From feargal at thecia.ie Fri Jan 11 08:06:45 2008 From: feargal at thecia.ie (Feargal Reilly) Date: Fri, 11 Jan 2008 13:06:45 +0000 Subject: [rt-users] Autoreply: "can't build entity: no body, and not multipart" In-Reply-To: Message-ID: <5.1.0.14.0.20080111130348.009f1ec0@mail.thecia.ie> Check that there is a blank line at the start of the Auto-Reply template. If there's not, everything until the first blank line is treated as an email header. -fr. At 08:18 11/01/02 +0000, Hunter, Jonathan wrote: >Hi, > >I recently installed RT 2.0.10 (the latest at the time), and have so far >been very impressed with it. Unfortunately, last night I got a little >over-enthusiastic and decided to customise my templates and scrips a >little more. After doing this, and also making some permissions changes >within RT, something broke :-( > >Now, whenever a requestor emails RT to create a new ticket, they get an >email bounce similar to this, from Mailer-Daemon at rt-host : > >The following text was generated during the delivery attempt: >------ pipe to |/home/rt/rt2/bin/rt-mailgate --queue tickets --action >correspond >can't build entity: no body, and not multipart >------ This is a copy of the message, including all the headers. ------ > >Despite the bounce, a new ticket is created successfully - but the >AutoReply template is never sent to the requestor, presumably due to the >error above. As far as I can tell, I've put all permissions back to the >way they were before - but the above error still occurs. > >I've searched the archives, and found the following, which seems to be a >similar problem: >http://lists.fsck.com/pipermail/rt-devel/2001-March/000985.html > >Unfortunately I don't know how to produce full debug logs similar to >Carl's in the message above. Is it as simple as adding "--debug" to the >commandline for rt? > >I am in the lucky position of not having any real data in my RT system >yet, so if needed I can simply blow away the database and start over. But, >I would much rather help track this bug down and solve it! > >I'm happy to email Jesse off-list and provide a login (RT and/or ssh) to >my RT system if that helps. I will also try some more things later on >today, and see if I can figure out where this error is coming from - I'll >post a reply to the list if I find anything. > >Oh, and I have looked at the ChangeLog for 2.0.11. I can't see anything >that obviously fixes the above problem. If I have missed it, then >apologies and I will upgrade to 2.0.11.. > >Thanks for your help! > >Jonathan > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users From feargal at thecia.ie Fri Jan 11 13:06:55 2008 From: feargal at thecia.ie (Feargal Reilly) Date: Fri, 11 Jan 2008 18:06:55 +0000 Subject: [rt-users] RT_System opening tickets? In-Reply-To: Message-ID: <5.1.0.14.0.20080111180103.009e8ec0@mail.thecia.ie> Usually that's as a result of somebody replying to the ticket after it was closed. RT will reopen a ticket if there's correspondance going on. -fr. At 15:49 11/01/02, Sheeri Kritzer wrote: >Hey there, I'm running RT 2.0.9, and for some reason, after a ticket is >closed, sometimes RT_System opened it up. A co-worker noticed it and >asked me why it happened, and I didn't know. Then it happened to one of >my tickets. > >anyone else had this function? > >-- >Sheeri Kritzer >Systems Administrator >University Systems Group >Tufts University >617-627-3925 >sheeri.kritzer at tufts.edu > > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users Feargal Reilly, Systems Administrator, The CIA. From rouilj at renesys.com Tue Jan 1 22:04:54 2008 From: rouilj at renesys.com (John Rouillard) Date: Wed, 2 Jan 2008 03:04:54 +0000 Subject: [rt-users] Sharing a custom field between two queues In-Reply-To: <6.2.1.2.2.20071231090023.0280afa0@mail.sdsu.edu> References: <20071222001037.GO31276@renesys.com> <6.2.1.2.2.20071231090023.0280afa0@mail.sdsu.edu> Message-ID: <20080102030454.GN31276@renesys.com> On Mon, Dec 31, 2007 at 09:06:23AM -0800, Gene LeDuc wrote: > At 04:10 PM 12/21/2007, John Rouillard wrote: > >Hi all: > > > >I have two queues with a custom field called assets. If a ticket is in > >queue A, and I fill in the assets field it works fine as long as the > >ticket stays in queue A. When I move the ticket to queue B, the assets > >field is empty. If I move it back to queue A the field is once again > >filled. We have to change the queue of a ticket as part of the > >workflow. > > > >I saw that custom fields can be defined globally, but just two queues > >of some 20 queues on our RT installation should have an assets custom > >field. > > > I've set up queues (in v3.6.3) that share custom fields and had it work > fine. As I recall, you create the custom field globally and then assign it > to whatever queues you want. Ok, I am using 3.2.2 and defining it globally, adds it for all queues. There is no way to assign it to a queue. So guess I am out of luck until I can upgrade. Thanks for you help. -- -- rouilj John Rouillard System Administrator Renesys Corporation 603-643-9300 x 111 From jcrews at crewsen.com Wed Jan 2 11:01:15 2008 From: jcrews at crewsen.com (James Crews) Date: Wed, 2 Jan 2008 10:01:15 -0600 Subject: [rt-users] RT Bulk update time worked Message-ID: <9E43C3E82862764395CC5C6AEF8806E50ED435@ntserver.Crewsen.local> Is there a way when doing bulk updates to add Time Worked to the tickets? Or could someone point me in a good direction for creating solution for us to do this? We are running RT 3.6.1 on centos server Thank You Jimmy --------- James M. Crews, MCSE, MCP+I Crewsen.com LLC, -------------- next part -------------- An HTML attachment was scrubbed... URL: From mndud3 at gmail.com Wed Jan 2 15:01:05 2008 From: mndud3 at gmail.com (Bill Fischer) Date: Wed, 2 Jan 2008 14:01:05 -0600 Subject: [rt-users] AutoReply Message-ID: <4812be720801021201y607a63f2w32a566a2ec1424d3@mail.gmail.com> Good day, This is a second call for help. The first post was on 12/21, maybe I'll have better luck this time. I've got an email alias set up. I send it email from the email address associated with my RT user account. A ticket is created, but I don't get a response back. I discovered and changed the RedistributeAutoGeneratedMessages variable in our RT_SiteConfig.pm file. I set it to 1 instead of 'privileged'. This changed the behavior in the rt.log. Instead of stating: Not redistributing this message to unprivileged users based on site configuration. I now get the following for both Scrip #3 (on create autoreply) and Scrip #4: No recipients found. Not sending. I also changed the NotifyActor value to 1. Same result. I'm fairly new to RT. This is a new install and we've never had this working. Am I missing something? Summary: RT 3.6.5 Using Apache with mod_perl on Solaris 10. Since the first post, I did a few more tests and I can only get an AutoReply if I create the ticket via the web. If I use the mail gateway, I don't get an AutoReply. Anyone have any ideas? Bill Fischer -------------- next part -------------- An HTML attachment was scrubbed... URL: From Candelario at zoominfo.com Wed Jan 2 15:04:33 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Wed, 2 Jan 2008 15:04:33 -0500 Subject: [rt-users] Rt-remind errors Message-ID: Hi, Need some help on this one. I execute the following command in RT, perl ./rt-remind.pm -A , and get the following output: Subroutine CurrentUser redefined at C:\Program Files\OurInternet\Request Tracker \rt\lib/RT/Base.pm line 47. Subroutine OriginalUser redefined at C:\Program Files\OurInternet\Request Tracke r\rt\lib/RT/Base.pm line 67. Subroutine loc redefined at C:\Program Files\OurInternet\Request Tracker\rt\lib/ RT/Base.pm line 94. "my" variable $msg masks earlier declaration in same scope at C:\Program Files\O urInternet\Request Tracker\rt\lib/RT/Ticket_Overlay.pm line 3148. "my" variable $sendmail masks earlier declaration in same scope at ./rt-remind.p m line 146. Name "RT::SendmailPath" used only once: possible typo at ./rt-remind.pm line 146 . Name "RT::SendmailArguments" used only once: possible typo at ./rt-remind.pm lin e 146. Undefined subroutine &RT::LoadConfig called at ./rt-remind.pm line 129. Any ideas of where I went wrong. If you need more info. please let me know. Thanks, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Wed Jan 2 16:38:32 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 02 Jan 2008 16:38:32 -0500 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <2f1541220712301726n1be93babra50580474442cd65@mail.gmail.co m> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <200712102035.lBAKZhFX004090@stevens.arl.psu.edu> <200712130237.lBD2bYAK007755@stevens.arl.psu.edu> <4761A949.8000803@lbl.gov> <20071213171639.U29263@spaceball1.doogles.com> <4761BF96.6040708@lbl.gov> <20071214080925.R8998@spaceball1.doogles.com> <476307EC.5080403@lbl.gov> <20071226205329.GG22917@bestpractical.com> <2f1541220712301726n1be93babra50580474442cd65@mail.gmail.com> Message-ID: <6.2.3.4.2.20080102163621.046bdac8@po14.mit.edu> At Sunday 12/30/2007 08:26 PM, Alexandr Ciornii wrote: >Did you tried adding 'Transaction' argument when creating session? >Patch is attached. > >P.S. If it will not help, another solution is to fix Apache::Session. > >-- >Alexandr Ciornii, http://chorny.net Well I'm amazed - we've had this problem for years (3.4.2 and older) and I've seen no solutions posted until now. But this patch seems to solve the problem. Thanks Alexandr - what exactly does the Transaction arg do to solve this? Thanks, Steve From KFCrocker at lbl.gov Wed Jan 2 17:04:37 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 02 Jan 2008 14:04:37 -0800 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <6.2.3.4.2.20080102163621.046bdac8@po14.mit.edu> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <200712102035.lBAKZhFX004090@stevens.arl.psu.edu> <200712130237.lBD2bYAK007755@stevens.arl.psu.edu> <4761A949.8000803@lbl.gov> <20071213171639.U29263@spaceball1.doogles.com> <4761BF96.6040708@lbl.gov> <20071214080925.R8998@spaceball1.doogles.com> <476307EC.5080403@lbl.gov> <20071226205329.GG22917@bestpractical.com> <2f1541220712301726n1be93babra50580474442cd65@mail.gmail.com> <6.2.3.4.2.20080102163621.046bdac8@po14.mit.edu> Message-ID: <477C0A75.2080205@lbl.gov> Alexandr, I agree with Stephen. How did you come across this as the answer or what led you to look at this as a possible answer? I'm passing this off to our techy specialists. THANKS!!!!! Kenn LBNL On 1/2/2008 1:38 PM, Stephen Turner wrote: > At Sunday 12/30/2007 08:26 PM, Alexandr Ciornii wrote: > >> Did you tried adding 'Transaction' argument when creating session? >> Patch is attached. >> >> P.S. If it will not help, another solution is to fix Apache::Session. >> >> -- >> Alexandr Ciornii, http://chorny.net > > Well I'm amazed - we've had this problem for years (3.4.2 and older) and > I've seen no solutions posted until now. But this patch seems to solve > the problem. Thanks Alexandr - what exactly does the Transaction arg do > to solve this? > > Thanks, > Steve > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > From gcecchi at peviani.it Thu Jan 3 01:20:50 2008 From: gcecchi at peviani.it (Gianluca Cecchi) Date: Thu, 3 Jan 2008 07:20:50 +0100 Subject: [rt-users] I'm going to unsubscribe Message-ID: I'm leaving this company... Thanks to all that helped out when having problems, a common thing in opensource community ;-) Hope the new year will carry on a big wagon of good luck for every one for your personal and professional life! Gianluca -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Jan 3 09:49:01 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 03 Jan 2008 14:49:01 -0000 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <2f1541220712301726n1be93babra50580474442cd65@mail.gmail.com> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <200712102035.lBAKZhFX004090@stevens.arl.psu.edu> <200712130237.lBD2bYAK007755@stevens.arl.psu.edu> <4761A949.8000803@lbl.gov> <20071213171639.U29263@spaceball1.doogles.com> <4761BF96.6040708@lbl.gov> <20071214080925.R8998@spaceball1.doogles.com> <476307EC.5080403@lbl.gov> <20071226205329.GG22917@bestpractical.com> <2f1541220712301726n1be93babra50580474442cd65@mail.gmail.com> Message-ID: <47B069D0.3050005@bestpractical.com> Alexandr Ciornii wrote: > Hi, Jesse, > > 2007/12/26, Jesse Vincent : >> On Fri, Dec 14, 2007 at 02:47:08PM -0800, Kenneth Crocker wrote: >>> If not, has anyone at BestPractical seen some consistent >>> set of circumstances (and appropriate fixes) that would lead us to a >>> resolution to the file-session problems we're all having with FireFox >>> and IE? I sure hope so. I've been ready to put 3.6.4 into production for >>> well over a month and still can't get this bug fixed in order to do so. > >> Sorry, nope. The long term fix is to replace Apache::Session with >> something we have more control over. > > Did you tried adding 'Transaction' argument when creating session? > Patch is attached. Very cool. It sounds like folks using file-locking are definitely winning with this. I suspect it got skipped at the time sessions were implemented because: (From the doc) > Note that the Transaction argument has no practical effect on the MySQL > and Postgres implementations. The MySQL implementation only supports > exclusive locking, and the Postgres implementation uses the transaction > features of that database. From alexchorny at gmail.com Thu Jan 3 09:57:45 2008 From: alexchorny at gmail.com (Alexandr Ciornii) Date: Thu, 3 Jan 2008 16:57:45 +0200 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <477C0A75.2080205@lbl.gov> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <4761A949.8000803@lbl.gov> <20071213171639.U29263@spaceball1.doogles.com> <4761BF96.6040708@lbl.gov> <20071214080925.R8998@spaceball1.doogles.com> <476307EC.5080403@lbl.gov> <20071226205329.GG22917@bestpractical.com> <2f1541220712301726n1be93babra50580474442cd65@mail.gmail.com> <6.2.3.4.2.20080102163621.046bdac8@po14.mit.edu> <477C0A75.2080205@lbl.gov> Message-ID: <2f1541220801030657i35829d26u34b56d72db9ea310@mail.gmail.com> Hello. 2008/1/3, Kenneth Crocker : > I agree with Stephen. How did you come across this as the answer or > what led you to look at this as a possible answer? Considering that currently I'm the Apache::Session maintainer... :) Apache::Session from 1.83 checks file lock failures, so I saw that someone posted error logs here. > On 1/2/2008 1:38 PM, Stephen Turner wrote: > > At Sunday 12/30/2007 08:26 PM, Alexandr Ciornii wrote: > > > >> Did you tried adding 'Transaction' argument when creating session? > >> Patch is attached. > > > > Well I'm amazed - we've had this problem for years (3.4.2 and older) and > > I've seen no solutions posted until now. But this patch seems to solve > > the problem. Thanks Alexandr - what exactly does the Transaction arg do > > to solve this? By default Apache::Session does read lock and escalates to write lock when necessary. 'Transaction' does write lock at session start. This has disadvantages, it will require other processes to wait before this process will finish. Ideally, 'Transaction' should be only for processes that will modify session data. -- Alexandr Ciornii, http://chorny.net From crpatter at ci.grand-rapids.mi.us Thu Jan 3 10:08:07 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Thu, 3 Jan 2008 10:08:07 -0500 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <2f1541220801030657i35829d26u34b56d72db9ea310@mail.gmail.com> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu><4761A949.8000803@lbl.gov><20071213171639.U29263@spaceball1.doogles.com><4761BF96.6040708@lbl.gov><20071214080925.R8998@spaceball1.doogles.com><476307EC.5080403@lbl.gov> <20071226205329.GG22917@bestpractical.com><2f1541220712301726n1be93babra50580474442cd65@mail.gmail.com><6.2.3.4.2.20080102163621.046bdac8@po14.mit.edu><477C0A75.2080205@lbl.gov> <2f1541220801030657i35829d26u34b56d72db9ea310@mail.gmail.com> Message-ID: As I'm about to apply this patch, I have one question. Will the patch be implemented in the next release of RT? I'm on 3.6.4 with no plans of upgrading in the near future, so basically, what I'm asking is, should I move the SetupSessionCookie file to my local directory, or just apply it to the version in the shared folder? I don't want to only apply it in the shared folder, forget about it, only to have that issue come up the next time I upgrade. Thanks, Craig -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alexandr Ciornii Sent: Thursday, January 03, 2008 9:58 AM To: Kenneth Crocker Cc: rt Users Subject: Re: [rt-users] RT 3.6 requires two or three logins with firefox and IE Hello. 2008/1/3, Kenneth Crocker : > I agree with Stephen. How did you come across this as the answer or > what led you to look at this as a possible answer? Considering that currently I'm the Apache::Session maintainer... :) Apache::Session from 1.83 checks file lock failures, so I saw that someone posted error logs here. > On 1/2/2008 1:38 PM, Stephen Turner wrote: > > At Sunday 12/30/2007 08:26 PM, Alexandr Ciornii wrote: > > > >> Did you tried adding 'Transaction' argument when creating session? > >> Patch is attached. > > > > Well I'm amazed - we've had this problem for years (3.4.2 and older) and > > I've seen no solutions posted until now. But this patch seems to solve > > the problem. Thanks Alexandr - what exactly does the Transaction arg do > > to solve this? By default Apache::Session does read lock and escalates to write lock when necessary. 'Transaction' does write lock at session start. This has disadvantages, it will require other processes to wait before this process will finish. Ideally, 'Transaction' should be only for processes that will modify session data. -- Alexandr Ciornii, http://chorny.net _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From sturner at MIT.EDU Thu Jan 3 10:21:40 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 03 Jan 2008 10:21:40 -0500 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <4761A949.8000803@lbl.gov> <20071213171639.U29263@spaceball1.doogles.com> <4761BF96.6040708@lbl.gov> <20071214080925.R8998@spaceball1.doogles.com> <476307EC.5080403@lbl.gov> <20071226205329.GG22917@bestpractical.com> <2f1541220712301726n1be93babra50580474442cd65@mail.gmail.com> <6.2.3.4.2.20080102163621.046bdac8@po14.mit.edu> <477C0A75.2080205@lbl.gov> <2f1541220801030657i35829d26u34b56d72db9ea310@mail.gmail.com> Message-ID: <6.2.3.4.2.20080103101926.0464b008@po14.mit.edu> At Thursday 1/3/2008 10:08 AM, Patterson, Craig wrote: >As I'm about to apply this patch, I have one question. Will the patch >be implemented in the next release of RT? I'm on 3.6.4 with no plans of >upgrading in the near future, so basically, what I'm asking is, should I >move the SetupSessionCookie file to my local directory, or just apply it >to the version in the shared folder? I don't want to only apply it in >the shared folder, forget about it, only to have that issue come up the >next time I upgrade. > >Thanks, > >Craig Craig, You should definitely make a local copy and modify that. You'll still possibly have to re-apply the change when you upgrade, if it hasn't made it to the official release. Good luck, Steve From alexander.gruber at abaton.at Thu Jan 3 10:29:55 2008 From: alexander.gruber at abaton.at (Alexander Rudolf Gruber) Date: Thu, 03 Jan 2008 16:29:55 +0100 Subject: [rt-users] RT stopped sending mail / No recipients found. Not sending. In-Reply-To: <476B7EE7.1080901@osp-dd.de> References: <4768D4C2.6070405@abaton.at> <47696D44.7030701@lbl.gov> <476A38D2.9060106@abaton.at> <476AB3C9.1080802@lbl.gov> <6.2.3.4.2.20071220133500.045a24d8@po14.mit.edu> <476B1269.5010505@lbl.gov> <476B7EE7.1080901@osp-dd.de> Message-ID: <477CFF73.8080402@abaton.at> Thanks for the many replies everyone and a happy new year 2008! I've been away over the holidays and now I'm trying to resolve that matter for good :-) My replies to the respective postings are below. Best wishes and thanks for your help! Alexander PS: I messed up my first posting of that message sending it to rt-users-bounces at lists.bestpractical.com instead of rt-users at lists.bestpractical.com (copied the wrong address). Benjamin Weser schrieb: > We had the problem of RT not sending mails to anybody too. But I don't > think that there were messages about that in rt.log because the fault > was that somebody changed the IP of the mailserver. So all mails sent > by RT stayed in the spool of postfix unless I corrected the postfix > configuration with the new IP address of the mailserver. Unfortunately > I can't check the logfile anymore because it doesn't contain > information from this time anymore. But maybe that's another part of > the system where you can have a look at. Good luck! > > Ben Ben, it seems I can't pinpoint the problem at all. Just today the system sent mail - initiated by the scrip that notifies the owner of a ticket of any changes (meaning the RT-System CAN send mail). Still it fails to send mail regarding correspondence or any CC types. The frustrating thing is that the system tells me that mail will be sent to the listed recipients - so it looks like the scrips are working as they should - it just doesn't do it for whatever reason. > > > > Kenneth Crocker schrieb: >> Stephen, >> >> >> AAAAAHHHHHHH! Kool. I just learned something. Then I really can't >> see why RT can't find a recipient unless there is some disconnection >> between what RT is looking for and where it looks for it. Alexander >> said there were no changes to RT. The scrips are triggering, RT is >> looking, nothing is found, no email goes out, but probably would have >> if RT had found a recipient. I'm sure he checked the "organization" >> set to the DNS name of the host" problem from before. I'm at a loss, >> but that's no big surprise since I am just now getting to learn about >> the "internals" of RT. Hope someone has an idea that works for him. >> >> >> Kenn >> LBNL >> >> On 12/20/2007 10:44 AM, Stephen Turner wrote: >>> At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote: >>>> Alexander, >>>> >>>> I agree. If RT could not access the DB, then a lot of >>>> things would not be working. However, my point was really that >>>> based on the content of the error message, RT thinks that it hasn't >>>> FOUND the recipient. There could, and probably are, many possible >>>> reasons for that. Perhaps after accessing the DB, the data gets >>>> lost in transition or put into an area that got misnamed or is not >>>> accessible for some reason. I am not a "Systems" guy when it comes >>>> to playing with those technologies (UNIX, ORACLE, MySQL, etc.), but >>>> I have been in the business for a long time and my debugging skills >>>> tell me that RT is having trouble with either capturing the data or >>>> finding/recognizing it after it has been captured/found/stored. >>>> Somewhere in that process, the data is either getting lost or it >>>> becomes unrecognizable, ergo the error message you're getting. >>>> Sorry I can't be of more help. I am REALLY interested in what you >>>> DO find when you get the problem resolved. Best of luck. >>>> >>>> Kenn >>>> LBNL >>> Kenn, well ... I don't have much of a clue what to do next at all. I can try and upgrade to the newest version and see if that makes things better in any way. If that fails I could try tracing the error maybe I'll be able to find whats wrong. If that doesn't get me anywhere either I guess I'll clone the VE and raise a new instance of RT and switch that with the broken one as soon as everything is configured as it should be. I'll let you know in any case what I did as soon as that problem is resolved. >>> The "No recipients found" message just means that the scrip decided >>> that nobody should receive mail for this transaction - it doesn't >>> mean that data is missing or corrupt. For example - if you have a >>> scrip with action 'Notify AdminCcs' and there are no AdminCcs for >>> the ticket or queue, you'll see this message in the log. >>> >>> Steve >>> >>> Steve, as mentioned above, the system tells me that mail will be sent to following addresses and it offers me an option to supress the sending (lower part of the correspondence form). It just does not do anything apart from recording a message to the RT-Log, like a comment with no email sent - and I get the message in the systemlog that there are no recipients found. >>> >>> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, >> we'll take >> up to 20 percent off the price. This sale won't last long, so get in >> touch today. Email us at sales at bestpractical.com or call us at +1 >> 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- ______________________________________ Alexander Rudolf Gruber abaton EDV-Dienstleistungs GmbH ______________________________________ Wielandgasse 14-16/IV/B11 A-8010 Graz Mariahilfer Stra?e 1d/13 A-1060 Wien LG f. ZRS Graz, FN202006v, ATU52569000 Tel: +43 (0) 316/817 896-0 Fax: DW 70 www.abaton.at alexander.gruber at abaton.at From raphux at raphux.com Thu Jan 3 10:48:20 2008 From: raphux at raphux.com (Raphux) Date: Thu, 03 Jan 2008 16:48:20 +0100 Subject: [rt-users] Accessing the original "To:" recipient field Message-ID: <477D03C4.70303@raphux.com> Hello list, I'm trying to find how to retrieve -in a scrip- the original "To:" from a mail submitted ticket. Details : I have a single entry queue (called "support"), with multiple email aliases. The main adress of that queue is support at example.com In my postfix configuration, I created some aliases, like : application1 at example.com ==> support at example.com application2 at example.com ==> support at example.com Emails arrive correctly into the support queue, and in the first ticket history entry, I do have the "To: application1 at example.com", which is good for me. I would like to access this information (application1 at example.com here) in a scrip, in order to correctly set a custom field. It is maybe obvious, but I can't find how to do this. Anyone? -- Raphael Berlamont. From o.nash at cs.ucc.ie Thu Jan 3 11:47:50 2008 From: o.nash at cs.ucc.ie (o.nash at cs.ucc.ie) Date: Thu, 3 Jan 2008 16:47:50 +0000 (GMT) Subject: [rt-users] RT stopped sending mail / No recipients found. Not sending. In-Reply-To: <477CFF73.8080402@abaton.at> References: <4768D4C2.6070405@abaton.at> <47696D44.7030701@lbl.gov> <476A38D2.9060106@abaton.at> <476AB3C9.1080802@lbl.gov> <6.2.3.4.2.20071220133500.045a24d8@po14.mit.edu> <476B1269.5010505@lbl.gov> <476B7EE7.1080901@osp-dd.de> <477CFF73.8080402@abaton.at> Message-ID: Re sending emails from Rt if your mailserver is postfix, you might need to add the hostname of the server running RT to the 'relayhosts' variable in postfix. or the equivalent in sendmail.cf regards Oliver On Thu, 3 Jan 2008, Alexander Rudolf Gruber wrote: > Thanks for the many replies everyone and a happy new year 2008! > > I've been away over the holidays and now I'm trying to resolve that > matter for good :-) > My replies to the respective postings are below. > > Best wishes and thanks for your help! > Alexander > > PS: I messed up my first posting of that message sending it to > rt-users-bounces at lists.bestpractical.com instead of > rt-users at lists.bestpractical.com (copied the wrong address). > > Benjamin Weser schrieb: >> We had the problem of RT not sending mails to anybody too. But I don't >> think that there were messages about that in rt.log because the fault was >> that somebody changed the IP of the mailserver. So all mails sent by RT >> stayed in the spool of postfix unless I corrected the postfix configuration >> with the new IP address of the mailserver. Unfortunately I can't check the >> logfile anymore because it doesn't contain information from this time >> anymore. But maybe that's another part of the system where you can have a >> look at. Good luck! >> >> Ben > Ben, > > it seems I can't pinpoint the problem at all. Just today the system sent > mail - initiated by the scrip that notifies the owner of a ticket of any > changes (meaning the RT-System CAN send mail). Still it fails to send > mail regarding correspondence or any CC types. The frustrating thing is > that the system tells me that mail will be sent to the listed recipients > - so it looks like the scrips are working as they should - it just > doesn't do it for whatever reason. >> >> >> >> Kenneth Crocker schrieb: >>> Stephen, >>> >>> >>> AAAAAHHHHHHH! Kool. I just learned something. Then I really can't see >>> why RT can't find a recipient unless there is some disconnection between >>> what RT is looking for and where it looks for it. Alexander said there >>> were no changes to RT. The scrips are triggering, RT is looking, nothing >>> is found, no email goes out, but probably would have if RT had found a >>> recipient. I'm sure he checked the "organization" set to the DNS name of >>> the host" problem from before. I'm at a loss, but that's no big surprise >>> since I am just now getting to learn about the "internals" of RT. Hope >>> someone has an idea that works for him. >>> >>> >>> Kenn >>> LBNL >>> >>> On 12/20/2007 10:44 AM, Stephen Turner wrote: >>>> At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote: >>>>> Alexander, >>>>> >>>>> I agree. If RT could not access the DB, then a lot of things >>>>> would not be working. However, my point was really that based on the >>>>> content of the error message, RT thinks that it hasn't FOUND the >>>>> recipient. There could, and probably are, many possible reasons for >>>>> that. Perhaps after accessing the DB, the data gets lost in transition >>>>> or put into an area that got misnamed or is not accessible for some >>>>> reason. I am not a "Systems" guy when it comes to playing with those >>>>> technologies (UNIX, ORACLE, MySQL, etc.), but I have been in the >>>>> business for a long time and my debugging skills tell me that RT is >>>>> having trouble with either capturing the data or finding/recognizing it >>>>> after it has been captured/found/stored. Somewhere in that process, the >>>>> data is either getting lost or it becomes unrecognizable, ergo the error >>>>> message you're getting. Sorry I can't be of more help. I am REALLY >>>>> interested in what you DO find when you get the problem resolved. Best >>>>> of luck. >>>>> >>>>> Kenn >>>>> LBNL >>>> > Kenn, > > well ... I don't have much of a clue what to do next at all. I can try > and upgrade to the newest version and see if that makes things better in > any way. If that fails I could try tracing the error maybe I'll be able > to find whats wrong. If that doesn't get me anywhere either I guess I'll > clone the VE and raise a new instance of RT and switch that with the > broken one as soon as everything is configured as it should be. > > I'll let you know in any case what I did as soon as that problem is > resolved. > > >>>> The "No recipients found" message just means that the scrip decided that >>>> nobody should receive mail for this transaction - it doesn't mean that >>>> data is missing or corrupt. For example - if you have a scrip with action >>>> 'Notify AdminCcs' and there are no AdminCcs for the ticket or queue, >>>> you'll see this message in the log. >>>> >>>> Steve >>>> >>>> > Steve, > > as mentioned above, the system tells me that mail will be sent to > following addresses and it offers me an option to supress the sending > (lower part of the correspondence form). It just does not do anything > apart from recording a message to the RT-Log, like a comment with no > email sent - and I get the message in the systemlog that there are no > recipients found. >>>> >>>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>> >>> If you sign up for a new RT support contract before December 31, we'll >>> take >>> up to 20 percent off the price. This sale won't last long, so get in touch >>> today. Email us at sales at bestpractical.com or call us at +1 617 812 >>> 0745. >>> >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >>> copy at http://rtbook.bestpractical.com >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch >> today. Email us at sales at bestpractical.com or call us at +1 617 812 >> 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >> copy at http://rtbook.bestpractical.com >> >> > > > -- > ______________________________________ > > Alexander Rudolf Gruber > abaton EDV-Dienstleistungs GmbH > ______________________________________ > > Wielandgasse 14-16/IV/B11 A-8010 Graz > Mariahilfer Stra?e 1d/13 A-1060 Wien > LG f. ZRS Graz, FN202006v, ATU52569000 > Tel: +43 (0) 316/817 896-0 Fax: DW 70 > www.abaton.at alexander.gruber at abaton.at > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a > copy at http://rtbook.bestpractical.com > -- Oliver Nash From smithj4 at bnl.gov Thu Jan 3 11:30:40 2008 From: smithj4 at bnl.gov (Jason A. Smith) Date: Thu, 03 Jan 2008 11:30:40 -0500 Subject: [rt-users] Accessing the original "To:" recipient field In-Reply-To: <477D03C4.70303@raphux.com> References: <477D03C4.70303@raphux.com> Message-ID: <1199377840.10448.5.camel@smith.racf.bnl.gov> Try something like this: my $Transaction = $self->TransactionObj; my $header = $Transaction->Attachments->First->GetHeader('To'); my @addr = Mail::Address->parse($header); foreach my $addrobj (@addr) { my $addr = lc $RT::Nobody->UserObj->CanonicalizeEmailAddress($addrobj->address); # $addr should now be set to: application1 at example.com } ~Jason On Thu, 2008-01-03 at 16:48 +0100, Raphux wrote: > Hello list, > > I'm trying to find how to retrieve -in a scrip- the original "To:" from > a mail submitted ticket. > > Details : > I have a single entry queue (called "support"), with multiple email aliases. > The main adress of that queue is support at example.com > > In my postfix configuration, I created some aliases, like : > application1 at example.com ==> support at example.com > application2 at example.com ==> support at example.com > > Emails arrive correctly into the support queue, and in the first ticket > history entry, I do have the "To: application1 at example.com", which is > good for me. > > I would like to access this information (application1 at example.com here) > in a scrip, in order to correctly set a custom field. > > It is maybe obvious, but I can't find how to do this. > > Anyone? > -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ From raphux at raphux.com Thu Jan 3 12:23:58 2008 From: raphux at raphux.com (Raphux) Date: Thu, 03 Jan 2008 18:23:58 +0100 Subject: [rt-users] Accessing the original "To:" recipient field In-Reply-To: <1199377840.10448.5.camel@smith.racf.bnl.gov> References: <477D03C4.70303@raphux.com> <1199377840.10448.5.camel@smith.racf.bnl.gov> Message-ID: <477D1A2E.6030303@raphux.com> Jason A. Smith a ?crit : > Try something like this: > > my $Transaction = $self->TransactionObj; > my $header = $Transaction->Attachments->First->GetHeader('To'); > my @addr = Mail::Address->parse($header); > foreach my $addrobj (@addr) { > my $addr = lc $RT::Nobody->UserObj->CanonicalizeEmailAddress($addrobj->address); > # $addr should now be set to: application1 at example.com > } > This worked. I though it would be reachable with an RT object, but I guess that will do. Thank you! Regards, -- Raphael Berlamont. From theillien at yahoo.com Thu Jan 3 12:32:17 2008 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 03 Jan 2008 12:32:17 -0500 Subject: [rt-users] obnoxious and likely ridiculous customer request Message-ID: <477D1C21.6000807@yahoo.com> One of our customers wants to have about 10 users be able to access our self-service site for the sole purpose of viewing graphs of their ticket activity. They don't, however, want to allow them to to create tickets. Is this something that can be accomplished via rights? I don't see it as possible since we don't have individual queues for each customer but instead use a custom field to assign that value. Although, it could probably be accomplished through scrips. Access to the graphs seem a bit tougher. Anyone have any thoughts on this? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From stephen.cochran at kingarthurflour.com Thu Jan 3 14:07:49 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Thu, 3 Jan 2008 14:07:49 -0500 Subject: [rt-users] Default Ticket View Message-ID: I'm new to RT, so sorry if this is simple, but I didn't see it addressed on the wiki or the archive. We've just set up RT 3.6.3, and the default ticket view puts the actual request way down at the bottom of the page, off the screen. Is that normal? Do people usually adjust that? Seems to be that that would be the most common thing to read first. From kjacobs at calhouncountymi.gov Thu Jan 3 14:29:19 2008 From: kjacobs at calhouncountymi.gov (Kris Jacobs) Date: Thu, 03 Jan 2008 14:29:19 -0500 Subject: [rt-users] obnoxious and likely ridiculous customer request Message-ID: <477CF13F020000C90000FC2E@email.calhouncountymi.gov> I would tell that customer: "We can explore the possibility of doing this, but I need to charge you for development time, and I cannot guarantee results." Time is money friend - and when you remind customers of this, they tend to rearrange their priorities. ;) -Kris _____________________________________________ From: Mathew Snyder [mailto:theillien at yahoo.com] Sent: Thursday, January 03, 2008 12:32 To: Subject: [rt-users] obnoxious and likely ridiculous customer request One of our customers wants to have about 10 users be able to access our self-service site for the sole purpose of viewing graphs of their ticket activity. They don't, however, want to allow them to to create tickets. Is this something that can be accomplished via rights? I don't see it as possible since we don't have individual queues for each customer but instead use a custom field to assign that value. Although, it could probably be accomplished through scrips. Access to the graphs seem a bit tougher. Anyone have any thoughts on this? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From asraikhn at gmail.com Thu Jan 3 14:48:24 2008 From: asraikhn at gmail.com (Asrai khn) Date: Fri, 4 Jan 2008 00:48:24 +0500 Subject: [rt-users] Is there any disadvantage of "Precedence: bulk" in RT emails header Message-ID: <5f0f8dba0801031148v3f991842x53d5ea60852710de@mail.gmail.com> Hi, Recently we got into problem where spamcop blacklisted our RT mail server IP (rt using another host for relay emails) then we start using the same host MTA (postfix) where RT is installed. Now yahoo is Rate limiting emails from our RT which causing delay in emails. Now boss is asking to remove/patch RT to do not add "Precedence: bulk" to header of emails, i wonders does it will do any good? coz as far i can understand "precendence: bulk" is nice thing "that some autoreply software uses that header to avoid sending vacation/out-of-office messages to automated mailers. Thankfully those some autorepliers should also be smart enough to not send more than one such message to any specific address, which would avoid nasty mail loops." So what you guys thinks about removing the "Precedence: bulk" from RT email header if yes then how to remove it? Thanks. Askar -------------- next part -------------- An HTML attachment was scrubbed... URL: From mndud3 at gmail.com Thu Jan 3 14:58:06 2008 From: mndud3 at gmail.com (Bill Fischer) Date: Thu, 3 Jan 2008 13:58:06 -0600 Subject: [rt-users] Default Ticket View In-Reply-To: References: Message-ID: <4812be720801031158n56461a04o6843776e601aacf0@mail.gmail.com> Clicking the carrot (or up arrow) to the left of Ticket Metadata might be what you want. Works in 3.6.5. On Jan 3, 2008 1:07 PM, Steve Cochran wrote: > > I'm new to RT, so sorry if this is simple, but I didn't see it > addressed on the wiki or the archive. > > We've just set up RT 3.6.3, and the default ticket view puts the > actual request way down at the bottom of the page, off the screen. Is > that normal? Do people usually adjust that? Seems to be that that > would be the most common thing to read first. -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen.cochran at kingarthurflour.com Thu Jan 3 16:09:08 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Thu, 3 Jan 2008 16:09:08 -0500 Subject: [rt-users] Default Ticket View In-Reply-To: <4812be720801031158n56461a04o6843776e601aacf0@mail.gmail.com> References: <4812be720801031158n56461a04o6843776e601aacf0@mail.gmail.com> Message-ID: Found those, and it does seem to remember my preference between tickets, haven't tried logging out yet. Changing the default would be nice, but think I'll probably just end up rearranging the ticket view anyway. On Jan 3, 2008, at 2:58 PM, Bill Fischer wrote: > Clicking the carrot (or up arrow) to the left of Ticket Metadata > might be what you want. > > Works in 3.6.5. From KFCrocker at lbl.gov Thu Jan 3 17:00:12 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 03 Jan 2008 14:00:12 -0800 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <47B069D0.3050005@bestpractical.com> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <200712102035.lBAKZhFX004090@stevens.arl.psu.edu> <200712130237.lBD2bYAK007755@stevens.arl.psu.edu> <4761A949.8000803@lbl.gov> <20071213171639.U29263@spaceball1.doogles.com> <4761BF96.6040708@lbl.gov> <20071214080925.R8998@spaceball1.doogles.com> <476307EC.5080403@lbl.gov> <20071226205329.GG22917@bestpractical.com> <2f1541220712301726n1be93babra50580474442cd65@mail.gmail.com> <47B069D0.3050005@bestpractical.com> Message-ID: <477D5AEC.8060601@lbl.gov> Alexandr, Thanks a bunch. We tried and it worked, of course. I'm wondering if a warning should be included for those ORACLE users to be aware of the need to for the exclusive session locking. That would save someone a whole bunch of time. Why was this not a problem with our 3.4.4 version? Kenn LBNL On 2/11/2008 7:29 AM, Jesse Vincent wrote: > Alexandr Ciornii wrote: >> Hi, Jesse, >> >> 2007/12/26, Jesse Vincent : >>> On Fri, Dec 14, 2007 at 02:47:08PM -0800, Kenneth Crocker wrote: >>>> If not, has anyone at BestPractical seen some consistent >>>> set of circumstances (and appropriate fixes) that would lead us to a >>>> resolution to the file-session problems we're all having with FireFox >>>> and IE? I sure hope so. I've been ready to put 3.6.4 into production for >>>> well over a month and still can't get this bug fixed in order to do so. >>> Sorry, nope. The long term fix is to replace Apache::Session with >>> something we have more control over. >> Did you tried adding 'Transaction' argument when creating session? >> Patch is attached. > > > Very cool. It sounds like folks using file-locking are definitely > winning with this. I suspect it got skipped at the time sessions were > implemented because: (From the doc) > >> Note that the Transaction argument has no practical effect on the MySQL >> and Postgres implementations. The MySQL implementation only supports >> exclusive locking, and the Postgres implementation uses the transaction >> features of that database. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From smccreadie at CanyonPartners.com Thu Jan 3 17:25:24 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Thu, 3 Jan 2008 14:25:24 -0800 Subject: [rt-users] MergeUsers Patch question Message-ID: <6A8A671AFE630144BC8AE1D84E6700B802FBCB@SR-ES-EMAIL01.canyonpartners.local> I installed the MergeUsers Extension from Jesse and then I noticed the patch that Dirk has put up on the mailing list. I tried to run the patch and it didn't work. Im pretty new to this and have never tried to use the patch command before. My question is should I be copying the Modify.html file from /share/html/Admin/Users to the local directory and then running the patch on it? Or does it run on the original file in the share directory? Thanks everyone in advance, im pretty confused on this one. Sean -------------- next part -------------- An HTML attachment was scrubbed... URL: From Deepika.Bhatia at prosum.com Thu Jan 3 17:49:24 2008 From: Deepika.Bhatia at prosum.com (Deepika Bhatia) Date: Thu, 3 Jan 2008 14:49:24 -0800 Subject: [rt-users] How to differentiate between tickets created via email vs ticket created using RT? Message-ID: How to differentiate between tickets created via email vs ticket created using RT? Deepika. -------------- next part -------------- An HTML attachment was scrubbed... URL: From emmanuel.nnko at gmail.com Fri Jan 4 01:06:54 2008 From: emmanuel.nnko at gmail.com (Emmanuel Nnko) Date: Fri, 4 Jan 2008 09:06:54 +0300 Subject: [rt-users] SSL Error: RT+PostgreSQL Message-ID: Dear All, I am installing RT-3.6.5 with PostgreSQL-8.1.10 (installed with OpenSSL-0.9.8g -self signed certificate) as the database. The installation before the 'make initialize-database' goes OK. When I do 'make initialize-database' I get the following error: ---start----- [root at nms rt-3.6.5]# make initialize-database /usr/bin/perl //usr/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password Use of uninitialized value in concatenation (.) or string at /usr/etc/RT_SiteConfig.pm line 34. In order to create or update your RT database,this script needs to connect to your Pg instance on nms.tra.go.tz as root. Please specify that user's database password below. If the user has no database password, just press return. Password: DBI connect('dbname=template1;host=nms.tra.go.tz;port=5432;requiressl=1','root',...) failed: SSL error: tlsv1 alert unknown ca at //usr/sbin/rt-setup-database line 105 Failed to connect to dbi:Pg:dbname=template1;host=nms.tra.go.tz;port=5432;requiressl=1 as root: SSL error: tlsv1 alert unknown ca make: *** [initialize-database] Error 255 ----end----- I presume this is due to self-signed certificate used. Please advice how I can use a self-signed certificate to proceed with the installation. Thanks for your corporation. With kindest regards, Emmanuel -------------- next part -------------- An HTML attachment was scrubbed... URL: From marouane.himdi at kereval.com Fri Jan 4 03:36:15 2008 From: marouane.himdi at kereval.com (Marouane HIMDI) Date: Fri, 4 Jan 2008 09:36:15 +0100 Subject: [rt-users] How to differentiate between tickets created via email vs ticket created using RT? In-Reply-To: References: Message-ID: <000601c84eac$deedd890$9cc989b0$@himdi@kereval.com> Hi Deepika This link should help u http://wiki.bestpractical.com/view/OnCreateFromEmail Best regards Marouane HIMDI De : rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] De la part de Deepika Bhatia Envoy? : jeudi 3 janvier 2008 23:49 ? : rt-users at lists.bestpractical.com Objet : [rt-users] How to differentiate between tickets created via email vs ticket created using RT? How to differentiate between tickets created via email vs ticket created using RT? Deepika. -------------- next part -------------- An HTML attachment was scrubbed... URL: From darling at ccdc.cam.ac.uk Fri Jan 4 04:45:55 2008 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Fri, 04 Jan 2008 09:45:55 +0000 Subject: [rt-users] Default Ticket View In-Reply-To: References: <4812be720801031158n56461a04o6843776e601aacf0@mail.gmail.com> Message-ID: <477E0053.8000305@ccdc.cam.ac.uk> Hi > Found those, and it does seem to remember my preference between tickets, > haven't tried logging out yet. It's a 1 year cookie. > Changing the default would be nice, but think I'll probably just end up > rearranging the ticket view anyway. This is for RT 3.6.1: html/Widgets/TitleBoxStart: 55a56,59 > % if ($Collapsed eq 1) { > > % } > 68a73 > $Collapsed => $Collapsed html/Ticket/Display.html: 55c55 < <&| /Widgets/TitleBox, title => loc('Ticket metadata') &> --- > <&| /Widgets/TitleBox, title => loc('Ticket metadata'), Collapsed => 1 &> Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. 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From m.d.chappell at bath.ac.uk Fri Jan 4 05:33:47 2008 From: m.d.chappell at bath.ac.uk (Mark Chappell) Date: Fri, 04 Jan 2008 10:33:47 +0000 Subject: [rt-users] Is there any disadvantage of "Precedence: bulk" in RT emails header In-Reply-To: <5f0f8dba0801031148v3f991842x53d5ea60852710de@mail.gmail.com> References: <5f0f8dba0801031148v3f991842x53d5ea60852710de@mail.gmail.com> Message-ID: <477E0B8B.6010703@bath.ac.uk> Asrai khn wrote: > Recently we got into problem where spamcop blacklisted our RT mail server IP > (rt using another host for relay emails) then we start using the same host > MTA (postfix) where RT is installed. > > Now yahoo is Rate limiting emails from our RT which causing delay in emails. That won't be because you're adding a "Precedence: bulk" header. That'll be because you were auto-replying to too much spam. We tend to be fairly aggressive on our spam checking when it's going into RT, with procmail dumping the mail into a separate mail folder if it even suspects that the mail is spam. We also send our RT mail out through our main mail relays which means that if we do auto-reply to spam then the spam/ham ratio is much lower, since our staff and students are sending legitimate mail out to yahoo as well. Mark -- Mark Chappell Unix Systems Administrator From asraikhn at gmail.com Fri Jan 4 06:42:41 2008 From: asraikhn at gmail.com (Asrai khn) Date: Fri, 4 Jan 2008 16:42:41 +0500 Subject: [rt-users] Is there any disadvantage of "Precedence: bulk" in RT emails header In-Reply-To: <477E0B8B.6010703@bath.ac.uk> References: <5f0f8dba0801031148v3f991842x53d5ea60852710de@mail.gmail.com> <477E0B8B.6010703@bath.ac.uk> Message-ID: <5f0f8dba0801040342i783c229ejdaaaa819f18cc9f2@mail.gmail.com> On Jan 4, 2008 3:33 PM, Mark Chappell wrote: > > We tend to be fairly aggressive on our spam checking when it's going > into RT, with procmail dumping the mail into a separate mail folder if > it even suspects that the mail is spam. > Hi Mark, How you achieve this ? imean would you care to share the process/script of dumping spam to separate email folder? > > We also send our RT mail out through our main mail relays which means > that if we do auto-reply to spam then the spam/ham ratio is much lower, > since our staff and students are sending legitimate mail out to yahoo as > well. > > Most of our emails is business related which mean via RT, and staff do not sent email frm there email addresses direct to yahoo but only via RT. Thanks. Askar -------------- next part -------------- An HTML attachment was scrubbed... URL: From m.d.chappell at bath.ac.uk Fri Jan 4 10:33:14 2008 From: m.d.chappell at bath.ac.uk (Mark Chappell) Date: Fri, 04 Jan 2008 15:33:14 +0000 Subject: [rt-users] Is there any disadvantage of "Precedence: bulk" in RT emails header In-Reply-To: <5f0f8dba0801040342i783c229ejdaaaa819f18cc9f2@mail.gmail.com> References: <5f0f8dba0801031148v3f991842x53d5ea60852710de@mail.gmail.com> <477E0B8B.6010703@bath.ac.uk> <5f0f8dba0801040342i783c229ejdaaaa819f18cc9f2@mail.gmail.com> Message-ID: <477E51BA.6040709@bath.ac.uk> Asrai khn wrote: >> We tend to be fairly aggressive on our spam checking when it's going >> into RT, with procmail dumping the mail into a separate mail folder if >> it even suspects that the mail is spam. >> > How you achieve this ? imean would you care to share the process/script of > dumping spam to separate email folder? Since you're using Postfix which I don't really know I'll do most of this as an outline, and our procmail script is fairly custom do I'll only quote chunks of the procmailrc. The first line of defense are our front-line mail relays. These reject on various DNS rbls and add headers for several others. The lists we use include SpamHaus' full zen list, SpamCop, MAPS and SORBS. They also run a copy of spam assassin WITHOUT any of the baysaen stuff turned on, a high enough spam score causes an out right rejection at the end of the SMTP DATA time, and leaves a header in the message for lower scores. We also reject on Virus signatures using the, and have some extra signatures to pick up certain types of phishing scams (http://www.sanesecurity.co.uk/). Any rejection at this stage is done before we've actually accepted the mail, so backscatter (which I would guess is what caught you out) is seen to come from the server sending you the spam NOT from your servers. This is how we treat almost all incoming mail, rejecting approximately 90% of mail before it's even through the front door (with surprisingly few complaints about mail not getting through given the number of users we have from "spam friendly" countries). The second line of defense is procmail. The mail server on our RT servers don't deliver directly to RT they deliver to the procmail command, which eventually delivers to RT. Procmail runs a batch of extra checks, including; a baysaen filter using "bogofilter", "renattach" which catches certain types of attachments, "nodupmail" which catches certain types of mail loops, "double clicks" and general duplicated mail, and some custom stuff so that certain queues only see mail sent via a specific web form. If bogofilter or the earlier lower spamassassin threshold are triggered then we drop the mail into a "SPAM" mail file. We have a couple of perl scripts which allow us to identify "privileged" users out of RT and lets them bypass most of the procmail filtering. The privileged check is basically a perl wrapper around some simple RT code with a little bit of caching built in. ==== my $user = RT::User->new($RT::SystemUser); $user->Load($username); unless ($user->Id) { exit(1); } foreach my $key qw(Name EmailAddress RealName Privileged Disabled) { my $value = $user->$key; print($key.": ".$value."\n"); } ==== Getting procmail to run external commands is straight forward For example here's some of our bogofilter and spam assassin stuff ==== BOGOFILTER=/usr/bin/bogofilter BOGOFILTER_SPAM_ARGS="-c /etc/bogofilter-SPAM.cf" BOGOFILTER_MD_ARGS="-c /etc/bogofilter-MD.cf" SPAM_ASSASIN_RESULT="`formail -xX-Spam-Flag: | grep -i yes | awk '{print $2}'`" # SPAM - bogofilter. :0fw | $BOGOFILTER -e -p $BOGOFILTER_SPAM_ARGS # on failure return mail to the queue, the MTA will try delivery later, # 75 is the value for EX_TEMPFAIL in /usr/include/sysexits.h :0e { EXITCODE=75 HOST } # record the result. BOGOFILTER_RESULT="`formail -xX-Bogosity: | grep -i yes`" # a virus can bombard us with mta bounce messages because we were used in # a forged "From" address, pick these out as they're valid messages despite # being caused by a virus. :0fw | $BOGOFILTER -e -p $BOGOFILTER_MD_ARGS :0e { EXITCODE=75 HOST } MAILER_DAEMON="`formail -xX-MD-Bogosity: | grep -i yes`" SPAM="$BLACKLISTED$SPAM_ASSASIN_RESULT$BOGOFILTER_RESULT" :0 * ? test -n "$SPAM" SPAM ==== Those final 3 lines are what tells procmail to deliver, literally into a file named "SPAM" if there's any content in the $SPAM variable Mark -- Mark Chappell Unix Systems Administrator From ktm at rice.edu Fri Jan 4 11:36:01 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 4 Jan 2008 10:36:01 -0600 Subject: [rt-users] Is there any disadvantage of "Precedence: bulk" in RT emails header In-Reply-To: <477E51BA.6040709@bath.ac.uk> References: <5f0f8dba0801031148v3f991842x53d5ea60852710de@mail.gmail.com> <477E0B8B.6010703@bath.ac.uk> <5f0f8dba0801040342i783c229ejdaaaa819f18cc9f2@mail.gmail.com> <477E51BA.6040709@bath.ac.uk> Message-ID: <20080104163601.GD6642@it.is.rice.edu> We use DSPAM and its Quarantine instead of the bogofilter+SPAM folder here, but it is basically the same idea and it works very well indeed. Ken On Fri, Jan 04, 2008 at 03:33:14PM +0000, Mark Chappell wrote: > Asrai khn wrote: >>> We tend to be fairly aggressive on our spam checking when it's going >>> into RT, with procmail dumping the mail into a separate mail folder if >>> it even suspects that the mail is spam. >>> >> How you achieve this ? imean would you care to share the process/script of >> dumping spam to separate email folder? > > Since you're using Postfix which I don't really know I'll do most of this > as an outline, and our procmail script is fairly custom do I'll only quote > chunks of the procmailrc. > > The first line of defense are our front-line mail relays. These reject on > various DNS rbls and add headers for several others. The lists we use > include SpamHaus' full zen list, SpamCop, MAPS and SORBS. They also run a > copy of spam assassin WITHOUT any of the baysaen stuff turned on, a high > enough spam score causes an out right rejection at the end of the SMTP DATA > time, and leaves a header in the message for lower scores. We also reject > on Virus signatures using the, and have some extra signatures to pick up > certain types of phishing scams (http://www.sanesecurity.co.uk/). Any > rejection at this stage is done before we've actually accepted the mail, so > backscatter (which I would guess is what caught you out) is seen to come > from the server sending you the spam NOT from your servers. > > This is how we treat almost all incoming mail, rejecting approximately 90% > of mail before it's even through the front door (with surprisingly few > complaints about mail not getting through given the number of users we have > from "spam friendly" countries). > > The second line of defense is procmail. The mail server on our RT servers > don't deliver directly to RT they deliver to the procmail command, which > eventually delivers to RT. Procmail runs a batch of extra checks, > including; a baysaen filter using "bogofilter", "renattach" which catches > certain types of attachments, "nodupmail" which catches certain types of > mail loops, "double clicks" and general duplicated mail, and some custom > stuff so that certain queues only see mail sent via a specific web form. > If bogofilter or the earlier lower spamassassin threshold are triggered > then we drop the mail into a "SPAM" mail file. We have a couple of perl > scripts which allow us to identify "privileged" users out of RT and lets > them bypass most of the procmail filtering. > > The privileged check is basically a perl wrapper around some simple RT code > with a little bit of caching built in. > > ==== > my $user = RT::User->new($RT::SystemUser); > > $user->Load($username); > > unless ($user->Id) { > exit(1); > } > > foreach my $key qw(Name EmailAddress RealName Privileged Disabled) { > my $value = $user->$key; > print($key.": ".$value."\n"); > } > ==== > > Getting procmail to run external commands is straight forward > > For example here's some of our bogofilter and spam assassin stuff > > ==== > BOGOFILTER=/usr/bin/bogofilter > BOGOFILTER_SPAM_ARGS="-c /etc/bogofilter-SPAM.cf" > BOGOFILTER_MD_ARGS="-c /etc/bogofilter-MD.cf" > SPAM_ASSASIN_RESULT="`formail -xX-Spam-Flag: | grep -i yes | awk '{print > $2}'`" > > # SPAM - bogofilter. > :0fw > | $BOGOFILTER -e -p $BOGOFILTER_SPAM_ARGS > # on failure return mail to the queue, the MTA will try delivery later, > # 75 is the value for EX_TEMPFAIL in /usr/include/sysexits.h > :0e > { EXITCODE=75 HOST } > # record the result. > BOGOFILTER_RESULT="`formail -xX-Bogosity: | grep -i yes`" > > # a virus can bombard us with mta bounce messages because we were used in > # a forged "From" address, pick these out as they're valid messages despite > # being caused by a virus. > :0fw > | $BOGOFILTER -e -p $BOGOFILTER_MD_ARGS > :0e > { EXITCODE=75 HOST } > MAILER_DAEMON="`formail -xX-MD-Bogosity: | grep -i yes`" > > SPAM="$BLACKLISTED$SPAM_ASSASIN_RESULT$BOGOFILTER_RESULT" > > :0 > * ? test -n "$SPAM" > SPAM > ==== > > Those final 3 lines are what tells procmail to deliver, literally into a > file named "SPAM" if there's any content in the $SPAM variable > > > Mark > -- > Mark Chappell > Unix Systems Administrator > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. Email us at sales at bestpractical.com or call us at +1 617 812 > 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a > copy at http://rtbook.bestpractical.com > From asraikhn at gmail.com Fri Jan 4 15:30:47 2008 From: asraikhn at gmail.com (Asrai khn) Date: Sat, 5 Jan 2008 01:30:47 +0500 Subject: [rt-users] Is there any disadvantage of "Precedence: bulk" in RT emails header In-Reply-To: <477E51BA.6040709@bath.ac.uk> References: <5f0f8dba0801031148v3f991842x53d5ea60852710de@mail.gmail.com> <477E0B8B.6010703@bath.ac.uk> <5f0f8dba0801040342i783c229ejdaaaa819f18cc9f2@mail.gmail.com> <477E51BA.6040709@bath.ac.uk> Message-ID: <5f0f8dba0801041230j6ae8b270ncda8ae14d89d634a@mail.gmail.com> On Jan 4, 2008 8:33 PM, Mark Chappell wrote: > > Since you're using Postfix which I don't really know I'll do most of > this as an outline, and our procmail script is fairly custom do I'll > only quote chunks of the procmailrc. > > The first line of defense are our front-line mail relays. These reject > on various DNS rbls and add headers for several others. The lists we > use include SpamHaus' full zen list, SpamCop, MAPS and SORBS. They also > run a copy of spam assassin WITHOUT any of the baysaen stuff turned on, > a high enough spam score causes an out right rejection at the end of the > SMTP DATA time, and leaves a header in the message for lower scores. We > also reject on Virus signatures using the, and have some extra > signatures to pick up certain types of phishing scams > (http://www.sanesecurity.co.uk/). Any rejection at this stage is done > before we've actually accepted the mail, so backscatter (which I would > guess is what caught you out) is seen to come from the server sending > you the spam NOT from your servers. (.....) Hi Mark, thanks for the detail reply, its very much appreciated :) thanks and regards, askar -------------- next part -------------- An HTML attachment was scrubbed... URL: From dstilts at gaiaonline.com Fri Jan 4 19:06:04 2008 From: dstilts at gaiaonline.com (Dan Stilts) Date: Fri, 04 Jan 2008 16:06:04 -0800 Subject: [rt-users] UPDATE sessions query Message-ID: <477EC9EC.4040704@gaiaonline.com> Hi All, We are running into a problem with one of our Queues which has around ~12,000 new and open tickets in it. When clicking on the Queue from the 'Queues I administer' it finds 12,122 tickets (at the moment), which is fine and that page comes up nice and speedy (as speedy as expected with that many tickets found anyway). The problem comes up when clicking on any of the tickets on that resulting page though. Average time to display the page is around 15-20 seconds. I enabled mysql logging so I could see what is going on when I click on one of those tickets and it ends up resulting in about a 1MB "UPDATE sessions SET a_session =" query being performed. Then each time you go "Back" to the results page and click on another ticket, it has to update that session again. I understand the reason this is so large is because it's storing the information about those ~12k tickets so you can do your First, Last, Previous and Next's when you go into that ticket. Does anyone have any suggestions for something I can do speed this up? Or is there an easy way to place a hard limit of the number of results stored in the session? I would think file based sessions would speed this up, but unfortunately that won't work for us as we are running two RT servers in a round robin setup, so the session would invalid depending on which server they ended up on during each new page. System info: RT 3.6.4 (also tried 3.6.6RC2, but no improvement) MySQL 5.0.22 Apache 2.2.3 DBIx::SearchBuilder 1.50 Thanks! -Dan From theillien at yahoo.com Fri Jan 4 22:44:26 2008 From: theillien at yahoo.com (Mathew) Date: Fri, 04 Jan 2008 22:44:26 -0500 Subject: [rt-users] UPDATE sessions query In-Reply-To: <477EC9EC.4040704@gaiaonline.com> References: <477EC9EC.4040704@gaiaonline.com> Message-ID: <477EFD1A.9070504@yahoo.com> Good luck. I've been trying to figure this out myself with little help. Keep up with my goings on at http://theillien.blogspot.com Dan Stilts wrote: > Hi All, > > We are running into a problem with one of our Queues which has around > ~12,000 new and open tickets in it. When clicking on the Queue from the > 'Queues I administer' it finds 12,122 tickets (at the moment), which is > fine and that page comes up nice and speedy (as speedy as expected with > that many tickets found anyway). The problem comes up when clicking on > any of the tickets on that resulting page though. Average time to > display the page is around 15-20 seconds. > > I enabled mysql logging so I could see what is going on when I click on > one of those tickets and it ends up resulting in about a 1MB "UPDATE > sessions SET a_session =" query being performed. Then each time you go > "Back" to the results page and click on another ticket, it has to update > that session again. > > I understand the reason this is so large is because it's storing the > information about those ~12k tickets so you can do your First, Last, > Previous and Next's when you go into that ticket. > > Does anyone have any suggestions for something I can do speed this up? > Or is there an easy way to place a hard limit of the number of results > stored in the session? > > I would think file based sessions would speed this up, but unfortunately > that won't work for us as we are running two RT servers in a round robin > setup, so the session would invalid depending on which server they ended > up on during each new page. > > System info: > > RT 3.6.4 (also tried 3.6.6RC2, but no improvement) > MySQL 5.0.22 > Apache 2.2.3 > DBIx::SearchBuilder 1.50 > > Thanks! > > -Dan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > From cthala at gmail.com Sat Jan 5 18:44:37 2008 From: cthala at gmail.com (C Thala) Date: Sat, 5 Jan 2008 18:44:37 -0500 Subject: [rt-users] webform front end to RT, how to get email address? Message-ID: <77647f500801051544r16ff7f8cm8dfdbc3a95feecef@mail.gmail.com> Our organization has a webform frontend for our users to submit their requests. The webform sends an email which gets fed into rt-mailgate which gets their issue injected into the proper queue. Here is a sample email sent to rt-mailgate: From: webform at example.org To: rt at example.org Subject: submission to customer service web page This email has been sent from the example.org Customer Service web page. Email send to: Business Management Sender name: L User Sender email: luser at foo.com Subject: i have a problem Message Body: help me The problem is that the ticket owner for each new ticket is the envelope sender address of the webform, eg. webform at example.org. We want it to be set to , because they submitted the form. How can we get RT to use this as the owner of the ticket? I know the answer probably involves a scrip of some sort, but I don't know where to start. Any help appreciated. From todd at chaka.net Sun Jan 6 11:06:52 2008 From: todd at chaka.net (Todd Chapman) Date: Sun, 6 Jan 2008 11:06:52 -0500 Subject: [rt-users] webform front end to RT, how to get email address? In-Reply-To: <77647f500801051544r16ff7f8cm8dfdbc3a95feecef@mail.gmail.com> References: <77647f500801051544r16ff7f8cm8dfdbc3a95feecef@mail.gmail.com> Message-ID: <519782dc0801060806t6af914dav8d09faf36b008b6@mail.gmail.com> Fix your web form to set the From header correctly? -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Mon Jan 7 06:54:35 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 07 Jan 2008 11:54:35 +0000 Subject: [rt-users] Direct MySQL Auth - Integration with Company Website Message-ID: <478212FB.9020203@jennic.com> After a long time using RT for internal IT Support and providing IT to our applications dept. for supporting _their_ customers via e-mail, the apps dept would now like us to provide RT to our customers as a web-interface integrated into our company website. The trouble with this is that we need to integrate RT's authentication into the authentication system already in use on the website for customer login. The current system is a basic PHP/MySQL/Cookie auth system, but I'm having trouble working out the best way to try to integrate RT. The only option I have found so far that can possibly work is to use WebExternalAuth and mod_auth_mysql, but this has the unfortunate consequence of separating RT from the website so the website cannot pass an authenticated user to RT, they must authenticate a second time. This also means it is not possible for the website to send RT any other information, it can pull only username/password success or fail. My experience with RT thus far is based on LDAP authentication and it works like a dream, but obviously this is based on JimMeyer's custom LDAP authentication module, and no such equivalent exists for MySQL to my knowledge. I have attempted to trace through the code to see how RT connects to its own database in order to attempt to redirect authentication attempts to a different MySQL server than the RT default, but due to the complex modular and dependency-based structure of RT, this doesn't seem possible either. Does anyone have any recommendations on how I should go about doing this? It would seem that the short answer is I have to write a custom authentication module myself, but my experience with *advanced* perl coding and more specifically coding within RT is limited. I'm sure I could do it, but the sun might burn out first. -- 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 theillien at yahoo.com Mon Jan 7 09:48:58 2008 From: theillien at yahoo.com (Mathew Snyder) Date: Mon, 07 Jan 2008 09:48:58 -0500 Subject: [rt-users] Portal Integration Message-ID: <47823BDA.9050403@yahoo.com> We have a customer portal into which they log using RSA authentication. The portal has a web form which allows them to fill out and submit tickets. Of course, RT has the Self Service interface which makes our web form somewhat redundant. However, this redundancy is more-or-less necessary since we don't have RSA authentication into RT. This leads to my question. Is it possible and has anyone integrated RSA authentication into their RT setup to allow for the type of behaviour I'm looking for? That behaviour would be to allow persons that log in to the portal to have access to the RT Self Service UI. Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From stephen.cochran at kingarthurflour.com Mon Jan 7 10:24:05 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 7 Jan 2008 10:24:05 -0500 Subject: [rt-users] Adding components to the At a Glance In-Reply-To: <47823BDA.9050403@yahoo.com> References: <47823BDA.9050403@yahoo.com> Message-ID: <8BB80516-58AA-4F8E-824D-E7DD77BA7D94@kingarthurflour.com> I'm wondering what the correct place to create a new section that can be included in the At a Glance view. I'm looking to create a small summary of requests a user has made (mini-self service list) that can be added globally for all users. Steve From theillien at yahoo.com Mon Jan 7 10:31:00 2008 From: theillien at yahoo.com (Mathew Snyder) Date: Mon, 07 Jan 2008 10:31:00 -0500 Subject: [rt-users] Adding components to the At a Glance In-Reply-To: <8BB80516-58AA-4F8E-824D-E7DD77BA7D94@kingarthurflour.com> References: <47823BDA.9050403@yahoo.com> <8BB80516-58AA-4F8E-824D-E7DD77BA7D94@kingarthurflour.com> Message-ID: <478245B4.2090602@yahoo.com> Why not just use the "Tickets I created" widget? Mathew Keep up with me and what I'm up to: http://theillien.blogspot.com Steve Cochran wrote: > > I'm wondering what the correct place to create a new section that can be > included in the At a Glance view. > > I'm looking to create a small summary of requests a user has made > (mini-self service list) that can be added globally for all users. > > Steve > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy > a copy at http://rtbook.bestpractical.com > From m.d.chappell at bath.ac.uk Mon Jan 7 10:11:05 2008 From: m.d.chappell at bath.ac.uk (Mark Chappell) Date: Mon, 07 Jan 2008 15:11:05 +0000 Subject: [rt-users] Portal Integration In-Reply-To: <47823BDA.9050403@yahoo.com> References: <47823BDA.9050403@yahoo.com> Message-ID: <47824109.4050500@bath.ac.uk> Mathew Snyder wrote: > This leads to my question. Is it possible and has anyone integrated RSA > authentication into their RT setup to allow for the type of behaviour I'm > looking for? That behaviour would be to allow persons that log in to the portal > to have access to the RT Self Service UI. Assuming you've got the Apache magic in place to do the RSA authentication for you, it's not massively complex to get RT to use Apache's authentication and trust "REMOTE_USER" You just need to add Set ($WebExternalAuth , 1); Set ($WebFallbackToInternalAuth , 1); To your RT configuration And RSA protect the /SelfService directory To use CAS (http://www.ja-sig.org/wiki/display/CAS/Home) with the system I ended up using a couple of extra hoops to bounce you to a seperate page so I only had to do the authentication once (Getting partially logged out every 2 hours got annoying). But it worked without them. Mark -- Mark Chappell Unix Systems Administrator From Candelario at zoominfo.com Mon Jan 7 10:35:26 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Mon, 7 Jan 2008 10:35:26 -0500 Subject: [rt-users] Migrating Message-ID: Hi, Does anyone know or where I can find documentation on migrating from WinRT version 3.0.12 to the newest Linux version? I have the newest version already installed and running under Ubuntu. Thanks, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen.cochran at kingarthurflour.com Mon Jan 7 10:54:48 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 7 Jan 2008 10:54:48 -0500 Subject: [rt-users] Adding components to the At a Glance Message-ID: <7FF82E15-A592-4C4E-8226-C8C4F426139B@kingarthurflour.com> I'm wondering what the correct place to create a new section that can be included in the At a Glance view. I'm looking to create a small summary of requests a user has made (mini-self service list) that can be added globally for all users. Along those lines, is there a way to link to the Self-Service interface for users who aren't automatically directed to it? Steve From jmanley at BoulderMedicalCenter.com Mon Jan 7 10:52:36 2008 From: jmanley at BoulderMedicalCenter.com (Jason Manley) Date: Mon, 7 Jan 2008 08:52:36 -0700 Subject: [rt-users] Table links Message-ID: <8ECA1A9D4470834EA8E78D3C3254F6FDD41BD6@ads_exchange.bouldermedicalcenter.com> We just recently setup RT for my IT group here and I am wondering how the attachment table and the ticket table are linked. I see no shared values between the two tables. I need this information to build a DTS package that pulls from our SQL database and will throw bug tickets in automatically into the RT database on mySQL. Already have the ODBC driver and plan just need to figure out how the two tables are mapped so I can create the same link when the DTS package dumps its data in. Thanks Jason Boulder Medical Center Jmanley at bouldermedicalcenter.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen.cochran at kingarthurflour.com Mon Jan 7 11:05:55 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 7 Jan 2008 11:05:55 -0500 Subject: {Spam?} Re: [rt-users] Adding components to the At a Glance In-Reply-To: <478245B4.2090602@yahoo.com> References: <47823BDA.9050403@yahoo.com> <8BB80516-58AA-4F8E-824D-E7DD77BA7D94@kingarthurflour.com> <478245B4.2090602@yahoo.com> Message-ID: <3DD36E40-B466-40A1-83F7-3D7040C255DD@kingarthurflour.com> On Jan 7, 2008, at 10:31 AM, Mathew Snyder wrote: > Why not just use the "Tickets I created" widget? I don't have that widget listed, is it part of the standard install? Steve From theillien at yahoo.com Mon Jan 7 11:07:28 2008 From: theillien at yahoo.com (Mathew Snyder) Date: Mon, 07 Jan 2008 11:07:28 -0500 Subject: {Spam?} Re: [rt-users] Adding components to the At a Glance In-Reply-To: <3DD36E40-B466-40A1-83F7-3D7040C255DD@kingarthurflour.com> References: <47823BDA.9050403@yahoo.com> <8BB80516-58AA-4F8E-824D-E7DD77BA7D94@kingarthurflour.com> <478245B4.2090602@yahoo.com> <3DD36E40-B466-40A1-83F7-3D7040C255DD@kingarthurflour.com> Message-ID: <47824E40.4080609@yahoo.com> Under Preferences->RT at a glance you can select which widgets you want to display. Keep up with me and what I'm up to: http://theillien.blogspot.com Steve Cochran wrote: > > On Jan 7, 2008, at 10:31 AM, Mathew Snyder wrote: > >> Why not just use the "Tickets I created" widget? > > I don't have that widget listed, is it part of the standard install? > > Steve > From jesse at bestpractical.com Mon Jan 7 11:34:50 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 7 Jan 2008 11:34:50 -0500 Subject: [rt-users] Table links In-Reply-To: <8ECA1A9D4470834EA8E78D3C3254F6FDD41BD6@ads_exchange.bouldermedicalcenter.com> References: <8ECA1A9D4470834EA8E78D3C3254F6FDD41BD6@ads_exchange.bouldermedicalcenter.com> Message-ID: <20080107163450.GA28623@bestpractical.com> On Mon, Jan 07, 2008 at 08:52:36AM -0700, Jason Manley wrote: > We just recently setup RT for my IT group here and I am wondering how > the attachment table and the ticket table are linked. I see no shared > values between the two tables. I need this information to build a DTS > package that pulls from our SQL database and will throw bug tickets in > automatically into the RT database on mySQL. Already have the ODBC > driver and plan just need to figure out how the two tables are mapped so > I can create the same link when the DTS package dumps its data in. They're linked via the Transactions table. HOWEVER, we strongly recommend you use the RT API rather than write to the SQL database directly. (If you do and don't get everything exactly right, including groups, custom fields, ACLs and so forth, it's going to be hard for anyone to help you fix things up later) > > Thanks > > Jason > > Boulder Medical Center > > Jmanley at bouldermedicalcenter.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From gleduc at mail.sdsu.edu Mon Jan 7 11:45:15 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 07 Jan 2008 08:45:15 -0800 Subject: [rt-users] webform front end to RT, how to get email address? In-Reply-To: <77647f500801051544r16ff7f8cm8dfdbc3a95feecef@mail.gmail.co m> References: <77647f500801051544r16ff7f8cm8dfdbc3a95feecef@mail.gmail.com> Message-ID: <6.2.1.2.2.20080107082856.027e4098@mail.sdsu.edu> The easy way to do this is to have your app spoof the sender of the mail so that it appears to come from luser at foo.com instead of your app. That's how we do it. The more complicated way is to use a scrip to extract the information from the body of the e-mail and then create a user and set the owner to that user. Here's how you can get the user e-mail from the body of the e-mail, but I've never tried creating an RT user via a scrip. As always, this might need a little tweaking. ### Extract fields from e-mail my $Transaction = $self->TransactionObj; my $CurrentUser = $Transaction->CurrentUser; my $Content = $Transaction->Content; my $UserFlag = "Sender email: " my ($Orig) = $Content =~ /$UserFlag(.*)\n/s; chomp $Orig; ### $Orig should have the e-mail address from the e-mail body now Regards, Gene At 03:44 PM 1/5/2008, C Thala wrote: >Our organization has a webform frontend for our users to submit their >requests. The webform sends an email which gets fed into rt-mailgate >which gets their issue injected into the proper queue. Here is a >sample email sent to rt-mailgate: > > From: webform at example.org > To: rt at example.org > Subject: submission to customer service web page > > This email has been sent from the example.org Customer Service web page. > Email send to: Business Management > Sender name: L User > Sender email: luser at foo.com > Subject: i have a problem > Message Body: help me > >The problem is that the ticket owner for each new ticket is the >envelope sender address of the webform, eg. webform at example.org. > >We want it to be set to , because they submitted the >form. How can we get RT to use this as the owner of the ticket? I know >the answer probably involves a scrip of some sort, but I don't know >where to start. > >Any help appreciated. -- Gene LeDuc, GSEC Security Analyst San Diego State University From HelmuthRamirez at compupay.com Mon Jan 7 11:52:44 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Mon, 7 Jan 2008 11:52:44 -0500 Subject: [rt-users] webform front end to RT, how to get email address? In-Reply-To: <6.2.1.2.2.20080107082856.027e4098@mail.sdsu.edu> References: <77647f500801051544r16ff7f8cm8dfdbc3a95feecef@mail.gmail.com> <6.2.1.2.2.20080107082856.027e4098@mail.sdsu.edu> Message-ID: <7314881427FC8A4081673E8CEEA7924908565382@EXMIAMI01.compupay.com> We're thinking of doing something similar. I was 'planning' on using CommandbyMail and have the app put the username information on the outgoing e-mail into RT. So the webform would ask for name, e-mail, problem. The e-mail submitted to RT would look something like: Requestor:theirName at domain.com Description: the problem they typed above And so on. That's what we were thinking anyway, unless there's a reason why this can't be done?? Helmuth At 03:44 PM 1/5/2008, C Thala wrote: >Our organization has a webform frontend for our users to submit their >requests. The webform sends an email which gets fed into rt-mailgate >which gets their issue injected into the proper queue. Here is a >sample email sent to rt-mailgate: > > From: webform at example.org > To: rt at example.org > Subject: submission to customer service web page > > This email has been sent from the example.org Customer Service web page. > Email send to: Business Management > Sender name: L User > Sender email: luser at foo.com > Subject: i have a problem > Message Body: help me > >The problem is that the ticket owner for each new ticket is the >envelope sender address of the webform, eg. webform at example.org. > >We want it to be set to , because they submitted the >form. How can we get RT to use this as the owner of the ticket? I know >the answer probably involves a scrip of some sort, but I don't know >where to start. > >Any help appreciated. -- Gene LeDuc, GSEC Security Analyst San Diego State University _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From stephen.cochran at kingarthurflour.com Mon Jan 7 12:15:25 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 7 Jan 2008 12:15:25 -0500 Subject: {Spam?} Re: [rt-users] Adding components to the At a Glance In-Reply-To: <47824E40.4080609@yahoo.com> References: <47823BDA.9050403@yahoo.com> <8BB80516-58AA-4F8E-824D-E7DD77BA7D94@kingarthurflour.com> <478245B4.2090602@yahoo.com> <3DD36E40-B466-40A1-83F7-3D7040C255DD@kingarthurflour.com> <47824E40.4080609@yahoo.com> Message-ID: I was looking there, and in the global settings. I don't have widget called "Tickets I created". Steve On Jan 7, 2008, at 11:07 AM, Mathew Snyder wrote: > Under Preferences->RT at a glance you can select which widgets you > want to display. From theillien at yahoo.com Mon Jan 7 12:18:59 2008 From: theillien at yahoo.com (Mathew Snyder) Date: Mon, 07 Jan 2008 12:18:59 -0500 Subject: {Spam?} Re: [rt-users] Adding components to the At a Glance In-Reply-To: References: <47823BDA.9050403@yahoo.com> <8BB80516-58AA-4F8E-824D-E7DD77BA7D94@kingarthurflour.com> <478245B4.2090602@yahoo.com> <3DD36E40-B466-40A1-83F7-3D7040C255DD@kingarthurflour.com> <47824E40.4080609@yahoo.com> Message-ID: <47825F03.4020409@yahoo.com> Strange. I thought it was standard. I guess you can create a custom search and use that. Keep up with me and what I'm up to: http://theillien.blogspot.com Steve Cochran wrote: > I was looking there, and in the global settings. I don't have widget > called "Tickets I created". > > Steve > > > > On Jan 7, 2008, at 11:07 AM, Mathew Snyder wrote: > >> Under Preferences->RT at a glance you can select which widgets you >> want to display. > > From crpatter at ci.grand-rapids.mi.us Mon Jan 7 13:10:31 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Mon, 7 Jan 2008 13:10:31 -0500 Subject: {Spam?} Re: [rt-users] Adding components to the At a Glance In-Reply-To: <47825F03.4020409@yahoo.com> References: <47823BDA.9050403@yahoo.com><8BB80516-58AA-4F8E-824D-E7DD77BA7D94@kingarthurflour.com><478245B4.2090602@yahoo.com><3DD36E40-B466-40A1-83F7-3D7040C255DD@kingarthurflour.com><47824E40.4080609@yahoo.com> <47825F03.4020409@yahoo.com> Message-ID: Steve, What version of RT are you using? Is it before 3.6? Craig -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder Sent: Monday, January 07, 2008 12:19 PM To: Steve Cochran Cc: RT-Users at lists.bestpractical.com Subject: Re: {Spam?} Re: [rt-users] Adding components to the At a Glance Strange. I thought it was standard. I guess you can create a custom search and use that. Keep up with me and what I'm up to: http://theillien.blogspot.com Steve Cochran wrote: > I was looking there, and in the global settings. I don't have widget > called "Tickets I created". > > Steve > > > > On Jan 7, 2008, at 11:07 AM, Mathew Snyder wrote: > >> Under Preferences->RT at a glance you can select which widgets you >> want to display. > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From tom at triadsys.com Mon Jan 7 13:49:34 2008 From: tom at triadsys.com (Tom Vier) Date: Mon, 07 Jan 2008 13:49:34 -0500 Subject: [rt-users] fastcgi setup (debian, rt3.6, apache2 In-Reply-To: <4772A97C.8070905@triadsys.com> References: <476C34D0.6040401@triadsys.com> <20071222072548.GA15898@easter-eggs.com> <47728284.8020700@triadsys.com> <4772A97C.8070905@triadsys.com> Message-ID: <4782743E.4030605@triadsys.com> Now i'm stumped. I have both apache2 and mysql running on this machine. RT works if i access using 127.0.0.1 or it's lan address. However, if i try the lan address from another machine on the lan, only the login screen works. After you click login, the browser goes to /index.html (empty file in /var/www/) instead of /rt/index.html. The html source shows the post action as "index.html" from a local browser and from another machine (using both firefox and ie). === /etc/apache2/sites-enabled: Include /etc/request-tracker3.6/apache2-fastcgi.conf NameVirtualHost * ServerAdmin webmaster at localhost DocumentRoot /var/www/ Options FollowSymLinks AllowOverride None # tried these two lines, no help: # Order allow,deny # Allow from all Options Indexes FollowSymLinks MultiViews AllowOverride None Order allow,deny allow from all # This directive allows us to have apache2's default start page # in /apache2-default/, but still have / go to the right place # disabling this makes no diff: # RedirectMatch ^/$ /apache2-default/ ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/ AllowOverride None Options ExecCGI -MultiViews +SymLinksIfOwnerMatch Order allow,deny Allow from all ErrorLog /var/log/apache2/error.log # Possible values include: debug, info, notice, warn, error, crit, # alert, emerg. LogLevel debug CustomLog /var/log/apache2/access.log combined ServerSignature On Alias /doc/ "/usr/share/doc/" Options Indexes MultiViews FollowSymLinks AllowOverride None # Order deny,allow # Deny from all # Allow from 127.0.0.0/255.0.0.0 ::1/128 === /etc/request-tracker3.6/apache2-fastcgi.conf: # You might want to enable this line # AddDefaultCharset UTF-8 # These are set properly by the libapache2-mod-fastcgi package AddHandler fastcgi-script fcgi #FastCgiIpcDir /var/run/fastcgi # Tell FastCGI to trigger on the handler FastCgiServer /usr/share/request-tracker3.6/libexec/mason_handler.fcgi # Bypass FastCGI for images Alias /rt/NoAuth/images /usr/share/request-tracker3.6/html/NoAuth/images # Use the handler for everything else ScriptAlias /rt /usr/share/request-tracker3.6/libexec/mason_handler.fcgi DirectoryIndex /rt/html/index.html # these made no diff: # Order deny,allow # Allow from all -- Tom Vier Sysadmin - Support Technician Triad Systems Engineering, Inc. Tom Vier wrote: > I got it working. The suexec module wasn't enabled and i was including > the rt config inside a virtual host (i just moved it up a level to the > first line of site-enabled/rt). > > -- > Tom Vier > Sysadmin - Support Technician > Triad Systems Engineering, Inc. > > Tom Vier wrote: >> Same problem, unfortunately. I have both installed. Apache complains >> that FastCgiIpcDir and FastCgiServer are invalid commands, when i >> include rt's apache2 conf file in sites-enabled/rt. >> >> I have these files, so i looks to me like it should be loading those >> modules. >> >> tom:/etc/apache2# cat mods-available/fastcgi.conf >> >> AddHandler fastcgi-script .fcgi >> #FastCgiWrapper /usr/lib/apache2/suexec2 >> FastCgiIpcDir /var/lib/apache2/fastcgi >> >> tom:/etc/apache2# cat mods-available/fcgid.conf >> >> AddHandler fcgid-script .fcgi >> SocketPath /var/lib/apache2/fcgid/sock >> IPCConnectTimeout 20 >> >> >> >> and i've tried with both fastcgi: >> >> lrwxrwxrwx 1 root root 30 2007-12-26 11:29 fastcgi.conf -> >> ../mods-available/fastcgi.conf >> lrwxrwxrwx 1 root root 30 2007-12-26 11:29 fastcgi.load -> >> ../mods-available/fastcgi.load >> >> and fcgid modules enabled (never both, in case they conflict). >> >> -- >> Tom Vier >> Sysadmin - Support Technician >> Triad Systems Engineering, Inc. >> >> Emmanuel Lacour wrote: >>> On Fri, Dec 21, 2007 at 04:49:04PM -0500, Tom Vier wrote: >>>> I'm trying to use libapache2-mod-fcgid (debian apparently has a problem >>> >>> >>> libapache2-mod-fastcgi != libapache2-mod-fcgid >>> >>> install libapache2-mod-fastcgi, and it should works ;) >>> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com From stephen.cochran at kingarthurflour.com Mon Jan 7 14:13:56 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 7 Jan 2008 14:13:56 -0500 Subject: {Spam?} Re: [rt-users] Adding components to the At a Glance In-Reply-To: <47825F03.4020409@yahoo.com> References: <47823BDA.9050403@yahoo.com> <8BB80516-58AA-4F8E-824D-E7DD77BA7D94@kingarthurflour.com> <478245B4.2090602@yahoo.com> <3DD36E40-B466-40A1-83F7-3D7040C255DD@kingarthurflour.com> <47824E40.4080609@yahoo.com> <47825F03.4020409@yahoo.com> Message-ID: <0B11312A-E88E-459C-A2C4-C19FE91C62B8@kingarthurflour.com> That gets back to my original question. How do you create a new widget that appears in the list to add to the "At a glance" view? Steve On Jan 7, 2008, at 12:18 PM, Mathew Snyder wrote: > Strange. I thought it was standard. I guess you can create a > custom search and > use that. From stephen.cochran at kingarthurflour.com Mon Jan 7 14:14:37 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 7 Jan 2008 14:14:37 -0500 Subject: {Spam?} Re: [rt-users] Adding components to the At a Glance In-Reply-To: References: <47823BDA.9050403@yahoo.com><8BB80516-58AA-4F8E-824D-E7DD77BA7D94@kingarthurflour.com><478245B4.2090602@yahoo.com><3DD36E40-B466-40A1-83F7-3D7040C255DD@kingarthurflour.com><47824E40.4080609@yahoo.com> <47825F03.4020409@yahoo.com> Message-ID: Nope, 3.6.3 on FC7. On Jan 7, 2008, at 1:10 PM, Patterson, Craig wrote: > What version of RT are you using? Is it before 3.6? From theillien at yahoo.com Mon Jan 7 14:22:15 2008 From: theillien at yahoo.com (Mathew Snyder) Date: Mon, 07 Jan 2008 14:22:15 -0500 Subject: {Spam?} Re: [rt-users] Adding components to the At a Glance In-Reply-To: <0B11312A-E88E-459C-A2C4-C19FE91C62B8@kingarthurflour.com> References: <47823BDA.9050403@yahoo.com> <8BB80516-58AA-4F8E-824D-E7DD77BA7D94@kingarthurflour.com> <478245B4.2090602@yahoo.com> <3DD36E40-B466-40A1-83F7-3D7040C255DD@kingarthurflour.com> <47824E40.4080609@yahoo.com> <47825F03.4020409@yahoo.com> <0B11312A-E88E-459C-A2C4-C19FE91C62B8@kingarthurflour.com> Message-ID: <47827BE7.7030304@yahoo.com> Under the Ticket page build the search you want (eg. Requestor = 'username' or CreatedBy = 'username) but don't actually run the search. Under the Current Search field is a Saved Searches box. Enter the name of the search in the Description box and click save. Then go to Preferences->RT at a glance and it should appear in the list of widgets to add. Keep up with me and what I'm up to: http://theillien.blogspot.com Steve Cochran wrote: > That gets back to my original question. How do you create a new widget > that appears in the list to add to the "At a glance" view? > > Steve > > > On Jan 7, 2008, at 12:18 PM, Mathew Snyder wrote: > >> Strange. I thought it was standard. I guess you can create a custom >> search and >> use that. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy > a copy at http://rtbook.bestpractical.com > From cthala at gmail.com Mon Jan 7 14:31:11 2008 From: cthala at gmail.com (C Thala) Date: Mon, 7 Jan 2008 14:31:11 -0500 Subject: [rt-users] webform front end to RT, how to get email address? -- SOLVED Message-ID: <77647f500801071131scc5e32dp6148c054735a9c51@mail.gmail.com> On Jan 7, 2008 11:45 AM, Gene LeDuc wrote: > The easy way to do this is to have your app spoof the sender of the mail so > that it appears to come from luser at foo.com instead of your app. That's how > we do it. Thanks. We had someone else write (and host, grr) the front end, but after some convincing, we managed to get their devs to spoof the envelope sender. Thanks Gene and Todd for your help with this. From jlong at messiah.edu Mon Jan 7 15:07:53 2008 From: jlong at messiah.edu (Jason Long) Date: Mon, 07 Jan 2008 15:07:53 -0500 Subject: [rt-users] Adding components to the At a Glance In-Reply-To: <7FF82E15-A592-4C4E-8226-C8C4F426139B@kingarthurflour.com> References: <7FF82E15-A592-4C4E-8226-C8C4F426139B@kingarthurflour.com> Message-ID: <47828699.3080904@messiah.edu> Steve Cochran wrote: > I'm wondering what the correct place to create a new section that can > be included in the At a Glance view. I'm looking to create a small > summary of requests a user has made (mini-self service list) that can > be added globally for all users. This page has some clues: http://wiki.bestpractical.com/view/HomePageSavedSearches In particular, check the "RT 3.6.0" heading. Basically, you'll want to create a file named html/Elements/MyNewComponent (or similar). Then modify the $HomepageComponents option in your RT config file to include MyNewComponent. Then restart your web server. Hope that helps, Jason From mgilstrap at rw3.com Mon Jan 7 15:15:28 2008 From: mgilstrap at rw3.com (Matt Gilstrap) Date: Mon, 7 Jan 2008 12:15:28 -0800 Subject: [rt-users] Asset Tracker list in ticket custom field Message-ID: I was wondering if anyone has figured out a way to create a custom field in a ticket that lists all of the assets in Asset Tracker. We would like to be able to track changes made to each server in the network and find it cumbersome to have to go to the asset first to create the ticket or to find the asset number and manually add "at://rw3.com/asset/11" to the refers to field. Any ideas, workarounds, complaints, ridicule are much appreciated. Cheers, Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Mon Jan 7 15:33:09 2008 From: todd at chaka.net (Todd Chapman) Date: Mon, 7 Jan 2008 15:33:09 -0500 Subject: [rt-users] Asset Tracker list in ticket custom field In-Reply-To: References: Message-ID: <519782dc0801071233n3e785d76o871b9f269ca1aa3f@mail.gmail.com> Keep in mind that the built in way creates links and you are talking about using custom fields. Two very different things. RT 3.6 has a callback that makes it easier to override how a custom field is displayed in view and edit modes. What you want to do is make an "Enter multiple values" CF but have it look like a pick list that is populated from the asset list. -Todd ---------------- Now playing: Gorillaz - M1 A1 posted with FoxyTunes On 1/7/08, Matt Gilstrap wrote: > > I was wondering if anyone has figured out a way to create a custom field > in a ticket that lists all of the assets in Asset Tracker. We would like to > be able to track changes made to each server in the network and find it > cumbersome to have to go to the asset first to create the ticket or to find > the asset number and manually add "at://rw3.com/asset/11" to the refers to > field. Any ideas, workarounds, complaints, ridicule are much appreciated. > > > > Cheers, > > Matt > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tab at secu.dk Mon Jan 7 15:08:25 2008 From: tab at secu.dk (Tommy Abrahamsson) Date: Mon, 7 Jan 2008 20:08:25 +0000 (UTC) Subject: [rt-users] Asset Tracker list in ticket custom field In-Reply-To: Message-ID: <549721.01199736505148.JavaMail.root@APPBRH001.secu.local> Hi Matt We solved it by using a Custom Field, which is populated every night by a cronjob. The cronjob script parses a specific Asset Type, ie Customer, and populates a CF named Customer. There's a Scrip which creates a link to the Asset automatically when creating a new ticket. It works great, but may not be as pretty :) I've attached everything for you here. Hope it works out for you. Btw. we're using RT 3.6.5. cronjob #!/usr/bin/perl use warnings; use strict; use lib qw(/opt/rt3/local/lib /opt/rt3/lib); use Getopt::Long; use RT; use RTx::AssetTracker; use RTx::AssetTracker::Assets; use RTx::AssetTracker::Asset; use RTx::AssetTracker::Types; use RTx::AssetTracker::Type; RT::LoadConfig(); RT::Init(); my %args; GetOptions(\%args, 'field=s', 'update','replace' ,'help', 'verbose'); if ($args{'help'} || !($args{'update'}||$args{'replace'}) ){ help(); exit; } # Load customer assets my $assetobj = RTx::AssetTracker::Assets->new($RT::SystemUser); $assetobj->FromSQL('Type = "Customers" AND Status != "retired"'); my $cf = RT::CustomField->new(RT->SystemUser); $cf->Load( $args{'field'} ); unless ( $cf->id ) { die "Couldn't find that custom field\n"; } if ( $args{'replace'} ) { my $values = $cf->Values; my %map; # Clear all values while ( my $value = $values->Next ) { $value->Delete(); } } if ( $args{'update'} || $args{'replace'} ) { my $values = $cf->Values; my @current; $assetobj->First; while ( my $value = $values->Next ) { push @current, $value->Name; } while (my $asset = $assetobj->Next) { unless ( grep { $asset eq $_ } @current ) { print STDERR "Adding " . $asset . "\n" if ($args{'verbose'}); my ( $ret, $val ) = $cf->AddValue( Name => $asset->Name."|".$asset->Id ); } } } print STDERR "Done\n" if ($args{'verbose'}); sub help { print <TransactionObj->Type; # If it's not a Create or CustomField update, then exit if ( $trans ne 'Create' && $trans ne 'CustomField' ) { return 0; } Custom Action Cleanup code my @tmp = split(/\|/, $self->TransactionObj->OldValue); my $old_value = $tmp[1]; @tmp = split(/\|/, $self->TicketObj->FirstCustomFieldValue('Customer')); my $new_value = $tmp[1]; my $asset = RTx::AssetTracker::Asset->new($self->CurrentUser); my ($id,$msg) = $asset->Load($new_value); if (! $id) { $RT::Logger->crit("Could not load asset $new_value: $msg"); return 0; } ($id,$msg) = $self->TicketObj->AddLink(Type => 'RefersTo', Target => $asset->URI); if (! $id) { $RT::Logger->crit("Could not AddLink: $msg"); return 0; } # If the value has changed, then delete old link if ($old_value ne $new_value && $old_value) { my ($id,$msg) = $asset->Load($old_value); ($id,$msg) = $self->TicketObj->DeleteLink(Type => 'RefersTo', Target => $asset->URI); if (! $id) { $RT::Logger->crit("Could not DeleteLink: $msg"); return 0; } } 1; 1; -- Med venlig hilsen / Best regards Tommy Abrahamsson ----- Original Message ----- From: "Matt Gilstrap" To: rt-users at lists.bestpractical.com Sent: 7. januar 2008 21:15:28 (GMT+0100) Europe/Berlin Subject: [rt-users] Asset Tracker list in ticket custom field I was wondering if anyone has figured out a way to create a custom field in a ticket that lists all of the assets in Asset Tracker. We would like to be able to track changes made to each server in the network and find it cumbersome to have to go to the asset first to create the ticket or to find the asset number and manually add ?at://rw3.com/asset/11? to the refers to field. Any ideas, workarounds, complaints, ridicule are much appreciated. Cheers, Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrivel at contextweb.com Mon Jan 7 17:01:29 2008 From: jrivel at contextweb.com (Josh Rivel) Date: Mon, 7 Jan 2008 17:01:29 -0500 Subject: [rt-users] FW: Patch for rt to process tickets with the same subject? Message-ID: <1A970B2EF1C4D447A935E9AC2C4BD7F702D685AA@CWEXCHANGE.contextweb.corp> Hello- So we do a lot of our RT work here via email. We're running rt-3.6.5 with RTFM on Ubuntu Server 7.10. If someone replies to a thread, it will open up a new ticket, so then it makes it difficult to track down the original ticket. Example. queue name is department at somedomain.com All our email is handled on our Exchange server. the RT box polls the Exchange server every minute via fetchmail, here's a snippet of the /root/.fetchmailrc username departmentname at domain.com password 'something' mda "/opt/rt3/bin/rt-mailgate --queue 'Department Projects' --action correspond --url http://internal.ticketing.server" username departmentname-comments at domain.com password 'somethingelse' mda "/opt/rt3/bin/rt-mailgate --queue 'Department Projects' --action comment --url http://internal.ticketing.server" So if I send an email to departmentname at domain.com with subject "ticket for foo" It will create a ticket. If someone else replies, even with the same subject, another ticket will be created. I tried applying the patch here: http://wiki.bestpractical.com/view/InReplyToParsing but sinec that's for an older version of RT (3.4 vs. 3.6.5) I managed to apply it but then no emails were being sent out at all (so not a valid solution) Sorry if I'm beign unclear, I'm trying as best I can to describe the issue as clearly as possible. Thanks -- Josh From mndud3 at gmail.com Mon Jan 7 17:42:56 2008 From: mndud3 at gmail.com (Bill Fischer) Date: Mon, 7 Jan 2008 16:42:56 -0600 Subject: [rt-users] 3.6.5 Cannot find server Message-ID: <4812be720801071442y13ae0892u2e3ab967f62e91f8@mail.gmail.com> Hello, Running 3.6.5 on Solaris 10 with mysql backend. The directions in RT Essentials and on the RT wiki for changing the logo don't seem to be correct for 3.6.5. The URL and the alt text work, but the actual image shows up as broken. It appears that Mason doesn't know what to do with the new .jpg or .gif. Even copying over the bplogo.gif didn't quite work ... it still showed the original bp logo. Is there something special I need to do to get Mason to handle the new image file correctly? -Bill. -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen.cochran at kingarthurflour.com Mon Jan 7 20:33:44 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 7 Jan 2008 20:33:44 -0500 Subject: [rt-users] Cleanly Customizing Message-ID: I need to make a small change to one of the files, and I read the wiki article about cleanly customizing. I'm interested in copying the file into a "local" directory and have it used instead of the distro one, but I'm not sure where the "local" dir should be. I'm using rt3 from rpm on Fedora, and the apache conf file is configured pointing at /usr/share/rt3/html with the Mason directive. Where would the "local" directory be in relation to that setup? Thanks, Steve From stephen.cochran at kingarthurflour.com Mon Jan 7 21:38:47 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 7 Jan 2008 21:38:47 -0500 Subject: [rt-users] __CurrentUser__ Message-ID: I think I might have found something weird going on. One of the included searches uses the special string "__CurrentUser__" as a search term. This is mapped in the Elements/ShowSearch file to be $session{"CurrentUser"}->Id. Now the search works properly on the front page, but if you go into the query (edit -> edit predefined search) and choose "Show Results", I get no results back. Is it possible that this variable is not being replaced in some locations? What's even weirder is that I enabled mysql query logging, and I saw the value "__CurrentUser__" being passed to the database from different places, including the front page where the query seems to work. All this is getting back to creating a "My Requests" search that works for all users. I have a query that works if I put my username in, but I can't get a query for the current logged in user working. Steve From todd at chaka.net Mon Jan 7 21:52:44 2008 From: todd at chaka.net (Todd Chapman) Date: Mon, 7 Jan 2008 21:52:44 -0500 Subject: [rt-users] Cleanly Customizing In-Reply-To: References: Message-ID: <519782dc0801071852h39e17362pacf52c93db4fd26d@mail.gmail.com> Look for the $LocalPath variable in RT.pm. It's that variable with "/html" appended. On 1/7/08, Steve Cochran wrote: > > > I need to make a small change to one of the files, and I read the wiki > article about cleanly customizing. > > I'm interested in copying the file into a "local" directory and have > it used instead of the distro one, but I'm not sure where the "local" > dir should be. > > I'm using rt3 from rpm on Fedora, and the apache conf file is > configured pointing at /usr/share/rt3/html with the Mason directive. > > Where would the "local" directory be in relation to that setup? > > Thanks, > Steve > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Mon Jan 7 21:59:37 2008 From: todd at chaka.net (Todd Chapman) Date: Mon, 7 Jan 2008 21:59:37 -0500 Subject: [rt-users] __CurrentUser__ In-Reply-To: References: Message-ID: <519782dc0801071859s75975ec4l7888d43d432fbd6c@mail.gmail.com> What is going on is that some searches used on the front page have that special variable in them and the components that display the search results substitute __CurrentUser__ before passing the search to the search engine. It would be better if search parser handled this at a lower level, but it doesn't. On 1/7/08, Steve Cochran wrote: > > > I think I might have found something weird going on. One of the > included searches uses the special string "__CurrentUser__" as a > search term. This is mapped in the Elements/ShowSearch file to be > $session{"CurrentUser"}->Id. > > Now the search works properly on the front page, but if you go into > the query (edit -> edit predefined search) and choose "Show Results", > I get no results back. Is it possible that this variable is not being > replaced in some locations? > > What's even weirder is that I enabled mysql query logging, and I saw > the value "__CurrentUser__" being passed to the database from > different places, including the front page where the query seems to > work. > > > All this is getting back to creating a "My Requests" search that works > for all users. I have a query that works if I put my username in, but > I can't get a query for the current logged in user working. > > Steve > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen.cochran at kingarthurflour.com Mon Jan 7 23:10:05 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 7 Jan 2008 23:10:05 -0500 Subject: [rt-users] __CurrentUser__ In-Reply-To: <519782dc0801071859s75975ec4l7888d43d432fbd6c@mail.gmail.com> References: <519782dc0801071859s75975ec4l7888d43d432fbd6c@mail.gmail.com> Message-ID: <353968AB-6847-40F6-98DF-0B7885C22553@kingarthurflour.com> Good info, thanks. So that means to have a "My Requests" widget on the "RT At A Glance" page, I'll have to find where the hack to turn __CurrentUser__ into the username happens, and make it happen for my widget as well. Seems like what I want to do should be really easy. Display a widget that shows what the self service interface would show. Steve On Jan 7, 2008, at 9:59 PM, Todd Chapman wrote: > What is going on is that some searches used on the front page have > that special variable in them and the components that display the > search results substitute __CurrentUser__ before passing the search > to the search engine. It would be better if search parser handled > this at a lower level, but it doesn't. From stephen.cochran at kingarthurflour.com Mon Jan 7 23:11:37 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 7 Jan 2008 23:11:37 -0500 Subject: [rt-users] __CurrentUser__ In-Reply-To: <519782dc0801071859s75975ec4l7888d43d432fbd6c@mail.gmail.com> References: <519782dc0801071859s75975ec4l7888d43d432fbd6c@mail.gmail.com> Message-ID: Good info, thanks. So that means to have a "My Requests" widget on the "RT At A Glance" page, I'll have to find where the hack to turn __CurrentUser__ into the username happens, and make it happen for my widget as well. Seems like what I want to do should be really easy. Display a widget that shows what the self service interface would show. Steve On Jan 7, 2008, at 9:59 PM, Todd Chapman wrote: > What is going on is that some searches used on the front page have > that special variable in them and the components that display the > search results substitute __CurrentUser__ before passing the search > to the search engine. It would be better if search parser handled > this at a lower level, but it doesn't. From stephen.cochran at kingarthurflour.com Mon Jan 7 23:58:58 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 7 Jan 2008 23:58:58 -0500 Subject: [rt-users] __CurrentUser__ In-Reply-To: <353968AB-6847-40F6-98DF-0B7885C22553@kingarthurflour.com> References: <519782dc0801071859s75975ec4l7888d43d432fbd6c@mail.gmail.com> <353968AB-6847-40F6-98DF-0B7885C22553@kingarthurflour.com> Message-ID: <8836BD5B-8F04-4458-9F6B-F94AC352C045@kingarthurflour.com> In case anyone else needs to do this and for the sake of the archives, here's how I got it working: I created html/Callbacks/KAF/Elements/ShowSearch/ModifySearch as follows: # Replace any instances of __CurrentUserEmail__ with $session{'CurrentUser'}->EmailAddress $Search->{'Query'} =~ s/__CurrentUserEmail__/$session{'CurrentUser'}- >EmailAddress/ge; <%args> $Search => undef Then creating a saved search called "My Requests" as follows: Requestor.EmailAddress = '__CurrentUserEmail__' AND ( Status = 'new' OR Status = 'open' ) '__Subject__/ TITLE:Subject', '__Status__', '__QueueName__' Adding "My Requests" to the Summary area works well enough for now. Might fiddle with the subject or display results at some point to make sure it stays short and sweet. Thanks for everyone's help, Steve On Jan 7, 2008, at 11:10 PM, Steve Cochran wrote: > Good info, thanks. > > So that means to have a "My Requests" widget on the "RT At A Glance" > page, I'll have to find where the hack to turn __CurrentUser__ into > the username happens, and make it happen for my widget as well. > > Seems like what I want to do should be really easy. Display a widget > that shows what the self service interface would show. > > Steve > > On Jan 7, 2008, at 9:59 PM, Todd Chapman wrote: > >> What is going on is that some searches used on the front page have >> that special variable in them and the components that display the >> search results substitute __CurrentUser__ before passing the search >> to the search engine. It would be better if search parser handled >> this at a lower level, but it doesn't. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, > we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media.Buy a copy at http://rtbook.bestpractical.com From eynatnir2 at hotmail.com Tue Jan 8 01:49:00 2008 From: eynatnir2 at hotmail.com (Eynat Nir Mishor) Date: Tue, 8 Jan 2008 08:49:00 +0200 Subject: [rt-users] Footer callback not working in Bulk.html and Resutls.html + patch solution Message-ID: I've created a Footer callback (html/Callbacks/MyName/Elements/Footer/Default) in order to add my own text to the end of every page. I found that the Footer callback wasn't called in Bulk.html and Results.html (both have links to them from the search results page as "Update multiple tickets" and "Bookmarkable link" respectively). It seems that the problem is due to over-use of the argument name "$Page" in RT components. The callback mechanism is coded in html/Elements/Callback. This component takes a "$Page" argument as the path of the component that triggered the callback. If it doesn't receive the argument (and it never does in the standard shipped RT), it computes it from the callstack. As luck has it, html/Search/Bulk.html and Results.html have a "$Page" argument as well for a totally different purpose (page number of search result in case of many entries). It has a default value of 1. Therefore, this argument is passed on to the Footer and to Callback and RT tries to look for a callback of a component called "1" instead of "Elements/Footer". To fix this, I renamed the argument in html/Elements/Callback to be called "$PageForCallback" (no need to change anything else since no code ever passes it a value, yet). I actually did the change in a "local" version of html/Elements/Callback. It would be great if this fix would enter the RT code base. Thanks, -------------- next part -------------- An HTML attachment was scrubbed... URL: From SO at schilling.dk Tue Jan 8 04:41:31 2008 From: SO at schilling.dk (Steen Olesen) Date: Tue, 8 Jan 2008 10:41:31 +0100 Subject: =?iso-8859-1?Q?RE:_[rt-users]_Charset_error_in_subject_when_using_Danish_?= =?iso-8859-1?Q?letters_(=E6=F8=E5_/_=C6=D8=C5)_?= In-Reply-To: <60E7170809C4FC4E825DDF39B7ECDE749F7897@mia> References: <60E7170809C4FC4E825DDF39B7ECDE749F7897@mia> Message-ID: Hi Jesse, It's been quite some time since the last email on this subject :). We have been investigating this further and have discovered the following - it seems to relate to the templates: A template example: -------------------------------------- SNIP ------------------------------------- Subject: Ticket {$Ticket->Subject}(1) was created in ... Please notice that I created ticket [{$Ticket->id}: {$Ticket->Subject}(2)] ... See ticket here: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} -------------------------------------- SNIP ------------------------------------- Example on bad reply from template: -------------------------------------- SNIP ------------------------------------- Subject: [xxx.dk #151852] Ticket (Bl??b??rgr??d og k??dp??l??g) was created in ... Please notice that I created ticket [151852: Bl?b?rgr?d og k?dp?l?g] ... See ticket here: http://xxx.dk:80/Ticket/Display.html?id=151852 -------------------------------------- SNIP ------------------------------------- The strange thing is, all the national characters in {$Ticket->Subject}(1) (in the Subject line) is corrupted. The second {$Ticket->Subject}(2) is converted just fine. If we leave out the "Subject: Ticket {$Ticket->Subject}(1) was created in ..."-line in the template, the system generated Subject is also correct. Hope this gives you some further information, that can help resolve this problem. PS. We're still on RT3.6.3 Med venlig hilsen / Best regards Steen Olesen Schilling A/S Baldersb?kvej 24-26 DK-2635 Ish?j Tel: +45 70 27 99 00 Fax: +45 70 27 99 10 Mailto:so at schilling.dk http://www.schilling.dk > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Brian Kjelin Olsen > Sent: Wednesday, May 23, 2007 11:24 AM > To: Jesse Vincent > Cc: RT Users > Subject: SV: SV: SV: [rt-users] Charset error in subject when using > Danish letters (??? / ???) > > To summarize: It is only the subject in the _outgoing_ mail from RT > that has wrong characters - the mail body looks fine (including Nordic > national characters). > Everything inside RT looks fine and the subject is shown correctly in > the webui. Even checked the database tables and they're fine too. > So my guess is, that it has to do with the mail-sender (whereever that > is :)) > > Apache is configured with default charset as UTF-8 > AddDefaultCharset UTF-8 > A bunch of additional charset is added in the httpd.conf > including latin1. > > In RT_SiteConfig.pm following is set: > @EmailInputEncodings = qw(iso-8859-1 us-ascii utf-8) > unless (@EmailInputEncodings); > Set($EmailOutputEncoding , 'iso-8859-1'); > > Does this answer your questions? > > Med venlig hilsen / Best regards > Brian Kjelin Olsen > Schilling A/S > > -----Oprindelig meddelelse----- > Fra: Jesse Vincent [mailto:jesse at bestpractical.com] > Sendt: 18. maj 2007 18:47 > Til: Brian Kjelin Olsen > Cc: RT Users > Emne: Re: SV: SV: [rt-users] Charset error in subject when using Danish > letters (??? / ???) > > > On May 18, 2007, at 2:40 AM, Brian Kjelin Olsen wrote: > > > No, I haven't heard of any having the same problem with Danish > > letters in the subject only. > > If there are other message headers with Danish characters, do they > get similarly mangled? Are the characters typed in as unicode or > latin-1? Does it happen only with one mail client or with many? Are > there clients it doesn't happen iwth? > > > > Med venlig hilsen / Best regards > > Brian Kjelin Olsen > > Schilling A/S > > > > -----Oprindelig meddelelse----- > > Fra: Jesse Vincent [mailto:jesse at bestpractical.com] > > Sendt: 16. maj 2007 18:35 > > Til: Brian Kjelin Olsen > > Cc: RT Users > > Emne: Re: SV: [rt-users] Charset error in subject when using Danish > > letters (??? / ???) > > > > > > On May 16, 2007, at 6:38 AM, Brian Kjelin Olsen wrote: > > > >> Hi Jesse > >> > >> I'm sorry that this reply was delayed, but several other tasks were > >> impediment for continuing this issue. Nevertheless, it is still an > >> issue we haven't bin able to solve even though several people have > >> suggested changes of various settings. > >> > >> You asked for the Perl and Mime version and about the database and > >> webui setup. > >> - MimeTools version is: 5.420. The encode version was: 2.01 but is > >> upgraded to 2.20 > >> - Perl version is: v5.8.5 built for i386-linux-thread-multi > >> - DB (Oracle) and webui looks alright - no strange conversions... > >> > >> Everything looks right - except for the subject in e-mails returned > >> from RT... > >> There are no problems with Danish letters in the mail body. > > > > Has anyone else seen this issue? (Finding commonalities would help > > track it down) > > > > > >> Med venlig hilsen / Best regards > >> Brian Kjelin Olsen > >> Schilling A/S > >> > >> -----Oprindelig meddelelse----- > >> Fra: Jesse Vincent [mailto:jesse at bestpractical.com] > >> Sendt: 25. april 2007 15:40 > >> Til: Brian Kjelin Olsen > >> Cc: RT Users > >> Emne: Re: [rt-users] Charset error in subject when using Danish > >> letters (??? / ???) > >> > >> > >> On Apr 25, 2007, at 5:26 AM, Brian Kjelin Olsen wrote: > >> > >>> During our correspondence with our customers by mail through the RT > >>> system, the Danish letters (??? / ???) is getting unreadable when > >>> they are placed in the subject. > >>> Any ideas would be most welcome. > >>> > >>> Example: "Subject: Fwd: [support.schilling.dk #120841] > >>> S??gefunktion p?? kunde. ??BLEGR??D?? - ??blegr??d??" > >>> Correct subject: "Subject: Fwd: [support.schilling.dk #120841] > >>> S?gefunktion p? kunde. ?BLEGR?D? - ?blegr?d?" > >>> > >> > >> > >> What Perl version are you running? Are you current on MIME::Tools > and > >> Encode? Is it right in the database and/or webui? > >> > >> > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Tue Jan 8 05:07:08 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 8 Jan 2008 05:07:08 -0500 Subject: [rt-users] Footer callback not working in Bulk.html and Resutls.html + patch solution In-Reply-To: <006901c851c2$8c88f3f0$a59adbd0$@com> References: <006901c851c2$8c88f3f0$a59adbd0$@com> Message-ID: <20080108100708.GT28623@bestpractical.com> > > This component takes a "$Page" argument as the path of the component that > triggered the callback. If it doesn't receive the argument (and it never > does in the standard shipped RT), it computes it from the callstack. > > As luck has it, html/Search/Bulk.html and Results.html have a "$Page" > argument as well for a totally different purpose (page number of search > result in case of many entries). It has a default value of 1. Therefore, > this argument is passed on to the Footer and to Callback and RT tries to > look for a callback of a component called "1" instead of "Elements/Footer". > > > > To fix this, I renamed the argument in html/Elements/Callback to be called > "$PageForCallback" (no need to change anything else since no code ever > passes it a value, yet). Unfortunately, that's a fairly standard mechanism in custom code to "use the callbacks of the standard version of the page" It probably makes more sense to stomp the version coming in from %ARGS > > I actually did the change in a "local" version of html/Elements/Callback. > > It would be great if this fix would enter the RT code base. > > > > Thanks, > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From asraikhn at gmail.com Tue Jan 8 06:36:29 2008 From: asraikhn at gmail.com (Asrai khn) Date: Tue, 8 Jan 2008 16:36:29 +0500 Subject: [rt-users] Re: Is there any disadvantage of "Precedence: bulk" in RT emails header In-Reply-To: <5f0f8dba0801031148v3f991842x53d5ea60852710de@mail.gmail.com> References: <5f0f8dba0801031148v3f991842x53d5ea60852710de@mail.gmail.com> Message-ID: <5f0f8dba0801080336w24e908f2u9e33777e33644fb5@mail.gmail.com> On Jan 4, 2008 12:48 AM, Asrai khn wrote: > So what you guys thinks about removing the "Precedence: bulk" from RT > email header if yes then how to remove it? > > Still I am interested how to stop rt3 adding the "Precedence:bulk" to headers of an emails? Anyone could could guide me? Thanks. Askar -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Tue Jan 8 06:48:36 2008 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 08 Jan 2008 11:48:36 +0000 Subject: [rt-users] Re: Is there any disadvantage of "Precedence: bulk" in RT emails header In-Reply-To: <5f0f8dba0801080336w24e908f2u9e33777e33644fb5@mail.gmail.com> References: <5f0f8dba0801031148v3f991842x53d5ea60852710de@mail.gmail.com> <5f0f8dba0801080336w24e908f2u9e33777e33644fb5@mail.gmail.com> Message-ID: <47836314.6020809@pipex.net> Asrai; If you really want to remove it then have have a look in lib/RT/SendEmail.pm , search for $self->SetHeader( 'Precedence', "bulk" ) Regards; Roy Asrai khn wrote: > On Jan 4, 2008 12:48 AM, Asrai khn wrote: > > >> So what you guys thinks about removing the "Precedence: bulk" from RT >> email header if yes then how to remove it? >> >> >> > Still I am interested how to stop rt3 adding the "Precedence:bulk" to > headers of an emails? > > Anyone could could guide me? > > Thanks. Askar > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From Ton.Hoogstraten at ingram.nl Tue Jan 8 08:03:38 2008 From: Ton.Hoogstraten at ingram.nl (Hoogstraten, Ton) Date: Tue, 8 Jan 2008 14:03:38 +0100 Subject: [rt-users] Unowned tickets missing Message-ID: <891469DFBBD7364EB24DEEB101767D8610EAE3@nlutxch101.corporate.ingrammicro.com> Hi All, Hopefully a simple question. I'm running RT 3.6.5 with several queues. It came to my attention that it appears that the newest unowned tickets listing is shared among all queues. This is giving me the following problem: In queue X there are currently 2 tickets unowned. These tickets got created last. In queue Y there are 20 tickets unowned. A user with access to queue X only has her ticket display configured to display 10 unowned tickets. She currently does not see any unowned tickets for her queue X because the tickets in queue Y got created first. If she increases her unowned ticket display to 30 she sees the 2 unowned ticket. Is there a way to make sure that the unowned tickets are listed only for the queues a user has access to? Increasing the row number displayed works but I don't see that as a good solution. Kind regards, Ton Hoogstraten -------------- next part -------------- An HTML attachment was scrubbed... URL: From asraikhn at gmail.com Tue Jan 8 08:06:21 2008 From: asraikhn at gmail.com (Asrai khn) Date: Tue, 8 Jan 2008 18:06:21 +0500 Subject: [rt-users] Re: Is there any disadvantage of "Precedence: bulk" in RT emails header In-Reply-To: <47836314.6020809@pipex.net> References: <5f0f8dba0801031148v3f991842x53d5ea60852710de@mail.gmail.com> <5f0f8dba0801080336w24e908f2u9e33777e33644fb5@mail.gmail.com> <47836314.6020809@pipex.net> Message-ID: <5f0f8dba0801080506y48525853i8354a1cd05ab22e4@mail.gmail.com> On Jan 8, 2008 4:48 PM, Roy El-Hames wrote: > Asrai; > If you really want to remove it then have have a look in > lib/RT/SendEmail.pm , search for > $self->SetHeader( 'Precedence', "bulk" ) > Hi Roy, Thanks for the reply, would you pls tell me what commenting the line " $self->SetHeader( 'Precedence', "bulk" )" will do the the trick of removing the Precdence: bulk header from rt mails? Askar. -------------- next part -------------- An HTML attachment was scrubbed... URL: From asraikhn at gmail.com Tue Jan 8 08:34:06 2008 From: asraikhn at gmail.com (Asrai khn) Date: Tue, 8 Jan 2008 18:34:06 +0500 Subject: [rt-users] Re: Is there any disadvantage of "Precedence: bulk" in RT emails header In-Reply-To: <47836314.6020809@pipex.net> References: <5f0f8dba0801031148v3f991842x53d5ea60852710de@mail.gmail.com> <5f0f8dba0801080336w24e908f2u9e33777e33644fb5@mail.gmail.com> <47836314.6020809@pipex.net> Message-ID: <5f0f8dba0801080534r19b522c6o8bbbbc472efc7f43@mail.gmail.com> On Jan 8, 2008 4:48 PM, Roy El-Hames wrote: > > If you really want to remove it then have have a look in > lib/RT/SendEmail.pm , search for > $self->SetHeader( 'Precedence', "bulk" ) > > Roy, As we have installed RT3.6 using 'yum' on fedora 7 the file path is little different ie /usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm and after commenting ... # $self->SetHeader( 'Precedence', "bulk" ) # unless ( $self->TemplateObj->MIMEObj->head->get("Precedence") ); rt not adding 'Precedence: bulk' to the header. Hope it will not break anything else :) Thanks. Askar -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Tue Jan 8 08:39:36 2008 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 08 Jan 2008 13:39:36 +0000 Subject: [rt-users] Re: Is there any disadvantage of "Precedence: bulk" in RT emails header In-Reply-To: <5f0f8dba0801080534r19b522c6o8bbbbc472efc7f43@mail.gmail.com> References: <5f0f8dba0801031148v3f991842x53d5ea60852710de@mail.gmail.com> <5f0f8dba0801080336w24e908f2u9e33777e33644fb5@mail.gmail.com> <47836314.6020809@pipex.net> <5f0f8dba0801080534r19b522c6o8bbbbc472efc7f43@mail.gmail.com> Message-ID: <47837D18.7010704@pipex.net> Good luck; Be warned that the Precedence: bulk was there for a good reason , typically to identify mailing lists and maybe useful in detecting loops.. Sorry not sure of the details. Roy Asrai khn wrote: > On Jan 8, 2008 4:48 PM, Roy El-Hames wrote: > > >> If you really want to remove it then have have a look in >> lib/RT/SendEmail.pm , search for >> $self->SetHeader( 'Precedence', "bulk" ) >> >> >> > Roy, > > As we have installed RT3.6 using 'yum' on fedora 7 the file path is little > different ie > > /usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm > > and after commenting ... > > # $self->SetHeader( 'Precedence', "bulk" ) > # unless ( $self->TemplateObj->MIMEObj->head->get("Precedence") ); > > rt not adding 'Precedence: bulk' to the header. > > > Hope it will not break anything else :) > > Thanks. Askar > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From barnesaw at ucrwcu.rwc.uc.edu Tue Jan 8 09:27:21 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 08 Jan 2008 09:27:21 -0500 Subject: [rt-users] Unowned tickets missing In-Reply-To: <891469DFBBD7364EB24DEEB101767D8610EAE3@nlutxch101.corporate.ingrammicro.com> References: <891469DFBBD7364EB24DEEB101767D8610EAE3@nlutxch101.corporate.ingrammicro.com> Message-ID: <47838849.50406@ucrwcu.rwc.uc.edu> You could use or hack off of http://wiki.bestpractical.com/view/TicketsPerQueue We use that almost exclusively for front page content. Hoogstraten, Ton wrote: > Hi All, > > Hopefully a simple question. I'm running RT 3.6.5 with several queues. > It came to my attention that it appears that the newest unowned > tickets listing is shared among all queues. This is giving me the > following problem: > > In queue X there are currently 2 tickets unowned. These tickets got > created last. In queue Y there are 20 tickets unowned. A user with > access to queue X only has her ticket display configured to display 10 > unowned tickets. She currently does not see any unowned tickets for > her queue X because the tickets in queue Y got created first. If she > increases her unowned ticket display to 30 she sees the 2 unowned ticket. > > Is there a way to make sure that the unowned tickets are listed only > for the queues a user has access to? Increasing the row number > displayed works but I don't see that as a good solution. > > Kind regards, > > Ton Hoogstraten > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From crpatter at ci.grand-rapids.mi.us Tue Jan 8 10:28:38 2008 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Tue, 8 Jan 2008 10:28:38 -0500 Subject: [rt-users] Unowned tickets missing In-Reply-To: <891469DFBBD7364EB24DEEB101767D8610EAE3@nlutxch101.corporate.ingrammicro.com> References: <891469DFBBD7364EB24DEEB101767D8610EAE3@nlutxch101.corporate.ingrammicro.com> Message-ID: I think there are several ways to deal with this without too much hassle. 1. Reverse the sort order of the 10 newest unowned tickets to 10 oldest unowned tickets. (That's what we did and you can change through the gui) 2. Create a saved search for that queue and add it to the "At a Glance" body. 3. Train her to Use the "Quick Search" module, which displays a table of each queue detailing counts of new, open, and stalled tickets. If she clicks on the value for her queues new tickets, it opens up that search. None of those options requires changing any code. Craig ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Hoogstraten, Ton Sent: Tuesday, January 08, 2008 8:04 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Unowned tickets missing Hi All, Hopefully a simple question. I'm running RT 3.6.5 with several queues. It came to my attention that it appears that the newest unowned tickets listing is shared among all queues. This is giving me the following problem: In queue X there are currently 2 tickets unowned. These tickets got created last. In queue Y there are 20 tickets unowned. A user with access to queue X only has her ticket display configured to display 10 unowned tickets. She currently does not see any unowned tickets for her queue X because the tickets in queue Y got created first. If she increases her unowned ticket display to 30 she sees the 2 unowned ticket. Is there a way to make sure that the unowned tickets are listed only for the queues a user has access to? Increasing the row number displayed works but I don't see that as a good solution. Kind regards, Ton Hoogstraten -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott at remc1.org Tue Jan 8 10:53:23 2008 From: scott at remc1.org (Scott Sherrill) Date: Tue, 08 Jan 2008 10:53:23 -0500 Subject: [rt-users] Adium Xtra Script and RT Message-ID: <47839C73.10005@remc1.org> I realize this maybe a very small minority of the RT users out there but: * If you use RT (duh) * If you use a Mac * If you use Adium for chat I wrote a quick Adium Xtra that when entering a ticket number returns the url for the ticket in your RT system. For example in Adium entering /rt{1234} will return: http://myurl/rt/Ticket/Display.html?id=1234 In our office, we share ticket numbers over IM frequently and its just a time savings for both sender and receiver to have the direct url. I am posting the Xtra to the Adium website soon. If you can't wait email me and I will send direct. You will need to configure it for your environment. Open the zip file. Right click (or control-click) the file rt.AdiumScripts and choose Show Package Contents Double click the file Contents/Resources/rt.scpt It should open up Script Editor. replace myurl in the line that says: set parms to "http://myurl/rt/Ticket/Display.html?id=" & rtnumber with your url. Save and close. Double click rt.AdiumScripts to install. If you double clicked first... right click the rt.AdiumScripts that was copied to your Library/Application Support/Adium folder and pick up the directions from there. Again I recognize the potential audience will be small, but if anyone finds it useful you are welcome to it. Thanks Scott Sherrill REMC#1 From alexander.gruber at abaton.at Tue Jan 8 11:18:25 2008 From: alexander.gruber at abaton.at (Alexander Rudolf Gruber) Date: Tue, 08 Jan 2008 17:18:25 +0100 Subject: [rt-users] RT stopped sending mail / No recipients found. Not sending. In-Reply-To: References: <4768D4C2.6070405@abaton.at> <47696D44.7030701@lbl.gov> <476A38D2.9060106@abaton.at> <476AB3C9.1080802@lbl.gov> <6.2.3.4.2.20071220133500.045a24d8@po14.mit.edu> <476B1269.5010505@lbl.gov> <476B7EE7.1080901@osp-dd.de> <477CFF73.8080402@abaton.at> Message-ID: <4783A251.3070504@abaton.at> *My problem with the RT-System has been resolved!* I've added an additional debug-level and got this: -- snip -- Jan 3 12:30:08 rt RT: #450/6880 - Scrip 7 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Jan 3 12:30:08 rt RT: Debug: After Recipients. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:254) Jan 3 12:30:08 rt RT: Debug: After Header. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:261) Jan 3 12:30:08 rt RT: Debug: After SendmailArguments. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:271) Jan 3 12:30:08 rt RT: Debug: 'sendmailpipe' (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:274) Jan 3 12:30:08 rt RT: Debug: Couldn't run /usr/sbin/sendmail: Cannot allocate memory (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:281) Jan 3 12:30:08 rt RT: Mail: GLOB(0xd9507a8) (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:282) Jan 3 12:30:08 rt RT: SendmailArguments: -oi -t (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283) Jan 3 12:30:08 rt RT: Debug: Could not send mail. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:300) -- snap -- Then I knew it had something to do with a memory problem - although "free" showed me: rt:/var/log# free -m total used free shared buffers cached Mem: 2006 1970 35 0 135 1019 -/+ buffers/cache: 816 1190 Swap: 4094 0 4094 This was certainly not the problem, so I went deeper. Further investigation got me: cat /vz/root/104/proc/user_beancounters Version: 2.5 uid resource held maxheld barrier limit failcnt 104: kmemsize 4806443 6109370 32307712 32307712 0 lockedpages 0 0 128 128 0 privvmpages 230693 350667 2880450 3200500 106 shmpages 57 1993 19121 19121 0 dummy 0 0 0 0 0 numproc 80 93 650 650 0 physpages 91609 142076 0 2147483647 0 vmguarpages 0 0 78565 2147483647 0 oomguarpages 91609 142076 24576 2147483647 0 numtcpsock 6 22 540 540 0 numflock 4 8 252 280 0 numpty 0 2 16 16 0 numsiginfo 2 6 256 256 0 tcpsndbuf 104832 644416 2949120 4915200 0 tcprcvbuf 98304 341872 4128768 6881280 0 othersockbuf 13856 1212608 1365012 3500032 0 dgramrcvbuf 0 8464 368640 368640 0 numothersock 16 29 561 561 0 dcachesize 0 0 5662310 6291456 0 numfile 1365 1790 12288 12288 0 dummy 0 0 0 0 0 dummy 0 0 0 0 0 dummy 0 0 0 0 0 numiptent 10 10 128 128 0 So /privvmpages /was the problem (failcount 106 = 106 times RT could not send mail due to page shortage) - I raised the respective value by factor 10 and the system was able to send mails since then. Testing the system on its own (which I did before) showed that I could definitely send mails from the system, the system was not out of disk-space and I had plenty ram/swap avaliable. The rather odd thing was that there where no fail-messages from RT at all (I mean before I added my own debug-level) or I would have solved the mystery much earlier. Thanks for all the hints and help everyone gave me! best wishes, Alexander o.nash at cs.ucc.ie schrieb: > Re sending emails from Rt > if your mailserver is postfix, you might need to add the hostname of > the server running RT to the 'relayhosts' variable in postfix. > or the equivalent in sendmail.cf > > regards > Oliver > > On Thu, 3 Jan 2008, Alexander Rudolf Gruber wrote: > >> Thanks for the many replies everyone and a happy new year 2008! >> >> I've been away over the holidays and now I'm trying to resolve that >> matter for good :-) >> My replies to the respective postings are below. >> >> Best wishes and thanks for your help! >> Alexander >> >> PS: I messed up my first posting of that message sending it to >> rt-users-bounces at lists.bestpractical.com instead of >> rt-users at lists.bestpractical.com (copied the wrong address). >> >> Benjamin Weser schrieb: >>> We had the problem of RT not sending mails to anybody too. But I >>> don't think that there were messages about that in rt.log because >>> the fault was that somebody changed the IP of the mailserver. So all >>> mails sent by RT stayed in the spool of postfix unless I corrected >>> the postfix configuration with the new IP address of the mailserver. >>> Unfortunately I can't check the logfile anymore because it doesn't >>> contain information from this time anymore. But maybe that's another >>> part of the system where you can have a look at. Good luck! >>> >>> Ben >> Ben, >> >> it seems I can't pinpoint the problem at all. Just today the system sent >> mail - initiated by the scrip that notifies the owner of a ticket of any >> changes (meaning the RT-System CAN send mail). Still it fails to send >> mail regarding correspondence or any CC types. The frustrating thing is >> that the system tells me that mail will be sent to the listed recipients >> - so it looks like the scrips are working as they should - it just >> doesn't do it for whatever reason. >>> >>> >>> >>> Kenneth Crocker schrieb: >>>> Stephen, >>>> >>>> >>>> AAAAAHHHHHHH! Kool. I just learned something. Then I really >>>> can't see why RT can't find a recipient unless there is some >>>> disconnection between what RT is looking for and where it looks for >>>> it. Alexander said there were no changes to RT. The scrips are >>>> triggering, RT is looking, nothing is found, no email goes out, but >>>> probably would have if RT had found a recipient. I'm sure he >>>> checked the "organization" set to the DNS name of the host" problem >>>> from before. I'm at a loss, but that's no big surprise since I am >>>> just now getting to learn about the "internals" of RT. Hope someone >>>> has an idea that works for him. >>>> >>>> >>>> Kenn >>>> LBNL >>>> >>>> On 12/20/2007 10:44 AM, Stephen Turner wrote: >>>>> At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote: >>>>>> Alexander, >>>>>> >>>>>> I agree. If RT could not access the DB, then a lot of >>>>>> things would not be working. However, my point was really that >>>>>> based on the content of the error message, RT thinks that it >>>>>> hasn't FOUND the recipient. There could, and probably are, many >>>>>> possible reasons for that. Perhaps after accessing the DB, the >>>>>> data gets lost in transition or put into an area that got >>>>>> misnamed or is not accessible for some reason. I am not a >>>>>> "Systems" guy when it comes to playing with those technologies >>>>>> (UNIX, ORACLE, MySQL, etc.), but I have been in the business for >>>>>> a long time and my debugging skills tell me that RT is having >>>>>> trouble with either capturing the data or finding/recognizing it >>>>>> after it has been captured/found/stored. Somewhere in that >>>>>> process, the data is either getting lost or it becomes >>>>>> unrecognizable, ergo the error message you're getting. Sorry I >>>>>> can't be of more help. I am REALLY interested in what you DO find >>>>>> when you get the problem resolved. Best of luck. >>>>>> >>>>>> Kenn >>>>>> LBNL >>>>> >> Kenn, >> >> well ... I don't have much of a clue what to do next at all. I can try >> and upgrade to the newest version and see if that makes things better in >> any way. If that fails I could try tracing the error maybe I'll be able >> to find whats wrong. If that doesn't get me anywhere either I guess I'll >> clone the VE and raise a new instance of RT and switch that with the >> broken one as soon as everything is configured as it should be. >> >> I'll let you know in any case what I did as soon as that problem is >> resolved. >> >> >>>>> The "No recipients found" message just means that the scrip >>>>> decided that nobody should receive mail for this transaction - it >>>>> doesn't mean that data is missing or corrupt. For example - if you >>>>> have a scrip with action 'Notify AdminCcs' and there are no >>>>> AdminCcs for the ticket or queue, you'll see this message in the log. >>>>> >>>>> Steve >>>>> >>>>> >> Steve, >> >> as mentioned above, the system tells me that mail will be sent to >> following addresses and it offers me an option to supress the sending >> (lower part of the correspondence form). It just does not do anything >> apart from recording a message to the RT-Log, like a comment with no >> email sent - and I get the message in the systemlog that there are no >> recipients found. >>>>> >>>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>>> >>>> If you sign up for a new RT support contract before December 31, >>>> we'll take >>>> up to 20 percent off the price. This sale won't last long, so get >>>> in touch today. Email us at sales at bestpractical.com or call us >>>> at +1 617 812 0745. >>>> >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>> Media. Buy a copy at http://rtbook.bestpractical.com >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>> >>> If you sign up for a new RT support contract before December 31, >>> we'll take >>> up to 20 percent off the price. This sale won't last long, so get in >>> touch today. Email us at sales at bestpractical.com or call us at +1 >>> 617 812 0745. >>> >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >> >> >> -- >> ______________________________________ >> >> Alexander Rudolf Gruber >> abaton EDV-Dienstleistungs GmbH >> ______________________________________ >> >> Wielandgasse 14-16/IV/B11 A-8010 Graz >> Mariahilfer Stra?e 1d/13 A-1060 Wien >> LG f. ZRS Graz, FN202006v, ATU52569000 >> Tel: +43 (0) 316/817 896-0 Fax: DW 70 >> www.abaton.at alexander.gruber at abaton.at >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, >> we'll take >> up to 20 percent off the price. This sale won't last long, so get in >> touch today. Email us at sales at bestpractical.com or call us at +1 >> 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -- > Oliver Nash -- ______________________________________ Alexander Rudolf Gruber abaton EDV-Dienstleistungs GmbH ______________________________________ Wielandgasse 14-16/IV/B11 A-8010 Graz Mariahilfer Stra?e 1d/13 A-1060 Wien LG f. ZRS Graz, FN202006v, ATU52569000 Tel: +43 (0) 316/817 896-0 Fax: DW 70 www.abaton.at alexander.gruber at abaton.at From d0t101101 at hotmail.com Tue Jan 8 11:53:16 2008 From: d0t101101 at hotmail.com (. .) Date: Tue, 8 Jan 2008 16:53:16 +0000 Subject: [rt-users] "see custom field" and the create ticket page Message-ID: I'm using RT 3.6.1, and need all users to see all custom fields in the ticket display. Some of these CFs are automatically populated by a scrip, so they are not needed on the ticket creation page. How can I hide a particular CF during ticket creation, without using the 'see custom field' permission (so it still appears in the ticket display)? I've tried modifying create.html, but the code that handles the rendering of custom fields is hard for me to decipher. Any help would be greatly appreciated. . _________________________________________________________________ Make distant family not so distant with Windows Vista? + Windows Live?. http://www.microsoft.com/windows/digitallife/keepintouch.mspx?ocid=TXT_TAGLM_CPC_VideoChat_distantfamily_012008 -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen.cochran at kingarthurflour.com Tue Jan 8 14:54:21 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Tue, 8 Jan 2008 14:54:21 -0500 Subject: [rt-users] Outgoing email Message-ID: <3E66CFAA-93D3-4403-9CC7-392845DD0267@kingarthurflour.com> Working with a clean install of 3.6.3 on FC 7, running into a problem with outgoing email. Using the default config of sendmail pipe. Scrip 6, which is the default send email to requester, is failing with error: no recipients found. This was with email coming from a internal account that also has an account in RT. Looking at the full headers showed no To: field, so I can see why the SendEmail package is failing to find a recipient. The user that send does show as having a valid email in their user profile. Testing with unknown (to RT), local account on the linux server: a response did go out and full headers looked normal in the ticket. Any idea why the outgoing mail might be failing to correctly generate a recipient? Steve From stephen.cochran at kingarthurflour.com Tue Jan 8 16:20:36 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Tue, 8 Jan 2008 16:20:36 -0500 Subject: [rt-users] Outgoing email In-Reply-To: <3E66CFAA-93D3-4403-9CC7-392845DD0267@kingarthurflour.com> References: <3E66CFAA-93D3-4403-9CC7-392845DD0267@kingarthurflour.com> Message-ID: <9979A7E9-5636-4B9A-9EC7-CC5F8BDBF400@kingarthurflour.com> A little more info. Did some additional testing and a second account that was known to RT but wasn't "privileged" received a response correctly. Is there any differences how the system would respond to a request generated by a "privileged" user? Steve On Jan 8, 2008, at 2:54 PM, Steve Cochran wrote: > > Working with a clean install of 3.6.3 on FC 7, running into a > problem with outgoing email. Using the default config of sendmail > pipe. > > Scrip 6, which is the default send email to requester, is failing > with error: no recipients found. This was with email coming from a > internal account that also has an account in RT. Looking at the full > headers showed no To: field, so I can see why the SendEmail package > is failing to find a recipient. The user that send does show as > having a valid email in their user profile. > > Testing with unknown (to RT), local account on the linux server: a > response did go out and full headers looked normal in the ticket. > > Any idea why the outgoing mail might be failing to correctly > generate a recipient? > > Steve > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, > we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media.Buy a copy at http://rtbook.bestpractical.com From stephen.cochran at kingarthurflour.com Tue Jan 8 16:26:16 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Tue, 8 Jan 2008 16:26:16 -0500 Subject: [rt-users] Outgoing email In-Reply-To: <9979A7E9-5636-4B9A-9EC7-CC5F8BDBF400@kingarthurflour.com> References: <3E66CFAA-93D3-4403-9CC7-392845DD0267@kingarthurflour.com> <9979A7E9-5636-4B9A-9EC7-CC5F8BDBF400@kingarthurflour.com> Message-ID: <54178ACA-43F9-4E5C-B6A1-ECA817DDFBDC@kingarthurflour.com> Think we solved it. If you respond to a ticket that you generated the request for, it doesn't send you mail. Is that correct? Steve On Jan 8, 2008, at 4:20 PM, Steve Cochran wrote: > > A little more info. Did some additional testing and a second account > that was known to RT but wasn't "privileged" received a response > correctly. > > Is there any differences how the system would respond to a request > generated by a "privileged" user? > > Steve > > On Jan 8, 2008, at 2:54 PM, Steve Cochran wrote: > >> >> Working with a clean install of 3.6.3 on FC 7, running into a >> problem with outgoing email. Using the default config of sendmail >> pipe. >> >> Scrip 6, which is the default send email to requester, is failing >> with error: no recipients found. This was with email coming from a >> internal account that also has an account in RT. Looking at the >> full headers showed no To: field, so I can see why the SendEmail >> package is failing to find a recipient. The user that send does >> show as having a valid email in their user profile. >> >> Testing with unknown (to RT), local account on the linux server: a >> response did go out and full headers looked normal in the ticket. >> >> Any idea why the outgoing mail might be failing to correctly >> generate a recipient? >> >> Steve >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, >> we'll take >> up to 20 percent off the price. This sale won't last long, so get >> in touch today. Email us at sales at bestpractical.com or call us at >> +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media.Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, > we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media.Buy a copy at http://rtbook.bestpractical.com From mndud3 at gmail.com Tue Jan 8 16:28:54 2008 From: mndud3 at gmail.com (Bill Fischer) Date: Tue, 8 Jan 2008 15:28:54 -0600 Subject: [rt-users] Outgoing email In-Reply-To: <54178ACA-43F9-4E5C-B6A1-ECA817DDFBDC@kingarthurflour.com> References: <3E66CFAA-93D3-4403-9CC7-392845DD0267@kingarthurflour.com> <9979A7E9-5636-4B9A-9EC7-CC5F8BDBF400@kingarthurflour.com> <54178ACA-43F9-4E5C-B6A1-ECA817DDFBDC@kingarthurflour.com> Message-ID: <4812be720801081328w6d79c15dtba3753d8eaedf29b@mail.gmail.com> Look into NotifyActor. I bet if you set it to 1, in RT_SiteConfig.pm, it'll do what you want. On Jan 8, 2008 3:26 PM, Steve Cochran wrote: > > Think we solved it. If you respond to a ticket that you generated the > request for, it doesn't send you mail. Is that correct? > > Steve > > On Jan 8, 2008, at 4:20 PM, Steve Cochran wrote: > > > > > A little more info. Did some additional testing and a second account > > that was known to RT but wasn't "privileged" received a response > > correctly. > > > > Is there any differences how the system would respond to a request > > generated by a "privileged" user? > > > > Steve > > > > On Jan 8, 2008, at 2:54 PM, Steve Cochran wrote: > > > >> > >> Working with a clean install of 3.6.3 on FC 7, running into a > >> problem with outgoing email. Using the default config of sendmail > >> pipe. > >> > >> Scrip 6, which is the default send email to requester, is failing > >> with error: no recipients found. This was with email coming from a > >> internal account that also has an account in RT. Looking at the > >> full headers showed no To: field, so I can see why the SendEmail > >> package is failing to find a recipient. The user that send does > >> show as having a valid email in their user profile. > >> > >> Testing with unknown (to RT), local account on the linux server: a > >> response did go out and full headers looked normal in the ticket. > >> > >> Any idea why the outgoing mail might be failing to correctly > >> generate a recipient? > >> > >> Steve > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >> > >> If you sign up for a new RT support contract before December 31, > >> we'll take > >> up to 20 percent off the price. This sale won't last long, so get > >> in touch today. Email us at sales at bestpractical.com or call us at > >> +1 617 812 0745. > >> > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly > >> Media.Buy a copy at http://rtbook.bestpractical.com > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December 31, > > we'll take > > up to 20 percent off the price. This sale won't last long, so get in > > touch today. Email us at sales at bestpractical.com or call us at +1 > > 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > > Media.Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From MarkRoedel at letu.edu Tue Jan 8 16:52:57 2008 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Tue, 8 Jan 2008 15:52:57 -0600 Subject: [rt-users] Ticket loses reminders on a queue change? Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A4001688ABD@rachael-reborn.letnet.net> Observed with RT 3.6.6rc1: A ticket is created in queue A, and has a reminder created in it. The reminder appears on both the ticket's "Reminders" page and on the associated user's "Open Reminders" panel in the RT home page. The ticket is moved to queue B. Now the reminder no longer appears on the ticket's "Reminders" page, but does still appear on the associated user's "Open Reminders" panel in At-A-Glance. However, because that panel just links to the ticket, there's no way for the user to clear the reminder. If the ticket is moved back to queue A, the reminder reappears. lib/RT/Reminders.pm filters the collection of reminders for a ticket so that it only includes objects in that ticket's queue -- which explains the behavior. Is there an underlying reason for that restriction, though? It's confusing to a user who considers a reminder to just be a component of the ticket that ought to move when the ticket does, and it's frustrating to a user who sees a task and can't do anything to mark it completed. -- Mark Roedel Senior Programmer / Analyst LeTourneau University Longview, Texas USA From mikef at ack.berkeley.edu Tue Jan 8 19:20:10 2008 From: mikef at ack.berkeley.edu (Mike Friedman) Date: Tue, 8 Jan 2008 16:20:10 -0800 (PST) Subject: [rt-users] Possible browser-dependent Stylesheet problem between 3.6.3 and 3.6.5 Message-ID: <20080108160131.N18589@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 One of our RT systems here was just upgraded from 3.4.5 to 3.6.5 and now I find that most of the 'style' is gone in the web pages, but only with Opera and IE (6). Firefox displays the new page formats just fine. I support several other RT systems here, including one at 3.6.3 and I don't have this problem. But I'm using the 3.4-compat stylesheets, so I figured maybe this is the problem, because the 3.6.5 system is using 3.5-default. So, I saved a copy of a page from the 3.6.5 system, modified the stylesheet specification to use 3.4-compat and displayed it locally. But this made no difference at all. This problem exists both on FreeBSD (Opera) and Windows XP (Opera and IE). Firefox on Windows is OK. I'm not in a position to make changes to the 3.6.5 RT_SiteConfig.pm, though looking at it I see that it's basically the same one that was being used on 3.4.5. Was there a change from 3.6.3 to 3.6.5 that could account for this? Thanks. Mike _________________________________________________________________________ Mike Friedman Information Services & Technology mikef at berkeley.edu 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://ist.berkeley.edu _________________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBR4QTPa0bf1iNr4mCEQLYwgCgxWQnkaP57bKTt51zyYl2VlmJ+7IAoNC3 R4GodjjBO0WWITrkjFGs3OSL =nj4i -----END PGP SIGNATURE----- From stephen.cochran at kingarthurflour.com Tue Jan 8 21:08:55 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Tue, 8 Jan 2008 21:08:55 -0500 Subject: [rt-users] CSS Message-ID: <1D935F85-EA61-4580-8A46-54FCBE35B3B5@kingarthurflour.com> Everyone has been really helpful, I appreciate it. Two more questions. First, the RT wiki hasn't allowed new user accounts to be created for a while now. Known problem? Second, the wiki and this mailing list mention webrt.css as a way to customize the front-end look. I searched my install and didn't find any webrt.css file. Has that file been replaced and if so, what's the best way to go about modifying the stylesheets now? Thanks, Steve From elacour at easter-eggs.com Wed Jan 9 03:22:13 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 9 Jan 2008 09:22:13 +0100 Subject: [rt-users] Possible browser-dependent Stylesheet problem between 3.6.3 and 3.6.5 In-Reply-To: <20080108160131.N18589@malcolm.berkeley.edu> References: <20080108160131.N18589@malcolm.berkeley.edu> Message-ID: <20080109082213.GA21182@easter-eggs.com> On Tue, Jan 08, 2008 at 04:20:10PM -0800, Mike Friedman wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > One of our RT systems here was just upgraded from 3.4.5 to 3.6.5 and now I > find that most of the 'style' is gone in the web pages, but only with > Opera and IE (6). Firefox displays the new page formats just fine. > I had the same problem, this was because NoAuth/css wasn't excluded from fastcgi so there were headers added which was accepted by firefox but not by IE. The problem is certainly in your apache config. What are you using ? Fastcgi ? Mod_perl ? Can you give us a sample of your vhost configuration ? Also try to download your css from firefox and look at the result. From elacour at easter-eggs.com Wed Jan 9 03:28:38 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 9 Jan 2008 09:28:38 +0100 Subject: [rt-users] CSS In-Reply-To: <1D935F85-EA61-4580-8A46-54FCBE35B3B5@kingarthurflour.com> References: <1D935F85-EA61-4580-8A46-54FCBE35B3B5@kingarthurflour.com> Message-ID: <20080109082838.GB21182@easter-eggs.com> On Tue, Jan 08, 2008 at 09:08:55PM -0500, Steve Cochran wrote: > > Second, the wiki and this mailing list mention webrt.css as a way to > customize the front-end look. I searched my install and didn't find > any webrt.css file. Has that file been replaced and if so, what's the > best way to go about modifying the stylesheets now? > There is no webrt.css in 3.6.x, you will find a css directory in share/html/NoAuth. You can modify existing styles from the two default skins (3.4-default, 3.5-default) or copy one into a new dir, then modify it, then change the following value in your RT_Siteconfig.pm: This determines the default stylesheet the RT web interface will use. # RT ships with two valid values by default: # # 3.5-default The totally new, default layout for RT 3.5 # 3.4-compat A 3.4 compatibility stylesheet to make RT 3.5 look # (mostly) like 3.4 # # This value actually specifies a directory in share/html/NoAuth/css/ # from which RT will try to load the file main.css (which should # @import any other files the stylesheet needs). This allows you to # easily and cleanly create your own stylesheets to apply to RT. Set($WebDefaultStylesheet, '3.5-default'); From Braam.van.Heerden at conversant.co.za Wed Jan 9 03:50:11 2008 From: Braam.van.Heerden at conversant.co.za (Braam van Heerden) Date: Wed, 9 Jan 2008 10:50:11 +0200 Subject: [rt-users] Issues with AdminCCs Message-ID: Greetings, I recently upgraded my RT from 3.4.5 to 3.6.5 and moved it to another machine at the same time. On the old machine I had everyone in the support department set to AdminCC's for the queue. With the move we decided to change it, and I set up a notification scrip instead. Today my boss wanted the AdminCC's reinstated, so I went to Watchers on the queue and added some support staff as AdminCCs to the queue. When a new ticket gets created it notifies them correctly, however in the Web UI under the Ticket's People tab I can only see the Requestor, not the AdminCCs. Any help resolving this would be appreciated. Thanks :) Braam van Heerden From Braam.van.Heerden at conversant.co.za Wed Jan 9 04:06:51 2008 From: Braam.van.Heerden at conversant.co.za (Braam van Heerden) Date: Wed, 9 Jan 2008 11:06:51 +0200 Subject: [rt-users] Issues with AdminCCs In-Reply-To: Message-ID: Some more information I gathered after playing with a ticket a bit 1) If I manually add an AdminCC or CC it shows in the web interface 2) If I reply to a ticket, the AdminCC's does not get notified It seems the system notifies everyone that is AdminCCs when a ticket gets created, then forgets about them. If I use the query from http://wiki.bestpractical.com/view/GetWatcherInfoByTicket I get only the Requestor and Owner info back. Thanks :) Braam van Heerden > -----Original Message----- > From: Braam van Heerden (Conversant Systems) > Sent: 09 January 2008 10:50 AM > To: RT-Users at lists.bestpractical.com > Subject: [rt-users] Issues with AdminCCs > > Greetings, > > I recently upgraded my RT from 3.4.5 to 3.6.5 and moved it to > another machine at the same time. > > On the old machine I had everyone in the support department > set to AdminCC's for the queue. With the move we decided to > change it, and I set up a notification scrip instead. Today > my boss wanted the AdminCC's reinstated, so I went to > Watchers on the queue and added some support staff as > AdminCCs to the queue. > > When a new ticket gets created it notifies them correctly, > however in the Web UI under the Ticket's People tab I can > only see the Requestor, not the AdminCCs. > > Any help resolving this would be appreciated. > > Thanks :) > > Braam van Heerden > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December > 31, we'll take up to 20 percent off the price. This sale > won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial > support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From pape-rt at inf.fu-berlin.de Wed Jan 9 05:56:06 2008 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 09 Jan 2008 11:56:06 +0100 Subject: [rt-users] MergeUsers Patch question In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B802FBCB@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B802FBCB@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <00E6520F910DDD5ED5F11C42@idefix.campus.fu-berlin.de> Hello, --Am 3. Januar 2008 14:25:24 -0800 schrieb Sean McCreadie : > I installed the MergeUsers Extension from Jesse and then I noticed the > patch that Dirk has put up on the mailing list. I tried to run the > patch and it didn't work. Im pretty new to this and have never tried to > use the patch command before. My question is should I be copying the > Modify.html file from /share/html/Admin/Users to the local directory and > then running the patch on it? Or does it run on the original file in > the share directory? Thanks everyone in advance, im pretty confused on > this one. The mergeUsers Extensions will install a html/Admin/Users/Modify.html into the local or shared directory (I dont know which), but you should not use it because it is buggy. Instead you should use the html/Admin/Users/Modify.html from the original RT installation an patch it (before 3.6.5) or leave it as it is (>= 3.6.5, as the patch had been applied in the distribution). With this Modify.html a callback will be enabled that allows to add some widget to the Admin/Users/Modify.html page. Hence you only need to supply such a callback. The callback I had attached to the mail with my patch will enable the mergeUser functionality that were originally enabled by the Modify.html page supplied with mergeUsers. To supply the callback just create the directory /path/to/rt/local/html/Callbacks/MergeUsers/Admin/Users/Modify.html/ and copy the file LeftColumnBottom from my mail in this directory. After restarting apache and clearing mason cache, MergeUsers should be functional. Regards, Dirk From tom at limepepper.co.uk Wed Jan 9 07:20:23 2008 From: tom at limepepper.co.uk (Tom H) Date: Wed, 09 Jan 2008 12:20:23 +0000 Subject: [rt-users] method for adding LDAP users to their queues before they have logged on Message-ID: <4784BC07.8090704@limepepper.co.uk> Hi, I have the LDAP overlay working fine with LdapAutocreateAuthCallback, and once my users have logged in I can add them to their groups and give them permissions. However the problem I have at the moment, is that I want to add users to a particular queue/group before they have ever logged on, otherwise they log on and complain they can't see anything, and I then go and add them and tell them login again, which is tiresome with 30 developers per queue. Is there a way to map an ldap group to a rt3 group, or script I can run to add the users to the correct group regularly? Thanks, T>. From elacour at easter-eggs.com Wed Jan 9 07:48:16 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 9 Jan 2008 13:48:16 +0100 Subject: [rt-users] method for adding LDAP users to their queues before they have logged on In-Reply-To: <4784BC07.8090704@limepepper.co.uk> References: <4784BC07.8090704@limepepper.co.uk> Message-ID: <20080109124816.GI21182@easter-eggs.com> On Wed, Jan 09, 2008 at 12:20:23PM +0000, Tom H wrote: > > Hi, > > I have the LDAP overlay working fine with LdapAutocreateAuthCallback, > and once my users have logged in I can add them to their groups and give > them permissions. > > However the problem I have at the moment, is that I want to add users to > a particular queue/group before they have ever logged on, otherwise they > log on and complain they can't see anything, and I then go and add them > and tell them login again, which is tiresome with 30 developers per queue. > > Is there a way to map an ldap group to a rt3 group, or script I can run > to add the users to the correct group regularly? > Here we made a custom perl script using Net::LDAP and perl API to add people to their groups in RT. I don't think it would be usefull to give you my script, because it's spevific to our system, but if you are somewhat familiar with perl, it would not be too hard to write one (look at html/Admin/Groups/Members.html to have example of perl groups API usage, and of course to lib/RT/Group*). From todd at chaka.net Wed Jan 9 10:11:58 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 9 Jan 2008 10:11:58 -0500 Subject: [rt-users] Ticket loses reminders on a queue change? In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A4001688ABD@rachael-reborn.letnet.net> References: <0DD6BC9ABC0D2747AF8589AEA9722A4001688ABD@rachael-reborn.letnet.net> Message-ID: <519782dc0801090711h3b133944ndf3122b967687b61@mail.gmail.com> There are lots of issues with reminders. I don't recommend them. On 1/8/08, Roedel, Mark wrote: > > Observed with RT 3.6.6rc1: > > A ticket is created in queue A, and has a reminder created in it. The > reminder appears on both the ticket's "Reminders" page and on the > associated user's "Open Reminders" panel in the RT home page. > > The ticket is moved to queue B. Now the reminder no longer appears on > the ticket's "Reminders" page, but does still appear on the associated > user's "Open Reminders" panel in At-A-Glance. However, because that > panel just links to the ticket, there's no way for the user to clear the > reminder. > > If the ticket is moved back to queue A, the reminder reappears. > > lib/RT/Reminders.pm filters the collection of reminders for a ticket so > that it only includes objects in that ticket's queue -- which explains > the behavior. Is there an underlying reason for that restriction, > though? It's confusing to a user who considers a reminder to just be a > component of the ticket that ought to move when the ticket does, and > it's frustrating to a user who sees a task and can't do anything to mark > it completed. > > -- > Mark Roedel > Senior Programmer / Analyst > LeTourneau University > Longview, Texas USA > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Wed Jan 9 11:26:10 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 09 Jan 2008 08:26:10 -0800 Subject: [rt-users] Issues with AdminCCs In-Reply-To: References: Message-ID: <6.2.1.2.2.20080109082203.027e1b20@mail.sdsu.edu> Hi Braam, From what I've observed, the folks listed on the people tab of a ticket seem to be "ticket" adminccs and ccs, not "queue" watchers. Although both ticket and queue watchers should get all of the appropriate correspondence, within the ticket you only see those who are specific to that ticket. Regards, Gene At 01:06 AM 1/9/2008, Braam van Heerden wrote: >Some more information I gathered after playing with a ticket a bit > >1) If I manually add an AdminCC or CC it shows in the web interface >2) If I reply to a ticket, the AdminCC's does not get notified > >It seems the system notifies everyone that is AdminCCs when a ticket >gets created, then forgets about them. > >If I use the query from >http://wiki.bestpractical.com/view/GetWatcherInfoByTicket I get only the >Requestor and Owner info back. > >Thanks :) > >Braam van Heerden > > > -----Original Message----- > > From: Braam van Heerden (Conversant Systems) > > Sent: 09 January 2008 10:50 AM > > To: RT-Users at lists.bestpractical.com > > Subject: [rt-users] Issues with AdminCCs > > > > Greetings, > > > > I recently upgraded my RT from 3.4.5 to 3.6.5 and moved it to > > another machine at the same time. > > > > On the old machine I had everyone in the support department > > set to AdminCC's for the queue. With the move we decided to > > change it, and I set up a notification scrip instead. Today > > my boss wanted the AdminCC's reinstated, so I went to > > Watchers on the queue and added some support staff as > > AdminCCs to the queue. > > > > When a new ticket gets created it notifies them correctly, > > however in the Web UI under the Ticket's People tab I can > > only see the Requestor, not the AdminCCs. > > > > Any help resolving this would be appreciated. > > > > Thanks :) > > > > Braam van Heerden > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December > > 31, we'll take up to 20 percent off the price. This sale > > won't last long, so get in touch today. > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com Commercial > > support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >If you sign up for a new RT support contract before December 31, we'll take >up to 20 percent off the price. This sale won't last long, so get in touch >today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From sturner at MIT.EDU Wed Jan 9 11:40:23 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 09 Jan 2008 11:40:23 -0500 Subject: [rt-users] RT 3.6 query - possible bug? Message-ID: <6.2.3.4.2.20080109111937.04603a58@po14.mit.edu> We've found a difference between 3.4.2 and 3.6.5 that seems like a bug - we have a query that returns different results. One of our queues has a custom field called 'Alt. Email/Phone' so that alternate requestor contact info can be recorded in the ticket. Our users need to include this custom field in requestor searches that cross different queues, including queues that don't have the custom field. The WHERE clause is like this: WHERE Requestor.EmailAddress LIKE 'sturner' OR Requestor.Name LIKE 'sturner' OR 'CF.{Alt. Email/Phone}' LIKE 'sturner' This will get tickets for 'sturner' in any queue whether or not that queue has a 'Alt. Email/Phone' custom field. The last part of the clause is interpreted by RT to mean: "OR where the 'Alt. Email/Phone' is defined for the ticket queue and the value contains 'sturner' '' However, RT 3.6.5 will only return tickets in the queue with the custom field defined. Any tickets outside this queue with requestor = 'sturner' will not be returned. The difference seems to be that in 3.4, there's an outer join somewhere in the custom field part of the query, and in 3.6 there is instead a simple join. The 3.6 interpretation of the query is WHERE custom field 'Alt. Email/Phone' is defined for the queue AND (Requestor.EmailAddress LIKE 'sturner' OR Requestor.Name LIKE 'sturner' OR 'CF.{Alt. Email/Phone}' LIKE 'sturner') Is this a bug? Is there a work around? Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From mikef at ack.berkeley.edu Wed Jan 9 12:00:04 2008 From: mikef at ack.berkeley.edu (Mike Friedman) Date: Wed, 9 Jan 2008 09:00:04 -0800 (PST) Subject: [rt-users] Possible browser-dependent Stylesheet problem between 3.6.3 and 3.6.5 In-Reply-To: <20080109082213.GA21182@easter-eggs.com> References: <20080108160131.N18589@malcolm.berkeley.edu> <20080109082213.GA21182@easter-eggs.com> Message-ID: <20080109084523.I48853@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Wed, 9 Jan 2008 at 09:22 (+0100), Emmanuel Lacour wrote: > On Tue, Jan 08, 2008 at 04:20:10PM -0800, Mike Friedman wrote: >> >> One of our RT systems here was just upgraded from 3.4.5 to 3.6.5 and >> now I find that most of the 'style' is gone in the web pages, but only >> with Opera and IE (6). Firefox displays the new page formats just >> fine. > > I had the same problem, this was because NoAuth/css wasn't excluded from > fastcgi so there were headers added which was accepted by firefox but > not by IE. The problem is certainly in your apache config. What are you > using ? Fastcgi ? Mod_perl ? Can you give us a sample of your vhost > configuration ? Also try to download your css from firefox and look at > the result. This RT is using mod_perl. Below is the RT-related excerpt from the vhost config. This was set up a long time ago by someone who no longer works here and used to support this RT instance. I must admit that I don't understand a lot of it; in the RT's I support, my vhost definitions are much simpler. Mike ======================================================================= ### ######################################## # ### RT3 # NB, from the rt-users mailing list: # "I have avoided using RedirectMatch by only applying "SetHandler # perl-script" (which seems to be what blocks the usual DirectoryIndex # behaviour) to html files, and those specific directories which need it." Alias /rt /usr/local/rt3/share/html PerlModule Bundle::Apache2 PerlModule Apache2::compat PerlModule Apache::DBI # PerlRequire /usr/local/rt3/bin/ap2mp2-fix.pl PerlRequire /usr/local/rt3/bin/webmux.pl Order allow,deny Allow from all Options All AllowOverride All AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason ############################################## ======================================================================= _________________________________________________________________________ Mike Friedman Information Services & Technology mikef at berkeley.edu 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://ist.berkeley.edu _________________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBR4T9l60bf1iNr4mCEQLvOACeKFGoUNHxDAEp7vcnZ+k4CQW2GhUAoM3Z Vj5+hy1zY01CvSmylla/iiF8 =EyO9 -----END PGP SIGNATURE----- From KFCrocker at lbl.gov Wed Jan 9 12:32:57 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 09 Jan 2008 09:32:57 -0800 Subject: [rt-users] Issues with AdminCCs In-Reply-To: <6.2.1.2.2.20080109082203.027e1b20@mail.sdsu.edu> References: <6.2.1.2.2.20080109082203.027e1b20@mail.sdsu.edu> Message-ID: <47850549.8020204@lbl.gov> Hi Braam, I agree with Gene on this with an addition, if there is NO notification scrip for "Other" for whatever action, then those "AdminCc's" on the ticket won't get anything. Kenn LBNL On 1/9/2008 8:26 AM, Gene LeDuc wrote: > Hi Braam, > > From what I've observed, the folks listed on the people tab of a ticket > seem to be "ticket" adminccs and ccs, not "queue" watchers. Although > both ticket and queue watchers should get all of the appropriate > correspondence, within the ticket you only see those who are specific to > that ticket. > > Regards, > Gene > > At 01:06 AM 1/9/2008, Braam van Heerden wrote: >> Some more information I gathered after playing with a ticket a bit >> >> 1) If I manually add an AdminCC or CC it shows in the web interface >> 2) If I reply to a ticket, the AdminCC's does not get notified >> >> It seems the system notifies everyone that is AdminCCs when a ticket >> gets created, then forgets about them. >> >> If I use the query from >> http://wiki.bestpractical.com/view/GetWatcherInfoByTicket I get only the >> Requestor and Owner info back. >> >> Thanks :) >> >> Braam van Heerden >> >> > -----Original Message----- >> > From: Braam van Heerden (Conversant Systems) >> > Sent: 09 January 2008 10:50 AM >> > To: RT-Users at lists.bestpractical.com >> > Subject: [rt-users] Issues with AdminCCs >> > >> > Greetings, >> > >> > I recently upgraded my RT from 3.4.5 to 3.6.5 and moved it to >> > another machine at the same time. >> > >> > On the old machine I had everyone in the support department >> > set to AdminCC's for the queue. With the move we decided to >> > change it, and I set up a notification scrip instead. Today >> > my boss wanted the AdminCC's reinstated, so I went to >> > Watchers on the queue and added some support staff as >> > AdminCCs to the queue. >> > >> > When a new ticket gets created it notifies them correctly, >> > however in the Web UI under the Ticket's People tab I can >> > only see the Requestor, not the AdminCCs. >> > >> > Any help resolving this would be appreciated. >> > >> > Thanks :) >> > >> > Braam van Heerden >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> > >> > If you sign up for a new RT support contract before December >> > 31, we'll take up to 20 percent off the price. This sale >> > won't last long, so get in touch today. >> > Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> > >> > >> > Community help: http://wiki.bestpractical.com Commercial >> > support: sales at bestpractical.com >> > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > Buy a copy at http://rtbook.bestpractical.com >> > >> > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll >> take >> up to 20 percent off the price. This sale won't last long, so get in >> touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > From hvgeekwtrvl at gmail.com Wed Jan 9 18:53:11 2008 From: hvgeekwtrvl at gmail.com (james machado) Date: Wed, 9 Jan 2008 15:53:11 -0800 Subject: [rt-users] What criteria do you use when deciding the number of instances of RT? Message-ID: Hi All, My question is both hypothetical and practical. I've got RT deployed in my I.T. department doing what it does best and it's working well. I've put feelers out to some other departments that I think could benefit from RT to see if they would be interested in having it setup for them. I am finely getting some positive responses so I'm looking for some guidance on deployment options. I am trying to decide if I should share an instance of RT among 1+ departments or create a new instance of RT for each department. Hardware is not an issue either way, nor does it look like the traffic volume will be an issue. These are all internally created tickets with no Internet access to my RT instance. If Internet access were required then a separate instance of RT would be desirable. So what I am looking for from people who have either had this issue or thought about it is: what factors you would take into account when deciding on 1 or more instances of RT and why. Thanks, James -------------- next part -------------- An HTML attachment was scrubbed... URL: From jake.conk at gmail.com Wed Jan 9 19:52:42 2008 From: jake.conk at gmail.com (Jake Conk) Date: Wed, 9 Jan 2008 16:52:42 -0800 Subject: [rt-users] A few beginner work flow questions and suggestions Message-ID: <8583d0970801091652q389d245fqc176b02d467cc13e@mail.gmail.com> Hello, I read most of the manual administration documentation from the wiki but even then still can't figure out what I'm doing wrong or the suggested work flow of using RT because things aren't appearing and showing up the way I'd expect it. I'm using version 3.6.5 and I broke up my email into two parts, the questions and suggestions so if you can answer anything please reply back :) Questions ------------------------------------------------------------------------- 1) I created a normal user account but when I logged in with the user account to test it I couldn't create a ticket because the account didn't have permission's to attach a ticket to the Queue but there aren't no queues so I created a queue with my root account then logged back in with the test account and the queue didn't show up on the ticket page?! What am I doing wrong here so that I could have normal users create tickets and have the queues show up in the queue section of creating a ticket? 2) After creating a Custom Field and setting the "Applies to" to "Tickets" it still doesn't show up when I log in as my test account under the new ticket page? I then went to Configuration -> Global -> Custom Fields -> Tickets and moved this custom field to the "Selected Custom Fields" section and I still don't see it on the new ticket page with my user account. Am I getting the wrong impression of what the custom types are for? 3) When trying to add members to a group all I see are privileged user accounts that are created, I don't see normal user accounts (account just created with "Let this user access RT" permission). Are groups only to manage privileged user accounts you can't group together non privileged accounts? Suggestions ------------------------------------------------------------------------- 1) The default user name and password should be in the documentation. After trying out a few guesses off the top of my head I had to go to the database and poke around for the user name. Then I had to guess that the password was "password". If that was in the README file with the rest of the instructions on getting you up and running that would be great. 2) The drop down menu item "User Id" in the Configuration -> Users page should say "User name" instead. It was misleading me to input the Id of the user from the Users database table. 3) Why do only privileged users show up in Configuration -> Users page by default? Most of the time normal user configuration and editing is what is being done and there is no way to see what unprivileged users exist. You have to do a search but the search assumes you know what you are looking for. The list should be expanded to show unprivileged users as well or create a separate one. 4) If you can't manage normal user accounts (user accounts with just "Let this user access RT") in groups then I think you should be able to unless I'm misunderstand the work flow of this system because I don't see any normal user accounts in the Members page of groups. Thanks, - Jake From cshort at n6.com.au Wed Jan 9 20:26:32 2008 From: cshort at n6.com.au (Christopher Short) Date: Wed, 9 Jan 2008 17:26:32 -0800 Subject: [rt-users] A few beginner work flow questions and suggestions In-Reply-To: <8583d0970801091652q389d245fqc176b02d467cc13e@mail.gmail.com> References: <8583d0970801091652q389d245fqc176b02d467cc13e@mail.gmail.com> Message-ID: <415AD65C134E3F4FA0B4D06C88D63F300798BD128C@EXVMBX015-3.exch015.msoutlookonline.net> Hi Jake, You'll need to read up on the "Rights" system within RT. When you set up users, you have to tell RT what those users are allowed to do, and you do that by assigning rights. These rights include things that you mention such as the ability to see certain queues, create tickets etc. In order for users to be assigned rights, they need to be designated "privileged users" - that's what it means. By default, unprivileged users can't do anything - that's why they're not shown and usually not used. In a normal RT installation, your "normal users" will be privileged. I hope this helps Christopher -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jake Conk Sent: Thursday, 10 January 2008 11:53 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] A few beginner work flow questions and suggestions Hello, I read most of the manual administration documentation from the wiki but even then still can't figure out what I'm doing wrong or the suggested work flow of using RT because things aren't appearing and showing up the way I'd expect it. I'm using version 3.6.5 and I broke up my email into two parts, the questions and suggestions so if you can answer anything please reply back :) Questions ------------------------------------------------------------------------- 1) I created a normal user account but when I logged in with the user account to test it I couldn't create a ticket because the account didn't have permission's to attach a ticket to the Queue but there aren't no queues so I created a queue with my root account then logged back in with the test account and the queue didn't show up on the ticket page?! What am I doing wrong here so that I could have normal users create tickets and have the queues show up in the queue section of creating a ticket? 2) After creating a Custom Field and setting the "Applies to" to "Tickets" it still doesn't show up when I log in as my test account under the new ticket page? I then went to Configuration -> Global -> Custom Fields -> Tickets and moved this custom field to the "Selected Custom Fields" section and I still don't see it on the new ticket page with my user account. Am I getting the wrong impression of what the custom types are for? 3) When trying to add members to a group all I see are privileged user accounts that are created, I don't see normal user accounts (account just created with "Let this user access RT" permission). Are groups only to manage privileged user accounts you can't group together non privileged accounts? Suggestions ------------------------------------------------------------------------- 1) The default user name and password should be in the documentation. After trying out a few guesses off the top of my head I had to go to the database and poke around for the user name. Then I had to guess that the password was "password". If that was in the README file with the rest of the instructions on getting you up and running that would be great. 2) The drop down menu item "User Id" in the Configuration -> Users page should say "User name" instead. It was misleading me to input the Id of the user from the Users database table. 3) Why do only privileged users show up in Configuration -> Users page by default? Most of the time normal user configuration and editing is what is being done and there is no way to see what unprivileged users exist. You have to do a search but the search assumes you know what you are looking for. The list should be expanded to show unprivileged users as well or create a separate one. 4) If you can't manage normal user accounts (user accounts with just "Let this user access RT") in groups then I think you should be able to unless I'm misunderstand the work flow of this system because I don't see any normal user accounts in the Members page of groups. Thanks, - Jake _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From cshort at n6.com.au Wed Jan 9 20:30:42 2008 From: cshort at n6.com.au (Christopher Short) Date: Wed, 9 Jan 2008 17:30:42 -0800 Subject: [rt-users] A few beginner work flow questions and suggestions In-Reply-To: <415AD65C134E3F4FA0B4D06C88D63F300798BD128C@EXVMBX015-3.exch015.msoutlookonline.net> References: <8583d0970801091652q389d245fqc176b02d467cc13e@mail.gmail.com> <415AD65C134E3F4FA0B4D06C88D63F300798BD128C@EXVMBX015-3.exch015.msoutlookonline.net> Message-ID: <415AD65C134E3F4FA0B4D06C88D63F300798BD128F@EXVMBX015-3.exch015.msoutlookonline.net> PS forgot to say that it's often best to assign privileged users to a group and then assign the rights to those groups. You can have different groups representing different roles within the company. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Short Sent: Thursday, 10 January 2008 12:27 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] A few beginner work flow questions and suggestions Hi Jake, You'll need to read up on the "Rights" system within RT. When you set up users, you have to tell RT what those users are allowed to do, and you do that by assigning rights. These rights include things that you mention such as the ability to see certain queues, create tickets etc. In order for users to be assigned rights, they need to be designated "privileged users" - that's what it means. By default, unprivileged users can't do anything - that's why they're not shown and usually not used. In a normal RT installation, your "normal users" will be privileged. I hope this helps Christopher -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jake Conk Sent: Thursday, 10 January 2008 11:53 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] A few beginner work flow questions and suggestions Hello, I read most of the manual administration documentation from the wiki but even then still can't figure out what I'm doing wrong or the suggested work flow of using RT because things aren't appearing and showing up the way I'd expect it. I'm using version 3.6.5 and I broke up my email into two parts, the questions and suggestions so if you can answer anything please reply back :) Questions ------------------------------------------------------------------------- 1) I created a normal user account but when I logged in with the user account to test it I couldn't create a ticket because the account didn't have permission's to attach a ticket to the Queue but there aren't no queues so I created a queue with my root account then logged back in with the test account and the queue didn't show up on the ticket page?! What am I doing wrong here so that I could have normal users create tickets and have the queues show up in the queue section of creating a ticket? 2) After creating a Custom Field and setting the "Applies to" to "Tickets" it still doesn't show up when I log in as my test account under the new ticket page? I then went to Configuration -> Global -> Custom Fields -> Tickets and moved this custom field to the "Selected Custom Fields" section and I still don't see it on the new ticket page with my user account. Am I getting the wrong impression of what the custom types are for? 3) When trying to add members to a group all I see are privileged user accounts that are created, I don't see normal user accounts (account just created with "Let this user access RT" permission). Are groups only to manage privileged user accounts you can't group together non privileged accounts? Suggestions ------------------------------------------------------------------------- 1) The default user name and password should be in the documentation. After trying out a few guesses off the top of my head I had to go to the database and poke around for the user name. Then I had to guess that the password was "password". If that was in the README file with the rest of the instructions on getting you up and running that would be great. 2) The drop down menu item "User Id" in the Configuration -> Users page should say "User name" instead. It was misleading me to input the Id of the user from the Users database table. 3) Why do only privileged users show up in Configuration -> Users page by default? Most of the time normal user configuration and editing is what is being done and there is no way to see what unprivileged users exist. You have to do a search but the search assumes you know what you are looking for. The list should be expanded to show unprivileged users as well or create a separate one. 4) If you can't manage normal user accounts (user accounts with just "Let this user access RT") in groups then I think you should be able to unless I'm misunderstand the work flow of this system because I don't see any normal user accounts in the Members page of groups. Thanks, - Jake _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 bobg at uic.edu Wed Jan 9 20:42:31 2008 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 09 Jan 2008 19:42:31 -0600 Subject: [rt-users] What criteria do you use when deciding the number of instances of RT? In-Reply-To: Your message of "Wed, 09 Jan 2008 15:53:11 PST." Message-ID: <200801100142.m0A1gVlO007290@remora.cc.uic.edu> I work in a university computer center. We try to set up an instance per department or other large unit (e.g. college) on request. Part of it is, I can hand the instance to an admin and say "have fun". They can then handle new users, privs, new queues, etc. (I have to connect email addresses to new queues, though.) There are many ways, all good. It partly depends on how much control a given unit wants over it's RT instance, to a lesser extent the security of isolating instances, and the nuissance of wanting to transfer tickets between instances. A downside of many instances is that you can't transfer tickets between them, and you need someone to take care of each instance. We do the sysadmin work, but the dept has to deal with adding consultants, etc. bobg > >Hi All, > >My question is both hypothetical and practical. I've got RT deployed in my >I.T. department doing what it does best and it's working well. I've put >feelers out to some other departments that I think could benefit from RT to >see if they would be interested in having it setup for them. I am finely >getting some positive responses so I'm looking for some guidance on >deployment options. I am trying to decide if I should share an instance of >RT among 1+ departments or create a new instance of RT for each department. >Hardware is not an issue either way, nor does it look like the traffic >volume will be an issue. These are all internally created tickets with no >Internet access to my RT instance. If Internet access were required then a >separate instance of RT would be desirable. > >So what I am looking for from people who have either had this issue or >thought about it is: what factors you would take into account when deciding >on 1 or more instances of RT and why. > >Thanks, > >James > >------=_Part_21836_23723461.1199922791092 >Content-Type: text/html; charset=ISO-8859-1 >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >Hi All,

My question is both hypothetical and practical.  I've >got RT deployed in my I.T. department doing what it does best and it's wor >king well.  I've put feelers out to some other departments that I thi >nk could benefit from RT to see if they would be interested in having it setup > for them.  I am finely getting some positive responses so I'm lookin >g for some guidance on deployment options.  I am trying to decide if I sh >ould share an instance of RT among 1+ departments or create a new instance of >RT for each department.  Hardware is not an issue either way, nor does it > look like the traffic volume will be an issue.  These are all internally > created tickets with no Internet access to my RT instance.  If Internet >access were required then a separate instance of RT would be desirable. >

So what I am looking for from people who have either had this issue or > thought about it is: what factors you would take into account when deciding o >n 1 or more instances of RT and why.

Thanks,

James
> >------=_Part_21836_23723461.1199922791092-- > >--===============0413921889== >Content-Type: text/plain; charset="us-ascii" >MIME-Version: 1.0 >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com >--===============0413921889==-- > From jake.conk at gmail.com Wed Jan 9 21:21:21 2008 From: jake.conk at gmail.com (Jake Conk) Date: Wed, 9 Jan 2008 18:21:21 -0800 Subject: [rt-users] A few beginner work flow questions and suggestions In-Reply-To: <415AD65C134E3F4FA0B4D06C88D63F300798BD128C@EXVMBX015-3.exch015.msoutlookonline.net> References: <8583d0970801091652q389d245fqc176b02d467cc13e@mail.gmail.com> <415AD65C134E3F4FA0B4D06C88D63F300798BD128C@EXVMBX015-3.exch015.msoutlookonline.net> Message-ID: <8583d0970801091821u46969705pcd15d1bff25a5c3e@mail.gmail.com> Chirs, Thanks for your brief explanation. Can you please tell me what's the point of non-privileged users then? What's the point of having them since they can't do anything but log in? I thought they should be able to just simply able to create and reply to their own tickets. Thanks, - Jake On Jan 9, 2008 5:26 PM, Christopher Short wrote: > Hi Jake, > > You'll need to read up on the "Rights" system within RT. > When you set up users, you have to tell RT what those users are allowed to do, and you do that by assigning rights. These rights include things that you mention such as the ability to see certain queues, create tickets etc. > In order for users to be assigned rights, they need to be designated "privileged users" - that's what it means. > By default, unprivileged users can't do anything - that's why they're not shown and usually not used. In a normal RT installation, your "normal users" will be privileged. > > I hope this helps > Christopher > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jake Conk > Sent: Thursday, 10 January 2008 11:53 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] A few beginner work flow questions and suggestions > > Hello, > > I read most of the manual administration documentation from the wiki > but even then still can't figure out what I'm doing wrong or the > suggested work flow of using RT because things aren't appearing and > showing up the way I'd expect it. I'm using version 3.6.5 and I broke > up my email into two parts, the questions and suggestions so if you > can answer anything please reply back :) > > > Questions > ------------------------------------------------------------------------- > 1) I created a normal user account but when I logged in with the user > account to test it I couldn't create a ticket because the account > didn't have permission's to attach a ticket to the Queue but there > aren't no queues so I created a queue with my root account then logged > back in with the test account and the queue didn't show up on the > ticket page?! What am I doing wrong here so that I could have normal > users create tickets and have the queues show up in the queue section > of creating a ticket? > > 2) After creating a Custom Field and setting the "Applies to" to > "Tickets" it still doesn't show up when I log in as my test account > under the new ticket page? I then went to Configuration -> Global -> > Custom Fields -> Tickets and moved this custom field to the "Selected > Custom Fields" section and I still don't see it on the new ticket page > with my user account. Am I getting the wrong impression of what the > custom types are for? > > 3) When trying to add members to a group all I see are privileged user > accounts that are created, I don't see normal user accounts (account > just created with "Let this user access RT" permission). Are groups > only to manage privileged user accounts you can't group together non > privileged accounts? > > > Suggestions > ------------------------------------------------------------------------- > 1) The default user name and password should be in the documentation. > After trying out a few guesses off the top of my head I had to go to > the database and poke around for the user name. Then I had to guess > that the password was "password". If that was in the README file with > the rest of the instructions on getting you up and running that would > be great. > > 2) The drop down menu item "User Id" in the Configuration -> Users > page should say "User name" instead. It was misleading me to input the > Id of the user from the Users database table. > > 3) Why do only privileged users show up in Configuration -> Users page > by default? Most of the time normal user configuration and editing is > what is being done and there is no way to see what unprivileged users > exist. You have to do a search but the search assumes you know what > you are looking for. The list should be expanded to show unprivileged > users as well or create a separate one. > > 4) If you can't manage normal user accounts (user accounts with just > "Let this user access RT") in groups then I think you should be able > to unless I'm misunderstand the work flow of this system because I > don't see any normal user accounts in the Members page of groups. > > > Thanks, > > - Jake > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jake.conk at gmail.com Wed Jan 9 21:43:21 2008 From: jake.conk at gmail.com (Jake Conk) Date: Wed, 9 Jan 2008 18:43:21 -0800 Subject: [rt-users] So confused on group and user rights? Message-ID: <8583d0970801091843u4af98a7ah3b11c03d737a84d0@mail.gmail.com> Hello, So I'm struggling trying to figure out user and group permissions. I was told that all users need the right "Let this user be granted rights" so that they can create tickets but when I give a user that permission then they no longer have the link "New ticket". I activated Create Ticket, Reply To Ticket, Show Ticket, and Show Ticket Comments on ALL groups and roles as an act of desperation for trying to figure this out and still cannot create a ticket with this user. I then revoked "Let this user be granted rights" and the New Ticket link was there again and I was able to create a ticket but next to the Queue field its just "()" even though I have a queue created. I hit "Create ticket" and the ticket was created under my only queue but why doesn't my Queues show up properly for create a ticket and why cant I create a ticket with this user when give the right "Let this user be granted rights"? Also my custom fields for do not show up to the ticket page even though I select Ticket under "Applies to". Can someone give me a simple guide on the basic work flow when using this system to create a user who simply creates tickets? Thanks, - Jake From cshort at n6.com.au Wed Jan 9 23:26:23 2008 From: cshort at n6.com.au (Christopher Short) Date: Wed, 9 Jan 2008 20:26:23 -0800 Subject: [rt-users] A few beginner work flow questions and suggestions In-Reply-To: <8583d0970801091821u46969705pcd15d1bff25a5c3e@mail.gmail.com> References: <8583d0970801091652q389d245fqc176b02d467cc13e@mail.gmail.com> <415AD65C134E3F4FA0B4D06C88D63F300798BD128C@EXVMBX015-3.exch015.msoutlookonline.net> <8583d0970801091821u46969705pcd15d1bff25a5c3e@mail.gmail.com> Message-ID: <415AD65C134E3F4FA0B4D06C88D63F300798BD12D3@EXVMBX015-3.exch015.msoutlookonline.net> Hi Jake, apart from individual privileged users and groups (of priv users), it's possible to assign Rights to some general "system" groups of users - All Privileged Users, All Non Privileged Users and Everyone. "Everyone" is for sites like Facebook and Flickr who allow anyone in the world to send emails to their support address (RT) - the RT admins don't need to know who people are. I found assigning Rights to the "Non Privileged Users" weird at first but to me it seems like a kind of hack where you can say we don't want to allow the whole world to access us, but we'll give you a whole heap of users who can log in, but no-one will ever be able to accidentally give them any more abilities than whatever they have now. Navigating to the Rights stuff can be a bit confusing, the first person who was setting up our RT installation got it all confused. You can set rights on Groups = who can see/modify/use specific groups (confusingly which groups can modify them too) Queues = who can see/modify/use specific queues (and tickets) Custom Fields = who can see/modify/use specific custom fields Global = setting rights over all Queues and all Groups. With your user and custom field problems, have you ensured that the appropriate user or group you are using has permission to see/modify tickets in that queue AND see/modify that custom field? I'm finding your writing a little hard to understand but I hope I'm answering some of your concerns anyway :-) regards, Christopher -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jake Conk Sent: Thursday, 10 January 2008 1:21 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] A few beginner work flow questions and suggestions Chirs, Thanks for your brief explanation. Can you please tell me what's the point of non-privileged users then? What's the point of having them since they can't do anything but log in? I thought they should be able to just simply able to create and reply to their own tickets. Thanks, - Jake On Jan 9, 2008 5:26 PM, Christopher Short wrote: > Hi Jake, > > You'll need to read up on the "Rights" system within RT. > When you set up users, you have to tell RT what those users are allowed to do, and you do that by assigning rights. These rights include things that you mention such as the ability to see certain queues, create tickets etc. > In order for users to be assigned rights, they need to be designated "privileged users" - that's what it means. > By default, unprivileged users can't do anything - that's why they're not shown and usually not used. In a normal RT installation, your "normal users" will be privileged. > > I hope this helps > Christopher > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jake Conk > Sent: Thursday, 10 January 2008 11:53 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] A few beginner work flow questions and suggestions > > Hello, > > I read most of the manual administration documentation from the wiki > but even then still can't figure out what I'm doing wrong or the > suggested work flow of using RT because things aren't appearing and > showing up the way I'd expect it. I'm using version 3.6.5 and I broke > up my email into two parts, the questions and suggestions so if you > can answer anything please reply back :) > > > Questions > ------------------------------------------------------------------------- > 1) I created a normal user account but when I logged in with the user > account to test it I couldn't create a ticket because the account > didn't have permission's to attach a ticket to the Queue but there > aren't no queues so I created a queue with my root account then logged > back in with the test account and the queue didn't show up on the > ticket page?! What am I doing wrong here so that I could have normal > users create tickets and have the queues show up in the queue section > of creating a ticket? > > 2) After creating a Custom Field and setting the "Applies to" to > "Tickets" it still doesn't show up when I log in as my test account > under the new ticket page? I then went to Configuration -> Global -> > Custom Fields -> Tickets and moved this custom field to the "Selected > Custom Fields" section and I still don't see it on the new ticket page > with my user account. Am I getting the wrong impression of what the > custom types are for? > > 3) When trying to add members to a group all I see are privileged user > accounts that are created, I don't see normal user accounts (account > just created with "Let this user access RT" permission). Are groups > only to manage privileged user accounts you can't group together non > privileged accounts? > > > Suggestions > ------------------------------------------------------------------------- > 1) The default user name and password should be in the documentation. > After trying out a few guesses off the top of my head I had to go to > the database and poke around for the user name. Then I had to guess > that the password was "password". If that was in the README file with > the rest of the instructions on getting you up and running that would > be great. > > 2) The drop down menu item "User Id" in the Configuration -> Users > page should say "User name" instead. It was misleading me to input the > Id of the user from the Users database table. > > 3) Why do only privileged users show up in Configuration -> Users page > by default? Most of the time normal user configuration and editing is > what is being done and there is no way to see what unprivileged users > exist. You have to do a search but the search assumes you know what > you are looking for. The list should be expanded to show unprivileged > users as well or create a separate one. > > 4) If you can't manage normal user accounts (user accounts with just > "Let this user access RT") in groups then I think you should be able > to unless I'm misunderstand the work flow of this system because I > don't see any normal user accounts in the Members page of groups. > > > Thanks, > > - Jake > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jake.conk at gmail.com Thu Jan 10 01:01:00 2008 From: jake.conk at gmail.com (Jake Conk) Date: Wed, 9 Jan 2008 22:01:00 -0800 Subject: [rt-users] A few beginner work flow questions and suggestions In-Reply-To: <415AD65C134E3F4FA0B4D06C88D63F300798BD12D3@EXVMBX015-3.exch015.msoutlookonline.net> References: <8583d0970801091652q389d245fqc176b02d467cc13e@mail.gmail.com> <415AD65C134E3F4FA0B4D06C88D63F300798BD128C@EXVMBX015-3.exch015.msoutlookonline.net> <8583d0970801091821u46969705pcd15d1bff25a5c3e@mail.gmail.com> <415AD65C134E3F4FA0B4D06C88D63F300798BD12D3@EXVMBX015-3.exch015.msoutlookonline.net> Message-ID: <8583d0970801092201s680c78ebp7f30caf7d2a5bba2@mail.gmail.com> Chris, Thanks for trying to help. I'm sorry if you find my writing a little hard to understand because I was trying to be as detailed as possible but I'll try to make this next question simpler. Basically all I need from the system is the ability to create user accounts who can submit tickets and get notified when I (the admin) replies back or closes the ticket. The unprivileged user page is almost perfect and not since I figured out how to show that users its queues its all coming together however after that user creates a ticket its not shown on his home page. I see it on my home page but the user who created it doesn't see it? What permissions do I need to give the unprivleged user to be able to see his own tickets that he created along with any replies? I do not want other users to be able to see each others tickets, only the admins (super users) can do that. If you can answer that, that will be great OR if the above can be done with a privileged user then that would be great also but I don't want the privileged user to see the query builder or any of the configurations options, they're only purpose is to submit tickets. Thanks, - Jake On Jan 9, 2008 8:26 PM, Christopher Short wrote: > Hi Jake, apart from individual privileged users and groups (of priv users), it's possible to assign Rights to some general "system" groups of users - All Privileged Users, All Non Privileged Users and Everyone. > > "Everyone" is for sites like Facebook and Flickr who allow anyone in the world to send emails to their support address (RT) - the RT admins don't need to know who people are. > I found assigning Rights to the "Non Privileged Users" weird at first but to me it seems like a kind of hack where you can say we don't want to allow the whole world to access us, but we'll give you a whole heap of users who can log in, but no-one will ever be able to accidentally give them any more abilities than whatever they have now. > > Navigating to the Rights stuff can be a bit confusing, the first person who was setting up our RT installation got it all confused. > > You can set rights on > Groups = who can see/modify/use specific groups (confusingly which groups can modify them too) > Queues = who can see/modify/use specific queues (and tickets) > Custom Fields = who can see/modify/use specific custom fields > Global = setting rights over all Queues and all Groups. > > With your user and custom field problems, have you ensured that the appropriate user or group you are using has permission to see/modify tickets in that queue AND see/modify that custom field? > > I'm finding your writing a little hard to understand but I hope I'm answering some of your concerns anyway :-) > > regards, > Christopher > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jake Conk > Sent: Thursday, 10 January 2008 1:21 PM > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] A few beginner work flow questions and suggestions > > Chirs, > > Thanks for your brief explanation. Can you please tell me what's the > point of non-privileged users then? What's the point of having them > since they can't do anything but log in? I thought they should be able > to just simply able to create and reply to their own tickets. > > Thanks, > - Jake > > On Jan 9, 2008 5:26 PM, Christopher Short wrote: > > Hi Jake, > > > > You'll need to read up on the "Rights" system within RT. > > When you set up users, you have to tell RT what those users are allowed to do, and you do that by assigning rights. These rights include things that you mention such as the ability to see certain queues, create tickets etc. > > In order for users to be assigned rights, they need to be designated "privileged users" - that's what it means. > > By default, unprivileged users can't do anything - that's why they're not shown and usually not used. In a normal RT installation, your "normal users" will be privileged. > > > > I hope this helps > > Christopher > > > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jake Conk > > Sent: Thursday, 10 January 2008 11:53 AM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] A few beginner work flow questions and suggestions > > > > Hello, > > > > I read most of the manual administration documentation from the wiki > > but even then still can't figure out what I'm doing wrong or the > > suggested work flow of using RT because things aren't appearing and > > showing up the way I'd expect it. I'm using version 3.6.5 and I broke > > up my email into two parts, the questions and suggestions so if you > > can answer anything please reply back :) > > > > > > Questions > > ------------------------------------------------------------------------- > > 1) I created a normal user account but when I logged in with the user > > account to test it I couldn't create a ticket because the account > > didn't have permission's to attach a ticket to the Queue but there > > aren't no queues so I created a queue with my root account then logged > > back in with the test account and the queue didn't show up on the > > ticket page?! What am I doing wrong here so that I could have normal > > users create tickets and have the queues show up in the queue section > > of creating a ticket? > > > > 2) After creating a Custom Field and setting the "Applies to" to > > "Tickets" it still doesn't show up when I log in as my test account > > under the new ticket page? I then went to Configuration -> Global -> > > Custom Fields -> Tickets and moved this custom field to the "Selected > > Custom Fields" section and I still don't see it on the new ticket page > > with my user account. Am I getting the wrong impression of what the > > custom types are for? > > > > 3) When trying to add members to a group all I see are privileged user > > accounts that are created, I don't see normal user accounts (account > > just created with "Let this user access RT" permission). Are groups > > only to manage privileged user accounts you can't group together non > > privileged accounts? > > > > > > Suggestions > > ------------------------------------------------------------------------- > > 1) The default user name and password should be in the documentation. > > After trying out a few guesses off the top of my head I had to go to > > the database and poke around for the user name. Then I had to guess > > that the password was "password". If that was in the README file with > > the rest of the instructions on getting you up and running that would > > be great. > > > > 2) The drop down menu item "User Id" in the Configuration -> Users > > page should say "User name" instead. It was misleading me to input the > > Id of the user from the Users database table. > > > > 3) Why do only privileged users show up in Configuration -> Users page > > by default? Most of the time normal user configuration and editing is > > what is being done and there is no way to see what unprivileged users > > exist. You have to do a search but the search assumes you know what > > you are looking for. The list should be expanded to show unprivileged > > users as well or create a separate one. > > > > 4) If you can't manage normal user accounts (user accounts with just > > "Let this user access RT") in groups then I think you should be able > > to unless I'm misunderstand the work flow of this system because I > > don't see any normal user accounts in the Members page of groups. > > > > > > Thanks, > > > > - Jake > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jan.grant at bristol.ac.uk Thu Jan 10 03:55:41 2008 From: jan.grant at bristol.ac.uk (Jan Grant) Date: Thu, 10 Jan 2008 08:55:41 +0000 (GMT) Subject: [rt-users] A few beginner work flow questions and suggestions In-Reply-To: <8583d0970801092201s680c78ebp7f30caf7d2a5bba2@mail.gmail.com> References: <8583d0970801091652q389d245fqc176b02d467cc13e@mail.gmail.com> <415AD65C134E3F4FA0B4D06C88D63F300798BD128C@EXVMBX015-3.exch015.msoutlookonline.net> <8583d0970801091821u46969705pcd15d1bff25a5c3e@mail.gmail.com> <415AD65C134E3F4FA0B4D06C88D63F300798BD12D3@EXVMBX015-3.exch015.msoutlookonline.net> <8583d0970801092201s680c78ebp7f30caf7d2a5bba2@mail.gmail.com> Message-ID: <20080110085221.U78416@tribble.ilrt.bris.ac.uk> On Wed, 9 Jan 2008, Jake Conk wrote: > What permissions do I need to give the unprivleged user to be able to > see his own tickets that he created along with any replies? I do not > want other users to be able to see each others tickets, only the > admins (super users) can do that. There are a bunch of special groups ("Roles") which are evaluated on a ticket-by-ticket basis. "Requestor" is one of those. Assign the appropriate rights to that role group. Cheers, jan PS. If you have a few spare quid, the essentials book is worhtwhile picking up. -- jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/ Tel +44 (0)117 3317661 http://ioctl.org/jan/ Hang on, wasn't he holding a wooden parrot? No! It was a porcelain owl. From rfh at pipex.net Thu Jan 10 06:31:31 2008 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 10 Jan 2008 11:31:31 +0000 Subject: [rt-users] What criteria do you use when deciding the number of instances of RT? In-Reply-To: References: Message-ID: <47860213.6050701@pipex.net> Hi; We use one instance for 40 or so departments across 5 different sites in 2 countries ..based on queue/s per department Worked well for the past 4 years. With the right permissions , the look and feel as if it were different instances.with the added bonus tickets can be shipped between different queues and the maintenance is simpler. Creating new queues, queue cf's, watchers and users are managed by the sysadmins in the different sites, scrips are created and managed centrally by me and my team. Regards; Roy james machado wrote: > Hi All, > > My question is both hypothetical and practical. I've got RT deployed in my > I.T. department doing what it does best and it's working well. I've put > feelers out to some other departments that I think could benefit from RT to > see if they would be interested in having it setup for them. I am finely > getting some positive responses so I'm looking for some guidance on > deployment options. I am trying to decide if I should share an instance of > RT among 1+ departments or create a new instance of RT for each department. > Hardware is not an issue either way, nor does it look like the traffic > volume will be an issue. These are all internally created tickets with no > Internet access to my RT instance. If Internet access were required then a > separate instance of RT would be desirable. > > So what I am looking for from people who have either had this issue or > thought about it is: what factors you would take into account when deciding > on 1 or more instances of RT and why. > > Thanks, > > James > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From tom at limepepper.co.uk Thu Jan 10 06:37:44 2008 From: tom at limepepper.co.uk (Tom H) Date: Thu, 10 Jan 2008 11:37:44 +0000 Subject: [rt-users] assigning ticket to another owner Message-ID: <47860388.6030406@limepepper.co.uk> Hi I would like to assign a ticket to another Owner/user, but only myself and Nobody appear in the "owner" drop down list, and there are quite a few others in the group that have permissions on this queue. Am I missing a permission here? Thanks, T. From barnesaw at ucrwcu.rwc.uc.edu Thu Jan 10 08:52:46 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 10 Jan 2008 08:52:46 -0500 Subject: [rt-users] So confused on group and user rights? In-Reply-To: <8583d0970801091843u4af98a7ah3b11c03d737a84d0@mail.gmail.com> References: <8583d0970801091843u4af98a7ah3b11c03d737a84d0@mail.gmail.com> Message-ID: <4786232E.3000200@ucrwcu.rwc.uc.edu> They can't see the queue in the list because they don't have SeeQueue rights. Jake Conk wrote: > Hello, > > So I'm struggling trying to figure out user and group permissions. I > was told that all users need the right "Let this user be granted > rights" so that they can create tickets but when I give a user that > permission then they no longer have the link "New ticket". > > I activated Create Ticket, Reply To Ticket, Show Ticket, and Show > Ticket Comments on ALL groups and roles as an act of desperation for > trying to figure this out and still cannot create a ticket with this > user. > > I then revoked "Let this user be granted rights" and the New Ticket > link was there again and I was able to create a ticket but next to the > Queue field its just "()" even though I have a queue created. I hit > "Create ticket" and the ticket was created under my only queue but why > doesn't my Queues show up properly for create a ticket and why cant I > create a ticket with this user when give the right "Let this user be > granted rights"? > > Also my custom fields for do not show up to the ticket page even > though I select Ticket under "Applies to". > > Can someone give me a simple guide on the basic work flow when using > this system to create a user who simply creates tickets? > > Thanks, > - Jake > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From weser at osp-dd.de Thu Jan 10 09:16:19 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Thu, 10 Jan 2008 15:16:19 +0100 Subject: [rt-users] So confused on group and user rights? In-Reply-To: <4786232E.3000200@ucrwcu.rwc.uc.edu> References: <8583d0970801091843u4af98a7ah3b11c03d737a84d0@mail.gmail.com> <4786232E.3000200@ucrwcu.rwc.uc.edu> Message-ID: <478628B3.2090807@osp-dd.de> But it sounds like a bug to me that he's able to create a ticket although he doesn't see a queue. What if there is more than one queue? Where will the ticket be created? I thought "SeeQueue" is mandatory to create Tickets using the web interface of RT. Sometimes I feel like Jake: confused about the rights in RT ;) Drew Barnes wrote: > They can't see the queue in the list because they don't have SeeQueue > rights. > > Jake Conk wrote: >> Hello, >> >> So I'm struggling trying to figure out user and group permissions. I >> was told that all users need the right "Let this user be granted >> rights" so that they can create tickets but when I give a user that >> permission then they no longer have the link "New ticket". >> >> I activated Create Ticket, Reply To Ticket, Show Ticket, and Show >> Ticket Comments on ALL groups and roles as an act of desperation for >> trying to figure this out and still cannot create a ticket with this >> user. >> >> I then revoked "Let this user be granted rights" and the New Ticket >> link was there again and I was able to create a ticket but next to the >> Queue field its just "()" even though I have a queue created. I hit >> "Create ticket" and the ticket was created under my only queue but why >> doesn't my Queues show up properly for create a ticket and why cant I >> create a ticket with this user when give the right "Let this user be >> granted rights"? >> >> Also my custom fields for do not show up to the ticket page even >> though I select Ticket under "Applies to". >> >> Can someone give me a simple guide on the basic work flow when using >> this system to create a user who simply creates tickets? >> >> Thanks, >> - Jake >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 todd at chaka.net Thu Jan 10 10:20:46 2008 From: todd at chaka.net (Todd Chapman) Date: Thu, 10 Jan 2008 10:20:46 -0500 Subject: [rt-users] What criteria do you use when deciding the number of instances of RT? In-Reply-To: References: Message-ID: <519782dc0801100720t3909da73jad7aa7b138e249a@mail.gmail.com> I have had to think about this a lot. Maintaining one RT with customizations for lots of different groups can be challenging. Maintaining multiple RT instances and trying to keep some customizations in sync across those instances can also be a bit of a pain. So what it comes down to for me is risk. I can't have my externally facing customer service queues being screwed up by customization for my internal queues. So for me customer service gets its own instance and everyone else gets another instance. -Todd On 1/9/08, james machado wrote: > > Hi All, > > My question is both hypothetical and practical. I've got RT deployed in > my I.T. department doing what it does best and it's working well. I've > put feelers out to some other departments that I think could benefit from RT > to see if they would be interested in having it setup for them. I am finely > getting some positive responses so I'm looking for some guidance on > deployment options. I am trying to decide if I should share an instance of > RT among 1+ departments or create a new instance of RT for each department. > Hardware is not an issue either way, nor does it look like the traffic > volume will be an issue. These are all internally created tickets with no > Internet access to my RT instance. If Internet access were required then a > separate instance of RT would be desirable. > > So what I am looking for from people who have either had this issue or > thought about it is: what factors you would take into account when deciding > on 1 or more instances of RT and why. > > Thanks, > > James > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 bobg at uic.edu Thu Jan 10 11:08:48 2008 From: bobg at uic.edu (Bob Goldstein) Date: Thu, 10 Jan 2008 10:08:48 -0600 Subject: [rt-users] What criteria do you use when deciding the number of instances of RT? In-Reply-To: Your message of "Thu, 10 Jan 2008 10:20:46 EST." <519782dc0801100720t3909da73jad7aa7b138e249a@mail.gmail.com> Message-ID: <200801101608.m0AG8mMp011660@remora.cc.uic.edu> >--===============1115171146== >Content-Type: multipart/alternative; > boundary="----=_Part_8390_1032883.1199978446926" > >------=_Part_8390_1032883.1199978446926 >Content-Type: text/plain; charset=UTF-8 >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >I have had to think about this a lot. Maintaining one RT with customizations >for lots of different groups can be challenging. Maintaining multiple RT >instances and trying to keep some customizations in sync across those >instances can also be a bit of a pain. > >So what it comes down to for me is risk. I can't have my externally facing >customer service queues being screwed up by customization for my internal >queues. So for me customer service gets its own instance and everyone else >gets another instance. Interesting. For code customizations, I have my paths set up so that a given instance gets a base part (governing the core RT version), a common part for all instances (of that RT version) where I put _vendor files, and a per-instance part. Any customization I want to apply to all instances is easy, and I can still have per-instance differences. Of course, if you mean customizations in the RT config file or in the database, this doesn't help. bobg > >-Todd > >On 1/9/08, james machado wrote: >> >> Hi All, >> >> My question is both hypothetical and practical. I've got RT deployed in >> my I.T. department doing what it does best and it's working well. I've >> put feelers out to some other departments that I think could benefit from RT >> to see if they would be interested in having it setup for them. I am finely >> getting some positive responses so I'm looking for some guidance on >> deployment options. I am trying to decide if I should share an instance of >> RT among 1+ departments or create a new instance of RT for each department. >> Hardware is not an issue either way, nor does it look like the traffic >> volume will be an issue. These are all internally created tickets with no >> Internet access to my RT instance. If Internet access were required then a >> separate instance of RT would be desirable. >> >> So what I am looking for from people who have either had this issue or >> thought about it is: what factors you would take into account when deciding >> on 1 or more instances of RT and why. >> >> Thanks, >> >> James >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > >------=_Part_8390_1032883.1199978446926 >Content-Type: text/html; charset=UTF-8 >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >I have had to think about this a lot. Maintaining one RT with customizations f >or lots of different groups can be challenging. Maintaining multiple RT instan >ces and trying to keep some customizations in sync across those instances can >also be a bit of a pain. >

So what it comes down to for me is risk. I can't have my externall >y facing customer service queues being screwed up by customization for my inte >rnal queues. So for me customer service gets its own instance and everyone els >e gets another instance. >

-Todd

On 1/9/08, james machado <hvge >ekwtrvl at gmail.com> wrote:
>Hi All,

My question is both hypothetical and practical.  I've >got RT deployed in my I.T. department doing what it does best and it's wor >king well.  I've put feelers out to some other departments that I thi >nk could benefit from RT to see if they would be interested in having it setup > for them.  I am finely getting some positive responses so I'm lookin >g for some guidance on deployment options.  I am trying to decide if I sh >ould share an instance of RT among 1+ departments or create a new instance of >RT for each department.  Hardware is not an issue either way, nor does it > look like the traffic volume will be an issue.  These are all internally > created tickets with no Internet access to my RT instance.  If Internet >access were required then a separate instance of RT would be desirable. >

So what I am looking for from people who have either had this issue or > thought about it is: what factors you would take into account when deciding o >n 1 or more instances of RT and why.

Thanks,
>
James
>
_______________________________________________
http://lists.bestpractical >.com/cgi-bin/mailman/listinfo/rt-users >

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


Discover RT's hidden secrets with R >T Essentials from O'Reilly Media.
Buy a copy at et="_blank"> >http://rtbook.bestpractical.com

> >------=_Part_8390_1032883.1199978446926-- > >--===============1115171146== >Content-Type: text/plain; charset="us-ascii" >MIME-Version: 1.0 >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com >--===============1115171146==-- > From anarcat at anarcat.ath.cx Thu Jan 10 11:30:25 2008 From: anarcat at anarcat.ath.cx (The Anarcat) Date: Thu, 10 Jan 2008 11:30:25 -0500 Subject: [rt-users] changing the "titlebar_commands" (reply/comment...) Message-ID: <20080110163025.GB2211@mumia.anarcat.ath.cx> Hi, [RT 3.6.3 on FreeBSD 6.2 perl 5.8.8] I had what seemed to me a simple problem to solve in RT. We regularly receive spam and sometimes well, some gets through. I need to followup on those spam and make sure those guys get beaten on the head properly. For this I need the original email. I figured the best way to get that was through the Ticket/ShowEmailRecord.html link. Indeed, i could *guess* the proper attachment and find the original message in those. But the link just wasn't there. So I hacked it in. This required patching the ShowTransaction/ModifyDisplay callback so that it allows modification of the titlebar: --- ShowTransaction.orig Thu Jan 10 02:38:41 2008 +++ ShowTransaction Thu Jan 10 02:39:02 2008 @@ -52,7 +52,7 @@ <% $transdate|n %> % my $desc = $Transaction->BriefDescription; -% $m->comp('/Elements/Callback', _CallbackName => 'ModifyDisplay', text => \$desc, Transaction => $Transaction, %ARGS); +% $m->comp('/Elements/Callback', _CallbackName => 'ModifyDisplay', text => \$desc, titlebar_commands => \$titlebar_commands, Transaction => $Transaction, %ARGS); <%$Transaction->CreatorObj->Name%> - <%$TicketString%> <%$desc%> I then added the following callback in Callbacks/Koumbit/Ticket/Elements/ShowTransaction/ModifyDisplay: <%init> if ( $Transaction->Type =~ /Create$/ ) { $$titlebar_commands .= " [Ticket . "&Transaction=" . $Transaction->Id . "&Attachment=" . ( $Transaction->Attachments->First && $Transaction->Attachments->First->Id ) . '">' . loc('Show') . "] "; } <%args> $text => undef; $Transaction => undef; $titlebar_commands => undef; $EmailRecordPath => $RT::WebPath."/Ticket/ShowEmailRecord.html" Now, my question is: 1) is this the proper way? 2) Why doesn't the "show" link give me the complete email on multipart messages? 2) is my main point here of course, since the first one is mostly academic. Basically, my problem remains. As soon as the ticket was created from a multipart message, I still can't get the full picture. Any ideas? Thanks, -- Antoine Beaupr? R?seau Koumbit Networks +1.514.387.6262 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From KFCrocker at lbl.gov Thu Jan 10 13:41:44 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 10 Jan 2008 10:41:44 -0800 Subject: [rt-users] What criteria do you use when deciding the number of instances of RT? In-Reply-To: References: Message-ID: <478666E8.5000502@lbl.gov> To all, I work in the IT division and we only have one instance and it is used primarily for keeping track of requests for maintenance, custom work, etc. for our many (over 50 queues) software applications. I have developed an approval (ticket review and prioritization) and QA (Acceptance testing) "workflow" set of scrips and templates and it works great. However, there are so many other areas here where RT could be helpful. Being in Tech Services and the Sys Admin of our only version of RT, do I keep it to myself or spread the joy? From that perspective, I have to agree with Bob Goldstein. It really depends on the priorities of your department. Does the company have other departments where someone would be capable of administrating another instance of RT? Are there any chances that tickets from one instance might want/need to be transferred to another? What kind of differences/customizations would be needed between instances? I suggest doing an analysis of those subjects and any others you might come up with and prioritize their values and decide from there. I'm going with the one instance. That way, I can control what customizations are made to our one instance. If I ever get a department that has radically different needs and requirements, then I might want a different instance. For me, redundancy is usually a maintenance nightmare and I don't like designing or creating unnecessary work. But hey, that's me. Good luck! Kenn LBNL On 1/9/2008 3:53 PM, james machado wrote: > Hi All, > > My question is both hypothetical and practical. I've got RT deployed in > my I.T. department doing what it does best and it's working well. I've > put feelers out to some other departments that I think could benefit > from RT to see if they would be interested in having it setup for them. > I am finely getting some positive responses so I'm looking for some > guidance on deployment options. I am trying to decide if I should share > an instance of RT among 1+ departments or create a new instance of RT > for each department. Hardware is not an issue either way, nor does it > look like the traffic volume will be an issue. These are all internally > created tickets with no Internet access to my RT instance. If Internet > access were required then a separate instance of RT would be desirable. > > So what I am looking for from people who have either had this issue or > thought about it is: what factors you would take into account when > deciding on 1 or more instances of RT and why. > > Thanks, > > James > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From anarcat at anarcat.ath.cx Thu Jan 10 13:48:23 2008 From: anarcat at anarcat.ath.cx (The Anarcat) Date: Thu, 10 Jan 2008 13:48:23 -0500 Subject: [rt-users] Wiki parsing best practices Message-ID: <20080110184823.GC2211@mumia.anarcat.ath.cx> I've seen few things about changing the "parser" that RT uses to display the correspondance. I now know how to perform little hacks in the ShowMessageStanza callback. Instead of rewriting a full parser for myself, I figured I could use an existing. Since we're using Wiki extensively, I figured an existing wiki parser would be interesting... I've found a few Perl wiki parser, mainly for existing wikis, but also standalone: http://search.cpan.org/~cdent/PurpleWiki-0.94/PurpleWiki/Parser/WikiText.pm http://search.cpan.org/dist/Text-WikiFormat/ http://search.cpan.org/~dom/Wiki-Toolkit-Formatter-UseMod-0.20/ This is not a complete list. What I'm looking for here is advice on how to handle such a problem. Has anyone here modified RT other than with the simple callback documented in "ClickableLinks" in the wiki? I've tried PurpleWiki, but it seems to depend on the PurpleWiki install and doesn't talk well with RT. I've also tried the Wiki::Toolkit package, but CPAN tests failed so I couldn't actually test it. Text::WikiFormat is not exactly the format I'm looking for... Any suggestions? Thanks, -- Modern man has a kind of poverty of the spirit which stands in great contrast to his remarkable scientific and technological achievements. We've learned to walk in outer space and yet we haven't learned to walk to earth as brothers and sisters. - Dr. Martin Luther King, Jr. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From anarcat at anarcat.ath.cx Thu Jan 10 13:51:36 2008 From: anarcat at anarcat.ath.cx (The Anarcat) Date: Thu, 10 Jan 2008 13:51:36 -0500 Subject: [rt-users] What criteria do you use when deciding the number of instances of RT? In-Reply-To: <519782dc0801100720t3909da73jad7aa7b138e249a@mail.gmail.com> References: <519782dc0801100720t3909da73jad7aa7b138e249a@mail.gmail.com> Message-ID: <20080110185136.GD2211@mumia.anarcat.ath.cx> Here at Koumbit.org we've setup an extra RT instance for a fellow organisation/partner that needed the resources. It's a seperate instance because I didn't feel confortable giving them user access to our RT. I would never consider deploying *another* RT for ourselves, too much trouble. Seems to me Queues and Groups can do all I need. Now of course if you need nifty customizations like graphical modifications or really particular behaviour, you might need seperate instances, but in my experience, it's too much trouble. A. -- Computer science is no more about computers than astronomy is about telescopes - E. Dijkstra -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From Candelario at zoominfo.com Thu Jan 10 16:07:18 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Thu, 10 Jan 2008 16:07:18 -0500 Subject: [rt-users] Ticket History Message-ID: I migrated from 3.0.12 to 3.6.4, using select and insert statements in a MySQL utility. I was able to login in and view tickets but it doesn't show its history. Does anyone know if there is another step? Thanks, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at northpb.com Thu Jan 10 16:03:29 2008 From: rt at northpb.com (Dan O'Neill) Date: Thu, 10 Jan 2008 13:03:29 -0800 Subject: [rt-users] How can I change the default Owner for a new Reminder to the CurrentUser? In-Reply-To: <45EC9D07.7020707@fas.sfu.ca> References: <45EC9D07.7020707@fas.sfu.ca> Message-ID: <47868821.4020800@northpb.com> In the Reminders block of a displayed ticket, for a "New Reminder" I'd like the default select for Owner to be the name of the CurrentUser rather than [ - ]. Generally our users want to set reminders for themselves and it saves a data entry step if the selected Owner defaults the the logged in user. I believe the change has to be made to the file /share/html/Ticket/Elements/Reminders A code snipped to do this would be appreciated. Thanks, dano From KFCrocker at lbl.gov Thu Jan 10 16:29:56 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 10 Jan 2008 13:29:56 -0800 Subject: [rt-users] assigning ticket to another owner In-Reply-To: <47860388.6030406@limepepper.co.uk> References: <47860388.6030406@limepepper.co.uk> Message-ID: <47868E54.6050607@lbl.gov> Tom, It really depends on what rights you have given the group. The following is what I do: Configuration->Global->Group Rights: System Groups; Everyone - None Privileged - CreateSavedSearch EditSavedSearch LoadSavedSearch ModifySelf ShowSavedSearch Unprivileged - None Roles; Owners - ModifyTicket Requestors - ReplyToTicket SeeQueue ShowTicket CC - ReplyToTicket SeeQueue ShowTicket Watch AdminCc - AdminGroupMembership AssignCustomFields DelegateRights ModifyOwnMembership SeeGroup ShowConfigTab ShowScrips ShowTemplate WatchAsAdminCc Configuration->Queues->(select queue)->Group Rights: System Groups; Everyone - None Privileged - CreateTicket ReplyToTicket SeeQueue Unprivileged - None Roles; Owner - None Requestor - ShowOutgoingEmail CC - None AdminCc - DeleteTicket ModifyACL ModifyQueueWatchers ModifyScrips ModifyTemplate ModifyTicket ShowACL ShowScrips ShowTemplate StealTicket User Defined Groups; support group - CommentOnTicket OwnTicket ReplyToTicket ShowOutgoingEmail ShowTicketComments TakeTicket Watch What this does is allow any privileged user in the system to create a ticket in my queue (ShowTicket,SeeQueue) and reply to any correspondence for that ticket. It allows anyone in my technical support group to Own a ticket (OwnTicket,TakeTicket), comment on any ticket in the queue but only modify tickets they own (global right). The AdminCc (me) is also a member of the support group so I can do anything that group can do PLUS, only I can Steal a ticket and see the COnfig tab so I can manage the queue. Obviously, everyone manages their RT differently, but this is how we manage tickets. Minimum rights to the users (the ones asking for tech support), modify (especially comments) rights for tech support users, and almost everything else (except superuser which is reserved for the SYSTEM ADmin) for a queue Admin user. I hope this helps. Kenn LBNL On 1/10/2008 3:37 AM, Tom H wrote: > Hi > > I would like to assign a ticket to another Owner/user, but only myself > and Nobody appear in the "owner" drop down list, and there are quite a > few others in the group that have permissions on this queue. Am I > missing a permission here? > > Thanks, > > 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 jake.conk at gmail.com Thu Jan 10 19:30:18 2008 From: jake.conk at gmail.com (Jake Conk) Date: Thu, 10 Jan 2008 16:30:18 -0800 Subject: [rt-users] A few beginner work flow questions and suggestions In-Reply-To: <20080110085221.U78416@tribble.ilrt.bris.ac.uk> References: <8583d0970801091652q389d245fqc176b02d467cc13e@mail.gmail.com> <415AD65C134E3F4FA0B4D06C88D63F300798BD128C@EXVMBX015-3.exch015.msoutlookonline.net> <8583d0970801091821u46969705pcd15d1bff25a5c3e@mail.gmail.com> <415AD65C134E3F4FA0B4D06C88D63F300798BD12D3@EXVMBX015-3.exch015.msoutlookonline.net> <8583d0970801092201s680c78ebp7f30caf7d2a5bba2@mail.gmail.com> <20080110085221.U78416@tribble.ilrt.bris.ac.uk> Message-ID: <8583d0970801101630mb6e4c09v88c6675a0215d4c5@mail.gmail.com> Thanks Jan for your help. After messing around with this system for a few days and not being able to figure it out I don't think its right for me. This is way too overly complex just for a ticket management system in my opinion and I'm moving to something more simple. I found something called OTRS and everything seems to work in it the way I would expect so I think I'm going to use that. Thanks anyways, its much appreciated :) - Jake On Jan 10, 2008 12:55 AM, Jan Grant wrote: > On Wed, 9 Jan 2008, Jake Conk wrote: > > > What permissions do I need to give the unprivleged user to be able to > > see his own tickets that he created along with any replies? I do not > > want other users to be able to see each others tickets, only the > > admins (super users) can do that. > > There are a bunch of special groups ("Roles") which are evaluated on a > ticket-by-ticket basis. "Requestor" is one of those. Assign the > appropriate rights to that role group. > > Cheers, > jan > > PS. If you have a few spare quid, the essentials book is worhtwhile > picking up. > > -- > jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/ > Tel +44 (0)117 3317661 http://ioctl.org/jan/ > Hang on, wasn't he holding a wooden parrot? No! It was a porcelain owl. > From jake.conk at gmail.com Thu Jan 10 19:31:28 2008 From: jake.conk at gmail.com (Jake Conk) Date: Thu, 10 Jan 2008 16:31:28 -0800 Subject: [rt-users] So confused on group and user rights? In-Reply-To: <478628B3.2090807@osp-dd.de> References: <8583d0970801091843u4af98a7ah3b11c03d737a84d0@mail.gmail.com> <4786232E.3000200@ucrwcu.rwc.uc.edu> <478628B3.2090807@osp-dd.de> Message-ID: <8583d0970801101631r78928d10x586f03daf9d9869a@mail.gmail.com> Benjamin, Thanks, I'm glad I'm not the only one feeling confused about rights in RT :) After a little fiddling around I notice I wasn't seeing my own tickets created because an admin had to go and assign the person who wrote the ticket as the owner of the ticket then they appeared in my unprivileged user's home page. I'm not exactly agreeing with the way this system works now. By default if I create a ticket then I should be able to see all the tickets I created in my home page under "My open tickets", to me that makes perfect logical sense. I think I've wasted too many work days on trying to figure out this ticket system and it doesn't work the way I thought ticket systems should work. It could be that I'm too dumb to figure this out but I hope thats not the case lol. I just tried OTRS (http://www.otrs.org) and I was able to get that up and configured the way I need to in about 15 minutes! The clients see what they need to see and the admins see what they need to see! It makes perfect sense and just works. Maybe I'll come back to RT another day but thanks for your help guys, I really appreciate you guys trying to help me get RT configured the way I need it but I guess RT is just not for me. Thanks, - Jake On Jan 10, 2008 6:16 AM, Benjamin Weser wrote: > But it sounds like a bug to me that he's able to create a ticket > although he doesn't see a queue. What if there is more than one queue? > Where will the ticket be created? I thought "SeeQueue" is mandatory to > create Tickets using the web interface of RT. > > Sometimes I feel like Jake: confused about the rights in RT ;) > > > Drew Barnes wrote: > > They can't see the queue in the list because they don't have SeeQueue > > rights. > > > > Jake Conk wrote: > >> Hello, > >> > >> So I'm struggling trying to figure out user and group permissions. I > >> was told that all users need the right "Let this user be granted > >> rights" so that they can create tickets but when I give a user that > >> permission then they no longer have the link "New ticket". > >> > >> I activated Create Ticket, Reply To Ticket, Show Ticket, and Show > >> Ticket Comments on ALL groups and roles as an act of desperation for > >> trying to figure this out and still cannot create a ticket with this > >> user. > >> > >> I then revoked "Let this user be granted rights" and the New Ticket > >> link was there again and I was able to create a ticket but next to the > >> Queue field its just "()" even though I have a queue created. I hit > >> "Create ticket" and the ticket was created under my only queue but why > >> doesn't my Queues show up properly for create a ticket and why cant I > >> create a ticket with this user when give the right "Let this user be > >> granted rights"? > >> > >> Also my custom fields for do not show up to the ticket page even > >> though I select Ticket under "Applies to". > >> > >> Can someone give me a simple guide on the basic work flow when using > >> this system to create a user who simply creates tickets? > >> > >> Thanks, > >> - Jake > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: 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 tjzsm1 at yahoo.com Thu Jan 10 22:06:42 2008 From: tjzsm1 at yahoo.com (tjzsm1) Date: Thu, 10 Jan 2008 19:06:42 -0800 (PST) Subject: [rt-users] Can't locate object method "seek" via package Message-ID: <654581.96311.qm@web52310.mail.re2.yahoo.com> Dear members, RT was running fine on a RH linux box until I found the new tickets were not delivered to the RT db via email. I turn on the log in side .procmailrc and below is the error message in the .procmail.log. Any idea? The RT server which handled your email did not behave as expected. It said: Can't locate object method "seek" via package "File::Temp" at /usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, line 50. Stack: [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:816] [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1083] [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1177] [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1150] [/opt/rt3/lib/RT/EmailParser.pm:231] [/opt/rt3/lib/RT/EmailParser.pm:179] [/opt/rt3/lib/RT/EmailParser.pm:139] [/opt/rt3/lib/RT/Interface/Email.pm:549] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] Thanks, Cary --------------------------------- Looking for last minute shopping deals? Find them fast with Yahoo! Search. -------------- next part -------------- An HTML attachment was scrubbed... URL: From prasaddeshpande at bajajfinance.in Thu Jan 10 22:34:11 2008 From: prasaddeshpande at bajajfinance.in (Prasad Deshpande) Date: Fri, 11 Jan 2008 09:04:11 +0530 Subject: [rt-users] Exporting request contents Message-ID: <93D7B805E82667439CD104728E47C58907489C2B@BALAKMB01.bajajauto.co.in> Hi, We are using RT 3.2.3 on Red Hat 9. We would like export the existing data in a text or excel file. To do this, we have tried using the Query builder. We are able to export the data but we could not find the field to export ticket history ( ie. communication captured during the life cycle of the ticket). If somebody knows how to capture the ticket history then please let me know. Thanks in Advance Regards, Regards, Prasad Deshpande IT Department Phone: +91 20 27407157 Ext: 7157 DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in. From alessandro.fustini at dnshosting.it Fri Jan 11 01:05:50 2008 From: alessandro.fustini at dnshosting.it (alex) Date: Fri, 11 Jan 2008 07:05:50 +0100 Subject: [rt-users] Remove rt user Message-ID: <4787073E.4030403@dnshosting.it> Hi, how is possible from script, line command or perl to remove a Rt user ? Thanks a lot for all help From weser at osp-dd.de Fri Jan 11 02:55:17 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Fri, 11 Jan 2008 08:55:17 +0100 Subject: [rt-users] Remove rt user In-Reply-To: <4787073E.4030403@dnshosting.it> References: <4787073E.4030403@dnshosting.it> Message-ID: <478720E5.5060209@osp-dd.de> Get the Shredder at http://wiki.bestpractical.com/view/Extensions. This will work just fine. alex schrieb: > Hi, > how is possible from script, line command or perl to remove a Rt user ? > Thanks a lot for all help > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From weser at osp-dd.de Fri Jan 11 03:18:05 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Fri, 11 Jan 2008 09:18:05 +0100 Subject: [rt-users] So confused on group and user rights? In-Reply-To: <8583d0970801101631r78928d10x586f03daf9d9869a@mail.gmail.com> References: <8583d0970801091843u4af98a7ah3b11c03d737a84d0@mail.gmail.com> <4786232E.3000200@ucrwcu.rwc.uc.edu> <478628B3.2090807@osp-dd.de> <8583d0970801101631r78928d10x586f03daf9d9869a@mail.gmail.com> Message-ID: <4787263D.4010409@osp-dd.de> Jake, yes it takes a lot of time to get familiar with RT. I would describe RT as a kind of all-in-one device suitable for every purpose which makes it hard to configure. First I was confused about everything like you but the more time you spend on it the more you will understand how RT works and how you can configure and even hack it. The big advantage is that you can customize RT for so many different purposes which other ticket systems may not allow. That's why I chose RT for our company since we need it primarily as assistance to our development procedure but also for communication and wish list for our customers/partners which are spread all over the world. / / Best, Ben Jake Conk schrieb: > Benjamin, > > Thanks, I'm glad I'm not the only one feeling confused about rights in > RT :) After a little fiddling around I notice I wasn't seeing my own > tickets created because an admin had to go and assign the person who > wrote the ticket as the owner of the ticket then they appeared in my > unprivileged user's home page. > > I'm not exactly agreeing with the way this system works now. By > default if I create a ticket then I should be able to see all the > tickets I created in my home page under "My open tickets", to me that > makes perfect logical sense. I think I've wasted too many work days on > trying to figure out this ticket system and it doesn't work the way I > thought ticket systems should work. It could be that I'm too dumb to > figure this out but I hope thats not the case lol. > > I just tried OTRS (http://www.otrs.org) and I was able to get that up > and configured the way I need to in about 15 minutes! The clients see > what they need to see and the admins see what they need to see! It > makes perfect sense and just works. > > Maybe I'll come back to RT another day but thanks for your help guys, > I really appreciate you guys trying to help me get RT configured the > way I need it but I guess RT is just not for me. > > Thanks, > - Jake > > On Jan 10, 2008 6:16 AM, Benjamin Weser wrote: > >> But it sounds like a bug to me that he's able to create a ticket >> although he doesn't see a queue. What if there is more than one queue? >> Where will the ticket be created? I thought "SeeQueue" is mandatory to >> create Tickets using the web interface of RT. >> >> Sometimes I feel like Jake: confused about the rights in RT ;) >> >> >> Drew Barnes wrote: >> >>> They can't see the queue in the list because they don't have SeeQueue >>> rights. >>> >>> Jake Conk wrote: >>> >>>> Hello, >>>> >>>> So I'm struggling trying to figure out user and group permissions. I >>>> was told that all users need the right "Let this user be granted >>>> rights" so that they can create tickets but when I give a user that >>>> permission then they no longer have the link "New ticket". >>>> >>>> I activated Create Ticket, Reply To Ticket, Show Ticket, and Show >>>> Ticket Comments on ALL groups and roles as an act of desperation for >>>> trying to figure this out and still cannot create a ticket with this >>>> user. >>>> >>>> I then revoked "Let this user be granted rights" and the New Ticket >>>> link was there again and I was able to create a ticket but next to the >>>> Queue field its just "()" even though I have a queue created. I hit >>>> "Create ticket" and the ticket was created under my only queue but why >>>> doesn't my Queues show up properly for create a ticket and why cant I >>>> create a ticket with this user when give the right "Let this user be >>>> granted rights"? >>>> >>>> Also my custom fields for do not show up to the ticket page even >>>> though I select Ticket under "Applies to". >>>> >>>> Can someone give me a simple guide on the basic work flow when using >>>> this system to create a user who simply creates tickets? >>>> >>>> Thanks, >>>> - Jake >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jlong at messiah.edu Fri Jan 11 08:49:12 2008 From: jlong at messiah.edu (Jason Long) Date: Fri, 11 Jan 2008 08:49:12 -0500 Subject: [rt-users] Wiki parsing best practices In-Reply-To: <20080110184823.GC2211@mumia.anarcat.ath.cx> References: <20080110184823.GC2211@mumia.anarcat.ath.cx> Message-ID: <478773D8.3080906@messiah.edu> The Anarcat wrote: > Instead of rewriting a full parser for myself, I figured I could use an > existing. Since we're using Wiki extensively, I figured an existing wiki > parser would be interesting... > > > Any suggestions? > I like MKDoc::Text::Structured. It uses a pretty natural markup, so folks don't need to know they're writing in a wiki language. Once you get something in place send me a copy of your changes... I'd like to try it. Jason From tjzsm1 at yahoo.com Fri Jan 11 10:58:11 2008 From: tjzsm1 at yahoo.com (tjzsm1) Date: Fri, 11 Jan 2008 07:58:11 -0800 (PST) Subject: [rt-users] Can't locate object method "seek" via package In-Reply-To: <654581.96311.qm@web52310.mail.re2.yahoo.com> Message-ID: <560938.82226.qm@web52301.mail.re2.yahoo.com> Could anyone please help on this one? Thanks, Cary tjzsm1 wrote: Dear members, RT was running fine on a RH linux box until I found the new tickets were not delivered to the RT db via email. I turn on the log in side .procmailrc and below is the error message in the .procmail.log. Any idea? The RT server which handled your email did not behave as expected. It said: Can't locate object method "seek" via package "File::Temp" at /usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, line 50. Stack: [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:816] [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1083] [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1177] [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1150] [/opt/rt3/lib/RT/EmailParser.pm:231] [/opt/rt3/lib/RT/EmailParser.pm:179] [/opt/rt3/lib/RT/EmailParser.pm:139] [/opt/rt3/lib/RT/Interface/Email.pm:549] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] Thanks, Cary --------------------------------- Looking for last minute shopping deals? Find them fast with Yahoo! Search._______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com --------------------------------- Never miss a thing. Make Yahoo your homepage. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jlong at messiah.edu Fri Jan 11 10:59:17 2008 From: jlong at messiah.edu (Jason Long) Date: Fri, 11 Jan 2008 10:59:17 -0500 Subject: [rt-users] Can't locate object method "seek" via package In-Reply-To: <654581.96311.qm@web52310.mail.re2.yahoo.com> References: <654581.96311.qm@web52310.mail.re2.yahoo.com> Message-ID: <47879255.9050407@messiah.edu> tjzsm1 wrote: > Can't locate object method "seek" via package "File::Temp" at /usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, line 50. > > Check File::Temp and MIME::Parser, perhaps the version of one or the other changed recently. Maybe a RedHat update. I would try installing the latest version of File::Temp and MIME::Parser via CPAN and see if that clears up the problem. Jason From barnesaw at ucrwcu.rwc.uc.edu Fri Jan 11 11:01:16 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 11 Jan 2008 11:01:16 -0500 Subject: [rt-users] Can't locate object method "seek" via package In-Reply-To: <560938.82226.qm@web52301.mail.re2.yahoo.com> References: <560938.82226.qm@web52301.mail.re2.yahoo.com> Message-ID: <478792CC.7050307@ucrwcu.rwc.uc.edu> Have you tried installing File::Temp from CPAN? tjzsm1 wrote: > Could anyone please help on this one? > > Thanks, > Cary > > */tjzsm1 /* wrote: > > Dear members, > > RT was running fine on a RH linux box until I found the new > tickets were not delivered to the RT db via email. I turn on the > log in side .procmailrc and below is the error message in the > .procmail.log. > > Any idea? > > The RT server which handled your email did not behave as expected. It > said: > Can't locate object method "seek" via package "File::Temp" at > /usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, > line 50. > > Stack: > [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:816] > [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1083] > [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1177] > [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1150] > [/opt/rt3/lib/RT/EmailParser.pm:231] > [/opt/rt3/lib/RT/EmailParser.pm:179] > [/opt/rt3/lib/RT/EmailParser.pm:139] > [/opt/rt3/lib/RT/Interface/Email.pm:549] > [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] > > > Thanks, > Cary > ------------------------------------------------------------------------ > Looking for last minute shopping deals? Find them fast with Yahoo! > Search. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > ------------------------------------------------------------------------ > Never miss a thing. Make Yahoo your homepage. > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From tom at limepepper.co.uk Fri Jan 11 12:23:41 2008 From: tom at limepepper.co.uk (Tom H) Date: Fri, 11 Jan 2008 17:23:41 +0000 Subject: [rt-users] Scrip which retrieves all the users with TakeTicket permission for a ticket or its queue Message-ID: <4787A61D.7020308@limepepper.co.uk> Hi, I want to give all the users who can "TakeTicket" the opportunity to do so, by notifying them. But I don't want to add them to the AdminCC list as they would get far too much mail. So I want to create a custom scrip which "On Create", searches for all the users who have "TakeTicket" right, and send them a Template email notifying them. I haven't the foggiest how to start to do this, and the wiki seems to be partially down at the moment, or at least very slowat the mo. Thanks, T. From tjzsm1 at yahoo.com Fri Jan 11 12:29:49 2008 From: tjzsm1 at yahoo.com (tjzsm1) Date: Fri, 11 Jan 2008 09:29:49 -0800 (PST) Subject: [rt-users] Can't locate object method "seek" via package In-Reply-To: <47879255.9050407@messiah.edu> Message-ID: <372133.77134.qm@web52303.mail.re2.yahoo.com> Good point, I will give it a try. Thanks Jason Long wrote: tjzsm1 wrote: > Can't locate object method "seek" via package "File::Temp" at /usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, line 50. > > Check File::Temp and MIME::Parser, perhaps the version of one or the other changed recently. Maybe a RedHat update. I would try installing the latest version of File::Temp and MIME::Parser via CPAN and see if that clears up the problem. Jason --------------------------------- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjzsm1 at yahoo.com Fri Jan 11 12:30:11 2008 From: tjzsm1 at yahoo.com (tjzsm1) Date: Fri, 11 Jan 2008 09:30:11 -0800 (PST) Subject: [rt-users] Can't locate object method "seek" via package In-Reply-To: <478792CC.7050307@ucrwcu.rwc.uc.edu> Message-ID: <500230.644.qm@web52308.mail.re2.yahoo.com> I will try it. Thanks Drew Barnes wrote: Have you tried installing File::Temp from CPAN? tjzsm1 wrote: > Could anyone please help on this one? > > Thanks, > Cary > > */tjzsm1 /* wrote: > > Dear members, > > RT was running fine on a RH linux box until I found the new > tickets were not delivered to the RT db via email. I turn on the > log in side .procmailrc and below is the error message in the > .procmail.log. > > Any idea? > > The RT server which handled your email did not behave as expected. It > said: > Can't locate object method "seek" via package "File::Temp" at > /usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, > line 50. > > Stack: > [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:816] > [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1083] > [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1177] > [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1150] > [/opt/rt3/lib/RT/EmailParser.pm:231] > [/opt/rt3/lib/RT/EmailParser.pm:179] > [/opt/rt3/lib/RT/EmailParser.pm:139] > [/opt/rt3/lib/RT/Interface/Email.pm:549] > [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] > > > Thanks, > Cary > ------------------------------------------------------------------------ > Looking for last minute shopping deals? Find them fast with Yahoo! > Search. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > ------------------------------------------------------------------------ > Never miss a thing. Make Yahoo your homepage. > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com --------------------------------- Looking for last minute shopping deals? Find them fast with Yahoo! Search. -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Fri Jan 11 14:34:31 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 11 Jan 2008 11:34:31 -0800 Subject: [rt-users] Scrip which retrieves all the users with TakeTicket permission for a ticket or its queue In-Reply-To: <4787A61D.7020308@limepepper.co.uk> References: <4787A61D.7020308@limepepper.co.uk> Message-ID: <4787C4C7.5080906@lbl.gov> Tom, If you can put them all in one group, or if they are already in groups that only have "takers" as members, then list the group(s) in the Watchers: "CC" of the appropriate queues. Then all you need do is create a notification scrip for "OnCreate" to "Notify CC's". That would work. How do you plan to maintain the membership of this "Takers" group? Kenn LBNL On 1/11/2008 9:23 AM, Tom H wrote: > Hi, > > I want to give all the users who can "TakeTicket" the opportunity to do > so, by notifying them. But I don't want to add them to the AdminCC list > as they would get far too much mail. > > So I want to create a custom scrip which "On Create", searches for all > the users who have "TakeTicket" right, and send them a Template email > notifying them. > > I haven't the foggiest how to start to do this, and the wiki seems to be > partially down at the moment, or at least very slowat the mo. > > Thanks, > > 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 isd602 at co.santa-cruz.ca.us Fri Jan 11 15:41:09 2008 From: isd602 at co.santa-cruz.ca.us (Roger Mastrude) Date: Fri, 11 Jan 2008 12:41:09 -0800 Subject: [rt-users] RT Approvals Message-ID: Hi. I've been beating my head against the wall trying to get RT approvals working so we can use it for change management. I'm getting this error message in file "warn": Jan 11 11:40:33 isdws76250 RT: Use of uninitialized value in hash element at /opt/rt3/lib/RT/Action/CreateTickets.pm line 863. (/opt/rt3/lib/RT/Action/CreateTickets.pm:863) Jan 11 11:40:33 isdws76250 last message repeated 5 times Setup: I'm using queue "CMs". A scrip for that queue is: Create Approval Ticket On Create Create Tickets with template Create Approval Ticket A template for that queue named "Create Approval Ticket" contains: ===Create-Ticket CreateApprovalTicket Subject: Approval for {$Tickets{'TOP'}->Subject} Depended-On-By: TOP Queue: Approvals Content: Someone has created a CM ticket. Please review and approve it. ENDOFCONTENT I tried changing line 1 from "CreatApprovalTicket" to "Create Approval Ticket" because I wasn't certain how the scrip and ticket tie together. Same result. I'm logged on as Root which is a member of RT Administrators, which has super-user powers. Queue "Approvals" exists but no tickets have been autocreated in it. You can create tickets in it manually. I'm using SLES 9 with Apache 1.3.29, Perl 5.8.3.32 and RT 3.6.5. Can anyone see something dumb I'm doing? Or just wrong, though smart? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ben at mepad.net Fri Jan 11 17:28:15 2008 From: ben at mepad.net (Ben Weston) Date: Fri, 11 Jan 2008 17:28:15 -0500 Subject: [rt-users] RT only sending email to Queue watcher after default scrips modified Message-ID: <4787ED7F.8070501@mepad.net> A couple of the default scrips on a customer's installation (3.6.5) were modified. Since then, RT is only emailing the Queue Watcher. The biggest problem being that when tickets are generated by email, the requestor isn't getting an autoreply. I went into RT and tracked down scrips 1 and 2, and rebuilt them to the default conditions/actions/names. Even after restarting Apache/MySQLd/Postfix, the same behavior persists. I'm not 100% sure that it's the scrip'ing that was the cause of the problem, but it stood out as a possibility. I can't think of any other changes that have been made to the system that would have caused the problems. Any ideas? Thanks, Ben -- Ben Weston Maine Phone & Data (207) 376-0137 x2202 From tom at limepepper.co.uk Fri Jan 11 17:32:28 2008 From: tom at limepepper.co.uk (Tom H) Date: Fri, 11 Jan 2008 22:32:28 +0000 Subject: [rt-users] Scrip which retrieves all the users with TakeTicket permission for a ticket or its queue In-Reply-To: <4787C4C7.5080906@lbl.gov> References: <4787A61D.7020308@limepepper.co.uk> <4787C4C7.5080906@lbl.gov> Message-ID: <4787EE7C.7070307@limepepper.co.uk> Kenneth Crocker wrote: > Tom, > > > If you can put them all in one group, or if they are already in > groups that only have "takers" as members, then list the group(s) in the > Watchers: "CC" of the appropriate queues. Then all you need do is create > a notification scrip for "OnCreate" to "Notify CC's". That would work. > How do you plan to maintain the membership of this "Takers" group? Surely, if the "project A group" was in the watchers CC list for the "project A queue", then that "project A group" would get copies of all the replies to all the tickets to that queue, regardless of whether they owned it or not? (I thought that was the point of the watchers CC list) Basically, I want all the users in the group to get notified that there is a new ticket, but not for that group to get all the replies. realistically, anyone who has seeQueue and takeTicket for a queue, is going to be able to see and take the ticket using the web interface. So all I am suggesting is something to notify those users of that fact. I'm thinking something along the lines of foreach($user = $this->userList){ if($this->queue->hasRight('TakeTicket', $user)){ print "CC: $user->emailAddress \n"; } } But I don't know perl that well, so I am going to have to look into this further. Tom From KFCrocker at lbl.gov Fri Jan 11 17:57:09 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 11 Jan 2008 14:57:09 -0800 Subject: [rt-users] RT only sending email to Queue watcher after default scrips modified In-Reply-To: <4787ED7F.8070501@mepad.net> References: <4787ED7F.8070501@mepad.net> Message-ID: <4787F445.8020501@lbl.gov> Ben, What are the settings for those scrips? Kenn LBNL On 1/11/2008 2:28 PM, Ben Weston wrote: > A couple of the default scrips on a customer's installation (3.6.5) were > modified. Since then, RT is only emailing the Queue Watcher. The > biggest problem being that when tickets are generated by email, the > requestor isn't getting an autoreply. > > I went into RT and tracked down scrips 1 and 2, and rebuilt them to the > default conditions/actions/names. Even after restarting > Apache/MySQLd/Postfix, the same behavior persists. > > I'm not 100% sure that it's the scrip'ing that was the cause of the > problem, but it stood out as a possibility. I can't think of any other > changes that have been made to the system that would have caused the > problems. > > Any ideas? > > > Thanks, > Ben > > > > From gleduc at mail.sdsu.edu Fri Jan 11 17:58:47 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 11 Jan 2008 14:58:47 -0800 Subject: [rt-users] RT only sending email to Queue watcher after default scrips modified In-Reply-To: <4787ED7F.8070501@mepad.net> References: <4787ED7F.8070501@mepad.net> Message-ID: <6.2.1.2.2.20080111145442.05cdfde0@mail.sdsu.edu> Hi Ben, Double check that someone hasn't "cleaned up" the templates by removing the top blank line. The first line of a template generally needs to be blank so that the mailer knows where the headers end and the message body begins. This bites a LOT of people. Regards, Gene At 02:28 PM 1/11/2008, Ben Weston wrote: >A couple of the default scrips on a customer's installation (3.6.5) were >modified. Since then, RT is only emailing the Queue Watcher. The biggest >problem being that when tickets are generated by email, the requestor >isn't getting an autoreply. > >I went into RT and tracked down scrips 1 and 2, and rebuilt them to the >default conditions/actions/names. Even after restarting >Apache/MySQLd/Postfix, the same behavior persists. > >I'm not 100% sure that it's the scrip'ing that was the cause of the >problem, but it stood out as a possibility. I can't think of any other >changes that have been made to the system that would have caused the problems. > >Any ideas? > >Thanks, >Ben -- Gene LeDuc, GSEC Security Analyst San Diego State University From KFCrocker at lbl.gov Fri Jan 11 18:02:46 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 11 Jan 2008 15:02:46 -0800 Subject: [rt-users] Scrip which retrieves all the users with TakeTicket permission for a ticket or its queue In-Reply-To: <4787EE7C.7070307@limepepper.co.uk> References: <4787A61D.7020308@limepepper.co.uk> <4787C4C7.5080906@lbl.gov> <4787EE7C.7070307@limepepper.co.uk> Message-ID: <4787F596.8090206@lbl.gov> Tom, Getting an email notification that a ticket was created is not the same as getting an email for ALL correspondence. Setting up a scip for "OnCreate" will NOT trigger when there is just correspondence. A Ticket created in 1 queue by self-service (email) will only trigger 1 time. Any other correspondence in that queue for that ticket will only trigger another email if it is set for "OnCorrespondence". Maybe I don't understand what your problem is. Kenn LBNL On 1/11/2008 2:32 PM, Tom H wrote: > Kenneth Crocker wrote: >> Tom, >> >> >> If you can put them all in one group, or if they are already in >> groups that only have "takers" as members, then list the group(s) in the >> Watchers: "CC" of the appropriate queues. Then all you need do is create >> a notification scrip for "OnCreate" to "Notify CC's". That would work. >> How do you plan to maintain the membership of this "Takers" group? > > Surely, if the "project A group" was in the watchers CC list for the > "project A queue", then that "project A group" would get copies of all > the replies to all the tickets to that queue, regardless of whether they > owned it or not? (I thought that was the point of the watchers CC list) > > Basically, I want all the users in the group to get notified that there > is a new ticket, but not for that group to get all the replies. > > realistically, anyone who has seeQueue and takeTicket for a queue, is > going to be able to see and take the ticket using the web interface. So > all I am suggesting is something to notify those users of that fact. > > I'm thinking something along the lines of > > foreach($user = $this->userList){ > if($this->queue->hasRight('TakeTicket', $user)){ > print "CC: $user->emailAddress \n"; > } > } > > But I don't know perl that well, so I am going to have to look into this > further. > > 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 tjzsm1 at yahoo.com Fri Jan 11 18:05:17 2008 From: tjzsm1 at yahoo.com (tjzsm1) Date: Fri, 11 Jan 2008 15:05:17 -0800 (PST) Subject: [rt-users] Can't locate object method "seek" via package In-Reply-To: <372133.77134.qm@web52303.mail.re2.yahoo.com> Message-ID: <843947.87422.qm@web52308.mail.re2.yahoo.com> Jason, Drew, I tried to re-install File::Temp and MINE::Parser via CPAN cpan> install File::Temp cpan> install MINE::Parser The installations were successful but didn't solve the problem. I also noticed that the version for File::Temp is 0.20 and stays unchanged after the installation while version for MINE::Parser changed from 5.423 to 5.425. Any other suggestions? The helpdesk has been down for a while so far, really need you experts' help. Many thanks, Cary tjzsm1 wrote: Good point, I will give it a try. Thanks Jason Long wrote: tjzsm1 wrote: > Can't locate object method "seek" via package "File::Temp" at /usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, line 50. > > Check File::Temp and MIME::Parser, perhaps the version of one or the other changed recently. Maybe a RedHat update. I would try installing the latest version of File::Temp and MIME::Parser via CPAN and see if that clears up the problem. Jason --------------------------------- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now._______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com --------------------------------- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. -------------- next part -------------- An HTML attachment was scrubbed... URL: From isd602 at co.santa-cruz.ca.us Fri Jan 11 18:07:39 2008 From: isd602 at co.santa-cruz.ca.us (Roger Mastrude) Date: Fri, 11 Jan 2008 15:07:39 -0800 Subject: [rt-users] That's a big "never mind" on my post earlier today (12:41 pst) title RT Approvals Message-ID: If this list is moderated, you suppress this and the earlier post. During my annual review with my manager today, I realized a typo in the template and fixed it. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom at limepepper.co.uk Sat Jan 12 01:41:22 2008 From: tom at limepepper.co.uk (Tom H) Date: Sat, 12 Jan 2008 06:41:22 +0000 Subject: [rt-users] Scrip which retrieves all the users with TakeTicket permission for a ticket or its queue In-Reply-To: <4787C4C7.5080906@lbl.gov> References: <4787A61D.7020308@limepepper.co.uk> <4787C4C7.5080906@lbl.gov> Message-ID: <47886112.9020803@limepepper.co.uk> Kenneth Crocker wrote: > Tom, > > If you can put them all in one group, or if they are already in > groups that only have "takers" as members, then list the group(s) in the > Watchers: "CC" of the appropriate queues. Then all you need do is create > a notification scrip for "OnCreate" to "Notify CC's". That would work. > How do you plan to maintain the membership of this "Takers" group? Hi, I see what you mean now, If I removed the following global script; " (no value) On Correspond Notify Requestors and Ccs with template Correspondence" And replaced it with the following; " (no value) On Correspond Notify Requestors with template Correspondence" and " (no value) On Create Notify cs with template Correspondence" And added my "project A group" to the watchers list for "project A queue", then the CC list would only be notified of new tickets, and not get all the correspondence!!! I guess I was hoping not to mess with the default watchers CC list - but as I have not plans to use it currently, that makes for a neat solution. (I think I have got that correctly?) Thanks, Tom Hodder From smccreadie at CanyonPartners.com Sat Jan 12 12:04:45 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Sat, 12 Jan 2008 09:04:45 -0800 Subject: [rt-users] Side-by-side ticket screen for RT 3.6.5 Message-ID: <6A8A671AFE630144BC8AE1D84E6700B802FCA3@SR-ES-EMAIL01.canyonpartners.local> I recently created the side-by-side ticket screen that Steve Turner contributed to the mailing list. It is awesome! Thanks for putting this up there, my helpdesk staff love it. I did run into a few things that I had to do in order to get it working smoothly on RT 3.6.5 so I thought I would share my findings for anyone that wants to create this on the new distribution. I included all my notes on it so hopefully it will help make it easier for the next guy. Thanks again Steve! The basic idea is to provide a ticket update screen that showed the ticket history, and to have ticket details and history "side-by-side" for easier viewing. I based this screen on the existing Jumbo screen. Here are the essential steps: 1) Copied the Jumbo screen (Ticket/ModifyAll.html). I called the new page ModifyAllHistory.html. 2) Removed the portions of the page I didn't want. For example, I didn't want the Links section on the Side by Side screen. So I simply removed this part of the page: <& /Elements/TitleBoxStart, title => loc('Links'), color => "#336633"&> <& /Elements/EditLinks, Object => $Ticket, Merge => 1 &> <& /Elements/TitleBoxEnd &> 3) Changed the layout of the page to be a two-column, single-row table, with the left column containing the desired elements from the Jumbo page and the right column holding the ticket history. Briefly, the new page layout looks like this (everything else outside the
element remains the same). ----> BEGIN MODS
-----> All the ticket update elements from Jumbo that you want to keep <& /Ticket/Elements/ShowHistory , Ticket => $Ticket, Tickets => $Tickets, Collapsed => $ARGS{'Collapsed'}, ShowHeaders => $ARGS{'ShowHeaders'}, Attachments => $attachments, AttachmentContent => $attachment_content, &>
----> END MODS <& /Elements/Submit, Label => loc('Save Changes'), Caption => loc("If you've updated anything above, be sure to"), color => "#333399" &>
******* So my complete local/html/Ticket/ModifyAllHistory.html file looks like this: (I bolded everything that I added or changed to this file from the original) ***************** <& /Elements/Header, Title => loc("Ticket #[_1] Side-by-Side update: [_2]", $Ticket->Id, $Ticket->Subject) &> <& /Ticket/Elements/Tabs, Ticket => $Ticket, current_tab => "Ticket/ModifyAllHistory.html?id=".$Ticket->Id, Title => loc("Ticket #[_1] Side-by-Side update: [_2]", $Ticket->Id, $Ticket->Subject) &> <& /Elements/ListActions, actions => \@results &>
<& /Elements/Callback, _CallbackName => 'FormStart',ARGSRef =>\%ARGS &>
<&| /Widgets/TitleBox, title => loc('Modify ticket # [_1]', $Ticket->Id) &> <& Elements/EditBasics, TicketObj => $Ticket &> <& Elements/EditCustomFields, TicketObj => $Ticket &>
<&| /Widgets/TitleBox, title => loc('Dates') &> <& Elements/EditDates, TicketObj => $Ticket &>
<&| /Widgets/TitleBox, title => loc('People') &> <& Elements/EditPeople, Ticket => $Ticket, UserField => $UserField, UserString => $UserString, UserOp => $UserOp &>
<&| /Widgets/TitleBox, title => loc('Update ticket') &> % if (my $TxnCFs = $Ticket->TransactionCustomFields) { % while (my $CF = $TxnCFs->Next()) { % } # end if while % } # end of if
<&|/l&>Update Type:
<&|/l&>Subject:
<% $CF->Name %>: <& /Elements/EditCustomField, CustomField => $CF, NamePrefix => "Object-RT::Transaction--CustomField-" &><% $CF->FriendlyType %>
<&|/l&>Attach:
<&|/l&>Content: <& /Elements/MessageBox, Name=>"UpdateContent", QuoteTransaction=>$ARGS{QuoteTransaction} &>
<& /Ticket/Elements/ShowHistory , Ticket => $Ticket, Collapsed => $ARGS{'Collapsed'}, ShowHeaders => $ARGS{'ShowHeaders'}, &>
<& /Elements/Submit, Label => loc('Save Changes'), Caption => loc("If you've updated anything above, be sure to"), color => "#333399" &>
<%INIT> my $Ticket = LoadTicket($id); my $CanRespond = 0; my $CanComment = 0; $CanRespond = 1 if ( $Ticket->CurrentUserHasRight('ReplyToTicket') or $Ticket->CurrentUserHasRight('ModifyTicket') ); $CanComment = 1 if ( $Ticket->CurrentUserHasRight('CommentOnTicket') or $Ticket->CurrentUserHasRight('ModifyTicket') ); $m->comp('/Elements/Callback', TicketObj => $Ticket, ARGSRef => \%ARGS); my (@wresults, @results, @dresults, @lresults, @cf_results); unless ($OnlySearchForPeople) { # There might be two owners. if ( ref ($ARGS{'Owner'} )) { my @owners =@{$ARGS{'Owner'}}; delete $ARGS{'Owner'}; foreach my $owner(@owners){ $ARGS{'Owner'} = $owner unless ($Ticket->OwnerObj->id == $owner); } } @wresults = ProcessTicketWatchers( TicketObj => $Ticket, ARGSRef => \%ARGS); @cf_results = ProcessObjectCustomFieldUpdates( Object => $Ticket, ARGSRef => \%ARGS); @dresults = ProcessTicketDates( TicketObj => $Ticket, ARGSRef => \%ARGS); @lresults = ProcessTicketLinks( TicketObj => $Ticket, ARGSRef => \%ARGS); if ($ARGS{'UpdateAttachment'}) { my $subject = "$ARGS{'UpdateAttachment'}"; # since CGI.pm deutf8izes the magic field, we need to add it back. Encode::_utf8_on($subject); # strip leading directories $subject =~ s#^.*[\\/]##; my $attachment = MakeMIMEEntity( Subject => $subject, Body => "", AttachmentFieldName => 'UpdateAttachment' ); delete $ARGS{'UpdateAttachment'}; $ARGS{'UpdateAttachments'}->{ $subject } = $attachment; } $ARGS{'UpdateContent'} =~ s/\r+\n/\n/g if $ARGS{'UpdateContent'}; if ($ARGS{'UpdateAttachments'} || ( $ARGS{'UpdateContent'} && $ARGS{'UpdateContent'} ne "-- \n" . $session{'CurrentUser'}->UserObj->Signature)) { ProcessUpdateMessage(TicketObj => $Ticket, ARGSRef=>\%ARGS, Actions=>\@results); } @results = ProcessTicketBasics( TicketObj => $Ticket, ARGSRef => \%ARGS); } push @results, @wresults; push @results, @dresults; push @results, @lresults; push @results, @cf_results; # undef so that TransactionBatch scrips run and update the ticket $Ticket = undef; $Ticket = LoadTicket($id); # If they've gone and moved the ticket to somewhere they can't see, etc... # TODO: display the results, even if we can't display the ticket. unless ($Ticket->CurrentUserHasRight('ShowTicket')) { Abort("No permission to view ticket"); } <%ARGS> $OnlySearchForPeople => undef $UserField => undef $UserOp => undef $UserString => undef $id => undef 4) Edit/create local/html/Ticket/Elements/Tabs, and add this line: _B => { title => loc('Side-by-Side'), path => "Ticket/ModifyAllHistory.html?id=" . $id, }, 5) Create /local/html/Tickets/Elements/ShowHistory (copy from /share/html...) and edit the line: From: $URIFile => $RT::WebPath."/Ticket/Display.html" To Read: $URIFile => $RT::WebPath."/Ticket/ModifyAllHistory.html" Sean McCreadie IT Support Canyon Partners, LLC -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjzsm1 at yahoo.com Sat Jan 12 14:07:30 2008 From: tjzsm1 at yahoo.com (tjzsm1) Date: Sat, 12 Jan 2008 11:07:30 -0800 (PST) Subject: [rt-users] Can't locate object method "seek" via package In-Reply-To: <843947.87422.qm@web52308.mail.re2.yahoo.com> Message-ID: <825134.13001.qm@web52308.mail.re2.yahoo.com> Looks like the problem has been solved by run cpan> install Bundle::CPAN and followed a reboot of the server. Will confirm with user... Thanks for the help. tjzsm1 wrote: Jason, Drew, I tried to re-install File::Temp and MINE::Parser via CPAN cpan> install File::Temp cpan> install MINE::Parser The installations were successful but didn't solve the problem. I also noticed that the version for File::Temp is 0.20 and stays unchanged after the installation while version for MINE::Parser changed from 5.423 to 5.425. Any other suggestions? The helpdesk has been down for a while so far, really need you experts' help. Many thanks, Cary tjzsm1 wrote: Good point, I will give it a try. Thanks Jason Long wrote: tjzsm1 wrote: > Can't locate object method "seek" via package "File::Temp" at /usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, line 50. > > Check File::Temp and MIME::Parser, perhaps the version of one or the other changed recently. Maybe a RedHat update. I would try installing the latest version of File::Temp and MIME::Parser via CPAN and see if that clears up the problem. Jason --------------------------------- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now._______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com --------------------------------- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now._______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com --------------------------------- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dstilts at gaiaonline.com Sun Jan 13 01:35:35 2008 From: dstilts at gaiaonline.com (Dan Stilts) Date: Sat, 12 Jan 2008 22:35:35 -0800 Subject: [rt-users] UPDATE sessions query In-Reply-To: <477EC9EC.4040704@gaiaonline.com> References: <477EC9EC.4040704@gaiaonline.com> Message-ID: <4789B137.8000906@gaiaonline.com> Figured I would try this one more time...anyone have any ideas on this? Thanks, Dan Dan Stilts wrote: > Hi All, > > We are running into a problem with one of our Queues which has around > ~12,000 new and open tickets in it. When clicking on the Queue from the > 'Queues I administer' it finds 12,122 tickets (at the moment), which is > fine and that page comes up nice and speedy (as speedy as expected with > that many tickets found anyway). The problem comes up when clicking on > any of the tickets on that resulting page though. Average time to > display the page is around 15-20 seconds. > > I enabled mysql logging so I could see what is going on when I click on > one of those tickets and it ends up resulting in about a 1MB "UPDATE > sessions SET a_session =" query being performed. Then each time you go > "Back" to the results page and click on another ticket, it has to update > that session again. > > I understand the reason this is so large is because it's storing the > information about those ~12k tickets so you can do your First, Last, > Previous and Next's when you go into that ticket. > > Does anyone have any suggestions for something I can do speed this up? > Or is there an easy way to place a hard limit of the number of results > stored in the session? > > I would think file based sessions would speed this up, but unfortunately > that won't work for us as we are running two RT servers in a round robin > setup, so the session would invalid depending on which server they ended > up on during each new page. > > System info: > > RT 3.6.4 (also tried 3.6.6RC2, but no improvement) > MySQL 5.0.22 > Apache 2.2.3 > DBIx::SearchBuilder 1.50 > > Thanks! > > -Dan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com From traiano at gmail.com Sun Jan 13 07:27:01 2008 From: traiano at gmail.com (Traiano Welcome) Date: Sun, 13 Jan 2008 14:27:01 +0200 Subject: [rt-users] RT3 Features: Context-Sensitive Help and "Mouseover Help" Message-ID: Hi Is there a module, or ready packaged patch for the RT Stylesheet which provides context-sensitive help for RT fields and buttons? I'd like to be able to provide helpdesk personnel with reminders about the usage of the RT features to ease the learning curve, as well as to be able to embed relevant help documentation in the RT web interface. Thanks in Advance, Traiano -- There is no Spoon. -------------- next part -------------- An HTML attachment was scrubbed... URL: From hvgeekwtrvl at gmail.com Sun Jan 13 15:07:33 2008 From: hvgeekwtrvl at gmail.com (james machado) Date: Sun, 13 Jan 2008 12:07:33 -0800 Subject: [rt-users] What criteria do you use when deciding the number of instances of RT? Message-ID: Just wanted to say thanks for all of the feedback. Gives me something more to think about :) James -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen.cochran at kingarthurflour.com Sun Jan 13 21:23:04 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Sun, 13 Jan 2008 21:23:04 -0500 Subject: [rt-users] Customer Service Workflow Message-ID: <63B04F78-AD41-4EA9-9B66-8AB69E9C413B@kingarthurflour.com> In setting up RT for our CS group, one question about workflow entered the discussion. Requests from customers are very minimal, not requiring lots of time or followup. Assuming that, I think most tickets would be closed after the first answer. This would be easy to do with a Scrip. But when/if the user responds, the ticket is reopened but still owned by the first responder. This could also be changed to be unowned again by a scrip I'm guessing. Reopened tickets being unowned is important in case the first person to respond has gone home or is off when the ticket reopens. But if they are still there, it would be nice if it was routed to them. How do most people handle this workflow? Ideally, if the CS staff is still working, leave it assigned to them, otherwise make it unowned. I was considering a cron job that would make all open tickets unowned every night after 9pm when our staff leaves for the day. Thoughts? Steve From svitter at list.ru Sun Jan 13 18:01:52 2008 From: svitter at list.ru (Viktor) Date: Mon, 14 Jan 2008 02:01:52 +0300 Subject: [rt-users] multiple apache instances per one RT database Message-ID: Hello everyone, To cut a long story short, my question is - Is it possible to run multiple different apache instances per a single RT database with a sufficient transactional support, provided that different RT front-ends don't share a single address space, a single /var and apache process-specific files, like pidfile? The reason for it is explained below. Our current configuration is rt-3.6.4 (heavily customized) running on Apache/2.2.4 + mod_perl/2.0.3(DSO) + Perl/v5.8.8. DBMS backend is PostgreSQL/8.2.3, data size is approximately 62Gb. New requests enter our RT instance through procmail recipes. All is running quite smooth, but there's quite a critical issue with apache: when it gets signalled with SIGHUP or SIGUSR1 (for instance, with newsyslog), its root process grows significantly in memory consumption, namely, Resident Set Size. Therefore, child processes inherit this grows, too. It's quite a typical behavior for mod_perl, according for its documentation. I'd call it memory leak. :( For now, I'm thinking of setting up syslogd to care of apache and RT logs... As rt-mailgate works through RT REST API, some requests end up at maildir if there's no apache running at their arrival. I have written a watchdog script which does its best in feeding unlucky requests back to RT (through procmail). I'll likely share it soon, if anyone is interested. Now I plan on configuring a totally separate apache+mod_perl+RT codebase instance for emails - our requests are preprocessed quite heavily, and it can be really memory-heavy, but this very apache instance can be configured with MaxRequestsPerChild=1. Is it possible? Would it help? What are the drawbacks of the suggested approach? Is there any better suggestion? What about fastcgi, is it simple and configurable enough to enforce different requirements on robustness and scalability on per-task basis? I am looking for your feedback, any kind of help would be appreciated, thanks a lot! -- Viktor From torsten.brumm at Kuehne-Nagel.com Mon Jan 14 05:45:11 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 14 Jan 2008 11:45:11 +0100 Subject: AW: [rt-users] RT 3.6.5 / Problems with MyDay.html In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394D3787D@w3hamboex11.ger.win.int.kn> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394E05AE6@w3hamboex11.ger.win.int.kn> Does really nobody work with myday.html? Nobody figured out that this is NOT UPDATING anything???? Torsten > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > von Ham MI-ID, Torsten Brumm > Gesendet: Donnerstag, 27. Dezember 2007 16:06 > An: Jesse Vincent > Cc: rt Users > Betreff: [rt-users] RT 3.6.5 / Problems with MyDay.html > > Hi RT Users, Jesse, > > Today i started to use /Tools/MyDay.html and realized this is > not working. I get all my Tickets displayed, i can change > status etc but after submit nothing happens....?!? > > I searched the logs and i found nothing. > > So my questions, is this still buggy or forgotten or do i > something wrong? > > Thanks > > Torsten > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December > 31, we'll take up to 20 percent off the price. This sale > won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial > support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ktm at rice.edu Mon Jan 14 08:53:11 2008 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 14 Jan 2008 07:53:11 -0600 Subject: [rt-users] multiple apache instances per one RT database In-Reply-To: References: Message-ID: <20080114135311.GE4201@it.is.rice.edu> Viktor, You can run multiple front-ends against the same backend database. We are use the apache rotatelogs program to avoid the problem that you are experiencing with the SIGHUP or SIGUSR1 causing the web process to grow in size. You might want to give it a try. Cheers, Ken On Mon, Jan 14, 2008 at 02:01:52AM +0300, Viktor wrote: > Hello everyone, > > To cut a long story short, my question is - > Is it possible to run multiple different apache instances per a single RT database with a sufficient transactional support, provided that different RT front-ends don't share a single address space, a single /var and apache process-specific files, like pidfile? > The reason for it is explained below. > > Our current configuration is rt-3.6.4 (heavily customized) running on > Apache/2.2.4 + mod_perl/2.0.3(DSO) + Perl/v5.8.8. > > DBMS backend is PostgreSQL/8.2.3, data size is approximately 62Gb. > New requests enter our RT instance through procmail recipes. > > All is running quite smooth, but there's quite a critical issue with apache: > when it gets signalled with SIGHUP or SIGUSR1 (for instance, with newsyslog), its root process grows significantly in memory consumption, namely, Resident Set Size. Therefore, child processes inherit this grows, too. It's quite a typical behavior for mod_perl, according for its documentation. I'd call it memory leak. :( For now, I'm thinking of setting up syslogd to care of apache and RT logs... > > As rt-mailgate works through RT REST API, some requests end up at maildir if there's no apache running at their arrival. > > I have written a watchdog script which does its best in feeding unlucky requests back to RT (through procmail). I'll likely share it soon, if anyone is interested. > > Now I plan on configuring a totally separate apache+mod_perl+RT codebase instance for emails - our requests are preprocessed quite heavily, and it can be really memory-heavy, but this very apache instance can be configured with MaxRequestsPerChild=1. > > Is it possible? Would it help? What are the drawbacks of the suggested approach? Is there any better suggestion? > What about fastcgi, is it simple and configurable enough to enforce different requirements on robustness and scalability on per-task basis? > > I am looking for your feedback, any kind of help would be appreciated, thanks a lot! > -- > Viktor > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From stephen.cochran at kingarthurflour.com Mon Jan 14 09:00:16 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 14 Jan 2008 09:00:16 -0500 Subject: [rt-users] Customer Service Workflow In-Reply-To: References: <63B04F78-AD41-4EA9-9B66-8AB69E9C413B@kingarthurflour.com> Message-ID: <310FD57B-1FFE-4E90-8A85-C6F4C878F9AD@kingarthurflour.com> Yep, we have shifts, and not everyone works every day. Tracking how many tickets are resolved is something the powers that be want. I'm just looking for the easiest way to make sure that no one has to go looking for tickets to steal from users that went home or are out for the day because they were re-opened by responses from users. I was thinking the 9pm cron job could just reset any owned, open tickets in our general queue to be unowned. Steve On Jan 13, 2008, at 11:54 PM, Viktor wrote: > Does your staff work in shifts? > Are you sure there's no case in which tracking the ticket handler is > useful? (some employers tend to award their staff with some bonuses > if they do their work in a timely and productive basis). > If I get it right, you are going to reset ownership at 9pm. each day. > > There might be another solution, namely sessions. RT keeps track of > currently logged in users via %session tied hash, along with HTTP > cookies. > You might try to patch lib/RT/Interface/Web.pm (if I recall > correctly) or some autohandler to update some (non-persistent, > obviously) session parameter (preferably, $session{CurrentUser} > {LastActivity}) each time the user makes HTTP request with his cookie. > When you have user's last activity time, you might apply some > assumptions, probably based on amortized analysis: if a user was > online 5 minutes ago, he is probably still online. > It isn't as hard as it sounds. I wonder why Best Practical doesn't > register last activities at their RT releases... From prasaddeshpande at bajajfinance.in Mon Jan 14 09:02:25 2008 From: prasaddeshpande at bajajfinance.in (Prasad Deshpande) Date: Mon, 14 Jan 2008 19:32:25 +0530 Subject: FW: [rt-users] Exporting request contents Message-ID: <93D7B805E82667439CD104728E47C58907489C47@BALAKMB01.bajajauto.co.in> Hi, Please help me in exporting ticket communication history to data file (.csv or .txt file). Thanks, Prasad -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Prasad Deshpande Sent: Friday, January 11, 2008 09:04 To: rt-users at lists.bestpractical.com Subject: [rt-users] Exporting request contents Hi, We are using RT 3.2.3 on Red Hat 9. We would like export the existing data in a text or excel file. To do this, we have tried using the Query builder. We are able to export the data but we could not find the field to export ticket history ( ie. communication captured during the life cycle of the ticket). If somebody knows how to capture the ticket history then please let me know. Thanks in Advance Regards, Regards, Prasad Deshpande IT Department Phone: +91 20 27407157 Ext: 7157 DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in. From todd at chaka.net Mon Jan 14 11:27:50 2008 From: todd at chaka.net (Todd Chapman) Date: Mon, 14 Jan 2008 11:27:50 -0500 Subject: [rt-users] Exporting request contents In-Reply-To: <93D7B805E82667439CD104728E47C58907489C2B@BALAKMB01.bajajauto.co.in> References: <93D7B805E82667439CD104728E47C58907489C2B@BALAKMB01.bajajauto.co.in> Message-ID: <519782dc0801140827s2f78066y8ba93739c210b9d4@mail.gmail.com> Stick with text. If you hack RT to export ticket history ( I have ) you will quickly run into excel size limits, such as the number of characters that can be stored in a cell. Here's how I hacked RT so that I could get ticket history in search results so that they could be exported: In /opt/rt3/local/html/Callbacks/myCompnay/Elements/RT__Ticket/ColumnMap/ColumnMap: $COLUMN_MAP->{AllCorrespondence} = { title => 'All Correspondence', attribute => 'AllCorrespondence', value => sub { return $_[0]->AllCorrespondence }, }; In Ticket_Local.pm: sub AllCorrespondenceTransactions { my $self = shift; my $role = shift; my $transactions = $self->Transactions; $transactions->Limit( SUBCLAUSE => 'type', FIELD => 'Type', VALUE => 'Create' ); $transactions->Limit( SUBCLAUSE => 'type', FIELD => 'Type', VALUE => 'Correspond', ENTRYAGGREGATOR => 'OR' ); if ( $role eq 'Requestor' ) { my $requestor_group = $self->Requestors; my $users = $requestor_group->UserMembersObj; while ( my $user = $users->Next ) { $transactions->Limit( SUBCLAUSE => 'requestors', FIELD => 'Creator', VALUE => $user->PrincipalId, ENTRYAGGREGATOR => 'OR' ); } } elsif ( $role eq 'Owner' ) { $transactions->Limit( FIELD => 'Creator', VALUE => $self->OwnerObj->PrincipalId, ENTRYAGGREGATOR => 'AND' ); } return $transactions;; } sub AllCorrespondence { my $self = shift; my $role = shift; my $transactions = $self->AllCorrespondenceTransactions($role); my $string = ''; while ( my $t = $transactions->Next ) { $string .= "\n\n" . formatted($t); } return $string; } sub formatted { my $transaction = shift; return '' unless $transaction; my $string = '###### On ' . $transaction->CreatedObj->AsString . ' ' . $transaction->CreatorObj->EmailAddress . " wrote:\n\n"; $string .= $transaction->Content; return $string; } -Todd On 1/10/08, Prasad Deshpande wrote: > > Hi, > > We are using RT 3.2.3 on Red Hat 9. We would like export the existing > data in a text or excel file. To do this, we have tried using the Query > builder. We are able to export the data but we could not find the field > to export ticket history ( ie. communication captured during the life > cycle of the ticket). > > If somebody knows how to capture the ticket history then please let me > know. > > Thanks in Advance > > Regards, > Regards, > Prasad Deshpande > IT Department > Phone: +91 20 27407157 > Ext: 7157 > > > > DISCLAIMER: > This message,including any attachments contains confidential and > privileged information for the sole use of the intended recipient(s), and is > protected by law. If you are not the intended recipient, please destroy all > copies of the original message. Any unauthorized review, use, disclosure, > dissemination, forwarding, printing or copying of this email or any action > taken in reliance on this e-mail is strictly prohibited and may be unlawful. > Bajaj Auto reserves the right to record, monitor, and inspect all email > communications through its internal and external networks. Your messages > shall be subject to such lawful supervision as Bajaj Auto deems necessary in > order to protect its information, interests and reputation. Bajaj Auto > prohibits and takes steps to prevent its information systems from being used > to view, store or forward offensive or discriminatory material. If this > message contains such material, please report it to abuse at bajajauto.co.in. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 todd at chaka.net Mon Jan 14 11:58:04 2008 From: todd at chaka.net (Todd Chapman) Date: Mon, 14 Jan 2008 11:58:04 -0500 Subject: [rt-users] Customer Service Workflow In-Reply-To: <310FD57B-1FFE-4E90-8A85-C6F4C878F9AD@kingarthurflour.com> References: <63B04F78-AD41-4EA9-9B66-8AB69E9C413B@kingarthurflour.com> <310FD57B-1FFE-4E90-8A85-C6F4C878F9AD@kingarthurflour.com> Message-ID: <519782dc0801140858i6cb7f2f4pa75a08ccda5acd44@mail.gmail.com> You could have the person log out of RT before they leave. Then have the RT logout code give all that person's tickets to Nobody. On 1/14/08, Steve Cochran wrote: > > > Yep, we have shifts, and not everyone works every day. Tracking how > many tickets are resolved is something the powers that be want. > > I'm just looking for the easiest way to make sure that no one has to > go looking for tickets to steal from users that went home or are out > for the day because they were re-opened by responses from users. > > I was thinking the 9pm cron job could just reset any owned, open > tickets in our general queue to be unowned. > > Steve > > > On Jan 13, 2008, at 11:54 PM, Viktor wrote: > > > Does your staff work in shifts? > > Are you sure there's no case in which tracking the ticket handler is > > useful? (some employers tend to award their staff with some bonuses > > if they do their work in a timely and productive basis). > > If I get it right, you are going to reset ownership at 9pm. each day. > > > > There might be another solution, namely sessions. RT keeps track of > > currently logged in users via %session tied hash, along with HTTP > > cookies. > > You might try to patch lib/RT/Interface/Web.pm (if I recall > > correctly) or some autohandler to update some (non-persistent, > > obviously) session parameter (preferably, $session{CurrentUser} > > {LastActivity}) each time the user makes HTTP request with his cookie. > > When you have user's last activity time, you might apply some > > assumptions, probably based on amortized analysis: if a user was > > online 5 minutes ago, he is probably still online. > > It isn't as hard as it sounds. I wonder why Best Practical doesn't > > register last activities at their RT releases... > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Mon Jan 14 12:22:17 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Jan 2008 09:22:17 -0800 Subject: [rt-users] Scrip which retrieves all the users with TakeTicket permission for a ticket or its queue In-Reply-To: <47886112.9020803@limepepper.co.uk> References: <4787A61D.7020308@limepepper.co.uk> <4787C4C7.5080906@lbl.gov> <47886112.9020803@limepepper.co.uk> Message-ID: <478B9A49.9010104@lbl.gov> Tom, You might want to use a different template for the "onCreate" scrip. Kenn LBNL On 1/11/2008 10:41 PM, Tom H wrote: > Kenneth Crocker wrote: >> Tom, >> >> If you can put them all in one group, or if they are already in >> groups that only have "takers" as members, then list the group(s) in the >> Watchers: "CC" of the appropriate queues. Then all you need do is create >> a notification scrip for "OnCreate" to "Notify CC's". That would work. >> How do you plan to maintain the membership of this "Takers" group? > > Hi, > > I see what you mean now, If I removed the following global script; > " (no value) > On Correspond Notify Requestors and Ccs with template Correspondence" > > And replaced it with the following; > " (no value) > On Correspond Notify Requestors with template Correspondence" > and > " (no value) > On Create Notify cs with template Correspondence" > > And added my "project A group" to the watchers list for "project A > queue", then the CC list would only be notified of new tickets, and not > get all the correspondence!!! > > I guess I was hoping not to mess with the default watchers CC list - but > as I have not plans to use it currently, that makes for a neat solution. > > (I think I have got that correctly?) > > Thanks, > > Tom Hodder > > > > > From KFCrocker at lbl.gov Mon Jan 14 12:28:11 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Jan 2008 09:28:11 -0800 Subject: AW: [rt-users] RT 3.6.5 / Problems with MyDay.html In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394E05AE6@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394E05AE6@w3hamboex11.ger.win.int.kn> Message-ID: <478B9BAB.1080108@lbl.gov> Torsten, I have tested it and run some queries and the data seemed fine to me. We don't use it, per se, but I try to test everything before putting it into production. Kenn LBNL On 1/14/2008 2:45 AM, Ham MI-ID, Torsten Brumm wrote: > Does really nobody work with myday.html? Nobody figured out that this is NOT UPDATING anything???? > > Torsten > >> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne > > > -----Urspr?ngliche Nachricht----- >> Von: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag >> von Ham MI-ID, Torsten Brumm >> Gesendet: Donnerstag, 27. Dezember 2007 16:06 >> An: Jesse Vincent >> Cc: rt Users >> Betreff: [rt-users] RT 3.6.5 / Problems with MyDay.html >> >> Hi RT Users, Jesse, >> >> Today i started to use /Tools/MyDay.html and realized this is >> not working. I get all my Tickets displayed, i can change >> status etc but after submit nothing happens....?!? >> >> I searched the logs and i found nothing. >> >> So my questions, is this still buggy or forgotten or do i >> something wrong? >> >> Thanks >> >> Torsten >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December >> 31, we'll take up to 20 percent off the price. This sale >> won't last long, so get in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com Commercial >> support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From anarcat at anarcat.ath.cx Mon Jan 14 12:55:36 2008 From: anarcat at anarcat.ath.cx (The Anarcat) Date: Mon, 14 Jan 2008 12:55:36 -0500 Subject: [rt-users] RTIR status? Message-ID: <20080114175536.GC4760@mumia.anarcat.ath.cx> Hello! What's the word on RTIR these days? We're running RT 3.6.3 now and we're wondering wether it is still maintained, as the latest official release (1.0.5) is already almost 4 years old (april 2004) and requires RT >3.0. I'm aware of the 1.1.5 "preview release" (2 years old, "RT 3.4 integration") and "RTIR M3" (seems to be a redesign of some sort, requires the RT 3.7 dev version). So where do I go from here? What is the experience of the people here with RTIR? The only thing I could find about it (apart from the initial powerpoint presentations) is this comment: http://lists.sans.org/pipermail/unisog/2005-December/025653.html which is not really encouraging... What we need: 1. Business::SLA management: some people/queues/tickets need to be treated within X days. I know we can do that with Queues but it's only the priority and I can't apply it to people. 2. the integrated Whois client is really nice 3. Proper integration with RT: our current, working, RT install must not be disrupted 4. The "investigations" in RTIR are also interesting... Bref, what do you guys think? Is RTIR still alive? -- You Are What You Is - Frank Zappa -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From jesse at bestpractical.com Mon Jan 14 12:59:02 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 14 Jan 2008 12:59:02 -0500 Subject: [rt-users] RTIR status? In-Reply-To: <20080114175536.GC4760@mumia.anarcat.ath.cx> References: <20080114175536.GC4760@mumia.anarcat.ath.cx> Message-ID: <20080114175902.GB29225@bestpractical.com> On Mon, Jan 14, 2008 at 12:55:36PM -0500, The Anarcat wrote: > Hello! > > What's the word on RTIR these days? We're nearing the end of what was supposed to be an 18 month RTIR dev project that's now stretched to over 3 years. What we've ended up with is significantly more extensive and flexible than was originally specced or designed (and has a much more robust test suite). Our customer for RTIR haven't yet signed off on the final version, but you can pick up the current testing release at http://download.bestpractical.com/pub/rt/devel/RTIR_M3 Best, Jesse From anarcat at anarcat.ath.cx Mon Jan 14 13:13:48 2008 From: anarcat at anarcat.ath.cx (The Anarcat) Date: Mon, 14 Jan 2008 13:13:48 -0500 Subject: RT 3.7? Re: [rt-users] RTIR status? In-Reply-To: <20080114175902.GB29225@bestpractical.com> References: <20080114175536.GC4760@mumia.anarcat.ath.cx> <20080114175902.GB29225@bestpractical.com> Message-ID: <20080114181348.GD4760@mumia.anarcat.ath.cx> On Mon, Jan 14, 2008 at 12:59:02PM -0500, Jesse Vincent wrote: > On Mon, Jan 14, 2008 at 12:55:36PM -0500, The Anarcat wrote: > > Hello! > > > > What's the word on RTIR these days? > > We're nearing the end of what was supposed to be an 18 month RTIR dev > project that's now stretched to over 3 years. What we've ended up with > is significantly more extensive and flexible than was originally specced > or designed (and has a much more robust test suite). Our customer for > RTIR haven't yet signed off on the final version, but you can pick up > the current testing release at > > http://download.bestpractical.com/pub/rt/devel/RTIR_M3 That's very cool, but it does require RT 3.7... from what I can tell at least. Is RT 3.7 production ready now? ;) A. -- Marijuana grows naturally on the planet. Mushrooms grows naturally on the planet. Don't you think making nature against the law is a bit... unnatural? - Bill Hicks -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From jesse at bestpractical.com Mon Jan 14 13:44:10 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 14 Jan 2008 13:44:10 -0500 Subject: RT 3.7? Re: [rt-users] RTIR status? In-Reply-To: <20080114181348.GD4760@mumia.anarcat.ath.cx> References: <20080114175536.GC4760@mumia.anarcat.ath.cx> <20080114175902.GB29225@bestpractical.com> <20080114181348.GD4760@mumia.anarcat.ath.cx> Message-ID: <20080114184409.GH29225@bestpractical.com> > > or designed (and has a much more robust test suite). Our customer for > > RTIR haven't yet signed off on the final version, but you can pick up > > the current testing release at > > > > http://download.bestpractical.com/pub/rt/devel/RTIR_M3 > > That's very cool, but it does require RT 3.7... from what I can tell at > least. Is RT 3.7 production ready now? ;) It's a development version, just like the current version of RTIR. From Deepika.Bhatia at prosum.com Mon Jan 14 16:54:51 2008 From: Deepika.Bhatia at prosum.com (Deepika Bhatia) Date: Mon, 14 Jan 2008 13:54:51 -0800 Subject: [rt-users] Documentation. Message-ID: Kevin- Is there any users manual and administrators manual available for RT? ~~~~~~~~~~~~~~~~~~~~~~~ Deepika Bhatia Sr. Manager Prosum Technology Services -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Mon Jan 14 17:13:30 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 14 Jan 2008 14:13:30 -0800 Subject: [rt-users] Documentation. In-Reply-To: References: Message-ID: <6.2.1.2.2.20080114140955.027e9008@mail.sdsu.edu> I'm pretty sure that there are only the wiki and The Book (see the sig at the end of every list post). I wouldn't consider either to be a user or administrator manual. At 01:54 PM 1/14/2008, Deepika Bhatia wrote: >Content-Language: en-US >Content-Type: multipart/alternative; > >boundary="_000_E7ABF95661A337488ECCB8A1CF7172781534EFE92FPomegranatepr_" > >Kevin- > >Is there any users manual and administrators manual available for RT? > >~~~~~~~~~~~~~~~~~~~~~~~ >Deepika Bhatia >Sr. Manager >Prosum Technology Services > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From stephen.cochran at kingarthurflour.com Mon Jan 14 17:50:57 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 14 Jan 2008 17:50:57 -0500 Subject: [rt-users] Customer Service Workflow In-Reply-To: <519782dc0801140858i6cb7f2f4pa75a08ccda5acd44@mail.gmail.com> References: <63B04F78-AD41-4EA9-9B66-8AB69E9C413B@kingarthurflour.com> <310FD57B-1FFE-4E90-8A85-C6F4C878F9AD@kingarthurflour.com> <519782dc0801140858i6cb7f2f4pa75a08ccda5acd44@mail.gmail.com> Message-ID: One of the problems is that any ticket that is closed but responded to is also owned by the first person to respond. So even if the logout code cleared any tickets they owned, more worried about tickets that become owned when they aren't there. Steve On Jan 14, 2008, at 11:58 AM, Todd Chapman wrote: > You could have the person log out of RT before they leave. Then have > the RT logout code give all that person's tickets to Nobody. From torsten.brumm at googlemail.com Mon Jan 14 17:51:42 2008 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 14 Jan 2008 23:51:42 +0100 Subject: AW: [rt-users] RT 3.6.5 / Problems with MyDay.html In-Reply-To: <478B9BAB.1080108@lbl.gov> References: <16426EA38D57E74CB1DE5A6AE1DB0394E05AE6@w3hamboex11.ger.win.int.kn> <478B9BAB.1080108@lbl.gov> Message-ID: Hi Kenneth, RT Users, thanks for the help, today after a hint i found the "Bug" it was the user infront of the PC (myself). There was a old, broken MyDay.html inside the local path :-( Sorry for that Torsten 2008/1/14, Kenneth Crocker : > > Torsten, > > > I have tested it and run some queries and the data seemed fine to > me. > We don't use it, per se, but I try to test everything before putting it > into production. > > > Kenn > LBNL > > On 1/14/2008 2:45 AM, Ham MI-ID, Torsten Brumm wrote: > > Does really nobody work with myday.html? Nobody figured out that this is > NOT UPDATING anything???? > > > > Torsten > > > >> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, > Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: > Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, > Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: > Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne > > > > > > -----Urspr?ngliche Nachricht----- > >> Von: rt-users-bounces at lists.bestpractical.com > >> [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > >> von Ham MI-ID, Torsten Brumm > >> Gesendet: Donnerstag, 27. Dezember 2007 16:06 > >> An: Jesse Vincent > >> Cc: rt Users > >> Betreff: [rt-users] RT 3.6.5 / Problems with MyDay.html > >> > >> Hi RT Users, Jesse, > >> > >> Today i started to use /Tools/MyDay.html and realized this is > >> not working. I get all my Tickets displayed, i can change > >> status etc but after submit nothing happens....?!? > >> > >> I searched the logs and i found nothing. > >> > >> So my questions, is this still buggy or forgotten or do i > >> something wrong? > >> > >> Thanks > >> > >> Torsten > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >> > >> If you sign up for a new RT support contract before December > >> 31, we'll take up to 20 percent off the price. This sale > >> won't last long, so get in touch today. > >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. > >> > >> > >> Community help: http://wiki.bestpractical.com Commercial > >> support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Mon Jan 14 18:04:57 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Jan 2008 15:04:57 -0800 Subject: [rt-users] Documentation. In-Reply-To: References: Message-ID: <478BEA99.8020400@lbl.gov> Deepika, We have developed two users guides; 1 for regular users (those that "create" tickets and the other for those that work manage a queue. We use RT to manage all of our software maintenence requests and projects. If you do not use RT for software maintenence, then our guides probably would not help you. However, I can send you our list of the rights & Privileges and how we use them. along with our glossary of terms. If you're using RT as a help desk tool then our stuff may not help you. Kenn LBNL On 1/14/2008 1:54 PM, Deepika Bhatia wrote: > Kevin- > > > > Is there any users manual and administrators manual available for RT? > > > > ~~~~~~~~~~~~~~~~~~~~~~~ > > Deepika Bhatia > > Sr. Manager > > Prosum Technology Services > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From Deepika.Bhatia at prosum.com Mon Jan 14 18:09:13 2008 From: Deepika.Bhatia at prosum.com (Deepika Bhatia) Date: Mon, 14 Jan 2008 15:09:13 -0800 Subject: [rt-users] Documentation. In-Reply-To: <478BEA99.8020400@lbl.gov> References: <478BEA99.8020400@lbl.gov> Message-ID: We are using RT as a help desk tool and what I am looking for is the one that work and manage the queue. I don't need the create tickets one. Deepika -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: Monday, January 14, 2008 3:05 PM To: Deepika Bhatia Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Documentation. Deepika, We have developed two users guides; 1 for regular users (those that "create" tickets and the other for those that work manage a queue. We use RT to manage all of our software maintenence requests and projects. If you do not use RT for software maintenence, then our guides probably would not help you. However, I can send you our list of the rights & Privileges and how we use them. along with our glossary of terms. If you're using RT as a help desk tool then our stuff may not help you. Kenn LBNL On 1/14/2008 1:54 PM, Deepika Bhatia wrote: > Kevin- > > > > Is there any users manual and administrators manual available for RT? > > > > ~~~~~~~~~~~~~~~~~~~~~~~ > > Deepika Bhatia > > Sr. Manager > > Prosum Technology Services > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Mon Jan 14 18:10:43 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Jan 2008 15:10:43 -0800 Subject: [rt-users] Documentation. In-Reply-To: References: <478BEA99.8020400@lbl.gov> Message-ID: <478BEBF3.2040708@lbl.gov> Deepika, What version do you have? I have two Queue Admin guides, 1 for 3.4.4 and another for 3.6.4. Kenn LBNL On 1/14/2008 3:09 PM, Deepika Bhatia wrote: > We are using RT as a help desk tool and what I am looking for is the one that work and manage the queue. I don't need the create tickets one. > > Deepika > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: Monday, January 14, 2008 3:05 PM > To: Deepika Bhatia > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Documentation. > > Deepika, > > > We have developed two users guides; 1 for regular users (those that > "create" tickets and the other for those that work manage a queue. We > use RT to manage all of our software maintenence requests and projects. > If you do not use RT for software maintenence, then our guides probably > would not help you. However, I can send you our list of the rights & > Privileges and how we use them. along with our glossary of terms. If > you're using RT as a help desk tool then our stuff may not help you. > > Kenn > LBNL > > On 1/14/2008 1:54 PM, Deepika Bhatia wrote: >> Kevin- >> >> >> >> Is there any users manual and administrators manual available for RT? >> >> >> >> ~~~~~~~~~~~~~~~~~~~~~~~ >> >> Deepika Bhatia >> >> Sr. Manager >> >> Prosum Technology Services >> >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > From Deepika.Bhatia at prosum.com Mon Jan 14 18:13:59 2008 From: Deepika.Bhatia at prosum.com (Deepika Bhatia) Date: Mon, 14 Jan 2008 15:13:59 -0800 Subject: [rt-users] Documentation. In-Reply-To: <478BEBF3.2040708@lbl.gov> References: <478BEA99.8020400@lbl.gov> <478BEBF3.2040708@lbl.gov> Message-ID: 3.6.4 should be good. We are on 3.6.5 -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: Monday, January 14, 2008 3:11 PM To: Deepika Bhatia Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Documentation. Deepika, What version do you have? I have two Queue Admin guides, 1 for 3.4.4 and another for 3.6.4. Kenn LBNL On 1/14/2008 3:09 PM, Deepika Bhatia wrote: > We are using RT as a help desk tool and what I am looking for is the one that work and manage the queue. I don't need the create tickets one. > > Deepika > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: Monday, January 14, 2008 3:05 PM > To: Deepika Bhatia > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Documentation. > > Deepika, > > > We have developed two users guides; 1 for regular users (those that > "create" tickets and the other for those that work manage a queue. We > use RT to manage all of our software maintenence requests and projects. > If you do not use RT for software maintenence, then our guides probably > would not help you. However, I can send you our list of the rights & > Privileges and how we use them. along with our glossary of terms. If > you're using RT as a help desk tool then our stuff may not help you. > > Kenn > LBNL > > On 1/14/2008 1:54 PM, Deepika Bhatia wrote: >> Kevin- >> >> >> >> Is there any users manual and administrators manual available for RT? >> >> >> >> ~~~~~~~~~~~~~~~~~~~~~~~ >> >> Deepika Bhatia >> >> Sr. Manager >> >> Prosum Technology Services >> >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > From todd at chaka.net Mon Jan 14 23:01:35 2008 From: todd at chaka.net (Todd Chapman) Date: Mon, 14 Jan 2008 23:01:35 -0500 Subject: [rt-users] Customer Service Workflow In-Reply-To: References: <63B04F78-AD41-4EA9-9B66-8AB69E9C413B@kingarthurflour.com> <310FD57B-1FFE-4E90-8A85-C6F4C878F9AD@kingarthurflour.com> <519782dc0801140858i6cb7f2f4pa75a08ccda5acd44@mail.gmail.com> Message-ID: <519782dc0801142001n3f061701r9948155e84de4fee@mail.gmail.com> I don't follow. On 1/14/08, Steve Cochran wrote: > > > One of the problems is that any ticket that is closed but responded to > is also owned by the first person to respond. So even if the logout > code cleared any tickets they owned, more worried about tickets that > become owned when they aren't there. > > Steve > > On Jan 14, 2008, at 11:58 AM, Todd Chapman wrote: > > > You could have the person log out of RT before they leave. Then have > > the RT logout code give all that person's tickets to Nobody. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 tom at limepepper.co.uk Tue Jan 15 02:48:16 2008 From: tom at limepepper.co.uk (Tom H) Date: Tue, 15 Jan 2008 07:48:16 +0000 Subject: [rt-users] Documentation. In-Reply-To: References: <478BEA99.8020400@lbl.gov> <478BEBF3.2040708@lbl.gov> Message-ID: <478C6540.8070203@limepepper.co.uk> Deepika Bhatia wrote: >>> Is there any users manual and administrators manual available for RT? >>> >>> Hi, We are currently writing end user documentation for RT, and it would really help to see what has been done before. If you care to share ;-) Many Thanks, Tom From weser at osp-dd.de Tue Jan 15 03:15:47 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Tue, 15 Jan 2008 09:15:47 +0100 Subject: [rt-users] Documentation. In-Reply-To: <478C6540.8070203@limepepper.co.uk> References: <478BEA99.8020400@lbl.gov> <478BEBF3.2040708@lbl.gov> <478C6540.8070203@limepepper.co.uk> Message-ID: <478C6BB3.9070100@osp-dd.de> There's a very good user's documentation at http://www.css.washington.edu/wiki/Category:Request_Tracker which I chose to adapt for our internal documentation. You should have a look at the topics How To and Using RT. Tom H schrieb: > Deepika Bhatia wrote: > >>>> Is there any users manual and administrators manual available for RT? >>>> >>>> >>>> > > Hi, > > We are currently writing end user documentation for RT, and it would > really help to see what has been done before. If you care to share ;-) > > Many Thanks, > > 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 darren at mepad.net Tue Jan 15 06:26:43 2008 From: darren at mepad.net (Darren Ellis) Date: Tue, 15 Jan 2008 06:26:43 -0500 Subject: [rt-users] Sorting Saved Reports on Custom Fields Message-ID: <77E9D9CA-4F57-4B1E-AD9E-46E5D652F417@mepad.net> Hi All, I have RT 3.6.5 and everything seems to be working well, except sorting on ticket custom fields. I have an appointment date field and we store data in yyyymmdd format. I've set a saved search to display that field, and set it as the first sort, ascending. Showing results gives the tickets in ID order even though I've specified a different order. Is there a step that I have skipped? Thanks. Darren Darren Ellis darren at mepad.net Office: (207) 376-0137, x2201 Mobile: (207) 841-4000 -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. From dauphin at idris.fr Tue Jan 15 08:05:14 2008 From: dauphin at idris.fr (Marie-Noelle Dauphin) Date: Tue, 15 Jan 2008 14:05:14 +0100 Subject: [rt-users] New appearence of "create a new ticket" Message-ID: <200801151305.m0FD5Enl032740@lin1.idris.fr> HEllo We would like not to have "status entry list" when select "create a new ticket" From dauphin at idris.fr Tue Jan 15 08:09:29 2008 From: dauphin at idris.fr (Marie-Noelle Dauphin) Date: Tue, 15 Jan 2008 14:09:29 +0100 Subject: [rt-users] New appearence of "create a new ticket" Message-ID: <200801151309.m0FD9TT9000642@lin1.idris.fr> HEllo We would like not to have "status entry list" when select "create a new ticket" But we would like to have the value "new" as default when we push "create" button. how could we do that ? with a callback ? thanks for your response MArie-Noelle From jesse at bestpractical.com Tue Jan 15 09:05:59 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 15 Jan 2008 09:05:59 -0500 Subject: [rt-users] Documentation. In-Reply-To: <478C6BB3.9070100@osp-dd.de> References: <478BEA99.8020400@lbl.gov> <478BEBF3.2040708@lbl.gov> <478C6540.8070203@limepepper.co.uk> <478C6BB3.9070100@osp-dd.de> Message-ID: <20080115140559.GU29225@bestpractical.com> Those of you who have built local user documentation for RT - would you be interested in collaborating on an open RT user/admin guide to help replace what's on the wiki and in RT Essentials? Whatever gets build can obviously tweaked for your local environment, but the advantage of having other organizations contributing to a shared guide is that it will be semi-magically kept up to date as RT continues to grow and evolve. Best Practical can, of course, provide mailing lists, version control and all the rest of what you need. Best, Jesse From jesse at bestpractical.com Tue Jan 15 09:12:13 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 15 Jan 2008 09:12:13 -0500 Subject: [rt-users] Customer Service Workflow In-Reply-To: References: <63B04F78-AD41-4EA9-9B66-8AB69E9C413B@kingarthurflour.com> <310FD57B-1FFE-4E90-8A85-C6F4C878F9AD@kingarthurflour.com> <519782dc0801140858i6cb7f2f4pa75a08ccda5acd44@mail.gmail.com> Message-ID: <20080115141213.GX29225@bestpractical.com> On Mon, Jan 14, 2008 at 05:50:57PM -0500, Steve Cochran wrote: > > One of the problems is that any ticket that is closed but responded to > is also owned by the first person to respond. So even if the logout > code cleared any tickets they owned, more worried about tickets that > become owned when they aren't there. You could set up a custom scrip to set the owner to "nobody" on resolution. The only thing you might run into there is a reporting issue, but there's no data loss. You could still dig everything out of the transactions table. Another option might be to set up a cron job that looks at open tickets which haven't been replied to in x hours and sends an alert message and sets their owners to nobody. Best, Jesse > Steve PS Your products rock. I use them all the time ;) From mwestfall at factory7.com Tue Jan 15 09:22:07 2008 From: mwestfall at factory7.com (Matt Westfall) Date: Tue, 15 Jan 2008 09:22:07 -0500 Subject: [rt-users] Create Ticket on Resolve, but only if Custom Field is.... Message-ID: <478CC18F.2020302@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 OK, I am getting ever so closer to getting this to work. I have two Custom Fields: Billable and Followup. I want to create a followup ticket if Followup is Yes. I want to create an invoice ticket if Billable is Yes/Covered/or/Gratis Here is my Billable scrip code: Condition User Defined Action Create Tickets Template Global Template Create-Invoice return 0 unless $self->TransactionObj->Type eq "Resolved"; return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ /Yes/i; return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ /Covered/i; return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ /Gratis/i; $RT::Logger->debug("Scrip running"); 1; and the Billable Template: ===Create-Ticket: generate-invoice Queue: Accounting Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: Please generate an invoice for this customer. Billable was set to: {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} Billable hours was set to: {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} Please refer to previous ticket for more information. ENDOFCONTENT For Followup: Condition User Defined Action Create Ticket Template Global Template Generate-Followup ===Create-Ticket: generate-followup Queue: Customer Service Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: A follow up was requested on this ticket. Please refer to previous ticket for more information. ENDOFCONTENT When I resolve a ticket which has Yes in both fields, there are various entries in the /var/log/messages, but none of them refer to scrip 22 or 23. ~From the RT_Config.pm debug messages should go to syslog or /var/log/messages, but nothing is mentioned there. I would greatly appreciate any help in finally nailing this down. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFHjMGPb/8X6V5MpAURAibmAKCzs+POmDswCQejfgv+GXFGmx5iRACg46ov GIJZuWBqEqytMaeGjzMN9uU= =i6ZE -----END PGP SIGNATURE----- From stephen.cochran at kingarthurflour.com Tue Jan 15 09:49:17 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Tue, 15 Jan 2008 09:49:17 -0500 Subject: [rt-users] Customer Service Workflow In-Reply-To: <519782dc0801142001n3f061701r9948155e84de4fee@mail.gmail.com> References: <63B04F78-AD41-4EA9-9B66-8AB69E9C413B@kingarthurflour.com> <310FD57B-1FFE-4E90-8A85-C6F4C878F9AD@kingarthurflour.com> <519782dc0801140858i6cb7f2f4pa75a08ccda5acd44@mail.gmail.com> <519782dc0801142001n3f061701r9948155e84de4fee@mail.gmail.com> Message-ID: <113688D1-CFA1-421E-900A-0D8C8484E6A9@kingarthurflour.com> I was referring to what happens when a customer responds to a ticket marked closed. If I own a ticket, respond and mark it closed, if the user responds again it will be reopened and still be owned by me. Most of our email requests from customers require only a single response. So one thought I've had is to create a scrip that automatically marks a request closed with every response. Then create another scrip that triggers if a ticket is reopened that changes the owner to nobody. Not all of those triggers and actions are already defined, but it shouldn't be too hard to code them. Steve On Jan 14, 2008, at 11:01 PM, Todd Chapman wrote: > I don't follow. > > On 1/14/08, Steve Cochran wrote: > > One of the problems is that any ticket that is closed but responded to > is also owned by the first person to respond. So even if the logout > code cleared any tickets they owned, more worried about tickets that > become owned when they aren't there. > > Steve > > On Jan 14, 2008, at 11:58 AM, Todd Chapman wrote: > > > You could have the person log out of RT before they leave. Then have > > the RT logout code give all that person's tickets to Nobody. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 rfh at pipex.net Tue Jan 15 09:54:44 2008 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 15 Jan 2008 14:54:44 +0000 Subject: [rt-users] sessions table myisam or innodb Message-ID: <478CC934.4030306@pipex.net> Hi; rt-3.6.3 apache2 mysql5.1 For better performance should the sessions table be myisam or innondb?? had a look in etc/schema.mysql and there is no engine type definition for sessions currently my sessions table is myisam, every now and then rt freezes due to user lock on the session table. To keep it small, I have a script that delete expired sessions every 6 hours. however I am wondering if this is causing another problem with concurrent inserts due to deleted rows in the middle of the table ?/ any suggestion. Regards Roy From Roy.Sowa at rcmp-grc.gc.ca Tue Jan 15 13:36:03 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Tue, 15 Jan 2008 13:36:03 -0500 Subject: [rt-users] Mysqldump 3.6.3 -> 3.6.5 ( attachments ) Message-ID: <478CB6C3020000AE00005C67@ACPIC-S406.a.rcmp-grc.gc.ca> I am in the process of moving my existing RedHat 3.6.3 install to a SUSE 10 3.6.5 box ... I thought all was going well, but I just stumbled into a problem... I had been using the following mysqldump ; mysqldump --opt --add-drop-table --single-transaction ........ rt3 > backup.out and this restores nicely.. ( I thought I was good to go ). the records look correct and I see the attachment links in the tickets that have them, But now when I try and view an attachment by clicking on the link it says "page not found".... the url link matches the search format of that of the original working server ... what I have tried so far... A few searches surfaced that I might try adding this to my dump statement "--default-character-set=binary" but this did not change things... Trying to create a new ticket with a simple attachment also does not work.... Funny enough If I attach a simple gif, I see the gif in the newly created ticket, however I just cannot click on the download link in the transaction or the link in the attachment area... ( page not found...) So then I found this snippet RE: binary attachment corruption; Hello, Chris. Could you backup your DB, and run next to SQL queries? ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; Then check if you could binary attachments without problems and report back. This query is safe but anyway I would suggest you to backup data. ..... This did not change results either... I really would like to convert to the newer server/hardware.... any suggestions as to where I went wrong or how to move this forward ??? From KFCrocker at lbl.gov Tue Jan 15 14:35:13 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 15 Jan 2008 11:35:13 -0800 Subject: [rt-users] Documentation. In-Reply-To: <20080115140559.GU29225@bestpractical.com> References: <478BEA99.8020400@lbl.gov> <478BEBF3.2040708@lbl.gov> <478C6540.8070203@limepepper.co.uk> <478C6BB3.9070100@osp-dd.de> <20080115140559.GU29225@bestpractical.com> Message-ID: <478D0AF1.6070602@lbl.gov> Jesse, Yes, we would be glad to. We have a RT User's Guide and an RT Queue Admin Guide. Do you want me to send it to you or what? We are also have developed scrips/templates for an alternative (to RT's) "Approvals" workflow that involves a Ticket Collection Queue where tickets are reviewed/prioritised/approved/rejected and then moved to the appropriate support queue for work. The ticket numbers stay the same and all notifications and ticket status promotions/update are automatic upon update of the CF used for approval. If anyone is interested, they can contact me and I will forward the work, if it is close to their requirements. Jesse, thanks for the help. Kenn LBNL On 1/15/2008 6:05 AM, Jesse Vincent wrote: > > Those of you who have built local user documentation for RT - would you > be interested in collaborating on an open RT user/admin guide to help > replace what's on the wiki and in RT Essentials? > > Whatever gets build can obviously tweaked for your local environment, > but the advantage of having other organizations contributing to a shared > guide is that it will be semi-magically kept up to date as RT continues > to grow and evolve. > > Best Practical can, of course, provide mailing lists, version control > and all the rest of what you need. > > Best, > > Jesse > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jmoseley at corp.xanadoo.com Tue Jan 15 14:23:29 2008 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Tue, 15 Jan 2008 13:23:29 -0600 Subject: [rt-users] Mysqldump 3.6.3 -> 3.6.5 ( attachments ) In-Reply-To: <478CB6C3020000AE00005C67@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: Your mysqldump syntax looks fine, although depending on the version you are running, the 'add-drop-table' argument is redundant since you are using 'opt'. To rule out a DB problem, have you tried using your 3.6.5 SUSE instance of RT with the DB sitting on the RedHat box? If you get the same behavior, then I think it's safe to say you probably don't have a DB problem but something else wrong - missing perl module, apache fastcgi/mod_perl issue, database/RT permissions, etc. Have you looked at the RT or Apache logs yet? James Moseley "Roy Sowa" To Sent by: rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Mysqldump 3.6.3 -> 3.6.5 ( attachments ) 01/15/2008 12:36 PM I am in the process of moving my existing RedHat 3.6.3 install to a SUSE 10 3.6.5 box ... I thought all was going well, but I just stumbled into a problem... I had been using the following mysqldump ; mysqldump --opt --add-drop-table --single-transaction ........ rt3 > backup.out and this restores nicely.. ( I thought I was good to go ). the records look correct and I see the attachment links in the tickets that have them, But now when I try and view an attachment by clicking on the link it says "page not found".... the url link matches the search format of that of the original working server ... what I have tried so far... A few searches surfaced that I might try adding this to my dump statement "--default-character-set=binary" but this did not change things... Trying to create a new ticket with a simple attachment also does not work.... Funny enough If I attach a simple gif, I see the gif in the newly created ticket, however I just cannot click on the download link in the transaction or the link in the attachment area... ( page not found...) So then I found this snippet RE: binary attachment corruption; Hello, Chris. Could you backup your DB, and run next to SQL queries? ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; Then check if you could binary attachments without problems and report back. This query is safe but anyway I would suggest you to backup data. ..... This did not change results either... I really would like to convert to the newer server/hardware.... any suggestions as to where I went wrong or how to move this 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 From justin at myri.com Tue Jan 15 14:27:30 2008 From: justin at myri.com (Justin Pratt) Date: Tue, 15 Jan 2008 14:27:30 -0500 Subject: [rt-users] Vanishing attachment content Message-ID: <478D0922.7010805@myri.com> Tickets created from email with attachments something like: --------------080002000901040106020609 Content-Type: message/rfc822; name="attachment.eml" Content-Transfer-Encoding: base64 Content-Disposition: inline; filename="attachment.eml" Received: ... x-mimeole: Produced By Microsoft Exchange V6.0.6603.0 content-class: urn:content-classes:message MIME-Version: 1.0 Content-Type: multipart/alternative; boundary="----_=_NextPart_001_01C85484.BABB2102" Subject: ... Date: Fri, 11 Jan 2008 11:04:02 -0800 Message-ID: ... X-MS-Has-Attach: X-MS-TNEF-Correlator: Thread-Topic: H8DA3-2 On-Board SAS Feature Thread-Index: AchUbJG5vOK/tePKTaKLVSrvzFFIowAFYhCg From: ... To: ... Cc: ... X-SpamReason: Bypass=B VGhpcyBpcyBhIG11bHRpLXBhcnQgbWVzc2FnZSBpbiBNSU1FIGZvcm1hdC4NCg0KLS0tLS0t Xz1fTmV4dFBhcnRfMDAxXzAxQzg1NDg0LkJBQkIyMTAyDQpDb250ZW50LVR5cGU6IHRleHQv cGxhaW47DQoJY2hhcnNldD0idXMtYXNjaWkiDQpDb250ZW50LVRyYW5zZmVyLUVuY29kaW5n OiBxdW90ZWQtcHJpbnRhYmxlDQoNCkhpIENhcm9saW5hLA0KDQo9MjANCg0KVGhlIFBDSS1F ... are not only not decoded inline, but the content has vanished. The header shows up, but I can't even view the encoded data. Is there a problem with base64 decoding? Any suggestions? Thanks, Justin From yitzchas at touro.edu Tue Jan 15 15:31:44 2008 From: yitzchas at touro.edu (Yitzchak Schaffer) Date: Tue, 15 Jan 2008 15:31:44 -0500 Subject: [rt-users] Repeat login requests under FreeBSD Message-ID: <478D1830.9060707@touro.edu> Greetings all -- I managed to get RT 3.6.5 running under FreeBSD 6.2, MySQL and Apache 2.2 with mod_perl via the rt36, mysql50-server, apache22, and mod_perl2 ports. When I fire up Apache and login as root, I can follow links, but I have to re-enter the login at each link. I'm using Firefox 2.0.0.11 and IE6, and I see a cookie called RT_SID_...... I didn't encounter this problem when I installed from RT source under Debian with comparable packages and config settings. Any ideas? Many thanks, -- Yitzchak Schaffer Systems Librarian Touro College Libraries 33 West 23rd Street New York, NY 10010 Tel (212) 463-0400 x230 Fax (212) 627-3197 yitzchas at touro.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Tue Jan 15 15:47:55 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 15 Jan 2008 12:47:55 -0800 Subject: [rt-users] Repeat login requests under FreeBSD In-Reply-To: <478D1830.9060707@touro.edu> References: <478D1830.9060707@touro.edu> Message-ID: <478D1BFB.9090108@lbl.gov> Yitzchak, I have just gone thru this problem. Believe it or not, it is easy to fix. The answer came to me from someone who uses RT and is an Apache expert. You need to specify a tighter control (Transaction) over your session locks. Are you using the DataBase session record or file? Kenn LBNL On 1/15/2008 12:31 PM, Yitzchak Schaffer wrote: > Greetings all -- > > I managed to get RT 3.6.5 running under FreeBSD 6.2, MySQL and Apache > 2.2 with mod_perl via the rt36, mysql50-server, apache22, and mod_perl2 > ports. When I fire up Apache and login as root, I can follow links, but > I have to re-enter the login at each link. I'm using Firefox 2.0.0.11 > and IE6, and I see a cookie called RT_SID_...... > > I didn't encounter this problem when I installed from RT source under > Debian with comparable packages and config settings. Any ideas? > > Many thanks, > -- > Yitzchak Schaffer > Systems Librarian > Touro College Libraries > 33 West 23rd Street > New York, NY 10010 > Tel (212) 463-0400 x230 > Fax (212) 627-3197 > yitzchas at touro.edu > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From yitzchas at touro.edu Tue Jan 15 16:08:10 2008 From: yitzchas at touro.edu (Yitzchak Schaffer) Date: Tue, 15 Jan 2008 16:08:10 -0500 Subject: [rt-users] Repeat login requests under FreeBSD In-Reply-To: <478D1BFB.9090108@lbl.gov> References: <478D1830.9060707@touro.edu> <478D1BFB.9090108@lbl.gov> Message-ID: <478D20BA.5090007@touro.edu> Kenneth: Thanks for the help. I haven't changed from whatever the default is; I copied RT_Config.pm to RT_SiteConfig.pm and made some local changes. From there the setting appears to be DB, as ::File is commented out: # $WebSessionClass is the class you wish to use for managing Sessions. # It defaults to use your SQL database, but if you are using MySQL 3.x and # plans to use non-ascii Queue names, uncomment and add this line to # RT_SiteConfig.pm will prevent session corruption. # Set($WebSessionClass , 'Apache::Session::File'); Yitzchak Schaffer Systems Librarian Touro College Libraries 33 West 23rd Street New York, NY 10010 Tel (212) 463-0400 x230 Fax (212) 627-3197 yitzchas at touro.edu Kenneth Crocker wrote: > Yitzchak, > > > I have just gone thru this problem. Believe it or not, it is easy > to fix. The answer came to me from someone who uses RT and is an > Apache expert. You need to specify a tighter control (Transaction) > over your session locks. Are you using the DataBase session record or > file? -------------- next part -------------- An HTML attachment was scrubbed... URL: From matthew.seaman at thebunker.net Tue Jan 15 16:06:12 2008 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Tue, 15 Jan 2008 21:06:12 +0000 Subject: [rt-users] Repeat login requests under FreeBSD In-Reply-To: <478D1830.9060707@touro.edu> References: <478D1830.9060707@touro.edu> Message-ID: <478D2044.2020309@thebunker.net> Yitzchak Schaffer wrote: > Greetings all -- > > I managed to get RT 3.6.5 running under FreeBSD 6.2, MySQL and Apache > 2.2 with mod_perl via the rt36, mysql50-server, apache22, and mod_perl2 > ports. When I fire up Apache and login as root, I can follow links, but > I have to re-enter the login at each link. I'm using Firefox 2.0.0.11 > and IE6, and I see a cookie called RT_SID_...... > > I didn't encounter this problem when I installed from RT source under > Debian with comparable packages and config settings. Any ideas? > > Many thanks, > I have much the same setup you do -- I found this fix on the list: ALTER TABLE sessions MODIFY a_session longblob ; which worked for me. See: http://lists.bestpractical.com/pipermail/rt-users/2006-July/040411.html Cheers, Matthew -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814800 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From yitzchas at touro.edu Tue Jan 15 16:34:02 2008 From: yitzchas at touro.edu (Yitzchak Schaffer) Date: Tue, 15 Jan 2008 16:34:02 -0500 Subject: [rt-users] Repeat login requests under FreeBSD In-Reply-To: <478D2044.2020309@thebunker.net> References: <478D1830.9060707@touro.edu> <478D2044.2020309@thebunker.net> Message-ID: <478D26CA.80908@touro.edu> When I make that change and restart Apache, I see the following in /var/logs/httpd-error.log: [Wed Jan 16 02:25:33 2008] [notice] caught SIGTERM, shutting down [Wed Jan 16 02:25:53 2008] [error] Insecure dependency in unlink while running with -T switch at /usr/local/lib/perl5/5.8.8/File/Path.pm line 267.\nCompilation failed in require at (eval 6) line 1.\n [Wed Jan 16 02:25:53 2008] [error] Can't load Perl file: /usr/local/rt3/bin/webmux.pl for server libtest.touro.edu:0, exiting... Yitzchak Schaffer Systems Librarian Touro College Libraries 33 West 23rd Street New York, NY 10010 Tel (212) 463-0400 x230 Fax (212) 627-3197 yitzchas at touro.edu Matthew Seaman wrote: > ALTER TABLE sessions MODIFY a_session longblob ; -------------- next part -------------- An HTML attachment was scrubbed... URL: From d0t101101 at hotmail.com Tue Jan 15 16:58:41 2008 From: d0t101101 at hotmail.com (. .) Date: Tue, 15 Jan 2008 21:58:41 +0000 Subject: [rt-users] Hide custom field in create.html Message-ID: Hello, I'm using RT 3.6.1, and need to hide a particular custom field from the ticket creation process. This field is still needed by all users, so I can't use the 'see custom field' permission - otherwise users won't be able to see it in the ticket display. Any suggestions would be much appreciated. . _________________________________________________________________ Get the power of Windows + Web with the new Windows Live. http://www.windowslive.com?ocid=TXT_TAGHM_Wave2_powerofwindows_012008 -------------- next part -------------- An HTML attachment was scrubbed... URL: From yitzchas at touro.edu Tue Jan 15 17:15:14 2008 From: yitzchas at touro.edu (Yitzchak Schaffer) Date: Tue, 15 Jan 2008 17:15:14 -0500 Subject: [rt-users] Repeat login requests under FreeBSD In-Reply-To: <478D2684.7060001@touro.edu> References: <478D1830.9060707@touro.edu> <478D2044.2020309@thebunker.net> <478D2684.7060001@touro.edu> Message-ID: <478D3072.6030908@touro.edu> Heh, fixed - in trying to set up mod_perl earlier, I followed a howto that mentioned using taint mode - which doesn't work with the Session modules. Now all appears to be shipshape. Thanks for your help! Yitzchak Schaffer Systems Librarian Touro College Libraries 33 West 23rd Street New York, NY 10010 Tel (212) 463-0400 x230 Fax (212) 627-3197 yitzchas at touro.edu Yitzchak Schaffer wrote: > When I make that change and restart Apache, I see the following in > /var/logs/httpd-error.log: > > [Wed Jan 16 02:25:33 2008] [notice] caught SIGTERM, shutting down > [Wed Jan 16 02:25:53 2008] [error] Insecure dependency in unlink while > running with -T switch at /usr/local/lib/perl5/5.8.8/File/Path.pm line > 267.\nCompilation failed in require at (eval 6) line 1.\n > [Wed Jan 16 02:25:53 2008] [error] Can't load Perl file: > /usr/local/rt3/bin/webmux.pl for server libtest.touro.edu:0, exiting... > > Yitzchak Schaffer > Systems Librarian > Touro College Libraries > 33 West 23rd Street > New York, NY 10010 > Tel (212) 463-0400 x230 > Fax (212) 627-3197 > yitzchas at touro.edu > > > Matthew Seaman wrote: >> Yitzchak Schaffer wrote: >> >>> Greetings all -- >>> >>> I managed to get RT 3.6.5 running under FreeBSD 6.2, MySQL and Apache >>> 2.2 with mod_perl via the rt36, mysql50-server, apache22, and mod_perl2 >>> ports. When I fire up Apache and login as root, I can follow links, but >>> I have to re-enter the login at each link. I'm using Firefox 2.0.0.11 >>> and IE6, and I see a cookie called RT_SID_...... >>> >>> I didn't encounter this problem when I installed from RT source under >>> Debian with comparable packages and config settings. Any ideas? >>> >>> Many thanks, >>> >>> >> >> I have much the same setup you do -- I found this fix on the list: >> >> ALTER TABLE sessions MODIFY a_session longblob ; >> >> which worked for me. >> >> See: http://lists.bestpractical.com/pipermail/rt-users/2006-July/040411.html >> >> Cheers, >> >> Matthew >> >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From Roy.Sowa at rcmp-grc.gc.ca Tue Jan 15 19:19:41 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Tue, 15 Jan 2008 19:19:41 -0500 Subject: [rt-users] Mysqldump 3.6.3 -> 3.6.5 ( attachments ) Message-ID: <478D074E020000AE00005C83@ACPIC-S406.a.rcmp-grc.gc.ca> The Issue does not seem to be a result of the dumping/moving of the data, but instead now seems to be due to a missing trailing slash when I click on the attachment link on a ticket. If I manually add that trailing slash the attachment is indeed there. I am using lighttpd, my lighttpd.conf does have this ... server.document-root = "/" url.redirect = ( "^/(.*)" => "https://MySERVERNAMEHERE/$1" and my RT_SiteConfig has this; Set($WebPort , 443); Set($WebBaseURL , "https://MyServerName:$WebPort"); Set($WebPath , ""); Set($WebURL , $WebBaseURL . $WebPath . "/"); I have tried adding a trailing slash to the lighttpd.conf, cleared Mason and restarted.... Still scratching my head though... -------------- next part -------------- An HTML attachment was scrubbed... URL: From Roy.Sowa at rcmp-grc.gc.ca Tue Jan 15 21:39:36 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Tue, 15 Jan 2008 21:39:36 -0500 Subject: [rt-users] Mysqldump 3.6.3 -> 3.6.5 ( attachments ) Resolved Message-ID: <478D2818020000AE00005C8C@ACPIC-S406.a.rcmp-grc.gc.ca> Sorry for the confusing post, ( stumbling as I learn ) To fix my issue I have added a url rewrite to my lighttpd.conf to ensure that a trailing slash is added when an attachment link is followed; url.rewrite = ( "^(.*)/Ticket/Attachment/(.*)" => "/$1/Ticket/Attachment/$2/" ) Now things seem to be back on track. Thanks for your patience Roy The Issue does not seem to be a result of the dumping/moving of the data, but instead now seems to be due to a missing trailing slash when I click on the attachment link on a ticket. If I manually add that trailing slash the attachment is indeed there. I am using lighttpd, my lighttpd.conf does have this ... server.document-root = "/" url.redirect = ( "^/(.*)" => "https://MySERVERNAMEHERE/$1" ( 'https://myservernamehere/$1"' ) and my RT_SiteConfig has this; Set($WebPort , 443); Set($WebBaseURL , "https://MyServerName:$WebPort" ( 'https://myservername:$WebPort"/' )); Set($WebPath , ""); Set($WebURL , $WebBaseURL . $WebPath . "/"); I have tried adding a trailing slash to the lighttpd.conf, cleared Mason and restarted.... Still scratching my head though... -------------- next part -------------- An HTML attachment was scrubbed... URL: From smccreadie at CanyonPartners.com Wed Jan 16 02:05:24 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Tue, 15 Jan 2008 23:05:24 -0800 Subject: [rt-users] Disable Auto reply message for a group Message-ID: <6A8A671AFE630144BC8AE1D84E6700B802FCD8@SR-ES-EMAIL01.canyonpartners.local> Hello, I've been looking through the wiki and mailing lists trying to find a solution to this with no success. I'm sure it's very simple, I'm just new to this. I need to disable the default Auto reply scrip for only my Helpdesk team, that way all the unprivileged users will still receive the Auto reply, but not the HelpDesk team when they create a ticket. I tried adding this custom condition to the default scrip and was able to disable it for one email address, but im hoping there is an easy way to check group membership. Thanks in advance for all the help. if ( $self->TransactionObj->Type eq "Create" && $self->TicketObj->RequestorAddresses() =~ /MyName\@MyCompany\.com/ { return undef; } else { return 1; Sean McCreadie IT Support Canyon Partners, LLC 310 858 4288 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Jan 16 05:52:52 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 16 Jan 2008 13:52:52 +0300 Subject: [rt-users] UPDATE sessions query In-Reply-To: <4789B137.8000906@gaiaonline.com> References: <477EC9EC.4040704@gaiaonline.com> <4789B137.8000906@gaiaonline.com> Message-ID: <589c94400801160252p3118f8b6gbe66966268a187e8@mail.gmail.com> Hmm... Do you show unlimited results of that search? 12k tickets on one page? or it's paged results with XX tickets in results and 12k in total? On Jan 13, 2008 9:35 AM, Dan Stilts wrote: > Figured I would try this one more time...anyone have any ideas on this? > > Thanks, > Dan > > > Dan Stilts wrote: > > Hi All, > > > > We are running into a problem with one of our Queues which has around > > ~12,000 new and open tickets in it. When clicking on the Queue from the > > 'Queues I administer' it finds 12,122 tickets (at the moment), which is > > fine and that page comes up nice and speedy (as speedy as expected with > > that many tickets found anyway). The problem comes up when clicking on > > any of the tickets on that resulting page though. Average time to > > display the page is around 15-20 seconds. > > > > I enabled mysql logging so I could see what is going on when I click on > > one of those tickets and it ends up resulting in about a 1MB "UPDATE > > sessions SET a_session =" query being performed. Then each time you go > > "Back" to the results page and click on another ticket, it has to update > > that session again. > > > > I understand the reason this is so large is because it's storing the > > information about those ~12k tickets so you can do your First, Last, > > Previous and Next's when you go into that ticket. > > > > Does anyone have any suggestions for something I can do speed this up? > > Or is there an easy way to place a hard limit of the number of results > > stored in the session? > > > > I would think file based sessions would speed this up, but unfortunately > > that won't work for us as we are running two RT servers in a round robin > > setup, so the session would invalid depending on which server they ended > > up on during each new page. > > > > System info: > > > > RT 3.6.4 (also tried 3.6.6RC2, but no improvement) > > MySQL 5.0.22 > > Apache 2.2.3 > > DBIx::SearchBuilder 1.50 > > > > Thanks! > > > > -Dan > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December 31, we'll take > > up to 20 percent off the price. This sale won't last long, so get in > > touch today. Email us at sales at bestpractical.com or call us at +1 617 > > 812 0745. > > > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > > a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Juergen.Wendler at dimdi.de Wed Jan 16 07:49:10 2008 From: Juergen.Wendler at dimdi.de (=?iso-8859-1?Q?=22Wendler=2C_J=FCrgen=22?=) Date: Wed, 16 Jan 2008 13:49:10 +0100 Subject: [rt-users] Ticket history and Website issue Message-ID: <2F0661D6B097BE4192927FB2171E7A29FDA7B4@galilei.pcnetz.dimdi.de> Hello Folks, I'm running RT 3.6.1-4 on a Debian Etch Linux with Apache2 with mod_perl2 and mysql 5 and it showas a strange behaviour. I got a Ticket where the History isn't shown on the Web Site. The Correspond E-Mails from this Ticket show the right Content and also the database contains the whole History. I did several things to figure out where the Problem exactly is, but I got no success: - Dumped the Database and installed an equal RT with same System on a Testbox - Disabled all Scrips (global and local ones) - Disabled the Queue related Custom Fields - Set the RT Log Level to debug After this I tried to correspond with the Ticket via E-Mail and via Website. The History is stored in the database but still won't get displayed at the Website. The Log File doesn't show any warnings or errors. Someone has an idea how to fix this behaviour or can someone point me to the right direction to fix it myself? Greetz, Jurgen -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Jan 16 08:58:00 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 16 Jan 2008 14:58:00 +0100 Subject: [rt-users] Ticket history and Website issue In-Reply-To: <2F0661D6B097BE4192927FB2171E7A29FDA7B4@galilei.pcnetz.dimdi.de> References: <2F0661D6B097BE4192927FB2171E7A29FDA7B4@galilei.pcnetz.dimdi.de> Message-ID: <20080116135800.GP4967@easter-eggs.com> On Wed, Jan 16, 2008 at 01:49:10PM +0100, "Wendler, J?rgen" wrote: > Hello Folks, > > > > I'm running RT 3.6.1-4 on a Debian Etch Linux with Apache2 with mod_perl2 and mysql 5 and it showas a strange behaviour. > > > > I got a Ticket where the History isn't shown on the Web Site. > I had a similar problem, it was due to a bug of an non mandatory dependency of RT (I think it was Text::Quoted, not sure). After _removing_ this module, no more problem. From ntyni+rt-users at mappi.helsinki.fi Wed Jan 16 09:18:22 2008 From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni) Date: Wed, 16 Jan 2008 16:18:22 +0200 Subject: [rt-users] Ticket history and Website issue In-Reply-To: <20080116135800.GP4967@easter-eggs.com> References: <2F0661D6B097BE4192927FB2171E7A29FDA7B4@galilei.pcnetz.dimdi.de> <20080116135800.GP4967@easter-eggs.com> Message-ID: <20080116141822.GA3802@rebekka> On Wed, Jan 16, 2008 at 02:58:00PM +0100, Emmanuel Lacour wrote: > On Wed, Jan 16, 2008 at 01:49:10PM +0100, "Wendler, J?rgen" wrote: > > I'm running RT 3.6.1-4 on a Debian Etch Linux with Apache2 with mod_perl2 and mysql 5 and it showas a strange behaviour. > > I got a Ticket where the History isn't shown on the Web Site. > I had a similar problem, it was due to a bug of an non mandatory > dependency of RT (I think it was Text::Quoted, not sure). After > _removing_ this module, no more problem. Yes, that's a Perl bug affecting Text::Quoted. Unfortunately Text::Quoted is still mandatory with RT 3.6.1; you'll have to edit a Mason file to disable it. >From NOTES.Debian starting with request-tracker3.6 3.6.4-1 (ie. added after Etch): INCOMPLETE DISPLAY OF TICKET CONTENTS ------------------------------------- If you can't see all the content of your tickets, you may be hitting a Perl bug that makes it crash with some UTF-8 data sequences. See http://rt.perl.org/rt3/Public/Bug/Display.html?id=40989 . Starting with 3.6.3, a workaround is to remove the libtext-quoted-perl package. Another workaround is to copy /usr/share/request-tracker3.6/html/Ticket/Elements/ShowTransactionAttachments into /usr/local/share/request-tracker3.6/html/Ticket/Elements/ShowTransactionAttachments and comment out the Text::Quoted call in the local copy. I believe the bug is fixed in the recently-released Perl 5.10, which should get into the next Debian release. Hope this helps, -- Niko Tyni ntyni at debian.org From sven.sternberger at desy.de Wed Jan 16 08:28:33 2008 From: sven.sternberger at desy.de (Sven Sternberger) Date: Wed, 16 Jan 2008 14:28:33 +0100 Subject: [rt-users] Ticket history and Website issue In-Reply-To: <2F0661D6B097BE4192927FB2171E7A29FDA7B4@galilei.pcnetz.dimdi.de> References: <2F0661D6B097BE4192927FB2171E7A29FDA7B4@galilei.pcnetz.dimdi.de> Message-ID: <1200490113.5737.2.camel@pcx4546.desy.de> Hi! I would suggest that you look if you have a recent version of Text::Quoted htere was an issue with older versions, which show "vanished" text only in web-ui If this is okay I would try look at the content maybe there is some strange chars in it good luck sven On Mi, 2008-01-16 at 13:49 +0100, "Wendler, J?rgen" wrote: > Hello Folks, > > > > I?m running RT 3.6.1-4 on a Debian Etch Linux with Apache2 with > mod_perl2 and mysql 5 and it showas a strange behaviour. > > > > I got a Ticket where the History isn?t shown on the Web Site. > > The Correspond E-Mails from this Ticket show the right Content and > also the database contains the whole History. > > I did several things to figure out where the Problem exactly is, but I > got no success: > > > > - Dumped the Database and installed an equal RT with same > System on a Testbox > > - Disabled all Scrips (global and local ones) > > - Disabled the Queue related Custom Fields > > - Set the RT Log Level to debug > > > > After this I tried to correspond with the Ticket via E-Mail and via > Website. The History is stored in the database but still > > won?t get displayed at the Website. > > > > The Log File doesn?t show any warnings or errors. > > > > Someone has an idea how to fix this behaviour or can someone point me > to the right direction to fix it myself? > > > > Greetz, > > > > Jurgen > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From sturner at MIT.EDU Wed Jan 16 09:40:58 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 16 Jan 2008 09:40:58 -0500 Subject: [rt-users] Disable Auto reply message for a group In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B802FCD8@SR-ES-EMAIL01.canyo npartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B802FCD8@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <6.2.3.4.2.20080116093731.046b2ac0@po14.mit.edu> At Wednesday 1/16/2008 02:05 AM, Sean McCreadie wrote: >Hello, > >I've been looking through the wiki and mailing lists trying to find >a solution to this with no success. I'm sure it's very simple, I'm >just new to this. I need to disable the default Auto reply scrip >for only my Helpdesk team, that way all the unprivileged users will >still receive the Auto reply, but not the HelpDesk team when they >create a ticket. I tried adding this custom condition to the >default scrip and was able to disable it for one email address, but >im hoping there is an easy way to check group membership. Thanks in >advance for all the help. > >if ( $self->TransactionObj->Type eq "Create" && > $self->TicketObj->RequestorAddresses() =~ /MyName\@MyCompany\.com/ >{ > return undef; >} else { > return 1; > Sean, 1. Did you also set the Condition drop-down entry to 'User defined' ? 2. Check the RT log for error messages. 3. Also, to help debug, you can put this kind of thing in the code: $RT::Logger->debug("Email is from Help Desk" ); these messages show up in the log. Steve From terence at deeproot.co.in Wed Jan 16 09:41:40 2008 From: terence at deeproot.co.in (Terence Monteiro) Date: Wed, 16 Jan 2008 20:11:40 +0530 Subject: [rt-users] LDAP AD configuration Message-ID: <20080116201140.5166d752@teribox.holyfamily.in> Hello, Just wanted to thank the people who provided the User overlay and configuration for LDAP authentication. I was able to integrate Active Directory it for a client. However, I found the $LdapAutoCreateNonLdapUsers flag comment misleading. When the flag is set, users are created in the RT database for users who are present in LDAP and have successfully authenticated, but who are not present in the RT DB. # Should we create accounts for users who aren't in LDAP? Set($LdapAutoCreateNonLdapUsers, 1); It seems to me that the comment should indicate that the user is in fact in LDAP (,but not in the RT DB). I copied the configuration settings from: http://wiki.bestpractical.com/view/LdapSiteConfigSettingsForActiveDirectory -- Thanks and Regards, Terence Monteiro. DeepRoot Linux, Ph: +91 (80) 4112 4784 / 85. From smccreadie at CanyonPartners.com Wed Jan 16 09:49:53 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Wed, 16 Jan 2008 06:49:53 -0800 Subject: [rt-users] Disable Auto reply message for a group References: <6A8A671AFE630144BC8AE1D84E6700B802FCD8@SR-ES-EMAIL01.canyonpartners.local> <6.2.3.4.2.20080116093731.046b2ac0@po14.mit.edu> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B802FCDA@SR-ES-EMAIL01.canyonpartners.local> Stephen, Thank you for getting back to me on this, yes I did set the condition to user defined and I was able to get the scrip to work in that it will not Autoreply to the the one email address I specify. I would like to be able to have it not send the Autoreply to an entire group but I don't know how to write the code for that. I tried to list all the email addresses in my helpdesk group individually and wasn't able to get that going either, I know its just a syntax error. Thanks for the debugging bit also. Sean -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stephen Turner Sent: Wednesday, January 16, 2008 6:41 AM To: Sean McCreadie; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Disable Auto reply message for a group At Wednesday 1/16/2008 02:05 AM, Sean McCreadie wrote: >Hello, > >I've been looking through the wiki and mailing lists trying to find >a solution to this with no success. I'm sure it's very simple, I'm >just new to this. I need to disable the default Auto reply scrip >for only my Helpdesk team, that way all the unprivileged users will >still receive the Auto reply, but not the HelpDesk team when they >create a ticket. I tried adding this custom condition to the >default scrip and was able to disable it for one email address, but >im hoping there is an easy way to check group membership. Thanks in >advance for all the help. > >if ( $self->TransactionObj->Type eq "Create" && > $self->TicketObj->RequestorAddresses() =~ /MyName\@MyCompany\.com/ >{ > return undef; >} else { > return 1; > Sean, 1. Did you also set the Condition drop-down entry to 'User defined' ? 2. Check the RT log for error messages. 3. Also, to help debug, you can put this kind of thing in the code: $RT::Logger->debug("Email is from Help Desk" ); these messages show up in the log. Steve _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From gleduc at mail.sdsu.edu Wed Jan 16 11:50:46 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 16 Jan 2008 08:50:46 -0800 Subject: [rt-users] Disable Auto reply message for a group In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B802FCDA@SR-ES-EMAIL01.canyo npartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B802FCD8@SR-ES-EMAIL01.canyonpartners.local> <6.2.3.4.2.20080116093731.046b2ac0@po14.mit.edu> <6A8A671AFE630144BC8AE1D84E6700B802FCDA@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <6.2.1.2.2.20080116083708.0291d150@mail.sdsu.edu> Hi Sean, Are the addresses you want to exclude members of an RT group, or is there some other way of identifying them (like bob at helpdesk.mycompany.com)? If they are members of an RT group, it's not difficult to check to see if an address is a group member. You can use the group's MemberEmailAddresses() or MemberEmailAddressesAsString() methods to grab the members of the group and then check to see if your address is in there. The first returns an array of addresses and the second returns a string. Regards, Gene At 06:49 AM 1/16/2008, Sean McCreadie wrote: >Stephen, > >Thank you for getting back to me on this, yes I did set the condition to >user defined and I was able to get the scrip to work in that it will not >Autoreply to the the one email address I specify. I would like to be >able to have it not send the Autoreply to an entire group but I don't >know how to write the code for that. I tried to list all the email >addresses in my helpdesk group individually and wasn't able to get that >going either, I know its just a syntax error. Thanks for the debugging >bit also. > >Sean > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com >[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stephen >Turner >Sent: Wednesday, January 16, 2008 6:41 AM >To: Sean McCreadie; rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Disable Auto reply message for a group > >At Wednesday 1/16/2008 02:05 AM, Sean McCreadie wrote: > >Hello, > > > >I've been looking through the wiki and mailing lists trying to find > >a solution to this with no success. I'm sure it's very simple, I'm > >just new to this. I need to disable the default Auto reply scrip > >for only my Helpdesk team, that way all the unprivileged users will > >still receive the Auto reply, but not the HelpDesk team when they > >create a ticket. I tried adding this custom condition to the > >default scrip and was able to disable it for one email address, but > >im hoping there is an easy way to check group membership. Thanks in > >advance for all the help. > > > >if ( $self->TransactionObj->Type eq "Create" && > > $self->TicketObj->RequestorAddresses() =~ >/MyName\@MyCompany\.com/ > >{ > > return undef; > >} else { > > return 1; > > > > >Sean, > >1. Did you also set the Condition drop-down entry to 'User defined' ? > >2. Check the RT log for error messages. > >3. Also, to help debug, you can put this kind of thing in the code: > >$RT::Logger->debug("Email is from Help Desk" ); > >these messages show up in the log. > >Steve > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From yitzchas at touro.edu Wed Jan 16 12:02:52 2008 From: yitzchas at touro.edu (Yitzchak Schaffer) Date: Wed, 16 Jan 2008 12:02:52 -0500 Subject: [rt-users] Custom field values from external DB Message-ID: <478E38BC.7020109@touro.edu> Greetings: Has anyone added custom fields where the choices are taken from a query against an outside database, perhaps by modifying the RT code? I didn't see anything about this in the docs, and it didn't seem like "Include page" in the CF modification screen would be able to achieve this. If not, where should I look in the source code - share/html/Elements/EditCustomField seems like a good starting spot. Thank you very much, -- Yitzchak Schaffer Systems Librarian Touro College Libraries 33 West 23rd Street New York, NY 10010 Tel (212) 463-0400 x230 Fax (212) 627-3197 yitzchas at touro.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From dstilts at gaiaonline.com Wed Jan 16 12:02:51 2008 From: dstilts at gaiaonline.com (Dan Stilts) Date: Wed, 16 Jan 2008 09:02:51 -0800 Subject: [rt-users] UPDATE sessions query In-Reply-To: <589c94400801160252p3118f8b6gbe66966268a187e8@mail.gmail.com> References: <477EC9EC.4040704@gaiaonline.com> <4789B137.8000906@gaiaonline.com> <589c94400801160252p3118f8b6gbe66966268a187e8@mail.gmail.com> Message-ID: <478E38BB.70208@gaiaonline.com> The page only contains 50 tickets, but the session contains every ticket in the 'Search' that is built, which is ~12k. Thanks, Dan Ruslan Zakirov wrote: > Hmm... Do you show unlimited results of that search? 12k tickets on > one page? or it's paged results with XX tickets in results and 12k in > total? > > On Jan 13, 2008 9:35 AM, Dan Stilts wrote: >> Figured I would try this one more time...anyone have any ideas on this? >> >> Thanks, >> Dan >> >> >> Dan Stilts wrote: >>> Hi All, >>> >>> We are running into a problem with one of our Queues which has around >>> ~12,000 new and open tickets in it. When clicking on the Queue from the >>> 'Queues I administer' it finds 12,122 tickets (at the moment), which is >>> fine and that page comes up nice and speedy (as speedy as expected with >>> that many tickets found anyway). The problem comes up when clicking on >>> any of the tickets on that resulting page though. Average time to >>> display the page is around 15-20 seconds. >>> >>> I enabled mysql logging so I could see what is going on when I click on >>> one of those tickets and it ends up resulting in about a 1MB "UPDATE >>> sessions SET a_session =" query being performed. Then each time you go >>> "Back" to the results page and click on another ticket, it has to update >>> that session again. >>> >>> I understand the reason this is so large is because it's storing the >>> information about those ~12k tickets so you can do your First, Last, >>> Previous and Next's when you go into that ticket. >>> >>> Does anyone have any suggestions for something I can do speed this up? >>> Or is there an easy way to place a hard limit of the number of results >>> stored in the session? >>> >>> I would think file based sessions would speed this up, but unfortunately >>> that won't work for us as we are running two RT servers in a round robin >>> setup, so the session would invalid depending on which server they ended >>> up on during each new page. >>> >>> System info: >>> >>> RT 3.6.4 (also tried 3.6.6RC2, but no improvement) >>> MySQL 5.0.22 >>> Apache 2.2.3 >>> DBIx::SearchBuilder 1.50 >>> >>> Thanks! >>> >>> -Dan >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>> >>> If you sign up for a new RT support contract before December 31, we'll take >>> up to 20 percent off the price. This sale won't last long, so get in >>> touch today. Email us at sales at bestpractical.com or call us at +1 617 >>> 812 0745. >>> >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >>> a copy at http://rtbook.bestpractical.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > From jesse at bestpractical.com Wed Jan 16 12:06:05 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 16 Jan 2008 12:06:05 -0500 Subject: [rt-users] Custom field values from external DB In-Reply-To: <478E38BC.7020109@touro.edu> References: <478E38BC.7020109@touro.edu> Message-ID: <20080116170604.GI4402@bestpractical.com> On Wed, Jan 16, 2008 at 12:02:52PM -0500, Yitzchak Schaffer wrote: > Greetings: > > Has anyone added custom fields where the choices are taken from a query > against an outside database, perhaps by modifying the RT code? I didn't > see anything about this in the docs, and it didn't seem like "Include > page" in the CF modification screen would be able to achieve this. If > not, where should I look in the source code - > share/html/Elements/EditCustomField seems like a good starting spot. That's a feature we've added for RT 3.8. If you're currently in development, you might want to start with RT 3.7 - we're trying to get 3.8 ready for release now (though don't have a scheduled date) > > Thank you very much, > -- > Yitzchak Schaffer > Systems Librarian > Touro College Libraries > 33 West 23rd Street > New York, NY 10010 > Tel (212) 463-0400 x230 > Fax (212) 627-3197 > yitzchas at touro.edu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From wcyoung at buffalo.edu Wed Jan 16 12:10:15 2008 From: wcyoung at buffalo.edu (Wes Young) Date: Wed, 16 Jan 2008 12:10:15 -0500 Subject: [rt-users] Custom field values from external DB In-Reply-To: <478E38BC.7020109@touro.edu> References: <478E38BC.7020109@touro.edu> Message-ID: <478E3A77.9010007@buffalo.edu> Do you need realtime updates? or can you use an action and the "rt-cron" tool to batch update the CF's. I do something similar for syncing RT to ARS (Remedy). The cron tool uses a custom search, run's the tickets through some conditions and then uses the "SyncARS.pm" action to pull down the new field values from ARS. Might be a better approach as to not put more connection load on the external databases. Yitzchak Schaffer wrote: > Greetings: > > Has anyone added custom fields where the choices are taken from a query > against an outside database, perhaps by modifying the RT code? I didn't > see anything about this in the docs, and it didn't seem like "Include > page" in the CF modification screen would be able to achieve this. If > not, where should I look in the source code - > share/html/Elements/EditCustomField seems like a good starting spot. > > Thank you very much, > -- > Yitzchak Schaffer > Systems Librarian > Touro College Libraries > 33 West 23rd Street > New York, NY 10010 > Tel (212) 463-0400 x230 > Fax (212) 627-3197 > yitzchas at touro.edu > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Wed Jan 16 12:55:18 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 16 Jan 2008 09:55:18 -0800 Subject: [rt-users] Disable Auto reply message for a group In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B802FCD8@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B802FCD8@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <478E4506.7060408@lbl.gov> Sean, Try changing the action from "Autoreply" to "Notify....". That way the person creating the ticket will not get an email but everyone else on the list will. In fact, that is the only difference between an "Autoreply" action and a "Notify" action. The notify action assumes that since you're the one doing the creating, you do not need to be bothered by an email but sends one to everyone else, whereas an "Autoreply" nails evryone on the list, period. Good Luck. Kenn LBNL On 1/15/2008 11:05 PM, Sean McCreadie wrote: > Hello, > > > > I?ve been looking through the wiki and mailing lists trying to find a > solution to this with no success. I?m sure it?s very simple, I?m just > new to this. I need to disable the default Auto reply scrip for only my > Helpdesk team, that way all the unprivileged users will still receive > the Auto reply, but not the HelpDesk team when they create a ticket. I > tried adding this custom condition to the default scrip and was able to > disable it for one email address, but im hoping there is an easy way to > check group membership. Thanks in advance for all the help. > > > > if ( $self->TransactionObj->Type eq "Create" && > > $self->TicketObj->RequestorAddresses() =~ /MyName\@MyCompany\.com/ > > { > > return undef; > > } else { > > return 1; > > > > > > > > Sean McCreadie > > IT Support > > Canyon Partners, LLC > > 310 858 4288 > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From pebomente at gmail.com Wed Jan 16 13:56:02 2008 From: pebomente at gmail.com (Pedro Bomente Filho) Date: Wed, 16 Jan 2008 16:56:02 -0200 Subject: [rt-users] Add Requestor Message-ID: <688e2b60801161056g515fc3c3j8a99cbcdb3b1ee7@mail.gmail.com> Hi, i've implanted RT in our organization and we've a problem. The RT authenticates the users through LDAP server. So, RT only create a user acount after the user sends a resquest to RT. But, RT creates user acount with the requestor email, and our LDAP BD don't authenticate user through the email address. However, how do i create user acount from login? Example: Creating Name: user from : user at domain.com Sorry my english. I don't write very well. See you, Pedro -------------- next part -------------- An HTML attachment was scrubbed... URL: From michal.rybarik at ecce.sk Wed Jan 16 13:41:33 2008 From: michal.rybarik at ecce.sk (Michal Rybarik) Date: Wed, 16 Jan 2008 19:41:33 +0100 Subject: [rt-users] How to change mail sender address in envelope Message-ID: <478E4FDD.1080604@ecce.sk> Hi, some mailservers don't accept emails from our RT. This is caused by sender address in outgoing mail envelope, which is "apache at equinox.eccenet.sk" (apache is web server and equinox.eccenet.sk is server hostname). This mail address is not valid - there is no address apache@ recipient on this server, and also, equinox.eccenet.sk is machine in corporate LAN, which has no publicly available MX record (there is another mailserver to communicate with the world, and relaying mail to and from equinox). So I want RT to put another address in the envelope, or to rewrite envelope to something else, for example somerealaddress at ecce.sk or so. I cannot find the way how to do it. Any ideas? Thanks a lot... -- Michal Rybarik ecce, s.r.o. From scarty at gmail.com Wed Jan 16 14:08:14 2008 From: scarty at gmail.com (Sharlon Carty) Date: Wed, 16 Jan 2008 15:08:14 -0400 Subject: [rt-users] How to change mail sender address in envelope In-Reply-To: <478E4FDD.1080604@ecce.sk> Message-ID: <478e5639.0508360a.53e4.ffffb9d9@mx.google.com> Just add From: whoever in your scrips. Should be the first line -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michal Rybarik Sent: Wednesday, January 16, 2008 2:42 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to change mail sender address in envelope Hi, some mailservers don't accept emails from our RT. This is caused by sender address in outgoing mail envelope, which is "apache at equinox.eccenet.sk" (apache is web server and equinox.eccenet.sk is server hostname). This mail address is not valid - there is no address apache@ recipient on this server, and also, equinox.eccenet.sk is machine in corporate LAN, which has no publicly available MX record (there is another mailserver to communicate with the world, and relaying mail to and from equinox). So I want RT to put another address in the envelope, or to rewrite envelope to something else, for example somerealaddress at ecce.sk or so. I cannot find the way how to do it. Any ideas? Thanks a lot... -- Michal Rybarik ecce, s.r.o. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From elacour at easter-eggs.com Wed Jan 16 14:24:50 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 16 Jan 2008 20:24:50 +0100 Subject: [rt-users] How to change mail sender address in envelope In-Reply-To: <478E4FDD.1080604@ecce.sk> References: <478E4FDD.1080604@ecce.sk> Message-ID: <20080116192450.GT4967@easter-eggs.com> On Wed, Jan 16, 2008 at 07:41:33PM +0100, Michal Rybarik wrote: > Hi, > > some mailservers don't accept emails from our RT. This is caused by > sender address in outgoing mail envelope, which is > "apache at equinox.eccenet.sk" (apache is web server and equinox.eccenet.sk > is server hostname). This mail address is not valid - there is no > address apache@ recipient on this server, and also, equinox.eccenet.sk > is machine in corporate LAN, which has no publicly available MX record > (there is another mailserver to communicate with the world, and relaying > mail to and from equinox). > > So I want RT to put another address in the envelope, or to rewrite > envelope to something else, for example somerealaddress at ecce.sk or so. I > cannot find the way how to do it. Any ideas? Thanks a lot... > Depending of your smtp (here postfix), you can add something like this to your RT_SiteConfig.pm: Set($SendmailArguments , '-oi -t -f""'); From sturner at MIT.EDU Wed Jan 16 14:39:23 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 16 Jan 2008 14:39:23 -0500 Subject: [rt-users] RT 3.6 Custom Field Validation Message-ID: <6.2.3.4.2.20080116143521.046c3e30@po14.mit.edu> Hello all, We will soon upgrade from RT 3.4 to 3.6, and I've been looking at the 3.6 custom field validation feature. This has raised several questions and I'd be interested to hear other people's experiences. 1. The regex format makes me nervous. We have queue admins that maintain their own CFs and I don't want them to be presented with regex values. It seems like this will generate a lot of confusion and questions. 2. The javascript combobox (custom field basics screen) for maintaining the validation specs works differently in different browsers. Opera has the most problems, but there are differences between Firefox, IE, and Safari. For example, IE shows an entry labeled '-', whereas Firefox does not. 3. There's an entry in the combobox selection list labelled '-' (value ""). I assumed that this meant "no validation", but selecting this causes the field's pattern to be set to '-'. 4. Of the supplied formats, "Digits" isn't clear to me. It seems to allow any combination of digits and '.' characters, e.g. "234.5656.2.7.23". Is that the intent? 5. "Mandatory" seems misleading. If a field is spec'd as mandatory, you can still have a ticket with no value in the field (in fact it has to be that way, otherwise email-generated tickets would be a problem). You can also do subsequent web updates to the ticket without supplying a value for the "mandatory" field. Only after you have first put a value into the field does the "mandatory" validation kick in (i.e. you can't set the field back to null). So "mandatory" means "you don't have to enter a value, but once you do, you can't clear the field", which isn't really mandatory at all. 6. Has anyone created any useful regex's beyond the supplied values? 7. We're leaning towards defining several standard validation templates and hiding them from the user behind simple descriptions. The code mods are simple and we would eliminate the exposure of regex to our users and the awkwardness/inconsistency of the javascript selection control. Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From DFleming at bottomline.com Wed Jan 16 14:48:55 2008 From: DFleming at bottomline.com (Fleming, Devin) Date: Wed, 16 Jan 2008 14:48:55 -0500 Subject: [rt-users] Ticket Approval Queue Message-ID: <2AEEF85F460E794AA3DAE7314B786B110364F93B@bt-psm-ems02.us-bottomline.root.bottomline.com> Hello, I have two queues (CMC and approvals). When a ticket comes into the CMC queue the approval ticket is created in the "approvals" queue. Everything works except I cannot see the approval ticket listed in the approval queue. I can click on the link "depended on" within the test ticket in the CMC queue and go to the approval ticket. But, I cannot see it listed in the approval queue... Anyone know why? Devin -------------- next part -------------- An HTML attachment was scrubbed... URL: From boyken at divms.uiowa.edu Wed Jan 16 14:45:01 2008 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Wed, 16 Jan 2008 13:45:01 -0600 Subject: [rt-users] RT log has wrong timezone In-Reply-To: <20080116193945.E52894D8269@diesel.bestpractical.com> References: <20080116193945.E52894D8269@diesel.bestpractical.com> Message-ID: <478E5EBD.2060800@divms.uiowa.edu> I think I've seen this mentioned somewhere, but I can't find it, so--the time stamp in our RT logs appears to be GMT, even though I've set the Timezone to our timezone in RT_SiteConfig.pm. The web interface presents everything with our timezone. Is there any way to get the logs to use the appropriate timezone? Thanks. Karl -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3257 bytes Desc: S/MIME Cryptographic Signature URL: From yitzchas at touro.edu Wed Jan 16 15:17:17 2008 From: yitzchas at touro.edu (Yitzchak Schaffer) Date: Wed, 16 Jan 2008 15:17:17 -0500 Subject: [rt-users] Custom field values from external DB In-Reply-To: <478E3A77.9010007@buffalo.edu> References: <478E38BC.7020109@touro.edu> <478E3A77.9010007@buffalo.edu> Message-ID: <478E664D.201@touro.edu> Wes: I'm not sure if we're talking about the same thing, but your suggestion gives me an idea: We have a database of subscriptions we support. We want to be able to associate those records with tickets in RT. I'm thinking we can simply run a regular cron job to sync rows in the CustomFieldValues table with the other DB. (It will also have to delete from ObjectCustomFieldValues if we delete from the other DB.) This will avoid our having to poke around in the RT code, and also will save us the DB connections, as you point out. Many thanks, Yitzchak Schaffer Systems Librarian Touro College Libraries 33 West 23rd Street New York, NY 10010 Tel (212) 463-0400 x230 Fax (212) 627-3197 yitzchas at touro.edu Wes Young wrote: > Do you need realtime updates? or can you use an action and the > "rt-cron" tool to batch update the CF's. > > I do something similar for syncing RT to ARS (Remedy). > > The cron tool uses a custom search, run's the tickets through some > conditions and then uses the "SyncARS.pm" action to pull down the new > field values from ARS. Might be a better approach as to not put more > connection load on the external databases. > > Yitzchak Schaffer wrote: >> Greetings: >> >> Has anyone added custom fields where the choices are taken from a >> query against an outside database, perhaps by modifying the RT code? >> I didn't see anything about this in the docs, and it didn't seem like >> "Include page" in the CF modification screen would be able to achieve >> this. If not, where should I look in the source code - >> share/html/Elements/EditCustomField seems like a good starting spot. >> >> Thank you very much, >> -- >> Yitzchak Schaffer >> Systems Librarian >> Touro College Libraries >> 33 West 23rd Street >> New York, NY 10010 >> Tel (212) 463-0400 x230 >> Fax (212) 627-3197 >> yitzchas at touro.edu >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From JacG at kocschool.k12.tr Wed Jan 16 15:43:35 2008 From: JacG at kocschool.k12.tr (GUBBELS Jac) Date: Wed, 16 Jan 2008 22:43:35 +0200 Subject: [rt-users] Wrong CreatorObj in resolved notification Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C23F@kl1srv4.kol.vkv> Hi, I created a scrip and template that define the notification when the status of a tickets is set to resolved (basic thing I guess). To make the notification personal I start with 'Dear {$Transaction->CreatorObj->RealName}'. The name displayed in the message however is not that of the Creator but that of the Owner of the ticket. The scrip condition is 'on resolve' and the stage is 'TransactionCreate'. Do I make an obvious mistake? Someone will probably have a hunge... Thanks for your replies and this vivid mailing list, it's archives have already proved very helpful! -- Jac PS: in the autoreply upon ticket creation the same does work! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Jan 16 16:07:17 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 17 Jan 2008 00:07:17 +0300 Subject: [rt-users] RT log has wrong timezone In-Reply-To: <478E5EBD.2060800@divms.uiowa.edu> References: <20080116193945.E52894D8269@diesel.bestpractical.com> <478E5EBD.2060800@divms.uiowa.edu> Message-ID: <589c94400801161307i16641ac1gd4c5029f94c1b641@mail.gmail.com> Log via syslog. Logging into file is in GMT to be consistent with DB. And the latter is not recommended as may cause permissions problems when RT is used in scripts and/or cronjobs. On Jan 16, 2008 10:45 PM, Karl Boyken wrote: > I think I've seen this mentioned somewhere, but I can't find it, so--the > time stamp in our RT logs appears to be GMT, even though I've set the > Timezone to our timezone in RT_SiteConfig.pm. The web interface > presents everything with our timezone. Is there any way to get the logs > to use the appropriate timezone? Thanks. > > Karl > > -- > Karl Boyken, system administrator > karl-boyken at uiowa.edu > 303A MLH, Dept. of Comp. Sci. > http://www.cs.uiowa.edu/~boyken/ > The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) > 319-335-3668 (fax) > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From elacour at easter-eggs.com Wed Jan 16 16:14:25 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 16 Jan 2008 22:14:25 +0100 Subject: [rt-users] RT log has wrong timezone In-Reply-To: <478E5EBD.2060800@divms.uiowa.edu> References: <20080116193945.E52894D8269@diesel.bestpractical.com> <478E5EBD.2060800@divms.uiowa.edu> Message-ID: <20080116211425.GU4967@easter-eggs.com> On Wed, Jan 16, 2008 at 01:45:01PM -0600, Karl Boyken wrote: > I think I've seen this mentioned somewhere, but I can't find it, so--the > time stamp in our RT logs appears to be GMT, even though I've set the > Timezone to our timezone in RT_SiteConfig.pm. The web interface > presents everything with our timezone. Is there any way to get the logs > to use the appropriate timezone? Thanks. > As of 3.6.5 you have to edit lib/RT.pm to modify the function "InitLogging" which uses gmtime(time). From todd at chaka.net Wed Jan 16 16:15:05 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 16 Jan 2008 16:15:05 -0500 Subject: [rt-users] Wrong CreatorObj in resolved notification In-Reply-To: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C23F@kl1srv4.kol.vkv> References: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C23F@kl1srv4.kol.vkv> Message-ID: <519782dc0801161315h324ae16cj5bd97f0ef68f5b0d@mail.gmail.com> $Transaction->CreatorObj returns the creator of the transaction, not the ticket. On 1/16/08, GUBBELS Jac wrote: > > Hi, > I created a scrip and template that define the notification when the > status of a tickets is set to resolved (basic thing I guess). To make the > notification personal I start with 'Dear > {$Transaction->CreatorObj->RealName}'. The name displayed in the message > however is not that of the Creator but that of the Owner of the ticket. The > scrip condition is 'on resolve' and the stage is 'TransactionCreate'. Do I > make an obvious mistake? Someone will probably have a hunge... > > Thanks for your replies and this vivid mailing list, it's archives have > already proved very helpful! > > -- Jac > > PS: in the autoreply upon ticket creation the same does work! > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 rwahyudi at gmail.com Wed Jan 16 18:07:54 2008 From: rwahyudi at gmail.com (R Wahyudi) Date: Thu, 17 Jan 2008 10:07:54 +1100 Subject: [rt-users] Ticket forward,custom field and reporting Message-ID: <9173fd7e0801161507k5ad301fbi235d7c7d9a7b2f32@mail.gmail.com> Hi All, I've setup RT ticketing system to track product warranty and complaint for a small retail business. So far their response has been very positive and within 2 weeks of implementing RT we've receive few positive feedback from customer. Thank you RT !!! My next task is to setup a reporting system so that we can forward and provide evidence to the supplier of faulty items. Here is what I've setup : Customer is entering their details via web form : http://cms.atomik.com.au/fault. This information then sent via email to gmail account. Every 5 minutes I have a fetchmail running of crontab to fetch email from gmail and pass it to RT. I am using RT 3.6.5. Information sent is in text format, so we can only search for customer email address and customer name (which get displayed on the subject). 1. Do you guys have any suggestion, example, or pointers on how to setup RT so it recognize some field (eg phone number or invoice number ) so that we can search it ? 2. How do I customize the field in : "More about " window. currently its only showing tickets thats have new or open status. I want to list 10 of user ticket no matter what the ticket status. How can I do this ? 3. What is the best way to send a report to manufacturer including the history of what we did ? Different product comes from different manufacturer. Any help or pointer will be much appreciated !! Rianto Wahyudi d From ocraig at stillsecure.com Wed Jan 16 19:44:03 2008 From: ocraig at stillsecure.com (Ole Craig) Date: Wed, 16 Jan 2008 17:44:03 -0700 Subject: [rt-users] CF type for dates or timestamps Message-ID: <1200530643.3927.84.camel@localhost.localdomain> It would be Really Nice(tm) to have a "timestamp" or "date" type for custom fields that allowed the same comparison operations as RT's built-in date fields (Created, Resolved, Updated, &etc) and translated (as the builtins do) to/from human-parseable entry and display. Is this on the roadmap anywhere in RT's future? Reasons I want such a thing: * I need to do end-of-day, end-of-week, end-of-month, and end-of-quarter ticket counts that show how many tickets were created or resolved within the specified period, as well as a count of how many unresolved tickets were in each state as of the cutoff. I can do this with saved searches after a fashion, but I'm getting flak from management because the numbers don't add up (i.e. they're not amenable to double-entry accounting.) If a customer opens a ticket on Monday and we mark it resolved on Tuesday, and then on Wednesday the customer reopens it, the end-of-day counts on Wednesday will show an extra ticket -- in other words, Wednesday's EOD open total should be equal to Tuesday's EOD plus the number of new tickets created on Wednesday and minus the number of tickets resolved on Wednesday, but instead it shows one over because of the reopened ticket (which wasn't Created on Wednesday so it doesn't show up as a new ticket.) If I could auto-set a CF with a timestamp whenever a ticket moves from a resolved state to an open state, I could simply add a column in my report for "reopened today" and the numbers would line up. * It would allow me (in conjunction with bin/rt or crontool) to implement a "stalled until" field where I could automatically un-stall a stalled ticket after a certain amount of time has passed. Thoughts? Ole -- /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com From sturner at MIT.EDU Wed Jan 16 21:12:50 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 16 Jan 2008 21:12:50 -0500 Subject: [rt-users] CF type for dates or timestamps In-Reply-To: <1200530643.3927.84.camel@localhost.localdomain> References: <1200530643.3927.84.camel@localhost.localdomain> Message-ID: <20080116211250.bzszeq0be31ck8o8@webmail.mit.edu> Quoting Ole Craig : > * It would allow me (in conjunction with bin/rt or crontool) to > implement a "stalled until" field where I could automatically > un-stall a stalled ticket after a certain amount of time has > passed. > > > Thoughts? > Ole > For the last part, we do exactly this using the ticket 'starts' field. We don't use this field for anything else, so it's ideal for a 'stalled until' date. We have a crontool job that finds stalled tickets whose 'stalled until' date has passed and reopens them. Steve From elacour at easter-eggs.com Thu Jan 17 01:54:00 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 17 Jan 2008 07:54:00 +0100 Subject: [rt-users] CF type for dates or timestamps In-Reply-To: <1200530643.3927.84.camel@localhost.localdomain> References: <1200530643.3927.84.camel@localhost.localdomain> Message-ID: <20080117065400.GA27004@easter-eggs.com> On Wed, Jan 16, 2008 at 05:44:03PM -0700, Ole Craig wrote: > It would be Really Nice(tm) to have a "timestamp" or "date" type for > custom fields that allowed the same comparison operations as RT's > built-in date fields (Created, Resolved, Updated, &etc) and translated > (as the builtins do) to/from human-parseable entry and display. Is this > on the roadmap anywhere in RT's future? > Not yet in RT core, but I made a patch which does this: http://rt3.fsck.com/Ticket/Display.html?id=8721&user=guest&pass=guest From ocraig at stillsecure.com Thu Jan 17 02:12:24 2008 From: ocraig at stillsecure.com (Ole Craig) Date: Thu, 17 Jan 2008 00:12:24 -0700 Subject: [rt-users] CF type for dates or timestamps In-Reply-To: <20080117065400.GA27004@easter-eggs.com> References: <1200530643.3927.84.camel@localhost.localdomain> <20080117065400.GA27004@easter-eggs.com> Message-ID: <1200553944.3927.111.camel@localhost.localdomain> On Thu, 2008-01-17 at 07:54 +0100, Emmanuel Lacour wrote: > On Wed, Jan 16, 2008 at 05:44:03PM -0700, Ole Craig wrote: > > It would be Really Nice(tm) to have a "timestamp" or "date" type for > > custom fields [...] > > Not yet in RT core, but I made a patch which does this: > > http://rt3.fsck.com/Ticket/Display.html?id=8721&user=guest&pass=guest You are my hero! Thanks tons, Ole -- /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3802 main support line 303-381-3824 my voicemail 303-381-3880 fax www.stillsecure.com From pebomente at gmail.com Thu Jan 17 09:01:25 2008 From: pebomente at gmail.com (Pedro Bomente Filho) Date: Thu, 17 Jan 2008 12:01:25 -0200 Subject: [rt-users] Add User by email Message-ID: <688e2b60801170601r2bc42eadu461191742e2eafab@mail.gmail.com> Hello, How do i add users by email, creating the user name from: >From field of email address that sent the request to RT: test at domai.com User created by RT: test Did you underdand? Thank you, Pedro -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Thu Jan 17 11:17:15 2008 From: vivek at khera.org (Vivek Khera) Date: Thu, 17 Jan 2008 11:17:15 -0500 Subject: [rt-users] How to change mail sender address in envelope In-Reply-To: <478e5639.0508360a.53e4.ffffb9d9@mx.google.com> References: <478e5639.0508360a.53e4.ffffb9d9@mx.google.com> Message-ID: <55F8BF19-4627-4D1B-B91E-C840475BD8CE@khera.org> On Jan 16, 2008, at 2:08 PM, Sharlon Carty wrote: > Just add From: whoever in your scrips. > Should be the first line That doesn't change the envelope sender. You need to add the -f flag to the sendmail command line when using the sendmail program to inject messages. Not sure how to do it if you're using SMTP to inject messages. From smccreadie at CanyonPartners.com Thu Jan 17 11:48:45 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Thu, 17 Jan 2008 08:48:45 -0800 Subject: [Junk released by User action] Re: [rt-users] Disable Auto reply message for a group References: <6A8A671AFE630144BC8AE1D84E6700B802FCD8@SR-ES-EMAIL01.canyonpartners.local> <478E4506.7060408@lbl.gov> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B802FCE9@SR-ES-EMAIL01.canyonpartners.local> Kenn, Thanks for the tip on those actions, I didn't think about that before. I guess im still a little stuck on this because I need to be able to disable the Autoreply action for only those members of my RT group called "Helpdesk" and still have it work for all the unprivileged users. Gene replied with a way to check group membership in a custom condition, I think this is the way to go, but I can't seem to get the syntax right to get it to work. Maybe there is a way to write in a custom condition to return undef if the requestor is a privileged user? Perhaps I can just list all the email addresses of the members of my helpdesk group in the custom condition? , as there are only about 10 members. I was able to get it to work for one email address (I pasted the code in the original post) but I couldn't figure out how ot list several addresses. Thanks again for all the help on this, I have learned a lot so far off this mailing list and hope to contribute more as I get more experience with RT. Sean -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, January 16, 2008 9:55 AM To: Sean McCreadie Cc: rt-users at lists.bestpractical.com Subject: [Junk released by User action] Re: [rt-users] Disable Auto reply message for a group Sean, Try changing the action from "Autoreply" to "Notify....". That way the person creating the ticket will not get an email but everyone else on the list will. In fact, that is the only difference between an "Autoreply" action and a "Notify" action. The notify action assumes that since you're the one doing the creating, you do not need to be bothered by an email but sends one to everyone else, whereas an "Autoreply" nails evryone on the list, period. Good Luck. Kenn LBNL On 1/15/2008 11:05 PM, Sean McCreadie wrote: > Hello, > > > > I've been looking through the wiki and mailing lists trying to find a > solution to this with no success. I'm sure it's very simple, I'm just > new to this. I need to disable the default Auto reply scrip for only my > Helpdesk team, that way all the unprivileged users will still receive > the Auto reply, but not the HelpDesk team when they create a ticket. I > tried adding this custom condition to the default scrip and was able to > disable it for one email address, but im hoping there is an easy way to > check group membership. Thanks in advance for all the help. > > > > if ( $self->TransactionObj->Type eq "Create" && > > $self->TicketObj->RequestorAddresses() =~ /MyName\@MyCompany\.com/ > > { > > return undef; > > } else { > > return 1; > > > > > > > > Sean McCreadie > > IT Support > > Canyon Partners, LLC > > 310 858 4288 > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From elacour at easter-eggs.com Thu Jan 17 12:18:18 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 17 Jan 2008 18:18:18 +0100 Subject: [Junk released by User action] Re: [rt-users] Disable Auto reply message for a group In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B802FCE9@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B802FCD8@SR-ES-EMAIL01.canyonpartners.local> <478E4506.7060408@lbl.gov> <6A8A671AFE630144BC8AE1D84E6700B802FCE9@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <20080117171818.GM1031@easter-eggs.com> On Thu, Jan 17, 2008 at 08:48:45AM -0800, Sean McCreadie wrote: > Kenn, > > Thanks for the tip on those actions, I didn't think about that before. > I guess im still a little stuck on this because I need to be able to > disable the Autoreply action for only those members of my RT group > called "Helpdesk" and still have it work for all the unprivileged users. > Gene replied with a way to check group membership in a custom condition, > I think this is the way to go, but I can't seem to get the syntax right > to get it to work. Maybe there is a way to write in a custom condition > to return undef if the requestor is a privileged user? Perhaps I can > just list all the email addresses of the members of my helpdesk group in > the custom condition? , as there are only about 10 members. I was able > to get it to work for one email address (I pasted the code in the > original post) but I couldn't figure out how ot list several addresses. > Thanks again for all the help on this, I have learned a lot so far off > this mailing list and hope to contribute more as I get more experience > with RT. > Once you have an array with your helpdesk users emails, uses something like this: if ( $self->TransactionObj->Type eq "Create" ) { my @HelpDeskMembersEmails = FIXME; my $requestor = $self->TicketObj->RequestorAddresses(); if (grep{ lc($requestor) eq lc($_)} @HelpDeskMembersEmails) { return undef; } } return 1; From elw at brandorr.com Thu Jan 17 12:26:22 2008 From: elw at brandorr.com (Elijah Wright) Date: Thu, 17 Jan 2008 12:26:22 -0500 Subject: [rt-users] help: copy the original request to adminCC of the new queue on QueueChange Message-ID: <57babe2b0801170926w1c49e23bw307ae3a62c64cb4c@mail.gmail.com> Hi, We're sort of new to RT configuration, and could use a little assistance. We have a custom scrip in our RT setup that notifies an AdminCC on QueueChange. Straightforward so far... right? We've been asked to make RT *copy* the original ticket into the notification being sent to AdminCCs; this seems like it should be a relatively straightforward thing to do, but I confess that I just don't quite grasp how to go about the implementation. Has someone done this task before, so that they can give me a hint or two? deeply appreciative in advance, --elijah -------------- next part -------------- An HTML attachment was scrubbed... URL: From valenta at trustica.cz Thu Jan 17 13:14:45 2008 From: valenta at trustica.cz (Tomas Valenta) Date: Thu, 17 Jan 2008 19:14:45 +0100 Subject: [rt-users] How to periodically mail out last ticket correspondence Message-ID: Hello, I would like to periodically send out last recorded correspondence for all stalled tickets. Possibly in some clean way. I know how to use crontool, locate interesting tickets, get last transaction, even load a template and record a message in ticket history ... but still can't find a way to send out a ticket with SendMail or Notify. I can use the 'dirty' way and create mail message and send it on my own (like rt-remind does), but there should be some correct way. I can also setup a nice scrip action in RT which works just fine, but there is no way to trigger it from cron, or is it? Any help appreciated -- Tom?? Valenta From KFCrocker at lbl.gov Thu Jan 17 13:22:21 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 17 Jan 2008 10:22:21 -0800 Subject: [Junk released by User action] Re: [rt-users] Disable Auto reply message for a group In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B802FCE9@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B802FCD8@SR-ES-EMAIL01.canyonpartners.local> <478E4506.7060408@lbl.gov> <6A8A671AFE630144BC8AE1D84E6700B802FCE9@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <478F9CDD.3000200@lbl.gov> Sean, If your "Helpdesk" group are the only ones who create tickets, then my idea still works. By going to "notify" instead of "Autoreply", the creators of the ticket (the Helpdesk group) will NOT get an email notification but anyone else on the list will. By the way, when your Helpdesk group creates tickets, they can indicate another user or id as the "Requestor" on the ticket and they (helpdesk) will still remain as the ticket "creators". By setting the action to "Notify Requestors, .." the email will still be sent to the requestor(s) on the ticket and the creators will NOT. Goo Luck! Kenn LBNL On 1/17/2008 8:48 AM, Sean McCreadie wrote: > Kenn, > > Thanks for the tip on those actions, I didn't think about that before. > I guess im still a little stuck on this because I need to be able to > disable the Autoreply action for only those members of my RT group > called "Helpdesk" and still have it work for all the unprivileged users. > Gene replied with a way to check group membership in a custom condition, > I think this is the way to go, but I can't seem to get the syntax right > to get it to work. Maybe there is a way to write in a custom condition > to return undef if the requestor is a privileged user? Perhaps I can > just list all the email addresses of the members of my helpdesk group in > the custom condition? , as there are only about 10 members. I was able > to get it to work for one email address (I pasted the code in the > original post) but I couldn't figure out how ot list several addresses. > Thanks again for all the help on this, I have learned a lot so far off > this mailing list and hope to contribute more as I get more experience > with RT. > > Sean > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth > Crocker > Sent: Wednesday, January 16, 2008 9:55 AM > To: Sean McCreadie > Cc: rt-users at lists.bestpractical.com > Subject: [Junk released by User action] Re: [rt-users] Disable Auto > reply message for a group > > Sean, > > > Try changing the action from "Autoreply" to "Notify....". That > way the > person creating the ticket will not get an email but everyone else on > the list will. In fact, that is the only difference between an > "Autoreply" action and a "Notify" action. The notify action assumes that > > since you're the one doing the creating, you do not need to be bothered > by an email but sends one to everyone else, whereas an "Autoreply" nails > > evryone on the list, period. Good Luck. > > > Kenn > LBNL > > On 1/15/2008 11:05 PM, Sean McCreadie wrote: >> Hello, >> >> >> >> I've been looking through the wiki and mailing lists trying to find a >> solution to this with no success. I'm sure it's very simple, I'm just > >> new to this. I need to disable the default Auto reply scrip for only > my >> Helpdesk team, that way all the unprivileged users will still receive >> the Auto reply, but not the HelpDesk team when they create a ticket. > I >> tried adding this custom condition to the default scrip and was able > to >> disable it for one email address, but im hoping there is an easy way > to >> check group membership. Thanks in advance for all the help. >> >> >> >> if ( $self->TransactionObj->Type eq "Create" && >> >> $self->TicketObj->RequestorAddresses() =~ > /MyName\@MyCompany\.com/ >> { >> >> return undef; >> >> } else { >> >> return 1; >> >> >> >> >> >> >> >> Sean McCreadie >> >> IT Support >> >> Canyon Partners, LLC >> >> 310 858 4288 >> >> >> >> >> > ------------------------------------------------------------------------ >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 Thu Jan 17 13:30:57 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 17 Jan 2008 10:30:57 -0800 Subject: [rt-users] help: copy the original request to adminCC of the new queue on QueueChange In-Reply-To: <57babe2b0801170926w1c49e23bw307ae3a62c64cb4c@mail.gmail.com> References: <57babe2b0801170926w1c49e23bw307ae3a62c64cb4c@mail.gmail.com> Message-ID: <478F9EE1.4040107@lbl.gov> Eljah, We send a lot of ticket info in our emails so that the user doesn't have to switch screens and get in RT just to check on the tickets info status. Below is a copy of the template we use for "Resolved" tickets: ############################################################################# # # Template Name: Resolved # Description: Create E-mail content to include Ticket Description and # resolution comment. # # Written: Vanilla # # Modified: 05/18/2006 - Anthony Lincoln/added resolution comment # Modified: 08/14/2007 - Wil Hubert/added ticket description # Modified: 03/07/2007 - Kenn Crocker/modified flower box # Modified: 04/16/2007 - Kenn Crocker/modified Displayed ticket info # Modified: 08/22/2007 - Kenn Crocker/added ticket subject to header # Modified: 09/17/2007 - Kenn Crocker/added ticket number to header # Modified: 01/15/2008 - Kenn Crocker/added QA info to body # ############################################################################# # # CUT AND PASTE CODE BELOW ONLY!! # # Subject: Request Titled: "{$Ticket->Subject}" has been Resolved! This ticket has been resolved. DO NOT REPLY to this message! ----------------------------------------------------------------------------- TICKET INFORMATION: Ticket Number : {$Ticket->Id} Ticket Subject: {$Ticket->Subject} Ticket Description: { return $Ticket->FirstCustomFieldValue('Description'); } Ticket Priority is: {$Ticket->Priority} Ticket Created by: {$Ticket->CreatorObj->Name} Ticket Created on: {substr($Ticket->Created, 0, 10)} Ticket Owned by: {$Ticket->OwnerObj->Name} Development Started on: {substr($Ticket->Started, 0, 10)} QA Approved on: {return $Ticket->FirstCustomFieldValue('QA Approved');} QA Approved by: {return $Ticket->FirstCustomFieldValue('QA Approver');} Migrated on: {substr($Ticket->Resolved, 0, 10)} Migrated by: {$Ticket->LastUpdatedByObj->Name} Resolution comment: { my $Resolution_Comment; my $Transactions; my $CommentObj; $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); $Transactions->OrderByCols( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); $CommentObj = $Transactions->First; if ($CommentObj && $CommentObj->id) { $Resolution_Comment = $CommentObj->Content; } else { $Resolution_Comment = "No comment." } return $Resolution_Comment; } ----------------------------------------------------------------------------- To view ticket information, enter URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Please take note that the info box is NOT to be pasted as template code. Also, you may notice that this template refers to info that is not normal RT data. These are Custom Fields. Keep in mind that the ticket "creator" is not necessarily the ticket "requestor". Those are seperate data objects in RT. Also, and VERY IMPORTANT, notice the blank line after the"Subject:" line. This blank line is REQUIRED! That line it what allows RT to differentiate between "replacing" an RT header and body content. Anyway, I hope this helps. Kenn LBNL On 1/17/2008 9:26 AM, Elijah Wright wrote: > > Hi, > > We're sort of new to RT configuration, and could use a little assistance. > > We have a custom scrip in our RT setup that notifies an AdminCC on > QueueChange. Straightforward so far... right? > > We've been asked to make RT *copy* the original ticket into the > notification being sent to AdminCCs; this seems like > it should be a relatively straightforward thing to do, but I confess > that I just don't quite grasp how to go about the implementation. > > Has someone done this task before, so that they can give me a hint or two? > > deeply appreciative in advance, > > --elijah > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From sbenson at a-1networks.com Thu Jan 17 13:25:42 2008 From: sbenson at a-1networks.com (Scott Benson) Date: Thu, 17 Jan 2008 10:25:42 -0800 Subject: [rt-users] MessageBox size Message-ID: <478F9DA6.8050603@a-1networks.com> Hello Everyone, I'm looking for a way to make the reply/comment message box bigger than the 72 wide. I edited /opt/rt3/share/html/Elements/MessageBox /opt/rt3/local/html/Elements/MessageBox /root/rt-3.6.4/html/Elements/MessageBox so that $Width => $RT::MessageBoxWidth || 72 was bigger than 20(just for testing purposes) and the size stayed the same. I'd also like to turn off word wrapping in Comments if possible. Does this seem like something that should have worked? Where did i go wrong? Scott From barnesaw at ucrwcu.rwc.uc.edu Thu Jan 17 13:35:40 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 17 Jan 2008 13:35:40 -0500 Subject: [rt-users] MessageBox size In-Reply-To: <478F9DA6.8050603@a-1networks.com> References: <478F9DA6.8050603@a-1networks.com> Message-ID: <478F9FFC.1080508@ucrwcu.rwc.uc.edu> RT_SiteConfig.pm # For message boxes, set the entry box width and what type of wrapping # to use. # # Default width: 72 Set($MessageBoxWidth , 72); # Default wrapping: "HARD" (choices "SOFT", "HARD") Set($MessageBoxWrap, "HARD"); Scott Benson wrote: > Hello Everyone, > I'm looking for a way to make the reply/comment message box bigger > than the 72 wide. I edited > /opt/rt3/share/html/Elements/MessageBox > /opt/rt3/local/html/Elements/MessageBox > /root/rt-3.6.4/html/Elements/MessageBox > > so that > > $Width => $RT::MessageBoxWidth || 72 > > was bigger than 20(just for testing purposes) and the size stayed the > same. I'd also like to turn off word wrapping in Comments if > possible. Does this seem like something that should have worked? > Where did i go wrong? > > Scott > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Thu Jan 17 17:11:46 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 17 Jan 2008 14:11:46 -0800 Subject: [rt-users] MessageBox size In-Reply-To: <478F9FFC.1080508@ucrwcu.rwc.uc.edu> References: <478F9DA6.8050603@a-1networks.com> <478F9FFC.1080508@ucrwcu.rwc.uc.edu> Message-ID: <478FD2A2.8050306@lbl.gov> Drew, What are the resulting differences between "HARD" and "SOFT"? Ken LBNL On 1/17/2008 10:35 AM, Drew Barnes wrote: > RT_SiteConfig.pm > > # For message boxes, set the entry box width and what type of wrapping > # to use. > # # Default width: 72 > Set($MessageBoxWidth , 72); > > # Default wrapping: "HARD" (choices "SOFT", "HARD") > Set($MessageBoxWrap, "HARD"); > > > Scott Benson wrote: >> Hello Everyone, >> I'm looking for a way to make the reply/comment message box bigger >> than the 72 wide. I edited >> /opt/rt3/share/html/Elements/MessageBox >> /opt/rt3/local/html/Elements/MessageBox >> /root/rt-3.6.4/html/Elements/MessageBox >> >> so that >> >> $Width => $RT::MessageBoxWidth || 72 >> >> was bigger than 20(just for testing purposes) and the size stayed the >> same. I'd also like to turn off word wrapping in Comments if >> possible. Does this seem like something that should have worked? >> Where did i go wrong? >> >> 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 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > From elacour at easter-eggs.com Fri Jan 18 02:07:12 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 18 Jan 2008 08:07:12 +0100 Subject: [rt-users] MessageBox size In-Reply-To: <478FD2A2.8050306@lbl.gov> References: <478F9DA6.8050603@a-1networks.com> <478F9FFC.1080508@ucrwcu.rwc.uc.edu> <478FD2A2.8050306@lbl.gov> Message-ID: <20080118070711.GA19138@easter-eggs.com> On Thu, Jan 17, 2008 at 02:11:46PM -0800, Kenneth Crocker wrote: > Drew, > > > What are the resulting differences between "HARD" and "SOFT"? > http://www.idocs.com/tags/forms/_TEXTAREA_WRAP.html From pape-rt at inf.fu-berlin.de Fri Jan 18 05:22:19 2008 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Fri, 18 Jan 2008 11:22:19 +0100 Subject: [rt-users] How-to-do? Ticket Custom fields with different pragmatics in Ticket life time Message-ID: <63D1B004AB02035F72AB7BEA@idefix.campus.fu-berlin.de> Hello, for some Queues we have a couple of Custom fields to be attached to Tickets in this Queue. These Custom Fields are of different kind with respect to when they are expected to get a value and whether this value is expected to change. Let me give an example: 1. some keywords have to be added by helpdesk personal when they first create or take the ticket (if it is created by customer). 2. severity and level of concern have to be entered in an early stage but may change during lifetime of the ticket. 3. some other field, for example if this ticket contains useful information to be postprocessed by some person responsible for the knowledge base is expected to be entered, when the ticket becomes resolved. For us it would be indeed useful to make entering a value mandatory when reolving a ticket. We would like to control where the entry fields for the custom fields are shown, for example cf of kind 1 should be visible/editable on the "create" and the "dispatch" screen (latter is a custom screen here), kind 2 should be editable on each correspondance or comment screen, kind 3 should only be visible on resolve screen and mandatory there. For "pragmatic kind" of cf cannot be stored anywhere an "mandatory" status does not depend on the "pragmatic kind". How would you implement this fetaure in RT without coding somthing like "if name of custom field is xyz then ... else ..." in all of these mason pages? Regards, Dirk. From pape-rt at inf.fu-berlin.de Fri Jan 18 05:35:09 2008 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Fri, 18 Jan 2008 11:35:09 +0100 Subject: [rt-users] How-to-do? Ticket Custom fields with different pragmatics in Ticket life time In-Reply-To: <63D1B004AB02035F72AB7BEA@idefix.campus.fu-berlin.de> References: <63D1B004AB02035F72AB7BEA@idefix.campus.fu-berlin.de> Message-ID: Hallo, --Am 18. Januar 2008 11:22:19 +0100 schrieb Dirk Pape : > For "pragmatic kind" of cf cannot be stored anywhere an "mandatory" > status does not depend on the "pragmatic kind". this sentence is t a sentence I think, so next try. cfs for now have only a category (type) but there is no attribute to give them the desired "pragmatics", that is on which pages they will be shown or can be entered and in which stage of the ticket they become mandatory. I look for a way to express this in the database and use this information in the mason code systematically. Regards, Dirk. From todd at chaka.net Fri Jan 18 07:52:31 2008 From: todd at chaka.net (Todd Chapman) Date: Fri, 18 Jan 2008 07:52:31 -0500 Subject: [rt-users] How-to-do? Ticket Custom fields with different pragmatics in Ticket life time In-Reply-To: References: <63D1B004AB02035F72AB7BEA@idefix.campus.fu-berlin.de> Message-ID: <519782dc0801180452g41074103q6daa82ff9bda7d64@mail.gmail.com> Dirk, What you want to do is going to be very difficult. If custom field permissions checking had some context of the current ticket having it's CF permissions checked then you could do something clean, but unfortunately no context is provided. There are callbacks that allow you to override what mason components are used to display each CF and they do have ticket/page context, so you could use them to display edit/display read-only/not display based on the ticket and what context the CF is being viewed in. -Todd On 1/18/08, Dirk Pape wrote: > > Hallo, > > --Am 18. Januar 2008 11:22:19 +0100 schrieb Dirk Pape > : > > > For "pragmatic kind" of cf cannot be stored anywhere an "mandatory" > > status does not depend on the "pragmatic kind". > > this sentence is t a sentence I think, so next try. > > cfs for now have only a category (type) but there is no attribute to give > them the desired "pragmatics", that is on which pages they will be shown > or > can be entered and in which stage of the ticket they become mandatory. > > I look for a way to express this in the database and use this information > in the mason code systematically. > > Regards, Dirk. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From smccreadie at CanyonPartners.com Fri Jan 18 11:11:36 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Fri, 18 Jan 2008 08:11:36 -0800 Subject: [Junk released by User action] Re: [rt-users] Disable Auto replymessage for a group References: <6A8A671AFE630144BC8AE1D84E6700B802FCD8@SR-ES-EMAIL01.canyonpartners.local><478E4506.7060408@lbl.gov><6A8A671AFE630144BC8AE1D84E6700B802FCE9@SR-ES-EMAIL01.canyonpartners.local> <20080117171818.GM1031@easter-eggs.com> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B817122E@SR-ES-EMAIL01.canyonpartners.local> OK it works now! Thanks everyone for all the help with this, I was able to get it to send the Autoreply only to regular users and not my Helpdesk group by using the code supplied below. Mine looks like this: if ( $self->TransactionObj->Type eq "Create" ) { my @HelpDeskMembersEmails = ("email1\@mycompany\.com","email2\@mycompany\.com","email3\@mycompany\.c om"); my $requestor = $self->TicketObj->RequestorAddresses(); if (grep{ lc($requestor) eq lc($_)} @HelpDeskMembersEmails) { return undef; } return 1; } Thanks again to everyone that helped on this! Sean -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Thursday, January 17, 2008 9:18 AM To: rt-users at lists.bestpractical.com Subject: Re: [Junk released by User action] Re: [rt-users] Disable Auto replymessage for a group On Thu, Jan 17, 2008 at 08:48:45AM -0800, Sean McCreadie wrote: > Kenn, > > Thanks for the tip on those actions, I didn't think about that before. > I guess im still a little stuck on this because I need to be able to > disable the Autoreply action for only those members of my RT group > called "Helpdesk" and still have it work for all the unprivileged users. > Gene replied with a way to check group membership in a custom condition, > I think this is the way to go, but I can't seem to get the syntax right > to get it to work. Maybe there is a way to write in a custom condition > to return undef if the requestor is a privileged user? Perhaps I can > just list all the email addresses of the members of my helpdesk group in > the custom condition? , as there are only about 10 members. I was able > to get it to work for one email address (I pasted the code in the > original post) but I couldn't figure out how ot list several addresses. > Thanks again for all the help on this, I have learned a lot so far off > this mailing list and hope to contribute more as I get more experience > with RT. > Once you have an array with your helpdesk users emails, uses something like this: if ( $self->TransactionObj->Type eq "Create" ) { my @HelpDeskMembersEmails = FIXME; my $requestor = $self->TicketObj->RequestorAddresses(); if (grep{ lc($requestor) eq lc($_)} @HelpDeskMembersEmails) { return undef; } } return 1; _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From gevans at hcc.net Fri Jan 18 11:54:21 2008 From: gevans at hcc.net (Greg Evans) Date: Fri, 18 Jan 2008 08:54:21 -0800 Subject: [rt-users] RTFM Install Problem - not sure what to do In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B817122E@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B802FCD8@SR-ES-EMAIL01.canyonpartners.local><478E4506.7060408@lbl.gov><6A8A671AFE630144BC8AE1D84E6700B802FCE9@SR-ES-EMAIL01.canyonpartners.local><20080117171818.GM1031@easter-eggs.com> <6A8A671AFE630144BC8AE1D84E6700B817122E@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <001701c859f2$c6a83810$1200a8c0@hcc.local> I am trying to get RTFM 2.2.1 installed and when I do the very first thing it says perl Makefile.pl this is what is returned. I am not sure what $RT::LocalPath even is or even how to define it. If someone could be so kind as to tell a complete RT Newbie what I need to do to make this work, that would be fantastic. # perl Makefile.PL Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib Path to your RT.pm: # locate RT.pm /opt/rt3/lib/RT.pm /opt/rt3/lib/RT.pm.in /root/Desktop/rt-3.6.5/lib/RT.pm /root/Desktop/rt-3.6.5/lib/RT.pm.in Regards, Greg Evans From elacour at easter-eggs.com Fri Jan 18 15:17:53 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 18 Jan 2008 21:17:53 +0100 Subject: [rt-users] RTFM Install Problem - not sure what to do In-Reply-To: <001701c859f2$c6a83810$1200a8c0@hcc.local> References: <6A8A671AFE630144BC8AE1D84E6700B817122E@SR-ES-EMAIL01.canyonpartners.local> <001701c859f2$c6a83810$1200a8c0@hcc.local> Message-ID: <20080118201753.GA32541@easter-eggs.com> On Fri, Jan 18, 2008 at 08:54:21AM -0800, Greg Evans wrote: > I am trying to get RTFM 2.2.1 installed and when I do the very first thing > it says perl Makefile.pl this is what is returned. > > I am not sure what $RT::LocalPath even is or even how to define it. If > someone could be so kind as to tell a complete RT Newbie what I need to do > to make this work, that would be fantastic. > > # perl Makefile.PL > Cannot find the location of RT.pm that defines $RT::LocalPath in: inc > /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 > /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib > /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib > /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib > /sw/lib/rt3 /sw/lib > Path to your RT.pm: Your RT seems located in /opt/rt3, so just type here "/opt/rt3/lib" then hit "Enter". > > > > # locate RT.pm > /opt/rt3/lib/RT.pm > /opt/rt3/lib/RT.pm.in From gevans at hcc.net Fri Jan 18 15:36:31 2008 From: gevans at hcc.net (Greg Evans) Date: Fri, 18 Jan 2008 12:36:31 -0800 Subject: [rt-users] RTFM Install Problem - not sure what to do In-Reply-To: <20080118201753.GA32541@easter-eggs.com> References: <6A8A671AFE630144BC8AE1D84E6700B817122E@SR-ES-EMAIL01.canyonpartners.local><001701c859f2$c6a83810$1200a8c0@hcc.local> <20080118201753.GA32541@easter-eggs.com> Message-ID: <002401c85a11$d01d3ca0$1200a8c0@hcc.local> I had tried that previously and forgot to put that in my last message. Here are the results when I do that. I looked at /opt/rt3/lib and I didn't see $RT::LocalPath defined anywhere in there. Currently the RTFM directory lies in ~/Desktop/RTFM-. Do I need to place it elsewhere for the install? Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib Path to your RT.pm: /opt/rt3/lib Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib /opt/rt3/lib /opt/rt3/lib/rt3/lib /opt/rt3/lib/lib/rt3 /opt/rt3/lib/lib Path to your RT.pm: Greg Evans Internet Support Hood Canal Communications (360) 898-2481 ext.212 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Friday, January 18, 2008 12:18 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RTFM Install Problem - not sure what to do On Fri, Jan 18, 2008 at 08:54:21AM -0800, Greg Evans wrote: > I am trying to get RTFM 2.2.1 installed and when I do the very first thing > it says perl Makefile.pl this is what is returned. > > I am not sure what $RT::LocalPath even is or even how to define it. If > someone could be so kind as to tell a complete RT Newbie what I need to do > to make this work, that would be fantastic. > > # perl Makefile.PL > Cannot find the location of RT.pm that defines $RT::LocalPath in: inc > /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 > /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib > /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib > /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib > /sw/lib/rt3 /sw/lib > Path to your RT.pm: Your RT seems located in /opt/rt3, so just type here "/opt/rt3/lib" then hit "Enter". > > > > # locate RT.pm > /opt/rt3/lib/RT.pm > /opt/rt3/lib/RT.pm.in _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From elacour at easter-eggs.com Sat Jan 19 03:21:27 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 19 Jan 2008 09:21:27 +0100 Subject: [rt-users] RTFM Install Problem - not sure what to do In-Reply-To: <002401c85a11$d01d3ca0$1200a8c0@hcc.local> References: <20080118201753.GA32541@easter-eggs.com> <002401c85a11$d01d3ca0$1200a8c0@hcc.local> Message-ID: <20080119082127.GA10628@easter-eggs.com> On Fri, Jan 18, 2008 at 12:36:31PM -0800, Greg Evans wrote: > I had tried that previously and forgot to put that in my last message. Here > are the results when I do that. I looked at /opt/rt3/lib and I didn't see > $RT::LocalPath defined anywhere in there. > It should be defined in RT.pm: ex: $LocalPath = '/opt/rt3/local'; > Currently the RTFM directory lies in ~/Desktop/RTFM-. Do I need to > place it elsewhere for the install? > it doesn't matter. > Cannot find the location of RT.pm that defines $RT::LocalPath in: inc > /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 > /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib > /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib > /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib > /sw/lib/rt3 /sw/lib > Path to your RT.pm: /opt/rt3/lib > Cannot find the location of RT.pm that defines $RT::LocalPath in: inc > /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 > /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib > /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib > /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib > /sw/lib/rt3 /sw/lib /opt/rt3/lib /opt/rt3/lib/rt3/lib /opt/rt3/lib/lib/rt3 > /opt/rt3/lib/lib > Path to your RT.pm: > I can't reproduce tour problem here, maybe the user that run "perl Makefile.PL" has no right to read /opt/rt3/lib/RT.pm ? Or maybe your RT is half configured ? Try to first open /opt/rt3/lib/RT.pm, and look if it seems a valid file (search for LocalPath) inside, then as the same user run your perl Makefile.PL, it should works. From gevans at hcc.net Sat Jan 19 14:41:15 2008 From: gevans at hcc.net (Greg Evans) Date: Sat, 19 Jan 2008 11:41:15 -0800 Subject: [rt-users] RTFM Install Problem - not sure what to do In-Reply-To: <20080119082127.GA10628@easter-eggs.com> References: <20080118201753.GA32541@easter-eggs.com> <002401c85a11$d01d3ca0$1200a8c0@hcc.local> <20080119082127.GA10628@easter-eggs.com> Message-ID: <4BDB53E1-1D8D-495B-9E3B-D34DE36171F7@hcc.net> Hi Emmanuel, Checked what you told me and t his is what I found in / opt/rt3/lib/RT.pm: LocalPath = '/opt/rt3/local'; I have beein doing everything on this machine as root, so I think that having permission shouldn't be a problem. I am perplexed. I am not sure what I may have not configured since I am a RT newbie. Any Ideas? I can send any config files that might be necessary as well, or look in any config files :) Regards, Greg Evans On Jan 19, 2008, at 12:21 AM, Emmanuel Lacour wrote: > On Fri, Jan 18, 2008 at 12:36:31PM -0800, Greg Evans wrote: >> I had tried that previously and forgot to put that in my last >> message. Here >> are the results when I do that. I looked at /opt/rt3/lib and I >> didn't see >> $RT::LocalPath defined anywhere in there. >> > > It should be defined in RT.pm: > > ex: $LocalPath = '/opt/rt3/local'; > >> Currently the RTFM directory lies in ~/Desktop/RTFM-. Do I >> need to >> place it elsewhere for the install? >> > > it doesn't matter. > >> Cannot find the location of RT.pm that defines $RT::LocalPath in: inc >> /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 >> /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/ >> 5.10.0 >> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 >> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 >> /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib >> /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib >> /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/ >> lib >> /sw/lib/rt3 /sw/lib >> Path to your RT.pm: /opt/rt3/lib >> Cannot find the location of RT.pm that defines $RT::LocalPath in: inc >> /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 >> /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/ >> 5.10.0 >> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 >> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 >> /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib >> /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib >> /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/ >> lib >> /sw/lib/rt3 /sw/lib /opt/rt3/lib /opt/rt3/lib/rt3/lib /opt/rt3/lib/ >> lib/rt3 >> /opt/rt3/lib/lib >> Path to your RT.pm: >> > > I can't reproduce tour problem here, maybe the user that run "perl > Makefile.PL" has no right to read /opt/rt3/lib/RT.pm ? Or maybe your > RT > is half configured ? > > Try to first open /opt/rt3/lib/RT.pm, and look if it seems a valid > file > (search for LocalPath) inside, then as the same user run your perl > Makefile.PL, it should works. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com Regards, Greg Evans Internet Support Hood Canal Communications (360) 898-2481 ext.212 From gevans at hcc.net Sat Jan 19 15:16:23 2008 From: gevans at hcc.net (Greg Evans) Date: Sat, 19 Jan 2008 12:16:23 -0800 Subject: [rt-users] RTFM Install Problem - not sure what to do In-Reply-To: <4BDB53E1-1D8D-495B-9E3B-D34DE36171F7@hcc.net> References: <20080118201753.GA32541@easter-eggs.com> <002401c85a11$d01d3ca0$1200a8c0@hcc.local> <20080119082127.GA10628@easter-eggs.com> <4BDB53E1-1D8D-495B-9E3B-D34DE36171F7@hcc.net> Message-ID: Oops, That was $LocalPath = '/opt/rt3/local'; not 'LocalPath=...' I just missed the $ when I copied and pasted. Regards, Greg Evans Internet Support Hood Canal Communications (360) 898-2481 ext.212 On Jan 19, 2008, at 11:41 AM, Greg Evans wrote: > Hi Emmanuel, Checked what you told me and t his is what I found in / > opt/rt3/lib/RT.pm: > > LocalPath = '/opt/rt3/local'; > > I have beein doing everything on this machine as root, so I think > that having permission shouldn't be a problem. I am perplexed. I am > not sure what I may have not configured since I am a RT newbie. > > Any Ideas? I can send any config files that might be necessary as > well, or look in any config files :) > > Regards, > > Greg Evans > > > On Jan 19, 2008, at 12:21 AM, Emmanuel Lacour wrote: > >> On Fri, Jan 18, 2008 at 12:36:31PM -0800, Greg Evans wrote: >>> I had tried that previously and forgot to put that in my last >>> message. Here >>> are the results when I do that. I looked at /opt/rt3/lib and I >>> didn't see >>> $RT::LocalPath defined anywhere in there. >>> >> >> It should be defined in RT.pm: >> >> ex: $LocalPath = '/opt/rt3/local'; >> >>> Currently the RTFM directory lies in ~/Desktop/RTFM-. Do >>> I need to >>> place it elsewhere for the install? >>> >> >> it doesn't matter. >> >>> Cannot find the location of RT.pm that defines $RT::LocalPath in: >>> inc >>> /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 >>> /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/ >>> site_perl/5.10.0 >>> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 >>> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 >>> /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib >>> /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib >>> /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/ >>> lib >>> /sw/lib/rt3 /sw/lib >>> Path to your RT.pm: /opt/rt3/lib >>> Cannot find the location of RT.pm that defines $RT::LocalPath in: >>> inc >>> /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 >>> /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/ >>> site_perl/5.10.0 >>> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 >>> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 >>> /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib >>> /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib >>> /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/ >>> lib >>> /sw/lib/rt3 /sw/lib /opt/rt3/lib /opt/rt3/lib/rt3/lib /opt/rt3/lib/ >>> lib/rt3 >>> /opt/rt3/lib/lib >>> Path to your RT.pm: >>> >> >> I can't reproduce tour problem here, maybe the user that run "perl >> Makefile.PL" has no right to read /opt/rt3/lib/RT.pm ? Or maybe >> your RT >> is half configured ? >> >> Try to first open /opt/rt3/lib/RT.pm, and look if it seems a valid >> file >> (search for LocalPath) inside, then as the same user run your perl >> Makefile.PL, it should works. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > Regards, > > Greg Evans > Internet Support > Hood Canal Communications > (360) 898-2481 ext.212 > From rwahyudi at gmail.com Sat Jan 19 20:55:01 2008 From: rwahyudi at gmail.com (R Wahyudi) Date: Sun, 20 Jan 2008 12:55:01 +1100 Subject: [rt-users] Ticket forward,custom field and reporting Message-ID: <9173fd7e0801191755l6364dfd7y50d435a751d80ea@mail.gmail.com> Hi All, I've setup RT ticketing system to track product warranty and complaint for a small retail business. So far their response has been very positive and within 2 weeks of implementing RT we've receive few positive feedback from customer. Thank you RT !!! My next task is to setup a reporting system so that we can forward and provide evidence to the supplier of faulty items. Here is what I've setup : Customer is entering their details via web form : http://cms.atomik.com.au/fault. This information then sent via email to gmail account. Every 5 minutes I have a fetchmail running of crontab to fetch email from gmail and pass it to RT. I am using RT 3.6.5. Information sent is in text format, so we can only search for customer email address and customer name (which get displayed on the subject). 1. Do you guys have any suggestion, example, or pointers on how to setup RT so it recognize some field (eg phone number or invoice number ) so that we can search it ? 2. How do I customize the field in : "More about " window. currently its only showing tickets thats have new or open status. I want to list 10 of user ticket no matter what the ticket status. How can I do this ? 3. What is the best way to send a report to manufacturer including the history of what we did ? Different product comes from different manufacturer. Any help or pointer will be much appreciated !! Rianto Wahyudi From Roy.Sowa at rcmp-grc.gc.ca Sun Jan 20 09:11:53 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Sun, 20 Jan 2008 09:11:53 -0500 Subject: [rt-users] rt-mailgate HTTPS Message-ID: <47931059020000AE00005D73@ACPIC-S406.a.rcmp-grc.gc.ca> I have seen list reference to email tickets not working with HTTPS configurations. Some indicate that a local http connection must exist for the rt-mailgate to work my current install is 3.6.5 using Lighttpd Everything is working fine using the GUI. but I cannot get emails to open tickets. I have verified that I can actually receive smtp mail sent to a user on the box. - I redirect my http to https - my /etc/aliases point to the https url -my lighttpd.conf is below; $SERVER["socket"] == "xx.xx.xx.xx:80" { #server.document-root = "/" server.document-root = "/opt/rt3/share/html/" url.redirect = ( "^/(.*)" => "https://mysite/$1" ) } $SERVER["socket"] == "xx.xx.xx.xx:443" { server.document-root = "/opt/rt3/share/html/" url.rewrite = ( "^(.*)/Ticket/Attachment/(.*)" => "/$1/Ticket/Attachment/$2/" ) fastcgi.map-extensions = ( ".css" => ".html", ".js" => ".html", "/" => ".html" ) ssl.engine = "enable" ssl.pemfile = "/etc/lighttpd/ssl/domain.com/server.pem" $HTTP["useragent"] =~ ".*MSIE.*" {server.max-keep-alive-requests = 0 } } I do not know where best to try and resolve this ...( web config or rt-mailgate ) I would be very grateful if someone could point me in the right direction on what or where to go from here. Thanks Roy From jmoseley at corp.xanadoo.com Sun Jan 20 11:24:40 2008 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Sun, 20 Jan 2008 10:24:40 -0600 Subject: [rt-users] rt-mailgate HTTPS In-Reply-To: <47931059020000AE00005D73@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: First of all, what error messages were generated when you tried to send email to the RT address via bounced emails or from RT/mail logs? Secondly, rt-mailgate works just fine with HTTPS only installs - you've got to make sure that all your SSL related PERL modules have been installed, namely Crypt::SSLeay Lastly, what do your aliases look like? James Moseley "Roy Sowa" To Sent by: rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] rt-mailgate HTTPS 01/20/2008 08:11 AM I have seen list reference to email tickets not working with HTTPS configurations. Some indicate that a local http connection must exist for the rt-mailgate to work my current install is 3.6.5 using Lighttpd Everything is working fine using the GUI. but I cannot get emails to open tickets. I have verified that I can actually receive smtp mail sent to a user on the box. - I redirect my http to https - my /etc/aliases point to the https url -my lighttpd.conf is below; $SERVER["socket"] == "xx.xx.xx.xx:80" { #server.document-root = "/" server.document-root = "/opt/rt3/share/html/" url.redirect = ( "^/(.*)" => "https://mysite/$1" ) } $SERVER["socket"] == "xx.xx.xx.xx:443" { server.document-root = "/opt/rt3/share/html/" url.rewrite = ( "^(.*)/Ticket/Attachment/(.*)" => "/$1/Ticket/Attachment/$2/" ) fastcgi.map-extensions = ( ".css" => ".html", ".js" => ".html", "/" => ".html" ) ssl.engine = "enable" ssl.pemfile = "/etc/lighttpd/ssl/domain.com/server.pem" $HTTP["useragent"] =~ ".*MSIE.*" {server.max-keep-alive-requests = 0 } } I do not know where best to try and resolve this ...( web config or rt-mailgate ) I would be very grateful if someone could point me in the right direction on what or where to go from here. Thanks Roy _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From Roy.Sowa at rcmp-grc.gc.ca Sun Jan 20 12:06:17 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Sun, 20 Jan 2008 12:06:17 -0500 Subject: [rt-users] rt-mailgate HTTPS In-Reply-To: References: <47931059020000AE00005D73@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: <47933939020000AE00005D7F@ACPIC-S405.RCMP-GRC.GC.CA> Thanks James, i have provided the info below, and while still stuggling, I have tried to set things up to use either HTTPS or HTTP Ihave that going now, and either one works fine with the GUI. Still cannot get an email through . That is why you will see one http alias in the list. So I am still working my way backwards... Thanks for your time If you need more info just ask ( also this is all new to me so I might not always know how to get what you ask for ) Error from a bounce; RT server error. The RT server which handled your email did not behave as expected. It said: %# BEGIN BPS TAGGED BLOCK {{{ <%flags> inherit => undef # inhibit UTF8 conversion done in /autohandler <%ARGS> $queue => 1 $action => "correspond" $ticket => undef <%init> $m->comp('/Elements/Callback', _CallbackName => 'Pre', %ARGS); use RT::Interface::Email (); # It's an exporter, but we don't care $r->content_type('text/plain; charset=utf-8'); $m->error_format('text'); my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway( \%ARGS ); if ( $status == 1 ) { $m->out('ok'); if ( $Ticket->Id ) { $m->out( 'Ticket: ' . ($Ticket->Id || '') ); $m->out( 'Queue: ' . ($Ticket->QueueObj->Name || '') ); $m->out( 'Owner: ' . ($Ticket->OwnerObj->Name || '') ); $m->out( 'Status: ' . ($Ticket->Status || '') ); $m->out( 'Subject: ' . ($Ticket->Subject || '') ); $m->out( 'Requestor: ' . ($Ticket->Requestors->MemberEmailAddressesAsString || '') ); } } else { $RT::Logger->error( "Could not record email: " . $error ); if ( $status == -75 ) { $m->out( "temporary failure - " . $error ); } else { $m->out( 'not ok - ' . $error ); } } $m->abort(); "|/opt/rt3/bin/rt-mailgate --queue 'XXXXX' --action correspond --url https://XXXXXXXXXXX/"... Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL Warning: message still undelivered after 4 hours +++++++++++++++++++++++++++++++++++++++++++++++++++++++++ I saw that about the Crypt::SSLeay , so I installed Crypt-SSLeay-0.57 stop started everything this did not help Aliases: Ticket_ELS: "|/opt/rt3/bin/rt-mailgate --queue 'NAME1' --action correspond --url https://xxxxxxx/" ELS_MSG: "|/opt/rt3/bin/rt-mailgate --queue 'Name2' --action correspond --url https://xxxxxxxx/" Ticket_EHIVE: "|/opt/rt3/bin/rt-mailgate --queue 'Name3' --action correspond --url http://xxxxxx/" >>> James Moseley 2008-01-20 11:24 >>> First of all, what error messages were generated when you tried to send email to the RT address via bounced emails or from RT/mail logs? Secondly, rt-mailgate works just fine with HTTPS only installs - you've got to make sure that all your SSL related PERL modules have been installed, namely Crypt::SSLeay Lastly, what do your aliases look like? James Moseley "Roy Sowa" To Sent by: rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] rt-mailgate HTTPS 01/20/2008 08:11 AM I have seen list reference to email tickets not working with HTTPS configurations. Some indicate that a local http connection must exist for the rt-mailgate to work my current install is 3.6.5 using Lighttpd Everything is working fine using the GUI. but I cannot get emails to open tickets. I have verified that I can actually receive smtp mail sent to a user on the box. - I redirect my http to https - my /etc/aliases point to the https url -my lighttpd.conf is below; $SERVER["socket"] == "xx.xx.xx.xx:80" { #server.document-root = "/" server.document-root = "/opt/rt3/share/html/" url.redirect = ( "^/(.*)" => "https://mysite/$1" ) } $SERVER["socket"] == "xx.xx.xx.xx:443" { server.document-root = "/opt/rt3/share/html/" url.rewrite = ( "^(.*)/Ticket/Attachment/(.*)" => "/$1/Ticket/Attachment/$2/" ) fastcgi.map-extensions = ( ".css" => ".html", ".js" => ".html", "/" => ".html" ) ssl.engine = "enable" ssl.pemfile = "/etc/lighttpd/ssl/domain.com/server.pem" $HTTP["useragent"] =~ ".*MSIE.*" {server.max-keep-alive-requests = 0 } } I do not know where best to try and resolve this ...( web config or rt-mailgate ) I would be very grateful if someone could point me in the right direction on what or where to go from here. Thanks Roy _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From Roy.Sowa at rcmp-grc.gc.ca Sun Jan 20 12:26:21 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Sun, 20 Jan 2008 12:26:21 -0500 Subject: [rt-users] rt-mailgate HTTPS In-Reply-To: References: <47931059020000AE00005D73@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: <47933DED020000AE00005D84@ACPIC-S405.RCMP-GRC.GC.CA> more info... I saw this on the list ... same scenario ... I am moving to new hardware/versions and trying to do SSL so I tried this as well... my error: Connecting to http://xxxxxxxxx/REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 102, <> line 1. -----------------------------------------------------------------------------------------------------------from the list below ( not me) tried to move our RT installation to a new server (New: Debian Etch. Old: Debian Sarge). Copied the DB content and RT_SiteConfig. Everything looks fine, but the mailgate does not work. When testing rt-mailgate manually I get the error: cat mail | /usr/local/rt3/bin/rt-mailgate --debug --queue RT_Test --action correspond --url https://rt.ponton.local/ Connecting to https://rt.ponton.local//REST/1.0/NoAuth/mail-gateway at /usr/local/rt3/bin/rt-mailgate line 100, <> line 1. Segmentation fault The file mail contains: From: foo[at]bar.com To: rt[at]ponton Subject: Test Test From jmoseley at corp.xanadoo.com Sun Jan 20 12:33:17 2008 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Sun, 20 Jan 2008 11:33:17 -0600 Subject: [rt-users] rt-mailgate HTTPS In-Reply-To: <47933939020000AE00005D7F@ACPIC-S405.RCMP-GRC.GC.CA> Message-ID: The aliases appear to be correct. Do you have the following required RT Mailgate Perl modules installed: MAILGATE dependencies: Pod::Usage...found HTML::TreeBuilder...found Getopt::Long...found HTML::FormatText...found LWP::UserAgent...found You've also forced Lighty to redirect port 80 requests over to 443. Why don't you back out of that and try to get this working via port 80 first and take SSL out of the mix? Lastly, I remember from last week this was a new install and you were switching from Apache to Lighty. I might be worth your while to get this working with Apache and then move on to the Lighty. At least then you know RT is fine and any errors that crop up are due to the Lighty config or issues between RT and Lighty. You've introduced quite a few variables into the equation... James Moseley "Roy Sowa" To 01/20/2008 11:06 cc AM , Subject Re: [rt-users] rt-mailgate HTTPS Thanks James, i have provided the info below, and while still stuggling, I have tried to set things up to use either HTTPS or HTTP Ihave that going now, and either one works fine with the GUI. Still cannot get an email through . That is why you will see one http alias in the list. So I am still working my way backwards... Thanks for your time If you need more info just ask ( also this is all new to me so I might not always know how to get what you ask for ) Error from a bounce; RT server error. The RT server which handled your email did not behave as expected. It said: %# BEGIN BPS TAGGED BLOCK {{{ <%flags> inherit => undef # inhibit UTF8 conversion done in /autohandler <%ARGS> $queue => 1 $action => "correspond" $ticket => undef <%init> $m->comp('/Elements/Callback', _CallbackName => 'Pre', %ARGS); use RT::Interface::Email (); # It's an exporter, but we don't care $r->content_type('text/plain; charset=utf-8'); $m->error_format('text'); my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway( \%ARGS ); if ( $status == 1 ) { $m->out('ok'); if ( $Ticket->Id ) { $m->out( 'Ticket: ' . ($Ticket->Id || '') ); $m->out( 'Queue: ' . ($Ticket->QueueObj->Name || '') ); $m->out( 'Owner: ' . ($Ticket->OwnerObj->Name || '') ); $m->out( 'Status: ' . ($Ticket->Status || '') ); $m->out( 'Subject: ' . ($Ticket->Subject || '') ); $m->out( 'Requestor: ' . ($Ticket->Requestors->MemberEmailAddressesAsString || '') ); } } else { $RT::Logger->error( "Could not record email: " . $error ); if ( $status == -75 ) { $m->out( "temporary failure - " . $error ); } else { $m->out( 'not ok - ' . $error ); } } $m->abort(); "|/opt/rt3/bin/rt-mailgate --queue 'XXXXX' --action correspond --url https://XXXXXXXXXXX/"... Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL Warning: message still undelivered after 4 hours +++++++++++++++++++++++++++++++++++++++++++++++++++++++++ I saw that about the Crypt::SSLeay , so I installed Crypt-SSLeay-0.57 stop started everything this did not help Aliases: Ticket_ELS: "|/opt/rt3/bin/rt-mailgate --queue 'NAME1' --action correspond --url https://xxxxxxx/" ELS_MSG: "|/opt/rt3/bin/rt-mailgate --queue 'Name2' --action correspond --url https://xxxxxxxx/" Ticket_EHIVE: "|/opt/rt3/bin/rt-mailgate --queue 'Name3' --action correspond --url http://xxxxxx/" >>> James Moseley 2008-01-20 11:24 >>> First of all, what error messages were generated when you tried to send email to the RT address via bounced emails or from RT/mail logs? Secondly, rt-mailgate works just fine with HTTPS only installs - you've got to make sure that all your SSL related PERL modules have been installed, namely Crypt::SSLeay Lastly, what do your aliases look like? James Moseley "Roy Sowa" To Sent by: rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] rt-mailgate HTTPS 01/20/2008 08:11 AM I have seen list reference to email tickets not working with HTTPS configurations. Some indicate that a local http connection must exist for the rt-mailgate to work my current install is 3.6.5 using Lighttpd Everything is working fine using the GUI. but I cannot get emails to open tickets. I have verified that I can actually receive smtp mail sent to a user on the box. - I redirect my http to https - my /etc/aliases point to the https url -my lighttpd.conf is below; $SERVER["socket"] == "xx.xx.xx.xx:80" { #server.document-root = "/" server.document-root = "/opt/rt3/share/html/" url.redirect = ( "^/(.*)" => "https://mysite/$1" ) } $SERVER["socket"] == "xx.xx.xx.xx:443" { server.document-root = "/opt/rt3/share/html/" url.rewrite = ( "^(.*)/Ticket/Attachment/(.*)" => "/$1/Ticket/Attachment/$2/" ) fastcgi.map-extensions = ( ".css" => ".html", ".js" => ".html", "/" => ".html" ) ssl.engine = "enable" ssl.pemfile = "/etc/lighttpd/ssl/domain.com/server.pem" $HTTP["useragent"] =~ ".*MSIE.*" {server.max-keep-alive-requests = 0 } } I do not know where best to try and resolve this ...( web config or rt-mailgate ) I would be very grateful if someone could point me in the right direction on what or where to go from here. Thanks Roy _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From rwahyudi at gmail.com Sun Jan 20 12:55:57 2008 From: rwahyudi at gmail.com (R Wahyudi) Date: Mon, 21 Jan 2008 04:55:57 +1100 Subject: [rt-users] Re: Ticket forward,custom field and reporting In-Reply-To: <9173fd7e0801191755l6364dfd7y50d435a751d80ea@mail.gmail.com> References: <9173fd7e0801191755l6364dfd7y50d435a751d80ea@mail.gmail.com> Message-ID: <9173fd7e0801200955i3421882ak9b8605c00bcb9b5c@mail.gmail.com> Hi All, I've setup RT ticketing system to track product warranty and complaint for a small retail business. So far their response has been very positive and within 2 weeks of implementing RT we've receive few positive feedback from customer. Thank you RT !!! My next task is to setup a reporting system so that we can forward and provide evidence to the supplier of faulty items. Here is what I've setup : Customer is entering their details via web form : http://cms.atomik.com.au/fault. This information then sent via email to gmail account. Every 5 minutes I have a fetchmail running of crontab to fetch email from gmail and pass it to RT. I am using RT 3.6.5. Information sent is in text format, so we can only search for customer email address and customer name (which get displayed on the subject). 1. Do you guys have any suggestion, example, or pointers on how to setup RT so it recognize some field (eg phone number or invoice number ) so that we can search it ? 2. How do I customize the field in : "More about " window. currently its only showing tickets thats have new or open status. I want to list 10 of user ticket no matter what the ticket status. How can I do this ? 3. What is the best way to send a report to manufacturer including the history of what we did ? Different product comes from different manufacturer. Any help or pointer will be much appreciated !! Rianto Wahyudi From ruz at bestpractical.com Sun Jan 20 13:35:18 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sun, 20 Jan 2008 21:35:18 +0300 Subject: [rt-users] rt-mailgate HTTPS In-Reply-To: <47933939020000AE00005D7F@ACPIC-S405.RCMP-GRC.GC.CA> References: <47931059020000AE00005D73@ACPIC-S406.a.rcmp-grc.gc.ca> <47933939020000AE00005D7F@ACPIC-S405.RCMP-GRC.GC.CA> Message-ID: <589c94400801201035v346b9d73g2bdcbad0be87416@mail.gmail.com> This output suggest me that you've disabled mason for /NoAuth/... paph. On Jan 20, 2008 8:06 PM, Roy Sowa wrote: > Thanks James, > i have provided the info below, and while still stuggling, I have tried to set things up to use either HTTPS or HTTP > Ihave that going now, and either one works fine with the GUI. > Still cannot get an email through . > That is why you will see one http alias in the list. > So I am still working my way backwards... > Thanks for your time > If you need more info just ask ( also this is all new to me so I might not always know how to get what you ask for ) > > Error from a bounce; > > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > %# BEGIN BPS TAGGED BLOCK {{{ > <%flags> > inherit => undef # inhibit UTF8 conversion done in /autohandler > > <%ARGS> > $queue => 1 > $action => "correspond" > $ticket => undef > > <%init> > $m->comp('/Elements/Callback', _CallbackName => 'Pre', %ARGS); > use RT::Interface::Email (); # It's an exporter, but we don't care > $r->content_type('text/plain; charset=utf-8'); > $m->error_format('text'); > my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway( \%ARGS ); > if ( $status == 1 ) { > $m->out('ok'); > if ( $Ticket->Id ) { > $m->out( 'Ticket: ' . ($Ticket->Id || '') ); > $m->out( 'Queue: ' . ($Ticket->QueueObj->Name || '') ); > $m->out( 'Owner: ' . ($Ticket->OwnerObj->Name || '') ); > $m->out( 'Status: ' . ($Ticket->Status || '') ); > $m->out( 'Subject: ' . ($Ticket->Subject || '') ); > $m->out( > 'Requestor: ' . ($Ticket->Requestors->MemberEmailAddressesAsString || '') ); > } > } > else { > $RT::Logger->error( "Could not record email: " . $error ); > if ( $status == -75 ) { > $m->out( "temporary failure - " . $error ); > } > else { > $m->out( 'not ok - ' . $error ); > } > } > $m->abort(); > > > "|/opt/rt3/bin/rt-mailgate --queue 'XXXXX' --action correspond --url https://XXXXXXXXXXX/"... Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL > Warning: message still undelivered after 4 hours > > +++++++++++++++++++++++++++++++++++++++++++++++++++++++++ > I saw that about the Crypt::SSLeay , so I installed > Crypt-SSLeay-0.57 > stop started everything this did not help > > Aliases: > Ticket_ELS: "|/opt/rt3/bin/rt-mailgate --queue 'NAME1' --action correspond --url https://xxxxxxx/" > ELS_MSG: "|/opt/rt3/bin/rt-mailgate --queue 'Name2' --action correspond --url https://xxxxxxxx/" > Ticket_EHIVE: "|/opt/rt3/bin/rt-mailgate --queue 'Name3' --action correspond --url http://xxxxxx/" > > > > >>> James Moseley 2008-01-20 11:24 >>> > > First of all, what error messages were generated when you tried to send > email to the RT address via bounced emails or from RT/mail logs? > > Secondly, rt-mailgate works just fine with HTTPS only installs - you've got > to make sure that all your SSL related PERL modules have been installed, > namely Crypt::SSLeay > > Lastly, what do your aliases look like? > > > James Moseley > > > > > > "Roy Sowa" > c.gc.ca> To > Sent by: > rt-users-bounces@ cc > lists.bestpractic > al.com Subject > [rt-users] rt-mailgate HTTPS > > 01/20/2008 08:11 > AM > > > > > > > > I have seen list reference to email tickets not working with HTTPS > configurations. > Some indicate that a local http connection must exist for the rt-mailgate > to work > > my current install is 3.6.5 using Lighttpd > > Everything is working fine using the GUI. > but I cannot get emails to open tickets. > I have verified that I can actually receive smtp mail sent to a user on the > box. > > - I redirect my http to https > - my /etc/aliases point to the https url > -my lighttpd.conf is below; > > $SERVER["socket"] == "xx.xx.xx.xx:80" { > #server.document-root = "/" > server.document-root = "/opt/rt3/share/html/" > url.redirect = ( > "^/(.*)" => "https://mysite/$1" > ) > } > > > $SERVER["socket"] == "xx.xx.xx.xx:443" { > server.document-root = "/opt/rt3/share/html/" > url.rewrite = ( > "^(.*)/Ticket/Attachment/(.*)" => "/$1/Ticket/Attachment/$2/" > ) > > > fastcgi.map-extensions = ( ".css" => ".html", ".js" => ".html", > "/" => ".html" ) > ssl.engine = "enable" > ssl.pemfile = "/etc/lighttpd/ssl/domain.com/server.pem" > $HTTP["useragent"] =~ ".*MSIE.*" {server.max-keep-alive-requests = 0 } > } > > > I do not know where best to try and resolve this ...( web config or > rt-mailgate ) > > I would be very grateful if someone could point me in the right direction > on what or where to go from here. > > Thanks > Roy > > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From stephen.cochran at kingarthurflour.com Mon Jan 21 00:03:22 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 21 Jan 2008 00:03:22 -0500 Subject: [rt-users] Status change scrip action Message-ID: <6B6B53E4-763D-4082-913C-9AA9A424681B@kingarthurflour.com> I'm trying to write a scrip that runs on a status change. I'm trying to change the owner to Nobody if a ticket is reopened, and I have the following code in the action prep area: my $oldStatus = $self->TransactionObj->OldValue; my $newStatus = $self->TicketObj->status; if (($oldStatus eq 'resolved') and ($newStatus eq 'open') { $self->TicketObj->OwnerObj = RT::Nobody()->id(); } I've run a couple tests through, but nothing seems to be happening. First, what's the best way to debug custom action code? Second, if anyone seems what I'm doing wrong, feel free to point it out. Steve From stephen.cochran at kingarthurflour.com Mon Jan 21 00:42:53 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 21 Jan 2008 00:42:53 -0500 Subject: [rt-users] Status change scrip action In-Reply-To: <6B6B53E4-763D-4082-913C-9AA9A424681B@kingarthurflour.com> References: <6B6B53E4-763D-4082-913C-9AA9A424681B@kingarthurflour.com> Message-ID: Well, with the help of the book and the wiki, I have the code to change the user back to nobody on a reopened ticket at least trying to do what it's supposed to. Unfortunately, it got the following error: [Mon Jan 21 05:38:47 2008] [error]: Failed changing owner to Nobody on ticket reopen: You can only reassign tickets that you own or that are unowned ((eval 831):10) is there some way to force the scrip to reassign the ticket by acting as a user with more controls? Steve On Jan 21, 2008, at 12:03 AM, Steve Cochran wrote: > > I'm trying to write a scrip that runs on a status change. I'm trying > to change the owner to Nobody if a ticket is reopened, and I have > the following code in the action prep area: > > my $oldStatus = $self->TransactionObj->OldValue; > my $newStatus = $self->TicketObj->status; > > if (($oldStatus eq 'resolved') and ($newStatus eq 'open') { > $self->TicketObj->OwnerObj = RT::Nobody()->id(); > } > > I've run a couple tests through, but nothing seems to be happening. > First, what's the best way to debug custom action code? Second, if > anyone seems what I'm doing wrong, feel free to point it out. > > Steve > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media.Buy a copy at http://rtbook.bestpractical.com From theillien at yahoo.com Mon Jan 21 05:40:17 2008 From: theillien at yahoo.com (Mathew) Date: Mon, 21 Jan 2008 05:40:17 -0500 Subject: [rt-users] Status change scrip action In-Reply-To: References: <6B6B53E4-763D-4082-913C-9AA9A424681B@kingarthurflour.com> Message-ID: <47947691.1020401@yahoo.com> You need to force the owner change to Nobody: http://www.gossamer-threads.com/lists/rt/users/69139?search_string=set%20owner%2C%20nobody;#69139 Keep up with my goings on at http://theillien.blogspot.com Steve Cochran wrote: > Well, with the help of the book and the wiki, I have the code to change > the user back to nobody on a reopened ticket at least trying to do what > it's supposed to. Unfortunately, it got the following error: > > [Mon Jan 21 05:38:47 2008] [error]: Failed changing owner to Nobody on > ticket reopen: You can only reassign tickets that you own or that are > unowned ((eval 831):10) > > is there some way to force the scrip to reassign the ticket by acting as > a user with more controls? > > Steve > > > On Jan 21, 2008, at 12:03 AM, Steve Cochran wrote: > >> >> I'm trying to write a scrip that runs on a status change. I'm trying >> to change the owner to Nobody if a ticket is reopened, and I have the >> following code in the action prep area: >> >> my $oldStatus = $self->TransactionObj->OldValue; >> my $newStatus = $self->TicketObj->status; >> >> if (($oldStatus eq 'resolved') and ($newStatus eq 'open') { >> $self->TicketObj->OwnerObj = RT::Nobody()->id(); >> } >> >> I've run a couple tests through, but nothing seems to be happening. >> First, what's the best way to debug custom action code? Second, if >> anyone seems what I'm doing wrong, feel free to point it out. >> >> Steve >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media.Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy > a copy at http://rtbook.bestpractical.com > From torsten.brumm at Kuehne-Nagel.com Mon Jan 21 08:38:01 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 21 Jan 2008 14:38:01 +0100 Subject: [rt-users] Simple Question: CustomField of Type SelectOneValue / How to get the Description from a Scrip/Template? In-Reply-To: <47947691.1020401@yahoo.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394E377F8@w3hamboex11.ger.win.int.kn> Hi RT Users, Just a simple questions (hopefully). Inside a scrip i can get the CF Value with: $Ticket->FirstCustomFieldValue('CFNAME'). If i need to the the corresponding Description to this value, can i get this with: $Ticket->FirstCustomFieldValue('CFNAME')->Description ?!? Small Background to this. I need to create a small workflow for our Development Department. A Business Unit creates a ticket and needs to set some CF's. Dependeing on a Custom Field called "Module" a responsible System Analyst will be informed. My Idea is a small Scrip like this: Condition: OnCreate Action: SendEmail (from BPS WIKI) Template: LocalCorrespond To: {$Ticket->FirstCustomFieldValue('CFNAME')->Description;} Subject: {$Ticket->Subject} A new ticket has been created in queue . {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} ------------- {$Transaction->Content()} Inside this local Correspond Template i would like to use this $Ticket->FirstCustomFieldValue('CFNAME')->Description to get the correct SystemAnalyst. The Idea behind is a Mapping of Module -> System Analyst. This has also the big advantage, that i can grant AdminCustomField to the Department and they can administrate all the mappings by themself... CF: Module Values: 1: Module A Description: SystemAnalyst1 at company.com 2: Module B Description: SystemAnalyst2 at company.com 3: Module C Description: SystemAnalyst3 at company.com 4: Module D Description: SystemAnalyst4 at company.com OK, now the Problem, the Idea above is not working: Jan 21 13:36:56 bruchtal-www3 RT: Template parsing error: Can't call method "Description" on an undefined value at template line 1. Stack: [template:1] [/opt/rt3/lib/RT/Template_Overlay.pm:392] [/opt/rt3/lib/RT/Template_Overlay.pm:313] [/opt/rt3/lib/RT/Action/SendEmail.pm:120] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:234] [/opt/rt3/local/lib/RT/Scrip_Overlay.pm:493] [/opt/rt3/lib/RT/Scrips_Overlay.pm:239] [/opt/rt3/lib/RT/Transaction_Overlay.pm:173] [/opt/rt3/lib/RT/Record.pm:1461] [/opt/rt3/lib/RT/Ticket_Overlay.pm:746] [/opt/rt3/lib/RT/Interface/Web.pm:461] [/opt/rt3/local/html/Ticket/Display.html:71] [/opt/rt3/local/html/Ticket/Create.html:353] [/opt/rt3/share/html/autohandler:291] (/opt/rt3/lib/RT/Template_Overlay.pm:388) Any Ideas???? Thanks Torsten Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich haftende Gesellschaft: Kuhne & Nagel A.G., Sitz: Contern/Luxemburg Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne From elacour at easter-eggs.com Mon Jan 21 08:46:36 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 21 Jan 2008 14:46:36 +0100 Subject: [rt-users] Simple Question: CustomField of Type SelectOneValue / How to get the Description from a Scrip/Template? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394E377F8@w3hamboex11.ger.win.int.kn> References: <47947691.1020401@yahoo.com> <16426EA38D57E74CB1DE5A6AE1DB0394E377F8@w3hamboex11.ger.win.int.kn> Message-ID: <20080121134636.GI3033@easter-eggs.com> On Mon, Jan 21, 2008 at 02:38:01PM +0100, Ham MI-ID, Torsten Brumm wrote: > Hi RT Users, > Just a simple questions (hopefully). Inside a scrip i can get the CF > Value with: $Ticket->FirstCustomFieldValue('CFNAME'). If i need to the > the corresponding Description to this value, can i get this with: > $Ticket->FirstCustomFieldValue('CFNAME')->Description ?!? > Should be: $Ticket->CustomFieldValues('CFNAME')->First->Description I think ... -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From torsten.brumm at Kuehne-Nagel.com Mon Jan 21 08:56:27 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 21 Jan 2008 14:56:27 +0100 Subject: AW: [rt-users] Simple Question: CustomField of Type SelectOneValue /How to get the Description from a Scrip/Template? In-Reply-To: <20080121134636.GI3033@easter-eggs.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394E3782A@w3hamboex11.ger.win.int.kn> Hi Emmanuel, The error message is getting better ;-) Jan 21 13:53:30 bruchtal-www3 RT: Template parsing error: Can't locate object method "First" via package "Shipment" (perhaps you forgot to load "Shipment"?) at template line 1. Stack: [template:1] This is the correct Template, without any replacements: To: {$Ticket->FirstCustomFieldValue('Occured in Module')->First->Description;} Subject: {$Ticket->Subject} A new ticket has been created in queue HAM.WEBDEV.KNLOGIN.SUPPORT. {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} ------------- {$Transaction->Content()} Created is the Ticket with the CF: Occured in Module set to Shipment. Torsten > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > von Emmanuel Lacour > Gesendet: Montag, 21. Januar 2008 14:47 > An: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] Simple Question: CustomField of Type > SelectOneValue /How to get the Description from a Scrip/Template? > > On Mon, Jan 21, 2008 at 02:38:01PM +0100, Ham MI-ID, Torsten > Brumm wrote: > > Hi RT Users, > > Just a simple questions (hopefully). Inside a scrip i can > get the CF > > Value with: $Ticket->FirstCustomFieldValue('CFNAME'). If i > need to the > > the corresponding Description to this value, can i get this with: > > $Ticket->FirstCustomFieldValue('CFNAME')->Description ?!? > > > > Should be: > > $Ticket->CustomFieldValues('CFNAME')->First->Description > > I think ... > > -- > Emmanuel Lacour ------------------------------------ Easter-eggs > 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? > Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 > mailto:elacour at easter-eggs.com - http://www.easter-eggs.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial > support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jaroslaw.borgul at proximo.co.uk Mon Jan 21 09:16:56 2008 From: jaroslaw.borgul at proximo.co.uk (Jaroslaw Borgul) Date: Mon, 21 Jan 2008 14:16:56 -0000 Subject: [rt-users] assign ticket depending on the value of custom field Message-ID: <4D37688F740C8F40A48E7C218881B5D0021CA701@proxmail.pam.local> Hello. Another simple question for you. I need to assign tickets inside one queue to different users depending on different values in the same custom field. Any ideas? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Mon Jan 21 09:30:53 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 21 Jan 2008 15:30:53 +0100 Subject: [rt-users] Simple Question: CustomField of Type SelectOneValue /How to get the Description from a Scrip/Template? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394E3782A@w3hamboex11.ger.win.int.kn> References: <20080121134636.GI3033@easter-eggs.com> <16426EA38D57E74CB1DE5A6AE1DB0394E3782A@w3hamboex11.ger.win.int.kn> Message-ID: <20080121143053.GJ3033@easter-eggs.com> On Mon, Jan 21, 2008 at 02:56:27PM +0100, Ham MI-ID, Torsten Brumm wrote: > Hi Emmanuel, > The error message is getting better ;-) > > Jan 21 13:53:30 bruchtal-www3 RT: Template parsing error: Can't locate object method "First" via package "Shipment" (perhaps you forgot to load "Shipment"?) at template line 1. Stack: [template:1] > > This is the correct Template, without any replacements: > > To: {$Ticket->FirstCustomFieldValue('Occured in Module')->First->Description;} You didn't write exactly what I said ;) "$Ticket->CustomFieldValues", not "$Ticket->FirstCustomFieldValue". See the function FirstCustomFieldValue in lib/RT/Record.pm to understand it. -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From torsten.brumm at Kuehne-Nagel.com Mon Jan 21 09:40:08 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 21 Jan 2008 15:40:08 +0100 Subject: AW: [rt-users] Simple Question: CustomField of Type SelectOneValue /How to get the Description from a Scrip/Template? In-Reply-To: <20080121143053.GJ3033@easter-eggs.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394E37888@w3hamboex11.ger.win.int.kn> Shame on me... :-( Tryed it out with this (re read your Mail ;-) !) To: {$Ticket->CustomFieldValues('Occured in Module')->First->Description;} Subject: {$Ticket->Subject} A new ticket has been created in queue HAM.WEBDEV.KNLOGIN.SUPPORT. {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} ------------- {$Transaction->Content()} And i get this error now :-( Jan 21 14:38:14 bruchtal-www3 RT: Template parsing error: RT::ObjectCustomFieldValue::Description Unimplemented in T. (template line 1) Stack: [/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496] [template:1] [/opt/rt3/lib/RT/Template_Overlay.pm:392] [/opt/rt3/lib/RT/Template_Overlay.pm:313] [/opt/rt3/lib/RT/Action/SendEmail.pm:120] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:234] [/opt/rt3/local/lib/RT/Scrip_Overlay.pm:493] [/opt/rt3/lib/RT/Scrips_Overlay.pm:239] [/opt/rt3/lib/RT/Transaction_Overlay.pm:173] [/opt/rt3/lib/RT/Record.pm:1461] [/opt/rt3/lib/RT/Ticket_Overlay.pm:746] [/opt/rt3/lib/RT/Interface/Web.pm:461] [/opt/rt3/local/html/Ticket/Display.html:71] [/opt/rt3/local/html/Ticket/Create.html:353] [/opt/rt3/share/html/autohandler:291] (/opt/rt3/lib/RT/Template_Overlay.pm:388) Argh...sometimes.... Torsten > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Urspr?ngliche Nachricht----- > Von: Emmanuel Lacour [mailto:elacour at easter-eggs.com] > Gesendet: Montag, 21. Januar 2008 15:31 > An: Ham MI-ID, Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] Simple Question: CustomField of Type > SelectOneValue /How to get the Description from a Scrip/Template? > > On Mon, Jan 21, 2008 at 02:56:27PM +0100, Ham MI-ID, Torsten > Brumm wrote: > > Hi Emmanuel, > > The error message is getting better ;-) > > > > Jan 21 13:53:30 bruchtal-www3 RT: Template parsing error: > Can't locate object method "First" via package "Shipment" > (perhaps you forgot to load "Shipment"?) at template line 1. > Stack: [template:1] > > > > This is the correct Template, without any replacements: > > > > To: {$Ticket->FirstCustomFieldValue('Occured in > > Module')->First->Description;} > > You didn't write exactly what I said ;) > "$Ticket->CustomFieldValues", not "$Ticket->FirstCustomFieldValue". > > See the function FirstCustomFieldValue in lib/RT/Record.pm to > understand it. > > > -- > Emmanuel Lacour ------------------------------------ Easter-eggs > 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? > Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 > mailto:elacour at easter-eggs.com - http://www.easter-eggs.com > From elacour at easter-eggs.com Mon Jan 21 09:40:45 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 21 Jan 2008 15:40:45 +0100 Subject: [rt-users] Oracle 9 and Build.html performance Message-ID: <20080121144045.GK3033@easter-eggs.com> Hi everybody, I'm looking for help or hints on this problem. RT 3.6.5 do the following request when hitting the search page (Build.html, empty, just the query builder) and take 20 seconds to get an empty result from Oracle :( SELECT main.* FROM ( SELECT DISTINCT main.id 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') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ) distinctquery, Users main WHERE ( main.id = distinctquery.id) ORDER BY main.Name ASC; It's a stock RT oracle schema with the followings custom indexes (needed for other performances problem): - FSHACL1 on column OBJECTID, table: ACL, - FSHCGM1 on columns DISABLED,MEMBERID, table: CACHEDGROUPMEMBERS, - FSHGROUPMEMBERS1 on column MEMBERID, table: GROUPMEMBERS, - FSHGROUPS1 on column INSTANCE, table: GROUPS, - FSHPRINCIPALS1 on column DISABLED, table: PRINCIPALS, - FSHTICKETS1 on column STATUS, table: TICKETS. optimizer_mode is "choose" optimizer_index_caching is 50 optimizer_index_cost_adj is 1 I did an explain with the following result: Execution Plan ---------------------------------------------------------- 0 SELECT STATEMENT Optimizer=CHOOSE (Cost=11446 Card=1 Bytes=2 54) 1 0 SORT (ORDER BY) (Cost=11446 Card=1 Bytes=254) 2 1 NESTED LOOPS (Cost=11444 Card=1 Bytes=254) 3 2 VIEW (Cost=11443 Card=1 Bytes=10) 4 3 SORT (UNIQUE) (Cost=11443 Card=1 Bytes=77) 5 4 NESTED LOOPS (Cost=1231 Card=1170677 Bytes=9014212 9) 6 5 HASH JOIN (Cost=1230 Card=20646030161 Bytes=1424 576081109) 7 6 TABLE ACCESS (FULL) OF 'GROUPS' (Cost=195 Card =227456 Bytes=5686400) 8 6 NESTED LOOPS (Cost=205 Card=453847 Bytes=19969 268) 9 8 MERGE JOIN (CARTESIAN) (Cost=204 Card=209510 2 Bytes=83804080) 10 9 INLIST ITERATOR 11 10 INDEX (RANGE SCAN) OF 'ACL1' (NON-UNIQUE ) (Cost=1 Card=23 Bytes=667) 12 9 BUFFER (SORT) (Cost=203 Card=90683 Bytes=9 97513) 13 12 TABLE ACCESS (BY INDEX ROWID) OF 'PRINCI PALS' (Cost=9 Card=90683 Bytes=997513) 14 13 INDEX (RANGE SCAN) OF 'FSHPRINCIPALS1' (NON-UNIQUE) 15 8 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) 16 5 INDEX (RANGE SCAN) OF 'GROUMEM' (NON-UNIQUE) 17 2 TABLE ACCESS (BY INDEX ROWID) OF 'USERS' (Cost=1 Card= 1 Bytes=244) 18 17 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) Statistics ---------------------------------------------------------- 237 recursive calls 0 db block gets 2699081 consistent gets 0 physical reads 0 redo size 1249 bytes sent via SQL*Net to client 275 bytes received via SQL*Net from client 2 SQL*Net roundtrips to/from client 9 sorts (memory) 0 sorts (disk) 0 rows processed Thanks for any help :) -- Emmanuel Lacour From elacour at easter-eggs.com Mon Jan 21 10:22:47 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 21 Jan 2008 16:22:47 +0100 Subject: [rt-users] Simple Question: CustomField of Type SelectOneValue /How to get the Description from a Scrip/Template? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394E37888@w3hamboex11.ger.win.int.kn> References: <20080121143053.GJ3033@easter-eggs.com> <16426EA38D57E74CB1DE5A6AE1DB0394E37888@w3hamboex11.ger.win.int.kn> Message-ID: <20080121152246.GL3033@easter-eggs.com> On Mon, Jan 21, 2008 at 03:40:08PM +0100, Ham MI-ID, Torsten Brumm wrote: > Shame on me... :-( > > Tryed it out with this (re read your Mail ;-) !) > > To: {$Ticket->CustomFieldValues('Occured in Module')->First->Description;} > Subject: {$Ticket->Subject} > > A new ticket has been created in queue HAM.WEBDEV.KNLOGIN.SUPPORT. > > {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} > > ------------- > > {$Transaction->Content()} > > And i get this error now :-( > > Jan 21 14:38:14 bruchtal-www3 RT: Template parsing error: RT::ObjectCustomFieldValue::Description Unimplemented > Argh, it seems that we don't have access to description in this kind of object (RT::ObjectCustomFieldValue) :( No more idea :-/ -- Emmanuel Lacour From torsten.brumm at Kuehne-Nagel.com Mon Jan 21 10:34:00 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 21 Jan 2008 16:34:00 +0100 Subject: AW: [rt-users] Simple Question: CustomField of Type SelectOneValue /How to get the Description from a Scrip/Template? In-Reply-To: <20080121152246.GL3033@easter-eggs.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394E67622@w3hamboex11.ger.win.int.kn> ;-) OK, then i have to go the hard way....but hopefully jesse or one of the RT developers read this mails ;-) Thanks Torsten > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Urspr?ngliche Nachricht----- > Von: Emmanuel Lacour [mailto:elacour at easter-eggs.com] > Gesendet: Montag, 21. Januar 2008 16:23 > An: Ham MI-ID, Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] Simple Question: CustomField of Type > SelectOneValue /How to get the Description from a Scrip/Template? > > On Mon, Jan 21, 2008 at 03:40:08PM +0100, Ham MI-ID, Torsten > Brumm wrote: > > Shame on me... :-( > > > > Tryed it out with this (re read your Mail ;-) !) > > > > To: {$Ticket->CustomFieldValues('Occured in > > Module')->First->Description;} > > Subject: {$Ticket->Subject} > > > > A new ticket has been created in queue HAM.WEBDEV.KNLOGIN.SUPPORT. > > > > {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} > > > > ------------- > > > > {$Transaction->Content()} > > > > And i get this error now :-( > > > > Jan 21 14:38:14 bruchtal-www3 RT: Template parsing error: > > RT::ObjectCustomFieldValue::Description Unimplemented > > > > Argh, it seems that we don't have access to description in > this kind of object (RT::ObjectCustomFieldValue) :( > > No more idea :-/ > > -- > Emmanuel Lacour > From ruz at bestpractical.com Mon Jan 21 11:51:11 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 21 Jan 2008 19:51:11 +0300 Subject: [rt-users] Oracle 9 and Build.html performance In-Reply-To: <20080121144045.GK3033@easter-eggs.com> References: <20080121144045.GK3033@easter-eggs.com> Message-ID: <589c94400801210851s6384cc50x5b630b8f55b10b2e@mail.gmail.com> I'm not that good in oracle's optimizer, but I'm pretty sure that the following index will help you: CREATE INDEX Groups3 ON Groups (LOWER('Type'), LOWER('Domain'), Instance); Can you add it, generate plan again and sent it to the list, so I can check that it really helps in the way I think it should :) On Jan 21, 2008 5:40 PM, Emmanuel Lacour wrote: > > Hi everybody, > > I'm looking for help or hints on this problem. RT 3.6.5 do the following > request when hitting the search page (Build.html, empty, just the query > builder) and take 20 seconds to get an empty result from Oracle :( > > SELECT main.* FROM ( SELECT DISTINCT main.id 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') AND ((ACL_4.ObjectType = > 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain > = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ) > distinctquery, Users main WHERE ( main.id = distinctquery.id) ORDER BY > main.Name ASC; > > > It's a stock RT oracle schema with the followings custom indexes (needed > for other performances problem): > > - FSHACL1 on column OBJECTID, table: ACL, > - FSHCGM1 on columns DISABLED,MEMBERID, table: CACHEDGROUPMEMBERS, > - FSHGROUPMEMBERS1 on column MEMBERID, table: GROUPMEMBERS, > - FSHGROUPS1 on column INSTANCE, table: GROUPS, > - FSHPRINCIPALS1 on column DISABLED, table: PRINCIPALS, > - FSHTICKETS1 on column STATUS, table: TICKETS. > > optimizer_mode is "choose" > optimizer_index_caching is 50 > optimizer_index_cost_adj is 1 > > > I did an explain with the following result: > > Execution Plan > ---------------------------------------------------------- > 0 SELECT STATEMENT Optimizer=CHOOSE (Cost=11446 Card=1 Bytes=2 > 54) > > 1 0 SORT (ORDER BY) (Cost=11446 Card=1 Bytes=254) > 2 1 NESTED LOOPS (Cost=11444 Card=1 Bytes=254) > 3 2 VIEW (Cost=11443 Card=1 Bytes=10) > 4 3 SORT (UNIQUE) (Cost=11443 Card=1 Bytes=77) > 5 4 NESTED LOOPS (Cost=1231 Card=1170677 Bytes=9014212 > 9) > > 6 5 HASH JOIN (Cost=1230 Card=20646030161 Bytes=1424 > 576081109) > > 7 6 TABLE ACCESS (FULL) OF 'GROUPS' (Cost=195 Card > =227456 Bytes=5686400) > > 8 6 NESTED LOOPS (Cost=205 Card=453847 Bytes=19969 > 268) > > 9 8 MERGE JOIN (CARTESIAN) (Cost=204 Card=209510 > 2 Bytes=83804080) > > 10 9 INLIST ITERATOR > 11 10 INDEX (RANGE SCAN) OF 'ACL1' (NON-UNIQUE > ) (Cost=1 Card=23 Bytes=667) > > 12 9 BUFFER (SORT) (Cost=203 Card=90683 Bytes=9 > 97513) > > 13 12 TABLE ACCESS (BY INDEX ROWID) OF 'PRINCI > PALS' (Cost=9 Card=90683 Bytes=997513) > > 14 13 INDEX (RANGE SCAN) OF 'FSHPRINCIPALS1' > (NON-UNIQUE) > > 15 8 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) > 16 5 INDEX (RANGE SCAN) OF 'GROUMEM' (NON-UNIQUE) > 17 2 TABLE ACCESS (BY INDEX ROWID) OF 'USERS' (Cost=1 Card= > 1 Bytes=244) > > 18 17 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) > > > > > Statistics > ---------------------------------------------------------- > 237 recursive calls > 0 db block gets > 2699081 consistent gets > 0 physical reads > 0 redo size > 1249 bytes sent via SQL*Net to client > 275 bytes received via SQL*Net from client > 2 SQL*Net roundtrips to/from client > 9 sorts (memory) > 0 sorts (disk) > 0 rows processed > > > > Thanks for any help :) > > > -- > Emmanuel Lacour > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 torsten.brumm at Kuehne-Nagel.com Mon Jan 21 14:06:14 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 21 Jan 2008 20:06:14 +0100 Subject: [rt-users] How to get CurrentUser from a scrip written to a CF? In-Reply-To: <589c94400801210851s6384cc50x5b630b8f55b10b2e@mail.gmail.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394E676C3@w3hamboex11.ger.win.int.kn> Hi RT Users, Another small problem. I'm trying to write down the CurrentUser Information acting on a ticket to a CF. I tried this code: my $queue = $ticket->QueueObj; my $actualuser = $session{CurrentUser}->Name; $self->TicketObj->AddCustomFieldValue(Field => 'Assigned_by_SA', Value => $acutaluser, RecordTransaction => 0); return 1; Whichs ends up with a strange error message: %sessions not found... I can't find any good solution at the wiki yet. Thanks Torsten Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich haftende Gesellschaft: Kuhne & Nagel A.G., Sitz: Contern/Luxemburg Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne From ruz at bestpractical.com Mon Jan 21 14:16:19 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 21 Jan 2008 22:16:19 +0300 Subject: [rt-users] How to get CurrentUser from a scrip written to a CF? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394E676C3@w3hamboex11.ger.win.int.kn> References: <589c94400801210851s6384cc50x5b630b8f55b10b2e@mail.gmail.com> <16426EA38D57E74CB1DE5A6AE1DB0394E676C3@w3hamboex11.ger.win.int.kn> Message-ID: <589c94400801211116n678b9343w50df6c9d3a0fce0c@mail.gmail.com> $self->Transaction->Creator - id $self->Transaction->CreatorObj - RT::User object On Jan 21, 2008 10:06 PM, Ham MI-ID, Torsten Brumm wrote: > Hi RT Users, > > Another small problem. I'm trying to write down the CurrentUser > Information acting on a ticket to a CF. > > I tried this code: > > my $queue = $ticket->QueueObj; > my $actualuser = $session{CurrentUser}->Name; > $self->TicketObj->AddCustomFieldValue(Field => 'Assigned_by_SA', Value > => $acutaluser, RecordTransaction => 0); > return 1; > > Whichs ends up with a strange error message: %sessions not found... > > I can't find any good solution at the wiki yet. > > Thanks > > Torsten > Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich haftende Gesellschaft: Kuhne & Nagel A.G., Sitz: Contern/Luxemburg Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From theillien at yahoo.com Mon Jan 21 17:46:50 2008 From: theillien at yahoo.com (Mathew) Date: Mon, 21 Jan 2008 17:46:50 -0500 Subject: [rt-users] Very troubling error Message-ID: <479520DA.1060200@yahoo.com> We recently started getting this error which seems to be preventing incoming email from making it into the database: [Mon Jan 21 22:42:30 2008] [warning]: RT::Handle=HASH(0xadd9538) couldn't execute the query 'SELECT DISTINCT main.* FROM ((Tickets main JOIN Groups Groups_1 ON ((Groups_1.Domain = 'RT::Ticket-Role')) AND ( (Groups_1.Type = 'Requestor')) AND ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( (CachedGroupMembers_2.MemberId = Users_3.id))) , Users Users_3 WHERE ((Users_3.id = '60292')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (CachedGroupMembers_2.id IS NOT NULL) ) AND ( (main.Status = 'open') OR (main.Status = 'new') ) ) ORDER BY main.Priority DESC LIMIT 10' at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xadd9538)', 'SELECT DISTINCT main.* FROM ((Tickets main JOIN Groups Group...') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 231 DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xb59cf20)') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 491 DBIx::SearchBuilder::Next('RT::Tickets=HASH(0xb59cf20)') called at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 2670 RT::Tickets::Next('RT::Tickets=HASH(0xb59cf20)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowRequestor line 74 HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315 HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/local/rt3/share/html/Widgets/TitleBox line 51 HTML::Mason::Commands::__ANON__('title_href', 'undef', 'title', 'More about cluther at xybernaut.com') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb33a0dc)', 'title_href', 'undef', 'title', 'More about cluther at company.com') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'title_href', 'undef', 'title', 'More about cluther at company.com') called at /usr/local/rt3/share/html/Ticket/Elements/ShowRequestor line 83 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xb59d67c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb595ae4)', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp('undef', 'undef', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowSummary line 72 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xb59d67c)', 'Attachments', 'RT::Attachments=HASH(0xb578d7c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb581864)', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)', 'Attachments', 'RT::Attachments=HASH(0xb578d7c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp('undef', 'undef', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)', 'Attachments', 'RT::Attachments=HASH(0xb578d7c)') called at /usr/local/rt3/share/html/Ticket/Display.html line 58 HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315 HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/local/rt3/share/html/Widgets/TitleBox line 51 HTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb33a0dc)', 'title', 'Ticket metadata') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'title', 'Ticket metadata') called at /usr/local/rt3/share/html/Ticket/Display.html line 59 HTML::Mason::Commands::__ANON__('id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb5823b0)', 'id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 112208) called at /usr/local/rt3/share/html/autohandler line 291 HTML::Mason::Commands::__ANON__('id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb12686c)', 'id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246 eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa41827c)', 'Apache2::RequestRec=SCALAR(0xb58b3dc)') called at /usr/local/rt3/bin/webmux.pl line 125 eval {...} called at /usr/local/rt3/bin/webmux.pl line 125 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb58b3dc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) Emails are coming into our system but not being handled properly. Can anyone shed some light on this? -- Keep up with my goings on at http://theillien.blogspot.com From theillien at yahoo.com Mon Jan 21 18:04:52 2008 From: theillien at yahoo.com (Mathew) Date: Mon, 21 Jan 2008 18:04:52 -0500 Subject: [rt-users] Very troubling error In-Reply-To: <479520DA.1060200@yahoo.com> References: <479520DA.1060200@yahoo.com> Message-ID: <47952514.8000701@yahoo.com> Additional error prior to the one below: [Mon Jan 21 23:05:37 2008] [warning]: DBD::mysql::st execute failed: Unknown column 'Users_3.id' in 'on clause' at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) Keep up with my goings on at http://theillien.blogspot.com Mathew wrote: > We recently started getting this error which seems to be preventing incoming email from making it into the database: > > [Mon Jan 21 22:42:30 2008] [warning]: RT::Handle=HASH(0xadd9538) couldn't execute the query 'SELECT DISTINCT main.* FROM ((Tickets main JOIN Groups Groups_1 ON ((Groups_1.Domain = 'RT::Ticket-Role')) AND ( (Groups_1.Type = 'Requestor')) AND ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( (CachedGroupMembers_2.MemberId = Users_3.id))) , Users Users_3 WHERE ((Users_3.id = '60292')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (CachedGroupMembers_2.id IS NOT NULL) ) AND ( (main.Status = 'open') OR (main.Status = 'new') ) ) ORDER BY main.Priority DESC LIMIT 10' at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xadd9538)', 'SELECT DISTINCT main.* FROM ((Tickets main JOIN Groups Group...') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 231 > DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xb59cf20)') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 491 > DBIx::SearchBuilder::Next('RT::Tickets=HASH(0xb59cf20)') called at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 2670 > RT::Tickets::Next('RT::Tickets=HASH(0xb59cf20)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowRequestor line 74 > HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315 > HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/local/rt3/share/html/Widgets/TitleBox line 51 > HTML::Mason::Commands::__ANON__('title_href', 'undef', 'title', 'More about cluther at xybernaut.com') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb33a0dc)', 'title_href', 'undef', 'title', 'More about cluther at company.com') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'title_href', 'undef', 'title', 'More about cluther at company.com') called at /usr/local/rt3/share/html/Ticket/Elements/ShowRequestor line 83 > HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xb59d67c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb595ae4)', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp('undef', 'undef', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowSummary line 72 > HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xb59d67c)', 'Attachments', 'RT::Attachments=HASH(0xb578d7c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb581864)', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)', 'Attachments', 'RT::Attachments=HASH(0xb578d7c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp('undef', 'undef', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)', 'Attachments', 'RT::Attachments=HASH(0xb578d7c)') called at /usr/local/rt3/share/html/Ticket/Display.html line 58 > HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315 > HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/local/rt3/share/html/Widgets/TitleBox line 51 > HTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb33a0dc)', 'title', 'Ticket metadata') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'title', 'Ticket metadata') called at /usr/local/rt3/share/html/Ticket/Display.html line 59 > HTML::Mason::Commands::__ANON__('id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb5823b0)', 'id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 112208) called at /usr/local/rt3/share/html/autohandler line 291 > HTML::Mason::Commands::__ANON__('id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb12686c)', 'id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 411 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa41827c)', 'Apache2::RequestRec=SCALAR(0xb58b3dc)') called at /usr/local/rt3/bin/webmux.pl line 125 > eval {...} called at /usr/local/rt3/bin/webmux.pl line 125 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb58b3dc)') called at -e line 0 > eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) > > > Emails are coming into our system but not being handled properly. Can anyone shed some light on this? > From theillien at yahoo.com Mon Jan 21 18:27:06 2008 From: theillien at yahoo.com (Mathew) Date: Mon, 21 Jan 2008 18:27:06 -0500 Subject: [rt-users] Very troubling error In-Reply-To: <47952514.8000701@yahoo.com> References: <479520DA.1060200@yahoo.com> <47952514.8000701@yahoo.com> Message-ID: <47952A4A.4040906@yahoo.com> I think this might be related as well. Seems the Correspondence template is failing. [Mon Jan 21 23:28:14 2008] [error]: Template parsing error: Can't locate object method "id" via package "Ticket" (perhaps you forgot to load "Ticket"?) at template line 5 Stack: [template:5] [/usr/local/rt3/lib/RT/Template_Overlay.pm:392] [/usr/local/rt3/lib/RT/Template_Overlay.pm:313] [/usr/local/rt3/lib/RT/Action/SendEmail.pm:120] [/usr/local/rt3/lib/RT/Action/Notify.pm:67] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:234] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:478] [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:239] [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:173] [/usr/local/rt3/lib/RT/Record.pm:1461] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3554] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3283] [/usr/local/rt3/lib/RT/Record.pm:951] [/usr/local/rt3/lib/RT/Interface/Web.pm:1041] [/usr/local/rt3/lib/RT/Interface/Web.pm:1156] [/usr/local/rt3/share/html/Ticket/Display.html:153] [/usr/local/rt3/local/html/Ticket/Update.html:220] [/usr/local/rt3/share/html/autohandler:291] (/usr/local/rt3/lib/RT/Template_Overlay.pm:388) -- Keep up with my goings on at http://theillien.blogspot.com From ruz at bestpractical.com Mon Jan 21 20:27:28 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 22 Jan 2008 04:27:28 +0300 Subject: [rt-users] Very troubling error In-Reply-To: <479520DA.1060200@yahoo.com> References: <479520DA.1060200@yahoo.com> Message-ID: <589c94400801211727m6a9fed4foe9e3acc801f01209@mail.gmail.com> Upgrade to the latest version of DBIx::SearchBuilder module. On Jan 22, 2008 1:46 AM, Mathew wrote: > We recently started getting this error which seems to be preventing incoming email from making it into the database: > > [Mon Jan 21 22:42:30 2008] [warning]: RT::Handle=HASH(0xadd9538) couldn't execute the query 'SELECT DISTINCT main.* FROM ((Tickets main JOIN Groups Groups_1 ON ((Groups_1.Domain = 'RT::Ticket-Role')) AND ( (Groups_1.Type = 'Requestor')) AND ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( (CachedGroupMembers_2.MemberId = Users_3.id))) , Users Users_3 WHERE ((Users_3.id = '60292')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (CachedGroupMembers_2.id IS NOT NULL) ) AND ( (main.Status = 'open') OR (main.Status = 'new') ) ) ORDER BY main.Priority DESC LIMIT 10' at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xadd9538)', 'SELECT DISTINCT main.* FROM ((Tickets main JOIN Groups Group...') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 231 > DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xb59cf20)') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 491 > DBIx::SearchBuilder::Next('RT::Tickets=HASH(0xb59cf20)') called at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 2670 > RT::Tickets::Next('RT::Tickets=HASH(0xb59cf20)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowRequestor line 74 > HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315 > HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/local/rt3/share/html/Widgets/TitleBox line 51 > HTML::Mason::Commands::__ANON__('title_href', 'undef', 'title', 'More about cluther at xybernaut.com') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb33a0dc)', 'title_href', 'undef', 'title', 'More about cluther at company.com') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'title_href', 'undef', 'title', 'More about cluther at company.com') called at /usr/local/rt3/share/html/Ticket/Elements/ShowRequestor line 83 > HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xb59d67c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb595ae4)', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp('undef', 'undef', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowSummary line 72 > HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xb59d67c)', 'Attachments', 'RT::Attachments=HASH(0xb578d7c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb581864)', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)', 'Attachments', 'RT::Attachments=HASH(0xb578d7c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp('undef', 'undef', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)', 'Attachments', 'RT::Attachments=HASH(0xb578d7c)') called at /usr/local/rt3/share/html/Ticket/Display.html line 58 > HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315 > HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/local/rt3/share/html/Widgets/TitleBox line 51 > HTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb33a0dc)', 'title', 'Ticket metadata') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'title', 'Ticket metadata') called at /usr/local/rt3/share/html/Ticket/Display.html line 59 > HTML::Mason::Commands::__ANON__('id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb5823b0)', 'id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 112208) called at /usr/local/rt3/share/html/autohandler line 291 > HTML::Mason::Commands::__ANON__('id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb12686c)', 'id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 > eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 411 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa41827c)', 'Apache2::RequestRec=SCALAR(0xb58b3dc)') called at /usr/local/rt3/bin/webmux.pl line 125 > eval {...} called at /usr/local/rt3/bin/webmux.pl line 125 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb58b3dc)') called at -e line 0 > eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) > > > Emails are coming into our system but not being handled properly. Can anyone shed some light on this? > > -- > Keep up with my goings on at http://theillien.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From elw at brandorr.com Mon Jan 21 20:41:47 2008 From: elw at brandorr.com (Elijah Wright) Date: Mon, 21 Jan 2008 20:41:47 -0500 Subject: [rt-users] looking for a quick consult... proper list? Message-ID: <57babe2b0801211741i4a260056kc6c8b85cb271a906@mail.gmail.com> Hi, Is it OK to post "hunting a consult" requests here? I checked the list's "welcome" message for a statement of appropriateness; couldn't find anything. Anyway... if this is not the right place, please do direct us appropriately. We're looking for someone to do a few hours of RT consulting for an existing client. Their adoption of RT, and the complexity of their requests, has just outstripped our ability to effectively support. We'd like to pay someone with "mad skills" a reasonable fee to take care of them in a batch, and possibly on an ongoing basis. If you're an RT specialist, want some extra work, and have a few available slots in your schedule, please do get in touch with me. thanks, --elijah [elw at brandorr.com] -------------- next part -------------- An HTML attachment was scrubbed... URL: From theillien at yahoo.com Mon Jan 21 20:40:25 2008 From: theillien at yahoo.com (Mathew) Date: Mon, 21 Jan 2008 20:40:25 -0500 Subject: [rt-users] Very troubling error In-Reply-To: <589c94400801211727m6a9fed4foe9e3acc801f01209@mail.gmail.com> References: <479520DA.1060200@yahoo.com> <589c94400801211727m6a9fed4foe9e3acc801f01209@mail.gmail.com> Message-ID: <47954989.2030908@yahoo.com> Simple as that? That's a relief. Keep up with my goings on at http://theillien.blogspot.com Ruslan Zakirov wrote: > Upgrade to the latest version of DBIx::SearchBuilder module. > From theillien at yahoo.com Mon Jan 21 20:41:29 2008 From: theillien at yahoo.com (Mathew) Date: Mon, 21 Jan 2008 20:41:29 -0500 Subject: [rt-users] looking for a quick consult... proper list? In-Reply-To: <57babe2b0801211741i4a260056kc6c8b85cb271a906@mail.gmail.com> References: <57babe2b0801211741i4a260056kc6c8b85cb271a906@mail.gmail.com> Message-ID: <479549C9.6090609@yahoo.com> You may want to just get ahold of Best Practical as they make it their business to do this sort of thing. Keep up with my goings on at http://theillien.blogspot.com Elijah Wright wrote: > > Hi, > > Is it OK to post "hunting a consult" requests here? I checked the > list's "welcome" message for a statement of appropriateness; couldn't > find anything. Anyway... if this is not the right place, please do > direct us appropriately. > > We're looking for someone to do a few hours of RT consulting for an > existing client. Their adoption of RT, and the complexity of their > requests, has just outstripped our ability to effectively support. We'd > like to pay someone with "mad skills" a reasonable fee to take care of > them in a batch, and possibly on an ongoing basis. > > If you're an RT specialist, want some extra work, and have a few > available slots in your schedule, please do get in touch with me. > > thanks, > > --elijah > [elw at brandorr.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 Roy.Sowa at rcmp-grc.gc.ca Mon Jan 21 21:18:25 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Mon, 21 Jan 2008 21:18:25 -0500 Subject: [rt-users] rt-mailgate HTTPS In-Reply-To: <589c94400801201035v346b9d73g2bdcbad0be87416@mail.gmail.com> References: <47931059020000AE00005D73@ACPIC-S406.a.rcmp-grc.gc.ca> <47933939020000AE00005D7F@ACPIC-S405.RCMP-GRC.GC.CA> <589c94400801201035v346b9d73g2bdcbad0be87416@mail.gmail.com> Message-ID: <47950C21020000AE00005DA4@ACPIC-S405.RCMP-GRC.GC.CA> That little hint was what I needed , thanks Ruslan It was not intentional, trust me !!! Although everything was working using the GUI, I had numerous ownership and permission confusion throughout my install. The most glaring, carrying over the apache user in my rt group as it was on my original system and now running lighttpd as a different user name. Thanks to you all , for your help and patience. >>> "Ruslan Zakirov" 2008-01-20 13:35 >>> This output suggest me that you've disabled mason for /NoAuth/... paph. Best regards, Ruslan. From elw at brandorr.com Mon Jan 21 21:40:51 2008 From: elw at brandorr.com (Elijah Wright) Date: Mon, 21 Jan 2008 21:40:51 -0500 Subject: [rt-users] disable autoreply on one queue only? Message-ID: <57babe2b0801211840o16bb371es23782ab90039927c@mail.gmail.com> Hi, we need to do a bulk import of some emails into tickets, but we want to not flood the original requestors with "ticket generation autoreplies". I see that we can disable autoreply by removing the global scrip that does that; however, we don't really want to remove it (and disable autoreplies for other queues...) just because we want to do this one bulk import. Is there an easy way to do this without taking our install offline temporarily, and without having to simply induce administrative downtime for the rest of the install? [I apologize in advance if this is a real newbie question... I'm afraid that it probably is.] --elijah -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Tue Jan 22 01:46:07 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Tue, 22 Jan 2008 07:46:07 +0100 Subject: AW: [rt-users] How to get CurrentUser from a scrip written to a CF? In-Reply-To: <589c94400801211116n678b9343w50df6c9d3a0fce0c@mail.gmail.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394E676D8@w3hamboex11.ger.win.int.kn> Hi Ruslan, Many thanks for your help. $self->Transaction->CreatorObj wont work for me, played around a little and got success with: $self->TransactionObj->CreatorObj->Name But it was a good hint into the correct direction. Thanks Torsten > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Urspr?ngliche Nachricht----- > Von: ruslan.zakirov at gmail.com > [mailto:ruslan.zakirov at gmail.com] Im Auftrag von Ruslan Zakirov > Gesendet: Montag, 21. Januar 2008 20:16 > An: Ham MI-ID, Torsten Brumm > Cc: rt-users at bestpractical.com > Betreff: Re: [rt-users] How to get CurrentUser from a scrip > written to a CF? > > $self->Transaction->Creator - id > $self->Transaction->CreatorObj - RT::User object > > On Jan 21, 2008 10:06 PM, Ham MI-ID, Torsten Brumm > wrote: > > Hi RT Users, > > > > Another small problem. I'm trying to write down the CurrentUser > > Information acting on a ticket to a CF. > > > > I tried this code: > > > > my $queue = $ticket->QueueObj; > > my $actualuser = $session{CurrentUser}->Name; > > $self->TicketObj->AddCustomFieldValue(Field => > 'Assigned_by_SA', Value > > => $acutaluser, RecordTransaction => 0); return 1; > > > > Whichs ends up with a strange error message: %sessions not found... > > > > I can't find any good solution at the wiki yet. > > > > Thanks > > > > Torsten > > Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann > > (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten > > Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn > > (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, > > USt-IdNr.: DE 812773878, Personlich haftende Gesellschaft: Kuhne & > > Nagel A.G., Sitz: Contern/Luxemburg Geschaftsfuhrender > Verwaltungsrat: > > Klaus-Michael Kuhne > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. > From elacour at easter-eggs.com Tue Jan 22 03:03:07 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 22 Jan 2008 09:03:07 +0100 Subject: [rt-users] disable autoreply on one queue only? In-Reply-To: <57babe2b0801211840o16bb371es23782ab90039927c@mail.gmail.com> References: <57babe2b0801211840o16bb371es23782ab90039927c@mail.gmail.com> Message-ID: <20080122080307.GA9179@easter-eggs.com> On Mon, Jan 21, 2008 at 09:40:51PM -0500, Elijah Wright wrote: > Hi, > > we need to do a bulk import of some emails into tickets, but we want to not > flood the original requestors with "ticket generation autoreplies". > > I see that we can disable autoreply by removing the global scrip that does > that; however, we don't really want to remove it (and disable autoreplies > for other queues...) just because we want to do this one bulk import. > > Is there an easy way to do this without taking our install offline > temporarily, and without having to simply induce administrative downtime for > the rest of the install? > Depending of your setup, you can flush your mailq on the RT server, then block the smtp port using iptables, then import your mails, then remove all outgoing messages from the smtp queue, then reopen the smtp port. Or you can edit the autoreply scrips and change the condition to be user defined and write a custom condition wich never match, then import, then revert the condition. You can also edit the RT configuration file to change $SendmailPath to /bin/true, this will disable all outgoing emails from RT. Remember that some of the previous solutions disable all the RT outgoing emails, so if your users continues to use RT during the import, their answer will never go out. Last idea, add to all your emails to import, a custom header to identify them, then change the condition in autoreply scrip to filter on this header. This way will not disturb your users. From JoopvandeWege at mococo.nl Tue Jan 22 03:22:22 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Tue, 22 Jan 2008 09:22:22 +0100 Subject: [rt-users] disable autoreply on one queue only? In-Reply-To: <57babe2b0801211840o16bb371es23782ab90039927c@mail.gmail.com> References: <57babe2b0801211840o16bb371es23782ab90039927c@mail.gmail.com> Message-ID: <4795A7BE.5060800@mococo.nl> Elijah Wright wrote: > > > Hi, > > we need to do a bulk import of some emails into tickets, but we want > to not flood the original requestors with "ticket generation autoreplies". > > I see that we can disable autoreply by removing the global scrip that > does that; however, we don't really want to remove it (and disable > autoreplies for other queues...) just because we want to do this one > bulk import. > > Is there an easy way to do this without taking our install offline > temporarily, and without having to simply induce administrative > downtime for the rest of the install? There is an extension written by Dirk Pape which allows you to disable scrips on a global and at queue level. Took some searching but here is the URL to it: http://page.mi.fu-berlin.de/pape/rt3/patches/rt Look for deactivate scrip-3.6.patch if you're using RT3.6.x Joop From torsten.brumm at Kuehne-Nagel.com Tue Jan 22 03:22:32 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Tue, 22 Jan 2008 09:22:32 +0100 Subject: [rt-users] Searches.... and CurrentUser In-Reply-To: <20080122080307.GA9179@easter-eggs.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394E67753@w3hamboex11.ger.win.int.kn> Hi RT List, I remember some weeks ago a bigger threat regarding searches with CurrentUser inside. Today i tried to create a global SavedSearch like this: AdminCc.Name = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' ) I copied this from My Tickets: Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' ) I also tried AdminCc.Name like '__CurrentUser__' both without success. I'm using RT 3.6.5 (not the lastest patches and Updates installed). Did i missed something during the last weeks??? Is there any solution for this??? Thanks Torsten Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich haftende Gesellschaft: Kuhne & Nagel A.G., Sitz: Contern/Luxemburg Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne From elacour at easter-eggs.com Tue Jan 22 03:45:29 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 22 Jan 2008 09:45:29 +0100 Subject: [rt-users] Searches.... and CurrentUser In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394E67753@w3hamboex11.ger.win.int.kn> References: <20080122080307.GA9179@easter-eggs.com> <16426EA38D57E74CB1DE5A6AE1DB0394E67753@w3hamboex11.ger.win.int.kn> Message-ID: <20080122084529.GB9179@easter-eggs.com> On Tue, Jan 22, 2008 at 09:22:32AM +0100, Ham MI-ID, Torsten Brumm wrote: > Hi RT List, > > I remember some weeks ago a bigger threat regarding searches with > CurrentUser inside. > > Today i tried to create a global SavedSearch like this: AdminCc.Name = > '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' ) > > I copied this from My Tickets: Owner = '__CurrentUser__' AND ( Status = > 'new' OR Status = 'open' ) > > I also tried AdminCc.Name like '__CurrentUser__' both without success. I'm pretty sure that __CurrentUser__ = User.id, not User.Name :( So try either AdminCc.Id = '__CurrentUser__'. Here I have search with Requestor.Id = '__CurrentUser__' which works. From elacour at easter-eggs.com Tue Jan 22 06:25:09 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 22 Jan 2008 12:25:09 +0100 Subject: [rt-users] Oracle 9 and Build.html performance In-Reply-To: <589c94400801210851s6384cc50x5b630b8f55b10b2e@mail.gmail.com> References: <20080121144045.GK3033@easter-eggs.com> <589c94400801210851s6384cc50x5b630b8f55b10b2e@mail.gmail.com> Message-ID: <20080122112509.GA13071@easter-eggs.com> On Mon, Jan 21, 2008 at 07:51:11PM +0300, Ruslan Zakirov wrote: > I'm not that good in oracle's optimizer, but I'm pretty sure that the > following index will help you: > CREATE INDEX Groups3 ON Groups (LOWER('Type'), LOWER('Domain'), Instance); > > Can you add it, generate plan again and sent it to the list, so I can > check that it really helps in the way I think it should :) > Thanks for your help Ruslan! Unfortunatly, it didn't solve anything :( An interesting think is that I tried the same request on an Oracle 10g, with same content ... and here no problem of performances with the stock RT indexes. So maybe we would better try to upgrade to Oracle 10g. I did: SQL> set autotrace on SQL> CREATE INDEX Groups3 ON Groups (LOWER('Type'), LOWER('Domain'), Instance); Index created. SQL> execute dbms_utility.analyze_schema( 'RT', 'estimate'); then here is the plan for the same request: Execution Plan ---------------------------------------------------------- 0 SELECT STATEMENT Optimizer=CHOOSE (Cost=11446 Card=1 Bytes=2 54) 1 0 SORT (ORDER BY) (Cost=11446 Card=1 Bytes=254) 2 1 NESTED LOOPS (Cost=11444 Card=1 Bytes=254) 3 2 VIEW (Cost=11443 Card=1 Bytes=10) 4 3 SORT (UNIQUE) (Cost=11443 Card=1 Bytes=77) 5 4 NESTED LOOPS (Cost=1231 Card=1170677 Bytes=9014212 9) 6 5 HASH JOIN (Cost=1230 Card=20646030161 Bytes=1424 576081109) 7 6 TABLE ACCESS (FULL) OF 'GROUPS' (Cost=195 Card =227456 Bytes=5686400) 8 6 NESTED LOOPS (Cost=205 Card=453847 Bytes=19969 268) 9 8 MERGE JOIN (CARTESIAN) (Cost=204 Card=209510 2 Bytes=83804080) 10 9 INLIST ITERATOR 11 10 INDEX (RANGE SCAN) OF 'ACL1' (NON-UNIQUE ) (Cost=1 Card=23 Bytes=667) 12 9 BUFFER (SORT) (Cost=203 Card=90683 Bytes=9 97513) 13 12 TABLE ACCESS (BY INDEX ROWID) OF 'PRINCI PALS' (Cost=9 Card=90683 Bytes=997513) 14 13 INDEX (RANGE SCAN) OF 'FSHPRINCIPALS1' (NON-UNIQUE) 15 8 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) 16 5 INDEX (RANGE SCAN) OF 'GROUMEM' (NON-UNIQUE) 17 2 TABLE ACCESS (BY INDEX ROWID) OF 'USERS' (Cost=1 Card= 1 Bytes=244) 18 17 INDEX (UNIQUE SCAN) OF 'USERS_KEY' (UNIQUE) Statistics ---------------------------------------------------------- 0 recursive calls 0 db block gets 2699012 consistent gets 0 physical reads 0 redo size 1235 bytes sent via SQL*Net to client 275 bytes received via SQL*Net from client 2 SQL*Net roundtrips to/from client 3 sorts (memory) 0 sorts (disk) 0 rows processed Also here is some statistics for this database: SQL> SELECT count(*) FROM Attachments; 627770 SQL> SELECT count(*) FROM Queues; 334 SQL> SELECT count(*) FROM Links; 1737 SQL> SELECT count(*) FROM Principals; 358744 SQL> SELECT count(*) FROM Groups; 338358 SQL> SELECT count(*) FROM ScripConditions; 10 SQL> SELECT count(*) FROM Transactions; 1361371 SQL> SELECT count(*) FROM Scrips; 164 SQL> SELECT count(*) FROM ACL; 4124 SQL> SELECT count(*) FROM GroupMembers; 330161 SQL> SELECT count(*) FROM CachedGroupMembers; 981829 SQL> SELECT count(*) FROM Users; 19645 SQL> SELECT count(*) FROM Tickets; 76012 SQL> SELECT count(*) FROM ScripActions; 17 SQL> SELECT count(*) FROM Templates; 58 SQL> SELECT count(*) FROM ObjectCustomFields; 1198 SQL> SELECT count(*) FROM ObjectCustomFieldValues; 101937 SQL> SELECT count(*) FROM CustomFields; 176 SQL> SELECT count(*) FROM CustomFieldValues; 1244 SQL> SELECT count(*) FROM Attributes; 1316 SQL> SELECT count(*) FROM sessions; 0 From dimmus at agava.com Tue Jan 22 06:36:40 2008 From: dimmus at agava.com (Artem A. Kuzyakov) Date: Tue, 22 Jan 2008 14:36:40 +0300 Subject: [rt-users] At adjustment RT 3.6.5 problem with sessions. Message-ID: <200801221436.40312.dimmus@agava.com> MySQL: table "sessions" in which there is a field "a_session" which type is appropriated "longblob". At testing for the big size of a DB (~1.5Gb) and quantity tickets (~50000), brakes begin. Ticket opens about one minute (a lot of tickets number is raises), perl eats all system resources, references to DB do not occur (strace -p PID on a demon httpd at work apache with mod_perl - gives out: time (NULL) = 1201000846). It has been noticed only casual by image if to expose type "a_session" in "longtext" (that is not correct type) all starts to work it is remarkable, only, naturally, sessions cease to work. Set ($WebSessionClass, ' Apache:: Session:: File '); which is responsible for storage of sessions not in a DB - as any successes has not given. Sessions work, RT hangs. PostgreSQL: a similar situation. Gentoo 2007.0 MySQL 5.0.44 or PostgreSQL 8.2.6 Perl 5.8.8 apache 2.2.6 with mod_perl or nginx with fastcgi 0.6.25 -- Best Regards, Artem A. Kuzyakov System Administrator AGAVA - Software Company http://www.agava.ru/ http://www.renter.ru/ dimmus at agava.com Tel.: +7 (495) 408-17-90 From JoopvandeWege at mococo.nl Tue Jan 22 07:16:26 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Tue, 22 Jan 2008 13:16:26 +0100 Subject: [rt-users] Oracle 9 and Build.html performance In-Reply-To: <20080122112509.GA13071@easter-eggs.com> References: <20080121144045.GK3033@easter-eggs.com> <589c94400801210851s6384cc50x5b630b8f55b10b2e@mail.gmail.com> <20080122112509.GA13071@easter-eggs.com> Message-ID: <4795DE9A.3090505@mococo.nl> Emmanuel Lacour wrote: > SQL> set autotrace on > SQL> CREATE INDEX Groups3 ON Groups (LOWER('Type'), LOWER('Domain'), Instance); > Index created. > SQL> execute dbms_utility.analyze_schema( 'RT', 'estimate'); > Any particular reason to run 'estimate' instead of 'compute' ? Further your output of Oracle10g looks almost identical/is identical to the output of Oracle9. That sounds to me like a copy/paste problem because that is not what I expect and contradicts your own statement that Oracle10 is faster than Oracle9. Joop From torsten.brumm at Kuehne-Nagel.com Tue Jan 22 07:29:11 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Tue, 22 Jan 2008 13:29:11 +0100 Subject: AW: [rt-users] Searches.... and CurrentUser In-Reply-To: <20080122084529.GB9179@easter-eggs.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394E6792E@w3hamboex11.ger.win.int.kn> Hi Emmanuel, You are great! Thanks again for your help :-) Its working perfect!!! Torsten > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > von Emmanuel Lacour > Gesendet: Dienstag, 22. Januar 2008 09:45 > An: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] Searches.... and CurrentUser > > On Tue, Jan 22, 2008 at 09:22:32AM +0100, Ham MI-ID, Torsten > Brumm wrote: > > Hi RT List, > > > > I remember some weeks ago a bigger threat regarding searches with > > CurrentUser inside. > > > > Today i tried to create a global SavedSearch like this: > AdminCc.Name = > > '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' ) > > > > I copied this from My Tickets: Owner = '__CurrentUser__' > AND ( Status > > = 'new' OR Status = 'open' ) > > > > I also tried AdminCc.Name like '__CurrentUser__' both > without success. > > I'm pretty sure that __CurrentUser__ = User.id, not User.Name :( > > So try either AdminCc.Id = '__CurrentUser__'. > > Here I have search with Requestor.Id = '__CurrentUser__' which works. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial > support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From kamber.dalal at verizonbusiness.com Tue Jan 22 08:34:37 2008 From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber)) Date: Tue, 22 Jan 2008 13:34:37 +0000 Subject: [rt-users] RT errors Message-ID: The following errors are being logged. Can you please assist in determining the possible causes. Thank you, Kamber Dalal Jan 21 15:13:10 nso-ticket RT: Use of uninitialized value in substitution (s///) at /opt/rt3.6/lib/RT/Interface/Web.pm line 1266. (/opt/rt3.6/lib/RT/Interface/Web.pm:1266) Jan 21 15:13:59 nso-ticket RT: Use of uninitialized value in string ne at /opt/rt3.6/lib/RT/Interface/Web.pm line 1481. (/opt/rt3.6/lib/RT/Interface/Web.pm:1481) Jan 21 15:14:00 nso-ticket RT: Use of uninitialized value in substitution (s///) at /opt/rt3.6/lib/RT/Interface/Web.pm line 617. (/opt/rt3.6/lib/RT/Interface/Web.pm:617) Jan 21 15:14:00 nso-ticket RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3.6/lib/RT/I18N.pm:414) Jan 21 15:14:00 nso-ticket RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3.6/lib/RT/I18N.pm:414) Jan 21 15:14:09 nso-ticket RT: Use of uninitialized value in substitution (s///) at /opt/rt3.6/lib/RT/Interface/Web.pm line 1266. (/opt/rt3.6/lib/RT/Interface/Web.pm:1266) Jan 21 15:14:50 nso-ticket RT: Use of uninitialized value in substitution (s///) at /opt/rt3.6/lib/RT/Interface/Web.pm line 1266. (/opt/rt3.6/lib/RT/Interface/Web.pm:1266) Jan 21 15:14:50 nso-ticket RT: Use of uninitialized value in string ne at /opt/rt3.6/lib/RT/Interface/Web.pm line 1481. (/opt/rt3.6/lib/RT/Interface/Web.pm:1481) Jan 21 15:14:51 nso-ticket RT: Use of uninitialized value in pattern match (m//) at /opt/rt3.6/lib/RT/Interface/Web.pm line 1390. (/opt/rt3.6/lib/RT/Interface/Web.pm:1390) Jan 21 15:15:40 nso-ticket RT: Use of uninitialized value in substitution (s///) at /opt/rt3.6/lib/RT/Interface/Web.pm line 1266. (/opt/rt3.6/lib/RT/Interface/Web.pm:1266) Jan 21 15:16:20 nso-ticket RT: Use of uninitialized value in substitution (s///) at /opt/rt3.6/lib/RT/Interface/Web.pm line 1266. (/opt/rt3.6/lib/RT/Interface/Web.pm:1266) Jan 21 15:22:23 nso-ticket RT: Use of uninitialized value in string ne at /opt/rt3.6/lib/RT/Interface/Web.pm line 1481. (/opt/rt3.6/lib/RT/Interface/Web.pm:1481) Jan 21 15:22:23 nso-ticket RT: Use of uninitialized value in substitution (s///) at /opt/rt3.6/lib/RT/Interface/Web.pm line 617. (/opt/rt3.6/lib/RT/Interface/Web.pm:617) Jan 21 15:22:23 nso-ticket RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3.6/lib/RT/I18N.pm:414) Jan 21 15:22:23 nso-ticket RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3.6/lib/RT/I18N.pm:414) Jan 21 15:22:45 nso-ticket RT: Use of uninitialized value in substitution (s///) at /opt/rt3.6/lib/RT/Interface/Web.pm line 1266. (/opt/rt3.6/lib/RT/Interface/Web.pm:1266) Jan 21 15:22:45 nso-ticket RT: Use of uninitialized value in string ne at /opt/rt3.6/lib/RT/Interface/Web.pm line 1481. (/opt/rt3.6/lib/RT/Interface/Web.pm:1481) Jan 21 15:22:45 nso-ticket RT: Use of uninitialized value in pattern match (m//) at /opt/rt3.6/lib/RT/Interface/Web.pm line 1390. (/opt/rt3.6/lib/RT/Interface/Web.pm:1390) Jan 21 15:30:12 nso-ticket RT: Use of uninitialized value in substitution (s///) at /opt/rt3.6/lib/RT/Interface/Web.pm line 1266. (/opt/rt3.6/lib/RT/Interface/Web.pm:1266) Jan 21 15:34:01 nso-ticket RT: Use of uninitialized value in substitution (s///) at /opt/rt3.6/lib/RT/Interface/Web.pm line 1266. (/opt/rt3.6/lib/RT/Interface/Web.pm:1266) Jan 21 15:37:43 nso-ticket RT: Use of uninitialized value in substitution (s///) at /opt/rt3.6/lib/RT/Interface/Web.pm line 1266. (/opt/rt3.6/lib/RT/Interface/Web.pm:1266) Jan 21 15:40:58 nso-ticket RT: Use of uninitialized value in pattern match (m//) at /opt/rt3.6/lib/RT/Interface/Web.pm line 1637. (/opt/rt3.6/lib/RT/Interface/Web.pm:1637) Jan 21 15:34:01 nso-ticket RT: Use of uninitialized value in substitution (s///) at /opt/rt3.6/lib/RT/Interface/Web.pm line 1266. (/opt/rt3.6/lib/RT/Interface/Web.pm:1266) From elacour at easter-eggs.com Tue Jan 22 08:49:24 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 22 Jan 2008 14:49:24 +0100 Subject: [rt-users] Oracle 9 and Build.html performance In-Reply-To: <4795DE9A.3090505@mococo.nl> References: <20080121144045.GK3033@easter-eggs.com> <589c94400801210851s6384cc50x5b630b8f55b10b2e@mail.gmail.com> <20080122112509.GA13071@easter-eggs.com> <4795DE9A.3090505@mococo.nl> Message-ID: <20080122134924.GE13071@easter-eggs.com> On Tue, Jan 22, 2008 at 01:16:26PM +0100, Joop wrote: > Emmanuel Lacour wrote: > >SQL> set autotrace on > >SQL> CREATE INDEX Groups3 ON Groups (LOWER('Type'), LOWER('Domain'), > >Instance); > >Index created. > >SQL> execute dbms_utility.analyze_schema( 'RT', 'estimate'); > > > Any particular reason to run 'estimate' instead of 'compute' ? Yes, I follow the rt README.Oracle ;) and I wasn't aware of "compute" ;) > > Further your output of Oracle10g looks almost identical/is identical to > the output of Oracle9. That sounds to me like a copy/paste problem > because that is not what I expect and contradicts your own statement > that Oracle10 is faster than Oracle9. > No It's just because the explain plan I gave is not about oracle 10g, but about the request on oracle 9 with the indexes proposed by Ruslan. Here is the result from oracle 10g, first request took about 25 seconds, if I run it a second time, less than 1 second: ===== First ===== Execution Plan ---------------------------------------------------------- Plan hash value: 1378103328 -------------------------------------------------------------------------------- ------------------- | Id | Operation | Name | Rows | Bytes |TempSpc| Cost (%CPU)| Time | -------------------------------------------------------------------------------- ------------------- | 0 | SELECT STATEMENT | | 1699 | 386K| | 718 9 (3)| 00:01:27 | | 1 | SORT ORDER BY | | 1699 | 386K| 1064K| 718 9 (3)| 00:01:27 | |* 2 | HASH JOIN | | 1699 | 386K| | 710 0 (3)| 00:01:26 | | 3 | VIEW | | 1699 | 6796 | | 694 4 (3)| 00:01:24 | | 4 | HASH UNIQUE | | 1699 | 127K| 65M| 694 4 (3)| 00:01:24 | |* 5 | HASH JOIN | | 767K| 56M| | 199 2 (4)| 00:00:24 | | 6 | INLIST ITERATOR | | | | | | | |* 7 | INDEX RANGE SCAN | ACL1 | 21 | 609 | | 3 (0)| 00:00:01 | |* 8 | HASH JOIN | | 185K| 8715K| 4944K| 198 0 (4)| 00:00:24 | |* 9 | TABLE ACCESS FULL | GROUPS | 136K| 3340K| | 45 5 (3)| 00:00:06 | |* 10 | HASH JOIN | | 185K| 4176K| | 96 9 (5)| 00:00:12 | |* 11 | HASH JOIN | | 16950 | 248K| | 27 9 (5)| 00:00:04 | |* 12 | INDEX FAST FULL SCAN| USERS_KEY | 16950 | 67800 | | 1 1 (0)| 00:00:01 | |* 13 | TABLE ACCESS FULL | PRINCIPALS | 72207 | 775K| | 26 6 (5)| 00:00:04 | |* 14 | INDEX FAST FULL SCAN | GROUMEM | 789K| 6164K| | 67 9 (3)| 00:00:09 | | 15 | TABLE ACCESS FULL | USERS | 16951 | 3790K| | 15 5 (2)| 00:00:02 | -------------------------------------------------------------------------------- ------------------- Predicate Information (identified by operation id): --------------------------------------------------- 2 - access("MAIN"."ID"="DISTINCTQUERY"."ID") 5 - access("ACL_4"."PRINCIPALTYPE"="GROUPS_3"."TYPE") 7 - access("ACL_4"."RIGHTNAME"='OwnTicket' AND ("ACL_4"."OBJECTTYPE"='RT::Que ue' OR "ACL_4"."OBJECTTYPE"='RT::System')) 8 - access("GROUPS_3"."ID"="CACHEDGROUPMEMBERS_2"."GROUPID") 9 - filter("GROUPS_3"."DOMAIN"='RT::Queue-Role' OR "GROUPS_3"."DOMAIN"='RT::System-Role') 10 - access("CACHEDGROUPMEMBERS_2"."MEMBERID"="PRINCIPALS_1"."ID") 11 - access("PRINCIPALS_1"."ID"="MAIN"."ID") 12 - filter("MAIN"."ID"<>1) 13 - filter("PRINCIPALS_1"."DISABLED"=0 AND "PRINCIPALS_1"."PRINCIPALTYPE"='Us er' AND "PRINCIPALS_1"."ID"<>1) 14 - filter("CACHEDGROUPMEMBERS_2"."MEMBERID"<>1) Statistics ---------------------------------------------------------- 0 recursive calls 0 db block gets 5001 consistent gets 2550 physical reads 0 redo size 2379 bytes sent via SQL*Net to client 384 bytes received via SQL*Net from client 2 SQL*Net roundtrips to/from client 1 sorts (memory) 0 sorts (disk) 0 rows processed ====== Second ====== Execution Plan ---------------------------------------------------------- Plan hash value: 1378103328 -------------------------------------------------------------------------------- ------------------- | Id | Operation | Name | Rows | Bytes |TempSpc| Cost (%CPU)| Time | -------------------------------------------------------------------------------- ------------------- | 0 | SELECT STATEMENT | | 1699 | 386K| | 718 9 (3)| 00:01:27 | | 1 | SORT ORDER BY | | 1699 | 386K| 1064K| 718 9 (3)| 00:01:27 | |* 2 | HASH JOIN | | 1699 | 386K| | 710 0 (3)| 00:01:26 | | 3 | VIEW | | 1699 | 6796 | | 694 4 (3)| 00:01:24 | | 4 | HASH UNIQUE | | 1699 | 127K| 65M| 694 4 (3)| 00:01:24 | |* 5 | HASH JOIN | | 767K| 56M| | 199 2 (4)| 00:00:24 | | 6 | INLIST ITERATOR | | | | | | | |* 7 | INDEX RANGE SCAN | ACL1 | 21 | 609 | | 3 (0)| 00:00:01 | |* 8 | HASH JOIN | | 185K| 8715K| 4944K| 198 0 (4)| 00:00:24 | |* 9 | TABLE ACCESS FULL | GROUPS | 136K| 3340K| | 45 5 (3)| 00:00:06 | |* 10 | HASH JOIN | | 185K| 4176K| | 96 9 (5)| 00:00:12 | |* 11 | HASH JOIN | | 16950 | 248K| | 27 9 (5)| 00:00:04 | |* 12 | INDEX FAST FULL SCAN| USERS_KEY | 16950 | 67800 | | 1 1 (0)| 00:00:01 | |* 13 | TABLE ACCESS FULL | PRINCIPALS | 72207 | 775K| | 26 6 (5)| 00:00:04 | |* 14 | INDEX FAST FULL SCAN | GROUMEM | 789K| 6164K| | 67 9 (3)| 00:00:09 | | 15 | TABLE ACCESS FULL | USERS | 16951 | 3790K| | 15 5 (2)| 00:00:02 | -------------------------------------------------------------------------------- ------------------- Predicate Information (identified by operation id): --------------------------------------------------- 2 - access("MAIN"."ID"="DISTINCTQUERY"."ID") 5 - access("ACL_4"."PRINCIPALTYPE"="GROUPS_3"."TYPE") 7 - access("ACL_4"."RIGHTNAME"='OwnTicket' AND ("ACL_4"."OBJECTTYPE"='RT::Que ue' OR "ACL_4"."OBJECTTYPE"='RT::System')) 8 - access("GROUPS_3"."ID"="CACHEDGROUPMEMBERS_2"."GROUPID") 9 - filter("GROUPS_3"."DOMAIN"='RT::Queue-Role' OR "GROUPS_3"."DOMAIN"='RT::System-Role') 10 - access("CACHEDGROUPMEMBERS_2"."MEMBERID"="PRINCIPALS_1"."ID") 11 - access("PRINCIPALS_1"."ID"="MAIN"."ID") 12 - filter("MAIN"."ID"<>1) 13 - filter("PRINCIPALS_1"."DISABLED"=0 AND "PRINCIPALS_1"."PRINCIPALTYPE"='Us er' AND "PRINCIPALS_1"."ID"<>1) 14 - filter("CACHEDGROUPMEMBERS_2"."MEMBERID"<>1) Statistics ---------------------------------------------------------- 0 recursive calls 0 db block gets 5001 consistent gets 0 physical reads 0 redo size 2379 bytes sent via SQL*Net to client 384 bytes received via SQL*Net from client 2 SQL*Net roundtrips to/from client 1 sorts (memory) 0 sorts (disk) 0 rows processed From elacour at easter-eggs.com Tue Jan 22 08:58:54 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 22 Jan 2008 14:58:54 +0100 Subject: [rt-users] RT errors In-Reply-To: References: Message-ID: <20080122135854.GH13071@easter-eggs.com> On Tue, Jan 22, 2008 at 01:34:37PM +0000, Dalal, Kamber Z (Kamber) wrote: > The following errors are being logged. Can you please assist in > determining the possible causes. > It's only some warnings, you can ignore them. It's fixed in RT 3.6-RELEASE svn. Dirk Pape gave a patch on this list (or rt-devel) some weeks ago if you wan't. http://page.mi.fu-berlin.de/pape/rt3/patches/rt/ -> less_warnings...patch From JoopvandeWege at mococo.nl Tue Jan 22 09:26:18 2008 From: JoopvandeWege at mococo.nl (Joop) Date: Tue, 22 Jan 2008 15:26:18 +0100 Subject: [rt-users] Oracle 9 and Build.html performance In-Reply-To: <20080122134924.GE13071@easter-eggs.com> References: <20080121144045.GK3033@easter-eggs.com> <589c94400801210851s6384cc50x5b630b8f55b10b2e@mail.gmail.com> <20080122112509.GA13071@easter-eggs.com> <4795DE9A.3090505@mococo.nl> <20080122134924.GE13071@easter-eggs.com> Message-ID: <4795FD0A.5000701@mococo.nl> Emmanuel Lacour wrote: > On Tue, Jan 22, 2008 at 01:16:26PM +0100, Joop wrote: > >> Emmanuel Lacour wrote: >> >>> SQL> set autotrace on >>> SQL> CREATE INDEX Groups3 ON Groups (LOWER('Type'), LOWER('Domain'), >>> Instance); >>> Index created. >>> SQL> execute dbms_utility.analyze_schema( 'RT', 'estimate'); >>> >>> >> Any particular reason to run 'estimate' instead of 'compute' ? >> > > Yes, I follow the rt README.Oracle ;) and I wasn't aware of "compute" ;) > I tried both and with compute I get better results than estimate. Have a look at the docs to see other options of analyze and with atleast Oracle 10g it is recommended to use DBMS_STATS.GATHER_SCHEMA_STATS or one of its relatives. It has the possibility to keep the compute timewise within bays. My VM took about 1min to analyze the whole schema and it does so each morning at 6:00 am so noone is bothered by it. Further my explain plan is different. I have 3 full tablescans twice of USERS and once of PRINCIPALS and my cost is around 480 (This is Oracle XE) The query send by Ruslan is slighly worse then the original cost is 482 instead of 480. Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From megan at bestpractical.com Fri Jan 18 14:34:29 2008 From: megan at bestpractical.com (Megan Taylor) Date: Fri, 18 Jan 2008 14:34:29 -0500 Subject: [rt-users] [Rt-announce] 2008 Training Announcement! Message-ID: 2008 RT Training As the creators of RT, Best Practical Solutions, LLC are the acknowledged leader in RT training. We provide unparalleled instruction in how to get the most out of RT. Best Practical is pleased to offer its training program with an intensive one-day developer and administrator training session taught by the developers who built RT. This comprehensive session will cover: * RT's system architecture * A guided tour of the RT source code * Extension mechanisms you can use to customize RT * How to tie RT into your existing authentication infrastructure * Bulding your own tools that talk to the RT backend * Automating common procedures * Customizing RT's workflow to match your own * How to write custom reports based on RT's data This session will be offered in: * Boston, MA on Monday, March 24th, 2008 * Amsterdam, The Netherlands on Monday, April 21st, 2008 * San Francisco, CA - date will be forthcoming Additionally, we offer private training sessions for organizations. If you would like to schedule a private training session, please drop us a line at training at bestpractical.com. Register now to reserve your seat! Space is limited. Reservations To reserve a seat, please send mail to training at bestpractical.com with the names and email addresses of all attendees. We need to receive a check, wire transfer, or purchase order two weeks prior to the class or your seat will be released. Payment Policy The cost of the class includes materials. Payment or purchase order must be received two weeks prior to the date of the class. $995 USD for classes in the U.S. EUR 790 for the class in Amsterdam Upon receipt of your reservation we will email you an invoice. Hardcopies of your invoices will be given to you at the training session. If your company requires a hardcopy prior to that, please provide us with the contact and address and we will mail it. Cancellation Policy Two weeks prior to the start date of the class - $250 USD / EUR 200 is non-refundable. 72 hours prior to the start time of the class - entire fee is non- refundable. _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From theillien at yahoo.com Tue Jan 22 10:25:50 2008 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 22 Jan 2008 10:25:50 -0500 Subject: [rt-users] Very troubling error In-Reply-To: <589c94400801211727m6a9fed4foe9e3acc801f01209@mail.gmail.com> References: <479520DA.1060200@yahoo.com> <589c94400801211727m6a9fed4foe9e3acc801f01209@mail.gmail.com> Message-ID: <47960AFE.5020108@yahoo.com> I updated DBIx::SearchBuilder but that didn't seem to fix another issue which I mentioned in an earlier post. That one being: [Tue Jan 22 15:01:13 2008] [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 1029 (/usr/local/rt3/bin/webmux.pl:127) [Tue Jan 22 15:11:27 2008] [error]: Template parsing error: Can't locate object method "id" via package "Ticket" (perhaps you forgot to load "Ticket"?) at template line 5. Stack: [template:5] [/usr/local/rt3/lib/RT/Template_Overlay.pm:392] [/usr/local/rt3/lib/RT/Template_Overlay.pm:313] [/usr/local/rt3/lib/RT/Action/SendEmail.pm:120] [/usr/local/rt3/lib/RT/Action/Notify.pm:67] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:234] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:478] [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:239] [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:173] [/usr/local/rt3/lib/RT/Record.pm:1461] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3554] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3283] [/usr/local/rt3/lib/RT/Record.pm:951] [/usr/local/rt3/lib/RT/Interface/Web.pm:1041] [/usr/local/rt3/lib/RT/Interface/Web.pm:1156] [/usr/local/rt3/share/html/Ticket/Display.html:153] [/usr/local/rt3/local/html/Ticket/Update.html:220] [/usr/local/rt3/share/html/autohandler:291] (/usr/local/rt3/lib/RT/Template_Overlay.pm:388) [Tue Jan 22 15:11:27 2008] [error]: Impossible to assign the ticket to 81516: You can only reassign tickets that you own or that are unowned ((eval 349):14) This is time sensitive so if someone could help I'd really appreciate it. Keep up with me and what I'm up to: http://theillien.blogspot.com Ruslan Zakirov wrote: > Upgrade to the latest version of DBIx::SearchBuilder module. > From jesse at bestpractical.com Tue Jan 22 10:44:36 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 22 Jan 2008 10:44:36 -0500 Subject: [rt-users] Very troubling error In-Reply-To: <47960AFE.5020108@yahoo.com> References: <479520DA.1060200@yahoo.com> <589c94400801211727m6a9fed4foe9e3acc801f01209@mail.gmail.com> <47960AFE.5020108@yahoo.com> Message-ID: <20080122154435.GV1718@bestpractical.com> On Tue, Jan 22, 2008 at 10:25:50AM -0500, Mathew Snyder wrote: > I updated DBIx::SearchBuilder but that didn't seem to fix another issue which I > mentioned in an earlier post. That one being: > > [Tue Jan 22 15:01:13 2008] [crit]: Apache2::RequestIO::rflush: (103) Software > caused connection abort at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 1029 > (/usr/local/rt3/bin/webmux.pl:127) > [Tue Jan 22 15:11:27 2008] [error]: Template parsing error: Can't locate object > method "id" via package "Ticket" (perhaps you forgot to load "Ticket"?) at > template line 5. AT a rough guess, there is code in one of your templates that looks like this: { Ticket->....} I bet you mean {$Ticket->....} From theillien at yahoo.com Tue Jan 22 10:51:04 2008 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 22 Jan 2008 10:51:04 -0500 Subject: [rt-users] Very troubling error In-Reply-To: <20080122154435.GV1718@bestpractical.com> References: <479520DA.1060200@yahoo.com> <589c94400801211727m6a9fed4foe9e3acc801f01209@mail.gmail.com> <47960AFE.5020108@yahoo.com> <20080122154435.GV1718@bestpractical.com> Message-ID: <479610E8.7050706@yahoo.com> I'm also seeing a lot of this: [Tue Jan 22 15:30:31 2008] [crit]: Apache2::RequestIO::rflush: (104) Connection reset by peer at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 1029 (/usr/local/rt3/bin/webmux.pl:127) [Tue Jan 22 15:30:50 2008] [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 1029 (/usr/local/rt3/bin/webmux.pl:127) Keep up with me and what I'm up to: http://theillien.blogspot.com Jesse Vincent wrote: > > > On Tue, Jan 22, 2008 at 10:25:50AM -0500, Mathew Snyder wrote: >> I updated DBIx::SearchBuilder but that didn't seem to fix another issue which I >> mentioned in an earlier post. That one being: >> >> [Tue Jan 22 15:01:13 2008] [crit]: Apache2::RequestIO::rflush: (103) Software >> caused connection abort at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 1029 >> (/usr/local/rt3/bin/webmux.pl:127) >> [Tue Jan 22 15:11:27 2008] [error]: Template parsing error: Can't locate object >> method "id" via package "Ticket" (perhaps you forgot to load "Ticket"?) at >> template line 5. > > AT a rough guess, there is code in one of your templates that looks like > this: > > { Ticket->....} > > I bet you mean {$Ticket->....} > From theillien at yahoo.com Tue Jan 22 10:49:00 2008 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 22 Jan 2008 10:49:00 -0500 Subject: [rt-users] Very troubling error In-Reply-To: <20080122154435.GV1718@bestpractical.com> References: <479520DA.1060200@yahoo.com> <589c94400801211727m6a9fed4foe9e3acc801f01209@mail.gmail.com> <47960AFE.5020108@yahoo.com> <20080122154435.GV1718@bestpractical.com> Message-ID: <4796106C.6080004@yahoo.com> Assuming that template 5 is based on the id in the database, this is Correspondence which is one of the built in templates and uses $Transaction, not $Ticket Keep up with me and what I'm up to: http://theillien.blogspot.com Jesse Vincent wrote: > > > On Tue, Jan 22, 2008 at 10:25:50AM -0500, Mathew Snyder wrote: >> I updated DBIx::SearchBuilder but that didn't seem to fix another issue which I >> mentioned in an earlier post. That one being: >> >> [Tue Jan 22 15:01:13 2008] [crit]: Apache2::RequestIO::rflush: (103) Software >> caused connection abort at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 1029 >> (/usr/local/rt3/bin/webmux.pl:127) >> [Tue Jan 22 15:11:27 2008] [error]: Template parsing error: Can't locate object >> method "id" via package "Ticket" (perhaps you forgot to load "Ticket"?) at >> template line 5. > > AT a rough guess, there is code in one of your templates that looks like > this: > > { Ticket->....} > > I bet you mean {$Ticket->....} > From ruz at bestpractical.com Tue Jan 22 10:58:57 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 22 Jan 2008 18:58:57 +0300 Subject: [rt-users] Very troubling error In-Reply-To: <4796106C.6080004@yahoo.com> References: <479520DA.1060200@yahoo.com> <589c94400801211727m6a9fed4foe9e3acc801f01209@mail.gmail.com> <47960AFE.5020108@yahoo.com> <20080122154435.GV1718@bestpractical.com> <4796106C.6080004@yahoo.com> Message-ID: <589c94400801220758n62d4c2b1q5692b811e153d057@mail.gmail.com> 5 is not id of the template, but line in the template. That's our bad that you don't see id in the log and have to scan all your templates. On Jan 22, 2008 6:49 PM, Mathew Snyder wrote: > Assuming that template 5 is based on the id in the database, this is > Correspondence which is one of the built in templates and uses $Transaction, not > $Ticket > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > > Jesse Vincent wrote: > > > > > > On Tue, Jan 22, 2008 at 10:25:50AM -0500, Mathew Snyder wrote: > >> I updated DBIx::SearchBuilder but that didn't seem to fix another issue which I > >> mentioned in an earlier post. That one being: > >> > >> [Tue Jan 22 15:01:13 2008] [crit]: Apache2::RequestIO::rflush: (103) Software > >> caused connection abort at > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 1029 > >> (/usr/local/rt3/bin/webmux.pl:127) > >> [Tue Jan 22 15:11:27 2008] [error]: Template parsing error: Can't locate object > >> method "id" via package "Ticket" (perhaps you forgot to load "Ticket"?) at > >> template line 5. > > > > AT a rough guess, there is code in one of your templates that looks like > > this: > > > > { Ticket->....} > > > > I bet you mean {$Ticket->....} > > > -- Best regards, Ruslan. From tom at limepepper.co.uk Tue Jan 22 10:30:28 2008 From: tom at limepepper.co.uk (Tom H) Date: Tue, 22 Jan 2008 15:30:28 +0000 Subject: [rt-users] suppressing email generated by script to import tickets from another ticketing system Message-ID: <47960C14.6000501@limepepper.co.uk> Hi, I have a script which imports tickets from another system using something like; foreach(ticket){ $TicketObj->Create(subject, queue, priority, status); } etc. However I understand that that is going to trigger the sending of emails to all the watchers of these queues? is there any way to suppress that while this script is running? Thanks, Tom From jesse at bestpractical.com Tue Jan 22 11:12:05 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 22 Jan 2008 11:12:05 -0500 Subject: [rt-users] suppressing email generated by script to import tickets from another ticketing system In-Reply-To: <47960C14.6000501@limepepper.co.uk> References: <47960C14.6000501@limepepper.co.uk> Message-ID: <20080122161204.GY1718@bestpractical.com> On Tue, Jan 22, 2008 at 03:30:28PM +0000, Tom H wrote: > > Hi, > > I have a script which imports tickets from another system using > something like; > > foreach(ticket){ > $TicketObj->Create(subject, queue, priority, status); > } > > etc. However I understand that that is going to trigger the sending of > emails to all the watchers of these queues? > > is there any way to suppress that while this script is running? I've previously used the following at the top of my script (after the RT::Init call): { no warnings qw/redefine/; use RT::Action::SendEmail; sub RT::Action::SendEmail::Commit { 1} } If that works for you, I'd be indebted if you could add it to the wiki. Thanks! Jesse > > Thanks, > > 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 jesse at bestpractical.com Tue Jan 22 11:15:43 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 22 Jan 2008 11:15:43 -0500 Subject: [rt-users] Very troubling error In-Reply-To: <479610E8.7050706@yahoo.com> References: <479520DA.1060200@yahoo.com> <589c94400801211727m6a9fed4foe9e3acc801f01209@mail.gmail.com> <47960AFE.5020108@yahoo.com> <20080122154435.GV1718@bestpractical.com> <479610E8.7050706@yahoo.com> Message-ID: <20080122161542.GZ1718@bestpractical.com> On Tue, Jan 22, 2008 at 10:51:04AM -0500, Mathew Snyder wrote: > I'm also seeing a lot of this: > [Tue Jan 22 15:30:31 2008] [crit]: Apache2::RequestIO::rflush: (104) Connection > reset by peer at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm > line 1029 (/usr/local/rt3/bin/webmux.pl:127) > [Tue Jan 22 15:30:50 2008] [crit]: Apache2::RequestIO::rflush: (103) Software > caused connection abort at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 1029 > (/usr/local/rt3/bin/webmux.pl:127) Just at a guess, your end-users are hitting their "stop" or "reload" buttons in the middle of a page load. -jesse From theillien at yahoo.com Tue Jan 22 11:11:45 2008 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 22 Jan 2008 11:11:45 -0500 Subject: [rt-users] Very troubling error In-Reply-To: <479610E8.7050706@yahoo.com> References: <479520DA.1060200@yahoo.com> <589c94400801211727m6a9fed4foe9e3acc801f01209@mail.gmail.com> <47960AFE.5020108@yahoo.com> <20080122154435.GV1718@bestpractical.com> <479610E8.7050706@yahoo.com> Message-ID: <479615C1.3020803@yahoo.com> I found an old post that suggested this error might have been caused by the browser stop button being pressed prior to the page being fully loaded. This isn't the case here. Keep up with me and what I'm up to: http://theillien.blogspot.com Mathew Snyder wrote: > I'm also seeing a lot of this: > [Tue Jan 22 15:30:31 2008] [crit]: Apache2::RequestIO::rflush: (104) Connection > reset by peer at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm > line 1029 (/usr/local/rt3/bin/webmux.pl:127) > [Tue Jan 22 15:30:50 2008] [crit]: Apache2::RequestIO::rflush: (103) Software > caused connection abort at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 1029 > (/usr/local/rt3/bin/webmux.pl:127) > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > Jesse Vincent wrote: >> >> On Tue, Jan 22, 2008 at 10:25:50AM -0500, Mathew Snyder wrote: >>> I updated DBIx::SearchBuilder but that didn't seem to fix another issue which I >>> mentioned in an earlier post. That one being: >>> >>> [Tue Jan 22 15:01:13 2008] [crit]: Apache2::RequestIO::rflush: (103) Software >>> caused connection abort at >>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 1029 >>> (/usr/local/rt3/bin/webmux.pl:127) >>> [Tue Jan 22 15:11:27 2008] [error]: Template parsing error: Can't locate object >>> method "id" via package "Ticket" (perhaps you forgot to load "Ticket"?) at >>> template line 5. >> AT a rough guess, there is code in one of your templates that looks like >> this: >> >> { Ticket->....} >> >> I bet you mean {$Ticket->....} >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From theillien at yahoo.com Tue Jan 22 11:25:25 2008 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 22 Jan 2008 11:25:25 -0500 Subject: [rt-users] Very troubling error In-Reply-To: <589c94400801211727m6a9fed4foe9e3acc801f01209@mail.gmail.com> References: <479520DA.1060200@yahoo.com> <589c94400801211727m6a9fed4foe9e3acc801f01209@mail.gmail.com> Message-ID: <479618F5.4030307@yahoo.com> In addition to all of this we are not longer getting any emails into the database. Postfix and procmail are handling things as they have been but nothing is being entered into the DB Keep up with me and what I'm up to: http://theillien.blogspot.com Ruslan Zakirov wrote: > Upgrade to the latest version of DBIx::SearchBuilder module. > > On Jan 22, 2008 1:46 AM, Mathew wrote: >> We recently started getting this error which seems to be preventing incoming email from making it into the database: >> >> [Mon Jan 21 22:42:30 2008] [warning]: RT::Handle=HASH(0xadd9538) couldn't execute the query 'SELECT DISTINCT main.* FROM ((Tickets main JOIN Groups Groups_1 ON ((Groups_1.Domain = 'RT::Ticket-Role')) AND ( (Groups_1.Type = 'Requestor')) AND ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( (CachedGroupMembers_2.MemberId = Users_3.id))) , Users Users_3 WHERE ((Users_3.id = '60292')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (CachedGroupMembers_2.id IS NOT NULL) ) AND ( (main.Status = 'open') OR (main.Status = 'new') ) ) ORDER BY main.Priority DESC LIMIT 10' at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 >> DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xadd9538)', 'SELECT DISTINCT main.* FROM ((Tickets main JOIN Groups Group...') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 231 >> DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xb59cf20)') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 491 >> DBIx::SearchBuilder::Next('RT::Tickets=HASH(0xb59cf20)') called at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 2670 >> RT::Tickets::Next('RT::Tickets=HASH(0xb59cf20)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowRequestor line 74 >> HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315 >> HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/local/rt3/share/html/Widgets/TitleBox line 51 >> HTML::Mason::Commands::__ANON__('title_href', 'undef', 'title', 'More about cluther at xybernaut.com') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb33a0dc)', 'title_href', 'undef', 'title', 'More about cluther at company.com') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 >> eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 >> HTML::Mason::Request::comp('undef', 'undef', 'undef', 'title_href', 'undef', 'title', 'More about cluther at company.com') called at /usr/local/rt3/share/html/Ticket/Elements/ShowRequestor line 83 >> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xb59d67c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb595ae4)', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 >> eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 >> HTML::Mason::Request::comp('undef', 'undef', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)') called at /usr/local/rt3/share/html/Ticket/Elements/ShowSummary line 72 >> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xb59d67c)', 'Attachments', 'RT::Attachments=HASH(0xb578d7c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb581864)', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)', 'Attachments', 'RT::Attachments=HASH(0xb578d7c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 >> eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 >> HTML::Mason::Request::comp('undef', 'undef', 'Ticket', 'RT::Ticket=HASH(0xb59d67c)', 'Attachments', 'RT::Attachments=HASH(0xb578d7c)') called at /usr/local/rt3/share/html/Ticket/Display.html line 58 >> HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315 >> HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/local/rt3/share/html/Widgets/TitleBox line 51 >> HTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb33a0dc)', 'title', 'Ticket metadata') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 >> eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 >> HTML::Mason::Request::comp('undef', 'undef', 'undef', 'title', 'Ticket metadata') called at /usr/local/rt3/share/html/Ticket/Display.html line 59 >> HTML::Mason::Commands::__ANON__('id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb5823b0)', 'id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 >> eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 >> HTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 112208) called at /usr/local/rt3/share/html/autohandler line 291 >> HTML::Mason::Commands::__ANON__('id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb12686c)', 'id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246 >> eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 >> HTML::Mason::Request::comp('undef', 'undef', 'undef', 'id', 112208) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 >> eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 >> eval {...} called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 411 >> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 >> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5655ac)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 >> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa41827c)', 'Apache2::RequestRec=SCALAR(0xb58b3dc)') called at /usr/local/rt3/bin/webmux.pl line 125 >> eval {...} called at /usr/local/rt3/bin/webmux.pl line 125 >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb58b3dc)') called at -e line 0 >> eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) >> >> >> Emails are coming into our system but not being handled properly. Can anyone shed some light on this? >> >> -- >> Keep up with my goings on at http://theillien.blogspot.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > From sebsua at gmail.com Tue Jan 22 11:40:43 2008 From: sebsua at gmail.com (sebsua at gmail.com) Date: Tue, 22 Jan 2008 13:40:43 -0300 Subject: [rt-users] Email notification On Resolve if CF value is Message-ID: Hi guys, We are looking for a script that triggers and email notification to an address if a Ticket is resolve with a CF specific value. CF name is "Billable", and status will be "YES". Anyone deal with this request? Many Thanks.- From elacour at easter-eggs.com Tue Jan 22 11:57:02 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 22 Jan 2008 17:57:02 +0100 Subject: [rt-users] Email notification On Resolve if CF value is In-Reply-To: References: Message-ID: <20080122165701.GL13071@easter-eggs.com> On Tue, Jan 22, 2008 at 01:40:43PM -0300, sebsua at gmail.com wrote: > Hi guys, > > We are looking for a script that triggers and email notification to an > address if a Ticket is resolve with a CF specific value. > > CF name is "Billable", and status will be "YES". > > Anyone deal with this request? > Not exactly, but it would be easy for you to do it after reading some examples on the wiki: http://wiki.bestpractical.com/view/Contributions maybe OnResolveOnce + OnCustomFieldValueChange From jesse at bestpractical.com Tue Jan 22 12:11:58 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 22 Jan 2008 12:11:58 -0500 Subject: [rt-users] [Rt-announce] RT 3.6.6 now available. Message-ID: <479623DE.8060908@bestpractical.com> I've just rolled a second rc of RT 3.6.6. It would likely be 3.6.6, but I'm about to run away to Portugal for a week's holiday and big releases right before one leaves on vacation are...not always the right call ;) Do note that this release of RT adds a dependency on CSS::Squish to help improve display performance. As a reminder, you should always "make testdeps" before installing a new release of RT. http://download.bestpractical.com/pub/rt/release/rt-3.6.6r.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.6.6tar.gz.sig MD5 Sums: b626c906e7b33c8d1879c15ed744f7e3 rt-3.6.6.tar.gz f03cd392cee84905d38de36788391a30 rt-3.6.6.tar.gz.sig Fixes: * missing found by Steve Turner * Sort Templates, Actions and Conditions by Name, as suggested by Steve Turner * ACL queries have been split apart into more small queries, which leads to more effective caching _and_ has better performance characteristics on MySQL 5.x Translations: * Updated french translation from Emmanuel Lacour * Massive internationalization fixes * Full translation of zh_tw and zh_cn from Audrey Tang Tests: * Add more tests on sorting by CF API: * new callbacks in Simple Search * Allow the caller of Googleish searches to choose what queues go into the query * Add an optional Clear button to SelectionBox * Add a NoArrows option to selectionbox, for when order doesn't matter Web Interface: * A change to session handling that should improve stability with File, Oracle and SQLite session stores. * CSS and javascript files should be better cached on the client * CSS files are now concatenated and squished to cut down on the number of initial HTTP requests. _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From stroke_of_death at yahoo.com Tue Jan 22 12:24:44 2008 From: stroke_of_death at yahoo.com (Sean) Date: Tue, 22 Jan 2008 09:24:44 -0800 (PST) Subject: [rt-users] CSS Changes in 3.6.5 Message-ID: <73919.20868.qm@web58703.mail.re1.yahoo.com> Hi, I use RT 3.6.4 with Internet explorer. I have a problem where the text jumps down a couple pixels on a page. I read in the release notes for 3.6.5: * reverted CSS changes causing problems in IE browser Im not really keen on upgrading my entire RT to 3.6.5, so, have the CSS changes been isolated (or can they be) so that I can just fix the specific CSS problem? Thanks, Jeff ____________________________________________________________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ From j0ey at j0ey.de Tue Jan 22 12:25:18 2008 From: j0ey at j0ey.de (j0ey.de) Date: Tue, 22 Jan 2008 18:25:18 +0100 Subject: [rt-users] mysql2pg Message-ID: <479626FE.3060503@j0ey.de> Hey there, is this Howto suitable for 3.6.3? https://www.safernet.org.br/twiki/bin/view/Colaborar/RT_MySQL2Pg (from: http://wiki.bestpractical.com/view/MySQLToPg) Best regards, joey From ruz at bestpractical.com Tue Jan 22 12:34:12 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 22 Jan 2008 20:34:12 +0300 Subject: [rt-users] CSS Changes in 3.6.5 In-Reply-To: <73919.20868.qm@web58703.mail.re1.yahoo.com> References: <73919.20868.qm@web58703.mail.re1.yahoo.com> Message-ID: <589c94400801220934m29cdd399i54d7373f063bf42@mail.gmail.com> fetch changes to the css dir from our svn server using either web interface or svn client. On Jan 22, 2008 8:24 PM, Sean wrote: > Hi, > > I use RT 3.6.4 with Internet explorer. I have a problem where the text jumps down a couple > pixels on a page. > > I read in the release notes for 3.6.5: > * reverted CSS changes causing problems in IE browser > > Im not really keen on upgrading my entire RT to 3.6.5, so, have the CSS changes been isolated (or can they be) so that I can just fix the specific CSS problem? > > Thanks, > Jeff > > > ____________________________________________________________________________________ > Be a better friend, newshound, and > know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From jesse at bestpractical.com Tue Jan 22 12:35:09 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 22 Jan 2008 12:35:09 -0500 Subject: [rt-users] [Rt-announce] Correction: RT 3.6.6 now available. In-Reply-To: <479623DE.8060908@bestpractical.com> References: <479623DE.8060908@bestpractical.com> Message-ID: <20080122173509.GG1718@bestpractical.com> This is what I get for basing a release announcement on the annoucement for the Release Candidate. RT 3.6.6 FINAL is now availabe. And rest assured that I'm not getting on a plane or wandering off for vacation in the near future. Sorry for any confusion. Best, Jesse On Tue, Jan 22, 2008 at 12:11:58PM -0500, Jesse Vincent wrote: > I've just rolled a second rc of RT 3.6.6. It would likely be 3.6.6, but > I'm about to run away to Portugal for a week's holiday and big releases > right before one leaves on vacation are...not always the right call ;) > > Do note that this release of RT adds a dependency on CSS::Squish to help > improve display performance. As a reminder, you should always "make > testdeps" before installing a new release of RT. > > http://download.bestpractical.com/pub/rt/release/rt-3.6.6r.tar.gz > http://download.bestpractical.com/pub/rt/release/rt-3.6.6tar.gz.sig > > MD5 Sums: > b626c906e7b33c8d1879c15ed744f7e3 rt-3.6.6.tar.gz > f03cd392cee84905d38de36788391a30 rt-3.6.6.tar.gz.sig > > > > > Fixes: > * missing found by Steve Turner > * Sort Templates, Actions and Conditions by Name, > as suggested by Steve Turner > * ACL queries have been split apart into more small queries, which > leads to more effective caching _and_ has better performance > characteristics on MySQL 5.x > > Translations: > * Updated french translation from Emmanuel Lacour > * Massive internationalization fixes > * Full translation of zh_tw and zh_cn from Audrey Tang > > Tests: > * Add more tests on sorting by CF > > API: > * new callbacks in Simple Search > * Allow the caller of Googleish searches to choose what > queues go into the query > * Add an optional Clear button to SelectionBox > * Add a NoArrows option to selectionbox, > for when order doesn't matter > > Web Interface: > * A change to session handling that should improve stability with > File, Oracle and SQLite session stores. > * CSS and javascript files should be better cached on the client > * CSS files are now concatenated and squished to cut down on the > number of initial HTTP requests. > -- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From m.d.chappell at bath.ac.uk Tue Jan 22 11:41:10 2008 From: m.d.chappell at bath.ac.uk (Mark Chappell) Date: Tue, 22 Jan 2008 16:41:10 +0000 Subject: [rt-users] suppressing email generated by script to import tickets from another ticketing system In-Reply-To: <47960C14.6000501@limepepper.co.uk> References: <47960C14.6000501@limepepper.co.uk> Message-ID: <47961CA6.2030002@bath.ac.uk> Tom H wrote: > I have a script which imports tickets from another system using > something like; Given I'm probably about to write something similar, I'd be interested in any script that you've come up with to do this... We're in the process of merging two RT systems, and there seems to be little to no code out there for doing this as it stands... I was going to create the tickets through the RT interface (having dropped most of it into an XML file. Then copy most of the Transaction, Link and Attachment data with a little munging directly from one DB into the other. It was decided that things like User and Group history weren't required, and the donor RT server had nothing interesting with regards templates or custom fields Mark -- Mark Chappell Unix Systems Administrator From elacour at easter-eggs.com Tue Jan 22 13:35:53 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 22 Jan 2008 19:35:53 +0100 Subject: [rt-users] Oracle 9 and Build.html performance In-Reply-To: <4795FD0A.5000701@mococo.nl> References: <20080121144045.GK3033@easter-eggs.com> <589c94400801210851s6384cc50x5b630b8f55b10b2e@mail.gmail.com> <20080122112509.GA13071@easter-eggs.com> <4795DE9A.3090505@mococo.nl> <20080122134924.GE13071@easter-eggs.com> <4795FD0A.5000701@mococo.nl> Message-ID: <20080122183553.GO13071@easter-eggs.com> On Tue, Jan 22, 2008 at 03:26:18PM +0100, Joop wrote: > Emmanuel Lacour wrote: > > > I tried both and with compute I get better results than estimate. Have a I just did the same, on oracle 9 it divides the by 2 :) Thanks very much! > look at the docs to see other options of analyze and with atleast Oracle > 10g it is recommended to use DBMS_STATS.GATHER_SCHEMA_STATS or one of > its relatives. It has the possibility to keep the compute timewise > within bays. My VM took about 1min to analyze the whole schema and it > does so each morning at 6:00 am so noone is bothered by it. > I will look deeper in those options... From JacG at kocschool.k12.tr Tue Jan 22 14:40:19 2008 From: JacG at kocschool.k12.tr (GUBBELS Jac) Date: Tue, 22 Jan 2008 21:40:19 +0200 Subject: [rt-users] Self service and user preferences Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C244@kl1srv4.kol.vkv> Hi, I am implementing RT in a bilingual setting. The users of the self service are either Turkish or English speaking. I want these users to be able to choose their favorite language. Adding the 'ModifySelf' right to unpriviledged users only gives them the opportunity to change their password (something undesired actually in our situation). Do I overlook a user-right? Is there a simple hack to the ...RT.../SelfService/Prefs.html that will solve my problem? Thanks a lot! -- Jac PS: Thanks also for the help on my previous request! Hopefully I will be able to contribute soon too! -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Jan 22 14:37:30 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 22 Jan 2008 14:37:30 -0500 Subject: [rt-users] Self service and user preferences In-Reply-To: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C244@kl1srv4.kol.vkv> References: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C244@kl1srv4.kol.vkv> Message-ID: <20080122193730.GP1718@bestpractical.com> On Tue, Jan 22, 2008 at 09:40:19PM +0200, GUBBELS Jac wrote: > Hi, > I am implementing RT in a bilingual setting. The users of the self service are either Turkish or English speaking. I want these users to be able to choose their favorite language. Adding the 'ModifySelf' right to unpriviledged users only gives them the opportunity to change their password (something undesired actually in our situation). Do I overlook a user-right? Is there a simple hack to the ...RT.../SelfService/Prefs.html that will solve my problem? > Thanks a lot! > -- Jac One option is simply to let the user's browser determine it for you. If the user has set a preference for languages in their browser's config RT will just start with that. Jesse > PS: Thanks also for the help on my previous request! Hopefully I will be able to contribute soon too! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From JacG at kocschool.k12.tr Tue Jan 22 14:40:19 2008 From: JacG at kocschool.k12.tr (GUBBELS Jac) Date: Tue, 22 Jan 2008 21:40:19 +0200 Subject: [rt-users] Self service and user preferences Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C244@kl1srv4.kol.vkv> Hi, I am implementing RT in a bilingual setting. The users of the self service are either Turkish or English speaking. I want these users to be able to choose their favorite language. Adding the 'ModifySelf' right to unpriviledged users only gives them the opportunity to change their password (something undesired actually in our situation). Do I overlook a user-right? Is there a simple hack to the ...RT.../SelfService/Prefs.html that will solve my problem? Thanks a lot! -- Jac PS: Thanks also for the help on my previous request! Hopefully I will be able to contribute soon too! -------------- next part -------------- An HTML attachment was scrubbed... URL: From JacG at kocschool.k12.tr Tue Jan 22 14:40:19 2008 From: JacG at kocschool.k12.tr (GUBBELS Jac) Date: Tue, 22 Jan 2008 21:40:19 +0200 Subject: [rt-users] Self service and user preferences Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C244@kl1srv4.kol.vkv> Hi, I am implementing RT in a bilingual setting. The users of the self service are either Turkish or English speaking. I want these users to be able to choose their favorite language. Adding the 'ModifySelf' right to unpriviledged users only gives them the opportunity to change their password (something undesired actually in our situation). Do I overlook a user-right? Is there a simple hack to the ...RT.../SelfService/Prefs.html that will solve my problem? Thanks a lot! -- Jac PS: Thanks also for the help on my previous request! Hopefully I will be able to contribute soon too! -------------- next part -------------- An HTML attachment was scrubbed... URL: From JacG at kocschool.k12.tr Tue Jan 22 14:40:19 2008 From: JacG at kocschool.k12.tr (GUBBELS Jac) Date: Tue, 22 Jan 2008 21:40:19 +0200 Subject: [rt-users] Self service and user preferences Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C244@kl1srv4.kol.vkv> Hi, I am implementing RT in a bilingual setting. The users of the self service are either Turkish or English speaking. I want these users to be able to choose their favorite language. Adding the 'ModifySelf' right to unpriviledged users only gives them the opportunity to change their password (something undesired actually in our situation). Do I overlook a user-right? Is there a simple hack to the ...RT.../SelfService/Prefs.html that will solve my problem? Thanks a lot! -- Jac PS: Thanks also for the help on my previous request! Hopefully I will be able to contribute soon too! -------------- next part -------------- An HTML attachment was scrubbed... URL: From JacG at kocschool.k12.tr Tue Jan 22 14:40:19 2008 From: JacG at kocschool.k12.tr (GUBBELS Jac) Date: Tue, 22 Jan 2008 21:40:19 +0200 Subject: [rt-users] Self service and user preferences Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C244@kl1srv4.kol.vkv> Hi, I am implementing RT in a bilingual setting. The users of the self service are either Turkish or English speaking. I want these users to be able to choose their favorite language. Adding the 'ModifySelf' right to unpriviledged users only gives them the opportunity to change their password (something undesired actually in our situation). Do I overlook a user-right? Is there a simple hack to the ...RT.../SelfService/Prefs.html that will solve my problem? Thanks a lot! -- Jac PS: Thanks also for the help on my previous request! Hopefully I will be able to contribute soon too! -------------- next part -------------- An HTML attachment was scrubbed... URL: From JacG at kocschool.k12.tr Tue Jan 22 14:40:19 2008 From: JacG at kocschool.k12.tr (GUBBELS Jac) Date: Tue, 22 Jan 2008 21:40:19 +0200 Subject: [rt-users] Self service and user preferences Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C244@kl1srv4.kol.vkv> Hi, I am implementing RT in a bilingual setting. The users of the self service are either Turkish or English speaking. I want these users to be able to choose their favorite language. Adding the 'ModifySelf' right to unpriviledged users only gives them the opportunity to change their password (something undesired actually in our situation). Do I overlook a user-right? Is there a simple hack to the ...RT.../SelfService/Prefs.html that will solve my problem? Thanks a lot! -- Jac PS: Thanks also for the help on my previous request! Hopefully I will be able to contribute soon too! -------------- next part -------------- An HTML attachment was scrubbed... URL: From JacG at kocschool.k12.tr Tue Jan 22 14:40:19 2008 From: JacG at kocschool.k12.tr (GUBBELS Jac) Date: Tue, 22 Jan 2008 21:40:19 +0200 Subject: [rt-users] Self service and user preferences Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C244@kl1srv4.kol.vkv> Hi, I am implementing RT in a bilingual setting. The users of the self service are either Turkish or English speaking. I want these users to be able to choose their favorite language. Adding the 'ModifySelf' right to unpriviledged users only gives them the opportunity to change their password (something undesired actually in our situation). Do I overlook a user-right? Is there a simple hack to the ...RT.../SelfService/Prefs.html that will solve my problem? Thanks a lot! -- Jac PS: Thanks also for the help on my previous request! Hopefully I will be able to contribute soon too! -------------- next part -------------- An HTML attachment was scrubbed... URL: From JacG at kocschool.k12.tr Tue Jan 22 14:40:19 2008 From: JacG at kocschool.k12.tr (GUBBELS Jac) Date: Tue, 22 Jan 2008 21:40:19 +0200 Subject: [rt-users] Self service and user preferences Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C244@kl1srv4.kol.vkv> Hi, I am implementing RT in a bilingual setting. The users of the self service are either Turkish or English speaking. I want these users to be able to choose their favorite language. Adding the 'ModifySelf' right to unpriviledged users only gives them the opportunity to change their password (something undesired actually in our situation). Do I overlook a user-right? Is there a simple hack to the ...RT.../SelfService/Prefs.html that will solve my problem? Thanks a lot! -- Jac PS: Thanks also for the help on my previous request! Hopefully I will be able to contribute soon too! -------------- next part -------------- An HTML attachment was scrubbed... URL: From JacG at kocschool.k12.tr Tue Jan 22 14:40:19 2008 From: JacG at kocschool.k12.tr (GUBBELS Jac) Date: Tue, 22 Jan 2008 21:40:19 +0200 Subject: [rt-users] Self service and user preferences Message-ID: <95E0E8407D5E734C9AC2A29AC8EAA34E01D1C244@kl1srv4.kol.vkv> Hi, I am implementing RT in a bilingual setting. The users of the self service are either Turkish or English speaking. I want these users to be able to choose their favorite language. Adding the 'ModifySelf' right to unpriviledged users only gives them the opportunity to change their password (something undesired actually in our situation). Do I overlook a user-right? Is there a simple hack to the ...RT.../SelfService/Prefs.html that will solve my problem? Thanks a lot! -- Jac PS: Thanks also for the help on my previous request! Hopefully I will be able to contribute soon too! -------------- next part -------------- An HTML attachment was scrubbed... URL: From gevans at hcc.net Tue Jan 22 16:32:05 2008 From: gevans at hcc.net (Greg Evans) Date: Tue, 22 Jan 2008 13:32:05 -0800 Subject: [rt-users] RTFM Install Problem - not sure what to do In-Reply-To: <4BDB53E1-1D8D-495B-9E3B-D34DE36171F7@hcc.net> References: <20080118201753.GA32541@easter-eggs.com> <002401c85a11$d01d3ca0$1200a8c0@hcc.local> <20080119082127.GA10628@easter-eggs.com> <4BDB53E1-1D8D-495B-9E3B-D34DE36171F7@hcc.net> Message-ID: <002801c85d3e$3ddb0ae0$1200a8c0@hcc.local> Anyone have any ideas on what I can do to fix this issue where $RT::LocalPath is apparently not able to be found though the RT.pm file clearly exists in /opt/rt3/lib and $LocalPath is clearly defined in RT.pm?? >From What I can tell, RT looks to be configured correctly as it is functioning as I expect for creation and updating of tickets. This is really frustrating as I don't know what I have either missed or should even be looking for. Regards, Greg Previous messages below Oops, That was $LocalPath = '/opt/rt3/local'; not 'LocalPath=...' I just missed the $ when I copied and pasted. -----Original Message----- From: Greg Evans [mailto:gevans at hcc.net] Sent: Saturday, January 19, 2008 11:41 AM To: Emmanuel Lacour Cc: Greg Evans; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RTFM Install Problem - not sure what to do Hi Emmanuel, Checked what you told me and t his is what I found in / opt/rt3/lib/RT.pm: LocalPath = '/opt/rt3/local'; I have beein doing everything on this machine as root, so I think that having permission shouldn't be a problem. I am perplexed. I am not sure what I may have not configured since I am a RT newbie. Any Ideas? I can send any config files that might be necessary as well, or look in any config files :) Regards, Greg Evans On Jan 19, 2008, at 12:21 AM, Emmanuel Lacour wrote: > On Fri, Jan 18, 2008 at 12:36:31PM -0800, Greg Evans wrote: >> I had tried that previously and forgot to put that in my last >> message. Here >> are the results when I do that. I looked at /opt/rt3/lib and I >> didn't see >> $RT::LocalPath defined anywhere in there. >> > > It should be defined in RT.pm: > > ex: $LocalPath = '/opt/rt3/local'; > >> Currently the RTFM directory lies in ~/Desktop/RTFM-. Do I >> need to >> place it elsewhere for the install? >> > > it doesn't matter. > >> Cannot find the location of RT.pm that defines $RT::LocalPath in: inc >> /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 >> /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/ >> 5.10.0 >> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 >> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 >> /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib >> /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib >> /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/ >> lib >> /sw/lib/rt3 /sw/lib >> Path to your RT.pm: /opt/rt3/lib >> Cannot find the location of RT.pm that defines $RT::LocalPath in: inc >> /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 >> /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/ >> 5.10.0 >> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 >> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 >> /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib >> /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib >> /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/ >> lib >> /sw/lib/rt3 /sw/lib /opt/rt3/lib /opt/rt3/lib/rt3/lib /opt/rt3/lib/ >> lib/rt3 >> /opt/rt3/lib/lib >> Path to your RT.pm: >> > > I can't reproduce tour problem here, maybe the user that run "perl > Makefile.PL" has no right to read /opt/rt3/lib/RT.pm ? Or maybe your > RT > is half configured ? > > Try to first open /opt/rt3/lib/RT.pm, and look if it seems a valid > file > (search for LocalPath) inside, then as the same user run your perl > Makefile.PL, it should works. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From j0ey at j0ey.de Tue Jan 22 16:46:41 2008 From: j0ey at j0ey.de (j0ey.de) Date: Tue, 22 Jan 2008 22:46:41 +0100 Subject: [rt-users] mysql2pg In-Reply-To: <479626FE.3060503@j0ey.de> References: <479626FE.3060503@j0ey.de> Message-ID: <47966441.5020907@j0ey.de> Heyas, for those who are interested: I succesfully migrated a Mysql 2 Postgres with this howto. The only thing i had to changed was a invalid date-field in the mysql-database. j0ey.de wrote: > is this Howto suitable for 3.6.3? > https://www.safernet.org.br/twiki/bin/view/Colaborar/RT_MySQL2Pg > (from: http://wiki.bestpractical.com/view/MySQLToPg) Greets, joey From dimmus at agava.com Wed Jan 23 07:45:11 2008 From: dimmus at agava.com (Artem A. Kuzyakov) Date: Wed, 23 Jan 2008 15:45:11 +0300 Subject: [rt-users] mysql2pg In-Reply-To: <479626FE.3060503@j0ey.de> References: <479626FE.3060503@j0ey.de> Message-ID: <200801231545.11650.dimmus@agava.com> ? ????????? ?? Tuesday 22 January 2008 20:25:18 j0ey.de ???????(?): > Hey there, > > is this Howto suitable for 3.6.3? > > https://www.safernet.org.br/twiki/bin/view/Colaborar/RT_MySQL2Pg > (from: http://wiki.bestpractical.com/view/MySQLToPg) > > Best regards, > joey > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com yes -- Best Regards, Artem A. Kuzyakov System Administrator AGAVA - Software Company http://www.agava.ru/ http://www.renter.ru/ dimmus at agava.com Tel.: +7 (495) 408-17-90 From Ton.Hoogstraten at ingram.nl Wed Jan 23 07:49:42 2008 From: Ton.Hoogstraten at ingram.nl (Hoogstraten, Ton) Date: Wed, 23 Jan 2008 13:49:42 +0100 Subject: [rt-users] highlight updated tickets Message-ID: <891469DFBBD7364EB24DEEB101767D86032914@nlutxch101.corporate.ingrammicro.com> Ello, I'm looking for a possible way to make a ticket highlight when it has been last updated by anybody else then the owner. I Found ShowStatusInColor on the Wiki page, and it comes close to what I want but I could use some help finding the correct last updated by user in a ticket instead of the ticket status so I can modify the callback. Regards, Ton Hoogstraten -------------- next part -------------- An HTML attachment was scrubbed... URL: From Horst.Kriegers at loterie.ch Wed Jan 23 10:03:00 2008 From: Horst.Kriegers at loterie.ch (Horst Kriegers) Date: Wed, 23 Jan 2008 16:03:00 +0100 Subject: [rt-users] CF : Comboxbox dynamic content Message-ID: <47976536.7061.0039.0@loterie.ch> Hi all, I'm (very, very) new RT user and don't find the answer to solve my problem. I hope anyone can help me. 2 Custom Fields - combobox The first combobox contains 2 values The values displayed on the second combobox depend of the selected value on the first combobox. Is this possible ? If yes, how can I do that ? I hope you anderstand what I mean, because my english is not very good :-\ Thanks Horst ___________________________________________________________ Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From smccreadie at CanyonPartners.com Wed Jan 23 10:36:26 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Wed, 23 Jan 2008 07:36:26 -0800 Subject: [rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker Message-ID: <6A8A671AFE630144BC8AE1D84E6700B817127D@SR-ES-EMAIL01.canyonpartners.local> Hello, I tried to upgrade my 3.6.5 installation to 3.6.6 today and it appeared to work with no issues until I tried to go to the webpage in a browser. I got the error pasted below. I have Asset Tracker working great on 3.6.5 and it looks like this was the issue with the upgrade. Does anyone know why it is throwing this error? Thanks in advance. Sean System error error: Error during compilation of /opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default: Can't locate /opt/rt3/etc/AssetTracker/AT_Config.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /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 /opt/rt3/lib/RTx/AssetTracker.pm line 68. Stack: [/opt/rt3/lib/RTx/AssetTracker.pm:68] [/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:15] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:811] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:441] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204] [/opt/rt3/share/html/Elements/Callback:85] [/opt/rt3/share/html/autohandler:270] context: ... code stack: /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:445 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204 /opt/rt3/share/html/Elements/Callback:85 /opt/rt3/share/html/autohandler:270 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jlee at pbu.edu Wed Jan 23 10:41:01 2008 From: jlee at pbu.edu (Jay Lee) Date: Wed, 23 Jan 2008 10:41:01 -0500 Subject: [rt-users] NotifyActor even prevents explicit CCs? Message-ID: We have NotifyActor set to 0 to cut down on the amount of useles messages RT sends. However, it seems this even prevents the actor from receiving messages if they explictly enter themself into the CC: field on a Reply or Comment. Is this the desired behavior? Would it make sense to override NotifyActor if the address is explicitly set? This is on 3.6.6 BTW, not sure if the behavior has changed with recent upgrade because I just now noticed this behavior. Jay -- Jay Lee Network / Systems Administrator Information Technology Dept. Philadelphia Biblical University -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Jan 23 10:48:41 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 23 Jan 2008 10:48:41 -0500 Subject: [rt-users] Announce: RT Docs Project Message-ID: <20080123154840.GC3148@bestpractical.com> Hey all, over on rt-devel, there's been some discussion of rekindling a collaborative RT documentation project based on the local administrative and user guides created by many of your organizations. To that end, I've created a public subversion repository and mailing list. http://code.bestpractical.com/bps-public/rt-docs http://lists.bestpractical.com/mailman/listinfo/rt-docs If you're interested in contributing to the project, please join the mailing list and drop me a line to request a commit bit. Best, Jesse -- From patrick.narkinsky at verizon.com Wed Jan 23 10:51:26 2008 From: patrick.narkinsky at verizon.com (patrick.narkinsky at verizon.com) Date: Wed, 23 Jan 2008 10:51:26 -0500 Subject: [rt-users] $WebExternalAuth Message-ID: Greetings. I am attempting to get RT to work with the CA SiteMinder Single Sign-On package. I have siteminder up and running and it is setting the REMOTE_USER variable, however when I attempt to use rt (http://myhost/rt) it continues to require a login. My understanding is that, since I've told it to use webserver login, it should skip the rt login. Can anybody offer any suggestions as to why it continues to require a login? Thanks! Here's a list of all the environmental variables being set by the web server (appropriately expurgated): Environment DOCUMENT_ROOT /export/html GATEWAY_INTERFACE CGI/1.1 HTTPS on HTTP_ACCEPT text/xml,application/xml,application/xhtml+xml,text/html;q=0.9,text/plain;q=0.8,image/png,*/*;q=0.5 HTTP_ACCEPT_CHARSET ISO-8859-1,utf-8;q=0.7,*;q=0.7 HTTP_ACCEPT_ENCODING gzip,deflate HTTP_ACCEPT_LANGUAGE en-us,en;q=0.5 HTTP_CONNECTION keep-alive HTTP_COOKIE SMSESSION=foo; RT_SID_foo.bar.com.443=e045e95272ae23da68e02d1132feed89 HTTP_HOST foo.bar.com HTTP_KEEP_ALIVE 300 HTTP_SM_AUTHDIRNAME XXXX HTTP_SM_AUTHDIRNAMESPACE XXXX: HTTP_SM_AUTHDIROID XXXX HTTP_SM_AUTHDIRSERVER XXXX HTTP_SM_AUTHENTIC YES HTTP_SM_AUTHORIZED YES HTTP_SM_AUTHREASON 0 HTTP_SM_AUTHTYPE Form HTTP_SM_REALM foo root HTTP_SM_REALMOID XXXXX HTTP_SM_SDOMAIN .bar.com HTTP_SM_SERVERIDENTITYSPEC HTTP_SM_SERVERSESSIONID foobar HTTP_SM_SERVERSESSIONSPEC foobar HTTP_SM_SESSIONDRIFT -1 HTTP_SM_TIMETOEXPIRE 7193 HTTP_SM_TRANSACTIONID foobar HTTP_SM_USER jpnarkinsky HTTP_SM_USERDN corpid=002006779, ou=vzcore,o=corp HTTP_USER_AGENT Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.8.1.11) Gecko/20071127 Firefox/2.0.0.11 PATH /bin:/usr/bin QUERY_STRING REMOTE_ADDR 111.222.333.444 REMOTE_PORT 4380 REMOTE_USER jpnarkinsky REQUEST_METHOD GET REQUEST_URI /ar/test.pl SCRIPT_FILENAME /export/html/ar/test.pl SCRIPT_NAME /ar/test.pl SERVER_ADDR 111.222.333.444 SERVER_ADMIN webmaster at localhost SERVER_NAME foo.bar.com SERVER_PORT 443 SERVER_PROTOCOL HTTP/1.1 SERVER_SIGNATURE Apache/1.3.34 Server at foo.bar.com Port 443 SERVER_SOFTWARE Apache/1.3.34 (Ubuntu) mod_ssl/2.8.25 OpenSSL/0.9.8a mod_perl/1.29 My RT_SiteConfig.pm: # RT_SiteConfig.pm # # These are the bits you absolutely *must* edit. # # To find out how, please read # /usr/share/doc/request-tracker3.4/INSTALL.Debian # THE BASICS: Set($rtname, 'foo.bar.com'); Set($Organization, 'foo.bar.com'); Set($CorrespondAddress , 'foo-rt at bar.com'); Set($CommentAddress , 'foo-rt-comment at my.domain.com'); Set($Timezone , 'Europe/London'); # obviously choose what suits you # THE DATABASE: Set($DatabaseType, 'mysql'); # e.g. Pg or mysql # These are the settings we used above when creating the RT database, # you MUST set these to what you chose in the section above. Set($DatabaseUser , 'foo'); Set($DatabasePassword , 'foobar'); Set($DatabaseName , 'bar'); # THE WEBSERVER: Set($WebPath , "/rt"); Set($WebBaseURL , "http://foo.bar.com"); # Cause RT to use external authorization (i.e. siteminder) Set($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , undef); Set($WebExternalAuto , 1); 1; Patrick Narkinsky Sr. Solaris Systems Administrator Verizon 540.597.8483 patrick.narkinsky at verizon.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Jan 23 11:28:00 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 23 Jan 2008 19:28:00 +0300 Subject: [rt-users] [FIX] segmentation fault Message-ID: <589c94400801230828j16232299kc761b5a37c5ee5b0@mail.gmail.com> Finally, we've tracked down the segmentation fault error people reported about. Thanks to people for bringing attention to this problem and providing reproducible examples. The fix is in 2.04 version of the Text::Quoted module and it's on its way to CPAN mirrors. People who can not wait and want install it asap can get it using the following link. http://pause.cpan.org/incoming/Text-Quoted-2.04.tar.gz I've grabbed list of people who reported about this or similar problems. Please, try again and report back. Don't forget to stop/start server and return back using of Text::Quoted if you disabled it. In the latter case you have to clean mason cache too. -- Best regards, Ruslan. From KFCrocker at lbl.gov Wed Jan 23 13:08:53 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 23 Jan 2008 10:08:53 -0800 Subject: AW: [rt-users] Simple Question: CustomField of Type SelectOneValue /How to get the Description from a Scrip/Template? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394E67622@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394E67622@w3hamboex11.ger.win.int.kn> Message-ID: <479782B5.3090703@lbl.gov> Ham & Torsten, I just caught the tail-end of your inquiry. If I understand your dilema, you are trying to get a CF called description into your notification template? If so, we use the following code that works quite well for us: Subject: Request Titled: "{$Ticket->Subject}" has been resolved! This ticket has been resolved. DO NOT reply to this message! ----------------------------------------------------------------------------- TICKET INFORMATION: Ticket Queue : {$Ticket->QueueObj->Name} Ticket Number : {$Ticket->Id} Ticket Subject: {$Ticket->Subject} Ticket Description: { return $Ticket->FirstCustomFieldValue('Description'); } Ticket Priority is: {$Ticket->Priority} Ticket Created by: {$Ticket->CreatorObj->Name} Ticket Created on: {substr($Ticket->Created, 0, 10)} Ticket Owned by: {$Ticket->OwnerObj->Name} Development Started on: {substr($Ticket->Started, 0, 10)} QA Approved on: N/A QA Approved by: N/A Migrated on: {substr($Ticket->Resolved, 0, 10)} Migrated by: {$Ticket->LastUpdatedByObj->Name} Resolution comment: { my $Resolution_Comment; my $Transactions; my $CommentObj; $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); $Transactions->OrderByCols( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); $CommentObj = $Transactions->First; if ($CommentObj && $CommentObj->id) { $Resolution_Comment = $CommentObj->Content; } else { $Resolution_Comment = "No comment." } return $Resolution_Comment; } ----------------------------------------------------------------------------- To view ticket information, enter URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Please notice we pick up two different comments in the template and use two different styles as well. We use this as a model for grabbing CF's for a template. Anyway, hope this helps. Kenn LBNL On 1/21/2008 7:34 AM, Ham MI-ID, Torsten Brumm wrote: > ;-) OK, then i have to go the hard way....but hopefully jesse or one of the RT developers read this mails ;-) > > Thanks > > Torsten > >> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne > > > -----Urspr?ngliche Nachricht----- >> Von: Emmanuel Lacour [mailto:elacour at easter-eggs.com] >> Gesendet: Montag, 21. Januar 2008 16:23 >> An: Ham MI-ID, Torsten Brumm >> Cc: rt-users at lists.bestpractical.com >> Betreff: Re: [rt-users] Simple Question: CustomField of Type >> SelectOneValue /How to get the Description from a Scrip/Template? >> >> On Mon, Jan 21, 2008 at 03:40:08PM +0100, Ham MI-ID, Torsten >> Brumm wrote: >>> Shame on me... :-( >>> >>> Tryed it out with this (re read your Mail ;-) !) >>> >>> To: {$Ticket->CustomFieldValues('Occured in >>> Module')->First->Description;} >>> Subject: {$Ticket->Subject} >>> >>> A new ticket has been created in queue HAM.WEBDEV.KNLOGIN.SUPPORT. >>> >>> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >>> >>> ------------- >>> >>> {$Transaction->Content()} >>> >>> And i get this error now :-( >>> >>> Jan 21 14:38:14 bruchtal-www3 RT: Template parsing error: >>> RT::ObjectCustomFieldValue::Description Unimplemented >>> >> Argh, it seems that we don't have access to description in >> this kind of object (RT::ObjectCustomFieldValue) :( >> >> No more idea :-/ >> >> -- >> Emmanuel Lacour >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From oliver at geneity.co.uk Wed Jan 23 12:38:35 2008 From: oliver at geneity.co.uk (Oliver Jeeves) Date: Wed, 23 Jan 2008 17:38:35 +0000 Subject: [rt-users] Allowing unpriveledged users to see more then just their own tickets. Message-ID: <1201109915.19153.15.camel@batfink.geneity> Hi, I've search for a solution to this problem, and although similar situations have been discussed in the past, I'm still unsure of what would be a good solution to this problem. The problem is this: We want some people using RT to use the simple SelfService interface. However, some of these people are all be interested in the same product, and we want them all to be able to see all the tickets in a particular queue. The most obvious way to achieve this, to me at least (and I have very little experience administrating RT), would be to add all these people to a group, and then write a scrip that adds the group as a cc contact whenever a ticket gets added to a particular queue. The problem with this is that then the users can't be unpriveledged (since unpriviledged users can't be added to groups), and therefore don't get the SelfService interface. Possible work arounds would be: 1. Hack RT to allow unpriviledged users to be added to groups 2. Hack RT to redirect certain users to the SelfService interface when they login. 3. Have the scrip add a list of users as cc's or requesters rather then a group. I don't like solution 3 because any new users wouldn't be able to see tickets that were added before the user was added. I don't know if either of the remaining solutions are good solutions, or if there's a simpler way that I'm missing. Any advice would be greatly appreciated. -Oliver From pdragon at pdragon.net Wed Jan 23 15:58:32 2008 From: pdragon at pdragon.net (Keith) Date: Wed, 23 Jan 2008 15:58:32 -0500 Subject: [rt-users] Set Requestor using current users Message-ID: <2329fcf80801231258q68634effp38d06ae9a9f703c@mail.gmail.com> Still evaluating RT for use in my office and trying to figure out if it can do something our current Ticket software does. Our users aren't going to be using RT to log tickets themselves. They'll either send tickets in by email or call into our phone support and we'll take care of getting the tickets into RT. In the "New Ticket" form, the Requestor field is just a text field that auto-fills in with the currently logged in user. That won't work for us since the Requestors will all be external users. Our current ticket software has a text/dropdown that lets you either choose from the dropdown or enter a new user. Is there any way to make RT do something similar? I was thinking a separate custom field that is a dropdown of existing users, but I don't see how to have that value assigned back as the Requestor. Has anyone else needed this kind of feature and figured something out? Thanks, Keith -------------- next part -------------- An HTML attachment was scrubbed... URL: From Horst.Kriegers at loterie.ch Wed Jan 23 10:03:00 2008 From: Horst.Kriegers at loterie.ch (Horst Kriegers) Date: Wed, 23 Jan 2008 16:03:00 +0100 Subject: [rt-users] CF : Comboxbox dynamic content Message-ID: <47976536.7061.0039.0@loterie.ch> Hi all, I'm (very, very) new RT user and don't find the answer to solve my problem. I hope anyone can help me. 2 Custom Fields - combobox The first combobox contains 2 values The values displayed on the second combobox depend of the selected value on the first combobox. Is this possible ? If yes, how can I do that ? I hope you anderstand what I mean, because my english is not very good :-\ Thanks Horst ___________________________________________________________ Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From gevans at hcc.net Wed Jan 23 18:31:36 2008 From: gevans at hcc.net (Greg Evans) Date: Wed, 23 Jan 2008 15:31:36 -0800 Subject: [rt-users] RTFM Install Problem - not sure what to do - SOLVED In-Reply-To: <002801c85d3e$3ddb0ae0$1200a8c0@hcc.local> References: <20080118201753.GA32541@easter-eggs.com> <002401c85a11$d01d3ca0$1200a8c0@hcc.local> <20080119082127.GA10628@easter-eggs.com> <4BDB53E1-1D8D-495B-9E3B-D34DE36171F7@hcc.net> <002801c85d3e$3ddb0ae0$1200a8c0@hcc.local> Message-ID: <007901c85e18$1a634ac0$1200a8c0@hcc.local> Oddly enough the problem is fixed. I was working on it today and realized that I had installed perl 5.10.0 from source when everything else save RT had been installed via 'yum' on this machine (I didn't build it :P ). Anyway, I still ahd the error and looked in RT and it was reporting perl 5.8.8 which was the prior version on the machine. We uninstalled this via yum (nightmare for me, but oh well) and then replaced perl 5.10.0 with a fresh install of 5.8.8 from yum. Re-installed mysql, and RT and now everything is working perfectly and my databases are intact and everything. Not sure why a non-yum install of perl would break it, but hey, it works now. Greg -----Original Message----- From: Greg Evans [mailto:gevans at hcc.net] Sent: Tuesday, January 22, 2008 1:32 PM To: 'Greg Evans'; 'Emmanuel Lacour' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RTFM Install Problem - not sure what to do Anyone have any ideas on what I can do to fix this issue where $RT::LocalPath is apparently not able to be found though the RT.pm file clearly exists in /opt/rt3/lib and $LocalPath is clearly defined in RT.pm?? >From What I can tell, RT looks to be configured correctly as it is functioning as I expect for creation and updating of tickets. This is really frustrating as I don't know what I have either missed or should even be looking for. Regards, Greg Previous messages below Oops, That was $LocalPath = '/opt/rt3/local'; not 'LocalPath=...' I just missed the $ when I copied and pasted. -----Original Message----- From: Greg Evans [mailto:gevans at hcc.net] Sent: Saturday, January 19, 2008 11:41 AM To: Emmanuel Lacour Cc: Greg Evans; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RTFM Install Problem - not sure what to do Hi Emmanuel, Checked what you told me and t his is what I found in / opt/rt3/lib/RT.pm: LocalPath = '/opt/rt3/local'; I have beein doing everything on this machine as root, so I think that having permission shouldn't be a problem. I am perplexed. I am not sure what I may have not configured since I am a RT newbie. Any Ideas? I can send any config files that might be necessary as well, or look in any config files :) Regards, Greg Evans On Jan 19, 2008, at 12:21 AM, Emmanuel Lacour wrote: > On Fri, Jan 18, 2008 at 12:36:31PM -0800, Greg Evans wrote: >> I had tried that previously and forgot to put that in my last >> message. Here >> are the results when I do that. I looked at /opt/rt3/lib and I >> didn't see >> $RT::LocalPath defined anywhere in there. >> > > It should be defined in RT.pm: > > ex: $LocalPath = '/opt/rt3/local'; > >> Currently the RTFM directory lies in ~/Desktop/RTFM-. Do I >> need to >> place it elsewhere for the install? >> > > it doesn't matter. > >> Cannot find the location of RT.pm that defines $RT::LocalPath in: inc >> /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 >> /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/ >> 5.10.0 >> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 >> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 >> /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib >> /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib >> /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/ >> lib >> /sw/lib/rt3 /sw/lib >> Path to your RT.pm: /opt/rt3/lib >> Cannot find the location of RT.pm that defines $RT::LocalPath in: inc >> /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 >> /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/ >> 5.10.0 >> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 >> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 >> /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib >> /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib >> /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/ >> lib >> /sw/lib/rt3 /sw/lib /opt/rt3/lib /opt/rt3/lib/rt3/lib /opt/rt3/lib/ >> lib/rt3 >> /opt/rt3/lib/lib >> Path to your RT.pm: >> > > I can't reproduce tour problem here, maybe the user that run "perl > Makefile.PL" has no right to read /opt/rt3/lib/RT.pm ? Or maybe your > RT > is half configured ? > > Try to first open /opt/rt3/lib/RT.pm, and look if it seems a valid > file > (search for LocalPath) inside, then as the same user run your perl > Makefile.PL, it should works. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From mag at caravan.ru Thu Jan 24 05:16:34 2008 From: mag at caravan.ru (Alexey G Misyurenko) Date: Thu, 24 Jan 2008 13:16:34 +0300 Subject: [rt-users] UTF8, MIME::Encoding Subject Line, troubles again/still. Message-ID: <001501c85e72$328181d0$97848570$@ru> Hi! I find that 'Subject' field of mail header still encoded to utf8 twice. Here 'debug trace' of ${RT_PATH}/lib/RT/Action/SendEmail.pm [Thu Jan 24 09:53:25 2008] [crit]: BEFORE (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:955) [Thu Jan 24 09:53:25 2008] [crit]: Charset is 'utf-8'. (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:956) [Thu Jan 24 09:53:25 2008] [crit]: Value is '[rtname #43] AutoReply: ??%?? ???????? ?'?????'????'. (/usr/local/newrt/local/lib/RT/Action/Sen dEmail.pm:957) [Thu Jan 24 09:53:25 2008] [crit]: UFT8 flags is ON. (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:960) [Thu Jan 24 09:53:25 2008] [crit]: String UTF8 format is OK (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:962) [Thu Jan 24 09:53:25 2008] [crit]: AFTER (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:978) [Thu Jan 24 09:53:25 2008] [crit]: Charset is 'utf-8'. (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:980) [Thu Jan 24 09:53:25 2008] [crit]: Value is '[rtname #43] AutoReply: ????'?%???? ???????????????? ?'?'?????'???'?'????????'. (/usr/local/newrt/local/lib/ RT/Action/SendEmail.pm:981) [Thu Jan 24 09:53:25 2008] [crit]: UFT8 flags is OFF. (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:992) Some remarks BEFORE - mean before sub MIMEEncodeString Line_num 952 ( of original SendMail.pm ) Line code "Encode::_utf8_off($value);" AFTER - mean after sub MIMEEncodeString Line_num 953 ( of original SendMail.pm ) Line code "my $res = Encode::from_to( $value, "utf-8", $charset );" Charset - value of variable $charset Value - values of variable $value Any Ideas how to correctly fix troubles??? === some information about RT Perl v5.8.5 under linux Apache2::Const v2.000003; Apache2::Log v2.000003; Apache2::Module v2.000003; Apache2::RequestIO v2.000003; Apache2::RequestRec v2.000003; Apache2::RequestUtil v2.000003; Apache2::Response v2.000003; Apache2::ServerUtil v2.000003; Apache2::Status v4.00; Apache::DBI v1.06; Apache::Session v1.85; Apache::Session::File v1.54; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::File v1.04; Apache::Session::Serialize::Storable v1.01; Apache::Session::Store::File v1.03; APR v0.009000; APR::Pool v0.009000; APR::Table v0.009000; AutoLoader v5.60; base v2.06; bytes v1.01; Cache::Simple::TimedExpiry v0.27; capitalization v0.03; Carp v1.03; CGI v3.33; CGI::Cookie v1.28; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.06; Class::ReturnValue v0.55; Clone v0.28; constant v1.04; Cwd v3.27; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::Oracle v1.20; DBI v1.601; DBIx::SearchBuilder v1.51; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.15; Devel::StackTraceFrame v0.6; Devel::Symdump v2.08; Digest::base v1.00; Digest::MD5 v2.36; DynaLoader v1.05; Encode v2.01; Encode::Alias v2.00; Encode::Config v2.00; Encode::Encoding v2.00; Encode::Guess v2.00; Encode::Unicode v2.00; Errno v1.09; Exception::Class v1.23; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; File::Basename v2.73; File::Glob v1.03; File::Path v1.06; File::Spec v3.27; File::Spec::Unix v3.27; File::Temp v0.20; FileHandle v2.01; HTML::Element v3.23; HTML::Entities v1.35; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.38; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.56; HTML::Scrubber v0.08; HTML::Tagset v3.10; HTML::TreeBuilder v3.23; HTTP::Date v1.47; I18N::LangTags v0.33; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.23; IO::File v1.14; IO::Handle v1.27; IO::InnerFile v2.110; IO::Lines v2.110; IO::ScalarArray v2.110; IO::Seekable v1.1; IO::WrapTie v2.110; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.19; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.10; Locale::Maketext::Lexicon v0.65; Locale::Maketext::Lexicon::Gettext v0.16; Log::Dispatch v2.20; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v2.02; Mail::Field v2.02; Mail::Field::AddrList v2.02; Mail::Field::Date v2.02; Mail::Field::Generic v2.02; Mail::Header v2.02; Mail::Internet v2.02; Mail::Util v2.02; MIME::Base64 v3.07; MIME::Body v5.425; MIME::Decoder v5.425; MIME::Decoder::NBit v5.425; MIME::Entity v5.425; MIME::Field::ContDisp v5.425; MIME::Field::ConTraEnc v5.425; MIME::Field::ContType v5.425; MIME::Field::ParamVal v5.425; MIME::Head v5.425; MIME::Parser v5.425; MIME::QuotedPrint v3.07; MIME::Tools v5.425; MIME::Words v5.425; mod_perl v2.000003; mod_perl2 v2.000003; ModPerl::Const v2.000003; Module::Refresh v0.13; Module::Versions::Report v1.03; overload v1.01; Params::Validate v0.89; PerlIO v1.03; PerlIO::scalar v0.02; POSIX v1.08; re v0.04; Regexp::Common v2.120; Regexp::Common::delimited v2.104; RT v3.6.5; RT::Interface::Email v2; Scalar::Util v1.19; SelectSaver v1.00; Socket v1.77; Storable v2.13; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.08; Text::Autoformat v1.13; Text::Quoted v2.03; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::Wrapper v1.01; Time::HiRes v1.9711; Time::JulianDay v2003.1125; Time::Local v1.1; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.22; UNIVERSAL v1.01; UNIVERSAL::require v0.11; URI v1.35; URI::Escape v3.28; URI::URL v5.03; URI::WithBase v2.19; utf8 v1.04; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; ?????????? RT RT::AmbiguousDayInPast 1 RT::BasePath /usr/local/newrt RT::BinPath /usr/local/newrt/bin RT::CORE_CONFIG_FILE /usr/local/newrt/etc/RT_Config.pm RT::CommentAddress ${HIDDEN} RT::CorrespondAddress ${HIDDEN} RT::DatabaseHost localhost RT::DatabaseName ${HIDDEN} RT::DatabasePassword Password not printed RT::DatabaseRTHost localhost RT::DatabaseType Oracle RT::DatabaseUser newrtadmin RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::DefaultSummaryRows 10 RT::DevelMode 1 RT::EmailOutputEncoding utf-8 RT::EtcPath /usr/local/newrt/etc RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of ${HIDDEN} Ticket #%s":; RT::LocalEtcPath /usr/local/newrt/local/etc RT::LocalLexiconPath /usr/local/newrt/local/po RT::LocalPath /usr/local/newrt/local RT::LogDir /usr/local/newrt/var/log RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL http://${HIDDEN}/i/home/logo-big.gif RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /usr/local/newrt/share/html RT::MasonDataDir /usr/local/newrt/var/mason_data RT::MasonLocalComponentRoot /usr/local/newrt/local/html RT::MasonSessionDir /usr/local/newrt/var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 5 RT::OldestTransactionsFirst 1 RT::Organization ${HIDDEN} RT::OwnerEmail rt-errors RT::RTAddressRegexp ^rt\@example.com$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages privileged RT::SITE_CONFIG_FILE /usr/local/newrt/etc/RT_SiteConfig.pm RT::Sendmail /usr/sbin/sendmail RT::SendmailArguments -oi -t RT::SendmailBounceArguments -f "<>" RT::SendmailPath /usr/sbin/sendmail RT::ShowTransactionImages 1 RT::StrictLinkACL 1 RT::Timezone Europe/Moscow RT::UseFriendlyFromLine 1 RT::VERSION 3.6.5 RT::VarPath /usr/local/newrt/var RT::WebBaseURL http://${HIDDEN} RT::WebDefaultStylesheet 3.4-compat RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL http://${HIDDEN}/NoAuth/images RT::WebPort 80 RT::WebURL http://${HIDDEN}/ RT::rtname ${HIDDEN} ???????????? Perl Summary of my perl5 (revision 5 version 8 subversion 5) configuration: Platform: osname=linux, osvers=2.6.9-22.18.bz155725.elsmp, archname=x86_64-linux-thread-multi uname='linux hs20-bc1-3.build.redhat.com 2.6.9-22.18.bz155725.elsmp #1 smp thu nov 17 15:34:08 est 2005 x86_64 x86_64 x86_64 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -m64 -Dversion=5.8.5 -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Dlibpth=/usr/local/lib64 /lib64 /usr/lib64 -Dprivlib=/usr/lib/perl5/5.8.5 -Dsitelib=/usr/lib/perl5/site_perl/5.8.5 -Dvendorlib=/usr/lib/perl5/vendor_perl/5.8.5 -Darchlib=/usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi -Dsitearch=/usr/lib64/perl5/site_perl/5.8.5/x86_64-linux-thread-multi -Dvendorarch=/usr/lib64/perl5/vendor_perl/5.8.5/x86_64-linux-thread-multi -Darchname=x86_64-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dinc_version_list=5.8.4 5.8.3 5.8.2 5.8.1 5.8.0' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=define use64bitall=define uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -m64', cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.4.6 20060404 (Red Hat 3.4.6-2)', gccosandvers='' intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16 ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=8, prototype=define Linker and Libraries: ld='gcc', ldflags ='' libpth=/usr/local/lib64 /lib64 /usr/lib64 libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=/lib/libc-2.3.3.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.4' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared' --- WBR, Alexey G Misyurenko ( MAG-RIPE | MMAGG-RIPN ) Phone: +7 495 3632252 Cell: +7 495 5082794 From mag at caravan.ru Thu Jan 24 06:33:13 2008 From: mag at caravan.ru (Alexey G Misyurenko) Date: Thu, 24 Jan 2008 14:33:13 +0300 Subject: [rt-users] UTF8, MIME::Encoding Subject Line, troubles again/still. Message-ID: <003401c85e7c$e7aab860$b7002920$@ru> Hi! Looks like this probles take plase if value of $value variable is mixed, i.e. exist single byte coded chars and double byte coded chars on it. -----???????? ?????????----- ??: Alexey G Misyurenko [mailto:mag at caravan.ru] ??????????: 24 ?????? 2008 ?. 13:17 ????: 'rt-users at lists.bestpractical.com' ????: UTF8, MIME::Encoding Subject Line, troubles again/still. Hi! I find that 'Subject' field of mail header still encoded to utf8 twice. Here 'debug trace' of ${RT_PATH}/lib/RT/Action/SendEmail.pm [Thu Jan 24 09:53:25 2008] [crit]: BEFORE (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:955) [Thu Jan 24 09:53:25 2008] [crit]: Charset is 'utf-8'. (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:956) [Thu Jan 24 09:53:25 2008] [crit]: use Jcode; my $jcode = Jcode->new($str); my @chunks = $jcode->jfold($max,'\n');is '[rtname #43] AutoReply: ??%?? ???????? ?'?????'????'. (/usr/local/newrt/local/lib/RT/Action/Sen dEmail.pm:957) [Thu Jan 24 09:53:25 2008] [crit]: UFT8 flags is ON. (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:960) [Thu Jan 24 09:53:25 2008] [crit]: String UTF8 format is OK (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:962) [Thu Jan 24 09:53:25 2008] [crit]: AFTER (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:978) [Thu Jan 24 09:53:25 2008] [crit]: Charset is 'utf-8'. (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:980) [Thu Jan 24 09:53:25 2008] [crit]: Value is '[rtname #43] AutoReply: ????'?%???? ???????????????? ?'?'?????'???'?'????????'. (/usr/local/newrt/local/lib/ RT/Action/SendEmail.pm:981) [Thu Jan 24 09:53:25 2008] [crit]: UFT8 flags is OFF. (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:992) Some remarks BEFORE - mean before sub MIMEEncodeString Line_num 952 ( of original SendMail.pm ) Line code "Encode::_utf8_off($value);" AFTER - mean after sub MIMEEncodeString Line_num 953 ( of original SendMail.pm ) Line code "my $res = Encode::from_to( $value, "utf-8", $charset );" Charset - value of variable $charset Value - values of variable $value Any Ideas how to correctly fix troubles??? === some information about RT Perl v5.8.5 under linux Apache2::Const v2.000003; Apache2::Log v2.000003; Apache2::Module v2.000003; Apache2::RequestIO v2.000003; Apache2::RequestRec v2.000003; Apache2::RequestUtil v2.000003; Apache2::Response v2.000003; Apache2::ServerUtil v2.000003; Apache2::Status v4.00; Apache::DBI v1.06; Apache::Session v1.85; Apache::Session::File v1.54; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::File v1.04; Apache::Session::Serialize::Storable v1.01; Apache::Session::Store::File v1.03; APR v0.009000; APR::Pool v0.009000; APR::Table v0.009000; AutoLoader v5.60; base v2.06; bytes v1.01; Cache::Simple::TimedExpiry v0.27; capitalization v0.03; Carp v1.03; CGI v3.33; CGI::Cookie v1.28; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.06; Class::ReturnValue v0.55; Clone v0.28; constant v1.04; Cwd v3.27; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::Oracle v1.20; DBI v1.601; DBIx::SearchBuilder v1.51; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.15; Devel::StackTraceFrame v0.6; Devel::Symdump v2.08; Digest::base v1.00; Digest::MD5 v2.36; DynaLoader v1.05; Encode v2.01; Encode::Alias v2.00; Encode::Config v2.00; Encode::Encoding v2.00; Encode::Guess v2.00; Encode::Unicode v2.00; Errno v1.09; Exception::Class v1.23; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; File::Basename v2.73; File::Glob v1.03; File::Path v1.06; File::Spec v3.27; File::Spec::Unix v3.27; File::Temp v0.20; FileHandle v2.01; HTML::Element v3.23; HTML::Entities v1.35; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.38; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.56; HTML::Scrubber v0.08; HTML::Tagset v3.10; HTML::TreeBuilder v3.23; HTTP::Date v1.47; I18N::LangTags v0.33; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.23; IO::File v1.14; IO::Handle v1.27; IO::InnerFile v2.110; IO::Lines v2.110; IO::ScalarArray v2.110; IO::Seekable v1.1; IO::WrapTie v2.110; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.19; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.10; Locale::Maketext::Lexicon v0.65; Locale::Maketext::Lexicon::Gettext v0.16; Log::Dispatch v2.20; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v2.02; Mail::Field v2.02; Mail::Field::AddrList v2.02; Mail::Field::Date v2.02; Mail::Field::Generic v2.02; Mail::Header v2.02; Mail::Internet v2.02; Mail::Util v2.02; MIME::Base64 v3.07; MIME::Body v5.425; MIME::Decoder v5.425; MIME::Decoder::NBit v5.425; MIME::Entity v5.425; MIME::Field::ContDisp v5.425; MIME::Field::ConTraEnc v5.425; MIME::Field::ContType v5.425; MIME::Field::ParamVal v5.425; MIME::Head v5.425; MIME::Parser v5.425; MIME::QuotedPrint v3.07; MIME::Tools v5.425; MIME::Words v5.425; mod_perl v2.000003; mod_perl2 v2.000003; ModPerl::Const v2.000003; Module::Refresh v0.13; Module::Versions::Report v1.03; overload v1.01; Params::Validate v0.89; PerlIO v1.03; PerlIO::scalar v0.02; POSIX v1.08; re v0.04; Regexp::Common v2.120; Regexp::Common::delimited v2.104; RT v3.6.5; RT::Interface::Email v2; Scalar::Util v1.19; SelectSaver v1.00; Socket v1.77; Storable v2.13; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.08; Text::Autoformat v1.13; Text::Quoted v2.03; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::Wrapper v1.01; Time::HiRes v1.9711; Time::JulianDay v2003.1125; Time::Local v1.1; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.22; UNIVERSAL v1.01; UNIVERSAL::require v0.11; URI v1.35; URI::Escape v3.28; URI::URL v5.03; URI::WithBase v2.19; utf8 v1.04; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; ?????????? RT RT::AmbiguousDayInPast 1 RT::BasePath /usr/local/newrt RT::BinPath /usr/local/newrt/bin RT::CORE_CONFIG_FILE /usr/local/newrt/etc/RT_Config.pm RT::CommentAddress ${HIDDEN} RT::CorrespondAddress ${HIDDEN} RT::DatabaseHost localhost RT::DatabaseName ${HIDDEN} RT::DatabasePassword Password not printed RT::DatabaseRTHost localhost RT::DatabaseType Oracle RT::DatabaseUser newrtadmin RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::DefaultSummaryRows 10 RT::DevelMode 1 RT::EmailOutputEncoding utf-8 RT::EtcPath /usr/local/newrt/etc RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of ${HIDDEN} Ticket #%s":; RT::LocalEtcPath /usr/local/newrt/local/etc RT::LocalLexiconPath /usr/local/newrt/local/po RT::LocalPath /usr/local/newrt/local RT::LogDir /usr/local/newrt/var/log RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL http://${HIDDEN}/i/home/logo-big.gif RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /usr/local/newrt/share/html RT::MasonDataDir /usr/local/newrt/var/mason_data RT::MasonLocalComponentRoot /usr/local/newrt/local/html RT::MasonSessionDir /usr/local/newrt/var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 5 RT::OldestTransactionsFirst 1 RT::Organization ${HIDDEN} RT::OwnerEmail rt-errors RT::RTAddressRegexp ^rt\@example.com$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages privileged RT::SITE_CONFIG_FILE /usr/local/newrt/etc/RT_SiteConfig.pm RT::Sendmail /usr/sbin/sendmail RT::SendmailArguments -oi -t RT::SendmailBounceArguments -f "<>" RT::SendmailPath /usr/sbin/sendmail RT::ShowTransactionImages 1 RT::StrictLinkACL 1 RT::Timezone Europe/Moscow RT::UseFriendlyFromLine 1 RT::VERSION 3.6.5 RT::VarPath /usr/local/newrt/var RT::WebBaseURL http://${HIDDEN} RT::WebDefaultStylesheet 3.4-compat RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL http://${HIDDEN}/NoAuth/images RT::WebPort 80 RT::WebURL http://${HIDDEN}/ RT::rtname ${HIDDEN} ???????????? Perl Summary of my perl5 (revision 5 version 8 subversion 5) configuration: Platform: osname=linux, osvers=2.6.9-22.18.bz155725.elsmp, archname=x86_64-linux-thread-multi uname='linux hs20-bc1-3.build.redhat.com 2.6.9-22.18.bz155725.elsmp #1 smp thu nov 17 15:34:08 est 2005 x86_64 x86_64 x86_64 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -m64 -Dversion=5.8.5 -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Dlibpth=/usr/local/lib64 /lib64 /usr/lib64 -Dprivlib=/usr/lib/perl5/5.8.5 -Dsitelib=/usr/lib/perl5/site_perl/5.8.5 -Dvendorlib=/usr/lib/perl5/vendor_perl/5.8.5 -Darchlib=/usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi -Dsitearch=/usr/lib64/perl5/site_perl/5.8.5/x86_64-linux-thread-multi -Dvendorarch=/usr/lib64/perl5/vendor_perl/5.8.5/x86_64-linux-thread-multi -Darchname=x86_64-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dinc_version_list=5.8.4 5.8.3 5.8.2 5.8.1 5.8.0' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=define use64bitall=define uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -m64', cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.4.6 20060404 (Red Hat 3.4.6-2)', gccosandvers='' intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16 ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=8, prototype=define Linker and Libraries: ld='gcc', ldflags ='' libpth=/usr/local/lib64 /lib64 /usr/lib64 libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=/lib/libc-2.3.3.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.4' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared' --- WBR, Alexey G Misyurenko ( MAG-RIPE | MMAGG-RIPN ) Phone: +7 495 3632252 Cell: +7 495 5082794 From jaroslaw.borgul at proximo.co.uk Thu Jan 24 08:47:02 2008 From: jaroslaw.borgul at proximo.co.uk (Jaroslaw Borgul) Date: Thu, 24 Jan 2008 13:47:02 -0000 Subject: [rt-users] error when resolving ticket Message-ID: <4D37688F740C8F40A48E7C218881B5D0021CA71B@proxmail.pam.local> Hello. I have done RT update to version 3.6.6 yesterday and now when I am resolving ticket an error message is recorded in a log file: Error: unexpected end of header (/.../rt3/lib/RT/Template_Overlay.pm:339) Nothing has been changed recently except yesterday's update to the newer version. Don't understand what happened and don't know how to deal with this error. Many thank for help J. Borgul Proximo Ltd Registered in England & Wales Company No. 04601376 Registered Address :- Park House Chantry Court Sovereign Way Chester CH1 4QN Tel :- 0870 777 0266 Fax :- 0870 777 0265 Web :- www.proximo.co.uk Winners of the 2004 Sage/Daily Telegraph Business Awards "Best Growth Through Use of Technology " Winners of the 2004 Cheshire Business Awards "Medium Sized Business" Winners of "Highly Commended Service Provider of the Year" at the 2003 Insurance Awards Disclaimer: This e-mail is confidential and intended solely for the use of the individual to whom it is addressed. Any views or opinions presented are solely those of the author and do not represent those of Proximo Ltd. If you are not the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing or copying of this e-mail is strictly prohibited. All e-mail received by Proximo Ltd, is scanned electronically for its content, and where it is deemed necessary it will also be monitored manually. Should you continue to communicate via e-mail, either professionally or privately with Proximo Ltd, or its employees it will be deemed that you have given consent to the monitoring of the content of any and all e-mail. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexander.krieg at desy.de Thu Jan 24 09:29:16 2008 From: alexander.krieg at desy.de (Krieg, Alexander) Date: Thu, 24 Jan 2008 15:29:16 +0100 Subject: [rt-users] API $user->create problems In-Reply-To: <200701291153.45203.garry.williams@cbeyond.net> References: <45BE1594.7040406@uiuc.edu> <20070129154951.GF25008@bestpractical.com> <45BE19E6.6090000@uiuc.edu> <200701291153.45203.garry.williams@cbeyond.net> Message-ID: <4798A0BC.3000807@desy.de> Hi, i just created a script to add existing users to existing groups, that works fine. I also can create queues, groups and set rights for all of them. But i cannot create a simple user and find him than over the web-gui, i think it cannot be so hard, but i do not see my mistake. here the code i use, and i do not get any error messages or warnings. use lib ("/opt/rt3/local/lib", "/opt/rt3/lib", "/opt/rt3/etc/"); use warnings; use RT::User; use RT::Group; use Getopt::Long; use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc); CleanEnv(); RT::LoadConfig(); RT::Init(); my $user = RT::User->new($RT::SystemUser); $user->Create(Name => 'foo', EmailAddress => 'foo.foo at foo.de', Privileged => 1, Password => 'foo', RealName => 'foo test'); i think it should work !? Cheers, Alexander From Horst.Kriegers at loterie.ch Wed Jan 23 10:03:00 2008 From: Horst.Kriegers at loterie.ch (Horst Kriegers) Date: Wed, 23 Jan 2008 16:03:00 +0100 Subject: [rt-users] CF : Comboxbox dynamic content Message-ID: <47976536.7061.0039.0@loterie.ch> Hi all, I'm (very, very) new RT user and don't find the answer to solve my problem. I hope anyone can help me. 2 Custom Fields - combobox The first combobox contains 2 values The values displayed on the second combobox depend of the selected value on the first combobox. Is this possible ? If yes, how can I do that ? I hope you anderstand what I mean, because my english is not very good :-\ Thanks Horst ___________________________________________________________ Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From m.d.chappell at bath.ac.uk Wed Jan 23 02:59:10 2008 From: m.d.chappell at bath.ac.uk (Mark Chappell) Date: Wed, 23 Jan 2008 07:59:10 +0000 Subject: [rt-users] mysql2pg In-Reply-To: <479626FE.3060503@j0ey.de> References: <479626FE.3060503@j0ey.de> Message-ID: <4796F3CE.7030208@bath.ac.uk> j0ey.de wrote: > is this Howto suitable for 3.6.3? It's what I based my move on, however, I did end up with some extra hackery to get it to work properly, including extra indexes but that's something I'm told should be evaluated on a "per DB" basis, and I suspect ours is nothing like yours. Rather than using the SQL they provided I just took it straight from the RT install process. The mysql2pg script it's self works, however you'll probably need to update the table names. I ended up creating a dedicated MySQL slave that I would run the test migration/upgrade off. This meant that I could stop the replication and have a static content while testing. And as Jesse mentions on the Wiki, Binary attachments get messed up, It took me a while to realize why my database had dropped from 10 Gig to 1 Gig. Attached is the script I used to fix the attachments. It comes with the standard "worked for me" disclaimer. I also had a modification in Attachments_Local.pm to make ContentEncoding, and Content Writable. # {{{ sub _LocalAccessible sub _LocalAccessible { { Content => { 'read'=>1, 'write' => 1 }, ContentEncoding => { 'read'=>1, 'write' => 1 }, }; } # }}} If I understand one of Jesse's earlier messages correctly you could probably add the following to my script. { no warnings qw/redefine/; use RT::Attachment; sub RT::Attachment::_LocalAccessible { { Content => { 'read'=>1, 'write' => 1 }, ContentEncoding => { 'read'=>1, 'write' => 1 }, }; } } Mark -- Mark Chappell Unix Systems Administrator -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: my2pg-attachments URL: From pape-rt at inf.fu-berlin.de Thu Jan 24 11:02:32 2008 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Thu, 24 Jan 2008 17:02:32 +0100 Subject: [rt-users] How-to-do? Ticket Custom fields with different pragmatics in Ticket life time In-Reply-To: <519782dc0801180452g41074103q6daa82ff9bda7d64@mail.gmail.com> References: <63D1B004AB02035F72AB7BEA@idefix.campus.fu-berlin.de> <519782dc0801180452g41074103q6daa82ff9bda7d64@mail.gmail.com> Message-ID: Hello Todd, --Am 18. Januar 2008 07:52:31 -0500 schrieb Todd Chapman : > What you want to do is going to be very difficult. If custom field > permissions checking had some context of the current ticket having it's CF > permissions checked then you could do something clean, but unfortunately > no context is provided. > > There are callbacks that allow you to override what mason components are > used to display each CF and they do have ticket/page context, so you could > use them to display edit/display read-only/not display based on the ticket > and what context the CF is being viewed in. Thanks for your advice. I will look through the callbacks you mention. Dirk. From stephen.cochran at kingarthurflour.com Thu Jan 24 10:31:12 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Thu, 24 Jan 2008 10:31:12 -0500 Subject: [rt-users] Canned Replies Message-ID: <9FFD2645-F4FB-442E-A74E-3CE95B58C5F6@kingarthurflour.com> I've been thinking about the last request we have from our CS dept, to have easy access to a list of answers to common questions. I've read through the CannedReplies page on the wiki, and also read the intro to RTFM. Obviously, simple is good, and after reading the intro, RTFM might be more than we need. I also couldn't find any screenshots of it being used from an RT ticket, just the basic ones in the documentation PDF. Here's the basic desires: Simple pulldown menu to select a canned reply when answers a ticket Easy interface to copy/paste a new canned reply into the system (for users that aren't RT admins) Capacity to handle several hundred canned replies. (understand the pulldown approach might not work for this) Searching canned response content might be nice Given those needs, does anyone have a recommendation on which approach to try first? Thanks, Steve Cochran From sarah at bottlenose-wine.com Thu Jan 24 15:02:30 2008 From: sarah at bottlenose-wine.com (Sarah Pomerantz) Date: Thu, 24 Jan 2008 15:02:30 -0500 Subject: [rt-users] Override global scrip on ticket-by-ticket basis? Message-ID: My goal is to have a switch on the Resolve screen so a user can select whether or not the Resolved template is sent. Currently I have a global scrip "Resolve": On Resolve Notify Requestors and Ccs with template Resolved I see that you can write custom conditions for scrips (http://wiki.bestpractical.com/view/WriteCustomCondition , http://www.gossamer-threads.com/lists/rt/users/12350?do=post_view_threaded ). However these would not account for the case-by-case nature of this situation. I want to be able to skip the global scrip Resolve on a ticket-by-ticket basis, not queue by queue. Is this possible, ideally through a UI option on the Resolve screen? Thanks, Sarah Pomerantz sarah at bottlenose-wine.com From sholmes42 at mac.com Thu Jan 24 16:00:00 2008 From: sholmes42 at mac.com (Steve Holmes) Date: Thu, 24 Jan 2008 16:00:00 -0500 Subject: [rt-users] change date format in query results Message-ID: <43be87180801241300l3b86e3c0ife1a04c362413c34@mail.gmail.com> Greetings, I want to change the date format (for Due) in the search results page such that it doesn't display the time. I.e. I want something like: Tue Jan 22 2007. I'm sure that if I can find the relevant source code snippet I can figure out how to change it, but I can't seem to find it. Can anyone point me to it? Thanks, Steve Holmes -------------- next part -------------- An HTML attachment was scrubbed... URL: From phalenor at gmail.com Fri Jan 25 01:34:32 2008 From: phalenor at gmail.com (Andrew Cobaugh) Date: Fri, 25 Jan 2008 01:34:32 -0500 Subject: [rt-users] Links incorrect after setting WebBaseURL and WebPath Message-ID: <1b8d56200801242234n7450eeei940c643ce3984ce3@mail.gmail.com> I am using RT 3.6.3 on CentOS 4.6 under apache 2.0 I have set $WebBaseURL to "https://mysite.com" and $WebPath to "/path/to/rt/" My problem is some of the links on At a Glance are incorrect. Specifically, the links for the ticket subjects themselves under "10 highest priority tickets I own". The ticket ID's under that section are correct, and all of the the links under unowned tickets are also correct. What I'm seeing is that $WebPath is not getting appended as it should. Perhaps I am mistaken and using deprecated variables, or perhaps this is fixed in a newer release. I think I looked for the source of this behavior a while ago, but gave up, since it isn't that important to me - more of a nuisance than anything. -- Andy Cobaugh phalenor at gmail.com From torsten.brumm at Kuehne-Nagel.com Fri Jan 25 07:31:00 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 25 Jan 2008 13:31:00 +0100 Subject: AW: AW: [rt-users] Simple Question: CustomField of Type SelectOneValue /How to get the Description from a Scrip/Template? In-Reply-To: <479782B5.3090703@lbl.gov> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394E685CF@w3hamboex11.ger.win.int.kn> Hi Emmanuel, Sorry, no. I mean, if you create a CF of Type Select one Value, you can enter additional Desciption for it. I tried to get the Description Values to put into a template. Let me explain more in Detail: I have a CF called Module which is mandatory with the following Options: 1. Module 1 Description: usera at company.com 2. Module 2 Description: userb at company.com 3. Module 3 Description: userc at company.com 4. Module 4 Description: userd at company.com If now a user creates a new Ticket via WebUI, he has to select a value. In this case, i don't want to inform all queue Watchers about the new tickets, only the person depending on the choice the Ticket Creator has used. Torsten > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Urspr?ngliche Nachricht----- > Von: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Gesendet: Mittwoch, 23. Januar 2008 19:09 > An: Ham MI-ID, Torsten Brumm > Cc: Emmanuel Lacour; rt-users at lists.bestpractical.com > Betreff: Re: AW: [rt-users] Simple Question: CustomField of > Type SelectOneValue /How to get the Description from a Scrip/Template? > > Ham & Torsten, > > > I just caught the tail-end of your inquiry. If I > understand your dilema, you are trying to get a CF called > description into your notification template? If so, we use > the following code that works quite well for us: > > Subject: Request Titled: "{$Ticket->Subject}" has been resolved! > > This ticket has been resolved. DO NOT reply to this message! > -------------------------------------------------------------- > --------------- > TICKET INFORMATION: > Ticket Queue : {$Ticket->QueueObj->Name} Ticket Number : > {$Ticket->Id} Ticket Subject: {$Ticket->Subject} Ticket Description: > { > return $Ticket->FirstCustomFieldValue('Description'); > } > Ticket Priority is: {$Ticket->Priority} > Ticket Created by: {$Ticket->CreatorObj->Name} Ticket > Created on: {substr($Ticket->Created, 0, 10)} > Ticket Owned by: {$Ticket->OwnerObj->Name} > Development Started on: {substr($Ticket->Started, 0, 10)} QA > Approved on: N/A QA Approved by: N/A > Migrated on: {substr($Ticket->Resolved, 0, 10)} > Migrated by: {$Ticket->LastUpdatedByObj->Name} > Resolution comment: > { > my $Resolution_Comment; > my $Transactions; > my $CommentObj; > > $Transactions = $Ticket->Transactions; > $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); > $Transactions->OrderByCols( > { FIELD => 'Created', ORDER => 'DESC' }, > { FIELD => 'id', ORDER => 'DESC' }, > ); > > $CommentObj = $Transactions->First; > > if ($CommentObj && $CommentObj->id) > { > $Resolution_Comment = $CommentObj->Content; > } > else > { > $Resolution_Comment = "No comment." > } > > return $Resolution_Comment; > } > -------------------------------------------------------------- > --------------- > To view ticket information, enter URL: > > {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} > > > Please notice we pick up two different comments in the > template and use two different styles as well. We use this as > a model for grabbing CF's for a template. Anyway, hope this helps. > > > Kenn > LBNL > > On 1/21/2008 7:34 AM, Ham MI-ID, Torsten Brumm wrote: > > ;-) OK, then i have to go the hard way....but hopefully > jesse or one > > of the RT developers read this mails ;-) > > > > Thanks > > > > Torsten > > > >> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg > Brinkmann > >> (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten > >> Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn > >> (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, > >> USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & > >> Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender > >> Verwaltungsrat: Klaus-Michael K?hne > > > > > > -----Urspr?ngliche Nachricht----- > >> Von: Emmanuel Lacour [mailto:elacour at easter-eggs.com] > >> Gesendet: Montag, 21. Januar 2008 16:23 > >> An: Ham MI-ID, Torsten Brumm > >> Cc: rt-users at lists.bestpractical.com > >> Betreff: Re: [rt-users] Simple Question: CustomField of Type > >> SelectOneValue /How to get the Description from a Scrip/Template? > >> > >> On Mon, Jan 21, 2008 at 03:40:08PM +0100, Ham MI-ID, Torsten Brumm > >> wrote: > >>> Shame on me... :-( > >>> > >>> Tryed it out with this (re read your Mail ;-) !) > >>> > >>> To: {$Ticket->CustomFieldValues('Occured in > >>> Module')->First->Description;} > >>> Subject: {$Ticket->Subject} > >>> > >>> A new ticket has been created in queue HAM.WEBDEV.KNLOGIN.SUPPORT. > >>> > >>> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} > >>> > >>> ------------- > >>> > >>> {$Transaction->Content()} > >>> > >>> And i get this error now :-( > >>> > >>> Jan 21 14:38:14 bruchtal-www3 RT: Template parsing error: > >>> RT::ObjectCustomFieldValue::Description Unimplemented > >>> > >> Argh, it seems that we don't have access to description in > this kind > >> of object (RT::ObjectCustomFieldValue) :( > >> > >> No more idea :-/ > >> > >> -- > >> Emmanuel Lacour > >> > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > From tom at limepepper.co.uk Fri Jan 25 08:04:22 2008 From: tom at limepepper.co.uk (Tom H) Date: Fri, 25 Jan 2008 13:04:22 +0000 Subject: [rt-users] non-root users not seeing custom attribute fields in new ticket form or mody ticket form Message-ID: <4799DE56.5020706@limepepper.co.uk> Hi, I have added an "on hold" custom attribute, which should be available to privileged users when creating a new ticket through the web interface, and to users with edit ticket rights on existing tickets. However the privileged users do not get the fields appearing in the web interface. I tried adding "seeCustomField" and "AdminCustomField" to the requestor global group, but its not changing the create ticket form. I noticed that there is an "Applies To" option on the Configuration -> Custom Fields -> -> "Applies to" menu, but as the root user can already add these attributes to tickets, I can't see what I would have to select these. After all I have selected the custom fields at the global level... (The root user sees the fields correctly, when creating or editing tickets.) Thanks, Tom From sholmes42 at mac.com Fri Jan 25 11:40:09 2008 From: sholmes42 at mac.com (Steve Holmes) Date: Fri, 25 Jan 2008 11:40:09 -0500 Subject: [rt-users] Help with Due date format change Message-ID: <8470820E-BD19-4F16-8523-A4867BF5F6D7@mac.com> Hi all, I would like to change the format of the Due date in the search results. In particular I want to remove the time part of the field. I'm fairly sure I could figure out how to do that if I could find the correct point in the code, but haven't been able to find it. Could someone just point me to the right location? Thanks, Steve Holmes Purdue University From carlos at applianz.com Fri Jan 25 07:57:47 2008 From: carlos at applianz.com (Carlos Solorzano) Date: Fri, 25 Jan 2008 06:57:47 -0600 Subject: [rt-users] Logged out immediately after clicking on any link Message-ID: <4799DCCB.7080108@applianz.com> We just installed RT on Gentoo. We are using Apache2, Perl 5.8.8, Mysql. The install seemed to all go well. When I go to the RT site I am able to log in and I see the first page then whatever page I try to visit redirects me to the login page again. I am able to perform tasks such as changing the password of my root user but I have to keep login in between clicks. Any ideas what I may have done wrong? I read lots of posts regarding this issue but no resolutions, and the few suggestions I saw I already tried. Thanks, --Carlos From sholmes42 at mac.com Fri Jan 25 11:40:09 2008 From: sholmes42 at mac.com (Steve Holmes) Date: Fri, 25 Jan 2008 11:40:09 -0500 Subject: [rt-users] Help with Due date format change Message-ID: <8470820E-BD19-4F16-8523-A4867BF5F6D7@mac.com> Hi all, I would like to change the format of the Due date in the search results. In particular I want to remove the time part of the field. I'm fairly sure I could figure out how to do that if I could find the correct point in the code, but haven't been able to find it. Could someone just point me to the right location? Thanks, Steve Holmes Purdue University From sholmes42 at mac.com Fri Jan 25 11:40:09 2008 From: sholmes42 at mac.com (Steve Holmes) Date: Fri, 25 Jan 2008 11:40:09 -0500 Subject: [rt-users] Help with Due date format change Message-ID: <8470820E-BD19-4F16-8523-A4867BF5F6D7@mac.com> Hi all, I would like to change the format of the Due date in the search results. In particular I want to remove the time part of the field. I'm fairly sure I could figure out how to do that if I could find the correct point in the code, but haven't been able to find it. Could someone just point me to the right location? Thanks, Steve Holmes Purdue University From gevans at hcc.net Tue Jan 22 16:54:12 2008 From: gevans at hcc.net (Greg Evans) Date: Tue, 22 Jan 2008 13:54:12 -0800 Subject: UPDATED: RE: [rt-users] RTFM Install Problem - not sure what to do In-Reply-To: <002801c85d3e$3ddb0ae0$1200a8c0@hcc.local> References: <20080118201753.GA32541@easter-eggs.com> <002401c85a11$d01d3ca0$1200a8c0@hcc.local> <20080119082127.GA10628@easter-eggs.com> <4BDB53E1-1D8D-495B-9E3B-D34DE36171F7@hcc.net> <002801c85d3e$3ddb0ae0$1200a8c0@hcc.local> Message-ID: <002901c85d41$535b5110$1200a8c0@hcc.local> System Config: Thought this might help if someone was trying to look into this for me since there is so little information with my problem on the net Thanks again Perl v5.8.8 under linux Apache2::Const v2.000002; Apache2::Log v2.000002; Apache2::Module v2.000002; Apache2::RequestIO v2.000002; Apache2::RequestRec v2.000002; Apache2::RequestUtil v2.000002; Apache2::Response v2.000002; Apache2::ServerUtil v2.000002; Apache2::Status v4.00; Apache::DBI v1.06; Apache::Session v1.85; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.01; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; APR v0.009000; APR::Pool v0.009000; APR::Table v0.009000; AutoLoader v5.60; base v2.07; Benchmark v1.07; bytes v1.02; Cache::Simple::TimedExpiry v0.27; capitalization v0.03; Carp v1.04; CGI v3.15; CGI::Cookie v1.26; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.06; Class::ReturnValue v0.55; Clone v0.28; constant v1.05; Cwd v3.26; Data::Dumper v2.121_08; Date::Format v2.22; Date::Parse v2.27; DateTime v0.41; DateTime::Format::Mail v0.3001; DateTime::Format::W3CDTF v0.04; DateTime::Locale v0.35; DateTime::TimeZone v0.6904; DateTime::TimeZone::Floating v0.01; DateTime::TimeZone::Local v0.01; DateTime::TimeZone::OffsetOnly v0.02; DateTime::TimeZone::UTC v0.01; DBD::mysql v3.0007; DBI v1.601; DBIx::SearchBuilder v1.50; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.15; Devel::StackTraceFrame v0.6; Devel::Symdump v2.08; Digest::base v1.00; Digest::MD5 v2.36; DynaLoader v1.05; Encode v2.12; Encode::Alias v2.04; Encode::Config v2.01; Encode::Encoding v2.02; Encode::Guess v2.00; Encode::Unicode v2.02; Errno v1.0901; Exception::Class v1.23; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; File::Basename v2.74; File::Glob v1.05; File::Path v1.08; File::Spec v3.26; File::Spec::Functions v3.26; File::Spec::Unix v3.26; File::Temp v0.20; FileHandle v2.01; HTML::Element v3.23; HTML::Entities v1.35; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.32; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.56; HTML::Scrubber v0.08; HTML::Tagset v3.10; HTML::TreeBuilder v3.23; HTTP::Date v1.47; I18N::LangTags v0.35; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.22; IO::File v1.13; IO::Handle v1.25; IO::InnerFile v2.110; IO::Lines v2.110; IO::Scalar v2.110; IO::ScalarArray v2.110; IO::Seekable v1.1; IO::Wrap v2.110; IO::WrapTie v2.110; IPC::Open2 v1.02; IPC::Open3 v1.02; lib v0.5565; List::Util v1.18; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.10; Locale::Maketext::Lexicon v0.65; Locale::Maketext::Lexicon::Gettext v0.16; Log::Dispatch v2.20; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v2.02; Mail::Field v2.02; Mail::Field::AddrList v2.02; Mail::Field::Date v2.02; Mail::Field::Generic v2.02; Mail::Header v2.02; Mail::Internet v2.02; Mail::Util v2.02; MIME::Base64 v3.07; MIME::Body v5.420; MIME::Decoder v5.420; MIME::Decoder::NBit v5.420; MIME::Entity v5.420; MIME::Field::ContDisp v5.420; MIME::Field::ConTraEnc v5.420; MIME::Field::ContType v5.420; MIME::Field::ParamVal v5.420; MIME::Head v5.420; MIME::Parser v5.420; MIME::QuotedPrint v3.07; MIME::Tools v5.420; MIME::Words v5.420; mod_perl v2.000002; mod_perl2 v2.000002; ModPerl::Const v2.000002; Module::Versions::Report v1.03; overload v1.04; Params::Validate v0.89; POSIX v1.09; re v0.05; Regexp::Common v2.120; Regexp::Common::delimited v2.104; RT v3.6.5; RT::Interface::Email v2; Scalar::Util v1.18; SelectSaver v1.01; Socket v1.78; Storable v2.15; strict v1.03; Symbol v1.06; Sys::Syslog v0.13; Text::Autoformat v1.13; Text::Quoted v2.03; Text::Reform v1.11; Text::Tabs v2005.0824; Text::Template v1.44; Text::WikiFormat v0.79; Text::Wrapper v1.01; Time::HiRes v1.86; Time::JulianDay v2003.1125; Time::Local v1.11; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.22; Tree::Simple v1.18; UNIVERSAL v1.01; UNIVERSAL::require v0.11; URI v1.35; URI::Escape v3.28; URI::URL v5.03; URI::WithBase v2.19; utf8 v1.06; vars v1.01; warnings v1.05; warnings::register v1.01; XML::Parser v2.36; XML::Parser::Expat v2.36; XML::RSS v1.31; XSLoader v0.06; RT Variables RT::AmbiguousDayInPast 1 RT::BasePath /opt/rt3 RT::BinPath /opt/rt3/bin RT::CORE_CONFIG_FILE /opt/rt3/etc/RT_Config.pm RT::CommentAddress RT_CommentAddressNotSet RT::CorrespondAddress RT_CorrespondAddressNotSet RT::DatabaseName rt3 RT::DatabasePassword Password not printed RT::DatabaseType mysql RT::DatabaseUser root RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::DefaultSummaryRows 10 RT::EmailOutputEncoding utf-8 RT::EtcPath /opt/rt3/etc RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of HCC Ticket #%s":; RT::LocalEtcPath /opt/rt3/local/etc RT::LocalLexiconPath /opt/rt3/local/po RT::LocalPath /opt/rt3/local RT::LogDir /opt/rt3/var/log RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL /NoAuth/images/bplogo.gif RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /opt/rt3/share/html RT::MasonDataDir /opt/rt3/var/mason_data RT::MasonLocalComponentRoot /opt/rt3/local/html RT::MasonSessionDir /opt/rt3/var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 5 RT::OldestTransactionsFirst 1 RT::Organization hctc.com RT::OwnerEmail hctcadmins at hctc.com RT::RTAddressRegexp ^rt\@hctc.com$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages privileged RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm RT::SendmailArguments -oi -t RT::SendmailBounceArguments -f "<>" RT::SendmailPath /usr/sbin/sendmail RT::ShowTransactionImages 1 RT::StrictLinkACL 1 RT::Timezone US/Pacific RT::UseFriendlyFromLine 1 RT::VERSION 3.6.5 RT::VarPath /opt/rt3/var RT::WebBaseURL http://localhost:80 RT::WebDefaultStylesheet 3.5-default RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL /NoAuth/images/ RT::WebPort 80 RT::WebURL http://localhost:80/ RT::rtname HCC Perl configuration Summary of my perl5 (revision 5 version 8 subversion 8) configuration: Platform: osname=linux, osvers=2.6.9-42.0.3.elsmp, archname=i386-linux-thread-multi uname='linux builder6.centos.org 2.6.9-42.0.3.elsmp #1 smp fri oct 6 06:28:26 cdt 2006 i686 athlon i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m32 -march=i386 -mtune=generic -fasynchronous-unwind-tables -Dversion=5.8.8 -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl=n -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dd_gethostent_r_proto -Ud_endhostent_r_proto -Ud_sethostent_r_proto -Ud_endprotoent_r_proto -Ud_setprotoent_r_proto -Ud_endservent_r_proto -Ud_setservent_r_proto -Dinc_version_list=5.8.7 5.8.6 5.8.5 -Dscriptdir=/usr/bin' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -Wdeclaration-after-statement -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m32 -march=i386 -mtune=generic -fasynchronous-unwind-tables', cppflags='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -Wdeclaration-after-statement -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='4.1.1 20070105 (Red Hat 4.1.1-52)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=/lib/libc-2.5.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.5' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/lib/perl5/5.8.8/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m32 -march=i386 -mtune=generic -fasynchronous-unwind-tables -L/usr/local/lib' Time to display: 0.047204 >|< RT 3.6.5 Copyright 1996-2006 Best Practical Solutions, LLC. -----Original Message----- From: Greg Evans [mailto:gevans at hcc.net] Sent: Tuesday, January 22, 2008 1:32 PM To: 'Greg Evans'; 'Emmanuel Lacour' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RTFM Install Problem - not sure what to do Anyone have any ideas on what I can do to fix this issue where $RT::LocalPath is apparently not able to be found though the RT.pm file clearly exists in /opt/rt3/lib and $LocalPath is clearly defined in RT.pm?? >From What I can tell, RT looks to be configured correctly as it is functioning as I expect for creation and updating of tickets. This is really frustrating as I don't know what I have either missed or should even be looking for. Regards, Greg Previous messages below Oops, That was $LocalPath = '/opt/rt3/local'; not 'LocalPath=...' I just missed the $ when I copied and pasted. -----Original Message----- From: Greg Evans [mailto:gevans at hcc.net] Sent: Saturday, January 19, 2008 11:41 AM To: Emmanuel Lacour Cc: Greg Evans; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RTFM Install Problem - not sure what to do Hi Emmanuel, Checked what you told me and t his is what I found in / opt/rt3/lib/RT.pm: LocalPath = '/opt/rt3/local'; I have beein doing everything on this machine as root, so I think that having permission shouldn't be a problem. I am perplexed. I am not sure what I may have not configured since I am a RT newbie. Any Ideas? I can send any config files that might be necessary as well, or look in any config files :) Regards, Greg Evans On Jan 19, 2008, at 12:21 AM, Emmanuel Lacour wrote: > On Fri, Jan 18, 2008 at 12:36:31PM -0800, Greg Evans wrote: >> I had tried that previously and forgot to put that in my last >> message. Here >> are the results when I do that. I looked at /opt/rt3/lib and I >> didn't see >> $RT::LocalPath defined anywhere in there. >> > > It should be defined in RT.pm: > > ex: $LocalPath = '/opt/rt3/local'; > >> Currently the RTFM directory lies in ~/Desktop/RTFM-. Do I >> need to >> place it elsewhere for the install? >> > > it doesn't matter. > >> Cannot find the location of RT.pm that defines $RT::LocalPath in: inc >> /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 >> /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/ >> 5.10.0 >> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 >> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 >> /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib >> /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib >> /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/ >> lib >> /sw/lib/rt3 /sw/lib >> Path to your RT.pm: /opt/rt3/lib >> Cannot find the location of RT.pm that defines $RT::LocalPath in: inc >> /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 >> /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/ >> 5.10.0 >> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 >> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 >> /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib >> /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib >> /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/ >> lib >> /sw/lib/rt3 /sw/lib /opt/rt3/lib /opt/rt3/lib/rt3/lib /opt/rt3/lib/ >> lib/rt3 >> /opt/rt3/lib/lib >> Path to your RT.pm: >> > > I can't reproduce tour problem here, maybe the user that run "perl > Makefile.PL" has no right to read /opt/rt3/lib/RT.pm ? Or maybe your > RT > is half configured ? > > Try to first open /opt/rt3/lib/RT.pm, and look if it seems a valid > file > (search for LocalPath) inside, then as the same user run your perl > Makefile.PL, it should works. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From theillien at yahoo.com Thu Jan 24 10:10:55 2008 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 24 Jan 2008 10:10:55 -0500 Subject: [rt-users] 3.6.5 Clickable links Message-ID: <4798AA7F.1000303@yahoo.com> I looked up how to make links clickable and found the information on the wiki. However, all of the listed options indicate older versions of RT. Has anyone ported any of these solutions to the 3.6 branch and had them work? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From Candelario at zoominfo.com Fri Jan 25 12:30:54 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Fri, 25 Jan 2008 12:30:54 -0500 Subject: [rt-users] RT At a Glance Message-ID: Hello, I recently upgraded from 3.0.12 to 3.6.4 and am trying to customize the "RT at a Glance" section. Everytime I customize the preferences and hit save it doesn't save. Was wondering if there's is anything special that I have to do to get this to work. Thanks, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From gevans at hcc.net Fri Jan 25 12:34:52 2008 From: gevans at hcc.net (Greg Evans) Date: Fri, 25 Jan 2008 09:34:52 -0800 Subject: [rt-users] RT/RTFM Question regarding images In-Reply-To: <007901c85e18$1a634ac0$1200a8c0@hcc.local> References: <20080118201753.GA32541@easter-eggs.com> <002401c85a11$d01d3ca0$1200a8c0@hcc.local> <20080119082127.GA10628@easter-eggs.com> <4BDB53E1-1D8D-495B-9E3B-D34DE36171F7@hcc.net> <002801c85d3e$3ddb0ae0$1200a8c0@hcc.local> <007901c85e18$1a634ac0$1200a8c0@hcc.local> Message-ID: <002001c85f78$988ab300$1200a8c0@hcc.local> Now that I have RT and RTFM up and running as well as some other extensions, etc. I am interested in finding out if it is possible to include images in my tickets from the RTFM article. For example, I have created an RTFM article that has inline images. When I click on display, it looks exactly like I would want it to. When I add it to RT however, each image that I would like to be displayed with the instructions only shows up as [image] Is there a way to make it so that the images I used in RTFM via the standard HTML show up when I add that article to a ticket? Thanks. Greg Evans From jesse at bestpractical.com Fri Jan 25 12:58:55 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 25 Jan 2008 12:58:55 -0500 Subject: [rt-users] [admin] Yes, there is list trouble Message-ID: <479A235F.1090206@bestpractical.com> It appears that mailman has been grouchy for the last couple days and has been eating messages. We're in the process of recovering things and may or may not have lost mail you've sent. Please give me a day before you resend. -j From Candelario at zoominfo.com Fri Jan 25 13:03:45 2008 From: Candelario at zoominfo.com (Candelario, Bill) Date: Fri, 25 Jan 2008 13:03:45 -0500 Subject: [rt-users] RT at a Glance Message-ID: Hello, I recently upgraded from 3.0.12 to 3.6.4 and am trying to customize the "RT at a Glance" section. Everytime I customize the preferences and hit save it doesn't save. Was wondering if there's is anything special that I have to do to get this to work. Thanks, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From pauloandrade at ist.utl.pt Fri Jan 25 13:22:46 2008 From: pauloandrade at ist.utl.pt (Paulo Filipe Andrade) Date: Fri, 25 Jan 2008 18:22:46 +0000 Subject: [rt-users] Accessing User_Local.pm user defined methods from Mason Message-ID: Hi, I'm trying to get the "Owner" drop downs in RT to display a name built by the following method: ## This is in User_Local.pm no warnings qw(redefine); sub DisplayName { my $self = shift; my $displayName = $self->Name; if($self->RealName =~ /\b(\w+)\b.*\b(\w+)\b/){ $displayName = "$1 $2"; } $displayName = (($self->NickName) ? $self->NickName : $displayName); return ($displayName); } 1; ############### Then I changed Elements/SelectOwner (line 57) from ><%$User->Name%> to ><%$User->DisplayName%> Now, however I get an error from Mason stating: RT::CurrentUser::DisplayName Unimplemented in HTML::Mason::Commands. (/ usr/local/share/request-tracker3.6/html/Elements/SelectOwner line 57) I have searched a bit through the code and found that CurrentUser defines this: sub _CoreAccessible { { Name => { 'read' => 1 }, Gecos => { 'read' => 1 }, RealName => { 'read' => 1 }, Lang => { 'read' => 1 }, Password => { 'read' => 0, 'write' => 0 }, EmailAddress => { 'read' => 1, 'write' => 0 }, }; } I don't really know what this is, but I'm guessing it's for database getters and setters, which is not really what I want. I just want to be able to access my method. What would be the correct way to be able to access my method from mason? I have tried adding DisplayName => { 'read' => 1 }, and it works.. kind of. The first user's name in the drop down never gets displayed. Somehow the first call to the method never goes through.. Any suggestions are welcome! Thank you for your time Paulo F. Andrade pauloandrade at ist.utl.pt From wcyoung at buffalo.edu Fri Jan 25 13:49:58 2008 From: wcyoung at buffalo.edu (Wes Young) Date: Fri, 25 Jan 2008 13:49:58 -0500 Subject: [rt-users] RTIR Custom Field Display Message-ID: <479A2F56.6020409@buffalo.edu> Does anyone know how RTIR hides it's custom fields from being displayed by the call: <& /Ticket/Elements/ShowCustomFields, Ticket => $TicketObj &> in the share/html/RTIR/Incident/Display.html ? I mean, they hard code the values in, but somehow there is magic somewhere that keeps this command from presenting them? Any ideas? -- Wes Young Network Security Analyst University at Buffalo ----------------------------------------------- | my OpenID: | http://tinyurl.com/2zu2d3 | ----------------------------------------------- From wcyoung at buffalo.edu Fri Jan 25 13:49:58 2008 From: wcyoung at buffalo.edu (Wes Young) Date: Fri, 25 Jan 2008 13:49:58 -0500 Subject: [rt-users] RTIR Custom Field Display Message-ID: <479A2F56.6020409@buffalo.edu> Does anyone know how RTIR hides it's custom fields from being displayed by the call: <& /Ticket/Elements/ShowCustomFields, Ticket => $TicketObj &> in the share/html/RTIR/Incident/Display.html ? I mean, they hard code the values in, but somehow there is magic somewhere that keeps this command from presenting them? Any ideas? -- Wes Young Network Security Analyst University at Buffalo ----------------------------------------------- | my OpenID: | http://tinyurl.com/2zu2d3 | ----------------------------------------------- From sambauser at iastate.edu Fri Jan 25 13:53:39 2008 From: sambauser at iastate.edu (chris) Date: Fri, 25 Jan 2008 12:53:39 -0600 Subject: [rt-users] (no subject) Message-ID: <77E48EFB-6D80-45EC-89AB-1916ECCBED2A@iastate.edu> I would ask this question to the asset track list or look at their wiki, but those aren't available. I have AT installed and it appears in the RT menu, however, the only option I have for adding machines is server. I don't have any other types of machines available and can't figure out how to add them. I tried editing one of the config files and more types appeared in the view, but when you go to add a new asset, the only type is still server. Could anyone point me to info on how to set this up or help me out? Thanks, Chris From sturner at MIT.EDU Fri Jan 25 13:57:54 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 25 Jan 2008 13:57:54 -0500 Subject: [rt-users] Canned Replies In-Reply-To: <9FFD2645-F4FB-442E-A74E-3CE95B58C5F6@kingarthurflour.com> References: <9FFD2645-F4FB-442E-A74E-3CE95B58C5F6@kingarthurflour.com> Message-ID: <6.2.3.4.2.20080125135535.047202d8@po14.mit.edu> At Thursday 1/24/2008 10:31 AM, Steve Cochran wrote: >I've been thinking about the last request we have from our CS dept, to >have easy access to a list of answers to common questions. I've read >through the CannedReplies page on the wiki, and also read the intro to >RTFM. > >Obviously, simple is good, and after reading the intro, RTFM might be >more than we need. I also couldn't find any screenshots of it being >used from an RT ticket, just the basic ones in the documentation PDF. > >Here's the basic desires: > Simple pulldown menu to select a canned reply when answers a ticket > Easy interface to copy/paste a new canned reply into the > system (for >users that aren't RT admins) > Capacity to handle several hundred canned replies. > (understand the pulldown approach might not work for this) > Searching canned response content might be nice > >Given those needs, does anyone have a recommendation on which approach >to try first? > >Thanks, >Steve Cochran Hello Steve, I put the CannedReplies contrib on the wiki - it can only satisfy the first of your requirements, so wouldn't be a good solution for you. It sounds like you need RTFM or other KB solution. Steve From pape-rt at inf.fu-berlin.de Fri Jan 25 15:21:44 2008 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Fri, 25 Jan 2008 21:21:44 +0100 Subject: [rt-users] Accessing User_Local.pm user defined methods from Mason In-Reply-To: References: Message-ID: Hello, --Am 25. Januar 2008 18:22:46 +0000 schrieb Paulo Filipe Andrade : > I have tried adding DisplayName => { 'read' => 1 }, and it works.. > kind of. The first user's name in the drop down never gets displayed. > Somehow the first call to the method never goes through.. > Any suggestions are welcome! I am quite sure that the first user in the dropdown is "Nobody" which has neither Nickname nor Realname. You need a fallback (e.g. to User->Name if both are empty). We have already a patch for the same thing (and more): We did not like that in some cases the Emailaddress was displayed when showing a user in other cases the Username (with or without Real Name). So we patched most occurrences where users are displayed with a call to DisplayName or (in some cases) FriendlyEmailAddress, methods which we implemented in User_Overlay.pm. I attach a link to our patch here for reference. You may find that it is worth to modify other places of User display as well. (The patch is not yet ready because I am not sure whether we missed some places, where a User will be displayed - so we did not yet modify Admin pages). Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 From pape-rt at inf.fu-berlin.de Fri Jan 25 15:21:44 2008 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Fri, 25 Jan 2008 21:21:44 +0100 Subject: [rt-users] Accessing User_Local.pm user defined methods from Mason In-Reply-To: References: Message-ID: Hello, --Am 25. Januar 2008 18:22:46 +0000 schrieb Paulo Filipe Andrade : > I have tried adding DisplayName => { 'read' => 1 }, and it works.. > kind of. The first user's name in the drop down never gets displayed. > Somehow the first call to the method never goes through.. > Any suggestions are welcome! I am quite sure that the first user in the dropdown is "Nobody" which has neither Nickname nor Realname. You need a fallback (e.g. to User->Name if both are empty). We have already a patch for the same thing (and more): We did not like that in some cases the Emailaddress was displayed when showing a user in other cases the Username (with or without Real Name). So we patched most occurrences where users are displayed with a call to DisplayName or (in some cases) FriendlyEmailAddress, methods which we implemented in User_Overlay.pm. I attach a link to our patch here for reference. You may find that it is worth to modify other places of User display as well. (The patch is not yet ready because I am not sure whether we missed some places, where a User will be displayed - so we did not yet modify Admin pages). Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 From KFCrocker at lbl.gov Fri Jan 25 16:12:01 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 25 Jan 2008 13:12:01 -0800 Subject: [rt-users] non-root users not seeing custom attribute fields in new ticket form or mody ticket form In-Reply-To: <4799DE56.5020706@limepepper.co.uk> References: <4799DE56.5020706@limepepper.co.uk> Message-ID: <479A50A1.7080803@lbl.gov> Tom, If I understand your question, you are wondering why a particular Custom Field is not visable when creating a ticket, even if the user is root. The answer is related to how RT links Custom Fields to a ticket. The user or user privileges "SeeCustomField", "ModifyCustomField", and "AdminCustomField" refer to what a user can do to a Custom Field IF )and IF is the pertinate word here) the Custom Field has been applied to a queue. In other words, the User rights (for a CF) don't mean anything unless the Custom Field has already been applied to the tickets in a queue. Hope this helps. Kenn LBNL On 1/25/2008 5:04 AM, Tom H wrote: > Hi, > > I have added an "on hold" custom attribute, which should be available to > privileged users when creating a new ticket through the web interface, > and to users with edit ticket rights on existing tickets. > > However the privileged users do not get the fields appearing in the web > interface. I tried adding "seeCustomField" and "AdminCustomField" to the > requestor global group, but its not changing the create ticket form. > > I noticed that there is an "Applies To" option on the Configuration -> > Custom Fields -> -> "Applies to" menu, but as the > root user can already add these attributes to tickets, I can't see what > I would have to select these. After all I have selected the custom > fields at the global level... > > (The root user sees the fields correctly, when creating or editing tickets.) > > Thanks, > > 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 sambauser at iastate.edu Fri Jan 25 16:13:03 2008 From: sambauser at iastate.edu (Chris Campbell) Date: Fri, 25 Jan 2008 15:13:03 -0600 Subject: [rt-users] RTx::AssetTracker asset type fields setup Message-ID: Sorry for the repost; I noticed the previous one didn't have a subject. I would ask this question to the asset track list or look at their wiki, but those aren't available. I have AT installed and it appears in the RT menu, however, the only option I have for adding machines is server. I don't have any other types of machines available and can't figure out how to add them. I tried editing one of the config files and more types appeared in the view, but when you go to add a new asset, the only type is still server. Could anyone point me to info on how to set this up or help me out? Thanks, Chris From gleduc at mail.sdsu.edu Fri Jan 25 16:25:11 2008 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 25 Jan 2008 13:25:11 -0800 Subject: [rt-users] Override global scrip on ticket-by-ticket basis? In-Reply-To: References: Message-ID: <6.2.1.2.2.20080125125431.028392b0@mail.sdsu.edu> Hi Sarah, This should be pretty simple. Create a "Select one value" custom field, say "SendResolutionMail" with 2 possible values: Yes and No. Select this custom field in each queue that you want to be able to shut off the resolution e-mail. Then have your resolvers select No in the ticket if they don't want an e-mail going out when the ticket gets resolved. In your global resolve scrip, change the condition to User Defined and use the following as the condition: { ### True if (status changes to resolved) and (CF SendResolutionMail doesn't exist or exists and is Yes) my $switch = get_custom('SendResolutionMail'); ### $sendit is true if the CF doesn't exist OR it exists and is 'Yes' my $sendit = ! $switch || $switch eq 'Yes' my $Transaction = $self->TransactionObj; my $val = $Transaction->Type eq 'Status' && $Transaction->NewValue eq 'resolved' && $sendit; return $val; ### Returns custom field value ### get_custom($field_name) sub get_custom { my $target_name = $_[0]; my $val = $Ticket->FirstCustomFieldValue($target_name); return $val if defined $val; return undef; } } There are probably other ways to do this, but this should do what you want. Regards, Gene At 12:02 PM 1/24/2008, Sarah Pomerantz wrote: >My goal is to have a switch on the Resolve screen so a user can select >whether or not the Resolved template is sent. > >Currently I have a global scrip "Resolve": On Resolve Notify >Requestors and Ccs with template Resolved > >I see that you can write custom conditions for scrips >(http://wiki.bestpractical.com/view/WriteCustomCondition > , > http://www.gossamer-threads.com/lists/rt/users/12350?do=post_view_threaded > ). > >However these would not account for the case-by-case nature of this >situation. I want to be able to skip the global scrip Resolve on a >ticket-by-ticket basis, not queue by queue. Is this possible, ideally >through a UI option on the Resolve screen? > >Thanks, >Sarah Pomerantz >sarah at bottlenose-wine.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From KFCrocker at lbl.gov Fri Jan 25 16:38:04 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 25 Jan 2008 13:38:04 -0800 Subject: [rt-users] Logged out immediately after clicking on any link In-Reply-To: <4799DCCB.7080108@applianz.com> References: <4799DCCB.7080108@applianz.com> Message-ID: <479A56BC.1050900@lbl.gov> Carlos, Are you using Firefox or IE? Are you using "File" or DB for your sessions? We use Firefox and "File" for our sessions and we resolved the problem by adding the 'Transaction' argument when setting up Apache sessions. Hope this helps. Kenn LBNL On 1/25/2008 4:57 AM, Carlos Solorzano wrote: > We just installed RT on Gentoo. We are using Apache2, Perl 5.8.8, Mysql. > The install seemed to all go well. When I go to the RT site I am able to > log in and I see the first page then whatever page I try to visit > redirects me to the login page again. I am able to perform tasks such as > changing the password of my root user but I have to keep login in > between clicks. > Any ideas what I may have done wrong? I read lots of posts regarding > this issue but no resolutions, and the few suggestions I saw I already > tried. > Thanks, > > --Carlos > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Fri Jan 25 16:38:04 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 25 Jan 2008 13:38:04 -0800 Subject: [rt-users] Logged out immediately after clicking on any link In-Reply-To: <4799DCCB.7080108@applianz.com> References: <4799DCCB.7080108@applianz.com> Message-ID: <479A56BC.1050900@lbl.gov> Carlos, Are you using Firefox or IE? Are you using "File" or DB for your sessions? We use Firefox and "File" for our sessions and we resolved the problem by adding the 'Transaction' argument when setting up Apache sessions. Hope this helps. Kenn LBNL On 1/25/2008 4:57 AM, Carlos Solorzano wrote: > We just installed RT on Gentoo. We are using Apache2, Perl 5.8.8, Mysql. > The install seemed to all go well. When I go to the RT site I am able to > log in and I see the first page then whatever page I try to visit > redirects me to the login page again. I am able to perform tasks such as > changing the password of my root user but I have to keep login in > between clicks. > Any ideas what I may have done wrong? I read lots of posts regarding > this issue but no resolutions, and the few suggestions I saw I already > tried. > Thanks, > > --Carlos > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From carlos at applianz.com Fri Jan 25 16:48:56 2008 From: carlos at applianz.com (Carlos Solorzano) Date: Fri, 25 Jan 2008 15:48:56 -0600 Subject: [rt-users] Logged out immediately after clicking on any link In-Reply-To: <479A56BC.1050900@lbl.gov> References: <4799DCCB.7080108@applianz.com> <479A56BC.1050900@lbl.gov> Message-ID: <2DBE352C-3EF7-4EC0-A6BC-C56E8D55DF68@applianz.com> I have tried both Firefox and IE. I am not certain whether I am using File or DB for the sessions, I know the SessionDir is empty. How do you add the "Transaction" argument to the Apache session? Thanks for the reply, --Carlos On Jan 25, 2008, at 3:38 PM, Kenneth Crocker wrote: > Carlos, > > > Are you using Firefox or IE? Are you using "File" or DB for your > sessions? We use Firefox and "File" for our sessions and we resolved > the problem by adding the 'Transaction' argument when setting up > Apache sessions. Hope this helps. > > Kenn > LBNL > > > On 1/25/2008 4:57 AM, Carlos Solorzano wrote: >> We just installed RT on Gentoo. We are using Apache2, Perl 5.8.8, >> Mysql. >> The install seemed to all go well. When I go to the RT site I am >> able to log in and I see the first page then whatever page I try to >> visit redirects me to the login page again. I am able to perform >> tasks such as changing the password of my root user but I have to >> keep login in between clicks. >> Any ideas what I may have done wrong? I read lots of posts >> regarding this issue but no resolutions, and the few suggestions I >> saw I already tried. >> Thanks, >> --Carlos >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. Buy a copy at http://rtbook.bestpractical.com > From elacour at easter-eggs.com Fri Jan 25 16:57:55 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 25 Jan 2008 22:57:55 +0100 Subject: [rt-users] CF : Comboxbox dynamic content In-Reply-To: <47976536.7061.0039.0@loterie.ch> References: <47976536.7061.0039.0@loterie.ch> Message-ID: <20080125215755.GA25929@easter-eggs.com> On Wed, Jan 23, 2008 at 04:03:00PM +0100, Horst Kriegers wrote: > Hi all, > I'm (very, very) new RT user and don't find the answer to solve my > problem. I hope anyone can help me. > > 2 Custom Fields - combobox > > The first combobox contains 2 values > The values displayed on the second combobox depend of the selected > value on the first combobox. > > Is this possible ? Not really (unless you modify a little bit RT with a bit of javascript) but you can use a "select" type customfield and use the category field. Example: CF: Test Type: Select One value Content: SortOrder ; Name ; Description ; Category 0 ; App1 ; ; Customer1 0 ; App2 ; ; Customer1 0 ; App1 ; ; Customer2 0 ; App2 ; ; Customer2 0 ; App3 ; ; Customer2 This way you will get a two level customfield, first select the customer (category), then the Name (application). From elacour at easter-eggs.com Fri Jan 25 17:05:41 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 25 Jan 2008 23:05:41 +0100 Subject: [rt-users] Set Requestor using current users In-Reply-To: <2329fcf80801231258q68634effp38d06ae9a9f703c@mail.gmail.com> References: <2329fcf80801231258q68634effp38d06ae9a9f703c@mail.gmail.com> Message-ID: <20080125220541.GB25929@easter-eggs.com> On Wed, Jan 23, 2008 at 03:58:32PM -0500, Keith wrote: > Still evaluating RT for use in my office and trying to figure out if it can > do something our current Ticket software does. Our users aren't going to be > using RT to log tickets themselves. They'll either send tickets in by email > or call into our phone support and we'll take care of getting the tickets > into RT. In the "New Ticket" form, the Requestor field is just a text field > that auto-fills in with the currently logged in user. That won't work for us > since the Requestors will all be external users. Our current ticket software > has a text/dropdown that lets you either choose from the dropdown or enter a > new user. Is there any way to make RT do something similar? > I was thinking a separate custom field that is a dropdown of existing users, > but I don't see how to have that value assigned back as the Requestor. > > Has anyone else needed this kind of feature and figured something out? > Here we modified a little bit the share/html/Ticket/Create.html, to propose as requestor a list of emails from our customer database or a free form. Not difficult to do IMHO if you now a little bit of perl and html. I cannot send you a patch because it is very specific to our company (xmlrpc to get custmers emails depending on the queue). From elacour at easter-eggs.com Fri Jan 25 17:05:41 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 25 Jan 2008 23:05:41 +0100 Subject: [rt-users] Set Requestor using current users In-Reply-To: <2329fcf80801231258q68634effp38d06ae9a9f703c@mail.gmail.com> References: <2329fcf80801231258q68634effp38d06ae9a9f703c@mail.gmail.com> Message-ID: <20080125220541.GB25929@easter-eggs.com> On Wed, Jan 23, 2008 at 03:58:32PM -0500, Keith wrote: > Still evaluating RT for use in my office and trying to figure out if it can > do something our current Ticket software does. Our users aren't going to be > using RT to log tickets themselves. They'll either send tickets in by email > or call into our phone support and we'll take care of getting the tickets > into RT. In the "New Ticket" form, the Requestor field is just a text field > that auto-fills in with the currently logged in user. That won't work for us > since the Requestors will all be external users. Our current ticket software > has a text/dropdown that lets you either choose from the dropdown or enter a > new user. Is there any way to make RT do something similar? > I was thinking a separate custom field that is a dropdown of existing users, > but I don't see how to have that value assigned back as the Requestor. > > Has anyone else needed this kind of feature and figured something out? > Here we modified a little bit the share/html/Ticket/Create.html, to propose as requestor a list of emails from our customer database or a free form. Not difficult to do IMHO if you now a little bit of perl and html. I cannot send you a patch because it is very specific to our company (xmlrpc to get custmers emails depending on the queue). From elacour at easter-eggs.com Fri Jan 25 17:11:29 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 25 Jan 2008 23:11:29 +0100 Subject: [rt-users] API $user->create problems In-Reply-To: <4798A0BC.3000807@desy.de> References: <45BE1594.7040406@uiuc.edu> <20070129154951.GF25008@bestpractical.com> <45BE19E6.6090000@uiuc.edu> <200701291153.45203.garry.williams@cbeyond.net> <4798A0BC.3000807@desy.de> Message-ID: <20080125221128.GC25929@easter-eggs.com> On Thu, Jan 24, 2008 at 03:29:16PM +0100, Krieg, Alexander wrote: > Hi, > > i just created a script to add existing users to existing groups, that > works fine. > I also can create queues, groups and set rights for all of them. > > But i cannot create a simple user and find him than over the web-gui, i > think it cannot be so hard, but i do not see my mistake. > here the code i use, and i do not get any error messages or warnings. > > use lib ("/opt/rt3/local/lib", "/opt/rt3/lib", "/opt/rt3/etc/"); > use warnings; > > use RT::User; > use RT::Group; > use Getopt::Long; > use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc); > > CleanEnv(); > RT::LoadConfig(); > RT::Init(); > > my $user = RT::User->new($RT::SystemUser); > $user->Create(Name => 'foo', > EmailAddress => 'foo.foo at foo.de', > Privileged => 1, > Password => 'foo', > RealName => 'foo test'); > > i think it should work !? > It looks ok to me (I use some similar code in my scripts), try to catch an error: my ($code, $msg) = $user->Create ... if ( ! $code ) { print STDERR "Error creating user: $msg\n"; } From rfox at findlay.edu Fri Jan 25 16:19:29 2008 From: rfox at findlay.edu (Ryan Fox) Date: Fri, 25 Jan 2008 16:19:29 -0500 Subject: [rt-users] RTx::AssetTracker asset type fields setup In-Reply-To: References: Message-ID: <479A5261.7050804@findlay.edu> Chris Campbell wrote: > I would ask this question to the asset track list or look at their > wiki, but those aren't available. I have AT installed and it appears > in the RT menu, however, the only option I have for adding machines > is server. I don't have any other types of machines available and > can't figure out how to add them. I tried editing one of the config > files and more types appeared in the view, but when you go to add a > new asset, the only type is still server. Could anyone point me to > info on how to set this up or help me out? Configuration -> Asset Types Ryan -------------- next part -------------- A non-text attachment was scrubbed... Name: rfox.vcf Type: text/x-vcard Size: 276 bytes Desc: not available URL: From elacour at easter-eggs.com Fri Jan 25 17:20:22 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 25 Jan 2008 23:20:22 +0100 Subject: [rt-users] change date format in query results In-Reply-To: <43be87180801241300l3b86e3c0ife1a04c362413c34@mail.gmail.com> References: <43be87180801241300l3b86e3c0ife1a04c362413c34@mail.gmail.com> Message-ID: <20080125222022.GD25929@easter-eggs.com> On Thu, Jan 24, 2008 at 04:00:00PM -0500, Steve Holmes wrote: > Greetings, > > I want to change the date format (for Due) in the search results page such > that it doesn't display the time. I.e. I want something like: Tue Jan 22 > 2007. I'm sure that if I can find the relevant source code snippet I can > figure out how to change it, but I can't seem to find it. > > Can anyone point me to it? > Seems to be here: share/html/Elements//RT__Ticket/ColumnMap, line 287 From tom at limepepper.co.uk Fri Jan 25 18:31:56 2008 From: tom at limepepper.co.uk (Tom H) Date: Fri, 25 Jan 2008 23:31:56 +0000 Subject: [rt-users] non-root users not seeing custom attribute fields in new ticket form or mody ticket form In-Reply-To: <479A50A1.7080803@lbl.gov> References: <4799DE56.5020706@limepepper.co.uk> <479A50A1.7080803@lbl.gov> Message-ID: <479A716C.2020904@limepepper.co.uk> Kenneth Crocker wrote: > Tom, > > > If I understand your question, you are wondering why a particular > Custom Field is not visable when creating a ticket, even if the user is > root. The answer is related to how RT links Custom Fields to a ticket. Ah, no - the root user can see and enter a value for the custom attribute, its the other users that cannot. > The user or user privileges "SeeCustomField", "ModifyCustomField", and > "AdminCustomField" refer to what a user can do to a Custom Field IF )and > IF is the pertinate word here) the Custom Field has been applied to a > queue. In other words, the User rights (for a CF) don't mean anything > unless the Custom Field has already been applied to the tickets in a So I guess I am looking to find out what privilege I need to give the other users to see the custom attribute... Cheers, Tom From ruz at bestpractical.com Fri Jan 25 20:17:34 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 26 Jan 2008 04:17:34 +0300 Subject: [rt-users] non-root users not seeing custom attribute fields in new ticket form or mody ticket form In-Reply-To: <479A716C.2020904@limepepper.co.uk> References: <4799DE56.5020706@limepepper.co.uk> <479A50A1.7080803@lbl.gov> <479A716C.2020904@limepepper.co.uk> Message-ID: <589c94400801251717r691b6a0eua0405e0f31a362e3@mail.gmail.com> On Jan 26, 2008 2:31 AM, Tom H wrote: > Kenneth Crocker wrote: > > Tom, > > > > > > If I understand your question, you are wondering why a particular > > Custom Field is not visable when creating a ticket, even if the user is > > root. The answer is related to how RT links Custom Fields to a ticket. > > Ah, no - the root user can see and enter a value for the custom > attribute, its the other users that cannot. > > > The user or user privileges "SeeCustomField", "ModifyCustomField", and > > "AdminCustomField" refer to what a user can do to a Custom Field IF )and > > IF is the pertinate word here) the Custom Field has been applied to a > > queue. In other words, the User rights (for a CF) don't mean anything > > unless the Custom Field has already been applied to the tickets in a > > So I guess I am looking to find out what privilege I need to give the > other users to see the custom attribute... "SeeCustomField", "ModifyCustomField" if you're talking about custom fields. Please, don't use term "attribute" as there is really another thing exists that's called attributes in RT. It's a little bit hidden from users, but extensions and developers of those know about them and it can be a little bit confusing. > > Cheers, > > > Tom > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Fri Jan 25 20:20:32 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 26 Jan 2008 04:20:32 +0300 Subject: [rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B817127D@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B817127D@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <589c94400801251720j400f0065q8987258f37e91ba2@mail.gmail.com> Two possible reasons that it can not find file /opt/rt3/etc/AssetTracker/AT_Config.pm 1) no such file 2) permissions may be something else, but these are the most common On Jan 23, 2008 6:36 PM, Sean McCreadie wrote: > > > > > Hello, > > > > I tried to upgrade my 3.6.5 installation to 3.6.6 today and it appeared to > work with no issues until I tried to go to the webpage in a browser. I got > the error pasted below. I have Asset Tracker working great on 3.6.5 and it > looks like this was the issue with the upgrade. Does anyone know why it is > throwing this error? Thanks in advance. > > > > Sean > > > > System error > > > error: > > Error during compilation of > /opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default: > Can't locate /opt/rt3/etc/AssetTracker/AT_Config.pm in @INC (@INC contains: > /opt/rt3/local/lib /opt/rt3/lib /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 /opt/rt3/lib/RTx/AssetTracker.pm line 68. > > Stack: > [/opt/rt3/lib/RTx/AssetTracker.pm:68] > [/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:15] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:811] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:441] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204] > [/opt/rt3/share/html/Elements/Callback:85] > [/opt/rt3/share/html/autohandler:270] > > > context: > > > ... > > > code stack: > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:445 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204 > /opt/rt3/share/html/Elements/Callback:85 > /opt/rt3/share/html/autohandler:270 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Fri Jan 25 20:31:25 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 26 Jan 2008 04:31:25 +0300 Subject: [rt-users] NotifyActor even prevents explicit CCs? In-Reply-To: References: Message-ID: <589c94400801251731l53279713t66c1f98c3a856f94@mail.gmail.com> I think it's been there for ages and sure you're right that it's kind of odd and unexpected. Forward this message to the bug tracker so you'll be able to track it. On Jan 23, 2008 6:41 PM, Jay Lee wrote: > We have NotifyActor set to 0 to cut down on the amount of useles messages RT > sends. However, it seems this even prevents the actor from receiving > messages if they explictly enter themself into the CC: field on a Reply or > Comment. Is this the desired behavior? Would it make sense to override > NotifyActor if the address is explicitly set? > > This is on 3.6.6 BTW, not sure if the behavior has changed with recent > upgrade because I just now noticed this behavior. > > Jay > -- > Jay Lee > Network / Systems Administrator > Information Technology Dept. > Philadelphia Biblical 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 > -- Best regards, Ruslan. From sambauser at iastate.edu Sat Jan 26 03:10:52 2008 From: sambauser at iastate.edu (chris) Date: Sat, 26 Jan 2008 02:10:52 -0600 Subject: [rt-users] RTx::AssetTracker asset type fields setup In-Reply-To: <479A5261.7050804@findlay.edu> References: <479A5261.7050804@findlay.edu> Message-ID: <5BFCC9A5-C192-44D0-83AF-965906A42249@iastate.edu> Here's what I get when I go there: All Types: No types matching search criteria found. Do I have to set up these types somewhere when I install the thing or does it come with predefined types? Thanks, Chris On Jan 25, 2008, at 3:19 PM, Ryan Fox wrote: > Chris Campbell wrote: >> I would ask this question to the asset track list or look at their >> wiki, but those aren't available. I have AT installed and it appears >> in the RT menu, however, the only option I have for adding machines >> is server. I don't have any other types of machines available and >> can't figure out how to add them. I tried editing one of the config >> files and more types appeared in the view, but when you go to add a >> new asset, the only type is still server. Could anyone point me to >> info on how to set this up or help me out? > > Configuration -> Asset Types > > Ryan From ruz at bestpractical.com Sat Jan 26 04:13:00 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 26 Jan 2008 12:13:00 +0300 Subject: [rt-users] UTF8, MIME::Encoding Subject Line, troubles again/still. In-Reply-To: <003401c85e7c$e7aab860$b7002920$@ru> References: <003401c85e7c$e7aab860$b7002920$@ru> Message-ID: <589c94400801260113t38f2fb69q10e3cefb64dfbc18@mail.gmail.com> First of all try 3.6.6. Does it depend on a way message comes into the system? Describe how to reproduce it. or even better send a MIME message as attachment so we can reproduce it ourself. 2008/1/24 Alexey G Misyurenko : > Hi! > > Looks like this probles take plase if value of $value variable is mixed, > i.e. exist single byte coded chars and double byte coded chars on it. > > -----???????? ?????????----- > ??: Alexey G Misyurenko [mailto:mag at caravan.ru] > ??????????: 24 ?????? 2008 ?. 13:17 > ????: 'rt-users at lists.bestpractical.com' > ????: UTF8, MIME::Encoding Subject Line, troubles again/still. > > Hi! > > I find that 'Subject' field of mail header still encoded to utf8 twice. > > Here 'debug trace' of ${RT_PATH}/lib/RT/Action/SendEmail.pm > > [Thu Jan 24 09:53:25 2008] [crit]: BEFORE > (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:955) > [Thu Jan 24 09:53:25 2008] [crit]: Charset is 'utf-8'. > (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:956) > [Thu Jan 24 09:53:25 2008] [crit]: use Jcode; > my $jcode = Jcode->new($str); > my @chunks = $jcode->jfold($max,'\n');is '[rtname #43] AutoReply: > > ? ?%?? ???????? ?'?????'????'. (/usr/local/newrt/local/lib/RT/Action/Sen > dEmail.pm:957) > [Thu Jan 24 09:53:25 2008] [crit]: UFT8 flags is ON. > (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:960) > [Thu Jan 24 09:53:25 2008] [crit]: String UTF8 format is OK > (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:962) > [Thu Jan 24 09:53:25 2008] [crit]: AFTER > (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:978) > [Thu Jan 24 09:53:25 2008] [crit]: Charset is 'utf-8'. > (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:980) > [Thu Jan 24 09:53:25 2008] [crit]: Value is '[rtname #43] AutoReply: > ??? ?'?%???? ???????????????? ?'?'?????'???'?'????????'. > (/usr/local/newrt/local/lib/ > RT/Action/SendEmail.pm:981) > [Thu Jan 24 09:53:25 2008] [crit]: UFT8 flags is OFF. > (/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:992) > > Some remarks > BEFORE - mean before > sub MIMEEncodeString > Line_num 952 ( of original SendMail.pm ) > Line code "Encode::_utf8_off($value);" > > AFTER - mean after > sub MIMEEncodeString > Line_num 953 ( of original SendMail.pm ) > Line code "my $res = Encode::from_to( $value, "utf-8", $charset );" > > Charset - value of variable $charset > Value - values of variable $value > > > Any Ideas how to correctly fix troubles??? > > > === some information about RT > Perl v5.8.5 under linux Apache2::Const v2.000003; Apache2::Log v2.000003; > Apache2::Module v2.000003; Apache2::RequestIO v2.000003; > Apache2::RequestRec v2.000003; Apache2::RequestUtil v2.000003; > Apache2::Response v2.000003; Apache2::ServerUtil v2.000003; > Apache2::Status v4.00; Apache::DBI v1.06; Apache::Session v1.85; > Apache::Session::File v1.54; Apache::Session::Generate::MD5 v2.1; > Apache::Session::Lock::File v1.04; Apache::Session::Serialize::Storable > v1.01; Apache::Session::Store::File v1.03; APR v0.009000; APR::Pool > v0.009000; APR::Table v0.009000; AutoLoader v5.60; base v2.06; bytes > v1.01; Cache::Simple::TimedExpiry v0.27; capitalization v0.03; Carp > v1.03; CGI v3.33; CGI::Cookie v1.28; CGI::Util v1.5; Class::Container > v0.12; Class::Data::Inheritable v0.06; Class::ReturnValue v0.55; Clone > v0.28; constant v1.04; Cwd v3.27; Data::Dumper v2.121; Date::Format > v2.22; Date::Parse v2.27; DBD::Oracle v1.20; DBI v1.601; > DBIx::SearchBuilder v1.51; DBIx::SearchBuilder::Union v0; > DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.15; > Devel::StackTraceFrame v0.6; Devel::Symdump v2.08; Digest::base v1.00; > Digest::MD5 v2.36; DynaLoader v1.05; Encode v2.01; Encode::Alias v2.00; > Encode::Config v2.00; Encode::Encoding v2.00; Encode::Guess v2.00; > Encode::Unicode v2.00; Errno v1.09; Exception::Class v1.23; > Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl > v1.05; File::Basename v2.73; File::Glob v1.03; File::Path v1.06; > File::Spec v3.27; File::Spec::Unix v3.27; File::Temp v0.20; FileHandle > v2.01; HTML::Element v3.23; HTML::Entities v1.35; HTML::Formatter v2.04; > HTML::FormatText v2.04; HTML::Mason v1.38; HTML::Mason::ApacheHandler > v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; > HTML::Mason::Exception::Compilation v1.1; > HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; > HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline > v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax > v1.1; HTML::Mason::Exception::System v1.1; > HTML::Mason::Exception::TopLevelNotFound v1.1; > HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; > HTML::Parser v3.56; HTML::Scrubber v0.08; HTML::Tagset v3.10; > HTML::TreeBuilder v3.23; HTTP::Date v1.47; I18N::LangTags v0.33; > I18N::LangTags::Detect v1.03; integer v1.00; IO v1.23; IO::File v1.14; > IO::Handle v1.27; IO::InnerFile v2.110; IO::Lines v2.110; IO::ScalarArray > v2.110; IO::Seekable v1.1; IO::WrapTie v2.110; IPC::Open2 v1.01; > IPC::Open3 v1.0106; lib v0.5565; List::Util v1.19; Locale::Maketext > v1.09; Locale::Maketext::Fuzzy v0.10; Locale::Maketext::Lexicon v0.65; > Locale::Maketext::Lexicon::Gettext v0.16; Log::Dispatch v2.20; > Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; > Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address > v2.02; Mail::Field v2.02; Mail::Field::AddrList v2.02; Mail::Field::Date > v2.02; Mail::Field::Generic v2.02; Mail::Header v2.02; Mail::Internet > v2.02; Mail::Util v2.02; MIME::Base64 v3.07; MIME::Body v5.425; > MIME::Decoder v5.425; MIME::Decoder::NBit v5.425; MIME::Entity v5.425; > MIME::Field::ContDisp v5.425; MIME::Field::ConTraEnc v5.425; > MIME::Field::ContType v5.425; MIME::Field::ParamVal v5.425; MIME::Head > v5.425; MIME::Parser v5.425; MIME::QuotedPrint v3.07; MIME::Tools v5.425; > MIME::Words v5.425; mod_perl v2.000003; mod_perl2 v2.000003; > ModPerl::Const v2.000003; Module::Refresh v0.13; Module::Versions::Report > v1.03; overload v1.01; Params::Validate v0.89; PerlIO v1.03; > PerlIO::scalar v0.02; POSIX v1.08; re v0.04; Regexp::Common v2.120; > Regexp::Common::delimited v2.104; RT v3.6.5; RT::Interface::Email v2; > Scalar::Util v1.19; SelectSaver v1.00; Socket v1.77; Storable v2.13; > strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.08; > Text::Autoformat v1.13; Text::Quoted v2.03; Text::Reform v1.11; > Text::Tabs v98.112801; Text::Template v1.44; Text::Wrapper v1.01; > Time::HiRes v1.9711; Time::JulianDay v2003.1125; Time::Local v1.1; > Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.22; > UNIVERSAL v1.01; UNIVERSAL::require v0.11; URI v1.35; URI::Escape v3.28; > URI::URL v5.03; URI::WithBase v2.19; utf8 v1.04; vars v1.01; warnings > v1.03; warnings::register v1.00; XSLoader v0.02; > > > ?????????? RT > RT::AmbiguousDayInPast 1 > RT::BasePath /usr/local/newrt > RT::BinPath /usr/local/newrt/bin > RT::CORE_CONFIG_FILE /usr/local/newrt/etc/RT_Config.pm > RT::CommentAddress ${HIDDEN} > RT::CorrespondAddress ${HIDDEN} > RT::DatabaseHost localhost > RT::DatabaseName ${HIDDEN} > RT::DatabasePassword Password not printed > RT::DatabaseRTHost localhost > RT::DatabaseType Oracle > RT::DatabaseUser newrtadmin > RT::DateDayBeforeMonth 1 > RT::DefaultSearchResultFormat ' HREF="/Ticket/Display.html?id=__id__">__id__/TITLE:#', ' HREF="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject', > Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', > '__Requestors__', '__CreatedRelative__', > '__ToldRelative__', '__LastUpdatedRelative__', > '__TimeLeft__' > RT::DefaultSummaryRows 10 > RT::DevelMode 1 > RT::EmailOutputEncoding utf-8 > RT::EtcPath /usr/local/newrt/etc > RT::FriendlyFromLineFormat "%s via RT" <%s> > RT::FriendlyToLineFormat "%s of ${HIDDEN} Ticket #%s":; > RT::LocalEtcPath /usr/local/newrt/local/etc > RT::LocalLexiconPath /usr/local/newrt/local/po > RT::LocalPath /usr/local/newrt/local > RT::LogDir /usr/local/newrt/var/log > RT::LogToFileNamed rt.log > RT::LogToScreen error > RT::LogToSyslog debug > RT::LogoURL http://${HIDDEN}/i/home/logo-big.gif > RT::LoopsToRTOwner 1 > RT::MailCommand sendmailpipe > RT::MasonComponentRoot /usr/local/newrt/share/html > RT::MasonDataDir /usr/local/newrt/var/mason_data > RT::MasonLocalComponentRoot /usr/local/newrt/local/html > RT::MasonSessionDir /usr/local/newrt/var/session_data > RT::MaxAttachmentSize 10000000 > RT::MaxInlineBody 13456 > RT::MessageBoxWidth 72 > RT::MessageBoxWrap HARD > RT::MinimumPasswordLength 5 > RT::OldestTransactionsFirst 1 > RT::Organization ${HIDDEN} > RT::OwnerEmail rt-errors > RT::RTAddressRegexp ^rt\@example.com$ > RT::RecordOutgoingEmail 1 > RT::RedistributeAutoGeneratedMessages privileged > RT::SITE_CONFIG_FILE /usr/local/newrt/etc/RT_SiteConfig.pm > RT::Sendmail /usr/sbin/sendmail > RT::SendmailArguments -oi -t > RT::SendmailBounceArguments -f "<>" > RT::SendmailPath /usr/sbin/sendmail > RT::ShowTransactionImages 1 > RT::StrictLinkACL 1 > RT::Timezone Europe/Moscow > RT::UseFriendlyFromLine 1 > RT::VERSION 3.6.5 > RT::VarPath /usr/local/newrt/var > RT::WebBaseURL http://${HIDDEN} > RT::WebDefaultStylesheet 3.4-compat > RT::WebFlushDbCacheEveryRequest 1 > RT::WebImagesURL http://${HIDDEN}/NoAuth/images > RT::WebPort 80 > RT::WebURL http://${HIDDEN}/ > RT::rtname ${HIDDEN} > > ???????????? Perl > Summary of my perl5 (revision 5 version 8 subversion 5) configuration: > Platform: > osname=linux, osvers=2.6.9-22.18.bz155725.elsmp, > archname=x86_64-linux-thread-multi > uname='linux hs20-bc1-3.build.redhat.com 2.6.9-22.18.bz155725.elsmp #1 > smp thu nov 17 15:34:08 est 2005 x86_64 x86_64 x86_64 gnulinux ' > config_args='-des -Doptimize=-O2 -g -pipe -m64 -Dversion=5.8.5 > -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, > Inc. -Dinstallprefix=/usr -Dprefix=/usr -Dlibpth=/usr/local/lib64 /lib64 > /usr/lib64 -Dprivlib=/usr/lib/perl5/5.8.5 > -Dsitelib=/usr/lib/perl5/site_perl/5.8.5 > -Dvendorlib=/usr/lib/perl5/vendor_perl/5.8.5 > -Darchlib=/usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi > -Dsitearch=/usr/lib64/perl5/site_perl/5.8.5/x86_64-linux-thread-multi > -Dvendorarch=/usr/lib64/perl5/vendor_perl/5.8.5/x86_64-linux-thread-multi > -Darchname=x86_64-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib > -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun > -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio > -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr > -Dinc_version_list=5.8.4 5.8.3 5.8.2 5.8.1 5.8.0' > hint=recommended, useposix=true, d_sigaction=define > usethreads=define use5005threads=undef useithreads=define > usemultiplicity=define > useperlio=define d_sfio=undef uselargefiles=define usesocks=undef > use64bitint=define use64bitall=define uselongdouble=undef > usemymalloc=n, bincompat5005=undef > Compiler: > cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING > -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE > -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', > optimize='-O2 -g -pipe -m64', > cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing > -pipe -I/usr/local/include -I/usr/include/gdbm' > ccversion='', gccversion='3.4.6 20060404 (Red Hat 3.4.6-2)', > gccosandvers='' > intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678 > d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16 > ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', > lseeksize=8 > alignbytes=8, prototype=define > Linker and Libraries: > ld='gcc', ldflags ='' > libpth=/usr/local/lib64 /lib64 /usr/lib64 > libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc > perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc > libc=/lib/libc-2.3.3.so, so=so, useshrplib=true, libperl=libperl.so > gnulibc_version='2.3.4' > Dynamic Linking: > dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E > -Wl,-rpath,/usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE' > cccdlflags='-fPIC', lddlflags='-shared' > > > > --- > WBR, Alexey G Misyurenko ( MAG-RIPE | MMAGG-RIPN ) > Phone: +7 495 3632252 Cell: +7 495 5082794 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 rfox at findlay.edu Sat Jan 26 08:52:08 2008 From: rfox at findlay.edu (Ryan Fox) Date: Sat, 26 Jan 2008 08:52:08 -0500 Subject: [rt-users] RTx::AssetTracker asset type fields setup In-Reply-To: <5BFCC9A5-C192-44D0-83AF-965906A42249@iastate.edu> References: <479A5261.7050804@findlay.edu> <5BFCC9A5-C192-44D0-83AF-965906A42249@iastate.edu> Message-ID: <479B3B08.6040109@findlay.edu> chris wrote: > Here's what I get when I go there: > All Types: > No types matching search criteria found. > > Do I have to set up these types somewhere when I install the thing or > does it come with predefined types? It's been a while since I set it up, but I thought it came with a server type. There should be a link to create new types from that page. Is it not available to you? Ryan -------------- next part -------------- A non-text attachment was scrubbed... Name: rfox.vcf Type: text/x-vcard Size: 276 bytes Desc: not available URL: From todd at chaka.net Sat Jan 26 10:05:08 2008 From: todd at chaka.net (Todd Chapman) Date: Sat, 26 Jan 2008 10:05:08 -0500 Subject: [rt-users] RTx::AssetTracker asset type fields setup In-Reply-To: <5BFCC9A5-C192-44D0-83AF-965906A42249@iastate.edu> References: <479A5261.7050804@findlay.edu> <5BFCC9A5-C192-44D0-83AF-965906A42249@iastate.edu> Message-ID: <519782dc0801260705p6b24c638pc548b499ad08ebb7@mail.gmail.com> You are not clicking on the "New Asset Type" menu. It works exactly the same as adding a Queue. On 1/26/08, chris wrote: > > Here's what I get when I go there: > All Types: > No types matching search criteria found. > > Do I have to set up these types somewhere when I install the thing or > does it come with predefined types? > > Thanks, > > Chris > On Jan 25, 2008, at 3:19 PM, Ryan Fox wrote: > > > Chris Campbell wrote: > >> I would ask this question to the asset track list or look at their > >> wiki, but those aren't available. I have AT installed and it appears > >> in the RT menu, however, the only option I have for adding machines > >> is server. I don't have any other types of machines available and > >> can't figure out how to add them. I tried editing one of the config > >> files and more types appeared in the view, but when you go to add a > >> new asset, the only type is still server. Could anyone point me to > >> info on how to set this up or help me out? > > > > Configuration -> Asset Types > > > > Ryan > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 stephen.cochran at kingarthurflour.com Sun Jan 27 01:37:40 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Sun, 27 Jan 2008 01:37:40 -0500 Subject: [rt-users] RTFM Permissions Question Message-ID: Thanks everyone for the feedback on RTFM vs CannedReplies. RTFM is great, was def the way to go and is nicely integrated with RT. THe only problem I'm having is trying to delegate the maintenance of Topics in RTFM. I have a group that can see the class in RTFM, and have another supervisors class that I've given the adminTopics permission to for that class as well. Problem is that they don't see the "Configuration" tab in RT to be able to get to the Topic editing screen. What right will give them the Config tab without giving them access to anything else such as queue setup, etc? Thanks, Steve From smccreadie at CanyonPartners.com Sun Jan 27 01:40:05 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Sat, 26 Jan 2008 22:40:05 -0800 Subject: [rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker References: <6A8A671AFE630144BC8AE1D84E6700B817127D@SR-ES-EMAIL01.canyonpartners.local> <589c94400801251720j400f0065q8987258f37e91ba2@mail.gmail.com> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B81712D6@SR-ES-EMAIL01.canyonpartners.local> Thanks for the tip! It was the permissions on the AT_Config.pm and AT_Siteconfig.pm files that was changed. I fixed it and the RT page loaded right up. Thanks again. Sean -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Friday, January 25, 2008 5:21 PM To: Sean McCreadie Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker Two possible reasons that it can not find file /opt/rt3/etc/AssetTracker/AT_Config.pm 1) no such file 2) permissions may be something else, but these are the most common On Jan 23, 2008 6:36 PM, Sean McCreadie wrote: > > > > > Hello, > > > > I tried to upgrade my 3.6.5 installation to 3.6.6 today and it appeared to > work with no issues until I tried to go to the webpage in a browser. I got > the error pasted below. I have Asset Tracker working great on 3.6.5 and it > looks like this was the issue with the upgrade. Does anyone know why it is > throwing this error? Thanks in advance. > > > > Sean > > > > System error > > > error: > > Error during compilation of > /opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default: > Can't locate /opt/rt3/etc/AssetTracker/AT_Config.pm in @INC (@INC contains: > /opt/rt3/local/lib /opt/rt3/lib /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 /opt/rt3/lib/RTx/AssetTracker.pm line 68. > > Stack: > [/opt/rt3/lib/RTx/AssetTracker.pm:68] > [/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:15] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:811] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:441] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204] > [/opt/rt3/share/html/Elements/Callback:85] > [/opt/rt3/share/html/autohandler:270] > > > context: > > > ... > > > code stack: > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:445 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204 > /opt/rt3/share/html/Elements/Callback:85 > /opt/rt3/share/html/autohandler:270 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 roydepp at gmail.com Sun Jan 27 08:35:17 2008 From: roydepp at gmail.com (Roy Depp) Date: Sun, 27 Jan 2008 15:35:17 +0200 Subject: [rt-users] Problems with RT at a glance after upgrading 3.6.2 to 3.6.4 Message-ID: Hi, After upgrading from 3.6.2 to 3.6.4 when accessing Preferences -> RT at a glance i get the following error (on all users), I've been searching on the mailing archives, but cant find anything similar. Please help. ===================================================================================== error: Can't locate object method "new" via package "RT::SavedSearches" (perhaps you forgot to load "RT::SavedSearches"?) at /opt/rt3/share/html/Prefs/MyRT.html line 112. context: ... 108: 109: my $sys = RT::System->new($session{'CurrentUser'}); 110: my @objs = ($sys); 111: 112: push @objs, RT::SavedSearches->new( $session{CurrentUser} )->_PrivacyObjects 113: if $session{'CurrentUser'}->HasRight( Right => 'LoadSavedSearch', 114: Object => $RT::System ); 115: 116: my @sys_searches; ... code stack: /opt/rt3/share/html/Prefs/MyRT.html:112 /opt/rt3/share/html/autohandler:291 ===================================================================================== Raw error: ===================================================================================== Can't locate object method "new" via package "RT::SavedSearches" (perhaps you forgot to load "RT::SavedSearches"?) at /opt/rt3/share/html/Prefs/MyRT.html line 112. Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "new" via package "RT::SavedSearches" (perhaps you forgot to load "RT::SavedSearches"?) at /opt/rt3/share/html/Prefs/MyRT.html line 112.^J') called at /opt/rt3/share/html/Prefs/MyRT.html line 112 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x552e3a4810)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1262 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp(undef, undef, undef) called at /opt/rt3/share/html/autohandler line 291 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x552dd6f260)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1257 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 466 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 466 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x552eb2eec0)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x552eb2eec0)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x552d5d9ce0)', 'Apache2::RequestRec=SCALAR(0x552f59ffb0)') called at /opt/rt3/bin/webmux.pl line 125 eval {...} at /opt/rt3/bin/webmux.pl line 125 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x552f59ffb0)') called at -e line 0 eval {...} at -e line 0 ===================================================================================== Thanks, Roy. From stephen.cochran at kingarthurflour.com Sun Jan 27 18:46:07 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Sun, 27 Jan 2008 18:46:07 -0500 Subject: [rt-users] At a glance "Take" link Message-ID: <1309230C-469A-4AC2-8C41-E6F62780EBD9@kingarthurflour.com> I was looking to change the flow after the "Take" link on glance screen was clicked. Right now, if a queue worker "takes" a ticket, they then have to click a second link to reply after the ticket is Displayed. As this is the most common workflow, I was looking to combine the steps. Two ideas came to mind. First, passing in an action of "Take" to the Update.html script (which would end up being embedded into the form as a hidden field). Second, create a scrip that on owner change displays the reply view. The second approach appeals because I can apply it to only one queue, but I didn't see any examples of redirecting to a different page as a scrip action. Thoughts? Steve From tyler.shen at vicscouts.asn.au Mon Jan 28 00:46:36 2008 From: tyler.shen at vicscouts.asn.au (Shen, Tyler) Date: Mon, 28 Jan 2008 16:46:36 +1100 Subject: [rt-users] 10 newest unowned tickets only seen by those who has the right toOwnticket In-Reply-To: References: Message-ID: <1201499196.8166.18.camel@vicscouts.asn.au> Can someone please enlighten me on how to show the "10 newest unowned tickets" to only those users who can own the tickets? Currently the "10 newest unowned tickets" shows all the tickets to those who have rights to view, but these tickets are not necessarily those they can own. I made the change in RT 3.2 only allowing users to view the tickets they can own under "10 newest unowned tickets" and it worked beautifully. It seems in RT3.6 this functionality is driven by the encrypted queries in the Attributes table. Any help is appreciated! Tyler From mag at caravan.ru Mon Jan 28 04:57:48 2008 From: mag at caravan.ru (Alexey G Misyurenko) Date: Mon, 28 Jan 2008 12:57:48 +0300 Subject: [rt-users] HA: UTF8, MIME::Encoding Subject Line, troubles again/still. In-Reply-To: <589c94400801260113t38f2fb69q10e3cefb64dfbc18@mail.gmail.com> References: <003401c85e7c$e7aab860$b7002920$@ru> <589c94400801260113t38f2fb69q10e3cefb64dfbc18@mail.gmail.com> Message-ID: <030301c86194$3cc88f10$b659ad30$@ru> Hi! Ruslan ss you asked for RT now is 3.6.6 but bug still present. ** First situation when it is seen is modification of subject by template. If subject is not modified by template all is ok Subject: =?UTF-8?B?W2NhcmF2YW4gIzIwMDQ2NDZdINCi0JXQodCi?= If subject is modified by template by next one line on template Subject: AutoReplay: {$Ticket->Subject()} The final Subject line is broken Subject: =?UTF-8?B?W2NhcmF2YW4gIzIwMDQ2NzldIEF1dG9SZXBsYXk6IMOQwqLDkMKVw5DCocOQ?= =?UTF-8?B?wqI=?= In this to tests I use single Russian word ???? (4 chars. Word id equivalent to English word test). ** Next bug is in showing transactions. For test is, I reply to the first ticked created upper. It's subject line is Subject: =?UTF-8?B?W2NhcmF2YW4gIzIwMDQ2NDZdINCi0JXQodCi?= Without next changes Subject displayed on transaction history, showed broken. *** share/html/Ticket/Elements/ShowMessageHeaders 2007-04-24 21:21:42.000000000 +0400 --- local/html/Ticket/Elements/ShowMessageHeaders 2008-01-25 17:46:27.000000000 +0300 *************** $content = $m->interp->apply_escapes($co *** 67,76 **** my @lines = split /\n/, $content; my $in_header = 0; my @headers; for (@lines) { if (/^(\S+):\s+(.*)$/) { ! push @headers, { Tag => $1, Value => $2 }; } elsif (/^\s+/) { $headers[-1]->{'Value'} .= $_; --- 67,84 ---- my @lines = split /\n/, $content; my $in_header = 0; my @headers; + my $msgtag; + my $msgval; for (@lines) { if (/^(\S+):\s+(.*)$/) { ! $msgtag = $1; ! $msgval = $2; ! Encode::_utf8_on($msgval); ! eval { $msgval = Encode::decode_utf8($msgval) }; ! if ( !length($msgval) ) { Encode::_utf8_off($msgval); $msgval = $2; }; ! ! push (@headers, { Tag => $msgtag, Value => $msgval} ); } elsif (/^\s+/) { $headers[-1]->{'Value'} .= $_; If it's needed I can send information stored if datebase.. -----???????? ?????????----- ??: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] ?? ????? Ruslan Zakirov ??????????: 26 ?????? 2008 ?. 12:13 ????: Alexey G Misyurenko ?????: rt-users at lists.bestpractical.com ????: Re: [rt-users] UTF8, MIME::Encoding Subject Line, troubles again/still. First of all try 3.6.6. Does it depend on a way message comes into the system? Describe how to reproduce it. or even better send a MIME message as attachment so we can reproduce it ourself. 2008/1/24 Alexey G Misyurenko : > Hi! > > Looks like this probles take plase if value of $value variable is mixed, > i.e. exist single byte coded chars and double byte coded chars on it. > -- Best regards, Ruslan. From mag at caravan.ru Mon Jan 28 05:09:54 2008 From: mag at caravan.ru (Alexey G Misyurenko) Date: Mon, 28 Jan 2008 13:09:54 +0300 Subject: [rt-users] HA: UTF8, MIME::Encoding Subject Line, troubles again/still. References: <003401c85e7c$e7aab860$b7002920$@ru> <589c94400801260113t38f2fb69q10e3cefb64dfbc18@mail.gmail.com> Message-ID: <030601c86195$ed783a80$c868af80$@ru> Some addition info about this one bug > Next bug is in showing transactions. > For test is, I reply to the first ticked created upper. > It's subject line is > > Subject: =?UTF-8?B?W2NhcmF2YW4gIzIwMDQ2NDZdINCi0JXQodCi?= To the /REST/1.0/NoAuth/mail-gateway is posted next data Subject: =?UTF-8?B?W2NhcmF2YW4gIzIwMDQ2NDZdINCi0JXQodCi?= But in oracle DB (ATTACHMENTS.HEADERS) is stored 1) for web created = MIME Encoded 2) for mail replay = MEME Decoded My opinion is that Subject is several times encoded/dencoded and one time is Superfluous. My bee this Superfluous encoded/decoded is a reason of "template based bug". -- Best regards, Alexey. From darling at ccdc.cam.ac.uk Mon Jan 28 05:58:03 2008 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Mon, 28 Jan 2008 10:58:03 +0000 Subject: [rt-users] 3.6.5 Clickable links In-Reply-To: <4798AA7F.1000303@yahoo.com> References: <4798AA7F.1000303@yahoo.com> Message-ID: <479DB53B.8090204@ccdc.cam.ac.uk> Working for me - 3.6.1, no 'porting' required. Mathew Snyder wrote: > I looked up how to make links clickable and found the information on the wiki. > However, all of the listed options indicate older versions of RT. Has anyone > ported any of these solutions to the 3.6 branch and had them work? > > Mathew LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From Ton.Hoogstraten at ingram.nl Mon Jan 28 06:07:12 2008 From: Ton.Hoogstraten at ingram.nl (Hoogstraten, Ton) Date: Mon, 28 Jan 2008 12:07:12 +0100 Subject: [rt-users] 10 newest unowned tickets only seen by those who has theright toOwnticket In-Reply-To: <1201499196.8166.18.camel@vicscouts.asn.au> Message-ID: <891469DFBBD7364EB24DEEB101767D86032926@nlutxch101.corporate.ingrammicro.com> Tyler, The following is working for me on RT 3.6.5. I found it on the CustomizingWithCallbacks wiki page under the 'spam' link. You need to create a file named 'ModifySearch'. See info below. Cheers, Ton Using the Callback system: //html/Callbacks/MyCallbacks/Elements/ShowSearch/ModifySearch: <%INIT> if ($Name && $Name eq 'Unowned Tickets') { my $Queues = RT::Queues->new($session{'CurrentUser'}); $Queues->UnLimit(); my @Queues; while (my $queue = $Queues->Next) { # added '|trash' below Stucki 2005-09-12 next if $queue->Name =~ /^(info|rt.test|trash)$/; push (@Queues, $queue->Id) if $queue->CurrentUserHasRight('OwnTicket'); } my $QueryAdd = join (" OR ", map {"Queue = '$_'"} @Queues); $Search->{'Query'} = "(".$Search->{'Query'}.") AND (".$QueryAdd.")"; } <%ARGS> $Search => undef $Name => undef -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Shen, Tyler Sent: Monday, January 28, 2008 6:47 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] 10 newest unowned tickets only seen by those who has theright toOwnticket Can someone please enlighten me on how to show the "10 newest unowned tickets" to only those users who can own the tickets? Currently the "10 newest unowned tickets" shows all the tickets to those who have rights to view, but these tickets are not necessarily those they can own. I made the change in RT 3.2 only allowing users to view the tickets they can own under "10 newest unowned tickets" and it worked beautifully. It seems in RT3.6 this functionality is driven by the encrypted queries in the Attributes table. Any help is appreciated! Tyler _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From grobm at vrshell.com Mon Jan 28 08:44:30 2008 From: grobm at vrshell.com (Mark Grob) Date: Mon, 28 Jan 2008 08:44:30 -0500 Subject: [rt-users] How to do a report for tickets that were reopened and closed numerous times? In-Reply-To: <479DB53B.8090204@ccdc.cam.ac.uk> References: <4798AA7F.1000303@yahoo.com> <479DB53B.8090204@ccdc.cam.ac.uk> Message-ID: <56E8EC88-91F9-4AF1-9DA6-7392F9B788C8@vrshell.com> I am working on building a report in a separate reporting tool (SQL based). How can I look up how many times a ticket has been closed an reopened? Any suggestions? I want to see which of my Tech support reps are auto resolving an issue and then it is getting reopened because the issue was not really resolved. -Mark Grob From weser at osp-dd.de Mon Jan 28 09:02:53 2008 From: weser at osp-dd.de (Benjamin Weser) Date: Mon, 28 Jan 2008 15:02:53 +0100 Subject: [rt-users] How to do a report for tickets that were reopened and closed numerous times? In-Reply-To: <56E8EC88-91F9-4AF1-9DA6-7392F9B788C8@vrshell.com> References: <4798AA7F.1000303@yahoo.com> <479DB53B.8090204@ccdc.cam.ac.uk> <56E8EC88-91F9-4AF1-9DA6-7392F9B788C8@vrshell.com> Message-ID: <479DE08D.5080804@osp-dd.de> Have a look at the field NewValue in table Transactions. There you can count how many times a ticket (ObjectId = TicketId) was opened and resolved. Mark Grob wrote: > I am working on building a report in a separate reporting tool (SQL > based). How can I look up how many times a ticket has been closed an > reopened? Any suggestions? > > I want to see which of my Tech support reps are auto resolving an > issue and then it is getting reopened because the issue was not really > resolved. > > -Mark Grob > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From sturner at MIT.EDU Mon Jan 28 09:03:23 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 28 Jan 2008 09:03:23 -0500 Subject: [rt-users] How to do a report for tickets that were reopened and closed numerous times? In-Reply-To: <56E8EC88-91F9-4AF1-9DA6-7392F9B788C8@vrshell.com> References: <4798AA7F.1000303@yahoo.com> <479DB53B.8090204@ccdc.cam.ac.uk> <56E8EC88-91F9-4AF1-9DA6-7392F9B788C8@vrshell.com> Message-ID: <6.2.3.4.2.20080128085805.03eacb68@po14.mit.edu> At Monday 1/28/2008 08:44 AM, Mark Grob wrote: >I am working on building a report in a separate reporting tool (SQL >based). How can I look up how many times a ticket has been closed an >reopened? Any suggestions? > >I want to see which of my Tech support reps are auto resolving an >issue and then it is getting reopened because the issue was not really >resolved. > >-Mark Grob Mark, You'd have to look through the ticket transactions for resolve & open actions (Type = 'Status' and look in OldValue and NewValue for values like 'open' and 'resolved'). Hard to do in a single SQL query, though. Also be aware that if a customer replies saying 'Thank you' to a resolved ticket, it will reopen, even though the issue is really resolved. That may skew the results. Steve From stephen.cochran at kingarthurflour.com Mon Jan 28 09:43:58 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 28 Jan 2008 09:43:58 -0500 Subject: [rt-users] Quoting using Reply link from Tab Message-ID: <662EE735-790A-4C6C-9056-D4BBD404F1B0@kingarthurflour.com> Has anyone modified RT to automatically quote the last correspondence when using the Reply link from the Tab bar? Didn't see anything on the wiki. Steve From elacour at easter-eggs.com Mon Jan 28 10:29:33 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 28 Jan 2008 16:29:33 +0100 Subject: [rt-users] Quoting using Reply link from Tab In-Reply-To: <662EE735-790A-4C6C-9056-D4BBD404F1B0@kingarthurflour.com> References: <662EE735-790A-4C6C-9056-D4BBD404F1B0@kingarthurflour.com> Message-ID: <20080128152932.GH3057@easter-eggs.com> On Mon, Jan 28, 2008 at 09:43:58AM -0500, Steve Cochran wrote: > > Has anyone modified RT to automatically quote the last correspondence > when using the Reply link from the Tab bar? Didn't see anything on the > wiki. > You have to modify a litle bit Ticket/Elements/Tab for example, to get the last transaction id for the current ticket and add the option QuoteTransaction=this_id to Ticket/Update.html?Action=Respond&id=" . $id Or if you wan't this for all respond/comment to a ticket without explicit QuoteTransaction option, do it directly in Ticket/Update.html. -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From smccreadie at CanyonPartners.com Mon Jan 28 10:28:51 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Mon, 28 Jan 2008 07:28:51 -0800 Subject: [rt-users] 3.6.5 Clickable links References: <4798AA7F.1000303@yahoo.com> <479DB53B.8090204@ccdc.cam.ac.uk> Message-ID: <6A8A671AFE630144BC8AE1D84E6700B8141D21@SR-ES-EMAIL01.canyonpartners.local> I just saw this post and thought it would be a good idea, got it working no sweat on 3.6.6 following the instructions on the wiki http://wiki.bestpractical.com/view/ClickableLinks Thanks everyone. Sean -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Toby Darling Sent: Monday, January 28, 2008 2:58 AM To: rt-users at lists.fsck.com Subject: Re: [rt-users] 3.6.5 Clickable links Working for me - 3.6.1, no 'porting' required. Mathew Snyder wrote: > I looked up how to make links clickable and found the information on the wiki. > However, all of the listed options indicate older versions of RT. Has anyone > ported any of these solutions to the 3.6 branch and had them work? > > Mathew LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From nrvs at isep.ipp.pt Mon Jan 28 10:39:13 2008 From: nrvs at isep.ipp.pt (Nuno Silva) Date: Mon, 28 Jan 2008 15:39:13 +0000 Subject: [rt-users] RT 3.6.5 and Non LDAP users Message-ID: <479DF721.3070508@isep.ipp.pt> Hello. I have a RT 3.6.5 box working with ldap and tickets being created by email with no problem. However i want to be able to allow ticket creation by mail when the mail is coming from outside my domain. Is there any way i accept the mail and create a temporary ticket in a custom queue until someone validates it and puts it in the right queue? I hope i can get any help. If needed i can provide a more complete explanation about this scenery. Regards Nuno Silva From elacour at easter-eggs.com Mon Jan 28 10:50:35 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 28 Jan 2008 16:50:35 +0100 Subject: [rt-users] Possible browser-dependent Stylesheet problem between 3.6.3 and 3.6.5 In-Reply-To: <20080109084523.I48853@malcolm.berkeley.edu> References: <20080108160131.N18589@malcolm.berkeley.edu> <20080109082213.GA21182@easter-eggs.com> <20080109084523.I48853@malcolm.berkeley.edu> Message-ID: <20080128155034.GI3057@easter-eggs.com> On Wed, Jan 09, 2008 at 09:00:04AM -0800, Mike Friedman wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On Wed, 9 Jan 2008 at 09:22 (+0100), Emmanuel Lacour wrote: > > >On Tue, Jan 08, 2008 at 04:20:10PM -0800, Mike Friedman wrote: > >> > >>One of our RT systems here was just upgraded from 3.4.5 to 3.6.5 and > >>now I find that most of the 'style' is gone in the web pages, but only > >>with Opera and IE (6). Firefox displays the new page formats just > >>fine. > > > >I had the same problem, this was because NoAuth/css wasn't excluded from > >fastcgi so there were headers added which was accepted by firefox but > >not by IE. The problem is certainly in your apache config. What are you > >using ? Fastcgi ? Mod_perl ? Can you give us a sample of your vhost > >configuration ? Also try to download your css from firefox and look at > >the result. > > This RT is using mod_perl. Below is the RT-related excerpt from the vhost > config. This was set up a long time ago by someone who no longer works > here and used to support this RT instance. I must admit that I don't > understand a lot of it; in the RT's I support, my vhost definitions are > much simpler. > Here, the following configuration is sufficient: Alias /rt /usr/local/rt3/share/html PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason Try it ;) -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From stephen.cochran at kingarthurflour.com Mon Jan 28 11:02:05 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Mon, 28 Jan 2008 11:02:05 -0500 Subject: [rt-users] At a glance "Take" link In-Reply-To: References: <1309230C-469A-4AC2-8C41-E6F62780EBD9@kingarthurflour.com> Message-ID: <5ACFB259-F814-4C2E-A3BE-4E59DBF4AFE7@kingarthurflour.com> Problem with this is that other people might open it/reply to it during the time they are writing. That's why I think we'll have to train users to "take" the message before they respond to it. On Jan 28, 2008, at 6:53 AM, Espen Wiborg wrote: > It sounds to me as if what you really need is that whoever replies to > the ticket gets it assigned. I have written an Action to do just > that: > > http://www.ovitas.no/~espenhw/rt3/SetOwnerToActor.pm > > So your queue worker would just reply to the ticket, and it would > automagically be assigned to them. > > This also works when replying by mail (which is why I wrote it). From elacour at easter-eggs.com Mon Jan 28 11:03:34 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 28 Jan 2008 17:03:34 +0100 Subject: [rt-users] RT 3.6.5 and Non LDAP users In-Reply-To: <479DF721.3070508@isep.ipp.pt> References: <479DF721.3070508@isep.ipp.pt> Message-ID: <20080128160334.GJ3057@easter-eggs.com> On Mon, Jan 28, 2008 at 03:39:13PM +0000, Nuno Silva wrote: > Hello. > I have a RT 3.6.5 box working with ldap and tickets being created by > email with no problem. > However i want to be able to allow ticket creation by mail when the mail > is coming from outside my domain. > Is there any way i accept the mail and create a temporary ticket in a > custom queue until someone validates it and puts it in the right queue? > Of course! Look for aprovals on http://wiki.bestpractical.com/. You can make a script wich handle new tickets created by a requestor not in your privileged users DB and create an aproval for this. -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From falcone at bestpractical.com Mon Jan 28 11:21:45 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 28 Jan 2008 11:21:45 -0500 Subject: [rt-users] RTFM Permissions Question In-Reply-To: References: Message-ID: On Jan 27, 2008, at 1:37 AM, Steve Cochran wrote: > THe only problem I'm having is trying to delegate the maintenance of > Topics in RTFM. I have a group that can see the class in RTFM, and > have another supervisors class that I've given the adminTopics > permission to for that class as well. > > Problem is that they don't see the "Configuration" tab in RT to be > able to get to the Topic editing screen. What right will give them the > Config tab without giving them access to anything else such as queue > setup, etc? > The RTFM->Configuration tab will show up if you grant ShowConfigTab, unfortunately that will also grant the top level Configuration tab. Users will be able to click around under that but not change things. You may actually just want to modify the html/RTFM/Elements/Tabs file to not have a restriction on ShowConfigTab or use the Callback mechanism to add the tab back in. -kevin From todd at chaka.net Mon Jan 28 11:39:49 2008 From: todd at chaka.net (Todd Chapman) Date: Mon, 28 Jan 2008 11:39:49 -0500 Subject: [rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker In-Reply-To: <6A8A671AFE630144BC8AE1D84E6700B817127D@SR-ES-EMAIL01.canyonpartners.local> References: <6A8A671AFE630144BC8AE1D84E6700B817127D@SR-ES-EMAIL01.canyonpartners.local> Message-ID: <519782dc0801280839v16ae2c7bl26bc1508482bccf0@mail.gmail.com> Sean, The upgrade changed permissions on the directory where that config file is stored. Loosen up the permissions a bit and things will start working. -Todd On 1/23/08, Sean McCreadie wrote: > > Hello, > > > > I tried to upgrade my 3.6.5 installation to 3.6.6 today and it appeared to > work with no issues until I tried to go to the webpage in a browser. I got > the error pasted below. I have Asset Tracker working great on 3.6.5 and > it looks like this was the issue with the upgrade. Does anyone know why it > is throwing this error? Thanks in advance. > > > > Sean > > > > *System error* > > *error:* > > Error during compilation of > /opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default: > Can't locate /opt/rt3/etc/AssetTracker/AT_Config.pm in @INC (@INC > contains: /opt/rt3/local/lib /opt/rt3/lib > /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 /opt/rt3/lib/RTx/AssetTracker.pm line 68. > > Stack: > [/opt/rt3/lib/RTx/AssetTracker.pm:68] > [/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:15] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:811] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:441] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204] > [/opt/rt3/share/html/Elements/Callback:85] > [/opt/rt3/share/html/autohandler:270] > > *context:* > > *...* > > *code stack:* > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:445 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204 > /opt/rt3/share/html/Elements/Callback:85 > /opt/rt3/share/html/autohandler:270 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 smccreadie at CanyonPartners.com Mon Jan 28 11:46:54 2008 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Mon, 28 Jan 2008 08:46:54 -0800 Subject: [rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker Message-ID: <6A8A671AFE630144BC8AE1D84E6700B81712EA@SR-ES-EMAIL01.canyonpartners.local> Todd, I changed the permissions back to the way they were before the upgrade and everything is working! Thanks ----- Original Message ----- From: Todd Chapman To: Sean McCreadie Cc: rt-users at lists.bestpractical.com Sent: Mon Jan 28 08:39:49 2008 Subject: Re: [rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker Sean, The upgrade changed permissions on the directory where that config file is stored. Loosen up the permissions a bit and things will start working. -Todd On 1/23/08, Sean McCreadie wrote: Hello, I tried to upgrade my 3.6.5 installation to 3.6.6 today and it appeared to work with no issues until I tried to go to the webpage in a browser. I got the error pasted below. I have Asset Tracker working great on 3.6.5 and it looks like this was the issue with the upgrade. Does anyone know why it is throwing this error? Thanks in advance. Sean System error error: Error during compilation of /opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default: Can't locate /opt/rt3/etc/AssetTracker/AT_Config.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /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 /opt/rt3/lib/RTx/AssetTracker.pm line 68. Stack: [/opt/rt3/lib/RTx/AssetTracker.pm:68] [/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:15] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:811] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:441] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204] [/opt/rt3/share/html/Elements/Callback:85] [/opt/rt3/share/html/autohandler:270] context: ... code stack: /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:445 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204 /opt/rt3/share/html/Elements/Callback:85 /opt/rt3/share/html/autohandler:270 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 sturner at MIT.EDU Mon Jan 28 11:50:13 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 28 Jan 2008 11:50:13 -0500 Subject: [rt-users] Scrip ordering and commmitting Message-ID: <6.2.3.4.2.20080128114053.048b66e0@po14.mit.edu> One of our users would like to be added to a ticket as an AdminCc (and be notified) whenever a particular requestor sends (new) mail to the queue. I thought I could do this by taking advantage of the scrip-ordering feature: 00 On Create User Defined (add user as AdminCc if requestor matches a list) 99 On Create Notify AdminCc ... The first part works fine - the user is added to the ticket as AdminCc. However, the second scrip finds no AdminCcs and sends no mail (No recipients found. Not sending). The scrips are definitely executing in the expected order - the RT log tells me so. I thought that for a given transaction, each scrip was committed in order - so I expected scrip 99 to see the new AdminCc and send mail. But apparently not. Can anyone explain why the newly minted AdminCc does not get a notification? Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From mike.peachey at jennic.com Mon Jan 28 11:57:02 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 28 Jan 2008 16:57:02 +0000 Subject: [rt-users] Getting an E-Mail Address when using mod_auth_mysql Message-ID: <479E095E.4090408@jennic.com> My users are stored in an external MySQL database. I wanted to do direct authentication against that MySQL database with an RT custom authentication module, but it seems that none exist for MySQL and there is no way to point RT at a different table to its own for authentication that I can see. So, with a heavy heart, I am settling on using mod_auth_mysql for authentication, but the problem is that there is no way I can see for mod_auth_mysql to pass e-mail addresses into RT. What this means is that, short of recoding and re-compiling a custom mod_auth_mysql, I have to find a place to insert code just after WebExternalAuth has picked up the username and password from apache and then perform a manual lookup direct to the u/p database to pick up the e-mail address that goes with the user that was just authenticated so that when the user is created, it is created with a valid e-mail address. But I do not know how. ALTERNATIVELY -- if _/*ANYONE*/_ can aid in the development of a custom MySQL authentication module that can read in u/p/e from a mysql table and perform direct auth on it, it would completely solve all my problems. -- 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 sturner at MIT.EDU Mon Jan 28 13:43:31 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 28 Jan 2008 13:43:31 -0500 Subject: [rt-users] NotifyActor even prevents explicit CCs? In-Reply-To: <589c94400801251731l53279713t66c1f98c3a856f94@mail.gmail.co m> References: <589c94400801251731l53279713t66c1f98c3a856f94@mail.gmail.com> Message-ID: <6.2.3.4.2.20080128133943.048d1b78@po14.mit.edu> At Friday 1/25/2008 08:31 PM, Ruslan Zakirov wrote: >I think it's been there for ages and sure you're right that it's kind >of odd and unexpected. Forward this message to the bug tracker so >you'll be able to track it. > >On Jan 23, 2008 6:41 PM, Jay Lee wrote: > > We have NotifyActor set to 0 to cut down on the amount of useles > messages RT > > sends. However, it seems this even prevents the actor from receiving > > messages if they explictly enter themself into the CC: field on a Reply or > > Comment. Is this the desired behavior? Would it make sense to override > > NotifyActor if the address is explicitly set? > > We have patched our RT to implement this behavior, also to have explicit Cc & Bcc override the ticket squelch list. i.e. if you're on a ticket's squelch list and someone puts your address as an additional Cc/Bcc, you will get the email. If there's interest in our solution I can post our patches. Thanks, Steve From carlos at applianz.com Mon Jan 28 13:53:34 2008 From: carlos at applianz.com (Carlos Solorzano) Date: Mon, 28 Jan 2008 12:53:34 -0600 Subject: [rt-users] Logged out immediately after clicking on any link In-Reply-To: <2DBE352C-3EF7-4EC0-A6BC-C56E8D55DF68@applianz.com> References: <4799DCCB.7080108@applianz.com> <479A56BC.1050900@lbl.gov> <2DBE352C-3EF7-4EC0-A6BC-C56E8D55DF68@applianz.com> Message-ID: <479E24AE.9090702@applianz.com> Fixed it by uncommenting the WebSessionClass line on the site config even though I am not using mysql 3. Carlos Solorzano wrote: > I have tried both Firefox and IE. > I am not certain whether I am using File or DB for the sessions, I > know the SessionDir is empty. How do you add the "Transaction" > argument to the Apache session? > Thanks for the reply, > > --Carlos > > On Jan 25, 2008, at 3:38 PM, Kenneth Crocker wrote: > > >> Carlos, >> >> >> Are you using Firefox or IE? Are you using "File" or DB for your >> sessions? We use Firefox and "File" for our sessions and we resolved >> the problem by adding the 'Transaction' argument when setting up >> Apache sessions. Hope this helps. >> >> Kenn >> LBNL >> >> >> On 1/25/2008 4:57 AM, Carlos Solorzano wrote: >> >>> We just installed RT on Gentoo. We are using Apache2, Perl 5.8.8, >>> Mysql. >>> The install seemed to all go well. When I go to the RT site I am >>> able to log in and I see the first page then whatever page I try to >>> visit redirects me to the login page again. I am able to perform >>> tasks such as changing the password of my root user but I have to >>> keep login in between clicks. >>> Any ideas what I may have done wrong? I read lots of posts >>> regarding this issue but no resolutions, and the few suggestions I >>> saw I already tried. >>> Thanks, >>> --Carlos >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>> Media. Buy a copy at http://rtbook.bestpractical.com >>> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Jan 28 13:56:05 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 28 Jan 2008 21:56:05 +0300 Subject: [rt-users] Scrip ordering and commmitting In-Reply-To: <6.2.3.4.2.20080128114053.048b66e0@po14.mit.edu> References: <6.2.3.4.2.20080128114053.048b66e0@po14.mit.edu> Message-ID: <589c94400801281056k39ac8515q2efbb060bf1e5b0d@mail.gmail.com> On Jan 28, 2008 7:50 PM, Stephen Turner wrote: > One of our users would like to be added to a ticket as an AdminCc > (and be notified) whenever a particular requestor sends (new) mail to > the queue. I thought I could do this by taking advantage of the > scrip-ordering feature: > > 00 On Create User Defined (add user as AdminCc if requestor matches a list) > 99 On Create Notify AdminCc ... > > The first part works fine - the user is added to the ticket as > AdminCc. However, the second scrip finds no AdminCcs and sends no > mail (No recipients found. Not sending). The scrips are definitely > executing in the expected order - the RT log tells me so. > > I thought that for a given transaction, each scrip was committed in > order - so I expected scrip 99 to see the new AdminCc and send mail. > But apparently not. > > Can anyone explain why the newly minted AdminCc does not get a notification? Notification scrip fetches list of recipients during prepare. > > Thanks, > Steve > > > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Mon Jan 28 13:58:15 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 28 Jan 2008 21:58:15 +0300 Subject: [rt-users] NotifyActor even prevents explicit CCs? In-Reply-To: <6.2.3.4.2.20080128133943.048d1b78@po14.mit.edu> References: <589c94400801251731l53279713t66c1f98c3a856f94@mail.gmail.com> <6.2.3.4.2.20080128133943.048d1b78@po14.mit.edu> Message-ID: <589c94400801281058k5498749dv3682f4aa72d0b88b@mail.gmail.com> On Jan 28, 2008 9:43 PM, Stephen Turner wrote: > > At Friday 1/25/2008 08:31 PM, Ruslan Zakirov wrote: > >I think it's been there for ages and sure you're right that it's kind > >of odd and unexpected. Forward this message to the bug tracker so > >you'll be able to track it. > > > >On Jan 23, 2008 6:41 PM, Jay Lee wrote: > > > We have NotifyActor set to 0 to cut down on the amount of useles > > messages RT > > > sends. However, it seems this even prevents the actor from receiving > > > messages if they explictly enter themself into the CC: field on a Reply or > > > Comment. Is this the desired behavior? Would it make sense to override > > > NotifyActor if the address is explicitly set? > > > > > We have patched our RT to implement this behavior, also to have > explicit Cc & Bcc override the ticket squelch list. i.e. if you're on > a ticket's squelch list and someone puts your address as an > additional Cc/Bcc, you will get the email. > > If there's interest in our solution I can post our patches. I think we should integrate them, at least for one time recipients. Don't know about squelching. Jesse? > > Thanks, > Steve > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From sturner at MIT.EDU Mon Jan 28 14:18:25 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 28 Jan 2008 14:18:25 -0500 Subject: [rt-users] Scrip ordering and commmitting Message-ID: <6.2.3.4.2.20080128141817.03d55410@po14.mit.edu> At Monday 1/28/2008 01:56 PM, you wrote: >On Jan 28, 2008 7:50 PM, Stephen Turner wrote: > > > > Can anyone explain why the newly minted AdminCc does not get a > notification? >Notification scrip fetches list of recipients during prepare. Ah - thanks. I solved my problem by using a single scrip, adding the new AdminCc in the condition step. Thanks, Steve From alex at bytemark.co.uk Mon Jan 28 14:23:08 2008 From: alex at bytemark.co.uk (Alex Howells) Date: Mon, 28 Jan 2008 19:23:08 +0000 Subject: [rt-users] Tables, database size, backups Message-ID: <479E2B9C.5090006@bytemark.co.uk> Hi All, First post to the list, although I've been an avid reader for months; we've a reasonably sized RT3 installation at work, probably doing around 15,000 tickets per annum at the moment, with 5-6 staff working with it. It's just being moved onto new hardware, which brings me to: * Our 'sessions' table is rather huge, at 1.5GB and most of the timestamps contained within are literally 1-3 years old. Do I need to keep this data for any reason, or can it be purged to save space on the DB host + time when backing up? * Ditto for our attachments table, although I'm able to see more of a reason here why the data is needed! Anyone have any hints / tips on this? * I've been doing backups with `mysqldump` or similar for a while now, and came across mk-parallel-dump [1] plus mylvmbackup[2]; both look nice, does anyone have "real world" experience using either with RT? Obvious downside to mysqldump is it's rather slow, and you may as well go for a cuppa when it runs. * We had a 'problem' where a lot of connections to MySQL would remain open and idle for ~6 hours despite nobody using the application. Reducing wait_timeout seemed to make this go away, but *seems* to have the unexpected side-effect of RT getting its panties in a bunch and not sending out correspondance + comments via e-mail properly. Is there a "safe" limit for wait_timeout with RT? Furthermore, is there anything I should be looking out for in particular when my install stops mailing? It seems to stop silently too, which is frustrating. * We have a dedicated box for 'web applications' and another for running the databases. I've made some attempts to tune MySQL but my experience there mostly lies with MyISAM tables; our RT3 install seems to be exclusively InnoDB. Anyone got some home remedies? innodb_additional_mem_pool_size = 64M innodb_buffer_pool_size = 1G innodb_flush_method = O_DIRECT innodb_log_buffer_size = 8M innodb_thread_concurrency = 8 webapps is a Opteron 1218HE with 8GB RAM, plus 2 x 320GB 7200rpm SATA HDDs on a 3ware RAID controller; database server is a Opteron 170HE with 4GB RAM, and 2 x 150GB 10000rpm SATA HDDs on a 3ware controller. Happy to post other bits of my config, if that'd help :-) Sorry for being a bit vague with all this *grin* If my InnoDB settings make anyone lose their lunch, can I profusely apologise in advance? ;) Alex [1] http://maatkit.sourceforge.net/ [2] http://lenz.homelinux.org/mylvmbackup/ From ruz at bestpractical.com Mon Jan 28 15:02:49 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 28 Jan 2008 23:02:49 +0300 Subject: [rt-users] Tables, database size, backups In-Reply-To: <479E2B9C.5090006@bytemark.co.uk> References: <479E2B9C.5090006@bytemark.co.uk> Message-ID: <589c94400801281202s647f1137w524982be69bc4821@mail.gmail.com> On Jan 28, 2008 10:23 PM, Alex Howells wrote: > Hi All, > > First post to the list, although I've been an avid reader for months; > we've a reasonably sized RT3 installation at work, probably doing around > 15,000 tickets per annum at the moment, with 5-6 staff working with it. > It's just being moved onto new hardware, which brings me to: > > * Our 'sessions' table is rather huge, at 1.5GB > and most of the timestamps contained within are > literally 1-3 years old. Do I need to keep this > data for any reason, or can it be purged to save > space on the DB host + time when backing up? clean it! it's slow down your system. you don't need data, only schema definitions in backups. > > * Ditto for our attachments table, although I'm able > to see more of a reason here why the data is needed! > Anyone have any hints / tips on this? no tips. it's content of tickets. so there is no way to avoid dumping, however you can compress backups if space is your problem. [snip] > > * We had a 'problem' where a lot of connections > to MySQL would remain open and idle for ~6 hours > despite nobody using the application. Reducing > wait_timeout seemed to make this go away, but > *seems* to have the unexpected side-effect of RT > getting its panties in a bunch and not sending out > correspondance + comments via e-mail properly. Is > there a "safe" limit for wait_timeout with RT? > Furthermore, is there anything I should be looking > out for in particular when my install stops mailing? > It seems to stop silently too, which is frustrating. hm. that's odd we have code that pings DB and reconnect when it's not alive. [snip] -- Best regards, Ruslan. From Roy.Sowa at rcmp-grc.gc.ca Tue Jan 29 08:29:54 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Tue, 29 Jan 2008 08:29:54 -0500 Subject: [rt-users] searching "select multiple" Custom field Message-ID: <479EE402020000AE00005F4D@ACPIC-S406.a.rcmp-grc.gc.ca> I have a queue specific custom field that may contain multiple values. (AAA....FFF) If I have a ticket which has set multiple values for that custom field then I do not find the ticket when I specify a search criteria that contains multiple values for that custom field. Eg: The custom field ( FOO ) may contain the values "AAA" and "CCC". My ticket has set both values. The search criteria is: Queue = 'TEST' AND ( Status = 'open' OR Status = 'new' OR Status = 'stalled' ) AND 'CF.{FOO}' LIKE 'AAA' AND 'CF.{FOO}' LIKE CCC' If I search for one of the criteria then those tickets are found. The ticket is not found if I look for "AAA" and "CCC". ( tickets with this match do exist in the database ) I am running 3.6.5. Am I missing something, how do I search for those records that only contain both 'AAA' and 'CCC' Roy From pauloandrade at ist.utl.pt Tue Jan 29 10:23:34 2008 From: pauloandrade at ist.utl.pt (Paulo Filipe Andrade) Date: Tue, 29 Jan 2008 15:23:34 +0000 Subject: [rt-users] Accessing User_Local.pm user defined methods from Mason In-Reply-To: References: Message-ID: Thanks for the patch! You might consider using the display name when sending an email too! lib/RT/Action/SendEmail.pm line 640 - my $friendly_name = $self->TransactionObj->CreatorObj->RealName + my $friendly_name = $self->TransactionObj->CreatorObj->DisplayName On Jan 25, 2008, at 8:21 PM, Dirk Pape wrote: > Hello, > > --Am 25. Januar 2008 18:22:46 +0000 schrieb Paulo Filipe Andrade > : > >> I have tried adding DisplayName => { 'read' => 1 }, and it works.. >> kind of. The first user's name in the drop down never gets displayed. >> Somehow the first call to the method never goes through.. >> Any suggestions are welcome! > > I am quite sure that the first user in the dropdown is "Nobody" > which has > neither Nickname nor Realname. You need a fallback (e.g. to User- > >Name if > both are empty). > > We have already a patch for the same thing (and more): We did not > like that > in some cases the Emailaddress was displayed when showing a user in > other > cases the Username (with or without Real Name). > > So we patched most occurrences where users are displayed with a call > to > DisplayName or (in some cases) FriendlyEmailAddress, methods which we > implemented in User_Overlay.pm. > > I attach a link to our patch here for reference. You may find that > it is > worth to modify other places of User display as well. (The patch is > not yet > ready because I am not sure whether we missed some places, where a > User > will be displayed - so we did not yet modify Admin pages). > > > > > Regards, > Dirk. > > -- > Dr. Dirk Pape (eAS - Projektleitung Campus Management) > Freie Universitaet Berlin > Grunewaldstr. 34a, 12165 Berlin > Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Tue Jan 29 11:27:47 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 29 Jan 2008 11:27:47 -0500 Subject: [rt-users] NotifyActor even prevents explicit CCs? In-Reply-To: <589c94400801281058k5498749dv3682f4aa72d0b88b@mail.gmail.com> References: <589c94400801251731l53279713t66c1f98c3a856f94@mail.gmail.com> <6.2.3.4.2.20080128133943.048d1b78@po14.mit.edu> <589c94400801281058k5498749dv3682f4aa72d0b88b@mail.gmail.com> Message-ID: <20080129162747.GU18727@bestpractical.com> On Mon, Jan 28, 2008 at 09:58:15PM +0300, Ruslan Zakirov wrote: > On Jan 28, 2008 9:43 PM, Stephen Turner wrote: > > > > At Friday 1/25/2008 08:31 PM, Ruslan Zakirov wrote: > > >I think it's been there for ages and sure you're right that it's kind > > >of odd and unexpected. Forward this message to the bug tracker so > > >you'll be able to track it. > > > > > >On Jan 23, 2008 6:41 PM, Jay Lee wrote: > > > > We have NotifyActor set to 0 to cut down on the amount of useles > > > messages RT > > > > sends. However, it seems this even prevents the actor from receiving > > > > messages if they explictly enter themself into the CC: field on a Reply or > > > > Comment. Is this the desired behavior? Would it make sense to override > > > > NotifyActor if the address is explicitly set? > > > > > > > > We have patched our RT to implement this behavior, also to have > > explicit Cc & Bcc override the ticket squelch list. i.e. if you're on > > a ticket's squelch list and someone puts your address as an > > additional Cc/Bcc, you will get the email. > > > > If there's interest in our solution I can post our patches. > I think we should integrate them, at least for one time recipients. > Don't know about squelching. Jesse? > +1 > > > > Thanks, > > Steve > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. > -- From sarah at bottlenose-wine.com Tue Jan 29 11:19:16 2008 From: sarah at bottlenose-wine.com (Sarah Pomerantz) Date: Tue, 29 Jan 2008 11:19:16 -0500 Subject: [rt-users] Cannot remove reminders Message-ID: Similar to what was reported at http://www.gossamer-threads.com/lists/rt/users/58544?search_string=reminders;#58544 , I cannot remove specific Reminders from the RT at a glance section. I do not want to remove all reminders, just specific reminders. Most reminders can correctly be removed by going to the ticket and checking the reminder box, then hitting Save. However I have a handful of reminders that are showing in RT at a glance, but when I navigate to the ticket no reminder is shown. Thanks, Sarah Pomerantz sarah at bottlenose-wine.com From KFCrocker at lbl.gov Tue Jan 29 12:12:08 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 29 Jan 2008 09:12:08 -0800 Subject: [rt-users] searching "select multiple" Custom field In-Reply-To: <479EE402020000AE00005F4D@ACPIC-S406.a.rcmp-grc.gc.ca> References: <479EE402020000AE00005F4D@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: <479F5E68.9070906@lbl.gov> Roy, You might get better results if your last "AND" (CF.FOO like xxxx AND CF.FOO like xxx) was an "OR". Your query will only pull those tickets if that CF has BOTH values. Since you stated the values could be anywhere from AAA to FFF, then perhaps you would want ANY ticket that has either of the values you are looking for. Just a thought. Kenn LBNL On 1/29/2008 5:29 AM, Roy Sowa wrote: > > I have a queue specific custom field that may contain multiple values. (AAA....FFF) > If I have a ticket which has set multiple values for that custom field > then I do not find the ticket when I specify a search criteria that > contains multiple values for that custom field. > Eg: > The custom field ( FOO ) may contain the values "AAA" and "CCC". > My ticket has set both values. The search criteria is: > > Queue = 'TEST' AND ( Status = 'open' OR Status = 'new' OR Status = 'stalled' ) AND 'CF.{FOO}' LIKE 'AAA' AND 'CF.{FOO}' LIKE CCC' > > If I search for one of the criteria then those tickets are found. > The ticket is not found if I look for "AAA" and "CCC". ( tickets with this match do exist in the database ) > > I am running 3.6.5. > Am I missing something, how do I search for those records that only contain both 'AAA' and 'CCC' > > Roy > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Tue Jan 29 12:22:09 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 29 Jan 2008 09:22:09 -0800 Subject: [rt-users] Cannot remove reminders In-Reply-To: References: Message-ID: <479F60C1.7030707@lbl.gov> Sarah, Since reminders are 'psuedo' tickets (type = 'reminder') and the only real interface is their link with other tickets (type = ticket'), then I would recommend just going to your database and using some SQL to change the disabled field to '1'. First, find the 'ticket/reminder' number on the database. then code something like: Update tickets.a Set a.disabled = '1' Where a.ID = 'ticket number' and a.TYPE = 'reminder'; Hope this helps. Kenn LBNL On 1/29/2008 8:19 AM, Sarah Pomerantz wrote: > Similar to what was reported at http://www.gossamer-threads.com/lists/rt/users/58544?search_string=reminders;#58544 > , I cannot remove specific Reminders from the RT at a glance section. > > I do not want to remove all reminders, just specific reminders. Most > reminders can correctly be removed by going to the ticket and checking > the reminder box, then hitting Save. However I have a handful of > reminders that are showing in RT at a glance, but when I navigate to > the ticket no reminder is shown. > > Thanks, > Sarah Pomerantz > sarah at bottlenose-wine.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 j0ey at j0ey.de Tue Jan 29 12:41:05 2008 From: j0ey at j0ey.de (j0ey) Date: Tue, 29 Jan 2008 18:41:05 +0100 Subject: [rt-users] This message will be sent to... Message-ID: <479F6531.8000106@j0ey.de> Hey, i'm searching for a possibility to show the Queue-CCs while creating (create + correspondend) a ticket without letting the users modify it - in other words: i know the "ShowOutgoingEMail"-Right ;) Any hints? Greets, joey From Roy.Sowa at rcmp-grc.gc.ca Tue Jan 29 12:45:40 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Tue, 29 Jan 2008 12:45:40 -0500 Subject: [rt-users] searching "select multiple" Custom field In-Reply-To: <479F5E68.9070906@lbl.gov> References: <479EE402020000AE00005F4D@ACPIC-S406.a.rcmp-grc.gc.ca> <479F5E68.9070906@lbl.gov> Message-ID: <479F1FF4020000AE00005F77@ACPIC-S405.RCMP-GRC.GC.CA> I only want to return tickets that have both of the values in a ticket , not one OR the other. I failed to mention that when I use the AND as in my original post , I return Zero hits as if the query cannot be satisfied. but there are single tickets that have only both the criteria selected. When I use the OR as you suggest , I get all tickets that contain either of the criteria ...not only those that have both. >>> Kenneth Crocker 29/01/2008 12:12 pm >>> Roy, You might get better results if your last "AND" (CF.FOO like xxxx AND CF.FOO like xxx) was an "OR". Your query will only pull those tickets if that CF has BOTH values. Since you stated the values could be anywhere from AAA to FFF, then perhaps you would want ANY ticket that has either of the values you are looking for. Just a thought. Kenn LBNL On 1/29/2008 5:29 AM, Roy Sowa wrote: > > I have a queue specific custom field that may contain multiple values. (AAA....FFF) > If I have a ticket which has set multiple values for that custom field > then I do not find the ticket when I specify a search criteria that > contains multiple values for that custom field. > Eg: > The custom field ( FOO ) may contain the values "AAA" and "CCC". > My ticket has set both values. The search criteria is: > > Queue = 'TEST' AND ( Status = 'open' OR Status = 'new' OR Status = 'stalled' ) AND 'CF.{FOO}' LIKE 'AAA' AND 'CF.{FOO}' LIKE CCC' > > If I search for one of the criteria then those tickets are found. > The ticket is not found if I look for "AAA" and "CCC". ( tickets with this match do exist in the database ) > > I am running 3.6.5. > Am I missing something, how do I search for those records that only contain both 'AAA' and 'CCC' > > Roy > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From sarah at bottlenose-wine.com Tue Jan 29 13:00:21 2008 From: sarah at bottlenose-wine.com (Sarah Pomerantz) Date: Tue, 29 Jan 2008 13:00:21 -0500 Subject: [rt-users] Cannot remove reminders In-Reply-To: <479F5792.3040801@uwaterloo.ca> References: <479F5792.3040801@uwaterloo.ca> Message-ID: <7E73CB72-85C7-4029-B43B-AA1C768C68F5@bottlenose-wine.com> On Jan 29, 2008, at 11:42 AM, Jeff Voskamp wrote: > The ticket has changed queues. Delete the "queue" part of the query > generated in Collection in RT/Reminders.pm. > > jeff Perfect. I don't have full access to the code, but was able to use the UI to achieve this - just switched the ticket back to the old queue, completed the reminder as usual, then moved the ticket back to the new queue. I'll try to remember to complete reminders before changing queues to avoid this problem in the future. Thanks, Sarah Pomerantz sarah at bottlenose-wine.com From KFCrocker at lbl.gov Tue Jan 29 13:14:57 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 29 Jan 2008 10:14:57 -0800 Subject: [rt-users] searching "select multiple" Custom field In-Reply-To: <479F1FF4020000AE00005F77@ACPIC-S405.RCMP-GRC.GC.CA> References: <479EE402020000AE00005F4D@ACPIC-S406.a.rcmp-grc.gc.ca> <479F5E68.9070906@lbl.gov> <479F1FF4020000AE00005F77@ACPIC-S405.RCMP-GRC.GC.CA> Message-ID: <479F6D21.9060503@lbl.gov> Roy, When you used the "OR' and got all thos results, did you notice any differences in the other criteria between the ticket you wanted (using the 'AND") the tickets with just one of the CF's? That might provide a clue as to what you need to change to your query. Kenn LBNL On 1/29/2008 9:45 AM, Roy Sowa wrote: > I only want to return tickets that have both of the values in a ticket , not one OR the other. > I failed to mention that when I use the AND as in my original post , I return Zero hits as if the query cannot be satisfied. > but there are single tickets that have only both the criteria selected. > When I use the OR as you suggest , I get all tickets that contain either of the criteria ...not only those that have both. > > > >>>> Kenneth Crocker 29/01/2008 12:12 pm >>> > Roy, > > > You might get better results if your last "AND" (CF.FOO like xxxx AND > CF.FOO like xxx) was an "OR". Your query will only pull those tickets if > that CF has BOTH values. Since you stated the values could be anywhere > from AAA to FFF, then perhaps you would want ANY ticket that has either > of the values you are looking for. Just a thought. > > > Kenn > LBNL > > On 1/29/2008 5:29 AM, Roy Sowa wrote: >> I have a queue specific custom field that may contain multiple values. (AAA....FFF) >> If I have a ticket which has set multiple values for that custom field >> then I do not find the ticket when I specify a search criteria that >> contains multiple values for that custom field. >> Eg: >> The custom field ( FOO ) may contain the values "AAA" and "CCC". >> My ticket has set both values. The search criteria is: >> >> Queue = 'TEST' AND ( Status = 'open' OR Status = 'new' OR Status = 'stalled' ) AND 'CF.{FOO}' LIKE 'AAA' AND 'CF.{FOO}' LIKE CCC' >> >> If I search for one of the criteria then those tickets are found. >> The ticket is not found if I look for "AAA" and "CCC". ( tickets with this match do exist in the database ) >> >> I am running 3.6.5. >> Am I missing something, how do I search for those records that only contain both 'AAA' and 'CCC' >> >> Roy >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > From sturner at MIT.EDU Tue Jan 29 13:31:16 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 29 Jan 2008 13:31:16 -0500 Subject: [rt-users] This message will be sent to... In-Reply-To: <479F6531.8000106@j0ey.de> References: <479F6531.8000106@j0ey.de> Message-ID: <6.2.3.4.2.20080129130900.046e1a90@po14.mit.edu> At Tuesday 1/29/2008 12:41 PM, j0ey wrote: >Hey, > >i'm searching for a possibility to show the Queue-CCs while creating >(create + correspondend) a ticket without letting the users modify it - >in other words: i know the "ShowOutgoingEMail"-Right ;) > >Any hints? > >Greets, >joey To get the queue ccs (and adminccs), you can simply do: $QueueObj->CcAddresses and $QueueObj->AdminCcAddresses But I'm guessing you really want to get an accurate list of email recipients for the ticket creation? That's quite a bit more tricky - you might have to create a fake 'create' transaction, examine its scrips and then roll it back. Steve From Roy.Sowa at rcmp-grc.gc.ca Tue Jan 29 13:36:15 2008 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Tue, 29 Jan 2008 13:36:15 -0500 Subject: [rt-users] searching "select multiple" Custom field In-Reply-To: <479F6D21.9060503@lbl.gov> References: <479EE402020000AE00005F4D@ACPIC-S406.a.rcmp-grc.gc.ca> <479F5E68.9070906@lbl.gov> <479F1FF4020000AE00005F77@ACPIC-S405.RCMP-GRC.GC.CA> <479F6D21.9060503@lbl.gov> Message-ID: <479F2BCF020000AE00005F7B@ACPIC-S405.RCMP-GRC.GC.CA> My problem/requirement seems to be much like this old thread; http://www.gossamer-threads.com/lists/rt/users/33053?search_string=multiple%20bug;#33053 I was hoping to be able to have single multi-select custom field ( perhaps 50 + choices) , and then easily be able to search/report on tickets that had only a very specific combination ( from that given set of 50 choices) selected . Is anyone else doing something similar? >>> Kenneth Crocker 29/01/2008 1:14 pm >>> Roy, When you used the "OR' and got all thos results, did you notice any differences in the other criteria between the ticket you wanted (using the 'AND") the tickets with just one of the CF's? That might provide a clue as to what you need to change to your query. Kenn LBNL On 1/29/2008 9:45 AM, Roy Sowa wrote: > I only want to return tickets that have both of the values in a ticket , not one OR the other. > I failed to mention that when I use the AND as in my original post , I return Zero hits as if the query cannot be satisfied. > but there are single tickets that have only both the criteria selected. > When I use the OR as you suggest , I get all tickets that contain either of the criteria ...not only those that have both. > > > >>>> Kenneth Crocker 29/01/2008 12:12 pm >>> > Roy, > > > You might get better results if your last "AND" (CF.FOO like xxxx AND > CF.FOO like xxx) was an "OR". Your query will only pull those tickets if > that CF has BOTH values. Since you stated the values could be anywhere > from AAA to FFF, then perhaps you would want ANY ticket that has either > of the values you are looking for. Just a thought. > > > Kenn > LBNL > > On 1/29/2008 5:29 AM, Roy Sowa wrote: >> I have a queue specific custom field that may contain multiple values. (AAA....FFF) >> If I have a ticket which has set multiple values for that custom field >> then I do not find the ticket when I specify a search criteria that >> contains multiple values for that custom field. >> Eg: >> The custom field ( FOO ) may contain the values "AAA" and "CCC". >> My ticket has set both values. The search criteria is: >> >> Queue = 'TEST' AND ( Status = 'open' OR Status = 'new' OR Status = 'stalled' ) AND 'CF.{FOO}' LIKE 'AAA' AND 'CF.{FOO}' LIKE CCC' >> >> If I search for one of the criteria then those tickets are found. >> The ticket is not found if I look for "AAA" and "CCC". ( tickets with this match do exist in the database ) >> >> I am running 3.6.5. >> Am I missing something, how do I search for those records that only contain both 'AAA' and 'CCC' >> >> Roy >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > From stephen.cochran at kingarthurflour.com Tue Jan 29 13:50:03 2008 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Tue, 29 Jan 2008 13:50:03 -0500 Subject: [rt-users] Quoting using Reply link from Tab In-Reply-To: <20080128152932.GH3057@easter-eggs.com> References: <662EE735-790A-4C6C-9056-D4BBD404F1B0@kingarthurflour.com> <20080128152932.GH3057@easter-eggs.com> Message-ID: The part that worries me is finding the correct transaction id. Would be a great queue wide option to default to quoting the previous message by default. Does the ticket object have a last correspondence element? Or more generally, where's the best place to find an overview of the Ticket class? On Jan 28, 2008, at 10:29 AM, Emmanuel Lacour wrote: > On Mon, Jan 28, 2008 at 09:43:58AM -0500, Steve Cochran wrote: >> >> Has anyone modified RT to automatically quote the last correspondence >> when using the Reply link from the Tab bar? Didn't see anything on >> the >> wiki. >> > > You have to modify a litle bit Ticket/Elements/Tab for example, to get > the last transaction id for the current ticket and add the option > QuoteTransaction=this_id to Ticket/Update.html?Action=Respond&id=" . > $id > > Or if you wan't this for all respond/comment to a ticket without > explicit QuoteTransaction option, do it directly in Ticket/ > Update.html. From valenta at trustica.cz Tue Jan 29 14:48:13 2008 From: valenta at trustica.cz (Tomas Valenta) Date: Tue, 29 Jan 2008 20:48:13 +0100 Subject: [rt-users] How to periodically mail out last ticket correspondence In-Reply-To: References: Message-ID: I figured it out with rt-crontool on RT 3.6.3: rt-crontool --search RT::Search::FromSQL --search-arg "(Status='stalled')" --action RT::Action::Notify --action-arg Requestor --template-id 15 --transaction last --transaction-type Correspond The real trouble was with rights in RT - the user in rt which is linked to system user running the cron job must have the rights to read templates, tickets and all correpondence of ticket. If he has not, no error message is given and the action will just not occur. I had to do some serious digging into the code to figure out what's wrong. Hope this will help other users to save time. -- Tom?? Valenta From isd602 at co.santa-cruz.ca.us Tue Jan 29 17:55:35 2008 From: isd602 at co.santa-cruz.ca.us (Roger Mastrude) Date: Tue, 29 Jan 2008 14:55:35 -0800 Subject: [rt-users] Seeing approvals Message-ID: On 2/8/2006 Jesse answered a question thus: Q: I've been starting to get to grips with the Approval functionality (RT 3.4.2) and I'm wondering what determines who is allowed to approve tickets and who can see approvals on the Approvals screen. A: Out of the box, that's the owner. It should also be the adminccs, but I don't think that's there yet. I would like to be able to have approvals visible to all members of a group, and approvable by any one of them. Has this been added? If not, do we have an ETA? Is there another mechanism I could use to make this function happen? -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at bytemark.co.uk Tue Jan 29 20:22:41 2008 From: alex at bytemark.co.uk (Alex Howells) Date: Wed, 30 Jan 2008 01:22:41 +0000 Subject: [rt-users] Tables, database size, backups In-Reply-To: <589c94400801281202s647f1137w524982be69bc4821@mail.gmail.com> References: <479E2B9C.5090006@bytemark.co.uk> <589c94400801281202s647f1137w524982be69bc4821@mail.gmail.com> Message-ID: <479FD161.3090606@bytemark.co.uk> Ruslan Zakirov wrote: > clean it! it's slow down your system. you don't need data, only schema > definitions in backups. Excellent, I've truncated that table and things seem to be going smoothly. Total size was 1.7GB so it's nice to be free of that ;) >> * Ditto for our attachments table, although I'm able >> to see more of a reason here why the data is needed! >> Anyone have any hints / tips on this? > > no tips. it's content of tickets. so there is no way to avoid dumping, > however you can compress backups if space is your problem. > We'll live with this one. Does seem somewhat awkward that you've got potentially 5+ year old data lying around, but I suppose storage mediums do get exponetially bigger, eh? Not a massive concern! >> * We had a 'problem' where a lot of connections >> to MySQL would remain open and idle for ~6 hours >> despite nobody using the application. Reducing >> wait_timeout seemed to make this go away, but >> *seems* to have the unexpected side-effect of RT >> getting its panties in a bunch and not sending out >> correspondance + comments via e-mail properly. Is >> there a "safe" limit for wait_timeout with RT? >> Furthermore, is there anything I should be looking >> out for in particular when my install stops mailing? >> It seems to stop silently too, which is frustrating. > hm. that's odd we have code that pings DB and reconnect when it's not alive. Yeah, I didn't think it was wait_timeout in MySQL but needed to be sure. Our "bug" revolves around something getting screwed up and then responses to tickets by staff are entered into the database but no outgoing mail is sent; customer doesn't get a response, gets frustrated. Several issues for us here: * noticing the problem has happened. Usually this is when a customer complains, or we happen to be *looking* at whether or not RT is sending mail for some other reason. * once we have a vague timeframe when RT didn't send replies it's not trivial to take 'existing' responses to tickets within that window and dump them back into the "Send mail" queue. Questions from all that: We've got fairly verbose logging, should I be looking for anything in particular with regards to it not sending mail? Any tell-tale signs? Hows about automatically monitoring whether outgoing e-mails were generated for comments/replies and popping up some kind of visual notification if things haven't succeeded? Finally, is there any easy way to say "Show me all staff replies on Friday 41st February 2050 between 2:00pm and 4:00pm" with a view to feeding that through the system and generating all the mail properly? Thanks for your response earlier, it was helpful :) Alex Howells From elacour at easter-eggs.com Wed Jan 30 04:20:05 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 30 Jan 2008 10:20:05 +0100 Subject: [rt-users] Seeing approvals In-Reply-To: References: Message-ID: <20080130092004.GA3065@easter-eggs.com> On Tue, Jan 29, 2008 at 02:55:35PM -0800, Roger Mastrude wrote: > On 2/8/2006 Jesse answered a question thus: > > > > Q: I've been starting to get to grips with the Approval functionality > (RT > 3.4.2) and I'm wondering what determines who is allowed to approve > tickets > and who can see approvals on the Approvals screen. > > > > A: Out of the box, that's the owner. It should also be the adminccs, but > I don't think that's there yet. > > > > I would like to be able to have approvals visible to all members of a > group, and approvable by any one of them. Has this been added? If not, > do we have an ETA? Is there another mechanism I could use to make this > function happen? > There is an example in the wiki covering exactly this behaviour: http://wiki.bestpractical.com/view/ApprovalCreation -> Group Approvals -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From alvaro.munoz at hp.com Wed Jan 30 06:25:15 2008 From: alvaro.munoz at hp.com (Munoz, Alvaro) Date: Wed, 30 Jan 2008 11:25:15 +0000 Subject: [rt-users] Error adding watcher to queue, bug? Message-ID: Hi there, Im getting an odd error while trying to add a watcher to a queue. When adding a new AdminCc to a queue I get a "Group not found" error that comes from: /rt3/lib/RT/Queue_Overlay.pm {AddWatcher subfunction} $group->LoadQueueRoleGroup(Type => $args{'Type'}, Queue => $self->Id); unless ($group->id) { return(0,$self->loc("Group not found")); The odd point is that I get this error just for one queue and it works for the rest of queues. For the queue that does not work, Type = AdminCc and Queue = 16 For a queue that work, Type = AdminCc and Queue = 11 Both Queues are similar and have the same permissions (By the way, Im adding the watcher as root): mysql> select * from Queues where Id = 16; +----+-----------------+-------------+-------------------+----------------+-----------------+---------------+--------------+---------+---------------------+---------------+---------------------+----------+ | id | Name | Description | CorrespondAddress | CommentAddress | InitialPriority | FinalPriority | DefaultDueIn | Creator | Created | LastUpdatedBy | LastUpdated | Disabled | +----+-----------------+-------------+-------------------+----------------+-----------------+---------------+--------------+---------+---------------------+---------------+---------------------+----------+ | 16 | ADE_Requests | | | | 50 | 0 | 0 | 1 | 2007-08-22 13:03:00 | 1 | 2007-08-22 13:03:00 | 0 | +----+-----------------+-------------+-------------------+----------------+-----------------+---------------+--------------+---------+---------------------+---------------+---------------------+----------+ 1 row in set (0,00 sec) mysql> select * from Queues where Id = 11; +----+-----------------+-------------+-------------------+----------------+-----------------+---------------+--------------+---------+---------------------+---------------+---------------------+----------+ | id | Name | Description | CorrespondAddress | CommentAddress | InitialPriority | FinalPriority | DefaultDueIn | Creator | Created | LastUpdatedBy | LastUpdated | Disabled | +----+-----------------+-------------+-------------------+----------------+-----------------+---------------+--------------+---------+---------------------+---------------+---------------------+----------+ | 11 | INT_Requests | | | | 50 | 0 | 0 | 1 | 2007-07-06 11:03:47 | 1 | 2007-07-06 11:03:47 | 0 | +----+-----------------+-------------+-------------------+----------------+-----------------+---------------+--------------+---------+---------------------+---------------+---------------------+----------+ 1 row in set (0,00 sec) Getting to the syslog I found the following error: Jan 30 12:33:24 evia RT: Use of uninitialized value in join or string at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder.pm line 1015. (/usr/local/share/perl/5.8.8/DBIx/SearchBuilder.pm:1015) Jan 30 12:33:24 evia RT: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ')' at line 1 at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) Jan 30 12:33:25 evia RT: RT::Handle=HASH(0x949510c) couldn't execute the query 'SELECT count(main.id) FROM GroupMembers main WHERE (main.GroupId = ) ' at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 ^IDBIx::SearchBuilder::Handle::SimpleQuery() called at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder.pm line 294 ^IDBIx::SearchBuilder::_DoCount() called at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder.pm line 1379 ^IDBIx::SearchBuilder::Count() called at /usr/local/rtir/rt3/share/html/Admin/Elements/EditQueueWatchers line 46 ^IHTML::Mason::Commands::__ANON__() called at /usr/share/perl5/HTML/Mason/Component.pm line 135 ^IHTML::Mason::Component::run() called at /usr/share/perl5/HTML/Mason/Request.pm line 1256 ^Ieval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1246 ^IHTML::Mason::Request::comp() called at /usr/local/rtir/rt3/share/html/Admin/Queues/People.html line 71 ^IHTML::Mason::Commands::__ANON__() called at /usr/share/perl5/HTML/Mason/Component.pm line 135 ^IHTML::Mason: Thanks in advance, Regards, Alvaro Mu?oz S?nchez P Antes de imprimir piensa en el medio ambiente -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at bytemark.co.uk Wed Jan 30 07:04:31 2008 From: alex at bytemark.co.uk (Alex Howells) Date: Wed, 30 Jan 2008 12:04:31 +0000 Subject: [rt-users] Tables, database size, backups In-Reply-To: <479FD161.3090606@bytemark.co.uk> References: <479E2B9C.5090006@bytemark.co.uk> <589c94400801281202s647f1137w524982be69bc4821@mail.gmail.com> <479FD161.3090606@bytemark.co.uk> Message-ID: <47A067CF.90005@bytemark.co.uk> Further to my previous email... > Several issues for us here: > > * noticing the problem has happened. Usually this is when a > customer complains, or we happen to be *looking* at whether > or not RT is sending mail for some other reason. Actually seeing a lot of error messages on user-crit via syslog, generated by RT in response to not being able to send mail: RT: Could not send mail: Couldn\'t run /usr/lib/sendmail: Cannot allocate memory at /home/rt/rt-3.6.1/lib/RT/Action/SendEmail.pm line 274. Stack: [/home/rt/rt-3.6.1/lib/RT/Action/SendEmail.pm:274] [/home/rt/rt-3.6.1/lib/RT/Action/SendEmail.pm:103] [/home/rt/rt-3.6.1/lib/RT/ScripAction_Overlay.pm:240] [/home/rt/rt-3.6.1/lib/RT/Scrip_Overlay.pm:506] [/home/rt/rt-3.6.1/lib/RT/Scrips_Overlay.pm:193] [/home/rt/rt-3.6.1/lib/RT/Transaction_Overlay.pm:179] [/home/rt/rt-3.6.1/lib/RT/Record.pm:1446] [/home/rt/rt-3.6.1/lib/RT/Ticket_Overlay.pm:2442] [/home/rt/rt-3.6.1/lib/RT/Ticket_Overlay.pm:2356] [/home/rt/rt-3.6.1/lib/RT/Interface/Web.pm:570] [/home/rt/rt-3.6.1/share/html/Ticket/Display.html:140] [/home/rt/rt-3.6.1/share/html/Ticket/Update.html:216] [/home/rt/rt-3.6.1/share/html/autohandler:279] (/home/rt/rt-3.6.1/lib/RT/Action/SendEmail.pm:289) Now I can accept that's a valid response for OOM situations; the "problem" is that we were out of memory at ~2am, and it takes a full restart of Apache + FastCGI processes for mail to start going again. >From 01:52 through 11:47 no mail got sent by our RT :( > * once we have a vague timeframe when RT didn't send replies > it's not trivial to take 'existing' responses to tickets within > that window and dump them back into the "Send mail" queue. According to our loghost, that stack trace was thrown ~177 times. Granted, a lot of those will be comments to CC's and AdminCC's on a queue but it still means finding potentially 30-40 tickets which we've responded to since 9am, may have resolved, and re-sending the message! We'll try to solve this with more regular restarts of RT, and throwing more RAM into that server, but do you have any ideas? Alex From pebomente at gmail.com Wed Jan 30 08:22:54 2008 From: pebomente at gmail.com (Pedro Bomente Filho) Date: Wed, 30 Jan 2008 11:22:54 -0200 Subject: [rt-users] Add a alternative email to a user Message-ID: <688e2b60801300522m6e5b939h6fb41f4be590316b@mail.gmail.com> Hi, I need to add a alternative email to a user. So, when the user to send a ticket from both emails, the RT will can identify him like as requestor. How do i make it? Thank you, Pedro -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Wed Jan 30 08:25:24 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 30 Jan 2008 13:25:24 +0000 Subject: [rt-users] Add a alternative email to a user In-Reply-To: <688e2b60801300522m6e5b939h6fb41f4be590316b@mail.gmail.com> References: <688e2b60801300522m6e5b939h6fb41f4be590316b@mail.gmail.com> Message-ID: <47A07AC4.7080805@jennic.com> Pedro Bomente Filho wrote: > Hi, > I need to add a alternative email to a user. So, when the user to send a > ticket from both emails, the RT will can identify him like as requestor. > How do i make it? I do not believe this is possible as it seems violates the way RT is designed. I can only recommend they have two accounts, or you allow anyone to update tickets and add auto-create users from e-mail. -- 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 Jan 30 08:46:18 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 30 Jan 2008 13:46:18 +0000 Subject: [rt-users] Add a alternative email to a user In-Reply-To: <688e2b60801300542o2dc9f201s53eece899a38c2d7@mail.gmail.com> References: <688e2b60801300522m6e5b939h6fb41f4be590316b@mail.gmail.com> <47A07AC4.7080805@jennic.com> <688e2b60801300542o2dc9f201s53eece899a38c2d7@mail.gmail.com> Message-ID: <47A07FAA.1020808@jennic.com> Pedro Bomente Filho wrote: > Ok. Because here we have ldap authentication, so some peoples send > emails from one that are not registered in LDAP. Well, A alternative > email would be a solution... I have had the exact same problem. Some people send from firstname.lastname at domain.name, some send from username at domain.name. I solved the problem by manually hacking some of the authentication code so that, it checks against the username as well as the e-mail address found in LDAP. -- 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 Jan 30 08:52:45 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 30 Jan 2008 13:52:45 +0000 Subject: [rt-users] Add a alternative email to a user In-Reply-To: <688e2b60801300549h4a5637d6wdbb5d3ef1080f890@mail.gmail.com> References: <688e2b60801300522m6e5b939h6fb41f4be590316b@mail.gmail.com> <47A07AC4.7080805@jennic.com> <688e2b60801300542o2dc9f201s53eece899a38c2d7@mail.gmail.com> <47A07FAA.1020808@jennic.com> <688e2b60801300549h4a5637d6wdbb5d3ef1080f890@mail.gmail.com> Message-ID: <47A0812D.6080804@jennic.com> Pedro Bomente Filho wrote: > I see. > However, here some people send from username at domino1.name > , some username at dominio2.name2 > , did you understand? And, we have not > registered in our LDAP... > > Well, thank you very much.. To deal with that you would have to manually modify the user authentication code so that, when it checks the e-mail address, it strips the domain from the end of the e-mail address and then cycles through a list of authorised domains which would then be set in the RT_SiteConfig.pm But as to exactly what mods to make.. that's another story. I'm busy working on a completely different mod myself right now. -- 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 Jan 30 08:59:58 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 30 Jan 2008 13:59:58 +0000 Subject: [rt-users] Add a alternative email to a user In-Reply-To: <688e2b60801300556t14e59169o580dd112ab416f11@mail.gmail.com> References: <688e2b60801300522m6e5b939h6fb41f4be590316b@mail.gmail.com> <47A07AC4.7080805@jennic.com> <688e2b60801300542o2dc9f201s53eece899a38c2d7@mail.gmail.com> <47A07FAA.1020808@jennic.com> <688e2b60801300549h4a5637d6wdbb5d3ef1080f890@mail.gmail.com> <47A0812D.6080804@jennic.com> <688e2b60801300556t14e59169o580dd112ab416f11@mail.gmail.com> Message-ID: <47A082DE.3010905@jennic.com> Pedro Bomente Filho wrote: > I see, but it's very work for me. > Here we have a small departament. It's 25 teachers. Then perhaps someone might modify it for you if you paid them? BestPractical for example? Alternatively you could MAKE the teachers e-mail RT from only one domain. -- 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 Jan 30 09:11:14 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 30 Jan 2008 14:11:14 +0000 Subject: [rt-users] Add a alternative email to a user In-Reply-To: <688e2b60801300608v7f7a43d8y962bfa6314e8a34e@mail.gmail.com> References: <688e2b60801300522m6e5b939h6fb41f4be590316b@mail.gmail.com> <47A07AC4.7080805@jennic.com> <688e2b60801300542o2dc9f201s53eece899a38c2d7@mail.gmail.com> <47A07FAA.1020808@jennic.com> <688e2b60801300549h4a5637d6wdbb5d3ef1080f890@mail.gmail.com> <47A0812D.6080804@jennic.com> <688e2b60801300556t14e59169o580dd112ab416f11@mail.gmail.com> <47A082DE.3010905@jennic.com> <688e2b60801300608v7f7a43d8y962bfa6314e8a34e@mail.gmail.com> Message-ID: <47A08582.3070605@jennic.com> Pedro Bomente Filho wrote: > Hey, do you know how RT can add requestors without domain of email > address, example: > email requestor: username at domain.com > > user register in RT: username > > Here, the user is registered as username at domain.com > > > Thank you I'm not sure quite what you mean. What are you trying to do? -- 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 Jan 30 09:14:18 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 30 Jan 2008 14:14:18 +0000 Subject: [rt-users] Add a alternative email to a user In-Reply-To: <47A08582.3070605@jennic.com> References: <688e2b60801300522m6e5b939h6fb41f4be590316b@mail.gmail.com> <47A07AC4.7080805@jennic.com> <688e2b60801300542o2dc9f201s53eece899a38c2d7@mail.gmail.com> <47A07FAA.1020808@jennic.com> <688e2b60801300549h4a5637d6wdbb5d3ef1080f890@mail.gmail.com> <47A0812D.6080804@jennic.com> <688e2b60801300556t14e59169o580dd112ab416f11@mail.gmail.com> <47A082DE.3010905@jennic.com> <688e2b60801300608v7f7a43d8y962bfa6314e8a34e@mail.gmail.com> <47A08582.3070605@jennic.com> Message-ID: <47A0863A.3020802@jennic.com> Mike Peachey wrote: > Pedro Bomente Filho wrote: >> Hey, do you know how RT can add requestors without domain of email >> address, example: >> email requestor: username at domain.com >> >> user register in RT: username >> >> Here, the user is registered as username at domain.com >> >> >> Thank you > > I'm not sure quite what you mean. What are you trying to do? > http://wiki.bestpractical.com/view/AutoCreateAndCanonicalizeUserInfo P.S. When you reply, send the reply to rt-users at lists.bestpractical.com -- 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 Jan 30 09:17:51 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 30 Jan 2008 14:17:51 +0000 Subject: [rt-users] [Fwd: Re: Add a alternative email to a user] Message-ID: <47A0870F.1070408@jennic.com> Forwarding back into list. -------- Original Message -------- Return-path: Envelope-to: mike.peachey at jennic.com Delivery-date: Wed, 30 Jan 2008 14:16:37 +0000 Date: Wed, 30 Jan 2008 12:16:30 -0200 From: Pedro Bomente Filho To: mike.peachey at jennic.com Subject: Re: [rt-users] Add a alternative email to a user In-Reply-To: <47A0863A.3020802 at jennic.com> References: <688e2b60801300522m6e5b939h6fb41f4be590316b at mail.gmail.com> <688e2b60801300542o2dc9f201s53eece899a38c2d7 at mail.gmail.com> <47A07FAA.1020808 at jennic.com> <688e2b60801300549h4a5637d6wdbb5d3ef1080f890 at mail.gmail.com> <47A0812D.6080804 at jennic.com> <688e2b60801300556t14e59169o580dd112ab416f11 at mail.gmail.com> <47A082DE.3010905 at jennic.com> <688e2b60801300608v7f7a43d8y962bfa6314e8a34e at mail.gmail.com> <47A08582.3070605 at jennic.com> <47A0863A.3020802 at jennic.com> Am I replying to list? Sorry. So, it was what a needed! Thank you!!!! 2008/1/30, Mike Peachey >: Mike Peachey wrote: > Pedro Bomente Filho wrote: >> Hey, do you know how RT can add requestors without domain of email >> address, example: >> email requestor: username at domain.com > >> >> user register in RT: username >> >> Here, the user is registered as username at domain.com >> > >> >> Thank you > > I'm not sure quite what you mean. What are you trying to do? > http://wiki.bestpractical.com/view/AutoCreateAndCanonicalizeUserInfo P.S. When you reply, send the reply to rt-users at lists.bestpractical.com -- 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 __________________________________________________ -- 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 torsten.brumm at Kuehne-Nagel.com Wed Jan 30 10:00:12 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 30 Jan 2008 16:00:12 +0100 Subject: [rt-users] Question about Custom Page: $Ticket->HasUnresolvedDependencies In-Reply-To: <47A0870F.1070408@jennic.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394E9C7C6@w3hamboex11.ger.win.int.kn> Hi RT Users, I'm working on a very special problem at this moment for our Software Devel Department. Let me shortly explain my problem and my Idea to help our internal departments. We have a internal structure like this: Business Unit <-> System Analyst <-> Developer Normally the BU opens a trouble tickets, a SA is checking this and open one or more "PreTasks" to one or more Developers. This flow is working fine so far, but now we are at a point, that our SA Team is loosing more and more the overview about all the Dependencies of the their tickets. They came to me with an idea for a special page inside RT showing all this. The idea is: SA TICKET | DEV Ticket ID PRIO SUBJECT STATUS OWNER | ID PRIO SUBJECT STATUS OWNER ------------------------------------------------------+----------------- ----------------------------------------- #1 20 TEST1 OPEN USER1 | #15 20 PRE:TEST1 OPEN DEV1 | #16 30 PRE:TEST1 OPEN DEV2 | #17 10 PRE:TEST1 RESOLVED DEV3 ------------------------------------------------------+----------------- ----------------------------------------- #2 10 TEST2 OPEN USER2 | #18 10 PRE:TEST2 NEW NOBODY ------------------------------------------------------+----------------- ----------------------------------------- #3 50 TEST3 OPEN USER3 | #19 20 PRE:TEST3 RESOLVED DEV1 | #20 30 PRE:TEST3 OPEN DEV2 And so on. Am at a point at this moment, where i have mostly all the code snipplet together, but i miss the conterpart to $Ticket->HasUnresolvedDependencies Any Ideas how to get something? Or a workaround to this? Or does anyone has already something like this? Thanks for any kind of help and ideas. torsten Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich haftende Gesellschaft: Kuhne & Nagel A.G., Sitz: Contern/Luxemburg Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne From torben.nehmer at cancom.de Wed Jan 30 09:49:04 2008 From: torben.nehmer at cancom.de (Torben Nehmer) Date: Wed, 30 Jan 2008 15:49:04 +0100 Subject: [rt-users] Printing multiple Tickets at once Message-ID: <2100343CC6E60840AE5A814BA8A09CE0030E2AC8@jetex001.int.cancom.de> Hi, is it possible to somehow print a list of tickets (basically all Tickets in a Queue) in one run automatically, either into HTML to print from the browser or directly into PDF? Any ideas here? Thanks in advance. Yours, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 (0)8225 - 996-1118 Fax: +49 (0)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 sturner at MIT.EDU Wed Jan 30 10:02:29 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 30 Jan 2008 10:02:29 -0500 Subject: [rt-users] Add a alternative email to a user In-Reply-To: <688e2b60801300522m6e5b939h6fb41f4be590316b@mail.gmail.com> References: <688e2b60801300522m6e5b939h6fb41f4be590316b@mail.gmail.com> Message-ID: <6.2.3.4.2.20080130095743.046876b0@po14.mit.edu> At Wednesday 1/30/2008 08:22 AM, Pedro Bomente Filho wrote: >Hi, >I need to add a alternative email to a user. So, when the user to >send a ticket from both emails, the RT will can identify him like as requestor. >How do i make it? > >Thank you, > >Pedro Pedro, Check out the Merge Users extension: http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/ I think it does what you need - you'd have to create a user account for each email address, but choose one as the user's 'primary' account, the one they'd use to log in to RT. Steve From KFCrocker at lbl.gov Wed Jan 30 12:41:30 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 30 Jan 2008 09:41:30 -0800 Subject: [rt-users] Seeing approvals In-Reply-To: <20080130092004.GA3065@easter-eggs.com> References: <20080130092004.GA3065@easter-eggs.com> Message-ID: <47A0B6CA.70402@lbl.gov> Emmanuel, Have you looked at the QA WorkFlow design document I sent to the RT Docs subversion archive? It has an Approvals portion in it. It is designed around a front-end queue that acts as a collection of requests waiting for approval. The normal RT privileges can be applied (like creating a group and granting privileges for the members to see/approve/move ticket to support queue) as well as any specific notifications to let requestors know that their request is 1)being looked at, 2)approved, 3)rejected (with comments), etc. Of course, it requires an AdminCc to oversee it, but the basic design is there AND the ticket numbers tay the same (great for auditability). Kenn LBNL On 1/30/2008 1:20 AM, Emmanuel Lacour wrote: > On Tue, Jan 29, 2008 at 02:55:35PM -0800, Roger Mastrude wrote: >> On 2/8/2006 Jesse answered a question thus: >> >> >> >> Q: I've been starting to get to grips with the Approval functionality >> (RT >> 3.4.2) and I'm wondering what determines who is allowed to approve >> tickets >> and who can see approvals on the Approvals screen. >> >> >> >> A: Out of the box, that's the owner. It should also be the adminccs, but >> I don't think that's there yet. >> >> >> >> I would like to be able to have approvals visible to all members of a >> group, and approvable by any one of them. Has this been added? If not, >> do we have an ETA? Is there another mechanism I could use to make this >> function happen? >> > > > There is an example in the wiki covering exactly this behaviour: > > http://wiki.bestpractical.com/view/ApprovalCreation > > -> Group Approvals > From elacour at easter-eggs.com Wed Jan 30 12:44:53 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 30 Jan 2008 18:44:53 +0100 Subject: [rt-users] Seeing approvals In-Reply-To: <47A0B6CA.70402@lbl.gov> References: <20080130092004.GA3065@easter-eggs.com> <47A0B6CA.70402@lbl.gov> Message-ID: <20080130174452.GH3065@easter-eggs.com> On Wed, Jan 30, 2008 at 09:41:30AM -0800, Kenneth Crocker wrote: > Emmanuel, > > > Have you looked at the QA WorkFlow design document I sent to the RT > Docs subversion archive? It has an Approvals portion in it. It is > designed around a front-end queue that acts as a collection of requests > waiting for approval. The normal RT privileges can be applied (like > creating a group and granting privileges for the members to > see/approve/move ticket to support queue) as well as any specific > notifications to let requestors know that their request is 1)being > looked at, 2)approved, 3)rejected (with comments), etc. Of course, it > requires an AdminCc to oversee it, but the basic design is there AND the > ticket numbers tay the same (great for auditability). > > Pretty interesting, I will look at your doc :) -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From KFCrocker at lbl.gov Wed Jan 30 12:51:00 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 30 Jan 2008 09:51:00 -0800 Subject: [rt-users] Question about Custom Page: $Ticket->HasUnresolvedDependencies In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394E9C7C6@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394E9C7C6@w3hamboex11.ger.win.int.kn> Message-ID: <47A0B904.9000309@lbl.gov> Ham, We already do that, but we use a query instead of a special page. On your home page, you can modify it to run any query you want when you sign-in. Our query runs against 1 or more queues (depends on the relationships) and lists all non-resolved, non-deleted, non-closed tickets and their children/dependencies and status, etc. By using a query as the tool for this info, you may save yourself a lot of code modification/maintenance. Hope this idea helps. Kenn LBNL On 1/30/2008 7:00 AM, Ham MI-ID, Torsten Brumm wrote: > Hi RT Users, > > I'm working on a very special problem at this moment for our Software > Devel Department. Let me shortly explain my problem and my Idea to help > our internal departments. > > We have a internal structure like this: > > Business Unit <-> System Analyst <-> Developer > > Normally the BU opens a trouble tickets, a SA is checking this and open > one or more "PreTasks" to one or more Developers. This flow is working > fine so far, but now we are at a point, that our SA Team is loosing more > and more the overview about all the Dependencies of the their tickets. > > They came to me with an idea for a special page inside RT showing all > this. The idea is: > > SA TICKET > | DEV Ticket > > ID PRIO SUBJECT STATUS OWNER | ID > PRIO SUBJECT STATUS OWNER > ------------------------------------------------------+----------------- > ----------------------------------------- > #1 20 TEST1 OPEN USER1 > | #15 20 PRE:TEST1 OPEN DEV1 > > | #16 30 PRE:TEST1 OPEN DEV2 > > | #17 10 PRE:TEST1 RESOLVED DEV3 > ------------------------------------------------------+----------------- > ----------------------------------------- > #2 10 TEST2 OPEN USER2 > | #18 10 PRE:TEST2 NEW NOBODY > ------------------------------------------------------+----------------- > ----------------------------------------- > #3 50 TEST3 OPEN USER3 > | #19 20 PRE:TEST3 RESOLVED DEV1 > > | #20 30 PRE:TEST3 OPEN DEV2 > > And so on. > > Am at a point at this moment, where i have mostly all the code snipplet > together, but i miss the conterpart to > $Ticket->HasUnresolvedDependencies > > Any Ideas how to get something? Or a workaround to this? > > Or does anyone has already something like this? > > Thanks for any kind of help and ideas. > > torsten > Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich haftende Gesellschaft: Kuhne & Nagel A.G., Sitz: Contern/Luxemburg Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From avriette at gmail.com Wed Jan 30 12:54:17 2008 From: avriette at gmail.com (Alex J. Avriette) Date: Wed, 30 Jan 2008 12:54:17 -0500 Subject: [rt-users] using _CurrentUser_ in a saved search? Message-ID: I have a search I'm trying to fix that currently looks like: Queue = 'Helpdesk' and Owner = 'aavriette' and LastUpdated < '7 days' and LastUpdated > '-7 days' The LastUpdated thing smells like a hack to me, but it seems to work. I'd like to be able to say "and Owner = '_CurrentUser_'" but when I do, I get nothing. If I remove the ticks around currentuser, I get Error near ->_CurrentUser_<- expecting a VALUE in ' Queue = 'Helpdesk' AND Owner = _CurrentUser_ [ ... ] Since we have TPS reports to file weekly, I'm trying to give our users a "rolling 7 day window" of what they've updated in the last week. I want to then save the search, name it appropriately, and then add it to their "at a glance" page so they all have it and don't have to work too hard to get this information. How do I properly use the CurrentUser variable? By the way, I did look at the wiki, and it has the stuff that got me to where I am (it was helpful, like letting me know I could use "negative days") and I used the "google trick" on the mailing list archives, but I didn't see anything appropriate. Apologies in advance if this has been answered; I'll update the wiki with this as an example (seems useful to me) when I get it figured out. Many thanks, alex -- Alex J. Avriette This email should not be considered authoritative or even truthful. aim:avriettea -- skype:avriette -- linkedin:http://xrl.us/bfdyi -- 858-367-7293 -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Wed Jan 30 12:56:08 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 30 Jan 2008 18:56:08 +0100 Subject: [rt-users] Question about Custom Page: $Ticket->HasUnresolvedDependencies Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039448585D@w3hamboex11.ger.win.int.kn> Hi kenneth, How does your query look like? I tried it several days with a good query?!? Thanks Torsten -----Original Message----- From: Kenneth Crocker To: Ham MI-ID, Torsten Brumm CC: RT Users Sent: Wed Jan 30 18:51:00 2008 Subject: Re: [rt-users] Question about Custom Page: $Ticket->HasUnresolvedDependencies Ham, We already do that, but we use a query instead of a special page. On your home page, you can modify it to run any query you want when you sign-in. Our query runs against 1 or more queues (depends on the relationships) and lists all non-resolved, non-deleted, non-closed tickets and their children/dependencies and status, etc. By using a query as the tool for this info, you may save yourself a lot of code modification/maintenance. Hope this idea helps. Kenn LBNL On 1/30/2008 7:00 AM, Ham MI-ID, Torsten Brumm wrote: > Hi RT Users, > > I'm working on a very special problem at this moment for our Software > Devel Department. Let me shortly explain my problem and my Idea to help > our internal departments. > > We have a internal structure like this: > > Business Unit <-> System Analyst <-> Developer > > Normally the BU opens a trouble tickets, a SA is checking this and open > one or more "PreTasks" to one or more Developers. This flow is working > fine so far, but now we are at a point, that our SA Team is loosing more > and more the overview about all the Dependencies of the their tickets. > > They came to me with an idea for a special page inside RT showing all > this. The idea is: > > SA TICKET > | DEV Ticket > > ID PRIO SUBJECT STATUS OWNER | ID > PRIO SUBJECT STATUS OWNER > ------------------------------------------------------+----------------- > ----------------------------------------- > #1 20 TEST1 OPEN USER1 > | #15 20 PRE:TEST1 OPEN DEV1 > > | #16 30 PRE:TEST1 OPEN DEV2 > > | #17 10 PRE:TEST1 RESOLVED DEV3 > ------------------------------------------------------+----------------- > ----------------------------------------- > #2 10 TEST2 OPEN USER2 > | #18 10 PRE:TEST2 NEW NOBODY > ------------------------------------------------------+----------------- > ----------------------------------------- > #3 50 TEST3 OPEN USER3 > | #19 20 PRE:TEST3 RESOLVED DEV1 > > | #20 30 PRE:TEST3 OPEN DEV2 > > And so on. > > Am at a point at this moment, where i have mostly all the code snipplet > together, but i miss the conterpart to > $Ticket->HasUnresolvedDependencies > > Any Ideas how to get something? Or a workaround to this? > > Or does anyone has already something like this? > > Thanks for any kind of help and ideas. > > torsten > Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich haftende Gesellschaft: Kuhne & Nagel A.G., Sitz: Contern/Luxemburg Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 barnesaw at ucrwcu.rwc.uc.edu Wed Jan 30 13:07:52 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 30 Jan 2008 13:07:52 -0500 Subject: [rt-users] using _CurrentUser_ in a saved search? In-Reply-To: References: Message-ID: <47A0BCF8.7090808@ucrwcu.rwc.uc.edu> IIRC it should be 2 _ characters. Alex J. Avriette wrote: > I have a search I'm trying to fix that currently looks like: > > Queue = 'Helpdesk' and Owner = 'aavriette' and LastUpdated < '7 days' > and LastUpdated > '-7 days' > > The LastUpdated thing smells like a hack to me, but it seems to work. > I'd like to be able to say "and Owner = '_CurrentUser_'" but when I > do, I get nothing. If I remove the ticks around currentuser, I get > > Error near ->_CurrentUser_<- expecting a VALUE in ' Queue = 'Helpdesk' > AND Owner = _CurrentUser_ [ ... ] > > Since we have TPS reports to file weekly, I'm trying to give our users > a "rolling 7 day window" of what they've updated in the last week. I > want to then save the search, name it appropriately, and then add it > to their "at a glance" page so they all have it and don't have to work > too hard to get this information. > > How do I properly use the CurrentUser variable? By the way, I did look > at the wiki, and it has the stuff that got me to where I am (it was > helpful, like letting me know I could use "negative days") and I used > the "google trick" on the mailing list archives, but I didn't see > anything appropriate. Apologies in advance if this has been answered; > I'll update the wiki with this as an example (seems useful to me) when > I get it figured out. > > Many thanks, > alex > > -- > Alex J. Avriette > This email should not be considered authoritative or even truthful. > aim:avriettea -- skype:avriette -- linkedin:http://xrl.us/bfdyi -- > 858-367-7293 > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jmhanks1373 at hotmail.com Wed Jan 30 13:04:08 2008 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 30 Jan 2008 10:04:08 -0800 Subject: [rt-users] Attachments aren't attaching Message-ID: Hello, I'm having some issues trying to attach a .doc attachment that is 4MB. I have the following set in my RT Config: RT::VERSION 3.6.1 RT::MaxAttachmentSize 10000000 The above setting is 10MB, so I'm not quite sure why it would not be allowed to attach. Is there another place I need to check for attachment size? Any help is greatly appreciated. Thanks, Jared _________________________________________________________________ Helping your favorite cause is as easy as instant messaging.?You IM, we give. http://im.live.com/Messenger/IM/Home/?source=text_hotmail_join -------------- next part -------------- An HTML attachment was scrubbed... URL: From avriette at gmail.com Wed Jan 30 13:35:06 2008 From: avriette at gmail.com (Alex J. Avriette) Date: Wed, 30 Jan 2008 13:35:06 -0500 Subject: [rt-users] using _CurrentUser_ in a saved search? In-Reply-To: <47A0BCF8.7090808@ucrwcu.rwc.uc.edu> References: <47A0BCF8.7090808@ucrwcu.rwc.uc.edu> Message-ID: <6B264A1A-9B35-4F16-955F-97D7BA402C69@gmail.com> No results with two underscores, either. alex On Jan 30, 2008, at 1:07 PM, Drew Barnes wrote: > IIRC it should be 2 _ characters. > > Alex J. Avriette wrote: >> I have a search I'm trying to fix that currently looks like: >> >> Queue = 'Helpdesk' and Owner = 'aavriette' and LastUpdated < '7 >> days' and LastUpdated > '-7 days' >> >> [snip] >> >> How do I properly use the CurrentUser variable? By the way, I did >> look at the wiki, and it has the stuff that got me to where I am >> (it was helpful, like letting me know I could use "negative days") >> and I used the "google trick" on the mailing list archives, but I >> didn't see anything appropriate. Apologies in advance if this has >> been answered; I'll update the wiki with this as an example (seems >> useful to me) when I get it figured out. >> -- Alex J. Avriette This email should not be considered authoritative or even truthful. aim:avriettea -- skype:avriette -- linkedin:http://xrl.us/bfdyi -- 858-367-7293 From jeffrey_lee at harvard.edu Wed Jan 30 14:00:48 2008 From: jeffrey_lee at harvard.edu (Jeffrey Lee) Date: Wed, 30 Jan 2008 14:00:48 -0500 Subject: [rt-users] First time setting up RT need help with email setup Message-ID: <200801301900.m0UJ0mL2004298@us26.unix.fas.harvard.edu> I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeffrey_lee at harvard.edu Wed Jan 30 14:01:11 2008 From: jeffrey_lee at harvard.edu (Jeffrey Lee) Date: Wed, 30 Jan 2008 14:01:11 -0500 Subject: [rt-users] Restricting Users from seeing other tickets Message-ID: <200801301901.m0UJ1BKC004820@us26.unix.fas.harvard.edu> How would I be able to restrict a user from seeing all other tickets that they did not submit? -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Wed Jan 30 13:38:10 2008 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 30 Jan 2008 18:38:10 +0000 Subject: [rt-users] Attachments aren't attaching In-Reply-To: References: Message-ID: <47A0C412.6060408@jennic.com> It's worth checking your apache config. -- Kind Regards, ___________________________________________________ Mike Peachey, IT Tel: +44 (0) 114 281 2655 Fax: +44 (0) 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK http://www.jennic.com Confidential ___________________________________________________ Jared Hanks wrote: > Hello, > > I'm having some issues trying to attach a .doc attachment that is 4MB. > I have the following set in my RT Config: > > RT::VERSION 3.6.1 > RT::MaxAttachmentSize 10000000 > > The above setting is 10MB, so I'm not quite sure why it would not be > allowed to attach. Is there another place I need to check for > attachment size? > > Any help is greatly appreciated. > > Thanks, > Jared > > > > ------------------------------------------------------------------------ > Helping your favorite cause is as easy as instant messaging. You IM, we > give. Learn more. > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From HelmuthRamirez at compupay.com Wed Jan 30 14:07:07 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 30 Jan 2008 14:07:07 -0500 Subject: [rt-users] First time setting up RT need help with email setup In-Reply-To: <200801301900.m0UJ0mL2004298@us26.unix.fas.harvard.edu> References: <200801301900.m0UJ0mL2004298@us26.unix.fas.harvard.edu> Message-ID: <7314881427FC8A4081673E8CEEA7924908565654@EXMIAMI01.compupay.com> Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeffrey_lee at harvard.edu Wed Jan 30 14:06:45 2008 From: jeffrey_lee at harvard.edu (Jeffrey Lee) Date: Wed, 30 Jan 2008 14:06:45 -0500 Subject: [rt-users] First time setting up RT need help with email setup In-Reply-To: <7314881427FC8A4081673E8CEEA7924908565654@EXMIAMI01.compupay.com> Message-ID: <200801301906.m0UJ6jgU030341@us20.unix.fas.harvard.edu> So you would have to configure RT to use sendmail or postfix and then configure sendmail or postfix to relay messages to the smtp server as a smarthost? -Jeff _____ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 2:07 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Wed Jan 30 14:10:39 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 30 Jan 2008 14:10:39 -0500 Subject: [rt-users] First time setting up RT need help with email setup In-Reply-To: <200801301906.m0UJ6jgU030341@us20.unix.fas.harvard.edu> References: <7314881427FC8A4081673E8CEEA7924908565654@EXMIAMI01.compupay.com> <200801301906.m0UJ6jgU030341@us20.unix.fas.harvard.edu> Message-ID: <7314881427FC8A4081673E8CEEA7924908565655@EXMIAMI01.compupay.com> Yes, that is the way we did it and it has worked out very well in our Windows/Exchange environment From: Jeffrey Lee [mailto:jeffrey_lee at harvard.edu] Sent: Wednesday, January 30, 2008 2:07 PM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup So you would have to configure RT to use sendmail or postfix and then configure sendmail or postfix to relay messages to the smtp server as a smarthost? -Jeff ________________________________ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 2:07 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From kmckinnis at tivo.com Wed Jan 30 13:58:19 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Wed, 30 Jan 2008 10:58:19 -0800 Subject: [rt-users] Scrip for escalating priority based on to address from header Message-ID: <0B1B3063EAFF6F45B3A09ADD5AC88EA9010C3235@corpexch11.Tivo.com> I've read up on priorities, but nothing I've seen quite fits my need. We have two email addresses that both go to the same queue, an alert email and a support email. The alert email also SMS's my mobile phone. I'd like to have RT check the to: address from the header and set anything to the alert email to a high priority. Then I can do things like a cron to check for untouched emails with a high priority and alert us. I've approached this with a user defined scrip in the server queue: Custom condition: return 1; Custom action prep code: return 1; Custom action cleanup code: package RT::User; my $to = $Ticket->Transactions->First->Message->First->GetHeader('To'); if $to = ('xxx\-alert\@.*\.?tivo\.com') { $self->TicketObj->SetPriority(98); } return 1; When opening a new ticket, I see in rt.log: [Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed: Global symbol "$to" requires explicit package name at (eval 2242) line 3. Global symbol "$Ticket" requires explicit package name at (eval 2242) line 3. syntax error at (eval 2242) line 4, near "if $to " Global symbol "$to" requires explicit package name at (eval 2242) line 4. (/usr/lib/rt/RT/Action/UserDefined.pm:81) Obviously, I'm doing something very wrong, but I'm not clear what. Could someone proofread this and let me know where I've gone wrong? Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Jan 30 14:42:56 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 30 Jan 2008 14:42:56 -0500 Subject: [rt-users] Restricting Users from seeing other tickets In-Reply-To: <200801301901.m0UJ1BKC004820@us26.unix.fas.harvard.edu> References: <200801301901.m0UJ1BKC004820@us26.unix.fas.harvard.edu> Message-ID: <519782dc0801301142n67381751jbd7ae7fed6c9d0a4@mail.gmail.com> Only grant ShowTicket to the Requestor role. On 1/30/08, Jeffrey Lee wrote: > > How would I be able to restrict a user from seeing all other tickets that > they did not submit? > > -Jeff > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Jan 30 14:45:26 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 30 Jan 2008 14:45:26 -0500 Subject: [rt-users] using _CurrentUser_ in a saved search? In-Reply-To: References: Message-ID: <519782dc0801301145l247371afrf9c910201e19f974@mail.gmail.com> You can't used __CurrentUser__ in a saved search. On 1/30/08, Alex J. Avriette wrote: > > I have a search I'm trying to fix that currently looks like: > Queue = 'Helpdesk' and Owner = 'aavriette' and LastUpdated < '7 days' and > LastUpdated > '-7 days' > > The LastUpdated thing smells like a hack to me, but it seems to work. I'd > like to be able to say "and Owner = '_CurrentUser_'" but when I do, I get > nothing. If I remove the ticks around currentuser, I get > > Error near ->_CurrentUser_<- expecting a VALUE in ' Queue = 'Helpdesk' AND > Owner = _CurrentUser_ [ ... ] > > Since we have TPS reports to file weekly, I'm trying to give our users a > "rolling 7 day window" of what they've updated in the last week. I want to > then save the search, name it appropriately, and then add it to their "at a > glance" page so they all have it and don't have to work too hard to get this > information. > > How do I properly use the CurrentUser variable? By the way, I did look at > the wiki, and it has the stuff that got me to where I am (it was helpful, > like letting me know I could use "negative days") and I used the "google > trick" on the mailing list archives, but I didn't see anything appropriate. > Apologies in advance if this has been answered; I'll update the wiki with > this as an example (seems useful to me) when I get it figured out. > > Many thanks, > alex > > -- > Alex J. Avriette > This email should not be considered authoritative or even truthful. > aim:avriettea -- skype:avriette -- linkedin:http://xrl.us/bfdyi -- > 858-367-7293 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 barnesaw at ucrwcu.rwc.uc.edu Wed Jan 30 14:56:16 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 30 Jan 2008 14:56:16 -0500 Subject: [rt-users] Attachments aren't attaching In-Reply-To: References: Message-ID: <47A0D660.8070800@ucrwcu.rwc.uc.edu> check the max_packet_size (or whatever it is) in my.cnf if you are using mysql? Jared Hanks wrote: > Hello, > > I'm having some issues trying to attach a .doc attachment that is > 4MB. I have the following set in my RT Config: > > RT::VERSION 3.6.1 > RT::MaxAttachmentSize 10000000 > > The above setting is 10MB, so I'm not quite sure why it would not be > allowed to attach. Is there another place I need to check for > attachment size? > > Any help is greatly appreciated. > > Thanks, > Jared > > > > ------------------------------------------------------------------------ > Helping your favorite cause is as easy as instant messaging. You IM, > we give. Learn more. > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From todd at chaka.net Wed Jan 30 14:57:51 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 30 Jan 2008 14:57:51 -0500 Subject: [rt-users] Scrip for escalating priority based on to address from header In-Reply-To: <0B1B3063EAFF6F45B3A09ADD5AC88EA9010C3235@corpexch11.Tivo.com> References: <0B1B3063EAFF6F45B3A09ADD5AC88EA9010C3235@corpexch11.Tivo.com> Message-ID: <519782dc0801301157y5afae1b0gff9b9e9830b92e82@mail.gmail.com> Why do you have a package statement? And $Ticket should be $self->TicketObj. On 1/30/08, Kimberly McKinnis wrote: > > I've read up on priorities, but nothing I've seen quite fits my need. We > have two email addresses that both go to the same queue, an alert email and > a support email. The alert email also SMS's my mobile phone. I'd like to > have RT check the to: address from the header and set anything to the alert > email to a high priority. Then I can do things like a cron to check for > untouched emails with a high priority and alert us. > > I've approached this with a user defined scrip in the server queue: > > Custom condition: return 1; > > Custom action prep code: return 1; > > Custom action cleanup code: > > package RT::User; > > my $to = $Ticket->Transactions->First->Message->First->GetHeader('To'); > if $to = ('xxx\-alert\@.*\.?tivo\.com') > { > $self->TicketObj->SetPriority(98); > } > return 1; > > When opening a new ticket, I see in rt.log: > [Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed: Global symbol > "$to" requires explicit package name at (eval 2242) line 3. > > Global symbol "$Ticket" requires explicit package name at (eval 2242) line > 3. > syntax error at (eval 2242) line 4, near "if $to " > Global symbol "$to" requires explicit package name at (eval 2242) line 4. > (/usr/lib/rt/RT/Action/UserDefined.pm:81) > > Obviously, I'm doing something very wrong, but I'm not clear what. Could > someone proofread this and let me know where I've gone wrong? Thanks! > > ~~ > Kimberly McKinnis > System Operations Engineer > Service Provider Division, TiVo Inc > 408-519-9607 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Jan 30 15:06:47 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 30 Jan 2008 12:06:47 -0800 Subject: [rt-users] Question about Custom Page: $Ticket->HasUnresolvedDependencies In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039448585D@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB039448585D@w3hamboex11.ger.win.int.kn> Message-ID: <47A0D8D7.8060803@lbl.gov> Ham, The following is the SQL from our query: ( Queue = 'TSG-RT' OR Queue = 'RT-Admin' ) AND ( Status = 'open' OR Status = 'resolved' OR Status = 'stalled' OR Status = 'new' ) AND 'CF.{TSG-RT Work Category}' LIKE 'Upgrade' ' __id__/TITLE:#', '__Subject__/TITLE:Subject', '__Status__', '__OwnerName__', '__QueueName__', '__TimeEstimated__', '__TimeWorked__', '__DependsOn__', '__Children__' The results look like the spreadsheet I have attached. After I download query results to the spreadsheet, I do a little adjusting to the titles, etc. Hope this helps. Kenn LBNL On 1/30/2008 9:56 AM, Ham MI-ID, Torsten Brumm wrote: > Hi kenneth, > How does your query look like? I tried it several days with a good query?!? > > Thanks > > Torsten > > -----Original Message----- > From: Kenneth Crocker > To: Ham MI-ID, Torsten Brumm > CC: RT Users > Sent: Wed Jan 30 18:51:00 2008 > Subject: Re: [rt-users] Question about Custom Page: > $Ticket->HasUnresolvedDependencies > > Ham, > > > We already do that, but we use a query instead of a special page. On > your home page, you can modify it to run any query you want when you > sign-in. Our query runs against 1 or more queues (depends on the > relationships) and lists all non-resolved, non-deleted, non-closed > tickets and their children/dependencies and status, etc. By using a > query as the tool for this info, you may save yourself a lot of code > modification/maintenance. Hope this idea helps. > > > Kenn > LBNL > > On 1/30/2008 7:00 AM, Ham MI-ID, Torsten Brumm wrote: > > Hi RT Users, > > > > I'm working on a very special problem at this moment for our Software > > Devel Department. Let me shortly explain my problem and my Idea to help > > our internal departments. > > > > We have a internal structure like this: > > > > Business Unit <-> System Analyst <-> Developer > > > > Normally the BU opens a trouble tickets, a SA is checking this and open > > one or more "PreTasks" to one or more Developers. This flow is working > > fine so far, but now we are at a point, that our SA Team is loosing more > > and more the overview about all the Dependencies of the their tickets. > > > > They came to me with an idea for a special page inside RT showing all > > this. The idea is: > > > > SA TICKET > > | DEV Ticket > > > > ID PRIO SUBJECT STATUS OWNER | ID > > PRIO SUBJECT STATUS OWNER > > ------------------------------------------------------+----------------- > > ----------------------------------------- > > #1 20 TEST1 OPEN USER1 > > | #15 20 PRE:TEST1 OPEN DEV1 > > > > | #16 30 PRE:TEST1 OPEN DEV2 > > > > | #17 10 PRE:TEST1 RESOLVED DEV3 > > ------------------------------------------------------+----------------- > > ----------------------------------------- > > #2 10 TEST2 OPEN USER2 > > | #18 10 PRE:TEST2 NEW NOBODY > > ------------------------------------------------------+----------------- > > ----------------------------------------- > > #3 50 TEST3 OPEN USER3 > > | #19 20 PRE:TEST3 RESOLVED DEV1 > > > > | #20 30 PRE:TEST3 OPEN DEV2 > > > > And so on. > > > > Am at a point at this moment, where i have mostly all the code snipplet > > together, but i miss the conterpart to > > $Ticket->HasUnresolvedDependencies > > > > Any Ideas how to get something? Or a workaround to this? > > > > Or does anyone has already something like this? > > > > Thanks for any kind of help and ideas. > > > > torsten > > Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann > (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten > Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), > Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE > 812773878, Personlich haftende Gesellschaft: Kuhne & Nagel A.G., Sitz: > Contern/Luxemburg Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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: RT Demo Report1.xls Type: application/vnd.ms-excel Size: 16384 bytes Desc: not available URL: From KFCrocker at lbl.gov Wed Jan 30 15:09:06 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 30 Jan 2008 12:09:06 -0800 Subject: [rt-users] Attachments aren't attaching In-Reply-To: References: Message-ID: <47A0D962.8070408@lbl.gov> Jared, Is there a limit on the browser you use for WebUI? Do you have any limitations using Apache? Kenn LBNL On 1/30/2008 10:04 AM, Jared Hanks wrote: > Hello, > > I'm having some issues trying to attach a .doc attachment that is 4MB. > I have the following set in my RT Config: > > RT::VERSION 3.6.1 > RT::MaxAttachmentSize 10000000 > > The above setting is 10MB, so I'm not quite sure why it would not be > allowed to attach. Is there another place I need to check for > attachment size? > > Any help is greatly appreciated. > > Thanks, > Jared > > > > ------------------------------------------------------------------------ > Helping your favorite cause is as easy as instant messaging. You IM, we > give. Learn more. > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jeffrey_lee at harvard.edu Wed Jan 30 15:16:33 2008 From: jeffrey_lee at harvard.edu (Jeffrey Lee) Date: Wed, 30 Jan 2008 15:16:33 -0500 Subject: [rt-users] First time setting up RT need help with email setup In-Reply-To: <7314881427FC8A4081673E8CEEA7924908565655@EXMIAMI01.compupay.com> Message-ID: <200801302016.m0UKGXm8013629@us19.unix.fas.harvard.edu> how did you configure your smart host? I added a smarthost line into the postfix config file but it was still not relaying. Any suggestions? -Jeff _____ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 2:11 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Yes, that is the way we did it and it has worked out very well in our Windows/Exchange environment From: Jeffrey Lee [mailto:jeffrey_lee at harvard.edu] Sent: Wednesday, January 30, 2008 2:07 PM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup So you would have to configure RT to use sendmail or postfix and then configure sendmail or postfix to relay messages to the smtp server as a smarthost? -Jeff _____ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 2:07 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From kmckinnis at tivo.com Wed Jan 30 15:18:04 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Wed, 30 Jan 2008 12:18:04 -0800 Subject: [rt-users] Scrip for escalating priority based on to address from header In-Reply-To: <519782dc0801301157y5afae1b0gff9b9e9830b92e82@mail.gmail.com> Message-ID: <0B1B3063EAFF6F45B3A09ADD5AC88EA9010C3242@corpexch11.Tivo.com> Because I have no idea what I'm doing. Without, I still receive errors: [Wed Jan 30 20:17:14 2008] [error]: Scrip 16 Commit failed: Global symbol "$to" requires explicit package name at (eval 2305) line 1. Global symbol "$Ticket" requires explicit package name at (eval 2305) line 1. syntax error at (eval 2305) line 2, near "if $to " Global symbol "$to" requires explicit package name at (eval 2305) line 2. (/usr/lib/rt/RT/Action/UserDefined.pm:81) ________________________________ From: Todd Chapman [mailto:todd at chaka.net] Sent: Wednesday, January 30, 2008 11:58 AM To: Kimberly McKinnis Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Scrip for escalating priority based on to address from header Why do you have a package statement? And $Ticket should be $self->TicketObj. On 1/30/08, Kimberly McKinnis wrote: I've read up on priorities, but nothing I've seen quite fits my need. We have two email addresses that both go to the same queue, an alert email and a support email. The alert email also SMS's my mobile phone. I'd like to have RT check the to: address from the header and set anything to the alert email to a high priority. Then I can do things like a cron to check for untouched emails with a high priority and alert us. I've approached this with a user defined scrip in the server queue: Custom condition: return 1; Custom action prep code: return 1; Custom action cleanup code: package RT::User; my $to = $Ticket->Transactions->First->Message->First->GetHeader('To'); if $to = ('xxx\-alert\@.*\.?tivo\.com') { $self->TicketObj->SetPriority(98); } return 1; When opening a new ticket, I see in rt.log: [Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed: Global symbol "$to" requires explicit package name at (eval 2242) line 3. Global symbol "$Ticket" requires explicit package name at (eval 2242) line 3. syntax error at (eval 2242) line 4, near "if $to " Global symbol "$to" requires explicit package name at (eval 2242) line 4. (/usr/lib/rt/RT/Action/UserDefined.pm:81) Obviously, I'm doing something very wrong, but I'm not clear what. Could someone proofread this and let me know where I've gone wrong? Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 todd at chaka.net Wed Jan 30 15:22:38 2008 From: todd at chaka.net (Todd Chapman) Date: Wed, 30 Jan 2008 15:22:38 -0500 Subject: [rt-users] Scrip for escalating priority based on to address from header In-Reply-To: <0B1B3063EAFF6F45B3A09ADD5AC88EA9010C3242@corpexch11.Tivo.com> References: <519782dc0801301157y5afae1b0gff9b9e9830b92e82@mail.gmail.com> <0B1B3063EAFF6F45B3A09ADD5AC88EA9010C3242@corpexch11.Tivo.com> Message-ID: <519782dc0801301222p17b20084p88711ca2f038418f@mail.gmail.com> Kimberly, I would starting by picking up a copy of Learning Perl. If you don't know basic Perl syntax there is no way you will be able to write RT scrips. Try: if ($to =~ /xxx\-alert\@.*\.?tivo\.com/) { { $self->TicketObj->SetPriority(98); } I'll write it for you if you send me an HD Tivo. ;) -Todd On 1/30/08, Kimberly McKinnis wrote: > > Because I have no idea what I'm doing. Without, I still receive errors: > > [Wed Jan 30 20:17:14 2008] [error]: Scrip 16 Commit failed: Global symbol > "$to" requires explicit package name at (eval 2305) line 1. > Global symbol "$Ticket" requires explicit package name at (eval 2305) line > 1. > syntax error at (eval 2305) line 2, near "if $to " > Global symbol "$to" requires explicit package name at (eval 2305) line 2. > (/usr/lib/rt/RT/Action/UserDefined.pm:81) > > ------------------------------ > *From:* Todd Chapman [mailto:todd at chaka.net] > *Sent:* Wednesday, January 30, 2008 11:58 AM > *To:* Kimberly McKinnis > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Scrip for escalating priority based on to > address from header > > Why do you have a package statement? > > And $Ticket should be $self->TicketObj. > > On 1/30/08, Kimberly McKinnis wrote: > > > > I've read up on priorities, but nothing I've seen quite fits my need. > > We have two email addresses that both go to the same queue, an alert email > > and a support email. The alert email also SMS's my mobile phone. I'd like to > > have RT check the to: address from the header and set anything to the alert > > email to a high priority. Then I can do things like a cron to check for > > untouched emails with a high priority and alert us. > > > > I've approached this with a user defined scrip in the server queue: > > > > Custom condition: return 1; > > > > Custom action prep code: return 1; > > > > Custom action cleanup code: > > > > package RT::User; > > > > my $to = $Ticket->Transactions->First->Message->First->GetHeader('To'); > > if $to = ('xxx\-alert\@.*\.?tivo\.com') > > { > > $self->TicketObj->SetPriority(98); > > } > > return 1; > > > > When opening a new ticket, I see in rt.log: > > [Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed: Global > > symbol "$to" requires explicit package name at (eval 2242) line 3. > > > > Global symbol "$Ticket" requires explicit package name at (eval 2242) > > line 3. > > syntax error at (eval 2242) line 4, near "if $to " > > Global symbol "$to" requires explicit package name at (eval 2242) line > > 4. > > (/usr/lib/rt/RT/Action/UserDefined.pm:81) > > > > Obviously, I'm doing something very wrong, but I'm not clear what. Could > > someone proofread this and let me know where I've gone wrong? Thanks! > > > > ~~ > > Kimberly McKinnis > > System Operations Engineer > > Service Provider Division, TiVo Inc > > 408-519-9607 > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Wed Jan 30 15:28:23 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 30 Jan 2008 15:28:23 -0500 Subject: [rt-users] First time setting up RT need help with email setup In-Reply-To: <200801302016.m0UKGXm8013629@us19.unix.fas.harvard.edu> References: <7314881427FC8A4081673E8CEEA7924908565655@EXMIAMI01.compupay.com> <200801302016.m0UKGXm8013629@us19.unix.fas.harvard.edu> Message-ID: <7314881427FC8A4081673E8CEEA792490856565D@EXMIAMI01.compupay.com> Did you add it as a 'smarthost' or 'relayhost'. It should be: Edit /etc/postfix/main.cf, and add or edit this line: relayhost = your.server.com I'll be honest, I'm a Linux noob, I am running Debian and I used 'dpkg -reconfigure postfix' for it to walk me through the questions. But I checked my 'main' config file and it shows my smarthost as the relayhost entry. From: Jeffrey Lee [mailto:jeffrey_lee at harvard.edu] Sent: Wednesday, January 30, 2008 3:17 PM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup how did you configure your smart host? I added a smarthost line into the postfix config file but it was still not relaying. Any suggestions? -Jeff ________________________________ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 2:11 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Yes, that is the way we did it and it has worked out very well in our Windows/Exchange environment From: Jeffrey Lee [mailto:jeffrey_lee at harvard.edu] Sent: Wednesday, January 30, 2008 2:07 PM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup So you would have to configure RT to use sendmail or postfix and then configure sendmail or postfix to relay messages to the smtp server as a smarthost? -Jeff ________________________________ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 2:07 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeffrey_lee at harvard.edu Wed Jan 30 15:28:58 2008 From: jeffrey_lee at harvard.edu (Jeffrey Lee) Date: Wed, 30 Jan 2008 15:28:58 -0500 Subject: [rt-users] First time setting up RT need help with email setup In-Reply-To: <7314881427FC8A4081673E8CEEA792490856565D@EXMIAMI01.compupay.com> Message-ID: <200801302028.m0UKSwae015887@us25.unix.fas.harvard.edu> Hmm..... I think my problem is more on the RT end. postfix is sending e-mails now. But only when i include an e-mail in the cc field. It doesn't seem to send an e-mail to a requestor and the person it is assigned to. Is there something special I need to initialize for that to work? -Jeff _____ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 3:28 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Did you add it as a 'smarthost' or 'relayhost'. It should be: Edit /etc/postfix/main.cf, and add or edit this line: relayhost = your.server.com I'll be honest, I'm a Linux noob, I am running Debian and I used 'dpkg -reconfigure postfix' for it to walk me through the questions. But I checked my 'main' config file and it shows my smarthost as the relayhost entry. From: Jeffrey Lee [mailto:jeffrey_lee at harvard.edu] Sent: Wednesday, January 30, 2008 3:17 PM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup how did you configure your smart host? I added a smarthost line into the postfix config file but it was still not relaying. Any suggestions? -Jeff _____ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 2:11 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Yes, that is the way we did it and it has worked out very well in our Windows/Exchange environment From: Jeffrey Lee [mailto:jeffrey_lee at harvard.edu] Sent: Wednesday, January 30, 2008 2:07 PM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup So you would have to configure RT to use sendmail or postfix and then configure sendmail or postfix to relay messages to the smtp server as a smarthost? -Jeff _____ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 2:07 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jan 30 15:38:40 2008 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 30 Jan 2008 15:38:40 -0500 Subject: [rt-users] using _CurrentUser_ in a saved search? In-Reply-To: References: Message-ID: On Jan 30, 2008, at 12:54 PM, Alex J. Avriette wrote: > I have a search I'm trying to fix that currently looks like: > > Queue = 'Helpdesk' and Owner = 'aavriette' and LastUpdated < '7 > days' and LastUpdated > '-7 days' > > The LastUpdated thing smells like a hack to me, but it seems to > work. I'd like to be able to say "and Owner = '_CurrentUser_'" but > when I do, I get nothing. If I remove the ticks around currentuser, > I get > > Error near ->_CurrentUser_<- expecting a VALUE in ' Queue = > 'Helpdesk' AND Owner = _CurrentUser_ [ ... ] > > Since we have TPS reports to file weekly, I'm trying to give our > users a "rolling 7 day window" of what they've updated in the last > week. I want to then save the search, name it appropriately, and > then add it to their "at a glance" page so they all have it and > don't have to work too hard to get this information. __CurrentUser__ will work when on the At a Glance page, but isn't interpolated when running a normal saved search (it gets preprocessed before going to the TicketSQL code). If you save it and add it to At a Glance you should see it work. -kevin > > How do I properly use the CurrentUser variable? By the way, I did > look at the wiki, and it has the stuff that got me to where I am > (it was helpful, like letting me know I could use "negative days") > and I used the "google trick" on the mailing list archives, but I > didn't see anything appropriate. Apologies in advance if this has > been answered; I'll update the wiki with this as an example (seems > useful to me) when I get it figured out. > > Many thanks, > alex > > -- > Alex J. Avriette > This email should not be considered authoritative or even truthful. > aim:avriettea -- skype:avriette -- linkedin:http://xrl.us/bfdyi -- > 858-367-7293 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From HelmuthRamirez at compupay.com Wed Jan 30 15:42:14 2008 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 30 Jan 2008 15:42:14 -0500 Subject: [rt-users] First time setting up RT need help with email setup In-Reply-To: <200801302028.m0UKSwae015887@us25.unix.fas.harvard.edu> References: <7314881427FC8A4081673E8CEEA792490856565D@EXMIAMI01.compupay.com> <200801302028.m0UKSwae015887@us25.unix.fas.harvard.edu> Message-ID: <7314881427FC8A4081673E8CEEA792490856565E@EXMIAMI01.compupay.com> Is the person (whether it be the owner or requestor) the same person who is updating the ticket? From: Jeffrey Lee [mailto:jeffrey_lee at harvard.edu] Sent: Wednesday, January 30, 2008 3:29 PM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hmm..... I think my problem is more on the RT end. postfix is sending e-mails now. But only when i include an e-mail in the cc field. It doesn't seem to send an e-mail to a requestor and the person it is assigned to. Is there something special I need to initialize for that to work? -Jeff ________________________________ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 3:28 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Did you add it as a 'smarthost' or 'relayhost'. It should be: Edit /etc/postfix/main.cf, and add or edit this line: relayhost = your.server.com I'll be honest, I'm a Linux noob, I am running Debian and I used 'dpkg -reconfigure postfix' for it to walk me through the questions. But I checked my 'main' config file and it shows my smarthost as the relayhost entry. From: Jeffrey Lee [mailto:jeffrey_lee at harvard.edu] Sent: Wednesday, January 30, 2008 3:17 PM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup how did you configure your smart host? I added a smarthost line into the postfix config file but it was still not relaying. Any suggestions? -Jeff ________________________________ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 2:11 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Yes, that is the way we did it and it has worked out very well in our Windows/Exchange environment From: Jeffrey Lee [mailto:jeffrey_lee at harvard.edu] Sent: Wednesday, January 30, 2008 2:07 PM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup So you would have to configure RT to use sendmail or postfix and then configure sendmail or postfix to relay messages to the smtp server as a smarthost? -Jeff ________________________________ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 2:07 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeffrey_lee at harvard.edu Wed Jan 30 16:02:59 2008 From: jeffrey_lee at harvard.edu (Jeffrey Lee) Date: Wed, 30 Jan 2008 16:02:59 -0500 Subject: [rt-users] First time setting up RT need help with email setup In-Reply-To: <7314881427FC8A4081673E8CEEA792490856565E@EXMIAMI01.compupay.com> Message-ID: <200801302102.m0UL2xLN002110@us12.unix.fas.harvard.edu> Nope. -Jeff _____ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 3:42 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Is the person (whether it be the owner or requestor) the same person who is updating the ticket? From: Jeffrey Lee [mailto:jeffrey_lee at harvard.edu] Sent: Wednesday, January 30, 2008 3:29 PM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hmm..... I think my problem is more on the RT end. postfix is sending e-mails now. But only when i include an e-mail in the cc field. It doesn't seem to send an e-mail to a requestor and the person it is assigned to. Is there something special I need to initialize for that to work? -Jeff _____ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 3:28 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Did you add it as a 'smarthost' or 'relayhost'. It should be: Edit /etc/postfix/main.cf, and add or edit this line: relayhost = your.server.com I'll be honest, I'm a Linux noob, I am running Debian and I used 'dpkg -reconfigure postfix' for it to walk me through the questions. But I checked my 'main' config file and it shows my smarthost as the relayhost entry. From: Jeffrey Lee [mailto:jeffrey_lee at harvard.edu] Sent: Wednesday, January 30, 2008 3:17 PM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup how did you configure your smart host? I added a smarthost line into the postfix config file but it was still not relaying. Any suggestions? -Jeff _____ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 2:11 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Yes, that is the way we did it and it has worked out very well in our Windows/Exchange environment From: Jeffrey Lee [mailto:jeffrey_lee at harvard.edu] Sent: Wednesday, January 30, 2008 2:07 PM To: Helmuth Ramirez; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup So you would have to configure RT to use sendmail or postfix and then configure sendmail or postfix to relay messages to the smtp server as a smarthost? -Jeff _____ From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Wednesday, January 30, 2008 2:07 PM To: Jeffrey Lee; rt-users at lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeffrey_lee at harvard.edu Wed Jan 30 16:07:59 2008 From: jeffrey_lee at harvard.edu (Jeffrey Lee) Date: Wed, 30 Jan 2008 16:07:59 -0500 Subject: [rt-users] Restrict a requestor assign rights Message-ID: <200801302107.m0UL7xfn002625@us10.unix.fas.harvard.edu> Hi I'd like to be able to restrict requestors the ability to assign the ticket to anyone. Only Nobody. Is there a way to do that? -jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Wed Jan 30 16:28:39 2008 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 30 Jan 2008 13:28:39 -0800 Subject: [rt-users] Restrict a requestor assign rights In-Reply-To: <200801302107.m0UL7xfn002625@us10.unix.fas.harvard.edu> References: <200801302107.m0UL7xfn002625@us10.unix.fas.harvard.edu> Message-ID: <47A0EC07.7080604@lbl.gov> Jeffrey, You need to understand the RT privileges and their relationships. If you are using self-service to ticket creation, merely limit what the user can put into an email that creates a ticket. If you allow ticket creation using WebUI, then you need to be careful of the "Global" rights you grant, as well as the rights you grant to groups on a per-queue basis. If you want to restrict ticket assignment to certain groups per queue, then for those users that you want to be able to assign/take tickets, they need to be in a group that has the following rights for that queue: "CreateTicket" (in case they have children tickets) "OwnTicket" "ReplyToTicket" (allows communication with requestors via email) "SeeQueue" "ShowTicket" "SeeOutgoingEmail" "ShowTicketComments" "StealTicket" (unless you want only AdminCc to re-assign tickets) "TakeTicket" I'd reserve "ModifyTicket" for the roles "AdminCc" and "Owner". That way you don't have a bunch of people messing up tickets that are owned by others.c Hope this helps. Kenn LBNL On 1/30/2008 1:07 PM, Jeffrey Lee wrote: > Hi I'd like to be able to restrict requestors the ability to assign the > ticket to anyone. Only Nobody. Is there a way to do that? > > -jeff > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From kmckinnis at tivo.com Wed Jan 30 18:06:27 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Wed, 30 Jan 2008 15:06:27 -0800 Subject: [rt-users] Scrip for escalating priority based on to address from header In-Reply-To: <519782dc0801301222p17b20084p88711ca2f038418f@mail.gmail.com> Message-ID: <0B1B3063EAFF6F45B3A09ADD5AC88EA9010C3277@corpexch11.Tivo.com> Sadly, I'm not cool enough to get you a free TiVo. Mine wasn't even free :P I have Learning Perl, I'm just floundering and it's all starting to look the same Condition: on create Action: User Defined Templayte: Global template: Blank Stage: TransactionCreate my $to = $self->TicketObj->Transactions->First->Message->First->GetHeader('To'); if ($to =~/xx\-alert\@.*\.?tivo\.com/) { $self->TicketObj->SetPriority(98); } return 1; It doesn't error, but it seems to be ignored entirely. I used 'my', as the global variable was throwing errors about global symbol requiring an explicit package name. Perhaps it's working and not parsing right? ________________________________ From: Todd Chapman [mailto:todd at chaka.net] Sent: Wednesday, January 30, 2008 12:23 PM To: Kimberly McKinnis Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Scrip for escalating priority based on to address from header Kimberly, I would starting by picking up a copy of Learning Perl. If you don't know basic Perl syntax there is no way you will be able to write RT scrips. Try: if ($to =~ /xxx\-alert\@.*\.?tivo\.com/) { { $self->TicketObj->SetPriority(98); } I'll write it for you if you send me an HD Tivo. ;) -Todd On 1/30/08, Kimberly McKinnis wrote: Because I have no idea what I'm doing. Without, I still receive errors: [Wed Jan 30 20:17:14 2008] [error]: Scrip 16 Commit failed: Global symbol "$to" requires explicit package name at (eval 2305) line 1. Global symbol "$Ticket" requires explicit package name at (eval 2305) line 1. syntax error at (eval 2305) line 2, near "if $to " Global symbol "$to" requires explicit package name at (eval 2305) line 2. (/usr/lib/rt/RT/Action/UserDefined.pm:81) ________________________________ From: Todd Chapman [mailto:todd at chaka.net] Sent: Wednesday, January 30, 2008 11:58 AM To: Kimberly McKinnis Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Scrip for escalating priority based on to address from header Why do you have a package statement? And $Ticket should be $self->TicketObj. On 1/30/08, Kimberly McKinnis wrote: I've read up on priorities, but nothing I've seen quite fits my need. We have two email addresses that both go to the same queue, an alert email and a support email. The alert email also SMS's my mobile phone. I'd like to have RT check the to: address from the header and set anything to the alert email to a high priority. Then I can do things like a cron to check for untouched emails with a high priority and alert us. I've approached this with a user defined scrip in the server queue: Custom condition: return 1; Custom action prep code: return 1; Custom action cleanup code: package RT::User; my $to = $Ticket->Transactions->First->Message->First->GetHeader('To'); if $to = ('xxx\-alert\@.*\.?tivo\.com') { $self->TicketObj->SetPriority(98); } return 1; When opening a new ticket, I see in rt.log: [Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed: Global symbol "$to" requires explicit package name at (eval 2242) line 3. Global symbol "$Ticket" requires explicit package name at (eval 2242) line 3. syntax error at (eval 2242) line 4, near "if $to " Global symbol "$to" requires explicit package name at (eval 2242) line 4. (/usr/lib/rt/RT/Action/UserDefined.pm:81) Obviously, I'm doing something very wrong, but I'm not clear what. Could someone proofread this and let me know where I've gone wrong? Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 jmhanks1373 at hotmail.com Wed Jan 30 18:18:45 2008 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 30 Jan 2008 15:18:45 -0800 Subject: [rt-users] Attachments aren't attaching In-Reply-To: <47A0C412.6060408@jennic.com> References: <47A0C412.6060408@jennic.com> Message-ID: Thanks for the info. It was actually in the MySql conf file (/etc/my.cnf). I added the following line under the [mysqld] section: max_allowed_packet=10M I was then able to attach a message > 1MB. > Date: Wed, 30 Jan 2008 18:38:10 +0000> From: mike.peachey at jennic.com> To: jmhanks1373 at hotmail.com> CC: rt-users at lists.bestpractical.com> Subject: Re: [rt-users] Attachments aren't attaching> > It's worth checking your apache config.> --> Kind Regards,> > ___________________________________________________> > Mike Peachey, IT> Tel: +44 (0) 114 281 2655> Fax: +44 (0) 114 281 2951> Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK> http://www.jennic.com> Confidential> ___________________________________________________> > Jared Hanks wrote:> > Hello,> > > > I'm having some issues trying to attach a .doc attachment that is 4MB. > > I have the following set in my RT Config:> > > > RT::VERSION 3.6.1> > RT::MaxAttachmentSize 10000000> > > > The above setting is 10MB, so I'm not quite sure why it would not be > > allowed to attach. Is there another place I need to check for > > attachment size?> > > > Any help is greatly appreciated.> > > > Thanks,> > Jared> > > > > > > > ------------------------------------------------------------------------> > Helping your favorite cause is as easy as instant messaging. You IM, we > > give. Learn more. > > > > > > > > ------------------------------------------------------------------------> > > > _______________________________________________> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users> > > > Community help: http://wiki.bestpractical.com> > Commercial support: sales at bestpractical.com> > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com _________________________________________________________________ Climb to the top of the charts!?Play the word scramble challenge with star power. http://club.live.com/star_shuffle.aspx?icid=starshuffle_wlmailtextlink_jan -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michel.Wils at fsg.ulaval.ca Wed Jan 30 22:50:43 2008 From: Michel.Wils at fsg.ulaval.ca (Michel Wils) Date: Wed, 30 Jan 2008 22:50:43 -0500 Subject: [rt-users] Sync RT users with external groups Message-ID: <77D2B514216F5041AE9E02FEB1C92CA858851A@exch-be01.ulaval.ca> Hi, My name is Michel Wils. I'm working for Laval University, Quebec city. We are currently trying to sync users with an external group management system via XML-RPC calls. The implementation of this task is nearly finished, but I still have one thing to figure out. Here's the short picture. Currently and only for development purposes, I used the User_Local.pm overlay to link users with external groups. Our goal is achieved through the HasRight method. Unfortunately, this function is called very often in one session (particularly when using the Web interface) and it would be more efficient to do so only once per session. Besides, I'm not quite sure if it works outside the Web interface and it has to. I've looked in many core files and the User overlay seems to be my best option. I've also searched in existing overlays, LDAP for instance, with no luck. HasRight is still the best I could find. To put it in a valid and complete question, does anyone know where I could sync RT users with external groups only once per session (which could be a login from the Web interface or an incoming mail) ? Thank you very much. Your help would be mostly appreciated. Michel Wils Technicien en informatique Facult? des sciences et de g?nie - Direction Pavillon Adrien-Pouliot, local 3708 Universit? Laval (418) 656-2131 poste 5681 michel.wils at fsg.ulaval.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From ralagar_raja at yahoo.com Wed Jan 30 22:57:35 2008 From: ralagar_raja at yahoo.com (Raja) Date: Wed, 30 Jan 2008 19:57:35 -0800 (PST) Subject: [rt-users] Installing RT in Solaris Message-ID: <840118.75525.qm@web32205.mail.mud.yahoo.com> Hi, We are planing to instal RT 3.6.6 on solaris 10. $uname -a SunOS localhost 5.10 Generic_125100-10 sun4us sparc FJSV,GPUZC-M I have run the make testdeps to see the dependency and i have attached the output here. make testdeps | more /bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql perl: >=5.8.3(5.008004)...found users: rt group (rt3)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (www)...found CLI dependencies: Term::ReadKey...found Getopt::Long >=2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Scalar::Util...found HTML::Scrubber 0.08...MISSING Class::ReturnValue 0.40...MISSING Text::Quoted 2.02...MISSING File::Spec >=0.8...found Calendar::Simple ...MISSING DBIx::SearchBuilder 1.50...MISSING Date::Format ...MISSING CSS::Squish 0.06...MISSING Text::Autoformat ...MISSING Mail::Mailer 1.57...MISSING Regexp::Common ...MISSING Module::Versions::Report 1.03...MISSING MIME::Entity 5.108...MISSING HTML::Entities...found Digest::MD5 >=2.27...found Cache::Simple::TimedExpiry ...MISSING DBI >=1.37...found Locale::Maketext::Lexicon 0.32...MISSING Digest::base...found Locale::Maketext::Fuzzy ...MISSING Time::HiRes...found Net::SMTP...found Text::Wrapper ...MISSING Time::ParseDate...found File::Temp...found Log::Dispatch 2.0...MISSING Locale::Maketext >=1.06...found UNIVERSAL::require ...MISSING Tree::Simple 1.04...MISSING Text::Template ...MISSING MAILGATE dependencies: Pod::Usage...found HTML::TreeBuilder ...MISSING Getopt::Long...found HTML::FormatText ...MISSING LWP::UserAgent...found MASON dependencies: CGI::Cookie >=1.20...found Text::WikiFormat 0.76...MISSING XML::RSS 1.05...MISSING Storable >=2.08...found CSS::Squish 0.06...MISSING HTML::Mason 1.23...MISSING Apache::Session 1.53...MISSING Digest::MD5 >=2.27...found GD::Text ...MISSING GD ...MISSING Errno...found GD::Graph ...MISSING MYSQL dependencies: DBD::mysql 2.1018...MISSING Can someone can help me out what are the packages needs to be installed in solaris to fix this issue. Thanks in advance. Regards, Raja. ____________________________________________________________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Wed Jan 30 23:12:21 2008 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Wed, 30 Jan 2008 22:12:21 -0600 Subject: [rt-users] Installing RT in Solaris In-Reply-To: <840118.75525.qm@web32205.mail.mud.yahoo.com> Message-ID: Raja, these are all Perl modules you are missing and need installed. James Moseley Raja To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Installing RT in Solaris 01/30/2008 09:57 PM Please respond to Raja Hi, We are planing to instal RT 3.6.6 on solaris 10. $uname -a SunOS localhost 5.10 Generic_125100-10 sun4us sparc FJSV,GPUZC-M I have run the make testdeps to see the dependency and i have attached the output here. make testdeps | more /bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql perl: >=5.8.3(5.008004)...found users: rt group (rt3)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (www)...found CLI dependencies: Term::ReadKey...found Getopt::Long >=2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Scalar::Util...found HTML::Scrubber 0.08...MISSING Class::ReturnValue 0.40...MISSING Text::Quoted 2.02...MISSING File::Spec >=0.8...found Calendar::Simple ...MISSING DBIx::SearchBuilder 1.50...MISSING Date::Format ...MISSING CSS::Squish 0.06...MISSING Text::Autoformat ...MISSING Mail::Mailer 1.57...MISSING Regexp::Common ...MISSING Module::Versions::Report 1.03...MISSING MIME::Entity 5.108...MISSING HTML::Entities...found Digest::MD5 >=2.27...found Cache::Simple::TimedExpiry ...MISSING DBI >=1.37...found Locale::Maketext::Lexicon 0.32...MISSING Digest::base...found Locale::Maketext::Fuzzy ...MISSING Time::HiRes...found Net::SMTP...found Text::Wrapper ...MISSING Time::ParseDate...found File::Temp...found Log::Dispatch 2.0...MISSING Locale::Maketext >=1.06...found UNIVERSAL::require ...MISSING Tree::Simple 1.04...MISSING Text::Template ...MISSING MAILGATE dependencies: Pod::Usage...found HTML::TreeBuilder ...MISSING Getopt::Long...found HTML::FormatText ...MISSING LWP::UserAgent...found MASON dependencies: CGI::Cookie >=1.20...found Text::WikiFormat 0.76...MISSING XML::RSS 1.05...MISSING Storable >=2.08...found CSS::Squish 0.06...MISSING HTML::Mason 1.23...MISSING Apache::Session 1.53...MISSING Digest::MD5 >=2.27...found GD::Text ...MISSING GD ...MISSING Errno...found GD::Graph ...MISSING MYSQL dependencies: DBD::mysql 2.1018...MISSING Can someone can help me out what are the packages needs to be installed in solaris to fix this issue. Thanks in advance. Regards, Raja. Never miss a thing. Make Yahoo your homepage. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From j0ey at j0ey.de Thu Jan 31 02:52:04 2008 From: j0ey at j0ey.de (j0ey) Date: Thu, 31 Jan 2008 08:52:04 +0100 Subject: [rt-users] This message will be sent to... In-Reply-To: <6.2.3.4.2.20080129130900.046e1a90@po14.mit.edu> References: <479F6531.8000106@j0ey.de> <6.2.3.4.2.20080129130900.046e1a90@po14.mit.edu> Message-ID: <47A17E24.4010908@j0ey.de> Hey, Stephen Turner wrote: >> i'm searching for a possibility to show the Queue-CCs while creating >> (create + correspondend) a ticket without letting the users modify it - >> in other words: i know the "ShowOutgoingEMail"-Right ;) > > To get the queue ccs (and adminccs), you can simply do: > > $QueueObj->CcAddresses and $QueueObj->AdminCcAddresses > > But I'm guessing you really want to get an accurate list of email > recipients for the ticket creation? That's quite a bit more tricky - you > might have to create a fake 'create' transaction, examine its scrips and > then roll it back. that's exactly what i need. Anyone done this before? Greettings! From torsten.brumm at Kuehne-Nagel.com Thu Jan 31 03:54:57 2008 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Thu, 31 Jan 2008 09:54:57 +0100 Subject: [rt-users] Question about Custom Page: $Ticket->HasUnresolvedDependencies In-Reply-To: <47A0D8D7.8060803@lbl.gov> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394E9C914@w3hamboex11.ger.win.int.kn> Hi Kenneth, Thanks for your help, but this is the way we also do it at the moment, but it takes too long to create all this xls files. But thanks. I will play around more today. Torsten > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Urspr?ngliche Nachricht----- > Von: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Gesendet: Mittwoch, 30. Januar 2008 21:07 > An: Ham MI-ID, Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Betreff: Re: AW: Re: [rt-users] Question about Custom Page: > $Ticket->HasUnresolvedDependencies > > Ham, > > > The following is the SQL from our query: > > ( Queue = 'TSG-RT' OR Queue = 'RT-Admin' ) AND ( Status > = 'open' > OR Status = 'resolved' OR Status = 'stalled' OR Status = > 'new' ) AND 'CF.{TSG-RT Work Category}' LIKE 'Upgrade' > > ' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#', > ' href="/Ticket/Display.html?id=__id__">__Subject__/TITL > E:Subject', > '__Status__', > '__OwnerName__', > '__QueueName__', > '__TimeEstimated__', > '__TimeWorked__', > '__DependsOn__', > '__Children__' > > The results look like the spreadsheet I have attached. > After I download query results to the spreadsheet, I do a > little adjusting to the titles, etc. > Hope this helps. > > > Kenn > LBNL > > On 1/30/2008 9:56 AM, Ham MI-ID, Torsten Brumm wrote: > > Hi kenneth, > > How does your query look like? I tried it several days with > a good query?!? > > > > Thanks > > > > Torsten > > > > -----Original Message----- > > From: Kenneth Crocker > > To: Ham MI-ID, Torsten Brumm > > CC: RT Users > > Sent: Wed Jan 30 18:51:00 2008 > > Subject: Re: [rt-users] Question about Custom Page: > > $Ticket->HasUnresolvedDependencies > > > > Ham, > > > > > > We already do that, but we use a query instead of a special > > page. On your home page, you can modify it to run any query > you want > > when you sign-in. Our query runs against 1 or more queues > (depends on > > the > > relationships) and lists all non-resolved, non-deleted, non-closed > > tickets and their children/dependencies and status, etc. By using a > > query as the tool for this info, you may save yourself a > lot of code > > modification/maintenance. Hope this idea helps. > > > > > > Kenn > > LBNL > > > > On 1/30/2008 7:00 AM, Ham MI-ID, Torsten Brumm wrote: > > > Hi RT Users, > > > > > > I'm working on a very special problem at this moment for our > > Software > Devel Department. Let me shortly explain my > problem and my > > Idea to help > our internal departments. > > > > > > We have a internal structure like this: > > > > > > Business Unit <-> System Analyst <-> Developer > > > Normally the > > BU opens a trouble tickets, a SA is checking this and open > > one or > > more "PreTasks" to one or more Developers. This flow is working > > > fine so far, but now we are at a point, that our SA Team is loosing > > more > and more the overview about all the Dependencies of > the their tickets. > > > > > > They came to me with an idea for a special page inside > RT showing > > all > this. The idea is: > > > > > > SA TICKET > > > | DEV Ticket > > > > > > ID PRIO SUBJECT STATUS OWNER | ID > > > PRIO SUBJECT STATUS OWNER > > > > > > ------------------------------------------------------+--------------- > > -- > ----------------------------------------- > > > #1 20 TEST1 OPEN USER1 > > > | #15 20 PRE:TEST1 OPEN > DEV1 > > > > > > | #16 30 PRE:TEST1 OPEN > DEV2 > > > > > > | #17 10 PRE:TEST1 RESOLVED > DEV3 > > > > > > ------------------------------------------------------+--------------- > > -- > ----------------------------------------- > > > #2 10 TEST2 OPEN USER2 > > > | #18 10 PRE:TEST2 NEW > NOBODY > > > > > > ------------------------------------------------------+--------------- > > -- > ----------------------------------------- > > > #3 50 TEST3 OPEN USER3 > > > | #19 20 PRE:TEST3 RESOLVED > DEV1 > > > > > > | #20 30 PRE:TEST3 OPEN > DEV2 > > > > > > And so on. > > > > > > Am at a point at this moment, where i have mostly all the code > > snipplet > together, but i miss the conterpart to > > > $Ticket->HasUnresolvedDependencies > > > > > > Any Ideas how to get something? Or a workaround to this? > > > > > > Or does anyone has already something like this? > > > > > > Thanks for any kind of help and ideas. > > > > > > torsten > > > Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: > Hans-Georg Brinkmann > > (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten > > Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn > > (Stellv.), > > Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE > > 812773878, Personlich haftende Gesellschaft: Kuhne & Nagel > A.G., Sitz: > > Contern/Luxemburg Geschaftsfuhrender Verwaltungsrat: Klaus-Michael > > Kuhne > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > Commercial > > support: sales at bestpractical.com > > > Discover RT's > hidden secrets > > with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > From konstantinn at parallels.com Thu Jan 31 04:24:05 2008 From: konstantinn at parallels.com (Konstantin Naryzhniy) Date: Thu, 31 Jan 2008 12:24:05 +0300 Subject: [rt-users] Merging two instances Message-ID: <7901A535B99ED848BAC76AE67185C5AFAD29A415A2@msk-exch1.sw.swsoft.com> Hello everyone, I was hoping you could advise me on the RT migration issue we have encountered here at Parallels: We would like to merge one RT (old one) database in to another RT (new one) without losing any tickets or user data. These both RTs have about the same number of existing tickets (about 400k) and these tickets numbers are conflicting with each other. I've scrolled through the Wiki and the Lists, but failed to locate any data on the matter. Does anyone have experience of performing such a merge? I'd appreciate any recommendations and solution to make sure we do not lose any old RT data when moving to the new RT. Tricky issues that I see, apart from the id conflicts are: 1) the 'old' RT is 3.6.5 while the 'new' one's 3.4. Don't ask why=) 2) the conflicts in user emails can exist. Customers could be registered in both RT instances prior to merging. Thanks in advance, Sincerely Konstantin -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at bytemark.co.uk Thu Jan 31 06:06:34 2008 From: alex at bytemark.co.uk (Alex Howells) Date: Thu, 31 Jan 2008 11:06:34 +0000 Subject: [rt-users] Merging two instances In-Reply-To: <7901A535B99ED848BAC76AE67185C5AFAD29A415A2@msk-exch1.sw.swsoft.com> References: <7901A535B99ED848BAC76AE67185C5AFAD29A415A2@msk-exch1.sw.swsoft.com> Message-ID: <47A1ABBA.8010503@bytemark.co.uk> Hi Konstantin, > We would like to merge one RT (old one) database in to another RT (new one) without losing any tickets or user data. > These both RTs have about the same number of existing tickets (about 400k) and these tickets numbers are conflicting with each other. > I've scrolled through the Wiki and the Lists, but failed to locate any data on the matter. I'd guess that's because this is something of a corner case! > Does anyone have experience of performing such a merge? I'd appreciate any recommendations and solution to make sure we do not lose any old RT data when moving to the new RT. > Tricky issues that I see, apart from the id conflicts are: > 1) the 'old' RT is 3.6.5 while the 'new' one's 3.4. Don't ask why=) You could leave the old tickets on 1 -> 400,000; increment the second install IDs by +500,000 and then have 'new' tickets appearing after the migration start around the 1,000,000 mark I suppose? > 2) the conflicts in user emails can exist. Customers could be registered in both RT instances prior to merging. I don't believe there are any scripts for this out there, so I guess you'll need to hack up something to ensure 'clean' merging of users, plus all the references to updated IDs remain intact? Someone else might have better tips! Alex From JSpeicher at teksecurelabs.com Thu Jan 31 09:46:57 2008 From: JSpeicher at teksecurelabs.com (Speicher, Joshua (TekSecure Labs)) Date: Thu, 31 Jan 2008 09:46:57 -0500 Subject: [rt-users] Create Ticker Error Message-ID: I just upgraded our development RT from 3.6.5 to 3.6.6. In the process SearchBuilder was upgraded to 1.51. In the process I reapplied the priority-labels patch from the Wiki. Everything seems to be working correctly except for creating a ticket using the web interface. The error I'm seeing is as follows: [Wed Jan 30 17:01:12 2008] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Status, Queue, Started, Type, InitialPriority, Starts, LastUpdated, Subject, FinalPriority, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' (/opt/rt3/lib/RT/Ticket_Overlay.pm:602) I'm not sure how or why this is happening. First I checked what the Priority Labels patch changed, and from what I can tell it shouldn't affect the insert values being '?'. From what I understand the '?' should be replaced by the array of values passed to SearchBuilder/Handle.pm. Any ideas on how to fix this error, or at least help me figure out what I broke. Joshua P Speicher Web Developer/Security Engineer TekSecure Labs (sm) (a division of Tekmark Global Solutions) E-Mail: jspeicher at teksecurelabs.com Cell: 484-269-6381 Home Office: 610-621-2484 ------------------------------------------------------------------------ This message is for the designated recipient only and it, as well as any attachments, may contain privileged, proprietary or confidential information. If you are not the intended recipient, do not read, copy or distribute it. Please notify the sender immediately and delete the original at once. Any other use of the email by you is prohibited. Thank you. ------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Thu Jan 31 10:06:14 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 31 Jan 2008 10:06:14 -0500 Subject: [rt-users] This message will be sent to... In-Reply-To: <47A17E24.4010908@j0ey.de> References: <479F6531.8000106@j0ey.de> <6.2.3.4.2.20080129130900.046e1a90@po14.mit.edu> <47A17E24.4010908@j0ey.de> Message-ID: <6.2.3.4.2.20080131095355.04700210@po14.mit.edu> At Thursday 1/31/2008 02:52 AM, j0ey wrote: >Hey, > >Stephen Turner wrote: >>But I'm guessing you really want to get an accurate list of email >>recipients for the ticket creation? That's quite a bit more tricky >>- you might have to create a fake 'create' transaction, examine its >>scrips and then roll it back. > > >that's exactly what i need. Anyone done this before? We've done similar for replies/comments, but that's much easier, because there's an existing ticket and transaction object. You'd need to do some serious hacking, I'm afraid. The logic for determining email recipients for a transaction requires a ticket object, and in your case there isn't a ticket object yet because you haven't created it. From what I see, the API doesn't provide for creating a ticket 'create' transaction and rolling it back after you've queried it for email recipients. If you want to look, start at the Create method in Ticket_Overlay.pm and see where the create transaction is generated. If you follow the chain down through Record, Transaction, Scrips, Scrip, ScripAction and finally SendEmail and probably Notify, you'll find the SetRecipients and RemoveInappropriateRecipients methods, which are used to figure out who gets the mail. As I say though, references to the ticket object are embedded in these methods, so you'd have to try to pick out the code that just examines queue watchers etc. Not for the faint of heart! Good luck, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From pauloandrade at ist.utl.pt Thu Jan 31 11:08:42 2008 From: pauloandrade at ist.utl.pt (Paulo Filipe Andrade) Date: Thu, 31 Jan 2008 16:08:42 +0000 Subject: [rt-users] LDAP overlay possible bug Message-ID: <3B1B7BB3-5A45-4BFA-A778-79CD984443CE@ist.utl.pt> Hello, I'm using de ldap overlay from http://wiki.bestpractical.com/view/LDAP . And I think I have found a bug when using Ldap Groups. In LdapUserLocalOverlay the code that validates group membership is executed after user authentication, as a side effect the $ldap variable is "binded" to the ldap server using the user's login credentials instead of the credentials specified in the config file, namely $LdapUser and $LdapPass. The following is a excerpt from my User_Local.pm that solves this (around line 200). --------------- # Is there an LDAP Group to check? if ($ldap_group) { # Close current connection and rebind $ldap->unbind; $ldap = $self->_GetBoundLdapObj('Auth', version=>3); return unless $ldap; $filter = Net::LDAP::Filter->new("(${ldap_group_attr}=$ {ldap_dn})"); --------------- Note that the current code will work if the user login in has access to the ldap groups information, which is not my case. Thank you for your time, Paulo F. Andrade pauloandrade at ist.utl.pt -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2429 bytes Desc: not available URL: From avriette at gmail.com Thu Jan 31 11:08:49 2008 From: avriette at gmail.com (Alex J. Avriette) Date: Thu, 31 Jan 2008 11:08:49 -0500 Subject: [rt-users] using _CurrentUser_ in a saved search? References: Message-ID: > From: "Alex J. Avriette" > Date: 30Jan, 08 6:52:44 PM EST > To: Kevin Falcone > Subject: Re: [rt-users] using _CurrentUser_ in a saved search? > > > On Jan 30, 2008, at 3:38 PM, Kevin Falcone wrote: >> >> >> __CurrentUser__ will work when on the At a Glance page, but isn't >> interpolated when running a normal >> saved search (it gets preprocessed before going to the TicketSQL >> code). >> If you save it and add it to At a Glance you should see it work. > > > Folks, adding the double-underscores worked. The query is now exactly: > > Queue = 'Helpdesk' and Owner = '__CurrentUser__' and LastUpdated < > '7 days' and LastUpdated > '-7 days' > > if anyone's curious. Kevin's right, you can't see the "show results" > on the edit page, but it works just fine on At a Glance, which is > what I needed for my users. Thanks a bunch, folks. > > cheers, > alex > > > -- > Alex J. Avriette > This email should not be considered authoritative or even truthful. > aim:avriettea -- skype:avriette -- linkedin:http://xrl.us/bfdyi -- > 858-367-7293 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Jan 31 11:56:31 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 31 Jan 2008 11:56:31 -0500 Subject: [rt-users] Merging two instances In-Reply-To: <7901A535B99ED848BAC76AE67185C5AFAD29A415A2@msk-exch1.sw.swsoft.com> References: <7901A535B99ED848BAC76AE67185C5AFAD29A415A2@msk-exch1.sw.swsoft.com> Message-ID: <20080131165631.GX18727@bestpractical.com> On Thu, Jan 31, 2008 at 12:24:05PM +0300, Konstantin Naryzhniy wrote: > Hello everyone, > > I was hoping you could advise me on the RT migration issue we have encountered here at Parallels: > > We would like to merge one RT (old one) database in to another RT (new one) without losing any tickets or user data. > These both RTs have about the same number of existing tickets (about 400k) and these tickets numbers are conflicting with each other. > I've scrolled through the Wiki and the Lists, but failed to locate any data on the matter. > > Does anyone have experience of performing such a merge? I'd appreciate any recommendations and solution to make sure we do not lose any old RT data when moving to the new RT. > Tricky issues that I see, apart from the id conflicts are: > 1) the 'old' RT is 3.6.5 while the 'new' one's 3.4. Don't ask why=) That's actually unlikely to be a huge issue, actually. > 2) the conflicts in user emails can exist. Customers could be registered in both RT instances prior to merging. Also, the fact that all of the subsidiary records are going to conflict as well. We started on a merge tool once, but didn't get far on it since it was just a thought experiement at the time. -j From sturner at MIT.EDU Thu Jan 31 10:59:54 2008 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 31 Jan 2008 10:59:54 -0500 Subject: [rt-users] Scrip for escalating priority based on to address from header In-Reply-To: <0B1B3063EAFF6F45B3A09ADD5AC88EA9010C3277@corpexch11.Tivo.c om> References: <519782dc0801301222p17b20084p88711ca2f038418f@mail.gmail.com> <0B1B3063EAFF6F45B3A09ADD5AC88EA9010C3277@corpexch11.Tivo.com> Message-ID: <6.2.3.4.2.20080131105603.04713148@po14.mit.edu> At Wednesday 1/30/2008 06:06 PM, Kimberly McKinnis wrote: >my $to = >$self->TicketObj->Transactions->First->Message->First->GetHeader('To'); >if ($to =~/xx\-alert\@.*\.?tivo\.com/) >{ >$self->TicketObj->SetPriority(98); >} >return 1; > >It doesn't error, but it seems to be ignored entirely. I used 'my', >as the global variable was throwing errors about global symbol >requiring an explicit package name. Perhaps it's working and not parsing right? > Kimberley, A very useful tool is the RT logger. If you put logging statements in your code, they'll show up in the RT log, so you can see if your code is being executed, examine variables etc. The code looks like this: $RT::Logger->debug("I am here"); or $RT::Logger->debug("Ticket number is: " . $self->TicketObj->id ); Steve From tom at triadsys.com Thu Jan 31 11:37:17 2008 From: tom at triadsys.com (Tom Vier) Date: Thu, 31 Jan 2008 11:37:17 -0500 Subject: [rt-users] making 3.6 look like 3.4 Message-ID: <47A1F93D.5070508@triadsys.com> Is there an easy way? I prefer the old color scheme. -- Tom Vier Sysadmin - Support Technician Triad Systems Engineering, Inc. From sebsua at gmail.com Thu Jan 31 12:24:20 2008 From: sebsua at gmail.com (sebsua at gmail.com) Date: Thu, 31 Jan 2008 15:24:20 -0200 Subject: [rt-users] making 3.6 look like 3.4 In-Reply-To: <47A1F93D.5070508@triadsys.com> References: <47A1F93D.5070508@triadsys.com> Message-ID: On Jan 31, 2008 2:37 PM, Tom Vier wrote: > Is there an easy way? I prefer the old color scheme. Edit RT_SiteConfig.pm: # This value actually specifies a directory in share/html/NoAuth/css/ # from which RT will try to load the file main.css (which should # @import any other files the stylesheet needs). This allows you to # easily and cleanly create your own stylesheets to apply to RT. Set($WebDefaultStylesheet, '3.5-default'); > -- > Tom Vier > Sysadmin - Support Technician > Triad Systems Engineering, Inc. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From elacour at easter-eggs.com Thu Jan 31 12:24:41 2008 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 31 Jan 2008 18:24:41 +0100 Subject: [rt-users] making 3.6 look like 3.4 In-Reply-To: <47A1F93D.5070508@triadsys.com> References: <47A1F93D.5070508@triadsys.com> Message-ID: <20080131172440.GF3061@easter-eggs.com> On Thu, Jan 31, 2008 at 11:37:17AM -0500, Tom Vier wrote: > Is there an easy way? I prefer the old color scheme. > In your RT config: Set($WebDefaultStylesheet, '3.4-compat'); -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From konstantinn at parallels.com Thu Jan 31 12:28:50 2008 From: konstantinn at parallels.com (Konstantin Naryzhniy) Date: Thu, 31 Jan 2008 20:28:50 +0300 Subject: [rt-users] Merging two instances In-Reply-To: <20080131165631.GX18727@bestpractical.com> References: <7901A535B99ED848BAC76AE67185C5AFAD29A415A2@msk-exch1.sw.swsoft.com> <20080131165631.GX18727@bestpractical.com> Message-ID: <7901A535B99ED848BAC76AE67185C5AFAD29A416C3@msk-exch1.sw.swsoft.com> Jesse, Alex, I really appreciate you digging into the issue! Yes, the transactions, groupmembers and othe subrecords' ids could vary significantly between the two instances, so this is the main issue. Well it does sound quite discouraging that even the BestPractical team gave up the idea=) Our business task is two transfer half of the support team from one instance to another, which the rest of the staff uses. If we cannot merge the databases, we face a transactional period, when either a) engineers have to work in both instances, b) all the 'In progress' tickets from the old instance get CC of the new instance and thus, once a correspondence is added to ticket, a new one is created on the second instance. I guess, we'll stick with b. Unless that way the mailgate doesn't get confused routing emails that have something like "[Helpdesk2 #222222] RE: [HelpDesk1 #111111] Blah-blah" in subject. Thanks again! Kostya -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Thursday, January 31, 2008 7:57 PM To: Konstantin Naryzhniy Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Merging two instances On Thu, Jan 31, 2008 at 12:24:05PM +0300, Konstantin Naryzhniy wrote: > Hello everyone, > > I was hoping you could advise me on the RT migration issue we have encountered here at Parallels: > > We would like to merge one RT (old one) database in to another RT (new one) without losing any tickets or user data. > These both RTs have about the same number of existing tickets (about 400k) and these tickets numbers are conflicting with each other. > I've scrolled through the Wiki and the Lists, but failed to locate any data on the matter. > > Does anyone have experience of performing such a merge? I'd appreciate any recommendations and solution to make sure we do not lose any old RT data when moving to the new RT. > Tricky issues that I see, apart from the id conflicts are: > 1) the 'old' RT is 3.6.5 while the 'new' one's 3.4. Don't ask why=) That's actually unlikely to be a huge issue, actually. > 2) the conflicts in user emails can exist. Customers could be registered in both RT instances prior to merging. Also, the fact that all of the subsidiary records are going to conflict as well. We started on a merge tool once, but didn't get far on it since it was just a thought experiement at the time. -j From klpaskett at comcast.net Thu Jan 31 12:54:41 2008 From: klpaskett at comcast.net (Keith Paskett) Date: Thu, 31 Jan 2008 10:54:41 -0700 Subject: [rt-users] Installing RT in Solaris In-Reply-To: <840118.75525.qm@web32205.mail.mud.yahoo.com> References: <840118.75525.qm@web32205.mail.mud.yahoo.com> Message-ID: <47A20B61.2060506@comcast.net> If you don't mind being a revision or two behind, the blastwave prebuilt packages are great. pkgadd -d http://www.blastwave.org/pkg_get.pkg to install the blastwave package manager then /opt/csw/bin/pkg-get -i rt to get Request Tracker and all the supporting packages. I use the postgres included with Solaris 10. - Keith Raja wrote: > > Hi, > > > We are planing to instal RT 3.6.6 on solaris 10. > > > $uname -a > > SunOS localhost 5.10 Generic_125100-10 sun4us sparc FJSV,GPUZC-M > > > I have run the make testdeps to see the dependency and i have attached > the output here. > make testdeps | more > /bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql > perl: > >=5.8.3(5.008004)...found > users: > rt group (rt3)...found > bin owner (root)...found > libs owner (root)...found > libs group (bin)...found > web owner (apache)...found > web group (www)...found > CLI dependencies: > Term::ReadKey...found > Getopt::Long >=2.24...found > HTTP::Request::Common...found > Term::ReadLine...found > Text::ParseWords...found > LWP...found > CORE dependencies: > Scalar::Util...found > HTML::Scrubber 0.08...MISSING > Class::ReturnValue 0.40...MISSING > Text::Quoted 2.02...MISSING > File::Spec >=0.8...found > Calendar::Simple ...MISSING > DBIx::SearchBuilder 1.50...MISSING > Date::Format ...MISSING > CSS::Squish 0.06...MISSING > Text::Autoformat ...MISSING > Mail::Mailer 1.57...MISSING > Regexp::Common ...MISSING > Module::Versions::Report 1.03...MISSING > MIME::Entity 5.108...MISSING > HTML::Entities...found > Digest::MD5 >=2.27...found > Cache::Simple::TimedExpiry ...MISSING > DBI >=1.37...found > Locale::Maketext::Lexicon 0.32...MISSING > Digest::base...found > Locale::Maketext::Fuzzy ...MISSING > Time::HiRes...found > Net::SMTP...found > Text::Wrapper ...MISSING > Time::ParseDate...found > File::Temp...found > Log::Dispatch 2.0...MISSING > Locale::Maketext >=1.06...found > UNIVERSAL::require ...MISSING > Tree::Simple 1.04...MISSING > Text::Template ...MISSING > MAILGATE dependencies: > Pod::Usage...found > HTML::TreeBuilder ...MISSING > Getopt::Long...found > HTML::FormatText ...MISSING > LWP::UserAgent...found > MASON dependencies: > CGI::Cookie >=1.20...found > Text::WikiFormat 0.76...MISSING > XML::RSS 1.05...MISSING Storable >=2.08...found > CSS::Squish 0.06...MISSING > HTML::Mason 1.23...MISSING > Apache::Session 1.53...MISSING > Digest::MD5 >=2.27...found > GD::Text ...MISSING > GD ...MISSING > Errno...found > GD::Graph ...MISSING > MYSQL dependencies: > DBD::mysql 2.1018...MISSING > > Can someone can help me out what are the packages needs to be > installed in solaris to fix this issue. > > Thanks in advance. > > Regards, > Raja. > > ------------------------------------------------------------------------ > Never miss a thing. Make Yahoo your homepage. > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From JSpeicher at teksecurelabs.com Thu Jan 31 11:12:00 2008 From: JSpeicher at teksecurelabs.com (Speicher, Joshua (TekSecure Labs)) Date: Thu, 31 Jan 2008 11:12:00 -0500 Subject: [rt-users] Create Ticker Error In-Reply-To: References: Message-ID: After more investigation, I've found the problem is with the Priority-Labels patch. For some reason the priorities aren't being translated back into their integer form. For example when updating a ticket's priority I get an error: Ticket 594: FinalPriority could not be set to ARRAY(0xad8bbfc). Any ideas on where I should look to see why that array isn't being properly translated into the Priority integer? Joshua P Speicher Web Developer/Security Engineer TekSecure Labs (sm) (a division of Tekmark Global Solutions) E-Mail: jspeicher at teksecurelabs.com Cell: 484-269-6381 Home Office: 610-621-2484 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Speicher, Joshua (TekSecure Labs) Sent: Thursday, January 31, 2008 9:47 AM To: RT-Users at lists.bestpractical.com Subject: [rt-users] Create Ticker Error I just upgraded our development RT from 3.6.5 to 3.6.6. In the process SearchBuilder was upgraded to 1.51. In the process I reapplied the priority-labels patch from the Wiki. Everything seems to be working correctly except for creating a ticket using the web interface. The error I'm seeing is as follows: [Wed Jan 30 17:01:12 2008] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Status, Queue, Started, Type, InitialPriority, Starts, LastUpdated, Subject, FinalPriority, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' (/opt/rt3/lib/RT/Ticket_Overlay.pm:602) I'm not sure how or why this is happening. First I checked what the Priority Labels patch changed, and from what I can tell it shouldn't affect the insert values being '?'. From what I understand the '?' should be replaced by the array of values passed to SearchBuilder/Handle.pm. Any ideas on how to fix this error, or at least help me figure out what I broke. Joshua P Speicher Web Developer/Security Engineer TekSecure Labs (sm) (a division of Tekmark Global Solutions) E-Mail: jspeicher at teksecurelabs.com Cell: 484-269-6381 Home Office: 610-621-2484 ------------------------------------------------------------------------ This message is for the designated recipient only and it, as well as any attachments, may contain privileged, proprietary or confidential information. If you are not the intended recipient, do not read, copy or distribute it. Please notify the sender immediately and delete the original at once. Any other use of the email by you is prohibited. Thank you. ------------------------------------------------------------------------ ------------------------------------------------------------------------ This message is for the designated recipient only and it, as well as any attachments, may contain privileged, proprietary or confidential information. If you are not the intended recipient, do not read, copy or distribute it. Please notify the sender immediately and delete the original at once. Any other use of the email by you is prohibited. Thank you. ------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From kmckinnis at tivo.com Thu Jan 31 14:03:04 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Thu, 31 Jan 2008 11:03:04 -0800 Subject: [rt-users] Scrip for escalating priority based on to address from header In-Reply-To: <6.2.3.4.2.20080131105603.04713148@po14.mit.edu> Message-ID: Perfect! I'm running logging in debug mode, but it's not enough... I wanted to know what it thought $to was. Thank you! -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Thursday, January 31, 2008 8:00 AM To: Kimberly McKinnis Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Scrip for escalating priority based on to address from header At Wednesday 1/30/2008 06:06 PM, Kimberly McKinnis wrote: >my $to = >$self->TicketObj->Transactions->First->Message->First->GetHeader('To'); >if ($to =~/xx\-alert\@.*\.?tivo\.com/) >{ >$self->TicketObj->SetPriority(98); >} >return 1; > >It doesn't error, but it seems to be ignored entirely. I used 'my', as >the global variable was throwing errors about global symbol requiring >an explicit package name. Perhaps it's working and not parsing right? > Kimberley, A very useful tool is the RT logger. If you put logging statements in your code, they'll show up in the RT log, so you can see if your code is being executed, examine variables etc. The code looks like this: $RT::Logger->debug("I am here"); or $RT::Logger->debug("Ticket number is: " . $self->TicketObj->id ); Steve From jeffrey_lee at harvard.edu Thu Jan 31 11:04:27 2008 From: jeffrey_lee at harvard.edu (Jeffrey Lee) Date: Thu, 31 Jan 2008 11:04:27 -0500 Subject: [rt-users] e-mail not working Message-ID: <200801311604.m0VG4R21005672@us12.unix.fas.harvard.edu> Hi guys, So I finally got Rt up and running but i am having problems with the outgoing e-mail. The only time RT will send an e-mail is if I manually type an e-mail within the CC field of a ticket and update it. It will not send to a requestor nor a user when they are assigned a ticket. This is probably a simple fix. Any ideas? -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Thu Jan 31 14:05:29 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 31 Jan 2008 14:05:29 -0500 Subject: [rt-users] e-mail not working In-Reply-To: <200801311604.m0VG4R21005672@us12.unix.fas.harvard.edu> References: <200801311604.m0VG4R21005672@us12.unix.fas.harvard.edu> Message-ID: <47A21BF9.4080804@ucrwcu.rwc.uc.edu> Have you checked to make sure scrips are not in disabled mode? Jeffrey Lee wrote: > Hi guys, > > So I finally got Rt up and running but i am having problems with the > outgoing e-mail. The only time RT will send an e-mail is if I manually > type an e-mail within the CC field of a ticket and update it. It will > not send to a requestor nor a user when they are assigned a ticket. > This is probably a simple fix. Any ideas? > > -Jeff > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Thu Jan 31 14:12:47 2008 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 31 Jan 2008 14:12:47 -0500 Subject: [rt-users] Merging two instances In-Reply-To: <7901A535B99ED848BAC76AE67185C5AFAD29A416C3@msk-exch1.sw.swsoft.com> References: <7901A535B99ED848BAC76AE67185C5AFAD29A415A2@msk-exch1.sw.swsoft.com> <20080131165631.GX18727@bestpractical.com> <7901A535B99ED848BAC76AE67185C5AFAD29A416C3@msk-exch1.sw.swsoft.com> Message-ID: <20080131191247.GD18727@bestpractical.com> > I guess, we'll stick with b. > Unless that way the mailgate doesn't get confused routing emails that have something like "[Helpdesk2 #222222] RE: [HelpDesk1 #111111] Blah-blah" in subject. > It's worth looking at RT::Extension::ExtractSubjectToken to make sure the mailgates do the right thing. -jesse From kmckinnis at tivo.com Thu Jan 31 14:30:45 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Thu, 31 Jan 2008 11:30:45 -0800 Subject: [rt-users] Scrip for escalating priority based on to addressfrom header In-Reply-To: Message-ID: $RT::Logger->debug("To email was: $to"); returns [Thu Jan 31 19:20:07 2008] [debug]: To email was: ((eval 2211):3) Clearly I'm not parsing the header right :( I can only find references to GetHeader in Attachment_Overlay.pm... -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis Sent: Thursday, January 31, 2008 11:03 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Scrip for escalating priority based on to addressfrom header Perfect! I'm running logging in debug mode, but it's not enough... I wanted to know what it thought $to was. Thank you! -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Thursday, January 31, 2008 8:00 AM To: Kimberly McKinnis Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Scrip for escalating priority based on to address from header At Wednesday 1/30/2008 06:06 PM, Kimberly McKinnis wrote: >my $to = >$self->TicketObj->Transactions->First->Message->First->GetHeader('To'); >if ($to =~/xx\-alert\@.*\.?tivo\.com/) >{ >$self->TicketObj->SetPriority(98); >} >return 1; > >It doesn't error, but it seems to be ignored entirely. I used 'my', as >the global variable was throwing errors about global symbol requiring >an explicit package name. Perhaps it's working and not parsing right? > Kimberley, A very useful tool is the RT logger. If you put logging statements in your code, they'll show up in the RT log, so you can see if your code is being executed, examine variables etc. The code looks like this: $RT::Logger->debug("I am here"); or $RT::Logger->debug("Ticket number is: " . $self->TicketObj->id ); Steve _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From yitzchas at touro.edu Thu Jan 31 14:36:03 2008 From: yitzchas at touro.edu (Yitzchak Schaffer) Date: Thu, 31 Jan 2008 14:36:03 -0500 Subject: [rt-users] rt-mailgate failure Message-ID: <47A22323.9040203@touro.edu> Greetings: We just went live with RT. I then started fooling around with configuration, and changed the name of the incoming queue without changing it in the mail alias. Oops. Now that we've had a "Could not record email: RT couldn't find the queue," is that mail stored someplace? Many thanks, -- Yitzchak Schaffer Systems Librarian Touro College Libraries 33 West 23rd Street New York, NY 10010 Tel (212) 463-0400 x230 Fax (212) 627-3197 yitzchas at touro.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From kmckinnis at tivo.com Thu Jan 31 14:48:28 2008 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Thu, 31 Jan 2008 11:48:28 -0800 Subject: [rt-users] Scrip for escalating priority based on toaddressfrom header In-Reply-To: Message-ID: For anyone interested, it seems the correct line is: my $to = $self->TransactionObj->Attachments->First->GetHeader('To'); Everything works as expected now. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis Sent: Thursday, January 31, 2008 11:31 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Scrip for escalating priority based on toaddressfrom header $RT::Logger->debug("To email was: $to"); returns [Thu Jan 31 19:20:07 2008] [debug]: To email was: ((eval 2211):3) Clearly I'm not parsing the header right :( I can only find references to GetHeader in Attachment_Overlay.pm... -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis Sent: Thursday, January 31, 2008 11:03 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Scrip for escalating priority based on to addressfrom header Perfect! I'm running logging in debug mode, but it's not enough... I wanted to know what it thought $to was. Thank you! -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Thursday, January 31, 2008 8:00 AM To: Kimberly McKinnis Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Scrip for escalating priority based on to address from header At Wednesday 1/30/2008 06:06 PM, Kimberly McKinnis wrote: >my $to = >$self->TicketObj->Transactions->First->Message->First->GetHeader('To'); >if ($to =~/xx\-alert\@.*\.?tivo\.com/) >{ >$self->TicketObj->SetPriority(98); >} >return 1; > >It doesn't error, but it seems to be ignored entirely. I used 'my', as >the global variable was throwing errors about global symbol requiring >an explicit package name. Perhaps it's working and not parsing right? > Kimberley, A very useful tool is the RT logger. If you put logging statements in your code, they'll show up in the RT log, so you can see if your code is being executed, examine variables etc. The code looks like this: $RT::Logger->debug("I am here"); or $RT::Logger->debug("Ticket number is: " . $self->TicketObj->id ); Steve _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jeffrey_lee at harvard.edu Thu Jan 31 15:05:29 2008 From: jeffrey_lee at harvard.edu (Jeffrey Lee) Date: Thu, 31 Jan 2008 15:05:29 -0500 Subject: [rt-users] e-mail not working In-Reply-To: <47A21BF9.4080804@ucrwcu.rwc.uc.edu> Message-ID: <200801312005.m0VK5TMG021139@us20.unix.fas.harvard.edu> How would I check if it is in disabled mode? -Jeff -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Thursday, January 31, 2008 2:05 PM To: Jeffrey Lee Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] e-mail not working Have you checked to make sure scrips are not in disabled mode? Jeffrey Lee wrote: > Hi guys, > > So I finally got Rt up and running but i am having problems with the > outgoing e-mail. The only time RT will send an e-mail is if I manually > type an e-mail within the CC field of a ticket and update it. It will > not send to a requestor nor a user when they are assigned a ticket. > This is probably a simple fix. Any ideas? > > -Jeff > ---------------------------------------------------------------------- > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From matt.hoover at thectogroup.com Thu Jan 31 15:08:10 2008 From: matt.hoover at thectogroup.com (Matt Hoover) Date: Thu, 31 Jan 2008 12:08:10 -0800 Subject: [rt-users] Multiple Approval Steps Message-ID: Hello Everyone. I have been working on setting up the approval system to run through a series of approvals. I have gotten the approvals to work, but it sends all 3 of my approvals at once. I want to have them depend on the prior approval. Do I need to create seperate approval q's to make this happen? I am trying to create an approval structure that is dependent on a prior approval like this: 1. Team lead should get email when ticket is created. 2. Team Lead approves ticket. 3. New approval is created for manager - and manager is notified for approval 4. Manager approves 5. CAB gets approval notification 6. CAB approves and the ticket is then sent to work queue. I have the following template in my incoming Q. ===Create-Ticket: changeApprovalTL Subject: Change Approval for {$Tickets{'TOP'}->Subject} Depended-On-By: TOP Queue: ___Approvals Type: approval Owner: dstl Content: Someone has requested a change. Please review and approve to send for management approval. ENDOFCONTENT ===Create-Ticket: changeApprovalMG Subject: Change Approval for {$Tickets{'TOP'}->Subject} Depended-On-By: TOP Depends-On: changeApprovalTL Queue: ___Approvals Type: approval Owner: dsmgr Content: Someone has requested a change. Please review and approve to send for CAB approval. ENDOFCONTENT ===Create-Ticket: changeApprovalCAB Subject: Change Approval for {$Tickets{'TOP'}->Subject} Depended-On-By: TOP Depends-On: changeApprovalMG Queue: ___Approvals Type: approval Owner: cab Content: Change Request is ready for CAB approval. ENDOFCONTENT Can someone help me understand how I need to setup RT to make this happen with the least amount of steps? Thanks Matt From barnesaw at ucrwcu.rwc.uc.edu Thu Jan 31 15:09:37 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 31 Jan 2008 15:09:37 -0500 Subject: [rt-users] e-mail not working In-Reply-To: <200801312005.m0VK5TMG021139@us20.unix.fas.harvard.edu> References: <200801312005.m0VK5TMG021139@us20.unix.fas.harvard.edu> Message-ID: <47A22B01.3080807@ucrwcu.rwc.uc.edu> Stage, not mode. Edit the scrip in the UI and check that the stage is not set to Disabled. Jeffrey Lee wrote: > How would I check if it is in disabled mode? > > -Jeff > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Thursday, January 31, 2008 2:05 PM > To: Jeffrey Lee > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] e-mail not working > > Have you checked to make sure scrips are not in disabled mode? > > Jeffrey Lee wrote: > >> Hi guys, >> >> So I finally got Rt up and running but i am having problems with the >> outgoing e-mail. The only time RT will send an e-mail is if I manually >> type an e-mail within the CC field of a ticket and update it. It will >> not send to a requestor nor a user when they are assigned a ticket. >> This is probably a simple fix. Any ideas? >> >> -Jeff >> ---------------------------------------------------------------------- >> -- >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From jeffrey_lee at harvard.edu Thu Jan 31 15:12:21 2008 From: jeffrey_lee at harvard.edu (Jeffrey Lee) Date: Thu, 31 Jan 2008 15:12:21 -0500 Subject: [rt-users] e-mail not working In-Reply-To: <47A22B01.3080807@ucrwcu.rwc.uc.edu> Message-ID: <200801312012.m0VKCLU5028047@us17.unix.fas.harvard.edu> Seems that all the scrips are not set to disabled. -Jeff -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Thursday, January 31, 2008 3:10 PM To: Jeffrey Lee Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] e-mail not working Stage, not mode. Edit the scrip in the UI and check that the stage is not set to Disabled. Jeffrey Lee wrote: > How would I check if it is in disabled mode? > > -Jeff > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Thursday, January 31, 2008 2:05 PM > To: Jeffrey Lee > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] e-mail not working > > Have you checked to make sure scrips are not in disabled mode? > > Jeffrey Lee wrote: > >> Hi guys, >> >> So I finally got Rt up and running but i am having problems with the >> outgoing e-mail. The only time RT will send an e-mail is if I >> manually type an e-mail within the CC field of a ticket and update >> it. It will not send to a requestor nor a user when they are assigned a ticket. >> This is probably a simple fix. Any ideas? >> >> -Jeff >> --------------------------------------------------------------------- >> - >> -- >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From barnesaw at ucrwcu.rwc.uc.edu Thu Jan 31 15:21:25 2008 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 31 Jan 2008 15:21:25 -0500 Subject: [rt-users] e-mail not working In-Reply-To: <200801312012.m0VKCLU5028047@us17.unix.fas.harvard.edu> References: <200801312012.m0VKCLU5028047@us17.unix.fas.harvard.edu> Message-ID: <47A22DC5.9060503@ucrwcu.rwc.uc.edu> On the queue or globally? If they are disabled globally, make sure you don't have queue-specfic scrips (we disable global and make queue-specific so that not all scrips run on all queues). Set the ones you wish to use, either globally or per-queue, to TransactionCreate to enable them. Jeffrey Lee wrote: > Seems that all the scrips are not set to disabled. > > -Jeff > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Thursday, January 31, 2008 3:10 PM > To: Jeffrey Lee > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] e-mail not working > > Stage, not mode. Edit the scrip in the UI and check that the stage is not > set to Disabled. > > Jeffrey Lee wrote: > >> How would I check if it is in disabled mode? >> >> -Jeff >> >> -----Original Message----- >> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] >> Sent: Thursday, January 31, 2008 2:05 PM >> To: Jeffrey Lee >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] e-mail not working >> >> Have you checked to make sure scrips are not in disabled mode? >> >> Jeffrey Lee wrote: >> >> >>> Hi guys, >>> >>> So I finally got Rt up and running but i am having problems with the >>> outgoing e-mail. The only time RT will send an e-mail is if I >>> manually type an e-mail within the CC field of a ticket and update >>> it. It will not send to a requestor nor a user when they are assigned a >>> > ticket. > >>> This is probably a simple fix. Any ideas? >>> >>> -Jeff >>> --------------------------------------------------------------------- >>> - >>> -- >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com Commercial support: >>> sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >> >> > > From jeffrey_lee at harvard.edu Thu Jan 31 16:21:34 2008 From: jeffrey_lee at harvard.edu (Jeffrey Lee) Date: Thu, 31 Jan 2008 16:21:34 -0500 Subject: [rt-users] e-mail not working In-Reply-To: <47A22DC5.9060503@ucrwcu.rwc.uc.edu> Message-ID: <200801312121.m0VLLYwR027904@us12.unix.fas.harvard.edu> Both Global and Queue are set to TransactionCreate. -Jeff -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Thursday, January 31, 2008 3:21 PM To: Jeffrey Lee Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] e-mail not working On the queue or globally? If they are disabled globally, make sure you don't have queue-specfic scrips (we disable global and make queue-specific so that not all scrips run on all queues). Set the ones you wish to use, either globally or per-queue, to TransactionCreate to enable them. Jeffrey Lee wrote: > Seems that all the scrips are not set to disabled. > > -Jeff > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Thursday, January 31, 2008 3:10 PM > To: Jeffrey Lee > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] e-mail not working > > Stage, not mode. Edit the scrip in the UI and check that the stage is > not set to Disabled. > > Jeffrey Lee wrote: > >> How would I check if it is in disabled mode? >> >> -Jeff >> >> -----Original Message----- >> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] >> Sent: Thursday, January 31, 2008 2:05 PM >> To: Jeffrey Lee >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] e-mail not working >> >> Have you checked to make sure scrips are not in disabled mode? >> >> Jeffrey Lee wrote: >> >> >>> Hi guys, >>> >>> So I finally got Rt up and running but i am having problems with the >>> outgoing e-mail. The only time RT will send an e-mail is if I >>> manually type an e-mail within the CC field of a ticket and update >>> it. It will not send to a requestor nor a user when they are >>> assigned a >>> > ticket. > >>> This is probably a simple fix. Any ideas? >>> >>> -Jeff >>> -------------------------------------------------------------------- >>> - >>> - >>> -- >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com Commercial support: >>> sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >> >> > > From yitzchas at touro.edu Thu Jan 31 17:00:46 2008 From: yitzchas at touro.edu (Yitzchak Schaffer) Date: Thu, 31 Jan 2008 17:00:46 -0500 Subject: [rt-users] rt-mailgate failure In-Reply-To: <47A22323.9040203@touro.edu> References: <47A22323.9040203@touro.edu> Message-ID: <47A2450E.9010509@touro.edu> It looks like the mail did end up coming in after a while. There were two messages in limbo; one came in some 30 minutes or more after the other. Curious... Yitzchak Schaffer Systems Librarian Touro College Libraries 33 West 23rd Street New York, NY 10010 Tel (212) 463-0400 x230 Fax (212) 627-3197 yitzchas at touro.edu Yitzchak Schaffer wrote: > Greetings: > > We just went live with RT. I then started fooling around with > configuration, and changed the name of the incoming queue without > changing it in the mail alias. Oops. Now that we've had a "Could not > record email: RT couldn't find the queue," is that mail stored someplace? > > Many thanks, > -- > Yitzchak Schaffer > Systems Librarian > Touro College Libraries > 33 West 23rd Street > New York, NY 10010 > Tel (212) 463-0400 x230 > Fax (212) 627-3197 > yitzchas at touro.edu > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve at switzersolutions.com Thu Jan 31 17:53:17 2008 From: steve at switzersolutions.com (Steve Switzer) Date: Thu, 31 Jan 2008 17:53:17 -0500 Subject: [rt-users] RT Upgrade, now only nobody can own ticket Message-ID: <47A2515D.3020900@switzersolutions.com> Hello! I recently upgraded RT from 3.6.4 to 3.6.6, and now when creating a ticket or viewing a ticket, ONLY "Nobody" shows in the dropdown for owner. I've played and tried many things. I'm a superuser, and in Global, Groups, Owner, I have the following set: * ModifyTicket * OwnTicket * ShowTicket * ShowTicketComments * Watch I've even tried to add Own and Take to "Everyone" in Global... no change. Any ideas? Regards, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From isd602 at co.santa-cruz.ca.us Thu Jan 31 19:31:16 2008 From: isd602 at co.santa-cruz.ca.us (Roger Mastrude) Date: Thu, 31 Jan 2008 16:31:16 -0800 Subject: [rt-users] FW: Seeing approvals Message-ID: It's true that the Wiki article has a solution to just this problem, but does that solution work? Emmanuel, have you seen this work? I have tried both giving a group rights to the Approvals queue and giving the grouups rights to the approval ticket, and in both cases members of the group don't see the ticket in My Approvals. It looks like Jesse's comment in 2006 is still correct, only the owner can see an approval ticket in My Approvals; the adminCCs still can't? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Wednesday, January 30, 2008 1:20 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Seeing approvals On Tue, Jan 29, 2008 at 02:55:35PM -0800, Roger Mastrude wrote: > On 2/8/2006 Jesse answered a question thus: > > > > Q: I've been starting to get to grips with the Approval functionality > (RT > 3.4.2) and I'm wondering what determines who is allowed to approve > tickets > and who can see approvals on the Approvals screen. > > > > A: Out of the box, that's the owner. It should also be the adminccs, but > I don't think that's there yet. > > > > I would like to be able to have approvals visible to all members of a > group, and approvable by any one of them. Has this been added? If not, > do we have an ETA? Is there another mechanism I could use to make this > function happen? > There is an example in the wiki covering exactly this behaviour: http://wiki.bestpractical.com/view/ApprovalCreation -> Group Approvals -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From isd602 at co.santa-cruz.ca.us Thu Jan 31 19:56:28 2008 From: isd602 at co.santa-cruz.ca.us (Roger Mastrude) Date: Thu, 31 Jan 2008 16:56:28 -0800 Subject: [rt-users] Seeing Approvals -- My mistake Message-ID: The code in the Wiki article does work. The things I tried still won't work. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ralagar_raja at yahoo.com Thu Jan 31 20:29:49 2008 From: ralagar_raja at yahoo.com (Raja) Date: Thu, 31 Jan 2008 17:29:49 -0800 (PST) Subject: [rt-users] Perl Path Message-ID: <625487.17181.qm@web32205.mail.mud.yahoo.com> Hi, How do we specify the Perl installation path while compiling RT? Thanks Raja ____________________________________________________________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Jan 31 21:33:13 2008 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 1 Feb 2008 05:33:13 +0300 Subject: [rt-users] Perl Path In-Reply-To: <625487.17181.qm@web32205.mail.mud.yahoo.com> References: <625487.17181.qm@web32205.mail.mud.yahoo.com> Message-ID: <589c94400801311833l48800e05oa3f78e520b4d4cf2@mail.gmail.com> PERL=/path/to/perl ./configure On Feb 1, 2008 4:29 AM, Raja wrote: > > > > > Hi, > > > > How do we specify the Perl installation path while compiling RT? > > > > Thanks > > Raja > > ________________________________ > Never miss a thing. Make Yahoo your homepage. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From chaim.rieger at gmail.com Thu Jan 31 21:16:30 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Thu, 31 Jan 2008 18:16:30 -0800 Subject: [rt-users] Perl Path In-Reply-To: <625487.17181.qm@web32205.mail.mud.yahoo.com> References: <625487.17181.qm@web32205.mail.mud.yahoo.com> Message-ID: <47A280FE.2050900@gmail.com> Raja wrote: > > Hi, > > > > How do we specify the Perl installation path while compiling RT? > > > > Thanks > > Raja > > > ------------------------------------------------------------------------ /path/to/perl check-deps......... From anarcat at anarcat.ath.cx Thu Jan 31 21:28:41 2008 From: anarcat at anarcat.ath.cx (The Anarcat) Date: Thu, 31 Jan 2008 21:28:41 -0500 Subject: [rt-users] RT upgrade: all times GMT Message-ID: <20080201022841.GK21085@anarcat.ath.cx> Hi, I just upgraded from 3.6.3 to 3.6.5 and now all times are displayed as if they were GMT. I have this: lethe# grep zone * RT_Config.pm:# $Timezone is used to convert times entered by users into GMT and back again RT_Config.pm:# It should be set to a timezone recognized by your local unix box. RT_Config.pm:Set($Timezone , 'US/Eastern'); And I *am* in US/Eastern, so it "should" work according to: http://lists.bestpractical.com/pipermail/rt-announce/2007-July/000150.html I have tried to put 'GMT' as a timezone, no go either. Commenting out the line works. A. -- Premature optimization is the root of all evil - Donald Knuth -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From carlos at applianz.com Thu Jan 31 23:31:15 2008 From: carlos at applianz.com (Carlos Solorzano) Date: Thu, 31 Jan 2008 22:31:15 -0600 Subject: [rt-users] port forward Message-ID: I have a problem with my RT install. The domain name of the installation is pointed at the ip of another system (our firewall) which port forwards the RT port to the RT server. Right now my RT works fine locally but when I go to it from its public IP it does not work, I just get the "You're almost there!" web page. I am guessing my Apache is not configured to serve perl pages to requests not coming to one of its ips, actually its only compiling perl for 127.0.0.1 requests. Can someone point me at what may be wrong, I have looked everywhere I could think but maybe I missed something. Thanks, --Carlos From chaim.rieger at gmail.com Thu Jan 31 23:37:24 2008 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Thu, 31 Jan 2008 20:37:24 -0800 Subject: [rt-users] port forward In-Reply-To: References: Message-ID: <47A2A204.1090001@gmail.com> Carlos Solorzano wrote: > I have a problem with my RT install. > The domain name of the installation is pointed at the ip of another > system (our firewall) which port forwards the RT port to the RT server. > Right now my RT works fine locally but when I go to it from its public > IP it does not work, I just get the "You're almost there!" web page. I > am guessing my Apache is not configured to serve perl pages to > requests not coming to one of its ips, actually its only compiling > perl for 127.0.0.1 requests. > Can someone point me at what may be wrong, I have looked everywhere I > could think but maybe I missed something. > Thanks, > > --Carlos > _______________________________________________ > can you post the relevant lines from httpd.conf please From carlos at applianz.com Thu Jan 31 23:49:49 2008 From: carlos at applianz.com (Carlos Solorzano) Date: Thu, 31 Jan 2008 22:49:49 -0600 Subject: [rt-users] port forward In-Reply-To: <47A2A204.1090001@gmail.com> References: <47A2A204.1090001@gmail.com> Message-ID: Thanks for the reply but of course I figured it out minutes after sending the email even though I had been working on it for a while :-) On my vhost rt file under the VirtualHost definition I had not put all my possible IPs. That fixed it. --Carlos On Jan 31, 2008, at 10:37 PM, Chaim Rieger wrote: > Carlos Solorzano wrote: >> I have a problem with my RT install. >> The domain name of the installation is pointed at the ip of >> another system (our firewall) which port forwards the RT port to >> the RT server. >> Right now my RT works fine locally but when I go to it from its >> public IP it does not work, I just get the "You're almost there!" >> web page. I am guessing my Apache is not configured to serve perl >> pages to requests not coming to one of its ips, actually its only >> compiling perl for 127.0.0.1 requests. >> Can someone point me at what may be wrong, I have looked everywhere >> I could think but maybe I missed something. >> Thanks, >> >> --Carlos >> _______________________________________________ >> > can you post the relevant lines from httpd.conf please >