From Agnislav.Onufrijchuk at portaone.com Mon Dec 1 08:10:36 2008 From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk) Date: Mon, 01 Dec 2008 15:10:36 +0200 Subject: [rt-users] Temporary files issue Message-ID: <4933E24C.2090100@portaone.com> Hi all. I have RT 3.4.4 with number of custom modifications. Now we have the following issue: When: 1. I attach a number of files or 2. I attach one file, click "Add more files" and then I write text one or several temporary file(s) are being deleted by File::Temp->cleanup. Where can be the root of such incorrect behavior? We're thinking about rewriting Interface::Web->MakeMIMEEntity method with the newest (from 3.8 branch) to use memory instead of tempfiles. Can you advice, is it a good idea or not? WBR, -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at Internet Telephony East February 2-4, 2009 - Booth 826 Miami Beach Convention Center From aperotti at cutaway.it Mon Dec 1 08:46:33 2008 From: aperotti at cutaway.it (Andrea Perotti) Date: Mon, 01 Dec 2008 14:46:33 +0100 Subject: [rt-users] Avoid Blank Subject in New Ticket Message-ID: <4933EAB9.4010306@cutaway.it> Hi, we are running RT 3.8.1 and have a mysql 5.0 as db . Our users have been trained to use RT but often forget to add a subject to their ticket. Is there something more effective than corporal punishments to enforce the insertion of a subject when a new ticket is created, ? Thank you for your hints. cheers Andrea Perotti From elacour at easter-eggs.com Mon Dec 1 09:20:35 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 1 Dec 2008 15:20:35 +0100 Subject: [rt-users] Avoid Blank Subject in New Ticket In-Reply-To: <4933EAB9.4010306@cutaway.it> References: <4933EAB9.4010306@cutaway.it> Message-ID: <20081201142034.GA2708@easter-eggs.com> On Mon, Dec 01, 2008 at 02:46:33PM +0100, Andrea Perotti wrote: > Hi, > > we are running RT 3.8.1 and have a mysql 5.0 as db . > > Our users have been trained to use RT but often forget to add a subject > to their ticket. > > Is there something more effective than corporal punishments to enforce > the insertion of a subject when a new ticket is created, ? > here is a plugin that does this: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ From jesse at bestpractical.com Mon Dec 1 09:38:38 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 Dec 2008 09:38:38 -0500 Subject: [rt-users] Temporary files issue In-Reply-To: <4933E24C.2090100@portaone.com> References: <4933E24C.2090100@portaone.com> Message-ID: <20081201143838.GD307@68-247-137-231.pools.spcsdns.net> On Mon 1.Dec'08 at 15:10:36 +0200, Agnislav Onufrijchuk wrote: > Hi all. > > I have RT 3.4.4 with number of custom modifications. Now we have the > following issue: > > When: > > 1. I attach a number of files > or > 2. I attach one file, click "Add more files" and then I write text > > one or several temporary file(s) are being deleted by File::Temp->cleanup. > > Where can be the root of such incorrect behavior? > > We're thinking about rewriting Interface::Web->MakeMIMEEntity method > with the newest (from 3.8 branch) to use memory instead of tempfiles. > Can you advice, is it a good idea or not? This is but one of many fairly important bugfixes. Rather than further customizing your RT 3.4 instance, I'd strongly consider putting that effort toward coming up to 3.8. -j > > > > WBR, > -- > Agnislav Onufrijchuk > PortaOne, Inc., RT Developer > Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 > > Meet us at Internet Telephony East > February 2-4, 2009 - Booth 826 > Miami Beach Convention Center > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From Agnislav.Onufrijchuk at portaone.com Mon Dec 1 10:04:22 2008 From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk) Date: Mon, 01 Dec 2008 17:04:22 +0200 Subject: [rt-users] Temporary files issue In-Reply-To: <20081201143838.GD307@68-247-137-231.pools.spcsdns.net> References: <4933E24C.2090100@portaone.com> <20081201143838.GD307@68-247-137-231.pools.spcsdns.net> Message-ID: <4933FCF6.8060002@portaone.com> Dear Jesse, Thank you for your quick response. You wrote: > > This is but one of many fairly important bugfixes. Rather than further > customizing your RT 3.4 instance, I'd strongly consider putting that > effort toward coming up to 3.8. > We have some reasons to postpone upgrading to 3.8-latest. Can you advice something in our current situations? We made a workaround - set "UNLINK => 0" and cleanup procedure is running by cron. It seems it's workable. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at Internet Telephony East February 2-4, 2009 - Booth 826 Miami Beach Convention Center From jesse at bestpractical.com Mon Dec 1 10:59:03 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 Dec 2008 10:59:03 -0500 Subject: [rt-users] Trying to get an attachment via command line interface rt show ticket/attachment ... In-Reply-To: <4931041E.1060300@formelheinz.de> References: <492FD82A.1030307@formelheinz.de> <4931041E.1060300@formelheinz.de> Message-ID: <20081201155903.GQ307@68-247-137-231.pools.spcsdns.net> On Sat 29.Nov'08 at 9:58:06 +0100, Tobias Heinz wrote: > Dear All, > > I figured out the solution tonight. The attachment is UTF8 encoded when > retrieved via rt show. I filtered it through tcs and it works now. > > rt show ticket/59134/attachments/365295/content | tcs -f utf -t 8859-1 > > $filenameTemp > > This gives me the binary file as it is retrieved from the web. There is > a chance that this depends on the setting of your Postgres (client) and > / or base operating system ... This just seems...wrong. Can you tell me a bit more about what the attachment was in the first place? > > Best regards > > Tobias Heinz > http://bayern.zentrumspartei.de > > Tobias Heinz schrieb: >> Dear All, >> >> I am trying to retrieve an attachment (application/pdf binary file) from >> a ticket. I am using the rt command line interface. >> >> When opening the attachment from the web the file (PDF) is fine. >> >> rt show ticket/59134/attachments/365295/content >> >> rt show ticket/59134/attachments/365295/content > /tmp/test.pdf >> >> It gives me a file that is approx. 30% larger than the file itself. When >> looking at the file, the clear-text part appears to be fine. The pdf >> viewer tells me: >> "File corrupt" or "graphics can not be rendered". >> >> I have transferred the file via scp to a windows machine - same there. >> Tried to use different pdf viewers on unix - all abended with errors. >> Clicking the file using Download test.pf on the web rt in ticket 59134 >> frontend gives me a perfect error-free pdf .. >> >> Does the cli use any kind of encoding? How can I decode/transform the file? >> >> Thanks for any hint - >> >> God bless >> >> Tobias Heinz >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From steve.hopps at gmail.com Mon Dec 1 11:51:29 2008 From: steve.hopps at gmail.com (Steve Hopps) Date: Mon, 1 Dec 2008 10:51:29 -0600 Subject: [rt-users] Scrip works on tickets created via RT web interface but not via e-mail Message-ID: <7c086ee20812010851y638133ddm62d6b117eda1ce24@mail.gmail.com> Hi everyone, I'm trying to create a scrip that parses incoming e-mails and rejects tickets with a certain phrase. I've got the scrip to work on all tickets created in the queue via the RT web interface, but emails that come into that queue still make it through. Does anybody know what I could be missing that would cause it to work on tickets created via the web interface, but not tickets created via e-mail? Here's what I've got in the scrip: ---------------------------------------------------- Condition: User Defined Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom Condition: my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my $Attachment = $Transaction->Attachments; my $AttFirst = $Attachment->First; my $Content = $AttFirst->Content; my $test = 0; $test = 1 if (lc($Content) =~ m/the caller hung up before leaving a message/i); if($test == 1) { return 1; } return; Custom Action Prep: $self->TicketObj->SetStatus( "rejected" ); return 1; Custom Action Cleanup: return 1; ---------------------------------------------------- I greatly appreciate any help, thanks! -Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From philfromwork at gmail.com Mon Dec 1 15:19:58 2008 From: philfromwork at gmail.com (Phil Labonte) Date: Mon, 1 Dec 2008 15:19:58 -0500 Subject: [rt-users] User authentication issue in 3.6.5 Message-ID: Hello all, I am using 3.6.5., this was an upgrade from 3.4.2 When the users login everything works fine. The only thing is that they have to re-enter their credentials every time they click on a different ticket number? Any thoughts on what I should look at to resolve the issue? Phil From KFCrocker at lbl.gov Mon Dec 1 16:07:24 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 01 Dec 2008 13:07:24 -0800 Subject: [rt-users] RT error using API in program Message-ID: <4934520C.40509@lbl.gov> To all, We are writing a program to move an old legacy system into RT using Perl/API. When we try to create a ticket we get an error on "creator". There appears to be a bug in the API. Normal behavior when I call $ticket->Create() is for it to convert LDAP style strings in the argument hash into the corresponding numeric ids before doing the actual database insert. If you look at the following, you will see that it does so in several cases, eg "Owner", "Queue", but fails to do so in the case of field "Creator", trying to insert 'DMuirduchann' instead of the corresponding numeric. I thought this might be because DMuirduchann is not a pre-existing user, but replacing DMuirduchann with FCHanny, which it correctly translates for other fields, yields the same error. See following: [Tue Nov 25 19:53:42 2008] [warning]: DBD::Oracle::st execute failed: ORA-01722: invalid number (DBD ERROR: error possibly near <*> indicator a t char 242 in 'INSERT INTO Tickets (Status, Queue, Started, Type, InitialPriority, Starts, id, LastUpdated, Subject, FinalPriority, Creator, Ow ner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (:p1, :p2, :p3, :p4, :p5, :p6, :p7, :p8, :p9, :p10, :<*>p11, :p12, :p13, :p14, :p1 5, :p16, :p17)') [for Statement "INSERT INTO Tickets (Status, Queue, Started, Type, InitialPriority, Starts, id, LastUpdated, Subject, FinalPri ority, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)" with ParamV alues: :p5='5', :p12='9824', :p8='2008-01-04 12:00:00', :p14='1970-01-01 00:00:00', :p10='1', :p13='1', :p16='5', :p2='50252', :p3='2007-11-28 12:00:00', :p6='1970-01-01 00:00:00', :p15='2007-11-28 12:00:00', :p1='open', :p7='57389', :p17='1970-01-01 00:00:00', :p4='ticket', :p9='Chg R eq 17830: Data Conflict error', :p11='DMuirduchann'] at /apps/rt/rt/perl/lib/5.8.5/DBIx/SearchBuilder/Handle.pm line 505. (/apps/rt/rt/perl/lib /5.8.5/DBIx/SearchBuilder/Handle.pm:505) Kenn LBNL From sturner at MIT.EDU Mon Dec 1 16:43:51 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 01 Dec 2008 16:43:51 -0500 Subject: [rt-users] RT error using API in program In-Reply-To: <4934520C.40509@lbl.gov> References: <4934520C.40509@lbl.gov> Message-ID: On Mon, 01 Dec 2008 16:07:24 -0500, Kenneth Crocker wrote: > To all, > > > We are writing a program to move an old legacy system into RT using > Perl/API. When we try to create a ticket we get an error on "creator". > > There appears to be a bug in the API. Normal behavior when I call > $ticket->Create() is for it to convert LDAP style strings in the > argument hash into the corresponding numeric ids before doing the actual > database insert. If you look at the following, you will see that it does > so in several cases, eg "Owner", "Queue", but fails to do so in the > case of field "Creator", trying to insert 'DMuirduchann' instead of the > corresponding numeric. I thought this might be because DMuirduchann is > not a pre-existing user, but replacing DMuirduchann with FCHanny, which > it correctly translates for other fields, yields the same error. See > following: > > > [Tue Nov 25 19:53:42 2008] [warning]: DBD::Oracle::st execute failed: > ORA-01722: invalid number (DBD ERROR: error possibly near <*> indicator a > t char 242 in 'INSERT INTO Tickets (Status, Queue, Started, Type, > InitialPriority, Starts, id, LastUpdated, Subject, FinalPriority, > Creator, Ow > ner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (:p1, :p2, > :p3, :p4, :p5, :p6, :p7, :p8, :p9, :p10, :<*>p11, :p12, :p13, :p14, :p1 > 5, :p16, :p17)') [for Statement "INSERT INTO Tickets (Status, Queue, > Started, Type, InitialPriority, Starts, id, LastUpdated, Subject, > FinalPri > ority, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) > VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)" with ParamV > alues: :p5='5', :p12='9824', :p8='2008-01-04 12:00:00', :p14='1970-01-01 > 00:00:00', :p10='1', :p13='1', :p16='5', :p2='50252', :p3='2007-11-28 > 12:00:00', :p6='1970-01-01 00:00:00', :p15='2007-11-28 12:00:00', > :p1='open', :p7='57389', :p17='1970-01-01 00:00:00', :p4='ticket', > :p9='Chg R > eq 17830: Data Conflict error', :p11='DMuirduchann'] at > /apps/rt/rt/perl/lib/5.8.5/DBIx/SearchBuilder/Handle.pm line 505. > (/apps/rt/rt/perl/lib > /5.8.5/DBIx/SearchBuilder/Handle.pm:505) > > Kenn, The ticket Create API doesn't convert creator name to id for you - you'll need to supply the creator's id instead of their username. This will entail looking up the User object by name before the ticket create. Steve > Kenn > LBNL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From philfromwork at gmail.com Mon Dec 1 17:21:17 2008 From: philfromwork at gmail.com (Phil Labonte) Date: Mon, 1 Dec 2008 17:21:17 -0500 Subject: [rt-users] RTFM lost custom field info maybe? Message-ID: Hello, I have a hardware crash and I reinstaled RT and imported all the data. Everything works fine. I installed RT 3.6.5 I also install RTFM 2.4.0 and the install worked fine too. I can see the articles of RTFM in RT but no the content. I guess the custom field info was not stored in the database? Anyway the hardware is pooched so I cannot get to any files. Does this seem like a good explanation? Does RTFM save any custom field info in the MySQL? Where are those files(if they exist) so I can back them up going forward? From jonathan at 23andme.com Mon Dec 1 17:25:58 2008 From: jonathan at 23andme.com (Jonathan Hansen) Date: Mon, 1 Dec 2008 14:25:58 -0800 Subject: [rt-users] Default groups Message-ID: <3784D575-2A42-4404-93D2-4F9F140CB4A7@23andme.com> So I am trying to do something kind of tricky and I hope someone here can point me to a resource to do this. I have accounts which are auto-created and authenticated via LDAP I would like any account created this way (used LDAP overlay from site) to belong to a group, and be privileged. It should reject addresses which have the @domain.com email, but aren't in the LDAP directory. Any other email not belonging to the domain should be created as an unprivileged user. Is this possible? What would it take? Thanks, Jonathan From stuart.browne at ausregistry.com.au Mon Dec 1 22:13:05 2008 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Tue, 2 Dec 2008 14:13:05 +1100 Subject: [rt-users] wiki homepage Message-ID: <8CEF048B9EC83748B1517DC64EA130FB0636EC0EDD@off-win2003-01.ausregistrygroup.local> Anybody know why it has a gaming log by 'harry1999' as its front page? Stuart J. Browne From stuart.browne at ausregistry.com.au Mon Dec 1 22:10:25 2008 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Tue, 2 Dec 2008 14:10:25 +1100 Subject: [rt-users] Getting current user's details in a Scrip Message-ID: <8CEF048B9EC83748B1517DC64EA130FB0636EC0ED9@off-win2003-01.ausregistrygroup.local> Hi, I'm trying to tie a specific custom field down to being modified only by a specific user, but can't figure out how to find out what user is actually logged in doing the action. Whenever I use $self->CurrentUser, it shows 'RT_System' instead of the user I'm logged in as, and the person isn't going to be the owner of the ticket. Anybody have any ideas? Stuart J. Browne From jacob.helwig at gmail.com Mon Dec 1 23:39:25 2008 From: jacob.helwig at gmail.com (Jacob Helwig) Date: Mon, 1 Dec 2008 20:39:25 -0800 Subject: [rt-users] wiki homepage In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB0636EC0EDD@off-win2003-01.ausregistrygroup.local> References: <8CEF048B9EC83748B1517DC64EA130FB0636EC0EDD@off-win2003-01.ausregistrygroup.local> Message-ID: <8c9a060812012039n50221datd6994d1c82b93790@mail.gmail.com> On Mon, Dec 1, 2008 at 19:13, Stuart Browne wrote: > Anybody know why it has a gaming log by 'harry1999' as its front page? > > Stuart J. Browne > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Because spammers have always been a problem on the wiki. From ruz at bestpractical.com Mon Dec 1 23:42:46 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 2 Dec 2008 07:42:46 +0300 Subject: [rt-users] Getting current user's details in a Scrip In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB0636EC0ED9@off-win2003-01.ausregistrygroup.local> References: <8CEF048B9EC83748B1517DC64EA130FB0636EC0ED9@off-win2003-01.ausregistrygroup.local> Message-ID: <589c94400812012042o213a5640n3f8690d18cc643dd@mail.gmail.com> $Transaction->CreatorObj On Tue, Dec 2, 2008 at 6:10 AM, Stuart Browne wrote: > Hi, > > I'm trying to tie a specific custom field down to being modified only by a specific user, but can't figure out how to find out what user is actually logged in doing the action. > > Whenever I use $self->CurrentUser, it shows 'RT_System' instead of the user I'm logged in as, and the person isn't going to be the owner of the ticket. > > Anybody have any ideas? > > Stuart J. Browne > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 JoopvandeWege at mococo.nl Tue Dec 2 03:23:05 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Tue, 02 Dec 2008 09:23:05 +0100 Subject: [rt-users] RTFM lost custom field info maybe? In-Reply-To: References: Message-ID: <4934F069.4030404@mococo.nl> Phil Labonte wrote: > Hello, > > I have a hardware crash and I reinstaled RT and imported all the data. > Everything works fine. > I installed RT 3.6.5 > I also install RTFM 2.4.0 and the install worked fine too. > I can see the articles of RTFM in RT but no the content. > > I guess the custom field info was not stored in the database? Anyway > the hardware is pooched so I cannot get to any files. > > Does this seem like a good explanation? > Does RTFM save any custom field info in the MySQL? > > In ObjectCustomFieldValues if I'm correct. > Where are those files(if they exist) so I can back them up going forward? > A backup of your rt3 database contains also RTFM. Joop From aperotti at cutaway.it Tue Dec 2 04:17:55 2008 From: aperotti at cutaway.it (Andrea Perotti) Date: Tue, 02 Dec 2008 10:17:55 +0100 Subject: [rt-users] Avoid Blank Subject in New Ticket In-Reply-To: <20081201142034.GA2708@easter-eggs.com> References: <4933EAB9.4010306@cutaway.it> <20081201142034.GA2708@easter-eggs.com> Message-ID: <4934FD43.10706@cutaway.it> Emmanuel Lacour ha scritto: > here is a plugin that does this: > > http://search.cpan.org/dist/RT-Extension-MandatorySubject/ Thanks Emmanuel, I was just looking for something like this! And thanks for the deb repo that you provide at http://rt.easter-eggs.org/debian : it has saved my day many times! cheers -- Andrea Perotti Cutaway S.r.l. c/o Seat PagineGialle email : aperotti at cutaway.it www : http://www.cutaway.it From depesz at depesz.com Tue Dec 2 04:34:37 2008 From: depesz at depesz.com (hubert depesz lubaczewski) Date: Tue, 2 Dec 2008 10:34:37 +0100 Subject: [rt-users] report - total worked time during given period of time Message-ID: <20081202093437.GB32037@depesz.com> hi, i need to make a report which will say what tickets in given queue given users worked on (last month), and how much time did he work on it. something like: user: x queue: y month: 2008-11 ticket #123 - 123 minutes ticket #344 - 20 minutes and so on. the problem is that, if user fills "worked" while registering transaction (comment/reply) - it's all simple. but sometimes people forget about filling the field, and it's just later on, he/she manually changes "Time Worked" in "Basics" screen of ticket. Is there any sane way to count total number of minutes per ticket, regardless on whether it was put as "worked" in transaction, or by changing "time worked" in ticket details? Best regards, depesz -- Linkedin: http://www.linkedin.com/in/depesz / blog: http://www.depesz.com/ jid/gtalk: depesz at depesz.com / aim:depeszhdl / skype:depesz_hdl / gg:6749007 From barnesaw at ucrwcu.rwc.uc.edu Tue Dec 2 08:30:17 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 02 Dec 2008 08:30:17 -0500 Subject: [rt-users] RTFM lost custom field info maybe? In-Reply-To: References: Message-ID: <49353869.9010308@ucrwcu.rwc.uc.edu> Were you at RTFM 2.4.0 before the hardware crash? It almost sounds like you missed an RTFM schema update. Phil Labonte wrote: > Hello, > > I have a hardware crash and I reinstaled RT and imported all the data. > Everything works fine. > I installed RT 3.6.5 > I also install RTFM 2.4.0 and the install worked fine too. > I can see the articles of RTFM in RT but no the content. > > I guess the custom field info was not stored in the database? Anyway > the hardware is pooched so I cannot get to any files. > > Does this seem like a good explanation? > Does RTFM save any custom field info in the MySQL? > > Where are those files(if they exist) so I can back them up going forward? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 alexyoung at scoutsolutions.co.uk Tue Dec 2 10:17:05 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Tue, 2 Dec 2008 15:17:05 -0000 Subject: [rt-users] Requestor autoresponse and resolve notifications broken (RT 3.8.1) Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64BD67AF@s-wor-e-001.SCOUTSOFFICE.local> I'm not sure how I have managed to break them, but somehow I have. Everyone can still create tickets but they no longer receive an email notification when they create the ticket or when a ticket is resolved. I had been editing some user rights with the Rights Matrix plug-in, but I can't find any rights that might cause this problem. This is on RT 3.8.1. All other emails send to the requestor with no problems, and they show up in the history. The notification emails don't even show up in the history, so it's unlikely to be a mail server issue. Anyone know what I may have done to cause this issue? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve.hopps at gmail.com Tue Dec 2 11:07:52 2008 From: steve.hopps at gmail.com (Steve Hopps) Date: Tue, 2 Dec 2008 10:07:52 -0600 Subject: [rt-users] Scrip works on tickets created via RT web interface but not via e-mail In-Reply-To: <7c086ee20812010851y638133ddm62d6b117eda1ce24@mail.gmail.com> References: <7c086ee20812010851y638133ddm62d6b117eda1ce24@mail.gmail.com> Message-ID: <7c086ee20812020807o70499ce3g972b2ed7b640e0ae@mail.gmail.com> I think I figured it out! Because Phonetag still attaches a .wav file, the body of the e-mail is not the first attachment, which is what my scrip was looking for. I don't know how to re-write that part but I'm digging through info now to find out. Of course if anyone can expedite that for me I would appreciate it, but hopefully this helps anyone who wants to do something similar :) - Steve On Mon, Dec 1, 2008 at 10:51 AM, Steve Hopps wrote: > Hi everyone, I'm trying to create a scrip that parses incoming e-mails and > rejects tickets with a certain phrase. I've got the scrip to work on all > tickets created in the queue via the RT web interface, but emails that come > into that queue still make it through. Does anybody know what I could be > missing that would cause it to work on tickets created via the web > interface, but not tickets created via e-mail? > Here's what I've got in the scrip: > ---------------------------------------------------- > Condition: User Defined > Action: User Defined > Template: Global template: Blank > Stage: TransactionCreate > > Custom Condition: > my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my > $Attachment = $Transaction->Attachments; my $AttFirst = $Attachment->First; > my $Content = $AttFirst->Content; my $test = 0; $test = 1 if (lc($Content) > =~ m/the caller hung up before leaving a message/i); if($test == 1) { return > 1; } return; > > Custom Action Prep: > $self->TicketObj->SetStatus( "rejected" ); return 1; > > Custom Action Cleanup: > return 1; > ---------------------------------------------------- > > I greatly appreciate any help, thanks! > > > -Steve > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Dec 2 11:25:33 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 2 Dec 2008 11:25:33 -0500 Subject: [rt-users] wiki homepage In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB0636EC0EDD@off-win2003-01.ausregistrygroup.local> References: <8CEF048B9EC83748B1517DC64EA130FB0636EC0EDD@off-win2003-01.ausregistrygroup.local> Message-ID: <20081202162533.GG6400@31b.local> On Tue 2.Dec'08 at 14:13:05 +1100, Stuart Browne wrote: > Anybody know why it has a gaming log by 'harry1999' as its front page? Because it's a wiki. The silver lining is that it's just as easy to fix as it is to deface. > > Stuart J. Browne > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From phil.labonte at transcore.com Tue Dec 2 13:33:29 2008 From: phil.labonte at transcore.com (Phil Labonte) Date: Tue, 2 Dec 2008 13:33:29 -0500 Subject: [rt-users] RTFM lost custom field info maybe? In-Reply-To: <49353869.9010308@ucrwcu.rwc.uc.edu> References: <49353869.9010308@ucrwcu.rwc.uc.edu> Message-ID: I checked and all the schema upgrades are installed. The issue is the custom fields are not assign to RTFM and the existing data in the database is not showing up in the RTFM articles... but I can see them in the database. On Tue, Dec 2, 2008 at 8:30 AM, Drew Barnes wrote: > Were you at RTFM 2.4.0 before the hardware crash? It almost sounds like you > missed an RTFM schema update. > > Phil Labonte wrote: >> >> Hello, >> >> I have a hardware crash and I reinstaled RT and imported all the data. >> Everything works fine. >> I installed RT 3.6.5 >> I also install RTFM 2.4.0 and the install worked fine too. >> I can see the articles of RTFM in RT but no the content. >> >> I guess the custom field info was not stored in the database? Anyway >> the hardware is pooched so I cannot get to any files. >> >> Does this seem like a good explanation? >> Does RTFM save any custom field info in the MySQL? >> >> Where are those files(if they exist) so I can back them up going forward? >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 barnesaw at ucrwcu.rwc.uc.edu Tue Dec 2 13:47:26 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 02 Dec 2008 13:47:26 -0500 Subject: [rt-users] RTFM lost custom field info maybe? In-Reply-To: References: <49353869.9010308@ucrwcu.rwc.uc.edu> Message-ID: <493582BE.2050308@ucrwcu.rwc.uc.edu> What was the version of RTFM with your old install? I can't remember everything I had to do the last time I upgraded but I remember schema changes and a migration script. Sorry I can't be of more direct help. Phil Labonte wrote: > I checked and all the schema upgrades are installed. > The issue is the custom fields are not assign to RTFM and the existing > data in the database is not showing up in the RTFM articles... but I > can see them in the database. > > > > On Tue, Dec 2, 2008 at 8:30 AM, Drew Barnes wrote: > >> Were you at RTFM 2.4.0 before the hardware crash? It almost sounds like you >> missed an RTFM schema update. >> >> Phil Labonte wrote: >> >>> Hello, >>> >>> I have a hardware crash and I reinstaled RT and imported all the data. >>> Everything works fine. >>> I installed RT 3.6.5 >>> I also install RTFM 2.4.0 and the install worked fine too. >>> I can see the articles of RTFM in RT but no the content. >>> >>> I guess the custom field info was not stored in the database? Anyway >>> the hardware is pooched so I cannot get to any files. >>> >>> Does this seem like a good explanation? >>> Does RTFM save any custom field info in the MySQL? >>> >>> Where are those files(if they exist) so I can back them up going forward? >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 From kmcdermo at purdue.edu Tue Dec 2 14:19:03 2008 From: kmcdermo at purdue.edu (Keith A McDermott) Date: Tue, 02 Dec 2008 14:19:03 -0500 Subject: [rt-users] ExternalAuth User creation in RT Message-ID: <49358A27.8080407@purdue.edu> Hi, I've got RT::Authen::ExternalAuth successfully working and it's validating my users against my LDAP server. I disabled (commented out) the disabled-user check as I'll tinker with that later - this is for testing for now. Anyway, my account can login to the web interface. Admittedly, I added the AutoCreate and WebExternalAuto after I'd already logged in once, but in the Users table in the RT3 database, I can see my account. However, it does not show up on the web interface so I cannot assign any rights to it. I have create-ticket security enabled for anyone so my account is able to create tickets and see them in the queue. On a side-note, I haven't gotten any email from the web-interface yet. I have yet to setup the procmail but it still should be able to send mail if I understand it corrrectly. Note: I do not know much about Perl so please take that into consideration in any reply which may require Perl modifications. :-) Thanks! Keith From phil.labonte at transcore.com Tue Dec 2 14:32:50 2008 From: phil.labonte at transcore.com (Phil Labonte) Date: Tue, 2 Dec 2008 14:32:50 -0500 Subject: [rt-users] RTFM 2.4.0 data not stored in the FM tables? Message-ID: I read the documentation on RTFM to figure out why my upgrade failed... It seems that the data I have for the custom fields is all stored in the FM tables under the rt3 database. But when I store some data in RTFM in a new article they are stored in the CustomField tables of the rt3 database and not the FM tables... Installed RTFM 2.4.0 and wanted to load it up with my old data from a 2.0 version of RTFM. After I intalled RTFM I ran the upgrade scripts on the existing database... Should I have done something differently? From barnesaw at ucrwcu.rwc.uc.edu Tue Dec 2 14:40:25 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 02 Dec 2008 14:40:25 -0500 Subject: [rt-users] RTFM 2.4.0 data not stored in the FM tables? In-Reply-To: References: Message-ID: <49358F29.70702@ucrwcu.rwc.uc.edu> I know there was a migration script in the sbin directory in the 2.2 release (not sure about 2.4). Check there on yours too. Phil Labonte wrote: > I read the documentation on RTFM to figure out why my upgrade failed... > > It seems that the data I have for the custom fields is all stored in > the FM tables under the rt3 database. > > But when I store some data in RTFM in a new article they are stored in > the CustomField tables of the rt3 database and not the FM tables... > > > Installed RTFM 2.4.0 and wanted to load it up with my old data from a > 2.0 version of RTFM. After I intalled RTFM I ran the upgrade scripts > on the existing database... > > Should I have done something differently? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 abendickson at gmail.com Tue Dec 2 14:46:30 2008 From: abendickson at gmail.com (Aaron Bendickson) Date: Tue, 2 Dec 2008 11:46:30 -0800 Subject: [rt-users] Session files being stored in /tmp instead of $PREFIX/var/session_data Message-ID: <69eb032c0812021146v75fc3b37oa85d1799d6b70b89@mail.gmail.com> I'm upgrading RT from 3.6.6 to 3.8.1. I've gotten most things working just fine, except for the fact that for some reason the Apache-Session files are being written to /tmp instead of ./var/session_data. I double checked permissions, and they are correct. In system configuration RT::MasonSessionDir is set to /usr/local/rt/var/session_data (as it should be) Am I missing something simple? -A From johann.stander at kaplan.com Tue Dec 2 15:17:54 2008 From: johann.stander at kaplan.com (JohannS) Date: Tue, 2 Dec 2008 12:17:54 -0800 (PST) Subject: [rt-users] Notification to new owner when case "take" In-Reply-To: <589c94400811221521m14ff73eftbf629e3b102846c7@mail.gmail.com> References: <20630794.post@talk.nabble.com> <589c94400811221521m14ff73eftbf629e3b102846c7@mail.gmail.com> Message-ID: <20800030.post@talk.nabble.com> Hi Ruslan. Thank you for the information, but i cannot seem to find the NotifyActor, is this is a custom action? Thanks Johann Ruslan Zakirov-2 wrote: > > NotifyActor > > On Sat, Nov 22, 2008 at 1:46 AM, JohannS > wrote: >> Hi. We have RT 3.8.6 currently installed. I am trying to setup a script >> that >> will notify the owner who just click the button "take", to assign the >> case >> to themselves. The normal script of condition "on create" or "on owner >> change" does not send an email to the new owner. However if you change >> the >> owner through the basics window the script is fired, but "Take" has some >> other kind of condition or flags. ANy help would be appreciated. Thanks >> Johann >> ________________________________ >> View this message in context: Notification to new owner when case "take" >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- View this message in context: http://www.nabble.com/Notification-to-new-owner-when-case-%22take%22-tp20630794p20800030.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Albert.Shih at obspm.fr Tue Dec 2 15:22:29 2008 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 2 Dec 2008 21:22:29 +0100 Subject: [rt-users] =?iso-8859-1?q?How_let_=ABanyone=BB_see_those_ticket?= =?iso-8859-1?q?=2E?= Message-ID: <20081202202229.GD58322@obspm.fr> Hi all I would like to known if they are any method to let some no rt_user (that's mean he don't have any account) to see a set of ticket (include the comments). For example I want to produce a reports with some ?sql? (like Created > xxxx and Status is resolved etc...) but with some link directly to the comments. Bests 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 2 d?c 2008 21:22:17 CET From KFCrocker at lbl.gov Tue Dec 2 15:40:58 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 02 Dec 2008 12:40:58 -0800 Subject: [rt-users] RT - API problem with Custom Fields Message-ID: <49359D5A.6020705@lbl.gov> TO all, We're having another problem with the API. According to http://wiki.bestpractical.com/view/CliBasics, Custom Fields on a Ticket can be populated via RT::Ticket->Create(). However, we have a Global CF called "Description" that is not being populated, and I suspect other custom fields are also being ignored, though supplied as arguments to Create(). Can anyone help? Thanks. Kenn LBNL From elacour at easter-eggs.com Tue Dec 2 15:55:41 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 2 Dec 2008 21:55:41 +0100 Subject: [rt-users] Notification to new owner when case "take" In-Reply-To: <20800030.post@talk.nabble.com> References: <20630794.post@talk.nabble.com> <589c94400811221521m14ff73eftbf629e3b102846c7@mail.gmail.com> <20800030.post@talk.nabble.com> Message-ID: <20081202205541.GB8111@easter-eggs.com> On Tue, Dec 02, 2008 at 12:17:54PM -0800, JohannS wrote: > > Hi Ruslan. > Thank you for the information, but i cannot seem to find the NotifyActor, is > this is a custom action? > It's an option in RT config file (RT_Config.pm), the comment assiociated explain it's meaning :) From jpierce at cambridgeenergyalliance.org Tue Dec 2 16:20:22 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 2 Dec 2008 16:20:22 -0500 Subject: [rt-users] RT - API problem with Custom Fields In-Reply-To: <49359D5A.6020705@lbl.gov> References: <49359D5A.6020705@lbl.gov> Message-ID: Are you still on 3.6, or 3.8? In 3.8 it's cf. rather than cf- -- Cambridge Energy Alliance: Save money. Save the planet. From steve.hopps at gmail.com Tue Dec 2 16:22:31 2008 From: steve.hopps at gmail.com (Steve Hopps) Date: Tue, 2 Dec 2008 15:22:31 -0600 Subject: [rt-users] Scrip works on tickets created via RT web interface but not via e-mail In-Reply-To: <7c086ee20812020807o70499ce3g972b2ed7b640e0ae@mail.gmail.com> References: <7c086ee20812010851y638133ddm62d6b117eda1ce24@mail.gmail.com> <7c086ee20812020807o70499ce3g972b2ed7b640e0ae@mail.gmail.com> Message-ID: <7c086ee20812021322x3db90c62td33291570ddebd8a@mail.gmail.com> Solved the problem, here is the custom condition I finally ended up with (borrowed liberally from other people's examples!) my $attachs = $self->TransactionObj->Attachments; my $attach; while( my $a = $attachs->Next ) { if( $a->ContentType eq 'text/plain' ){ $attach = $a; last } } my $content = $attach->Content; my $test = 0; $test = 1 if ($content =~ m/We're sorry, the caller hung up/i); if($test == 1) { return 1; } return; Hope someone finds this helpful! -Steve On Tue, Dec 2, 2008 at 10:07 AM, Steve Hopps wrote: > I think I figured it out! Because Phonetag still attaches a .wav file, the > body of the e-mail is not the first attachment, which is what my scrip was > looking for. > I don't know how to re-write that part but I'm digging through info now to > find out. Of course if anyone can expedite that for me I would appreciate > it, but hopefully this helps anyone who wants to do something similar :) > > - Steve > > > On Mon, Dec 1, 2008 at 10:51 AM, Steve Hopps wrote: > >> Hi everyone, I'm trying to create a scrip that parses incoming e-mails and >> rejects tickets with a certain phrase. I've got the scrip to work on all >> tickets created in the queue via the RT web interface, but emails that come >> into that queue still make it through. Does anybody know what I could be >> missing that would cause it to work on tickets created via the web >> interface, but not tickets created via e-mail? >> Here's what I've got in the scrip: >> ---------------------------------------------------- >> Condition: User Defined >> Action: User Defined >> Template: Global template: Blank >> Stage: TransactionCreate >> >> Custom Condition: >> my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my >> $Attachment = $Transaction->Attachments; my $AttFirst = $Attachment->First; >> my $Content = $AttFirst->Content; my $test = 0; $test = 1 if (lc($Content) >> =~ m/the caller hung up before leaving a message/i); if($test == 1) { return >> 1; } return; >> >> Custom Action Prep: >> $self->TicketObj->SetStatus( "rejected" ); return 1; >> >> Custom Action Cleanup: >> return 1; >> ---------------------------------------------------- >> >> I greatly appreciate any help, thanks! >> >> >> -Steve >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kmcdermo at purdue.edu Tue Dec 2 16:48:47 2008 From: kmcdermo at purdue.edu (Keith A McDermott) Date: Tue, 02 Dec 2008 16:48:47 -0500 Subject: [rt-users] [Solved] ExternalAuth User creation in RT In-Reply-To: <49358A27.8080407@purdue.edu> References: <49358A27.8080407@purdue.edu> Message-ID: <4935AD3F.3030507@purdue.edu> I found that the issue was in the order I did this in. I dropped the database and re-initialized it with the parameters set and now it's all working great as far as permissions. New users are showing up properly under "Users" in RT. Now to get the mail working... Keith McDermott Desktop Support Specialist - PCN Physics Department, Purdue University Web: http://www.physics.purdue.edu/pcn E-mail: kmcdermo at purdue.edu Phone: (765)496-2202 Address:525 Northwestern Avenue West Lafayette, IN 47907 Check out our new documentation at: http://www.physics.purdue.edu/PCN/doc/wiki Keith A McDermott wrote: > Hi, > > I've got RT::Authen::ExternalAuth successfully working and it's > validating my users against my LDAP server. I disabled (commented out) > the disabled-user check as I'll tinker with that later - this is for > testing for now. > > Anyway, my account can login to the web interface. Admittedly, I added > the AutoCreate and WebExternalAuto after I'd already logged in once, but > in the Users table in the RT3 database, I can see my account. However, > it does not show up on the web interface so I cannot assign any rights > to it. I have create-ticket security enabled for anyone so my account > is able to create tickets and see them in the queue. > > On a side-note, I haven't gotten any email from the web-interface yet. > I have yet to setup the procmail but it still should be able to send > mail if I understand it corrrectly. > > Note: I do not know much about Perl so please take that into > consideration in any reply which may require Perl modifications. :-) > > Thanks! > Keith > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From atsaloli.tech at gmail.com Tue Dec 2 17:22:48 2008 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Tue, 2 Dec 2008 14:22:48 -0800 Subject: [rt-users] installing RT with PostgreSQL yields "invalid privilege type USAGE for table" error Message-ID: Hi. I just downloaded rt-3.8.1 and am trying to install in on CentOS 5.2 with PostgreSQL 8.1.11 make initialize-database exists with error: Working with: Type: Pg Host: localhost Name: rt3 User: rt_user DBA: postgres 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 rt_user; ERROR: ERROR: invalid privilege type USAGE for table make: *** [initialize-database] Error 255 [root at hwd-ddc-app-prod01 rt-3.8.1]# So I re-ran this command as: rt3=# GRANT SELECT, UPDATE ON attachments_id_seq TO rt_user; GRANT rt3=# MySQL.com docs say "USAGE" is synonym for "no privileges". Does anybody know the PostgreSQL equivalent for "no priveleges", please? Best, Aleksey -- Aleksey Tsalolikhin UNIX System Administrator "I get stuff done!" http://www.lifesurvives.com/ From atsaloli.tech at gmail.com Tue Dec 2 17:27:03 2008 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Tue, 2 Dec 2008 14:27:03 -0800 Subject: [rt-users] installing RT with PostgreSQL yields "invalid privilege type USAGE for table" error In-Reply-To: References: Message-ID: I think I am OK... if anybody knows to the contrary, please let me know. rt3=# \du List of roles Role name | Superuser | Create role | Create DB | Connections | Member of -----------+-----------+-------------+-----------+-------------+----------- ... rt_user | no | no | no | no limit | (3 rows) rt3=# Best, Aleksey From ruz at bestpractical.com Tue Dec 2 17:36:32 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 3 Dec 2008 01:36:32 +0300 Subject: [rt-users] installing RT with PostgreSQL yields "invalid privilege type USAGE for table" error In-Reply-To: References: Message-ID: <589c94400812021436y7f23eba0l84e5bda26e8fa62f@mail.gmail.com> On Wed, Dec 3, 2008 at 1:22 AM, Aleksey Tsalolikhin wrote: > Hi. I just downloaded rt-3.8.1 and am trying to install in on CentOS > 5.2 with PostgreSQL 8.1.11 > > make initialize-database exists with error: > > Working with: > Type: Pg > Host: localhost > Name: rt3 > User: rt_user > DBA: postgres > 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 rt_user; USAGE for sequences has been added in Pg 8.2. Replace "GRANT USAGE, SELECT, UPDATE" with "GRANT SELECT, UPDATE" in etc/acl.Pg. > > ERROR: ERROR: invalid privilege type USAGE for table > > make: *** [initialize-database] Error 255 > [root at hwd-ddc-app-prod01 rt-3.8.1]# > > > So I re-ran this command as: > > rt3=# GRANT SELECT, UPDATE ON attachments_id_seq TO rt_user; > GRANT > rt3=# > > MySQL.com docs say "USAGE" is synonym for "no privileges". > > Does anybody know the PostgreSQL equivalent for "no priveleges", please? > > Best, > Aleksey > > -- > Aleksey Tsalolikhin > UNIX System Administrator > "I get stuff done!" > http://www.lifesurvives.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 Munsch at phillycarshare.org Tue Dec 2 17:51:09 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Tue, 2 Dec 2008 17:51:09 -0500 Subject: [rt-users] [Solved] ExternalAuth User creation in RT References: <49358A27.8080407@purdue.edu> <4935AD3F.3030507@purdue.edu> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D967A0@pcsexch.phillycarshare.loc> Not sure what your setup is, but if you're interested, I have mail working well (so far) with Exchange 2003 and Postfix. No fetchmail; all live-fire. It's ExternalAuth itself I can't seem to get working right. Got derailed into another project last week, but if my postfix / exchange setups would be useful to you, you're welcome to 'em. ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x138 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Keith A McDermott > Sent: Tuesday, December 02, 2008 4:49 PM > Cc: rt-users at lists.bestpractical.com > Subject: [rt-users] [Solved] ExternalAuth User creation in RT > > I found that the issue was in the order I did this in. I dropped the > database and re-initialized it with the parameters set and now it's all > working great as far as permissions. New users are showing up properly > under "Users" in RT. > > Now to get the mail working... > > Keith McDermott > Desktop Support Specialist - PCN > Physics Department, Purdue University > > Web: http://www.physics.purdue.edu/pcn > E-mail: kmcdermo at purdue.edu > Phone: (765)496-2202 > Address:525 Northwestern Avenue > West Lafayette, IN 47907 > > Check out our new documentation at: > http://www.physics.purdue.edu/PCN/doc/wiki > > > > Keith A McDermott wrote: > > Hi, > > > > I've got RT::Authen::ExternalAuth successfully working and it's > > validating my users against my LDAP server. I disabled (commented out) > > the disabled-user check as I'll tinker with that later - this is for > > testing for now. > > > > Anyway, my account can login to the web interface. Admittedly, I added > > the AutoCreate and WebExternalAuto after I'd already logged in once, but > > in the Users table in the RT3 database, I can see my account. However, > > it does not show up on the web interface so I cannot assign any rights > > to it. I have create-ticket security enabled for anyone so my account > > is able to create tickets and see them in the queue. > > > > On a side-note, I haven't gotten any email from the web-interface yet. > > I have yet to setup the procmail but it still should be able to send > > mail if I understand it corrrectly. > > > > Note: I do not know much about Perl so please take that into > > consideration in any reply which may require Perl modifications. :-) > > > > Thanks! > > Keith > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From atsaloli.tech at gmail.com Tue Dec 2 17:52:00 2008 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Tue, 2 Dec 2008 14:52:00 -0800 Subject: [rt-users] installing RT with PostgreSQL yields "invalid privilege type USAGE for table" error In-Reply-To: <589c94400812021436y7f23eba0l84e5bda26e8fa62f@mail.gmail.com> References: <589c94400812021436y7f23eba0l84e5bda26e8fa62f@mail.gmail.com> Message-ID: On Tue, Dec 2, 2008 at 2:36 PM, Ruslan Zakirov wrote: > > USAGE for sequences has been added in Pg 8.2. Replace "GRANT USAGE, > SELECT, UPDATE" with "GRANT SELECT, UPDATE" in etc/acl.Pg. Thanks, Ruslan! that's what I did. But now I get HTTP 500 internal server error when I try to access my RT for the first time. My httpd error log reads: DBD::Pg::st execute failed: ERROR: permission denied for relation users at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. RT::Handle=HASH(0x2aea5f3f0590) couldn't execute the query 'SELECT * FROM Users WHERE LOWER(Name) = LOWER(?)' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 Please advise? Thanks, Aleksey From Gary.Greene at minervanetworks.com Tue Dec 2 18:24:22 2008 From: Gary.Greene at minervanetworks.com (Gary Greene) Date: Tue, 2 Dec 2008 15:24:22 -0800 Subject: [rt-users] [Solved] ExternalAuth User creation in RT In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18D967A0@pcsexch.phillycarshare.loc> References: <49358A27.8080407@purdue.edu> <4935AD3F.3030507@purdue.edu> <112A77B7EB8C584FBD7F05CA4B499D18D967A0@pcsexch.phillycarshare.loc> Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B01AA0B65@scmail-00.minervanetworks.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Robert Munsch > Sent: Tuesday, December 02, 2008 2:51 PM > To: Keith A McDermott > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] [Solved] ExternalAuth User creation in RT > > Not sure what your setup is, but if you're interested, I have > mail working well (so far) with Exchange 2003 and Postfix. > No fetchmail; all live-fire. > > It's ExternalAuth itself I can't seem to get working right. > Got derailed into another project last week, but if my > postfix / exchange setups would be useful to you, you're > welcome to 'em. I'm interested in your configuration for Exchange, since I'm running it here and am setting up RT 3.8.1. I'll be digging into ExternalAuth later this week for the AD setup, but getting the mailer working would be nice. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Tel: (408) 240-1239 Cell: (650) 704-6633 > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Keith A McDermott > > Sent: Tuesday, December 02, 2008 4:49 PM > > Cc: rt-users at lists.bestpractical.com > > Subject: [rt-users] [Solved] ExternalAuth User creation in RT > > > > I found that the issue was in the order I did this in. I > dropped the > > database and re-initialized it with the parameters set and now it's > all > > working great as far as permissions. New users are showing up > properly > > under "Users" in RT. > > > > Now to get the mail working... > > > > Keith McDermott > > Desktop Support Specialist - PCN > > Physics Department, Purdue University > > > > Web: http://www.physics.purdue.edu/pcn > > E-mail: kmcdermo at purdue.edu > > Phone: (765)496-2202 > > Address:525 Northwestern Avenue > > West Lafayette, IN 47907 > > > > Check out our new documentation at: > > http://www.physics.purdue.edu/PCN/doc/wiki > > > > > > > > Keith A McDermott wrote: > > > Hi, > > > > > > I've got RT::Authen::ExternalAuth successfully working and it's > > > validating my users against my LDAP server. I disabled (commented > out) > > > the disabled-user check as I'll tinker with that later - > this is for > > > testing for now. > > > > > > Anyway, my account can login to the web interface. Admittedly, I > added > > > the AutoCreate and WebExternalAuto after I'd already > logged in once, > but > > > in the Users table in the RT3 database, I can see my account. > However, > > > it does not show up on the web interface so I cannot assign any > rights > > > to it. I have create-ticket security enabled for anyone so my > account > > > is able to create tickets and see them in the queue. > > > > > > On a side-note, I haven't gotten any email from the web-interface > yet. > > > I have yet to setup the procmail but it still should be > able to send > > > mail if I understand it corrrectly. > > > > > > Note: I do not know much about Perl so please take that into > > > consideration in any reply which may require Perl modifications. > :-) > > > > > > Thanks! > > > Keith > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com Commercial support: > > > sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales 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 Tue Dec 2 18:57:07 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 3 Dec 2008 02:57:07 +0300 Subject: [rt-users] installing RT with PostgreSQL yields "invalid privilege type USAGE for table" error In-Reply-To: References: <589c94400812021436y7f23eba0l84e5bda26e8fa62f@mail.gmail.com> Message-ID: <589c94400812021557j7ad4ac33g869cce5c4f970d83@mail.gmail.com> You did something wrong. Either start over with patched acl.Pg file or in Pg client grant SELECT/CREATE/UPDATE/DELETE rights to rt_user on all tables in RT DB. On Wed, Dec 3, 2008 at 1:52 AM, Aleksey Tsalolikhin wrote: > On Tue, Dec 2, 2008 at 2:36 PM, Ruslan Zakirov wrote: >> >> USAGE for sequences has been added in Pg 8.2. Replace "GRANT USAGE, >> SELECT, UPDATE" with "GRANT SELECT, UPDATE" in etc/acl.Pg. > > Thanks, Ruslan! that's what I did. But now I get HTTP 500 internal > server error when I try to access my RT for the first time. > > My httpd error log reads: > > DBD::Pg::st execute failed: ERROR: permission denied for relation > users at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm > line 505. > RT::Handle=HASH(0x2aea5f3f0590) couldn't execute the query 'SELECT * > FROM Users WHERE LOWER(Name) = LOWER(?)' at > /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 > > Please advise? > > Thanks, > Aleksey > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 atsaloli.tech at gmail.com Tue Dec 2 19:27:24 2008 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Tue, 2 Dec 2008 16:27:24 -0800 Subject: [rt-users] installing RT with PostgreSQL yields "invalid privilege type USAGE for table" error In-Reply-To: <589c94400812021557j7ad4ac33g869cce5c4f970d83@mail.gmail.com> References: <589c94400812021436y7f23eba0l84e5bda26e8fa62f@mail.gmail.com> <589c94400812021557j7ad4ac33g869cce5c4f970d83@mail.gmail.com> Message-ID: THANK YOU. I am up now! Best, Aleksey On Tue, Dec 2, 2008 at 3:57 PM, Ruslan Zakirov wrote: > You did something wrong. Either start over with patched acl.Pg file or > in Pg client grant SELECT/CREATE/UPDATE/DELETE rights to rt_user on > all tables in RT DB. > > On Wed, Dec 3, 2008 at 1:52 AM, Aleksey Tsalolikhin > wrote: >> On Tue, Dec 2, 2008 at 2:36 PM, Ruslan Zakirov wrote: >>> >>> USAGE for sequences has been added in Pg 8.2. Replace "GRANT USAGE, >>> SELECT, UPDATE" with "GRANT SELECT, UPDATE" in etc/acl.Pg. >> >> Thanks, Ruslan! that's what I did. But now I get HTTP 500 internal >> server error when I try to access my RT for the first time. >> >> My httpd error log reads: >> >> DBD::Pg::st execute failed: ERROR: permission denied for relation >> users at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm >> line 505. >> RT::Handle=HASH(0x2aea5f3f0590) couldn't execute the query 'SELECT * >> FROM Users WHERE LOWER(Name) = LOWER(?)' at >> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 >> >> Please advise? >> >> Thanks, >> Aleksey >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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. > -- Aleksey Tsalolikhin UNIX System Administrator "I get stuff done!" http://www.lifesurvives.com/ From atsaloli.tech at gmail.com Tue Dec 2 19:52:05 2008 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Tue, 2 Dec 2008 16:52:05 -0800 Subject: [rt-users] what's the username to log in? root/password does not work Message-ID: Hi. Did the root password change from 'password' ? I cannot log in... I am trying "root" with password "password" as per the docs, but I am getting "Your username or password is incorrect" In httpd logs, I see HTTP 200 OK, "POST /rt/ HTTP/1.1" 200 What's happening, please? -- Aleksey Tsalolikhin UNIX System Administrator "I get stuff done!" http://www.lifesurvives.com/ From atsaloli.tech at gmail.com Tue Dec 2 20:01:59 2008 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Tue, 2 Dec 2008 17:01:59 -0800 Subject: [rt-users] what's the username to log in? root/password does not work In-Reply-To: References: Message-ID: [Wed Dec 3 01:02:28 2008] [warning]: DBD::Pg::st execute failed: ERROR: permission denied for relation sessions at /usr/lib/perl5/site_perl/5.8.8/Apache/Session/Store/DBI.pm line 44. (/usr/lib/perl5/site_perl/5.8.8/Apache/Session/Store/DBI.pm:44) I did grant SELECT on all tables to rt_user any suggestions? On Tue, Dec 2, 2008 at 4:52 PM, Aleksey Tsalolikhin wrote: > Hi. Did the root password change from 'password' ? I cannot log > in... I am trying "root" with password "password" as per the docs, > but I am getting "Your username or password is incorrect" > > In httpd logs, I see HTTP 200 OK, "POST /rt/ HTTP/1.1" 200 > > What's happening, please? > > -- > Aleksey Tsalolikhin > UNIX System Administrator > "I get stuff done!" > http://www.lifesurvives.com/ > -- Aleksey Tsalolikhin UNIX System Administrator "I get stuff done!" http://www.lifesurvives.com/ From ges at wingfoot.org Tue Dec 2 20:04:43 2008 From: ges at wingfoot.org (Glenn Sieb) Date: Tue, 02 Dec 2008 20:04:43 -0500 Subject: [rt-users] what's the username to log in? root/password does not work In-Reply-To: References: Message-ID: <4935DB2B.2070000@wingfoot.org> Aleksey Tsalolikhin said the following on 12/2/08 8:01 PM: > [Wed Dec 3 01:02:28 2008] [warning]: DBD::Pg::st execute failed: > ERROR: permission denied for relation sessions at > /usr/lib/perl5/site_perl/5.8.8/Apache/Session/Store/DBI.pm line 44. > (/usr/lib/perl5/site_perl/5.8.8/Apache/Session/Store/DBI.pm:44) > > > I did grant SELECT on all tables to rt_user > > any suggestions? > rt_user should have *all* permissions on the tables--it is, after all, the user controlling the database. Best, --Glenn -- ...destination is merely a byproduct of the journey --Eric Hansen From atsaloli.tech at gmail.com Tue Dec 2 20:21:53 2008 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Tue, 2 Dec 2008 17:21:53 -0800 Subject: [rt-users] what's the username to log in? root/password does not work In-Reply-To: <4935DB2B.2070000@wingfoot.org> References: <4935DB2B.2070000@wingfoot.org> Message-ID: On Tue, Dec 2, 2008 at 5:04 PM, Glenn Sieb wrote: > > rt_user should have *all* permissions on the tables--it is, after all, > the user controlling the database. Thanks, Glenn. Here is what I ran. Did I miss anything? I tried putting in CREATE as Ruslan suggested but had to take it out as Postgres said "ERROR: invalid privilege type CREATE for table" So here is what I did run: \connect rt3; GRANT SELECT, UPDATE, DELETE on attachments_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on Attachments TO rt_user; GRANT SELECT, UPDATE, DELETE on Attributes TO rt_user; GRANT SELECT, UPDATE, DELETE on attributes_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on queues_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on Queues TO rt_user; GRANT SELECT, UPDATE, DELETE on links_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on Links TO rt_user; GRANT SELECT, UPDATE, DELETE on principals_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on Principals TO rt_user; GRANT SELECT, UPDATE, DELETE on groups_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on Groups TO rt_user; GRANT SELECT, UPDATE, DELETE on scripconditions_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on ScripConditions TO rt_user; GRANT SELECT, UPDATE, DELETE on transactions_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on Transactions TO rt_user; GRANT SELECT, UPDATE, DELETE on scrips_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on Scrips TO rt_user; GRANT SELECT, UPDATE, DELETE on acl_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on ACL TO rt_user; GRANT SELECT, UPDATE, DELETE on groupmembers_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on GroupMembers TO rt_user; GRANT SELECT, UPDATE, DELETE on cachedgroupmembers_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on CachedGroupMembers TO rt_user; GRANT SELECT, UPDATE, DELETE on users_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on Users TO rt_user; GRANT SELECT, UPDATE, DELETE on tickets_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on Tickets TO rt_user; GRANT SELECT, UPDATE, DELETE on scripactions_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on ScripActions TO rt_user; GRANT SELECT, UPDATE, DELETE on templates_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on Templates TO rt_user; GRANT SELECT, UPDATE, DELETE on objectcustomfieldvalues_id_s TO rt_user; GRANT SELECT, UPDATE, DELETE on ObjectCustomFieldValues TO rt_user; GRANT SELECT, UPDATE, DELETE on customfields_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on CustomFields TO rt_user; GRANT SELECT, UPDATE, DELETE on objectcustomfields_id_s TO rt_user; GRANT SELECT, UPDATE, DELETE on ObjectCustomFields TO rt_user; GRANT SELECT, UPDATE, DELETE on customfieldvalues_id_seq TO rt_user; GRANT SELECT, UPDATE, DELETE on CustomFieldValues TO rt_user; GRANT SELECT, UPDATE, DELETE on sessions TO rt_user; Thanks, Aleksey From ruz at bestpractical.com Tue Dec 2 20:33:08 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 3 Dec 2008 04:33:08 +0300 Subject: [rt-users] what's the username to log in? root/password does not work In-Reply-To: References: <4935DB2B.2070000@wingfoot.org> Message-ID: <589c94400812021733x1e0b4f22mcdaad14ce5d3da6f@mail.gmail.com> On Wed, Dec 3, 2008 at 4:21 AM, Aleksey Tsalolikhin wrote: > On Tue, Dec 2, 2008 at 5:04 PM, Glenn Sieb wrote: >> >> rt_user should have *all* permissions on the tables--it is, after all, >> the user controlling the database. > > Thanks, Glenn. Here is what I ran. Did I miss anything? > I tried putting in CREATE as Ruslan suggested but had to take > it out as Postgres said "ERROR: invalid privilege type CREATE for table" Sorry, it should be INSERT instead of CREATE. > > So here is what I did run: > > \connect rt3; > GRANT SELECT, UPDATE, DELETE on attachments_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on Attachments TO rt_user; > GRANT SELECT, UPDATE, DELETE on Attributes TO rt_user; > GRANT SELECT, UPDATE, DELETE on attributes_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on queues_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on Queues TO rt_user; > GRANT SELECT, UPDATE, DELETE on links_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on Links TO rt_user; > GRANT SELECT, UPDATE, DELETE on principals_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on Principals TO rt_user; > GRANT SELECT, UPDATE, DELETE on groups_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on Groups TO rt_user; > GRANT SELECT, UPDATE, DELETE on scripconditions_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on ScripConditions TO rt_user; > GRANT SELECT, UPDATE, DELETE on transactions_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on Transactions TO rt_user; > GRANT SELECT, UPDATE, DELETE on scrips_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on Scrips TO rt_user; > GRANT SELECT, UPDATE, DELETE on acl_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on ACL TO rt_user; > GRANT SELECT, UPDATE, DELETE on groupmembers_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on GroupMembers TO rt_user; > GRANT SELECT, UPDATE, DELETE on cachedgroupmembers_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on CachedGroupMembers TO rt_user; > GRANT SELECT, UPDATE, DELETE on users_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on Users TO rt_user; > GRANT SELECT, UPDATE, DELETE on tickets_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on Tickets TO rt_user; > GRANT SELECT, UPDATE, DELETE on scripactions_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on ScripActions TO rt_user; > GRANT SELECT, UPDATE, DELETE on templates_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on Templates TO rt_user; > GRANT SELECT, UPDATE, DELETE on objectcustomfieldvalues_id_s TO rt_user; > GRANT SELECT, UPDATE, DELETE on ObjectCustomFieldValues TO rt_user; > GRANT SELECT, UPDATE, DELETE on customfields_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on CustomFields TO rt_user; > GRANT SELECT, UPDATE, DELETE on objectcustomfields_id_s TO rt_user; > GRANT SELECT, UPDATE, DELETE on ObjectCustomFields TO rt_user; > GRANT SELECT, UPDATE, DELETE on customfieldvalues_id_seq TO rt_user; > GRANT SELECT, UPDATE, DELETE on CustomFieldValues TO rt_user; > GRANT SELECT, UPDATE, DELETE on sessions TO rt_user; > > Thanks, > Aleksey > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Tue Dec 2 20:37:16 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 3 Dec 2008 04:37:16 +0300 Subject: [rt-users] installing RT with PostgreSQL yields "invalid privilege type USAGE for table" error In-Reply-To: References: <589c94400812021436y7f23eba0l84e5bda26e8fa62f@mail.gmail.com> <589c94400812021557j7ad4ac33g869cce5c4f970d83@mail.gmail.com> Message-ID: <589c94400812021737q6859fbe5jef7b305177684334@mail.gmail.com> This has been fixed in the repository. RT 3.8.2 will have two acl.Pg files: acl.Pg and acl.Pg-8.2 for different Pg versions. On Wed, Dec 3, 2008 at 3:27 AM, Aleksey Tsalolikhin wrote: > THANK YOU. I am up now! > > Best, > Aleksey > > On Tue, Dec 2, 2008 at 3:57 PM, Ruslan Zakirov wrote: >> You did something wrong. Either start over with patched acl.Pg file or >> in Pg client grant SELECT/CREATE/UPDATE/DELETE rights to rt_user on >> all tables in RT DB. >> >> On Wed, Dec 3, 2008 at 1:52 AM, Aleksey Tsalolikhin >> wrote: >>> On Tue, Dec 2, 2008 at 2:36 PM, Ruslan Zakirov wrote: >>>> >>>> USAGE for sequences has been added in Pg 8.2. Replace "GRANT USAGE, >>>> SELECT, UPDATE" with "GRANT SELECT, UPDATE" in etc/acl.Pg. >>> >>> Thanks, Ruslan! that's what I did. But now I get HTTP 500 internal >>> server error when I try to access my RT for the first time. >>> >>> My httpd error log reads: >>> >>> DBD::Pg::st execute failed: ERROR: permission denied for relation >>> users at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm >>> line 505. >>> RT::Handle=HASH(0x2aea5f3f0590) couldn't execute the query 'SELECT * >>> FROM Users WHERE LOWER(Name) = LOWER(?)' at >>> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 >>> >>> Please advise? >>> >>> Thanks, >>> Aleksey >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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. >> > > > > -- > Aleksey Tsalolikhin > UNIX System Administrator > "I get stuff done!" > http://www.lifesurvives.com/ > -- Best regards, Ruslan. From atsaloli.tech at gmail.com Tue Dec 2 21:25:15 2008 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Tue, 2 Dec 2008 18:25:15 -0800 Subject: [rt-users] what's the username to log in? root/password does not work In-Reply-To: <589c94400812021818p4112352cw5b98f019807da72c@mail.gmail.com> References: <4935DB2B.2070000@wingfoot.org> <589c94400812021733x1e0b4f22mcdaad14ce5d3da6f@mail.gmail.com> <589c94400812021811u531aff9dt54a3edf6dd9f6137@mail.gmail.com> <589c94400812021818p4112352cw5b98f019807da72c@mail.gmail.com> Message-ID: Woo-hoo! That did it! So to summarize, for anybody reading this in the list archives, the solution was to remove USAGE from etc/acl.Pg and then to re-run "make init" and "make initdb". Thanks!! Aleksey On Tue, Dec 2, 2008 at 6:18 PM, Ruslan Zakirov wrote: > do make install, files for init step are used from destination dir. > > On Wed, Dec 3, 2008 at 5:14 AM, Aleksey Tsalolikhin > wrote: >> On Tue, Dec 2, 2008 at 6:11 PM, Ruslan Zakirov wrote: >>> As you stopped at ACL step during initialization of the DB then your >>> DB just has no data. >> >> >> Ok. That makes sense. I tried updating etc/acl.Pg as you suggested >> but my make still fails: >> >> [root at hwd-ddc-app-prod01 rt-3.8.1]# grep GRANT etc/acl.Pg >> push @acls, "GRANT SELECT, UPDATE ON $table TO $db_user;" >> push @acls, "GRANT SELECT, INSERT, UPDATE, DELETE ON >> $table TO $db_user;" >> [root at hwd-ddc-app-prod01 rt-3.8.1]# >> >> [root at hwd-ddc-app-prod01 rt-3.8.1]# make initdb >> /usr/bin/perl sbin/rt-setup-database --action init --dba postgres >> --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 postgres >> 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: rt_user >> DBA: postgres >> 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 rt_user; >> >> ERROR: ERROR: invalid privilege type USAGE for table >> >> make: *** [initialize-database] Error 255 >> [root at hwd-ddc-app-prod01 rt-3.8.1]# >> >> >> >> What gives? Where is it getting USAGE? >> >> Thanks, >> Aleksey >> > > > > -- > Best regards, Ruslan. > -- Aleksey Tsalolikhin UNIX System Administrator "I get stuff done!" http://www.lifesurvives.com/ From weser at osp-dd.de Wed Dec 3 04:18:19 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Wed, 03 Dec 2008 10:18:19 +0100 Subject: [rt-users] small bug in SearchResults-XLS In-Reply-To: References: <4935DB2B.2070000@wingfoot.org> <589c94400812021733x1e0b4f22mcdaad14ce5d3da6f@mail.gmail.com> <589c94400812021811u531aff9dt54a3edf6dd9f6137@mail.gmail.com> <589c94400812021818p4112352cw5b98f019807da72c@mail.gmail.com> Message-ID: <49364EDB.8040500@osp-dd.de> Dear list, dear Emmanuel, today I used cpan (cpan -i RT::Extension::SearchResults::XLS) to install SearchResults-XLS to one of our RT instances (RT v3.6.6, Apache/2.2.3, Perl v5.8.8 on a SUSE Linux Enterprise Server 10). After that I got some error messages (see below my posting). Looks like RT::Handle::cmp_version is not known in RT 3.6.6 yet. As small workaround it was sufficient, to comment out the condition in the callback: % #if (RT::Handle::cmp_version( '3.8.1', $RT::VERSION ) > 0 ) { XLS % #} Maybe you can have a look at this. Best regards, Ben *error:* Undefined subroutine &RT::Handle::cmp_version called at /opt/rt3/share/html/Callbacks/Results-XLS/Search/Results.html/SearchActions line 3. *context:* *1:* % # Don't display this callback if our RT Version contains the new ResultsView *2:* % # AfterTools Callback *3:* % if (RT::Handle::cmp_version( '3.8.1', $RT::VERSION ) > 0 ) { *4:* XLS *5:* % } *6:* <%ARGS> *7:* $QueryString => undef *...* *code stack:* /opt/rt3/share/html/Callbacks/Results-XLS/Search/Results.html/SearchActions:3 /opt/rt3/share/html/Elements/Callback:85 /opt/rt3/share/html/Search/Results.html:94 /opt/rt3/share/html/Search/Build.html:783 /opt/rt3/share/html/autohandler:291 Undefined subroutine &RT::Handle::cmp_version called at /opt/rt3/share/html/Callbacks/Results-XLS/Search/Results.html/SearchActions line 3. -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Dec 3 04:47:53 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 3 Dec 2008 10:47:53 +0100 Subject: [rt-users] small bug in SearchResults-XLS In-Reply-To: <49364EDB.8040500@osp-dd.de> References: <4935DB2B.2070000@wingfoot.org> <589c94400812021733x1e0b4f22mcdaad14ce5d3da6f@mail.gmail.com> <589c94400812021811u531aff9dt54a3edf6dd9f6137@mail.gmail.com> <589c94400812021818p4112352cw5b98f019807da72c@mail.gmail.com> <49364EDB.8040500@osp-dd.de> Message-ID: <20081203094752.GA3653@easter-eggs.com> On Wed, Dec 03, 2008 at 10:18:19AM +0100, Benjamin Weser wrote: > Dear list, dear Emmanuel, > > today I used cpan (cpan -i RT::Extension::SearchResults::XLS) to install > SearchResults-XLS to one of our RT instances (RT v3.6.6, Apache/2.2.3, > Perl v5.8.8 on a SUSE Linux Enterprise Server 10). > > After that I got some error messages (see below my posting). > Looks like RT::Handle::cmp_version is not known in RT 3.6.6 yet. As > small workaround it was sufficient, to comment out the condition in the > callback: > % #if (RT::Handle::cmp_version( '3.8.1', $RT::VERSION ) > 0 ) { > XLS > % #} Yep, cmp_version exists only in 3.8.x. > > Maybe you can have a look at this. > Well, latest version was updated to fit 3.8.x without concern about 3.6 :/. For 3.6.x you should use 0.02. RT::Extension::SearchResults::XLS follow the evolution of Results.tsv code and so I cannot be sure that it is backward compatible between major versions. I promise to add information on RT version dependency in next uploads ;) From sttr at nextgentel.com Wed Dec 3 04:37:29 2008 From: sttr at nextgentel.com (Steffen Tronstad) Date: Wed, 3 Dec 2008 10:37:29 +0100 Subject: [rt-users] Won't change rtname Message-ID: I've changed $rtname in RT_SiteConfig and even RT_Config, but my outgoing emails still tags themselves with There is no need to reply to this message right now. Your ticket has been assigned an ID of [www.veryverylongdomainname.no #7]. Is there any other place I need to change this string? Med vennlig hilsen / with kind regards Steffen Tronstad P please don't print this e-mail unless you really need to. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sttr at nextgentel.com Wed Dec 3 04:57:59 2008 From: sttr at nextgentel.com (Steffen Tronstad) Date: Wed, 3 Dec 2008 10:57:59 +0100 Subject: [rt-users] Install norwegian language file Message-ID: I've installed RT using apt-get on Debian Etch. I see there is a fairly good translation into Norwegian for the released version, but I can not find where to put the languagefile, and where to select what language the system should be using. Can anyone give me some guidance? :-) Med vennlig hilsen / with kind regards Steffen Tronstad BroadPark Games drift/design NextGenTel AS, part of TeliaSonera Group Tlf: +47 466 988 46 Mail: sttr at nextgentel.com P please don't print this e-mail unless you really need to. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kmcdermo at purdue.edu Wed Dec 3 09:22:33 2008 From: kmcdermo at purdue.edu (Keith A McDermott) Date: Wed, 03 Dec 2008 09:22:33 -0500 Subject: [rt-users] Convert Bugzilla to RT3 Message-ID: <49369629.5000106@purdue.edu> I saw the post liked below on the list from a few years ago but was wondering if this was still relevant for newer (3.8.1) builds of RT. I didn't want to go and mess up my database unless someone has used it or knows of something else that may work better. http://www.gossamer-threads.com/lists/rt/users/53073 I've got a bugzilla install that served as a ticketing system for the last 5+ years and we're moving to Request Tracker now. Thanks, Keith -- Keith McDermott Desktop Support Specialist - PCN Physics Department, Purdue University Web: http://www.physics.purdue.edu/pcn E-mail: kmcdermo at purdue.edu Phone: (765)496-2202 Address:525 Northwestern Avenue West Lafayette, IN 47907 Check out our new documentation at: http://www.physics.purdue.edu/PCN/doc/wiki From kmcdermo at purdue.edu Wed Dec 3 09:24:39 2008 From: kmcdermo at purdue.edu (Keith A McDermott) Date: Wed, 03 Dec 2008 09:24:39 -0500 Subject: [rt-users] [Solved] ExternalAuth User creation in RT In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18D967A0@pcsexch.phillycarshare.loc> References: <112A77B7EB8C584FBD7F05CA4B499D18D967A0@pcsexch.phillycarshare.loc> Message-ID: <493696A7.8020506@purdue.edu> I'm going to be using this with procmail, but it could be nice anyway to see as a starting point. Keith McDermott Desktop Support Specialist - PCN Physics Department, Purdue University Web: http://www.physics.purdue.edu/pcn E-mail: kmcdermo at purdue.edu Phone: (765)496-2202 Address:525 Northwestern Avenue West Lafayette, IN 47907 Check out our new documentation at: http://www.physics.purdue.edu/PCN/doc/wiki Robert Munsch wrote: > > Not sure what your setup is, but if you're interested, I have mail > working well (so far) with Exchange 2003 and Postfix. No fetchmail; all > live-fire. > > It's ExternalAuth itself I can't seem to get working right. Got > derailed into another project last week, but if my postfix / exchange > setups would be useful to you, you're welcome to 'em. > > ------------------------ > Rob Munsch > IT Administrator > http://www.PhillyCarShare.org > Our wheels. Your freedom. > 215-730-0988 x138 > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Keith A McDermott > > Sent: Tuesday, December 02, 2008 4:49 PM > > Cc: rt-users at lists.bestpractical.com > > Subject: [rt-users] [Solved] ExternalAuth User creation in RT > > > > I found that the issue was in the order I did this in. I dropped the > > database and re-initialized it with the parameters set and now it's > all > > working great as far as permissions. New users are showing up > properly > > under "Users" in RT. > > > > Now to get the mail working... > > > > Keith McDermott > > Desktop Support Specialist - PCN > > Physics Department, Purdue University > > > > Web: http://www.physics.purdue.edu/pcn > > E-mail: kmcdermo at purdue.edu > > Phone: (765)496-2202 > > Address:525 Northwestern Avenue > > West Lafayette, IN 47907 > > > > Check out our new documentation at: > > http://www.physics.purdue.edu/PCN/doc/wiki > > > > > > > > Keith A McDermott wrote: > > > Hi, > > > > > > I've got RT::Authen::ExternalAuth successfully working and it's > > > validating my users against my LDAP server. I disabled (commented > out) > > > the disabled-user check as I'll tinker with that later - this is for > > > testing for now. > > > > > > Anyway, my account can login to the web interface. Admittedly, I > added > > > the AutoCreate and WebExternalAuto after I'd already logged in once, > but > > > in the Users table in the RT3 database, I can see my account. > However, > > > it does not show up on the web interface so I cannot assign any > rights > > > to it. I have create-ticket security enabled for anyone so my > account > > > is able to create tickets and see them in the queue. > > > > > > On a side-note, I haven't gotten any email from the web-interface > yet. > > > I have yet to setup the procmail but it still should be able to send > > > mail if I understand it corrrectly. > > > > > > Note: I do not know much about Perl so please take that into > > > consideration in any reply which may require Perl modifications. > :-) > > > > > > Thanks! > > > Keith > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > From kmcdermo at purdue.edu Wed Dec 3 09:26:50 2008 From: kmcdermo at purdue.edu (Keith A McDermott) Date: Wed, 03 Dec 2008 09:26:50 -0500 Subject: [rt-users] Won't change rtname In-Reply-To: References: Message-ID: <4936972A.9000008@purdue.edu> Did you restart apache? Changes to RT_SiteConfig don't take affect until a restart of the web service. Keith McDermott Desktop Support Specialist - PCN Physics Department, Purdue University Web: http://www.physics.purdue.edu/pcn E-mail: kmcdermo at purdue.edu Phone: (765)496-2202 Address:525 Northwestern Avenue West Lafayette, IN 47907 Check out our new documentation at: http://www.physics.purdue.edu/PCN/doc/wiki Steffen Tronstad wrote: > > I?ve changed $rtname in RT_SiteConfig and even RT_Config, but my > outgoing emails still tags themselves with > There is no need to reply to this message right now. Your ticket has been > assigned an ID of [_www.__veryverylongdomainname__.no_ > #7]. > > Is there any other place I need to change this string? > > Med vennlig hilsen / with kind regards > > ***Steffen Tronstad* > > P please don't print this e-mail unless you really need to. > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From sttr at nextgentel.com Wed Dec 3 09:29:31 2008 From: sttr at nextgentel.com (Steffen Tronstad) Date: Wed, 3 Dec 2008 15:29:31 +0100 Subject: [rt-users] Won't change rtname In-Reply-To: <4936972A.9000008@purdue.edu> References: <4936972A.9000008@purdue.edu> Message-ID: Yes, I figured that out eventually... I'm so used to cron-based (my fetchmail.sh) scripts to read directly from config-files or databases, that I overlooked the fact that mailgate posted everything to the http-service *bluss* Thanks :) Med vennlig hilsen / with kind regards Steffen Tronstad BroadPark Games drift/design NextGenTel AS, part of TeliaSonera Group Tlf: +47 466 988 46 Mail: sttr at nextgentel.com ? please don't print this e-mail unless you really need to. -----Opprinnelig melding----- Fra: Keith A McDermott [mailto:kmcdermo at purdue.edu] Sendt: 3. desember 2008 15:27 Til: Steffen Tronstad Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Won't change rtname Did you restart apache? Changes to RT_SiteConfig don't take affect until a restart of the web service. Keith McDermott Desktop Support Specialist - PCN Physics Department, Purdue University Web: http://www.physics.purdue.edu/pcn E-mail: kmcdermo at purdue.edu Phone: (765)496-2202 Address:525 Northwestern Avenue West Lafayette, IN 47907 Check out our new documentation at: http://www.physics.purdue.edu/PCN/doc/wiki Steffen Tronstad wrote: > > I?ve changed $rtname in RT_SiteConfig and even RT_Config, but my > outgoing emails still tags themselves with > There is no need to reply to this message right now. Your ticket has been > assigned an ID of [_www.__veryverylongdomainname__.no_ > #7]. > > Is there any other place I need to change this string? > > Med vennlig hilsen / with kind regards > > ***Steffen Tronstad* > > P please don't print this e-mail unless you really need to. > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From sttr at nextgentel.com Wed Dec 3 09:34:34 2008 From: sttr at nextgentel.com (Steffen Tronstad) Date: Wed, 3 Dec 2008 15:34:34 +0100 Subject: [rt-users] Combine "issue resolved" and the last reply/message into one single email Message-ID: When I close a issue, the customer first get an email with the answer/soltion, and then a new email stating that the issue is closed. Could I either A: Combine these into one single message. B: Not send an email when the issue is closed (using "Reply", not "Resolve") at all. Med vennlig hilsen / with kind regards Steffen Tronstad BroadPark Games drift/design NextGenTel AS, part of TeliaSonera Group Tlf: +47 466 988 46 Mail: sttr at nextgentel.com P please don't print this e-mail unless you really need to. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Wed Dec 3 09:39:18 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 03 Dec 2008 09:39:18 -0500 Subject: [rt-users] Combine "issue resolved" and the last reply/message into one single email In-Reply-To: References: Message-ID: On Wed, 03 Dec 2008 09:34:34 -0500, Steffen Tronstad wrote: > When I close a issue, the customer first get an email with the > answer/soltion, and then a new email stating that the issue is closed. > > Could I either > A: Combine these into one single message. > B: Not send an email when the issue is closed (using "Reply", not > "Resolve") at all. > Steffen - There are two transactions in play - the reply (answer/solution) and the resolve. Hence two emails. You can't combine the messages, but you can stop the 'resolve' email. Find the scrip that controls this email: "On resolve Notify Requestors..." and remove it. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From sttr at nextgentel.com Wed Dec 3 09:45:17 2008 From: sttr at nextgentel.com (Steffen Tronstad) Date: Wed, 3 Dec 2008 15:45:17 +0100 Subject: [rt-users] Combine "issue resolved" and the last reply/message into one single email In-Reply-To: References: Message-ID: Very nice, thank you :) I've now spent 1,5 hours setting up RT to be exactly what I needed, after using 5+ hours configuring 'Eventum' to find out it is way to complicated and "project-based". Med vennlig hilsen / with kind regards Steffen Tronstad BroadPark Games drift/design NextGenTel AS, part of TeliaSonera Group Tlf: +47 466 988 46 Mail: sttr at nextgentel.com ? please don't print this e-mail unless you really need to. -----Opprinnelig melding----- Fra: Stephen Turner [mailto:sturner at MIT.EDU] Sendt: 3. desember 2008 15:39 Til: Steffen Tronstad; rt-users at lists.bestpractical.com Emne: Re: [rt-users] Combine "issue resolved" and the last reply/message into one single email On Wed, 03 Dec 2008 09:34:34 -0500, Steffen Tronstad wrote: > When I close a issue, the customer first get an email with the > answer/soltion, and then a new email stating that the issue is closed. > > Could I either > A: Combine these into one single message. > B: Not send an email when the issue is closed (using "Reply", not > "Resolve") at all. > Steffen - There are two transactions in play - the reply (answer/solution) and the resolve. Hence two emails. You can't combine the messages, but you can stop the 'resolve' email. Find the scrip that controls this email: "On resolve Notify Requestors..." and remove it. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From stretchoutandwait at gmail.com Wed Dec 3 11:45:16 2008 From: stretchoutandwait at gmail.com (stretchoutandwait) Date: Wed, 3 Dec 2008 11:45:16 -0500 Subject: [rt-users] Combine "issue resolved" and the last reply/message into one single email In-Reply-To: References: Message-ID: <6fafefb40812030845o5bb862a8x5cb39f5c9598dd5b@mail.gmail.com> Steffen, I use this template: Subject: Resolved: {$Ticket->Subject} According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message. Comments about the resolution of this issue: { my $resolution_comment; my $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); $Transactions->OrderByCols ( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); my $CommentObj = $Transactions->First; if( $CommentObj && $CommentObj->id ) { $resolution_comment = $CommentObj->Content; } $resolution_comment; } On Wed, Dec 3, 2008 at 9:45 AM, Steffen Tronstad wrote: > Very nice, thank you :) > > I've now spent 1,5 hours setting up RT to be exactly what I needed, after using 5+ hours configuring 'Eventum' to find out it is way to complicated and "project-based". > > > > Med vennlig hilsen / with kind regards > Steffen Tronstad > BroadPark Games drift/design > NextGenTel AS, part of TeliaSonera Group > Tlf: +47 466 988 46 > Mail: sttr at nextgentel.com > ? please don't print this e-mail unless you really need to. > > > -----Opprinnelig melding----- > Fra: Stephen Turner [mailto:sturner at MIT.EDU] > Sendt: 3. desember 2008 15:39 > Til: Steffen Tronstad; rt-users at lists.bestpractical.com > Emne: Re: [rt-users] Combine "issue resolved" and the last reply/message into one single email > > On Wed, 03 Dec 2008 09:34:34 -0500, Steffen Tronstad > wrote: > >> When I close a issue, the customer first get an email with the >> answer/soltion, and then a new email stating that the issue is closed. >> >> Could I either >> A: Combine these into one single message. >> B: Not send an email when the issue is closed (using "Reply", not >> "Resolve") at all. >> > > Steffen - > > There are two transactions in play - the reply (answer/solution) and the > resolve. Hence two emails. > > You can't combine the messages, but you can stop the 'resolve' email. Find > the scrip that controls this email: "On resolve Notify Requestors..." > and remove it. > > Steve > > -- > Stephen Turner > Senior Programmer/Analyst - SAIS > MIT IS&T > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Wed Dec 3 12:26:13 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 03 Dec 2008 09:26:13 -0800 Subject: [rt-users] RT - API problem with Custom Fields In-Reply-To: References: <49359D5A.6020705@lbl.gov> Message-ID: <4936C135.1020203@lbl.gov> Jerrad, We're on 3.6.4. Thanks. Kenn LBNL On 12/2/2008 1:20 PM, Jerrad Pierce wrote: > Are you still on 3.6, or 3.8? In 3.8 it's cf. rather than cf- > From torsten.brumm at googlemail.com Wed Dec 3 12:41:27 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 3 Dec 2008 18:41:27 +0100 Subject: [rt-users] Forking a ticket In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A40023ED106@rachael-reborn.letnet.net> References: <48ADFD08.3050306@nuix.com> <48AEC1AA.5010302@ucrwcu.rwc.uc.edu> <0DD6BC9ABC0D2747AF8589AEA9722A4001F80E7E@rachael-reborn.letnet.net> <0DD6BC9ABC0D2747AF8589AEA9722A40023ECF2A@rachael-reborn.letnet.net> <492D2F5C.6000507@mococo.nl> <0DD6BC9ABC0D2747AF8589AEA9722A40023ED106@rachael-reborn.letnet.net> Message-ID: Hi Mark, really nice module. I'm getting the following output: *QuoteTransaction = 106 -- CreateType = Pretask* at the page: http://rt.local/Ticket/Create.html?CreateType=Pretask&QuoteTransaction=106&Queue=1 Is this needed or still debugging output? Torsten 2008/11/26 Roedel, Mark > -----Original Message----- > From: Joop [mailto:JoopvandeWege at mococo.nl] > Sent: Wednesday, November 26, 2008 5:14 AM > To: Roedel, Mark > Cc: RT Users > Subject: Re: [rt-users] Forking a ticket > > >> If this is still on anybody's radar, I've finally gotten around to > >> packaging the callbacks and related pages referred to below into a > >> plugin for RT 3.8.x, and it's currently available for download from > > > > Thanks, I just tried it and it works for me. One little thing though: > > in the README you say: 'and add an entry for RT::Plugin::ForkTicket to > > the @Plugins array'. I had to change that to: 'and add an entry for > > RT::Extension::ForkTicket to the @Plugins array', otherwise Apache > > won't restart. > > > Oops -- nice catch. I've corrected that in the download package. > Thanks, Joop! > > -- > Mark Roedel > Senior Programmer/Analyst - Web Services > LeTourneau University > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From MarkRoedel at letu.edu Wed Dec 3 12:58:59 2008 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Wed, 3 Dec 2008 11:58:59 -0600 Subject: [rt-users] Forking a ticket In-Reply-To: References: <48ADFD08.3050306@nuix.com> <48AEC1AA.5010302@ucrwcu.rwc.uc.edu> <0DD6BC9ABC0D2747AF8589AEA9722A4001F80E7E@rachael-reborn.letnet.net> <0DD6BC9ABC0D2747AF8589AEA9722A40023ECF2A@rachael-reborn.letnet.net> <492D2F5C.6000507@mococo.nl> <0DD6BC9ABC0D2747AF8589AEA9722A40023ED106@rachael-reborn.letnet.net> Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A400245EA83@rachael-reborn.letnet.net> Nice catch, Torsten. Yes, that's debugging output. To remove it, you can comment out the print statement at line 10 of $RTBaseDir/local/plugins/RT-Extension-ForkTicket/html/Callbacks/RT-Exten sion-Forkticket/Ticket/Create.html I'll get that corrected in the download package shortly. -- Mark Roedel Senior Programmer/Analyst - Web Services LeTourneau University From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Wednesday, December 03, 2008 11:41 AM To: Roedel, Mark Cc: Joop; RT Users Subject: Re: [rt-users] Forking a ticket Hi Mark, really nice module. I'm getting the following output: QuoteTransaction = 106 -- CreateType = Pretask at the page: http://rt.local/Ticket/Create.html?CreateType=Pretask&QuoteTransaction=1 06&Queue=1 Is this needed or still debugging output? Torsten 2008/11/26 Roedel, Mark -----Original Message----- From: Joop [mailto:JoopvandeWege at mococo.nl] Sent: Wednesday, November 26, 2008 5:14 AM To: Roedel, Mark Cc: RT Users Subject: Re: [rt-users] Forking a ticket >> If this is still on anybody's radar, I've finally gotten around to >> packaging the callbacks and related pages referred to below into a >> plugin for RT 3.8.x, and it's currently available for download from > > Thanks, I just tried it and it works for me. One little thing though: > in the README you say: 'and add an entry for RT::Plugin::ForkTicket to > the @Plugins array'. I had to change that to: 'and add an entry for > RT::Extension::ForkTicket to the @Plugins array', otherwise Apache > won't restart. Oops -- nice catch. I've corrected that in the download package. Thanks, Joop! -- Mark Roedel Senior Programmer/Analyst - Web Services LeTourneau University _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de ________________________________ Spam Not spam Forget previous vote -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Wed Dec 3 12:59:11 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 3 Dec 2008 12:59:11 -0500 Subject: [rt-users] Forking a ticket In-Reply-To: References: <48ADFD08.3050306@nuix.com> <48AEC1AA.5010302@ucrwcu.rwc.uc.edu> <0DD6BC9ABC0D2747AF8589AEA9722A4001F80E7E@rachael-reborn.letnet.net> <0DD6BC9ABC0D2747AF8589AEA9722A40023ECF2A@rachael-reborn.letnet.net> <492D2F5C.6000507@mococo.nl> <0DD6BC9ABC0D2747AF8589AEA9722A40023ED106@rachael-reborn.letnet.net> Message-ID: On Wed, Dec 3, 2008 at 12:41, Torsten Brumm wrote: > Hi Mark, > really nice module. > > I'm getting the following output: QuoteTransaction = 106 -- CreateType = > Pretask at the page: > http://rt.local/Ticket/Create.html?CreateType=Pretask&QuoteTransaction=106&Queue=1 > > Is this needed or still debugging output? I assumed it was a gentle reminder to the user of what's going on. In case, say, you walk away for a bit and come back. -- Cambridge Energy Alliance: Save money. Save the planet. From stroke_of_death at yahoo.com Wed Dec 3 13:12:43 2008 From: stroke_of_death at yahoo.com (Sean) Date: Wed, 3 Dec 2008 10:12:43 -0800 (PST) Subject: [rt-users] Quick upgrade to 3.8.1 question RE: ical References: <48ADFD08.3050306@nuix.com> <48AEC1AA.5010302@ucrwcu.rwc.uc.edu> <0DD6BC9ABC0D2747AF8589AEA9722A4001F80E7E@rachael-reborn.letnet.net> <0DD6BC9ABC0D2747AF8589AEA9722A40023ECF2A@rachael-reborn.letnet.net> <492D2F5C.6000507@mococo.nl> <0DD6BC9ABC0D2747AF8589AEA9722A40023ED106@rachael-reborn.letnet.net> Message-ID: <838457.50123.qm@web58701.mail.re1.yahoo.com> Hi, I installed the ical extension a long time ago (I have RT 3.6.1) In the upgrade to 3.8.1 it says: RT::Extension::iCal has been integrated into core, so you MUST uninstall it before upgrading. In addition, you must run etc/upgrade/3.8-ical-extension script to convert old data. Firstly, is the order: 1. uninstall 2. run etc/upgrade/3.8-ical-extension Secondly, Im not sure how to uninstall RT::Extension::iCal? how do you do this? Thanks. From philfromwork at gmail.com Wed Dec 3 13:55:00 2008 From: philfromwork at gmail.com (Phil Labonte) Date: Wed, 3 Dec 2008 13:55:00 -0500 Subject: [rt-users] CC's not showing up when I reply to a ticket Message-ID: I am using version 3.6.5 I have tickets that have CC;s listed on them. I have the scripts enabled for NotifyOtherRecipients and NotifyOtherRecipientsAsComment But when I hit reply they email address is not listed below as available... I have a script for notify owner on correspond and that email is listed but not the CC's is there a permission issue I need to have in order for it to work... Thanks/ From philfromwork at gmail.com Wed Dec 3 14:29:48 2008 From: philfromwork at gmail.com (Phil Labonte) Date: Wed, 3 Dec 2008 14:29:48 -0500 Subject: [rt-users] FIXED:CC's not showing up when I reply to a ticket Message-ID: I had to add the following to RT_SiteConfig Set($ParseNewMessageForTicketCcs , true); Set($RTAddressRegexp , '^(my\.info\@myemail.com)$'); From johann.stander at kaplan.com Wed Dec 3 15:06:37 2008 From: johann.stander at kaplan.com (JohannS) Date: Wed, 3 Dec 2008 12:06:37 -0800 (PST) Subject: [rt-users] Notification to new owner when case "take" In-Reply-To: <20081202205541.GB8111@easter-eggs.com> References: <20630794.post@talk.nabble.com> <589c94400811221521m14ff73eftbf629e3b102846c7@mail.gmail.com> <20800030.post@talk.nabble.com> <20081202205541.GB8111@easter-eggs.com> Message-ID: <20820548.post@talk.nabble.com> thanks, I have enabled this setting but since it is global this is causing some problems... When a client replies back to an email that was send out to them, they get another email back with their message that was typed, so the same for the RT users. Is there any way to stop this, would have been so much easier if the notifyactor was in the action list for scripts :) Thanks Johann -- View this message in context: http://www.nabble.com/Notification-to-new-owner-when-case-%22take%22-tp20630794p20820548.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Wed Dec 3 16:22:13 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 4 Dec 2008 00:22:13 +0300 Subject: [rt-users] Quick upgrade to 3.8.1 question RE: ical In-Reply-To: <838457.50123.qm@web58701.mail.re1.yahoo.com> References: <48ADFD08.3050306@nuix.com> <48AEC1AA.5010302@ucrwcu.rwc.uc.edu> <0DD6BC9ABC0D2747AF8589AEA9722A4001F80E7E@rachael-reborn.letnet.net> <0DD6BC9ABC0D2747AF8589AEA9722A40023ECF2A@rachael-reborn.letnet.net> <492D2F5C.6000507@mococo.nl> <0DD6BC9ABC0D2747AF8589AEA9722A40023ED106@rachael-reborn.letnet.net> <838457.50123.qm@web58701.mail.re1.yahoo.com> Message-ID: <589c94400812031322t5ec9d443r69828f16dd324755@mail.gmail.com> On Wed, Dec 3, 2008 at 9:12 PM, Sean wrote: > Hi, > > I installed the ical extension a long time ago (I have RT 3.6.1) > > In the upgrade to 3.8.1 it says: > > RT::Extension::iCal has been integrated into core, so you MUST uninstall > it before upgrading. In addition, you must run etc/upgrade/3.8-ical-extension > script to convert old data. > > Firstly, is the order: > 1. uninstall > 2. run etc/upgrade/3.8-ical-extension > > Secondly, Im not sure how to uninstall RT::Extension::iCal how do you do this? Suggest you to install into a clean directory instead of using directory with old version. Order: 1) install new 3.8 next to old into /opt/rt38 for example. 2) check that it works generally 3) run the script > > Thanks. > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From stuart.browne at ausregistry.com.au Wed Dec 3 20:05:53 2008 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Thu, 4 Dec 2008 12:05:53 +1100 Subject: [rt-users] 3.8.1 - New upgrade slow on 'New Search click Message-ID: <8CEF048B9EC83748B1517DC64EA130FB0636EC10FE@off-win2003-01.ausregistrygroup.local> Hi, After doing a 3.8.1 upgrade (install into new directory, upgrade db from 3.6.5), clicking on 'Tickets' / 'New Search' causes a 10-15 second pause. Digging through the active queries when that occurs shows the following query: SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 'OwnTicket' OR ACL_4.RightName = 'SuperUser') AND (Groups_3.Domain = 'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) ORDER BY main.Name ASC Eww. Anyway. The explain on this shows: *************************** 1. row *************************** id: 1 select_type: SIMPLE table: main type: range possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: NULL rows: 65 Extra: Using where; Using temporary; Using filesort *************************** 2. row *************************** id: 1 select_type: SIMPLE table: Principals_1 type: eq_ref possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: rt3.main.id rows: 1 Extra: Using where; Distinct *************************** 3. row *************************** id: 1 select_type: SIMPLE table: CachedGroupMembers_2 type: ref possible_keys: DisGrouMem,CachedGroupMembers3 key: CachedGroupMembers3 key_len: 5 ref: rt3.Principals_1.id rows: 1 Extra: Using where; Distinct *************************** 4. row *************************** id: 1 select_type: SIMPLE table: ACL_4 type: range possible_keys: ACL1 key: ACL1 key_len: 54 ref: NULL rows: 82 Extra: Using where; Using index; Distinct *************************** 5. row *************************** id: 1 select_type: SIMPLE table: Groups_3 type: eq_ref possible_keys: PRIMARY,Groups1,Groups2 key: PRIMARY key_len: 4 ref: rt3.CachedGroupMembers_2.GroupId rows: 1 Extra: Using where; Distinct Using google, two possible matches were found. - One of the queues has a 'Group Right' allowing 'Everyone' to 'Own Ticket'. I have gone through all our queues, found one queue with this permission. Removed the permission, issue still persists. I've even gone through and verified disabled queue's group rights. - The explain shows 'Using filesort' and the 'tmp_table_size' should be increased. Changing this to 4 times the default has had no effect. This coupled with the fact that our DB isn't that big. So, I was wondering if anybody else was experiencing this pause, and preferably if anybody knows what's causing it so I can fix it. Thanks Stuart J. Browne From np121 at hotmail.com Thu Dec 4 08:39:42 2008 From: np121 at hotmail.com (Nick Price) Date: Thu, 4 Dec 2008 13:39:42 +0000 Subject: [rt-users] search/Build.html Message-ID: Hi All Im running rt3 3.8.1 on FC 7 with mysql 5.0.67 I tried this morning to do a ticket search and i noticed that when i click on calendar so i can enter search dates it comes up blank also if i try any search critera and enter tem in to the add search box the whole page returns blank. I can only get back to RT by deleting the browser cache and restarting the browser I can get to users ok and change their details without any problems. I also tried in mysql to drop rt3 database and let RT build a new database in that one everything works as it should so to me it loks like a database error but im not an expert at RT, linux or mysql any suggestions or fixes would be welcome many thanks Nick _________________________________________________________________ You live life online. So we put Windows on the web. http://clk.atdmt.com/MRT/go/127032869/direct/01/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From gwenix at gmail.com Thu Dec 4 09:34:40 2008 From: gwenix at gmail.com (gwen) Date: Thu, 4 Dec 2008 09:34:40 -0500 Subject: [rt-users] Undefined subroutine &RT::Authen::ExternalAuth::UserExists Message-ID: Hi, I'm trying to install RT (with Postgres and LDAP backends). I have gotten it working with Postgres so far, but I'm now quite stuck on the LDAP integration. Here is the snippet from RT_SiteConfig.pm for LDAP: Set($WebExternalAuth , '1'); Set($WebFallbackToInternalAuth , '1'); #Set(@Plugins,(qw(Extension::QuickDelete))); #Set(@Plugins,(qw(RT::FM))); Set(@Plugins, qw(RT::Authen::ExternalAuth)); #Set($LogToFileNamed , "rt.log"); #Set($LogToFile , 'debug'); # The order in which the services defined in ExternalSettings # should be used to get information about users. This includes # RealName, Tel numbers etc, but also whether or not the user # should be considered disabled. # Once user info is found, no more services are checked. Set($ExternalInfoPriority, [ 'My_LDAP' ]); # If this is set to true, then the relevant packages will # be loaded to use SSL/TLS connections. At the moment, # this just means "use Net::SSLeay;" Set($ExternalServiceUsesSSLorTLS, 0); # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 0); # These are the full settings for each external service as a HashOfHashes # Note that you may have as many external services as you wish. They will # be checked in the order specified in the Priority directives above. # e.g. # Set($ExternalAuthPriority,['My_LDAP']); # Set($ExternalSettings, { # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'ldap', # Should the service be used for authentication? 'auth' => 1, # Should the service be used for information? 'info' => 1, # The server hosting the service 'server' => 'redacted', ## SERVICE-SPECIFIC SECTION # If you can bind to your LDAP server anonymously youshould # remove the user and pass config lines, otherwisespecify them here: # # The username RT should use to connect to the LDAP server 'user' => 'redacted', # The password RT should use to connect to the LDAP server 'pass' => 'redacted', # # The LDAP search base 'base' => 'redacted', # The filter to use to match RT-Users 'filter' => '(objectclass=inetOrgPerson)', # The filter that will only match disabled users 'd_filter' => '(employeeType=inactive)', # Should we try to use TLS to encrypt connections? 'tls' => 0, # What other args should I pass to Net::LDAP->new($host, at args)? 'net_ldap_args' => [ version => 3 ], # Does authentication depend on group membership? What group name? #'group' => '', # What is the attribute for the group object thatdetermines membership? #'group_attr' => '', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', #'WorkPhone', #'Address2' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'displayName', 'EmailAddress' => 'mail', #'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn' #'ExternalAuthId' => 'sAMAccountName', #'Gecos' => 'sAMAccountName', #'WorkPhone' => 'telephoneNumber', #'Address1' => 'streetAddress', #'City' => 'l', #'State' => 'st', #'Zip' => 'postalCode', #'Country' => 'co' } } } ); When I try to log into RT, I get the following error in the browser: Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth line 39, line 323. And the only thing in the logs is as follows: Dec 3 16:13:08 meatwad RT: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:12) Can anyone help me with this? I am banging my head against a wall at this point. -- Gwendolyn R. Schmidt From mike.peachey at jennic.com Thu Dec 4 09:41:10 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 04 Dec 2008 14:41:10 +0000 Subject: [rt-users] Undefined subroutine &RT::Authen::ExternalAuth::UserExists In-Reply-To: References: Message-ID: <4937EC06.10907@jennic.com> gwen wrote: > Hi, I'm trying to install RT (with Postgres and LDAP backends). I > have gotten it working with Postgres so far, but I'm now quite stuck > on the LDAP integration. Here is the snippet from RT_SiteConfig.pm > for LDAP: > > Set($WebExternalAuth , '1'); > Set($WebFallbackToInternalAuth , '1'); > #Set(@Plugins,(qw(Extension::QuickDelete))); > #Set(@Plugins,(qw(RT::FM))); > Set(@Plugins, qw(RT::Authen::ExternalAuth)); > #Set($LogToFileNamed , "rt.log"); > #Set($LogToFile , 'debug'); > Unless you are also using an apache authentication method, you shouldnt have WebExternalAuth on. > When I try to log into RT, I get the following error in the browser: > > Undefined subroutine &RT::Authen::ExternalAuth::UserExists called at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth > line 39, line 323. Last time someone came across this (iirc) we never got to the bottom of it, but starting from scratch the problem went away :/ -- 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 gwenix at gmail.com Thu Dec 4 09:44:31 2008 From: gwenix at gmail.com (gwen) Date: Thu, 4 Dec 2008 09:44:31 -0500 Subject: [rt-users] Undefined subroutine &RT::Authen::ExternalAuth::UserExists In-Reply-To: <4937EC06.10907@jennic.com> References: <4937EC06.10907@jennic.com> Message-ID: On Thu, Dec 4, 2008 at 9:41 AM, Mike Peachey wrote: > Unless you are also using an apache authentication method, you shouldnt > have WebExternalAuth on. That made that error go away, thanks! Now to actually get this to query the LDAP backend right... (It's always something stupid, like changing your mind about how to set things up midstream.) -- Gwendolyn R. Schmidt From mike.peachey at jennic.com Thu Dec 4 09:52:43 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 04 Dec 2008 14:52:43 +0000 Subject: [rt-users] Undefined subroutine &RT::Authen::ExternalAuth::UserExists In-Reply-To: References: <4937EC06.10907@jennic.com> Message-ID: <4937EEBB.7010001@jennic.com> gwen wrote: > On Thu, Dec 4, 2008 at 9:41 AM, Mike Peachey wrote: >> Unless you are also using an apache authentication method, you shouldnt >> have WebExternalAuth on. > > That made that error go away, thanks! I will add that to the wiki page. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From maier at idowa.de Thu Dec 4 09:52:50 2008 From: maier at idowa.de (Stefan Maier) Date: Thu, 04 Dec 2008 15:52:50 +0100 Subject: [rt-users] Changing "RT at a glance" for a group of users Message-ID: <4937EEC2.7090504@idowa.de> Hi, is it possible to change the "RT at a glance" page for a group of users at once? Thanks, Stefan Maier -- Mit freundlichen Gr??en Stefan Maier ========================================================== Straubinger Tagblatt EDV-Abteilung Straubing FON: +49 9421 940 256 Ludwigsplatz 30 FAX: +49 9421 940 6236 D-94315 Straubing http://www.idowa.de Email: maier at idowa.de ========================================================== Zeitungsgruppe Straubinger Tagblatt / Landshuter Zeitung Cl. Attenkofer'sche Buch- und Kunstdruckerei Verlagsbuchhandlung Straubing KG Registergericht: Amtsgericht Straubing, HRA 1118 ========================================================== From alexyoung at scoutsolutions.co.uk Thu Dec 4 09:55:34 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Thu, 4 Dec 2008 14:55:34 -0000 Subject: [rt-users] RTx-Tags-0.08 error on homepage Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64C5E00D@s-wor-e-001.SCOUTSOFFICE.local> I have install RTx-Tags-0.08 and it looks to be working correctly. I added the TagCloud option to $HomepageComponents but It just displays and error. could not find component for path 'TagCloud' Anyone running this successfully and know where the problem may be? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Thu Dec 4 10:04:49 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 4 Dec 2008 16:04:49 +0100 Subject: [rt-users] Changing "RT at a glance" for a group of users In-Reply-To: <4937EEC2.7090504@idowa.de> References: <4937EEC2.7090504@idowa.de> Message-ID: <20081204150449.GJ3940@easter-eggs.com> On Thu, Dec 04, 2008 at 03:52:50PM +0100, Stefan Maier wrote: > Hi, > > is it possible to change the "RT at a glance" page for a group of users > at once? > You have to script it, Rt at a glance is only a global or per user setting. In 3.8, Dashboards may help to design the homepage based on a common at a glance as dashboards are global, by groups or by users. From jpierce at cambridgeenergyalliance.org Thu Dec 4 10:10:36 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 4 Dec 2008 10:10:36 -0500 Subject: [rt-users] RTx-Tags-0.08 error on homepage In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64C5E00D@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64C5E00D@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: The problem is that like .07, I forgot to include the homepage component in .08. I have .10 ready for release, but was hoping Leon Brocard would incorporate my patches to HTML::TagCloud first. If you want it right now, it'll be at the URL below for awhile: http://cambenergy.org/TagCloud goes in local/plugins/RTx-Tags/html/Elements -- Cambridge Energy Alliance: Save money. Save the planet. From alexyoung at scoutsolutions.co.uk Thu Dec 4 10:46:07 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Thu, 4 Dec 2008 15:46:07 -0000 Subject: [rt-users] RTx-Tags-0.08 error on homepage In-Reply-To: References: <3CE7D8D453B27148BBCA0B2063B11E64C5E00D@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64C5E023@s-wor-e-001.SCOUTSOFFICE.local> Thanks. Working fine now. -----Original Message----- From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] Sent: 04 December 2008 15:11 To: Alex Young Cc: RT Users Subject: Re: [rt-users] RTx-Tags-0.08 error on homepage The problem is that like .07, I forgot to include the homepage component in .08. I have .10 ready for release, but was hoping Leon Brocard would incorporate my patches to HTML::TagCloud first. If you want it right now, it'll be at the URL below for awhile: http://cambenergy.org/TagCloud goes in local/plugins/RTx-Tags/html/Elements -- Cambridge Energy Alliance: Save money. Save the planet. From dando at email.it Thu Dec 4 10:49:40 2008 From: dando at email.it (Dando - Email.it) Date: Thu, 04 Dec 2008 16:49:40 +0100 Subject: [rt-users] Can t locate object method "new" via package "RTx::AssetTracker::Assets" In-Reply-To: <20081008154415.GI19026@bestpractical.com> References: <48ECB4FC.8060408@idowa.de> <519782dc0810080842i3d86d404q7e405019f93396d8@mail.gmail.com> <20081008154415.GI19026@bestpractical.com> Message-ID: <4937FC14.2040009@email.it> Jesse Vincent wrote: > > On Wed, Oct 08, 2008 at 11:42:45AM -0400, Todd Chapman wrote: > >> Stefan, >> >> I have never seen that error. Are you running mod_perl or fastcgi? >> > > That looks like the old problem we had with serialized records in the > session and fresh server processes that had never had the classes > loaded/initialized. a more recent SB makes it better, generally > Hi Jesse, we have the same problem with a similar configuration (RT 3.6.0 - AT 1.2.3 - mod_perl 2). What do you mean with "...a more recent SB..." ? Regards Daniele -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Dec 4 11:03:29 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 4 Dec 2008 11:03:29 -0500 Subject: [rt-users] Can t locate object method "new" via package "RTx::AssetTracker::Assets" In-Reply-To: <4937FC14.2040009@email.it> References: <48ECB4FC.8060408@idowa.de> <519782dc0810080842i3d86d404q7e405019f93396d8@mail.gmail.com> <20081008154415.GI19026@bestpractical.com> <4937FC14.2040009@email.it> Message-ID: <20081204160329.GB16382@bestpractical.com> On Thu, Dec 04, 2008 at 04:49:40PM +0100, Dando - Email.it wrote: > Jesse Vincent wrote: > > > > On Wed, Oct 08, 2008 at 11:42:45AM -0400, Todd Chapman wrote: > > > >> Stefan, > >> > >> I have never seen that error. Are you running mod_perl or fastcgi? > >> > > > > That looks like the old problem we had with serialized records in the > > session and fresh server processes that had never had the classes > > loaded/initialized. a more recent SB makes it better, generally > > > > Hi Jesse, > we have the same problem with a similar configuration (RT 3.6.0 - AT > 1.2.3 - mod_perl 2). > > What do you mean with "...a more recent SB..." ? DBIx::SearchBuilder > > Regards > > Daniele > -- From philfromwork at gmail.com Thu Dec 4 11:12:53 2008 From: philfromwork at gmail.com (Phil Labonte) Date: Thu, 4 Dec 2008 11:12:53 -0500 Subject: [rt-users] users have to re-login every time they edit or view ticket. Message-ID: I am using RT3.6.5 Users can login and search. When they click on a ticket number they have to login again before they can edit the ticket. Is there a configuration change I can make to stop this from happening? From alexyoung at scoutsolutions.co.uk Thu Dec 4 11:16:40 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Thu, 4 Dec 2008 16:16:40 -0000 Subject: [rt-users] FW: Including RTFM articles in RT replies when WYSIWYGeditor enabled Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64C5E03C@s-wor-e-001.SCOUTSOFFICE.local> Should this be added to the bug tracker for RT? Seems like it's not just me having a problem with it. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Young Sent: 27 November 2008 10:15 To: Matt Hoover Cc: RT Users Subject: Re: [rt-users] Including RTFM articles in RT replies when WYSIWYGeditor enabled It happens if the content comes from a custom field type of text or wiki format. From: matt at hoov.net [mailto:matt at hoov.net] On Behalf Of Matt Hoover Sent: 27 November 2008 08:05 To: Alex Young Cc: RT Users Subject: Re: [rt-users] Including RTFM articles in RT replies when WYSIWYG editor enabled I second that. Are you seeing these problems coming from a custom field of type text or wiki format? Matt On Wed, Nov 26, 2008 at 3:23 AM, Alex Young < alexyoung at scoutsolutions.co.uk> wrote: I have a slight problem including RTFM articles in a ticket reply when WYSIWYG editor is enabled. Everything looks like and it adds the text to the reply, but when it sends it truncates the text, sends a partial email and records the corrupt message. There are also spaces inserted midway into words in the reply. It does this consistently every time, so if the same RTFM article is included it puts the spaces in the same place and truncates the end of the message at the same place too. If the WYSIWYG editor is disabled, then it includes the text verbatim and doesn't truncate the message. This is version RT 3.8.1 and RTFM 2.4.0. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: ATT73614.txt URL: From voiceoveripguru at gmail.com Thu Dec 4 12:30:22 2008 From: voiceoveripguru at gmail.com (Jason p) Date: Thu, 4 Dec 2008 12:30:22 -0500 Subject: [rt-users] Adding users to groups to share tickets Message-ID: <3e09024f0812040930w33cf39eek3931fb1fe9bf3657@mail.gmail.com> Ok, I have been trying to figure this out for the past week. Simple problem we have many customers that share the same queue (support), now some of our larger customers want to be able to group their users so that they can view all their own tickets generated by anyone in their company. I can not find a way to do this without allowing the users to see all tickets in the entire support queue ( This would be very bad ) as it is made up of many competing companies. It would be a Pain to have to create a new support queue for every customer. Any Help would be great. Thanks Jason -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Thu Dec 4 13:13:17 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 04 Dec 2008 10:13:17 -0800 Subject: [rt-users] Adding users to groups to share tickets In-Reply-To: <3e09024f0812040930w33cf39eek3931fb1fe9bf3657@mail.gmail.com> References: <3e09024f0812040930w33cf39eek3931fb1fe9bf3657@mail.gmail.com> Message-ID: <49381DBD.2070308@lbl.gov> Jason, I can think of only 1 way. It would mean finding some way to get all members of a group listed as the "Requestors" for each ticket in the queue. Then you grant "ShowTicket" to the "Requestor" role only. I'm not sure how to get all of the members of a certain group included as members of the Requestor role for a ticket, but that would be the way to do it. Hope this helps. Kenn LBNL On 12/4/2008 9:30 AM, Jason p wrote: > Ok, I have been trying to figure this out for the past week. Simple > problem we have many customers that share the same queue (support), now > some of our larger customers want to be able to group their users so > that they can view all their own tickets generated by anyone in their > company. > > I can not find a way to do this without allowing the users to see all > tickets in the entire support queue ( This would be very bad ) as it is > made up of many competing companies. It would be a Pain to have to > create a new support queue for every customer. > > > > Any Help would be great. > > Thanks > > Jason > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From Munsch at phillycarshare.org Thu Dec 4 13:29:17 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Thu, 4 Dec 2008 13:29:17 -0500 Subject: [rt-users] Plugin not being used? Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D96ACB@pcsexch.phillycarshare.loc> Hey all (and Mike), Despite a Set(@Plugins, qw(RT::Authen::ExternalAuth)); As the first (non-comment) line in SiteConfig, it seems like ExtAuth is not being used. Log files show internal handlers trying to process my login: there's no mention of even a passing thought towards trying to hit the external server. I've reinstalled RT completely not too long ago, and RT::Authen::ExternalAuth several times. I've chown'd and chgrp'd thru everything and the webserver used can read all of it. I'm not sure what to check next. Seems to me if that Set line is working, and my setup isn't, then the plugin should try to be used and bomb horribly, right? That's not what happening. It's acting like there's no plugin at all. Any thoughts? Thanks, ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From voiceoveripguru at gmail.com Thu Dec 4 13:29:33 2008 From: voiceoveripguru at gmail.com (Jason p) Date: Thu, 4 Dec 2008 13:29:33 -0500 Subject: [rt-users] Adding users to groups to share tickets In-Reply-To: <49381DBD.2070308@lbl.gov> References: <3e09024f0812040930w33cf39eek3931fb1fe9bf3657@mail.gmail.com> <49381DBD.2070308@lbl.gov> Message-ID: <3e09024f0812041029k320c1e0ax7eb899ca08307407@mail.gmail.com> On Thu, Dec 4, 2008 at 1:13 PM, Kenneth Crocker wrote: > Jason, > > > I can think of only 1 way. It would mean finding some way to get all > members of a group listed as the "Requestors" for each ticket in the queue. > Then you grant "ShowTicket" to the "Requestor" role only. I'm not sure how > to get all of the members of a certain group included as members of the > Requestor role for a ticket, but that would be the way to do it. Hope this > helps. > > > Kenn > LBNL > > > Other than adding them by hand each time they create a ticket (MAJOR PITA) I don't know of anyway to do what your describing. This seems like it should be such a simple task, and that a lot of companies would want this feature. -- Jason -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Thu Dec 4 13:38:18 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 04 Dec 2008 13:38:18 -0500 Subject: [rt-users] Adding users to groups to share tickets In-Reply-To: <3e09024f0812041029k320c1e0ax7eb899ca08307407@mail.gmail.com> References: <3e09024f0812040930w33cf39eek3931fb1fe9bf3657@mail.gmail.com> <49381DBD.2070308@lbl.gov> <3e09024f0812041029k320c1e0ax7eb899ca08307407@mail.gmail.com> Message-ID: On Thu, 04 Dec 2008 13:29:33 -0500, Jason p wrote: > On Thu, Dec 4, 2008 at 1:13 PM, Kenneth Crocker > wrote: > >> Jason, >> >> >> I can think of only 1 way. It would mean finding some way to get >> all >> members of a group listed as the "Requestors" for each ticket in the >> queue. >> Then you grant "ShowTicket" to the "Requestor" role only. I'm not sure >> how >> to get all of the members of a certain group included as members of the >> Requestor role for a ticket, but that would be the way to do it. Hope >> this >> helps. >> >> >> Kenn >> LBNL >> >> >> Other than adding them by hand each time they create a ticket (MAJOR >> PITA) > I don't know of anyway to do what your describing. This seems like it > should be such a simple task, and that a lot of companies would want this > feature. > > -- > Jason You could probably automate something through scrips, but the trouble with using watcher roles for this is that everyone would drown in email - people wouldn't just be able to see their company's tickets, they'd also receive every correspondence. I think RT's intent is to implement access control at the queue level - it would be difficult to limit access within a queue. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From KFCrocker at lbl.gov Thu Dec 4 13:55:38 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 04 Dec 2008 10:55:38 -0800 Subject: [rt-users] Adding users to groups to share tickets In-Reply-To: References: <3e09024f0812040930w33cf39eek3931fb1fe9bf3657@mail.gmail.com> <49381DBD.2070308@lbl.gov> <3e09024f0812041029k320c1e0ax7eb899ca08307407@mail.gmail.com> Message-ID: <493827AA.3000901@lbl.gov> Jason, I agree with Stephen. I was only trying to address the method by which only a group of Requestors could see their tickets only in a queue. Yes, you would have to write some scrips to add group members to the Requestor role of the ticket AND, as Stephen mentioned, you would have an awful lot of emial churned out, unless you also turned of the Standard RT notifications and created your own. I believe it CAN be done, but it WILL be a lot of work. Kenn LBNL On 12/4/2008 10:38 AM, Stephen Turner wrote: > On Thu, 04 Dec 2008 13:29:33 -0500, Jason p > wrote: > >> On Thu, Dec 4, 2008 at 1:13 PM, Kenneth Crocker >> wrote: >> >>> Jason, >>> >>> >>> I can think of only 1 way. It would mean finding some way to get >>> all >>> members of a group listed as the "Requestors" for each ticket in the >>> queue. >>> Then you grant "ShowTicket" to the "Requestor" role only. I'm not sure >>> how >>> to get all of the members of a certain group included as members of the >>> Requestor role for a ticket, but that would be the way to do it. Hope >>> this >>> helps. >>> >>> >>> Kenn >>> LBNL >>> >>> >>> Other than adding them by hand each time they create a ticket (MAJOR >>> PITA) >> I don't know of anyway to do what your describing. This seems like it >> should be such a simple task, and that a lot of companies would want this >> feature. >> >> -- >> Jason > > You could probably automate something through scrips, but the trouble with > using watcher roles for this is that everyone would drown in email - > people wouldn't just be able to see their company's tickets, they'd also > receive every correspondence. > > I think RT's intent is to implement access control at the queue level - it > would be difficult to limit access within a queue. > > Steve > From kmcdermo at purdue.edu Thu Dec 4 15:34:19 2008 From: kmcdermo at purdue.edu (Keith A McDermott) Date: Thu, 04 Dec 2008 15:34:19 -0500 Subject: [rt-users] Plugin not being used? In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18D96ACB@pcsexch.phillycarshare.loc> References: <112A77B7EB8C584FBD7F05CA4B499D18D96ACB@pcsexch.phillycarshare.loc> Message-ID: <49383ECB.6070704@purdue.edu> Did you restart apache after changing RT_SiteConfig.pm? Keith McDermott Desktop Support Specialist - PCN Physics Department, Purdue University Web: http://www.physics.purdue.edu/pcn E-mail: kmcdermo at purdue.edu Phone: (765)496-2202 Address:525 Northwestern Avenue West Lafayette, IN 47907 Check out our new documentation at: http://www.physics.purdue.edu/PCN/doc/wiki Robert Munsch wrote: > > Hey all (and Mike), > > Despite a > > Set(@Plugins, qw(RT::Authen::ExternalAuth)); > > As the first (non-comment) line in SiteConfig, it seems like ExtAuth > is not being used. Log files show internal handlers trying to process > my login: there?s no mention of even a passing thought towards trying > to hit the external server. > > I?ve reinstalled RT completely not too long ago, and > RT::Authen::ExternalAuth several times. I?ve chown?d and chgrp?d thru > everything and the webserver used can read all of it. I?m not sure > what to check next. > > Seems to me if that Set line is working, and my setup isn?t, then the > plugin should try to be used and bomb horribly, right? That?s not what > happening. It?s acting like there?s no plugin at all. > > Any thoughts? > > Thanks, > > ------------------------ > > Rob Munsch > > IT Administrator > > http://www.Philly**Car**Share.org > > **Our** wheels. **Your** freedom. > > 215-730-0988 x131 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Thu Dec 4 16:31:19 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Fri, 05 Dec 2008 08:31:19 +1100 Subject: [rt-users] Adding users to groups to share tickets In-Reply-To: <3e09024f0812040930w33cf39eek3931fb1fe9bf3657@mail.gmail.com> References: <3e09024f0812040930w33cf39eek3931fb1fe9bf3657@mail.gmail.com> Message-ID: <49384C27.7090305@cryologic.com> Would it be possible to customise the SelfService search to display tickets with Requestors from the same email domain (assuming all Requestors from the one company use the same domain)? Gordon Jason p wrote: > Ok, I have been trying to figure this out for the past week. Simple > problem we have many customers that share the same queue (support), now > some of our larger customers want to be able to group their users so > that they can view all their own tickets generated by anyone in their > company. > > I can not find a way to do this without allowing the users to see all > tickets in the entire support queue ( This would be very bad ) as it is > made up of many competing companies. It would be a Pain to have to > create a new support queue for every customer. > > > > Any Help would be great. > > Thanks > > Jason From Munsch at phillycarshare.org Thu Dec 4 17:39:25 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Thu, 4 Dec 2008 17:39:25 -0500 Subject: [rt-users] Plugin not being used? References: <112A77B7EB8C584FBD7F05CA4B499D18D96ACB@pcsexch.phillycarshare.loc> <49383ECB.6070704@purdue.edu> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D96B4C@pcsexch.phillycarshare.loc> Many, many times. Not just restart: stopped it completely, wiped out the plugin, reinstalled it, started apache. Nothing. ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 > -----Original Message----- > From: Keith A McDermott [mailto:kmcdermo at purdue.edu] > Sent: Thursday, December 04, 2008 3:34 PM > To: Robert Munsch > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Plugin not being used? > > Did you restart apache after changing RT_SiteConfig.pm? > > Keith McDermott > Desktop Support Specialist - PCN > Physics Department, Purdue University > > Web: http://www.physics.purdue.edu/pcn > E-mail: kmcdermo at purdue.edu > Phone: (765)496-2202 > Address:525 Northwestern Avenue > West Lafayette, IN 47907 > > Check out our new documentation at: > http://www.physics.purdue.edu/PCN/doc/wiki > > > > Robert Munsch wrote: > > > > Hey all (and Mike), > > > > Despite a > > > > Set(@Plugins, qw(RT::Authen::ExternalAuth)); > > > > As the first (non-comment) line in SiteConfig, it seems like ExtAuth > > is not being used. Log files show internal handlers trying to process > > my login: there's no mention of even a passing thought towards trying > > to hit the external server. > > > > I've reinstalled RT completely not too long ago, and > > RT::Authen::ExternalAuth several times. I've chown'd and chgrp'd thru > > everything and the webserver used can read all of it. I'm not sure > > what to check next. > > > > Seems to me if that Set line is working, and my setup isn't, then the > > plugin should try to be used and bomb horribly, right? That's not what > > happening. It's acting like there's no plugin at all. > > > > Any thoughts? > > > > Thanks, > > > > ------------------------ > > > > Rob Munsch > > > > IT Administrator > > > > http://www.Philly**Car**Share.org > > > > **Our** wheels. **Your** freedom. > > > > 215-730-0988 x131 > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From stroke_of_death at yahoo.com Thu Dec 4 17:43:42 2008 From: stroke_of_death at yahoo.com (Sean) Date: Thu, 4 Dec 2008 14:43:42 -0800 (PST) Subject: [rt-users] Lost Links after Upgrade 3.6.7 -> 3.8.1 References: <646E61995E6E82439D2F329325070E4D01AAE54A@scsw2k3msx1.D1SCS.LAN> <646E61995E6E82439D2F329325070E4D01AAE54B@scsw2k3msx1.D1SCS.LAN> Message-ID: <846262.21320.qm@web58708.mail.re1.yahoo.com> Im having this same problem, Im not sure I understand the solution though? What do I need to change back, and change back to what? Im just confused, and whatever it is, it seemed to fix it for Thomas, so I would love to fix it myself :-) Thanks ----- Original Message ---- From: "Knaupp, Thomas" To: Jesse Vincent Cc: rt mailing list Sent: Monday, August 25, 2008 9:01:54 AM Subject: Re: [rt-users] Lost Links after Upgrade 3.6.7 -> 3.8.1 That's it? : ) Thank you? : ) | -----Original Message----- | From: Jesse Vincent [mailto:jesse at bestpractical.com] | Sent: Monday, August 25, 2008 3:31 PM | To: Knaupp, Thomas | Cc: rt mailing list | Subject: Re: [rt-users] Lost Links after Upgrade 3.6.7 -> 3.8.1 | | You probably changed your $Organization field in the RT | config file.? | You'd want to change it back. | | -j | | On Aug 25, 2008, at 9:29 AM, Knaupp, Thomas wrote: | | > Hello List, | > | > after upgrading rt 3.6.7 to 3.8.1, all links | > ( Depends on / Parents / Refers to / etc.) | > seem to be lost? : / | > | > Suggestions? | > Anyone who knows a solution for this? | > | > | > Regards, | > Tom _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From Munsch at phillycarshare.org Thu Dec 4 17:48:18 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Thu, 4 Dec 2008 17:48:18 -0500 Subject: [rt-users] Clickable links for 3.8.1? Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D96B4F@pcsexch.phillycarshare.loc> Hello, Reading http://wiki.bestpractical.com/view/ClickableLinks , it seems to reference paths/files for 3.4 that don't exist in 3.8.x. Anyone have an update to this method? I'm generating tickets from a system that sends an email alert that contains multiple links to affected systems, and agents will need (and are already quite used to) being able to pull up the info directly. The URLs are also quite long and ugly and break across multiple lines: copy/paste isn't a good solution. Thanks! ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From gordon at cryologic.com Thu Dec 4 17:54:17 2008 From: gordon at cryologic.com (gordon at cryologic.com) Date: Fri, 05 Dec 2008 09:54:17 +1100 Subject: [rt-users] Adding users to groups to share tickets In-Reply-To: <49384C27.7090305@cryologic.com> References: <3e09024f0812040930w33cf39eek3931fb1fe9bf3657@mail.gmail.com> <49384C27.7090305@cryologic.com> Message-ID: <49385F99.1060602@cryologic.com> On second thought, although this would be quite easy to implement, it leaves open the serious possibility of users changing their email address which would allow them to view tickets from other companies. Gordon gordon at cryologic.com wrote: > Would it be possible to customise the SelfService search to display > tickets with Requestors from the same email domain (assuming all > Requestors from the one company use the same domain)? > > Gordon From Munsch at phillycarshare.org Thu Dec 4 18:16:18 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Thu, 4 Dec 2008 18:16:18 -0500 Subject: [rt-users] Clickable links for 3.8.1? References: <112A77B7EB8C584FBD7F05CA4B499D18D96B4F@pcsexch.phillycarshare.loc> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D96B54@pcsexch.phillycarshare.loc> <> >Reading http://wiki.bestpractical.com/view/ClickableLinks , it seems to >reference paths/files for 3.4 that don't exist in 3.8.x.? Anyone have an >update to this method?? I'm generating tickets from a system that sends an >email alert that contains multiple links to affected systems, and agents >will need (and are already quite used to) being able to pull up the info >directly.? The URLs are also quite long and ugly and break across multiple >lines: copy/paste isn't a good solution. Following the directions on the wiki there better (understanding them on the third read or so...) realized I have to MAKE a file called default in that path. OK, fine; I created that path and stuck the final code block ('improved version') in it. RT is not broken - works in all respects AFAIK so far - but instead of clickable links as hoped for, or the old plain text display of https://blah.com/etc I now have html tags enclosing the links with the huge ugly URL being truncated in what's displayed - https://blah.com/etc trunc... so close, but not quite. Any ideas? ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels.? Your freedom. 215-730-0988 x131 -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From atsaloli.tech at gmail.com Thu Dec 4 18:24:50 2008 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Thu, 4 Dec 2008 15:24:50 -0800 Subject: [rt-users] How to learn RT? (I need to add custom database query) Message-ID: Hi. So I've just installed RT 3.8.1. I've never used RT before though I did install RT 2 a couple of years ago for somebody. My boss asked me how can we make it so that each ticket includes some custom information fetched from a separate database. For example, circuit id, from a list of all the different circuits we have. My question is - how should I learn RT? I have the book but it covers RT 2, not RT 3. Is it worthwhile to read the book? Or should I head straight for the Wiki? I've already gone through the FAQ... and I am about to look at the blog. Thanks, Aleksey -- Aleksey Tsalolikhin UNIX System Administrator "I get stuff done!" http://www.lifesurvives.com/ From ruz at bestpractical.com Thu Dec 4 18:38:07 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 5 Dec 2008 02:38:07 +0300 Subject: [rt-users] Clickable links for 3.8.1? In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18D96B54@pcsexch.phillycarshare.loc> References: <112A77B7EB8C584FBD7F05CA4B499D18D96B4F@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18D96B54@pcsexch.phillycarshare.loc> Message-ID: <589c94400812041538h13d89257m6285a2c18f6fd43f@mail.gmail.com> Look at Active_MakeClicky in RT's config. Please, update the wiki page. On Fri, Dec 5, 2008 at 2:16 AM, Robert Munsch wrote: > <> >Reading http://wiki.bestpractical.com/view/ClickableLinks , it seems to >reference paths/files for 3.4 that don't exist in 3.8.x. Anyone have an >update to this method? I'm generating tickets from a system that sends an >email alert that contains multiple links to affected systems, and agents >will need (and are already quite used to) being able to pull up the info >directly. The URLs are also quite long and ugly and break across multiple >lines: copy/paste isn't a good solution. > > Following the directions on the wiki there better (understanding them on the third read or so...) realized I have to MAKE a file called default in that path. OK, fine; I created that path and stuck the final code block ('improved version') in it. > > RT is not broken - works in all respects AFAIK so far - but instead of clickable links as hoped for, or the old plain text display of > > https://blah.com/etc > > I now have html tags enclosing the links with the huge ugly URL being truncated in what's displayed - > > https://blah.com/etc trunc... > > so close, but not quite. Any ideas? > > > ------------------------ > Rob Munsch > IT Administrator > http://www.PhillyCarShare.org > Our wheels. Your freedom. > 215-730-0988 x131 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Munsch at phillycarshare.org Thu Dec 4 18:52:21 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Thu, 4 Dec 2008 18:52:21 -0500 Subject: [rt-users] Clickable links for 3.8.1? References: <112A77B7EB8C584FBD7F05CA4B499D18D96B4F@pcsexch.phillycarshare.loc> <112A77B7EB8C584FBD7F05CA4B499D18D96B54@pcsexch.phillycarshare.loc> <589c94400812041538h13d89257m6285a2c18f6fd43f@mail.gmail.com> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D96B59@pcsexch.phillycarshare.loc> Oh. Well, look at that. I'll add this info to the wiki now. Thanks! ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf > Of Ruslan Zakirov > Sent: Thursday, December 04, 2008 6:38 PM > To: Robert Munsch > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Clickable links for 3.8.1? > > Look at Active_MakeClicky in RT's config. Please, update the wiki page. > > On Fri, Dec 5, 2008 at 2:16 AM, Robert Munsch > wrote: > > <> >Reading > http://wiki.bestpractical.com/view/ClickableLinks , it seems to >reference > paths/files for 3.4 that don't exist in 3.8.x. Anyone have an >update to > this method? I'm generating tickets from a system that sends an >email > alert that contains multiple links to affected systems, and agents >will > need (and are already quite used to) being able to pull up the info > >directly. The URLs are also quite long and ugly and break across > multiple >lines: copy/paste isn't a good solution. > > > > Following the directions on the wiki there better (understanding them on > the third read or so...) realized I have to MAKE a file called default in > that path. OK, fine; I created that path and stuck the final code block > ('improved version') in it. > > > > RT is not broken - works in all respects AFAIK so far - but instead of > clickable links as hoped for, or the old plain text display of > > > > https://blah.com/etc > > > > I now have html tags enclosing the links with the huge ugly URL being > truncated in what's displayed - > > > > time>https://blah.com/etc trunc... > > > > so close, but not quite. Any ideas? > > > > > > ------------------------ > > Rob Munsch > > IT Administrator > > http://www.PhillyCarShare.org > > Our wheels. Your freedom. > > 215-730-0988 x131 > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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. -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From btm at loftninjas.org Thu Dec 4 20:03:41 2008 From: btm at loftninjas.org (Bryan McLellan) Date: Thu, 4 Dec 2008 17:03:41 -0800 Subject: [rt-users] is SELECT GET_LOCK normal? Message-ID: <893823750812041703n51e33db5w89a1e6ea32d24e0@mail.gmail.com> I'm having issues with large tickets taking a while to load. FF3, IE7 and Links all show the symptoms where there will be long pauses between tickets being displayed RT 3.8.1 (source build) on Ubuntu intrepid amd64, with fast-cgi mysql-server 5.0.32-7etch5 on Debian etch x86, with huge.cnf on the mysql server in the "show process-list" shows: | Id | User | Host | db | Command | Time | State | Info | | 220 | rtuser | client:60233 | rtdb | Query | 28 | User lock | SELECT GET_LOCK('Apache-Session-a085f3079e948dbcff5c416644dce981', 3600) | | 221 | rtuser | client:60260 | rtdb | Query | 28 | User lock | SELECT GET_LOCK('Apache-Session-a085f3079e948dbcff5c416644dce981', 3600) | | 223 | rtuser | client:60281 | rtdb | Query | 28 | User lock | SELECT GET_LOCK('Apache-Session-a085f3079e948dbcff5c416644dce981', 3600) | About 20 comments on this ticket. One merge. The time column continues growing until the page is loaded: Time to display: 87.689462 The database has been through a number of upgrades from about 3.6.1. Perhaps there's something that went wrong in a db upgrade? Maybe I should try to dump and import the data to a fresh database? Bryan From micah at onshore.com Thu Dec 4 20:07:03 2008 From: micah at onshore.com (Micah Gersten) Date: Thu, 04 Dec 2008 19:07:03 -0600 Subject: [rt-users] is SELECT GET_LOCK normal? In-Reply-To: <893823750812041703n51e33db5w89a1e6ea32d24e0@mail.gmail.com> References: <893823750812041703n51e33db5w89a1e6ea32d24e0@mail.gmail.com> Message-ID: <49387EB7.9000101@onshore.com> I had this problem about a month ago. Search the archives for: Apache Session locking taking a while You should see some info on a possible fix. Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Bryan McLellan wrote: > I'm having issues with large tickets taking a while to load. FF3, IE7 > and Links all show the symptoms where there will be long pauses > between tickets being displayed > > RT 3.8.1 (source build) on Ubuntu intrepid amd64, with fast-cgi > mysql-server 5.0.32-7etch5 on Debian etch x86, with huge.cnf > > on the mysql server in the "show process-list" shows: > | Id | User | Host | db | > Command | Time | State | Info > | > | 220 | rtuser | client:60233 | rtdb | Query | 28 | User > lock | SELECT GET_LOCK('Apache-Session-a085f3079e948dbcff5c416644dce981', > 3600) | > | 221 | rtuser | client:60260 | rtdb | Query | 28 | User > lock | SELECT GET_LOCK('Apache-Session-a085f3079e948dbcff5c416644dce981', > 3600) | > | 223 | rtuser | client:60281 | rtdb | Query | 28 | User > lock | SELECT GET_LOCK('Apache-Session-a085f3079e948dbcff5c416644dce981', > 3600) | > > About 20 comments on this ticket. One merge. > > The time column continues growing until the page is loaded: Time to > display: 87.689462 > > The database has been through a number of upgrades from about 3.6.1. > Perhaps there's something that went wrong in a db upgrade? Maybe I > should try to dump and import the data to a fresh database? > > Bryan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From btm at loftninjas.org Thu Dec 4 20:21:46 2008 From: btm at loftninjas.org (Bryan McLellan) Date: Thu, 4 Dec 2008 17:21:46 -0800 Subject: [rt-users] long page load times with many comments, was: is SELECT GET_LOCK normal? Message-ID: <893823750812041721o7589bcefu30b5298dffebf5f5@mail.gmail.com> On Thu, Dec 4, 2008 at 5:07 PM, Micah Gersten wrote: > I had this problem about a month ago. Search the archives for: Apache > Session locking taking a while > You should see some info on a possible fix. Thanks, yes. Although, that seems like a hack of some kind. The select lock's go away when I changed 3006 to 1 in [1] but the page still takes almost 90 seconds to load. Switching from mod_perl to fastcgi didn't affect the load time, nor did switching mysql from the default my.cnf to huge.cnf. I'm using the default mpm-prefork settings but increasing them doesn't appear to decrease the load time. I feel like something in the process isn't threading enough and causing a bottleneck but I'm unsure as to what's left. Will keep digging. Bryan [1] /usr/share/perl5/Apache/Session/Lock/MySQL.pm From ruz at bestpractical.com Thu Dec 4 21:06:35 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 5 Dec 2008 05:06:35 +0300 Subject: [rt-users] long page load times with many comments, was: is SELECT GET_LOCK normal? In-Reply-To: <893823750812041721o7589bcefu30b5298dffebf5f5@mail.gmail.com> References: <893823750812041721o7589bcefu30b5298dffebf5f5@mail.gmail.com> Message-ID: <589c94400812041806t148d839s6f7b46850e77f8fb@mail.gmail.com> Could you check if ShowMessageStanza from 3.8 repository [1] improves situation? See also comments below. On Fri, Dec 5, 2008 at 4:21 AM, Bryan McLellan wrote: > On Thu, Dec 4, 2008 at 5:07 PM, Micah Gersten wrote: >> I had this problem about a month ago. Search the archives for: Apache >> Session locking taking a while >> You should see some info on a possible fix. > > Thanks, yes. Although, that seems like a hack of some kind. The select > lock's go away when I changed 3006 to 1 in [1] but the page still > takes almost 90 seconds to load. It's certainly a hack that doesn't improve performance in any way. > Switching from mod_perl to fastcgi didn't affect the load time, nor MP and FCGI are pretty close in speed. > did switching mysql from the default my.cnf to huge.cnf. I'm using the default my.cnf is not an option for any DB based application. > default mpm-prefork settings but increasing them doesn't appear to > decrease the load time. I feel like something in the process isn't > threading enough and causing a bottleneck but I'm unsure as to what's > left. Will keep digging. Start from identifying where RT spends more time during the request. > > Bryan [1] http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/3.8/trunk/share/html/Ticket/Elements/ShowMessageStanza -- Best regards, Ruslan. From sara at edhouse.cz Fri Dec 5 02:45:51 2008 From: sara at edhouse.cz (=?ISO-8859-2?Q?Tom=E1=B9_S=E1ra?=) Date: Fri, 05 Dec 2008 08:45:51 +0100 Subject: [rt-users] Unprivileged user cannot create ticket Message-ID: <4938DC2F.8090105@edhouse.cz> Hello everybody, first I have to say that I am new to RT system. After installing RT on our server I started to use it. It looks like a great system but it does have a lot of adjustments. At the begining I was a little bit connfused what is what. But know I am familiar with it a lot more. The root account is working great. Even the privilieged users are ok. The only problem I have are unprivileged users. I have some queues, lets say 3 of them ("Module 1", "Module 2", and "General"). I would like to allow unprivileged users to create tickets in queues "Module 1" and "Module 2" and I don't know how to do it. I have set to grou "Everyone" the rights "CreateTicket" and "ReplyToTicket" for both of these queues. But when I log in as a unprivileged user and want to create a ticket I can see "Queue: ** ()" on the first line of the new ticket. And when I press the button "Create ticket" I will obtain an Error: "You have no permission to create tickets in that queue. No details". When I tried to grant the "Everyone" group the same global permisions as I granted to the queues above, it was possible for the unprivileged user to create the ticket but he/she can't choose the queue to create it in. You can simulate this in the demo apllication on http://rt.easter-eggs.org/demos/stable/ when you log in as a guest/guest you will get the same. Any help is greatly appriciated. Sincerely Tomas Sara. From dando at email.it Fri Dec 5 03:23:59 2008 From: dando at email.it (Dando - Email.it) Date: Fri, 05 Dec 2008 09:23:59 +0100 Subject: [rt-users] Can t locate object method "new" via package "RTx::AssetTracker::Assets" In-Reply-To: <20081204160329.GB16382@bestpractical.com> References: <48ECB4FC.8060408@idowa.de> <519782dc0810080842i3d86d404q7e405019f93396d8@mail.gmail.com> <20081008154415.GI19026@bestpractical.com> <4937FC14.2040009@email.it> <20081204160329.GB16382@bestpractical.com> Message-ID: <4938E51F.70802@email.it> Jesse Vincent wrote: > >> Hi Jesse, >> we have the same problem with a similar configuration (RT 3.6.0 - AT >> 1.2.3 - mod_perl 2). >> >> What do you mean with "...a more recent SB..." ? >> > DBIx::SearchBuilder > > Hi Jesse, thank you very much for your fast reply, but the problem remain also after upgrading SB to the last version (1.54). The only workaround at the moment is to remove the paginated display for Asset Tracker search views. This problem doesn't happen for the ticket search views. Any suggestion ? Regards Daniele -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Fri Dec 5 07:18:41 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 5 Dec 2008 13:18:41 +0100 Subject: [rt-users] How to learn RT? (I need to add custom database query) In-Reply-To: References: Message-ID: <20081205121841.GN4547@easter-eggs.com> On Thu, Dec 04, 2008 at 03:24:50PM -0800, Aleksey Tsalolikhin wrote: > Hi. So I've just installed RT 3.8.1. I've never used RT before > though I did install RT 2 a couple of years ago for somebody. > > My boss asked me how can we make it so that each ticket includes some > custom information fetched from a separate database. > > For example, circuit id, from a list of all the different circuits we have. > RT can handle custom values for a ticket with the "Custom Fields" feature. Those fields can have a list of available items fetched from an external source (Database, FIle, LDap, whatever your perl knowledge can write). perldoc docs/creating_external_custom_fields.pod might help you :) From barnesaw at ucrwcu.rwc.uc.edu Fri Dec 5 09:38:31 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 05 Dec 2008 09:38:31 -0500 Subject: [rt-users] Adding users to groups to share tickets In-Reply-To: <49385F99.1060602@cryologic.com> References: <3e09024f0812040930w33cf39eek3931fb1fe9bf3657@mail.gmail.com> <49384C27.7090305@cryologic.com> <49385F99.1060602@cryologic.com> Message-ID: <49393CE7.80503@ucrwcu.rwc.uc.edu> Don't allow unprivileged the ModifySelf right then? When combined with the password script from the wiki or external auth, that right may be unnecessary. gordon at cryologic.com wrote: > On second thought, although this would be quite easy to implement, it > leaves open the serious possibility of users changing their email > address which would allow them to view tickets from other companies. > > Gordon > > > gordon at cryologic.com wrote: > >> Would it be possible to customise the SelfService search to display >> tickets with Requestors from the same email domain (assuming all >> Requestors from the one company use the same domain)? >> >> Gordon >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 barnesaw at ucrwcu.rwc.uc.edu Fri Dec 5 09:39:12 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 05 Dec 2008 09:39:12 -0500 Subject: [rt-users] Plugin not being used? In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18D96B4C@pcsexch.phillycarshare.loc> References: <112A77B7EB8C584FBD7F05CA4B499D18D96ACB@pcsexch.phillycarshare.loc> <49383ECB.6070704@purdue.edu> <112A77B7EB8C584FBD7F05CA4B499D18D96B4C@pcsexch.phillycarshare.loc> Message-ID: <49393D10.5070402@ucrwcu.rwc.uc.edu> Do you have all of the other external auth config options set? Robert Munsch wrote: > Many, many times. Not just restart: stopped it completely, wiped out > the plugin, reinstalled it, started apache. > > Nothing. > > ------------------------ > Rob Munsch > IT Administrator > http://www.PhillyCarShare.org > Our wheels. Your freedom. > 215-730-0988 x131 > > >> -----Original Message----- >> From: Keith A McDermott [mailto:kmcdermo at purdue.edu] >> Sent: Thursday, December 04, 2008 3:34 PM >> To: Robert Munsch >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Plugin not being used? >> >> Did you restart apache after changing RT_SiteConfig.pm? >> >> Keith McDermott >> Desktop Support Specialist - PCN >> Physics Department, Purdue University >> >> Web: http://www.physics.purdue.edu/pcn >> E-mail: kmcdermo at purdue.edu >> Phone: (765)496-2202 >> Address:525 Northwestern Avenue >> West Lafayette, IN 47907 >> >> Check out our new documentation at: >> http://www.physics.purdue.edu/PCN/doc/wiki >> >> >> >> Robert Munsch wrote: >> >>> Hey all (and Mike), >>> >>> Despite a >>> >>> Set(@Plugins, qw(RT::Authen::ExternalAuth)); >>> >>> As the first (non-comment) line in SiteConfig, it seems like ExtAuth >>> is not being used. Log files show internal handlers trying to >>> > process > >>> my login: there's no mention of even a passing thought towards >>> > trying > >>> to hit the external server. >>> >>> I've reinstalled RT completely not too long ago, and >>> RT::Authen::ExternalAuth several times. I've chown'd and chgrp'd >>> > thru > >>> everything and the webserver used can read all of it. I'm not sure >>> what to check next. >>> >>> Seems to me if that Set line is working, and my setup isn't, then >>> > the > >>> plugin should try to be used and bomb horribly, right? That's not >>> > what > >>> happening. It's acting like there's no plugin at all. >>> >>> Any thoughts? >>> >>> Thanks, >>> >>> ------------------------ >>> >>> Rob Munsch >>> >>> IT Administrator >>> >>> http://www.Philly**Car**Share.org >>> >>> **Our** wheels. **Your** freedom. >>> >>> 215-730-0988 x131 >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Fri Dec 5 09:46:22 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 05 Dec 2008 09:46:22 -0500 Subject: [rt-users] Unprivileged user cannot create ticket In-Reply-To: <4938DC2F.8090105@edhouse.cz> References: <4938DC2F.8090105@edhouse.cz> Message-ID: <49393EBE.2060301@ucrwcu.rwc.uc.edu> Give Unprivileged SeeQueue rights perhaps? Tom?? S?ra wrote: > Hello everybody, > first I have to say that I am new to RT system. After installing RT on > our server I started to use it. It looks like a great system but it does > have a lot of adjustments. At the begining I was a little bit connfused > what is what. But know I am familiar with it a lot more. > > The root account is working great. Even the privilieged users are ok. > The only problem I have are unprivileged users. I have some queues, lets > say 3 of them ("Module 1", "Module 2", and "General"). I would like to > allow unprivileged users to create tickets in queues "Module 1" and > "Module 2" and I don't know how to do it. I have set to grou "Everyone" > the rights "CreateTicket" and "ReplyToTicket" for both of these queues. > But when I log in as a unprivileged user and want to create a ticket I > can see "Queue: ** ()" on the first line of the new ticket. And when I > press the button "Create ticket" I will obtain an Error: "You have no > permission to create tickets in that queue. No details". > > When I tried to grant the "Everyone" group the same global permisions as > I granted to the queues above, it was possible for the unprivileged user > to create the ticket but he/she can't choose the queue to create it in. > > You can simulate this in the demo apllication on > http://rt.easter-eggs.org/demos/stable/ when you log in as a guest/guest > you will get the same. > > Any help is greatly appriciated. > Sincerely > Tomas Sara. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Rich.West at wesmo.com Fri Dec 5 10:45:50 2008 From: Rich.West at wesmo.com (Rich West) Date: Fri, 05 Dec 2008 10:45:50 -0500 Subject: [rt-users] User name collision Message-ID: <49394CAE.4090509@wesmo.com> I just got our company to migrate over to Request Tracker from an inferior product, and after a couple of days of good functionality, we received the following error: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (dshaw at mydomain.com). Now, we have had no problems with users submitting tickets... everyone is allowed to. I'm fully versed in the internals of RT, so it isn't like this is something new for me. So, as I dug in to the issue, I discovered that the user, dshaw, is listed in RequestTracker with the email address of dshaw at myotherdomain.com. The user name in RT is dshaw. I am guessing that, because dshaw at myotherdomain.com was already in the system with the RT user name of "dshaw", RT couldn't automatically create another "dshaw" user with a different email address. Is this a known issue? Is this something that can be avoided, and, if so, how? -Rich From sturner at MIT.EDU Fri Dec 5 11:20:07 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 05 Dec 2008 11:20:07 -0500 Subject: [rt-users] User name collision In-Reply-To: <49394CAE.4090509@wesmo.com> References: <49394CAE.4090509@wesmo.com> Message-ID: On Fri, 05 Dec 2008 10:45:50 -0500, Rich West wrote: > I just got our company to migrate over to Request Tracker from an > inferior product, and after a couple of days of good functionality, we > received the following error: > RT could not load a valid user, and RT's configuration does not > allow for the creation of a new user for this email (dshaw at mydomain.com). > > Now, we have had no problems with users submitting tickets... everyone > is allowed to. I'm fully versed in the internals of RT, so it isn't > like this is something new for me. So, as I dug in to the issue, I > discovered that the user, dshaw, is listed in RequestTracker with the > email address of dshaw at myotherdomain.com. The user name in RT is dshaw. > > I am guessing that, because dshaw at myotherdomain.com was already in the > system with the RT user name of "dshaw", RT couldn't automatically > create another "dshaw" user with a different email address. > > Is this a known issue? Is this something that can be avoided, and, if > so, how? > > -Rich > There's an RT extension that allows you to specify a second email address for a user: RT::Extension::MergeUsers Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From philfromwork at gmail.com Fri Dec 5 11:20:59 2008 From: philfromwork at gmail.com (Phil Labonte) Date: Fri, 5 Dec 2008 11:20:59 -0500 Subject: [rt-users] Is it normal to have to re-login every time I edit or view ticket? Message-ID: I am using RT3.6.5 Users can login and search. When they click on a ticket number they have to login again before they can edit the ticket. Is there a configuration change I can make to stop this from happening? From jesse at bestpractical.com Fri Dec 5 11:23:21 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 Dec 2008 11:23:21 -0500 Subject: [rt-users] User name collision In-Reply-To: <49394CAE.4090509@wesmo.com> References: <49394CAE.4090509@wesmo.com> Message-ID: <20081205162321.GR16382@bestpractical.com> On Fri, Dec 05, 2008 at 10:45:50AM -0500, Rich West wrote: > I just got our company to migrate over to Request Tracker from an > inferior product, and after a couple of days of good functionality, we > received the following error: > RT could not load a valid user, and RT's configuration does not > allow for the creation of a new user for this email (dshaw at mydomain.com). > > Now, we have had no problems with users submitting tickets... everyone > is allowed to. Literally? From 'UPGRADING': Now, if you want RT to automatically create new users upon ticket submission, you MUST grant 'Everyone' the right to create tickets. > I'm fully versed in the internals of RT, so it isn't > like this is something new for me. So, as I dug in to the issue, I > discovered that the user, dshaw, is listed in RequestTracker with the > email address of dshaw at myotherdomain.com. The user name in RT is dshaw. > > I am guessing that, because dshaw at myotherdomain.com was already in the > system with the RT user name of "dshaw", RT couldn't automatically > create another "dshaw" user with a different email address. > > Is this a known issue? Is this something that can be avoided, and, if > so, how? > > -Rich > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From tbrown at shawls.lib.il.us Fri Dec 5 11:25:28 2008 From: tbrown at shawls.lib.il.us (Troy Brown) Date: Fri, 5 Dec 2008 10:25:28 -0600 Subject: [rt-users] User name collision In-Reply-To: References: <49394CAE.4090509@wesmo.com> Message-ID: <003801c956f6$15b07840$411168c0$@lib.il.us> But what if you have a case where there are 2 legitimate 'dshaw' users? Ie dshaw at yahoo.com and dshaw at gmail.com that are indeed different people. Troy -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stephen Turner Sent: Friday, December 05, 2008 10:20 AM To: Rich West; rt-users at lists.bestpractical.com Subject: Re: [rt-users] User name collision On Fri, 05 Dec 2008 10:45:50 -0500, Rich West wrote: > I just got our company to migrate over to Request Tracker from an > inferior product, and after a couple of days of good functionality, we > received the following error: > RT could not load a valid user, and RT's configuration does not > allow for the creation of a new user for this email (dshaw at mydomain.com). > > Now, we have had no problems with users submitting tickets... everyone > is allowed to. I'm fully versed in the internals of RT, so it isn't > like this is something new for me. So, as I dug in to the issue, I > discovered that the user, dshaw, is listed in RequestTracker with the > email address of dshaw at myotherdomain.com. The user name in RT is dshaw. > > I am guessing that, because dshaw at myotherdomain.com was already in the > system with the RT user name of "dshaw", RT couldn't automatically > create another "dshaw" user with a different email address. > > Is this a known issue? Is this something that can be avoided, and, if > so, how? > > -Rich > There's an RT extension that allows you to specify a second email address for a user: RT::Extension::MergeUsers Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Fri Dec 5 11:28:16 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 Dec 2008 11:28:16 -0500 Subject: [rt-users] User name collision In-Reply-To: <003801c956f6$15b07840$411168c0$@lib.il.us> References: <49394CAE.4090509@wesmo.com> <003801c956f6$15b07840$411168c0$@lib.il.us> Message-ID: <20081205162816.GS16382@bestpractical.com> On Fri, Dec 05, 2008 at 10:25:28AM -0600, Troy Brown wrote: > But what if you have a case where there are 2 legitimate 'dshaw' users? Ie > dshaw at yahoo.com and dshaw at gmail.com that are indeed different people. > RT doesn't care if two users have the same first part of their email address. When it autocreates users it will set their usernames to their full email addresses. From sebsua at gmail.com Fri Dec 5 12:25:55 2008 From: sebsua at gmail.com (sebsua at gmail.com) Date: Fri, 5 Dec 2008 15:25:55 -0200 Subject: [rt-users] Help with Fetchmail Message-ID: Hi Folks! Need some help on the final step of an RT 3.6.7 installation on a CentOS box and fetchmail. Here's what we did: 1. Created a file called .fetchmailrc on /root/ with: ----- #!/bin/sh set logfile /opt/rt3/fetchmail.log # 30 sec: set daemon 30 poll 192.168.100.1 proto pop3: username peter there with password peter1 mda "/opt/rt3/bin/rt-mailgate -- url http://rt.domain.com/ --queue 'Peter' --action correspond" 2. On rc.local added: usr/bin/fetchmail su -c "fetchmail -d 60" root Looking throw the fetchmail.log i get this: No url provided to mail gateway! fetchmail: reading message peter at 192.168.100.1:3 of 3 (2399 octets) (log message incomplete)fetchmail: MDA returned nonzero status 255 fetchmail: not flushed fetchmail: 1 message for implementaciones at 192.168.100.1 (1460 octets). /opt/rt3/bin/rt-mailgate invoked improperly Any Clue? I know i missed or mess something! From Munsch at phillycarshare.org Fri Dec 5 12:33:15 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Fri, 5 Dec 2008 12:33:15 -0500 Subject: [rt-users] Plugin not being used? References: <112A77B7EB8C584FBD7F05CA4B499D18D96ACB@pcsexch.phillycarshare.loc> <49383ECB.6070704@purdue.edu> <112A77B7EB8C584FBD7F05CA4B499D18D96B4C@pcsexch.phillycarshare.loc> <49393D10.5070402@ucrwcu.rwc.uc.edu> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18D96C2A@pcsexch.phillycarshare.loc> > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Friday, December 05, 2008 9:39 AM > To: Robert Munsch > Cc: Keith A McDermott; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Plugin not being used? > > Do you have all of the other external auth config options set? > I had thought so. I have all the options from the RT_SiteConfig.pm that comes with the plugin. I don't see anything else in RT_Config that looks like "and use an external auth source," other than WebAuth stuff which has been mentioned on the list as "don't use this and ExternalAuth at the same time." Specifically I have: Set(@Plugins, qw(RT::Authen::ExternalAuth)); Set($ExternalAuthPriority, ['AD_LDAP']); Set($ExternalInfoPriority, ['AD_LDAP']); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, {'AD_LDAP' => { ## GENERIC SECTION ... and the AD specific stuff goes on from there. > Robert Munsch wrote: > > Many, many times. Not just restart: stopped it completely, wiped out > > the plugin, reinstalled it, started apache. > > > > Nothing. > > > > ------------------------ > > Rob Munsch > > IT Administrator > > http://www.PhillyCarShare.org > > Our wheels. Your freedom. > > 215-730-0988 x131 > > > > > >> -----Original Message----- > >> From: Keith A McDermott [mailto:kmcdermo at purdue.edu] > >> Sent: Thursday, December 04, 2008 3:34 PM > >> To: Robert Munsch > >> Cc: rt-users at lists.bestpractical.com > >> Subject: Re: [rt-users] Plugin not being used? > >> > >> Did you restart apache after changing RT_SiteConfig.pm? > >> > >> Keith McDermott > >> Desktop Support Specialist - PCN > >> Physics Department, Purdue University > >> > >> Web: http://www.physics.purdue.edu/pcn > >> E-mail: kmcdermo at purdue.edu > >> Phone: (765)496-2202 > >> Address:525 Northwestern Avenue > >> West Lafayette, IN 47907 > >> > >> Check out our new documentation at: > >> http://www.physics.purdue.edu/PCN/doc/wiki > >> > >> > >> > >> Robert Munsch wrote: > >> > >>> Hey all (and Mike), > >>> > >>> Despite a > >>> > >>> Set(@Plugins, qw(RT::Authen::ExternalAuth)); > >>> > >>> As the first (non-comment) line in SiteConfig, it seems like ExtAuth > >>> is not being used. Log files show internal handlers trying to > >>> > > process > > > >>> my login: there's no mention of even a passing thought towards > >>> > > trying > > > >>> to hit the external server. > >>> > >>> I've reinstalled RT completely not too long ago, and > >>> RT::Authen::ExternalAuth several times. I've chown'd and chgrp'd > >>> > > thru > > > >>> everything and the webserver used can read all of it. I'm not sure > >>> what to check next. > >>> > >>> Seems to me if that Set line is working, and my setup isn't, then > >>> > > the > > > >>> plugin should try to be used and bomb horribly, right? That's not > >>> > > what > > > >>> happening. It's acting like there's no plugin at all. > >>> > >>> Any thoughts? > >>> > >>> Thanks, > >>> > >>> ------------------------ > >>> > >>> Rob Munsch > >>> > >>> IT Administrator > >>> > >>> http://www.Philly**Car**Share.org > >>> > >>> **Our** wheels. **Your** freedom. > >>> > >>> 215-730-0988 x131 > >>> > >>> _______________________________________________ > >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>> > >>> Community help: http://wiki.bestpractical.com > >>> Commercial support: sales at bestpractical.com > >>> > >>> > >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >>> Buy a copy at http://rtbook.bestpractical.com > >>> > >>> _______________________________________________ > >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>> > >>> Community help: http://wiki.bestpractical.com > >>> Commercial support: sales at bestpractical.com > >>> > >>> > >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >>> Buy a copy at http://rtbook.bestpractical.com > > -- > Drew Barnes > Applications Analyst > Network Resources Department > Raymond Walters College > University of Cincinnati -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From me at jdavidbaker.com Fri Dec 5 12:49:31 2008 From: me at jdavidbaker.com (Jon Baker) Date: Fri, 5 Dec 2008 11:49:31 -0600 Subject: [rt-users] Segmentation fault - clearing cookie fixes it Message-ID: <3AE02914-8C24-425A-8D5D-81FCB5D95DFA@jdavidbaker.com> I just upgraded my RT to 3.8.1 (was 3.7.1) and it was working along fine. I noticed the graph views, and thought that sounded interesting, so I clicked on that, and suddenly my screen went blank. Looking at the logs I see a segmentation fault. I dug around for quite a while trying to solve this to no avail. I installed some perl packages that were being complained about in the logs, but still, nothing. I went and restored my database from before the upgrade, and it started working again. I did the same chart and it broke again. I then tried it from a different browser and it was working over there - so I got rid of the session cookie and it started working on the other browser. I have no idea what is getting set in the cookie that would be causing the segmentation fault - any ideas? -- Jon Baker "This e-mail has been transmitted using 100% recycled electrons." -------------- next part -------------- An HTML attachment was scrubbed... URL: From joe.hartley at retailsolutions.com Fri Dec 5 13:26:14 2008 From: joe.hartley at retailsolutions.com (Joe Hartley) Date: Fri, 5 Dec 2008 10:26:14 -0800 Subject: [rt-users] Help with Fetchmail In-Reply-To: References: Message-ID: <580CB599E684764C84C5CCFA64A929B401127999@EXVBE011-2.exch011.intermedia.net> You have a space between the double dashes and url. -- Joe Hartley | Sr. Linux SysAdmin Retail Solutions, Inc. (formerly VeriSign RDS) joe.hartley at retailsolutions.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of sebsua at gmail.com Sent: Friday, December 05, 2008 12:26 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Help with Fetchmail Hi Folks! Need some help on the final step of an RT 3.6.7 installation on a CentOS box and fetchmail. Here's what we did: 1. Created a file called .fetchmailrc on /root/ with: ----- #!/bin/sh set logfile /opt/rt3/fetchmail.log # 30 sec: set daemon 30 poll 192.168.100.1 proto pop3: username peter there with password peter1 mda "/opt/rt3/bin/rt-mailgate -- url http://rt.domain.com/ --queue 'Peter' --action correspond" 2. On rc.local added: usr/bin/fetchmail su -c "fetchmail -d 60" root Looking throw the fetchmail.log i get this: No url provided to mail gateway! fetchmail: reading message peter at 192.168.100.1:3 of 3 (2399 octets) (log message incomplete)fetchmail: MDA returned nonzero status 255 fetchmail: not flushed fetchmail: 1 message for implementaciones at 192.168.100.1 (1460 octets). /opt/rt3/bin/rt-mailgate invoked improperly Any Clue? I know i missed or mess something! _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From Rich.West at wesmo.com Fri Dec 5 13:43:06 2008 From: Rich.West at wesmo.com (Rich West) Date: Fri, 05 Dec 2008 13:43:06 -0500 Subject: [rt-users] User name collision In-Reply-To: <20081205162321.GR16382@bestpractical.com> References: <49394CAE.4090509@wesmo.com> <20081205162321.GR16382@bestpractical.com> Message-ID: <4939763A.5080903@wesmo.com> Jesse Vincent wrote: > On Fri, Dec 05, 2008 at 10:45:50AM -0500, Rich West wrote: > >> I just got our company to migrate over to Request Tracker from an >> inferior product, and after a couple of days of good functionality, we >> received the following error: >> RT could not load a valid user, and RT's configuration does not >> allow for the creation of a new user for this email (dshaw at mydomain.com). >> >> Now, we have had no problems with users submitting tickets... everyone >> is allowed to. >> > > Literally? From 'UPGRADING': > > Now, if you want RT to automatically create new users upon ticket > submission, you MUST grant 'Everyone' the right to create tickets. That was, as you can guess, the first thing I looked at before sending my email. :-P :) Seriously, though, the issue was with regard to the LDAP authentication module. It seems that it was matching users based upon Name, E-Mail, Work phone, etc. I came across the following post from someone today: http://blog.loftninjas.org/2008/11/05/request-tracker-could-not-load-a-valid-user/ Which referenced another posting from this list from back in July: http://lists.bestpractical.com/pipermail/rt-users/2008-July/052700.html I eliminated the other potential ways of matching, leaving just the email address as the attribute in LDAP to match againsts, which fixed the issue. -Rich From elton.fenner at al.rs.gov.br Fri Dec 5 13:51:07 2008 From: elton.fenner at al.rs.gov.br (Elton S. Fenner) Date: Fri, 05 Dec 2008 16:51:07 -0200 Subject: [rt-users] Can't call method "as_string". . . . . . . LDAP.pm line 97 Message-ID: <4939781B.5010209@al.rs.gov.br> An HTML attachment was scrubbed... URL: From cfairman at epgy.stanford.edu Fri Dec 5 14:23:57 2008 From: cfairman at epgy.stanford.edu (Carolyn Fairman) Date: Fri, 5 Dec 2008 11:23:57 -0800 Subject: [rt-users] text box text forced to bottom? Message-ID: When users click Reply and then start to type their response in the text box, the text gets forced to the bottom of the box. Is there a setting I missed to permit typing to go at the top of the box if that's where the cursor is? It also jumps to a wide line spacing but we can live with that. Carolyn From atsaloli.tech at gmail.com Fri Dec 5 14:30:24 2008 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Fri, 5 Dec 2008 11:30:24 -0800 Subject: [rt-users] How to learn RT? (I need to add custom database query) In-Reply-To: <20081205121841.GN4547@easter-eggs.com> References: <20081205121841.GN4547@easter-eggs.com> Message-ID: Thank you, Emmanuel for the RTFM pointer, my new tickets now include a Custom Field with values fetched from an external source. Woo-hoo! :) Next question - and this is what my boss really wants - is to have multiple text boxes where the user provides input, and then they click "search" and another custom field, of type "select a value", or "select multiple values" is populated from an external sources based on the input provided in the first few text boxes. For example, the user input might be: company and city, and the select menu would contain all the stores operated by $company in $city. And user needs to be able to change the value of $city, for example, and click "refresh" or "submit", and the list of stores would change. Can RT do that, please? How? Best, Aleksey From jtollerton at zoominternet.net Fri Dec 5 14:35:31 2008 From: jtollerton at zoominternet.net (Jon Tollerton) Date: Fri, 05 Dec 2008 14:35:31 -0500 Subject: [rt-users] Segmentation fault - clearing cookie fixes it In-Reply-To: <3AE02914-8C24-425A-8D5D-81FCB5D95DFA@jdavidbaker.com> References: <3AE02914-8C24-425A-8D5D-81FCB5D95DFA@jdavidbaker.com> Message-ID: <49398283.9020604@zoominternet.net> Did you upgrade DBD::mysql if MySQL is the backend? 4.006 is the newest version that I got to work http://rt.cpan.org/Public/Bug/Display.html?id=37027 Jon Baker wrote: > I just upgraded my RT to 3.8.1 (was 3.7.1) and it was working along > fine. I noticed the graph views, and thought that sounded > interesting, so I clicked on that, and suddenly my screen went blank. > Looking at the logs I see a segmentation fault. I dug around for > quite a while trying to solve this to no avail. I installed some perl > packages that were being complained about in the logs, but still, > nothing. I went and restored my database from before the upgrade, and > it started working again. I did the same chart and it broke again. I > then tried it from a different browser and it was working over there - > so I got rid of the session cookie and it started working on the other > browser. I have no idea what is getting set in the cookie that would > be causing the segmentation fault - any ideas? > > -- > > Jon Baker > > > "This e-mail has been transmitted using 100% recycled electrons." > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 natxo.asenjo at gmail.com Fri Dec 5 16:39:24 2008 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Fri, 5 Dec 2008 22:39:24 +0100 Subject: [rt-users] rt 3.8.1 graph not working Message-ID: <90f6e8270812051339tbbc7656h59243c2594984a3f@mail.gmail.com> hi, I have a clean test installation of rt 3.8.1 and it looks great. Thanks for all the hard work! This is a kvm virtual machine with debian testing. Most of the perl modules are from cpan, not from debian repos. I use the make fixdeps option. When I click on a ticket on the grap link, I get this ugly perl error page: Error during compilation of /opt/rt3/share/html/Ticket/Graphs/index.html: Attempt to reload RT/Graph/Tickets.pm aborted. Compilation failed in require at /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack: [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:811] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:441] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:246] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:211] [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:97] [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] [/usr/local/share/perl/5.10.0/Class/Container.pm:275] [/usr/local/share/perl/5.10.0/Class/Container.pm:353] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:348] [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:868] [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:822] [/opt/rt3/bin/webmux.pl:148] [/opt/rt3/share/html/Ticket/Graphs/index.html:78] BEGIN failed--compilation aborted at /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack: [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:811] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:441] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:246] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:211] [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:97] [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] [/usr/local/share/perl/5.10.0/Class/Container.pm:275] [/usr/local/share/perl/5.10.0/Class/Container.pm:353] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:348] [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:868] [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:822] [/opt/rt3/bin/webmux.pl:148] [/opt/rt3/share/html/Ticket/Graphs/index.html:78] I installed graphviz because I was seeing this syslog: Dec 4 17:14:33 RT: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /root/rt-3.8.1/sbin/../local/lib /root/rt-3.8.1/sbin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /root/rt-3.8.1/sbin/../lib/RT/Config.pm line 249. # perl -MCPAN -e 'install GraphViz' CPAN: Storable loaded ok (v2.18) Going to read /root/.cpan/Metadata Database was generated on Fri, 05 Dec 2008 03:27:20 GMT CPAN: YAML loaded ok (v0.67) Going to read 148 yaml files from /root/.cpan/build/ CPAN: Time::HiRes loaded ok (v1.9711) ............................................................................DONE Restored the state of 148 (in 1.2082 secs) GraphViz is up to date (2.03). Any clues? -- Groeten, J.Asenjo From Munsch at phillycarshare.org Fri Dec 5 17:51:28 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Fri, 5 Dec 2008 17:51:28 -0500 Subject: [rt-users] RT blown away somehow configging apache2? Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18DDD38B@pcsexch.phillycarshare.loc> Something horrible just happened. I had a functional, accepting-tickets-from-emails RT going, and went to add a virtual host for another department's intranet site. I wasn't doing anything with RT. I was busy mucking up the apache config, when I noticed during a restart Warning: DocumentRoot [/opt/rt3/share/html] does not exist And thought, what the hell? Went to look, and somehow everything in /opt/rt3 except etc/ and local/ was blown away. Gone. The files in etc/ and local/ were the defaults, as from a fresh install. The directories themselves have a timestamp of about an hour ago. I immediately went very, very carefully through my bash_history. I see nothing like the nuke-all rm -rf you'd expect to find in a case like this. The entire rt3/ dir being blown away I could understand as a bad, bad typo: the two new versions of etc/ and local/ with all others being gone completely mystifies me. Before I go putting this all back, I'd like to identify what happened if possible. I'm not sure where to even start looking. ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From chaim.rieger at gmail.com Fri Dec 5 17:53:46 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Fri, 5 Dec 2008 22:53:46 +0000 Subject: [rt-users] RT blown away somehow configging apache2? In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18DDD38B@pcsexch.phillycarshare.loc> References: <112A77B7EB8C584FBD7F05CA4B499D18DDD38B@pcsexch.phillycarshare.loc> Message-ID: <1591466361-1228517632-cardhu_decombobulator_blackberry.rim.net-1705294103-@bxe339.bisx.prod.on.blackberry> Was opt/rt a link perhaps to usr/local/www/rt ? Sent via BlackBerry from T-Mobile -----Original Message----- From: "Robert Munsch" Date: Fri, 5 Dec 2008 17:51:28 To: Subject: [rt-users] RT blown away somehow configging apache2? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From chaim.rieger at gmail.com Fri Dec 5 17:54:18 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Fri, 5 Dec 2008 22:54:18 +0000 Subject: [rt-users] RT blown away somehow configging apache2? In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18DDD38B@pcsexch.phillycarshare.loc> References: <112A77B7EB8C584FBD7F05CA4B499D18DDD38B@pcsexch.phillycarshare.loc> Message-ID: <1055156310-1228517663-cardhu_decombobulator_blackberry.rim.net-424660388-@bxe339.bisx.prod.on.blackberry> Find / -name rt3 -type dir -print Sent via BlackBerry from T-Mobile -----Original Message----- From: "Robert Munsch" Date: Fri, 5 Dec 2008 17:51:28 To: Subject: [rt-users] RT blown away somehow configging apache2? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From Munsch at phillycarshare.org Fri Dec 5 18:04:35 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Fri, 5 Dec 2008 18:04:35 -0500 Subject: [rt-users] RT blown away somehow configging apache2? References: <112A77B7EB8C584FBD7F05CA4B499D18DDD38B@pcsexch.phillycarshare.loc> <1591466361-1228517632-cardhu_decombobulator_blackberry.rim.net-1705294103-@bxe339.bisx.prod.on.blackberry> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18DDD38E@pcsexch.phillycarshare.loc> > From: chaim.rieger at gmail.com [mailto:chaim.rieger at gmail.com] > Sent: Friday, December 05, 2008 5:54 PM > To: Robert Munsch; rt-users-bounces at lists.bestpractical.com; rt- > users at lists.bestpractical.com > Subject: Re: [rt-users] RT blown away somehow configging apache2? > > Was opt/rt a link perhaps to usr/local/www/rt ? I wish :). > > > Sent via BlackBerry from T-Mobile > > -----Original Message----- > From: "Robert Munsch" > > Date: Fri, 5 Dec 2008 17:51:28 > To: > Subject: [rt-users] RT blown away somehow configging apache2? > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From chaim.rieger at gmail.com Fri Dec 5 18:07:53 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Fri, 5 Dec 2008 23:07:53 +0000 Subject: [rt-users] RT blown away somehow configging apache2? In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18DDD38F@pcsexch.phillycarshare.loc> References: <112A77B7EB8C584FBD7F05CA4B499D18DDD38B@pcsexch.phillycarshare.loc> <1055156310-1228517663-cardhu_decombobulator_blackberry.rim.net-424660388-@bxe339.bisx.prod.on.blackberry><112A77B7EB8C584FBD7F05CA4B499D18DDD38F@pcsexch.phillycarshare.loc> Message-ID: <1822539422-1228518479-cardhu_decombobulator_blackberry.rim.net-555396922-@bxe339.bisx.prod.on.blackberry> Locatedb only works for stuff that in your PATH. Do find -type d not dir. Did you run yum or apt ? Sent via BlackBerry from T-Mobile -----Original Message----- From: "Robert Munsch" Date: Fri, 5 Dec 2008 18:07:18 To: ; Subject: RE: [rt-users] RT blown away somehow configging apache2? root at data:/opt/rt3# find / -name rt3 -type dir -print find: invalid argument `dir' to `-type' In any event, updatedb and 'locate rt3' doesn't find the droids I'm looking for. These weren't symlinks, these were the real files; and they have really Gone Away. I just need to identify how so I don't do it again. I don't see how anything, no matter how wonky, involved in messing with Apache2 configs could annihilate the RT install, but... ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 > -----Original Message----- > From: chaim.rieger at gmail.com [mailto:chaim.rieger at gmail.com] > Sent: Friday, December 05, 2008 5:54 PM > To: Robert Munsch; rt-users-bounces at lists.bestpractical.com; rt- > users at lists.bestpractical.com > Subject: Re: [rt-users] RT blown away somehow configging apache2? > > Find / -name rt3 -type dir -print > > > Sent via BlackBerry from T-Mobile > > -----Original Message----- > From: "Robert Munsch" > > Date: Fri, 5 Dec 2008 17:51:28 > To: > Subject: [rt-users] RT blown away somehow configging apache2? > > >_______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From Munsch at phillycarshare.org Fri Dec 5 18:07:18 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Fri, 5 Dec 2008 18:07:18 -0500 Subject: [rt-users] RT blown away somehow configging apache2? References: <112A77B7EB8C584FBD7F05CA4B499D18DDD38B@pcsexch.phillycarshare.loc> <1055156310-1228517663-cardhu_decombobulator_blackberry.rim.net-424660388-@bxe339.bisx.prod.on.blackberry> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18DDD38F@pcsexch.phillycarshare.loc> root at data:/opt/rt3# find / -name rt3 -type dir -print find: invalid argument `dir' to `-type' In any event, updatedb and 'locate rt3' doesn't find the droids I'm looking for. These weren't symlinks, these were the real files; and they have really Gone Away. I just need to identify how so I don't do it again. I don't see how anything, no matter how wonky, involved in messing with Apache2 configs could annihilate the RT install, but... ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 > -----Original Message----- > From: chaim.rieger at gmail.com [mailto:chaim.rieger at gmail.com] > Sent: Friday, December 05, 2008 5:54 PM > To: Robert Munsch; rt-users-bounces at lists.bestpractical.com; rt- > users at lists.bestpractical.com > Subject: Re: [rt-users] RT blown away somehow configging apache2? > > Find / -name rt3 -type dir -print > > > Sent via BlackBerry from T-Mobile > > -----Original Message----- > From: "Robert Munsch" > > Date: Fri, 5 Dec 2008 17:51:28 > To: > Subject: [rt-users] RT blown away somehow configging apache2? > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From Munsch at phillycarshare.org Fri Dec 5 18:51:24 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Fri, 5 Dec 2008 18:51:24 -0500 Subject: [rt-users] RT blown away somehow configging apache2? References: <112A77B7EB8C584FBD7F05CA4B499D18DDD38B@pcsexch.phillycarshare.loc> <1055156310-1228517663-cardhu_decombobulator_blackberry.rim.net-424660388-@bxe339.bisx.prod.on.blackberry><112A77B7EB8C584FBD7F05CA4B499D18DDD38F@pcsexch.phillycarshare.loc> <1822539422-1228518479-cardhu_decombobulator_blackberry.rim.net-555396922-@bxe339.bisx.prod.on.blackberry> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18DDD391@pcsexch.phillycarshare.loc> Nope, didn't run any packagers: but this was an install from source. The source files remain where I unpacked them, which may have been a mistake: maybe I triggered a reinstall without realizing it? But then, why did it only create the two directories, instead of all of them? ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 > -----Original Message----- > From: chaim.rieger at gmail.com [mailto:chaim.rieger at gmail.com] > Sent: Friday, December 05, 2008 6:08 PM > To: Robert Munsch; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT blown away somehow configging apache2? > > Locatedb only works for stuff that in your PATH. > > Do find -type d not dir. > > Did you run yum or apt ? > > > Sent via BlackBerry from T-Mobile > > -----Original Message----- > From: "Robert Munsch" > > Date: Fri, 5 Dec 2008 18:07:18 > To: ; > Subject: RE: [rt-users] RT blown away somehow configging apache2? > > > root at data:/opt/rt3# find / -name rt3 -type dir -print > find: invalid argument `dir' to `-type' > > In any event, updatedb and 'locate rt3' doesn't find the droids I'm > looking for. These weren't symlinks, these were the real files; and > they have really Gone Away. I just need to identify how so I don't do > it again. I don't see how anything, no matter how wonky, involved in > messing with Apache2 configs could annihilate the RT install, but... > > ------------------------ > Rob Munsch > IT Administrator > http://www.PhillyCarShare.org > Our wheels. Your freedom. > 215-730-0988 x131 > > > -----Original Message----- > > From: chaim.rieger at gmail.com [mailto:chaim.rieger at gmail.com] > > Sent: Friday, December 05, 2008 5:54 PM > > To: Robert Munsch; rt-users-bounces at lists.bestpractical.com; rt- > > users at lists.bestpractical.com > > Subject: Re: [rt-users] RT blown away somehow configging apache2? > > > > Find / -name rt3 -type dir -print > > > > > > Sent via BlackBerry from T-Mobile > > > > -----Original Message----- > > From: "Robert Munsch" > > > > Date: Fri, 5 Dec 2008 17:51:28 > > To: > > Subject: [rt-users] RT blown away somehow configging apache2? > > > > > >_______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From natxo.asenjo at gmail.com Sat Dec 6 09:04:27 2008 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Sat, 6 Dec 2008 15:04:27 +0100 Subject: [rt-users] rt 3.8.1 graph not working Message-ID: <90f6e8270812060604k34dc023an72417bbfc951b07d@mail.gmail.com> hi, I have a clean test installation of rt 3.8.1 and it looks great. Thanks for all the hard work! This is a kvm virtual machine with debian testing. Most of the perl modules are from cpan, not from debian repos. I use the make fixdeps option. When I click on a ticket on the grap link, I get this ugly perl error page: Error during compilation of /opt/rt3/share/html/Ticket/Graphs/index.html: Attempt to reload RT/Graph/Tickets.pm aborted. Compilation failed in require at /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack: [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:811] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:441] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:246] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:211] [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:97] [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] [/usr/local/share/perl/5.10.0/Class/Container.pm:275] [/usr/local/share/perl/5.10.0/Class/Container.pm:353] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:348] [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:868] [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:822] [/opt/rt3/bin/webmux.pl:148] [/opt/rt3/share/html/Ticket/Graphs/index.html:78] BEGIN failed--compilation aborted at /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack: [/opt/rt3/share/html/Ticket/Graphs/index.html:78] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:811] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:441] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:246] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:211] [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:97] [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] [/usr/local/share/perl/5.10.0/Class/Container.pm:275] [/usr/local/share/perl/5.10.0/Class/Container.pm:353] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:348] [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:868] [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:822] [/opt/rt3/bin/webmux.pl:148] [/opt/rt3/share/html/Ticket/Graphs/index.html:78] I installed graphviz because I was seeing this syslog: Dec 4 17:14:33 RT: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /root/rt-3.8.1/sbin/../local/lib /root/rt-3.8.1/sbin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /root/rt-3.8.1/sbin/../lib/RT/Config.pm line 249. # perl -MCPAN -e 'install GraphViz' CPAN: Storable loaded ok (v2.18) Going to read /root/.cpan/Metadata Database was generated on Fri, 05 Dec 2008 03:27:20 GMT CPAN: YAML loaded ok (v0.67) Going to read 148 yaml files from /root/.cpan/build/ CPAN: Time::HiRes loaded ok (v1.9711) ...........................................................................DONE Restored the state of 148 (in 1.2082 secs) GraphViz is up to date (2.03). Any clues? -- Groeten, J.Asenjo From ruz at bestpractical.com Sat Dec 6 10:48:47 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 6 Dec 2008 18:48:47 +0300 Subject: [rt-users] rt 3.8.1 graph not working In-Reply-To: <90f6e8270812060604k34dc023an72417bbfc951b07d@mail.gmail.com> References: <90f6e8270812060604k34dc023an72417bbfc951b07d@mail.gmail.com> Message-ID: <589c94400812060748l6b10651fpaf8464a7435e7f91@mail.gmail.com> stop/start your web server On Sat, Dec 6, 2008 at 5:04 PM, Natxo Asenjo wrote: > hi, > > I have a clean test installation of rt 3.8.1 and it looks great. > Thanks for all the hard work! > > This is a kvm virtual machine with debian testing. Most of the perl > modules are from cpan, not from debian repos. I use the make fixdeps > option. > > When I click on a ticket on the grap link, I get this ugly perl error page: > > Error during compilation of > /opt/rt3/share/html/Ticket/Graphs/index.html: Attempt to reload > RT/Graph/Tickets.pm aborted. Compilation failed in require at > /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack: > [/opt/rt3/share/html/Ticket/Graphs/index.html:78] > [/opt/rt3/share/html/Ticket/Graphs/index.html:78] > [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:811] > [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:441] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:246] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:211] > [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:97] > [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] > [/usr/local/share/perl/5.10.0/Class/Container.pm:275] > [/usr/local/share/perl/5.10.0/Class/Container.pm:353] > [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:348] > [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:868] > [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:822] > [/opt/rt3/bin/webmux.pl:148] > [/opt/rt3/share/html/Ticket/Graphs/index.html:78] BEGIN > failed--compilation aborted at > /opt/rt3/share/html/Ticket/Graphs/index.html line 78. Stack: > [/opt/rt3/share/html/Ticket/Graphs/index.html:78] > [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:811] > [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:441] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:246] > [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:211] > [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:97] > [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] > [/usr/local/share/perl/5.10.0/Class/Container.pm:275] > [/usr/local/share/perl/5.10.0/Class/Container.pm:353] > [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:348] > [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:868] > [/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm:822] > [/opt/rt3/bin/webmux.pl:148] > [/opt/rt3/share/html/Ticket/Graphs/index.html:78] > > I installed graphviz because I was seeing this syslog: > Dec 4 17:14:33 RT: You've enabled GraphViz, but we couldn't load the > module: Can't locate GraphViz.pm in @INC (@INC contains: > /root/rt-3.8.1/sbin/../local/lib /root/rt-3.8.1/sbin/../lib /etc/perl > /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 > /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 > /usr/local/lib/site_perl .) at /root/rt-3.8.1/sbin/../lib/RT/Config.pm > line 249. > > # perl -MCPAN -e 'install GraphViz' > CPAN: Storable loaded ok (v2.18) > Going to read /root/.cpan/Metadata > Database was generated on Fri, 05 Dec 2008 03:27:20 GMT > CPAN: YAML loaded ok (v0.67) > Going to read 148 yaml files from /root/.cpan/build/ > CPAN: Time::HiRes loaded ok (v1.9711) > ...........................................................................DONE > Restored the state of 148 (in 1.2082 secs) > GraphViz is up to date (2.03). > > Any clues? > -- > Groeten, > J.Asenjo > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From natxo.asenjo at gmail.com Sat Dec 6 13:14:15 2008 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Sat, 6 Dec 2008 19:14:15 +0100 Subject: [rt-users] rt 3.8.1 graph not working In-Reply-To: <589c94400812060748l6b10651fpaf8464a7435e7f91@mail.gmail.com> References: <90f6e8270812060604k34dc023an72417bbfc951b07d@mail.gmail.com> <589c94400812060748l6b10651fpaf8464a7435e7f91@mail.gmail.com> Message-ID: <90f6e8270812061014w19dc191arf5ac7216853d844a@mail.gmail.com> On Sat, Dec 6, 2008 at 4:48 PM, Ruslan Zakirov wrote: > stop/start your web server that did not solve the problem yesterday. It doesn't solve it today either. I rebooted the vm; removed the mason cache. Any other ideas? It is not critical either. Is there a way to disable the graphing abilitiy all together in RT_StieConfig.pm ? natxo From jeff at bofus.org Sun Dec 7 00:48:21 2008 From: jeff at bofus.org (jeff at bofus.org) Date: Sat, 06 Dec 2008 23:48:21 -0600 Subject: [rt-users] Problem with Data::ICal (RT 3.8.1) Message-ID: <493B63A5.2000901@bofus.org> I am trying to install RT 3.8.1 in a new directory (I have 3.6.6 installed already) I am running into trouble with Data::ICal. It is already installed, however, make testdeps does not find it properly. I run make testdeps Data::ICal...MISSING So I run make fixdeps, but it states that it is already up to date: Install module Data::ICal CPAN: File::HomeDir loaded ok (v0.69) CPAN: Storable loaded ok (v2.18) Going to read /root/.cpan/Metadata Database was generated on Sat, 29 Nov 2008 20:28:11 GMT Data::ICal is up to date (0.13). So I then run "make install", and again it says it is missing: SOME DEPENDENCIES WERE MISSING. ICAL missing dependencies: Data::ICal...MISSING make: *** [testdeps] Error 1 I am running: CentOS release 4.5 perl v5.8.5 RT 3.8.1 any help would be greatly appreciated! Thanks! -Jeff Humes -------------- next part -------------- An HTML attachment was scrubbed... URL: From atossava at cc.helsinki.fi Sun Dec 7 08:28:12 2008 From: atossava at cc.helsinki.fi (Atro Tossavainen) Date: Sun, 7 Dec 2008 15:28:12 +0200 (EET) Subject: [rt-users] Scrip to selectively autorespond? Message-ID: <200812071328.mB7DSCcf005613@ruuvi.it.helsinki.fi> I was wondering if anybody has already dealt with the issue of RT either autoresponding to all incoming messages or not autoresponding to any at all. Specifically, I'd like to try to implement recommendations of RFC 3834 in the autoresponder - such as, if RT gets mail from another auto- responder that is easily identifiable as such, to stop generating loops. Any pointers will be welcome. -- Atro Tossavainen (Mr.) / The Institute of Biotechnology at Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS From jeff at bofus.org Sun Dec 7 10:39:03 2008 From: jeff at bofus.org (jeff at bofus.org) Date: Sun, 07 Dec 2008 09:39:03 -0600 Subject: [rt-users] Problem with Data::ICal (RT 3.8.1) In-Reply-To: <589c94400812062257r5ba15b23g3eca10c7ea7bc7a1@mail.gmail.com> References: <493B63A5.2000901@bofus.org> <589c94400812062257r5ba15b23g3eca10c7ea7bc7a1@mail.gmail.com> Message-ID: <493BEE17.3030101@bofus.org> I ran that perl command, and it turns out Data::ICal requires another module "Text::vFile::asData" so I installed that modules and all is good now. Thanks! perl -MData::ICal -e '1' Can't locate Text/vFile/asData.pm in @INC (@INC contains: /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /usr/lib/perl5/site_perl/5.8.5/Data/ICal.pm line 9. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/Data/ICal.pm line 9. Compilation failed in require. BEGIN failed--compilation aborted. Ruslan Zakirov wrote: > perl -MData::ICal -e '1' > > I think it just fails to load. cpan shell check version without > loading when testdeps loads module. > > On Sun, Dec 7, 2008 at 8:48 AM, jeff at bofus.org wrote: > >> I am trying to install RT 3.8.1 in a new directory (I have 3.6.6 installed >> already) >> >> I am running into trouble with Data::ICal. It is already installed, >> however, make testdeps does not find it properly. >> >> I run make testdeps >> Data::ICal...MISSING >> >> So I run make fixdeps, but it states that it is already up to date: >> Install module Data::ICal >> CPAN: File::HomeDir loaded ok (v0.69) >> CPAN: Storable loaded ok (v2.18) >> Going to read /root/.cpan/Metadata >> Database was generated on Sat, 29 Nov 2008 20:28:11 GMT >> Data::ICal is up to date (0.13). >> >> So I then run "make install", and again it says it is missing: >> SOME DEPENDENCIES WERE MISSING. >> ICAL missing dependencies: >> Data::ICal...MISSING >> make: *** [testdeps] Error 1 >> >> I am running: >> CentOS release 4.5 >> perl v5.8.5 >> RT 3.8.1 >> >> any help would be greatly appreciated! >> >> Thanks! >> >> -Jeff Humes >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 paul_vlaar at isc.org Sun Dec 7 13:44:32 2008 From: paul_vlaar at isc.org (Paul Vlaar) Date: Sun, 07 Dec 2008 19:44:32 +0100 Subject: [rt-users] attachment content type not detected Message-ID: <493C1990.4020501@isc.org> I'm having a problem that I have not been successful in finding an answer to by googling or applying common sense. I apologise in advance if this is an issue solved already. I have a file with just some ASCII text and with no extension. When I send it via my mailer it shows as "text/plain" in the ticket as it's content type. However, when I attach it via the web interface it shows as type "application/octet-stream". Should RT not do a minimum of analysis on the file to determine it's file type? Thanks, Paul Vlaar From odhiambo at gmail.com Sun Dec 7 15:48:58 2008 From: odhiambo at gmail.com (Odhiambo Washington) Date: Sun, 7 Dec 2008 23:48:58 +0300 Subject: [rt-users] Scrip to selectively autorespond? In-Reply-To: <200812071328.mB7DSCcf005613@ruuvi.it.helsinki.fi> References: <200812071328.mB7DSCcf005613@ruuvi.it.helsinki.fi> Message-ID: <991123400812071248r50a7051av69592c231d9268bb@mail.gmail.com> On Sun, Dec 7, 2008 at 4:28 PM, Atro Tossavainen wrote: > I was wondering if anybody has already dealt with the issue of RT either > autoresponding to all incoming messages or not autoresponding to any at > all. Specifically, I'd like to try to implement recommendations of RFC > 3834 in the autoresponder - such as, if RT gets mail from another auto- > responder that is easily identifiable as such, to stop generating loops. > Any pointers will be welcome. > > -- > Atro Tossavainen (Mr.) Not sure if I remember this correctly, but autoresponse e-mails should have/contain a header with something like "Precedence: bulk". I am not sure what it is between bulk|junk|list, but given that, you can check for the existence of that header in your MTA or procmail rule and stop that mail from getting to RT. My RT usage knowledge is quite rusty after over 1 year not using it, so you'll excuse me. I am just catching up. There might be other elegant ways than this. -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "Okay guys. This is Kenya. You pay taxes because you feel philanthropic, unlike our MPs!" -- Kenneth Marende, Speaker, 10th Parilament. -------------- next part -------------- An HTML attachment was scrubbed... URL: From philfromwork at gmail.com Sun Dec 7 16:47:16 2008 From: philfromwork at gmail.com (Phil Labonte) Date: Sun, 7 Dec 2008 16:47:16 -0500 Subject: [rt-users] Desperatetly seeking help with login issue!!! Message-ID: I have version 3.6.5 When users log in everything works fine... but every time they click on a new ticket in the system they have to re log in again. Is there a configuration parameter I can change to stop this behaviour or am I dealing with something more complicated? Thanks. Any help would be appreciated. From frota at cecom.ufmg.br Sun Dec 7 17:25:31 2008 From: frota at cecom.ufmg.br (Fernando Frota Machado de Morais) Date: Sun, 7 Dec 2008 20:25:31 -0200 Subject: [rt-users] Desperatetly seeking help with login issue!!! In-Reply-To: References: Message-ID: <200812072025.31807.frota@cecom.ufmg.br> <$WebSessionClass> <$WebSessionClass> is the class you wish to use for managing Sessions. It defaults to use your SQL database, but if you are using MySQL 3.x and plans to use non-ascii Queue names, uncomment and add this line to will prevent session corruption. # Set($WebSessionClass , 'Apache::Session::File'); Em Sunday 07 December 2008 19:47:16 Phil Labonte escreveu: > I have version 3.6.5 > > When users log in everything works fine... but every time they click > on a new ticket in the system they have to re log in again. > Is there a configuration parameter I can change to stop this behaviour > or am I dealing with something more complicated? > > Thanks. > > Any help would be appreciated. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From ruz at bestpractical.com Sun Dec 7 23:28:14 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 8 Dec 2008 07:28:14 +0300 Subject: [rt-users] Desperatetly seeking help with login issue!!! In-Reply-To: References: Message-ID: <589c94400812072028n775324fx8658907ce3024c32@mail.gmail.com> Proper upgrade to RT 3.8.1 will fix this problem. On Mon, Dec 8, 2008 at 12:47 AM, Phil Labonte wrote: > I have version 3.6.5 > > When users log in everything works fine... but every time they click > on a new ticket in the system they have to re log in again. > Is there a configuration parameter I can change to stop this behaviour > or am I dealing with something more complicated? > > Thanks. > > Any help would be appreciated. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From sara at edhouse.cz Mon Dec 8 04:07:35 2008 From: sara at edhouse.cz (=?windows-1252?Q?Tom=E1=9A_S=E1ra?=) Date: Mon, 08 Dec 2008 10:07:35 +0100 Subject: [rt-users] Unprivileged user cannot create ticket In-Reply-To: <49393EBE.2060301@ucrwcu.rwc.uc.edu> References: <4938DC2F.8090105@edhouse.cz> <49393EBE.2060301@ucrwcu.rwc.uc.edu> Message-ID: <493CE3D7.2020707@edhouse.cz> It was it. Thanks a lot, problem solved. Drew Barnes napsal(a): > Give Unprivileged SeeQueue rights perhaps? > > Tom?? S?ra wrote: >> Hello everybody, >> first I have to say that I am new to RT system. After installing RT >> on our server I started to use it. It looks like a great system but >> it does have a lot of adjustments. At the begining I was a little bit >> connfused what is what. But know I am familiar with it a lot more. >> >> The root account is working great. Even the privilieged users are ok. >> The only problem I have are unprivileged users. I have some queues, >> lets say 3 of them ("Module 1", "Module 2", and "General"). I would >> like to allow unprivileged users to create tickets in queues "Module >> 1" and "Module 2" and I don't know how to do it. I have set to grou >> "Everyone" the rights "CreateTicket" and "ReplyToTicket" for both of >> these queues. But when I log in as a unprivileged user and want to >> create a ticket I can see "Queue: ** ()" on the first line of the >> new ticket. And when I press the button "Create ticket" I will obtain >> an Error: "You have no permission to create tickets in that queue. No >> details". >> >> When I tried to grant the "Everyone" group the same global permisions >> as I granted to the queues above, it was possible for the >> unprivileged user to create the ticket but he/she can't choose the >> queue to create it in. >> >> You can simulate this in the demo apllication on >> http://rt.easter-eggs.org/demos/stable/ when you log in as a >> guest/guest you will get the same. >> >> Any help is greatly appriciated. >> Sincerely >> Tomas Sara. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From sven.sternberger at desy.de Mon Dec 8 04:33:55 2008 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 08 Dec 2008 10:33:55 +0100 Subject: [rt-users] Scrip to selectively autorespond? In-Reply-To: <200812071328.mB7DSCcf005613@ruuvi.it.helsinki.fi> References: <200812071328.mB7DSCcf005613@ruuvi.it.helsinki.fi> Message-ID: <1228728835.6513.17.camel@pcx4546.desy.de> Hi! On So, 2008-12-07 at 15:28 +0200, Atro Tossavainen wrote: > I was wondering if anybody has already dealt with the issue of RT either > autoresponding to all incoming messages or not autoresponding to any at > all. Specifically, I'd like to try to implement recommendations of RFC > 3834 in the autoresponder - such as, if RT gets mail from another auto- > responder that is easily identifiable as such, to stop generating loops. > Any pointers will be welcome. You can configure for example Set($RedistributeAutoGeneratedMessages, 'privileged'); so that all messages which have "Precedence: bulk or junk" , AutoSubmitted or X-FC-Machinegenerated set in the mail header, will only generate mails to recipients which are privileged users. I have additionally in my procmail config stuff like >> :0fh * Precedence: list |/usr/bin/formail -f -I "X-FC-Machinegenerated: true" << regards sven From mark at thermeon.com Mon Dec 8 07:11:02 2008 From: mark at thermeon.com (Mark Olliver) Date: Mon, 8 Dec 2008 12:11:02 +0000 Subject: [rt-users] Attachment Issues Message-ID: <9002A8EF-BA1E-4D2D-846F-F57F127BF86C@thermeon.com> Hi, I have recently installed RT 3.8.1 on a solaris machine. If i send mail to the server it works ok and creates the ticket without issues. However if i send a mail to the server with a plain txt attachment the server fails to load the issue and reports that it cant find a valid user. I made sure i was using the same user to send the ticket in for both tests and to the same working queue. The contents of my email in both cases was limited to a few lines e.g "see attachment" then on one i would put the test.txt file and the other i would not. However it fails on the one with the attachment. I think the issue may be that the text file is a dump of usernames and email addresses and so it can not determine what should be the requesters email address. Regards Mark Mark Olliver BSc (Hons) MBCS CITP FCNSA, Thermeon (Systems Admin) Russ Hill Farm, Russ Hill, Charlwood, Surrey, RH6 0EL, UK E. mark at thermeon.com M. +44 79 20 062 647 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ams at kreditor.se Mon Dec 8 07:58:15 2008 From: ams at kreditor.se (Alfred M. Szmidt) Date: Mon, 08 Dec 2008 13:58:15 +0100 Subject: [rt-users] Closing tickets on submit.. Message-ID: <1228741095.683249.3580.nullmailer@null> Hi, what would be the best way to close a ticket when it enters the queue? -- Alfred M. Szmidt System Administrator KREDITOR EUROPE AB S:t Eriksgatan 117 113 43 Stockholm Dir: +46 (0)7 65 - 26 00 45 Vxl: +46 (0)8 120 120 00 Fax: +46 (0)8 120 120 99 From ruz at bestpractical.com Mon Dec 8 08:32:51 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 8 Dec 2008 16:32:51 +0300 Subject: [rt-users] Closing tickets on submit.. In-Reply-To: <1228741095.683249.3580.nullmailer@null> References: <1228741095.683249.3580.nullmailer@null> Message-ID: <589c94400812080532i20b416c0qdabcf433b7a9383f@mail.gmail.com> Scrip: On Queue Change Set Status 'resolved' with template 'blank'. Search for parts on the wiki. Try implement parts yourself using info from the wiki. Return back with more questions. On Mon, Dec 8, 2008 at 3:58 PM, Alfred M. Szmidt wrote: > Hi, > > what would be the best way to close a ticket when it enters the queue? > > -- > Alfred M. Szmidt > System Administrator > > KREDITOR EUROPE AB > S:t Eriksgatan 117 > 113 43 Stockholm > > Dir: +46 (0)7 65 - 26 00 45 > Vxl: +46 (0)8 120 120 00 > Fax: +46 (0)8 120 120 99 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 ams at kreditor.se Mon Dec 8 09:35:49 2008 From: ams at kreditor.se (Alfred M. Szmidt) Date: Mon, 08 Dec 2008 15:35:49 +0100 Subject: [rt-users] Closing tickets on submit.. In-Reply-To: <589c94400812080532i20b416c0qdabcf433b7a9383f@mail.gmail.com> (ruz@bestpractical.com) References: <1228741095.683249.3580.nullmailer@null> <589c94400812080532i20b416c0qdabcf433b7a9383f@mail.gmail.com> Message-ID: <1228746949.880001.3712.nullmailer@null> Thank you very much, must admit that I was a bit to lazy to check the wiki! Will be more diligent next time. :-) -- Alfred M. Szmidt System Administrator KREDITOR EUROPE AB S:t Eriksgatan 117 113 43 Stockholm Dir: +46 (0)7 65 - 26 00 45 Vxl: +46 (0)8 120 120 00 Fax: +46 (0)8 120 120 99 From sttr at nextgentel.com Mon Dec 8 09:42:36 2008 From: sttr at nextgentel.com (Steffen Tronstad) Date: Mon, 8 Dec 2008 15:42:36 +0100 Subject: [rt-users] Closing tickets on submit.. In-Reply-To: <1228746949.880001.3712.nullmailer@null> References: <1228741095.683249.3580.nullmailer@null><589c94400812080532i20b416c0qdabcf433b7a9383f@mail.gmail.com> <1228746949.880001.3712.nullmailer@null> Message-ID: Well, this is why we have this maillingslist :) My best RT friend is http://www.mail-archive.com/rt-users at lists.bestpractical.com/maillist.html Med vennlig hilsen / with kind regards Steffen Tronstad BroadPark Games drift/design NextGenTel AS, part of TeliaSonera Group Tlf: +47 466 988 46 Mail: sttr at nextgentel.com ? please don't print this e-mail unless you really need to. -----Opprinnelig melding----- Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne av Alfred M. Szmidt Sendt: 8. desember 2008 15:36 Til: Ruslan Zakirov Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Closing tickets on submit.. Thank you very much, must admit that I was a bit to lazy to check the wiki! Will be more diligent next time. :-) -- Alfred M. Szmidt System Administrator KREDITOR EUROPE AB S:t Eriksgatan 117 113 43 Stockholm Dir: +46 (0)7 65 - 26 00 45 Vxl: +46 (0)8 120 120 00 Fax: +46 (0)8 120 120 99 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From rob.wib at gmail.com Mon Dec 8 10:29:26 2008 From: rob.wib at gmail.com (vxtrq) Date: Mon, 8 Dec 2008 07:29:26 -0800 (PST) Subject: [rt-users] Scrip: Notify requestor on queue change to SPECIFIC QUEUE Message-ID: <20896818.post@talk.nabble.com> Hi everyone. In RT I have several queues, lets call them queue1, queue2, queue3 and masterqueue for simplicity. What I want to do is, whenever I move a ticket from ANY queue but ONLY to masterqueue I want to send an e-mail (based on a template I have) to the requestor. I'm really stuck at figuring this scrip out. I can't find that much of a syntax documentation, so I'm pretty much guessing here. This is what I tried first: Condition: User defined Action: Autoreply to requestors Template: myTemplate Stage: TransactionCreate Custom Condition: if ( $TicketObj->QueueObj->Name eq "masterqueue"; ) { return 0; } else { return 1; } As it should work whichever queue the ticket is coming from, I'd like to make this a global scrip. However, I just can't figure out how to proceed. Any help would be greatly appreciated. -- View this message in context: http://www.nabble.com/Scrip%3A-Notify-requestor-on-queue-change-to-SPECIFIC-QUEUE-tp20896818p20896818.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From sturner at MIT.EDU Mon Dec 8 10:44:09 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 08 Dec 2008 10:44:09 -0500 Subject: [rt-users] Scrip: Notify requestor on queue change to SPECIFIC QUEUE In-Reply-To: <20896818.post@talk.nabble.com> References: <20896818.post@talk.nabble.com> Message-ID: On Mon, 08 Dec 2008 10:29:26 -0500, vxtrq wrote: > > Hi everyone. > In RT I have several queues, lets call them queue1, queue2, queue3 and > masterqueue for simplicity. What I want to do is, whenever I move a > ticket > from ANY queue but ONLY to masterqueue I want to send an e-mail (based > on a > template I have) to the requestor. > > I'm really stuck at figuring this scrip out. I can't find that much of a > syntax documentation, so I'm pretty much guessing here. This is what I > tried > first: > > Condition: User defined > Action: Autoreply to requestors > Template: myTemplate > Stage: TransactionCreate > Custom Condition: > if ( $TicketObj->QueueObj->Name eq "masterqueue"; ) > { > return 0; > } else { > return 1; > } > > As it should work whichever queue the ticket is coming from, I'd like to > make this a global scrip. However, I just can't figure out how to > proceed. > > Any help would be greatly appreciated. You're in luck - what you want to do can be done fairly simply. If you attach a scrip to masterqueue triggered by On Queue Change, it will fire only when you move a ticket into masterqueue. So on that queue set up a scrip like this: On Queue Change Notify Requestors using Template myTemplate No need for a global scrip or any custom condition coding. myTemplate should also be attached to the masterqueue. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From gleduc at mail.sdsu.edu Mon Dec 8 11:48:40 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 08 Dec 2008 08:48:40 -0800 Subject: [rt-users] Scrip to selectively autorespond? In-Reply-To: <200812071328.mB7DSCcf005613@ruuvi.it.helsinki.fi> References: <200812071328.mB7DSCcf005613@ruuvi.it.helsinki.fi> Message-ID: <6.2.1.2.2.20081208083542.028c0868@mail.sdsu.edu> Hi Atro, Why not change the script condition that launches the AutoReply so that it's a user defined condition that checks for the common bulk headers in addition to the create condition? Regards, Gene At 05:28 AM 12/7/2008, Atro Tossavainen wrote: >I was wondering if anybody has already dealt with the issue of RT either >autoresponding to all incoming messages or not autoresponding to any at >all. Specifically, I'd like to try to implement recommendations of RFC >3834 in the autoresponder - such as, if RT gets mail from another auto- >responder that is easily identifiable as such, to stop generating loops. >Any pointers will be welcome. > >-- >Atro Tossavainen (Mr.) / The Institute of Biotechnology at >Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, >+358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. >< URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS -- Gene LeDuc, GSEC Security Analyst San Diego State University From rob.wib at gmail.com Mon Dec 8 12:01:47 2008 From: rob.wib at gmail.com (vxtrq) Date: Mon, 8 Dec 2008 09:01:47 -0800 (PST) Subject: [rt-users] Scrip: Notify requestor on queue change to SPECIFIC QUEUE In-Reply-To: References: <20896818.post@talk.nabble.com> Message-ID: <20899188.post@talk.nabble.com> Stephen Turner wrote: > > On Mon, 08 Dec 2008 10:29:26 -0500, vxtrq wrote: > >> >> Hi everyone. >> In RT I have several queues, lets call them queue1, queue2, queue3 and >> masterqueue for simplicity. What I want to do is, whenever I move a >> ticket >> from ANY queue but ONLY to masterqueue I want to send an e-mail (based >> on a >> template I have) to the requestor. >> >> I'm really stuck at figuring this scrip out. I can't find that much of a >> syntax documentation, so I'm pretty much guessing here. This is what I >> tried >> first: >> >> Condition: User defined >> Action: Autoreply to requestors >> Template: myTemplate >> Stage: TransactionCreate >> Custom Condition: >> if ( $TicketObj->QueueObj->Name eq "masterqueue"; ) >> { >> return 0; >> } else { >> return 1; >> } >> >> As it should work whichever queue the ticket is coming from, I'd like to >> make this a global scrip. However, I just can't figure out how to >> proceed. >> >> Any help would be greatly appreciated. > > > You're in luck - what you want to do can be done fairly simply. > > If you attach a scrip to masterqueue triggered by On Queue Change, it will > fire only when you move a ticket into masterqueue. So on that queue set up > a scrip like this: > > On Queue Change Notify Requestors using Template myTemplate > > No need for a global scrip or any custom condition coding. myTemplate > should also be attached to the masterqueue. > > Steve > > -- > Stephen Turner > Senior Programmer/Analyst - SAIS > MIT IS&T > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > Thank you SO much Stephen. That sure did it :) -- View this message in context: http://www.nabble.com/Scrip%3A-Notify-requestor-on-queue-change-to-SPECIFIC-QUEUE-tp20896818p20899188.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elton.fenner at al.rs.gov.br Mon Dec 8 13:44:21 2008 From: elton.fenner at al.rs.gov.br (Elton S. Fenner) Date: Mon, 08 Dec 2008 16:44:21 -0200 Subject: [rt-users] Issue with RT 3.8.1 and Active Directory authentication In-Reply-To: <4939781B.5010209@al.rs.gov.br> References: <4939781B.5010209@al.rs.gov.br> Message-ID: <493D6B05.2070806@al.rs.gov.br> An HTML attachment was scrubbed... URL: From kyim at onyx-pharm.com Mon Dec 8 13:57:17 2008 From: kyim at onyx-pharm.com (Kiyomi Yim) Date: Mon, 8 Dec 2008 10:57:17 -0800 Subject: [rt-users] Message length limitation? Message-ID: Hi, I had a user respond to a ticket via the web interface but all the system captured was her pre-populated signature block. The message itself wasn't recorded. I stood at her desk while she showed me exactly what she had done and of course it worked perfectly. Any suggestions how I should troubleshoot? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.e.thomson at gmail.com Mon Dec 8 14:26:48 2008 From: scott.e.thomson at gmail.com (Scott Thomson) Date: Mon, 8 Dec 2008 14:26:48 -0500 Subject: [rt-users] Login Issues with Session data Message-ID: <416494190812081126h12e4386cy1651fcf75b007ff4@mail.gmail.com> Hey Folks, So I'm stumped, I was having issues with rt 3.4.5 so I upgraded and the issues have followed me. We can log in, we can get to whatever we were logging in to see (ie our homepage, or a specific ticket if we specify the URL). If we try to click on anything else, we get the following error message. RT couldn't store your session. This may mean that that the directory '/opt/rt3/var/session_data' isn't writable or a database table is missing or corrupt. I turned logging up to debug, and that didn't seem to turn anything up. I've been combing through the httpd and mysqld logs and haven't seen anything there either. This all started when I updated mysql from 4.1.20 to 4.1.22 and perl-5.8.5-36.el4_5.2 to perl-5.8.5-36.el4_6.3. Any ideas? If we delete the info in the session data table, we can then log back in. Otherwise it continues to give the error message unless we close and reopen the browser. We know that it sets a cookie with the session id in the browser as well. It just seems to be unable to process that session ID once it's established? Thanks! Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From grobm at vrshell.com Mon Dec 8 14:25:19 2008 From: grobm at vrshell.com (Mark Grob) Date: Mon, 8 Dec 2008 14:25:19 -0500 Subject: [rt-users] GMT still being used as date after updating Config? Message-ID: <4E2C89F6-F7BB-4EFF-9C01-54AB2581F07E@vrshell.com> I have an issue with the date/time stamp on a ticket at generation. It appears to still use GMT on the Database side (MySQL) even after I configured RT_Config.pm to Eastern (US) Standard Time? I clear Mason Data and rebooted Apache still records new tickets as GMT instead of Eastern. Any suggestions? Version is 3.6.x (heavly modified) of RT + RTFM. -Mark Grob www.vrshell.com From jesse at bestpractical.com Mon Dec 8 14:42:06 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 8 Dec 2008 14:42:06 -0500 Subject: [rt-users] GMT still being used as date after updating Config? In-Reply-To: <4E2C89F6-F7BB-4EFF-9C01-54AB2581F07E@vrshell.com> References: <4E2C89F6-F7BB-4EFF-9C01-54AB2581F07E@vrshell.com> Message-ID: <20081208194206.GB46900@31b.local> On Mon 8.Dec'08 at 14:25:19 -0500, Mark Grob wrote: > I have an issue with the date/time stamp on a ticket at generation. It > appears to still use GMT on the Database side (MySQL) even after I > configured RT_Config.pm to Eastern (US) Standard Time? That's correct. RT uses GMT internally so that when you set your local timezone, the dates shift in the UI but aren't _wrong_. > I clear Mason Data and rebooted Apache still records new tickets as > GMT instead of Eastern. > > Any suggestions? > > Version is 3.6.x (heavly modified) of RT + RTFM. (When you come up to 3.8, your users will all be able to set their own timezones independently, which is another important reason to keep internal dates in something 'standard') -Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From jhouser at cfa.harvard.edu Mon Dec 8 15:00:57 2008 From: jhouser at cfa.harvard.edu (Janet Houser) Date: Mon, 08 Dec 2008 15:00:57 -0500 Subject: [rt-users] rt 3.8.1: Font and spacing issues in ticket history section issue Message-ID: <493D7CF9.4000304@cfa.harvard.edu> Hi folks, When my users add comments while logged into rt (3.8.1), the font is very large and the lines are double spaced. When you reply to rt tickets via a mailer, this doesn't happen. I've googled but haven't found a setting in the RT_SiteConfig file that fixes this. Has anyone else seen this? Cheers, janet From atsaloli.tech at gmail.com Mon Dec 8 15:17:37 2008 From: atsaloli.tech at gmail.com (Aleksey Tsalolikhin) Date: Mon, 8 Dec 2008 12:17:37 -0800 Subject: [rt-users] is it possible to set up a external database query using user's input while opening ticket? Message-ID: Hi. If a user provides some input while opening a new ticket, into a textbox in the form, in pulling data from an external source using an External module (like Groups.pm) ? For example, I want the use to supply company name and location, and the external query will fetch all the stores that particular company operates at that location. Or would we have to change RT source code to do that? Thanks, Aleksey -- Aleksey Tsalolikhin UNIX System Administrator "I get stuff done!" http://www.lifesurvives.com/ From jpierce at cambridgeenergyalliance.org Mon Dec 8 16:58:57 2008 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 8 Dec 2008 16:58:57 -0500 Subject: [rt-users] is it possible to set up a external database query using user's input while opening ticket? In-Reply-To: References: Message-ID: That's not the clearest example, since a well defined location would be a unique identifier. However, no, you don't have to change RT. You just need to implement a custom overlay. Things to look at are the custom field "Include page" property and RTx::EmailCompletion, the desired feature does not exist out of the box. -- Cambridge Energy Alliance: Save money. Save the planet. From btm at loftninjas.org Mon Dec 8 17:53:38 2008 From: btm at loftninjas.org (Bryan McLellan) Date: Mon, 8 Dec 2008 14:53:38 -0800 Subject: [rt-users] Issue with RT 3.8.1 and Active Directory authentication In-Reply-To: <493D6B05.2070806@al.rs.gov.br> References: <4939781B.5010209@al.rs.gov.br> <493D6B05.2070806@al.rs.gov.br> Message-ID: <893823750812081453l5b50ceefw6aa97a54fcaf5055@mail.gmail.com> On Mon, Dec 8, 2008 at 10:44 AM, Elton S. Fenner wrote: > I can login but get this message in browser: > *Can't call method "as_string" on an undefined value at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > line 97, line 514. * > This looks like it's the section of code checking the group. > * 'group' => 'DSI_Rede_Usu', > 'group_attr' => '',* > Have you tried with these two lines commented out? I would think group_attr must be set. I believe 'uniqueMember' is what openldap uses, and active directory uses 'member'. I also think group would be a full DN, but the code may search. I've never used these before myself. Bryan -------------- next part -------------- An HTML attachment was scrubbed... URL: From btm at loftninjas.org Mon Dec 8 18:09:16 2008 From: btm at loftninjas.org (Bryan McLellan) Date: Mon, 8 Dec 2008 15:09:16 -0800 Subject: [rt-users] rt 3.8.1: Font and spacing issues in ticket history section issue In-Reply-To: <493D7CF9.4000304@cfa.harvard.edu> References: <493D7CF9.4000304@cfa.harvard.edu> Message-ID: <893823750812081509k5dbc04d4nb8bbc3e1093e661@mail.gmail.com> On Mon, Dec 8, 2008 at 12:00 PM, Janet Houser wrote: > When my users add comments while logged into rt (3.8.1), the font is very > large and the lines are > double spaced. When you reply to rt tickets via a mailer, this doesn't > happen. Have you tried turning off the WYSIWYG editor under Preferences? If this fixes your problem I would try setting: Set($MessageBoxRichText, 0); -------------- next part -------------- An HTML attachment was scrubbed... URL: From btm at loftninjas.org Mon Dec 8 18:50:48 2008 From: btm at loftninjas.org (Bryan McLellan) Date: Mon, 8 Dec 2008 15:50:48 -0800 Subject: [rt-users] long page load times with many comments, was: is SELECT GET_LOCK normal? In-Reply-To: <589c94400812041806t148d839s6f7b46850e77f8fb@mail.gmail.com> References: <893823750812041721o7589bcefu30b5298dffebf5f5@mail.gmail.com> <589c94400812041806t148d839s6f7b46850e77f8fb@mail.gmail.com> Message-ID: <893823750812081550i58cbf9fagcddd0251870272c4@mail.gmail.com> On Thu, Dec 4, 2008 at 6:06 PM, Ruslan Zakirov wrote: > Could you check if ShowMessageStanza from 3.8 repository [1] improves > situation? See also comments below. > [1] http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/3.8/trunk/share/html/Ticket/Elements/ShowMessageStanza Installed this and restarted. Didn't change the time to load. Pretty stable at just under 90 seconds for this ticket. > Start from identifying where RT spends more time during the request. Turned on 'debug' logging to a file. When loading this ticket I see many lines like this: [Mon Dec 8 23:37:12 2008] [debug]: We found a merged ticket.1721/1698 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:185) After the first line, it will pause for one second, then print three more of the exact messages at the same time with the same timestamp as the first. Four messages every second for the 90 seconds it took for the ticket to load. After seeing this I opened up a few dozen tickets and watched the debugging log. Every ticket without merges took under two seconds, most of them a fraction of a second (short ones). Tickets with merges took 50-110 seconds. Definitely looks like some sort of recursive loop to do with parsing ticket merges. Bryan From ruz at bestpractical.com Mon Dec 8 20:14:03 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 9 Dec 2008 04:14:03 +0300 Subject: [rt-users] long page load times with many comments, was: is SELECT GET_LOCK normal? In-Reply-To: <893823750812081550i58cbf9fagcddd0251870272c4@mail.gmail.com> References: <893823750812041721o7589bcefu30b5298dffebf5f5@mail.gmail.com> <589c94400812041806t148d839s6f7b46850e77f8fb@mail.gmail.com> <893823750812081550i58cbf9fagcddd0251870272c4@mail.gmail.com> Message-ID: <589c94400812081714y544423c6w666fb5148cf3cce6@mail.gmail.com> http://rt3.fsck.com//Ticket/Display.html?id=12774 On Tue, Dec 9, 2008 at 2:50 AM, Bryan McLellan wrote: > On Thu, Dec 4, 2008 at 6:06 PM, Ruslan Zakirov wrote: >> Could you check if ShowMessageStanza from 3.8 repository [1] improves >> situation? See also comments below. > >> [1] http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/3.8/trunk/share/html/Ticket/Elements/ShowMessageStanza > > Installed this and restarted. Didn't change the time to load. Pretty > stable at just under 90 seconds for this ticket. > >> Start from identifying where RT spends more time during the request. > > Turned on 'debug' logging to a file. When loading this ticket I see > many lines like this: > > [Mon Dec 8 23:37:12 2008] [debug]: We found a merged ticket.1721/1698 > (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:185) > > After the first line, it will pause for one second, then print three > more of the exact messages at the same time with the same timestamp as > the first. Four messages every second for the 90 seconds it took for > the ticket to load. > > After seeing this I opened up a few dozen tickets and watched the > debugging log. Every ticket without merges took under two seconds, > most of them a fraction of a second (short ones). Tickets with merges > took 50-110 seconds. Definitely looks like some sort of recursive loop > to do with parsing ticket merges. > > Bryan > -- Best regards, Ruslan. From btm at loftninjas.org Mon Dec 8 20:26:37 2008 From: btm at loftninjas.org (Bryan McLellan) Date: Mon, 8 Dec 2008 17:26:37 -0800 Subject: [rt-users] long page load times with many comments, was: is SELECT GET_LOCK normal? In-Reply-To: <589c94400812081714y544423c6w666fb5148cf3cce6@mail.gmail.com> References: <893823750812041721o7589bcefu30b5298dffebf5f5@mail.gmail.com> <589c94400812041806t148d839s6f7b46850e77f8fb@mail.gmail.com> <893823750812081550i58cbf9fagcddd0251870272c4@mail.gmail.com> <589c94400812081714y544423c6w666fb5148cf3cce6@mail.gmail.com> Message-ID: <893823750812081726g988cb79rdb3176a91862773c@mail.gmail.com> On Mon, Dec 8, 2008 at 5:14 PM, Ruslan Zakirov wrote: > http://rt3.fsck.com//Ticket/Display.html?id=12774 Note that to read that, login as guest/guest. That's it, thanks. Added this to RT_SiteConfig.pm. Set($LogToSyslog , 'info'); Also linked in that bug is a debian bug [1]. They also discuss that installing the debian package 'libsys-syslog-perl' should resolve this issue. Maybe RT_Config.pm should ship with LogToSyslog set to info as a general measure rather than related to this bug? Bryan [1] http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=498692 From torsten.brumm at Kuehne-Nagel.com Tue Dec 9 04:33:38 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Tue, 9 Dec 2008 10:33:38 +0100 Subject: [rt-users] ATx-Graph / AT 1.2.3 / RT 3.6.5 Problems Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401AFE1DC@w3hamboex11.ger.win.int.kn> Hi RT Users, Todd, i'm trying to get Atx-Graph from AT Repo to run, until now without success. Has anybody got this running already? Any hint or suggestion where to start? I'm calling the Graph.html whith the same options like Results.html like this: http://rt3dev.int.kn/AssetTracker/Search/Graph.html?Order=ASC&Query=Type %3D 'TelCo' AND Status !%3D 'retired'&Rows=&OrderBy=id&Format= My Error at the moment: error: Error during compilation of /opt/rt3dev/local/html/AssetTracker/Search/Graph.html: Can't locate object method "StatusArray" via package "RTx::AssetTracker::Type" (perhaps you forgot to load "RTx::AssetTracker::Type"?) at /opt/rt3dev/local/html/AssetTracker/Search/Graph.html line 162. Stack: [/opt/rt3dev/local/html/AssetTracker/Search/Graph.html:162] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:811] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:441] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:246] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:211] [/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275] [/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:342] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:121] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:73] [/opt/rt3dev/bin/mason_handler.fcgi:78] context: ... 158: 159: 160: <%ONCE> 161: #my $type = RTx::AssetTracker::Type->new($session{'CurrentUser'}); 162: my @status = RTx::AssetTracker::Type->StatusArray(); 163: 164: code stack: /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445 /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:246 /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:211 /usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275 /usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353 /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348 /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:342 /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:121 /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:73 /opt/rt3dev/bin/mason_handler.fcgi:78 Thanks Torsten K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne From Bill.Morton at ncmail.net Tue Dec 9 08:01:34 2008 From: Bill.Morton at ncmail.net (Bill Morton) Date: Tue, 09 Dec 2008 08:01:34 -0500 Subject: [rt-users] Good document on assigning rights Message-ID: <493E6C2E.6020401@ncmail.net> Hello All, I am new to RT and wondering if there is a good document out there explaining what rights to give and where. I will have many different queue's in my installation and want to do it right the first time. Any help would be appreciated! -- Thanks, Bill Morton From psrinivasraju08 at gmail.com Tue Dec 9 08:26:45 2008 From: psrinivasraju08 at gmail.com (p srinivas raju) Date: Tue, 9 Dec 2008 08:26:45 -0500 Subject: [rt-users] RT-Users Digest, Vol 57, Issue 24 In-Reply-To: References: Message-ID: <4959080A1F7A43DB80D35415281762E4@sriniPC> it does not allow me to unsubscribe. please unsubscribe. ----- Original Message ----- From: To: Sent: Tuesday, December 09, 2008 8:22 AM Subject: RT-Users Digest, Vol 57, Issue 24 > Send RT-Users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of RT-Users digest..." > > > Today's Topics: > > 1. rt 3.8.1: Font and spacing issues in ticket history section > issue (Janet Houser) > 2. is it possible to set up a external database query using > user's input while opening ticket? (Aleksey Tsalolikhin) > 3. Re: is it possible to set up a external database query using > user's input while opening ticket? (Jerrad Pierce) > 4. Re: Issue with RT 3.8.1 and Active Directory authentication > (Bryan McLellan) > 5. Re: rt 3.8.1: Font and spacing issues in ticket history > section issue (Bryan McLellan) > 6. Re: long page load times with many comments, was: is SELECT > GET_LOCK normal? (Bryan McLellan) > 7. Re: long page load times with many comments, was: is SELECT > GET_LOCK normal? (Ruslan Zakirov) > 8. Re: long page load times with many comments, was: is SELECT > GET_LOCK normal? (Bryan McLellan) > 9. ATx-Graph / AT 1.2.3 / RT 3.6.5 Problems > (Ham MI-ID, Torsten Brumm) > 10. Good document on assigning rights (Bill Morton) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 08 Dec 2008 15:00:57 -0500 > From: Janet Houser > Subject: [rt-users] rt 3.8.1: Font and spacing issues in ticket > history section issue > To: rt-users at lists.bestpractical.com > Message-ID: <493D7CF9.4000304 at cfa.harvard.edu> > Content-Type: text/plain; charset=us-ascii; format=flowed > > Hi folks, > > When my users add comments while logged into rt (3.8.1), the font is very > large and the lines are > double spaced. When you reply to rt tickets via a mailer, this doesn't > happen. > > I've googled but haven't found a setting in the RT_SiteConfig file that > fixes this. > > Has anyone else seen this? > > Cheers, > > janet > > > ------------------------------ > > Message: 2 > Date: Mon, 8 Dec 2008 12:17:37 -0800 > From: "Aleksey Tsalolikhin" > Subject: [rt-users] is it possible to set up a external database query > using user's input while opening ticket? > To: rt-users at lists.bestpractical.com > Message-ID: > > Content-Type: text/plain; charset=ISO-8859-1 > > Hi. If a user provides some input while opening a new ticket, into a > textbox in the form, in pulling data from an external source using > an External module (like Groups.pm) ? > > For example, I want the use to supply company name and location, > and the external query will fetch all the stores that particular company > operates at that location. > > Or would we have to change RT source code to do that? > > Thanks, > Aleksey > > -- > Aleksey Tsalolikhin > UNIX System Administrator > "I get stuff done!" > http://www.lifesurvives.com/ > > > ------------------------------ > > Message: 3 > Date: Mon, 8 Dec 2008 16:58:57 -0500 > From: "Jerrad Pierce" > Subject: Re: [rt-users] is it possible to set up a external database > query using user's input while opening ticket? > To: "Aleksey Tsalolikhin" > Cc: rt-users at lists.bestpractical.com > Message-ID: > > Content-Type: text/plain; charset=ISO-8859-1 > > That's not the clearest example, since a well defined location would > be a unique identifier. > However, no, you don't have to change RT. You just need to implement a > custom overlay. > Things to look at are the custom field "Include page" property and > RTx::EmailCompletion, > the desired feature does not exist out of the box. > > -- > Cambridge Energy Alliance: Save money. Save the planet. > > > ------------------------------ > > Message: 4 > Date: Mon, 8 Dec 2008 14:53:38 -0800 > From: "Bryan McLellan" > Subject: Re: [rt-users] Issue with RT 3.8.1 and Active Directory > authentication > To: "Elton S. Fenner" > Cc: rt-users at lists.bestpractical.com > Message-ID: > <893823750812081453l5b50ceefw6aa97a54fcaf5055 at mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > On Mon, Dec 8, 2008 at 10:44 AM, Elton S. Fenner > wrote: > >> I can login but get this message in browser: >> *Can't call method "as_string" on an undefined value at >> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm >> line 97, line 514. * >> > > This looks like it's the section of code checking the group. > > >> * 'group' => 'DSI_Rede_Usu', >> 'group_attr' => '',* >> > > Have you tried with these two lines commented out? I would think > group_attr > must be set. I believe 'uniqueMember' is what openldap uses, and active > directory uses 'member'. I also think group would be a full DN, but the > code > may search. I've never used these before myself. > > Bryan > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > http://lists.bestpractical.com/pipermail/rt-users/attachments/20081208/0ef8b49c/attachment-0001.htm > > ------------------------------ > > Message: 5 > Date: Mon, 8 Dec 2008 15:09:16 -0800 > From: "Bryan McLellan" > Subject: Re: [rt-users] rt 3.8.1: Font and spacing issues in ticket > history section issue > To: "Janet Houser" > Cc: rt-users at lists.bestpractical.com > Message-ID: > <893823750812081509k5dbc04d4nb8bbc3e1093e661 at mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > On Mon, Dec 8, 2008 at 12:00 PM, Janet Houser > wrote: > >> When my users add comments while logged into rt (3.8.1), the font is very >> large and the lines are >> double spaced. When you reply to rt tickets via a mailer, this doesn't >> happen. > > > Have you tried turning off the WYSIWYG editor under Preferences? If this > fixes your problem I would try setting: > > Set($MessageBoxRichText, 0); > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > http://lists.bestpractical.com/pipermail/rt-users/attachments/20081208/4f5f3d2f/attachment-0001.htm > > ------------------------------ > > Message: 6 > Date: Mon, 8 Dec 2008 15:50:48 -0800 > From: "Bryan McLellan" > Subject: Re: [rt-users] long page load times with many comments, was: > is SELECT GET_LOCK normal? > To: "Ruslan Zakirov" > Cc: rt-users at lists.bestpractical.com > Message-ID: > <893823750812081550i58cbf9fagcddd0251870272c4 at mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > On Thu, Dec 4, 2008 at 6:06 PM, Ruslan Zakirov > wrote: >> Could you check if ShowMessageStanza from 3.8 repository [1] improves >> situation? See also comments below. > >> [1] >> http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/3.8/trunk/share/html/Ticket/Elements/ShowMessageStanza > > Installed this and restarted. Didn't change the time to load. Pretty > stable at just under 90 seconds for this ticket. > >> Start from identifying where RT spends more time during the request. > > Turned on 'debug' logging to a file. When loading this ticket I see > many lines like this: > > [Mon Dec 8 23:37:12 2008] [debug]: We found a merged ticket.1721/1698 > (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:185) > > After the first line, it will pause for one second, then print three > more of the exact messages at the same time with the same timestamp as > the first. Four messages every second for the 90 seconds it took for > the ticket to load. > > After seeing this I opened up a few dozen tickets and watched the > debugging log. Every ticket without merges took under two seconds, > most of them a fraction of a second (short ones). Tickets with merges > took 50-110 seconds. Definitely looks like some sort of recursive loop > to do with parsing ticket merges. > > Bryan > > > ------------------------------ > > Message: 7 > Date: Tue, 9 Dec 2008 04:14:03 +0300 > From: "Ruslan Zakirov" > Subject: Re: [rt-users] long page load times with many comments, was: > is SELECT GET_LOCK normal? > To: "Bryan McLellan" > Cc: rt-users at lists.bestpractical.com > Message-ID: > <589c94400812081714y544423c6w666fb5148cf3cce6 at mail.gmail.com> > Content-Type: text/plain; charset=UTF-8 > > http://rt3.fsck.com//Ticket/Display.html?id=12774 > > > On Tue, Dec 9, 2008 at 2:50 AM, Bryan McLellan wrote: >> On Thu, Dec 4, 2008 at 6:06 PM, Ruslan Zakirov >> wrote: >>> Could you check if ShowMessageStanza from 3.8 repository [1] improves >>> situation? See also comments below. >> >>> [1] >>> http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/3.8/trunk/share/html/Ticket/Elements/ShowMessageStanza >> >> Installed this and restarted. Didn't change the time to load. Pretty >> stable at just under 90 seconds for this ticket. >> >>> Start from identifying where RT spends more time during the request. >> >> Turned on 'debug' logging to a file. When loading this ticket I see >> many lines like this: >> >> [Mon Dec 8 23:37:12 2008] [debug]: We found a merged ticket.1721/1698 >> (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:185) >> >> After the first line, it will pause for one second, then print three >> more of the exact messages at the same time with the same timestamp as >> the first. Four messages every second for the 90 seconds it took for >> the ticket to load. >> >> After seeing this I opened up a few dozen tickets and watched the >> debugging log. Every ticket without merges took under two seconds, >> most of them a fraction of a second (short ones). Tickets with merges >> took 50-110 seconds. Definitely looks like some sort of recursive loop >> to do with parsing ticket merges. >> >> Bryan >> > > > > -- > Best regards, Ruslan. > > > ------------------------------ > > Message: 8 > Date: Mon, 8 Dec 2008 17:26:37 -0800 > From: "Bryan McLellan" > Subject: Re: [rt-users] long page load times with many comments, was: > is SELECT GET_LOCK normal? > To: "Ruslan Zakirov" > Cc: rt-users at lists.bestpractical.com > Message-ID: > <893823750812081726g988cb79rdb3176a91862773c at mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > On Mon, Dec 8, 2008 at 5:14 PM, Ruslan Zakirov > wrote: >> http://rt3.fsck.com//Ticket/Display.html?id=12774 > > Note that to read that, login as guest/guest. > > That's it, thanks. Added this to RT_SiteConfig.pm. > > Set($LogToSyslog , 'info'); > > Also linked in that bug is a debian bug [1]. They also discuss that > installing the debian package 'libsys-syslog-perl' should resolve this > issue. > > Maybe RT_Config.pm should ship with LogToSyslog set to info as a > general measure rather than related to this bug? > > Bryan > > [1] http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=498692 > > > ------------------------------ > > Message: 9 > Date: Tue, 9 Dec 2008 10:33:38 +0100 > From: "Ham MI-ID, Torsten Brumm" > Subject: [rt-users] ATx-Graph / AT 1.2.3 / RT 3.6.5 Problems > To: "RT Users" > Message-ID: > <16426EA38D57E74CB1DE5A6AE1DB039401AFE1DC at w3hamboex11.ger.win.int.kn> > Content-Type: text/plain; charset="iso-8859-1" > > Hi RT Users, Todd, > i'm trying to get Atx-Graph from AT Repo to run, until now without > success. Has anybody got this running already? > > Any hint or suggestion where to start? > > I'm calling the Graph.html whith the same options like Results.html like > this: > http://rt3dev.int.kn/AssetTracker/Search/Graph.html?Order=ASC&Query=Type > %3D 'TelCo' AND Status !%3D 'retired'&Rows=&OrderBy=id&Format= > > My Error at the moment: > > error: Error during compilation of > /opt/rt3dev/local/html/AssetTracker/Search/Graph.html: > Can't locate object method "StatusArray" via package > "RTx::AssetTracker::Type" (perhaps you forgot to load > "RTx::AssetTracker::Type"?) at > /opt/rt3dev/local/html/AssetTracker/Search/Graph.html line 162. > > Stack: > [/opt/rt3dev/local/html/AssetTracker/Search/Graph.html:162] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:811] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:441] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:246] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:211] > [/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275] > [/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:342] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:121] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:73] > [/opt/rt3dev/bin/mason_handler.fcgi:78] > > context: > ... > 158: > 159: > 160: <%ONCE> > 161: #my $type = RTx::AssetTracker::Type->new($session{'CurrentUser'}); > 162: my @status = RTx::AssetTracker::Type->StatusArray(); > 163: > 164: > code stack: /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445 > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:246 > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:211 > /usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275 > /usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353 > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348 > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:342 > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:121 > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm:73 > /opt/rt3dev/bin/mason_handler.fcgi:78 > > Thanks > > Torsten > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred > Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens > Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, > USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel > A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: > Klaus-Michael K?hne > > > > > > ------------------------------ > > Message: 10 > Date: Tue, 09 Dec 2008 08:01:34 -0500 > From: Bill Morton > Subject: [rt-users] Good document on assigning rights > To: rt-users at lists.bestpractical.com > Message-ID: <493E6C2E.6020401 at ncmail.net> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hello All, > > I am new to RT and wondering if there is a good document out there > explaining what rights to give and where. I will have many different > queue's in my installation and want to do it right the first time. Any > help would be appreciated! > -- > > Thanks, > Bill Morton > > > > ------------------------------ > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > End of RT-Users Digest, Vol 57, Issue 24 > **************************************** From Paul_OLeary at breconridge.com Tue Dec 9 10:06:15 2008 From: Paul_OLeary at breconridge.com (O'Leary, Paul) Date: Tue, 9 Dec 2008 10:06:15 -0500 Subject: [rt-users] RT3.6.3: unable to get to Advanced Mode Message-ID: <441943649C17D84E8262B5B2E9A4CAE4542D83@kbexch02.corp.breconridge.com> I have moved RT 3.6.3 from one server to another identical server using tar. My RT_Siteconfigs are identical other than the hostnames of the two machine and DBname. When I go into the new instance via the browser, I cannot get into the Advanced mode either by default of with the Advanced link at the top. I know that the DB is fine and the users are privileged, as I can run RT 3.8.0 off the same DB and go to Advacned mode instantly. I have tried to check that the cookie are being set and it appears that the UICheckCookie and UIPrefSwitchCheck are running and reading the cookie, but still not change in the page. I am lost as to what to try next. I have done all the basics (clear cache/cookie, session_data files, restart web server). Is there anything else I can try? This is working fine in production using the same RT tarball I extracted this setup from. Cheers Paul "This email is confidential. Any unauthorized use or disclosure is strictly prohibited." -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.e.thomson at gmail.com Tue Dec 9 11:29:13 2008 From: scott.e.thomson at gmail.com (Scott Thomson) Date: Tue, 9 Dec 2008 11:29:13 -0500 Subject: [rt-users] Good document on assigning rights In-Reply-To: <493E6C2E.6020401@ncmail.net> References: <493E6C2E.6020401@ncmail.net> Message-ID: <416494190812090829m1bd92598v499c3855eb4cb9df@mail.gmail.com> Hey Bill, Check out the wiki page on rights: http://wiki.bestpractical.com/view/Rights and here: http://wiki.bestpractical.com/view/ManualRights They're both pretty good explanations of what you'll need to know. -Scott On Tue, Dec 9, 2008 at 8:01 AM, Bill Morton wrote: > Hello All, > > I am new to RT and wondering if there is a good document out there > explaining what rights to give and where. I will have many different > queue's in my installation and want to do it right the first time. Any > help would be appreciated! > -- > > Thanks, > Bill Morton > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mathew.snyder at gmail.com Tue Dec 9 15:06:38 2008 From: mathew.snyder at gmail.com (Mathew) Date: Tue, 09 Dec 2008 15:06:38 -0500 Subject: [rt-users] Separate error log from general log Message-ID: <493ECFCE.3010109@gmail.com> Is it possible to log errors to a file separate from debug or info entries? All I see in RT_SiteConfig.pm is the single LogToFileNamed filename. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom From mathew.snyder at gmail.com Tue Dec 9 15:22:26 2008 From: mathew.snyder at gmail.com (Mathew) Date: Tue, 09 Dec 2008 15:22:26 -0500 Subject: [rt-users] IO Error when adding attachments Message-ID: <493ED382.8000300@gmail.com> I did a search on the archives for this error but the few instances I found had no responses to the users' inquiries. Perhaps someone can shed some light on it. A user was adding two attachments to a correspondence via the web interface when the following popped up: System error error: read-open /tmp/8NSuxt68WB: No such file or directory at /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm line 435. context: ... 431: if ($mode eq 'w') { ### writing 432: $IO = FileHandle->new(">$path") || die "write-open $path: $!"; 433: } 434: elsif ($mode eq 'r') { ### reading 435: $IO = FileHandle->new("<$path") || die "read-open $path: $!"; 436: } 437: else { 438: die "bad mode: '$mode'"; 439: } ... code stack: /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:435 /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:335 /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:218 /usr/local/rt3/lib/RT/Attachment_Overlay.pm:204 /usr/local/rt3/lib/RT/Attachment_Overlay.pm:189 /usr/local/rt3/lib/RT/Attachment_Overlay.pm:189 /usr/local/rt3/lib/RT/Transaction_Overlay.pm:487 /usr/local/rt3/lib/RT/Transaction_Overlay.pm:158 /usr/local/rt3/lib/RT/Record.pm:1461 /usr/local/rt3/lib/RT/Ticket_Overlay.pm:2444 /usr/local/rt3/lib/RT/Ticket_Overlay.pm:2357 /usr/local/rt3/lib/RT/Interface/Web.pm:585 /usr/local/rt3/share/html/Ticket/Display.html:144 /usr/local/rt3/local/html/Ticket/Update.html:220 /usr/local/rt3/share/html/autohandler:291 It only happens occasionally and there are not entries in the log file indicating any errors. Has anyone who has experienced this been able to figure out the cause? -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom From jesse at bestpractical.com Tue Dec 9 15:32:35 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 9 Dec 2008 15:32:35 -0500 Subject: [rt-users] IO Error when adding attachments In-Reply-To: <493ED382.8000300@gmail.com> References: <493ED382.8000300@gmail.com> Message-ID: <20081209203233.GL6337@bestpractical.com> What version of RT are you running? I believe this to be fixed in 3.8 On Tue, Dec 09, 2008 at 03:22:26PM -0500, Mathew wrote: > I did a search on the archives for this error but the few instances I found had no responses to the users' inquiries. Perhaps someone can shed some light on it. > > A user was adding two attachments to a correspondence via the web interface when the following popped up: > > System error > error: read-open /tmp/8NSuxt68WB: No such file or directory at /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm line 435. > context: > ... > 431: if ($mode eq 'w') { ### writing > 432: $IO = FileHandle->new(">$path") || die "write-open $path: $!"; > 433: } > 434: elsif ($mode eq 'r') { ### reading > 435: $IO = FileHandle->new("<$path") || die "read-open $path: $!"; > 436: } > 437: else { > 438: die "bad mode: '$mode'"; > 439: } > ... > code stack: /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:435 > /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:335 > /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:218 > /usr/local/rt3/lib/RT/Attachment_Overlay.pm:204 > /usr/local/rt3/lib/RT/Attachment_Overlay.pm:189 > /usr/local/rt3/lib/RT/Attachment_Overlay.pm:189 > /usr/local/rt3/lib/RT/Transaction_Overlay.pm:487 > /usr/local/rt3/lib/RT/Transaction_Overlay.pm:158 > /usr/local/rt3/lib/RT/Record.pm:1461 > /usr/local/rt3/lib/RT/Ticket_Overlay.pm:2444 > /usr/local/rt3/lib/RT/Ticket_Overlay.pm:2357 > /usr/local/rt3/lib/RT/Interface/Web.pm:585 > /usr/local/rt3/share/html/Ticket/Display.html:144 > /usr/local/rt3/local/html/Ticket/Update.html:220 > /usr/local/rt3/share/html/autohandler:291 > > It only happens occasionally and there are not entries in the log file indicating any errors. Has anyone who has experienced this been able to figure out the cause? > > -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 mathew.snyder at gmail.com Tue Dec 9 15:37:35 2008 From: mathew.snyder at gmail.com (Mathew) Date: Tue, 09 Dec 2008 15:37:35 -0500 Subject: [rt-users] IO Error when adding attachments In-Reply-To: <20081209203233.GL6337@bestpractical.com> References: <493ED382.8000300@gmail.com> <20081209203233.GL6337@bestpractical.com> Message-ID: <493ED70F.8090907@gmail.com> 3.6.5. Sorry, should have added that previously. If it is not something that can be avoided in this version all I would require is an explanation about its cause to pass on to my users. -Mathew Jesse Vincent wrote: > What version of RT are you running? I believe this to be fixed in 3.8 > > On Tue, Dec 09, 2008 at 03:22:26PM -0500, Mathew wrote: >> I did a search on the archives for this error but the few instances I found had no responses to the users' inquiries. Perhaps someone can shed some light on it. >> >> A user was adding two attachments to a correspondence via the web interface when the following popped up: >> >> System error >> error: read-open /tmp/8NSuxt68WB: No such file or directory at /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm line 435. >> context: >> ... >> 431: if ($mode eq 'w') { ### writing >> 432: $IO = FileHandle->new(">$path") || die "write-open $path: $!"; >> 433: } >> 434: elsif ($mode eq 'r') { ### reading >> 435: $IO = FileHandle->new("<$path") || die "read-open $path: $!"; >> 436: } >> 437: else { >> 438: die "bad mode: '$mode'"; >> 439: } >> ... >> code stack: /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:435 >> /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:335 >> /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:218 >> /usr/local/rt3/lib/RT/Attachment_Overlay.pm:204 >> /usr/local/rt3/lib/RT/Attachment_Overlay.pm:189 >> /usr/local/rt3/lib/RT/Attachment_Overlay.pm:189 >> /usr/local/rt3/lib/RT/Transaction_Overlay.pm:487 >> /usr/local/rt3/lib/RT/Transaction_Overlay.pm:158 >> /usr/local/rt3/lib/RT/Record.pm:1461 >> /usr/local/rt3/lib/RT/Ticket_Overlay.pm:2444 >> /usr/local/rt3/lib/RT/Ticket_Overlay.pm:2357 >> /usr/local/rt3/lib/RT/Interface/Web.pm:585 >> /usr/local/rt3/share/html/Ticket/Display.html:144 >> /usr/local/rt3/local/html/Ticket/Update.html:220 >> /usr/local/rt3/share/html/autohandler:291 >> >> It only happens occasionally and there are not entries in the log file indicating any errors. Has anyone who has experienced this been able to figure out the cause? >> >> -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 joe.hartley at retailsolutions.com Tue Dec 9 16:04:35 2008 From: joe.hartley at retailsolutions.com (Joe Hartley) Date: Tue, 9 Dec 2008 13:04:35 -0800 Subject: [rt-users] LDAP authentication and existing users Message-ID: <580CB599E684764C84C5CCFA64A929B4011776DB@EXVBE011-2.exch011.intermedia.net> I've been working on using LDAP authentication in our RT 3.6.6 installation using ExternAuth and have gotten quite a way on my own, but have run into a minor speedbump. People here have gotten used to submitting tickets to RT via email but now we want to roll out the self-service interface, and authenticate against our Active Directory server to log in. The problem I have is that when RT automatically created the users, the RT username was set to the email address of the requestor. Now, I've discovered that the user cannot access the self-service interface unless their username is changed from their email address to their AD login. Has anyone ever seen a script that would take a list of email addresses and look up the login name? Also, does anyone know how I can get RT to use the login name instead of the email address when it auto-creates a user upon getting a ticket from a new user via email? Thanks for any pointers tossed out here - I'm a newbie when it comes to the world of LDAP and Active Directory! -- Joe Hartley | Sr. Linux SysAdmin Retail Solutions, Inc. (formerly VeriSign RDS) 40 Sharpe Drive Cranston, RI 02920 joe.hartley at retailsolutions.com +1 401.824.5040 (o) | +1 401.824.5002 (f) From allen.chen at csagroupllc.com Tue Dec 9 16:17:48 2008 From: allen.chen at csagroupllc.com (Allen Chen) Date: Tue, 09 Dec 2008 16:17:48 -0500 Subject: [rt-users] Request Tracker with sSMTP Message-ID: <1228857469.17425.25.camel@pluto> Hi, I am trying to configure rt with sSMTP. I couldn't find any documentation on this anywhere...Is this possible? If so, how? Thanks From scott.e.thomson at gmail.com Tue Dec 9 16:54:03 2008 From: scott.e.thomson at gmail.com (Scott Thomson) Date: Tue, 9 Dec 2008 16:54:03 -0500 Subject: [rt-users] Best practical Logo won't load Message-ID: <416494190812091354u2d953ac1yf13499dfca5262d8@mail.gmail.com> Hey Folks, My best Practical Log isn't showing up on my pages. I added the exception to my httpd.conf to tell it not to pass the logo through fast_CGI and restarted httpd, but it's still not showing up. I have Apache 2.0.52 with mysql 4.1.22 running on RHEL4. This is what my httpd.conf looks like: ServerAdmin sthomson at uua.org ServerName rt.uua.org ServerAlias rt2.uua.org DocumentRoot /opt/rt3/share/html/ # RedirectMatch permanent (.*)/$ http://rt2.uua.org$1/index.html AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi CustomLog /var/log/httpd/rt-access_log combined ErrorLog /var/log/httpd/rt-error_log # for RT docroot: Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ /opt3/rt3/share/html/NoAuth/images is owned by apache:apache as is the file It looks like the file is supposed to be here when you click on properties: http://noauth/images//bplogo.gif Is the extra slash between images and bplogo.gif supposed to be there? If not, how do I get rid of it? Thanks! Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From brian.friday at gmail.com Tue Dec 9 19:18:57 2008 From: brian.friday at gmail.com (Brian Friday) Date: Tue, 9 Dec 2008 16:18:57 -0800 Subject: [rt-users] Best practical Logo won't load In-Reply-To: <416494190812091354u2d953ac1yf13499dfca5262d8@mail.gmail.com> References: <416494190812091354u2d953ac1yf13499dfca5262d8@mail.gmail.com> Message-ID: One place to double check is your RT_SiteConfig.pm and make sure that your settings for the section below (sample from a 3.6.7 system I am working on) are correct. # In most cases, you should leave $WebPath set to '' (an empty value). Set($WebPath , "/rt"); # If we're running as a superuser, run on port 80 # Otherwise, pick a high port for this user. Set($WebPort , 443);# + ($< * 7274) % 32766 + ($< && 1024)); # This is the Scheme, server and port for constructing urls to webrt # $WebBaseURL doesn't need a trailing / Set($WebBaseURL , "https://something.domain.com:$WebPort"); Set($WebURL , $WebBaseURL . $WebPath . "/"); # $WebImagesURL points to the base URL where RT can find its images. Set($WebImagesURL , $WebPath . "/NoAuth/images/"); # $LogoURL points to the URL of the RT logo displayed in the web UI Set($LogoURL , $WebImagesURL . "bplogo.gif"); On Tue, Dec 9, 2008 at 1:54 PM, Scott Thomson wrote: > Hey Folks, > > My best Practical Log isn't showing up on my pages. I added the exception > to my httpd.conf to tell it not to pass the logo through fast_CGI and > restarted httpd, but it's still not showing up. I have Apache 2.0.52 with > mysql 4.1.22 running on RHEL4. > > This is what my httpd.conf looks like: > > > ServerAdmin sthomson at uua.org > ServerName rt.uua.org > ServerAlias rt2.uua.org > DocumentRoot /opt/rt3/share/html/ > # RedirectMatch permanent (.*)/$ http://rt2.uua.org$1/index.html > AddDefaultCharset UTF-8 > AddHandler fastcgi-script .fcgi > CustomLog /var/log/httpd/rt-access_log combined > ErrorLog /var/log/httpd/rt-error_log > # for RT docroot: > > Options FollowSymLinks ExecCGI > AllowOverride None > > # Pass through requests to for noauth > Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > > /opt3/rt3/share/html/NoAuth/images is owned by apache:apache as is the file > > It looks like the file is supposed to be here when you click on properties: > http://noauth/images//bplogo.gif > > Is the extra slash between images and bplogo.gif supposed to be there? If > not, how do I get rid of it? > > 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 Rich.West at wesmo.com Tue Dec 9 19:50:40 2008 From: Rich.West at wesmo.com (Rich West) Date: Tue, 09 Dec 2008 19:50:40 -0500 Subject: [rt-users] LDAP authentication and existing users In-Reply-To: <580CB599E684764C84C5CCFA64A929B4011776DB@EXVBE011-2.exch011.intermedia.net> References: <580CB599E684764C84C5CCFA64A929B4011776DB@EXVBE011-2.exch011.intermedia.net> Message-ID: <493F1260.9060302@wesmo.com> With the default settings in local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm, new users will get created with their AD account name. At least, that is the way it behaved for me. The down side was that external users with the same account name (from a different domain, for example) could not open tickets because of conflicting names. Once I changed the 'attr_match_list' to just the EmailAddress, the accounts started getting created with the email address as the account name. More than likely, at some point in time, you adjusted the 'attr_match_list' to only include the email address like so: 'attr_match_list' => ['EmailAddress' ], The default is like the following: 'attr_match_list' => [ 'Name','EmailAddress', 'RealName', 'WorkPhone', 'Address2' ], However, your users can log in to RT's interface using their email address. We're building for our users, outside of RT, a self-service interface, complete with forms & faq's. The forms simply submit email to RT with all of the right answers filled out. As far as adjusting the current accounts.. yes, that can be scripted. You'd have to look at the SQL tables to see what needs to be adjusted, but it is definitely do-able with minimal effort. -Rich Joe Hartley wrote: > I've been working on using LDAP authentication in our RT 3.6.6 > installation using ExternAuth and have gotten quite a way on my own, but > have run into a minor speedbump. > > People here have gotten used to submitting tickets to RT via email but > now we want to roll out the self-service interface, and authenticate > against our Active Directory server to log in. The problem I have is > that when RT automatically created the users, the RT username was set to > the email address of the requestor. > > Now, I've discovered that the user cannot access the self-service > interface unless their username is changed from their email address to > their AD login. Has anyone ever seen a script that would take a list of > email addresses and look up the login name? > > Also, does anyone know how I can get RT to use the login name instead of > the email address when it auto-creates a user upon getting a ticket from > a new user via email? > > Thanks for any pointers tossed out here - I'm a newbie when it comes to > the world of LDAP and Active Directory! > > -- > Joe Hartley | Sr. Linux SysAdmin > Retail Solutions, Inc. (formerly VeriSign RDS) > 40 Sharpe Drive > Cranston, RI 02920 > joe.hartley at retailsolutions.com > +1 401.824.5040 (o) | +1 401.824.5002 (f) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From phil.labonte at transcore.com Tue Dec 9 21:55:31 2008 From: phil.labonte at transcore.com (Phil Labonte) Date: Tue, 9 Dec 2008 21:55:31 -0500 Subject: [rt-users] Desperatetly seeking help with login issue!!! In-Reply-To: <589c94400812072028n775324fx8658907ce3024c32@mail.gmail.com> References: <589c94400812072028n775324fx8658907ce3024c32@mail.gmail.com> Message-ID: thank you the above worked great. Can't afford to upgrade yet, will do that in 2009. Thanks again! On Sun, Dec 7, 2008 at 11:28 PM, Ruslan Zakirov wrote: > Proper upgrade to RT 3.8.1 will fix this problem. > > On Mon, Dec 8, 2008 at 12:47 AM, Phil Labonte wrote: >> I have version 3.6.5 >> >> When users log in everything works fine... but every time they click >> on a new ticket in the system they have to re log in again. >> Is there a configuration parameter I can change to stop this behaviour >> or am I dealing with something more complicated? >> >> Thanks. >> >> Any help would be appreciated. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > From johnp at fmgsupport.com Wed Dec 10 02:14:40 2008 From: johnp at fmgsupport.com (John Parker) Date: Wed, 10 Dec 2008 07:14:40 -0000 Subject: [rt-users] Recall: New Starter - David Goldfinch Regional Network Manager Message-ID: <9F5C85218E0B6341ABA8C63A9E142B800A59D0E8@RALPH.fmggroup.com> John Parker would like to recall the message, "New Starter - David Goldfinch Regional Network Manager". ---------------------------------------------------- FMG Support is committed to reducing its impact on the environment. Please don't print this email unless absolutely necessary. ---------------------------------------------------- We have taken all reasonable precautions to ensure that no viruses are transmitted from FMG Support to any third party. FMG Support accept no responsibility for any damage or loss resulting from the use of this e-mail or its contents. This e-mail and any files transmitted with it are confidential and solely for the use of the addressee. Opinions expressed in this e-mail are those of the individual and not those of the Company unless specifically indicated to that effect. If you have received this e-mail in error please inform us and delete it from your mailbox and/or any other storage mechanism. FMG Support Ltd T:0870 830 3830 mailto:support at fmgsupport.com. FMG Support Ltd. Registered in England. Company registration number: 3813859. Registered office: FMG House, St Andrews Road, Huddersfield HD1 6NA. From johnp at fmgsupport.com Wed Dec 10 02:14:00 2008 From: johnp at fmgsupport.com (John Parker) Date: Wed, 10 Dec 2008 07:14:00 -0000 Subject: [rt-users] New Starter - David Goldfinch Regional Network Manager Message-ID: <9F5C85218E0B6341ABA8C63A9E142B800A59D0E6@RALPH.fmggroup.com> Order Blackberry Pearl, hold off on the laptop until the supply situation gets clearer JP From: Stephen Moore Sent: 09 December 2008 16:23 To: John Parker; Jamie Shields Subject: New Starter - David Goldfinch Regional Network Manager John/Jamie, I have recruited the gentleman above & would like to arrange for a laptop & Blackberry to be provided to him on his first day in the office which is Monday 5th January. Please could you advise what I would need to do/forms I need to complete to make this happen ?? Your assistance would be greatly appreciated. Kind regards, Stephen Moore National Network Manager (RRRM) FMG Support T: 0870 830 3830 F: 0870 830 3831 M: 07775 660 508 E: stephen.moore at fmgsupport.com W: www.fmgsupport.com P Please Save Paper - Do you really need to print this e-mail ? ---------------------------------------------------- FMG Support is committed to reducing its impact on the environment. Please don't print this email unless absolutely necessary. ---------------------------------------------------- We have taken all reasonable precautions to ensure that no viruses are transmitted from FMG Support to any third party. FMG Support accept no responsibility for any damage or loss resulting from the use of this e-mail or its contents. This e-mail and any files transmitted with it are confidential and solely for the use of the addressee. Opinions expressed in this e-mail are those of the individual and not those of the Company unless specifically indicated to that effect. If you have received this e-mail in error please inform us and delete it from your mailbox and/or any other storage mechanism. FMG Support Ltd T:0870 830 3830 mailto:support at fmgsupport.com. FMG Support Ltd. Registered in England. Company registration number: 3813859. Registered office: FMG House, St Andrews Road, Huddersfield HD1 6NA. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sara at edhouse.cz Wed Dec 10 04:22:59 2008 From: sara at edhouse.cz (=?ISO-8859-2?Q?Tom=E1=B9_S=E1ra?=) Date: Wed, 10 Dec 2008 10:22:59 +0100 Subject: [rt-users] Default values for custom fields after opening form Message-ID: <493F8A73.7090005@edhouse.cz> Hello everybody, is there any possibility to set default values for some custom fields right after opening form, not after pressing create button. I found just the way of setting default values after pressing create button (you can find it here http://wiki.bestpractical.com/view/DefaultCustomFieldValue). I am using Request Tracker 3.8.1. Tahnks in advance for any help, Tom. From Holger.Haase at stepstone.de Wed Dec 10 06:56:25 2008 From: Holger.Haase at stepstone.de (Holger Haase) Date: Wed, 10 Dec 2008 12:56:25 +0100 Subject: [rt-users] RT-Users Digest, Vol 57, Issue 25 In-Reply-To: Message-ID: <22C8573C220A324BAB1F531746686C58042162C5@DE-2K3EX-DUS01.stepstone.asa> Hi all, We have a rt3.4.1 installed, everything is working fine. Now we got a new server and I tried to take the chance to go to rt3.8.1. After inserting the dump to 3.8 and database upgrade everything works fine except of the broken attachments. Is this an general issue or maybe an encoding thingy? New created attachments in this installation are fine. Best Regards. From ruz at bestpractical.com Wed Dec 10 07:17:23 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 10 Dec 2008 15:17:23 +0300 Subject: [rt-users] RT-Users Digest, Vol 57, Issue 25 In-Reply-To: <22C8573C220A324BAB1F531746686C58042162C5@DE-2K3EX-DUS01.stepstone.asa> References: <22C8573C220A324BAB1F531746686C58042162C5@DE-2K3EX-DUS01.stepstone.asa> Message-ID: <589c94400812100417ne6350a2p6660396ff128112@mail.gmail.com> UPGRADING.mysql, search mail archives On Wed, Dec 10, 2008 at 2:56 PM, Holger Haase wrote: > > Hi all, > > We have a rt3.4.1 installed, everything is working fine. Now we got a > new server and I tried to take the chance to go to rt3.8.1. > After inserting the dump to 3.8 and database upgrade everything works > fine except of the broken attachments. Is this an general issue or maybe > an encoding thingy? New created attachments in this installation are > fine. > > Best 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 > -- Best regards, Ruslan. From bashir.jahed at nha.co.za Wed Dec 10 07:46:23 2008 From: bashir.jahed at nha.co.za (Bashir Jahed) Date: Wed, 10 Dec 2008 14:46:23 +0200 Subject: [rt-users] RT Cutting off Tickets Message-ID: <03D0CD3BAC1F2949B639858D2686296E01DD5FDB@musca.ctn.nha.co.za> Hi, I have an issue with WEBrt, certain mail sent to rt gets cut off, below is an example, the first part is the original mail sent and the second is how RT is displaying it in the ticket. Thinking it is a syntax/formatting issue but not sure what... ******ORIGINAL MAIL******* MODE:F ACTION:A Batch: 17721 92 CLM750 ,,,,,,,,,,,,,,,,,,,,,,,,,,,,,, Claims Capturing ,,,,,,,,,,,,,,,,,,,,,,,,,,,,,, 01 Member: 42300080465 MR B MACMAHON 02 Claims: 6 7 03 Provider: 2603756 IVEY A T DR Trt:2603756 04 Ref: 018799 05 Referral: 06 Payee: ME 07 Total: 373.40 Opt: 423 Dp Dt From To Price Code Fees Chg Units Mu Disc P OR Disp St 08 R,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,T 0 . ACTION: CLM757 . . From calvin at utilyx.com Wed Dec 10 09:25:32 2008 From: calvin at utilyx.com (Calvin Chiang) Date: Wed, 10 Dec 2008 14:25:32 +0000 Subject: [rt-users] rt-3.8.1 cannot get ExternalAuth.pm to be recognized in perl's @inc list Message-ID: <493FD15C.5020604@utilyx.com> Hi All, ok. this problem is really annoying me. I've been following some excellent install instructions from here: http://wiki.bestpractical.com/view/Ubuntu_8.04.1 on how to install rt-3.8.1 on ubuntu 8.04. All good down to the bit on initalizing the database. At the end of the intialization i get the error: calvinc at UbuntuBase804Small:~/tmp/rt-3.8.1$ sudo 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 User: rt_user DBA: root Now creating a mysql database rt3 for RT. Done. Now populating database schema. Done. Now inserting database ACLs Granting access to rt_user@'localhost' on rt3. Done. Now inserting RT core system objects Done. [Wed Dec 10 13:58:03 2008] [crit]: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /home/calvinc/tmp/rt-3.8.1/sbin/../local/lib /home/calvinc/tmp/rt-3.8.1/sbin/../lib /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at /home/calvinc/tmp/rt-3.8.1/sbin/../lib/RT.pm line 624. (/home/calvinc/tmp/rt-3.8.1/sbin/../lib/RT.pm:377) Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /home/calvinc/tmp/rt-3.8.1/sbin/../local/lib /home/calvinc/tmp/rt-3.8.1/sbin/../lib /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at /home/calvinc/tmp/rt-3.8.1/sbin/../lib/RT.pm line 624. make: *** [initialize-database] Error 255 So the first time around, i thought that maybe i'd better install the ExernalAuth.pm plugin. so i followed the instructions and got the following success message: calvinc at UbuntuBase804Small:~/tmp/RT-Authen-ExternalAuth-0.06_02$ sudo make install Installing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm Installing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm Installing /opt/rt3/local/man/man3/RT::User_Vendor.3pm Installing /opt/rt3/local/man/man3/RT::Authen::ExternalAuth.3pm Writing /opt/rt3/local/man/auto/RT/Authen/ExternalAuth/.packlist Appending installation info to /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/perllocal.pod Installing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm Installing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth So then i deleted the database reran make initialize-database. but got the same problem. So after a while i decided it was a problem with the @INC list. after some digging around, i thought i'd add the full path to ExternalAuth.pm to the PERL5LIB variable, which would add then add it to @INC export PERL5LIB=/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen after i do that i check @INC using perl -V and i get Built under linux Compiled at Nov 27 2007 10:44:36 %ENV: PERL5LIB="/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/" @INC: /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl yet when i delete the database and retry sudo make initialize-database i the list of paths within @INC displays the same as the first time - it still cant find ExternalAuth.pm strangely,.. when i try to do a make initialize-database with out the sudo i get: calvinc at UbuntuBase804Small:~/tmp/rt-3.8.1$ make initialize-database /usr/bin/perl sbin/rt-setup-database --action init --dba root --prompt-for-dba-password RT couldn't load RT config file /opt/rt3/etc/RT_Config.pm as: user: calvinc group: calvinc The file is owned by user root and group www-data. This usually means that the user/group your webserver is running as cannot read the file. Be careful not to make the permissions on this file too liberal, because it contains database passwords. You may need to put the webserver user in the appropriate group (www-data) or change permissions be able to run succesfully. Can't locate RT_Config.pm in @INC (@INC contains: /opt/rt3/local/etc /opt/rt3/etc /home/calvinc/tmp/rt-3.8.1/sbin/../local/lib /home/calvinc/tmp/rt-3.8.1/sbin/../lib /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at /home/calvinc/tmp/rt-3.8.1/sbin/../lib/RT/Config.pm line 410. BEGIN failed--compilation aborted at sbin/rt-setup-database line 86. make: *** [initialize-database] Error 255 which shows the correct path added into @INC here?!!! .... i'm sure it's something i've done/overlooked cos it always is.. but i just cant see it. any hints much appreciated! -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com ______________________________________________________________________ "Utilyx" is the trading name of "Utilyx Limited" and "Utilyx Risk Management Limited" (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ From kmcdermo at purdue.edu Wed Dec 10 09:37:21 2008 From: kmcdermo at purdue.edu (Keith A McDermott) Date: Wed, 10 Dec 2008 09:37:21 -0500 Subject: [rt-users] rt-3.8.1 cannot get ExternalAuth.pm to be recognized in perl's @inc list In-Reply-To: <493FD15C.5020604@utilyx.com> References: <493FD15C.5020604@utilyx.com> Message-ID: <493FD421.6050105@purdue.edu> Remove all ExternalAuth code so that it authenticates against the database. It needs to first create the default users in RT. Once the make initialize-database is done, then add the ExternalAuth into RT_SiteConfig.pm and you'll be great. Keith McDermott Desktop Support Specialist - PCN Physics Department, Purdue University Web: http://www.physics.purdue.edu/pcn E-mail: kmcdermo at purdue.edu Phone: (765)496-2202 Address:525 Northwestern Avenue West Lafayette, IN 47907 Check out our new documentation at: http://www.physics.purdue.edu/PCN/doc/wiki Calvin Chiang wrote: > Hi All, > > ok. this problem is really annoying me. > > I've been following some excellent install instructions from here: > http://wiki.bestpractical.com/view/Ubuntu_8.04.1 > > on how to install rt-3.8.1 on ubuntu 8.04. > > All good down to the bit on initalizing the database. > > At the end of the intialization i get the error: > > calvinc at UbuntuBase804Small:~/tmp/rt-3.8.1$ sudo 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 > User: rt_user > DBA: root > Now creating a mysql database rt3 for RT. > Done. > Now populating database schema. > Done. > Now inserting database ACLs > Granting access to rt_user@'localhost' on rt3. > Done. > Now inserting RT core system objects > Done. > [Wed Dec 10 13:58:03 2008] [crit]: Can't locate > RT/Authen/ExternalAuth.pm in @INC (@INC contains: > /home/calvinc/tmp/rt-3.8.1/sbin/../local/lib > /home/calvinc/tmp/rt-3.8.1/sbin/../lib /etc/perl > /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 > /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 > /usr/local/lib/site_perl .) at > /home/calvinc/tmp/rt-3.8.1/sbin/../lib/RT.pm line 624. > (/home/calvinc/tmp/rt-3.8.1/sbin/../lib/RT.pm:377) > Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: > /home/calvinc/tmp/rt-3.8.1/sbin/../local/lib > /home/calvinc/tmp/rt-3.8.1/sbin/../lib /etc/perl > /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 > /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 > /usr/local/lib/site_perl .) at > /home/calvinc/tmp/rt-3.8.1/sbin/../lib/RT.pm line 624. > make: *** [initialize-database] Error 255 > > So the first time around, i thought that maybe i'd better install the > ExernalAuth.pm plugin. so i followed the instructions and got the > following success message: > > calvinc at UbuntuBase804Small:~/tmp/RT-Authen-ExternalAuth-0.06_02$ sudo > make install > Installing > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm > Installing > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm > Installing /opt/rt3/local/man/man3/RT::User_Vendor.3pm > Installing /opt/rt3/local/man/man3/RT::Authen::ExternalAuth.3pm > Writing /opt/rt3/local/man/auto/RT/Authen/ExternalAuth/.packlist > Appending installation info to > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/perllocal.pod > Installing > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm > Installing > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth > > So then i deleted the database reran make initialize-database. but got > the same problem. > > > So after a while i decided it was a problem with the @INC list. after > some digging around, i thought i'd add the full path to ExternalAuth.pm > to the PERL5LIB variable, which would add then add it to @INC > > export PERL5LIB=/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen > > after i do that i check @INC using > > perl -V > > and i get > > Built under linux > Compiled at Nov 27 2007 10:44:36 > %ENV: > PERL5LIB="/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/" > @INC: > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ > /etc/perl > /usr/local/lib/perl/5.8.8 > /usr/local/share/perl/5.8.8 > /usr/lib/perl5 > /usr/share/perl5 > /usr/lib/perl/5.8 > /usr/share/perl/5.8 > /usr/local/lib/site_perl > > yet when i delete the database and retry > sudo make initialize-database > > i the list of paths within @INC displays the same as the first time - it > still cant find ExternalAuth.pm > > > strangely,.. when i try to do a make initialize-database with out the > sudo i get: > > calvinc at UbuntuBase804Small:~/tmp/rt-3.8.1$ make initialize-database > /usr/bin/perl sbin/rt-setup-database --action init --dba root > --prompt-for-dba-password > > RT couldn't load RT config file /opt/rt3/etc/RT_Config.pm as: > user: calvinc > group: calvinc > > The file is owned by user root and group www-data. > > This usually means that the user/group your webserver is running > as cannot read the file. Be careful not to make the permissions > on this file too liberal, because it contains database passwords. > You may need to put the webserver user in the appropriate group > (www-data) or change permissions be able to run succesfully. > > Can't locate RT_Config.pm in @INC (@INC contains: /opt/rt3/local/etc > /opt/rt3/etc /home/calvinc/tmp/rt-3.8.1/sbin/../local/lib > /home/calvinc/tmp/rt-3.8.1/sbin/../lib > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ /etc/perl > /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 > /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 > /usr/local/lib/site_perl .) at > /home/calvinc/tmp/rt-3.8.1/sbin/../lib/RT/Config.pm line 410. > BEGIN failed--compilation aborted at sbin/rt-setup-database line 86. > make: *** [initialize-database] Error 255 > > > which shows the correct path added into @INC here?!!! > > .... > > i'm sure it's something i've done/overlooked cos it always is.. but i > just cant see it. > any hints much appreciated! > > From calvin at utilyx.com Wed Dec 10 09:52:08 2008 From: calvin at utilyx.com (Calvin Chiang) Date: Wed, 10 Dec 2008 14:52:08 +0000 Subject: [rt-users] rt-3.8.1 cannot get ExternalAuth.pm to be recognized in perl's @inc list In-Reply-To: <493FD421.6050105@purdue.edu> References: <493FD15C.5020604@utilyx.com> <493FD421.6050105@purdue.edu> Message-ID: <493FD798.3030906@utilyx.com> Hi Keith, Thanks for the quick reply! I'll give it a shot now and post back with my results. Cheers! Calvin Keith A McDermott wrote: > Remove all ExternalAuth code so that it authenticates against the > database. It needs to first create the default users in RT. Once the > make initialize-database is done, then add the ExternalAuth into > RT_SiteConfig.pm and you'll be great. > > Keith McDermott > Desktop Support Specialist - PCN > Physics Department, Purdue University > > Web: http://www.physics.purdue.edu/pcn > E-mail: kmcdermo at purdue.edu > Phone: (765)496-2202 > Address:525 Northwestern Avenue > West Lafayette, IN 47907 > > Check out our new documentation at: > http://www.physics.purdue.edu/PCN/doc/wiki > > > > Calvin Chiang wrote: >> Hi All, >> >> ok. this problem is really annoying me. >> >> I've been following some excellent install instructions from here: >> http://wiki.bestpractical.com/view/Ubuntu_8.04.1 >> >> on how to install rt-3.8.1 on ubuntu 8.04. >> >> All good down to the bit on initalizing the database. >> >> At the end of the intialization i get the error: >> >> calvinc at UbuntuBase804Small:~/tmp/rt-3.8.1$ sudo 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 >> User: rt_user >> DBA: root >> Now creating a mysql database rt3 for RT. >> Done. >> Now populating database schema. >> Done. >> Now inserting database ACLs >> Granting access to rt_user@'localhost' on rt3. >> Done. >> Now inserting RT core system objects >> Done. >> [Wed Dec 10 13:58:03 2008] [crit]: Can't locate >> RT/Authen/ExternalAuth.pm in @INC (@INC contains: >> /home/calvinc/tmp/rt-3.8.1/sbin/../local/lib >> /home/calvinc/tmp/rt-3.8.1/sbin/../lib /etc/perl >> /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 >> /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 >> /usr/local/lib/site_perl .) at >> /home/calvinc/tmp/rt-3.8.1/sbin/../lib/RT.pm line 624. >> (/home/calvinc/tmp/rt-3.8.1/sbin/../lib/RT.pm:377) >> Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: >> /home/calvinc/tmp/rt-3.8.1/sbin/../local/lib >> /home/calvinc/tmp/rt-3.8.1/sbin/../lib /etc/perl >> /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 >> /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 >> /usr/local/lib/site_perl .) at >> /home/calvinc/tmp/rt-3.8.1/sbin/../lib/RT.pm line 624. >> make: *** [initialize-database] Error 255 >> >> So the first time around, i thought that maybe i'd better install the >> ExernalAuth.pm plugin. so i followed the instructions and got the >> following success message: >> >> calvinc at UbuntuBase804Small:~/tmp/RT-Authen-ExternalAuth-0.06_02$ sudo >> make install >> Installing >> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm >> Installing >> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm >> >> Installing /opt/rt3/local/man/man3/RT::User_Vendor.3pm >> Installing /opt/rt3/local/man/man3/RT::Authen::ExternalAuth.3pm >> Writing /opt/rt3/local/man/auto/RT/Authen/ExternalAuth/.packlist >> Appending installation info to >> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/perllocal.pod >> Installing >> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm >> Installing >> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth >> >> >> So then i deleted the database reran make initialize-database. but >> got the same problem. >> >> >> So after a while i decided it was a problem with the @INC list. after >> some digging around, i thought i'd add the full path to >> ExternalAuth.pm to the PERL5LIB variable, which would add then add it >> to @INC >> >> export >> PERL5LIB=/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen >> >> after i do that i check @INC using >> >> perl -V >> >> and i get >> >> Built under linux >> Compiled at Nov 27 2007 10:44:36 >> %ENV: >> >> PERL5LIB="/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/" >> @INC: >> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ >> /etc/perl >> /usr/local/lib/perl/5.8.8 >> /usr/local/share/perl/5.8.8 >> /usr/lib/perl5 >> /usr/share/perl5 >> /usr/lib/perl/5.8 >> /usr/share/perl/5.8 >> /usr/local/lib/site_perl >> >> yet when i delete the database and retry >> sudo make initialize-database >> >> i the list of paths within @INC displays the same as the first time - >> it still cant find ExternalAuth.pm >> >> >> strangely,.. when i try to do a make initialize-database with out the >> sudo i get: >> >> calvinc at UbuntuBase804Small:~/tmp/rt-3.8.1$ make initialize-database >> /usr/bin/perl sbin/rt-setup-database --action init --dba root >> --prompt-for-dba-password >> >> RT couldn't load RT config file /opt/rt3/etc/RT_Config.pm as: >> user: calvinc >> group: calvinc >> >> The file is owned by user root and group www-data. >> This usually means that the user/group your webserver is running >> as cannot read the file. Be careful not to make the permissions >> on this file too liberal, because it contains database passwords. >> You may need to put the webserver user in the appropriate group >> (www-data) or change permissions be able to run succesfully. >> >> Can't locate RT_Config.pm in @INC (@INC contains: /opt/rt3/local/etc >> /opt/rt3/etc /home/calvinc/tmp/rt-3.8.1/sbin/../local/lib >> /home/calvinc/tmp/rt-3.8.1/sbin/../lib >> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ >> /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 >> /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 >> /usr/local/lib/site_perl .) at >> /home/calvinc/tmp/rt-3.8.1/sbin/../lib/RT/Config.pm line 410. >> BEGIN failed--compilation aborted at sbin/rt-setup-database line 86. >> make: *** [initialize-database] Error 255 >> >> >> which shows the correct path added into @INC here?!!! >> >> .... >> >> i'm sure it's something i've done/overlooked cos it always is.. but i >> just cant see it. >> any hints much appreciated! >> >> > > ______________________________________________________________________ > This email has been scanned by the MessageLabs Email Security System. > For more information please visit http://www.messagelabs.com/email > ______________________________________________________________________ -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com ______________________________________________________________________ "Utilyx" is the trading name of "Utilyx Limited" and "Utilyx Risk Management Limited" (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ From monti.mail at gmail.com Wed Dec 10 10:17:55 2008 From: monti.mail at gmail.com (Monti gmail) Date: Wed, 10 Dec 2008 17:17:55 +0200 Subject: [rt-users] Self service group view Message-ID: Hello all, I have a queue name "Test" and a group name "Test Group". The 'Test Group" has the following rights: AssignCustomFields CommentOnTicket CreateTicket ModifyTicket ReplyToTicket SeeQueue ShowTicket This group uses Self service page to submit tickets. This group requires that each group member ticket will be visible for all, currently each member see his own tickets only. how can i achieve it? thanks, From joe.hartley at retailsolutions.com Wed Dec 10 10:48:12 2008 From: joe.hartley at retailsolutions.com (Joe Hartley) Date: Wed, 10 Dec 2008 07:48:12 -0800 Subject: [rt-users] LDAP authentication and existing users In-Reply-To: <493F1260.9060302@wesmo.com> References: <580CB599E684764C84C5CCFA64A929B4011776DB@EXVBE011-2.exch011.intermedia.net> <493F1260.9060302@wesmo.com> Message-ID: <580CB599E684764C84C5CCFA64A929B401177A30@EXVBE011-2.exch011.intermedia.net> I feel like I'm heading deeper and deeper down a rathole here... From: Rich West [mailto:Rich.West at wesmo.com] > With the default settings in > local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm, new users > will get created with their AD account name. At least, that is the way > it behaved for me. That'll be brilliant, I'll have to find someone who hasn't submitted a ticket To try it out! > The down side was that external users with the same > account name (from a different domain, for example) could not open > tickets because of conflicting names. Once I changed the > 'attr_match_list' to just the EmailAddress, the accounts started getting > created with the email address as the account name. > > More than likely, at some point in time, you adjusted the > 'attr_match_list' to only include the email address like so: > 'attr_match_list' => ['EmailAddress' ], I've only been hacking at this a couple of days now, the only change was to Make "attr_match_list => ['Name', 'EmailAddress']," which is the new default. > However, your users can log in to RT's interface using their email address. This is not working for me, but I may be confused as to how it's supposed to work. Example: User John Doe has submitted a ticket in the past via email. A user was created in RT with the username, email and real name of John.Doe at example.com. John was unable to log into RT using his email address. The logs show that the error on LDAP authentication is "User not found or more than one user found." What's even worse for me is that if John uses his network username to log in, he's successful, but RT creates a new user with the ID, so he doesn't see his tickets, and I can't change the username on the user account that is the requestor of the tickets, because now a user with that name exists. This Active Directory stuff is of the devil, I tell ya! Thanks for the info, I appreciate it. From scott.e.thomson at gmail.com Wed Dec 10 10:54:48 2008 From: scott.e.thomson at gmail.com (Scott Thomson) Date: Wed, 10 Dec 2008 10:54:48 -0500 Subject: [rt-users] Best practical Logo won't load In-Reply-To: References: <416494190812091354u2d953ac1yf13499dfca5262d8@mail.gmail.com> Message-ID: <416494190812100754w41867836w94c222ba30594056@mail.gmail.com> Aha! Thanks Brian! It turns out that I was improperly setting WebPath in my site config I had Set($WebPath , "/"); in my site config, I commented it out so that it would use the value from RT_Config.pm and it started working. There may have been a reason for that in RT3.4.5 which is what I just upgraded from. Cheers! Scott On Tue, Dec 9, 2008 at 7:18 PM, Brian Friday wrote: > One place to double check is your RT_SiteConfig.pm and make sure that > your settings for the section below (sample from a 3.6.7 system I am > working on) are correct. > > # In most cases, you should leave $WebPath set to '' (an empty value). > > Set($WebPath , "/rt"); > > # If we're running as a superuser, run on port 80 > # Otherwise, pick a high port for this user. > > Set($WebPort , 443);# + ($< * 7274) % 32766 + ($< && 1024)); > > # This is the Scheme, server and port for constructing urls to webrt > # $WebBaseURL doesn't need a trailing / > > Set($WebBaseURL , "https://something.domain.com:$WebPort"); > > Set($WebURL , $WebBaseURL . $WebPath . "/"); > > # $WebImagesURL points to the base URL where RT can find its images. > > Set($WebImagesURL , $WebPath . "/NoAuth/images/"); > > # $LogoURL points to the URL of the RT logo displayed in the web UI > > Set($LogoURL , $WebImagesURL . "bplogo.gif"); > > > > On Tue, Dec 9, 2008 at 1:54 PM, Scott Thomson > wrote: > > Hey Folks, > > > > My best Practical Log isn't showing up on my pages. I added the > exception > > to my httpd.conf to tell it not to pass the logo through fast_CGI and > > restarted httpd, but it's still not showing up. I have Apache 2.0.52 with > > mysql 4.1.22 running on RHEL4. > > > > This is what my httpd.conf looks like: > > > > > > ServerAdmin sthomson at uua.org > > ServerName rt.uua.org > > ServerAlias rt2.uua.org > > DocumentRoot /opt/rt3/share/html/ > > # RedirectMatch permanent (.*)/$ http://rt2.uua.org$1/index.html > > AddDefaultCharset UTF-8 > > AddHandler fastcgi-script .fcgi > > CustomLog /var/log/httpd/rt-access_log combined > > ErrorLog /var/log/httpd/rt-error_log > > # for RT docroot: > > > > Options FollowSymLinks ExecCGI > > AllowOverride None > > > > # Pass through requests to for noauth > > Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images > > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > > > > > /opt3/rt3/share/html/NoAuth/images is owned by apache:apache as is the > file > > > > It looks like the file is supposed to be here when you click on > properties: > > http://noauth/images//bplogo.gif > > > > Is the extra slash between images and bplogo.gif supposed to be there? > If > > not, how do I get rid of it? > > > > 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 > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexyoung at scoutsolutions.co.uk Wed Dec 10 11:00:45 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Wed, 10 Dec 2008 16:00:45 -0000 Subject: [rt-users] FriendlyFromLineFormat Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64C5E3F6@s-wor-e-001.SCOUTSOFFICE.local> Hi, I have been looking at the $FriendlyFromLineFormat option. Is there a way to change it per-queue? Some of our queues we don't want the users name to be in it, we just want to use the queue name or queue email address. The problem is, we use RT for two different systems. One for tracking emails from the public, another tracking requests from clients. Clients need to know who has sent them the response, but we don't want to public queues to know who has sent them an email. If it's not possible on a queue basis, can we show just the queue name as the friendly from line? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.e.thomson at gmail.com Wed Dec 10 11:42:13 2008 From: scott.e.thomson at gmail.com (Scott Thomson) Date: Wed, 10 Dec 2008 11:42:13 -0500 Subject: [rt-users] Login Issues with Session data In-Reply-To: <416494190812081126h12e4386cy1651fcf75b007ff4@mail.gmail.com> References: <416494190812081126h12e4386cy1651fcf75b007ff4@mail.gmail.com> Message-ID: <416494190812100842u7ad4008dg8b915bb93c7ae70@mail.gmail.com> Just in case anyone is googling with the same error's I was having, somewhere in there my sessions database got the wrong type of data in it. as described in the wiki, though my issue wasn't continuous login so much as login click on something, click again and get error about non writable /opt/rt3/var/session_data/. Anyway, I changed the table's data type back to longblob and I can now login, and click more than twice before having to restart the browser. This was in the wiki here with slightly different symptoms that what I was experiencing: http://wiki.bestpractical.com/view/TroubleShooting Still having some other issues but we should be able to workaround/sort those out. Thanks! Scott On Mon, Dec 8, 2008 at 2:26 PM, Scott Thomson wrote: > Hey Folks, > > So I'm stumped, I was having issues with rt 3.4.5 so I upgraded and the > issues have followed me. > > We can log in, we can get to whatever we were logging in to see (ie our > homepage, or a specific ticket if we specify the URL). If we try to click > on anything else, we get the following error message. > > RT couldn't store your session. This may mean that that the directory > '/opt/rt3/var/session_data' isn't writable or a database table is missing or > corrupt. > > I turned logging up to debug, and that didn't seem to turn anything up. > I've been combing through the httpd and mysqld logs and haven't seen > anything there either. > > This all started when I updated mysql from 4.1.20 to 4.1.22 and > perl-5.8.5-36.el4_5.2 to perl-5.8.5-36.el4_6.3. > > Any ideas? If we delete the info in the session data table, we can then > log back in. Otherwise it continues to give the error message unless we > close and reopen the browser. > > We know that it sets a cookie with the session id in the browser as well. > It just seems to be unable to process that session ID once it's established? > Thanks! > > Scott > -------------- next part -------------- An HTML attachment was scrubbed... URL: From joe.hartley at retailsolutions.com Wed Dec 10 12:28:12 2008 From: joe.hartley at retailsolutions.com (Joe Hartley) Date: Wed, 10 Dec 2008 09:28:12 -0800 Subject: [rt-users] LDAP authentication and existing users - done In-Reply-To: <580CB599E684764C84C5CCFA64A929B401177A30@EXVBE011-2.exch011.intermedia.net> References: <580CB599E684764C84C5CCFA64A929B4011776DB@EXVBE011-2.exch011.intermedia.net><493F1260.9060302@wesmo.com> <580CB599E684764C84C5CCFA64A929B401177A30@EXVBE011-2.exch011.intermedia.net> Message-ID: <580CB599E684764C84C5CCFA64A929B401177AD7@EXVBE011-2.exch011.intermedia.net> To close the thread here, I've changed all the RT accounts to use the AD login name as the username within RT. All's well with the authentication, users can see their tickets in the self-service interface. On the downside, a new ticket created by an email from a user unknown to the system did not get created with the AD username, but that's because the AD server did not have a value entered for the user's email, a side-effect of having an email service that does not use our AD for any authentication. Thanks for the help! -- Joe Hartley | Sr. Linux SysAdmin Retail Solutions, Inc. (formerly VeriSign RDS) 40 Sharpe Drive Cranston, RI 02920 joe.hartley at retailsolutions.com +1 401.824.5040 (o) | +1 401.824.5002 (f) From murphy at genome.chop.edu Wed Dec 10 12:36:56 2008 From: murphy at genome.chop.edu (Kevin Murphy) Date: Wed, 10 Dec 2008 12:36:56 -0500 Subject: [rt-users] How to access custom field description from a scrip Message-ID: <493FFE38.6060403@genome.chop.edu> When a custom field value changes on a ticket, I'd like to parse a default priority value out of the custom field value's description field. I looked at some of the source code quickly, but I didn't notice a class method for directly accessing the description. I'm using RT 3.6. Thanks, Kevin Murphy From jesse at bestpractical.com Wed Dec 10 13:42:18 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 10 Dec 2008 13:42:18 -0500 Subject: [rt-users] Install norwegian language file In-Reply-To: References: Message-ID: <20081210184218.GF626@31b.local> On Wed 3.Dec'08 at 10:57:59 +0100, Steffen Tronstad wrote: > I've installed RT using apt-get on Debian Etch. > > I see there is a fairly good translation into Norwegian for the released > version, but I can not find where to put the languagefile, and where to > select what language the system should be using. The system autodetects the user's language based on their browser settings. They can also set their default in preferences. In RT_Config.pm, you can find the settings to copy to RT_SiteConfig and force a default. You can drop new translations in /opt/rt3/local/po Best, Jesse > > Can anyone give me some guidance? J > > Med vennlig hilsen / with kind regards > > Steffen Tronstad > BroadPark Games drift/design > NextGenTel AS, part of TeliaSonera Group > Tlf: +47 466 988 46 > Mail: [1]sttr at nextgentel.com <[2]mailto:sttr at nextgentel.com> > > P please don't print this e-mail unless you really need to. > > References > > Visible links > 1. mailto:sttr at nextgentel.com > 2. mailto:sttr at nextgentel.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From klausengelmann at gmail.com Wed Dec 10 15:41:29 2008 From: klausengelmann at gmail.com (Klaus Engelmann) Date: Wed, 10 Dec 2008 18:41:29 -0200 Subject: [rt-users] RT search error - http://ticket/Display.html bug in request-tracker Message-ID: Dear Friends: I finished a brand new RT installation on CentOS 5.2 (version rt3-3.6.5-3.el5). For some days it worked fine. Now I cannot display the tickets after doing a simple search (or any kind of search). The links are broken: (http://ticket/Display.html?id=1). I am using a Virtual Host configuration at apache2. I saw inside the initialdata and I found that everything is right. I tried to change at initialdata __WebPath__ to $RT::__WebPath__ or $RT::WebPath and nothing changes. Thanks, Klaus Some suggestions followed (without success). http://wiki.bestpractical.com/view/RepairSearches http://blog.loftninjas.org/2008/01/25/httpticketdisplayhtml-bug-in-request-tracker/ I finally found instructions here which amounted to: 1) Use mysql (mysql, then 'use rtdb;' or whatever the name of your db is) to find the id of the search entry: 'select id, Name from Attributes WHERE Name = 'Search - My Tickets';' 2) Delete this entry: 'DELETE FROM Attributes WHERE id = x;' where x is the ID from above 3) Put the following in a file named repair-search: @Attributes = ( { Name => 'Search - My Tickets', Description => '[_1] highest priority tickets I own', # loc Content => { Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', Priority, QueueName, ExtendedStatus", Query => " Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open')", OrderBy => 'Priority', Order => 'DESC' }, },); 4) run ' rt-setup-database ?action insert ?datafile repair-search ?dba rtuser' where rtuser is the name of your rtuser. Things just worked after this, no need to restart apache or clear the mason cache or anything. My initialdata at: /etc/rt3/ @Attributes = ( { Name => 'Search - My Tickets', Description => '[_1] highest priority tickets I own', # loc Content => { Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', Priority, QueueName, ExtendedStatus", Query => " Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open')", OrderBy => 'Priority', Order => 'DESC' }, }, { Name => 'Search - Unowned Tickets', Description => '[_1] newest unowned tickets', # loc Content => # 'Take' #loc { Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', QueueName, ExtendedStatus, CreatedRelative, '__loc(Take)__/TITLE: ' ", Query => " Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')", OrderBy => 'Created', Order => 'DESC' }, }, { Name => 'HomepageSettings', Description => 'HomepageSettings', Content => { 'body' => # loc [ { type => 'system', name => 'My Tickets' }, { type => 'system', name => 'Unowned Tickets' }, { type => 'component', name => 'QuickCreate'}, ], 'summary' => # loc [ { type => 'component', name => 'MyReminders' }, { type => 'component', name => 'Quicksearch' }, { type => 'component', name => 'RefreshHomepage' }, ] }, } ); -- Klaus Engelmann CCNA - CSCO10971632 From d.hill at yournetplus.com Wed Dec 10 16:30:58 2008 From: d.hill at yournetplus.com (Duane Hill) Date: Wed, 10 Dec 2008 21:30:58 +0000 (UTC) Subject: [rt-users] User_Overlay.pm line 1530 - Warning Message Message-ID: I have a new RT v3.8.1 I'm setting up on FreeBSD 7.0. I'm seeing a number of log lines in the Apache log as: [Wed Dec 10 20:07:58 2008] [warning]: Use of uninitialized value in numeric eq (==) at /usr/local/rt3/bin/../lib/RT/User_Overlay.pm line 1530, line 1662. (/usr/local/rt3/bin/../lib/RT/User_Overlay.pm:1530) The list archive didn't turn much up just doing a search on 'User_Overlay'. Nor did a Google search show anything relevant. Do I need to be concerned with the warning? So far I haven't noticed any issues. Then again, I haven't done hardly anything with the install yet. -d From curtisb at vianet.ca Wed Dec 10 16:43:48 2008 From: curtisb at vianet.ca (Curtis Bruneau) Date: Wed, 10 Dec 2008 16:43:48 -0500 Subject: [rt-users] User_Overlay.pm line 1530 - Warning Message In-Reply-To: References: Message-ID: <49403814.4050805@vianet.ca> That's your typical perl warning for using undef values, in a condition check or whatever. There's ways to get around them while coding by checking defined first but you can basically ignore them. Duane Hill wrote: > I have a new RT v3.8.1 I'm setting up on FreeBSD 7.0. I'm seeing a number > of log lines in the Apache log as: > > [Wed Dec 10 20:07:58 2008] [warning]: Use of uninitialized value in > numeric eq (==) at /usr/local/rt3/bin/../lib/RT/User_Overlay.pm line 1530, > line 1662. (/usr/local/rt3/bin/../lib/RT/User_Overlay.pm:1530) > > The list archive didn't turn much up just doing a search on > 'User_Overlay'. Nor did a Google search show anything relevant. > > Do I need to be concerned with the warning? So far I haven't noticed any > issues. Then again, I haven't done hardly anything with the install yet. > > -d > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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.e.thomson at gmail.com Wed Dec 10 17:08:19 2008 From: scott.e.thomson at gmail.com (Scott Thomson) Date: Wed, 10 Dec 2008 17:08:19 -0500 Subject: [rt-users] Search Page intermittently fails? Message-ID: <416494190812101408t79e33ddeic2fca29d927bdf38@mail.gmail.com> Hey Folks, So for some reason my search page fails intermittently, if I click on "tickets" I get: Can't use string ("AND") as a HASH ref while "strict refs" in use at /opt/rt3/bin/../lib/RT/Interface/Web/QueryBuilder/Tree.pm line 209. If I click on search builder, I can search and build searches. I tried reinstalling Tree::Simple via CPAN per the wiki ( http://wiki.bestpractical.com/view/TroubleShooting) which didn't seem to help. I also reinstalled it from source using version 1.14 which also didn't help. Any ideas? I do see this in my rt-error_log, I looked up those errors and didn't see anything in the list archives or the wiki. [Wed Dec 10 17:00:01 2008] [error] [client 10.180.139.13] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0xa711430)', 'CGI::Fast=HASH(0xb3ae730)') called at /opt/rt3/bin/mason_handler.fcgi line 79 [Wed Dec 10 17:00:01 2008] [error] [client 10.180.139.13] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /opt/rt3/bin/mason_handler.fcgi line 79 [Wed Dec 10 17:02:30 2008] [error] [client 10.180.139.21] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Wed Dec 10 22:02:30 2008] [info]: Successful login for scott from 10.180.139.21(/opt/rt3/share/html/autohandler:197), referer: http://rt.uua.org/ [Wed Dec 10 17:02:47 2008] [error] [client 10.180.139.21] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Wed Dec 10 22:02:46 2008] [info]: Successful login for scott from 10.180.139.21(/opt/rt3/share/html/autohandler:197), referer: http://rt.uua.org/index.html?HomeRefreshInterval=600 Cheers, Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From MJames at stonebridgebank.com Wed Dec 10 17:35:36 2008 From: MJames at stonebridgebank.com (Michael James) Date: Wed, 10 Dec 2008 17:35:36 -0500 Subject: [rt-users] Installation of 3.8.1 fixdeps Message-ID: <493FFDE9.534D.009D.0@stonebridgebank.com> Hi, I am installing RT 3.8.1 on a fresh build of SLES10 SP2. I ran into an issue with MAILGATE dependencies when I ran 'make fixdeps' HTML::Tree was MISSING and wouldn't install (bad make test), so I ended up forcing the HTML::Tree installation to get it finished. I searched the archives but didn't see this problem discussed, so I thought I'd mention it in case anyone else was seeing the same problem. (PETEK/HTML-Tree-3.23.tar.gz was the module trying to install) Just do this: rt-host:~/rt-3.8.1 # cpan -MCPAN -e shell cpan> force install HTML::Tree The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From pthirose at ucdavis.edu Wed Dec 10 18:20:02 2008 From: pthirose at ucdavis.edu (Paul Hirose) Date: Wed, 10 Dec 2008 15:20:02 -0800 (PST) Subject: [rt-users] RTFM make test fails: requires 3.8 to run tests Message-ID: Installed RT381, appears to work fine. Now installing RTFM240. I did perl Makefile.PL and it was ok. I then wanted to do the test (before the install) and did: RT_DBA_USER=user RT_DBA_PASSWORD=password PERL5LIB=/opt/rt3/lib make test with my username/password for the MySQL database system. Upon doing so, I get PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/00smoke.t t/04interface.t t/05cfsearch.t t/2basic_api.t t/3upload-customfields.t t/Article_Overlay.pm.t t/ArticleCollection_Overlay.pm.t t/Class_Overlay.pm.t t/URI_a.t t/URI_fsck_com_rtfm.t t/00smoke.........................skipped: requires 3.8 to run tests. You may need to set PERL5LIB=/path/to/rt/lib ... t/URI_fsck_com_rtfm...............skipped: requires 3.8 to run tests. You may need to set PERL5LIB=/path/to/rt/lib Files=10, Tests=0, 22 wallclock secs ( 0.14 usr 0.15 sys + 18.32 cusr 2.83 csys = 21.44 CPU) Result: NOTESTS I tried looking in t/lib/RT/FM/Test.pm which led me to /opt/rt3/lib/RT/Test.pm but I confess, I'm not sure what I'm looking at. At least nothing obvious jumped out at me :) I just like to always make sure a typical "make test" works. :) PH -- 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 d.hill at yournetplus.com Wed Dec 10 18:57:19 2008 From: d.hill at yournetplus.com (Duane Hill) Date: Wed, 10 Dec 2008 23:57:19 +0000 (UTC) Subject: [rt-users] User_Overlay.pm line 1530 - Warning Message In-Reply-To: <49403814.4050805@vianet.ca> References: <49403814.4050805@vianet.ca> Message-ID: >> Duane Hill wrote: >> >> I have a new RT v3.8.1 I'm setting up on FreeBSD 7.0. I'm seeing a number >> of log lines in the Apache log as: >> >> [Wed Dec 10 20:07:58 2008] [warning]: Use of uninitialized value in numeric >> eq (==) at /usr/local/rt3/bin/../lib/RT/User_Overlay.pm line 1530, >> line 1662. (/usr/local/rt3/bin/../lib/RT/User_Overlay.pm:1530) >> >> The list archive didn't turn much up just doing a search on 'User_Overlay'. >> Nor did a Google search show anything relevant. >> >> Do I need to be concerned with the warning? So far I haven't noticed any >> issues. Then again, I haven't done hardly anything with the install yet. > Curtis Bruneau wrote: > > That's your typical perl warning for using undef values, in a condition check > or whatever. There's ways to get around them while coding by checking defined > first but you can basically ignore them. Thanks for the clarification. From mike.peachey at jennic.com Thu Dec 11 05:23:45 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 11 Dec 2008 10:23:45 +0000 Subject: [rt-users] Issue with RT 3.8.1 and Active Directory authentication In-Reply-To: <893823750812081453l5b50ceefw6aa97a54fcaf5055@mail.gmail.com> References: <4939781B.5010209@al.rs.gov.br> <493D6B05.2070806@al.rs.gov.br> <893823750812081453l5b50ceefw6aa97a54fcaf5055@mail.gmail.com> Message-ID: <4940EA31.1000802@jennic.com> Bryan McLellan wrote: > On Mon, Dec 8, 2008 at 10:44 AM, Elton S. Fenner > > wrote: > > I can login but get this message in browser: > *Can't call method "as_string" on an undefined value at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > line 97, line 514. * > > > This looks like it's the section of code checking the group. > > > * 'group' => 'DSI_Rede_Usu', > 'group_attr' => '',* Either comment both out or use both. If group is set, group_attr MUST be set or you end up with broken code trying to build an LDAP filter. -- 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 kosmo at netcologne.de Thu Dec 11 05:30:38 2008 From: kosmo at netcologne.de (=?ISO-8859-15?Q?Andr=E9_Esser?=) Date: Thu, 11 Dec 2008 11:30:38 +0100 Subject: [rt-users] binary attachments corrupt Message-ID: <4940EBCE.1070304@netcologne.de> Hi there, we moved our old RT installation to a new server. old installation: - Debian 4.0 - rt-3.4.2 - MySQL 5.0 Instead of copying the old binaries to the new server and upgrading them we made a fresh installation of the binaries (rt-3.8.1) on the new server (Debian 4.0; MySQL 5.0). After the upgrade, I had the problems described in UPGRADING.mysql: - multiple login requests - corrupt binaries We fixed the login problems. Do I have to apply mysql 4.0->4.1 schema changes to make the binaries work properly, although the old rt installation was working with MySQL 5.0? I also read about changing the type in the Database: > ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; (http://www.gossamer-threads.com/lists/rt/users/58098#58098) How can I fix this problem? Thanks, Andr? -- Andr? Esser From elton.fenner at al.rs.gov.br Thu Dec 11 07:22:47 2008 From: elton.fenner at al.rs.gov.br (Elton S. Fenner) Date: Thu, 11 Dec 2008 10:22:47 -0200 Subject: [rt-users] Issue with RT 3.8.1 and Active Directory authentication In-Reply-To: <4940EA31.1000802@jennic.com> References: <4939781B.5010209@al.rs.gov.br> <493D6B05.2070806@al.rs.gov.br> <893823750812081453l5b50ceefw6aa97a54fcaf5055@mail.gmail.com> <4940EA31.1000802@jennic.com> Message-ID: <49410617.6020700@al.rs.gov.br> An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: RT_SiteConfig.pm URL: From alexyoung at scoutsolutions.co.uk Thu Dec 11 08:23:08 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Thu, 11 Dec 2008 13:23:08 -0000 Subject: [rt-users] FriendlyFromLineFormat In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64C5E3F6@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E64C5E3F6@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64C5E4A0@s-wor-e-001.SCOUTSOFFICE.local> I found a solution to this. I copied the default Correspondence template and added From: "Friendly Name Here" on the second line. Looks like I just need ot do this for each queue as required. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Young Sent: 10 December 2008 16:01 To: RT Users Subject: [rt-users] FriendlyFromLineFormat Hi, I have been looking at the $FriendlyFromLineFormat option. Is there a way to change it per-queue? Some of our queues we don't want the users name to be in it, we just want to use the queue name or queue email address. The problem is, we use RT for two different systems. One for tracking emails from the public, another tracking requests from clients. Clients need to know who has sent them the response, but we don't want to public queues to know who has sent them an email. If it's not possible on a queue basis, can we show just the queue name as the friendly from line? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From nicolas.guiot at risc-group.com Thu Dec 11 09:46:52 2008 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Thu, 11 Dec 2008 15:46:52 +0100 Subject: [rt-users] No default scrip when creating a queue Message-ID: <20081211154652.22346cbc@lapcolas> Hi, I would like to create a queue that doesn't send any email, doesn"t notify anyone... etc. But when I create a new queue, it has automatically the "default scrips" that apply to alll queues. How can I remove them, ONLY for this new queue ? Thanks in advance Nicolas From ruz at bestpractical.com Thu Dec 11 09:49:38 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 11 Dec 2008 17:49:38 +0300 Subject: [rt-users] binary attachments corrupt In-Reply-To: <4940EBCE.1070304@netcologne.de> References: <4940EBCE.1070304@netcologne.de> Message-ID: <589c94400812110649r664a926awfe5cea550bb04a11@mail.gmail.com> On Thu, Dec 11, 2008 at 1:30 PM, Andr? Esser wrote: > Hi there, > > > > we moved our old RT installation to a new server. > old installation: > - Debian 4.0 > - rt-3.4.2 > - MySQL 5.0 > > Instead of copying the old binaries to the new server and upgrading them > we made a fresh installation of the binaries (rt-3.8.1) on the new server (Debian 4.0; > MySQL 5.0). > After the upgrade, I had the problems described in UPGRADING.mysql: > - multiple login requests > - corrupt binaries > > We fixed the login problems. > Do I have to apply mysql 4.0->4.1 schema changes to make the binaries work properly, > although the old rt installation was working with MySQL 5.0? Yes, you MUST. Yes, it was working. > > I also read about changing the type in the Database: >> ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; > (http://www.gossamer-threads.com/lists/rt/users/58098#58098) This query will be part of applying 4.0-4.1 schema change. > > How can I fix this problem? > > > > > Thanks, > Andr? > -- > Andr? Esser > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mirebob at gmail.com Thu Dec 11 11:46:58 2008 From: mirebob at gmail.com (=?ISO-8859-1?Q?R=E9mi?=) Date: Thu, 11 Dec 2008 17:46:58 +0100 Subject: [rt-users] binary attachments corrupt In-Reply-To: <4940EBCE.1070304@netcologne.de> References: <4940EBCE.1070304@netcologne.de> Message-ID: <5a4fb0f70812110846s28dbd6efp8a60301a78618470@mail.gmail.com> > > > After the upgrade, I had the problems described in UPGRADING.mysql: > - multiple login requests > - corrupt binaries > > hi andr? I had the same problem with corrupted attachments after a 3.8.1 upgrade, I solved this problem yesterday by adding the paramater "--default-character-set=binary" when I dump the old database and when I import the dump into the new one. here is the whole upgrade produre i've done : oldserver# mysqldump --default-character-set=binary -u root -p $rtdb> dump.sql newserver# mysql --default-character-set=binary -u root -p $rtdb < dump.sql newserver# rt-setup-database -dba root --prompt-for-dba-password --action upgrade (from 3.6.0 -> 3.8.0) newserver# perl /etc/request-tracker3.8/upgrade/schema.mysql-4.0-4.1.pl$rtdb $rtuser $rtuser_passwd > sql.queries newserver# mysql -u root -p $rtdb< sql.queries newserver# rt-setup-database -dba root --prompt-for-dba-password --action upgrade (from 3.8.0 -> 3.8.1) R?mi -------------- next part -------------- An HTML attachment was scrubbed... URL: From MJames at stonebridgebank.com Thu Dec 11 13:39:51 2008 From: MJames at stonebridgebank.com (Michael James) Date: Thu, 11 Dec 2008 13:39:51 -0500 Subject: [rt-users] error starting apache2 Message-ID: <49411828.534D.009D.0@stonebridgebank.com> SLES 10 SP2 fresh build RT 3.8.1 downloaded from BestPractical yesterday. After installing RT, I brought an existing RT_SiteConfig.pm file over from another server running RT 3.6.6. Apache2 fails to start with the following errors in /var/log/apache2/error_log: [Thu Dec 11 13:34:09 2008] [error] Couldn't load RT config file RT_SiteConfig.pm:\n\nType of arg 1 to RT::Set must be one of [$@%] (not scalar assignment) at /opt/rt3/etc/RT_SiteConfig.pm line 43, near """)"\nCompilation failed in require at /opt/rt3/bin/../lib/RT/Config.pm line 410.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 101.\nCompilation failed in require at (eval 7) line 1.\n [Thu Dec 11 13:34:09 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server tracker3.stonebridgebank.com:0, exiting... Line 43 of RT_SiteConfig.pm is Set($WebPath = ""); which looks perfectly OK to me. Any ideas? Thanks, Mike The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From ruz at bestpractical.com Thu Dec 11 13:55:59 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 11 Dec 2008 21:55:59 +0300 Subject: [rt-users] error starting apache2 In-Reply-To: <49411828.534D.009D.0@stonebridgebank.com> References: <49411828.534D.009D.0@stonebridgebank.com> Message-ID: <589c94400812111055h5889ff9at8c3f953670cb178a@mail.gmail.com> Set($WebPath, ""); On Thu, Dec 11, 2008 at 9:39 PM, Michael James wrote: > SLES 10 SP2 fresh build > RT 3.8.1 downloaded from BestPractical yesterday. > > After installing RT, I brought an existing RT_SiteConfig.pm file over from another server running RT 3.6.6. > > Apache2 fails to start with the following errors in /var/log/apache2/error_log: > > [Thu Dec 11 13:34:09 2008] [error] Couldn't load RT config file RT_SiteConfig.pm:\n\nType of arg 1 to RT::Set must be one of [$@%] (not scalar assignment) at /opt/rt3/etc/RT_SiteConfig.pm line 43, near """)"\nCompilation failed in require at /opt/rt3/bin/../lib/RT/Config.pm line 410.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 101.\nCompilation failed in require at (eval 7) line 1.\n > > [Thu Dec 11 13:34:09 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server tracker3.stonebridgebank.com:0, exiting... > > Line 43 of RT_SiteConfig.pm is Set($WebPath = ""); which looks perfectly OK to me. > > Any ideas? > > Thanks, Mike > > > The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From racke at linuxia.de Thu Dec 11 14:07:00 2008 From: racke at linuxia.de (Stefan Hornburg (Racke)) Date: Thu, 11 Dec 2008 20:07:00 +0100 Subject: [rt-users] error starting apache2 In-Reply-To: <49411828.534D.009D.0@stonebridgebank.com> References: <49411828.534D.009D.0@stonebridgebank.com> Message-ID: <494164D4.1030703@linuxia.de> Michael James wrote: > SLES 10 SP2 fresh build > RT 3.8.1 downloaded from BestPractical yesterday. > > After installing RT, I brought an existing RT_SiteConfig.pm file over from another server running RT 3.6.6. > > Apache2 fails to start with the following errors in /var/log/apache2/error_log: > > [Thu Dec 11 13:34:09 2008] [error] Couldn't load RT config file RT_SiteConfig.pm:\n\nType of arg 1 to RT::Set must be one of [$@%] (not scalar assignment) at /opt/rt3/etc/RT_SiteConfig.pm line 43, near """)"\nCompilation failed in require at /opt/rt3/bin/../lib/RT/Config.pm line 410.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 101.\nCompilation failed in require at (eval 7) line 1.\n > > [Thu Dec 11 13:34:09 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server tracker3.stonebridgebank.com:0, exiting... > > Line 43 of RT_SiteConfig.pm is Set($WebPath = ""); which looks perfectly OK to me. > > Any ideas? > Set($WebPath, ''); Regards Racke -- LinuXia Systems => http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP => http://www.icdevgroup.org/ Interchange Development Team From MJames at stonebridgebank.com Thu Dec 11 14:13:01 2008 From: MJames at stonebridgebank.com (Michael James) Date: Thu, 11 Dec 2008 14:13:01 -0500 Subject: [rt-users] error starting apache2 In-Reply-To: <589c94400812111055h5889ff9at8c3f953670cb178a@mail.gmail.com> References: <49411828.534D.009D.0@stonebridgebank.com> <589c94400812111055h5889ff9at8c3f953670cb178a@mail.gmail.com> Message-ID: <49411FEE.534D.009D.0@stonebridgebank.com> thx! Weird, I've been using the wrong syntax for awhile. It didn't cause errors in the past. Mike >>> "Ruslan Zakirov" 12/11/2008 1:55 PM >>> Set($WebPath, ""); On Thu, Dec 11, 2008 at 9:39 PM, Michael James wrote: > SLES 10 SP2 fresh build > RT 3.8.1 downloaded from BestPractical yesterday. > > After installing RT, I brought an existing RT_SiteConfig.pm file over from another server running RT 3.6.6. > > Apache2 fails to start with the following errors in /var/log/apache2/error_log: > > [Thu Dec 11 13:34:09 2008] [error] Couldn't load RT config file RT_SiteConfig.pm:\n\nType of arg 1 to RT::Set must be one of [$@%] (not scalar assignment) at /opt/rt3/etc/RT_SiteConfig.pm line 43, near """)"\nCompilation failed in require at /opt/rt3/bin/../lib/RT/Config.pm line 410.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 101.\nCompilation failed in require at (eval 7) line 1.\n > > [Thu Dec 11 13:34:09 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server tracker3.stonebridgebank.com:0, exiting... > > Line 43 of RT_SiteConfig.pm is Set($WebPath = ""); which looks perfectly OK to me. > > Any ideas? > > Thanks, Mike > > > The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From Bill.Morton at ncmail.net Thu Dec 11 14:26:12 2008 From: Bill.Morton at ncmail.net (Bill Morton) Date: Thu, 11 Dec 2008 14:26:12 -0500 Subject: [rt-users] Auto populate requesters field Message-ID: <49416954.6070404@ncmail.net> Is there an way to configure RT to Auto populate the requesters field in a ticket by typing the first few characters in this field, based on information in the MYSQL database?? Thanks, Bill Morton From brendon at brendon.com Thu Dec 11 16:01:13 2008 From: brendon at brendon.com (Brendon Baumgartner) Date: Thu, 11 Dec 2008 13:01:13 -0800 (PST) Subject: [rt-users] Continuous 500 errors In-Reply-To: <1224271553.6055.41.camel@snowcrash.liquidweb.com> References: <1223664877.12080.16.camel@snowcrash.liquidweb.com> <48EFAB61.1090805@vianet.ca> <1223667921.12080.23.camel@snowcrash.liquidweb.com> <1224261067.6055.18.camel@snowcrash.liquidweb.com> <48F8DFE1.5030105@ucrwcu.rwc.uc.edu> <1224271553.6055.41.camel@snowcrash.liquidweb.com> Message-ID: <4331.67.155.108.2.1229029273.squirrel@webmail.brendon.com> On Fri, October 17, 2008 11:25 am, scollins wrote: > Yes, I had already tried re-installing Text::Quoted as I had been > searching for an answer in the user list long before posting to it. Seems > there are a lot of similar issues but nothing exactly like mine. It's > either my system or the RT version I'm using (3.8.1) and it's not easy to > eliminate either of these on a production system just for trouble shooting > :( > > -steven I'm also having this issue with 3.8.1. I usually notice it when calling RT with rt-mailgate. My procmail logs have the random error "500 Internal Server Error" I just noticed it today that some emails have been getting lost! -- _BB > > On Fri, 2008-10-17 at 14:56 -0400, Drew Barnes wrote: > >> Try searching list archives for segmentation faults: >> http://www.gossamer-threads.com/lists/engine?list=rt;do=search_results;s >> earch_forum=forum_3;search_string=segmentation%20fault;search_type=AND& >> sb=post_time >> >> Could also be Text::Quoted needs re-install. I also see some mysql >> possibilities in there. >> >> Good luck. >> >> >> >> scollins wrote: >>> This is getting very frustrating. I've completely re-installed a >>> fresh RT and database following the instructions at >>> http://wiki.bestpractical.com/view/RHEL4InstallGuide exactly. The only >>> exception is I'm using Module::Build 0.30 from cpan instead of the >>> old perl-Module-Build-0.2612-1.rhel4.noarch.rpm listed in the wiki. >>> All >>> other perl modules and rpms are consistant with the install guide. >>> >>> I am still seeing 500 errors randomly while navigating the RT >>> insterface: >>> >>> >>> [Fri Oct 17 11:57:43 2008] [error] [client myIP] FastCGI: incomplete >>> headers (0 bytes) received from server >>> "/opt/rt3/bin/mason_handler.fcgi", referer: >>> http://rt.mydomain.com/index.html >>> [Fri Oct 17 11:57:43 2008] [warn] FastCGI: server >>> "/opt/rt3/bin/mason_handler.fcgi" (pid 18996) terminated due to >>> uncaught signal '11' (Segmentation fault) [Fri Oct 17 11:57:45 2008] >>> [warn] FastCGI: server >>> "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 19036) >>> >>> >>> >>> I also set Set($LogStackTraces , 'debug'); in the RT_SiteConfig.pm >>> file but that does not seem to have yielded any usefull information >>> regarding the segfaults. I really need some help with this. RT is >>> completely unusable for me at this point. >>> >>> >>> -steven From ruz at bestpractical.com Thu Dec 11 16:56:26 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 12 Dec 2008 00:56:26 +0300 Subject: [rt-users] Continuous 500 errors In-Reply-To: <4331.67.155.108.2.1229029273.squirrel@webmail.brendon.com> References: <1223664877.12080.16.camel@snowcrash.liquidweb.com> <48EFAB61.1090805@vianet.ca> <1223667921.12080.23.camel@snowcrash.liquidweb.com> <1224261067.6055.18.camel@snowcrash.liquidweb.com> <48F8DFE1.5030105@ucrwcu.rwc.uc.edu> <1224271553.6055.41.camel@snowcrash.liquidweb.com> <4331.67.155.108.2.1229029273.squirrel@webmail.brendon.com> Message-ID: <589c94400812111356y5ec08141wbc54f8b290aeb6f9@mail.gmail.com> Are you upgraded from earlier versions? Are you on mysql? If both answers are 'yes' then you didn't read UPGRADING.mysql. I'm 75% sure it's the reason. On Fri, Dec 12, 2008 at 12:01 AM, Brendon Baumgartner wrote: > On Fri, October 17, 2008 11:25 am, scollins wrote: >> Yes, I had already tried re-installing Text::Quoted as I had been >> searching for an answer in the user list long before posting to it. Seems >> there are a lot of similar issues but nothing exactly like mine. It's >> either my system or the RT version I'm using (3.8.1) and it's not easy to >> eliminate either of these on a production system just for trouble shooting >> :( >> >> -steven > > I'm also having this issue with 3.8.1. I usually notice it when calling RT > with rt-mailgate. My procmail logs have the random error "500 Internal > Server Error" > > I just noticed it today that some emails have been getting lost! > -- > _BB > > >> >> On Fri, 2008-10-17 at 14:56 -0400, Drew Barnes wrote: >> >>> Try searching list archives for segmentation faults: >>> http://www.gossamer-threads.com/lists/engine?list=rt;do=search_results;s >>> earch_forum=forum_3;search_string=segmentation%20fault;search_type=AND& >>> sb=post_time >>> >>> Could also be Text::Quoted needs re-install. I also see some mysql >>> possibilities in there. >>> >>> Good luck. >>> >>> >>> >>> scollins wrote: >>>> This is getting very frustrating. I've completely re-installed a >>>> fresh RT and database following the instructions at >>>> http://wiki.bestpractical.com/view/RHEL4InstallGuide exactly. The only >>>> exception is I'm using Module::Build 0.30 from cpan instead of the >>>> old perl-Module-Build-0.2612-1.rhel4.noarch.rpm listed in the wiki. >>>> All >>>> other perl modules and rpms are consistant with the install guide. >>>> >>>> I am still seeing 500 errors randomly while navigating the RT >>>> insterface: >>>> >>>> >>>> [Fri Oct 17 11:57:43 2008] [error] [client myIP] FastCGI: incomplete >>>> headers (0 bytes) received from server >>>> "/opt/rt3/bin/mason_handler.fcgi", referer: >>>> http://rt.mydomain.com/index.html >>>> [Fri Oct 17 11:57:43 2008] [warn] FastCGI: server >>>> "/opt/rt3/bin/mason_handler.fcgi" (pid 18996) terminated due to >>>> uncaught signal '11' (Segmentation fault) [Fri Oct 17 11:57:45 2008] >>>> [warn] FastCGI: server >>>> "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 19036) >>>> >>>> >>>> >>>> I also set Set($LogStackTraces , 'debug'); in the RT_SiteConfig.pm >>>> file but that does not seem to have yielded any usefull information >>>> regarding the segfaults. I really need some help with this. RT is >>>> completely unusable for me at this point. >>>> >>>> >>>> -steven > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 brendon at brendon.com Thu Dec 11 20:53:58 2008 From: brendon at brendon.com (Brendon) Date: Thu, 11 Dec 2008 17:53:58 -0800 Subject: [rt-users] Continuous 500 errors In-Reply-To: <589c94400812111356y5ec08141wbc54f8b290aeb6f9@mail.gmail.com> References: <1223664877.12080.16.camel@snowcrash.liquidweb.com> <48EFAB61.1090805@vianet.ca> <1223667921.12080.23.camel@snowcrash.liquidweb.com> <1224261067.6055.18.camel@snowcrash.liquidweb.com> <48F8DFE1.5030105@ucrwcu.rwc.uc.edu> <1224271553.6055.41.camel@snowcrash.liquidweb.com> <4331.67.155.108.2.1229029273.squirrel@webmail.brendon.com> <589c94400812111356y5ec08141wbc54f8b290aeb6f9@mail.gmail.com> Message-ID: <4941C436.8030604@brendon.com> Yes. I upgraded from 3.6.x and am on mysql. I did read UPGRADING.mysql a few weeks ago when I did the upgrade and was very careful. I just went through and compared a vanilla schema to mine. There were some differences, but nothing I thought was major. I also updated one perl package that I read might be related to this error. Thanks. Fingers crossed! Ruslan Zakirov wrote: > Are you upgraded from earlier versions? Are you on mysql? If both > answers are 'yes' then you didn't read UPGRADING.mysql. I'm 75% sure > it's the reason. > > On Fri, Dec 12, 2008 at 12:01 AM, Brendon Baumgartner > wrote: > >> On Fri, October 17, 2008 11:25 am, scollins wrote: >> >>> Yes, I had already tried re-installing Text::Quoted as I had been >>> searching for an answer in the user list long before posting to it. Seems >>> there are a lot of similar issues but nothing exactly like mine. It's >>> either my system or the RT version I'm using (3.8.1) and it's not easy to >>> eliminate either of these on a production system just for trouble shooting >>> :( >>> >>> -steven >>> >> I'm also having this issue with 3.8.1. I usually notice it when calling RT >> with rt-mailgate. My procmail logs have the random error "500 Internal >> Server Error" >> >> I just noticed it today that some emails have been getting lost! >> -- >> _BB >> >> >> >>> On Fri, 2008-10-17 at 14:56 -0400, Drew Barnes wrote: >>> >>> >>>> Try searching list archives for segmentation faults: >>>> http://www.gossamer-threads.com/lists/engine?list=rt;do=search_results;s >>>> earch_forum=forum_3;search_string=segmentation%20fault;search_type=AND& >>>> sb=post_time >>>> >>>> Could also be Text::Quoted needs re-install. I also see some mysql >>>> possibilities in there. >>>> >>>> Good luck. >>>> >>>> >>>> >>>> scollins wrote: >>>> >>>>> This is getting very frustrating. I've completely re-installed a >>>>> fresh RT and database following the instructions at >>>>> http://wiki.bestpractical.com/view/RHEL4InstallGuide exactly. The only >>>>> exception is I'm using Module::Build 0.30 from cpan instead of the >>>>> old perl-Module-Build-0.2612-1.rhel4.noarch.rpm listed in the wiki. >>>>> All >>>>> other perl modules and rpms are consistant with the install guide. >>>>> >>>>> I am still seeing 500 errors randomly while navigating the RT >>>>> insterface: >>>>> >>>>> >>>>> [Fri Oct 17 11:57:43 2008] [error] [client myIP] FastCGI: incomplete >>>>> headers (0 bytes) received from server >>>>> "/opt/rt3/bin/mason_handler.fcgi", referer: >>>>> http://rt.mydomain.com/index.html >>>>> [Fri Oct 17 11:57:43 2008] [warn] FastCGI: server >>>>> "/opt/rt3/bin/mason_handler.fcgi" (pid 18996) terminated due to >>>>> uncaught signal '11' (Segmentation fault) [Fri Oct 17 11:57:45 2008] >>>>> [warn] FastCGI: server >>>>> "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 19036) >>>>> >>>>> >>>>> >>>>> I also set Set($LogStackTraces , 'debug'); in the RT_SiteConfig.pm >>>>> file but that does not seem to have yielded any usefull information >>>>> regarding the segfaults. I really need some help with this. RT is >>>>> completely unusable for me at this point. >>>>> >>>>> >>>>> -steven >>>>> From bezruk at gmail.com Fri Dec 12 05:34:51 2008 From: bezruk at gmail.com (Konstantin N. Bezruchenko) Date: Fri, 12 Dec 2008 12:34:51 +0200 Subject: [rt-users] RSS is not working Message-ID: <2070cf420812120234p6467143dne12f86ad8f401b60@mail.gmail.com> Hi all, Anyone have RSS export working on 3.6.x? Every time i try to read RSS i got something like this: "The feed could not be loaded because the content is not in a known feed format." I have following versions of modules: p5-XML-RSS-1.37 XML-Parser-2.34 From samuli.vainio at citec.fi Fri Dec 12 07:58:12 2008 From: samuli.vainio at citec.fi (Samuli Vainio) Date: Fri, 12 Dec 2008 14:58:12 +0200 Subject: [rt-users] Cannot find the current requestor from the database Message-ID: Hi, I'm trying to fetch some values from the RT database. Everything else has succeeded, but I'm having troubles with the following scenario: User is about to create a new ticket. He changes the requestor field value from his own email address to someone else's. A new ticket is created. Normally a new transaction is logged as follows when adding a new requestor: +---------+----------+-----------+------------+-----------+----------+----- -----+------+---------+---------------------+------------+---------------+-- ------------+--------------+ | id | ObjectId | TimeTaken | Type | Field | OldValue | NewValue | Data | Creator | Created | ObjectType | ReferenceType | OldReference | NewReference | +---------+----------+-----------+------------+-----------+----------+------ ----+------+---------+---------------------+------------+---------------+--- -----------+--------------+ | 1559154 | 99020 | 0 | AddWatcher | Requestor | NULL | 443887 | NULL | 386559 | 2008-12-12 11:53:25 | RT::Ticket | NULL | NULL | NULL | +---------+----------+-----------+------------+-----------+----------+------ ----+------+---------+---------------------+------------+---------------+--- -----------+--------------+ But in that case (when creating the ticket) no such record is made. So, the question is: where to find the current requestor value in those cases? I've browsed through Transactions, Tickets etc. tables without success. RT seems to be able to find it, so it must be somewhere.. :) Your help is much appriciated. Best regards, Samuli Vainio From stefan at creativitypool.com Fri Dec 12 14:01:53 2008 From: stefan at creativitypool.com (yosmc) Date: Fri, 12 Dec 2008 11:01:53 -0800 (PST) Subject: [rt-users] Emailing (=contacting users) via RT? Message-ID: <20981576.post@talk.nabble.com> I feel silly for asking this question, but I've searched the Net and the RT wiki and just couldn't find the answer. Basically I wanted to use RT to actively contact a user. Makes perfect sense, because on occasion it's not users reporting problems or bugs, but support wanting to contact users to notify them of something they have observed. Only, for the life of me I just can't get it done! When I create a ticket, it's basically treated as an *incoming* message towards the queue. And I can cc: the person whom I want to contact, but that doesn't look good at all. So in a nutshell do I have to operate an MTA alongside RT to be able to contact users of the system? And if I do, how can I cleanly integrate that into an RT helpdesk thread? Because if the outgoing message doesn't have any RT tags, the system will thing the reply is a help request and sent out an auto-reply ("thanks for creating a ticket" and all that jazz). I'm really somewhat confused by now and wondering what I may have overlooked. Any help would be greatly appreciated! Thanks, Stefan -- View this message in context: http://www.nabble.com/Emailing-%28%3Dcontacting-users%29-via-RT--tp20981576p20981576.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bobg at uic.edu Fri Dec 12 16:46:33 2008 From: bobg at uic.edu (Bob Goldstein) Date: Fri, 12 Dec 2008 15:46:33 -0600 Subject: [rt-users] Emailing (=contacting users) via RT? In-Reply-To: Your message of "Fri, 12 Dec 2008 11:01:53 PST." <20981576.post@talk.nabble.com> Message-ID: <200812122146.mBCLkXtn019572@remora.cc.uic.edu> I might have an analogous situtation. Our security team might find a machine they have to filter off the network. They can lookup the net admin for that department, and they want to create an RT ticket with that admin as CC, so they can record the subsequent interactions. They want all email to go through RT, so they don't want the initial email to go directly to the admin. They want the initial mail to go ONLY to RT, but they want RT to THINK the admin was cc'ed on the email. As it turned out for an unrelated reason, we run procmail ahead of RT, and we have a procmail rule that changes headers like this: Comments: cc: bobg at abc.com to this: cc: bobg at abc.com So, the security team sends off an email like this: To: rt-queue at abc.com From: security at abc.com Comments: Cc: netadmin at abc.com The admin gets only a single piece of mail, from RT. And when he replies, it goes back to RT. bobg > >I feel silly for asking this question, but I've searched the Net and the RT >wiki and just couldn't find the answer. > >Basically I wanted to use RT to actively contact a user. Makes perfect >sense, because on occasion it's not users reporting problems or bugs, but >support wanting to contact users to notify them of something they have >observed. Only, for the life of me I just can't get it done! When I create a >ticket, it's basically treated as an *incoming* message towards the queue. >And I can cc: the person whom I want to contact, but that doesn't look good >at all. > >So in a nutshell do I have to operate an MTA alongside RT to be able to >contact users of the system? And if I do, how can I cleanly integrate that >into an RT helpdesk thread? Because if the outgoing message doesn't have any >RT tags, the system will thing the reply is a help request and sent out an >auto-reply ("thanks for creating a ticket" and all that jazz). I'm really >somewhat confused by now and wondering what I may have overlooked. Any help >would be greatly appreciated! > >Thanks, >Stefan >-- >View this message in context: http://www.nabble.com/Emailing-%28%3Dcontacting- >users%29-via-RT--tp20981576p20981576.html >Sent from the Request Tracker - User mailing list archive at Nabble.com. > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > From Munsch at phillycarshare.org Fri Dec 12 17:51:55 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Fri, 12 Dec 2008 17:51:55 -0500 Subject: [rt-users] Notify on Resolve with Exceptions Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18DDDCF7@pcsexch.phillycarshare.loc> Hello list, I'm using this my @exceptionList = ('robot at system1.org', 'android at system2.net'); my $newStatus = $self->TicketObj->Status; my $ticketRequestor = lc($self->TicketObj->RequestorAddresses); if ($newStatus eq 'resolved') { return if grep { $ticketRequestor eq lc($_) } @exceptionList; return 1; } return; to exclude automated systems from replies when tickets are resolved. It's a slight mod of the "Autoreply on create with exceptions" action I found. It seems to work, with one minor hiccup: For the Action dropdown, I have "Notify Requestors, CCs and AdminCCs" selected - NOT the "as comment" option. However, when I hit Resolve on a ticket and get to the the text box for final resolution notes, I notice it defaults to "Update Type: Comment (not sent to requestors)." Am I mashing two things together here? Where can I change that Update Type default, but still keep the exception check? Thanks, ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From cwfox at us.fujitsu.com Fri Dec 12 20:06:21 2008 From: cwfox at us.fujitsu.com (Camron W. Fox) Date: Fri, 12 Dec 2008 15:06:21 -1000 Subject: [rt-users] RT3.8.1 Perl Overwrites? Message-ID: <49430A8D.6040603@us.fujitsu.com> Alle, We have a CentOS5.2 (x86_64) installation with Perl v5.8.8. We'd like to install RT 3.8.1. Is there anyway to get around overwriting the default perl module installations like: CORE missing dependencies: File::Temp >= 0.18...MISSING File::Temp version 0.18 required--this is only version 0.16 Encode >= 2.13...MISSING Encode version 2.13 required--this is only version 2.12 FASTCGI missing dependencies: CGI >= 3.38...MISSING CGI version 3.38 required--this is only version 3.15 [root at hiloii ~]# rpm -q -f /usr/lib/perl5/5.8.8/File/Temp.pm perl-5.8.8-15.el5_2.1.x86_64 [root at hiloii ~]# rpm -q -f /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm perl-5.8.8-15.el5_2.1.x86_64 [root at hiloii ~]# rpm -q -f /usr/lib/perl5/5.8.8/CGI.pm perl-5.8.8-15.el5_2.1.x86_64 [root at hiloii ~]# Also, are the any RPMs for HTML::RewriteAttributes or Data::ICal, or newer versions for Mason or MIME? Best Regards, Camron -- Camron W. Fox Hilo Office High Performance Computing Group Fujitsu Management Services of America, Inc. E-mail: cwfox at us.fujitsu.com From cslye at calweb.com Sat Dec 13 15:09:29 2008 From: cslye at calweb.com (Cameron Slye) Date: Sat, 13 Dec 2008 12:09:29 -0800 Subject: [rt-users] RTFM as web knowledgebase Message-ID: Has anyone made some pages that will use RTFM content as a publicly accessible knowledge base. I know you can do this with self service, but it requires a login of some sort. We do not have self service setup for our customers, for user interaction we do everything via email. But I would like to have a webpage that list a bunch of articles as a knowledge base. Any ideas? (RT3.8.1 and RTFM2.4.0) From johns776 at att.net Sat Dec 13 16:27:43 2008 From: johns776 at att.net (Michael Johnson) Date: Sat, 13 Dec 2008 16:27:43 -0500 Subject: [rt-users] Emailing (=contacting users) via RT? In-Reply-To: References: Message-ID: <20081213212743.GA15440@sarge> > From: yosmc > Subject: [rt-users] Emailing (=contacting users) via RT? > To: rt-users at lists.bestpractical.com > Message-ID: <20981576.post at talk.nabble.com> > Content-Type: text/plain; charset=us-ascii > ... > > So in a nutshell do I have to operate an MTA alongside RT to be able to > contact users of the system? And if I do, how can I cleanly integrate that > into an RT helpdesk thread? Because if the outgoing message doesn't have any > RT tags, the system will thing the reply is a help request and sent out an > auto-reply ("thanks for creating a ticket" and all that jazz). I'm really > somewhat confused by now and wondering what I may have overlooked. Any help > would be greatly appreciated! > > Thanks, > Stefan We just use a queue "outgoing" with a custom Autoreply template that looks like this: Name: Autoreply Content: Subject: {$Ticket->Subject} {$Transaction->Content()} p.s. I'm responding to the digest, I don't know if I'm doing this right. Just let me know if not. -- Thanks, Michael From kyim at onyx-pharm.com Sat Dec 13 20:22:57 2008 From: kyim at onyx-pharm.com (Kiyomi Yim) Date: Sat, 13 Dec 2008 17:22:57 -0800 Subject: [rt-users] Additional text problem In-Reply-To: References: Message-ID: Now the same user has had the system add spaces in odd places to her submission done with the web interface and it cut off the message: Don't worry a b out the open edit for 14-02 5-0006, I am goin g to perfor m the override now s Does anyone have any suggestions on how I could troubleshoot? This and the other error are random and I haven't been able to reproduce. I've watched her copy and paste several paragraphs of text into the form and it works fine. She's just typing directly in the web interface when these errors occur -- she isn't copying and pasting from Word or any other program. Has anyone else had any text issues like this? We're running 3.8.0 Thanks, Kiyomi ________________________________ From: Kiyomi Yim Sent: Monday, December 08, 2008 10:57 AM To: 'rt-users at lists.bestpractical.com' Subject: Message length limitation? Hi, I had a user respond to a ticket via the web interface but all the system captured was her pre-populated signature block. The message itself wasn't recorded. I stood at her desk while she showed me exactly what she had done and of course it worked perfectly. Any suggestions how I should troubleshoot? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From LandyBible at thecrosbygroup.com Sun Dec 14 13:38:12 2008 From: LandyBible at thecrosbygroup.com (LandyBible at thecrosbygroup.com) Date: Sun, 14 Dec 2008 12:38:12 -0600 Subject: [rt-users] 3.6.1 -> 3.8.1 - Problem with Saved Searches Message-ID: An HTML attachment was scrubbed... URL: From jayen at science.unsw.edu.au Sun Dec 14 19:47:40 2008 From: jayen at science.unsw.edu.au (Jayen Ashar) Date: Mon, 15 Dec 2008 11:47:40 +1100 Subject: [rt-users] RT: Encode::Guess failed: ; fallback to iso-8859-1 Message-ID: <4945A92C.9030704@science.unsw.edu.au> Hi, We had an e-mail disappear a few weeks ago and not go through the gateway and didn't notice until now. We're running RT 3.6.4. This is what the log says == Dec 3 15:29:48 scirt1b RT: Could not record email: Could not load a valid user (/srv/www/vhosts/rt_science_unsw_edu_au/share/html/REST/1.0/NoAuth/mail-gateway:75) Dec 3 15:29:48 scirt1b RT: Encode::Guess failed: ; fallback to iso-8859-1 (/srv/www/vhosts/rt_science_unsw_edu_au/lib/RT/I18N.pm:412) Dec 3 15:29:48 scirt1b RT: Use of uninitialized value in concatenation (.) or string at /srv/www/vhosts/rt_science_unsw_edu_au/lib/RT/I18N.pm line 412. (/srv/www/vhosts/rt_science_unsw_edu_au/lib/RT/I18N.pm:412) Dec 3 15:29:48 scirt1b RT: Use of uninitialized value in pattern match (m//) at /srv/www/vhosts/rt_science_unsw_edu_au/lib/RT/I18N.pm line 395. (/srv/www/vhosts/rt_science_unsw_edu_au/lib/RT/I18N.pm:395) Dec 3 15:29:48 scirt1b RT: Encode::Guess failed: ; fallback to iso-8859-1 (/srv/www/vhosts/rt_science_unsw_edu_au/lib/RT/I18N.pm:412) Dec 3 15:29:48 scirt1b RT: Use of uninitialized value in concatenation (.) or string at /srv/www/vhosts/rt_science_unsw_edu_au/lib/RT/I18N.pm line 412. (/srv/www/vhosts/rt_science_unsw_edu_au/lib/RT/I18N.pm:412) Dec 3 15:29:48 scirt1b RT: Use of uninitialized value in pattern match (m//) at /srv/www/vhosts/rt_science_unsw_edu_au/lib/RT/I18N.pm line 395. (/srv/www/vhosts/rt_science_unsw_edu_au/lib/RT/I18N.pm:395) == My questions are: 1) What is the error? Why didn't the gateway work? 2) How do I fix this? 3) Can I redirect failed e-mails in the future to an e-mail address? 4) Is there a copy of the failed e-mail somewhere? Thanks, Jayen -- Jayen Ashar Technical Officer Computing Center School of Mathematics and Statistics M029, Red Center The University of New South Wales SYDNEY NSW 2052 Ph: + 61 (2) 93857016 Fax: + 61 (2) 93857192 CRICOS provider code: 00098G From LandyBible at thecrosbygroup.com Sun Dec 14 21:49:03 2008 From: LandyBible at thecrosbygroup.com (LandyBible at thecrosbygroup.com) Date: Sun, 14 Dec 2008 20:49:03 -0600 Subject: [rt-users] 3.6.1 -> 3.8.1 - Problem with Saved Searches In-Reply-To: <58f6d7070812141155i159e610eged1574d10e2de0ce@mail.gmail.com> References: , <58f6d7070812141155i159e610eged1574d10e2de0ce@mail.gmail.com> Message-ID: An HTML attachment was scrubbed... URL: From brian.friday at gmail.com Mon Dec 15 01:49:04 2008 From: brian.friday at gmail.com (Brian Friday) Date: Sun, 14 Dec 2008 22:49:04 -0800 Subject: [rt-users] RT2-to-RT3 migration lost ticket data and status change issues Message-ID: <9FCB3BC4-6211-41CC-B39D-5407100CB7E0@gmail.com> Hello all, I am using the RT2-to-RT3 migration tool (latest) to migrate a RT2 instance (Mysql 3.23, DB is 1+ GB in size) from 2.0.14 to RT 3.6.7 (Mysql 5). I have copied the original RT2 install, and the new RT3 from their respective machines to a go between system. I've fixed the paths and configurations so that both installs still can connect to their respective databases. This go between machine is running perl 5.8.8 with all the modules and dependancies for a mysql based RT 3.6.7 instance. RT2 is running on a Mac OS X panther server with Perl 5 (I think 004) and RT3 is running on a Leopard Server also running Perl 5.8.8. I had to update the RT2-to-dumpfile script in the migration package to change the status as well as the priority of the tickets it exports. In addition I had to add to RT3 the additional status files used by the client. After that I was able to successfully run both the rt-2.0- to-dumpfile script and the dumpfile to rt-3.0 script. All the basic data appears to have come across intact including queues, acl's, users and ticket metadata. First Problem: ------------------- While the ticket metadata has been exported, the actual transactions, as well as ticket contents, emails, attachments etc have not been exported. I have verified that they exist in the original database. Second Problem: ------------------------ Within RT3 I have edited the etc/RT_SiteConfig.pm to include the additional status lines here: @ActiveStatus = qw(new open waiting monitoring ongoing stalled verify EC) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected dead deferred deleted) unless @InactiveStatus; From the default below: @ActiveStatus = qw(new open stalled) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; The catch I have discovered is that when the old tickets were imported about 90% of the tickets which were resolved now have the status of new (specifically "new (unchanged)" ). These tickets instead should be listed as resolved. -------------------------------- Has anyone seen or experienced either of these behaviors before and could provide any advice? Any help would be appreciated, - Brian From DMagnuszewski at synacor.com Mon Dec 15 07:36:56 2008 From: DMagnuszewski at synacor.com (Dan Magnuszewski) Date: Mon, 15 Dec 2008 07:36:56 -0500 Subject: [rt-users] Adding a New Ticket "Status" Message-ID: <3E14D87BEECB554DB0D4CF560FA9E5CA08497C6F@syncorpmail.synbuf.local> I just upgraded from 3.4 to 3.8.1 and I had a Status of "Pending" for my tickets. After the upgrade, this status has disappeared and I was wondering where I can add it back. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Mon Dec 15 10:19:27 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 15 Dec 2008 10:19:27 -0500 Subject: [rt-users] RT2-to-RT3 migration lost ticket data and status change issues In-Reply-To: <9FCB3BC4-6211-41CC-B39D-5407100CB7E0@gmail.com> References: <9FCB3BC4-6211-41CC-B39D-5407100CB7E0@gmail.com> Message-ID: <4946757F.7040608@ucrwcu.rwc.uc.edu> When I upgraded several years ago, I had to run rt2-to-dumpfile BEFORE I installed RT3 at all. Something about the version of SearchBuilder (I think) that RT# used broke the data export of RT2. At one point I was very good with the procedure for that upgrade, but my memory seems to have been lost to time and projects past. I hope this may help you out some. Searching for part of my email on http://www.gossamer-threads.com/lists/rt/ may bring some of those posts back up for you. Brian Friday wrote: > Hello all, > > I am using the RT2-to-RT3 migration tool (latest) to migrate a RT2 > instance (Mysql 3.23, DB is 1+ GB in size) from 2.0.14 to RT 3.6.7 > (Mysql 5). I have copied the original RT2 install, and the new RT3 > from their respective machines to a go between system. I've fixed the > paths and configurations so that both installs still can connect to > their respective databases. > > This go between machine is running perl 5.8.8 with all the modules and > dependancies for a mysql based RT 3.6.7 instance. RT2 is running on a > Mac OS X panther server with Perl 5 (I think 004) and RT3 is running > on a Leopard Server also running Perl 5.8.8. > > I had to update the RT2-to-dumpfile script in the migration package to > change the status as well as the priority of the tickets it exports. > In addition I had to add to RT3 the additional status files used by > the client. After that I was able to successfully run both the rt-2.0- > to-dumpfile script and the dumpfile to rt-3.0 script. All the basic > data appears to have come across intact including queues, acl's, users > and ticket metadata. > > First Problem: > ------------------- > While the ticket metadata has been exported, the actual transactions, > as well as ticket contents, emails, attachments etc have not been > exported. I have verified that they exist in the original database. > > Second Problem: > ------------------------ > Within RT3 I have edited the etc/RT_SiteConfig.pm to include the > additional status lines here: > @ActiveStatus = qw(new open waiting monitoring ongoing stalled verify > EC) unless @ActiveStatus; > @InactiveStatus = qw(resolved rejected dead deferred deleted) unless > @InactiveStatus; > > From the default below: > @ActiveStatus = qw(new open stalled) unless @ActiveStatus; > @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; > > The catch I have discovered is that when the old tickets were imported > about 90% of the tickets which were resolved now have the status of > new (specifically "new (unchanged)" ). These tickets instead should be > listed > as resolved. > > -------------------------------- > > Has anyone seen or experienced either of these behaviors before and > could provide any advice? > > Any help would be appreciated, > > - Brian > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 darvin.denmian at gmail.com Mon Dec 15 14:27:03 2008 From: darvin.denmian at gmail.com (Darvin Denmian) Date: Mon, 15 Dec 2008 17:27:03 -0200 Subject: [rt-users] Notify by email Message-ID: Hello, I need to be alerted via email when a new ticket is created in a queue. Is there a way to do that? Thanks. From charlycr74 at yahoo.com.ar Mon Dec 15 14:40:25 2008 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Mon, 15 Dec 2008 11:40:25 -0800 (PST) Subject: [rt-users] display message after login Message-ID: <576791.91033.qm@web36102.mail.mud.yahoo.com> Hi, I already searched on google, wiki, etc.. and I could not figure out how to do it. I have to display a specific message every time someone from specific group logs in, the best way to have it, is to display it on the home page. For example I want to display the message "Escalation phone # 123-123-1234" on the top or on the left navigation bar. I'm sure that it should be possible to do that, but I don't know how to implement it. Thanks in advance, Charly Yahoo! Cocina Recetas pr?cticas y comida saludable http://ar.mujer.yahoo.com/cocina/ From delriego at fing.edu.uy Mon Dec 15 16:01:22 2008 From: delriego at fing.edu.uy (Mario A. del Riego) Date: Mon, 15 Dec 2008 19:01:22 -0200 Subject: [rt-users] CustomField for Users in code Message-ID: <4946C5A2.9030207@fing.edu.uy> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello all, I have a problem a week ago, with CF for Users. I need to compare two CFs (CF1 for tickets and CF2 for Users) when an user download a file (other CF-multi-upload-file for tickets), so, i'm editing "$RT3/share/html/Download/CustomFieldValue/dhandler" to add the condition "if (CF1 > CF2) then download_file(CF3)". Now, my problem is the access to CF2, i can't see it from source code. I do: while (my $cf = $session{'CurrentUser'}->CustomFields->Next) { ~ print $cf->Name; }; ...but nothing appears. - - I give to the user all the rights, i mean (See|Modify|Admin)CustomField. - - Another info -i dont know if it's relevant-, in "Preference" i can't see the CFs for Users, it is right? - - I'm testing with super-user 'root' - - I'm working with RT 3.8.0. ...any idea? Thanks in advance. - -- Mario A. del Riego Unidad de Recursos Inform?ticos Facultad de Ingenier?a - UdelaR -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAklGxaIACgkQB6f+NSnOywREmACfckM6gAg2ZMC4KGOxHr8BP5Kl x/sAn3hQBTe7lnlbFjG1gbQudu7HE6oh =3hZa -----END PGP SIGNATURE----- From Munsch at phillycarshare.org Mon Dec 15 18:35:54 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Mon, 15 Dec 2008 18:35:54 -0500 Subject: [rt-users] Notify by email References: Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18DDDF06@pcsexch.phillycarshare.loc> I think you want to add a "watcher" to the queue as an Admin cc: Queues -> Select queue -> "Watchers" on top bar just to the right of Basics. That's what I'm doing, anyway... ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Darvin Denmian > Sent: Monday, December 15, 2008 2:27 PM > To: RT-Users at lists.bestpractical.com > Subject: [rt-users] Notify by email > > Hello, > I need to be alerted via email when a new ticket is created in a > queue. Is there a way to do that? > 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From Munsch at phillycarshare.org Mon Dec 15 18:50:56 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Mon, 15 Dec 2008 18:50:56 -0500 Subject: [rt-users] Truncate subject line Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18DDDF07@pcsexch.phillycarshare.loc> Hello list, For my brand-new RT implementation, one of my users created a ticket with Subject: AAAAAAAAARRRRRRRRRRRRRRRRRRRRRRRRGHHHHHHHHHHHHHHHHHHHHH!!!!!!!!!!!!!!!!! !!!!!!!!!!!! Which is stretching the heck out of the layout whenever that ticket's on the page. Where would I define a max char limit for subject lines? This is going to be shown to department heads soon, and I want the at a glance etc. pages to look purty no matter what someone sends in. Also, I will probably delete that ticket first, but it does illustrate the general concept :-) ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From micah at onshore.com Mon Dec 15 21:10:28 2008 From: micah at onshore.com (Micah Gersten) Date: Mon, 15 Dec 2008 20:10:28 -0600 Subject: [rt-users] RT API on another system In-Reply-To: <20081210191100.GI626@31b.local> References: <493DF36C.7080202@onshore.com> <20081209050613.GJ6337@bestpractical.com> <493DFE39.3030909@onshore.com> <20081210191100.GI626@31b.local> Message-ID: <49470E14.1010406@onshore.com> Has anyone ever worked with the API on a machine other than the RT server? We're looking at have apps on another machine interact with RT. If I point the local installation (not RT server) at the RT server MySQL DB, will I have full access all the features that the API allows? Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com From DMagnuszewski at synacor.com Mon Dec 15 21:10:48 2008 From: DMagnuszewski at synacor.com (Dan Magnuszewski) Date: Mon, 15 Dec 2008 21:10:48 -0500 Subject: [rt-users] Error Showing Image Attachments Message-ID: <3E14D87BEECB554DB0D4CF560FA9E5CA08497C80@syncorpmail.synbuf.local> All, After upgrading, when I upload an image and attach it to a ticket, everything seems to work fine, but when I click on the attachement to view it, I am taken to a blank page that says "The image '' cannot be displayed, because it contains errors", or it will just give the Image URL. This is also true for images that have been uploaded in our pre-migrated RT system. Thanks. -Dan -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaim.rieger at gmail.com Mon Dec 15 21:12:32 2008 From: chaim.rieger at gmail.com (chaim.rieger at gmail.com) Date: Tue, 16 Dec 2008 02:12:32 +0000 Subject: [rt-users] RT API on another system In-Reply-To: <49470E14.1010406@onshore.com> References: <493DF36C.7080202@onshore.com><20081209050613.GJ6337@bestpractical.com><493DFE39.3030909@onshore.com> <20081210191100.GI626@31b.local><49470E14.1010406@onshore.com> Message-ID: <10129428-1229393560-cardhu_decombobulator_blackberry.rim.net-297169713-@bxe325.bisx.prod.on.blackberry> I was working on a zimbra extension that talks to rt I know that there's a nagios plugin that talks to rt, but not in the way you mean Sent via BlackBerry from T-Mobile -----Original Message----- From: Micah Gersten Date: Mon, 15 Dec 2008 20:10:28 To: RT Users Subject: [rt-users] RT API on another system Has anyone ever worked with the API on a machine other than the RT server? We're looking at have apps on another machine interact with RT. If I point the local installation (not RT server) at the RT server MySQL DB, will I have full access all the features that the API allows? Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.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 darvin.denmian at gmail.com Tue Dec 16 06:10:56 2008 From: darvin.denmian at gmail.com (Darvin Denmian) Date: Tue, 16 Dec 2008 09:10:56 -0200 Subject: [rt-users] Notify by email In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18DDDF06@pcsexch.phillycarshare.loc> References: <112A77B7EB8C584FBD7F05CA4B499D18DDDF06@pcsexch.phillycarshare.loc> Message-ID: Thanks for reply, i'll try this solution ! :) On Mon, Dec 15, 2008 at 9:35 PM, Robert Munsch wrote: > I think you want to add a "watcher" to the queue as an Admin cc: > > Queues -> Select queue -> "Watchers" on top bar just to the right of > Basics. > > That's what I'm doing, anyway... > > ------------------------ > Rob Munsch > IT Administrator > http://www.PhillyCarShare.org > Our wheels. Your freedom. > 215-730-0988 x131 >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Darvin Denmian >> Sent: Monday, December 15, 2008 2:27 PM >> To: RT-Users at lists.bestpractical.com >> Subject: [rt-users] Notify by email >> >> Hello, >> I need to be alerted via email when a new ticket is created in a >> queue. Is there a way to do that? >> 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 paul at paulstewart.org Tue Dec 16 09:42:30 2008 From: paul at paulstewart.org (Paul Stewart) Date: Tue, 16 Dec 2008 09:42:30 -0500 Subject: [rt-users] New Install Question - CentOS 5.2 Message-ID: <004701c95f8c$8cb6a510$a623ef30$@org> Hey there. I'm trying to get CentOS 5.2 running RT 3.8.1 and running into an issue when trying to fixdeps: [root at netops rt-3.8.1]# make testdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-SQLite --with-fastcgi perl: >=5.8.3(5.8.8)...found users: rt group (www)...MISSING bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www)...MISSING web group (www)...MISSING 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 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...MISSING HTML::Mason >= 1.36...found Digest::MD5 >= 2.27...found SMTP dependencies: Net::SMTP...found SQLITE dependencies: DBD::SQLite >= 1.00...found STANDALONE dependencies: Net::Server::PreFork...found Net::Server...found HTTP::Server::Simple >= 0.34...found HTTP::Server::Simple::Mason >= 0.09...found SOME DEPENDENCIES WERE MISSING. MASON missing dependencies: XML::RSS >= 1.05...MISSING make: *** [testdeps] Error 1 I've checked and installed XML::RSS via CPAN but when I run fixdeps I still get this: [root at netops rt-3.8.1]# make fixdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with-SQLite --with-fastcgi perl: >=5.8.3(5.8.8)...found users: rt group (www)...MISSING bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www)...MISSING web group (www)...MISSING 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 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...MISSING HTML::Mason >= 1.36...found Digest::MD5 >= 2.27...found Install module XML::RSS Going to read /root/.cpan/Metadata Database was generated on Tue, 16 Dec 2008 07:26:58 GMT XML::RSS is up to date. SMTP dependencies: Net::SMTP...found SQLITE dependencies: DBD::SQLite >= 1.00...found STANDALONE dependencies: Net::Server::PreFork...found Net::Server...found HTTP::Server::Simple >= 0.34...found HTTP::Server::Simple::Mason >= 0.09...found SOME DEPENDENCIES WERE MISSING. MASON missing dependencies: XML::RSS >= 1.05...MISSING make: *** [fixdeps] Error 1 Been googling this for past hour and only reference I can find it more than one version of perl installed - have searched the box and only one version exists.. what am I doing wrong? ;) Thanks, Paul -------------- next part -------------- An HTML attachment was scrubbed... URL: From racke at linuxia.de Tue Dec 16 10:06:55 2008 From: racke at linuxia.de (Stefan Hornburg) Date: Tue, 16 Dec 2008 16:06:55 +0100 Subject: [rt-users] New Install Question - CentOS 5.2 In-Reply-To: <004701c95f8c$8cb6a510$a623ef30$@org> References: <004701c95f8c$8cb6a510$a623ef30$@org> Message-ID: <4947C40F.9000407@linuxia.de> Paul Stewart wrote: > Hey there? > > > > I?m trying to get CentOS 5.2 running RT 3.8.1 and running into an issue > when trying to fixdeps: Which version of XML::RSS do you have installed? The most current one is 1.41 and that would fulfil dependencies. Regards Racke -- LinuXia Systems => http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP => http://www.icdevgroup.org/ Interchange Development Team From paul at paulstewart.org Tue Dec 16 10:17:39 2008 From: paul at paulstewart.org (Paul Stewart) Date: Tue, 16 Dec 2008 10:17:39 -0500 Subject: [rt-users] New Install Question - CentOS 5.2 In-Reply-To: <4947C40F.9000407@linuxia.de> References: <004701c95f8c$8cb6a510$a623ef30$@org> <4947C40F.9000407@linuxia.de> Message-ID: <005201c95f91$75ae1790$610a46b0$@org> Thank you - yes, that is correct - version 1.41 is installed. I installed via CPAN shell and also did it manually. For some reason the fixdeps isn't seeing it already installed ? Or perhaps there's something else wrong with my install ? Best regards, Paul -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stefan Hornburg Sent: December 16, 2008 10:07 AM To: RT Users Subject: Re: [rt-users] New Install Question - CentOS 5.2 Paul Stewart wrote: > Hey there. > > > > I'm trying to get CentOS 5.2 running RT 3.8.1 and running into an issue > when trying to fixdeps: Which version of XML::RSS do you have installed? The most current one is 1.41 and that would fulfil dependencies. Regards Racke -- LinuXia Systems => http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP => http://www.icdevgroup.org/ Interchange Development Team _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From murphy at genome.chop.edu Tue Dec 16 14:36:57 2008 From: murphy at genome.chop.edu (Kevin Murphy) Date: Tue, 16 Dec 2008 14:36:57 -0500 Subject: [rt-users] Upgrade 3.6 -> 3.8; something wacky with users? Message-ID: <49480359.2000305@genome.chop.edu> I just upgraded from RT 3.6.6 to 3.8.1 on Mac OS X Server 10.4.11, using PostgreSQL 8.3.5. Creating a ticket, I see a couple candidate owners who shouldn't be in the Owner drop-down menu, even including a non-privileged user. I followed the instructions (but see next paragraph), as far as I know (I've done many RT upgrades over the years), and I didn't see any errors. The installation of CPAN dependencies went fine, the make upgrade went fine, there were no errors when I ran the database upgrade script. I read the UPGRADING file but didn't see any actionable items for me. I don't see anything unusual in the PostgreSQL, system, or Apache logs. The only unusual occurrence was that I initially ran 'sudo make upgrade' on top of the existing RT directory, but I then decided to move that directory out of the way and run 'sudo make upgrade' again. RT 3.8 looks great, but hopefully I don't have a corrupted database. I *do* have a backup of the database, of course. I'd like some advice on how to proceed. Thanks for any tips, Kevin Murphy From murphy at genome.chop.edu Tue Dec 16 16:04:08 2008 From: murphy at genome.chop.edu (Kevin Murphy) Date: Tue, 16 Dec 2008 16:04:08 -0500 Subject: [rt-users] Upgrade 3.6 -> 3.8; database corruption? (was: something wacky with users) In-Reply-To: <49480359.2000305@genome.chop.edu> References: <49480359.2000305@genome.chop.edu> Message-ID: <494817C8.2020607@genome.chop.edu> Kevin Murphy wrote: > I just upgraded from RT 3.6.6 to 3.8.1 on Mac OS X Server 10.4.11, using > PostgreSQL 8.3.5. > Creating a ticket, I see a couple candidate owners who shouldn't be in > the Owner drop-down menu, even including a non-privileged user. > Yikes! I repeated the upgrade from scratch with a fresh restore of the pre-upgrade database, with identical results. Is it possible that the database upgrade scripts corrupted something? Prior to the upgrade, I did a pg_dumpall, and I used that dump to rebuild the database. I then followed the upgrade instructions. These database updates were applied: * 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 -Kevin Murphy From KFCrocker at lbl.gov Tue Dec 16 16:06:53 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 16 Dec 2008 13:06:53 -0800 Subject: [rt-users] RT permission question Message-ID: <4948186D.5020900@lbl.gov> To all, I thought I understood most of the permission relationships in RT, but I find I'm a bit stumped with a problem I'm having. I know that to move a ticket from one queue to another queue that person/group initiating the move must have "SeeQueue" and "CreateTicket" rights for the intended queue. I have a situation where those rights are granted, but permission is denied. I also have a scrip that modifies the owner to "nobody" when a ticket is moved to another queue. Currently, the code to modify the owner is in cleanup code. Does anyone have a clue as to why this transaction is not being allowed? Thanks in advance. Kenn LBNL From ktm at rice.edu Tue Dec 16 16:14:48 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 16 Dec 2008 15:14:48 -0600 Subject: [rt-users] Upgrade 3.6 -> 3.8; database corruption? (was: something wacky with users) In-Reply-To: <494817C8.2020607@genome.chop.edu> References: <49480359.2000305@genome.chop.edu> <494817C8.2020607@genome.chop.edu> Message-ID: <20081216211448.GU26318@it.is.rice.edu> Kevin, The only database changes in this list are 3.7.3/schema.Pg which just increases the size of a variable length field to 64k from 255. I do not see how that could have the effect that you are observing. Ken On Tue, Dec 16, 2008 at 04:04:08PM -0500, Kevin Murphy wrote: > Kevin Murphy wrote: > > I just upgraded from RT 3.6.6 to 3.8.1 on Mac OS X Server 10.4.11, using > > PostgreSQL 8.3.5. > > Creating a ticket, I see a couple candidate owners who shouldn't be in > > the Owner drop-down menu, even including a non-privileged user. > > > > Yikes! I repeated the upgrade from scratch with a fresh restore of the > pre-upgrade database, with identical results. Is it possible that the > database upgrade scripts corrupted something? > > Prior to the upgrade, I did a pg_dumpall, and I used that dump to > rebuild the database. > > I then followed the upgrade instructions. These database updates were > applied: > > * 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 > > -Kevin Murphy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ruslan.zakirov at gmail.com Tue Dec 16 16:21:04 2008 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 17 Dec 2008 00:21:04 +0300 Subject: [rt-users] Upgrade 3.6 -> 3.8; database corruption? (was: something wacky with users) In-Reply-To: <494817C8.2020607@genome.chop.edu> References: <49480359.2000305@genome.chop.edu> <494817C8.2020607@genome.chop.edu> Message-ID: <589c94400812161321y5f3895dak8680dc1ec886b33d@mail.gmail.com> Start from SELECT * FROM ACL WHERE RightName = 'OwnTicket'; Check objects in the list may be there are some relevant details. I don't think it's DB, but it may be either bug or fix of a bug that uncovered something. On Wed, Dec 17, 2008 at 12:04 AM, Kevin Murphy wrote: > Kevin Murphy wrote: >> I just upgraded from RT 3.6.6 to 3.8.1 on Mac OS X Server 10.4.11, using >> PostgreSQL 8.3.5. >> Creating a ticket, I see a couple candidate owners who shouldn't be in >> the Owner drop-down menu, even including a non-privileged user. >> > > Yikes! I repeated the upgrade from scratch with a fresh restore of the > pre-upgrade database, with identical results. Is it possible that the > database upgrade scripts corrupted something? > > Prior to the upgrade, I did a pg_dumpall, and I used that dump to > rebuild the database. > > I then followed the upgrade instructions. These database updates were > applied: > > * 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 > > -Kevin Murphy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From sturner at MIT.EDU Tue Dec 16 16:17:17 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 16 Dec 2008 16:17:17 -0500 Subject: [rt-users] RT permission question In-Reply-To: <4948186D.5020900@lbl.gov> References: <4948186D.5020900@lbl.gov> Message-ID: On Tue, 16 Dec 2008 16:06:53 -0500, Kenneth Crocker wrote: > To all, > > > I thought I understood most of the permission relationships in RT, but > I find I'm a bit stumped with a problem I'm having. I know that to move > a ticket from one queue to another queue that person/group initiating > the move must have "SeeQueue" and "CreateTicket" rights for the intended > queue. I have a situation where those rights are granted, but permission > is denied. Kenn, Does the ticket actually get moved to the other queue? Also, exactly what error message appears? Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From murphy at genome.chop.edu Tue Dec 16 16:41:52 2008 From: murphy at genome.chop.edu (Kevin Murphy) Date: Tue, 16 Dec 2008 16:41:52 -0500 Subject: [rt-users] Upgrade 3.6 -> 3.8; database corruption? In-Reply-To: <20081216211448.GU26318@it.is.rice.edu> References: <49480359.2000305@genome.chop.edu> <494817C8.2020607@genome.chop.edu> <20081216211448.GU26318@it.is.rice.edu> Message-ID: <494820A0.30002@genome.chop.edu> Kenneth Marshall wrote: > The only database changes in this list are 3.7.3/schema.Pg > which just increases the size of a variable length field to > 64k from 255. I do not see how that could have the effect > that you are observing. > I don't know either, but two updates from 3.6.6 to 3.8.1 resulted in identical problems - users appearing incorrectly in Owner menus, users able to see queues they shouldn't. Happily, upgrading to 3.6.7 worked. I just went through the exact same upgrade procedure a third time, but this time from 3.6.6 to 3.6.7 (the only difference being the manual checking for database upgrade scripts). This time the resulting RT instance behaves normally. Because of my 3.8 lust, I'm willing to spend a couple hours troubleshooting per the advice of Ruslan and others on the list. -Kevin Murphy From stroke_of_death at yahoo.com Wed Dec 17 04:20:15 2008 From: stroke_of_death at yahoo.com (Sean) Date: Wed, 17 Dec 2008 01:20:15 -0800 (PST) Subject: [rt-users] Assets and RTx::Calendar Message-ID: <299111.80338.qm@web58704.mail.re1.yahoo.com> Hi, I have 2 custom fields in Asset tracker, a project start date & end date. Each server has this field. I also have RTx::Calendar installed, and it works great for tickets, but does not work at all with Assets. I want to be able to query the AT database for the start and end dates, and put them on the calendar. Is there a way to do this that I don't know about? Has anyone modified RTx::calendar to be able to do this? Thanks. From alexyoung at scoutsolutions.co.uk Wed Dec 17 07:48:27 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Wed, 17 Dec 2008 12:48:27 -0000 Subject: [rt-users] RT 3.8.2 RC1 and RT-Authen-ExternalAuth 0.07_01 In-Reply-To: <15EB9881-220B-438C-9CFC-D3DEE6CBF65A@bestpractical.com> References: <15EB9881-220B-438C-9CFC-D3DEE6CBF65A@bestpractical.com> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64C5E7E4@s-wor-e-001.SCOUTSOFFICE.local> I ran into a problem while upgrading RT3.8.1 to 3.8.2 RC1. If you install RT3.8.2 RC1 and RT-Authen-ExternalAuth 0.07_01 you won't be able to login and ExternalAuth contains a bug fix that is now included in RT3.8.2. If you receive this problem delete/rename the following file: /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut h/autohandler/Auth This fixed my problem and everything looks to be working fine. From mike.peachey at jennic.com Wed Dec 17 07:50:31 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 17 Dec 2008 12:50:31 +0000 Subject: [rt-users] RT 3.8.2 RC1 and RT-Authen-ExternalAuth 0.07_01 In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64C5E7E4@s-wor-e-001.SCOUTSOFFICE.local> References: <15EB9881-220B-438C-9CFC-D3DEE6CBF65A@bestpractical.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7E4@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <4948F597.1070906@jennic.com> Alex Young wrote: > I ran into a problem while upgrading RT3.8.1 to 3.8.2 RC1. > > If you install RT3.8.2 RC1 and RT-Authen-ExternalAuth 0.07_01 you won't > be able to login and ExternalAuth contains a bug fix that is now > included in RT3.8.2. > > If you receive this problem delete/rename the following file: > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut > h/autohandler/Auth > > This fixed my problem and everything looks to be working fine. But will completely break ExternalAuth -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From alexyoung at scoutsolutions.co.uk Wed Dec 17 08:09:48 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Wed, 17 Dec 2008 13:09:48 -0000 Subject: [rt-users] RT 3.8.2 RC1 and RT-Authen-ExternalAuth 0.07_01 In-Reply-To: <4948F597.1070906@jennic.com> References: <15EB9881-220B-438C-9CFC-D3DEE6CBF65A@bestpractical.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7E4@s-wor-e-001.SCOUTSOFFICE.local> <4948F597.1070906@jennic.com> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64C5E7E9@s-wor-e-001.SCOUTSOFFICE.local> Really? It seems to be working for me? I have successfully logged in using several LDAP users and haven't found any faults yet. Rt.log isn't showing any errors, but does show a warning: [Wed Dec 17 13:03:29 2008] [warning]: Use of uninitialized value $_[4] in join or string at /usr/local/share/perl/5.10.0/Log/Dispatch.pm line 21, line 514. (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut h/LDAP.pm:136) Is there a better way for me to fix this then? -----Original Message----- From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike Peachey Sent: 17 December 2008 12:51 To: Alex Young Cc: RT Users Subject: Re: [rt-users] RT 3.8.2 RC1 and RT-Authen-ExternalAuth 0.07_01 Alex Young wrote: > I ran into a problem while upgrading RT3.8.1 to 3.8.2 RC1. > > If you install RT3.8.2 RC1 and RT-Authen-ExternalAuth 0.07_01 you won't > be able to login and ExternalAuth contains a bug fix that is now > included in RT3.8.2. > > If you receive this problem delete/rename the following file: > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAut > h/autohandler/Auth > > This fixed my problem and everything looks to be working fine. But will completely break ExternalAuth -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mike.peachey at jennic.com Wed Dec 17 08:12:06 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 17 Dec 2008 13:12:06 +0000 Subject: [rt-users] RT 3.8.2 RC1 and RT-Authen-ExternalAuth 0.07_01 In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64C5E7E9@s-wor-e-001.SCOUTSOFFICE.local> References: <15EB9881-220B-438C-9CFC-D3DEE6CBF65A@bestpractical.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7E4@s-wor-e-001.SCOUTSOFFICE.local> <4948F597.1070906@jennic.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7E9@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <4948FAA6.9010808@jennic.com> Alex Young wrote: > Really? It seems to be working for me? I have successfully logged in > using several LDAP users and haven't found any faults yet. > > Rt.log isn't showing any errors, Because you're not calling any LDAP/ExternalAuth code.. > > Is there a better way for me to fix this then? Can you provide the original errors? -- 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 alexyoung at scoutsolutions.co.uk Wed Dec 17 08:37:54 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Wed, 17 Dec 2008 13:37:54 -0000 Subject: [rt-users] RT 3.8.2 RC1 and RT-Authen-ExternalAuth 0.07_01 In-Reply-To: <4948FAA6.9010808@jennic.com> References: <15EB9881-220B-438C-9CFC-D3DEE6CBF65A@bestpractical.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7E4@s-wor-e-001.SCOUTSOFFICE.local> <4948F597.1070906@jennic.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7E9@s-wor-e-001.SCOUTSOFFICE.local> <4948FAA6.9010808@jennic.com> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64C5E7EE@s-wor-e-001.SCOUTSOFFICE.local> Hi Mike. Rt.log contents: [Wed Dec 17 13:36:28 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth:12) [Wed Dec 17 13:36:28 2008] [debug]: $pass defined (CorrectPasswordHere), Running IsPassword (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth:69) [Wed Dec 17 13:36:28 2008] [debug]: Password Incorrect (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth:74) [Wed Dec 17 13:36:28 2008] [error]: FAILED LOGIN for ayoung from 10.1.1.108 (/opt/rt3/share/html/autohandler:268) -----Original Message----- From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike Peachey Sent: 17 December 2008 13:12 To: Alex Young Cc: RT Users Subject: Re: [rt-users] RT 3.8.2 RC1 and RT-Authen-ExternalAuth 0.07_01 Alex Young wrote: > Really? It seems to be working for me? I have successfully logged in > using several LDAP users and haven't found any faults yet. > > Rt.log isn't showing any errors, Because you're not calling any LDAP/ExternalAuth code.. > > Is there a better way for me to fix this then? Can you provide the original errors? -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mike.peachey at jennic.com Wed Dec 17 08:42:23 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 17 Dec 2008 13:42:23 +0000 Subject: [rt-users] RT 3.8.2 RC1 and RT-Authen-ExternalAuth 0.07_01 In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64C5E7EE@s-wor-e-001.SCOUTSOFFICE.local> References: <15EB9881-220B-438C-9CFC-D3DEE6CBF65A@bestpractical.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7E4@s-wor-e-001.SCOUTSOFFICE.local> <4948F597.1070906@jennic.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7E9@s-wor-e-001.SCOUTSOFFICE.local> <4948FAA6.9010808@jennic.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7EE@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <494901BF.7000809@jennic.com> Alex Young wrote: > Hi Mike. > > Rt.log contents: > > [Wed Dec 17 13:36:28 2008] [error]: Working around bug in RT and > reloading RT::User > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu > th/autohandler/Auth:12) > [Wed Dec 17 13:36:28 2008] [debug]: $pass defined (CorrectPasswordHere), > Running IsPassword > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu > th/autohandler/Auth:69) > [Wed Dec 17 13:36:28 2008] [debug]: Password Incorrect > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu > th/autohandler/Auth:74) > [Wed Dec 17 13:36:28 2008] [error]: FAILED LOGIN for ayoung from > 10.1.1.108 (/opt/rt3/share/html/autohandler:268) O_o Pretty useless I'm afraid. No idea what would be different between 3.8.1 and 3.8.2 that would break the password check.. assuming the password it correct. -- 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 alexyoung at scoutsolutions.co.uk Wed Dec 17 08:52:09 2008 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Wed, 17 Dec 2008 13:52:09 -0000 Subject: [rt-users] RT 3.8.2 RC1 and RT-Authen-ExternalAuth 0.07_01 In-Reply-To: <494901BF.7000809@jennic.com> References: <15EB9881-220B-438C-9CFC-D3DEE6CBF65A@bestpractical.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7E4@s-wor-e-001.SCOUTSOFFICE.local> <4948F597.1070906@jennic.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7E9@s-wor-e-001.SCOUTSOFFICE.local> <4948FAA6.9010808@jennic.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7EE@s-wor-e-001.SCOUTSOFFICE.local> <494901BF.7000809@jennic.com> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64C5E7F3@s-wor-e-001.SCOUTSOFFICE.local> Yeah, the password is correct. If I put an incorrect one in, it displays the exact same message. Anything else I can do to give you somethign useful to work with? Auth change in the changelog for 3.8.2 is this: * A new callback for successful login via WebExternalAuth [sartak] -----Original Message----- From: mpeac at jennic.com [mailto:mpeac at jennic.com] On Behalf Of Mike Peachey Sent: 17 December 2008 13:42 To: Alex Young Cc: RT Users Subject: Re: [rt-users] RT 3.8.2 RC1 and RT-Authen-ExternalAuth 0.07_01 Alex Young wrote: > Hi Mike. > > Rt.log contents: > > [Wed Dec 17 13:36:28 2008] [error]: Working around bug in RT and > reloading RT::User > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu > th/autohandler/Auth:12) > [Wed Dec 17 13:36:28 2008] [debug]: $pass defined (CorrectPasswordHere), > Running IsPassword > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu > th/autohandler/Auth:69) > [Wed Dec 17 13:36:28 2008] [debug]: Password Incorrect > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu > th/autohandler/Auth:74) > [Wed Dec 17 13:36:28 2008] [error]: FAILED LOGIN for ayoung from > 10.1.1.108 (/opt/rt3/share/html/autohandler:268) O_o Pretty useless I'm afraid. No idea what would be different between 3.8.1 and 3.8.2 that would break the password check.. assuming the password it correct. -- 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 elacour at easter-eggs.com Wed Dec 17 11:05:17 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 17 Dec 2008 17:05:17 +0100 Subject: [rt-users] RT 3.8.2 RC1 and RT-Authen-ExternalAuth 0.07_01 In-Reply-To: <494901BF.7000809@jennic.com> References: <15EB9881-220B-438C-9CFC-D3DEE6CBF65A@bestpractical.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7E4@s-wor-e-001.SCOUTSOFFICE.local> <4948F597.1070906@jennic.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7E9@s-wor-e-001.SCOUTSOFFICE.local> <4948FAA6.9010808@jennic.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7EE@s-wor-e-001.SCOUTSOFFICE.local> <494901BF.7000809@jennic.com> Message-ID: <20081217160516.GA6705@easter-eggs.com> On Wed, Dec 17, 2008 at 01:42:23PM +0000, Mike Peachey wrote: > > > Pretty useless I'm afraid. No idea what would be different between 3.8.1 > and 3.8.2 that would break the password check.. assuming the password it > correct. > Mike, I just ran into the same bug. The problem is with the code on top of autohandler/Auth that try to reload RT::User. It reloads it without User_Vendor.pm from this plugin and so the old IsPassword is called. I commented this code and my ldap auth is working again. I run a version of RT pre 3.8.2rc1 (checkout on 20081024). --- /opt/rt/src/RT-Authen-ExternalAuth-0.07_01/html/Callbacks/ExternalAuth/autohandler/Auth 2008-11-06 21:40:34.000000000 +0100 +++ plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth 2008-12-17 16:58:34.000000000 +0100 @@ -8,13 +8,13 @@ # Work around a bug in the RT 3.8.0 and 3.8.1 plugin system (fixed in 3.8.2) # Temporarily force RT to reload RT::User, since it isn't being loaded # correctly as a plugin. -unless ($loaded_user) { - $RT::Logger->error("Working around bug in RT and reloading RT::User"); - $loaded_user++; - delete $INC{'RT/User.pm'}; - delete $INC{'RT/User_Overlay.pm'}; - require RT::User; -} +#unless ($loaded_user) { +# $RT::Logger->error("Working around bug in RT and reloading RT::User"); +# $loaded_user++; +# delete $INC{'RT/User.pm'}; +# delete $INC{'RT/User_Overlay.pm'}; +# require RT::User; +#} ###################################################################################### # If the user is logging in, let's authenticate; if they can auth but don't load From murphy at genome.chop.edu Wed Dec 17 11:07:40 2008 From: murphy at genome.chop.edu (Kevin Murphy) Date: Wed, 17 Dec 2008 11:07:40 -0500 Subject: [rt-users] Upgrade 3.6 -> 3.8; database corruption? In-Reply-To: <589c94400812161321y5f3895dak8680dc1ec886b33d@mail.gmail.com> References: <49480359.2000305@genome.chop.edu> <494817C8.2020607@genome.chop.edu> <589c94400812161321y5f3895dak8680dc1ec886b33d@mail.gmail.com> Message-ID: <494923CC.1060509@genome.chop.edu> Ruslan Zakirov wrote: > Start from SELECT * FROM ACL WHERE RightName = 'OwnTicket'; Check > objects in the list may be there are some relevant details. > > >> Kevin Murphy wrote: >> >>> I just upgraded from RT 3.6.6 to 3.8.1 on Mac OS X Server 10.4.11, using >>> PostgreSQL 8.3.5. >>> Creating a ticket, I see a couple candidate owners who shouldn't be in >>> the Owner drop-down menu, even including a non-privileged user. >>> 1) I'll need some hints. I presume I follow into the groups (Group) and ??? (AdminCC, Requestor,Cc) tables? The query output (of my 3.6.7 database) looks like this: id | principaltype | principalid | rightname | objecttype | objectid | delegatedby | delegatedfrom -----+---------------+-------------+-----------+------------+----------+-------------+--------------- 2 | Group | 11 | OwnTicket | RT::System | 1 | 0 | 0 174 | Group | 4562 | OwnTicket | RT::Queue | 16 | 0 | 0 213 | Group | 6585 | OwnTicket | RT::Queue | 18 | 0 | 0 261 | Group | 94 | OwnTicket | RT::Queue | 13 | 0 | 0 236 | Group | 7882 | OwnTicket | RT::Queue | 19 | 0 | 0 284 | Group | 23 | OwnTicket | RT::Queue | 13 | 0 | 0 307 | Group | 7949 | OwnTicket | RT::Queue | 5 | 0 | 0 328 | Group | 30 | OwnTicket | RT::Queue | 6 | 0 | 0 352 | Group | 8610 | OwnTicket | RT::Queue | 9 | 0 | 0 375 | Group | 8615 | OwnTicket | RT::Queue | 20 | 0 | 0 394 | Group | 30 | OwnTicket | RT::Queue | 1 | 0 | 0 411 | Group | 30 | OwnTicket | RT::Queue | 5 | 0 | 0 423 | Group | 9022 | OwnTicket | RT::Queue | 3 | 0 | 0 447 | Group | 48 | OwnTicket | RT::Queue | 21 | 0 | 0 469 | Group | 6136 | OwnTicket | RT::Queue | 21 | 0 | 0 508 | Group | 11105 | OwnTicket | RT::Queue | 22 | 0 | 0 632 | AdminCc | 11566 | OwnTicket | RT::Queue | 25 | 0 | 0 645 | Group | 11603 | OwnTicket | RT::Queue | 25 | 0 | 0 695 | Group | 3 | OwnTicket | RT::Queue | 23 | 0 | 0 709 | Requestor | 11551 | OwnTicket | RT::Queue | 23 | 0 | 0 619 | Group | 11603 | OwnTicket | RT::Queue | 24 | 0 | 0 665 | Group | 11548 | OwnTicket | RT::Queue | 23 | 0 | 0 602 | Group | 4557 | OwnTicket | RT::Queue | 24 | 0 | 0 737 | Cc | 11549 | OwnTicket | RT::Queue | 23 | 0 | 0 755 | Group | 23 | OwnTicket | RT::Queue | 12 | 0 | 0 778 | Group | 48 | OwnTicket | RT::Queue | 12 | 0 | 0 795 | Group | 11105 | OwnTicket | RT::Queue | 24 | 0 | 0 814 | Group | 11105 | OwnTicket | RT::Queue | 26 | 0 | 0 837 | Group | 10980 | OwnTicket | RT::Queue | 13 | 0 | 0 860 | Group | 13972 | OwnTicket | RT::Queue | 27 | 0 | 0 886 | Group | 4557 | OwnTicket | RT::Queue | 27 | 0 | 0 904 | AdminCc | 14380 | OwnTicket | RT::Queue | 28 | 0 | 0 913 | Cc | 14379 | OwnTicket | RT::Queue | 28 | 0 | 0 927 | Group | 12221 | OwnTicket | RT::Queue | 23 | 0 | 0 943 | Group | 15773 | OwnTicket | RT::Queue | 29 | 0 | 0 2) Should I take this off-line with Ruslan, because there's going to be a lot of back-and-forth and lengthy posts? 3) Out of curiosity and complete ignorance, I ran the rt-validator from 3.8.2rc1 on my 3.6.7 database, and this is what I got: Name "RT::DatabaseType" used only once: possible typo at sbin/rt-validator line 133. Record #15423 in CachedGroupMembers references not existent record in CachedGroupMembers ImmediateParentId => '6585' => GroupId MemberId => '6329' => MemberId Via => '15420' => id ... and 109 more like the previous ... Principal #22 is member of #6585 when #6585 is member of #6166, but there is no cached GM record that 22 is member of #6166. ... and 219 more like the previous ... [Wed Dec 17 15:59:28 2008] [warning]: DBD::Pg::st execute failed: ERROR: syntax error at or near "WHERE" LINE 4: WHERE ^ at sbin/rt-validator line 1060. (sbin/rt-validator:1060) [Wed Dec 17 15:59:28 2008] [crit]: couldn't execute SELECT m.id, g.id, g.Instance FROM Groups g JOIN Attachments m WHERE g.Domain = ? AND g.Type = ? AND g.id = m.Creator Error: ERROR: syntax error at or near "WHERE" LINE 4: WHERE ^ at sbin/rt-validator line 1060. (/usr/local/src/rt-3.8.2rc1/sbin/../lib/RT.pm:377) couldn't execute SELECT m.id, g.id, g.Instance FROM Groups g JOIN Attachments m WHERE g.Domain = ? AND g.Type = ? AND g.id = m.Creator Error: ERROR: syntax error at or near "WHERE" LINE 4: WHERE ^ at sbin/rt-validator line 1060. From eliezer.chavez at gmail.com Wed Dec 17 11:42:51 2008 From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=) Date: Wed, 17 Dec 2008 12:12:51 -0430 Subject: [rt-users] Latin Characters Message-ID: <66d635aa0812170842k48e116b5gca49fdf8739d35da@mail.gmail.com> Hi All I installed RT as a solution to remove Remedy's AR in my company, but i'm having some troubles displaying spanish accented characters like ? ? ? ? ? or ?, so, if anybody has any ideas, will be very appreciated My install is Solaris 10 SPARC Perl 5.10 RT 3.8.1 Oracle 10.2.4 Best Regards, -- Eliezer E Ch?vez +58-416-6125676 eliezer.chavez at gmail.com >>http://www.bumeran.com.ve/cv/eliezer-chavez -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Wed Dec 17 12:25:33 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 17 Dec 2008 17:25:33 +0000 Subject: [rt-users] RT 3.8.2 RC1 and RT-Authen-ExternalAuth 0.07_01 In-Reply-To: <20081217160516.GA6705@easter-eggs.com> References: <15EB9881-220B-438C-9CFC-D3DEE6CBF65A@bestpractical.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7E4@s-wor-e-001.SCOUTSOFFICE.local> <4948F597.1070906@jennic.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7E9@s-wor-e-001.SCOUTSOFFICE.local> <4948FAA6.9010808@jennic.com> <3CE7D8D453B27148BBCA0B2063B11E64C5E7EE@s-wor-e-001.SCOUTSOFFICE.local> <494901BF.7000809@jennic.com> <20081217160516.GA6705@easter-eggs.com> Message-ID: <4949360D.704@jennic.com> Emmanuel Lacour wrote: > On Wed, Dec 17, 2008 at 01:42:23PM +0000, Mike Peachey wrote: >> >> Pretty useless I'm afraid. No idea what would be different between 3.8.1 >> and 3.8.2 that would break the password check.. assuming the password it >> correct. >> > > Mike, I just ran into the same bug. The problem is with the code on > top of autohandler/Auth that try to reload RT::User. It reloads it > without User_Vendor.pm from this plugin and so the old IsPassword is > called. I commented this code and my ldap auth is working again. > > I run a version of RT pre 3.8.2rc1 (checkout on 20081024). Huh. That code was supposed to be designed to only get issued if it's needed :/ or wa that taken out.. I can't remmeber? TBH I'm tempted to replace it with a hardcoded version check because it's ONLY required for 3.8.0 and 3.8.1 -- 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 elacour at easter-eggs.com Wed Dec 17 12:37:03 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 17 Dec 2008 18:37:03 +0100 Subject: [rt-users] Latin Characters In-Reply-To: <66d635aa0812170842k48e116b5gca49fdf8739d35da@mail.gmail.com> References: <66d635aa0812170842k48e116b5gca49fdf8739d35da@mail.gmail.com> Message-ID: <20081217173703.GI6705@easter-eggs.com> On Wed, Dec 17, 2008 at 12:12:51PM -0430, Eliezer E Ch?vez wrote: > Hi All > > I installed RT as a solution to remove Remedy's AR in my company, but i'm > having some troubles displaying spanish accented characters like ? ? ? ? ? > or ?, so, if anybody has any ideas, will be very appreciated > > My install is > > Solaris 10 SPARC > Perl 5.10 > RT 3.8.1 > Oracle 10.2.4 > Did you set "spanish" in your RT preferences to have the UI in spanish? If so is the problem only with menu/buttons or with tickets subject/contents? Do you have something like "AddDefaultCharset UTF-8" in your apache configuration? What is your database encoding? (select * from nls_database_parameters where parameter='NLS_CHARACTERSET';) From todd at chaka.net Wed Dec 17 13:13:03 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 17 Dec 2008 13:13:03 -0500 Subject: [rt-users] Assets and RTx::Calendar In-Reply-To: <299111.80338.qm@web58704.mail.re1.yahoo.com> References: <299111.80338.qm@web58704.mail.re1.yahoo.com> Message-ID: <519782dc0812171013h2c376be1h21ad3c3057f435a6@mail.gmail.com> Sean, RTx::Calendar has no concept of assets, just tickets. It could certainly be added by a sufficiently motivated individual. :) -Todd On Wed, Dec 17, 2008 at 4:20 AM, Sean wrote: > Hi, > > I have 2 custom fields in Asset tracker, a project start date & end date. > Each server has this field. > > I also have RTx::Calendar installed, and it works great for tickets, but > does not work at all with Assets. I want to be able to query the AT > database for the start and end dates, and put them on the calendar. > > Is there a way to do this that I don't know about? Has anyone modified > RTx::calendar to be able to do this? > > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From eliezer.chavez at gmail.com Wed Dec 17 13:38:41 2008 From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=) Date: Wed, 17 Dec 2008 14:08:41 -0430 Subject: [rt-users] Latin Characters In-Reply-To: <20081217173703.GI6705@easter-eggs.com> References: <66d635aa0812170842k48e116b5gca49fdf8739d35da@mail.gmail.com> <20081217173703.GI6705@easter-eggs.com> Message-ID: <66d635aa0812171038h6eabb067i607f2cfd32adfdc6@mail.gmail.com> The issue only happens with content that its stored in the database SQL> select * from nls_database_parameters where parameter='NLS_CHARACTERSET'; PARAMETER VALUE ------------------------------ ---------------------------------------- NLS_CHARACTERSET WE8ISO8859P1 Best Regards! On Wed, Dec 17, 2008 at 1:07 PM, Emmanuel Lacour wrote: > On Wed, Dec 17, 2008 at 12:12:51PM -0430, Eliezer E Ch?vez wrote: > > Hi All > > > > I installed RT as a solution to remove Remedy's AR in my company, but i'm > > having some troubles displaying spanish accented characters like ? ? ? ? > ? > > or ?, so, if anybody has any ideas, will be very appreciated > > > > My install is > > > > Solaris 10 SPARC > > Perl 5.10 > > RT 3.8.1 > > Oracle 10.2.4 > > > > > Did you set "spanish" in your RT preferences to have the UI in spanish? > If so is the problem only with menu/buttons or with tickets > subject/contents? > > Do you have something like "AddDefaultCharset UTF-8" in your apache > configuration? > > > What is your database encoding? > (select * from nls_database_parameters where > parameter='NLS_CHARACTERSET';) > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Eliezer E Ch?vez +58-416-6125676 eliezer.chavez at gmail.com >>http://www.bumeran.com.ve/cv/eliezer-chavez -------------- next part -------------- An HTML attachment was scrubbed... URL: From brendon at brendon.com Wed Dec 17 14:29:03 2008 From: brendon at brendon.com (Brendon) Date: Wed, 17 Dec 2008 11:29:03 -0800 Subject: [rt-users] Continuous 500 errors In-Reply-To: <589c94400812111356y5ec08141wbc54f8b290aeb6f9@mail.gmail.com> References: <1223664877.12080.16.camel@snowcrash.liquidweb.com> <48EFAB61.1090805@vianet.ca> <1223667921.12080.23.camel@snowcrash.liquidweb.com> <1224261067.6055.18.camel@snowcrash.liquidweb.com> <48F8DFE1.5030105@ucrwcu.rwc.uc.edu> <1224271553.6055.41.camel@snowcrash.liquidweb.com> <4331.67.155.108.2.1229029273.squirrel@webmail.brendon.com> <589c94400812111356y5ec08141wbc54f8b290aeb6f9@mail.gmail.com> Message-ID: <494952FF.2050207@brendon.com> Hi- The problem persists after checking my schema and a few perl modules. I'm using the mailgate with httpS and I get intermittent segfaults from mason/apache and the promail logs show 500 errors. I found another thread that talked about mailgate causing segfaults and noauth disabled. I'm not quote sure what that meant, but I don't think thats exactly my issue. I'll be digging further. Any .02 would be helpful. _BB Ruslan Zakirov wrote: > Are you upgraded from earlier versions? Are you on mysql? If both > answers are 'yes' then you didn't read UPGRADING.mysql. I'm 75% sure > it's the reason. > > On Fri, Dec 12, 2008 at 12:01 AM, Brendon Baumgartner > wrote: > >> On Fri, October 17, 2008 11:25 am, scollins wrote: >> >>> Yes, I had already tried re-installing Text::Quoted as I had been >>> searching for an answer in the user list long before posting to it. Seems >>> there are a lot of similar issues but nothing exactly like mine. It's >>> either my system or the RT version I'm using (3.8.1) and it's not easy to >>> eliminate either of these on a production system just for trouble shooting >>> :( >>> >>> -steven >>> >> I'm also having this issue with 3.8.1. I usually notice it when calling RT >> with rt-mailgate. My procmail logs have the random error "500 Internal >> Server Error" >> >> I just noticed it today that some emails have been getting lost! >> -- >> _BB >> >> >> >>> On Fri, 2008-10-17 at 14:56 -0400, Drew Barnes wrote: >>> >>> >>>> Try searching list archives for segmentation faults: >>>> http://www.gossamer-threads.com/lists/engine?list=rt;do=search_results;s >>>> earch_forum=forum_3;search_string=segmentation%20fault;search_type=AND& >>>> sb=post_time >>>> >>>> Could also be Text::Quoted needs re-install. I also see some mysql >>>> possibilities in there. >>>> >>>> Good luck. >>>> >>>> >>>> >>>> scollins wrote: >>>> >>>>> This is getting very frustrating. I've completely re-installed a >>>>> fresh RT and database following the instructions at >>>>> http://wiki.bestpractical.com/view/RHEL4InstallGuide exactly. The only >>>>> exception is I'm using Module::Build 0.30 from cpan instead of the >>>>> old perl-Module-Build-0.2612-1.rhel4.noarch.rpm listed in the wiki. >>>>> All >>>>> other perl modules and rpms are consistant with the install guide. >>>>> >>>>> I am still seeing 500 errors randomly while navigating the RT >>>>> insterface: >>>>> >>>>> >>>>> [Fri Oct 17 11:57:43 2008] [error] [client myIP] FastCGI: incomplete >>>>> headers (0 bytes) received from server >>>>> "/opt/rt3/bin/mason_handler.fcgi", referer: >>>>> http://rt.mydomain.com/index.html >>>>> [Fri Oct 17 11:57:43 2008] [warn] FastCGI: server >>>>> "/opt/rt3/bin/mason_handler.fcgi" (pid 18996) terminated due to >>>>> uncaught signal '11' (Segmentation fault) [Fri Oct 17 11:57:45 2008] >>>>> [warn] FastCGI: server >>>>> "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 19036) >>>>> >>>>> >>>>> >>>>> I also set Set($LogStackTraces , 'debug'); in the RT_SiteConfig.pm >>>>> file but that does not seem to have yielded any usefull information >>>>> regarding the segfaults. I really need some help with this. RT is >>>>> completely unusable for me at this point. >>>>> >>>>> >>>>> -steven > > From Munsch at phillycarshare.org Wed Dec 17 14:46:30 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Wed, 17 Dec 2008 14:46:30 -0500 Subject: [rt-users] ClickableLinks wiki Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18DDE21B@pcsexch.phillycarshare.loc> Ruslan, I just noticed you fixed my wiki access when I wasn't looking. I went ahead and changed the ClickableLinks entry thusly: http://wiki.bestpractical.com/view/ClickableLinks If any extra set(s) of eyes could check it for errors, typos, or outright lies, I'd appreciate it. Thanks! ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From KFCrocker at lbl.gov Wed Dec 17 14:51:33 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 17 Dec 2008 11:51:33 -0800 Subject: [rt-users] RT permission question In-Reply-To: References: <4948186D.5020900@lbl.gov> Message-ID: <49495845.2050708@lbl.gov> Stephen, It merely says "Permission denied". I was looking at the groups he is in and found that he is in two groups. The first one (Alphabetically) is not allowed to create tickets in the target queue, but the second is. He already is the ticket owner and has "ModifyTicket" rights. I was wondering if RT checks group rights for a target queue and if the first one fails, doesn't bother to check any others? Just a thought. I'm going to do a test by adding the create rights to that first group. Kenn LBNL On 12/16/2008 1:17 PM, Stephen Turner wrote: > On Tue, 16 Dec 2008 16:06:53 -0500, Kenneth Crocker > wrote: > >> To all, >> >> >> I thought I understood most of the permission relationships in RT, >> but >> I find I'm a bit stumped with a problem I'm having. I know that to move >> a ticket from one queue to another queue that person/group initiating >> the move must have "SeeQueue" and "CreateTicket" rights for the intended >> queue. I have a situation where those rights are granted, but permission >> is denied. > > Kenn, > > Does the ticket actually get moved to the other queue? Also, exactly > what error message appears? > > Steve > From KFCrocker at lbl.gov Wed Dec 17 15:22:24 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 17 Dec 2008 12:22:24 -0800 Subject: [rt-users] RT permission question In-Reply-To: References: <4948186D.5020900@lbl.gov> Message-ID: <49495F80.9090407@lbl.gov> Stephen, I tried the following tests: 1) added rights to the first group for target queue. No Joy. 2) tried to have owner move ticket to a queue that allowed any privileged user to "CreateTicket". Also no joy. I'm dumbfounded. He IS a privileged user or I wouldn't be able to have him in a group. Of course, I checked anyway. Kenn LBNL On 12/16/2008 1:17 PM, Stephen Turner wrote: > On Tue, 16 Dec 2008 16:06:53 -0500, Kenneth Crocker > wrote: > >> To all, >> >> >> I thought I understood most of the permission relationships in RT, >> but >> I find I'm a bit stumped with a problem I'm having. I know that to move >> a ticket from one queue to another queue that person/group initiating >> the move must have "SeeQueue" and "CreateTicket" rights for the intended >> queue. I have a situation where those rights are granted, but permission >> is denied. > > Kenn, > > Does the ticket actually get moved to the other queue? Also, exactly > what error message appears? > > Steve > From sturner at MIT.EDU Wed Dec 17 15:27:38 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 17 Dec 2008 15:27:38 -0500 Subject: [rt-users] RT permission question In-Reply-To: <49495F80.9090407@lbl.gov> References: <4948186D.5020900@lbl.gov> <49495F80.9090407@lbl.gov> Message-ID: On Wed, 17 Dec 2008 15:22:24 -0500, Kenneth Crocker wrote: > Stephen, > > > I tried the following tests: > > 1) added rights to the first group for target queue. No Joy. > 2) tried to have owner move ticket to a queue that allowed any > privileged user to "CreateTicket". Also no joy. > I'm dumbfounded. He IS a privileged user or I wouldn't be able to have > him in a group. Of course, I checked anyway. > > > Kenn > LBNL > Kenn, Does your user have ModifyTicket on the "from" queue? One way to really get to the bottom of this is a Perl script that (logged on as your user) uses the API to read the ticket and attempts to change the queue. Stepping through the code using the debugger should show you exactly where the "permission denied" is happening and should help you figure out why. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From Munsch at phillycarshare.org Wed Dec 17 15:41:36 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Wed, 17 Dec 2008 15:41:36 -0500 Subject: [rt-users] No reply to requestors on resolve, even if chosen Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18DDE25D@pcsexch.phillycarshare.loc> I can't seem to get a reply sent out to requestors when a ticket is Resolved. The dropdown defaults to Comment, yes, but even when I choose Reply To , Requestor doesn't get it. Others do: Admincc, frex, gets notified when I choose 'requestors and Adminccs," but Requestor doesn't. I tried scrip'ing it two different ways, but there doesn't seem to be a transaction type of 'resolve' and checking for ticket status didn't seem to work, since at the time it's checked, it isn't resolved yet. I need to scrip it, because I have an exception list of automated systems that should never get any messages of any kind. For ticket creation, I'm using http://wiki.bestpractical.com/view/OnCreateAutoReplyException and tried modifying that to make a OnResolve scrip: but that's when I ran into the dual edge of no-resolve-transaction / not-resolved-status. Any ideas? ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From lewsmind at gmail.com Wed Dec 17 15:38:04 2008 From: lewsmind at gmail.com (Lewis Riley) Date: Wed, 17 Dec 2008 15:38:04 -0500 Subject: [rt-users] Asset Shredder not working in RT 3.8.1 Message-ID: I've been able to get Asset Tracker working fairly well in RT 3.8.1, but Asset Shredder returns the following error when trying to wipeout assets: Can't locate object method "SetResolvers" via package "RT::Shredder::Plugin::Assets" at /opt/rt3/share/html/Admin/Tools/Shredder/index.html line 152. I'm not sure where to begin with this, and would appreciate any suggestions. Thanks, -Lewis -------------- next part -------------- An HTML attachment was scrubbed... URL: From cfairman at epgy.stanford.edu Wed Dec 17 16:57:31 2008 From: cfairman at epgy.stanford.edu (Carolyn Fairman) Date: Wed, 17 Dec 2008 13:57:31 -0800 Subject: [rt-users] text box text forced to bottom? References: Message-ID: Hi, Is there something simple I can set that permits 1. Text entered in a Reply or Comment to be inserted at the top of the text box (above any quoted text)? 2. RTFM articles inserted at the top of the text box, again to be above any quoted text? Is there a simple config option in RT I'm missing? Something I can set in RT_SiteConfig.om? Please help! Users don't like the current set up where the cursor is forced to the bottom of the text box. I went through RT_Config.pm and didn't see a flag for 'insert at top' or 'insert at bottom'.... Carolyn On Dec 5, 2008, at 11:23 AM, Carolyn Fairman wrote: > When users click Reply and then start to type their response in the > text box, the text gets forced to the bottom of the box. > > Is there a setting I missed to permit typing to go at the top of the > box if that's where the cursor is? > > It also jumps to a wide line spacing but we can live with that. > > Carolyn > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From travis at slac.stanford.edu Wed Dec 17 17:12:46 2008 From: travis at slac.stanford.edu (Travis Brooks) Date: Wed, 17 Dec 2008 14:12:46 -0800 Subject: [rt-users] text box text forced to bottom? In-Reply-To: References: Message-ID: <1229551966.10783.27.camel@liblin7.slac.stanford.edu> The way we did this in 3.6 (though, ironically, I don't really like top-posting...) was to create a local/html/Elements/MessageBox that differed from the original via the following patch. (I believe this took care of the cursor too, if it doesn't, let me know and I'll look up how we did that.) Best, Travis --- share/html/Elements/MessageBox 2006-06-19 15:44:04.000000000 -0700 +++ local/html/Elements/MessageBox 2007-07-27 17:29:55.000000000 -0700 @@ -43,8 +43,7 @@ %# those contributions and any derivatives thereof. %# %# END BPS TAGGED BLOCK }}} - -<%INIT> + <%INIT> my $message = ''; @@ -56,7 +55,7 @@ my $signature = ''; if ($IncludeSignature && $session{'CurrentUser'}->UserObj->Signature) { - $signature = "-- \n".$session{'CurrentUser'}->UserObj->Signature; + $signature = "-- \n".$session{'CurrentUser'}->UserObj->Signature."\n\n"; } On Wed, 2008-12-17 at 13:57 -0800, Carolyn Fairman wrote: > Hi, > > Is there something simple I can set that permits > > 1. Text entered in a Reply or Comment to be inserted at the top of the > text box (above any quoted text)? > > 2. RTFM articles inserted at the top of the text box, again to be > above any quoted text? > > Is there a simple config option in RT I'm missing? Something I can > set in RT_SiteConfig.om? > > Please help! Users don't like the current set up where the cursor is > forced to the bottom of the text box. I went through RT_Config.pm and > didn't see a flag for 'insert at top' or 'insert at bottom'.... > > Carolyn > > > > > On Dec 5, 2008, at 11:23 AM, Carolyn Fairman wrote: > > > When users click Reply and then start to type their response in the > > text box, the text gets forced to the bottom of the box. > > > > Is there a setting I missed to permit typing to go at the top of the > > box if that's where the cursor is? > > > > It also jumps to a wide line spacing but we can live with that. > > > > Carolyn > > > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Wed Dec 17 18:12:15 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 17 Dec 2008 15:12:15 -0800 Subject: [rt-users] RT permission question In-Reply-To: References: <4948186D.5020900@lbl.gov> <49495F80.9090407@lbl.gov> Message-ID: <4949874F.9050801@lbl.gov> Stephen, Here's another interesting test result; I had this same user create a ticket in MY queue, which allows any privileged user the "SeeQueue" and "CreateTicket" rights. Then I had this person create a ticket in his own queue, make himself owner and then try to move it to my queue, No joy.????? Kenn LBNL On 12/17/2008 12:27 PM, Stephen Turner wrote: > On Wed, 17 Dec 2008 15:22:24 -0500, Kenneth Crocker > wrote: > >> Stephen, >> >> >> I tried the following tests: >> >> 1) added rights to the first group for target queue. No Joy. >> 2) tried to have owner move ticket to a queue that allowed any >> privileged user to "CreateTicket". Also no joy. >> I'm dumbfounded. He IS a privileged user or I wouldn't be able to >> have >> him in a group. Of course, I checked anyway. >> >> >> Kenn >> LBNL >> > > Kenn, > > Does your user have ModifyTicket on the "from" queue? > > One way to really get to the bottom of this is a Perl script that > (logged on as your user) uses the API to read the ticket and attempts to > change the queue. Stepping through the code using the debugger should > show you exactly where the "permission denied" is happening and should > help you figure out why. > > Steve > From eliezer.chavez at gmail.com Wed Dec 17 18:38:07 2008 From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=) Date: Wed, 17 Dec 2008 19:08:07 -0430 Subject: [rt-users] No reply to requestors on resolve, even if chosen In-Reply-To: <112A77B7EB8C584FBD7F05CA4B499D18DDE25D@pcsexch.phillycarshare.loc> References: <112A77B7EB8C584FBD7F05CA4B499D18DDE25D@pcsexch.phillycarshare.loc> Message-ID: <66d635aa0812171538t324a00b8y271e7a2b5c88ee90@mail.gmail.com> could be sendmail? On Wed, Dec 17, 2008 at 4:11 PM, Robert Munsch wrote: > I can't seem to get a reply sent out to requestors when a ticket is > Resolved. The dropdown defaults to Comment, yes, but even when I choose > Reply To , Requestor doesn't get it. Others do: Admincc, frex, > gets notified when I choose 'requestors and Adminccs," but Requestor > doesn't. > > > > I tried scrip'ing it two different ways, but there doesn't seem to be a > transaction type of 'resolve' and checking for ticket status didn't seem to > work, since at the time it's checked, it isn't resolved yet. > > > > I need to scrip it, because I have an exception list of automated systems > that should never get any messages of any kind. For ticket creation, I'm > using > > http://wiki.bestpractical.com/view/OnCreateAutoReplyException > > and tried modifying that to make a OnResolve scrip: but that's when I ran > into the dual edge of no-resolve-transaction / not-resolved-status. > > > > Any ideas? > > > > ------------------------ > > Rob Munsch > > IT Administrator > > http://www.Philly*Car*Share.org > > *Our* wheels. *Your* freedom. > > 215-730-0988 x131 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Eliezer E Ch?vez +58-416-6125676 eliezer.chavez at gmail.com >>http://www.bumeran.com.ve/cv/eliezer-chavez -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Thu Dec 18 03:03:30 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 18 Dec 2008 09:03:30 +0100 Subject: [rt-users] Latin Characters In-Reply-To: <20081217173703.GI6705@easter-eggs.com> References: <66d635aa0812170842k48e116b5gca49fdf8739d35da@mail.gmail.com> <20081217173703.GI6705@easter-eggs.com> Message-ID: <494A03D2.9090502@mococo.nl> Hello Eliezer, >> I installed RT as a solution to remove Remedy's AR in my company, but i'm >> having some troubles displaying spanish accented characters like ? ? ? ? ? >> or ?, so, if anybody has any ideas, will be very appreciated >> > Do you have something like "AddDefaultCharset UTF-8" in your apache > configuration? > I'm running RT also with Oracle as a backend and I modified my /etc/init.d/apache2. The first couple of lines read as follows: == #!/bin/sh -e # # apache2 This init.d script is used to start apache2. # It basically just calls apache2ctl. ENV="env -i LANG=C PATH=/usr/local/bin:/usr/bin:/bin NLS_LANG=AMERICAN_AMERICA.UTF8" == Notice the NLS_LANG at the end. That solved my problems with accented characters in the database. Specifying it in httpd.conf might work. I never have tried it. If you don't specify NLS_LANG in you environment the OCI (DBD::Oracle) will fallback to the OS default which for most of us will be LANG=C which doesn't know about accented characters. Correct me if I'm wrong. Regards, Joop From torben.nehmer at cancom.de Thu Dec 18 03:09:19 2008 From: torben.nehmer at cancom.de (Nehmer Torben) Date: Thu, 18 Dec 2008 09:09:19 +0100 Subject: [rt-users] Questions about 3.8.1 MakeClicky (doesn't work here) Message-ID: <2100343CC6E60840AE5A814BA8A09CE0070F4CA3@jetex001.int.cancom.de> Hello together, I am currently trying to get MakeClicky running but with no success. Originally, I planned to use a callback to allow for some linking (SVN Revisions and such). To start with, I used the example Callback along with the standard HTTPURL tool: /opt/rt3/etc/RT_SiteConfig.pm: Set(@Active_MakeClicky, qw('httpurl', 'ticket_link') ); /opt/rt3/local/html/Callbacks/Elements/MakeClicky/Default <%ARGS> $types => [] $actions => {} <%INIT> my $web_path = RT->Config->Get('WebPath'); # Action takes TicketId as Argument and returns Ticket Link: $a ctions->{'link_ticket'} = sub { my %args = @_; my $id = $args{'all_matches'}[1]; return qq{$args{value}}; }; # add the Action to the list push @$types, { name => 'ticket_link', regex => qr{#(\d+)}i, action => 'link_ticket' }; Now I have created a ticket with the following text: http://www.nehmer.net/ https://www.nehmer.net #1234 Apache 2 (using mod_perl) has been restarted. Unfortunalety, when looking at the ticket in question, there is no link whatsoever. By the way: Does the callback has to be named "Default" or can I make multiple freely named files (e.g. "ticket_link" and "subversion_link") in the same location? Also, can I introduce configuration options in some way for my callback, for example a subversion repository base URL to be used in the linking? Thanks in advance for any help! Yours sincerely, 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! -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Thu Dec 18 04:25:50 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 18 Dec 2008 10:25:50 +0100 Subject: [rt-users] Latin Characters In-Reply-To: <66d635aa0812171038h6eabb067i607f2cfd32adfdc6@mail.gmail.com> References: <66d635aa0812170842k48e116b5gca49fdf8739d35da@mail.gmail.com> <20081217173703.GI6705@easter-eggs.com> <66d635aa0812171038h6eabb067i607f2cfd32adfdc6@mail.gmail.com> Message-ID: <20081218092550.GC6442@easter-eggs.com> On Wed, Dec 17, 2008 at 02:08:41PM -0430, Eliezer E Ch?vez wrote: > The issue only happens with content that its stored in the database > > SQL> select * from nls_database_parameters where > parameter='NLS_CHARACTERSET'; > > PARAMETER VALUE > ------------------------------ ---------------------------------------- > NLS_CHARACTERSET WE8ISO8859P1 > Should be enough for most spanish chars, but RT is supposed to be full UTF-8, so I suggest you to dump/restore the database and do this before import: export NLS_LANG="AMERICAN_AMERICA.AL32UTF8" export NLS_NCHAR="AL32UTF8" Also, really check that you have a default charset UTF-8 in your apache config for your vhost, in doubt add: AddDefaultCharset UTF-8 From elacour at easter-eggs.com Thu Dec 18 04:28:13 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 18 Dec 2008 10:28:13 +0100 Subject: [rt-users] Latin Characters In-Reply-To: <494A03D2.9090502@mococo.nl> References: <66d635aa0812170842k48e116b5gca49fdf8739d35da@mail.gmail.com> <20081217173703.GI6705@easter-eggs.com> <494A03D2.9090502@mococo.nl> Message-ID: <20081218092813.GD6442@easter-eggs.com> On Thu, Dec 18, 2008 at 09:03:30AM +0100, Joop wrote: > Hello Eliezer, > > >> I installed RT as a solution to remove Remedy's AR in my company, but i'm > >> having some troubles displaying spanish accented characters like ? ? ? ? ? > >> or ?, so, if anybody has any ideas, will be very appreciated > >> > > Do you have something like "AddDefaultCharset UTF-8" in your apache > > configuration? > > > > I'm running RT also with Oracle as a backend and I modified my > /etc/init.d/apache2. The first couple of lines read as follows: > == > #!/bin/sh -e > # > # apache2 This init.d script is used to start apache2. > # It basically just calls apache2ctl. > > ENV="env -i LANG=C PATH=/usr/local/bin:/usr/bin:/bin > NLS_LANG=AMERICAN_AMERICA.UTF8" > == > Shouldn't be needed as this is explicitely defined in RT (lib/RT/Handle.pm): sub Connect { my $self = shift; my $db_type = RT->Config->Get('DatabaseType'); if ( $db_type eq 'Oracle' ) { $ENV{'NLS_LANG'} = "AMERICAN_AMERICA.AL32UTF8"; $ENV{'NLS_NCHAR'} = "AL32UTF8"; } The AddDefaultCharset in apache config is not for database connection, but for http headers. From anikolaev at ot.ru Thu Dec 18 03:51:34 2008 From: anikolaev at ot.ru (=?UTF-8?B?0J3QuNC60L7Qu9Cw0LXQsiDQkNC70LXQutGB0LDQvdC00YA=?=) Date: Thu, 18 Dec 2008 11:51:34 +0300 Subject: [rt-users] transactions from rt-crontool Message-ID: <494A0F16.1070901@ot.ru> Hi All, When i use rt-crontool to perform some actions on ticket, it leaves some records about transactions in ticket. For example, if i set priority(i.e. use RT::Action::SetPriority in crontool) or something, i(and users) see something like "Fri Dec 12 13:14:32 2008 root - Priority changed from '3' to '1'" i.e. priority was set by root, not RT_System. Is it possible to make rt-crontool working as RT_System? How can i do it? Thanks in advance :) -- Regards, Alex Nikolaev anikolaev at ot.ru From fredb at modernp.com Thu Dec 18 08:05:44 2008 From: fredb at modernp.com (Fred Blaise) Date: Thu, 18 Dec 2008 14:05:44 +0100 Subject: [rt-users] Attachment issue (not related to update or else) Message-ID: <494A4AA8.5040901@modernp.com> Hi, I got a problematic attachment problem. Files attached are corrupted, and picture files simple show a link to the picture, but no picture. Sounds like deja-vu right? I run RT 3.6.7 on a gentoo system, mysql-5.0.54. The only things I can see in the logs that could indicate a problem whatsoever is: [Thu Dec 18 10:25:26 2008] [warning]: Encode::Guess failed: decoder is undefined; fallback to iso-8859-1 (//var/www/localhost/rt-3.6.7/lib/RT/I18N.pm:436) The tables in the RT database were latin1 charset. I tried to alter all tables to UTF8, but then, attachments do not even get into the database anymore (only their reference so to speak, but no binary data). My RT_config.pm shows: @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings); I also tried to move around the utf-8 and iso-8859-1 values, but nothing better. What else can I try to make them work? I saw quite some stuff about updates on the DB when going to 3.8, but nothing that would concern me apparently. Thanks for any pointers. fred From ruslan.zakirov at gmail.com Thu Dec 18 08:31:15 2008 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 18 Dec 2008 16:31:15 +0300 Subject: [rt-users] Attachment issue (not related to update or else) In-Reply-To: <494A4AA8.5040901@modernp.com> References: <494A4AA8.5040901@modernp.com> Message-ID: <589c94400812180531n4529d0f5w558c85e9c34d6fcf@mail.gmail.com> On Thu, Dec 18, 2008 at 4:05 PM, Fred Blaise wrote: > Hi, > > I got a problematic attachment problem. Files attached are corrupted, > and picture files simple show a link to the picture, but no picture. > Sounds like deja-vu right? > > I run RT 3.6.7 on a gentoo system, mysql-5.0.54. > > The only things I can see in the logs that could indicate a problem > whatsoever is: > [Thu Dec 18 10:25:26 2008] [warning]: Encode::Guess failed: decoder is > undefined; fallback to iso-8859-1 > (//var/www/localhost/rt-3.6.7/lib/RT/I18N.pm:436) This warning string is issued when an incoming message has a text part and this part has no information about encoding of the text. RT tries to guess as it has to convert it into UTF8. It has nothing to do with images or other binary attachments. > > The tables in the RT database were latin1 charset. I tried to alter all > tables to UTF8, but then, attachments do not even get into the database > anymore (only their reference so to speak, but no binary data). It was bad idea. Proper upgrade to 3.8 can fix this. You can use half-measure and convert Attachments.Content, ObjectCustomFieldValues.LargeContent and sessions.a_session to corresponding BLOBs (LONGTEXT to LONGBLOB, TEXT to BLOB and so on). > > My RT_config.pm shows: > @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless > (@EmailInputEncodings); Again, it's related to text parts only. When RT sees no information about encoding it uses these encodings to guess encoding of the email. > > I also tried to move around the utf-8 and iso-8859-1 values, but nothing > better. > > What else can I try to make them work? I saw quite some stuff about > updates on the DB when going to 3.8, but nothing that would concern me > apparently. > > Thanks for any pointers. > fred -- Best regards, Ruslan. From fredb at modernp.com Thu Dec 18 08:34:12 2008 From: fredb at modernp.com (Fred Blaise) Date: Thu, 18 Dec 2008 14:34:12 +0100 Subject: [rt-users] Attachment issue (not related to update or else) In-Reply-To: <589c94400812180531n4529d0f5w558c85e9c34d6fcf@mail.gmail.com> References: <494A4AA8.5040901@modernp.com> <589c94400812180531n4529d0f5w558c85e9c34d6fcf@mail.gmail.com> Message-ID: <494A5154.5070506@modernp.com> Hello Ruslan, Yes, that's what I just ended up doing. I transformed the longtext of the Attachment.content to longblob, and attachments are working now :) Thank you. fred Ruslan Zakirov wrote: > On Thu, Dec 18, 2008 at 4:05 PM, Fred Blaise wrote: > >> Hi, >> >> I got a problematic attachment problem. Files attached are corrupted, >> and picture files simple show a link to the picture, but no picture. >> Sounds like deja-vu right? >> >> I run RT 3.6.7 on a gentoo system, mysql-5.0.54. >> >> The only things I can see in the logs that could indicate a problem >> whatsoever is: >> [Thu Dec 18 10:25:26 2008] [warning]: Encode::Guess failed: decoder is >> undefined; fallback to iso-8859-1 >> (//var/www/localhost/rt-3.6.7/lib/RT/I18N.pm:436) >> > This warning string is issued when an incoming message has a text part > and this part has no information about encoding of the text. RT tries > to guess as it has to convert it into UTF8. It has nothing to do with > images or other binary attachments. > > >> The tables in the RT database were latin1 charset. I tried to alter all >> tables to UTF8, but then, attachments do not even get into the database >> anymore (only their reference so to speak, but no binary data). >> > > It was bad idea. > > Proper upgrade to 3.8 can fix this. You can use half-measure and > convert Attachments.Content, ObjectCustomFieldValues.LargeContent and > sessions.a_session to corresponding BLOBs (LONGTEXT to LONGBLOB, TEXT > to BLOB and so on). > > >> My RT_config.pm shows: >> @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless >> (@EmailInputEncodings); >> > > Again, it's related to text parts only. When RT sees no information > about encoding it uses these encodings to guess encoding of the email. > > >> I also tried to move around the utf-8 and iso-8859-1 values, but nothing >> better. >> >> What else can I try to make them work? I saw quite some stuff about >> updates on the DB when going to 3.8, but nothing that would concern me >> apparently. >> >> Thanks for any pointers. >> fred >> > > From Paul_OLeary at breconridge.com Thu Dec 18 10:46:03 2008 From: Paul_OLeary at breconridge.com (O'Leary, Paul) Date: Thu, 18 Dec 2008 10:46:03 -0500 Subject: [rt-users] RT380: Adding custom Status Message-ID: <441943649C17D84E8262B5B2E9A4CAE4542DD4@kbexch02.corp.breconridge.com> Hello, I am moving from 363 to 380 and in the process need to add in a custom Status that was previously created in out 363 environment. I was not the person who implemented the 363 version, so I am not aware of the details for the changes. I have seen that there are a few arrays that need to be update in RT config files, as well as seeing many new version of files under RT_HOME/local/html. I was wondering if there is any documentation or links that guide you through added a custom status entry. I just don't want to hack away at it, and miss something if there is already docs available. Cheers Paul "This email is confidential. Any unauthorized use or disclosure is strictly prohibited." -------------- next part -------------- An HTML attachment was scrubbed... URL: From Munsch at phillycarshare.org Thu Dec 18 10:47:17 2008 From: Munsch at phillycarshare.org (Robert Munsch) Date: Thu, 18 Dec 2008 10:47:17 -0500 Subject: [rt-users] No reply to requestors on resolve, even if chosen References: <112A77B7EB8C584FBD7F05CA4B499D18DDE25D@pcsexch.phillycarshare.loc> <66d635aa0812171538t324a00b8y271e7a2b5c88ee90@mail.gmail.com> Message-ID: <112A77B7EB8C584FBD7F05CA4B499D18E28C38@pcsexch.phillycarshare.loc> Postfix actually, but I don't see how: autoreplies on create *are* going out as per my scrip, and like I said, AdminCCs go out correctly on resolve. The Requestor just never gets a copy on resolve, even if I choose it from the dropdown, and there's no attempt to do so: RT apparently thinks it shouldn't. I altered the built-in reply on resolve scrip. Does it use this to send that reply? By 'altered' I apparently mean 'broke.' ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 ________________________________ From: Eliezer E Ch?vez [mailto:eliezer.chavez at gmail.com] Sent: Wednesday, December 17, 2008 6:38 PM To: Robert Munsch Cc: RT-Users at lists.bestpractical.com Subject: Re: [rt-users] No reply to requestors on resolve, even if chosen could be sendmail? On Wed, Dec 17, 2008 at 4:11 PM, Robert Munsch wrote: I can't seem to get a reply sent out to requestors when a ticket is Resolved. The dropdown defaults to Comment, yes, but even when I choose Reply To , Requestor doesn't get it. Others do: Admincc, frex, gets notified when I choose 'requestors and Adminccs," but Requestor doesn't. I tried scrip'ing it two different ways, but there doesn't seem to be a transaction type of 'resolve' and checking for ticket status didn't seem to work, since at the time it's checked, it isn't resolved yet. I need to scrip it, because I have an exception list of automated systems that should never get any messages of any kind. For ticket creation, I'm using http://wiki.bestpractical.com/view/OnCreateAutoReplyException and tried modifying that to make a OnResolve scrip: but that's when I ran into the dual edge of no-resolve-transaction / not-resolved-status. Any ideas? ------------------------ Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Eliezer E Ch?vez +58-416-6125676 eliezer.chavez at gmail.com >>http://www.bumeran.com.ve/cv/eliezer-chavez -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Robert Munsch.vcf Type: text/x-vcard Size: 141 bytes Desc: Robert Munsch.vcf URL: From alberto.villanueva at altran.es Thu Dec 18 10:50:33 2008 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Thu, 18 Dec 2008 16:50:33 +0100 Subject: [rt-users] RT380: Adding custom Status In-Reply-To: <441943649C17D84E8262B5B2E9A4CAE4542DD4@kbexch02.corp.breconridge.com> References: <441943649C17D84E8262B5B2E9A4CAE4542DD4@kbexch02.corp.breconridge.com> Message-ID: This will help you :-) http://wiki.bestpractical.com/view/CustomStatuses Regards, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es _____ size=2 width="100%" align=center> De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de O'Leary, Paul Enviado el: jueves, 18 de diciembre de 2008 16:46 Para: rt-users at lists.bestpractical.com CC: poleary1 at gmail.com Asunto: [rt-users] RT380: Adding custom Status Hello, I am moving from 363 to 380 and in the process need to add in a custom Status that was previously created in out 363 environment. I was not the person who implemented the 363 version, so I am not aware of the details for the changes. I have seen that there are a few arrays that need to be update in RT config files, as well as seeing many new version of files under RT_HOME/local/html. I was wondering if there is any documentation or links that guide you through added a custom status entry. I just don't want to hack away at it, and miss something if there is already docs available. Cheers Paul "This email is confidential. Any unauthorized use or disclosure is strictly prohibited." -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3874 bytes Desc: not available URL: From Paul_OLeary at breconridge.com Thu Dec 18 11:05:09 2008 From: Paul_OLeary at breconridge.com (O'Leary, Paul) Date: Thu, 18 Dec 2008 11:05:09 -0500 Subject: [rt-users] RT380: Adding custom Status In-Reply-To: References: <441943649C17D84E8262B5B2E9A4CAE4542DD4@kbexch02.corp.breconridge.com> Message-ID: <441943649C17D84E8262B5B2E9A4CAE4542DD5@kbexch02.corp.breconridge.com> Thanks, I had seen this before and used to initially to test my status. I am adding a "Complete" status to my tickets in addition to resolved. It does indeed add the status to the list of statuses in the drop down menu, but it does not show the "Complete" link in pages that show Open, Resolve, etc. For example the RT at a Glance Quick Search shows only New Open and Stalled, it does not have my Complete column. Also the main ticket display page show Open, Comment, Reply and Resolve as links at the top of the ticket. I would like to have my Complete show there as well. I assume this is where all the local html files come into play to override the defaults. I am looking for a list of files I guess that need to be editing to add the functionality I describe. Sorry if I wasn't clear on what I was looking for. In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of stuff in it, but that doesn't exist on 380 under RTHOME/share/html as it does in 363. There also appears to be several pages under the Elements directory that have changed. Is there a list that shows which files would need to be edited? Or a procedure to follow to add this functionality? Again, many thanks. ________________________________ From: Alberto Villanueva [mailto:alberto.villanueva at altran.es] Sent: Thursday, December 18, 2008 10:51 AM To: O'Leary, Paul; rt-users at lists.bestpractical.com Cc: poleary1 at gmail.com Subject: RE: [rt-users] RT380: Adding custom Status This will help you :-) http://wiki.bestpractical.com/view/CustomStatuses Regards, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es "This email is confidential. Any unauthorized use or disclosure is strictly prohibited." "This email is confidential. Any unauthorized use or disclosure is strictly prohibited." -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3874 bytes Desc: image001.jpg URL: From Paul_OLeary at breconridge.com Thu Dec 18 11:19:07 2008 From: Paul_OLeary at breconridge.com (O'Leary, Paul) Date: Thu, 18 Dec 2008 11:19:07 -0500 Subject: [rt-users] RT380: Adding custom Status In-Reply-To: References: <441943649C17D84E8262B5B2E9A4CAE4542DD4@kbexch02.corp.breconridge.com> <441943649C17D84E8262B5B2E9A4CAE4542DD5@kbexch02.corp.breconridge.com> Message-ID: <441943649C17D84E8262B5B2E9A4CAE4542DD6@kbexch02.corp.breconridge.com> I have done the same, putting the following into my RT_SiteConfig.pm file # Add the custom status for Complete to config Set(@ActiveStatus, qw(new assesing assessed open stalled complete)); Set(@InactiveStatus, qw(resolved rejected deleted)); Did an httpd restart which restarted apache ok. But I still cannot see the complete status on any of the pages? Is there anything in the RT cache that may need to be cleared out? Mason_data? Cheers Paul ________________________________ From: Alberto Villanueva [mailto:alberto.villanueva at altran.es] Sent: Thursday, December 18, 2008 11:14 AM To: O'Leary, Paul Subject: RE: [rt-users] RT380: Adding custom Status I have resolved the same problem to writing the "RT_SiteConfig.pm" file, and restarting apache. Set(@ActiveStatus, qw(new open stalled )); Set(@InactiveStatus, qw(resolved rejected deleted)); Regards, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es
De: O'Leary, Paul [mailto:Paul_OLeary at breconridge.com] Enviado el: jueves, 18 de diciembre de 2008 17:05 Para: Alberto Villanueva; rt-users at lists.bestpractical.com CC: poleary1 at gmail.com Asunto: RE: [rt-users] RT380: Adding custom Status Thanks, I had seen this before and used to initially to test my status. I am adding a "Complete" status to my tickets in addition to resolved. It does indeed add the status to the list of statuses in the drop down menu, but it does not show the "Complete" link in pages that show Open, Resolve, etc. For example the RT at a Glance Quick Search shows only New Open and Stalled, it does not have my Complete column. Also the main ticket display page show Open, Comment, Reply and Resolve as links at the top of the ticket. I would like to have my Complete show there as well. I assume this is where all the local html files come into play to override the defaults. I am looking for a list of files I guess that need to be editing to add the functionality I describe. Sorry if I wasn't clear on what I was looking for. In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of stuff in it, but that doesn't exist on 380 under RTHOME/share/html as it does in 363. There also appears to be several pages under the Elements directory that have changed. Is there a list that shows which files would need to be edited? Or a procedure to follow to add this functionality? Again, many thanks. ________________________________ From: Alberto Villanueva [mailto:alberto.villanueva at altran.es] Sent: Thursday, December 18, 2008 10:51 AM To: O'Leary, Paul; rt-users at lists.bestpractical.com Cc: poleary1 at gmail.com Subject: RE: [rt-users] RT380: Adding custom Status This will help you :-) http://wiki.bestpractical.com/view/CustomStatuses Regards, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es "This email is confidential. Any unauthorized use or disclosure is strictly prohibited." "This email is confidential. Any unauthorized use or disclosure is strictly prohibited." "This email is confidential. Any unauthorized use or disclosure is strictly prohibited." -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3874 bytes Desc: image001.jpg URL: From alberto.villanueva at altran.es Thu Dec 18 11:30:21 2008 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Thu, 18 Dec 2008 17:30:21 +0100 Subject: [rt-users] RT380: Adding custom Status In-Reply-To: <441943649C17D84E8262B5B2E9A4CAE4542DD6@kbexch02.corp.breconridge.com> References: <441943649C17D84E8262B5B2E9A4CAE4542DD4@kbexch02.corp.breconridge.com> <441943649C17D84E8262B5B2E9A4CAE4542DD5@kbexch02.corp.breconridge.com> <441943649C17D84E8262B5B2E9A4CAE4542DD6@kbexch02.corp.breconridge.com> Message-ID: I would try to write the same in the "RT_Config.pm" file, and you should remove these lines of the "RT_SiteConfig.pm" file. And. restart apache Good luck!! Regards, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es _____ size=2 width="100%" align=center> De: O'Leary, Paul [mailto:Paul_OLeary at breconridge.com] Enviado el: jueves, 18 de diciembre de 2008 17:19 Para: Alberto Villanueva CC: rt-users at lists.bestpractical.com Asunto: RE: [rt-users] RT380: Adding custom Status I have done the same, putting the following into my RT_SiteConfig.pm file # Add the custom status for Complete to config Set(@ActiveStatus, qw(new assesing assessed open stalled complete)); Set(@InactiveStatus, qw(resolved rejected deleted)); Did an httpd restart which restarted apache ok. But I still cannot see the complete status on any of the pages? Is there anything in the RT cache that may need to be cleared out? Mason_data? Cheers Paul _____ From: Alberto Villanueva [mailto:alberto.villanueva at altran.es] Sent: Thursday, December 18, 2008 11:14 AM To: O'Leary, Paul Subject: RE: [rt-users] RT380: Adding custom Status I have resolved the same problem to writing the "RT_SiteConfig.pm" file, and restarting apache. Set(@ActiveStatus, qw(new open stalled )); Set(@InactiveStatus, qw(resolved rejected deleted)); Regards, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es
De: O'Leary, Paul [mailto:Paul_OLeary at breconridge.com] Enviado el: jueves, 18 de diciembre de 2008 17:05 Para: Alberto Villanueva; rt-users at lists.bestpractical.com CC: poleary1 at gmail.com Asunto: RE: [rt-users] RT380: Adding custom Status Thanks, I had seen this before and used to initially to test my status. I am adding a "Complete" status to my tickets in addition to resolved. It does indeed add the status to the list of statuses in the drop down menu, but it does not show the "Complete" link in pages that show Open, Resolve, etc. For example the RT at a Glance Quick Search shows only New Open and Stalled, it does not have my Complete column. Also the main ticket display page show Open, Comment, Reply and Resolve as links at the top of the ticket. I would like to have my Complete show there as well. I assume this is where all the local html files come into play to override the defaults. I am looking for a list of files I guess that need to be editing to add the functionality I describe. Sorry if I wasn't clear on what I was looking for. In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of stuff in it, but that doesn't exist on 380 under RTHOME/share/html as it does in 363. There also appears to be several pages under the Elements directory that have changed. Is there a list that shows which files would need to be edited? Or a procedure to follow to add this functionality? Again, many thanks. _____ From: Alberto Villanueva [mailto:alberto.villanueva at altran.es] Sent: Thursday, December 18, 2008 10:51 AM To: O'Leary, Paul; rt-users at lists.bestpractical.com Cc: poleary1 at gmail.com Subject: RE: [rt-users] RT380: Adding custom Status This will help you :-) http://wiki.bestpractical.com/view/CustomStatuses Regards, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es "This email is confidential. Any unauthorized use or disclosure is strictly prohibited." "This email is confidential. Any unauthorized use or disclosure is strictly prohibited." "This email is confidential. Any unauthorized use or disclosure is strictly prohibited." -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3874 bytes Desc: not available URL: From barnesaw at ucrwcu.rwc.uc.edu Thu Dec 18 11:34:31 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 18 Dec 2008 11:34:31 -0500 Subject: [rt-users] RT380: Adding custom Status In-Reply-To: References: <441943649C17D84E8262B5B2E9A4CAE4542DD4@kbexch02.corp.breconridge.com> <441943649C17D84E8262B5B2E9A4CAE4542DD5@kbexch02.corp.breconridge.com> <441943649C17D84E8262B5B2E9A4CAE4542DD6@kbexch02.corp.breconridge.com> Message-ID: <494A7B97.3030409@ucrwcu.rwc.uc.edu> It is very bad practice to modify RT_Config rather than RT_SiteConfig since upgrades will overwrite RT_Config. ALL changes that are site-specific should go in RT_SiteConfig. To answer the question asked, I have a script that I run whenever I make changes to my RT: service httpd stop rm -rf /usr/local/rt3/var/mason_data/* service httpd start Alberto Villanueva wrote: > > I would try to write the same in the ?RT_Config.pm? file, and you > should remove these lines of the ?RT_SiteConfig.pm? file. > > And? restart apache > > Good luck!! > > Regards, > > ALBERTO VILLANUEVA VAL > > Consultor > > ____________________________________________ > > *Altran* > > ParqueEmpresarial Las Mercedes, Edificio 1 > C/ Campezo, 1. 28022 Madrid > Tel : + 34 91 744 46 00 > Fax: + 34 91 415 24 57 > > www.altran.es > > ------------------------------------------------------------------------ > size=2 width="100%" align=center> > > *De:* O'Leary, Paul [mailto:Paul_OLeary at breconridge.com] > *Enviado el:* jueves, 18 de diciembre de 2008 17:19 > *Para:* Alberto Villanueva > *CC:* rt-users at lists.bestpractical.com > *Asunto:* RE: [rt-users] RT380: Adding custom Status > > I have done the same, putting the following into my RT_SiteConfig.pm file > > # Add the custom status for Complete to config > > Set(@ActiveStatus, qw(new assesing assessed open stalled complete)); > > Set(@InactiveStatus, qw(resolved rejected deleted)); > > Did an httpd restart which restarted apache ok. But I still cannot see > the complete status on any of the pages? > > Is there anything in the RT cache that may need to be cleared out? > Mason_data? > > Cheers > > Paul > > ------------------------------------------------------------------------ > > *From:* Alberto Villanueva [mailto:alberto.villanueva at altran.es] > *Sent:* Thursday, December 18, 2008 11:14 AM > *To:* O'Leary, Paul > *Subject:* RE: [rt-users] RT380: Adding custom Status > > I have resolved the same problem to writing the ?RT_SiteConfig.pm? > file, and restarting apache. > > Set(@ActiveStatus, qw(new open stalled spaces as the others>)); > > Set(@InactiveStatus, qw(resolved rejected deleted)); > > Regards, > > > ALBERTO VILLANUEVA VAL > > Consultor > > ____________________________________________ > > *Altran* > > ParqueEmpresarial Las Mercedes, Edificio 1 > C/ Campezo, 1. 28022 Madrid > Tel : + 34 91 744 46 00 > Fax: + 34 91 415 24 57 > > www.altran.es > >
> > *De:* O'Leary, Paul [mailto:Paul_OLeary at breconridge.com] > *Enviado el:* jueves, 18 de diciembre de 2008 17:05 > *Para:* Alberto Villanueva; rt-users at lists.bestpractical.com > *CC:* poleary1 at gmail.com > *Asunto:* RE: [rt-users] RT380: Adding custom Status > > Thanks, I had seen this before and used to initially to test my > status. I am adding a ?Complete? status to my tickets in addition to > resolved. It does indeed add the status to the list of statuses in the > drop down menu, but it does not show the ?Complete? link in pages that > show Open, Resolve, etc. For example the RT at a Glance Quick Search > shows only New Open and Stalled, it does not have my Complete column. > Also the main ticket display page show Open, Comment, Reply and > Resolve as links at the top of the ticket. I would like to have my > Complete show there as well. I assume this is where all the local html > files come into play to override the defaults. I am looking for a list > of files I guess that need to be editing to add the functionality I > describe. Sorry if I wasn?t clear on what I was looking for. > > In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of > stuff in it, but that doesn?t exist on 380 under RTHOME/share/html as > it does in 363. There also appears to be several pages under the > Elements directory that have changed. > > Is there a list that shows which files would need to be edited? Or a > procedure to follow to add this functionality? > > Again, many thanks. > > ------------------------------------------------------------------------ > > *From:* Alberto Villanueva [mailto:alberto.villanueva at altran.es] > *Sent:* Thursday, December 18, 2008 10:51 AM > *To:* O'Leary, Paul; rt-users at lists.bestpractical.com > *Cc:* poleary1 at gmail.com > *Subject:* RE: [rt-users] RT380: Adding custom Status > > This will help you J > > http://wiki.bestpractical.com/view/CustomStatuses > > Regards, > > ALBERTO VILLANUEVA VAL > > Consultor > > ____________________________________________ > > *Altran* > > ParqueEmpresarial Las Mercedes, Edificio 1 > C/ Campezo, 1. 28022 Madrid > Tel : + 34 91 744 46 00 > Fax: + 34 91 415 24 57 > > www.altran.es > > "This email is confidential. Any unauthorized use or disclosure is > strictly prohibited." > > "This email is confidential. Any unauthorized use or disclosure is > strictly prohibited." > > "This email is confidential. Any unauthorized use or disclosure is > strictly prohibited." > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From murphy at genome.chop.edu Thu Dec 18 11:42:59 2008 From: murphy at genome.chop.edu (Kevin Murphy) Date: Thu, 18 Dec 2008 11:42:59 -0500 Subject: [rt-users] Upgrade 3.6 -> 3.8; database corruption? In-Reply-To: <589c94400812161321y5f3895dak8680dc1ec886b33d@mail.gmail.com> References: <49480359.2000305@genome.chop.edu> <494817C8.2020607@genome.chop.edu> <589c94400812161321y5f3895dak8680dc1ec886b33d@mail.gmail.com> Message-ID: <494A7D93.4050209@genome.chop.edu> Hi Ruslan, I don't know if you saw the end of my previous message in this thread, so here it is again (rt-validator 3.8.2rc1 output). There are many CachedGroupMembers problems. Should I attempt to allow rt-validator to fix them (if it can?) See also the seemingly unrelated SQL error. As mentioned previously, my RT database works fine with RT 3.6.X but produces the weird rights errors with 3.8.X. This database has been in use since 2003. There have been many RT and PostgreSQL upgrades since then, but there has never been a database problem, to my knowledge. I ran the rt-validator from 3.8.2rc1 on my 3.6.7 database, and this is what I got: *Name "RT::DatabaseType" used only once: possible typo at sbin/rt-validator line 133. Record #15423 in CachedGroupMembers references not existent record in CachedGroupMembers ImmediateParentId => '6585' => GroupId MemberId => '6329' => MemberId Via => '15420' => id* [... and 109 more like the previous ...] *Principal #22 is member of #6585 when #6585 is member of #6166, but there is no cached GM record that 22 is member of #6166. * [... and 219 more like the previous ...] *[Wed Dec 17 15:59:28 2008] [warning]: DBD::Pg::st execute failed: ERROR: syntax error at or near "WHERE" LINE 4: WHERE ^ at sbin/rt-validator line 1060. (sbin/rt-validator:1060) [Wed Dec 17 15:59:28 2008] [crit]: couldn't execute SELECT m.id, g.id, g.Instance FROM Groups g JOIN Attachments m WHERE g.Domain = ? AND g.Type = ? AND g.id = m.Creator Error: ERROR: syntax error at or near "WHERE" LINE 4: WHERE ^ at sbin/rt-validator line 1060. (/usr/local/src/rt-3.8.2rc1/sbin/../lib/RT.pm:377) couldn't execute SELECT m.id, g.id, g.Instance FROM Groups g JOIN Attachments m WHERE g.Domain = ? AND g.Type = ? AND g.id = m.Creator Error: ERROR: syntax error at or near "WHERE" LINE 4: WHERE ^ at sbin/rt-validator line 1060.* -------------- next part -------------- An HTML attachment was scrubbed... URL: From alberto.villanueva at altran.es Thu Dec 18 11:50:46 2008 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Thu, 18 Dec 2008 17:50:46 +0100 Subject: [rt-users] RT380: Adding custom Status In-Reply-To: <494A7B97.3030409@ucrwcu.rwc.uc.edu> References: <441943649C17D84E8262B5B2E9A4CAE4542DD4@kbexch02.corp.breconridge.com> <441943649C17D84E8262B5B2E9A4CAE4542DD5@kbexch02.corp.breconridge.com> <441943649C17D84E8262B5B2E9A4CAE4542DD6@kbexch02.corp.breconridge.com> <494A7B97.3030409@ucrwcu.rwc.uc.edu> Message-ID: I am according of Drew. I have forgotten to say it. Sorry :( Furthermore, Drew's advice appears in the wiki many times. Once I had to do it in the RT_Config.pm file because the server was changed completely :( :( Regards, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -----Mensaje original----- De: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Enviado el: jueves, 18 de diciembre de 2008 17:35 Para: Alberto Villanueva CC: rt-users at lists.bestpractical.com Asunto: Re: [rt-users] RT380: Adding custom Status It is very bad practice to modify RT_Config rather than RT_SiteConfig since upgrades will overwrite RT_Config. ALL changes that are site-specific should go in RT_SiteConfig. To answer the question asked, I have a script that I run whenever I make changes to my RT: service httpd stop rm -rf /usr/local/rt3/var/mason_data/* service httpd start Alberto Villanueva wrote: > > I would try to write the same in the "RT_Config.pm" file, and you > should remove these lines of the "RT_SiteConfig.pm" file. > > And. restart apache > > Good luck!! > > Regards, > > ALBERTO VILLANUEVA VAL > > Consultor > > ____________________________________________ > > *Altran* > > ParqueEmpresarial Las Mercedes, Edificio 1 > C/ Campezo, 1. 28022 Madrid > Tel : + 34 91 744 46 00 > Fax: + 34 91 415 24 57 > > www.altran.es > > ------------------------------------------------------------------------ > size=2 width="100%" align=center> > > *De:* O'Leary, Paul [mailto:Paul_OLeary at breconridge.com] > *Enviado el:* jueves, 18 de diciembre de 2008 17:19 > *Para:* Alberto Villanueva > *CC:* rt-users at lists.bestpractical.com > *Asunto:* RE: [rt-users] RT380: Adding custom Status > > I have done the same, putting the following into my RT_SiteConfig.pm file > > # Add the custom status for Complete to config > > Set(@ActiveStatus, qw(new assesing assessed open stalled complete)); > > Set(@InactiveStatus, qw(resolved rejected deleted)); > > Did an httpd restart which restarted apache ok. But I still cannot see > the complete status on any of the pages? > > Is there anything in the RT cache that may need to be cleared out? > Mason_data? > > Cheers > > Paul > > ------------------------------------------------------------------------ > > *From:* Alberto Villanueva [mailto:alberto.villanueva at altran.es] > *Sent:* Thursday, December 18, 2008 11:14 AM > *To:* O'Leary, Paul > *Subject:* RE: [rt-users] RT380: Adding custom Status > > I have resolved the same problem to writing the "RT_SiteConfig.pm" > file, and restarting apache. > > Set(@ActiveStatus, qw(new open stalled spaces as the others>)); > > Set(@InactiveStatus, qw(resolved rejected deleted)); > > Regards, > > > ALBERTO VILLANUEVA VAL > > Consultor > > ____________________________________________ > > *Altran* > > ParqueEmpresarial Las Mercedes, Edificio 1 > C/ Campezo, 1. 28022 Madrid > Tel : + 34 91 744 46 00 > Fax: + 34 91 415 24 57 > > www.altran.es > >
> > *De:* O'Leary, Paul [mailto:Paul_OLeary at breconridge.com] > *Enviado el:* jueves, 18 de diciembre de 2008 17:05 > *Para:* Alberto Villanueva; rt-users at lists.bestpractical.com > *CC:* poleary1 at gmail.com > *Asunto:* RE: [rt-users] RT380: Adding custom Status > > Thanks, I had seen this before and used to initially to test my > status. I am adding a "Complete" status to my tickets in addition to > resolved. It does indeed add the status to the list of statuses in the > drop down menu, but it does not show the "Complete" link in pages that > show Open, Resolve, etc. For example the RT at a Glance Quick Search > shows only New Open and Stalled, it does not have my Complete column. > Also the main ticket display page show Open, Comment, Reply and > Resolve as links at the top of the ticket. I would like to have my > Complete show there as well. I assume this is where all the local html > files come into play to override the defaults. I am looking for a list > of files I guess that need to be editing to add the functionality I > describe. Sorry if I wasn't clear on what I was looking for. > > In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of > stuff in it, but that doesn't exist on 380 under RTHOME/share/html as > it does in 363. There also appears to be several pages under the > Elements directory that have changed. > > Is there a list that shows which files would need to be edited? Or a > procedure to follow to add this functionality? > > Again, many thanks. > > ------------------------------------------------------------------------ > > *From:* Alberto Villanueva [mailto:alberto.villanueva at altran.es] > *Sent:* Thursday, December 18, 2008 10:51 AM > *To:* O'Leary, Paul; rt-users at lists.bestpractical.com > *Cc:* poleary1 at gmail.com > *Subject:* RE: [rt-users] RT380: Adding custom Status > > This will help you J > > http://wiki.bestpractical.com/view/CustomStatuses > > Regards, > > ALBERTO VILLANUEVA VAL > > Consultor > > ____________________________________________ > > *Altran* > > ParqueEmpresarial Las Mercedes, Edificio 1 > C/ Campezo, 1. 28022 Madrid > Tel : + 34 91 744 46 00 > Fax: + 34 91 415 24 57 > > www.altran.es > > "This email is confidential. Any unauthorized use or disclosure is > strictly prohibited." > > "This email is confidential. Any unauthorized use or disclosure is > strictly prohibited." > > "This email is confidential. Any unauthorized use or disclosure is > strictly prohibited." > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From cfairman at epgy.stanford.edu Thu Dec 18 12:01:34 2008 From: cfairman at epgy.stanford.edu (Carolyn Fairman) Date: Thu, 18 Dec 2008 09:01:34 -0800 Subject: [rt-users] text box text forced to bottom? In-Reply-To: <1229551966.10783.27.camel@liblin7.slac.stanford.edu> References: <1229551966.10783.27.camel@liblin7.slac.stanford.edu> Message-ID: Thanks! This works to move the signature to the top of the box, which is good. I added an extra \n\n to the top of the signature so people see they have space to write. However when I hit return after typing 'Hi,' to start the email, the cursor leaps to the bottom of the text box. Any idea on how to deal with that? Happens in Safafi and Firefox. Carolyn On Dec 17, 2008, at 2:12 PM, Travis Brooks wrote: > The way we did this in 3.6 (though, ironically, I don't really like > top-posting...) was to create a > > local/html/Elements/MessageBox > > that differed from the original via the following patch. (I believe > this took care of the cursor too, if it doesn't, let me know and I'll > look up how we did that.) > > Best, > Travis > > --- share/html/Elements/MessageBox 2006-06-19 > 15:44:04.000000000 -0700 > +++ local/html/Elements/MessageBox 2007-07-27 > 17:29:55.000000000 -0700 > @@ -43,8 +43,7 @@ > %# those contributions and any derivatives thereof. > %# > %# END BPS TAGGED BLOCK }}} > -