1 and should be fixed as I remember). From geir at mnemonic.no Wed Aug 20 12:44:34 2008 From: geir at mnemonic.no (Geir Skjotskift) Date: Wed, 20 Aug 2008 18:44:34 +0200 Subject: [rt-users] Issue with iso/utf in 3.8.1? In-Reply-To: <20080820162957.GL3165@easter-eggs.com> References: <20080820145411.GX21244@mnemonic.no> <20080820150809.GH3165@easter-eggs.com> <20080820152044.GY21244@mnemonic.no> <20080820152758.GI3165@easter-eggs.com> <20080820162228.GZ21244@mnemonic.no> <20080820162957.GL3165@easter-eggs.com> Message-ID: <20080820164434.GA21244@mnemonic.no> Emmanuel Lacour wrote: > Which RT version you used to generate sql.queries? 3.8.0 or 3.8.1? > > (this bug was reported in list before 3.8.1 and should be fixed as I > remember). Ok. Thanks. I made the assumption that these files had been upgraded as well and used the ones in the rt3 installation directory. When I used the ones directly from the tarball everything worked fine. My nordic letters are back again. :-) Thank you so much. You have been of great help. -geir -- **--**--**--**--**--**--**--**--**--**--**--**--**--**-- Geir Skjotskift, mnemonic AS Email : geir at mnemonic.no Wergelandsveien 25 Cell : +47 95 10 51 09 N-0167 Oslo, NORWAY Fax : +47 23 20 47 01 Key A2360FF3 availiable at subkeys.pgp.net -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From knappe at visionlink.org Wed Aug 20 13:01:49 2008 From: knappe at visionlink.org (Tyler Knappe) Date: Wed, 20 Aug 2008 11:01:49 -0600 Subject: [rt-users] [rt-mailgate] "--action comment" not commenting In-Reply-To: References: <48AC2B26.3070203@visionlink.org> Message-ID: <48AC4DFD.5020804@visionlink.org> I would rather avoid upgrading at this time. An upgrade is planned, but not at this time. Plus this feature appears to have been working since at least RT 3.4. http://wiki.bestpractical.com/view/UbuntuInstallGuide One thing we noticed was that rt-mailgate defaults to correspond; Note that C and C actions ignore message text if used alone. Include a C or C action if you want RT to record the incoming message. The default action is C. Jerrad, did you have to do anything special to your fetchmail setup to have mail correctly comment, other than the '--action comment'? Also, how does rt-mailgate know which ticket to comment on? Does it match the subject to an existing ticket? If so, wouldn't things like 'Re:' or 'Fwd:' break subject matching? I can't seem to figure this out looking at the source code. Thanks, -Tyler Jerrad Pierce wrote: > On Wed, Aug 20, 2008 at 10:33, Tyler Knappe > wrote: > > Hi all, > > I am running RT 3.6.3 using fetchmail to retrieve messages from > our mail > server. I have two email addresses setup to receive mail, > rt at vl.org and > comment at vl.org . Within the fetchmail > config file rt at vl.org correctly > uses '--action correspond' to make a ticket within RT. However, when > sending mail to comment at vl.org it doesn't > seem to correctly use the > '--action comment' to comment on tickets, rather it never comments and > only corresponds, creating new tickets. > > Though rt-mailgate shows this: > > =item Action > > The action being performed. At the moment, it's one of "comment" or > "correspond" > > I've isolated it to rt-mailgate, ruling out the mail server and > fetchmail. Any ideas? > > Upgrade? 3.8 works for me. > > > -- > Cambridge Energy Alliance: Save money & the planet -- Tyler Knappe | IT Assistant | VisionLink | First National Center | 3101 Iris Avenue, Suite 240 | Boulder CO, 80301 | 303.402.0170 ext. 124 From alexsm at gmail.com Wed Aug 20 13:19:26 2008 From: alexsm at gmail.com (Alex Moura) Date: Wed, 20 Aug 2008 14:19:26 -0300 Subject: [rt-users] Upgrading RT's mysql DB version Message-ID: People, This probably is not the right forum to ask, but as this is a RT related task, I'd appreciate any feedback from this list. Do someone have any recommendations to upgrade the mysql server version from 5.0.51 to 5.1.x with a RT DB, taking in account that the RT 3.4.5 will be upgraded to 3.8.x? Thanks in advance, Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom at limepepper.co.uk Wed Aug 20 13:21:05 2008 From: tom at limepepper.co.uk (Tom H) Date: Wed, 20 Aug 2008 18:21:05 +0100 Subject: [rt-users] delivery to RT queue returning EX_TEMPFAIL but not debug logs or anything useful In-Reply-To: <20080820154208.GJ3165@easter-eggs.com> References: <48AC3873.7010403@limepepper.co.uk> <20080820154208.GJ3165@easter-eggs.com> Message-ID: <48AC5281.1010706@limepepper.co.uk> Emmanuel Lacour wrote: > On Wed, Aug 20, 2008 at 04:29:55PM +0100, Tom H wrote: >> warn $content if ($opts{debug}); >> >> and according to "perldoc warnings", the function warn should send the >> content to STDERR... >> >> So I've no idea where that information is going.... >> >> Any ideas? >> > > Try to log the error to a file by modifying a little bit rt-mailgate. > > Look in you're apache and rt error logs, if rt-mailgate cannot submit, > there should be an error there. The problem itself is odd, because RT itself is returning 200 for the request to create the message; 10.127.2.24 - - [11/Aug/2008:21:32:19 +0000] "POST /rt//REST/1.0/NoAuth/mail-gateway HTTP/1.1" 200 721 "-" "libwww-perl/5.808" but rt-mailgate is returning exit code 75 to smrsh/sendmail; Date: Mon, 11 Aug 2008 21:31:23 +0000 operations.support at tickets.xxx.net #< #4.4.7 X-Unix; 75> #SMTP# By the looks of it the server returns EX_TEMPFAIL if the return content didn't include ok|not ok 114: if ( $content !~ /^(ok|not ok)/ ) { But sendmail is still not including this error text in the bounce mail to the requestor.. which I guess is the part I am confused about. I'm going to patch rt-mailgate to log that stuff to a local file for the meanwhile. But I would be keen to understand where the option to do that is in the sendmail config. Tom From curtisb at vianet.ca Wed Aug 20 13:48:56 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Wed, 20 Aug 2008 13:48:56 -0400 Subject: [rt-users] No permission notify Message-ID: <48AC5908.5050503@vianet.ca> Is there any way to not notify the sender when they don't have permission? I don't mind the root@ notification but spammers just hammer all our queues and the closed ones don't have a spam filter on it .. so it causes tons of backscatter (spoofed sender returns spam). All our public queues are controlled mostly through web forms and other apps, so there's no reason to notify anyone about permissions in these cases for us. If there's any reason why this would be a bad idea I wouldn't mind hearing too. -- /RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (spam at backscattervictim.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue queue::blah. -- /Thanks Curtis From KFCrocker at lbl.gov Wed Aug 20 13:52:23 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 20 Aug 2008 10:52:23 -0700 Subject: [rt-users] No permission notify In-Reply-To: <48AC5908.5050503@vianet.ca> References: <48AC5908.5050503@vianet.ca> Message-ID: <48AC59D7.1080405@lbl.gov> Curtis, Try removing those permissions from EVERYONE and UNPRIVILEGED to PRIVILEGED only. Hope this helps. Kenn LBNL On 8/20/2008 10:48 AM, Curtis Bruneau wrote: > Is there any way to not notify the sender when they don't have permission? I don't mind the root@ notification but spammers just hammer all our queues and the closed ones don't have a spam filter on it .. so it causes tons of backscatter (spoofed sender returns spam). All our public queues are controlled mostly through web forms and other apps, so there's no reason to notify anyone about permissions in these cases for us. If there's any reason why this would be a bad idea I wouldn't mind hearing too. > > -- > /RT could not load a valid user, and RT's configuration does not allow > for the creation of a new user for this email (spam at backscattervictim.com). > > You might need to grant 'Everyone' the right 'CreateTicket' for the > queue queue::blah. > -- > > /Thanks > Curtis > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jesspdx at gmail.com Wed Aug 20 14:37:07 2008 From: jesspdx at gmail.com (Jess) Date: Wed, 20 Aug 2008 14:37:07 -0400 Subject: [rt-users] apache/perl error for rt 3.8.1 on apache start Message-ID: <1836acfa0808201137m2795f467r6b6108943f376a1a@mail.gmail.com> I can't get Apache to start after adding the RT virtual host. Solaris 10u5 Apache 2.2.9 mod_perl 2.0.4 RT 3.8.1 I get the following error in the Apache error log. [Wed Aug 20 14:35:17 2008] [error] Can't locate object method "mk_classdata" via package "Exception::Class::Base" at /opt/csw/share/perl/site_perl/Exception/Class.pm line 198.\nBEGIN failed--compilation aborted at /opt/csw/share/perl/site_perl/Exception/Class.pm line 211.\nCompilation failed in require at /opt/csw/share/perl/csw/HTML/Mason/Exceptions.pm line 73.\nBEGIN failed--compilation aborted at /opt/csw/share/perl/csw/HTML/Mason/Exceptions.pm line 73.\nCompilation failed in require at /opt/csw/share/perl/csw/HTML/Mason/Tools.pm line 18.\nBEGIN failed--compilation aborted at /opt/csw/share/perl/csw/HTML/Mason/Tools.pm line 18.\nCompilation failed in require at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 40.\nBEGIN failed--compilation aborted at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 40.\nCompilation failed in require at /opt/csw/share/perl/csw/HTML/Mason/ApacheHandler.pm line 49.\nBEGIN failed--compilation aborted at /opt/csw/share/perl/csw/HTML/Mason/ApacheHandler.pm line 49.\nCompilation failed in require at /opt/rt3/bin/../lib/RT/Interface/Web/Handler.pm line 140.\nCompilation failed in require at (eval 2) line 1.\n Am I missing a Perl Module, or is there a version mismatch? Thanks, Jess -------------- next part -------------- An HTML attachment was scrubbed... URL: From Roy.Sowa at rcmp-grc.gc.ca Wed Aug 20 14:38:26 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Wed, 20 Aug 2008 14:38:26 -0400 Subject: [rt-users] 3.8 GraphViz Message-ID: <48AC2C62020000AE00008E6F@ACPIC-S406.a.rcmp-grc.gc.ca> I cannot seem to get the GraphViz working properly... I am trying to migrate from 3.6.5 to the 3.8.rc5... the issues that I have are: 1. I seem to require copying /opt/rt3/share/html/NoAuth/RichText/FCKeditor/fckstyles.xml up one directory. if I do not do this, when I try to add a comment or a reply to a ticket the dialogue box is not accessible... When I looked at the html source it indicated /RichText/fckstyles... so that is why I tried copying the file up one directory...then things worked... I mentioned this earlier on the list when I first attempted 3.8.0, Jesse mentioned that dhandler should automagically handle this, ( it was the least of my early challenges ), but this still exists even on my latest numerous attempts. (I mention it because it may be related ) 2. I had version 3.8.rc3 working ( with the above kludge in place so things appeared to be working) and thought I would experiment with the GraphViz feature... This also sorta works... I just cannot get it to draw the relational images , I just get an "unknown icon" image. If I click on the icon , I do get taken back to the record, and if I select the "fill boxes with ... " something the proper information boxes appear in the Legends area.. I tried using different browsers, ugraded the GraphViz and GD...still no luck.... I am running on SUSE and have used the following configure: ./configure --enable-graphviz --enable-gd --enable-gpg I assume that both above issues are my install attempt related. I have tried numerous re-installs and even a brand new clean ( ie no old database or customizations ) but the result is the same... Any hints at how I got myself in the weeds...( and how to get out of the them !!!) PS: I am running lighttpd with the below /usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with-mysql --with-fastcgi perl: >=5.8.3(5.8.8)...found users: rt group (www)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (nobody)...found web group (www)...found CLI dependencies: Term::ReadKey...found Getopt::Long >= 2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Class::ReturnValue >= 0.40...found Text::Quoted >= 2.02...found CSS::Squish >= 0.06...found Encode >= 2.13...found Module::Versions::Report >= 1.05...found MIME::Entity >= 5.425...found DBI >= 1.37...found Locale::Maketext::Lexicon >= 0.32...found Devel::StackTrace >= 1.19...found Digest::base...found Time::ParseDate...found File::Temp >= 0.18...found Locale::Maketext >= 1.06...found Tree::Simple >= 1.04...found Text::Template...found Scalar::Util...found HTML::Scrubber >= 0.08...found File::Spec >= 0.8...found Calendar::Simple...found DBIx::SearchBuilder >= 1.54...found Mail::Mailer >= 1.57...found File::ShareDir...found Regexp::Common...found Digest::MD5 >= 2.27...found HTML::Entities...found Cache::Simple::TimedExpiry...found File::Glob...found Locale::Maketext::Fuzzy...found Time::HiRes...found Text::Wrapper...found Log::Dispatch >= 2.0...found UNIVERSAL::require...found Email::Address...found DASHBOARDS dependencies: HTML::RewriteAttributes >= 0.02...found MIME::Types...found FASTCGI dependencies: CGI::Fast...found CGI >= 3.38...found FCGI...found GD dependencies: GD::Text...found GD...found GD::Graph...found GPG dependencies: PerlIO::eol...found GnuPG::Interface...found GRAPHVIZ dependencies: IPC::Run...found GraphViz...found IPC::Run::SafeHandles...found ICAL dependencies: Data::ICal...found MAILGATE dependencies: Pod::Usage...found HTML::TreeBuilder...found Getopt::Long...found HTML::FormatText...found LWP::UserAgent...found MASON dependencies: Storable >= 2.08...found CSS::Squish >= 0.06...found Apache::Session >= 1.53...found Errno...found Devel::StackTrace >= 1.19...found CGI::Cookie >= 1.20...found Text::WikiFormat >= 0.76...found XML::RSS >= 1.05...found HTML::Mason >= 1.36...found Digest::MD5 >= 2.27...found MYSQL dependencies: DBD::mysql >= 2.1018...found SMTP dependencies: Net::SMTP...found STANDALONE dependencies: Net::Server::PreFork...found Net::Server...found HTTP::Server::Simple >= 0.34...found HTTP::Server::Simple::Mason >= 0.09...found All dependencies have been found. From falcone at bestpractical.com Wed Aug 20 14:48:15 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 20 Aug 2008 14:48:15 -0400 Subject: [rt-users] apache/perl error for rt 3.8.1 on apache start In-Reply-To: <1836acfa0808201137m2795f467r6b6108943f376a1a@mail.gmail.com> References: <1836acfa0808201137m2795f467r6b6108943f376a1a@mail.gmail.com> Message-ID: On Aug 20, 2008, at 2:37 PM, Jess wrote: > I can't get Apache to start after adding the RT virtual host. > > Solaris 10u5 > Apache 2.2.9 > mod_perl 2.0.4 > RT 3.8.1 > > I get the following error in the Apache error log. > > [Wed Aug 20 14:35:17 2008] [error] Can't locate object method > "mk_classdata" via package "Exception::Class::Base" at Sounds like you failed to install Class::Data::Inheritable which Exception::Class requires and is in turn required by HTML::Mason -kevin > /opt/csw/share/perl/site_perl/Exception/Class.pm line 198.\nBEGIN > failed--compilation aborted at /opt/csw/share/perl/site_perl/ > Exception/Class.pm line 211.\nCompilation failed in require at /opt/ > csw/share/perl/csw/HTML/Mason/Exceptions.pm line 73.\nBEGIN failed-- > compilation aborted at /opt/csw/share/perl/csw/HTML/Mason/ > Exceptions.pm line 73.\nCompilation failed in require at /opt/csw/ > share/perl/csw/HTML/Mason/Tools.pm line 18.\nBEGIN failed-- > compilation aborted at /opt/csw/share/perl/csw/HTML/Mason/Tools.pm > line 18.\nCompilation failed in require at /opt/csw/share/perl/csw/ > HTML/Mason/Request.pm line 40.\nBEGIN failed--compilation aborted > at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line > 40.\nCompilation failed in require at /opt/csw/share/perl/csw/HTML/ > Mason/ApacheHandler.pm line 49.\nBEGIN failed--compilation aborted > at /opt/csw/share/perl/csw/HTML/Mason/ApacheHandler.pm line > 49.\nCompilation failed in require at /opt/rt3/bin/../lib/RT/ > Interface/Web/Handler.pm line 140.\nCompilation failed in require at > (eval 2) line 1.\n > > > Am I missing a Perl Module, or is there a version mismatch? > > Thanks, > Jess > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From cmefford at eruditium.org Wed Aug 20 14:30:20 2008 From: cmefford at eruditium.org (Chip Mefford) Date: Wed, 20 Aug 2008 14:30:20 -0400 Subject: [rt-users] upgrade 3.6.1->3.8.1 Looping login In-Reply-To: <47E74514-F9E1-4992-B78C-FCEBE36C9F90@ultra-secure.de> References: <47E74514-F9E1-4992-B78C-FCEBE36C9F90@ultra-secure.de> Message-ID: <48AC62BC.8090705@eruditium.org> Upgraded 3.6.1 to 3.8.1, carefully read the docs, followed the instructions (for mysql) and the upgrade went brilliantly. Good job folks. Very nice. Logged into my new shiny RT. And all looks good. however, when running (some) reports, and fiddling about with advanced searches, I'll get returned to a login screen, and I must log in again in order to access the result. From falcone at bestpractical.com Wed Aug 20 14:52:28 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 20 Aug 2008 14:52:28 -0400 Subject: [rt-users] 3.8 GraphViz In-Reply-To: <48AC2C62020000AE00008E6F@ACPIC-S406.a.rcmp-grc.gc.ca> References: <48AC2C62020000AE00008E6F@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: On Aug 20, 2008, at 2:38 PM, Roy Sowa wrote: > I cannot seem to get the GraphViz working properly... > I am trying to migrate from 3.6.5 to the 3.8.rc5... Any reason not to use the official 3.8.1? > > the issues that I have are: > 1. I seem to require copying /opt/rt3/share/html/NoAuth/RichText/ > FCKeditor/fckstyles.xml up one directory. > if I do not do this, when I try to add a comment or a reply to a > ticket the dialogue box is not accessible... > When I looked at the html source it indicated /RichText/ > fckstyles... so that is why I tried copying the file up one > directory...then things worked... > I mentioned this earlier on the list when I first attempted > 3.8.0, Jesse mentioned that dhandler should automagically handle > this, ( it was the least of my early challenges ), but this still > exists even on my latest numerous attempts. (I mention it because > it may be related ) You mention in your PS the most important thing - you use lighttpd It sounds like you've told lighttpd to not run Mason under NoAuth rather than NoAuth/images, or that mason and the lighttpd dhandler aren't playing well together. You should instrument the dhandler and try to figure out what is happening You should not need to copy fckstyles.xml around, feel free to look at rt3.fsck.com for an example of it working fine (under apache and fcgi) > 2. I had version 3.8.rc3 working ( with the above kludge in place > so things appeared to be working) and thought I would experiment > with the GraphViz feature... > This also sorta works... I just cannot get it to draw the > relational images , I just get an "unknown icon" image. > If I click on the icon , I do get taken back to the record, > and if I select the "fill boxes with ... " something the proper > information boxes appear in the Legends area.. What showed up in your logs? It sounds like there should be an error. These images are dynamically generated by RT, do you need to configure lighttpd differently to support that? -kevin > > > I tried using different browsers, ugraded the GraphViz and > GD...still no luck.... > > I am running on SUSE and have used the following configure: > ./configure --enable-graphviz --enable-gd --enable-gpg > > I assume that both above issues are my install attempt related. I > have tried numerous re-installs and even a brand new clean ( ie no > old database or customizations ) but the result is the same... > > Any hints at how I got myself in the weeds...( and how to get out of > the them !!!) > > PS: I am running lighttpd with the below > > > /usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with- > mysql --with-fastcgi > perl: >> =5.8.3(5.8.8)...found > users: > rt group (www)...found > bin owner (root)...found > libs owner (root)...found > libs group (bin)...found > web owner (nobody)...found > web group (www)...found > CLI dependencies: > Term::ReadKey...found > Getopt::Long >= 2.24...found > HTTP::Request::Common...found > Term::ReadLine...found > Text::ParseWords...found > LWP...found > CORE dependencies: > Class::ReturnValue >= 0.40...found > Text::Quoted >= 2.02...found > CSS::Squish >= 0.06...found > Encode >= 2.13...found > Module::Versions::Report >= 1.05...found > MIME::Entity >= 5.425...found > DBI >= 1.37...found > Locale::Maketext::Lexicon >= 0.32...found > Devel::StackTrace >= 1.19...found > Digest::base...found > Time::ParseDate...found > File::Temp >= 0.18...found > Locale::Maketext >= 1.06...found > Tree::Simple >= 1.04...found > Text::Template...found > Scalar::Util...found > HTML::Scrubber >= 0.08...found > File::Spec >= 0.8...found > Calendar::Simple...found > DBIx::SearchBuilder >= 1.54...found > Mail::Mailer >= 1.57...found > File::ShareDir...found > Regexp::Common...found > Digest::MD5 >= 2.27...found > HTML::Entities...found > Cache::Simple::TimedExpiry...found > File::Glob...found > Locale::Maketext::Fuzzy...found > Time::HiRes...found > Text::Wrapper...found > Log::Dispatch >= 2.0...found > UNIVERSAL::require...found > Email::Address...found > DASHBOARDS dependencies: > HTML::RewriteAttributes >= 0.02...found > MIME::Types...found > FASTCGI dependencies: > CGI::Fast...found > CGI >= 3.38...found > FCGI...found > GD dependencies: > GD::Text...found > GD...found > GD::Graph...found > GPG dependencies: > PerlIO::eol...found > GnuPG::Interface...found > GRAPHVIZ dependencies: > IPC::Run...found > GraphViz...found > IPC::Run::SafeHandles...found > ICAL dependencies: > Data::ICal...found > MAILGATE dependencies: > Pod::Usage...found > HTML::TreeBuilder...found > Getopt::Long...found > HTML::FormatText...found > LWP::UserAgent...found > MASON dependencies: > Storable >= 2.08...found > CSS::Squish >= 0.06...found > Apache::Session >= 1.53...found > Errno...found > Devel::StackTrace >= 1.19...found > CGI::Cookie >= 1.20...found > Text::WikiFormat >= 0.76...found > XML::RSS >= 1.05...found > HTML::Mason >= 1.36...found > Digest::MD5 >= 2.27...found > MYSQL dependencies: > DBD::mysql >= 2.1018...found > SMTP dependencies: > Net::SMTP...found > STANDALONE dependencies: > Net::Server::PreFork...found > Net::Server...found > HTTP::Server::Simple >= 0.34...found > HTTP::Server::Simple::Mason >= 0.09...found > > All dependencies have been found. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From HelmuthRamirez at compupay.com Wed Aug 20 14:54:31 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 20 Aug 2008 14:54:31 -0400 Subject: [rt-users] upgrade 3.6.1->3.8.1 Looping login In-Reply-To: <48AC62BC.8090705@eruditium.org> References: <47E74514-F9E1-4992-B78C-FCEBE36C9F90@ultra-secure.de> <48AC62BC.8090705@eruditium.org> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D1AF@EXMIAMI01.compupay.com> Were you coming from MySQL 4.0? I had the same problem until I did the MySQL 4.0 -> 4.1 updates -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chip Mefford Sent: Wednesday, August 20, 2008 2:30 PM Cc: RT Users Subject: [rt-users] upgrade 3.6.1->3.8.1 Looping login Upgraded 3.6.1 to 3.8.1, carefully read the docs, followed the instructions (for mysql) and the upgrade went brilliantly. Good job folks. Very nice. Logged into my new shiny RT. And all looks good. however, when running (some) reports, and fiddling about with advanced searches, I'll get returned to a login screen, and I must log in again in order to access the result. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From HelmuthRamirez at compupay.com Wed Aug 20 15:18:05 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 20 Aug 2008 15:18:05 -0400 Subject: [rt-users] Rich Text E-mail in 3.8 Message-ID: <7314881427FC8A4081673E8CEEA792490B70D1B2@EXMIAMI01.compupay.com> I have my 3.8.1 instance up and running and was looking into getting RT to send out Rich Text e-mail messages (correspondence) without much luck. I came across this in the archives: >From http://www.gossamer-threads.com/lists/rt/users/77177#77177 > i only see plain text after save. and i > get plain text email. You need to tweak your templates slightly in order to send html mail, but it seems to tickle a bug. You should get mail about a bug report in a few minutes. -kevin Does this mean its not working yet (and its not just me :) or do I need to "tweak" my templates. If so, how would I go about doing that? I do have PreferRichText set in my RT_SiteConfig.pm file and am using the WYSIWYG editor. Thanks all ________ Helmuth Ramirez Sr. Network Administrator Compupay Inc. 3450 Lakeside Drive Suite 400 Miramar, FL 33027 tel: 954-874-4999 helmuthramirez at compupay.com www.compupay.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Wed Aug 20 15:26:52 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 20 Aug 2008 15:26:52 -0400 Subject: [rt-users] RT 3.8 and Ubuntu In-Reply-To: References: Message-ID: <7314881427FC8A4081673E8CEEA792490B70D1B3@EXMIAMI01.compupay.com> This guide should be able to take you pretty far (I've used it as a complete Linux noob) http://wiki.bestpractical.com/view/DebianStableInstallGuide It is a little older but you should be able to replace with newer versions (like if you want to use Apache2, MySQL 5, etc) on the package list From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of andrew fay Sent: Wednesday, August 20, 2008 11:59 AM To: rt mailing list Subject: [rt-users] RT 3.8 and Ubuntu Hi, Can anyone recommend a good idiots guide for installing 3.8 on ubuntu with mysql.. I set up 3.6 on ubuntu before but I had installed it via the Synaptic package manager first. ps I don't want to upgrade as I am installing on a vmware image. Thanks in advance, Andy ________________________________ Get Hotmail on your mobile from Vodafone Try it Now! -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Aug 20 15:50:09 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 20 Aug 2008 15:50:09 -0400 Subject: [rt-users] RT 3.8 and Ubuntu In-Reply-To: References: Message-ID: <498E2FC0-958E-4784-AC1F-28E2B886DF60@bestpractical.com> On Aug 20, 2008, at 11:58 AM, andrew fay wrote: > Can anyone recommend a good idiots guide for installing 3.8 on > ubuntu with mysql.. I set up 3.6 on ubuntu before but I had > installed it via the Synaptic package manager first. > > ps I don't want to upgrade as I am installing on a vmware image. Have you tried following the README? -kevin From falcone at bestpractical.com Wed Aug 20 15:51:56 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 20 Aug 2008 15:51:56 -0400 Subject: [rt-users] Rich Text E-mail in 3.8 In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D1B2@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490B70D1B2@EXMIAMI01.compupay.com> Message-ID: <447F3F86-6363-45FD-A7A0-A35E0E5DEE37@bestpractical.com> On Aug 20, 2008, at 3:18 PM, Helmuth Ramirez wrote: > I have my 3.8.1 instance up and running and was looking into getting > RT to send out Rich Text e-mail messages (correspondence) without > much luck. I came across this in the archives: > > From http://www.gossamer-threads.com/lists/rt/users/77177#77177 > > > i only see plain text after save. and i > > get plain text email. > > You need to tweak your templates slightly in order to send html mail, > but it seems to tickle a bug. > > You should get mail about a bug report in a few minutes. > > Does this mean its not working yet (and its not just me :) or do I > need to ?tweak? my templates. If so, how would I go about doing that? > > I do have PreferRichText set in my RT_SiteConfig.pm file and am > using the WYSIWYG editor. As I said in that email, a ticket has been opened. It is a blocker for 3.8.2, and you can find it on rt3.fsck.com ticket 11013 Documentation and a fix will be included in 3.8.2 -kevin From HelmuthRamirez at compupay.com Wed Aug 20 15:56:36 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 20 Aug 2008 15:56:36 -0400 Subject: [rt-users] Rich Text E-mail in 3.8 In-Reply-To: <447F3F86-6363-45FD-A7A0-A35E0E5DEE37@bestpractical.com> References: <7314881427FC8A4081673E8CEEA792490B70D1B2@EXMIAMI01.compupay.com> <447F3F86-6363-45FD-A7A0-A35E0E5DEE37@bestpractical.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D1B4@EXMIAMI01.compupay.com> Thanks Kevin, Didn't mean to push, just wasn't exactly sure what "tickle a bug" meant :) From falcone at bestpractical.com Wed Aug 20 15:57:05 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 20 Aug 2008 15:57:05 -0400 Subject: [rt-users] apache/perl error for rt 3.8.1 on apache start In-Reply-To: <1836acfa0808201249l5c0aee3ucd54895bb873bd1@mail.gmail.com> References: <1836acfa0808201137m2795f467r6b6108943f376a1a@mail.gmail.com> <1836acfa0808201249l5c0aee3ucd54895bb873bd1@mail.gmail.com> Message-ID: On Aug 20, 2008, at 3:49 PM, Jess wrote: Please don't reply to me privately off the list, it means other people can't see a reply and offer insight > Thanks. > CPAN install claims that Class::Data::Inheritable is up to date. And > the RT "make testdeps" shows that dependencies are all found. You should test with the standalone_httpd or rt-server binaries to try and narrow down what is going wrong, it looks like the inheritance in mason exceptions is breaking somewhere. -kevin > On Wed, Aug 20, 2008 at 2:48 PM, Kevin Falcone > wrote: > > On Aug 20, 2008, at 2:37 PM, Jess wrote: > > > I can't get Apache to start after adding the RT virtual host. > > > > Solaris 10u5 > > Apache 2.2.9 > > mod_perl 2.0.4 > > RT 3.8.1 > > > > I get the following error in the Apache error log. > > > > [Wed Aug 20 14:35:17 2008] [error] Can't locate object method > > "mk_classdata" via package "Exception::Class::Base" at > > Sounds like you failed to install Class::Data::Inheritable which > Exception::Class requires and is in turn required by HTML::Mason > > -kevin > > > /opt/csw/share/perl/site_perl/Exception/Class.pm line 198.\nBEGIN > > failed--compilation aborted at /opt/csw/share/perl/site_perl/ > > Exception/Class.pm line 211.\nCompilation failed in require at /opt/ > > csw/share/perl/csw/HTML/Mason/Exceptions.pm line 73.\nBEGIN failed-- > > compilation aborted at /opt/csw/share/perl/csw/HTML/Mason/ > > Exceptions.pm line 73.\nCompilation failed in require at /opt/csw/ > > share/perl/csw/HTML/Mason/Tools.pm line 18.\nBEGIN failed-- > > compilation aborted at /opt/csw/share/perl/csw/HTML/Mason/Tools.pm > > line 18.\nCompilation failed in require at /opt/csw/share/perl/csw/ > > HTML/Mason/Request.pm line 40.\nBEGIN failed--compilation aborted > > at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line > > 40.\nCompilation failed in require at /opt/csw/share/perl/csw/HTML/ > > Mason/ApacheHandler.pm line 49.\nBEGIN failed--compilation aborted > > at /opt/csw/share/perl/csw/HTML/Mason/ApacheHandler.pm line > > 49.\nCompilation failed in require at /opt/rt3/bin/../lib/RT/ > > Interface/Web/Handler.pm line 140.\nCompilation failed in require at > > (eval 2) line 1.\n > > > > > > Am I missing a Perl Module, or is there a version mismatch? > > > > Thanks, > > Jess > > _______________________________________________ From jesspdx at gmail.com Wed Aug 20 16:04:37 2008 From: jesspdx at gmail.com (Jess) Date: Wed, 20 Aug 2008 16:04:37 -0400 Subject: [rt-users] apache/perl error for rt 3.8.1 on apache start In-Reply-To: References: <1836acfa0808201137m2795f467r6b6108943f376a1a@mail.gmail.com> <1836acfa0808201249l5c0aee3ucd54895bb873bd1@mail.gmail.com> Message-ID: <1836acfa0808201304t65e2eeadvc8a289d559af2535@mail.gmail.com> Sorry about that, I meant to hit "reply-all". I found the problem though (Truss or DTrace should always be step a first step, duh). I had attempted to install 3.8.0 on this host and fought through all of the autoconf and other issues with that, and then when 3.8.1 came out I just installed over the existing directory. I removed the old rt3 directory and did a clean install of 3.8.1 and I now have a login page. Thanks for such quick responses. -jess On Wed, Aug 20, 2008 at 3:57 PM, Kevin Falcone wrote: > > On Aug 20, 2008, at 3:49 PM, Jess wrote: > > Please don't reply to me privately off the list, it means other people > can't see a reply and offer insight > > > Thanks. > > CPAN install claims that Class::Data::Inheritable is up to date. And > > the RT "make testdeps" shows that dependencies are all found. > > You should test with the standalone_httpd or rt-server binaries to try > and narrow down what is going wrong, it looks like the inheritance in > mason exceptions is breaking somewhere. > > -kevin > > > On Wed, Aug 20, 2008 at 2:48 PM, Kevin Falcone < > falcone at bestpractical.com > > > wrote: > > > > On Aug 20, 2008, at 2:37 PM, Jess wrote: > > > > > I can't get Apache to start after adding the RT virtual host. > > > > > > Solaris 10u5 > > > Apache 2.2.9 > > > mod_perl 2.0.4 > > > RT 3.8.1 > > > > > > I get the following error in the Apache error log. > > > > > > [Wed Aug 20 14:35:17 2008] [error] Can't locate object method > > > "mk_classdata" via package "Exception::Class::Base" at > > > > Sounds like you failed to install Class::Data::Inheritable which > > Exception::Class requires and is in turn required by HTML::Mason > > > > -kevin > > > > > /opt/csw/share/perl/site_perl/Exception/Class.pm line 198.\nBEGIN > > > failed--compilation aborted at /opt/csw/share/perl/site_perl/ > > > Exception/Class.pm line 211.\nCompilation failed in require at /opt/ > > > csw/share/perl/csw/HTML/Mason/Exceptions.pm line 73.\nBEGIN failed-- > > > compilation aborted at /opt/csw/share/perl/csw/HTML/Mason/ > > > Exceptions.pm line 73.\nCompilation failed in require at /opt/csw/ > > > share/perl/csw/HTML/Mason/Tools.pm line 18.\nBEGIN failed-- > > > compilation aborted at /opt/csw/share/perl/csw/HTML/Mason/Tools.pm > > > line 18.\nCompilation failed in require at /opt/csw/share/perl/csw/ > > > HTML/Mason/Request.pm line 40.\nBEGIN failed--compilation aborted > > > at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line > > > 40.\nCompilation failed in require at /opt/csw/share/perl/csw/HTML/ > > > Mason/ApacheHandler.pm line 49.\nBEGIN failed--compilation aborted > > > at /opt/csw/share/perl/csw/HTML/Mason/ApacheHandler.pm line > > > 49.\nCompilation failed in require at /opt/rt3/bin/../lib/RT/ > > > Interface/Web/Handler.pm line 140.\nCompilation failed in require at > > > (eval 2) line 1.\n > > > > > > > > > Am I missing a Perl Module, or is there a version mismatch? > > > > > > Thanks, > > > Jess > > > _______________________________________________ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From pebomente at gmail.com Wed Aug 20 16:03:28 2008 From: pebomente at gmail.com (Pedro Bomente Filho) Date: Wed, 20 Aug 2008 17:03:28 -0300 Subject: [rt-users] Upgrade database from 3.6.1 to new server running RT3.8.1 In-Reply-To: <688e2b60808191401p735e76a5oe89706fda75651d5@mail.gmail.com> References: <688e2b60808191303n10104e11pb6b9101af31120b6@mail.gmail.com> <7314881427FC8A4081673E8CEEA792490B70D193@EXMIAMI01.compupay.com> <688e2b60808191330v6389040bw28f0190a16a567f2@mail.gmail.com> <7314881427FC8A4081673E8CEEA792490B70D195@EXMIAMI01.compupay.com> <688e2b60808191350w53b689e9q5d73752142624c77@mail.gmail.com> <7314881427FC8A4081673E8CEEA792490B70D198@EXMIAMI01.compupay.com> <688e2b60808191401p735e76a5oe89706fda75651d5@mail.gmail.com> Message-ID: <688e2b60808201303l4d47fd59l61510df1ad3d23ef@mail.gmail.com> Hi again, I'm sorry, I didn't send to mail list, I forgot. But here it's history: I discovered my problem. In fact, my database upgrade was right, but it's happening something stranger. In my main page on RT the url tickets are: http://site/rt/Ticket/Display.html?id=1 and it should be: http://gonzales/Ticket/Display.html?id=1 If I access from that link (http://site/rt/Ticket/Display.html?id=1) , RT can't access the page. In search results page, the url is right: http://gonzales/Ticket/Display.html?id=382 Why ? I didn't configure RT_SiteConfig.pm where it show "WebPath", in fact, I didn't need set this parameter to work. Thank's, Pedro 2008/8/19 Pedro Bomente Filho : > 2008/8/19 Helmuth Ramirez : >> Pedro, I'm sorry, I don't think I'll be able to be much help here. The >> /usr/src location, is that where you extracted the .gz file to? For > > Yes, that is. > > >> what its worth, I was having trouble with my upgrade until I ran the >> command from the location where I extracted the files. >> >> In my case: >> cd'd to source directory (example /tmp/stuff/rt/rt-3.8.0) >> once there, ran /opt/rt3/sbin/rt-setup-database --dba root >> --prompt-for-dba-password --action upgrade >> > > I remember. > > But, anyway, thank you for help me. > > Pedro > >> -----Original Message----- >> From: Pedro Bomente Filho [mailto:pebomente at gmail.com] >> Sent: Tuesday, August 19, 2008 4:51 PM >> To: Helmuth Ramirez >> Subject: Re: [rt-users] Upgrade database from 3.6.1 to new server >> running RT3.8.1 >> >> Helmuth, >> >> From RT source, I mean: >> >> /usr/src/rt-3.8.1 >> >> so, I ran: >> >> perl sbin/rt-setup-database --dba root --prompt-for-dba-password >> --action upgrade >> >> These were my steps to upgrade database: >> >> - I installed RT 3.8.1 - Here it work normally! I did every steps from >> file README >> >> - I dumped my old RT 3.6.1: >> I ran: ' mysqldump --opt --skip-lock-tables --single-transaction >> --default-character-set=binary --databases rtdb > backup.sql ' >> >> - I imported backup from old server to new server: >> I ran: ' mysql -u root -p < backup.sql ' >> >> - Upgrade RT schema: >> I ran: ' perl sbin/rt-setup-database --dba root >> --prompt-for-dba-password --action upgrade ' from /usr/src/rt-3.8.1 >> >> Where can it be wrong? >> I don't know. >> >> Thank you, >> Pedro >> >> >> 2008/8/19 Helmuth Ramirez : >>> Pedro, >>> When you run the "rt-setup-database" script, what folder are you >> running >>> it from? >>> >>> -----Original Message----- >>> From: Pedro Bomente Filho [mailto:pebomente at gmail.com] >>> Sent: Tuesday, August 19, 2008 4:31 PM >>> To: Helmuth Ramirez >>> Subject: Re: [rt-users] Upgrade database from 3.6.1 to new server >>> running RT3.8.1 >>> >>> Hi Helmuth, thank's for answer again! >>> >>> Well, >>> >>> >>> 2008/8/19 Helmuth Ramirez : >>>> Pedro, >>>> Based on our offline conversation, I think the first thing issue that >>>> needs to be tackled is why you can't access your db properly in the >>> 3.8 >>>> world. Unfortunately I'm not smart enough to answer that, but maybe >> I >>>> can help troubleshoot with you. I too moved my RT installation to a >>> new >>>> server (3.6.3 to 3.8.0 to 3.8.1). Prior to me upgrading the db, I >> was >>>> able to successfully access my new 3.8.0 installation and view my >>>> tickets. I imagine you should be able to also. >>> >>> I'm able to successfully access my new 3.8.1 and view my tickets. >>> >>>> I'm going to throw out some basic things (please do not take >> offense), >>> >>> Ok, no problem. >>> >>>> do you have all the dependencies met for 3.8.1? Did you update your >>> >>> Yes, I ran "make testdeps" before installation and it returned me "All >>> dependencies have been found." >>> >>>> RT_SiteConfig.pm with your db name (I think you are using a different >>>> name from the default). >>>> >>> >>> Yes, I did. In RT 3.8.1, when I run "make initialize-database", it >>> create a db in mysql acordding RT_SiteConfig.pm. For example: >>> >>> My RT_SiteConfig.pm: >>> "Set($DatabaseName , 'rtdb');" >>> >>> My mysql: >>> >>> mysql> show databases; >>> >>> +--------------------+ >>> | Database | >>> +--------------------+ >>> | information_schema | >>> | mysql | >>> | rtdb | >>> +--------------------+ >>> >>> In my RT 3.8.1 without to upgrade database RT 3.6.1, I can use >> normally. >>> >>> >>> >>>> -----Original Message----- >>>> From: rt-users-bounces at lists.bestpractical.com >>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Pedro >>>> Bomente Filho >>>> Sent: Tuesday, August 19, 2008 4:03 PM >>>> To: RT Users >>>> Subject: [rt-users] Upgrade database from 3.6.1 to new server running >>>> RT3.8.1 >>>> >>>> Hi people, >>>> >>>> Can anyone help me to upgrade database from RT 3.6.1 to new server RT >>>> 3.8.1? >>>> I don't know what I'm doing wrong. >>>> How can I do it? >>>> I only found documentation to upgrade an existing server. >>>> >>>> Thank you, >>>> Pedro Bomente >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> >> > From HelmuthRamirez at compupay.com Wed Aug 20 16:12:36 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 20 Aug 2008 16:12:36 -0400 Subject: [rt-users] Upgrade database from 3.6.1 to new server runningRT3.8.1 In-Reply-To: <688e2b60808201303l4d47fd59l61510df1ad3d23ef@mail.gmail.com> References: <688e2b60808191303n10104e11pb6b9101af31120b6@mail.gmail.com><7314881427FC8A4081673E8CEEA792490B70D193@EXMIAMI01.compupay.com><688e2b60808191330v6389040bw28f0190a16a567f2@mail.gmail.com><7314881427FC8A4081673E8CEEA792490B70D195@EXMIAMI01.compupay.com><688e2b60808191350w53b689e9q5d73752142624c77@mail.gmail.com><7314881427FC8A4081673E8CEEA792490B70D198@EXMIAMI01.compupay.com><688e2b60808191401p735e76a5oe89706fda75651d5@mail.gmail.com> <688e2b60808201303l4d47fd59l61510df1ad3d23ef@mail.gmail.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D1B5@EXMIAMI01.compupay.com> Try modifying this in your RT_SiteConfig.pm Set($WebBaseURL , "http://gonzales"); -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Pedro Bomente Filho Sent: Wednesday, August 20, 2008 4:03 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Upgrade database from 3.6.1 to new server runningRT3.8.1 Hi again, I'm sorry, I didn't send to mail list, I forgot. But here it's history: I discovered my problem. In fact, my database upgrade was right, but it's happening something stranger. In my main page on RT the url tickets are: http://site/rt/Ticket/Display.html?id=1 and it should be: http://gonzales/Ticket/Display.html?id=1 If I access from that link (http://site/rt/Ticket/Display.html?id=1) , RT can't access the page. In search results page, the url is right: http://gonzales/Ticket/Display.html?id=382 Why ? I didn't configure RT_SiteConfig.pm where it show "WebPath", in fact, I didn't need set this parameter to work. Thank's, Pedro From pebomente at gmail.com Wed Aug 20 16:20:04 2008 From: pebomente at gmail.com (Pedro Bomente Filho) Date: Wed, 20 Aug 2008 17:20:04 -0300 Subject: [rt-users] Upgrade database from 3.6.1 to new server runningRT3.8.1 In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D1B5@EXMIAMI01.compupay.com> References: <688e2b60808191303n10104e11pb6b9101af31120b6@mail.gmail.com> <7314881427FC8A4081673E8CEEA792490B70D193@EXMIAMI01.compupay.com> <688e2b60808191330v6389040bw28f0190a16a567f2@mail.gmail.com> <7314881427FC8A4081673E8CEEA792490B70D195@EXMIAMI01.compupay.com> <688e2b60808191350w53b689e9q5d73752142624c77@mail.gmail.com> <7314881427FC8A4081673E8CEEA792490B70D198@EXMIAMI01.compupay.com> <688e2b60808191401p735e76a5oe89706fda75651d5@mail.gmail.com> <688e2b60808201303l4d47fd59l61510df1ad3d23ef@mail.gmail.com> <7314881427FC8A4081673E8CEEA792490B70D1B5@EXMIAMI01.compupay.com> Message-ID: <688e2b60808201320t3dc9363j32a04758f54756cf@mail.gmail.com> 2008/8/20 Helmuth Ramirez : > Try modifying this in your RT_SiteConfig.pm > > Set($WebBaseURL , "http://gonzales"); > It did work. But I did a thing tha worked. I added in my apache configution, Alias /rt /opt/rt3/share/html It worked, but I shouldn't solve this, do you understand me? RT main page should link to: http://gonzales/Ticket/Display.html?id=1 and not to: http://gonzales/rt/Ticket/Display.html?id=1 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Pedro > Bomente Filho > Sent: Wednesday, August 20, 2008 4:03 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Upgrade database from 3.6.1 to new server > runningRT3.8.1 > > Hi again, > > I'm sorry, I didn't send to mail list, I forgot. But here it's history: > > > I discovered my problem. In fact, my database upgrade was right, but > it's happening something stranger. > In my main page on RT the url tickets are: > > http://site/rt/Ticket/Display.html?id=1 > > and it should be: > > http://gonzales/Ticket/Display.html?id=1 > > If I access from that link (http://site/rt/Ticket/Display.html?id=1) , > RT can't access the page. > > > In search results page, the url is right: > > http://gonzales/Ticket/Display.html?id=382 > > Why ? > > I didn't configure RT_SiteConfig.pm where it show "WebPath", in fact, > I didn't need set this parameter to work. > > Thank's, > Pedro > > > From pebomente at gmail.com Wed Aug 20 16:22:39 2008 From: pebomente at gmail.com (Pedro Bomente Filho) Date: Wed, 20 Aug 2008 17:22:39 -0300 Subject: [rt-users] Upgrade database from 3.6.1 to new server runningRT3.8.1 In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D1B5@EXMIAMI01.compupay.com> References: <688e2b60808191303n10104e11pb6b9101af31120b6@mail.gmail.com> <7314881427FC8A4081673E8CEEA792490B70D193@EXMIAMI01.compupay.com> <688e2b60808191330v6389040bw28f0190a16a567f2@mail.gmail.com> <7314881427FC8A4081673E8CEEA792490B70D195@EXMIAMI01.compupay.com> <688e2b60808191350w53b689e9q5d73752142624c77@mail.gmail.com> <7314881427FC8A4081673E8CEEA792490B70D198@EXMIAMI01.compupay.com> <688e2b60808191401p735e76a5oe89706fda75651d5@mail.gmail.com> <688e2b60808201303l4d47fd59l61510df1ad3d23ef@mail.gmail.com> <7314881427FC8A4081673E8CEEA792490B70D1B5@EXMIAMI01.compupay.com> Message-ID: <688e2b60808201322o69fb993cld6717f8f7cd0f79e@mail.gmail.com> 2008/8/20 Helmuth Ramirez : > Try modifying this in your RT_SiteConfig.pm > > Set($WebBaseURL , "http://gonzales"); > Sorry, now it's correct: It did NOT work. But I did a thing thaT worked. I added in my apache configution, Alias /rt /opt/rt3/share/html It worked, but I shouldn't solve this way, do you understand me? RT main page should link to: http://gonzales/Ticket/Display.html?id=1 and not to: http://gonzales/rt/Ticket/Display.html?id=1 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Pedro > Bomente Filho > Sent: Wednesday, August 20, 2008 4:03 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Upgrade database from 3.6.1 to new server > runningRT3.8.1 > > Hi again, > > I'm sorry, I didn't send to mail list, I forgot. But here it's history: > > > I discovered my problem. In fact, my database upgrade was right, but > it's happening something stranger. > In my main page on RT the url tickets are: > > http://site/rt/Ticket/Display.html?id=1 > > and it should be: > > http://gonzales/Ticket/Display.html?id=1 > > If I access from that link (http://site/rt/Ticket/Display.html?id=1) , > RT can't access the page. > > > In search results page, the url is right: > > http://gonzales/Ticket/Display.html?id=382 > > Why ? > > I didn't configure RT_SiteConfig.pm where it show "WebPath", in fact, > I didn't need set this parameter to work. > > Thank's, > Pedro > > > From diona at knowmad.com Wed Aug 20 17:29:04 2008 From: diona at knowmad.com (Diona Kidd) Date: Wed, 20 Aug 2008 17:29:04 -0400 Subject: [rt-users] Upgrade from 3.4.2 Message-ID: <860f763b0808201429u60a343a1xed3cd6537d081d68@mail.gmail.com> I did a fresh install to a new server for 3.8. Worked fine. Then I used the pg to mysql conversion tool, dumped the converted db, copied it over to the new server and followed the upgrade path. When I try to login, I get the following error in my browser. Can't call method "Disabled" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 971. And the error "[crit]: No principal for user #2323" in the apache log. Any ideas? I can see that it's likely the PrincipalObj isn't defined but that's about as far as I went with debugging. It's a definitely a data issue that occurred during the update of the older database. Thanks, Diona From jpierce at cambridgeenergyalliance.org Wed Aug 20 17:30:28 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 20 Aug 2008 17:30:28 -0400 Subject: [rt-users] Delete dashboard Message-ID: Is there anyway to delete a "dashboard" (a most unintuitive name for an email)? -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Aug 20 17:56:50 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 20 Aug 2008 17:56:50 -0400 Subject: [rt-users] Delete dashboard In-Reply-To: References: Message-ID: <85D2D570-607D-4BA7-9E88-CFEC1465821A@bestpractical.com> On Aug 20, 2008, at 5:30 PM, Jerrad Pierce wrote: > Is there anyway to delete a "dashboard" Click the 'basics' link. then click the "Delete" button. > (a most unintuitive name for an email)? Ah, Email is only one of the ways you can get at the content. I browse them on the web to keep tabs on Best Practical's sales process and our open RT bugs. > > > -- > Cambridge Energy Alliance: Save money & the planet > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Wed Aug 20 17:59:17 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 20 Aug 2008 17:59:17 -0400 Subject: [rt-users] Upgrade from 3.4.2 In-Reply-To: <860f763b0808201429u60a343a1xed3cd6537d081d68@mail.gmail.com> References: <860f763b0808201429u60a343a1xed3cd6537d081d68@mail.gmail.com> Message-ID: <0C9AD57E-A869-42A6-8BA0-366EF318CB60@bestpractical.com> On Aug 20, 2008, at 5:29 PM, Diona Kidd wrote: > I did a fresh install to a new server for 3.8. Worked fine. > Then I used the pg to mysql conversion tool, I suspect this stage didn't go as you'd hoped. > dumped the converted db, copied > it over to the new server and followed the upgrade path. > Can you give me "SELECT * From Principals where id = 2323"? > When I try to login, I get the following error in my browser. > > Can't call method "Disabled" on an undefined value at > /opt/rt3/bin/../lib/RT/User_Overlay.pm line 971. > > And the error "[crit]: No principal for user #2323" in the apache log. > > > Any ideas? I can see that it's likely the PrincipalObj isn't defined > but that's about as far as I went with debugging. It's a definitely a > data issue that occurred during the update of the older database. > > Thanks, > > Diona > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jpierce at cambridgeenergyalliance.org Wed Aug 20 18:13:06 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 20 Aug 2008 18:13:06 -0400 Subject: [rt-users] Delete dashboard In-Reply-To: <85D2D570-607D-4BA7-9E88-CFEC1465821A@bestpractical.com> References: <85D2D570-607D-4BA7-9E88-CFEC1465821A@bestpractical.com> Message-ID: > Have you tried as a superuser? I suspect you may not have granted yourself > the right. > Indeed. I had not noticed that there were several Delete*Dashboard ACLs. Doh! -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Aug 20 18:27:11 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 21 Aug 2008 02:27:11 +0400 Subject: [rt-users] Upgrading RT's mysql DB version In-Reply-To: References: Message-ID: <589c94400808201527n7b813f81o2c0ab71fcaf8ea64@mail.gmail.com> 1) Several people tried RT on 5.1.23-5.1.25 and reported major performance degradation because of bug in mysql query planner. mysql team said that it's fixed in 5.1.28, but I have at least one report from an user that it's still terribly slow. The user downgraded to 5.0.xx 2) Do one step then another. Upgrade RT on mysql 5.0 and only when you're sure that it works ok, try 5.1. Considering above you should try the latest mysql 5.1.x available. On Wed, Aug 20, 2008 at 9:19 PM, Alex Moura wrote: > People, > > This probably is not the right forum to ask, but as this is a RT related > task, I'd appreciate any feedback from this list. > > Do someone have any recommendations to upgrade the mysql server version from > 5.0.51 to 5.1.x with a RT DB, > taking in account that the RT 3.4.5 will be upgraded to 3.8.x? > > 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 david.hobley at mionegroup.com Wed Aug 20 22:36:18 2008 From: david.hobley at mionegroup.com (David Hobley) Date: Thu, 21 Aug 2008 12:36:18 +1000 (EST) Subject: [rt-users] Problem after an upgrade to 3.8.1 In-Reply-To: <359a4bc30808200622r4d91be53rec950e9243bb0531@mail.gmail.com> Message-ID: <16109710.7201219286178227.JavaMail.root@mail.onegrp.com> Sebastien, I had this issue as well - luckily I was running in a Virtual Machine, so I upped the allocated memory from 1Gig to 2Gig and the problem went away. It looks like RT is a bit of a memory pig (in the nicest possible way!) How much memory do you have in your machine? Cheers, David ----- Original Message ----- From: "Sebastien Termeau" To: rt-users at lists.bestpractical.com Sent: Wednesday, 20 August, 2008 11:22:13 PM GMT +10:00 Brisbane Subject: [rt-users] Problem after an upgrade to 3.8.1 Dear RT-Users, I have a really recent RT 3.6.7 installation (around 200 tickets) running on CentOS 5.2. I was able to upgrade to 3.8.0 without problems. The problems appear when I tried to upgrade either from 3.6.7 to 3.8.1 or from 3.8.0 to 3.8.1. A fresh 3.8.1 installation works fine. After the upgrade, when I try to access the web interface I only receive a blank page. In my apache error log file, the following message is present: Out of memory! Callback called exit. I got the same error when I tried to use "rt-clean-sessions". Using 'perl -d', I tracked down the error to RT::Interface::Web::Session::ClearByUser line 246 eval { tie %session, $class, $id, $attrs }; -> $class=Apache::Session::MySQL -> $id=3d97a1c2c09740acfee006d0221d1d12 -> attrs is an empty hash I tried to remove all the existing sessions in the database : delete from sessions; And it was working fine for 5 minutes. Then the same error rise again. Did I missed something in the upgrade process? Do you have a suggestion? Regards _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Cheers, David Hobley IT Manager Creators of Miessence, MiVitality and MiEnviron Phone: +61 (7) 5582 7020 Fax: +61 (7) 5539 6719 USA Fax 1800 840 0827 Email : david.hobley at mionegroup.com Website: www.mionegroup.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From trentbuck at gmail.com Thu Aug 21 01:15:59 2008 From: trentbuck at gmail.com (Trent W. Buck) Date: Thu, 21 Aug 2008 15:15:59 +1000 Subject: [rt-users] rt: Server error: Internal Server Error (500) for rt ls -i "LastUpdated >= '$(date -d "1 month ago")'" Message-ID: <308wurj6cw.fsf@Clio.twb.ath.cx> Something is seriously wrong with my RT deployment. I first noticed the problem with Ubuntu Hardy 8.04's RT 3.6 packages; yesterday I upgraded to 3.8.1rc5 without noticeable improvement. I also tried upgrading the hardware to a 2.4GHz Celeron with 2Gb of RAM; this didn't seem to help. I'm using the postgres backend and there are currently less than 200 tickets in my RT instance (this was a pilot deployment). This (draft) bash script to rip timesheet data out of RT falls down and dies: FIELDS=Ticket,Created,Creator,TimeTaken rt ls -i "LastUpdated >= '$(date -d "1 month ago")'" | sed 's|$|/history/type/Correspond|' | rt show -l -f "$FIELDS" - | egrep -v '^(#|$|--|RT/.* 200 Ok)' | # Remove lines that aren't data cut -d: -f 2- | # remove field names tr -d , | # kludge; comma is the delimiter paste -sd "${FIELDS//[!,]},\n" It doesn't seem to always fail at the same point; right now it's failing before it even gets to "rt show": $ rt ls -i "LastUpdated >= '$(date -I -d "1 week ago")'" ++ date -I -d '1 week ago' + rt ls -i 'LastUpdated >= '\''2008-08-14'\''' rt: Server error: Internal Server Error (500) I strongly suspect this is because apache's perl interface (mod_perl2?) is severing the connection because it took too long. Possibly related, there are tens of thousands of lines in syslog of the form: Aug 19 16:08:54 oyster RT: We found a merged ticket.3/66 Aug 19 16:09:10 oyster last message repeated 376 times Aug 19 16:09:11 oyster RT: We found a merged ticket.4/65 Aug 19 16:09:38 oyster last message repeated 686 times These syslog messages seem to be appear when doing "rt show ticket/$n/history", but not "rt ls -i $query". The offending process seems to be CPU-bound for some time after rt(1) fails, for example: PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 29445 www-data 20 0 63304 56m 4084 R 96.6 2.8 29:27.53 /usr/bin/perl /usr/share/request-tracker3.8/libexec/mason_handler.fcgi From andreas at kurzegasse.de Thu Aug 21 02:42:17 2008 From: andreas at kurzegasse.de (Andreas =?iso-8859-1?Q?V=F6gele?=) Date: Thu, 21 Aug 2008 08:42:17 +0200 Subject: [rt-users] RT 3.8.x Translation - Question for German Users References: <16426EA38D57E74CB1DE5A6AE1DB0394016D095C@w3hamboex11.ger.win.int.kn> Message-ID: <87k5ea50om.fsf@sophie-scholl.freifunk.kurzegasse.de> Torsten Brumm writes: > Hi Together, > i'm just finished with the translation for the actual rt 3.8.x. I have > a "global" question for all german users regarding some wordings. > > What do you think about translation for special words like: > > Dashboard, Queue and Ticket. Should it be translated or should it be > like it is? I'd translate these terms, but I'm not sure how to translate "Dashboard" in RT's context. We've set our admin account to English since the RT book and the wiki are written in English but I guess that most of our user's would prefer to get translated words. Regards, Andreas From st at mobilepeople.com Thu Aug 21 02:57:02 2008 From: st at mobilepeople.com (Sebastien Termeau) Date: Thu, 21 Aug 2008 08:57:02 +0200 Subject: [rt-users] Problem after an upgrade to 3.8.1 In-Reply-To: <16109710.7201219286178227.JavaMail.root@mail.onegrp.com> References: <359a4bc30808200622r4d91be53rec950e9243bb0531@mail.gmail.com> <16109710.7201219286178227.JavaMail.root@mail.onegrp.com> Message-ID: <359a4bc30808202357y2510f8b9q79535e56aaa5e3a7@mail.gmail.com> Hello David, The problem looks like the session table is being corrupted. I modified the schema using: ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; Now everything seems to be working fine. By the way, I am also using a virtual machine. 256Mo were enough for 3.8.0. I increased the available memory to 512Mo but this did not solved the problem. I hope this trick will solve your problem. Regards Sebastien On Thu, Aug 21, 2008 at 4:36 AM, David Hobley wrote: > Sebastien, > > I had this issue as well - luckily I was running in a Virtual Machine, so I > upped the allocated memory from 1Gig to 2Gig and the problem went away. It > looks like RT is a bit of a memory pig (in the nicest possible way!) How > much memory do you have in your machine? > > Cheers, > David > > ----- Original Message ----- > From: "Sebastien Termeau" > To: rt-users at lists.bestpractical.com > Sent: Wednesday, 20 August, 2008 11:22:13 PM GMT +10:00 Brisbane > Subject: [rt-users] Problem after an upgrade to 3.8.1 > > Dear RT-Users, > > I have a really recent RT 3.6.7 installation (around 200 tickets) > running on CentOS 5.2. > I was able to upgrade to 3.8.0 without problems. > The problems appear when I tried to upgrade either from 3.6.7 to 3.8.1 > or from 3.8.0 to 3.8.1. A fresh 3.8.1 installation works fine. > After the upgrade, when I try to access the web interface I only > receive a blank page. > In my apache error log file, the following message is present: > Out of memory! > Callback called exit. > I got the same error when I tried to use "rt-clean-sessions". > Using 'perl -d', I tracked down the error to > RT::Interface::Web::Session::ClearByUser line 246 > eval { tie %session, $class, $id, $attrs }; > -> $class=Apache::Session::MySQL > -> $id=3d97a1c2c09740acfee006d0221d1d12 > -> attrs is an empty hash > > I tried to remove all the existing sessions in the database : delete > from sessions; > And it was working fine for 5 minutes. Then the same error rise again. > > Did I missed something in the upgrade process? > Do you have a suggestion? > > 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 > > > -- > Cheers, > David Hobley > > IT Manager > Creators of Miessence, MiVitality and MiEnviron > > Phone: +61 (7) 5582 7020 > Fax: +61 (7) 5539 6719 > USA Fax 1800 840 0827 > Email : david.hobley at mionegroup.com > Website: www.mionegroup.com > > > -- Sebastien Termeau IT Operations @ mobilePeople Tel: +45 2945 2948 From v.wawryk at science-computing.de Thu Aug 21 03:38:25 2008 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Thu, 21 Aug 2008 09:38:25 +0200 Subject: [rt-users] RT 3.8.x Translation - Question for German Users In-Reply-To: <87k5ea50om.fsf@sophie-scholl.freifunk.kurzegasse.de> References: <16426EA38D57E74CB1DE5A6AE1DB0394016D095C@w3hamboex11.ger.win.int.kn> <87k5ea50om.fsf@sophie-scholl.freifunk.kurzegasse.de> Message-ID: <48AD1B71.70402@science-computing.de> Hi, >> Dashboard, Queue and Ticket. Should it be translated or should it be >> like it is? My experience is that it makes it easier not to translate Queue and Ticket. I myself find it very confusing to explain anything to my RT-Users about Stapel and not Queue. So, at least stay with Queue and Ticket. Since I don't know what the Dashboard in RT is, just leave it... Regards, Violetta -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Prof. Dr. Hanns Ruder Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 From torben.nehmer at cancom.de Thu Aug 21 04:14:18 2008 From: torben.nehmer at cancom.de (Nehmer Torben) Date: Thu, 21 Aug 2008 10:14:18 +0200 Subject: [rt-users] RT 3.8.x Translation - Question for German Users In-Reply-To: <48AD1B71.70402@science-computing.de> References: <16426EA38D57E74CB1DE5A6AE1DB0394016D095C@w3hamboex11.ger.win.int.kn><87k5ea50om.fsf@sophie-scholl.freifunk.kurzegasse.de> <48AD1B71.70402@science-computing.de> Message-ID: <2100343CC6E60840AE5A814BA8A09CE005785EC3@jetex001.int.cancom.de> Hi there, >>> Dashboard, Queue and Ticket. Should it be translated or should it be >>> like it is? > > My experience is that it makes it easier not to translate Queue and > Ticket. I myself find it very confusing to explain anything to my > RT-Users about Stapel and not Queue. So, at least stay with Queue and > Ticket. Since I don't know what the Dashboard in RT is, just leave it... What I would find *most* useful in the translation is keeping the Rights in their original English value. It is an administrative nightmare trying to manipulate rights in the German translation. For example, "Take Ticket" and "Steal Ticket" are indistinguishable in the German translation (both "Ticket ?bernehmen") and the sorting of the right fields is based on the English locale. As for things like "Queue" or "Dashboard" I would find a *sensible* translation quite useful. The general 3.6 translation is not bad in that part, except that it has still a few errors. "[time] left" is translated as the direction left (as in move to the left) instead of its original temporal meaning. But these are a few minor concerns. As for Dashboard I'd recommend something like "Arbeitspl?tze" or "?bersichten" (note the plural). The literal translation ("Armaturenbrett / Instrumententafel") of dashboard is not ideal. The words are only used in the context of real dashboards (as in a car or an airplane). In total I find a sensible translation very helpful to the non-English speakers I am working here. The important part is that it needs to be sensible, and not just passing everything through an translation. The original translator definitely did not check his translation in the web site. Naturally, any translation will both increase the bulk of the UI and introduce a bit of ambiguity. One cannot avoid this when translating, you can just try to minimize it. The problem mentioned here is true for the technically adept. Those people (like myself, to be true) who prefer the original compact English UI. But this holds true only for the real IT power users. They can always keep the English UI active. The more average people you have, the less their English skills are, the more problems you introduce by keeping the UI partly English. It is very important for them to have a clear translated UI. Only very domain specific phrases should be kept in English. Something like "Queue" with its real IT meaning isn't well known. Most people, when reading it, will rather think of a Billard Queue. The same holds true for "Dashboard". Go out and ask a couple of Users what they would expect of a menu item called like that in a ticket system. Then ask then what they would expect from "Arbeitspl?tze" or "?bersichten" instead. Unfortunalety, I have no idea how to update the translations. Also I don't know if the German translation is still maintained. If not, I might actually volunteer to help a bit here, if I can get some advise how the string tables are updated. Yours, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Paul?Holdschik, Christian Linder Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! From extern.michael.burghart at audi.de Thu Aug 21 04:36:07 2008 From: extern.michael.burghart at audi.de (Burghart, Michael (I/ET-83, extern)) Date: Thu, 21 Aug 2008 10:36:07 +0200 Subject: [rt-users] localhost in Search/Results.html Message-ID: Hi... I finally managed to get RT and Oracle working :) Everythinig is working fine with the defined host except for the link to the "10 neuesten Anfragen ohne Besitzer" which is the first window containing the latest requests without owner. Here RT always wants to use "localhost" instead of the defined host. http://localhost/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%20%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2C%20QueueName%2C%20ExtendedStatus%2C%20CreatedRelative%2C%20%27%3CA%20HREF%3D%22%2FTicket%2FDisplay.html%3FAction%3DTake%26id%3D__id__%22%3E%C3%9Cbernehmen%3C%2Fa%3E%2FTITLE%3A%26nbsp%3B%27%20&Order=DESC&OrderBy=Created&Query=%20Owner%20%3D%20%27Nobody%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27) If I replace "localhost" with my RT server name everything works fine. I just don't know where the "localhost" string comes from. Any idea where this can be fixed? -- Mit freundlichen Gr??en Michael Burghart CAT Service Center AUDI AG, I/ET-83 extern Tel: +49 841 89 - 39819 http://catsc-web.in.audi.vwg mailto:extern.michael.burghart at audi.de EPOS CAT GmbH Tel: +49 841 88197070 Fax: +49 841 88197080 http://www.epos-cat.de/ mailto:michael.burghart at epos-cat.de Sitz/Domicile: Ingolstadt Registergericht/Court of Registry: Amtsgericht Ingolstadt HRB Nr./Commercial Register No.: 2802 Gesch?ftsf?hrer/Managing Director: G?nter See Wichtiger Hinweis: Die vorgenannten Angaben werden jeder E-Mail automatisch hinzugef?gt und lassen keine R?ckschl?sse auf den Rechtscharakter der E-Mail zu. Important Notice: The above information is automatically added to this e-mail. This addition does not constitute a representation that the content of this e-mail is legally relevant and/or is intended to be legally binding upon EPOS CAT GmbH. -------------- next part -------------- An HTML attachment was scrubbed... URL: From gaurav at subisu.net.np Thu Aug 21 05:06:52 2008 From: gaurav at subisu.net.np (Gaurav Ghimire) Date: Thu, 21 Aug 2008 14:51:52 +0545 Subject: [rt-users] localhost in Search/Results.html In-Reply-To: References: Message-ID: <48AD302C.6000409@subisu.net.np> Hi Michael, If you the WebBaseURL in your RT_SiteConfig.pm that resolves the issue. Set( $WebBaseURL, 'http://yourdomain.com'); I guess localhost is the default setting there...change it to your RT's url and it works fine. Regards, Gaurav -- Disclaimer: This Email message along with any attachments is intended only for the addressee and may contain confidential and/or privileged information. If you have received this message in error, please notify sender immediately and delete this message from your system. If the reader is not the intended ecipient then any dissemination, distribution or copy of this communication is strictly prohibited. Reasonable precautions have been taken to ensure that this message is virus-free. However, Subisu Cablenet Pvt. Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments. Burghart, Michael (I/ET-83, extern) wrote: > > Hi... > > I finally managed to get RT and Oracle working :) > Everythinig is working fine with the defined host except for the link > to the "10 neuesten Anfragen ohne Besitzer" which is the first window > containing the latest requests without owner. Here RT always wants to > use "localhost" instead of the defined host. > > _http://localhost/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%20%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2C%20QueueName%2C%20ExtendedStatus%2C%20CreatedRelative%2C%20%27%3CA%20HREF%3D%22%2FTicket%2FDisplay.html%3FAction%3DTake%26id%3D__id__%22%3E%C3%9Cbernehmen%3C%2Fa%3E%2FTITLE%3A%26nbsp%3B%27%20&Order=DESC&OrderBy=Created&Query=%20Owner%20%3D%20%27Nobody%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)_ > > If I replace "localhost" with my RT server name everything works fine. > I just don't know where the "localhost" string comes from. > > Any idea where this can be fixed? > > -- > Mit freundlichen Gr??en > > Michael Burghart > CAT Service Center > AUDI AG, I/ET-83 extern > Tel: +49 841 89 - 39819 > _http://catsc-web.in.audi.vwg_ > _mailto:extern.michael.burghart at audi.de_ > > EPOS CAT GmbH > Tel: +49 841 88197070 > Fax: +49 841 88197080 > _http://www.epos-cat.de/_ > _mailto:michael.burghart at epos-cat.de_ > > > Sitz/Domicile: Ingolstadt > > Registergericht/Court of Registry: Amtsgericht Ingolstadt > HRB Nr./Commercial Register No.: 2802 > Gesch?ftsf?hrer/Managing Director: G?nter See > > Wichtiger Hinweis: Die vorgenannten Angaben werden jeder E-Mail > automatisch hinzugef?gt und lassen keine R?ckschl?sse auf den > Rechtscharakter der E-Mail zu. > > Important Notice: The above information is automatically added to this > e-mail. This addition does not constitute a representation that the > content of this e-mail is legally relevant and/or is intended to be > legally binding upon EPOS CAT GmbH. > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 252 bytes Desc: OpenPGP digital signature URL: From Ton.Hoogstraten at ingram.nl Thu Aug 21 05:50:56 2008 From: Ton.Hoogstraten at ingram.nl (Hoogstraten, Ton) Date: Thu, 21 Aug 2008 11:50:56 +0200 Subject: [rt-users] custom perl modules directory Message-ID: <891469DFBBD7364EB24DEEB101767D861A9416@nlutxch101.corporate.ingrammicro.com> Hi all, I have a question regarding RT installation with a separate modules directory exclusive for RT. I currently configured CPAN to install modules in /opt/perl and make sure that the installing user has PERL5LIB configured to use that directory when installing RT. In the apache mod_perl virtualhost I've added the following 2 lines to the RT virtual host PerlOptions +Parent PerlSwitches -I/opt/perl/lib This makes sure that the virtual host uses the /opt/perl modules directory. This currently works with RT 3.6.6. installed in /opt/rt3. Since I'm a limited skilled perl hacker I'm not sure if this setup could be used in a production enviroment for RT and if it would not have a negative impact on the performance? Database being used is MySQL. I've restored a backup from the production server to my test setup. I have one other question regarding MYSQL. After restoring the data to the test server the performance for opening old tickets is ok to me (most of the time below 2 seconds response time). However if I open a merged ticket the loading time increases. I have one ticket that takes about 50 seconds to load with hardly any history in it. If I check the load time on the production server with the same ticket it takes about 2 seconds. What could be wrong here? Kind regards, Ton Hoogstraten -------------- next part -------------- An HTML attachment was scrubbed... URL: From bekeny-rt at docca.hu Thu Aug 21 07:16:30 2008 From: bekeny-rt at docca.hu (BALINT Bekeny) Date: Thu, 21 Aug 2008 13:16:30 +0200 Subject: [rt-users] Issue with iso/utf in 3.8.1? In-Reply-To: <20080820164434.GA21244@mnemonic.no> References: <20080820145411.GX21244@mnemonic.no> <20080820150809.GH3165@easter-eggs.com> <20080820152044.GY21244@mnemonic.no> <20080820152758.GI3165@easter-eggs.com> <20080820162228.GZ21244@mnemonic.no> <20080820162957.GL3165@easter-eggs.com> <20080820164434.GA21244@mnemonic.no> Message-ID: Hi List, I have done the same upgrade (3.8.0 -> 3.8.1) with the following steps: 1. backup the old rt3 database with mysqldump 2. unpack rt-3.8.1.tar.gz 3. ./configure and make testdeps (everything was ok) 4. in the source directory of rt 3.8.1 run: perl etc/upgrade/ schema.mysql-4.0-4.1.pl db user pass > sql.queries 5. run: mysql -u root -p rt3 < sql.queries 6. make upgrade 7. /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade After that every non iso8859-1 character was wrong (like CF descriptions, comments. etc.). What should I do to solve this problem and what information do you need? I am using MySQL 5.0.51. With command line mysql client everythins seems good (for example SELECT Subject FROM Tickets WHERE id = $ticket_id_of_a_non_iso_subject_ticket) and everything seems utf8 and not latin1. If I change the SET NAMES 'utf8' line to SET NAMES 'latin1' in /opt/rt3/lib/RT/Handle.pm, everything is fine again, but I think it's not a good solution. Any suggestion? Thanks, -- Bekeny On Wed, Aug 20, 2008 at 6:44 PM, Geir Skjotskift wrote: > Emmanuel Lacour wrote: > > Which RT version you used to generate sql.queries? 3.8.0 or 3.8.1? > > > > (this bug was reported in list before 3.8.1 and should be fixed as I > > remember). > > Ok. Thanks. I made the assumption that these files had been upgraded as > well > and used the ones in the rt3 installation directory. When I used the > ones directly from the tarball everything worked fine. My nordic letters > are back again. :-) > > Thank you so much. You have been of great help. > > -geir > > -- > **--**--**--**--**--**--**--**--**--**--**--**--**--**-- > Geir Skjotskift, mnemonic AS Email : geir at mnemonic.no > Wergelandsveien 25 Cell : +47 95 10 51 09 > N-0167 Oslo, NORWAY Fax : +47 23 20 47 01 > Key A2360FF3 availiable at subkeys.pgp.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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From curtisb at vianet.ca Thu Aug 21 10:04:04 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Thu, 21 Aug 2008 10:04:04 -0400 Subject: [rt-users] No permission notify In-Reply-To: <48AC59D7.1080405@lbl.gov> References: <48AC5908.5050503@vianet.ca> <48AC59D7.1080405@lbl.gov> Message-ID: <48AD75D4.10505@vianet.ca> That's how my private queues are set up, but that doesn't prevent spammers from trying every possible email address on my server, when they do find a private one they get this return email. Perhaps I misunderstood .. is there a spot to change that behavior for everyone and unprivileged? Curtis Kenneth Crocker wrote: > Curtis, > > > Try removing those permissions from EVERYONE and UNPRIVILEGED to > PRIVILEGED only. Hope this helps. > > Kenn > LBNL > > On 8/20/2008 10:48 AM, Curtis Bruneau wrote: >> Is there any way to not notify the sender when they don't have >> permission? I don't mind the root@ notification but spammers just >> hammer all our queues and the closed ones don't have a spam filter on >> it .. so it causes tons of backscatter (spoofed sender returns spam). >> All our public queues are controlled mostly through web forms and >> other apps, so there's no reason to notify anyone about permissions >> in these cases for us. If there's any reason why this would be a bad >> idea I wouldn't mind hearing too. >> >> -- >> /RT could not load a valid user, and RT's configuration does not allow >> for the creation of a new user for this email >> (spam at backscattervictim.com). >> >> You might need to grant 'Everyone' the right 'CreateTicket' for the >> queue queue::blah. >> -- >> >> /Thanks >> Curtis >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > From diona at knowmad.com Thu Aug 21 10:19:37 2008 From: diona at knowmad.com (Diona Kidd) Date: Thu, 21 Aug 2008 10:19:37 -0400 Subject: [rt-users] Upgrade from 3.4.2 In-Reply-To: <0C9AD57E-A869-42A6-8BA0-366EF318CB60@bestpractical.com> References: <860f763b0808201429u60a343a1xed3cd6537d081d68@mail.gmail.com> <0C9AD57E-A869-42A6-8BA0-366EF318CB60@bestpractical.com> Message-ID: <860f763b0808210719s63d1d40ai3a2cdd623c839734@mail.gmail.com> Jessie, Thanks for the reply. You're right. The entire table is empty. If this didn't convert, I wonder what else didn't make it into the converted tables. Diona On Wed, Aug 20, 2008 at 5:59 PM, Jesse Vincent wrote: > > On Aug 20, 2008, at 5:29 PM, Diona Kidd wrote: > >> I did a fresh install to a new server for 3.8. Worked fine. > > > >> Then I used the pg to mysql conversion tool, > > I suspect this stage didn't go as you'd hoped. > > >> dumped the converted db, copied >> it over to the new server and followed the upgrade path. >> > > Can you give me "SELECT * From Principals where id = 2323"? > >> When I try to login, I get the following error in my browser. >> >> Can't call method "Disabled" on an undefined value at >> /opt/rt3/bin/../lib/RT/User_Overlay.pm line 971. >> >> And the error "[crit]: No principal for user #2323" in the apache log. > > > >> >> >> Any ideas? I can see that it's likely the PrincipalObj isn't defined >> but that's about as far as I went with debugging. It's a definitely a >> data issue that occurred during the update of the older database. >> >> Thanks, >> >> Diona >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -- Knowmad Technologies - Open Source Software Solutions W: http://www.knowmad.com | E: diona at knowmad.com P: 704.343.9330 | http://www.LinkedIn.com/in/dionakidd From jpierce at cambridgeenergyalliance.org Thu Aug 21 12:42:41 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 21 Aug 2008 12:42:41 -0400 Subject: [rt-users] ACLs to create tickets with custom fields Message-ID: Is it normal that this should require the ModifyCustomField right? Because it doesn't seem at all intuitive to me, nor does the documentation clearly indicate that this should be the case. Alas, I've lost quite a bit of time due to this :-/ -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From gaurav at subisu.net.np Thu Aug 21 13:02:01 2008 From: gaurav at subisu.net.np (Gaurav Ghimire) Date: Thu, 21 Aug 2008 22:47:01 +0545 Subject: [rt-users] Any differences between? Message-ID: <48AD9F89.1040407@subisu.net.np> Hi, Are there any differences between the rights "OwnTicket" and "TakeTicket" they sound similar I doubt if the job is same as well. Regards, Gaurav From KFCrocker at lbl.gov Thu Aug 21 13:14:42 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 21 Aug 2008 10:14:42 -0700 Subject: [rt-users] No permission notify In-Reply-To: <48AD75D4.10505@vianet.ca> References: <48AC5908.5050503@vianet.ca> <48AC59D7.1080405@lbl.gov> <48AD75D4.10505@vianet.ca> Message-ID: <48ADA282.1040109@lbl.gov> Curtis, We don't get spam so my answer won't work for you. We have set up our RT so that no spam gets in. That way, RT can automatically create (& grant 'privileged' to) users that pass authentication and all email users get automatically created as 'unprivileged' users. That's what we do and it works fine. Kenn LBNL On 8/21/2008 7:04 AM, Curtis Bruneau wrote: > That's how my private queues are set up, but that doesn't prevent > spammers from trying every possible email address on my server, when > they do find a private one they get this return email. Perhaps I > misunderstood .. is there a spot to change that behavior for everyone > and unprivileged? > > Curtis > > Kenneth Crocker wrote: >> Curtis, >> >> >> Try removing those permissions from EVERYONE and UNPRIVILEGED to >> PRIVILEGED only. Hope this helps. >> >> Kenn >> LBNL >> >> On 8/20/2008 10:48 AM, Curtis Bruneau wrote: >>> Is there any way to not notify the sender when they don't have >>> permission? I don't mind the root@ notification but spammers just >>> hammer all our queues and the closed ones don't have a spam filter on >>> it .. so it causes tons of backscatter (spoofed sender returns spam). >>> All our public queues are controlled mostly through web forms and >>> other apps, so there's no reason to notify anyone about permissions >>> in these cases for us. If there's any reason why this would be a bad >>> idea I wouldn't mind hearing too. >>> >>> -- >>> /RT could not load a valid user, and RT's configuration does not allow >>> for the creation of a new user for this email >>> (spam at backscattervictim.com). >>> >>> You might need to grant 'Everyone' the right 'CreateTicket' for the >>> queue queue::blah. >>> -- >>> >>> /Thanks >>> Curtis >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From barnesaw at ucrwcu.rwc.uc.edu Thu Aug 21 13:29:15 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 21 Aug 2008 13:29:15 -0400 Subject: [rt-users] Any differences between? In-Reply-To: <48AD9F89.1040407@subisu.net.np> References: <48AD9F89.1040407@subisu.net.np> Message-ID: <48ADA5EB.3060200@ucrwcu.rwc.uc.edu> I think OwnTicket means someone can assign a ticket to you but you can't take it yourself but I have been mistaken before. Gaurav Ghimire wrote: > Hi, > > Are there any differences between the rights "OwnTicket" and > "TakeTicket" they sound similar I doubt if the job is same as well. > > Regards, > > Gaurav > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From KFCrocker at lbl.gov Thu Aug 21 13:24:59 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 21 Aug 2008 10:24:59 -0700 Subject: [rt-users] ACLs to create tickets with custom fields In-Reply-To: References: Message-ID: <48ADA4EB.3060503@lbl.gov> Jerrad, Actually, the "ModifyCustomField" privilege doesn't have anything to do with creating tickets. When a ticket is created, an OBJECTCUSTOMFIELDVALUES table record (where the value of the CF for that ticket is held) is created automatically for that ticket for each custom field applied to the queue the ticket resides in, provided that there is a value for that custom field for that ticket. The "ModifyCustomField" privilege allows a user to put a value into that CF for that ticket. If a ticket is created and no value is given for a particular CF, then the OBJECTCUSTOMFIELDVALUES record is NOT created. If, at a later date/time, a user with that privilege goes into the ticket and enters a value for that CF, then the OBJECTCUSTOMFIELDVALUES record is created. The OBJECTCUSTOMFIELDVALUES table record has a key (OBJECTID) to each ticket it is holding values for. I hope this helps. Kenn LBNL On 8/21/2008 9:42 AM, Jerrad Pierce wrote: > Is it normal that this should require the ModifyCustomField right? > Because it doesn't seem at all intuitive to me, > nor does the documentation clearly indicate that this should be the > case. Alas, I've lost quite a bit of time due > to this :-/ > > -- > Cambridge Energy Alliance: Save money & the planet > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From curtisb at vianet.ca Thu Aug 21 13:44:38 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Thu, 21 Aug 2008 13:44:38 -0400 Subject: [rt-users] No permission notify In-Reply-To: <48ADA282.1040109@lbl.gov> References: <48AC5908.5050503@vianet.ca> <48AC59D7.1080405@lbl.gov> <48AD75D4.10505@vianet.ca> <48ADA282.1040109@lbl.gov> Message-ID: <48ADA986.3070304@vianet.ca> Yeah I'm talking about backscatter, when someone sends spam as a spoofed user and the smtp server bounces that spam back to the spoofed address, effectively relaying spam for them. Postfix does recipient lists so the majority won't bounce for email addresses not in my /etc/aliases, I have procmail and spamassassin on the entry of my public queue/emails so spam is not getting in, but it will bounce back (the RT response) when there's no permission on a private queue. It's not a major problem I was just curious if those no permission replies can be disabled. Or at least don't attach the original message to the response. Curtis. Kenneth Crocker wrote: > Curtis, > > > We don't get spam so my answer won't work for you. We have set up > our RT so that no spam gets in. That way, RT can automatically create > (& grant 'privileged' to) users that pass authentication and all email > users get automatically created as 'unprivileged' users. That's what > we do and it works fine. > > > Kenn > LBNL > > On 8/21/2008 7:04 AM, Curtis Bruneau wrote: >> That's how my private queues are set up, but that doesn't prevent >> spammers from trying every possible email address on my server, when >> they do find a private one they get this return email. Perhaps I >> misunderstood .. is there a spot to change that behavior for everyone >> and unprivileged? >> >> Curtis >> >> Kenneth Crocker wrote: >>> Curtis, >>> >>> >>> Try removing those permissions from EVERYONE and UNPRIVILEGED to >>> PRIVILEGED only. Hope this helps. >>> >>> Kenn >>> LBNL >>> >>> On 8/20/2008 10:48 AM, Curtis Bruneau wrote: >>>> Is there any way to not notify the sender when they don't have >>>> permission? I don't mind the root@ notification but spammers just >>>> hammer all our queues and the closed ones don't have a spam filter >>>> on it .. so it causes tons of backscatter (spoofed sender returns >>>> spam). All our public queues are controlled mostly through web >>>> forms and other apps, so there's no reason to notify anyone about >>>> permissions in these cases for us. If there's any reason why this >>>> would be a bad idea I wouldn't mind hearing too. >>>> >>>> -- >>>> /RT could not load a valid user, and RT's configuration does not allow >>>> for the creation of a new user for this email >>>> (spam at backscattervictim.com). >>>> >>>> You might need to grant 'Everyone' the right 'CreateTicket' for the >>>> queue queue::blah. >>>> -- >>>> >>>> /Thanks >>>> Curtis >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: 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 jpierce at cambridgeenergyalliance.org Thu Aug 21 12:42:41 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 21 Aug 2008 12:42:41 -0400 Subject: [rt-users] ACLs to create tickets with custom fields Message-ID: Is it normal that this should require the ModifyCustomField right? Because it doesn't seem at all intuitive to me, nor does the documentation clearly indicate that this should be the case. Alas, I've lost quite a bit of time due to this :-/ -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From curtisb at vianet.ca Thu Aug 21 13:42:38 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Thu, 21 Aug 2008 13:42:38 -0400 Subject: [rt-users] No permission notify In-Reply-To: <48ADA282.1040109@lbl.gov> References: <48AC5908.5050503@vianet.ca> <48AC59D7.1080405@lbl.gov> <48AD75D4.10505@vianet.ca> <48ADA282.1040109@lbl.gov> Message-ID: <48ADA90E.6050405@vianet.ca> Yeah I'm talking about backscatter, when someone sends spam as a spoofed user and the smtp server bounces that spam back to the spoofed address, effectively relaying spam for them. Postfix does recipient lists so the majority won't bounce for email addresses not in my /etc/aliases, I have procmail and spamassassin on the entry of my public queue/emails so spam is not getting in, but it will bounce back (the RT response) when there's no permission on a private queue. It's not a major problem I was just curious if those no permission replies can be disabled. Or at least don't attach the original message to the response. Curtis. Kenneth Crocker wrote: > Curtis, > > > We don't get spam so my answer won't work for you. We have set up > our RT so that no spam gets in. That way, RT can automatically create > (& grant 'privileged' to) users that pass authentication and all email > users get automatically created as 'unprivileged' users. That's what > we do and it works fine. > > > Kenn > LBNL > > On 8/21/2008 7:04 AM, Curtis Bruneau wrote: >> That's how my private queues are set up, but that doesn't prevent >> spammers from trying every possible email address on my server, when >> they do find a private one they get this return email. Perhaps I >> misunderstood .. is there a spot to change that behavior for everyone >> and unprivileged? >> >> Curtis >> >> Kenneth Crocker wrote: >>> Curtis, >>> >>> >>> Try removing those permissions from EVERYONE and UNPRIVILEGED to >>> PRIVILEGED only. Hope this helps. >>> >>> Kenn >>> LBNL >>> >>> On 8/20/2008 10:48 AM, Curtis Bruneau wrote: >>>> Is there any way to not notify the sender when they don't have >>>> permission? I don't mind the root@ notification but spammers just >>>> hammer all our queues and the closed ones don't have a spam filter >>>> on it .. so it causes tons of backscatter (spoofed sender returns >>>> spam). All our public queues are controlled mostly through web >>>> forms and other apps, so there's no reason to notify anyone about >>>> permissions in these cases for us. If there's any reason why this >>>> would be a bad idea I wouldn't mind hearing too. >>>> >>>> -- >>>> /RT could not load a valid user, and RT's configuration does not allow >>>> for the creation of a new user for this email >>>> (spam at backscattervictim.com). >>>> >>>> You might need to grant 'Everyone' the right 'CreateTicket' for the >>>> queue queue::blah. >>>> -- >>>> >>>> /Thanks >>>> Curtis >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: 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 gaurav at subisu.net.np Thu Aug 21 13:47:54 2008 From: gaurav at subisu.net.np (Gaurav Ghimire) Date: Thu, 21 Aug 2008 23:32:54 +0545 Subject: [rt-users] Any differences between? In-Reply-To: <48ADA5EB.3060200@ucrwcu.rwc.uc.edu> References: <48AD9F89.1040407@subisu.net.np> <48ADA5EB.3060200@ucrwcu.rwc.uc.edu> Message-ID: <48ADAA4A.5060603@subisu.net.np> Well Drew, What I think is OwnTicket is once the Admin changes the owner to you, you own it, the ticket then cannot be taken/owned by anyone else. And if 'TakeTicket' right is activated on any user or group then that particular ticket if is assigned to nobody can be taken on self. Once you change the ownership to some other you see that there is no take option..that probably means that the ticket can further cannot be owned as told in the wiki. Keeping things simple.."Take Ticket" you are the king and you can take the ticket on your behalf :) .. "Own Ticket" ..some one above you ..probably your boss will assign it to you...and you will then have to do the ticket. Where I see the use is: OwnTicket: A dept whereby one is the Departmental Chief and has subordinates, the Chief knows the capability of his/her subordinates and knows who can do what? so on that knowledge he then asks the RT Admin to not allow any of the Group Members the right to "TakeTicket" but only let him Admin the group and/or queue (whatever is necessary) and grant every other person there with the "OwnTicket" rights. That way he can assign the ticket to any of his subordinates. But in the mean time the other subordinates are to be kept on AdminCcs n watch so everybody knows whats been cooked and the chief can keep an eye of the ticket as it gets on its way, changes ownership if necessary. TakeTicket: The chief along with his/her subordinates are in some critical or say a department where every person knows some or more of the task the department handles. In such case the chief keeping the Admin (group n queue [whatever is necessary] ) right to himself, asks the RT Admin to allow all the subordinates with right to "TakeTicket" and also "OwnTicket" and others as above. This way as subordinates see some tickets..the take it on their own (here they will probably have more comments) and if the cheif sees some necessity of someone specific being assigned of the job, he will do so. Well this is what I summarized out of the two rights and their use the way I see. I might have been mistaken somewhere so more light on the subject would be highly appreciated. Regards, Gaurav Drew Barnes wrote: > I think OwnTicket means someone can assign a ticket to you but you > can't take it yourself but I have been mistaken before. > > Gaurav Ghimire wrote: >> Hi, >> >> Are there any differences between the rights "OwnTicket" and >> "TakeTicket" they sound similar I doubt if the job is same as well. >> >> Regards, >> >> Gaurav >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From jhunter at telwestservices.com Thu Aug 21 14:56:13 2008 From: jhunter at telwestservices.com (Joshua Hunter) Date: Thu, 21 Aug 2008 13:56:13 -0500 Subject: [rt-users] Upgrade to 3.8.1 Out of Memory Errors In-Reply-To: References: Message-ID: <9F285BFE1D7757499D9FF095B4EE347D03148F74@tw-xchange01.TWC.local> I upgraded from 3.8.0 to 3.8.1 and added graphviz support in the wee hours of last night. All seemed fine. I was able to graph ticket relationships and I worked until about lunch before I encountered a problem where each webpage is blank. I am definitely connecting to the web server, but nothing is displayed. I have "Out of memory! Callback called exit." Errors in my apache2 logs. My system is Debian running in a vm with about 700mb of ram available and I have about 2000 tickets. I found the following information (below) which seems to pertain to my situation. My question is (and no offense to Sebastien as I really appreciate his posting this solution), but is this the appropriate action to take? Do I simply need more RAM or is this an error with the schema? I am reticent to go making changes that will come back to haunt me later. Thus far in an attempt to resolve the problem I have only restarted apache2 and the server. Neither made any difference. Thank you, Joshua Re: Problem after an upgrade to 3.8.1 Remove Highlighting [In reply to] Hello David, The problem looks like the session table is being corrupted. I modified the schema using: ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; Now everything seems to be working fine. By the way, I am also using a virtual machine. 256Mo were enough for 3.8.0. I increased the available memory to 512Mo but this did not solved the problem. I hope this trick will solve your problem. Regards Sebastien On Thu, Aug 21, 2008 at 4:36 AM, David Hobley wrote: > Sebastien, > > I had this issue as well - luckily I was running in a Virtual Machine, so I > upped the allocated memory from 1Gig to 2Gig and the problem went away. It > looks like RT is a bit of a memory pig (in the nicest possible way!) How > much memory do you have in your machine? > > Cheers, > David > > ----- Original Message ----- > From: "Sebastien Termeau" > To: rt-users[at]lists.bestpractical.com > Sent: Wednesday, 20 August, 2008 11:22:13 PM GMT +10:00 Brisbane > Subject: [rt-users] Problem after an upgrade to 3.8.1 > > Dear RT-Users, > > I have a really recent RT 3.6.7 installation (around 200 tickets) > running on CentOS 5.2. > I was able to upgrade to 3.8.0 without problems. > The problems appear when I tried to upgrade either from 3.6.7 to 3.8.1 > or from 3.8.0 to 3.8.1. A fresh 3.8.1 installation works fine. > After the upgrade, when I try to access the web interface I only > receive a blank page. > In my apache error log file, the following message is present: > Out of memory! > Callback called exit. > I got the same error when I tried to use "rt-clean-sessions". > Using 'perl -d', I tracked down the error to > RT::Interface::Web::Session::ClearByUser line 246 > eval { tie %session, $class, $id, $attrs }; > -> $class=Apache::Session::MySQL > -> $id=3d97a1c2c09740acfee006d0221d1d12 > -> attrs is an empty hash > > I tried to remove all the existing sessions in the database : delete > from sessions; > And it was working fine for 5 minutes. Then the same error rise again. > > Did I missed something in the upgrade process? > Do you have a suggestion? > > 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 > > > -- > Cheers, > David Hobley > > IT Manager > Creators of Miessence, MiVitality and MiEnviron > > Phone: +61 (7) 5582 7020 > Fax: +61 (7) 5539 6719 > USA Fax 1800 840 0827 > Email : david.hobley[at]mionegroup.com > Website: www.mionegroup.com > > > From jpierce at cambridgeenergyalliance.org Thu Aug 21 12:28:53 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 21 Aug 2008 12:28:53 -0400 Subject: [rt-users] Problem with scrips and REST In-Reply-To: References: Message-ID: After testing the CLI, I've been able to determine that this a problem with RT::Client::REST (at least .36 and .37) -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Thu Aug 21 15:11:21 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 21 Aug 2008 14:11:21 -0500 Subject: [rt-users] Upgrade to 3.8.1 Out of Memory Errors In-Reply-To: <9F285BFE1D7757499D9FF095B4EE347D03148F74@tw-xchange01.TWC.local> References: <9F285BFE1D7757499D9FF095B4EE347D03148F74@tw-xchange01.TWC.local> Message-ID: <20080821191121.GV18572@it.is.rice.edu> The increase in blob size should be transparent. Smaller blobs can still be contained in the larger type and they are functionally equivalent. If this is the problem, this is the only answer unless you feel like doing heavy RT coding to reduce the size of a session. This is definitely the easiest way out. Cheers, Ken On Thu, Aug 21, 2008 at 01:56:13PM -0500, Joshua Hunter wrote: > I upgraded from 3.8.0 to 3.8.1 and added graphviz support in the wee > hours of last night. All seemed fine. I was able to graph ticket > relationships and I worked until about lunch before I encountered a > problem where each webpage is blank. I am definitely connecting to the > web server, but nothing is displayed. I have "Out of memory! Callback > called exit." Errors in my apache2 logs. My system is Debian running in > a vm with about 700mb of ram available and I have about 2000 tickets. > > I found the following information (below) which seems to pertain to my > situation. My question is (and no offense to Sebastien as I really > appreciate his posting this solution), but is this the appropriate > action to take? Do I simply need more RAM or is this an error with the > schema? I am reticent to go making changes that will come back to haunt > me later. > > Thus far in an attempt to resolve the problem I have only restarted > apache2 and the server. Neither made any difference. > > Thank you, > > Joshua > > Re: Problem after an upgrade to 3.8.1 Remove Highlighting [In reply to] > Hello David, > > The problem looks like the session table is being corrupted. > I modified the schema using: ALTER TABLE sessions CHANGE a_session > a_session LONGBLOB; > Now everything seems to be working fine. > By the way, I am also using a virtual machine. 256Mo were enough for > 3.8.0. I increased the available memory to 512Mo but this did not > solved the problem. > I hope this trick will solve your problem. > Regards > > Sebastien > > On Thu, Aug 21, 2008 at 4:36 AM, David Hobley > wrote: > > Sebastien, > > > > I had this issue as well - luckily I was running in a Virtual Machine, > so I > > upped the allocated memory from 1Gig to 2Gig and the problem went > away. It > > looks like RT is a bit of a memory pig (in the nicest possible way!) > How > > much memory do you have in your machine? > > > > Cheers, > > David > > > > ----- Original Message ----- > > From: "Sebastien Termeau" > > To: rt-users[at]lists.bestpractical.com > > Sent: Wednesday, 20 August, 2008 11:22:13 PM GMT +10:00 Brisbane > > Subject: [rt-users] Problem after an upgrade to 3.8.1 > > > > Dear RT-Users, > > > > I have a really recent RT 3.6.7 installation (around 200 tickets) > > running on CentOS 5.2. > > I was able to upgrade to 3.8.0 without problems. > > The problems appear when I tried to upgrade either from 3.6.7 to 3.8.1 > > or from 3.8.0 to 3.8.1. A fresh 3.8.1 installation works fine. > > After the upgrade, when I try to access the web interface I only > > receive a blank page. > > In my apache error log file, the following message is present: > > Out of memory! > > Callback called exit. > > I got the same error when I tried to use "rt-clean-sessions". > > Using 'perl -d', I tracked down the error to > > RT::Interface::Web::Session::ClearByUser line 246 > > eval { tie %session, $class, $id, $attrs }; > > -> $class=Apache::Session::MySQL > > -> $id=3d97a1c2c09740acfee006d0221d1d12 > > -> attrs is an empty hash > > > > I tried to remove all the existing sessions in the database : delete > > from sessions; > > And it was working fine for 5 minutes. Then the same error rise again. > > > > Did I missed something in the upgrade process? > > Do you have a suggestion? > > > > 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 > > > > > > -- > > Cheers, > > David Hobley > > > > IT Manager > > Creators of Miessence, MiVitality and MiEnviron > > > > Phone: +61 (7) 5582 7020 > > Fax: +61 (7) 5539 6719 > > USA Fax 1800 840 0827 > > Email : david.hobley[at]mionegroup.com > > Website: www.mionegroup.com > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From barnesaw at ucrwcu.rwc.uc.edu Thu Aug 21 15:43:56 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 21 Aug 2008 15:43:56 -0400 Subject: [rt-users] Upgrade to 3.8.1 Out of Memory Errors In-Reply-To: <9F285BFE1D7757499D9FF095B4EE347D03148F74@tw-xchange01.TWC.local> References: <9F285BFE1D7757499D9FF095B4EE347D03148F74@tw-xchange01.TWC.local> Message-ID: <48ADC57C.4030104@ucrwcu.rwc.uc.edu> I also ran across this. I added local mods back into the local tree after trying out 3.8.0. It worked fine across apache restarts. When I upgraded to 3.8.1 I got the "Out of memory! Callback called exit." error every time I tried to load RT in my browser. Figuring that one of my local mods had something in it causing this, I wiped the entire RT tree, reinstalled and then promptly got too busy to try to add them back in. I hope to have some time to play and see if I can replicate this. Drew Joshua Hunter wrote: > I upgraded from 3.8.0 to 3.8.1 and added graphviz support in the wee > hours of last night. All seemed fine. I was able to graph ticket > relationships and I worked until about lunch before I encountered a > problem where each webpage is blank. I am definitely connecting to the > web server, but nothing is displayed. I have "Out of memory! Callback > called exit." Errors in my apache2 logs. My system is Debian running in > a vm with about 700mb of ram available and I have about 2000 tickets. > > I found the following information (below) which seems to pertain to my > situation. My question is (and no offense to Sebastien as I really > appreciate his posting this solution), but is this the appropriate > action to take? Do I simply need more RAM or is this an error with the > schema? I am reticent to go making changes that will come back to haunt > me later. > > Thus far in an attempt to resolve the problem I have only restarted > apache2 and the server. Neither made any difference. > > Thank you, > > Joshua > > Re: Problem after an upgrade to 3.8.1 Remove Highlighting [In reply to] > Hello David, > > The problem looks like the session table is being corrupted. > I modified the schema using: ALTER TABLE sessions CHANGE a_session > a_session LONGBLOB; > Now everything seems to be working fine. > By the way, I am also using a virtual machine. 256Mo were enough for > 3.8.0. I increased the available memory to 512Mo but this did not > solved the problem. > I hope this trick will solve your problem. > Regards > > Sebastien > > On Thu, Aug 21, 2008 at 4:36 AM, David Hobley > wrote: > >> Sebastien, >> >> I had this issue as well - luckily I was running in a Virtual Machine, >> > so I > >> upped the allocated memory from 1Gig to 2Gig and the problem went >> > away. It > >> looks like RT is a bit of a memory pig (in the nicest possible way!) >> > How > >> much memory do you have in your machine? >> >> Cheers, >> David >> >> ----- Original Message ----- >> From: "Sebastien Termeau" >> To: rt-users[at]lists.bestpractical.com >> Sent: Wednesday, 20 August, 2008 11:22:13 PM GMT +10:00 Brisbane >> Subject: [rt-users] Problem after an upgrade to 3.8.1 >> >> Dear RT-Users, >> >> I have a really recent RT 3.6.7 installation (around 200 tickets) >> running on CentOS 5.2. >> I was able to upgrade to 3.8.0 without problems. >> The problems appear when I tried to upgrade either from 3.6.7 to 3.8.1 >> or from 3.8.0 to 3.8.1. A fresh 3.8.1 installation works fine. >> After the upgrade, when I try to access the web interface I only >> receive a blank page. >> In my apache error log file, the following message is present: >> Out of memory! >> Callback called exit. >> I got the same error when I tried to use "rt-clean-sessions". >> Using 'perl -d', I tracked down the error to >> RT::Interface::Web::Session::ClearByUser line 246 >> eval { tie %session, $class, $id, $attrs }; >> -> $class=Apache::Session::MySQL >> -> $id=3d97a1c2c09740acfee006d0221d1d12 >> -> attrs is an empty hash >> >> I tried to remove all the existing sessions in the database : delete >> from sessions; >> And it was working fine for 5 minutes. Then the same error rise again. >> >> Did I missed something in the upgrade process? >> Do you have a suggestion? >> >> 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 >> >> >> -- >> Cheers, >> David Hobley >> >> IT Manager >> Creators of Miessence, MiVitality and MiEnviron >> >> Phone: +61 (7) 5582 7020 >> Fax: +61 (7) 5539 6719 >> USA Fax 1800 840 0827 >> Email : david.hobley[at]mionegroup.com >> Website: www.mionegroup.com >> >> >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From pthirose at ucdavis.edu Thu Aug 21 15:49:42 2008 From: pthirose at ucdavis.edu (Paul Hirose) Date: Thu, 21 Aug 2008 12:49:42 -0700 (PDT) Subject: [rt-users] Upgrade to 3.8.1 Out of Memory Errors In-Reply-To: <20080821191121.GV18572@it.is.rice.edu> References: <9F285BFE1D7757499D9FF095B4EE347D03148F74@tw-xchange01.TWC.local> <20080821191121.GV18572@it.is.rice.edu> Message-ID: Earlier in this thread, it was mentioned in passing that a clean install of 3.8.1 is fine, implying this problem only affects upgrades. Is this so? If I can afford to do a clean install rather than an upgrade from 380, do I then not have to make this change to LONGBLOB type? Does 381 already use LONGBLOB or is there something else occuring (or not occuring) during the update process? Is LONGBLOB'ing the a_session field going to be the recommended method, or maybe even become part of the official update process when moving say to 3.8.2? I've not yet noticed this problem on our system, but ours is very very small. We have less than a dozen people using the web interface. All our ticket creators only know how to email our helpdesk@ address and we don't tell them about the actual website, keeping the website itself strictly for internal support staff. And I'm guessing this issue is related more to the number of sessions on the website, than the total number of tickets in the RT database. For those of you who have run into this issue, any idea how close you used to be to maximum memory usage before updating to 381? Was it just "I was close at 380 and 381 just tipped me over" scenario? Or was your system only using up say 50% memory and going to 381 more than doubled your memory footprint? Thank you, PH > The increase in blob size should be transparent. Smaller blobs can > still be contained in the larger type and they are functionally > equivalent. If this is the problem, this is the only answer unless > you feel like doing heavy RT coding to reduce the size of a session. > This is definitely the easiest way out. > > Cheers, > Ken > > On Thu, Aug 21, 2008 at 01:56:13PM -0500, Joshua Hunter wrote: > > I upgraded from 3.8.0 to 3.8.1 and added graphviz support in the wee > > hours of last night. All seemed fine. I was able to graph ticket > > relationships and I worked until about lunch before I encountered a > > problem where each webpage is blank. I am definitely connecting to the > > web server, but nothing is displayed. I have "Out of memory! Callback > > called exit." Errors in my apache2 logs. My system is Debian running in > > a vm with about 700mb of ram available and I have about 2000 tickets. > > > > I found the following information (below) which seems to pertain to my > > situation. My question is (and no offense to Sebastien as I really > > appreciate his posting this solution), but is this the appropriate > > action to take? Do I simply need more RAM or is this an error with the > > schema? I am reticent to go making changes that will come back to haunt > > me later. > > > > Thus far in an attempt to resolve the problem I have only restarted > > apache2 and the server. Neither made any difference. > > > > Thank you, > > > > Joshua > > > > Re: Problem after an upgrade to 3.8.1 Remove Highlighting [In reply to] > > Hello David, > > > > The problem looks like the session table is being corrupted. > > I modified the schema using: ALTER TABLE sessions CHANGE a_session > > a_session LONGBLOB; > > Now everything seems to be working fine. > > By the way, I am also using a virtual machine. 256Mo were enough for > > 3.8.0. I increased the available memory to 512Mo but this did not > > solved the problem. > > I hope this trick will solve your problem. > > Regards > > > > Sebastien > > > > On Thu, Aug 21, 2008 at 4:36 AM, David Hobley > > wrote: > > > Sebastien, > > > > > > I had this issue as well - luckily I was running in a Virtual Machine, > > so I > > > upped the allocated memory from 1Gig to 2Gig and the problem went > > away. It > > > looks like RT is a bit of a memory pig (in the nicest possible way!) > > How > > > much memory do you have in your machine? > > > > > > Cheers, > > > David > > > > > > ----- Original Message ----- > > > From: "Sebastien Termeau" > > > To: rt-users[at]lists.bestpractical.com > > > Sent: Wednesday, 20 August, 2008 11:22:13 PM GMT +10:00 Brisbane > > > Subject: [rt-users] Problem after an upgrade to 3.8.1 > > > > > > Dear RT-Users, > > > > > > I have a really recent RT 3.6.7 installation (around 200 tickets) > > > running on CentOS 5.2. > > > I was able to upgrade to 3.8.0 without problems. > > > The problems appear when I tried to upgrade either from 3.6.7 to 3.8.1 > > > or from 3.8.0 to 3.8.1. A fresh 3.8.1 installation works fine. > > > After the upgrade, when I try to access the web interface I only > > > receive a blank page. > > > In my apache error log file, the following message is present: > > > Out of memory! > > > Callback called exit. > > > I got the same error when I tried to use "rt-clean-sessions". > > > Using 'perl -d', I tracked down the error to > > > RT::Interface::Web::Session::ClearByUser line 246 > > > eval { tie %session, $class, $id, $attrs }; > > > -> $class=Apache::Session::MySQL > > > -> $id=3d97a1c2c09740acfee006d0221d1d12 > > > -> attrs is an empty hash > > > > > > I tried to remove all the existing sessions in the database : delete > > > from sessions; > > > And it was working fine for 5 minutes. Then the same error rise again. > > > > > > Did I missed something in the upgrade process? > > > Do you have a suggestion? > > > > > > 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 > > > > > > > > > -- > > > Cheers, > > > David Hobley > > > > > > IT Manager > > > Creators of Miessence, MiVitality and MiEnviron > > > > > > Phone: +61 (7) 5582 7020 > > > Fax: +61 (7) 5539 6719 > > > USA Fax 1800 840 0827 > > > Email : david.hobley[at]mionegroup.com > > > Website: www.mionegroup.com > > > > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 > Paul Hirose : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife 1034 Academic Surge : Programmer/Analyst : Backup Motto : rm -fr / One Shields Avenue : Voice (530) 752-7181 : Robot, n.: Univ. Admin Davis, CA 95616-8770 : Fax (530) 752-4465 : rec.pets.cat.anecdotes From jpierce at cambridgeenergyalliance.org Thu Aug 21 13:31:59 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 21 Aug 2008 13:31:59 -0400 Subject: [rt-users] ACLs to create tickets with custom fields In-Reply-To: <48ADA4EB.3060503@lbl.gov> References: <48ADA4EB.3060503@lbl.gov> Message-ID: On Thu, Aug 21, 2008 at 13:24, Kenneth Crocker wrote: > Jerrad, > > > Actually, the "ModifyCustomField" privilege doesn't have anything to > do with creating tickets. When a ticket is created, an > OBJECTCUSTOMFIELDVALUES table record (where the value of the CF for that > ticket is held) is created automatically for that ticket for each custom > field applied to the queue the ticket resides in, provided that there is a > value for that custom field for that ticket. The "ModifyCustomField" > privilege allows a user to put a value into that CF for that ticket. If a > ticket is created and no value is given for a particular CF, then the > OBJECTCUSTOMFIELDVALUES record is NOT created. If, at a later date/time, a > user with that privilege goes into the ticket and enters a value for that > CF, then the OBJECTCUSTOMFIELDVALUES record is created. The > OBJECTCUSTOMFIELDVALUES table record has a key (OBJECTID) to each ticket it > is holding values for. I hope this helps. > So if I'm reading this right (and I may not be), you're saying that one should be able to set the custom field values for a new ticket without ModifyCustomField. That is what I would expect, but it does not seem to be the case. It's not possible to set custom field values on ticket creation (via REST, in 3.8) without that right. Both the CLI and RT::Client:REST fail to set the fields without this right. -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From jhunter at telwestservices.com Thu Aug 21 16:32:34 2008 From: jhunter at telwestservices.com (Joshua Hunter) Date: Thu, 21 Aug 2008 15:32:34 -0500 Subject: [rt-users] Upgrade to 3.8.1 Out of Memory Errors In-Reply-To: References: Message-ID: <9F285BFE1D7757499D9FF095B4EE347D0314900F@tw-xchange01.TWC.local> Paul, For my part I can tell you that it was in fact an upgrade and not a clean install. I'm not sure about what kind of system resources I was using prior as I'd never had any qualms with the performance. I am the only user of the web interface and only receive 5-10 tickets or so per day. Clearing the sessions table immediately restores my access ... for a little while. Joshua Hunter Message: 5 Date: Thu, 21 Aug 2008 12:49:42 -0700 (PDT) From: Paul Hirose Subject: Re: [rt-users] Upgrade to 3.8.1 Out of Memory Errors To: rt-users at lists.bestpractical.com Message-ID: Content-Type: TEXT/PLAIN; charset=US-ASCII Earlier in this thread, it was mentioned in passing that a clean install of 3.8.1 is fine, implying this problem only affects upgrades. Is this so? If I can afford to do a clean install rather than an upgrade from 380, do I then not have to make this change to LONGBLOB type? Does 381 already use LONGBLOB or is there something else occuring (or not occuring) during the update process? Is LONGBLOB'ing the a_session field going to be the recommended method, or maybe even become part of the official update process when moving say to 3.8.2? I've not yet noticed this problem on our system, but ours is very very small. We have less than a dozen people using the web interface. All our ticket creators only know how to email our helpdesk@ address and we don't tell them about the actual website, keeping the website itself strictly for internal support staff. And I'm guessing this issue is related more to the number of sessions on the website, than the total number of tickets in the RT database. For those of you who have run into this issue, any idea how close you used to be to maximum memory usage before updating to 381? Was it just "I was close at 380 and 381 just tipped me over" scenario? Or was your system only using up say 50% memory and going to 381 more than doubled your memory footprint? Thank you, PH From KFCrocker at lbl.gov Thu Aug 21 17:01:21 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 21 Aug 2008 14:01:21 -0700 Subject: [rt-users] ACLs to create tickets with custom fields In-Reply-To: References: <48ADA4EB.3060503@lbl.gov> Message-ID: <48ADD7A1.1000004@lbl.gov> Jarred, Not exactly. Let me see if I can walk thru a sequence of events and maybe that will help. Trust me, it wasn't easy for me to understand at first either. 1. Queue 'X' is created. 2. Queue 'Y' is created. 3. Group 'X-Support' is created. 4. Group 'Y-Support' is created. 5. Group 'Z-Admin' is created. 6. Group 'X-Support' granted rights to see/modify all tickets in Queue 'X' only. 7. Group 'Y-Support' is also granted rights to see/modify all tickets in Queue 'X' and Queue 'Y'. 8. Group 'Z-Admin' is granted 'SuperUser' rights to all tickets in Queue 'X' and Queue 'Y'. 'Z-Admin' is also granted "AdminCustomFields" rights globally. 9. CF "Work-Category" created by Z-Admin. No other group can do that because no one else has the "AdminCustomFields" rights. 10. Z-Admin adds values that can be selected for CF "Work-Category". No other group can do that because no one else has the "AdminCustomFields" rights. 11. X-Support is granted "ModifyCustomField" right for CF "Work-=Category". 12. Y-Support is granted "SeeCustomField" right for CF "Work-=Category". 13. CF "Work-Category" is applied to Queue 'X'. 14. Ticket created in Queue X. Value for CF "Work-Category" selected. 15. Groups X-Support and Y-Support can SEE the ticket AND the value in CF "Work-Category". 16 .Group X-Support can modify the regular ticket fields AND change that value in the CF "Work-Category". 17. Group Y-Support can modify the regular ticket fields BUT CANNOT change the value in the CF "Work-Category" (of that ticket) because they do NOT have "ModifyCustomField" granted for that Custom Field. 18. Ticket is created in Queue Y. No value for CF "Work-Category" selected (not applied to queue). 19. Ticket is moved from Queue X to Queue Y. 20. Group Y-Support can modify the regular ticket fields BUT CANNOT change the value in the CF "Work-Category" (of that ticket) because the CF has not yet been applied to Queue Y. 21. Same ticket is moved back to Queue X. 22. Same situation as numbers 15, 16, & 17. The CF "work-Category" does NOT need to be re-applied or re-created for the ticket. It was always there in the DataBase even when the ticket was moved. Custom Fields are treated as a separate entity/object in RT. Permission to a queue/ticket do NOT mean you have permission to the CF. Permissions for a ticket are granted thru ACLs that are granted to groups and roles to a queue. Permission to "ModifyTicket" does NOT give you the ability to "ModifyCustomField". That right is granted thru separate ACLs to the CF to a group(s). I didn't mention granting rights to users individually because that is just a real bad maintenance nightmare and shouldn't be considered unless you only have a few users in the system. Does any of this makes sense? I hope it helps. Kenn LBNL On 8/21/2008 10:31 AM, Jerrad Pierce wrote: > > > On Thu, Aug 21, 2008 at 13:24, Kenneth Crocker > wrote: > > Jerrad, > > > Actually, the "ModifyCustomField" privilege doesn't have > anything to do with creating tickets. When a ticket is created, an > OBJECTCUSTOMFIELDVALUES table record (where the value of the CF for > that ticket is held) is created automatically for that ticket for > each custom field applied to the queue the ticket resides in, > provided that there is a value for that custom field for that > ticket. The "ModifyCustomField" privilege allows a user to put a > value into that CF for that ticket. If a ticket is created and no > value is given for a particular CF, then the OBJECTCUSTOMFIELDVALUES > record is NOT created. If, at a later date/time, a user with that > privilege goes into the ticket and enters a value for that CF, then > the OBJECTCUSTOMFIELDVALUES record is created. The > OBJECTCUSTOMFIELDVALUES table record has a key (OBJECTID) to each > ticket it is holding values for. I hope this helps. > > So if I'm reading this right (and I may not be), you're saying that one > should be able to set > the custom field values for a new ticket without ModifyCustomField. That > is what I would > expect, but it does not seem to be the case. It's not possible to set > custom field values on > ticket creation (via REST, in 3.8) without that right. Both the CLI and > RT::Client:REST fail to > set the fields without this right. > > -- > Cambridge Energy Alliance: Save money & the planet From jpierce at cambridgeenergyalliance.org Thu Aug 21 17:28:18 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 21 Aug 2008 17:28:18 -0400 Subject: [rt-users] ACLs to create tickets with custom fields In-Reply-To: <48ADD7A1.1000004@lbl.gov> References: <48ADA4EB.3060503@lbl.gov> <48ADD7A1.1000004@lbl.gov> Message-ID: This all make sense but it still doesn't seem to actually answer my question, which is all about your step 14. Because setting custom fields can happen at ticket *creation*, it's not obvious to me that one should need a right called *modify*, but this appears to be the case, and what I was trying to verify. Perhaps if there were clearer documentation of what the rights actually mean (not even present in 'Essentials') such a difference in interpretation might not occur. Regardless, I have added a note to the wiki to try and help clarify this for anyone else stung by this in the future: http://wiki.bestpractical.com/view/ModifyCustomField The prior wiki description " This right allows the user to associate existing custom field values with the custom field's objects, e.g. tickets, users, etc." presupposes knowledge of RT's schema. this read to me like "users with this right get to add previously defined CFs to objects" (Configuration>Global>Custom Fields>*); clearly not something you want to grant to lowlier users, and so I had not. Whereas I imagine it's supposed to mean "you get to set CF values for objects (which is done internally with some inter-table references.)" To further clarify, given the name ModifyCustomField, my interpretation of the right prior to discovering the wiki entry was that it meant only users with this right could alter the field *after it had been initially set on ticket creation.* -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.hathaway at prager.com Thu Aug 21 17:35:24 2008 From: aaron.hathaway at prager.com (Aaron Hathaway) Date: Thu, 21 Aug 2008 17:35:24 -0400 Subject: [rt-users] 3.8.1 corrupting attachments Message-ID: <3D182DDF3DA2424A9631C7A11AEA580B6F45F5@BE23.exg3.exghost.com> Is anyone else seeing problems with corrupted attachments in 3.8.x? >From what I can tell, 8-bit characters are getting stripped or altered in mime attachments, corrupting the data. Attached are two PDFs, the original PDF (original.pdf) and the post-RT PDF (post-rt.pdf). The latter appears to be blank after RT receives it. I'm also seeing corruption of MS Office documents, so this may extend to all binary attachments. I'm happy to submit a bug report if others are experiencing this as well. Cheers, Aaron Hathaway -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: original.pdf Type: application/octet-stream Size: 1856 bytes Desc: original.pdf URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: post-rt.pdf Type: application/octet-stream Size: 1826 bytes Desc: post-rt.pdf URL: From HelmuthRamirez at compupay.com Thu Aug 21 17:50:39 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 21 Aug 2008 17:50:39 -0400 Subject: [rt-users] 3.8.1 corrupting attachments In-Reply-To: <3D182DDF3DA2424A9631C7A11AEA580B6F45F5@BE23.exg3.exghost.com> References: <3D182DDF3DA2424A9631C7A11AEA580B6F45F5@BE23.exg3.exghost.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D1CC@EXMIAMI01.compupay.com> Aaron, This happened to me when I didn't do the 4.0 to 4.1 MySQL update. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Hathaway Sent: Thursday, August 21, 2008 5:35 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] 3.8.1 corrupting attachments Is anyone else seeing problems with corrupted attachments in 3.8.x? >From what I can tell, 8-bit characters are getting stripped or altered in mime attachments, corrupting the data. Attached are two PDFs, the original PDF (original.pdf) and the post-RT PDF (post-rt.pdf). The latter appears to be blank after RT receives it. I'm also seeing corruption of MS Office documents, so this may extend to all binary attachments. I'm happy to submit a bug report if others are experiencing this as well. Cheers, Aaron Hathaway -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Thu Aug 21 18:09:03 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 21 Aug 2008 18:09:03 -0400 Subject: [rt-users] 3.8.1 corrupting attachments In-Reply-To: <3D182DDF3DA2424A9631C7A11AEA580B6F4603@BE23.exg3.exghost.com> References: <3D182DDF3DA2424A9631C7A11AEA580B6F45F5@BE23.exg3.exghost.com> <7314881427FC8A4081673E8CEEA792490B70D1CC@EXMIAMI01.compupay.com> <3D182DDF3DA2424A9631C7A11AEA580B6F4603@BE23.exg3.exghost.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D1CE@EXMIAMI01.compupay.com> Oh, then I don't have a good answer for you. Sorry L Maybe the list can provide some insight. From: Aaron Hathaway [mailto:aaron.hathaway at prager.com] Sent: Thursday, August 21, 2008 6:01 PM To: Helmuth Ramirez Subject: RE: [rt-users] 3.8.1 corrupting attachments I'm running MySQL 5.0.18, with the default latin1 character set-as I was with 3.6.x. --Aaron From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Thursday, August 21, 2008 2:51 PM To: Aaron Hathaway; rt-users at lists.bestpractical.com Subject: RE: [rt-users] 3.8.1 corrupting attachments Aaron, This happened to me when I didn't do the 4.0 to 4.1 MySQL update. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Hathaway Sent: Thursday, August 21, 2008 5:35 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] 3.8.1 corrupting attachments Is anyone else seeing problems with corrupted attachments in 3.8.x? >From what I can tell, 8-bit characters are getting stripped or altered in mime attachments, corrupting the data. Attached are two PDFs, the original PDF (original.pdf) and the post-RT PDF (post-rt.pdf). The latter appears to be blank after RT receives it. I'm also seeing corruption of MS Office documents, so this may extend to all binary attachments. I'm happy to submit a bug report if others are experiencing this as well. Cheers, Aaron Hathaway -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.hathaway at prager.com Thu Aug 21 18:02:11 2008 From: aaron.hathaway at prager.com (Aaron Hathaway) Date: Thu, 21 Aug 2008 18:02:11 -0400 Subject: [rt-users] 3.8.1 corrupting attachments In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D1CC@EXMIAMI01.compupay.com> References: <3D182DDF3DA2424A9631C7A11AEA580B6F45F5@BE23.exg3.exghost.com> <7314881427FC8A4081673E8CEEA792490B70D1CC@EXMIAMI01.compupay.com> Message-ID: <3D182DDF3DA2424A9631C7A11AEA580B6F4604@BE23.exg3.exghost.com> I'm running MySQL 5.0.18, with the default latin1 character set-as I was with 3.6.x. --Aaron From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Thursday, August 21, 2008 2:51 PM To: Aaron Hathaway; rt-users at lists.bestpractical.com Subject: RE: [rt-users] 3.8.1 corrupting attachments Aaron, This happened to me when I didn't do the 4.0 to 4.1 MySQL update. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Hathaway Sent: Thursday, August 21, 2008 5:35 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] 3.8.1 corrupting attachments Is anyone else seeing problems with corrupted attachments in 3.8.x? >From what I can tell, 8-bit characters are getting stripped or altered in mime attachments, corrupting the data. Attached are two PDFs, the original PDF (original.pdf) and the post-RT PDF (post-rt.pdf). The latter appears to be blank after RT receives it. I'm also seeing corruption of MS Office documents, so this may extend to all binary attachments. I'm happy to submit a bug report if others are experiencing this as well. Cheers, Aaron Hathaway -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Thu Aug 21 18:19:05 2008 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Thu, 21 Aug 2008 17:19:05 -0500 Subject: [rt-users] 3.8.1 corrupting attachments In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D1CE@EXMIAMI01.compupay.com> Message-ID: Perhaps the script itself is poorly named, but the instructions state that the 4.0 mysql upgrade script must be run if you are upgrading as it changes the DB schema. It's not a script only for those running 4.x.x versions of mysql, it's for everyone that's upgrading. James Moseley "Helmuth Ramirez" To Sent by: "Aaron Hathaway" rt-users-bounces@ lists.bestpractic cc al.com rt-users at lists.bestpractical.com Subject Re: [rt-users] 3.8.1 corrupting 08/21/2008 05:09 attachments PM Oh, then I don?t have a good answer for you. Sorry L Maybe the list can provide some insight. From: Aaron Hathaway [mailto:aaron.hathaway at prager.com] Sent: Thursday, August 21, 2008 6:01 PM To: Helmuth Ramirez Subject: RE: [rt-users] 3.8.1 corrupting attachments I?m running MySQL 5.0.18, with the default latin1 character set?as I was with 3.6.x. --Aaron From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Thursday, August 21, 2008 2:51 PM To: Aaron Hathaway; rt-users at lists.bestpractical.com Subject: RE: [rt-users] 3.8.1 corrupting attachments Aaron, This happened to me when I didn?t do the 4.0 to 4.1 MySQL update. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Hathaway Sent: Thursday, August 21, 2008 5:35 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] 3.8.1 corrupting attachments Is anyone else seeing problems with corrupted attachments in 3.8.x? From what I can tell, 8-bit characters are getting stripped or altered in mime attachments, corrupting the data. Attached are two PDFs, the original PDF (original.pdf) and the post-RT PDF (post-rt.pdf). The latter appears to be blank after RT receives it. I?m also seeing corruption of MS Office documents, so this may extend to all binary attachments. I?m happy to submit a bug report if others are experiencing this as well. Cheers, Aaron Hathaway_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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.ludwar at gmail.com Thu Aug 21 18:18:00 2008 From: andrew.ludwar at gmail.com (Andrew Ludwar) Date: Thu, 21 Aug 2008 16:18:00 -0600 Subject: [rt-users] Sendmail error piping to RT alias Message-ID: <445b131f0808211518w7e81fadeo450213e257e0cb52@mail.gmail.com> RT is up and running fine, working via SSL, and I can create tickets fine via the web GUI. However the problem lies in creating a ticket via email. I've exhausted the RT wiki, the mailing list archives, and a few other unix forums looking for an answer. I am using RT 3.6.7, running on Solaris 10. (SunOS HOSTNAME 5.10 Generic_127111-11 sun4u sparc SUNW,Sun-Fire-V215). I am using Apache 1.3.27. MySQL 5.0.51a, FastCGI 2.4.6, OpenSSL 0.9.7g, Sendmail v. 8.13.8, and Perl 5.8.4. I send mail via the command line: "sendmail -v General" (General is the name of an alias in /etc/mail/aliases, newaliases has been run also) # sendmail -v General Test Test Test . General... Connecting to [127.0.0.1] via relay... 220 vpd1tst1no ESMTP Sendmail 8.13.8+Sun/8.13.8; Thu, 21 Aug 2008 16:00:01 -0600 (MDT) >>> EHLO vpd1tst1no 250-vpd1tst1no Hello localhost [127.0.0.1], pleased to meet you 250-ENHANCEDSTATUSCODES 250-PIPELINING 250-EXPN 250-VERB 250-8BITMIME 250-SIZE 250-DSN 250-ETRN 250-DELIVERBY 250 HELP >>> VERB 250 2.0.0 Verbose mode >>> MAIL From: SIZE=15 250 2.1.0 ... Sender ok >>> RCPT To: >>> DATA 050 ... aliased to "|/usr/local/rt3/bin/rt-mailgate --queue General --action correspond --url https://localhost/" 250 2.1.5 ... Recipient ok 354 Enter mail, end with "." on a line by itself >>> . 050 "|/usr/local/rt3/bin/rt-mailgate --queue General --action correspond --url https://localhost/"... Connecting to prog... 250 2.0.0 m7LM01Am008272 Message accepted for delivery General... Sent (m7LM01Am008272 Message accepted for delivery) Closing connection to [127.0.0.1] >>> QUIT 221 2.0.0 vpd1tst1no closing connection and the mail doesn't get piped to RT. /var/adm/messages shows: Aug 21 14:26:16 vpd1tst1no sm-mta[8091]: [ID 801593 mail.info] m7LKQGhW008090: Warning: program /usr/lib/smrsh unsafe: No such file or directory Aug 21 14:26:16 vpd1tst1no last message repeated 1 time Aug 21 14:26:16 vpd1tst1no sm-mta[8091]: [ID 801593 mail.crit] m7LKQGhW008090: SYSERR(root): Cannot exec /usr/lib/smrsh : No such file or directory Aug 21 14:26:16 vpd1tst1no last message repeated 1 time Now I understand sendmail uses its restricted shell when an alias instructs it to pipe to a program. Sendmail is configured to use smrsh, and I have placed a symlink and/or copy of rt-mailgate in /var/adm/sm.bin....([ z a z z y b o b . c o m ] FEATURE(`smrsh', `/usr/lib/smrsh')dnl) which is sendmail's authorized programs directory. But still the above error occurs. I've reconfigured sendmail.cf to use /bin/bash and /sbin/sh instead of /usr/lib/smrsh instead, without success. Permissions on smrsh look okay as far as I know. I still get the same result...just now with the different shell reference: Aug 21 15:41:46 vpd1tst1no sm-mta[8214]: [ID 801593 mail.info] m7IHPmSJ005195: to="|/usr/local/rt3/bin/rt-mailgate --queue 'General' --action correspond --url https://localhost/", ctladdr= (1/0), delay=3+04:15:58, xdelay=00:00:00, mailer=prog, pri=14340349, dsn=4.0.0, stat=Operating system error Aug 21 15:41:46 vpd1tst1no last message repeated 1 time Aug 21 15:41:46 vpd1tst1no sm-mta[8238]: [ID 801593 mail.info] m7IHG1OT005170: Warning: program /sbin/sh unsafe: No such file or directory Aug 21 15:41:46 vpd1tst1no last message repeated 1 time Aug 21 15:41:46 vpd1tst1no sm-mta[8238]: [ID 801593 mail.crit] m7IHG1OT005170: SYSERR(root): Cannot exec /sbin/sh : No such file or directory Aug 21 15:41:46 vpd1tst1no last message repeated 1 time Aug 21 15:41:46 vpd1tst1no sm-mta[8214]: [ID 801593 mail.info] m7IHG1OT005170: to="|/usr/local/rt3/bin/rt-mailgate --queue 'General' --action correspond --url https://localhost/", ctladdr= (1/0), delay=3+04:25:45, xdelay=00:00:00, mailer=prog, pri=14430344, dsn=4.0.0, stat=Operating system error Aug 21 15:41:46 vpd1tst1no last message repeated 1 time Also, I removed all references and copies of rt-mailgate from the /var/adm/sm.bin dir, just to see if smrsh or sh actually makes it to the check of that dir, and it does not give me any errors relating to rejecting rt-mailgate because its not in the proper dir. (That error is usually: smrsh: /var/adm/sm.bin/rt-mailgate: not found) It seems it's an error before any of that happens. I've checked my $PATH to make sure it can find /bin/sh or /bin/bash (even though its pretty hard to miss those).... and I'm out of ideas. /etc/mail/aliases is configued as so: General: "|/usr/local/rt3/bin/rt-mailgate \ --queue General --action correspond \ --url https://localhost/" general-comment: "/usr/local/rt3/bin/rt-mailgate \ --queue general --action comment | --url https://localhost/" I am able to send mail locally via sendmail, but can't get it to pipe to RT properly. This may be a sendmail configuration problem, but I cannot tell for sure. All shells do infact exist in /sbin/sh, /bin/bash, /usr/lib/smrsh. Am I missing any system variables? Any ideas team? I'm absolutely stumped. Any feedback would be greatly appreciated. Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.hathaway at prager.com Thu Aug 21 18:27:16 2008 From: aaron.hathaway at prager.com (Aaron Hathaway) Date: Thu, 21 Aug 2008 18:27:16 -0400 Subject: [rt-users] 3.8.1 corrupting attachments In-Reply-To: References: <7314881427FC8A4081673E8CEEA792490B70D1CE@EXMIAMI01.compupay.com> Message-ID: <3D182DDF3DA2424A9631C7A11AEA580B6F4611@BE23.exg3.exghost.com> James, Thanks for that tip--I missed that initially. However, even after running that script against my DB, I'm still seeing the same attachment corruption. Regards, Aaron Hathaway -----Original Message----- From: jmoseley at corp.xanadoo.com [mailto:jmoseley at corp.xanadoo.com] Sent: Thursday, August 21, 2008 3:19 PM To: Helmuth Ramirez Cc: Aaron Hathaway; rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com Subject: Re: [rt-users] 3.8.1 corrupting attachments Perhaps the script itself is poorly named, but the instructions state that the 4.0 mysql upgrade script must be run if you are upgrading as it changes the DB schema. It's not a script only for those running 4.x.x versions of mysql, it's for everyone that's upgrading. James Moseley "Helmuth Ramirez" To Sent by: "Aaron Hathaway" rt-users-bounces@ lists.bestpractic cc al.com rt-users at lists.bestpractical.com Subject Re: [rt-users] 3.8.1 corrupting 08/21/2008 05:09 attachments PM Oh, then I don?t have a good answer for you. Sorry L Maybe the list can provide some insight. From: Aaron Hathaway [mailto:aaron.hathaway at prager.com] Sent: Thursday, August 21, 2008 6:01 PM To: Helmuth Ramirez Subject: RE: [rt-users] 3.8.1 corrupting attachments I?m running MySQL 5.0.18, with the default latin1 character set?as I was with 3.6.x. --Aaron From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Thursday, August 21, 2008 2:51 PM To: Aaron Hathaway; rt-users at lists.bestpractical.com Subject: RE: [rt-users] 3.8.1 corrupting attachments Aaron, This happened to me when I didn?t do the 4.0 to 4.1 MySQL update. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Hathaway Sent: Thursday, August 21, 2008 5:35 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] 3.8.1 corrupting attachments Is anyone else seeing problems with corrupted attachments in 3.8.x? From what I can tell, 8-bit characters are getting stripped or altered in mime attachments, corrupting the data. Attached are two PDFs, the original PDF (original.pdf) and the post-RT PDF (post-rt.pdf). The latter appears to be blank after RT receives it. I?m also seeing corruption of MS Office documents, so this may extend to all binary attachments. I?m happy to submit a bug report if others are experiencing this as well. Cheers, Aaron Hathaway_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From HelmuthRamirez at compupay.com Thu Aug 21 18:32:26 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 21 Aug 2008 18:32:26 -0400 Subject: [rt-users] 3.8.1 corrupting attachments Message-ID: <7314881427FC8A4081673E8CEEA792490B70D1CF@EXMIAMI01.compupay.com> Did you upgrade the db to 3.8.0, run the script, then update to 3.8.1? ----- Original Message ----- From: rt-users-bounces at lists.bestpractical.com To: jmoseley at corp.xanadoo.com Cc: rt-users at lists.bestpractical.com Sent: Thu Aug 21 17:27:16 2008 Subject: Re: [rt-users] 3.8.1 corrupting attachments James, Thanks for that tip--I missed that initially. However, even after running that script against my DB, I'm still seeing the same attachment corruption. Regards, Aaron Hathaway -----Original Message----- From: jmoseley at corp.xanadoo.com [mailto:jmoseley at corp.xanadoo.com] Sent: Thursday, August 21, 2008 3:19 PM To: Helmuth Ramirez Cc: Aaron Hathaway; rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com Subject: Re: [rt-users] 3.8.1 corrupting attachments Perhaps the script itself is poorly named, but the instructions state that the 4.0 mysql upgrade script must be run if you are upgrading as it changes the DB schema. It's not a script only for those running 4.x.x versions of mysql, it's for everyone that's upgrading. James Moseley "Helmuth Ramirez" To Sent by: "Aaron Hathaway" rt-users-bounces@ lists.bestpractic cc al.com rt-users at lists.bestpractical.com Subject Re: [rt-users] 3.8.1 corrupting 08/21/2008 05:09 attachments PM Oh, then I don?t have a good answer for you. Sorry L Maybe the list can provide some insight. From: Aaron Hathaway [mailto:aaron.hathaway at prager.com] Sent: Thursday, August 21, 2008 6:01 PM To: Helmuth Ramirez Subject: RE: [rt-users] 3.8.1 corrupting attachments I?m running MySQL 5.0.18, with the default latin1 character set?as I was with 3.6.x. --Aaron From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Thursday, August 21, 2008 2:51 PM To: Aaron Hathaway; rt-users at lists.bestpractical.com Subject: RE: [rt-users] 3.8.1 corrupting attachments Aaron, This happened to me when I didn?t do the 4.0 to 4.1 MySQL update. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Hathaway Sent: Thursday, August 21, 2008 5:35 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] 3.8.1 corrupting attachments Is anyone else seeing problems with corrupted attachments in 3.8.x? From what I can tell, 8-bit characters are getting stripped or altered in mime attachments, corrupting the data. Attached are two PDFs, the original PDF (original.pdf) and the post-RT PDF (post-rt.pdf). The latter appears to be blank after RT receives it. I?m also seeing corruption of MS Office documents, so this may extend to all binary attachments. I?m happy to submit a bug report if others are experiencing this as well. Cheers, Aaron Hathaway_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Thu Aug 21 18:56:34 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 21 Aug 2008 15:56:34 -0700 Subject: [rt-users] ACLs to create tickets with custom fields In-Reply-To: References: <48ADA4EB.3060503@lbl.gov> <48ADD7A1.1000004@lbl.gov> Message-ID: <48ADF2A2.5070203@lbl.gov> Jerrad, I am attaching a document we use for teaching our Queue Admins what the privileges mean for our installation. Kenn LBNL On 8/21/2008 2:28 PM, Jerrad Pierce wrote: > This all make sense but it still doesn't seem to actually answer my > question, which is all about your step 14. Because setting custom fields > can happen at ticket *creation*, it's not > obvious to me that one should need a right called *modify*, but this > appears to be the case, > and what I was trying to verify. Perhaps if there were clearer > documentation of what the rights > actually mean (not even present in 'Essentials') such a difference in > interpretation might not > occur. Regardless, I have added a note to the wiki to try and help > clarify this for anyone else > stung by this in the future: > http://wiki.bestpractical.com/view/ModifyCustomField > > The prior wiki description " This right allows the user to associate > existing custom field > values with the custom field's objects, e.g. tickets, users, etc." > presupposes knowledge > of RT's schema. this read to me like "users with this right get to add > previously defined > CFs to objects" (Configuration>Global>Custom Fields>*); clearly not > something you want > to grant to lowlier users, and so I had not. Whereas I imagine it's > supposed to mean "you > get to set CF values for objects (which is done internally with some > inter-table references.)" > > To further clarify, given the name ModifyCustomField, my interpretation > of the right > prior to discovering the wiki entry was that it meant only users with > this right could alter > the field *after it had been initially set on ticket creation.* > > -- > Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- A non-text attachment was scrubbed... Name: RT Rights.doc Type: application/msword Size: 57344 bytes Desc: not available URL: From aaron.hathaway at prager.com Thu Aug 21 19:38:23 2008 From: aaron.hathaway at prager.com (Aaron Hathaway) Date: Thu, 21 Aug 2008 19:38:23 -0400 Subject: [rt-users] 3.8.1 corrupting attachments In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D1CF@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490B70D1CF@EXMIAMI01.compupay.com> Message-ID: <3D182DDF3DA2424A9631C7A11AEA580B6F4616@BE23.exg3.exghost.com> Helmuth, I ran the script after updating from 3.8.0 to 3.8.1. Would that make a difference? Thanks, Aaron From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Thursday, August 21, 2008 3:32 PM To: Aaron Hathaway; jmoseley at corp.xanadoo.com Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] 3.8.1 corrupting attachments Did you upgrade the db to 3.8.0, run the script, then update to 3.8.1? ----- Original Message ----- From: rt-users-bounces at lists.bestpractical.com To: jmoseley at corp.xanadoo.com Cc: rt-users at lists.bestpractical.com Sent: Thu Aug 21 17:27:16 2008 Subject: Re: [rt-users] 3.8.1 corrupting attachments James, Thanks for that tip--I missed that initially. However, even after running that script against my DB, I'm still seeing the same attachment corruption. Regards, Aaron Hathaway -----Original Message----- From: jmoseley at corp.xanadoo.com [mailto:jmoseley at corp.xanadoo.com] Sent: Thursday, August 21, 2008 3:19 PM To: Helmuth Ramirez Cc: Aaron Hathaway; rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com Subject: Re: [rt-users] 3.8.1 corrupting attachments Perhaps the script itself is poorly named, but the instructions state that the 4.0 mysql upgrade script must be run if you are upgrading as it changes the DB schema. It's not a script only for those running 4.x.x versions of mysql, it's for everyone that's upgrading. James Moseley "Helmuth Ramirez" To Sent by: "Aaron Hathaway" rt-users-bounces@ lists.bestpractic cc al.com rt-users at lists.bestpractical.com Subject Re: [rt-users] 3.8.1 corrupting 08/21/2008 05:09 attachments PM Oh, then I don?t have a good answer for you. Sorry L Maybe the list can provide some insight. From: Aaron Hathaway [mailto:aaron.hathaway at prager.com] Sent: Thursday, August 21, 2008 6:01 PM To: Helmuth Ramirez Subject: RE: [rt-users] 3.8.1 corrupting attachments I?m running MySQL 5.0.18, with the default latin1 character set?as I was with 3.6.x. --Aaron From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Thursday, August 21, 2008 2:51 PM To: Aaron Hathaway; rt-users at lists.bestpractical.com Subject: RE: [rt-users] 3.8.1 corrupting attachments Aaron, This happened to me when I didn?t do the 4.0 to 4.1 MySQL update. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Hathaway Sent: Thursday, August 21, 2008 5:35 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] 3.8.1 corrupting attachments Is anyone else seeing problems with corrupted attachments in 3.8.x? From what I can tell, 8-bit characters are getting stripped or altered in mime attachments, corrupting the data. Attached are two PDFs, the original PDF (original.pdf) and the post-RT PDF (post-rt.pdf). The latter appears to be blank after RT receives it. I?m also seeing corruption of MS Office documents, so this may extend to all binary attachments. I?m happy to submit a bug report if others are experiencing this as well. Cheers, Aaron Hathaway_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From sits at nuix.com Thu Aug 21 19:40:56 2008 From: sits at nuix.com (David Sitsky) Date: Fri, 22 Aug 2008 09:40:56 +1000 Subject: [rt-users] Forking a ticket Message-ID: <48ADFD08.3050306@nuix.com> I am sure this is an FAQ, but I couldn't find an answer for it. I find people often use an existing ticket to describe a brand new issue. I'd love to be able to take this new correspondence within an existing ticket, and move it into a brand new ticket. Is this possible? -- Cheers, David Nuix Pty Ltd Suite 79, 89 Jones St, Ultimo NSW 2007, Australia Ph: +61 2 9280 0699 Web: http://www.nuix.com Fax: +61 2 9212 6902 From HelmuthRamirez at compupay.com Thu Aug 21 20:08:57 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 21 Aug 2008 20:08:57 -0400 Subject: [rt-users] 3.8.1 corrupting attachments References: <7314881427FC8A4081673E8CEEA792490B70D1CF@EXMIAMI01.compupay.com> <3D182DDF3DA2424A9631C7A11AEA580B6F4616@BE23.exg3.exghost.com> Message-ID: <7314881427FC8A4081673E8CEEA792490D61DFD2@EXMIAMI01.compupay.com> The document says to not upgrade the db to 3.8.1 (stop at 3.8.0) before running the script. I think that may be a factor. If its in the document I'm sure there's a good reason. You can give that a shot. -----Original Message----- From: Aaron Hathaway [mailto:aaron.hathaway at prager.com] Sent: Thu 8/21/2008 7:38 PM To: Helmuth Ramirez; jmoseley at corp.xanadoo.com Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] 3.8.1 corrupting attachments Helmuth, I ran the script after updating from 3.8.0 to 3.8.1. Would that make a difference? Thanks, Aaron From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Thursday, August 21, 2008 3:32 PM To: Aaron Hathaway; jmoseley at corp.xanadoo.com Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] 3.8.1 corrupting attachments Did you upgrade the db to 3.8.0, run the script, then update to 3.8.1? ----- Original Message ----- From: rt-users-bounces at lists.bestpractical.com To: jmoseley at corp.xanadoo.com Cc: rt-users at lists.bestpractical.com Sent: Thu Aug 21 17:27:16 2008 Subject: Re: [rt-users] 3.8.1 corrupting attachments James, Thanks for that tip--I missed that initially. However, even after running that script against my DB, I'm still seeing the same attachment corruption. Regards, Aaron Hathaway -----Original Message----- From: jmoseley at corp.xanadoo.com [mailto:jmoseley at corp.xanadoo.com] Sent: Thursday, August 21, 2008 3:19 PM To: Helmuth Ramirez Cc: Aaron Hathaway; rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com Subject: Re: [rt-users] 3.8.1 corrupting attachments Perhaps the script itself is poorly named, but the instructions state that the 4.0 mysql upgrade script must be run if you are upgrading as it changes the DB schema. It's not a script only for those running 4.x.x versions of mysql, it's for everyone that's upgrading. James Moseley "Helmuth Ramirez" To Sent by: "Aaron Hathaway" rt-users-bounces@ lists.bestpractic cc al.com rt-users at lists.bestpractical.com Subject Re: [rt-users] 3.8.1 corrupting 08/21/2008 05:09 attachments PM Oh, then I don't have a good answer for you. Sorry L Maybe the list can provide some insight. From: Aaron Hathaway [mailto:aaron.hathaway at prager.com] Sent: Thursday, August 21, 2008 6:01 PM To: Helmuth Ramirez Subject: RE: [rt-users] 3.8.1 corrupting attachments I'm running MySQL 5.0.18, with the default latin1 character set-as I was with 3.6.x. --Aaron From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Thursday, August 21, 2008 2:51 PM To: Aaron Hathaway; rt-users at lists.bestpractical.com Subject: RE: [rt-users] 3.8.1 corrupting attachments Aaron, This happened to me when I didn't do the 4.0 to 4.1 MySQL update. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Hathaway Sent: Thursday, August 21, 2008 5:35 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] 3.8.1 corrupting attachments Is anyone else seeing problems with corrupted attachments in 3.8.x? From what I can tell, 8-bit characters are getting stripped or altered in mime attachments, corrupting the data. Attached are two PDFs, the original PDF (original.pdf) and the post-RT PDF (post-rt.pdf). The latter appears to be blank after RT receives it. I'm also seeing corruption of MS Office documents, so this may extend to all binary attachments. I'm happy to submit a bug report if others are experiencing this as well. Cheers, Aaron Hathaway_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Thu Aug 21 21:38:01 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 21 Aug 2008 21:38:01 -0400 Subject: [rt-users] Forking a ticket In-Reply-To: <48ADFD08.3050306@nuix.com> References: <48ADFD08.3050306@nuix.com> Message-ID: List archives turn up these relevant threads: http://www.gossamer-threads.com/lists/rt/users/13402?search_string=fork http://www.gossamer-threads.com/lists/rt/users/16845 http://page.mi.fu-berlin.de/pape/rt3screenshots/ -- Cambridge Energy Alliance: Save money & the planet -------------- next part -------------- An HTML attachment was scrubbed... URL: From grahamb at sfu.ca Fri Aug 22 01:36:02 2008 From: grahamb at sfu.ca (Graham Ballantyne) Date: Thu, 21 Aug 2008 22:36:02 -0700 Subject: [rt-users] Creating users using CLI: assigning to a group? Message-ID: I'm working on a script to create users in RT based on a list of usernames. I need to add these users to an RT group upon creation. I can do it by doing an INSERT into the GroupMembers table, but I'm wondering if there's a more official and elegant way? -- Graham Ballantyne grahamb at sfu.ca Institutional, Collaborative & Academic Technologies IT Services Simon Fraser University Burnaby, BC V5A 1S6 p: 778-782-2014 www.sfu.ca/icat From ruz at bestpractical.com Fri Aug 22 02:39:24 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 22 Aug 2008 10:39:24 +0400 Subject: [rt-users] RT 3.8.x Translation - Question for German Users In-Reply-To: <2100343CC6E60840AE5A814BA8A09CE005785EC3@jetex001.int.cancom.de> References: <16426EA38D57E74CB1DE5A6AE1DB0394016D095C@w3hamboex11.ger.win.int.kn> <87k5ea50om.fsf@sophie-scholl.freifunk.kurzegasse.de> <48AD1B71.70402@science-computing.de> <2100343CC6E60840AE5A814BA8A09CE005785EC3@jetex001.int.cancom.de> Message-ID: <589c94400808212339q7c6a154bl7d5de42f26e1de21@mail.gmail.com> On Thu, Aug 21, 2008 at 12:14 PM, Nehmer Torben wrote: > Hi there, > >>>> Dashboard, Queue and Ticket. Should it be translated or should it be >>>> like it is? >> >> My experience is that it makes it easier not to translate Queue and >> Ticket. I myself find it very confusing to explain anything to my >> RT-Users about Stapel and not Queue. So, at least stay with Queue and >> Ticket. Since I don't know what the Dashboard in RT is, just leave it... > > What I would find *most* useful in the translation is keeping the Rights in their original English value. It is an administrative nightmare trying to manipulate rights in the German translation. > > For example, "Take Ticket" and "Steal Ticket" are indistinguishable in the German translation (both "Ticket ?bernehmen") and the sorting of the right fields is based on the English locale. Sorting by English variant is a bug and it's a nightmare for all translations. I've created a bug report (http://rt3.fsck.com/Ticket/Display.html?id=12343), if somebody provide us a patch that would be great, shouldn't be hard. > > As for things like "Queue" or "Dashboard" I would find a *sensible* translation quite useful. The general 3.6 translation is not bad in that part, except that it has still a few errors. "[time] left" is translated as the direction left (as in move to the left) instead of its original temporal meaning. But these are a few minor concerns. > > As for Dashboard I'd recommend something like "Arbeitspl?tze" or "?bersichten" (note the plural). The literal translation ("Armaturenbrett / Instrumententafel") of dashboard is not ideal. The words are only used in the context of real dashboards (as in a car or an airplane). In russian translation we used "information panel" as the most close description of Dashboards. > > In total I find a sensible translation very helpful to the non-English speakers I am working here. The important part is that it needs to be sensible, and not just passing everything through an translation. The original translator definitely did not check his translation in the web site. > > Naturally, any translation will both increase the bulk of the UI and introduce a bit of ambiguity. One cannot avoid this when translating, you can just try to minimize it. > > The problem mentioned here is true for the technically adept. Those people (like myself, to be true) who prefer the original compact English UI. But this holds true only for the real IT power users. They can always keep the English UI active. > > The more average people you have, the less their English skills are, the more problems you introduce by keeping the UI partly English. It is very important for them to have a clear translated UI. Only very domain specific phrases should be kept in English. Something like "Queue" with its real IT meaning isn't well known. Most people, when reading it, will rather think of a Billard Queue. > > The same holds true for "Dashboard". Go out and ask a couple of Users what they would expect of a menu item called like that in a ticket system. Then ask then what they would expect from "Arbeitspl?tze" or "?bersichten" instead. > > Unfortunalety, I have no idea how to update the translations. Also I don't know if the German translation is still maintained. If not, I might actually volunteer to help a bit here, if I can get some advise how the string tables are updated. No string tables, it's just a file lib/RT/I18N/de.po and `make regenerate-catalogs` make target you can use to fresh all files with new strings from the source. > > Yours, > Torben Nehmer -- Best regards, Ruslan. From ruz at bestpractical.com Fri Aug 22 02:44:48 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 22 Aug 2008 10:44:48 +0400 Subject: [rt-users] 3.8.1 corrupting attachments In-Reply-To: <3D182DDF3DA2424A9631C7A11AEA580B6F4616@BE23.exg3.exghost.com> References: <7314881427FC8A4081673E8CEEA792490B70D1CF@EXMIAMI01.compupay.com> <3D182DDF3DA2424A9631C7A11AEA580B6F4616@BE23.exg3.exghost.com> Message-ID: <589c94400808212344n262fed9q40583f0e087af145@mail.gmail.com> Shouldn't at this point, but there is a chance that later we'll have an upgrade for some 3.8.x version that wouldn't work correct if your DB is not changed using the script. Could you please send us output of "SHOW CREATE TABLE Attachments;" SQL command? On Fri, Aug 22, 2008 at 3:38 AM, Aaron Hathaway wrote: > Helmuth, > > > > I ran the script after updating from 3.8.0 to 3.8.1. Would that make a > difference? > > > > Thanks, > > Aaron > > > > From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] > Sent: Thursday, August 21, 2008 3:32 PM > To: Aaron Hathaway; jmoseley at corp.xanadoo.com > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] 3.8.1 corrupting attachments > > > > Did you upgrade the db to 3.8.0, run the script, then update to 3.8.1? > > > ----- Original Message ----- > From: rt-users-bounces at lists.bestpractical.com > > To: jmoseley at corp.xanadoo.com > Cc: rt-users at lists.bestpractical.com > Sent: Thu Aug 21 17:27:16 2008 > Subject: Re: [rt-users] 3.8.1 corrupting attachments > > James, > > Thanks for that tip--I missed that initially. However, even after running > that script against my DB, I'm still seeing the same attachment corruption. > > Regards, > Aaron Hathaway > > -----Original Message----- > From: jmoseley at corp.xanadoo.com [mailto:jmoseley at corp.xanadoo.com] > Sent: Thursday, August 21, 2008 3:19 PM > To: Helmuth Ramirez > Cc: Aaron Hathaway; rt-users at lists.bestpractical.com; > rt-users-bounces at lists.bestpractical.com > Subject: Re: [rt-users] 3.8.1 corrupting attachments > > Perhaps the script itself is poorly named, but the instructions state that > the 4.0 mysql upgrade script must be run if you are upgrading as it changes > the DB schema. > > It's not a script only for those running 4.x.x versions of mysql, it's for > everyone that's upgrading. > > > James Moseley > > > > > > "Helmuth Ramirez" > ompupay.com> To > Sent by: "Aaron Hathaway" > rt-users-bounces@ > lists.bestpractic cc > al.com rt-users at lists.bestpractical.com > Subject > Re: [rt-users] 3.8.1 corrupting > 08/21/2008 05:09 attachments > PM > > > > > > > > > > Oh, then I don't have a good answer for you. Sorry L Maybe the list can > provide some insight. > > From: Aaron Hathaway [mailto:aaron.hathaway at prager.com] > Sent: Thursday, August 21, 2008 6:01 PM > To: Helmuth Ramirez > Subject: RE: [rt-users] 3.8.1 corrupting attachments > > I'm running MySQL 5.0.18, with the default latin1 character set?as I was > with 3.6.x. > > --Aaron > > From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] > Sent: Thursday, August 21, 2008 2:51 PM > To: Aaron Hathaway; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] 3.8.1 corrupting attachments > > Aaron, > This happened to me when I didn't do the 4.0 to 4.1 MySQL update. > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron > Hathaway > Sent: Thursday, August 21, 2008 5:35 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] 3.8.1 corrupting attachments > > Is anyone else seeing problems with corrupted attachments in 3.8.x? > From what I can tell, 8-bit characters are getting stripped or > altered in mime attachments, corrupting the data. > > Attached are two PDFs, the original PDF (original.pdf) and the > post-RT PDF (post-rt.pdf). The latter appears to be blank after RT > receives it. I'm also seeing corruption of MS Office documents, so > this may extend to all binary attachments. > > I'm happy to submit a bug report if others are experiencing this as > well. > > Cheers, > > Aaron Hathaway_______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 > -- Best regards, Ruslan. From kschmitte at voiceobjects.com Fri Aug 22 03:13:04 2008 From: kschmitte at voiceobjects.com (kschmitte) Date: Fri, 22 Aug 2008 00:13:04 -0700 (PDT) Subject: [rt-users] Agent reply to customer - initiated by mail? Message-ID: <19069049.post@talk.nabble.com> Hello all, I searched the list archives (and the RT help/wiki), but was not successful so far. Maybe it is just to obvious? I want to replace an older ticketing solution - not very nice tool, but with an often needed feature: When an agent replys to a notification for a ticket, this reply is sent to the ticket requestor and added to the ticket as "agent answer" from the trouble ticket system. This feature is needed as our companys blackberry devices are not well capable of handling login tracking for SSL web pages (don't know why) and installing the Opera mini browser seems to be impossible (telco restriction). So the only helpful way is to do these things by mail... Does this work with RT? Which effort would I need to calculate to make it working? Thanks for any help / hint / ... regards, Kai Schmitte -- View this message in context: http://www.nabble.com/Agent-reply-to-customer---initiated-by-mail--tp19069049p19069049.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From torsten.brumm at Kuehne-Nagel.com Fri Aug 22 03:21:57 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 22 Aug 2008 09:21:57 +0200 Subject: [rt-users] RT 3.8.x Translation - Question for German Users In-Reply-To: <48AAD59A.2050703@desy.de> References: <16426EA38D57E74CB1DE5A6AE1DB0394016D095C@w3hamboex11.ger.win.int.kn> <48AAD59A.2050703@desy.de> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394016D134E@w3hamboex11.ger.win.int.kn> Hi Bj?rn, I think i will go the way to NOT translate all the things. As i read from all the answers it makes no sense, some "denglisch" wordings are ok. OK, i'm nearly finished with the translation (with the new updates from Emmanuel). Ticket = Ticket Dashboard = Dashboard Queue = Queue For the Rights Translations i agree with Andreas, Violetta and Torben that i makes no sense to translate, Torben is right, this is a nightmare if you are at the admin panel. Btw. Administration: I'm thinking about NOT to translate the whole Admin Part, because like Andreas said, ist confusing more if you work together with the book or the wiki and you have all the time to translate back from german to english and i think, someone who will administrate rt should know a little about english... OK, actual Status: i will sent to BPS the whole translation (including admin and installation) but offer also at my homepage some different versions and try to keep them up2date. 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 -----Urspr?ngliche Nachricht----- >Von: Bjoern Schulz [mailto:bjoern.schulz at desy.de] >Gesendet: Dienstag, 19. August 2008 16:16 >An: Ham MI-ID, Torsten Brumm >Betreff: Re: [rt-users] RT 3.8.x Translation - Question for German Users >Hallo Torsten, >ich hab mal bei meinen "deitschen" Nuztern nachgefragt. >Dashboard w?rden wir lassen >Queue als Bereich ?bersetzen w?re okay >Und Ticket sollte Ticket bleiben. >Beste Gr?sse vom DESY in HH, > Bj?rn Ham MI-ID, Torsten Brumm wrote: > Hi Together, > i'm just finished with the translation for the actual rt 3.8.x. I have a "global" question for all german users regarding some wordings. > > What do you think about translation for special words like: > > Dashboard, Queue and Ticket. Should it be translated or should it be like it is? > > Comments are welcome. > > Torsten From ruz at bestpractical.com Fri Aug 22 04:03:23 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 22 Aug 2008 12:03:23 +0400 Subject: [rt-users] Agent reply to customer - initiated by mail? In-Reply-To: <19069049.post@talk.nabble.com> References: <19069049.post@talk.nabble.com> Message-ID: <589c94400808220103w1cceabb5pb50b02fc27f2c61a@mail.gmail.com> On Fri, Aug 22, 2008 at 11:13 AM, kschmitte wrote: > > Hello all, > > I searched the list archives (and the RT help/wiki), but was not successful > so far. > Maybe it is just to obvious? > > > I want to replace an older ticketing solution - not very nice tool, but with > an often needed feature: > When an agent replys to a notification for a ticket, this reply is sent to > the ticket requestor and added to the ticket as "agent answer" from the > trouble ticket system. > > This feature is needed as our companys blackberry devices are not well > capable of handling login tracking for SSL web pages (don't know why) and > installing the Opera mini browser seems to be impossible (telco > restriction). > So the only helpful way is to do these things by mail... > > Does this work with RT? Which effort would I need to calculate to make it > working? Yes, it works. People can use email to reply to a ticket, but only when they get some notification from RT or know ticket id. Notifications are configurable and you can implement various solutions: 1) When ticket is created you notify a group of people (your team) with a template, in the template you can insert content of the original request. In this case all people who receive such a message can hit reply and write a message, however as they are all notified you can end up with situations when multiple people reply to the same request. Also, in RT all tickets have an owner, usually this is person who is working on the ticket. Without using this field you have to grant all staffs with right to reply to tickets and you loose track of who is working on this or that ticket. To avoid such problems you can use another solution described below. 2) When ticket is created, you set up an owner using a scrip with some algorithm. On the wiki you can find examples of some scrips that set owner of a ticket automatically. Then you set another scrip "On Owner set notify owner with template X". In this situation you can grant 'ReplyToTicket' right to owners only, so other people should take ownership over unowned tickets or steal from other people to reply to a ticket. Also, only one person from your team (who was set owner by a scrip or manually) get a notification and mail boxes are not bloated with emails they shouldn't deal with. This solution is harder to setup, but it has more advantages over the first one. For example, with scrip "On Correspond Notify Owner with template Y" (RT has this out of the box) owners will receive notifications by email when other persons reply to a ticket they own and sure they can use this emails to continue conversation with people associated with the ticket (requestors, ccs and adminccs - these are three groups of people that can be connected to a ticket except owner). > > Thanks for any help / hint / ... > > regards, > > Kai Schmitte > > -- Best regards, Ruslan. From st at mobilepeople.com Fri Aug 22 04:10:36 2008 From: st at mobilepeople.com (Sebastien Termeau) Date: Fri, 22 Aug 2008 10:10:36 +0200 Subject: [rt-users] Upgrade to 3.8.1 Out of Memory Errors In-Reply-To: <9F285BFE1D7757499D9FF095B4EE347D03148F74@tw-xchange01.TWC.local> References: <9F285BFE1D7757499D9FF095B4EE347D03148F74@tw-xchange01.TWC.local> Message-ID: <359a4bc30808220110x4ed593adx41e7d03e59fb45ae@mail.gmail.com> Joshua, I missed a step in the upgrade process. I figured this out while looking at another thread dealing with attachment corruption. The upgrade process is: - Upgrade to 3.8.0 - perl etc/upgrade/schema.mysql-4.0-4.1.pl db user passwd > sql.queries mysql -u root -p rt3 < sql.queries - Upgrade from 3.8.0 to 3.8.1 If you look into the generated sql.queries file, a_session is changed to LONGBLOB. I am using Mysql5, that is why I discarded this upgrade step. I hope this will solve your problems too. Regards Sebastien On Thu, Aug 21, 2008 at 8:56 PM, Joshua Hunter wrote: > I upgraded from 3.8.0 to 3.8.1 and added graphviz support in the wee > hours of last night. All seemed fine. I was able to graph ticket > relationships and I worked until about lunch before I encountered a > problem where each webpage is blank. I am definitely connecting to the > web server, but nothing is displayed. I have "Out of memory! Callback > called exit." Errors in my apache2 logs. My system is Debian running in > a vm with about 700mb of ram available and I have about 2000 tickets. > > I found the following information (below) which seems to pertain to my > situation. My question is (and no offense to Sebastien as I really > appreciate his posting this solution), but is this the appropriate > action to take? Do I simply need more RAM or is this an error with the > schema? I am reticent to go making changes that will come back to haunt > me later. > > Thus far in an attempt to resolve the problem I have only restarted > apache2 and the server. Neither made any difference. > > Thank you, > > Joshua > > Re: Problem after an upgrade to 3.8.1 Remove Highlighting [In reply to] > Hello David, > > The problem looks like the session table is being corrupted. > I modified the schema using: ALTER TABLE sessions CHANGE a_session > a_session LONGBLOB; > Now everything seems to be working fine. > By the way, I am also using a virtual machine. 256Mo were enough for > 3.8.0. I increased the available memory to 512Mo but this did not > solved the problem. > I hope this trick will solve your problem. > Regards > > Sebastien > > On Thu, Aug 21, 2008 at 4:36 AM, David Hobley > wrote: >> Sebastien, >> >> I had this issue as well - luckily I was running in a Virtual Machine, > so I >> upped the allocated memory from 1Gig to 2Gig and the problem went > away. It >> looks like RT is a bit of a memory pig (in the nicest possible way!) > How >> much memory do you have in your machine? >> >> Cheers, >> David >> >> ----- Original Message ----- >> From: "Sebastien Termeau" >> To: rt-users[at]lists.bestpractical.com >> Sent: Wednesday, 20 August, 2008 11:22:13 PM GMT +10:00 Brisbane >> Subject: [rt-users] Problem after an upgrade to 3.8.1 >> >> Dear RT-Users, >> >> I have a really recent RT 3.6.7 installation (around 200 tickets) >> running on CentOS 5.2. >> I was able to upgrade to 3.8.0 without problems. >> The problems appear when I tried to upgrade either from 3.6.7 to 3.8.1 >> or from 3.8.0 to 3.8.1. A fresh 3.8.1 installation works fine. >> After the upgrade, when I try to access the web interface I only >> receive a blank page. >> In my apache error log file, the following message is present: >> Out of memory! >> Callback called exit. >> I got the same error when I tried to use "rt-clean-sessions". >> Using 'perl -d', I tracked down the error to >> RT::Interface::Web::Session::ClearByUser line 246 >> eval { tie %session, $class, $id, $attrs }; >> -> $class=Apache::Session::MySQL >> -> $id=3d97a1c2c09740acfee006d0221d1d12 >> -> attrs is an empty hash >> >> I tried to remove all the existing sessions in the database : delete >> from sessions; >> And it was working fine for 5 minutes. Then the same error rise again. >> >> Did I missed something in the upgrade process? >> Do you have a suggestion? >> >> 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 >> >> >> -- >> Cheers, >> David Hobley >> >> IT Manager >> Creators of Miessence, MiVitality and MiEnviron >> >> Phone: +61 (7) 5582 7020 >> Fax: +61 (7) 5539 6719 >> USA Fax 1800 840 0827 >> Email : david.hobley[at]mionegroup.com >> Website: www.mionegroup.com >> >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From gaurav at subisu.net.np Fri Aug 22 06:10:01 2008 From: gaurav at subisu.net.np (Gaurav Ghimire) Date: Fri, 22 Aug 2008 15:55:01 +0545 Subject: [rt-users] Assigning a Ticket. Message-ID: <48AE9079.3000107@subisu.net.np> Hi there. Scenario: There is a Dept with a chief and subordinates. All of them are in the AdminCcs. What I want is the tickets once created if not owned by anyone can be taken by any of the members including the dept Chief. But in case the Dept Chief wants some particular subordinate be looking after the issue, assigns the ticket to that particular member. It did happen but the downside is once I activate the 'OwnTicket' right to the subordinates and chief. Even the subordinate is able to change the ownership to some other member of the same group belonging to the same queue. Can I not have something like only the cheif be able to assign the ticket and not the subordinates. I might have missed somewhere configuring and giving rights to the group/queue/user. But I did not find any such issue. Rights assigned at other places are fine to my knowledge. I am kind of sure that fellow users in here might have had this issue once faced while implementing RT. Any assistance or directions would be highly appreciated. Regards, Gaurav -- -- Disclaimer: This Email message along with any attachments is intended only for the addressee and may contain confidential and/or privileged information. If you have received this message in error, please notify sender immediately and delete this message from your system. If the reader is not the intended ecipient then any dissemination, distribution or copy of this communication is strictly prohibited. Reasonable precautions have been taken to ensure that this message is virus-free. However, Subisu Cablenet Pvt. Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 252 bytes Desc: OpenPGP digital signature URL: From andrew.fay at hotmail.co.uk Fri Aug 22 08:17:03 2008 From: andrew.fay at hotmail.co.uk (andrew fay) Date: Fri, 22 Aug 2008 12:17:03 +0000 Subject: [rt-users] rt 3.8.1 home link on interface Message-ID: Hi, How do I change the home link on the interface to not point at 127.0.0.1 ? my RT install is located at 127.0.0.1/rt but 127.0.01 just goes to an apache default page that says : it works thanks in advance, Andy _________________________________________________________________ Win New York holidays with Kellogg?s & Live Search http://clk.atdmt.com/UKM/go/107571440/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Aug 22 08:18:57 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 22 Aug 2008 16:18:57 +0400 Subject: [rt-users] rt 3.8.1 home link on interface In-Reply-To: References: Message-ID: <589c94400808220518s73998903id4aa488eb68e96ea@mail.gmail.com> Web* options in the RT config. On Fri, Aug 22, 2008 at 4:17 PM, andrew fay wrote: > Hi, > > How do I change the home link on the interface to not point at 127.0.0.1 ? > > my RT install is located at 127.0.0.1/rt > > but 127.0.01 just goes to an apache default page that says : it works > > thanks in advance, > > Andy > > ________________________________ > Get fish-slapping on Messenger! Play Now > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 andrew.fay at hotmail.co.uk Fri Aug 22 08:22:24 2008 From: andrew.fay at hotmail.co.uk (andrew fay) Date: Fri, 22 Aug 2008 12:22:24 +0000 Subject: [rt-users] moving mysql DB from 3.6.4 to 3.8.1 Message-ID: Hi, I have 2 running installations of RT.. both on ubuntu, How would I go about moving the database info from 3.6.4 to the 3.8.1 version, I don't want to upgrade the 3.6.4 version because we are working off that one at the moment and can't really have any downtime on it, also the new version is on a virtual machine. Thanks in advance, Andy _________________________________________________________________ Win New York holidays with Kellogg?s & Live Search http://clk.atdmt.com/UKM/go/107571440/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew.fay at hotmail.co.uk Fri Aug 22 08:25:55 2008 From: andrew.fay at hotmail.co.uk (andrew fay) Date: Fri, 22 Aug 2008 12:25:55 +0000 Subject: [rt-users] rt 3.8.1 home link on interface In-Reply-To: <589c94400808220518s73998903id4aa488eb68e96ea@mail.gmail.com> References: <589c94400808220518s73998903id4aa488eb68e96ea@mail.gmail.com> Message-ID: Hi, I have tried changing: Set( $WebDomain, 'localhost/rt' ); No effect? Thanks, Andy > Date: Fri, 22 Aug 2008 16:18:57 +0400 > From: ruz at bestpractical.com > To: andrew.fay at hotmail.co.uk > Subject: Re: [rt-users] rt 3.8.1 home link on interface > CC: rt-users at lists.bestpractical.com > > Web* options in the RT config. > > On Fri, Aug 22, 2008 at 4:17 PM, andrew fay wrote: > > Hi, > > > > How do I change the home link on the interface to not point at 127.0.0.1 ? > > > > my RT install is located at 127.0.0.1/rt > > > > but 127.0.01 just goes to an apache default page that says : it works > > > > thanks in advance, > > > > Andy > > > > ________________________________ > > Get fish-slapping on Messenger! Play Now > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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. _________________________________________________________________ Win New York holidays with Kellogg?s & Live Search http://clk.atdmt.com/UKM/go/107571440/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Fri Aug 22 08:33:52 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 22 Aug 2008 08:33:52 -0400 Subject: [rt-users] rt 3.8.1 home link on interface Message-ID: <7314881427FC8A4081673E8CEEA792490B70D1D0@EXMIAMI01.compupay.com> Look at webbaseurl setting. ----- Original Message ----- From: rt-users-bounces at lists.bestpractical.com To: Ruslan Zakirov Cc: rt mailing list Sent: Fri Aug 22 07:25:55 2008 Subject: Re: [rt-users] rt 3.8.1 home link on interface Hi, I have tried changing: Set( $WebDomain, 'localhost/rt' ); No effect? Thanks, Andy ________________________________ > Date: Fri, 22 Aug 2008 16:18:57 +0400 > From: ruz at bestpractical.com > To: andrew.fay at hotmail.co.uk > Subject: Re: [rt-users] rt 3.8.1 home link on interface > CC: rt-users at lists.bestpractical.com > > Web* options in the RT config. > > On Fri, Aug 22, 2008 at 4:17 PM, andrew fay wrote: > > Hi, > > > > How do I change the home link on the interface to not point at 127.0.0.1 ? > > > > my RT install is located at 127.0.0.1/rt > > > > but 127.0.01 just goes to an apache default page that says : it works > > > > thanks in advance, > > > > Andy > > > > ________________________________ > > Get fish-slapping on Messenger! Play Now > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. ________________________________ Get fish-slapping on Messenger! Play Now -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Aug 22 08:40:01 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 22 Aug 2008 16:40:01 +0400 Subject: [rt-users] rt 3.8.1 home link on interface In-Reply-To: References: <589c94400808220518s73998903id4aa488eb68e96ea@mail.gmail.com> Message-ID: <589c94400808220540l5e97e1derf903498039084856@mail.gmail.com> =item C<$WebPath> If you're putting the web ui somewhere other than at the root of your server, you should set C<$WebPath> to the path you'll be serving RT at. C<$WebPath> requires a leading / but no trailing /. In most cases, you should leave C<$WebPath> set to '' (an empty value). =cut On Fri, Aug 22, 2008 at 4:25 PM, andrew fay wrote: > Hi, > > I have tried changing: > > Set( $WebDomain, 'localhost/rt' ); > > No effect? > > Thanks, > > Andy > > > > ________________________________ >> Date: Fri, 22 Aug 2008 16:18:57 +0400 >> From: ruz at bestpractical.com >> To: andrew.fay at hotmail.co.uk >> Subject: Re: [rt-users] rt 3.8.1 home link on interface >> CC: rt-users at lists.bestpractical.com >> >> Web* options in the RT config. >> >> On Fri, Aug 22, 2008 at 4:17 PM, andrew fay >> wrote: >> > Hi, >> > >> > How do I change the home link on the interface to not point at 127.0.0.1 >> > ? >> > >> > my RT install is located at 127.0.0.1/rt >> > >> > but 127.0.01 just goes to an apache default page that says : it works >> > >> > thanks in advance, >> > >> > Andy >> > >> > ________________________________ >> > Get fish-slapping on Messenger! Play Now >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: 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. > > ________________________________ > Get fish-slapping on Messenger! Play Now > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Fri Aug 22 08:46:53 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 22 Aug 2008 16:46:53 +0400 Subject: [rt-users] rt 3.8.1 home link on interface In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D1D0@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490B70D1D0@EXMIAMI01.compupay.com> Message-ID: <589c94400808220546i72aedfbdsb641d961f125c9a8@mail.gmail.com> On Fri, Aug 22, 2008 at 4:33 PM, Helmuth Ramirez wrote: > Look at webbaseurl setting. Don't play with this variable in 3.8.1 unless you know what you're doing. WebDomain, WebPath and WebPort are all you need in most cases. > > ----- Original Message ----- > From: rt-users-bounces at lists.bestpractical.com > > To: Ruslan Zakirov > Cc: rt mailing list > Sent: Fri Aug 22 07:25:55 2008 > Subject: Re: [rt-users] rt 3.8.1 home link on interface > > Hi, > > I have tried changing: > > Set( $WebDomain, 'localhost/rt' ); > > No effect? > > Thanks, > > Andy > > > > > ________________________________ > >> Date: Fri, 22 Aug 2008 16:18:57 +0400 >> From: ruz at bestpractical.com >> To: andrew.fay at hotmail.co.uk >> Subject: Re: [rt-users] rt 3.8.1 home link on interface >> CC: rt-users at lists.bestpractical.com >> >> Web* options in the RT config. >> >> On Fri, Aug 22, 2008 at 4:17 PM, andrew fay >> wrote: >> > Hi, >> > >> > How do I change the home link on the interface to not point at 127.0.0.1 >> > ? >> > >> > my RT install is located at 127.0.0.1/rt >> > >> > but 127.0.01 just goes to an apache default page that says : it works >> > >> > thanks in advance, >> > >> > Andy >> > >> > ________________________________ >> > Get fish-slapping on Messenger! Play Now >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: 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. > > > ________________________________ > > Get fish-slapping on Messenger! Play Now > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 HelmuthRamirez at compupay.com Fri Aug 22 08:50:42 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 22 Aug 2008 08:50:42 -0400 Subject: [rt-users] rt 3.8.1 home link on interface In-Reply-To: <589c94400808220546i72aedfbdsb641d961f125c9a8@mail.gmail.com> References: <7314881427FC8A4081673E8CEEA792490B70D1D0@EXMIAMI01.compupay.com> <589c94400808220546i72aedfbdsb641d961f125c9a8@mail.gmail.com> Message-ID: <7314881427FC8A4081673E8CEEA792490B70D1D2@EXMIAMI01.compupay.com> I retract my statement (sorry Andrew, didn't mean to lead you in the wrong direction). -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Friday, August 22, 2008 8:47 AM To: Helmuth Ramirez Cc: andrew.fay at hotmail.co.uk; rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt 3.8.1 home link on interface On Fri, Aug 22, 2008 at 4:33 PM, Helmuth Ramirez wrote: > Look at webbaseurl setting. Don't play with this variable in 3.8.1 unless you know what you're doing. WebDomain, WebPath and WebPort are all you need in most cases. > > ----- Original Message ----- > From: rt-users-bounces at lists.bestpractical.com > > To: Ruslan Zakirov > Cc: rt mailing list > Sent: Fri Aug 22 07:25:55 2008 > Subject: Re: [rt-users] rt 3.8.1 home link on interface > > Hi, > > I have tried changing: > > Set( $WebDomain, 'localhost/rt' ); > > No effect? > > Thanks, > > Andy > > > > > ________________________________ > >> Date: Fri, 22 Aug 2008 16:18:57 +0400 >> From: ruz at bestpractical.com >> To: andrew.fay at hotmail.co.uk >> Subject: Re: [rt-users] rt 3.8.1 home link on interface >> CC: rt-users at lists.bestpractical.com >> >> Web* options in the RT config. >> >> On Fri, Aug 22, 2008 at 4:17 PM, andrew fay >> wrote: >> > Hi, >> > >> > How do I change the home link on the interface to not point at 127.0.0.1 >> > ? >> > >> > my RT install is located at 127.0.0.1/rt >> > >> > but 127.0.01 just goes to an apache default page that says : it works >> > >> > thanks in advance, >> > >> > Andy >> > >> > ________________________________ >> > Get fish-slapping on Messenger! Play Now >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: 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. > > > ________________________________ > > Get fish-slapping on Messenger! Play Now > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 andrew.fay at hotmail.co.uk Fri Aug 22 08:51:53 2008 From: andrew.fay at hotmail.co.uk (andrew fay) Date: Fri, 22 Aug 2008 12:51:53 +0000 Subject: [rt-users] rt 3.8.1 home link on interface In-Reply-To: <7314881427FC8A4081673E8CEEA792490B70D1D2@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490B70D1D0@EXMIAMI01.compupay.com> <589c94400808220546i72aedfbdsb641d961f125c9a8@mail.gmail.com> <7314881427FC8A4081673E8CEEA792490B70D1D2@EXMIAMI01.compupay.com> Message-ID: Hi, No problem, Maybe I have default set up wrong in apache ? I dont mind if its only at 127.0.0.1 and not /rt as long as it works ;) Any ideas? this is what I have :: NameVirtualHost * ServerAdmin webmaster at localhost DocumentRoot /var/www/ Options FollowSymLinks AllowOverride None Options Indexes FollowSymLinks MultiViews AllowOverride None Order allow,deny allow from all ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/ AllowOverride None Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch Order allow,deny Allow from all ErrorLog /var/log/apache2/error.log # Possible values include: debug, info, notice, warn, error, crit, # alert, emerg. LogLevel warn CustomLog /var/log/apache2/access.log combined ServerSignature On Alias /doc/ "/usr/share/doc/" Options Indexes MultiViews FollowSymLinks AllowOverride None Order deny,allow Deny from all Allow from 127.0.0.0/255.0.0.0 ::1/128 ServerName your.rt.server.hostname DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # optional apache logs for RT # ErrorLog /opt/rt3/var/log/apache2.error # TransferLog /opt/rt3/var/log/apache2.access PerlRequire "/opt/rt3/bin/webmux.pl" SetHandler default SetHandler perl-script PerlResponseHandler RT::Mason > Subject: RE: [rt-users] rt 3.8.1 home link on interface > Date: Fri, 22 Aug 2008 08:50:42 -0400 > From: HelmuthRamirez at compupay.com > To: ruz at bestpractical.com > CC: andrew.fay at hotmail.co.uk; rt-users at lists.bestpractical.com > > I retract my statement (sorry Andrew, didn't mean to lead you in the wrong direction). > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov > Sent: Friday, August 22, 2008 8:47 AM > To: Helmuth Ramirez > Cc: andrew.fay at hotmail.co.uk; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] rt 3.8.1 home link on interface > > On Fri, Aug 22, 2008 at 4:33 PM, Helmuth Ramirez > wrote: > > Look at webbaseurl setting. > > Don't play with this variable in 3.8.1 unless you know what you're > doing. WebDomain, WebPath and WebPort are all you need in most cases. > > > > > > ----- Original Message ----- > > From: rt-users-bounces at lists.bestpractical.com > > > > To: Ruslan Zakirov > > Cc: rt mailing list > > Sent: Fri Aug 22 07:25:55 2008 > > Subject: Re: [rt-users] rt 3.8.1 home link on interface > > > > Hi, > > > > I have tried changing: > > > > Set( $WebDomain, 'localhost/rt' ); > > > > No effect? > > > > Thanks, > > > > Andy > > > > > > > > > > ________________________________ > > > >> Date: Fri, 22 Aug 2008 16:18:57 +0400 > >> From: ruz at bestpractical.com > >> To: andrew.fay at hotmail.co.uk > >> Subject: Re: [rt-users] rt 3.8.1 home link on interface > >> CC: rt-users at lists.bestpractical.com > >> > >> Web* options in the RT config. > >> > >> On Fri, Aug 22, 2008 at 4:17 PM, andrew fay > >> wrote: > >> > Hi, > >> > > >> > How do I change the home link on the interface to not point at 127.0.0.1 > >> > ? > >> > > >> > my RT install is located at 127.0.0.1/rt > >> > > >> > but 127.0.01 just goes to an apache default page that says : it works > >> > > >> > thanks in advance, > >> > > >> > Andy > >> > > >> > ________________________________ > >> > Get fish-slapping on Messenger! Play Now > >> > _______________________________________________ > >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > > >> > Community help: http://wiki.bestpractical.com > >> > Commercial support: 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. > > > > > > ________________________________ > > > > Get fish-slapping on Messenger! Play Now > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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. _________________________________________________________________ Win a voice over part with Kung Fu Panda & Live Search?? and?? 100?s of Kung Fu Panda prizes to win with Live Search http://clk.atdmt.com/UKM/go/107571439/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Aug 22 09:01:33 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 22 Aug 2008 17:01:33 +0400 Subject: [rt-users] rt 3.8.1 home link on interface In-Reply-To: <589c94400808220540l5e97e1derf903498039084856@mail.gmail.com> References: <589c94400808220518s73998903id4aa488eb68e96ea@mail.gmail.com> <589c94400808220540l5e97e1derf903498039084856@mail.gmail.com> Message-ID: <589c94400808220601g77388799ife0d02c7dbf1ac2c@mail.gmail.com> Set( $WebDomain, 'localhost' ); Set( $WebPath, '/rt' ); That's all you need, as far as I can see. Domain is DOMAIN and is not domain + path. On Fri, Aug 22, 2008 at 4:40 PM, Ruslan Zakirov wrote: > =item C<$WebPath> > > If you're putting the web ui somewhere other than at the root of > your server, you should set C<$WebPath> to the path you'll be > serving RT at. > > C<$WebPath> requires a leading / but no trailing /. > > In most cases, you should leave C<$WebPath> set to '' (an empty value). > > =cut > > > On Fri, Aug 22, 2008 at 4:25 PM, andrew fay wrote: >> Hi, >> >> I have tried changing: >> >> Set( $WebDomain, 'localhost/rt' ); >> >> No effect? >> >> Thanks, >> >> Andy >> >> >> >> ________________________________ >>> Date: Fri, 22 Aug 2008 16:18:57 +0400 >>> From: ruz at bestpractical.com >>> To: andrew.fay at hotmail.co.uk >>> Subject: Re: [rt-users] rt 3.8.1 home link on interface >>> CC: rt-users at lists.bestpractical.com >>> >>> Web* options in the RT config. >>> >>> On Fri, Aug 22, 2008 at 4:17 PM, andrew fay >>> wrote: >>> > Hi, >>> > >>> > How do I change the home link on the interface to not point at 127.0.0.1 >>> > ? >>> > >>> > my RT install is located at 127.0.0.1/rt >>> > >>> > but 127.0.01 just goes to an apache default page that says : it works >>> > >>> > thanks in advance, >>> > >>> > Andy >>> > >>> > ________________________________ >>> > Get fish-slapping on Messenger! Play Now >>> > _______________________________________________ >>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> > >>> > Community help: http://wiki.bestpractical.com >>> > Commercial support: 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. >> >> ________________________________ >> Get fish-slapping on Messenger! Play Now >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 andrew.fay at hotmail.co.uk Fri Aug 22 09:06:46 2008 From: andrew.fay at hotmail.co.uk (andrew fay) Date: Fri, 22 Aug 2008 13:06:46 +0000 Subject: [rt-users] rt 3.8.1 home link on interface In-Reply-To: <589c94400808220601g77388799ife0d02c7dbf1ac2c@mail.gmail.com> References: <589c94400808220518s73998903id4aa488eb68e96ea@mail.gmail.com> <589c94400808220540l5e97e1derf903498039084856@mail.gmail.com> <589c94400808220601g77388799ife0d02c7dbf1ac2c@mail.gmail.com> Message-ID: Hi I have tried that and all that happens is when i log on to 127.0.0.1/rt it comes up with the login screen with no formatting.. just text I have noticed when I click links they are 127.0.0.1/search/simple.html etc and they work so possibly I should be working in the root directory but I have somehow set it to use /rt ? somewhere. I say this because if I try 127.0.0.1/rt/search/simple.html i get page not found Sorry I am pretty new to this as last time I installed I used ubuntu synaptic package manager to install : ) Thanks, Andy > Date: Fri, 22 Aug 2008 17:01:33 +0400 > From: ruz at bestpractical.com > To: andrew.fay at hotmail.co.uk > Subject: Re: [rt-users] rt 3.8.1 home link on interface > CC: rt-users at lists.bestpractical.com > > Set( $WebDomain, 'localhost' ); > Set( $WebPath, '/rt' ); > > That's all you need, as far as I can see. Domain is DOMAIN and is not > domain + path. > > > On Fri, Aug 22, 2008 at 4:40 PM, Ruslan Zakirov wrote: > > =item C<$WebPath> > > > > If you're putting the web ui somewhere other than at the root of > > your server, you should set C<$WebPath> to the path you'll be > > serving RT at. > > > > C<$WebPath> requires a leading / but no trailing /. > > > > In most cases, you should leave C<$WebPath> set to '' (an empty value). > > > > =cut > > > > > > On Fri, Aug 22, 2008 at 4:25 PM, andrew fay wrote: > >> Hi, > >> > >> I have tried changing: > >> > >> Set( $WebDomain, 'localhost/rt' ); > >> > >> No effect? > >> > >> Thanks, > >> > >> Andy > >> > >> > >> > >> ________________________________ > >>> Date: Fri, 22 Aug 2008 16:18:57 +0400 > >>> From: ruz at bestpractical.com > >>> To: andrew.fay at hotmail.co.uk > >>> Subject: Re: [rt-users] rt 3.8.1 home link on interface > >>> CC: rt-users at lists.bestpractical.com > >>> > >>> Web* options in the RT config. > >>> > >>> On Fri, Aug 22, 2008 at 4:17 PM, andrew fay > >>> wrote: > >>> > Hi, > >>> > > >>> > How do I change the home link on the interface to not point at 127.0.0.1 > >>> > ? > >>> > > >>> > my RT install is located at 127.0.0.1/rt > >>> > > >>> > but 127.0.01 just goes to an apache default page that says : it works > >>> > > >>> > thanks in advance, > >>> > > >>> > Andy > >>> > > >>> > ________________________________ > >>> > Get fish-slapping on Messenger! Play Now > >>> > _______________________________________________ > >>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>> > > >>> > Community help: http://wiki.bestpractical.com > >>> > Commercial support: 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. > >> > >> ________________________________ > >> Get fish-slapping on Messenger! Play Now > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: 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. _________________________________________________________________ Get Hotmail on your mobile from Vodafone http://clk.atdmt.com/UKM/go/107571435/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew.fay at hotmail.co.uk Fri Aug 22 09:15:51 2008 From: andrew.fay at hotmail.co.uk (andrew fay) Date: Fri, 22 Aug 2008 13:15:51 +0000 Subject: [rt-users] rt 3.8.1 home link on interface In-Reply-To: References: <589c94400808220518s73998903id4aa488eb68e96ea@mail.gmail.com> <589c94400808220540l5e97e1derf903498039084856@mail.gmail.com> <589c94400808220601g77388799ife0d02c7dbf1ac2c@mail.gmail.com> Message-ID: Also, When i first hope RT the first page says no found.. if i click approvals which is http://127.0.0.1/Approvals then go back to home which is http://127.0.0.1/ I get RT at a glance up.. otherwise i get It Works default apache page.. so i am pretty convinced i should be working in the root directory but have no idea how to get rid of these default apache settings, thanks, Andy From: andrew.fay at hotmail.co.uk To: ruz at bestpractical.com Date: Fri, 22 Aug 2008 13:06:46 +0000 CC: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt 3.8.1 home link on interface Hi I have tried that and all that happens is when i log on to 127.0.0.1/rt it comes up with the login screen with no formatting.. just text I have noticed when I click links they are 127.0.0.1/search/simple.html etc and they work so possibly I should be working in the root directory but I have somehow set it to use /rt ? somewhere. I say this because if I try 127.0.0.1/rt/search/simple.html i get page not found Sorry I am pretty new to this as last time I installed I used ubuntu synaptic package manager to install : ) Thanks, Andy > Date: Fri, 22 Aug 2008 17:01:33 +0400 > From: ruz at bestpractical.com > To: andrew.fay at hotmail.co.uk > Subject: Re: [rt-users] rt 3.8.1 home link on interface > CC: rt-users at lists.bestpractical.com > > Set( $WebDomain, 'localhost' ); > Set( $WebPath, '/rt' ); > > That's all you need, as far as I can see. Domain is DOMAIN and is not > domain + path. > > > On Fri, Aug 22, 2008 at 4:40 PM, Ruslan Zakirov wrote: > > =item C<$WebPath> > > > > If you're putting the web ui somewhere other than at the root of > > your server, you should set C<$WebPath> to the path you'll be > > serving RT at. > > > > C<$WebPath> requires a leading / but no trailing /. > > > > In most cases, you should leave C<$WebPath> set to '' (an empty value). > > > > =cut > > > > > > On Fri, Aug 22, 2008 at 4:25 PM, andrew fay wrote: > >> Hi, > >> > >> I have tried changing: > >> > >> Set( $WebDomain, 'localhost/rt' ); > >> > >> No effect? > >> > >> Thanks, > >> > >> Andy > >> > >> > >> > >> ________________________________ > >>> Date: Fri, 22 Aug 2008 16:18:57 +0400 > >>> From: ruz at bestpractical.com > >>> To: andrew.fay at hotmail.co.uk > >>> Subject: Re: [rt-users] rt 3.8.1 home link on interface > >>> CC: rt-users at lists.bestpractical.com > >>> > >>> Web* options in the RT config. > >>> > >>> On Fri, Aug 22, 2008 at 4:17 PM, andrew fay > >>> wrote: > >>> > Hi, > >>> > > >>> > How do I change the home link on the interface to not point at 127.0.0.1 > >>> > ? > >>> > > >>> > my RT install is located at 127.0.0.1/rt > >>> > > >>> > but 127.0.01 just goes to an apache default page that says : it works > >>> > > >>> > thanks in advance, > >>> > > >>> > Andy > >>> > > >>> > ________________________________ > >>> > Get fish-slapping on Messenger! Play Now > >>> > _______________________________________________ > >>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>> > > >>> > Community help: http://wiki.bestpractical.com > >>> > Commercial support: 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. > >> > >> ________________________________ > >> Get fish-slapping on Messenger! Play Now > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: 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. Find out how to make Messenger your very own TV! Try it Now! _________________________________________________________________ Get Hotmail on your mobile from Vodafone http://clk.atdmt.com/UKM/go/107571435/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Aug 22 09:18:58 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 22 Aug 2008 17:18:58 +0400 Subject: [rt-users] rt 3.8.1 home link on interface In-Reply-To: References: <589c94400808220518s73998903id4aa488eb68e96ea@mail.gmail.com> <589c94400808220540l5e97e1derf903498039084856@mail.gmail.com> <589c94400808220601g77388799ife0d02c7dbf1ac2c@mail.gmail.com> Message-ID: <589c94400808220618i1d5c0478ld24ab394cd38a6eb@mail.gmail.com> delete all the crap you have in your virtual host and leave something like: NameVirtualHost * ServerAdmin webmaster at localhost ErrorLog /var/log/apache2/error.log # Possible values include: debug, info, notice, warn, error, crit, # alert, emerg. LogLevel warn CustomLog /var/log/apache2/access.log combined # ServerSignature On ServerName your.rt.server.hostname DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # optional apache logs for RT # ErrorLog /opt/rt3/var/log/apache2.error # TransferLog /opt/rt3/var/log/apache2.access PerlRequire "/opt/rt3/bin/webmux.pl" SetHandler default SetHandler perl-script PerlResponseHandler RT::Mason Set( $WebDomain, 'localhost' ); Set( $WebPath, '' ); On Fri, Aug 22, 2008 at 5:15 PM, andrew fay wrote: > Also, > > When i first hope RT the first page says no found.. > > if i click approvals which is > > http://127.0.0.1/Approvals > > then go back to home which is http://127.0.0.1/ > > I get RT at a glance up.. otherwise i get It Works default apache page.. so > i am pretty convinced i should be working in the root directory but have no > idea how to get rid of these default apache settings, > > thanks, > > Andy > > > > ________________________________ > From: andrew.fay at hotmail.co.uk > To: ruz at bestpractical.com > Date: Fri, 22 Aug 2008 13:06:46 +0000 > CC: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] rt 3.8.1 home link on interface > > Hi > > I have tried that and all that happens is when i log on to 127.0.0.1/rt it > comes up with the login screen with no formatting.. just text > > I have noticed when I click links they are 127.0.0.1/search/simple.html etc > and they work so possibly I should be working in the root directory but I > have somehow set it to use /rt ? somewhere. I say this because if I try > 127.0.0.1/rt/search/simple.html i get page not found > > Sorry I am pretty new to this as last time I installed I used ubuntu > synaptic package manager to install : ) > > Thanks, > > Andy > > > > ________________________________ >> Date: Fri, 22 Aug 2008 17:01:33 +0400 >> From: ruz at bestpractical.com >> To: andrew.fay at hotmail.co.uk >> Subject: Re: [rt-users] rt 3.8.1 home link on interface >> CC: rt-users at lists.bestpractical.com >> >> Set( $WebDomain, 'localhost' ); >> Set( $WebPath, '/rt' ); >> >> That's all you need, as far as I can see. Domain is DOMAIN and is not >> domain + path. >> >> >> On Fri, Aug 22, 2008 at 4:40 PM, Ruslan Zakirov >> wrote: >> > =item C<$WebPath> >> > >> > If you're putting the web ui somewhere other than at the root of >> > your server, you should set C<$WebPath> to the path you'll be >> > serving RT at. >> > >> > C<$WebPath> requires a leading / but no trailing /. >> > >> > In most cases, you should leave C<$WebPath> set to '' (an empty value). >> > >> > =cut >> > >> > >> > On Fri, Aug 22, 2008 at 4:25 PM, andrew fay >> > wrote: >> >> Hi, >> >> >> >> I have tried changing: >> >> >> >> Set( $WebDomain, 'localhost/rt' ); >> >> >> >> No effect? >> >> >> >> Thanks, >> >> >> >> Andy >> >> >> >> >> >> >> >> ________________________________ >> >>> Date: Fri, 22 Aug 2008 16:18:57 +0400 >> >>> From: ruz at bestpractical.com >> >>> To: andrew.fay at hotmail.co.uk >> >>> Subject: Re: [rt-users] rt 3.8.1 home link on interface >> >>> CC: rt-users at lists.bestpractical.com >> >>> >> >>> Web* options in the RT config. >> >>> >> >>> On Fri, Aug 22, 2008 at 4:17 PM, andrew fay >> >>> wrote: >> >>> > Hi, >> >>> > >> >>> > How do I change the home link on the interface to not point at >> >>> > 127.0.0.1 >> >>> > ? >> >>> > >> >>> > my RT install is located at 127.0.0.1/rt >> >>> > >> >>> > but 127.0.01 just goes to an apache default page that says : it >> >>> > works >> >>> > >> >>> > thanks in advance, >> >>> > >> >>> > Andy >> >>> > >> >>> > ________________________________ >> >>> > Get fish-slapping on Messenger! Play Now >> >>> > _______________________________________________ >> >>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>> > >> >>> > Community help: http://wiki.bestpractical.com >> >>> > Commercial support: 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. >> >> >> >> ________________________________ >> >> Get fish-slapping on Messenger! Play Now >> >> _______________________________________________ >> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> >> >> Community help: http://wiki.bestpractical.com >> >> Commercial support: 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. > > ________________________________ > Find out how to make Messenger your very own TV! Try it Now! > ________________________________ > Find out how to make Messenger your very own TV! Try it Now! -- Best regards, Ruslan. From andrew.fay at hotmail.co.uk Fri Aug 22 09:35:59 2008 From: andrew.fay at hotmail.co.uk (andrew fay) Date: Fri, 22 Aug 2008 13:35:59 +0000 Subject: [rt-users] rt 3.8.1 home link on interface In-Reply-To: <589c94400808220618i1d5c0478ld24ab394cd38a6eb@mail.gmail.com> References: <589c94400808220518s73998903id4aa488eb68e96ea@mail.gmail.com> <589c94400808220540l5e97e1derf903498039084856@mail.gmail.com> <589c94400808220601g77388799ife0d02c7dbf1ac2c@mail.gmail.com> <589c94400808220618i1d5c0478ld24ab394cd38a6eb@mail.gmail.com> Message-ID: Thanks, That worked! Andy > Date: Fri, 22 Aug 2008 17:18:58 +0400 > From: ruz at bestpractical.com > To: andrew.fay at hotmail.co.uk > Subject: Re: [rt-users] rt 3.8.1 home link on interface > CC: rt-users at lists.bestpractical.com > > delete all the crap you have in your virtual host and leave something like: > > NameVirtualHost * > > ServerAdmin webmaster at localhost > > ErrorLog /var/log/apache2/error.log > > # Possible values include: debug, info, notice, warn, error, crit, > # alert, emerg. > LogLevel warn > > CustomLog /var/log/apache2/access.log combined > # ServerSignature On > > ServerName your.rt.server.hostname > > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > # optional apache logs for RT > # ErrorLog /opt/rt3/var/log/apache2.error > # TransferLog /opt/rt3/var/log/apache2.access > > PerlRequire "/opt/rt3/bin/webmux.pl" > > > SetHandler default > > > SetHandler perl-script > PerlResponseHandler RT::Mason > > > > Set( $WebDomain, 'localhost' ); > Set( $WebPath, '' ); > > > On Fri, Aug 22, 2008 at 5:15 PM, andrew fay wrote: > > Also, > > > > When i first hope RT the first page says no found.. > > > > if i click approvals which is > > > > http://127.0.0.1/Approvals > > > > then go back to home which is http://127.0.0.1/ > > > > I get RT at a glance up.. otherwise i get It Works default apache page.. so > > i am pretty convinced i should be working in the root directory but have no > > idea how to get rid of these default apache settings, > > > > thanks, > > > > Andy > > > > > > > > ________________________________ > > From: andrew.fay at hotmail.co.uk > > To: ruz at bestpractical.com > > Date: Fri, 22 Aug 2008 13:06:46 +0000 > > CC: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] rt 3.8.1 home link on interface > > > > Hi > > > > I have tried that and all that happens is when i log on to 127.0.0.1/rt it > > comes up with the login screen with no formatting.. just text > > > > I have noticed when I click links they are 127.0.0.1/search/simple.html etc > > and they work so possibly I should be working in the root directory but I > > have somehow set it to use /rt ? somewhere. I say this because if I try > > 127.0.0.1/rt/search/simple.html i get page not found > > > > Sorry I am pretty new to this as last time I installed I used ubuntu > > synaptic package manager to install : ) > > > > Thanks, > > > > Andy > > > > > > > > ________________________________ > >> Date: Fri, 22 Aug 2008 17:01:33 +0400 > >> From: ruz at bestpractical.com > >> To: andrew.fay at hotmail.co.uk > >> Subject: Re: [rt-users] rt 3.8.1 home link on interface > >> CC: rt-users at lists.bestpractical.com > >> > >> Set( $WebDomain, 'localhost' ); > >> Set( $WebPath, '/rt' ); > >> > >> That's all you need, as far as I can see. Domain is DOMAIN and is not > >> domain + path. > >> > >> > >> On Fri, Aug 22, 2008 at 4:40 PM, Ruslan Zakirov > >> wrote: > >> > =item C<$WebPath> > >> > > >> > If you're putting the web ui somewhere other than at the root of > >> > your server, you should set C<$WebPath> to the path you'll be > >> > serving RT at. > >> > > >> > C<$WebPath> requires a leading / but no trailing /. > >> > > >> > In most cases, you should leave C<$WebPath> set to '' (an empty value). > >> > > >> > =cut > >> > > >> > > >> > On Fri, Aug 22, 2008 at 4:25 PM, andrew fay > >> > wrote: > >> >> Hi, > >> >> > >> >> I have tried changing: > >> >> > >> >> Set( $WebDomain, 'localhost/rt' ); > >> >> > >> >> No effect? > >> >> > >> >> Thanks, > >> >> > >> >> Andy > >> >> > >> >> > >> >> > >> >> ________________________________ > >> >>> Date: Fri, 22 Aug 2008 16:18:57 +0400 > >> >>> From: ruz at bestpractical.com > >> >>> To: andrew.fay at hotmail.co.uk > >> >>> Subject: Re: [rt-users] rt 3.8.1 home link on interface > >> >>> CC: rt-users at lists.bestpractical.com > >> >>> > >> >>> Web* options in the RT config. > >> >>> > >> >>> On Fri, Aug 22, 2008 at 4:17 PM, andrew fay > >> >>> wrote: > >> >>> > Hi, > >> >>> > > >> >>> > How do I change the home link on the interface to not point at > >> >>> > 127.0.0.1 > >> >>> > ? > >> >>> > > >> >>> > my RT install is located at 127.0.0.1/rt > >> >>> > > >> >>> > but 127.0.01 just goes to an apache default page that says : it > >> >>> > works > >> >>> > > >> >>> > thanks in advance, > >> >>> > > >> >>> > Andy > >> >>> > > >> >>> > ________________________________ > >> >>> > Get fish-slapping on Messenger! Play Now > >> >>> > _______________________________________________ > >> >>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> >>> > > >> >>> > Community help: http://wiki.bestpractical.com > >> >>> > Commercial support: 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. > >> >> > >> >> ________________________________ > >> >> Get fish-slapping on Messenger! Play Now > >> >> _______________________________________________ > >> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> >> > >> >> Community help: http://wiki.bestpractical.com > >> >> Commercial support: 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. > > > > ________________________________ > > Find out how to make Messenger your very own TV! Try it Now! > > ________________________________ > > Find out how to make Messenger your very own TV! Try it Now! > > > > -- > Best regards, Ruslan. _________________________________________________________________ Get Hotmail on your mobile from Vodafone http://clk.atdmt.com/UKM/go/107571435/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From kschmitte at voiceobjects.com Fri Aug 22 09:38:12 2008 From: kschmitte at voiceobjects.com (kschmitte) Date: Fri, 22 Aug 2008 06:38:12 -0700 (PDT) Subject: [rt-users] Agent reply to customer - initiated by mail? In-Reply-To: <589c94400808220103w1cceabb5pb50b02fc27f2c61a@mail.gmail.com> References: <19069049.post@talk.nabble.com> <589c94400808220103w1cceabb5pb50b02fc27f2c61a@mail.gmail.com> Message-ID: <19107457.post@talk.nabble.com> Hello Ruslan, Thanks for the help! I'll try it - and I have even seen that setting some things can be done with a RT "AddOn". Now I "just" need to set up mail usage for my RT to see it working ;) Thanks again! Kai -- View this message in context: http://www.nabble.com/Agent-reply-to-customer---initiated-by-mail--tp19069049p19107457.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From barnesaw at ucrwcu.rwc.uc.edu Fri Aug 22 09:39:54 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 22 Aug 2008 09:39:54 -0400 Subject: [rt-users] Forking a ticket In-Reply-To: References: <48ADFD08.3050306@nuix.com> Message-ID: <48AEC1AA.5010302@ucrwcu.rwc.uc.edu> I've not tried Dirk's forking patch with 3.8.1 yet, but it worked very well in 3.6.5. I'm still working on testing my local mods on a test box before I do a full upgrade. Jerrad Pierce wrote: > List archives turn up these relevant threads: > > http://www.gossamer-threads.com/lists/rt/users/13402?search_string=fork > > http://www.gossamer-threads.com/lists/rt/users/16845 > http://page.mi.fu-berlin.de/pape/rt3screenshots/ > > -- > Cambridge Energy Alliance: Save money & the planet > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati